Master Spas's reply to:

Broken parts in hot tub

Hi Evan! Thanks for reaching out about this. Our customer service team has sent you some extra diverter caps.
author's review
ID
#1877495 Review #1877495 is a subjective opinion of poster.
Preferred solution
Deliver product or service ordered
New Reviewer
Master Spas - Broken parts in hot tub
Master Spas - Broken parts in hot tub

One of the 2 main valves (Large circular handle) for the jets broke off, this has already happened with the other one and a replacement was sent. I need another replacement part as soon as possible, please send or call me. Also since these keep breaking it would be good to have a few extra for the next time this happens again.

845-323-****

727 Foxdale Avenue

Winnetka, IL 60093

Thanks

Evan

User's recommendation: Stock up on the large circular jet valves handles, because they break off frequently / easily.

Helpful 0 Not helpful 0
Report
Master Spas's reply to:

Want to talk to corporate about an independent distributer

Hi Rosalie. We’ve talked to Mr. Kerns and it sounds like he has followed up with you. We also apologize for our ads not being clear enough, we’ve talked to the company that had placed the ads about making sure they are clear and specific regarding the event being by appointment only. Thank you for sharing your concerns.
author's review
ID
#1844768 Review #1844768 is a subjective opinion of poster.

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer New Reviewer

Shawn K***. Posted a event for 27-31 in Conroe,TEXAS@ 500 SE LOOP 336 .

WAS VERY DIFFICULT TO FIND, NO COMPANY SIGNS OR ANYTHING ADVERTISEMENTS OF EVENT. NOTHING STATED IT WAS BY APPOINTMENT. I REALIZE THAT CORPORATE HEADQUARTERS IS NOT RESPONSIBLE FIR INDEPENDENT DISTRIBUTORS. I DOWNLOADED COUPON AND AM INTETEDTED IN A SWIM SPA.

FLIER STATED HUGH DISCOUNTS. THANK YOU FOR YOUR TIME

Helpful 0 Not helpful 0
Report

Completely satisfied!

4.8
I have owned several spas over the years including the Hot Springs and Dimension One brands. Decided to try a Master Spas Twilight 7.25 and after having it for the past 3 weeks I thought I would share my thoughts. This is a quality spa, impressed with construction once I removed the exterior panel. All connections secure, no manufacturing debris, hooked it up and it ran flawlessly from the start. Very powerful pumps, jets are superb and easy to adjust. Took a little time to figure out what valve controlled what seat but have that down pat now. Most people post reviews when something goes wrong with a product but dont necessarily praise when they are delivering a positive experience. Not the case here, a great spa, no hiccups, runs great and Im a very happy consumer!
View full review
Helpful 2 Not helpful 0
Report
Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.
ID
#1843741 Review #1843741 is a subjective opinion of poster.
Location
Sarasota, Florida
New Reviewer

Fabulous

4.5
Thank You Master Spas! Your customer service and kindness needs recognition. Since I have had my swim spa, you have gone above and beyond with helping me maintain and doing the right thing by covering what is needed under warranty without hesitation. You have come from Fort Wayne to Dayton everytime. Everyone from sales to technicians to delivery has been outstanding. I have the spa for my lower back which my doctor had written for since I use swimming for exercise and had so much success with water therapy when I was in a wheelchair and could not walk. I was able to get back to my profession and can continue to work well with being able to swim and do exercises regular on my night shift schedule. My spa broke on Friday after the rain storm on Thursday, and the salesperson communicated with me about what to do to protect spa until they could get someone out this week. They came out today from Fort Wayne to help get the spa back and running during all this National Emergency so that I can continue my therapy and my exercises since there is no pools or rec centers open!! Thank You Again!! User's recommendation: Yes, I would buy from them, because they will make it right if broken!
View full review
Helpful 0 Not helpful 0
Report
Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.
ID
#1828407 Review #1828407 is a subjective opinion of poster.
Cons
  • No 24 hour customer service
Resolved
Master Spas's reply to:

