Master Spas's reply to:

Wrong color, was told no chemicals needed

Thank you for bringing this situation to our attention. Master Spas is proud to offer comprehensive training programs for our dealers including training on water management. It is disappointing to hear that a sales person conveyed to you misinformation regarding normal maintenance in your hot tub. Regarding the acrylic color, depending on the color chosen there may be variations. Tuscan Sun, while a very popular color, is one of the colors that can vary because there is so much color swirl in it. We apologize that you were unhappy with the color. Please feel free to contact us at 800-860-7727 if we can be of any further service to you. We will also be contacting the dealer you purchased through to make sure these types of things are avoided in the future.
ID
#517785 Review #517785 is a subjective opinion of poster.
Reason of review
Not as described/ advertised
Loss
$7700

I purchased a Master Spa Healthy Living 7 - 2 months ago at a show sponsored by East Coast Spas. I was told by the salesman that we would not need any chemicals because of the new filtration system.

This is the 2nd time I've heard this story once at the Big E and again at this show. When the spa was delivered it was the wrong color. It was suppose to be Tuscan Sun Beige. When I got it the color said Tuscan Sun but it was almost all grey.

I had to keep the delivery and take it up with the company. I've gotten no where. They said fill it up with water and use it you won't know the difference. Sorry I do.

My next step is calling the BBB and also my credit card company and have them deal with the company. I paid a lot of money and looked for years for a spa and this was definitely not a good experience

Master Spas's reply to:

Endless repairs

We'd love to be of help in resolving any and all of your issues. As a valued Master Spa owner, we want to make sure that you are enjoying your hot tub. We weren't able to gather any details on how to contact you through your posting but would love the chance to correct anything that needs it. Please contact us at 800-860-7727 or customercare@masterspas.com as soon as possible. Thank you
ID
#510453 Review #510453 is a subjective opinion of poster.
Reason of review
Bad quality

Owned the spa for three years so far and so far nothing but trouble - if it's not leaking out from the jets and unable to use for months because the service is horrible - to the heater. Not working, the music system not working and now finally the temperature continuously rising it got to 108 we finally just shut it off.

It was set to 99.

I want my husband to get a crane get t out of here and smash it all over the top of a mountain so I can. See it fall to pieces and crumble to bits

1 comment
#931960

so funny!

Master Spas's reply to:

Extreme stress for something that is supposed to relax us

Thank you for your posting. From the details you listed, it sounds like you visited a sales event of an independently owned and operated dealer that sells our products. We'd love to help if you contact us at 800-860-7727 or customercare@masterspas.com. We look forward to hearing from you and getting things resolved with your local dealer.
ID
#507835 Review #507835 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Reason of review
Bad quality
Loss
$7000

We went to hot tub show in Denver and walked in only to find Master Spas. Not a problem.

We hooked up with a very knowledgeble sales man and eventually purchased what seemed to be a great spa for a reasonable price. It was delivered yesterday....deep scratches on one side and the bottom of the tub completely caved in. We did not accept delivery but Master Spa is forcing us to keep the tub and not refund our money.

We just moved into a brand new house and are so stressed by this. I should have listened to the reviews on line.

1 comment
#868273

This is a bogus post...The post came from Maryland and they went to Denver to get a spa?

C'mon...who you think you're fooling. If you have a real problem and you bought a Master Spa,

call their customer service # (800)860-7727.

They don't have a A+ rating from the BBB for not taking care of customers. What brand of spa do you sell?

WE LOVE OUR SPA!

