Master Spas's reply to:

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.
ID
#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.

Relaxing and enjoyable

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 "splash"/"spray" .. water in my ear and on my face. Still experimenting with this feature but mostly just turn those off. The foot massage jets are awesome (very powerful). The lounge seat is also very nice. We have avoided those in the previous tub but it is very pleasant.
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Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#1255467 Review #1255467 is a subjective opinion of poster.
Reason of review
Good quality

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

ID
#1255464 Review #1255464 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

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.
ID
#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
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

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

ID
#1255462 Review #1255462 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

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.
ID
#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:

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.
ID
#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:

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.
ID
#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

Master Spas's reply to:

Be careful

Hi Orlando. After reviewing what you’ve told us, along with the information we have on file and the information provided to us by Hot Tubs Inc, we stand by what we’ve told you originally. Your spa was delivered on 3/20/2017, you had requested that they leave it on the pipe until they returned to remove the pipes and put the spa into its exact spot. On 4/13/2017 you had scheduled to have Hot Tubs Inc come show you how to use the spa, but then cancelled the appointment saying, “you weren’t ready”. Hot Tubs Inc says that they haven’t had any contact from you since. As far as your spa not being hooked up, that does not fall on the backs of Hot Tubs Inc. Your spa must be installed by a licensed electrician – not your dealer. This is clearly stated on your sales agreement. Once you get a licensed electrician out to hook up your spa, I’m sure the people at Hot Tubs Inc would be happy to come out and show you the controls and give you an orientation on how to use your spa. If you have any more questions regarding this situation, please feel free to email me at khess@masterspas.com. Thank you.

ID
#1232888 Review #1232888 is a subjective opinion of poster.
Cons
  • Only nice until paid
  • Post sale customer service
Reason of review
Warranty issue
Loss
$2500
Preferred solution
Deliver product or service ordered
1.2
Details
Master Spas - Be careful

Master Spa sells through its dealers. If you read on their web page, you'll see at the bottom of the page a disclaimer: "Your dealer is an independent businessperson or company and not an employee or agent of Master Spas We cannot and do not accept any responsibility or liability for any other representations, statements or contracts made by any dealer beyond the provisions of our written limited warranty."

We got our spa from Hot Tubs Inc.

Unfortunately we payed before they turned on the spa and one year later we still have a spa that have never been turned on, a bill for $2,000 to repair it, and Master Spa claiming that the damage is our fault because we left water on the pipes over the winter.

Attached is the letter from the Maryland General Attorney stating how Hot Tubs Inc. ignored any attempts to solve the issue

Good choice!

My wife and I are at retirement age and the aches and pains come more often than they used to. We chose a smaller tub because it's more convenient to use and heats up quickly when we NEED it. The tub has been a Godsend and very enjoyable. We have had several hot tubs, but this is the best so far.
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ID
#1237262 Review #1237262 is a subjective opinion of poster.
Reason of review
Good quality

Great hot tub - Awesome customer service

We love our hot tub. Installation was done on time and no hassle at all. Great attention to customer service. Appreciate all the attention to detail. THANKS!
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Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#1237260 Review #1237260 is a subjective opinion of poster.
Reason of review
Good customer service

Wonderful all the way!

The hot tub we purchased is fabulous. We use it constantly. Helps ease the pain in my back. All the people who assisted us in the purchase of our hot tub were polite and knowledgeable. We had no problems or issues with our purchase.
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Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#1237259 Review #1237259 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

Poor service after sale

Thank you for recently submitting your review. As the manufacturer, we aren’t aware of any delivery issues a particular customer or retailer of our products may be having. However, based on the information you provided to us in your review, we were able to reach out to the company you did purchase from and asked them to contact you immediately. We look forward to hearing you have your new hot tub installed soon.
ID
#1199172 Review #1199172 is a subjective opinion of poster.
Reason of review
Problem with delivery
1.0
Details

Bought tub from portland show in January. Was told would be delivered in 3 weeks still no tub salesman gave us number of local service rep. Who does not answer or return calls Sales person was rude to my wife who has called twice to try to find status of our purchase.

Tripping ground fault

3.8
Details
I had my Hot tub delievered just before Thanksgiving 2017 and within 3 months It all of a sudden was tripping my ground fault. I drained it and called customer support and talked to Corrine. She told me she would call a tech immediately as it was better to have it not drained. It holds temp for about 3 days. I was concerned about the freeze damage as it was only 10 deg F here. Dillion The tech came out immediately and found the heater was bad. Replaced it and all was good. Very pleased with the Service of Master Spas of Waukeesha WI.
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Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#1183359 Review #1183359 is a subjective opinion of poster.
Location
Waukesha, Wisconsin
Reason of review
Good customer service
Master Spas's reply to:

No answer

We’re so sorry to hear that your call wasn’t answered. I’m going to give your email address to our customer care team and have them reach out to you for any assistance you may be in need of. Thank you for letting us know.
ID
#1177483 Review #1177483 is a subjective opinion of poster.
Reason of review
Poor customer service

No answer to my call today