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Master Spas's reply to:

Do not buy a spa from Master Spas

Thank you for your review. In looking into this, we're able to see you've been in touch with our Customer Care team and that you have actually talked to the local dealer you purchased through and they've scheduled service.
Review
#1109952 Review #1109952 is a subjective opinion of poster.
Cons
  • Only nice until paid
  • Responsiveness
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
Tags
  • Master Spas Twilight 7 2
3.0
Details

I have nothing but issues with my spa since purchase. The salesman was great during the sale, told me to text him with any questions and when I was ready for deliver.

Barely heard from him after and had issues setting up delivery. Plus, part of what he told me was very wrong on the chemicals I would receive and cost of maintenance. Then when delivered, they dropped it off and left with very little explanation. They left everything the moved out of place, broke my gate, destroyed my flowers and blew the speakers and broke the filter in the hot tub.

The also did not set the time on the hot tub, so it ran non stop until the service people came out to fix it. Service company has been amazing, they even fixed the gate that the delivery guys broke, even though it wasn't their job. Once I complained, the manager was supposed to come out and work with me. Set up an appointment, took off work, he did not show up.

For the next appointment, he sent the same delivery guys out. They showed me how to use the hot tub on this trip. They forgot part of the parts they were supposed to bring, and I had a couple more issues. They noted them and were supposed to come back out.

Never called or came back. Supposedly also never told the manager of any of the issues, and he also did not follow up. Once the consumer report people called, and my review was not great, the corperate people emailed me. They also had trouble contacting the manager.

He later called me and could not remember every talking to me. Gave me the same spill that he is here if I need him, yet never remembers who I am or what I bought. I told him the issues that I am still having, months after I bought the spa, he said he would get it fixed. All he did was turn it back over to the service company who called without much of a clue as to the issues, since I am not sure he was listening.

Overall, do not buy one of these in Texas since the customer service is horrid.

I like the spa itself, despite thinking it may be a little over priced for the quality, but I do use it every night. With better customer service, I would recommend if it is was a little cheaper but at this point, I would say, go with another company.

Master Spas's reply to:

Master Spas in Fort Wayne, Indiana - New Therapool 12 Deep has not worked since I have received it.

Thank you for letting us know what's going on with your tub. We're sorry for the frustrating experience so far and we'll be in touch with the local dealer to discuss further and determine a course of action that can get you enjoying your new tub as quickly as possible.
Review
#1105032 Review #1105032 is a subjective opinion of poster.
Reason of review
Damaged or defective
Loss
$15500
Preferred solution
FIX THE ISSUES OR REPLACE IT
1.8
Details

I had my tub delivered (craned over my house on 8/29) . There have been several things to this point that have me writing at this point.

But I have been in my tub 4 times, it continues to get me heat may be dry, heat is dry, press any button to restart. I have been told that I may need to clean my new filters every week for the 1st couple of months, so I have it was used once and it is erroring again, after 2 days after cleaning filters again. The tub has been very "unreliable" at this point, I never know when I go out if it will be working or not, now it is not heating.

Aqua Spas in FTC Co, have been trying to help, but I am just really unsure if I made the right choice buy the Master Spa brand. Very disappointed in many ways.

Master Spas's reply to:

Master Spas - Worst Customer Service

Thanks for reaching out to us. We'll private message you to find out which dealer you purchased through so we can check on the status of your order with them. Thank you.
Review
#1084174 Review #1084174 is a subjective opinion of poster.
Service
Delivery Service
Reason of review
Problem with delivery

We purchased our spa June 4, 2017. Was given a 4-6 week delivery estimate.

Its Aug 6, 2017. No spa.

Was told delivery today a week ago, were home, waiting. No call no show.

Master Spas's reply to:

Master Spas - Worst customer service anywhere

Thanks for reaching out to us. I know one of our Customer Care Team members was able to contact you directly outside this platform and provide the information you were looking for. Glad to hear you’re enjoying your Trainer 12!
Review
#1083101 Review #1083101 is a subjective opinion of poster.
Cons
  • Support
  • Dealer experiences
  • Post sale customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
2.8
Details

We have a Trainer 12 swim spa from Master Spas and would never buy from them again. I almost wish I could get my $20k back so I could take the money to a more reputable company.

