Orange County Pools & Spas

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 Orange County Pools and Spa service 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 Orange County Pools and Spa 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 Orange County Pools and Spa Service 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 the tub 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. Orange County Pools and Spa 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 Orange County Pools and Spa was notified– within 2 weeks of the tub’s installation. This is not how you stand behind your product. The person on the Orange County Pools and Spa 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. (we did save and print the Face Book exchange). 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 Orange County Pools and Spa Face book page, 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.

I went here the other day to buy chemicals for my parents pool for them.
Off the bat the young girl who helped me didn’t seem to be very informed which made me a little nervous because I have never opened a pool, and went here expecting to be helped by professionals.
They had me buy 30 LBS of Alkalinity plus and some other stuff. I went home put it in the pool as directed, the next day the pool is cloudier then it was to start. So i took it to be tested at the other pool store because 30lbs sounded crazy to me (100 $). SO the women there told us that 30lbs was insane and that the alkalinity was double what it should be and it was unsafe to even swim in now. THE REASON i went on thursday to get all of the chemicals was so that we could use the pool this weekend. We called back to orange county pools they told us it didn’t matter what other tests from other stores said and that their machine could have made a mistake blah blah blah. So we go back and they tell us we need another 20 lbs!!!
We went back to the other pool store and they re-​tested the water and we had to buy chemicals to bring down the alkalinity (another 100 $) we can’t even swim this weekend.
Orange county pools has nothing to say they simply told us they are right and we are wrong we have spent over 300 $ at this point correcting their mistake.
So basically they are saying they don’t care if they are wrong they are going to keep being incorrect because they want to sell us MORE products.
It doesn’t even make sense.
WASTE OF OUR MONEY and HOURS of driving around and putting these chemicals in as anyone who opens a pool knows that it is a very strict schedule as to when you put chemicals in and run filters. they should at least refund us for the 30lbs of alkalinity that has prevented us from using our pool this weekend.
They won’t, so they simply gained a poor review and lost several customers. Not only myself, but my parents, my aunt and my grandparents. I’ll be sure to tell anyone i know with a pool not to go here.
Happy Memorial Day!