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Master Spas's reply to:

Master Spas - This was a mistake / Very disappointed/ lesson learned

We bought a Twilight 8.25 at the Houston Expo Oct 9th. We had a friend hook it up and found that it would not turn on. {This was our second mistake) We were charged $1330 to replace the mother board. OK fine, they leave and we notice the HEATER is working. They come back out a week later and made "adjustments". They leave it is working and a few hours later we get errors. Heater is over heating! I have heard at least 3 ppl are having issues from the expo spas. Again I am waiting for them to schedule an apt. VERY Unhappy in Sweeny Texas
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#725578 Review #725578 is a subjective opinion of poster.
Master Spas's reply to:

Master Spas in Derby, Connecticut - Tub performs well but service is a problem

2.7
Details
We bought our ts 7.2 spa at the Big E we got a great deal on it but the service manual is not accurate and there has been a lot of troubleshooting involved. You need to change the water often for best results. The local service center charges $45 trip charges for warranty service . I have complained about broken pillow and a suction cover. I called customer service and they told me they don't order parts. The local people that delivered it didn't attach the clips properly they fell off and they didn't install the locks for the clips . You need to become a spa tech to own one of these.
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#721198 Review #721198 is a subjective opinion of poster.
Tags
  • Hot Tubs Swim Spas
Master Spas's reply to:

Master Spas in Toronto, Ontario - A Disappointing Experience So Far

1.0
Details
Purchased a Master Spa (Michael Phelps Legend Series) in early August 2015. Was advised that delivery would be in 6 weeks. Before actually purchasing the spa, I found the service at my local dealer very high quality. They called or texted every day and answered all my questions. After paying the initial deposit though, I never heard a thing...4 weeks passed, 5 weeks, 6 weeks. The hot tub was now "late" based on the 6 weeks I was advised and I hadn't heard anything. My phone calls for assistance either went unanswered or with vague promises to have someone else call me, which would never happen. After two weeks of this, I finally spoke with one of the owners who advised that the hot tub was at their location and could be delivered that week. Why couldn't anyone else advise me of that? The hot tub was delivered on a Thursday evening...they were late arriving and given the time of year (mid October 2015), it was now already getting dark. Was advised that the trailer had a flat tire, hence the delay. The hot tub was delivered by the owner of the company with no helping hands. It was up to me, my boyfriend and the owner to haul the new hot tub off the truck, push it across my property into the back yard, load up the old hot tub and get it on the truck (removal of my old hot tub was part of the deal). I was advised that this was because I had received just a great deal on the tub, they didn't want to pay for the delivery. The process of moving the tubs in the dark - oh and of course it started raining as soon as the owner arrived! - took over an hour and half. Not a pleasant experience and also meant that by the time the tub was in place, the electrical wiring was soaked and it was deemed unsafe to hook up that night. So, the hot tub sits filling with rain water on cold October night. Owner came back 2 days later to assist with hook up. Got everything hooked up and went to turn the unit on. The circulation pump won't work. All the jets work, the lights work, the control panel is working and showing my water temperature - but the unit itself is not circulating water through the heater in order to heat the water up. Multiple errors messages appear and after attempting to solve the problem myself I had to call the owner again. He arrived 8 hours later (which was appreciated), replaced the circulation pump and when that didn't work decided that the problem was that ice must have built up in the lines while the tub sat empty for those two days. Now he says I just have to wait for the temperature to get better outside so that the tub will work. Forecast shows slightly warmer temperatures in 2-3 days. All of this to say that I am less with impressed with the $13,000 purchase I made. Frankly, I am regretting it. The tub I have just purchased is more useless than the 30 year old unit I was trying to replace. The late delivery with no customer service, coupled with the fact that the tub isn't even working is extremely disappointing. It also of course has me worried about the overall quality of the tub - if a line froze in October while it was empty aside from some rain water - how is this thing going to handle a Canadian winter? Perhaps I will feel differently if/when the hot tub actually starts to work and isn't just an artifact in my yard. I promise to add another review if this is the case. My advise at this point though for anyone considering a Master Spa would be to consider other options.
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#719167 Review #719167 is a subjective opinion of poster.
Master Spas's reply to:

Master Spas in Luzerne, Michigan - The Best From Boyne City, The Best Master SPA PURCHASE , DELIVERY & SET UP !!

5.0
Details
This was all done in 1 day. The temp went from 64* to 99* in the matter of minutes. The color of the light is like the "NORTHERN LIGHTS". The Jets are just like "BROADWAY JOE" tossing the "DUKE". The direction changer is like "GOING DOWN A WRONG WAY STREET TO AVOID THE COPS". The control panel is like "NASA" "CONTROL", We have a SPLASH DOWN!!! Any one from "BC" who would like the opportunity to have a SPLASH DOWN, PLEASE contact Master SPAS for the BEST OPPORTUNITY IN SPA PLEASURE. Now for the punch line "THIS SPA IS BETTER THAN LAKE CHARLEVOIX" BEST, Greg Odette
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#701996 Review #701996 is a subjective opinion of poster.
Master Spas's reply to:

