Master Spas - Wonderful tub, greatest sales and service people!

5.0
Details
We purchased a Twilight series 7.2 tub in February and within 2 days the hot tub was delivered, placed, and unwrapped in the snow. The sales people were fantastic! No pressure gimmicks - just knowledgeable, friendly, and they delivered every promise they made. The delivery guys were professional, courteous, and most of all careful when bringing the hot tub through some very tricky grounds. Not a scratch! As for the service, it was 3*F out, so some of the jets were frozen. I called the service department and was greeted with a friendly service rep that resolved the issue on the first call. The tub was operational in no time! The dual turbine jets allow for a wide variety of jet configurations between the 5 seats without loss of power. The water purification system is the best that I have ever experienced. Most hot tubs have an unpleasant chemical smell, but not the TS 7.2. The filters take out all of the odor without disrupting the water chemistry. I have had it for a month now and have not missed a single soak. I feel 10 years younger and I would recommend this hot tub to anyone that is looking for a high quality hot tub. Thank you Master Spas for a wonderful and beautiful spa! - Joseph Infelise
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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
#1521586 Review #1521586 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

Master Spas - 5 Months And Have Yet To Have Cover Lift and Sides Fixed

Hi Jack – thanks for bringing this to our attention. Our Customer Service Supervisor has reached out to your dealer, Aqua Spas, to see if we can get this issue resolved for you.
ID
#1507460 Review #1507460 is a subjective opinion of poster.
Reason of review
Not responsive.
Preferred solution
Deliver product or service ordered
1.0
Details

The Incorrect lift for our spa cover was installed on our Spa in November. At first the lift was not available.

Then the replacement sides were "on the truck". Here it is 5 months later and we still do not have the correct cover lift.

Master Spas's reply to:

Master Spas - Not good so far - hoping the company can make up for it

Hi Ken. We’ve reached out to your dealer, and it sounds like they were unaware of any of the issues you mentioned in your review. If you’re having any issues with your product, we always recommend reaching out to your dealer first as they are a great resource for help when it comes to your swim spa. With that being said, you should be contacted by a representative soon to see what we can do to get these issues resolved for you. Thank you for the honest feedback – we appreciate it!
ID
#1506712 Review #1506712 is a subjective opinion of poster.
Pros
  • Idea of the product
Cons
  • Reliability
  • Reliability and delivery
Reason of review
Poor customer service
Loss
$50000
Preferred solution
Let the company propose a solution
1.3
Details

Very difficult delivery, pad and electrical installation.

Received very little, maybe no, instruction on how to operate the spa.

Found out it was a floor model, salesman was deceptive on the issue. Thought because I was shelling out a large sum of money, I was getting a new product. I was wrong.

Power switch does not work. Screws around skirting are rusted. Skirting does not fit. The spa was deceived a month ago, these things should not be happening.

Wouldn’t recommend this company to anyone due to very poor customer service. Go with endless pools

Master Spas - Great Quality!

5.0
Details
Better built than others – everything is higher quality and I think that will serve a big difference over the long haul. I’ve had a lot of different hot tub brands including some big names so I’ve learned what to look for. Master Spas offers quality. - Chris Chenoweth
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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
#1520036 Review #1520036 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

Master Spas - Touch pad shot

Hi David! Thanks for reaching out. Unfortunately, due to the fact that you are not the original purchaser of the spa the warranty is void. However, Ryan in our customer service department has sent you an email with a servicer in your area who would be able to replace that touch pad for you. Hope this helps!
ID
#1469614 Review #1469614 is a subjective opinion of poster.
Pros
  • Lets see when customer sevice contacts me
2.5
Details

pad works but you cannot see any icons.pushing in the dark.spa is 6 months old but i bought the house with the spa.any chance of getting a discount on a new touch pad.spa repair guy said these are new style and have their bugs.spa is a twilight model 8000.i think part no. is x279-625.sn in 1813734.thanks.dave schoen.hodamnho@yahoo.com

Master Spas's reply to:

Master Spas - I Call B.S.

Hi again Joe. As we’ve already discussed via email, the company and address listed on your invoice is that of Master Pool & Spa - your retailer. Not us. Again, I understand where the confusion is coming from, as they are similar names - but we also need you to understand that the issues you’re having aren’t with our company, which makes it difficult to resolve these issues. With that being said, our team has been in contact with the people at Master Pool & Spa to see what we can do to get this taken care of for you. We would appreciate your patience while we do so. Thank you.
ID
#1465836 Review #1465836 is a subjective opinion of poster.

