Master Spas's reply to:

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:

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

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

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

My second Master Spa

I had a Master Spas hot tub before and it was over 15 years old, so I replaced it with the same brand. I've had very good interactions with their team. They were very personable and they followed through with what they said they were gonna do. They were handy for me. The tub has very good quality and we are quite pleased with it. I use it every day. It's therapeutic. – Gary B
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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
#1407899 Review #1407899 is a subjective opinion of poster.
Reason of review
Good quality

Happy with our spa!

I saw a Master Spas tub on one of the conventions I had. It has all the features I wanted and it’s perfect. They also had good reviews. I looked at four different manufacturers and one of the things I really like was the energy efficiency of Master Spas because there’s some of them that use three times the energy to heat the water. The Master Spas team set the tub for us and it was pretty much plug and play. It works great. I love the quality of the tub. We use it at least two or three nights a week and it has been amazing. It has helped us sleep and helped muscle aches from the gym. It’s working great for everything we bought it for. We are very satisfied. So get one. – Peter P
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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
#1407897 Review #1407897 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

Tech support

Hello! Someone from our customer care team will be in contact with you soon to see how we can help. Thanks for the feedback!
ID
#1385639 Review #1385639 is a subjective opinion of poster.

Restarting hit tub ti heat

Master Spas's reply to:

Master spa junk

Hi Dennis! We’re so sorry that this has been an issue for you – however since we’re the manufacturer of the spa, and the missing/incorrect parts were ordered from both Swim Spa International & your spa servicer, there’s not much we can do on our end about those parts. Those are two separate companies from us, so we don’t have any way of knowing if the parts orders they’re fulfilling are correct or not. At this point, I believe a member of our corporate customer care team has reached out to both you and Swim Spa International regarding this issue. We hope you’ll be back to fully enjoying your spa soon!
ID
#1385162 Review #1385162 is a subjective opinion of poster.
Reason of review
Bad quality
Preferred solution
Let the company propose a solution

spa delivered 9/21/2017 talked to Lydia 5/24/2018. 3 jets not working needed 3 sent 2. ordered filters 9/30/2018 they sent wrong filters packing list was right item no.268804 set of 3 filters they sent 2 of the wrong filters. 10/2/2018 talked to Lethia needed 3 new jets ordered 3 received 2 one of them was wrong jet. 10/4/2018 Richard Landcaster installed new heater and

ordered me 2 new jets 10/16/2018 called Richard had not received jets yet

he called them order had been miss placed . received jets 10/17/2018

one was right one wrong or broke and still have jets that don't work right

I had a jacuzza spa for 13 years only one jet went bad after 11 years one heater after 10 years and didn't have problems getting the right parts

Master Spas's reply to:

Damages and customer service

Hi Lance. I apologize that you have not had the best experience with your dealer. We are only the manufacturer of the spa, so unfortunately we often don’t hear about situations between the retailer and the customer until we get a review like yours. I want to let you know that our corporate Customer Support Supervisor has reached out to the company that sold you the spa, and has been working to help get these issues resolved for you. We apologize for the poor experience you had, and we thank you for your honest feedback.
ID
#1384359 Review #1384359 is a subjective opinion of poster.
Cons
  • Delivery and customer service
  • Customer service
Reason of review
Poor customer service
1.9
Details

upon delivery they damaged 5 pavers and ripped ceiling fixure out of ceiling.and 2 months latter they have still not taken care of me.they said they would give us chemicals instead of doing repairs I said ok and I will do the work,i called 6 times just trying to get my chemicals.they put us on hold for extended amount of time when we call in.and they don't answer my phone calls when they see it is me,they are very rude.motor was out when we received the spa took them 2 weeks to get out here to fix it.would not recommend buying from this company.we had better service with cal spas and sun dance.we do not know how this company could be high up on list.they tell you they will do something and they don't.have not been happy with master spas and have only had spa for 3 months.

