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Master Spas's reply to:

Master Spas - Service tech

Thanks for letting us know, Jonathan! One of our customer care reps will be reaching out to you shortly to help.
Review
#1282733 Review #1282733 is a subjective opinion of poster.
Tags
  • Great Quality

can not get out of economy mode

it does not switch out of this mode

so I went to use my master spa Portsmouth after the winter and I cant get it out of economy mode The display does not respond to pushing the arrows up or down . Nothing on the the display responds

it stuck at 80 degrees and still runs pumps for filtering

this was bought in 2006

wondering if you have any advice or recommend a service tech in the area? Thanks for your help in advance

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Master Spas's reply to:

Master Spas - Problem with heater

Thanks for the feedback. We will have someone from our customer care team reach out to you soon to see what we can do to help.
Review
#1280872 Review #1280872 is a subjective opinion of poster.
Reason of review
Damaged or defective
Master Spas - Problem with heater

I have service out 3 times for the breaker keeps blowing

First it was gfci breaker

Second was told it keeps over heating was told they call master spas and was told to put more air vents in it

Third time he told me it was corrosion around the heater then next day it blows the breakers agin

I called where we bought it from the service manager told me to use a sofe wire brush around the connections of the heater and i did that and the wire as you face it on the left just moves i tried to tighten it but it wont can you please have someone call me 3168331815

Master Spas's reply to:

Master Spas - Michael Phelps spa

Hi Bill.
We’re sorry to hear about these issues, we will be having someone from our corporate customer care team reach out to you soon. Thank you.
Review
#1259263 Review #1259263 is a subjective opinion of poster.
Reason of review
Bad quality

Michael Phelps spa, I purchased the spa at a local show in St. Louis in September 2017.

Since purchasing the spa I have had a heater go out on it and now I have a circulation pump is going out on it very very unhappy with the spa with like somebody from corporate to contact me. My name is Bill Prewitt, I purchased my spa through spas and more here in Sunset Hills Missouri.

My phone number is 314–9 73–6487. Please have somebody contact me as soon as possible.

Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

We use the tub very frequently. The control panel is easy to use, the diverter controls move smoothly even with the pumps running, led lighting is just the right amount (we actually like the slow transition through the colors). The corner seat with neck jets...
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Review
#1255467 Review #1255467 is a subjective opinion of poster.
Reason of review
Good quality
Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

Master Spas - Great spa – great purchase!

For years I had wanted a hot tub and never bought one for various reasons. About a month ago we received a flyer about a tub show in our area and went to look around. The sales staff were very helpful and pointed out the differences in helped us determine our needs/wants. We purchased TS 8.2 and have been very pleased so far. Easy to operate, cleaning the filters is a breeze. We are still learning the 'little" things but overall a great product and great experience so far!
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Review
#1255464 Review #1255464 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

Master Spas in Saint Louis, Missouri - Lot of issues

Hi Michael. We’re very sorry to hear that you’ve been having technical issues with your spa and that you are upset with your dealer’s travel fees. The warranty does clearly state that the dealer is allowed to charge for travel expenses, as only parts and labor are covered. We contacted your dealer to learn more about this issue, and they said that unfortunately due to several factors (i.e. your proximity to the store, their multiple shows, one available service tech) your repairs had to be pushed back. They agree that this shouldn’t have happened, but unfortunately there wasn’t much that could’ve been done at the time. After talking to your dealer, it sounds like you’ve talked to Angi and that Brian is scheduled to come take care of you on Friday. We hope that you are back to enjoying your spa soon! Thank you for the honest feedback.
Review
#1250048 Review #1250048 is a subjective opinion of poster.
Pros
  • Quality of jets
Cons
  • Lack of service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
Tags
  • defective products
2.4
Details

Update by user Jun 06, 2018

This issue has been resolved. Shortly after my original post, MasterSpas contacted the dealer who then called me and got a technician out to repair the hot tub within a couple of days.

Its just sad that it took almost 6 weeks to get this fixed. we love the spa, but, don't love the issues we have had with it. When the tech was there to fix the heaters, I asked if I was doing anything wrong. He said no, the water quality was good, there was very little scale build up on the heaters.

He had no explanation for the failures. We are originally from the Ft Wayne, IN area.

That is one of the reasons we purchased the MasterSpa, also the best warranty we could find. My fear is what will happen once my warranty expires next year.......

Original review posted by user May 07, 2018

We bought our spa in July of 2016. Immediately the recirculating pump went out and had to be replaced.

