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Master Spas's reply to:

Master Spas in Naperville, Illinois - Twilight Series Spa

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.
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#831306 Review #831306 is a subjective opinion of poster.
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Master Spas in Amherst, Ohio - Nervously Happy

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.
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#828077 Review #828077 is a subjective opinion of poster.
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Master Spas Twilight Series Ts 6.2 Hot Tub Review from Ligonier, Indiana

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???
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#822969 Review #822969 is a subjective opinion of poster.
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Master Spas - Michael Phelps Swim Spa Review from Dallas, Texas

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!
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#820023 Review #820023 is a subjective opinion of poster.
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Master Spas - Michael Phelps Swim Spa Review from Dallas, Texas

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!!!!!
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#818611 Review #818611 is a subjective opinion of poster.
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Master Spas in Venice, Florida - New Twighlight Series 7.2 Review

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.
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#810774 Review #810774 is a subjective opinion of poster.
Tags
  • Master Spas Twilight 7 2
Master Spas's reply to:

Master Spas - TS Fit

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
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#809624 Review #809624 is a subjective opinion of poster.
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Master Spas in Pinehurst, North Carolina - What does it take to get maintenance?

We contacted the company who sold us our Master Spa in July of 2015 2 months ago. The sensor and/or heater is not working and is still not working as they have yet to come out to service it. We were first told they had ordered a part and they were waiting on it to come in. Lie #1. When we followed up with they they said that they came out and couldn't get into our house. Lie #2. My mother and her 24/7 care giver is always at home at our house. Anyway, the spa and all of the electrical, etc. is located outside. Now they are saying their repair person is having medical problems. I do hope that that is lie #3 for the sake of the repair person. We have asked for a referral to another dealer that could fix this and were told there is no one. I have model 6000, SN 1505440, date of manufacturing PNAI, P/N X510400
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#804007 Review #804007 is a subjective opinion of poster.
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Master Spas - Review in Plumbing fixtures category from Los Angeles, California

1.8
Details
I bought a twlight series 7.2 spa recently. Good experience with the initial sale. Delivery men were the best aspect. On time, quiet, very polite and made sure the spa was placed exactly how we wanted it. The made sure they cleaned up everything before they left. The problems began after they left. There was no manual included with the spa. It began leaking after being filled. I attempted to call our salesman but couldn't reach him. I called the corporate office and spoke with a technician. I was given information regarding a local repair person. I confirmed it would be covered under warranty. The repair person came and charged me $100.00 fee to tell me we had over filled the spa. He also pushed additional spa cleaning products on us stating the ones we received with the spa were useless. I called the corporate office only to be berated for not reading the online manual. It was so bad I actually hung up. During our conversation it was very apparent there was some type of association between the third party repair person and the corporate offce. He referred to the repairman by first name and said "you just need to pay him. He is a good guy" when I stated wasn't going to pay him since I was told it was covered by warranty. Eventually my salesman, Chad Orr, stated he would reimburse me for the $100.00 fee. I paid the bill but of course never received my reimbursement or any calls from Chad Orr. It is obvious this company will only stand by their word until they make the sale. Nice spa, as long as you don't have a problem with it.
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#798513 Review #798513 is a subjective opinion of poster.
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Master Spas in Southfield, Michigan - Sucks to be me I guess....

1.0
Details
Recirculation pump making noise. Contacted local dealer, Leisure Works in Ann Arbor Michigan and was told gee sorry your 3 months out of warranty. Was quoted $289 for the pump plus $160 for service call and labor. Contacted Master Spas directly, apparently they don't hire the brightest to work in customer service. Told rep that pump shouldn't have failed because hours are low (we empty the tub in summer months). Rep says sorry, nothing we can do, your outside the terms of "the contract". Told rep it's common in service industry for manufactures to stand behind their product even when slightly out of warranty. Again, was told nothing can be done will forward your info. to local dealer.
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#795456 Review #795456 is a subjective opinion of poster.
Tags
  • Master Spas Bad Company