Master Spas's reply to:

Twilight 6.2 faulty from factory

Hi Trevor, thank you for making us aware of this situation. At this point, I believe you’ve been contacted by Noah in our corporate customer service department and that he, along with the people at Hut Tub Universe, have been helping you get these issues resolved. Thank you for your honest feedback – we appreciate it, and we look forward to hearing that you are enjoying your spa very soon!
ID
#1370020 Review #1370020 is a subjective opinion of poster.
2.0
Details

Over 2 months too get it too my door.

In just one week of ownership, this is our problems so far.

Came with the wrong size cover.

Came with a faulty foot jet cluster master blaster that was missing two white rings and kept popping out of its spot .

Now a check valve is leaking all over the inside of the styrofoam,losing valuable water, n chemicals.

I have video and pictures once contact is made from master spa directly. My dealer is amazing so far trying too correct the problems, where is the quality control for your company master spa ?..

I demand too get my extended warranted extended for another 5 yrs, obviously this is a Friday nite shift tub.

What’s next FFS...

Master Spas's reply to:

Thanks for the review. We’re sorry if the warranty was misunderstood. I’d be glad to explain it and will even forward you a copy of the warranty again to hopefully clear up any confusion. As you’ll see in the appropriate section, the ozonator is covered for 1 year...
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ID
#1366919 Review #1366919 is a subjective opinion of poster.
Location
Greenville, Texas

So far excellent service

4.3
Details
I purchased a unit over a year ago and had to delay bringing it home. No worries, they held on to it for me and then actually found a buyer which allowed me to purchase another model - the HL-7 - which I was more interested in. In preparing my walk-out for the spa, they provided pictures and advice on where to bring the power to and also recommended additional supply purchases for the spa so that I did not have to keep coming back every few month. Overall service (phone and email) has been prompt - Alfred leading the way. I will take possession of the new unit in mid-October and will update my review at the end of December 2018.
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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
#1366524 Review #1366524 is a subjective opinion of poster.
Location
Toronto, Ontario
Reason of review
Good customer service
Master Spas's reply to:

Worst experience ever

Hi James. Thank you so much for reaching out about this – please know that I’ve forwarded your contact information and your review to our corporate customer service department. They should be in contact with you soon to discuss how we can help. Thank you for your honest feedback – we appreciate it.
ID
#1364432 Review #1364432 is a subjective opinion of poster.
Cons
  • Dealer experiences
  • Support
  • Company
Reason of review
Damaged or defective
Loss
$16500
Preferred solution
Full refund
1.2
Details
Master Spas - Worst experience ever
Master Spas - Worst experience ever
Master Spas - Worst experience ever
Master Spas - Worst experience ever
Master Spas - Worst experience ever
Master Spas - Worst experience ever

We bought an H2x swim spa trainer from Travis at a spa expo. We had to get the spa craned into a back yard, and when it was on the ground it had bird *** and water all over, and there was *** on the floor of the spa.

Travis told us that this hasn't happened in the 25 years he has worked with the company. He promised us that the spa would be replaced with a new product. Then a couple of days later, we were contacted by Dave with customer support and told us there was no way to get it replaced and we couldn't return it. We were told it would be repaired and that was the best we would get.

So, $16,500 in, and we get something broken. On top of that, we haven't received the stairs, or exercise equipment that was supposed to be included with the spa.

And, we don't even get a user manual with the spa. I would never recommend this product.

Master Spas's reply to:

Customer service is a joke

Hi Gabriel. Thank you for reaching out – it is our understanding that our team has been working with you and has been able to resolve this issue for you. We appreciate your honest feedback, and we trust that you are now enjoying your Master Spa.
ID
#1364133 Review #1364133 is a subjective opinion of poster.
1.4
Details

I needed my filter housing replaced they sent a guy to fixe it after 1 month of waiting he drill through the new fliter housing, his fix is to use some kind of puddy to sot the leak and now 3 ?onths later it is still leaking!! DO NOT BUY A MASTER SPA