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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...
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Location
Central Point, Oregon
Reason of review
Good customer service
Review #477247 is a subjective opinion of poster.
Testimonial
0 comments
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...
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Reason of review
Good quality
Review #590465 is a subjective opinion of poster.
0 comments
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
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Location
Edison, New Jersey
Review #472729 is a subjective opinion of poster.
1 comment
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...
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Review #456811 is a subjective opinion of poster.
6 comments
Master Spas's reply to:

Master Spas - Water heats up while in use.

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.
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Review #453014 is a subjective opinion of poster.
1 comment
Master Spas's reply to:

Master Spas - Master Spa Momentum problem was fixed by Master Spa

We bought a 2010 series Momentum 50 Master Spa. We had problems with the swim spa from the very start. We were in contact with the dealer every few months and they came to fix the spa at least 6 times (2 hours drive each way), but the problems kept returning. The problem was largely that the swim spa area would heat up and we were not able to lower the temperature to a comfortable level. There was also a recurring problem with the propulsion system. After 2.5 years, Master Spa decided to solve our problem permanently. They sent two service technicians from Wisconsin to Cape Cod, Massachusetts (20 hours drive) and they worked for two very long days to completely re-plumb our system. It now works like a charm. They charged us NOTHING for this exceptional service, even though some of the repairs were out of warrantee. To all the complainers I only have to say that Master Spa delivers on their commitment and stands behind their product. All it takes is patience and persistence and good record keeping, but that is true for all large purchases.
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Review #450996 is a subjective opinion of poster.
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Master Spas's reply to:

Master Spas - Spa failed at one year. Company refuses to consider covering cost of repairs

We purchased our spa at what was advertised as a factory direct sale in Syracuse NY in July 2012. The reason for our purchase was theraputic as my husband has a fused spine from a car accident. The spa was delivered the next day as they were packing up the circus was obviously leaving town the next day. We had our spa professionally installed in mid September because it took time to have a contractor lay the cement pad and do the wiring. We used our spa and properly maintained it accordingly for one year and two weeks. On September 25th we check the spa to find out that it was no longer operating and the circuit breaker kept kicking out. We called the manufacturer who gave us the number for a local repair company and advised us that it was no longer under warranty. The repair ended up being for the pump/control unit and cost us close to $500 to repair. According to the repair place a warrenty of only one year is very uncommon and there should be no reason why the product failed at one year. I have been trying to take this issue up with Master Spa whose website states that they stand by their product after the sale to no avail. Apparently not on top of it obviously being a very poorly made product. One of their main selling points is that it is made here in the U.S. and we were happy to support and maintain jobs here in the U.S. which was another reason for buying this articular spa. Considering that technically the warrenty was only two weeks out of time they should have at least attempted to resolve our issue. Instead this company takes a too bad so sad attitude. Be warned that while company boosts that they stand by their product on their website and states they make a the highest quality spa when the opposite is in fact the case. Be prepared to pay to fix this product or turn it into a very, very expensive fish pond in one year.
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Review #450841 is a subjective opinion of poster.
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Master Spas's reply to:

Master Spas will not uphold the warranty they told me I had with them.

We purchased a Twilight series spa at a show in Colorado Springs. We were told to register on line and we did.We printed out the warranty which said it has a 5 year warranty. Now at 4 years, the control panel is out and they tell me I only had a 3 year warranty and the cost to fix my problem will cost over $500.00.Also when they delivered the spa the cover was back ordered for at least 3 weeks. What good is a spa without a cover. Then when we started using the spa. The pump went out. That was covered under warranty but the spa was only one month old.
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Location
Colorado Springs, Colorado
Review #430571 is a subjective opinion of poster.
0 comments
Master Spas's reply to:

Master Spas in Alameda, California - Master Spa Stay Far Away

I was taken by this company! I am a college educated adult that has never been so *** in all my life! I was recovering from surgery that is my excuse. So at the expo we got told all kind of total BS and that the price was so great nearly 6000 for a 3 person spa. We were shown all the awards, promised high efficiency, promised the electric needs at my house to get the spa running would be under 1000 and that the product is superior. I immediately said, I will go home, call my electrician and than come back or call. That was when heavy sales tactics took over, there won't be anymore spas, you should sign now because its a great deal. So, two days later after doing the research and getting electric estimates I called to cancel my counteract (three days in CA) I received harassing phone calls from the delivery guy, the lady at the base office was rude and I never got a return call from the manager. I did get a call from my sales rep that talked me in circles , stated she has strong morals and would never do her job if it was not legit. So, they would not cancel my contract. I cannot sale the POS because everyone reads the reviews, I was only dumb one that did not. And 4 electrician estimates later cheapest quote so far to get house up to par 3900. So that was a lie from them too. Smooth talking cheats and a 6000 lesson in life for me. Oh and a brand new spa that will never be used.
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Location
Alameda, California
Review #426055 is a subjective opinion of poster.
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Master Spas's reply to:

Master Spas in Media, Pennsylvania - Love & Hate My Master Spa

Went to a 2010 Spa show in Wilmington Delaware and purchased a Master Spa (Twilight 8.3) through West Chester Spas, Pa (No longer in business). Spa was delivered in May, 2010. I have to say I love the Spa, but have had yearly issues from day one! From the start, the circulation pump was bad. Spa was under warranty and was repaired, Great! Spring 2011- the heater went bad. Under warranty, Great! Spring 2012- Spa kept shutting down. After several days and several calls with West Chester Spa, it turned out one of the NEW filters was bad and not flowing properly. They replaced filters, Great! Spring of 2013- Noticed the water level kept dropping. One of the LED lights, which hadn't worked properly for about two years (but didn't really bother us) was cracked and leaking. Also the Spa kept shutting down. Why? Bad Heater! One Month out of warranty! Not Covered! Customer Service tells me it's due to Bad Water Chemistry. Really!!! I am meticulous when it comes to any maintenance in my home. I have followed their suggested cleaning and filter & water changes. We spent $9000.00 on a Spa that needs a new heater every two years? Randy Media, Pa
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Location
Media, Pennsylvania
Review #418802 is a subjective opinion of poster.