Master Spas's reply to:

Master Spas - Spa is nice when you can get it to work.

Thanks for reaching out to us and filling us in on your situation. One of our Customer Care members will be reaching out to you to review the situation. The messages on your topside control panel indicate a flow issue that is usually caused when the filters need to be cleaned. When the filters get too dirty the water flow is restricted through the heater causing the hot tub not to heat.
ID
#756948 Review #756948 is a subjective opinion of poster.
Reason of review
Bad quality
Preferred solution
Let the company propose a solution

having issues with keeping spa working after only a few months. indicator says flow failed whatever that may mean. Restarted spa and message is now about no water in the heater, which I can't find anywhere on the site what that means either. Shut off the spa since it is unusable.

Programming is not intuitive. left a message last week on the web site and not one has called. One of the main issues is, I did not buy it from a local dealer so i thought they would be pretty responsive by phone, but it does not appear to be that way. spent a lot of money on something that works intermittently.

Craig Colgrove

cell 602-692-3280

Master Spas's reply to:

Master Spas - Hot Tub Review from East Middlebury, Vermont

Thanks for the feedback. One of our Customer Care representatives will be in touch with you to review the situation and walk you through the water chemistry issues. The TS 6.2 actually has a far superior filtration system to most hot tubs on the market today and doesn't allow for all the bypass that some other spas have. We'll be in touch shortly to work through getting this resolved and get you enjoying your hot tub.
ID
#755165 Review #755165 is a subjective opinion of poster.
Pros
  • Very convincing to sell the product
Cons
  • Feel the product is not worth the money - poor quality
Reason of review
SCUM SCUM AND MORE SCUM
Loss
$7000
Preferred solution
Full refund
1.0
Details

We were looking to buy a new hot tub and went to the show that they had in Burlington, VT. The sales pitch was great. So, we bought the Twilight 6.2 tub. Well, we got it filled and started using it. Love the jets and love the size. What we don't love is that we get "***" all the time. We had a TIGER spa prior to this one and never, ever EVER had any issue with ***. We also seem to use a lot of chlorine. I was under the impression that this spa would NOT use as many chemicals, but in order to keep it correct, we are putting chlorine in every day, *** stuff and we STILL get ***. If I'm doing something wrong, I'd like to know. As I mentioned, this is our second spa and never had any problems before.

We emptied the spa today and I took pictures of the ***. It's not making us happy that we had to empty the spa to get this cleaned up.

If I could get my money back on this spa, we would surely do it. I would NEVER EVER recommend these spas to anyone.

Master Spas's reply to:

Master Spas - I received no personal instructions on use or how to set up the controls.

Mr. Miralles,

The member of our Customer Care team that reached out to you earlier will be in contact to resolve the situation. Thanks for your patience in getting this resolved.

Master Spas, Inc.
ID
#751940 Review #751940 is a subjective opinion of poster.
Cons
  • Poor service
  • Customer service
Reason of review
Poor customer service

After my review I received an e-mail from you telling me your Customer Care team would contact me to review the operation of my hot tub. From a phone call to you I was told to contact a local company called The Spa Tech.

I did so, and he came out. He helped me with a problem draining the spa and told me some things about the controls. We could not go through the set up, because the spa was drained due to cold weather. He then gave me a bill for a service call in the sum of $70.00, which I paid.

I did not expect to be charged for this service because I feel it was something that should have been done when I purchased the spa. Is it possible for me to receive a refund for this bill? Please review it and let me know. Thank you.

