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 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
Master Spas in Brentwood, California - Where is the superb customer service I was promised?
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.
Master Spas Sales Manager Review from Atlanta, Georgia
We went on a road show in Marine fairgrounds on March 5th, 2016 and were convinced for a spa as we are redoing backyard/landscaping. We were not sure how it will fit but we're shown felexibility about making an adjustment if we are not able to fit it. Paid $2000 for down payment to be delivered In 8 weeks. Within a week we got our house extension and landscape plans and was told That spa can't be fitted in the space. Master spa was reached, they cashed the check and we requested a refund explaining the grim situation, were told that need to speak to the contractor. contractor called and explained..they refused to budge and refund anything back. We requested humbly for charging some admin fee and refund but point blank NO. We were told to sell it to someone else.Don't any body ever get fooled with their proposal that you can change mind. Master spa salespeople are trained to make sales by hook or crook but once the deal is done..you are done. They are out of state and hard to be reached. They are politely convincing assuring, and promise flexibility by No it's just fasaad. Ross Ercikson sold, delivery manger called..very hard to reach. Don't be fooled and loose your money with uncertainty and zero customer support. If you are not sure, don't be fooled that they can be flexible. The contract you signed will be held against you even though verbally you were told that no issue..they will work with us.Worst experience of our lives and his your hard earned money is sucked with this system and mistrust. If you ever have issue or change your mind just think That you lost the down payment will not see back that money. Very unethical.
Master Spas in San Antonio, Texas - Complaint: poor quality spa and terrible customer service
On March 12th 2016 we went to the Spa/Hottub show in San Antonio at the Freeman Coliseum. We purchased a master spa from Primo spas. We paid 3200 down and paid balance of 7186.57. Spa was delivered on May 3rd by Spa Movers of Austin. Spa movers would not put the spa on my deck claiming the deck was took small and he need more wiggle room. He never attempted to even try. Left my 10,000 spa in the yard on the ground, and left. This guy was rude and unprofessional. Had to call my deck company to check the space. Deck company said space was correct. I told them to create 1 1/4 inch more and they did. Call Spa movers that same day who told me they couldn't come back just to put the spa on my deck for a week. So i had to call another company named Spa Daddy who came out friday May 6 and put spa on my deck. My spa was hooked up and ready to go. First problem was the spa would not heat, took 24 hrs before it got hot. When we got in it worked for about 30 minutes then shut of the jets give codes 17-and 28. code 17 is water flow has failed, code 28 is heater may be dry. checked the instruction guide tried all the trouble shooting but nothing worked continued to give the codes,17-28 and spa would shut off jets. I shut off breaker and starting calling for service. Emailed master spas who told me to contact the company I purchased the spa from which was primo spa. Called Primo spas for 2 days monday May 9 and tuesday may 10 all day NO ANSWER on answer machine. Left several messages no call back. Emailed primo spas no response. Emailed masterspas demanding they find someone to service my spa. They sent me two phone numbers and company names but neither answered phone left messages. Where is the great customers service they sold me on. Where is the person who was suppose to come out and walk us through the start up process. No one came out. So bottom line I got a 10,000 spa they wont work and no customer service for the problem... I AM NOT A HAPPY CUSTOMER...........
Master Spas - Hot Tub Review from Hunlock Creek, Pennsylvania
We have a master spa twilight series going on 3 years now and it hasn't run more than 6 months at a time without needing repairs it has blown 2 circulator pumps,2 heaters and a jet pump we have contacted the dealer we purchased it from they gave us an email to contact the owner haven't ever got a reply this hot tub seem like it is going to be a complete waste of money.
Master Spas - P Straight Review from Schaumburg, Illinois
I was told I could lock down the float over the filter but unless I remove the filter it will not lock down
Master Spas - Twightlight Series Review from Waynesboro, Virginia
I purchased a twightlight series in June of 2015. By September my cover had already dipped in causing water to build. I contacted the dealer by email. In October I was told my cover would be replaced. It is now May 2016 and no response from email. I had a Marquee and my cover lasted 12 years. At this point I am sorry I didn't go with a local dealer instead of a hot tub show.
Response to Master Spas reply for my review #832829
This is in regard to my earlier review of my Twilight 7.2 spa that doesn't work. Master Spa's factory replied that we would be contacted by a service person. We were. He came out Thursday, April 21 and changed a pump. We then changed the water on Saturday, April 23rd. We have purchase two sets of filters for this spa. Each day after changing the water, we changed filters. We scrubbed the filters we took out each day. On Thursday, April 28th, the spa again failed. I'd love to have this boat anchor fixed or taken back with a refund from Master Spas. I look forward to your solution to this ongoing issue.
Master Spas in Muskego, Wisconsin - Heating Failure on our "Hot" tub.
We had our Twighlight 7.2 hot tub since last September. From the beginning, approximately every five days, the heater would fail. We've contacted our "dealer" in Waukesha, WI and all they tell us is "you have to clean your filters." We've been cleaning filters. It sucks!!! Especially during the winter months. I mean having to scrub between all of the folds in the filters. Again, after contacting you Waukesha, WI "dealer," they refuse to look at it. Error codes we get are all over the board. "Water Flow Low, Water Flow Failed, Heater is Dry, Change Water, Clean Filters." At Christmas, we were discussing this at our family gathering. My brother said he, too, had a Master Spa hot tub and was not experiencing any problems like this. And we did change the water back in February. So, I believe there is some sort of mechanical failing within our system. Had I known this type of service was available, I would not have purchased this at all!!! Very disappointed in the service of this organization and it's representatives. Feel free to contact us at 262-719-0012 or my email, email@example.com. My name is Bob Garcia. We purchased the unit at the Wisconsin State Fair. And BTW, I also tried to contact the "sales person" and he failed to call me back.
Master Spas - Review about Legend Hot Tub from Saint Augustine, Florida
We have had our Master Spas Legend hot tub since 2002 and we agree it is one of the best purchases we've ever made. We have moved it from fMichigan to Florida and moved it four times since being in Florida. Every time we hooked it up it started up perfectly. The only thing we have had to replace is the fiber optics bulb. The jets are better than any other hot tub we have ever sat in.
Thank You for Your Reply!
Thank You for Your Reply! We are processing your message.
Thank You for Your Submission
Your comment is successfully posted.
Do you have something to say about Master Spas? What happened? What can we help you with?