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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

Master Spas's reply to:

Master Spas in Pinehurst, North Carolina - What does it take to get maintenance?

Thank you for your recent review. We value and appreciate your feedback. We were unaware of any situation with your spa but the serial number you provided us will help us contact the dealer you purchased from and make sure they are following up with you to resolve this service issue. A member of our Customer Care Team will then follow up with you as well to ensure that the situation is resolved. If at any time moving forward you would like to get in touch with us, please feel free to email us at customercare@masterspas.com or call us at 800-860-7727. Thank you
Review
#804007 Review #804007 is a subjective opinion of poster.
Cons
  • Dealer
  • Why is it already broken
Reason of review
Warranty issue
Loss
$8000
Preferred solution
Let the company propose a solution

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

Master Spas's reply to:

Master Spas - Review in Plumbing fixtures category from Los Angeles, California

Thank you for your recent purchase of a Master Spas. We were able to find your contact information in our Customer Database however we have no record of any conversations with you. It sounds like you may have contacted the retailer you purchased through and that they directed you to the local service company. One of our Customer Care Representatives will follow up with you to review the situation further. Thank you
Review
#798513 Review #798513 is a subjective opinion of poster.
Reason of review
Poor customer service
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.

Master Spas's reply to:

Master Spas in Southfield, Michigan - Sucks to be me I guess....

Thank you for your recent post. Master Spas and our dealers strive to provide excellent service and support to our mutual customers during and after the products warranty period. The warranty period provides in-depth coverage for a set amount of time as determined by Master Spas, Inc. and our suppliers. As we strive to provide a consistent and top notch experience for all our customers, we do not make exceptions on warranty extensions but both your local dealer and Master Spas will continue to provide you with exceptional service for as long as you need it.
Review
#795456 Review #795456 is a subjective opinion of poster.
Cons
  • Poor customer service regarding warranty
Reason of review
Warranty issue
Loss
$450
Preferred solution
Replace recirculation pump under warranty.
Tags
  • Master Spas Bad Company
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.

Master Spas's reply to:

Master Spas in Roy, Utah - What service?

Thank you for your recent post. A member of our Customer Care team will be following up with both you and the local retailer to make sure this issue gets resolved to your satisfaction.
Review
#792593 Review #792593 is a subjective opinion of poster.
Cons
  • Post sale customer service
Reason of review
Poor customer service
Preferred solution
Replace tub

We purchased a Twilight series hot tub in Nov 2015. Immediate problems--waterfall leaked.

Dealer worked hard to fix but the water level continued to drop 1/2 to 1 inch daily. After thorough going over by the dealer, SEVEN leaks were found. Pictures were taken, all documentation done and submitted to Master Spas. No resolution as of Feb17-almost 3 months after purchase!

Yesterday we were told the man who makes these decisions is on vacation. We don't want to write the words we are thinking that describes how we feel about Master Spas who manufactured and sold a leaky hot tub.

Master Spas's reply to:

Master Spas - Hot Tub Review from Omaha, Nebraska

Thanks for your recent review. Every spa we build has an easy access drain under the front panel that you can hook up to a garden hose. We'll reach out to you to review and make sure you're following the recommended maintenance routines as well. Thanks and happy soaking!
Review
#786900 Review #786900 is a subjective opinion of poster.
Reason of review
Bad quality

We have had our master soa nearly a year now. We previously had a Catalina soa.

Biggest mistake we have made concerning our upcoming retirement. It has the mineral filter which is supposed to reduce the chemicals needed. Baloney, the water is constantly cloudy even if we use it or not. The spa has a constant sickly mineral smell.

We have tried different chemicals to no avail.

Also it came with no drain, we were told to siphon out the water with a hose and that doesn't work very well. On positive note to it is beautiful to look at.

Resolved
Master Spas's reply to:

Master Spas - Review in Plumbing fixtures category from Plainview, Texas - Resolved

Thank you for your recent post regarding your new hot tub. We had the opportunity to review the situation with your local dealer and it sounds like you have been in touch and are getting the issue resolved. Thanks for your patience and enjoy your new spa!
Review
#778272 Review #778272 is a subjective opinion of poster.
Master Spas - Review in Plumbing fixtures category  from Plainview, Texas

Update by user Feb 11, 2016

Master spa replaced our pump today....Just in case it was damaged...Thank you!

Original review posted by user Jan 26, 2016

Our new spa was delivered today and the main pump would not start up..it would only hum. The delivery guy tried both speed settings and got nothing but a hum..

He called someone and was told to check the wiring. .he did and everything was good. He then tried to turn the motor shaft with a screw driver but it would not turn...until he tried again and got it to move...he then started the pump again and he started slowly with a clicking sound...as it started running fast it started to move water out of the jets...but still didn't sound right compared to pump two. The delivery guy did write down on his paperwork that pump 1 was not right and I signed it and then he left I went back to the tub and found Ice floating in the spa....Could it have been froze up from its ride from up north? Next problem. ...I found the wood at the base had cracks In It. (See photo)

I again followed up with our sales person at Atlas spas in Texas and he had Tom Long from Atlas contact me..Tom said he has been In the business 35 years and he does think I will have any trouble with that pump...He also said the all Master spas are build with the low quality wood on the bottom and they all have cracks right from the factory and assured me that it was presure treated and I should have no trouble with that either...and because I was upset about his answer. He did offer to send someone out to caulk the cracks and repaint the board. For a charge because it's not a warranty issue...

Here's my thoughts...For the $9500 we paid for this tub. The motor should be replaced. Just in case there is any damage..as for the cheap wood used in the frame. Thats my fault....I assumed that your advertising was true... But how can your frame be sealed wood...with cracks running through it? At this point..would I ever buy anything from Atlas..NO..Would I ever buy another Master spa...NO