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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

Master Spas's reply to:

Master spas a terrible company

Thank you for your recent post. Based off your location, we were able to contact the local independent dealer for more details. They informed us that you haven't paid for the product yet and as a result they cannot arrange for delivery. Please contact your local dealer to finalize payment and arrange for delivery of your new hot tub. Thank you.
Review
#777539 Review #777539 is a subjective opinion of poster.
Cons
  • Customer service
  • Post sale customer service
Reason of review
Poor customer service
Loss
$4800
Preferred solution
Let the company propose a solution

Bought a master spa at a show when they travelled through my town. Signed a contract for a tub, gave a $4800 deposit.

Tub was supposed to be arrive in three weeks. Nobody would return my many calls for three months finally we agreed on a date, had an electrician there for five hours, they didn't show up, they didn't call. Now I found out they will not honor the original deal, nor will they give my deposit back.

Stay away from this company we will probably end up in court. Don't ever give a deposit to this company.

Master Spas's reply to:

Master Spas in West Springfield, Massachusetts - Master Spa too High and Expensive Maintenance, too Much Work, not Enough Enjoyment

Thank you for your recent post on Master Spas Opinions. We're sorry to hear of the water chemistry issues you have had. It definitely sounds abnormal as the Twilight Series has a long history of superior filtration and water maintenance. There are many things that can cause water chemistry issues as your describing. One of our Customer Care Professionals will reach out to you to review and discuss the situation. Thank you
Review
#775410 Review #775410 is a subjective opinion of poster.
Reason of review
Bad quality

PLEASE READ BEFORE YOU MASTER SPA: We have had our Twilight Series spa for just over a year, the spa requires constant maintenance and the maintenance is too expensive, I would not recommend a Master Spa under any condition. If you read the other reviews about low temperature or water not flowing, it is because the filtration system doesn't work.

New filters will clog after 4-6 week and the spa will shut-down, which will require cleaner, however once you soak and clean, they will only last 2-3 DAYS. Have to buy new ones. A filter set is roughly $150. The soaking agent is $15/bottle and you need 2 bottles every time you clean the filters.

After the first 3 months we decided to buy new water and new filters, but with new filters again only lasted 6 weeks before they failed and got no water flow. We have tried everything, from using spa clothes (which is a new term I learned, it is clothes or swimwear for the spa only, you cannot use any kind of soap to clean them), cleaning filters more often, using new filters, using no filters (gross), more chemicals, less chemicals, use spa less (1 or no times a week). Nothing seems to work. Had techs come look at the spa twice, only recommendation was either get new water or new filters and more chemicals.

I will admit at first I wasn’t checking the water every day, now I have become the daily chemical checking expert. In the year we have had the spa we have spent about $1,200 on filters, water and chemicals. I have polled my neighbors and friends to ask them about their spas, not one has had the issues I had. The common response was "never had an issue, never had to change the water and replace the filter once in a while, it never shuts off by itself".

My family loves having a spa...when it works, but it doesn't work more often than it does, so we will be selling this spa and looking to get a better one, or at least one we can enjoy. Again, DO NOT purchase a Twilight Series Master Spa.

Testimonial

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

5.0
Details
Thanks to everyone at master spas for making our hot tub experience tolerable. My husband hates the whole car sales experience. We came to your factory sale picked out a spa and it was delivered the following day. The kids live the lights and water falls. I love love...
View full review
Review
#771532 Review #771532 is a subjective opinion of poster.
Pros
  • Product
Reason of review
Good customer service
Master Spas's reply to:

My Twilight Spa by Master Spas

Thank you for your email. One of our Customer Care Team members will be in touch with you to review the situation further. Regarding the energy efficiency of your TS 7.2, Master Spas is one of only a few manufacturers in our industry that have certified, in-house energy testing chambers. We do this to ensure that we have the most efficient product it can be possibly be and we're confident it is.
Review
#766052 Review #766052 is a subjective opinion of poster.
Reason of review
Spa costs much more to operate then comparable spas
Preferred solution
A new better quality cover would be a start.
Tags
  • Swim spas exercise pools

I'm not happy with the Twilight Spa I purchased at the Redmond Fairgrounds. First, this the third spa I've owned and it's costing at least two and half times as much to operate as spas I've owned previously.

The cover, in my opinion is not substantial enough for normal weather conditions not to mention the colder weather we have here on the high desert in central Oregon. Two and a half times as costly, and the salesman stated that this spa will cost less to operate then any spa I have owned in the past. After an inch to an inch and a half of snow the cover will be totally free of snow only water. The center bar down the middle of the cover sags and snow never builds up above it unless it's extremely cold.

In the past spas have cost no more then $20 a month to operate.

This tub, somewhere close to $50. What the ***...