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Business Profile

Pool Service

Mastercraft Pool and Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Service.

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Review Details

  • James F.

    Date: 02/11/2025

    Our hot tub at ******************* was neither operating properly nor surging water. At Mastercraft *********** **** ******* said it would be 3 weeks before they could get a technician there and the labor cost would be $175 per hour.When the technician arrived, he said the electric pump was bad and had to repair two PVC joints that he broke. I asked for the faulty electric motor; he agreed. Neither ***** nor I saw him replace the electric motor. Returning to Mastercraft in the first week of May 2024, they told us the bill would be over $1,196.87. We were shocked by the excessive cost of the technician and his work. Later that day, ***** paid the bill via her credit card.The new electric motor was running too hot to lay your hand on and it still was not surging properly. I spoke to **** over the phone. She said that we had frozen a line in the hot tub (without any inspection) and it would be 3 weeks before they could get a technician to work on it. We found an independent hot tub repairman and he immediately discovered that the electric pump was running on 110 volts instead of 220 volts, therefore overheating. Also, he found the wiring mismatched between the electric pump and the circuit board. He fixed these issues and charged me $220 in labor. We informed **** at Mastercraft and she said, the technician did not touch the wiring to the circuit board and everything was appropriate. How he could replace the electric pump/motor without removing the wiring to the circuit board?**** finally said that the only thing we can do is to agree to not agree, as we both had our opinions. She offered me $220 in-store credit which didn't interest me. Plus, this does not address the issue of their technicians mistakes and costs to us.We should pay $400 for an electric pump and two hours to detect and repair the hot tub issues. We expect to be reimbursed for the $220 paid to fix the issues created by their technician.We are owed: $1,196.87 - $400 - $350 + $220 = $666.87

    Mastercraft Pool and Spa

    Date: 02/18/2025

    *****, I apologize for the experience you had, we try our best to be up front and honest with any repairs we do. Along those same lines, we are always willing to own up to our mistakes and fix anything that we may be at fault for. I am sorry that you hired another person to take care of the repair and I am willing to offer a discount to you for that cost. Unfortunately, on a hot tub that is ************************************************************************************************************************* older tubs, but some are inevitable. We hope to be able to make this right with you and be able to earn your business for future. 

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