Master Spas claims they are not responsible for dishonored promises made by sales staff at show because they are 3rd party vendors yet the invoices the sales staff provide list the same address as Master Spas. Master Spas explained to me that it is the same as Best Buy selling Sony products.

No, it is not, Best Buy doesn't lead their customers into believing they are Sony. At the show, this vendor sold only Masrer Spa products and the address listed on their invoice is that of Master Spas.

Master Spas's reply to:

Master Spas - Promises Denied

Hi again, Joe. Our Customer Service team has both emailed you and left you voicemails since receiving your last reviews – have you had time to follow up with them? To clarify – your complaint isn’t with our company Master Spas, but with the third party company that sold you the spa. We are diligently trying to resolve this issue – but at the end of the day your issue is with an entirely different company, so finding a resolution can be difficult. I often compare it to going into a Best Buy and buying a Sony TV – if you have an issue with the sales or service at that Best Buy store, are you going to complain to Best Buy or Sony? We are only the manufacturers of the product you bought, the issues you’re having with sales and service have nothing to do with our company. With that being said, we would still like to reach out to you and see if there’s anything we can do to help aid in this situation. I understand your frustration, but please be willing to work with us on this. Our Customer Service team looks forward to hearing from you.
ID
#1465072 Review #1465072 is a subjective opinion of poster.
1.0
Details

Purchased spa at Spa and Swimspa Show, S.D. promised free delivery and 2nd placement due to their insistence of next day delivery.

They refused to honor no cost 2nd placement. Spa sits 10 feet from where it is supposed to (pad).

Master Spas - I like my new Master tub a lot more

4.2
Details
I needed a tub that's a little bit smaller and for a single person. I saw Master Spas Healthy Living at a hot tub show in Wallingford and it looked beautiful. It was the only tub there at the show and at that time, I liked it and decided to commit to it. I liked the design of the shell as well as the way they explained to me some technology in it. It seemed like it was right for me. It has 2 seats, a lounge, and jets in all the lounge and seats. I had a no-name brand tub that a guy made in his warehouse and while I like that as well, I like my new Master tub a lot more. The quality of the Master tub is excellent too. I’m using it for enjoyment where I have a drink at night and gaze at the stars. I love it. Also, I made a couple of phone calls with the Master Spas staff and everybody was great and answered my questions. So, I am happy with everything. David Sharron
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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
#1464627 Review #1464627 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

Master Spas - Top of line tub / *** service

Hi Ron. Thanks for providing your feedback. We’re sorry to hear that your experiences so far haven’t been pleasant ones. One of our customer care team members will be happy to reach out to you regarding this situation and where to go from here. Thank you again for providing your honest feedback – we appreciate it!
ID
#1456068 Review #1456068 is a subjective opinion of poster.
Pros
  • Master blaster foot jets
Cons
  • Lack of service
Reason of review
Poor customer service
Loss
$750
Preferred solution
Let the company propose a solution
3.0
Details
Master Spas - Top of line tub / *** service
Master Spas - Top of line tub / *** service

I purchased Master twilight 8.25 series from local dealer and sales reps from Master Spa at sales expo. We have been wanting a tub for a long time. I was impressed with the quality of the shell and components after researching and checking reviews. Took delivery mid November 2017. Delivery process was disappointing and could have been more careful driving truck in yard.

None the less I was extremely happy to finally get the tub in and since there wasn't any set up service available for several weeks, I did it myself.

My wife and I use it around 1-2 times per week. The power of the jets for therapy is amazing, keeping it clean is easier is then I imagined. Very happy to this point.

First real problem was the tub kept turning off and tripping the breaker.

Atlanta Spa came out and replaced the heater saying that caused the breaker to trip.

A few weeks later and the first time we had 6 people in the tub after around 40 minutes when some of us smelt something electrical burning. I noticed that one of the pumps slowed a little and without to much thought left the tub and turned off pump 2. We later found out the # 2 pump was bad and would make a grinding sound and strained to start up.

This was one week before Christmas and still thinking there was plenty of time to get it repaired because of family coming in that wanted to get have use of the tub. Dealer told me they do not stock motors and would have to get one shipped from the factory but the holidays would be a problem because Master Spa shuts down from Christmas to new year.

We finally got the replacement pump installed on January 11th. We didn't use the tub the entire time.

The repairman left me without hooking speakers back up and with a vapor lock after filling. I hadn't experienced that before. They didn't offer to come back and help just instructions over the phone that didn't help. So I figured out how to bleed the system after filling it up, connected the lights, and turned pump on only to notice a leak from main seal on the side of the motor they just replaced. I also noticed the bottom mounting plate was bent and immediately thought it may have been dropped and could of been the cause of leak. Also noticed the motor housing was smaller then pump 1 and didn't have the same Balboa name plate.