Master Spas - Would love to leave a review on the product, but have not received it or had any contact regarding when we should expect delivery. - Resolved

Hi Tamara. Thanks for your feedback. After receiving this review our Customer Service Supervisor, Justin, reached out to both you and your dealer. As I’m sure he mentioned, your spa was finished here at the factory on 2/24 and should be delivered within a few days. Please don’t hesitate to reach out to us should you have any more questions. Thank you again for your honest feedback!
author's review
ID
#1813155 Review #1813155 is a subjective opinion of poster.
Preferred solution
Deliver product or service ordered

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer New Reviewer
1.0
Update by user Mar 26, 2020

On Sunday, March 22nd in the evening I received a text from delivery person 1 asking if it would be ok for them to deliver between 7:00 and 7:30am Monday. I said yes and indeed they delivered around 7:45am, they didn't put the step together and left the plastic and cardboard in the yard.

Electrician had it connected by Tuesday and we filled, heated and put in chemicals.

Went to turn it on and the control panel is freezing up. Did some troubleshooting with tech on the phone, but it's not an essential service during Covid-19 so we may need to wait.

Update by user Mar 21, 2020

Update: I received a call on Thursday, March 5th from both the spa dealer and the manufacturing plant. I was told by the dealer that the hot tub was being shipped and I should receive notice from the local delivery person within a week.

That day I was contacted by Master Spa that they felt I should have left my review for the dealer, but gave me the manufacturers number so I could call should I have any further issues. No call from anyone for the week, so I called the dealer on Friday, March13th and was not able to get any information or updates so I called the processing plant to find out they were closed at noon so I couldn't get any information there. Monday, March 16th, I Called the dealer again and was told that I would be contacted soon (really! Again, no help), proceeded to call the processing plant who shared a different number to Master Spa.

I called that number and they shared that the hot tub was in our local area and I should have been contacted for delivery. I was given the number to the delivery person, so I proceeded to call him immediately. He arranged a delivery time for Friday the 20th between 9 and 11 am. On Wednesday, the 18th I received a call from someone else saying they wanted to arrange delivery of my hot tub.

I stated I was confused as I had talked to the delivery person and they had arranged to deliver Friday. He said he probably got the paperwork by mistake and to disregard the call. On Friday the 20th I have my electrician waiting for my call, expecting to hook up the hot tub between 10am and 12pm, husband is here waiting to assist. No call, no show.

I try calling original delivery person several times and text with no reply. Call the 1st number to Master Spa to which they say they will call the delivery person and have him call me immediately. No call for another hour, so I call the delivery person again and he answers. He acts surprised that I've called him and said, didn't the other delivery person contact me?

He had been reassigned and wouldn't be able to do the delivery. I let him know I was expecting delivery that day and had an electrician waiting and I would appreciate him getting my hot tub to me that day, he said he'd get back to me shortly once he got it sorted out. He didn't call back within an hour, so I called Master Spa again. They said they would call me back before the end of the day.

I called every hour after that to be told they were checking into it and would get back to me. Still no hot tub or call back to let me know what happened and what they will do to rectify the situation. Knowing what I know now, I would never do business with this company again.

Communication is key and there has been very little from the company to me unless I write a review. Seriously disappointed.

Original review posted by user Mar 05, 2020

We purchased a hot tub at the Portland, OR expo center on 1/26/20, were told we would receive it in 4-6 weeks and are at 5 1/2 weeks now. We' ve not been contacted by Master Spas as of today, 3/5/20.

I'm thinking we should have at least received a call saying it's shipping. When I call Master Spa (I've done so 3x at 3, 4 and 5 weeks), they say that the 4-6 weeks is an estimate and that I should receive a call soon.

They don't have any communication from the plant and can't tell me if production is on time or behind. I understand that it can take up to 2 weeks for shipping after I get the call, so we are not off to a good start.