We love our Spa! We use it nearly every day in every season. I am in so much less pain since we got our spa from Master Spas. I have been in spas from other companies and their jets don't even compare. Ours has tons of powerful jets to work out muscle aches. We have had 5* service from installation to maintenance to repairs. The service techs have been professional and friendly. I really have zero complaints. Lord willing we will always own a spa from Master Spas! Heather Barkey
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Testimonial

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

ID
#590464 Review #590464 is a subjective opinion of poster.
Reason of review
Good quality

We would recommend master spas to anyone

i bought a master spa from my local dealer, this being my second spa in 10 years.let me tell you the neck and shoulder jets are fantastic. I owned a hot springs previously and though we loved our hot springs it didnt have near the features as our twilight master spa. we paid nearly 10k for our 7 ft spa with lights and after comparing to similar luxury spas it was a fair deal. within a couple months of buying our spa the dealer closed its doors after 5 years, we were concerned about warranty. my wife phoned the factory in Indiana and within a 24 hrs. sent me a list of 3 service centers in my area. All in all Master spas has gone above and beyond for us and cant wait to use our spa again tonight. thank you master spas.
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1 comment
#888753

How did you get rid of green water issues...following their instructions got me now where....

Testimonial

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

ID
#500683 Review #500683 is a subjective opinion of poster.
Location
Chicago, Illinois
Reason of review
Good quality

Review about Master Spas from Rancho Cucamonga, California

We've had 2 master spas and we love them. Best purchase we've made for our family. We first bought a hot tub from master spas 14 years ago and traded it in for a new Michael phelps swimspa. We use it for exercise and our kids love to swim in it. All in all we have been very happy with master spas.
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1 comment
#888328

We bought a swim spa and wondered if anyone from a winter climate runs it all year, what temperature do you leave it at (for pool and hot tub), what are monthly costs like, and how long does it take to heat up when the kids want to swim?

Thank you.

Love it so far.

Testimonial

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

ID
#493032 Review #493032 is a subjective opinion of poster.
Location
Rancho Cucamonga, California
Reason of review
Good quality

HAPPY HOT TUB OWNER AFTER 12 YRS!

Control Board failed after 12 years, and a pump, but everything else works great on my Master Spa LS700? Kolin Yancey
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Testimonial

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

ID
#590468 Review #590468 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

Having the same problems with. Service

Thank you for your posting. It sounds like you have had an issue with one of the LED lights on your spa. We'd love to help and make sure your hot tub is in perfect running condition for your enjoyment. We weren't able to gather any specifics on how to contact you from your posting so please either call us at 800-860-7727 or email us at customercare@masterspas.com. Thank you and we look forward to hearing from you.
ID
#487340 Review #487340 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$90

Bought a twilight series last august with the same bs about how great the service is.delivered in October with one small light not working after 20 calls and 7months still not fixed or even looked at thank god it was not something serious dont buy this spa kept getting the runaround with everyone I talked to the only people.who seemed interested were the two different service men I have talked to they do not work for master spa hope this helps you decide don't fall for there hard sell like I did buy from a local dealer and not at a fair like me

Master Spas's reply to:

Spa and Outdoor Patio Show Alameda Fairgrounds

Thank you for your posting. As a manufacturer of award winning hot tubs and swim spas, we appreciate any feedback we can get from our valued customers or potential customers. Master Spas, Inc. understans that a potential customers first experience isnt really with our product but with the dealer they are interacting with and we want to make that as good of an experience as possible and we'll be reaching out to the dealer that you visited and had this experience with. We hope you have since found a hot tub that suits your needs. Thank you
ID
#485812 Review #485812 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Reason of review
Bad quality
Loss
$30

I kept hearing the ads on the radio for the spa sale at Pleasanton Fairgrounds, so I drove 50 miles since I've wanted to buy a hot tub for months. Got there and about 15 hot tubs on the ground (never saw anything approaching a patio or any other decorations ).

12 of the hot tubs were marked as sold, but no problem I would still have a chance to ask about the product. No price lists, no pamphlets no info with the displays at all. The sales people were busy so I looked aroud for 15-20 minutes until a sales person became available. I made sure he wasn't working with a customer or enroute to one and I flagged him down.

I asked if he could answer some questions about the products he told me quote "look at our website masterspas.com it has a lot of information on it". He then went over to assist a couple that had just walked in. Really, I just drove 50 miles to be refered to a website.

