Master Spas's reply to:

Beware of Master Spas Travelling *** Show

Thank you for your post. From the details you provided, it doesn’t sound like you ever contacted the factory. Please contact us at 800-860-7727 or customercare@masterspas.com if we can be of help. Thank you
ID
#333479 Review #333479 is a subjective opinion of poster.
Reason of review
Bad quality

We bought a "new" spa during the Kent, WA show at the Showare Center. The spa was wrapped in shrink wrap so you couldn't visibly see the entire resin surface.

When it was delivered there were (5) deep gouges on the control side. We took pictures and called them. They told is that we bought an "as-is" spa on the floor. They did not disclose the damage at the show, but concealled it with the shrink wrap.

They will not let you talk to anyone in management when you call their business.

There is no customer service once they get your money!!! BEWARE!!!

13 comments
Anonymous
#668437

I was interested in the swim spa, and even after some negative feedback I may have still considered doing business with them, if they handled it more professionally. Insulting unsatisfied customers on a public forum.

What a shame these sales/dealers/customer service folks have got to pull it together. To the powers that be, the time,effort, and cost to clean up the front lines will pay back ten fold.

Alvino
#605704

To keep people updated about the Master Spa Swimspa.

The filter jet is still broken, because I will not pay traveling milage of up to $1500 to replace it.

I have not heard from them in the past three weeks after I told them to come pick the swimspa and return my money.

Alvino
#589666

I have tried to work with Master Spa and BBq show - Kevin and now Ross Ericson. Here is the email message from Ross:

Date : Jan 03 2013 11:29:23 AM

From : MASTER POOL S (19524761153)

To : Harlan Yother

"Good morning Harlan, my name is Ross Ericson. I'm the owner of Master Pool and spa. I understand. We have some issues with the swim spa that you purchased from us when you call me back. I'm gonna give you my personal cell phone number. Area code 61236937176123693717. Thank you"

--- Brought to you by Vonage ---

I called him and nothing got resolved. The EcoPur filter is not the same one they brought to the table and showed my wife and I. The filter is different than the one that is in the pool. The pool will not use any chemicals because of the EcoPur filter, but when the pool arrived, a box of chemicals came with and to be use with this filter system. :( The warranty to fix the broken water jets requires a preson that will come from Fort Smith Ar, 150 miles away @ $3 to $5 dollars a mile ($900 to $1500 around trip) to replace a water jet. I worry about the next time the pool breaks. I would have never bought this pool if the salemen told me the truth. They said "locally service people would be available and the pool did not need chemicals because of the EcuPur filter. I told Kevin then Ross to pick up the pool and return my 50% of the $30,000. They have not responded and I will never accept a pool that I did not order.

Anonymous
#582134

At the Spa, Pool & BBQ Show we pride ourselves on trying to provide the best customer service possible. Any un-resolved issues can be quickly resolved by contacting our Customer Service Division at 952-543-0220.

If you contact us, any customer service or service needs (weather your under warrantee or not) will be handled as quickly as possible.

We are in business to provide a great product, backed by a great warrantee, to help bring relaxation to your life, at a discounted price.

We are hear for you not only during, but after the sale of the unit. Any questions or concerns you have can be addressed by contacting our Customer Service Division.

Anonymous
#861741
@PissedConsumer582134

Horrible grammar for a company representative.

Anonymous
#578331

I was mislead by Kevin group at the "Master Spa and BBQ show in Oct 2012. I was shown a h2xforce spa with no black skimmer on the step side.

This one that was delivered had one. They said all hx2force spas are built the same and I sm wrong. Does anyone have a picture of the swim spa without the black skimmer? I was misled too about the chemicals, we ask them over and over agaim if it needed chemicals and they said that the EcoPru filter will handle the chemicals and I would not need to put any in the spa.

What a lie. PS Kevin calls me all the time to get the other 50% of the spa money because I would not accept it until I check it over..

Do not pay or sign the delivery document until you are happy with your spa. It is a mess with Kevin

Anonymous
#654702
@PissedConsumer578331

Mr. Yother I have worked in the hot tub industry for many years and I have worked with the Master Spa product line for the last 6 years.

They are built the same. You were not mislead.

You seem to have an awful lot of time on your hands. I do not know Kevin, but to me you seem like a pain in the *** :p

Alvino
#655115
@PissedConsumer654702

You are right, I am retired and I have the time. I put my name on the line, who are you "12345"? :zzz

Karen J
#567719

Please contact Master Spas directly:They can help you !