Richard Miralles. E-mail dickand joy@att.net

Master Spas - Great hot tub

Thanks to all who participated at the spa pool BBQ show. We went to the well advertised event and were amazed by the deals that were offered. Over 80 spas on display and some were full of water to feel the jets and see all the new features. We bought a twilight spa that retailed for 13,750.00 and after all the rebates and discounts ( military ) we were able to buy the Twilight 8.2 for 8500.00. We chose this hot tub because of the neck and shoulder jets along with the giant foot jets which most of the hot tubs we were looking at did not have. We looked at a jacuzzi for 12k and it had no neck jets or foot jets to speak of, and for a lot more money. We've had the spa for almost 5 months and we are extremely happy. Thanks to everyone who made this process so easy. The last spa we bought only had driveway delivery. Your guys made it look easy. To anyone looking to buy a new spa, the twilight is the one to buy.
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Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#749684 Review #749684 is a subjective opinion of poster.
Location
Midland, Texas
Reason of review
Good customer service

Master Spas - We love our twilight spa

We bought our twilight spa at spa pool BBQ show, we chose the twilight 7.2 because it had amazing therapy. The neck and shoulder jets is what sold us on this model. If you have neck and back issues you and you can afford this hot tub you should buy it. We went to this event and took advantage of the interest free financing. All in all it took less then in hour from beginning to end. We bought a hot tub from Costco 2 years ago, what a nightmare, there is not enough time to express our disappointment in the Costco hot tub. The master spa delivery crew delivered our new spa and for only 200 dollars picked up our old hot tub and delivered it across town to our kids. The process was so easy. To anyone looking to buy a hot tub and are fortunate enough to have a sell in your city you should take full advantage of the discounts. Compared to what we spent on the Costco junk (5800.00) We paid 7900.00 for our master spa it is night and day in both quality and features. Thanks to all involved. We are customers for life. Chris and Ammy Renfro
View full review
Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#745558 Review #745558 is a subjective opinion of poster.
Location
Fort Worth, Texas
Reason of review
Good customer service

Review about Master Spas Hot Tub from Dallas, Texas

5.0
Details
We love our spa. Thanks to Travis our experience was amazing. We knew nothing about hot tubs and always wanted one. We went to the convention center after seeing the ads on television. We were met with a very friendly sales rep and were given a complete presentation about the product available. It's always scary spending that kind of money but with all of his knowledge it made it easy. We purchased on Friday and it was delivered on Saturday. The delivery crew was amazing. After a brief rundown we were on our way to tubbing. Travis asked us to text him or call before we filled the spa. We chose to text and he called back within 10 min. Instead of having to read the owners Manuel he walked us through a 4 step process. The hot tub did the rest. We are so impressed we had to share our story. I know you only hear from upset customers so we always share when the service is great. Thanks again Travis and thank you master spas for making it so easy. We love our twilight 6 person spa. We will tell everybody to buy from you and your company. The Budda Family.
View full review
Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#745532 Review #745532 is a subjective opinion of poster.
Location
Dallas, Texas
Reason of review
Good customer service
Master Spas's reply to:

Master Spas - I received no personsal instructions on use or how to set up the controls.

Richard,

Thank you for choosing a Master Spa. One of our Customer Care team members will be in touch to review the operation of your new hot tub.

In the future, feel free to reach us at either 800-860-7727 or customercare@masterspas.com
ID
#744505 Review #744505 is a subjective opinion of poster.
Cons
  • Customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

I purchased my spa from a dealer from out of our area and when it was delivered I was not given any instructions on how to set the controls, how to drain or even what the different features are. I phoned your company and they referred me to a local repair technician .

I am 91 years old and I could use some help in how everything works. My user manual has different diagnostic codes than I have on the spa. I also do not know if it has the Eco Pur system or the freeze protection feature. I also do not understand how to program it so it doesn't have to run all the time.

Can you send someone out to give me instructions and is it covered under the warranty?

Thank you for any help you can give me. Richard Miralles

Master Spas's reply to:

Our new Master Spas Health Living 8 is lukewarm

Thank you for your recent review. We were able to find your contact details in our system and we'll be reaching out to you directly to discuss the situation further. Master Spas builds some of the most energy efficient hot tubs on the market. However, once the cover is off any hot tub in a cold climate, the temperature of the spa is likely to drop. From what we can tell, the hot tub is operating properly but we will look forward to discussing this with you directly.
Thank you
ID
#739801 Review #739801 is a subjective opinion of poster.
Reason of review
Bad quality

We live in Michigan.