Disapointed on every level, aestheticly ugly no decks or other ideas on how to display the hot tub, just hot tub on cement floor and clueless sales people. I want my gas and bridge toll back!

1 comment
#812215

We also noticed no patio furniture or BBQs. Only one color of spa to choose from grey.

On the website they have a great selection. As far as those tubs marked as sold.

Good sales feature is all I can say. At $5800 dollars I am not sure where the sale was.

Master Spas's reply to:

AVOID THIS COMPANY

Thank you for your posting. Our factory trained Customer Service Representatives are at your disposal and here to answer any questions you may have. Please contact us at 800-860-7727 or customercare@masterspas.com. We look forward to assisting you and make sure you are enjoying your hot tub. Thank you
ID
#485765 Review #485765 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$4687

I purchased a spa at the local fair ground . .

. big mistake - no local dealer!!!! It took nearly 10 weeks - and now I canNOT be hook tub because there are two tags - one that says 110 elec and another that says 240 elec . .

. I called and the not so helpful man at MS says it is 110 . . .

but the electrician is nervous. . . which is it???

Duh? The salesman who PROMISED good service doesn't even return my call . . .

AVOID this company - rotten service . . . .

. Buy from a local dealer who has a commitment to you the customer - and not form these rotten bums.

2 comments
#852805

If your electrician can't figure it out.....I would advise getting a new electrician. I do not think I would want to get into a hot tub if the electrician can't figure out if it is 120v or 240v. That said it still does not justify the lack of customer support.

Just a Thought

#850290

what do you mean the electrician is nervous, LMAO! you need a real electrician.

you can hook it up either way.

but, I would only hook up to 220v. it saves you a lot of time heating and a lot of money every month on the electric bill...

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I love my master spa

I purchased a twilight spa 7.2 as I need it for my chronic arthritis. I saw an advertisement for a factory direct sale and went to inquire about a spa. I purchased a spa after reviewing this website I was a little concerned. I was asked to look at the BBB and it was an A plus. The salesman then explained that these sights are not regulated and most of these blogs are from there competitors. After having my spa for 3 months I felt obligated to say how incredible my spa is. As far as I can tell my power bill has only gone up 15-20 dollars and the mineral system that we upgraded to is amazing. I was terrified to spend that kind of money on a hot tub but we are happy we did. Thanks for listening.
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1 comment
#802353

Look at the BBB for the company that actually puts on the shows. Master pool and spa out of MN. There are very many complaints.

http://www.bbb.org/minnesota/business-reviews/spas-and-hot-tubs-service-and-repair/master-pool-and-spa-in-saint-louis-park-mn-96001920

Testimonial

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

ID
#477247 Review #477247 is a subjective opinion of poster.
Location
Central Point, Oregon
Reason of review
Good customer service

GREAT SPA!! GREAT PEOPLE!!

Now we vacation in our own backyard. The safest place on earth. We sleep better and wake up fuller rested. Better than paying $100 a week to get a Massage at Massage Envy. The neck and shoulder jets are fantastic. The master blaster foot massagers are the best. They are easy to take care of, easier than a pool. Great Spa!!! Great People!!! We have a hot tub, my friend has a Michael Phelps Swim Spa and they really enjoy it. You can work out in water with a treadmill or stainless steel underwater exercise bike. They use it all the time.Keep up the good work. Brian Green
View full review
Testimonial

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

ID
#590465 Review #590465 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

Horrible Home Show Experience!

Thank you for your post. We'd like to get more information on who you bought our product from so we can contact them on your behalf. Please contact our Customer Service Department at either 800-860-7727 or customercare@masterspas.com. Thank you
ID
#472729 Review #472729 is a subjective opinion of poster.
Reason of review
Problem with delivery
Loss
$27000

I purchased a swim spa from a home show in New Jersey, what a steal. I was taken to the bank with it. They delivered a lesser sized model than I put a deposit on and would not refund my deposit when I refused to take delivery of a different model.