User's recommendation: Know you may not receive in a timely manner and they can't give you any information other that they'll call you when it's ready to ship.

Helpful 0 Not helpful 0
Report
New Reviewer

Highly recommend a Master Spa

5.0
We have owned our Master Spa for 14 years! 14 years of enjoyment and carefree maintenance, It was a great spa.Our Master Spa has had a lot of use over the 14 years. When we first bought the spa, our children were teenagers. Our son played high school football and college football. There were many times that we would come home to find my son and several of his football player friends and their girlfriends in the hot tub. It was nice seeing them having a good safe time.My husband had (he is now retired) a very stressful job. He was a Peoria Police Officer. He worked 3rd shift. He would get home in the morning and get in the hot tub and again in the evening before his 3rd shift. We live in Illinois. Having a hot tub during the winter months was so nice! It makes our long winters bearable. We decided to get a new hot tub due to one of our motors stopped working plus a few other issues. I highly recommend Master Spas.
View full review
Helpful 0 Not helpful 0
Report
Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.
ID
#1796108 Review #1796108 is a subjective opinion of poster.
Location
Peoria, Illinois
Pros
  • Maintenance free durable
Master Spas's reply to:

I got screwed

Thank you for sharing your experience. We want everyone who purchases a hot tub from Master Spas to have an experience that is as relaxing as soaking in a spa. Our customer service team has been in contact with you and visited your home to check on your hot tub. It might be helpful to check out our YouTube channel, where you can find how to videos and quick tips that make it easier to maintain and enjoy your hot tub. The owner’s manual is also a great reference for troubleshooting any operation issues. You can always find your manual under the resources tab at MasterSpas.com.
author's review
ID
#1794369 Review #1794369 is a subjective opinion of poster.
Loss
$3150
Preferred solution
Full refund
New Reviewer
1.0

I've had my 7.2 twilight for almost a year, the touch pad got water in it, and I always had pobkems with the pump not shutting off, now I found it has not been filtering since I got it, no wonder I've draining it every 3 or 4 weeks. Supposedly there coming to replace another part next week.

But I've had to fight with them over these for weeks. Take my advise, don't buy a master spa, if you want one I'll sell you mine, cheap....

Helpful 0 Not helpful 0
Report
Master Spas's reply to:

Love the tub but not happy with cover and siding

Thank you for reaching out to us, William! As you know, our corporate customer care team has reached out to your dealer and they are currently working to get the siding and lifter bracket issue resolved for you. They’ll also be looking at your cover to determine what the issue is, as it sounds from the description you emailed us that it may be a chemical issue. Thank you for your patience as we work to resolve this for you.
author's review
ID
#1774736 Review #1774736 is a subjective opinion of poster.
Pros
  • Great hot tub
Cons
  • Cover weak and siding does not fit anymore
Reason of review
Bad quality
Loss
$500
Preferred solution
Let the company propose a solution

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer New Reviewer

This will be my 3rd cover in 2.5 years they keep deteriorating from the inside and the siding is coming apart at the corners also where the cover lift is siding and support are cracked due to installers missed studs that lift was screwed to. Bill Bjorke 651-368-**** or billbjorke@***.com

Helpful 0 Not helpful 0
Report
Master Spas's reply to:

Really Disappointed Twilight 8.2

Hi. We’re very sorry to hear that you’ve had some issues with your Twilight 8.2. I’m assuming that the $80 you’re paying for service calls is a travel fee. Travel fees are determined by the servicer and are not covered by the warranty. I’ll have someone from our Customer Care team reach out to you so we can send you a free set of filters for your troubles. Thank you for the feedback – we appreciate it!
author's review
ID
#1763145 Review #1763145 is a subjective opinion of poster.
Pros
  • Would be nice if worked without breaking
Cons
  • Poor quality
Reason of review
Bad quality

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer New Reviewer
2.2