They assured me that it was original equipment from the factory.

They came back a week later to replace with another motor "from the factory". This time no damage but again the motor didn't say Balboa. Again left me to refill the tub and with same vapor lock. I called Mater Spa customer service for help and to share my experience while they looked up my serial number to confirm what was going on. They suggested that I call a different service provider saying I could go to a spa service company to for handle warranty obligations,which I did not know.

They also said there was a claim submitted for a heater but no claims on motors leading me to believe I have been lied to and now questioning the motor not being original factory equipment. The motor does not move as much water and makes more noise.

Please let me know what my next step should be?

Call me at 404 391 7091

Master Spas's reply to:

Master Spas - Assistance on Group Project

We love to hear that, Ryan! We’re so happy that your communications and interactions with our team members have been such positive ones. Thank you so much for the kind feedback! We appreciate it.
ID
#1453658 Review #1453658 is a subjective opinion of poster.
Reason of review
They took care of me.
5.0
Details

As part of a group project near the end of the semester, my group completed an analysis on Master Spas as a company. As part of the project, we were required to create a supply chain map of how products are manufactured and reach the consumer, including all logistics and transportation networks that the company uses.

Over the course of my academic career, I have taken part in many group project similar to this one. And I can say that Master Spas was one of very few companies that went to extraordinary efforts to help my group and I complete our project. With that, I would like to give a shoutout to their customer service department of their Master Spas Parts division.

I was absolutely amazed with the helpfulness of the website, particularly their 24/7 online chat. As you can probably tell, they will help you with any topic or question that you may bring up. It is my apologies for not remembering specifically who I spoke with, but they assisted me with all of my questions and then redirected me to someone that did for questions they did not know. Absolutely amazing.

Moreover, I would like to give a express my thanks to Justin Ginder, Customer Support Supervisor, and Toby, Freight Expert for Master Spas, who helped answer all of the questions that I had regarding our school project at a critical point in time. The reason I emphasize critical point in time, is that our group got going on the project a little late and needed immediate responses from the Master Spas team in order to meet the required deadline.

Much to our surprise, we received responses to our questions via email within hours of sending them. In all of my experiences throughout school, I have never had a response time as quickly as theirs. On top of that, all of our questions were answered and with in detail, which was very insightful when it came to our project's completion. It was because of them that we sounded like experts on our projects, and did quite well.

It is clear from our group's discussion with Toby and Justin that they cared about the information that we were researching about them and they cared about keeping the reputation of their company intact. And overall, they were great people that wanted to see us succeed. Absolute class at its best.

Although I cannot speak from a customer perspective, I think it is this level of attention to detail, dedication to their company, and compassion for others that separates this company and makes them the kind of company that consumers want to do business with. Not only did our group learn a lot about them as a company in terms of what they do, Like we also learned something even more powerful, which is the importance of taking care of your consumers even if it means giving the extra effort.

I give credit to Master Spas for hiring employees like those in customer service that I spoke to, Justin Ginder, and Toby, because it is making the different in winning customers over.

My group and I would like to thank each of you in all that you contributed to our success again! Like Happy

Master Spas's reply to:

Master Spas - From the start It was a disappointment, unill I called in and spoke with Dallas Erickson.

Hi Jeff. Thank you so much for providing your feedback. While we’re incredibly sorry to hear that your spa, as well as the service you received, didn’t initially meet the standards that we promise - we are happy and relieved to know that Mr. Erickson was able to help get things resolved. We hope that you will be enjoying your spa for many years to come. Again, thank you so much for the feedback! We greatly appreciate it.
ID
#1446501 Review #1446501 is a subjective opinion of poster.
Reason of review
Dallas Erickson Customer relations manager
4.3
Details

I purchased a hot from a hot tub expo in my area.

The Sales guy did had my address wrong on one of the 2 pieces of paper.

Not sure had that happened since he was coping from my drivers lic.

I was told to expect deliver 7 to 10 business days. I got a call the very next day saying the new hot tub would be delivered tomorrow. I wasnt ready to receive the new hot tub. So they guy said he would deliver it on Friday of that same week.

I got a call from the delivery guy saying they would be to my house between 1000 AM and Noon.

I never heard from any one again. No Show no call.

I called the hot tub place, and spoke to someone who said they would look into it and get back to me. Again No call back.

I got a call from the delivery guy on Sunday afternoon, asking when he could deliver my hot tub. I said how about this last Friday, since no one showed up like they were suppose. We settled on him showing up on Tuesday of the coming week.