Master Spas - No Service what so ever

I purchased a Twilight Series spa, Model ts40. When I went to drain the spa, I found that there was no drain plug installed. I called Master Spas on 7/14/15-10:45am, spoke to Paul..he said he would contact a service tech to check it out. A service tech came out and confirmed that there was no drain plug. Paul said that I would have to pay a service charge to cover the amount that Master Spa would not pay to the service tech. I said that I should not have to pay for anything that should have been standard equipment on a new spa. I then talked to Brian on 8/10/15-1:20pm, and he said he would try to resolve the situation. I then talked to Jessica on 8/14/15-11:10am, and she said the same thing. Nothing has been done. There seem to be no service backup for their spas, and no quality control. And why should a customer have to pay for something that is standard equipment. I have given thought to have a Lawyer become involved just for the reason of their lack of concern for the customer.
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#699404 Review #699404 is a subjective opinion of poster.
Master Spas's reply to:

Master Spas - Company lacks in customer service

3.7
Details
IN general we are happy with our H2X swim spa, it has been a great way to exercise and enjoy the summer. However, customer service is sorely lacking. We recommend that you do not buy directly from manufacturer because you will not receive much help after the sale. Their "customer service" agent advises to call a local retail service provider (not naming who) The local retail provider says they can't service us because we did not buy the spa from them. We called another company name that the customer service agent provided to us and that company laughed and said they really can't drive 2 hours one way for the work. We are stuck without help, and MasterSpa really doesn't care because they have our $23,000. Lesson learned, don't buy direct!
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#691097 Review #691097 is a subjective opinion of poster.
Master Spas's reply to:

Master Spas in Quispamsis, New Brunswick - Master Spa seems loud, constantly running, high power bill and some jets seem weak

Master Spas - Master Spa seems loud, constantly running, high power bill and some jets seem weak
We recently moved into a new to us home with a MasterSpa. We had a Beachcomber at our previous home and loved how economical it was to run. I am not used to high power bills for hot tubs. Is here anything we can do to bring this down? Also, it is loud and seems to run all day/night. We read the manual and can't tell whether or not there is a better setting to have it on to keep this from happening. Lastly, jets on half of the tub turn on full blast when we hit the "jets" button and the others seem to stay on "aux" mode with very weak output. Is this supposed to be the case? I've attached a photo with some tub details.
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#680168 Review #680168 is a subjective opinion of poster.
Master Spas's reply to:

Master Spas in Topeka, Kansas - The Purchase Experience

My interest...a three person tub. My non-interest...all the whistles and bells. There are good reviews and bad reviews for all the manufacturers. No one has a perfect record. Like the saying goes, "you pay your money and take your chances". Had thought the Artic Fox would work best for me but there was a Master Spa Road Show just a couple of miles from my house. They had a floor model close to what I was looking for and about a third ($2,000) cheaper. Like I told the sales guy, I think the Artic Fox may be a better tub, but not $2,000 better. But here is where I see some discrepancies: My sales guy (Cain) was from the Ft Wayne factory but wrote the contract on behalf of an Oklahoma City based company. He told me I was buying factory direct and cutting out the profit of the middle man. Nice sales pitch but I am skeptical as ***. The factory claims a AAA Better Business rating. Here is how the get it: If there is a dispute with an unhappy customer they can duck the issue by saying they did not sell the unit, their dealer made the sale. Which is what is often repeated on this web site. Anyway, I have very little respect for the BBB, I have found them to be more interested in protecting their fee paying business members than the unsuspecting consumer. I don't regret my purchase and am looking forward to soaking in my tub. Will write a follow up review when I get the tub installed.
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#679406 Review #679406 is a subjective opinion of poster.
Master Spas's reply to:

Master Spas in Pretoria, Gauteng - Model CS738L - L for Lemon

Back on 8/23/10 your company delivered spa to us that we purchased at the Indiana State Fair. The spa was delivered as promised, our old spa was removed, & we were given a very quick tutorial on operation & handed a book of instructions, which was not easily understood. But we got it filled & operational & enjoyed it for a little over a year when we got a message "heater too hot." We tried to figure out what to do from our instruction book & finally called the spa people we always dealt with. Young man worked on the spa all fall & into the winter but couldn't get it fixed so we had it winterized. Thinking it was a 5 yr. warranty as stated on your website, we had it looked at again & at your suggestion called your guy who told us the same thing to try as our guy had said. Warranty turned out to be only a year but when our guy finally figured out what part was needed he couldn't get from you because he wasn't an "authorized dealer" & you wouldn't release the part. Bottom line, we lost our desire for a spa so it sat there until we finally decided to get rid of it when the cover started falling apart so we took a saw to it. No one wanted it. We should have called you a long time ago to have it picked up. I will say it appeared to be well constructed though the lid never would stay on the filter & the extra filter left did not fit our model. We just felt like your customer service was lacking as we tried to deal with your company through it all finally giving up. So no recommendation from us for Master Spas should anyone ask.
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#677684 Review #677684 is a subjective opinion of poster.
Master Spas's reply to:

Master Spas in Mercer, Pennsylvania - I paid 10.000 for a LEMON

2.8
Details
I paid close to $10.000 for our Master Spa, Twilight series. This spa NEVER came with an owners manual, we have also never been able to use the stereo system them cost $800.00. It has had several leaks, the jets work off an on and the mother had to be replaced in the first year. This hot tub was suppose to be enjoyable and relaxing.. It has been very disappointing. The company we bought this tub from has fixed, or has done their best to fix any and all of our problems, however it's not even been paid off and it's been a true headache, it has cause more family drama then ever. I sometimes feel that this tub had been used and resold... Other times I feel I bought a lemon. It's not even two years old! Very disgusted.
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#670631 Review #670631 is a subjective opinion of poster.
Tags
  • Legal terms