Customer Service

800-860-7727

customerservice@masterspas.com

Sales

sales@masterspas.com

Anonymous
#564737

I too just bought a swim spa from the Spa Pool and BBQ show in Myrtle Beach and asked for a manual and business card, of which they could not provide either. They also said it used no chemicals which was one of reasons I went with Master Spa.

Had no idea there were so many reports to BBB! I had to have concrete slab poured because it would not fit where I had anticipated and am waiting for it to set before I can fill it with water.

They were pretty rough in moving it from their truck to the ground. If I have problems, including customer service, after spending almost $20k, I will be joining in on the class action law suit!!!

Anonymous
#522487

We also where lied to by the traveling show. They told us that the spa was chemical free and it's not.

They couldn't even provide a owners manual with the spa. You would think that a company with 22 reports on the bbb would show a little better customer support. Hey are very poor, and back peddle when it comes to problems. I would never buy another spa from them and will make sure that I let everyone in the state of Maine know aot my experance with hem.

Kevin at the spa pool and BBQ show is a crook in my eyes and just another part of the problem. Liers, Liers Liers. Stay away form them, if u don't want any problems.

Again the spa pool and BBQ show are crooks. Watch out for them.

Anonymous
#654709
@PissedConsumer522487

Since you are unable to even spell the work LIAR correctly I don't think you have any business posting on this website. Go get yourself an education.

If you have one you would know that EVERY pool and spa needs to have some chemicals added to it as the water in this country is full of calcium and iron. Most people don't even drink tap water because of this.

Why would you think that water can sit in a heated tub with out need to be treated?

Aparna
#660863
@PissedConsumer522487

Tracy,

All hot tubs are brand new, and have the owners manual attached to the panel inside the spa. They do that to prevent any electrical wiring mistakes as it contains a wiring diagram. Also owners Manuals are available, and always have been online at : Masterspas.com You do not need to use chemicals such as chlorine, or Bromine and drain and fill your spa every 90 days like other manufactures. You maintain a safe ph range, as you would with any body of water (even a fish tank!) Using the equivalent of baking soda hardly constitutes the presence of chemicals! Sorry you felt you were mislead. Any questions can be directed to master spas customer service, open 7 days a week!

Also Considering the high volume of sales, thousands and thousands a year unfortunately you can not please everyone! Some people have delusional, unreasonable expectations all together! All issues ARE however worked on to resolution immediately! I noticed you counted 22 reports to the BBB??? Where you came up with that is COMPLETELY UNKNOWN AND A DOWNRIGHT LIE! Carry a A- rating with 2 complaints, both of which resolved! I challenge you to please not make slanderous accusations and lie!

Hopefully you have since found resolution and are enjoying your high quality, Consumer Digest #1 rated MASTER SPA! Best Regards! :)

View more comments (12)
Master Spas's reply to:

Master spas momentum

Sorry to hear that you are having issues. We'd love to be of further help but will need some more details from you. Please contact us at 800-860-7727 or customercare@masterspas.com. We'd love to help. Thank you
ID
#291011 Review #291011 is a subjective opinion of poster.
Reason of review
Bad quality

if you have had any trouble with master spas momentum built between dec. 2009 and dec 2010 please email at badmasterspahx2@gmail.com I purchase a momentum in dec of 2009 and set up april of 2010 and had nothing put trouble I need help to get the problem solved with my swin spas thanks the tub was a new swim tub that master spas put on the market. The swim tub came from the Oklahoma city from a master spas dealer they are not very helpful or fast about solving problems I am trying to see if there are other people who have problem with this tub or this dealer in the okla area

4 comments
Anonymous
#680025

The biggest mistake folks make is thinking they are going to get a great deal by traveling to one of these shows to buy such a large ticket item. They break just like any machine and I just prefer to have a local DEALER that took my money take care of it.

I have never seen so many negative, argumentative, sleazy sales people attack people that paid too much and didn't get what they thought they were getting. I have been taking care of these units for years and for anyone to believe all you need is a little baking soda is both naive and misleading. Buy local from your local dealer to get a better deal and better support after the sale.

Now all the Masterspa show sales team and there reps can mark this *** Good luck to all.

Alvino
#594401

I need service on my Master Spa Swimspa and they do not have any local service tech people, so they siad they would sent a person from Fort Smith Arkansas which is 150 miles away. The cost for travel ( not included in warranty) could be as much as $3 to $5 a mile = $900 to $1500 round trip. I will never doing business with any Travelling Master Spa and BBQ show.

