We purchased the LSX spa from Spa World in Phoenix, AZ November 2005. We purchased the spa for the arthritis in my back.
We had to wait 30 days after purchase because the dealer had sold us a spa that actually had already been sold to someone else... .. So after having to reschedule the electrician, we finally got a spa and had already lost a full month of warranty. Also, we found out after we received it that the model was a 2004 instead of a 2005.
One month into using the spa, a jet failed and the speakers would no longer "popup". We've had to replace the pillows and we've had nothing but trouble with foam, smell and bad water. We have only used the chemicals recommended by the dealer (which we could not find near our home and had to drive 15 miles to the dealer to get)
In Sept of this year (2008) we drained the spa to clean and refill as we do 2-3 times a year. This time however we found the spa was only 1/2 full 24 hours hours after filling. Pulling the panels off we found water everywhere. Now in Phoenix, we usually have water evaporate quickly due to the temps, but certainly not like this.
We contacted the dealer for a warranty repair and told they no longer sold Master Spas (indicated BAD experiences with them). So we called MS directly and had to wait 3 weeks for another spa repair service.
1.)The customer service rep at Master Spas insinuated WE were at fault and that in the 16+ years she had worked there, she had "never seen this kind of failure".
The tech from the spa repair service here in Phoenix said this was becoming common in Phoenix for the spa to totally fail.
2.) MS customer service had the tech come out and pull a pump and a number of jets "to prove we had used bleach in the spa". Not true, why would we do that...? She also stated she had never heard of the brand of chemicals we had been getting and again "insinuated" that we had used the wrong stuff.
3.) We've waited 3 weeks for a reply from MS - nothing - and finally I called today, (12/23/08) the same customer service rep said they had yet to do anything because..."we're closed down". After I asked why, she told me "we do this every year for inventory". OK, she said this as if I SHOULD KNOW THIS!!! They won't even look at this stuff until sometime in Jan. 2009.
4.) It took 2 more phone calls to get someone to tell me the name of someone in charge. One CS rep said his boss was out and there was no one else in charge... ...
PLEASE PLEASE PLEASE, be careful in your spa purchase. We spent $11,000+ for this spa and I have serious doubts that this is going to work out.
I don't even know what kind of a lawyer I could get to help us if we need to...