I get conflicting information about cover lifter compatibility from all their dealers I talk to, so I've tried to reach them directly. I'm nearly 3 weeks waiting after emailing BOTH their sales and support emails. I've sent multiple follow-ups and continue to be ignored.

For spending $20k with them, this is NOT the level of customer service I would expect. Happy with the spa, but the company themselves are so awful and inconsistent at support that I'd rip it out in a heartbeat if someone gave me fair value for it so I could buy another from a different brand.

Testimonial

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

Master Spas - The best hot you can buy

Had hot tubs that we never used ! Got bored sitting in it ! Bought 8.2 twilight and use every night with my wife , who hated our calspa . This is the finest tub we ever bought ! Great quality and light show is amazing! Ron
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Review
#1077768 Review #1077768 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.

4.0
Details
We really love our spa and use it regularly, except during the summer. We bought our spa at a showing at Fresno Savemart Center. They were very nice and delivery was unremarkable. We only have one problem. I think that they did not set our spa for California weather....
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Review
#1076057 Review #1076057 is a subjective opinion of poster.
Reason of review
Good quality
Tags
Master Spas's reply to:

Master Spas - My 2010 MOMENTUM has never worked.

Thank you for letting us know what is going on with your swim spa. One of our Customer Care Representatives will be in touch to review the situation with you shortly.
Review
#1065179 Review #1065179 is a subjective opinion of poster.
Reason of review
Damaged or defective
2.4
Details

From the first day I set the hot tub at 102deg. And the swim at 84deg.

And they both were always at 102deg. We set them both at 84deg. And never able to use the hot Tub. At first we called the dealer and they told us we were setting the temperature wrong.

Called master spas tech support they told us to call another dealer.. we did and ther never called back. I called tech support for dealer tech support the said they could not give my any advice but they would have another dealer call me to come out under warranty and fix it. Never heard from anyone.

I do understand living on an island (Martha's Vineyard) makes it more difficult the normal and I didn't complain enough. Now it's out of warranty but I still do some web searches on the problem. Today is the first time I found a review on a customer who had the same problem and after many service calls they sent two factory reps/techs who spent two days re piping and they fixed it. So they must know there is a problem.

Hopefully the can share the problem and how to fix it. After six years it would be nice to use the hot tub.

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

This spa is a great spa. I've had numerous spas in my life this one stands out above the rest. The power it has is unbelievable. The only thing that I have a problem with is there is no hand railing to get in and out of the spa but other than that great great Spa . Would definitely definitely buy it again. - Troy in Virginia
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Review
#1050790 Review #1050790 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

Master Spas - Negative Reviews are deleted

Dear Anonymous - Thanks for your review. Through the other information you provided to us for verification of ownership, we have addressed your complaint in the past yet you were either unable or unwilling to provide us more details. First, all of our spas meet and exceed the energy standards established in certain parts of the country. Since there are so many variables in actual energy consumption including kw/hr cost, how often are you using the spa, how often is it uncovered, what temperature do you have it set at, etc, we use the established guidelines from those standards as the criteria for our cost per month operation. We clearly state this on our website. We've also asked for some further information on your cover and have not received anything. We'd love to help you so please forward photos of the cover to customercare@masterspas.com so we can address your concerns. Thank you.
Review
#1048642 Review #1048642 is a subjective opinion of poster.
Reason of review
Damaged or defective

Don't trust these reviews. The spa my wife and I bought from a Master Spa "road show" has some positive features.

However, our spa came with a substandard cover (in my opinion). The cover didn't fit well and began sagging into the water after about a year. The cost of power is about two and a half times the amount in their advertising, which is much more then other spas this size. I would not buy another spa from Master Spa..

They also take down negative reviews or possibly put them at the very bottom of the reviews they receive on line. How I wish I had purchased our new spa from a local dealer.

Testimonial

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

Master Spas - Love My Hot Tub

We love our new hot tub! We got it about 2 months ago! Everything has gone according to plan. The sales people were great, the delivery was ahead of time and was handled so professionally! It was easy start up and very easy to follow instructions! We have had no trouble with the spa and it is very refreshing and relaxing. I have osteoarthritis and the water therapy really helps me feel better! I love it!! - Phyllis in Texas
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Review
#1050789 Review #1050789 is a subjective opinion of poster.
Reason of review
Good quality