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Master Spas's reply to:

Response to Master Spas reply for my review #832829

Thanks for your update. A member of our Customer Care Team will follow up with the local dealer to determine what they saw on the last visit. We'll then be in touch as soon as possible so you can enjoy your hot tub.
Review
#839634 Review #839634 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$10000
Preferred solution
Let the company propose a solution
1.2
Details

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's reply to:

Master Spas in Muskego, Wisconsin - Heating Failure on our "Hot" tub.

Thank you for your recent review. There are several reasons that " low flow" error messages may occur. One of our Customer Care Representatives will contact you to review the situation.
Thank You
Review
#832829 Review #832829 is a subjective opinion of poster.
Cons
  • Representative service
Reason of review
Bad quality
Loss
$8000
Preferred solution
Let the company propose a solution
1.0
Details

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, carsam@wi.rr.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.

Testimonial

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

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.
View full review
Review
#832119 Review #832119 is a subjective opinion of poster.
Master Spas's reply to:

Master Spas in Naperville, Illinois - Twilight Series Spa

Thank you for your recent review on your Master Spas. Our Customer Care Team was able to find your information in our system and will be reaching out to you to review the situation. We don't show any contact since October 2012. Having to "top off" the water in any hot tub is normal due to evaporation and or splashing over the side of the hot tub. We'll also look to review the situation with the LED lights on your hot tub. Thanks again.
Review
#831306 Review #831306 is a subjective opinion of poster.
Reason of review
Issues I wrote about in my review
2.5
Details

We have owned our spa for several years now, so I think I can give a truly honest review. I will start by saying I do love my spa, but a couple of things we are not happy about.

After about a year and a half the lights started going out. It was intermittent, and occasionally, but now they are out completely. Also another issue, I seem to be having to add water at least 1 to 2 times a week, which tells me it is leaking, and has been this way since we bought it. I do love the fact that the controls are right on the inside of the spa, easy to reach.

So, while I do love my spa, I have to say with the problems we have had I am not sure I can in good conscience recommend this spa to anyone.

Master Spas's reply to:

Master Spas in Amherst, Ohio - Nervously Happy

Thanks for your recent review. With the information you provided us, we were able to find your registration and records in our Customer Care system. Thanks for your patience on the first model you purchased from your local dealer and we’re glad you are enjoying the new spa. The MP LSX 800 is one of our top models and certainly provides the ultimate in a hot tub experience. Our Customer Care Team will be in touch with the local dealer to review the gfci tripping problem. We can say with confidence that we have an extremely strong track record on the reliability of the equipment used in these spas. We’ll also talk to them about the lack of range in the bluetooth system. Sometimes the placement of the hot tub may cause a shorter range than desired so we’ll give them some tips on that as well.
Regarding the crystal spheres, yes we did discontinue this feature due to quality concerns from the supplier of those parts.
Review
#828077 Review #828077 is a subjective opinion of poster.
Pros
  • Dealer responsiveness
  • Quality of jets
  • Spa massage and dealer we purchased from
Cons
  • Master spa customer service
  • Nervousness of reliability
  • New bluetooth stereo system without radio
Reason of review
Bad quality
Preferred solution
Let the company propose a solution
3.2
Details

We purchased a new LS800, delivered in March of 2016, replacing a dealer floor model we had for about 2 months. Dealer was very helpful and responsive to almost everything. My only reservation is the floor model had issues right out of the gate. Circulator pump went first, then the heater and then a faulty valve. Dealer went above and beyond to make timely repairs, answer questions and assist with getting a new LS800 replacement. Well, 10 days after the new spa was operational the heater or pump has shorted out and instantly trips the GFCI. I am seriously concerned this may be a recurring problem with the Legend Series Spas and I am in for a long road of pump and heater replacements. I am very nervous about the reliability of my spa.

On a positive note, when it was running, the massage delivered by the jets is second to none. By far the best. Fairly quiet. A little disappointed the new stereo system doesn't have a radio. We use the Bluetooth, which doesn't have very much range, and use iHeart Radio and Pandora. Really did like the radio on the old spa.