Honestly, deal with a reputable company that is within driving distance of where you live so issues can be resolved eaily and in a timely fashion.

DO NOT buy from a "show team" as they are there for one thing, SALES.

They do not care about you once you've giving your hard earned cash for deposit.

Master Spas's reply to:

Fraudulent Business Practices

Thank you for your posting. We'd love for the opportunity to learn more about your experience. The sales event you describe was not held by the manufacturer, Master Spas, Inc. but by an independently owned dealer however there are a few discrepencies in some of the things you describe. We'd love to get to the bottom of this for you. Please contact us at 800-860-7727 or customercare@masterspas.com. Thank you
ID
#456811 Review #456811 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$100

Beware of these guys, they are CROOKS. Went to the Orange County event in September 2013 after seeing and hearing mega advertising on tv and radio.

I noticed there was not much inventory for sale (near the end of 2nd day). I was told that they would sell out all their inventory and then take orders for product and deliver after the show (requires a deposit). The slick salesman told me that the spa did not need chemicals because of special filter. I then asked him why I could smell chlorine and he avoided answering.

Dumb me that was my first indication of their fraudulent business practices. The product has an appealing look and the salesmen know how to lie, I mean sell. I was persuaded to make an offer on a larger spa than I originally was looking at due to features and "an exceptional deal." The exceptional deal was due to the fact that the unit had some cosmetic damage to the outside of the tub. (The pricing was good compared to the ridiculous high asking price).

I told the salesman I needed to verify that the spa would physically fit in the location of my existing spa. i made a remark on the contract to that effect. I did notice that the contract stated in several locations that ALL DEPOSITS ARE NON-REFUNDABLE. The sales guy told me before I signed the contract, no problem if the spa will not fit we will cancel the contract.

GUESS WHAT, after signing the contract and confirming within several hrs that there is no way the spa will fit they refused to refund the deposit. Their action despite the fact that the salesman admitted that they were able to resell the unit AND at a HIGHER price than I agreed to pay. Why would you keep a customer's deposit when you have not lost any money unless you are a crook. They graciously agreed to allow me to purchase any other product with the deposit.

it was at that point I did what i should have done earlier, investigate who was behind BBQ Pool and Spa Show. At the show I was introduced to a "factory representative." i called the factory and was told that this person was not a factory representative and had no connection to the factory. I was also told that the factory had no connection with the BBQ Pool and Spa show, but yet the factory offered to honor my deposit towards a future purchase. These guys (BBQ Pool and Spa) are sleazy and dishonest.

I checked the product and warranty information posted on the manufacturer's web site and found more inaccurate (or should I say outright lies) information made during the sales presentation regarding product warranty. Plain and simple it is fraud. Look at the posting made by the guy who has a valid warranty claim (Spa keeps heating - temp *** The factory and the seller BBQ Pool and Spa Show both walked away from this problem because it was going to cost them to much to correct.

I am happy that I didnot purchase from these guys.

Robert - HB

1 comment
#798418

No spa can clean with just an ozonator and shock. Forget that filter within a filter too..

just ***. When I asked for some documentation, they referred me to a website that was actually not their own. And, no sales rep would give me his business card. These spas are flimsy, very shallow, poor quality of plastic.

The spa we did purchase is gorgeous and manufactured 20 minutes from my door. We purchased from Coast Spas ....

comparing a lemon to a BMW. Go with quality.

Master Spas's reply to:

Water heats up while in use.