A month later the heater went out and had to be replaced. Yes, it is under warranty but dealer charges $99 trip fee for all service. Now, 5 weeks ago, the heaters have gone out again! My spa is still not working despite repeated calls to the dealer (who says they only have 1 service person and are very backlogged).

If they are having so many issues with these spas, maybe they aren't quite as good as they claim.

We really enjoy having it while it is running, it is getting quite troublesome though. It is still under warranty, but there goes another $99 for trip fees.Wtf

Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

Master Spas - Best Tub

I waited awhile to do this review because frankly I was worried because the tub was such a good buy but I have to say after 15 months this spa has been amazing. Better than our last one for more money. It amazes me how little care and clean the spa stays. So far, so good.
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Review
#1255462 Review #1255462 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

Master Spas - Hot tub not working

Hi Marianne. We’re sorry to hear that your experience so far hasn’t lived up to your expectations. A member of our corporate customer care team will be in touch with you soon so that we can help get this issue resolved for you. Thank you for the honest feedback, we appreciate it.
Review
#1241512 Review #1241512 is a subjective opinion of poster.
Reason of review
Damaged or defective
1.0
Details

Bout brand new hot tub at home show in Albuquerque New Mexico from owner in Dallas. Pump not working have been calling for weeks and they still haven’t. One to fix it

Master Spas's reply to:

Master Spas - Swimming pool fill with mud when delivering

Hi Son. We’re sorry to hear about this situation. I looked up your registration in our database and we don’t show any records of any previous contact to our corporate offices. With that being said, we do want to help you with this situation. Our customer care team has your contact information and one of them will be reaching out to you shortly to discuss what we can do to help. Thank you for your honest feedback.
Review
#1237768 Review #1237768 is a subjective opinion of poster.
Reason of review
Bad quality

We bought the swimming spa last month and when it delivered it was full with mud. The rep gentleman told us to file a compliance to Corp office. Plus the sale rep told us that the swimming spa will be move to the final place once we are ready and now it is ready and we have called and called but no one reply. We expect someone to get this master resolve within 48 hrs. Below is my info

Name: Son Hosng

Address: 679 Aberdeen way, Milpitas ca95035

Phone:(408)506-7059

Email:sonhoang60@hotmail.com

Master Spas's reply to:

Master Spas - Misleading at best

Oscar, as the manufacturer our goal is to have everyone that purchases our products satisfied. Unfortunately, that’s not always possible for several reasons relating to potential product issues (which we can readily address) or unrealistic expectations. While Hot Tubs Inc. , the retailer you purchased through, has won numerous awards the past several years, they are not in the position to perform any electrical service on your spa. From what we understand, this has been clearly conveyed to you on several occasions. You will need, and for the safety of your family, should want a licensed electrician to perform all the wiring and connections. Our owner’s manual clearly states this too. From further information that we are aware of, you requested them to come out and perform an orientation on your new product. They arrived to find the product not hooked up and not even filled up. Obviously, no orientation could happen although they already sent a representative from their business on the trip to your residence a couple hours away. Also, from what we understand, the retailer has offered to send someone out again to perform an orientation once you provide proof the product has been filled and hooked up and agree to pay a minimal travel fee to make up for the multiple visits that have been out of their control.
Review
#1234692 Review #1234692 is a subjective opinion of poster.
Reason of review
Poor customer service
Master Spas - Misleading at best
Master Spas - Misleading at best
Master Spas - Misleading at best
Master Spas - Misleading at best
Master Spas - Misleading at best

Master Spas claim that we haven't contacted Hot Tubs Inc, one of its distributors, to solve our problem. I thought the Office of the Attorney General letter was clear enough.

To clarify Master Spas poor understanding, here is more info that might help them clarify the matter.

On may 15, we place a complaint with the Federal Trade Commission. No answer from Hot Tubs Inc., Master Spas distributor. (Attached document)

On May 24, after no answer from Hot Tubs Inc., Master Spas distributor, we placed a complaint with the Office of the Attorney General. (Attached document)

On June the 7th, the Office of the Attorney General sent the final request to Hot Tubs Inc., Master Spas distributor, to resolve the mater.

On July 3rd, the Office of the Attorney General states that after repeated attempts, it was unsuccessful getting an answer from Hot Tubs Inc., Master Spas distributor.

The fact that Hot Tubs Inc. Master Spas distributor, haven't answered any calls or attempts to contact then, make Master Spas answer really misleading