Welcome to Master Spas Opinions
Master Spas is based in Fort Wayne, Indiana, 90 miles north of Indianapolis. Operating out of a state-of-the-art 27 acre manufacturing campus, they are the largest swim spa manufacturer in the world, and one of the largest portable spas and hot tubs manufacturers in the country. Their management team has over 100 years of spa manufacturing success, and one of the strongest track records in the industry.
Latest review first
Master Spas is horrible
I bought an older Master Spas Swim Spa from the local Master Spas Authorized Dealer (Aqua Spas in Greeley, Fort Collins, Colorado). What a mistake. First they misrepresented the year of the spa. Even on my contract, not just verbally. It was older than they said. There is no way they could not or should not have known, I believe this is fraud. I found out later when the spa broke and the parts I needed were for a newer redesigned model. From what I can tell the model I bought was only sold for one year and then it was completely redesigned. I wonder if that had something to do with the FRAUD? The spa came with a 90 day warranty and there were some issues which they fixed but the batteries were charging incorrectly before the warranty expired and they never did correct that problem. When I call they are generally rude and not helpful. Last time I called 3 times and they never called back. I can't stand to call them ever again. The spa has had several new problems since the warranty expired but this authorized dealer has no clue how to fix them. They sent up a repairman for $150. to tell me it was broken (which I obviously knew) but the repairman admitted they did not have a clue how to fix it. NOT A CLUE. Why are they selling a high maintenance product like a spa if they don't know how to service them? I contacted Master Spas directly and apparently they have no service manuals or archives for this older spa either. Why would that information not be available to customers. It is hard to believe they would destroy every manual in existence. Getting rid of the evidence I guess? I can't find a manual online anywhere. It is a 2006 H2X Master Spas Swim Spa. Maybe Michael Phelps can help me? Other misrepresentations were made I can't prove. The salesman told me my electricity bill would go up about $75 or $80 dollars a month but it went up closer to $275.00. I lowered this considerably by insulating heavily. Still nowhere near $80. dollars a month. I was promised exercise accessories too but since I did not force them to put it in the contract they denied the agreement. They damaged personal property when they delivered the spa by backing into it and even though I saw them do it they denied that too. I guess I should have called the police when it happened to document that damage. I think this company should go out of business. If they don't I won't ever believe in Karma.
Master Spas in Lenexa, Kansas - One lie after another...
Read the headline on this site and on their promotional material "operating out of a state-of-the-art 27 acre manufacturing campus". I suspect the truth is that they are operating out of a 27 acre industrial park shared with several other companies. Tell us how many square feet of manufacturing, how many sf office, how many sf warehouse! Google earth tells the tale, 'master spas ft wayne in'. It doesn't look like much of a campus to me. Purchased at a Wichita, KS roadshow. Was led to believe was buying factory direct with no middleman. No, it was put on by an Oklahoma City store. So in fact the spa I purchased was actually burdened with the overhead from their brick and mortar store, renting the facility here, transport and staff to put on the weekend display and local saturation tv ads. Was led to believe the spa worked with less chemicals. Their test strips are the same as any other test strip and there is no recommended chemical composition different from any other spa. The real problem was a harmonic noise/vibration when the 1.5 hp motor ran in my small 3 person tub. It was impossible to stay in the tub. The Oklahoma City store had no solution. I don't even think they understood the problem so I eventually purchased a Balboa .5 hp motor online and replaced the 1.5 hp two-speed pump. The plumbing rework was not easy and I did need to make one wiring change but at least the tub is usable. The manuals leave a lot to be desired. Mine clearly said to provide 50 amp electrical service yet the electrical labeling physically on the tub called for a much lower amperage which meant for me a lower cost for the electrical wiring and breakers. Caveat emptor...a more intelligent purchase would have been to purchase from a local company.
Thanks spa pool bbq show for our new master spa. Seamless, from start to finish it was amazing. Went to your show at the fairgrounds and saw over 100 spas on display. Met by your sales staff who introduced himself and shook our hands, that's very important. We were...View full review
Reason of review
Master Spas in Haughton, Louisiana - If you value your hard earned money DO NOT buy a Master Spa !
This spa was a major purchase for my husband and I. My husband has a bad back and we thought the spa could help. This spa has not worked more than it has. Its has been a source of great aggravation and disappointment. Customer service from the dealer has been less than help. Finely sent service tech out after several months of their self diagnosis of thing for us to do and telling us we were doing something wrong. Service tech was to install a new pump today but decided to go against manufacture required filter placement and change filters. This is going to fix it, no need for new pump. Wonder what Master Spa thinks of this solution.