Harlan

Anonymous
#536843

We sold a few Momentums in that range and had few problems. However, Master Spas factory service was responsive and helpful as can be.

Our customers are happy with their product. I'm sorry you have an unresponsive dealer.

hottubjeff@comcast.net

Anonymous
#416848

Contact the factory 260-436-9100, they are usually very helpful

View more comments (3)
Master Spas's reply to:

Master Spas - Master Swim Spa H2X

Thank you for your post. We'd like the opportunity to discuss this further with you. Please contact us at 800-860-7727 or customercare@masterspas.com. This situation with your suction cover was beyond our control and we’d love the opportunity to explain it to you. Thank you
ID
#260872 Review #260872 is a subjective opinion of poster.
Reason of review
Bad quality

I had a problem replacing my inlet suction cover which was broken at the bottom of the steps. Master Spa will not sell me a direct replacement and that I would have to go with a different type.

I would have to flip the spa on its side and basicly replace all 3 inlet suction fittings.

Do you know how much a 8 foot by 17 foot spa weights and I would need a crain like that to move it. You just can do that and the weight would probable crack the spa being on its side.

So I replace their cheep covers with Stainless steel fittings that I bought off of E-bay for about $14 apeice and replace them all and it only cost me about $45 dollars to replace all 3 covers instead of the pain I would have to go through.

6 comments
Anonymous
#916345

Same issues. Unbelievable.

They don't sell the part because the suction can KILL YOU OR MORE LIKELY A CHILD. Costs 1000 to retrofit less powerful suction.

They know this but refuse to issue a recall or fix the problem. They're going get sued into bankruptcy .only matter of time

Not Unlike GM knowing their ignition switches were killing a small number of people but found it cheaper to do nothing!!

Anonymous
#742520

Can you share how you made the covers I am experiencing the same thing with my hot tub. Thanks

Anonymous
#571127

Same problem, where did you find the SS rpelacement covers?

My email is gbowhay@gmail.com

Anonymous
#442568

Same problem. Please let me know what you guys bought!!

My email is harryfeinberg@gmail.com. Thanks!!

Anonymous
#351118

This is the exact same problem I am having with my LS850! Can you give any info on who the replacement fittings were purchased from?

I've been looking everywhere! Thanks!

Anonymous
#652523
@PissedConsumer351118

I have the exact same problem. Where can i find the stainless steel fittings? Any help is much appreciated!

View more comments (5)
Master Spas's reply to:

Master Spas - Masterspa refused to fix damage caused by their warrantied part

Thank you for your post. We'd love for the opportunity to discuss the situation with you further. Please contact us at 800-860-7727 or customercare@masterspas.com. Thank you
ID
#250346 Review #250346 is a subjective opinion of poster.
Reason of review
Warranty issue

The heater to my masterspa failed at the end of the winter. When I went out to check the water, I discovered that as a result of the failed heater, pipes had frozen and cracked.

Masterspa is replacing the heater under warranty but will not warranty repair the freeze damage resulting from the failed heater. Masterspa's warranty excludes freeze damage. They take the position that the warranty excludes freeze damage, even when caused by the failure of a part which is warrantied.

For a product costing more than $10,000, advertised as the best of the best and intended to be used in the Northeast in cold weather, their approach to customer service is truly appalling. I would never buy their products again.

4 comments
Anonymous
#915099

I do service and technical training for 11 Major hot tub manufacurer's. Masterspas is one, as is Hot Springs, Jacuzzi, Sundance, Artesian...

to name a few. None of them cover freeze damage.

Anonymous
#536834

Chris is absolutely correct. if you live in a cold climate and you don't check on your spa once in a while, then you are to blame. As a MAster Spa dealer for 11 years and a technician for 21 years, I can tell you that no one stands behind their products better than Master Spas and most are terrible.

Under warranty, Master Spas replaces the entire heater component including the sensors, not just the element.

hottubjeff@comcast.net

Anonymous
#536833

Chris is absolutely correct. if you live in a cold climate and you don't check on your spa once in a while, then you are to blame. As a MAster Spa dealer for 11 years and a technician for 21 years, I can tell you that no one stands behind their products better than Master Spas and most are terrible.