Thank you for your post. We'd like to get more information from you so we can review this situation. You mention that you have communicated with our Customer Service Department. As a result, we will have some records of this communication but in order for us to access these records, we need you to reach out to us so we can know who you are. Also, do you have your spa inside or outside? "Thermal creep" can happen in mid to warm climates just as heat loss can happen in cool to cold climates. We'll look forward to discussing these things with you if you reach out to us at either 800-860-7727 or customercare@masterspas.com
ID
#453014 Review #453014 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Reason of review
Bad quality

I purchased a Master Spas Twilight Series 7.2 hot tub from Orange County Pools and Spas in Middletown, NY in May 2013. Since then, I have had nothing but trouble. The primary issue

is what is called “thermal *** Thermal *** I have discovered, is when the hot tub’s water temperature continues to rise, while in use, above the temperature that the tub’s thermostat is set to maintain. In the case of this tub, the water temperature will continue to rise by 1 degree every 15 minutes for the time that is in use. For instance, the outside temperature the other night was 60 degrees and the hot tub’s thermostat was set to maintain a water temperature of 97 degrees. After 50 minutes of use the water temperature was 100 degrees and continues to rise an additional degree every 15 additional of use until turned off. The Orange County Spools and Spas Service Technician came to our house and ran the tub, observed the temperature rise himself, acknowledged that this problem was occurring and stated that it was not normal for the hot tub to operate in this manner. The technician called Masterspa from my home to inform them.In an attempt to address this acknowledged problem, the Orange County Spools and Spas Service Technician returned to our home several times and replaced the mother board, control panel and both pumps. It should also be noted that one of the pumps was already failing at this point (leaking water about a month after purchase) at the time and needed to be replaced anyway. None of these actions rectified the thermal *** problem. Ben, from the Orange County Pools and Spas Service Department, also told us that he ran the same model in his store for 2 continuous hours and the water temperature only rose 1 degree and agreed that our tub was not operating as it should. The Orange County Spools and Spas Service Technician did acknowledge that the excess heat was being generated by the friction of the pumps themselves and that the tub has no mechanism for cooling itself off.

I have serious health issues, including Lupus and Fibromyalgia. My only son was also recently killed in action in Afghanistan. The hot tub provides a measure of relief from my physical pain and stress, but if I can’t stay in the tub for more than 15 minutes at a time, it makes the tub useless to me and pointless to have. I paid $10,000 for this tub and I should be able to use it. All of my friends who have hot tubs and all of my online research indicate that this degree of thermal *** is not normal operation for a hot tub and should not be occurring. Orange County Pools and Spas’ final offer to us was to charge us $400.00 to come and pick it up, sell it in their show room as a used tub and whatever price it sold for would be paid to us. This is a new hot tub! This tub is under still under standard warranty, we paid for an extended warranty and the problems began- and Orange County Pools and Spas was notified- within 2 weeks of the tub’s installation in our home. This is not how you stand behind the purchase of a new- and expensive- product.

After we had exhausted all attempts to correct the problem, we requested that Orange County Spools and Spas take the hot tub back and refund our money. We were then told by the Orange County Pools and Spas Service Technician – who originally acknowledged the problem because he observed it himself during his first home service call- that we shouldn’t run the tub for more than 15 minutes at a time and that we should add cold water if the temperature rises. Neither of these solutions are expressed in the hot tub’s owner’s manual, nor does the manual state that it is normal for the tub’s water temperature to continue to rise. We talked to the Service Department at Orange County Pools and Spas and to Customer Service at Master Spas, the tub’s manufacturer. Each pointed the finger at each other in regard to approving a refund. We have sent numerous e-mails to Orange County Pools and Spas, and to master spa, regarding this issue and they have not responded. They did reply to our e-mails promptly prior to our purchase of the hot tub, though. They did finally answer us through Orange County Pools and Spas Face Book page and stated that this was normal operation for this hot tub and that a refund would not be approved. We advised them that they are leaving us no further recourse and that we would be consulting an attorney and contacting the Better Business Bureau. We also told them that we were considering posting the details of our ordeal to online consumer websites, so that others would not have to go through what we went through. The person on the Orange County Pools and Spas Face Book page then made a veiled threat by stating “beware that all slander issues will be pursued”. I asked several times who I was speaking to and that person ignored the question and refused to identify himself/herself. So now, I have a $10,000 hot tub that is only 3 months old, that I cannot use, cannot be repaired, cannot get a refund for and a veiled threat from an unidentified person at Orange County Pools and Spas to pursue legal action against us for “slander” if we tell our story (we did save and print the Face Book exchange). This is not good faith business. Instead of providing the relief from my illnesses that I thought it would be, it is causing additional stress and possible financial hardship. If you are reading this, please avoid making the same mistake that we made by purchasing a Master Spas hot tub. Master spa claims we the tub is working, I guess a working tub you can't use the jets more than 15 minutes according to them. however you can use the jets on the lower settings. which is really low that you really cant feel. When we bought the Tub we where never informed of any of this. so they lie to you to get you to buy their tubs. if anyone wants to come over and try my tub let me know I can show you first hand this tub is bad so do not waste your money.. Master spa won't even offer me another model. So don't say I didn't warn you. I did my research and I did see that their were some bad reviews, and after seeing the tub, I said it can't be all bad. boy was I wrong. Now I'm stuck with a 10,000.00 tub that just sits on my deck. once its off of warranty I'm dumping it and getting a new one.. if you decide to buy one good luck.