Last criticism, the crystals for the spa waster feature did not come with the spa. I was told they have been discontinued due to an issue with them disintegrating. It kind of makes the water feature less impressive.

The dealer we have dealt with has been very responsive. I read horror stories about service techs and wait time. We have not had that problem. Our dealer has been great, just wish I didn't need them so often.

Master Spas's reply to:

Master Spas Twilight Series Ts 6.2 Hot Tub Review from Ligonier, Indiana

Thank you for your recent review. One of our Customer Care Representatives will reach out to you and work with the dealer and service person so you can enjoy your hot tub ASAP.
Review
#822969 Review #822969 is a subjective opinion of poster.
Reason of review
Bad quality
1.3
Details

I bought the twilight series spa and with two months of only maybe twice aweek it developed a water leak. It sets on a concrete covered patio so there is no foundation issues that could have caused the leak.

Upon contacting Master Spa, they gave me two phone # to call for service however the pool place $65.00 a trip will not schedule a service date and the one that will wants $210.00 a trip.

Master Spa will no pay these trip charges. My question to anyone thinking or currently owning a Master Spa what good is their warrentee if you have to pay this much to fix Master Spa quality workmanship???

Master Spas's reply to:

Master Spas - Michael Phelps Swim Spa Review from Dallas, Texas

Thank you for the review. We've been in touch with your local dealer and service technician and been informed that the swim spa is operating well. One of our Customer Care Representatives will be in touch with you to make sure everything is working fine and to discuss the situation the further.
Review
#820023 Review #820023 is a subjective opinion of poster.
Reason of review
Order processing issue

I wish that Master Spa was honest. We have called them repeatedly for 5 months.

We have called the toll free number. They promised new filters since the installers put them in wrong. They never arrived and they said they had no record of the call. That is a flat out lie.

We have called everyone for 5 months. We called the repair company ourselves because Master Spa refused to help. They sold us a blaster to clean the filters. They told us not to use it on the mineral filter.

Then they told us to use it on the mineral filter. They charged us $20 to ship the blaster because it was SO heavy. I can pick it up with one finger. WE had to pay for a service call because the tub was delivered with a leak.

That should have been your responsibility.

Pass the buck- that is the policy here. All I want is what I paid for!

Master Spas's reply to:

Master Spas - Michael Phelps Swim Spa Review from Dallas, Texas

Thank you for your review on your swim spa. Our Customer Care team was able to find your information in our Registration system with the information you provided us. We show their was service work performed a few weeks but were unaware of any further issues. The local dealer/service company will be in touch right away to discuss further and get you enjoying your swim spa.
Review
#818611 Review #818611 is a subjective opinion of poster.
Reason of review
Bad quality
1.0
Details

We bought a swim spa in October and loved it- for 2 weeks. It has not worked since.

It had a leak which was not fixed until the 90 days were up. Everyone just kept telling us to clean the filters. The spa still does not work and all we get is a run around. We have $30,000 invested in this and it is not usuable.

I would give it back if I could.

I got this for physical therapy and I am getting worse since I cannot use it. EVERYONE STAY AWAY FROM MASTER SPA, THEY DO NOT STAND BEHIND THEIR PRODUCT!!!!!

Master Spas's reply to:

Master Spas in Venice, Florida - New Twighlight Series 7.2 Review

Thanks so much for the detailed review. We hope you're still enjoying your hot tub!
Review
#810774 Review #810774 is a subjective opinion of poster.
Reason of review
Good customer service
Tags
  • Master Spas Twilight 7 2
4.5
Details

Purchased our spa at the Florida Lakeland Spa Show with Spa's from Southeast Spas in February 2016. We were able to negotiate down from the reported special wholesale price for a new model purchased for the show. It included bluetooth and we added wifi, a cover and lifter, steps, chemicals, and free delivery.

