Welcome to Master Spas Opinions

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.

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.

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.

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

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.

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.

I did not have any issues with the general quality and function of the Midnight 6.2 series Model 5300 spa until recently. Part of the sales pitch was how good the service was, unfortunately, the service really sucks as no one has responded to me for nearly a month now, despite the two different forms of communication I have tried.

In August of 2015 we went to the Spa/Hot-tub show in Pleasanton, CA at the County Fairgrounds and we purchased a master spa. We paid and scheduled delivery. Delivery was late but not the fault of the delivery team but rather the fault of the previous customer (who did not understand the concept of clearance to get into his backyard location). It finally arrived and was placed correctly. Following the directions, I had 220v electrical power installed and after filling with water it started up immediately.

I had no problems with the spa until April of 2016. The spa started leaking water from underneath the spa. Initially I thought this was water that splashed over the sides during a party. Later, when it was just me in the spa I noticed the leak again. After removing two side panels, I finally found the leak coming from the end of a PVC pipe that appears to have an overpressure valve or something like that. This valve, when it is in use, sprays water directly on the inside of the spa on the wood and other parts.

After playing with the valve a bit, it no longer leaks when running the circulation pump, but when the jet pumps are on this valve streams enough water to lower the hot tub level by half an inch per half hour. Being in California, with the drought and all, a leak of this magnitude is pretty significant, plus it is keeping half of everything inside the hot tub panels damp.

This is where I started sending service requests through Master Spas website. I received no response and left voice messages with Master Spa. So where is this great customers service they sold me? After reading the other posts, it seems that it was all “sales fluff” and I have only a partially working spa.

So my conclusion is that the hot tub is good, but if anything ever breaks, you are going to have to find and pay someone to fix it.