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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

Master Spas's reply to:

Master Spas - 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.

Review
#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
Tags
  • Misleading Sales Information
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

Testimonial

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

Master Spas - 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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Review
#1237262 Review #1237262 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 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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Review
#1237260 Review #1237260 is a subjective opinion of poster.
Reason of review
Good customer service
Testimonial

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

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

Master Spas - 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.
Review
#1199172 Review #1199172 is a subjective opinion of poster.
Service
Delivery Service
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.

Testimonial

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

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

Master Spas - 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.
Review
#1177483 Review #1177483 is a subjective opinion of poster.
Reason of review
Poor customer service

No answer to my call today

Master Spas's reply to:

Master Spas in Fort Wayne, Indiana - Disappointed

Thank you for your recent post. We were able to find you in our system but unfortunately we don't show any notes on the issue your having. We'll reach out to the local dealer in your area and let them know you need assistance. In the future, feel free to contact us at customercare@masterspas.com
Review
#1151717 Review #1151717 is a subjective opinion of poster.
Pros
  • What they sold me
Cons
  • Support
Reason of review
Poor customer service
Loss
$8000
Preferred solution
Let the company propose a solution
2.8
Details

We've had our Model TS7.5 for two years and the circulation pump failed. A Master Spa service rep came to our house to make that claim and also stated that it was still under warranty.

Unfortunately, it's been over a month and the circulation pump has not been replaced. I've made numerous attempts to contact the service company as well as contacted customer service for master spa. My husband is emptying the hot tub as I type this because it looks like since we don't have to pay for the part, no one wants to fix the hot tub. We live in a cold climate and were told to use a ceramic heater to keep the hot tub pipes warm so they didn't freeze.

Since the heater is for inside use only; our city inspector said absolutely not.

So after spending $13000 we get nothing! My husband is furious and I am sad.