Under warranty, Master Spas replaces the entire heater component including the sensors, not just the element.

hottubjeff@comcast.net

Anonymous
#471035

Every single manufacturer of spas does not cover freeze damage like this. Your heater is a a Balboa, absolutely top of the pile. You must have left your tub for a very long time for this to have happened.

It would be like expecting Ford to replace your car because your tire blew and you crashed...

View more comments (3)
Master Spas's reply to:

Master Spas - Master Spa Sucks

Thank you for your post and bringing this to our attention. We’d love the opportunity to discuss this more with you. Please contact us at 800-860-7727 or customercare@masterspas.com
ID
#240250 Review #240250 is a subjective opinion of poster.
Reason of review
Bad quality

I, too made the mistake of buying a Master Spa from Stevenson Pools. BTW Stevenson is whole different and lengthy complaint!!

I am getting ready to file suit against Master Spa.

I have had my stereo and TV serviced 12 times and still they don't work. The finish began to crack after the first year. I called MS and they told me they would give me a $60.00 credit against the cracked finish...the spa cost me $15000.00!!!!

CAN YOU BELIEVE IT??

The only relief will come in court. I will let you know the suit proceeds.

7 comments
Anonymous
#536891

It shouldn't matter where you buy the spa....its all about HOW the spa is made. If its shoddy workmanship..then the spa will break down as mine has.

My suit has been filed and I will let you know the outcome.

If anyone else has had similar problem...please let me know.

Maybe we should consider a CLASS ACTION suit????

Alvino
#590056
@PissedConsumer536891

I am behind you 100%. Tell me about the lawsuit.

Master Spa and BBq show should be denied access to any customers in Arkansas because they have no local service techs. The swimspa in not chemical free because of the EurPur filter, as both salesmen said at the show.

I told them this is not the pool I order and for them to pick it up and return my 50% of $30,000.

Harlan

Anonymous
#817868
@PissedConsumer536891

We are having a similar problem and would like to find out more about the law suit. I think class action is needed. My name is Dave email dsuo2009@yahoo.com thx

Anonymous
#536835

It sounds like dealer problems and not spa problems to me.

master Spas is one of the best spas on the market today. But like any product, not infallible. That is where the dealer comes in.

Sounds like you guys bought from poor dealers.

hottubjeff@comcast.net

I'm wondering if Gevans or Carlos has taken the opportunity to contact Master Spas who in my 21 years in the business has one of the most responsive customer service depts i have ever seen.

Anonymous
#293997

I have an older model Legend 1050, I have had the techs out several times to service my spa too. They are very expensive and do not know what they are doing. The first tech told me that I needed 3 new pumps and a new board and to be prepared to spend upwards of $3,000. Two fuses and lot's of Google research later, I was back up and running (spent $10 on fuses).

The spa department of the pool house I went to are a bunch of baboons.

I do not endorse Master Spa, I wish I never bought this *** thing in the first place, it has been a nightmare.

Magdalyn
#812544
@PissedConsumer293997

Can u please direct me to the info u found on the web for your 1050 master spa. I am we'll am having fuse problems.

Thank you!

Anonymous
#292547

We would love to be of help in resolving this matter as quickly as possible. Please contat Master Spas Customer Service at 800-860-7727 or by email at customerservice@masterspas.com. We look forward to hearing from you.

View more comments (6)
Master Spas's reply to:

Master Spas are Junk. Can't get service.

Thank you for your post. We'd love the opportunity to discuss this further with you and your local dealer. Please contact us at 800-860-7727 or customercare@masterspas.com
ID
#223025 Review #223025 is a subjective opinion of poster.
Reason of review
Bad quality
Loss
$10

I have only had my Master Spa for a year and have had nothing but problems with it. The heater has failed twice and I have had to replace the main pump.

The worst thing is that when I drained it to replace the pump I noticed that the acrylic in the bottom of the spa has a blister and crack in it. I have contacted Master Spas and the dealer I bought it from Leisure Works and they will not do anything about it.

I spent over $10,000.00 of this pile of junk and have nothing good to say about either company. I just want this thing gone and I will never by a Master Spas again.

16 comments
Anonymous
#586982

Master spas of wisconsin will give you a good sales pitch but once they drop your tub off, you are on your own. The swim spa manuels are not user friendly and the controls are difficult to figure out, and you can't get a decent explanation by even calling the manufacturer in IN! Buy a spa locally so you can have the seller come out and give you a lesson.

Anonymous
#536839

Kreg, Chris, SpaLady and Robert are dead on. I have 21 years experience as a service technician and currently work for a Master Spas dealer in NY.