6 comments
#798430

We visited their show at the Tradex recently just to look at them because none of our investigations into tubs included them. We did buy a superior tub from Coast Spas, and it is amazing.

Anyway, it didn't take me long to recognize bald-face lies when I heard them. 1) No spa can clean with just an ozonator, shock and filters. 2) I smelled the clorine, too 3) No documentation or sales card when I asked for them 4) Sold signs on tubs, how *** do you think I am? If that wasn't a hook, I don't know what is..

the place was empty of customers. 5) cheap plastic covers and short shallow tubs made with very cheap plastic. You have to visit other places to recognize terrible quality.

Sorry you got burned... literally.

#944677
@PissedConsumer798430

we don't use our much which is sad. when it dies will be shopping for a hot tub that has nothing to do master spa, and it will not be with the local guys.

they all tell you what you want to hear. next time we will spends months studying every hot tub out there. we did visit other places this family owned company seemed to own many of the stores. their were only a couple we could go to, and my husband like this one and it was local if something is wrong with it.

the lawyers told me it would cost me more to take them to court so they said it wasn't not worth it. You live and learn. for the guy who thinks the video is *** it was the only I could show the temp going up on a chilly night.

He must work for master spa. ill check out Coast spas..

#785083

i'm a service tech very familiar with master spas and think your problem is related to the pump motors that master spas uses... part of the issue could be a total lack of fresh air getting to the pumps.

master spas has repeatedly OVER insulated around the pumps causing them to run hot... it might be worth looking into this.

#759389

that's the stupidest video I've ever seen! there must be operator error? I've had a master spa LS700 for 8yrs with not one problem!

#757017

I noticed there are several "bs" ratings on these statements

We also have a master spa 7.2 with the temp *** issues

We have also replaced both pumps and just yesterday the 24 hr circulator

Pump died causing a electrical phase issue tripping 2 50a breakers

And the 200a main for house. Had electrician verify everything electrically

Was ok and it is...... For the money our experience has been

Very costly with this spa and we would not buy another master spa

Product. Although very nice in appearance it constantly has problems

And is an energy hog. Our electric bills have increased 80.00 per month

Running at 100 degrees and used for 1/2 hr twice a week. Again we feel

The product is not worth the money or aggravation of leaks, pump failures,

And the hassle we should have heeded the poor reviews

This may not be your experience with the product but it has been ours unfortunately

#757129
@PissedConsumer757017

I'm sorry your having the same problem. we have complained to master spa and they wont do anything.

I hope people read this and do not buy any master spas tubs. once ours dies we will be getting a new one. It's was waste of money. its sad I can't wait for it to break down for good so I can get a new one.

master spa is trash.

it Looks nice but it will cost you. yes our electric bill went way up when the sales person said it wouldn't

:(

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