Next, I was told there would be a $250 charge to pick up my old hot tub. Even though the commercial said free pickup and removal of old hut with purchase of new hot tub.

The guy showed up to remove the old tub, said he couldn't do that. and he had to drop off the new hot tub. I have no place to put the new hot tub because the old was still in its place.

After the tub was placed in my back yard. The delivery guys left.

I did not get a chem kit, the tub looked used, a corner was damaged, and knocked off the tub itself.

The filters were dirty and nasty.

I called into the number given to me, and reached a person name Dallas Erickson. I gave him a full update as to what has going on and happened. I told him I was extremly upset and not satified.

Dallas, was very professional, he listen with empathy, and did not apology, he was understanding and asked me to send him pics of the issues. He told me what he was going to do to fix and regain my trust in his company.

He has been good to his word.

- He sent me a chem kit. like he said he would.

- he sent me 3 new filters.

- has ordered the replacement corner to replace the scratched corner.

- has got my old hot removed and I didn't get charged from the delivery guys like they said I should have.

- Dallas has followed up and even has made sure I have a way to contact him if he is not in the office.

He is going above and beyond to make sure I'm a satisfied customer.

I ahve a son who is pending a new delivery of a hot tub from this company as well. !st sign of trouble I will be giving Dallas's number to him to make sure he doesn't go through what I've been through.

Dallas has re-earned my trust in this company and product. If it weren't for Dallas I would have written the worst review that has ever been written. I just can't now, due to the customer service I've received from Dallas.

Thank you sir for all you have said you would do for me and my family on the new hot tub, and taking such great care to earn our trust back with this company.

Master Spas - Disappointed that my spa was faulty from factory
Master Spas - Disappointed that my spa was faulty from factory
Master Spas - Disappointed that my spa was faulty from factory
Hi Jillian. Looking at the pictures you provided, it appears that your spa was winterized before being delivered to you and unfortunately didn’t get connected again before delivery. Often times, dealers will ask us to winterize the spas we make for them before sending...
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ID
#1440712 Review #1440712 is a subjective opinion of poster.
Location
Boston, Massachusetts
Master Spas's reply to:

Master Spas - Cannot find website to register ny Master Spa

Hi Gary! If you go to our website, www.masterspas.com, click the “Resources” tab in the upper right corner, and then scroll all the way to the bottom you should see a button that says “Spa Registration”. Hope this helps!
ID
#1437794 Review #1437794 is a subjective opinion of poster.
Reason of review
Where to register spa

Cannot find/see where to register my Master Spa

Master Spas - The best you can buy!

5.0
Details
I had a Cal Spa years ago and it was nothing but trouble. So, I got the Master Spas and it lasted me a good 10 years and then things started to get long in the tooth. The TV stopped working but that's normal and that happens on almost every tub. So, I decided it was time to upgrade rather than to invest in a lot of parts. We recently got a Twilight 6.2 from Master Spas and our new tub is better because it only holds 250 gallons. So, it's easier to take care of. I also like the continuous circulation and I like the spa cartridge that has the minerals. It's nice and it's very quiet compared to my last one. It's the best one you can buy. The last one I had was the one they had at Camp David and that was the top-of-the-line one. But this one is good quality, if not, better installation quality. They also put it in and they took the old one out. It was an easy and painless job to get it hooked up. I hooked it up myself and it was great. It was a good experience. The reps also get right back to you and they know everything on the phone. They don't have to talk somebody else. But if you do, they'll call you right back. Mark E.
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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
#1421611 Review #1421611 is a subjective opinion of poster.
Reason of review
Good quality

Master Spas - The perfect stress reliever

My wife's an RN, and she has a lot of stress in her back. We looked for one with the most powerful jets we could find, did a lot of homework online and looked at a lot of spas, including Marquis, Sundance, and Costco. I'm a big Costco nut but after doing my homework and looking at what they got compared to Master Spas, we felt Master Spas was by far the strongest we found, so we decided to go that route. ThermoSpas also came out to the house. For about the same spa we got, they were $21,000 and I ain't spending $21k on a spa. We got the Twilight for eight or nine grand and it's well worth every penny. After looking at a bunch of spas, Master Spas would be the only spa I would recommend to get. Even the service, such as delivery and installation, is great. It went as simple as could be and I couldn't believe it. It was awesome and overall a good experience. We love the spa. It's of a higher quality and it has a one-side lounger. I like the big feet thing at the bottom, and it's got two little powerful jets for the feet that kick off. I usually hop in that thing before I go at night and I sleep like a baby. It's definitely a good stress reliever. – William H
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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
#1407902 Review #1407902 is a subjective opinion of poster.
Reason of review
Good quality