In the 12 years we have carried the product, Master Spas has never given us any reason to doubt their commitment to the customer, the product or the dealer. The have out performed every other brand I have worked with.

I'm not saying they are perfect, nobody and no product is. The difference is how they respond when there is a problem.

For Chris C in NH. I know the dealer there personally and have contacted him on your behalf.

Anonymous
#658844
@PissedConsumer536839

We purchased a Master Spa a bit out of the territory we live in and have had a lot of problems. The same problem really that never gets resolved.

Since the seller is 2 hours away, they are pretty much only giving phone support, though they claimed they sold a lot of spas in our local area (when giving the pitch). There was a oily residue upon the 1st fill of this spa and we have dumped it about 8 times since trying to get rid of it. I am being told that I am the "only person this has ever happened to" and that it has to be a water quality issue.

Well.....since we have brought in water from four cities, that cant be the issue. Spending a little money to get this piece of *** out of my life will be a pleasure!

Anonymous
#534691

I have a Master Spa Legend 1080 spa. In my area, finding a quality service tech is close to impossible.

My dealer went out of business, left me stranded with outstanding warranty issues, and the service companies would take weeks to show, and weeks later to come back....and guess what....without the parts to fix the problem. I called Master Spa directly and there was actually no way to talk to a person, really. I've been pleased with my spa, but it has outstanding service issues dating back to when I purchased it. I'm going to try Master Spas number noted in another posting tomorrow and start this over again.

I'm still within my 5 year warranty and currently have bad electrical control problems. millertime802@gmail.com.

I ain't afraid of ghosts. Master Spa...please feel free to email me.

Anonymous
#503283

I've had the pumps repaired twice,the cheap plastic shutoff valves are worthless,nonstainless steel bolts and screws require a sawsall to move the control panel and bolts that secure the pumps,access to pumps are ridiculous,I paid top dollar for this unit,I show as many people as I can your unit, good luck with sales in Ct.

Anonymous
#498881

Purchased a new spa in mid may and haven't been able to use it because unable to control temperature of water. Constantly increases to plus 104 degrees.

Have contacted a service technician which it took over a week to responed, he finally came out which cost us and he reset board (10 mins. he was here and cost 125.00) and then he left. Problem continues. Also, when they were taking panel off I had to show them because they were doing it wrong.

Also, we have not recieved steps to spa which has been over a month and have called with no repsonse. Have been very disappointed with the service and the performance of Master Spa's. How you have maintained a A+ with the BBB is beyond me.

If I could, this spa would be returned in a heart beat. And yes, I am a for real customer.

Anonymous
#377031

We have been a Master Dealer for over 20 years in the Michiana area, and have over 6,000 Master Spa customers with Master Spas & Swim Spas. We have experienced very few service issues with their products, and I find it very hard to believe "any" consumer contacted Master Spas regarding any service issues with their Master Spa products and we not immediately taken care of.

One thing I will say about Master Spas is "they stand behind their products" 100%. if their dealer has customers with problems with their products, they will repair and/or replace that product immediately. I know, they have replace a couple for us through the years, no questions asked! If your local Dealer is blowing you off on service on your Master Spa, call Master Spa directly at 260/436-9100.

Trust me, it not Master Spa the manufacture that's not resolving any issues you encounter. They pay the deLer to do "what ever it takes" to resolve customer issues if they should arise. Want/need help resolving any issues you have with your Master Spa product, call us, we'll help you resolve your issues.

We're Spas Factory Direct in Mishawaka Indiana. Just ask for Robert.

Anonymous
#345550

Is it? I just spent close to $30,000 on a pool/spa and reading this has me concerned. I've contacted tech support several times and I seem to get brushed off.

Anonymous
#310471

:grin This is so obviously not a real customer... a local dealer who has lost too many sales to Master no doubt...

the control and heating system are Balboa... top of the pile, all the top brands use this system.

2 heaters, a pump and a shell fault... give me a break... :grin

Anonymous
#292710

I agree with the representatives of Master Spas. If a customer makes a public complaint, then refuses to respond when the manufacturer or dealer tries to resolve the problem, they are probably bogus!

competitors who resort to this type of misinformation are a blight on any industry.

Customers who have legitimate complaints need to give the dealer or manufacturer a chance. I would also like to say that this is another reason why consumers should only buy from local, established businesses, not fly by night road shows.

View more comments (15)