Testimonial
Anonymous

Our backyard vacation spot

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Master Spas - Our backyard vacation spot
We purchased a Therapool D and took delivery two weeks ago. We are extremely happy with our spa. Great way to relax and spend time with family and friends. The exercise equipment came in the mail a couple of days ago but are having a blast just hanging out. Like
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Reason of review:
Good quality

Master Spas's reply to: Call disconnected

We’re sorry to hear that your call was disconnected, we will have a representative from our customer care team reach out to you soon. Thanks for letting us know!
Yoshua Lnj

Call disconnected

Call disconnected, need to call back

Master Spas's reply to: Purchased and now I Pay over $100 for a filter can't buy it locally has to be from them :( ... won't buy from Master Spa again.

Hi Dolly! We don’t make the filters, nor do we sell them retail outside of direct sales. Any pool or spa that has filters will eventually need to be changed. The inner Eco-Pur filter we do recommend replacing every 6 months, but the outer filter can last up to a year with proper care & cleaning. We apologize for any miscommunications you might’ve faced in the purchasing process. Thank you for your feedback.
Dolly W Pfl

Purchased and now I Pay over $100 for a filter can't buy it locally has to be from them :( ... won't buy from Master Spa again.

It is very disappointing that I have to pay top dollar for a filter thru Master Spa and cannot purchase it locally. Over a $100.00 for a filter every six months ...

ridiculous!!!!! MASTER SPA I FEEL RIPPED ME OFF AND I WILL LET ANYONE THAT IS THINKING ABOUT GOING TO THEIR EXPO ... NOT TOO!!!! I can't believe what people will do to make a buck.

These people obviously will do anything. We asked about the cost per year and was lied to. PEOPLE PLEASE DO ALL YOUR HOMEWORK ON THIS COMPANY AND THEIR PRODUCT BEFORE YOU PURCHASE ANYTHING SO YOU DON'T END UP IN MY SHOES.

IT IS BECOMING A SAD, SAD WORLD WE LIVE IN. HOPE THIS HELPS ALOT F PEOPLE OUT.

Loss:
$5000
Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

Master Spas's reply to: Ineffective cover

Hi Beth! We’re so sorry to hear that your experiences so far haven’t been the most positive. I believe at this point one of our reps has contacted you about this situation. Should you need anything in the future, please don’t hesitate to contact us. Thank you for the honest feedback – we appreciate it!
Beth M Ivf

Ineffective cover

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I purchased a Master Spas hot tub at the hot tub expo in Marlboro, MA. Slick sales techniques.

Troy Burnett makes promises that he conveniently forgets. I was promised a cover that could withstand my 2- 100lb dogs' weight. He told me that was not a problem. Fast forward to delivery- now he has no idea what I'm talking about.

I have a sunken deck and my dogs have constant access. He saw pictures of my deck and of my dogs. We discussed both in depth. Now he says that he meant that if they walked on it once, they wouldn't fall through.

I should apparently tell the dogs not to walk on it. (By the way, the concern is similar for a child) My only option is to purchase another cover from them in which they'll give me a "great deal".

Don't do business with this company!!!

Loss:
$1000
Reason of review:
Not as described/ advertised

Master Spas's reply to: Contact for Problems

Hi Larry! We’ll have someone from our customer care team reach out to you as soon as possible. Thanks for reaching out about this.
Larry S Xzs

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

Contact for Problems

Master Spas - Contact for Problems

Can’t find anyone at MS to contact to discuss a problem....have had the tub for 3-years with no problems and now I’m getting blue “flakes” in the water that may be glue....never had a water problem and the water tests fine so I’d like to find out if there was some type of blue glue used in the assembly. Filter is also fine.

The flakes, when rubbed together form a “glue” type substance. Tub is an Enterprise series. Picture shows flakes and glue type substance when rubbed together. HELP!!

I have had the water checked constantly and everything is fine. This just started after I did a new fill of the tub.

Any help would be greatly appreciated. There is not “problem” contact number for MS, only Parts.

Sapp531@***.com

Reason of review:
See text

Preferred solution: Tell me what’s causing the blue flakes?

Master Spas's reply to: Service tech

Thanks for letting us know, Jonathan! One of our customer care reps will be reaching out to you shortly to help.
JONATHAN C Vfo

Service tech

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

djdn djjd djjd dj djjj jddd kkk hhi iii doo hi ddk hii diii duu ddj

Master Spas's reply to: 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.
Roney Cfu

Problem with heater

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 316833****

Reason of review:
Damaged or defective

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.
Anonymous

Michael Phelps spa

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.

Reason of review:
Bad quality
Testimonial
Yanina D

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.
View full review
Reason of review:
Good quality
Testimonial
Yanina D

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!
View full review
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.
Michael C Vwo
map-marker Saint Louis, Missouri

Lot of issues

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Updated 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 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

Pros:
  • Quality of jets
Cons:
  • Lack of service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Testimonial
Yanina D

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.
View full review
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.
Marianne f Edu

Hot tub not working

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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

Reason of review:
Damaged or defective

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.
Maliq Jki

Swimming pool fill with mud when delivering

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-****

Email:sonhoang60@***.com

Reason of review:
Bad quality

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.
Orlando M Oud

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

Misleading at best

Master Spas - Misleading at best
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Master Spas - Misleading at best - Image 3
Master Spas - Misleading at best - Image 4
Master Spas - Misleading at best - Image 5

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

Reason of review:
Poor customer service
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