Our hot tub was delivered in August, 2015.

Since winter has arrived, this hot tub does not retain its' desired temperature.

We set the temperature to 103 degrees.

Within the first few minutes of using the hot tub, the temperature drops to 102 degrees, and it does not recover.

And, if you want to enjoy the hot tub for longer than 30 minutes?

Well, "most people don't do that" and "you must have a dirty filter" are the comments we received from the Master Spas dealer, somehow trying to justify the failure of the HL8 to retain its' desired temperature.

And of course, the California energy standards are also to blame.

Everything and everyone is to blame, except for the manufacturer.

Good thing we purchased an extended warranty ... I guess.

Master Spas's reply to:

Master Spas - Not impressed with service so far

We apologize for any issues regarding the delivery of your new MP Force swim spa. Our Customer Support line is open Monday- Thursday 7am - 5pm EST and Friday 8am - 5pm EST. Similar to most other support lines, call volume may be longer at certain times of the day than others. In looking into the situation it looks like the service was initiated two days ago and we look forward to you enjoying your new swim spa.
ID
#738873 Review #738873 is a subjective opinion of poster.
Cons
  • Post sale customer service
  • Customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
1.0
Details

Customer service closes at noon on Thursday and doesn't open back up until Monday! I've seen cutomer service lines that are open 24/7 for electric toothbrushes!

My $26,000 MP Force D is sitting outside in subfreezing temps and cooling down because a heater is not working properly. Just a matter of time until the plumbing freezes if it has not already. (It will have a building built around it soon but the contractor is delayed) We had to place the spa before the walls went up.,Called customer service to get a technician out here and was transferred to an answering service and told they may be busy and not answer the phone right away. Had to leave a message!

Spa curtain was also damaged in setting the Spa in place. No one as of yet has come back to fix it.

For $26,000 you would think they'd have a rep come out to insure everything is working correctly etc.

Still waiting for a response in Ligonier, Indiana.

Master Spas's reply to:

Master Spas - Spa cover

Thanks for your recent review Gil. A member of our Customer Care Team will be contacting you to discuss the situation further. From what you describe, some of this shouldn't be expected however when you actually fill up the spa to get it running, the moisture/steam actually helps to create a tighter seal between the cover and acrylic of the hot tub as well.
We look forward to getting this resolved and you enjoying your new hot tub!
ID
#735732 Review #735732 is a subjective opinion of poster.
Reason of review
Damaged or defective
Loss
$400
Preferred solution
Let the company propose a solution

Material on spa cover tight on one side loose on other side, you can also hear material under separating.also on tv commercial advertise they would take old tub away but you have to pay 250.00 to remove it,should covers keep water from entering tub?Had heavy rains recently and tub is quarter full of water, is this normal to have that much water in spa after heavy rains.Purchased spa in Monterey calif. has any one else had these problems with spa pool and BBQ show.Please help me resolve this problem if anyone can will releave the stress Iam under.Gil Garcia 831-915-2410 thanks

Master Spas's reply to:

Master Spas - Review in Plumbing fixtures category from Ferndale, Washington

Thanks for sharing your good experience with your Master Spas Twilight Series Spa. Keep enjoying and if you ever need anything please let us know at 800-860-7727.
ID
#730972 Review #730972 is a subjective opinion of poster.
Reason of review
Good quality
4.3
Details

18 months ago we purchased a Twilight Series Master Spa - before we read all the negative reviews. So, I was nervous.

But we've only experienced great things! Delivered on time by friendly, knowledgeable people. The spa works great and is used almost daily. Our 5 grandchildren use it weekly and stay in for 1-2 hours (we lower the temp, of course).

All the jets are powerful and working well. We live on an island and were warned that if we had a problem, no one would return our calls. In the first week I had a problem, it turns out I hadn't read the manual correctly, and I left messages with two people.

Both returned my calls that day. So, we are completely happy with our experience with Master Spa.

