Orange County Pools & Spas Inc

Write a Review845-343-3055

CLOSED NOW - Opens at 10:00am

I purchased a Master Spas Twilight Series 7.2 hot tub from Orange County Pools and Spas (OCP&S) in Middletown, NY in May 2013. I have had nothing but trouble, the hot tub water temperature continues to rise, while in use, above the temperature that the tub’s thermostat is set to maintain. For instance, the outside temperature the other night was 60 degrees and the hot tub’s thermostat was set to maintain a water temperature of 96 degrees. After 60 minutes of use the water temperature was 100 degrees and continues to rise. The OCP&S Service Technician came to our house and ran the tub, observed the temperature rise himself, acknowledged that this problem was occurring and stated that it was not normal for the hot tub to operate in this manner. In an attempt to address this acknowledged problem, the OCP&S Technician returned to our home several times and replaced the mother board, control panel and both pumps (pumps were leaking water about a month after purchase). None of these actions rectified the rising heat problem. Ben, from the OCP&S Service Department, also told us that he ran the same model in his store for 2 continuous hours and the water temperature only rose 1 degree and agreed that our tub was not operating as it should. We were then told by the OCP&S Technician – who originally acknowledged the problem because he observed it himself that we shouldn’t run the pumps no more than 15 minutes, then sit in it for 5-10 minutes then turn the pumps back on, Also that we could add cold water if the temperature rises. Neither of these solutions are expressed in the hot tub’s owner’s manual, nor does the manual state that it is normal for the tub’s water temperature to continue to rise. OCP&S Face Book page stated that this was normal operation for this hot tub and that a refund would not be approved. final offer to us was to charge us $400.00 to come and pick it up, sell it in their show room as a used tub, and whatever price it sold for would be paid to us. This tub is still under warranty, and OCP&S was notified- within 2 weeks of the tub’s installation. This is not how you stand behind product. The person on the OCP&S Face Book page then made a veiled threat by stating “beware that all slander issues will be pursued”. I asked several times who I was speaking to, and that person refused to identify himself/herself. So now, I have a $10,000 hot tub that is only 4 months old, that, cannot be repaired, cannot get a refund for and a veiled threat from an unidentified person at OCP&S to pursue legal action against us for “slander” if we tell our story. If you are reading this, please avoid making the same mistake that we made by purchasing a Master Spas twilight 7.2 hot tub, and from Orange County Pools and Spas in Middletown, NY.