$18,000 spent on a hot tub and we are kicking ourselves in the ass and only 3 days in. We purchased the LSX900, 7-to-8-seater, what we thought was a "high end spa". This was certainly a very large purchase for us. We purchased the spa through Hot Tub and Swim Spa Sale at the Pleasanton Fairgrounds, what we had researched was the Michael Phelps LSX900 but a real STUPID move. We've had spas for 30 years, the last one was a Caldera Spa, 7 seater.
This LSX900 Michael Phelps Spa, Piece of Shxt, that I will refer to as "POS" was delivered on Saturday. $18,000 you'd expect more than just a truck drop off, our former Caldera was actually set up from the dealer. The POS, Master Spa LX900, took almost 2 days to get it to 100 degrees, 1 degree per hour. Finally excited to use our purchase, we realized one of the top valves has water streaming out of it. Immediately contacted customer service when they opened, which they responded and asked us for a video, which we promptly sent back to them. I thought for 2 days we were waiting for a service technician, nope we get a phone call from the company we purchased it from who wanted to give me phone numbers of who I should call. As a business owner and service provider, I would have picked up the phone and dealt with it since I just made a big fat commission. The person at Hot Tub Swim Spa Sale, was useless, except taking my money and lying to me about the product.
The person referred to as Customer Service I was emailing with for 2 days, not even sure what they do because I received an email from some guy in Indiana (we're in California) giving us instructions on how WE should diagnose the water streaming from the top of our spa. I can't imagine a car dealership avoiding a service call with self-diagnosis. The instructions tells us how to try to repair it by going under the spa? WTH
Finally, calling the phone number for who I was told handled my warranty, the person was very nice but shared with me there is a $275 service fee...for a warranty? My $18,000 spa is leaking from the top and the warranty I have requires me to pay a fee? NO WAY.
Other issues. The spa shuts off after 15 minutes. (My 6 year old Caldera did not) Being sold a 7 to 8 person spa, you'd expect it can run with multiple people using it. The customer service sent me a picture of the manual that says it shuts off to prevent over heating the pump. The sales company today told me, just push the button. So maybe I should make a sign for any guests over instructions on how to keep the hot tub running, stupid. Really, $18,000 and you can't put in a pump that in the middle of winter won't over heat in 15 minutes? The cover that comes with it is garbage, very thin and won't last long (well neither will the tub). I asked the sales person specifically if there was any other colors, he told us no. That was a lie because we see now it comes in other colors. In 3 days with a white tub with grey exterior, it already has a water line we've scrubbed.
Do not make our mistake, we are kicking ourselves. Stop AND turn around before making our mistake. 3 days in, already contacted our attorney and financial institution.
1. Overpriced 2. Leaking of the box (sold our last one because of a leak) 3. Warranty Sucks having to pay a $275 trip charge for the next 3 years 4. Large hot tub shuts off after 15 minutes. 5. First problem at installation and can't get anyone to fix it.
As a past competitive swimmer, I have a mutual friend with Michael Phelps, I wonder if he has any idea what his name is attached to..I can assure you he will know soon enough.
couldn't help us with anything, including requesting to pick up this POS.
Hot Tub and Swim Spa Sale
Office Phone: (952)253-0665
Cell Phone: (952)522-4422
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