Master Spas's reply to:

Master Spas - Not Happy, very disappointed

Thank you for sharing your opinion on your new purchase. We've reached out to you with the contact information you shared and look forward to discussing this with you further. The model you purchased is designed specifically for therapy and although small in size it has many benefits not found in other hot tubs in that size category. The ergonomically designed comfort seats in this model do sit low to ensure you can take advantage of the therapy benefits but yes, some people do require the use of a spa cushion to raise them up n the seat higher.
We'll look forward to hearing back from you but feel free to also reach us at customer care@masterspas.com.
ID
#727935 Review #727935 is a subjective opinion of poster.
Reason of review
Not as described/ advertised
Loss
$7000
Preferred solution
Full refund

Bought the spa, thought it would be the best thing for our medical issues, and can't even enjoy it. The seats sit low and I'm a petite woman and my husband is tall.

He fits it well, but I don't. Called the representative who sold it to us and all he would suggest is buying a spa pillow. Not even guaranteed to work, and was very short on the phone. Not at all pleased with the spa or customer service.

We were told that this would help to resolved our medical issues and cannot even sit in it properly for this to happen. Not happy spending a large amount of money and can't get the relief we were told we would get.

Master Spas's reply to:

Master Spas - Review in Plumbing fixtures category from Seattle, Washington

Thanks for your feedback on the experience you had visiting one of our dealers sales. We've reached out to you and look forward to hearing back regarding your experience so we can address the situation with specific details. We look forward to the opportunity to discuss this further with you and provide the dealer you visited with some constructive feedback. Feel free to reach out to us at customercare@masterspas.com.
ID
#727166 Review #727166 is a subjective opinion of poster.
Reason of review
Not as described/ advertised

My husband and I went to a "spa" show at the Expo center in Portland Oregon. It was a joke and very misleading.

The sales techniques were like a bunch of used car salesman.

I wouldn't recommend working with this company. It was a waste of our time and money to drive down there.

Master Spas's reply to:

Master Spas - This was a mistake / Very disappointed/ lesson learned

We're very sorry to hear that you're disappointed in your purchase however at this time any issues you are having appear to be caused by the improper electrical connection. Our owners manual makes it very clear that the electrical connection needs to be made by a licensed electrician. This helps to ensure that the electrical connection is done properly with the top priority always being the safety of you and your family. Although the circuit board was initially replaced, the improper electrical hook up may have caused damage to other components including the heater.
We have followed up with the local dealer you purchased from and they are working to get a technician out to review the situation again. We look forward to you enjoying your hot tub very soon and please let us know if you have any questions at 800-860-7727.
ID
#725578 Review #725578 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$11685

We bought a Twilight 8.25 at the Houston Expo Oct 9th. We had a friend hook it up and found that it would not turn on.

{This was our second mistake) We were charged $1330 to replace the mother board. OK fine, they leave and we notice the HEATER is working. They come back out a week later and made "adjustments". They leave it is working and a few hours later we get errors.

Heater is over heating! I have heard at least 3 ppl are having issues from the expo spas.

Again I am waiting for them to schedule an apt. VERY Unhappy in Sweeny Texas

Master Spas's reply to:

Master Spas - Tub performs well but service is a problem

Thank you for your comments. A member of our Customer Care team will be in touch with you to discuss the situation further. We look forward to resolving any issues so you can enjoy your hot tub.
ID
#721198 Review #721198 is a subjective opinion of poster.
Pros
  • Performance is great
Cons
  • Customer service
Reason of review
Poor customer service
2.7
Details

We bought our ts 7.2 spa at the Big E we got a great deal on it but the service

manual is not accurate and there has been a lot of troubleshooting involved.

You need to change the water often for best results. The local service center

charges $45 trip charges for warranty service . I have complained about broken

pillow and a suction cover. I called customer service and they told me they

don't order parts. The local people that delivered it didn't attach the clips properly

they fell off and they didn't install the locks for the clips . You need to become

a spa tech to own one of these.