Master Spas Twilight Series - Company service review
Dear friends, We are 1.5 years into our Master Spas Twilight series. Here's my warning to you. Never ever EVER buy directly from them. We bought it at a spa show in Denver and they delivered it directly to our home in Laramie Wyoming. That process was a disaster. It came two weeks late in January and the lid wasn't on it and there were dead twigs and ice water in the bottom. It was delivered by a, no way to say it other than to just say it, toothless rather clueless trucker who had all kinds of problems and was NOT at all associated with Master Spas and really had no idea about it. Start up - what can I say? It was a disaster. Their verbal directions don't match the nearly unintelligible directions in the booklet that comes with the spa. Pre-filter? What is that? Oh, we'll send it to you. Oh, and pieces of the spa (the filter cover/drink holder) didn't come with the spa and also one of the jet controller covers was stripped. Nowhere, anywhere, are there directions for how to control the jets. there are six easily stripped disk-like structures on that are to control bubbles and jets. Not one word is written anywhere about which disk controls which jets and trust me it isn't easy or logical to figure out. We bought this because we were sold a bill of goods. "The Eco-Pure filter made it nearly maintenance free." What a crock! And good luck to you to try to figure out what the *** kind of chemicals you need and when you need to put in. Unless you are a spa brain surgeon you are in for hours of confusion and fighting with your spouse and the customer service people. You are supposed to test daily, before and after you use it...Oh I could go on and on. And that isn't the worst part...their instructions are, as mentioned above, nearly unusable. They clearly did not hire professionals to write their sub-par user manual. Sanitizer? Is that the same as chlorine? Is that the same as Shock? There is no bottle that says the word sanitizer on it but they tell you throughout the booklet to use it. There is no quick start guide. No video instructions. Trust me folks you are on your own and it's just different enough from other hot tub makers...this whole fabulous eco pure system. Well, as you can tell we are very frustrated and disappointed with the service after our purchase and regret like *** that we didn't buy from a dealer. Maybe these spas are OK but do yourself a favor and unless you are an absolute guru do not buy direct from these guys.
Master Spas in Santa Cruz, California - Don't buy!
We have had nothing but problems with our Master spa since we bought it. Worst Spa ever! We have to drain the spa at least twice a month or the water is green. Customer service is horrible as well. We have made numerous calls to the sales man who tried to diagnose the problem over the phone, we have replaced the filters and yet none has ever even came out to look at the spa. One of the selling points on this spa was that you would not have to use chemicals but that couldn't be farther from the truth. Do yourself a favor and don't waste your money on a master spa.
Master Spas in Renton, Washington - Paid premium price for substandard product and empty promises
Scott Witter is a used car salesman. Promises, promises, promises.....until you give him your credit card and drive away. We were told it was a brand new hot tub. I think it was the floor model due to the scuffs and scratches on the edges. We also noted a large crack in the outer casing around the pump and hardware. We were promised it would be cleaned and buffed before we received it. We were told the cracked outer shell would be replaced prior to delivery. We were told we "needed" to have it delivered the next week because they didn't want to bring any inventory back with them to Oregon and the delivery people will contact us. We drained and unhooked our old hot tub. We didn't receive any phone calls. My credit card was charged for a hot tub we had not yet received. I called Scott after a week, Scott lied and told me the delivery people were trying to get a hold of me. He gave me their number to call them and they had no record of me or the hot tub. It was no fault of the delivery drivers, they are just contracted by Master Spas. Finally negotiated a time for the delivery people to deliver the hot tub. When we got it we were soooo disappointed!!!! It was filthy! Apparently it was stored outside without a cover. All the scratches still there. The cracked corner piece was replaced like promised but was replaced with a panel that doesn't even belong to this model of hot tub!!! It doesn't match at all!!! What has happened to customer service??? Scott was bragging about all the ratings being A+ with the better business bureau. Really????? I am an average middle class American and $5000.00 is a lot of money to pay for anything, let alone a product that does not meet my expectations. I was also told this was a medical grade hot tub. I have had a few hot tubs in the past and was using them on a daily basis. This hot tub is below average. We paid way too much for a product that was substandard. Michelle Miller
Master Spas in Suffolk, Virginia - Another leak in my swim spa! :-(
It seems like every 4 months or so I have an issue with my sim spa. I realize it is a complicated piece of machinery but I really don't use it that often for it to have all these problems. The latest is a leak that a technician from Innovative Spas tried to locate. He spent some time trying to figure it out then told me I needed to have a deck person take out the deck around the swim side and he left. My deck is designed in panels, easy to remove!!??? Now I can't get him back for a week due to their schedule! I need a new technician! So frustrating.
Master Spas Hot Tub Review from Warwick, New York
Spa bought in 2008, worked about 40 hrs/yr until 2014. Leaks were initially a problem, which was eventually contained. The main motor controller and board as well as pump electronics went progressively bad until the main board needed replacement in 2014. Parts were not available except for a very expensive full replacement. The spa has not been in use since. Service through the only NY dealer in the area, Concord pools, has been difficult to get. I've been trying for nearly 2 months to arrange for repairs. I have yet to talk to a human being.
Master Spas Hot Tub Review from Detroit, Michigan
Mark Nelson and his team at Master Spas are not only knowledgable but friendly and easy to work with. They have a great selection of tubs and assessories. I LOVE my hot tub!!!
Reason of review
Good customer service
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