Purchased on Saturday and it was delivered on Monday. A speaker cover was broken while unloading and they forgot to install the wifi before loading on the truck to deliver. They sent DJ out on Tuesday to fix the problems. Took 2 weeks to get the electric permit and installation ($1800 for us - see details below) and started spa two days ago. Sarasota county just changed from a $99 permit to $479 for permanent connection spa permit. But for $99 you can get a portable connection permit requiring an RV like plug at an additional $279 over regular disconnect switch. Same 6 gauge wire and special 60 amp breaker. Justin who delivered our spa walked through the startup and provided all chemicals and how to use them. He took his time and was very helpful. So after we filled the spa it started without incident and is great. No issues and quickly heated to desired temperature and jets are well positioned and very strong and totally adjustable. There is a line inside the filter area which shows how high to fill. So far we like the spa as much as our previous Hot Springs and Jacuzzi spas purchased for prior homes. Directions for both Bluetooth and wifi could use some improvement. Bluetooth worked great with supplied remote for radio, and once we watched a video on how to pair with a smart phone, it permitted Pandora to stream through the spa's very good outdoor speakers. The supplied remote does not show Bluetooth as an option and till you pair which was confusing as it had av1 usb and radio. Still unclear on the role of the remote with smart phone but you do need to make sure you turn the bluetooth on through this remote before using smart phone. Wifi was a struggle due to no error messages when adding SSID and router password. Found a list of potential issues online and problem ended up moving wifi unit to rear of spa and closer to house where signal was stronger (about 7 foot closer), even thought my phone connected to wifi in the original location of the spa wifi box. Good thing they gave us the wifi box with a long cable. The balboa water group app that interacts with wifi permits the same functions and easier to use than the controls inside the spa. The over straps ended in the middle of the speakers with how we put the cover on. They could have put the speakers in another place to avoid this on the same panel. Not a good design here. We purchased a long strap on amazon to solve the problem.

We have had both hot springs and Jacuzzi hot tubs before - so a few comparisons. First Master Spas is cheaper but only has a 3 year warranty - time will tell if this matters. They do sell an extended warranty if you feel you need to do so. Hot springs has their controls outside the unit (Jacuzzi does not) and we miss this as you could always see the temp and lights without lifting the cover, but the smart phone app makes this somewhat less of an issue. Hot springs and Jacuzzi have better side panels - you don't realize this till you remove them and see their construction - however if you don't abuse the side panels, they should all last a long time. Once the covers are off you can see how well insulated the unit is and the strengh of the 2x4 construction. Same as other brands. Interior finish and number of jets are comparable. Jets are fully adjustable and moveable to other locations. Motors are more horse power on Master Spas so will need to see about electric usage. In the past we have seen our electric bill go up by about $100 a month in Florida where it does not get that cold, which the salesman share electric costs if they are not afraid it will scare you. Filter life and costs seem comparable - only 2 filters and an insert where we had 5 on the Hot Springs that last years but cost much more. Master spas has not updated their web-site with the recent improvements and options. We had difficulty finding pricing information for Master spas, as they are not any showrooms close by.

We were able to check the internet while at the show and found as many positive reviews as negative. We read many negative reviews and bashing by what appears to be Hot Springs and Jacuzzi dealers. Southeast spas are not high pressure, and did not misrepresent anything. We had never considered Master Spas and had some reservations but for perhaps 25% less in cost, and after research and questioning the salesman and spending time with the owner, we bought the 7.2. So far we have not seen any of the negatives and we will just need to see how the spa works out. As we have had two spas before we were able to have a good negotiation and able to compare features, functionality, etc. and have a good discussion before purchasing so our best input to you is do your homework in advance of your purchase.

Master Spas's reply to:

Master Spas - TS Fit

Hi Linda and thanks for your review. One of our Customer Care Team members will be in touch with you today and they'll arrange for your TS Fit to be inspected. We're glad to hear that you and your family enjoy using the hot tub and we want to keep it that way!
Review
#809624 Review #809624 is a subjective opinion of poster.
Cons
  • Feel the product is not worth the money - poor quality
Reason of review
Bad quality

We purchased the TS Fit hot tub in November 2014. We have had it serviced once already and have once again been having quite a bit of trouble with it lately. We like to use our hot tub every night and cannot depend on this to be ready to use. It is either not heating or we get error messages. We paid quite a bit of money for this hot tub and I feel it should be working way better than it is. I left a message for Master Spa this evening and hope to hear from someone tomorrow. Thank you.

Linda Bruinsma

Fort Wayne, In

260-414-2266