Welcome to MasterSpas Opinions

I have joined the Master Spas Owners Facebook Group. Although I have found some helpful information, as of recent Im finding it more intimidating to post or present any questions to the group.

Your current Moderator, Michael Lahay seems to be very put out by the task of moderating a social media group. I think he might be technologically challenged which is likely making him stressed out by an off shoot of his actual position. Complaining to the public that hes getting messages at 3:00 am, complaining that there are repeated questions in the group thread and today taking a tone with a customer asking did you even search the group before asking this question? Does this guy not know how to silence his phone or at the very least Facebook messenger?

Does he not understand that people do ask questions when things happen ie; at 5:00 or 6:00 am eastern time during a morning workout when he might be on a later time zone assuming that the response will not come instantaneously? The customer isnt always right but the tone hes taken repeatedly is less than welcoming and warm. It is definitely not the face of Master Spas that our family has come to know over the years of watching videos and doing research before we made our purchase.

Perhaps you could find a co-moderator to assist Michael in this endeavor. Someone with a friendly and less demeaning online presence.

Maybe he just needs some coaching, watch a few Master Spas YouTube Videos to get a feel for how the company presents itself.

I would like to remain anonymous because I dont want to be singled out of the group or removed. I do find value in the group, just not always the moderators delivery.

We have had our Master Spa swim spa for three years now and just as the warranties are ending things are in need of repair. I understand that will happen, but we can't even PAY this company to fix our $18,000 swim spa!

A lot of money to have something you can't use.

The lights on the spa have been broken since November 2021 it is now June 2022. The only service repair man for the entire Indianapolis area doesn't want to do it because it's going to take a long time to do it. What a ridiculous statement. I know the cabinetry on the outside of the spa is very difficult to deal with it barely fits, and the service man knows this.

Also, the cover got water logged and broke the lifters. This has now been broken since February, and it's June 22. We need a new cover and lifters(3 years old) NOT under warranty! I can't even get the service person to tell my husband and myself the same thing, so now we have waited to order a new cover for since March 5,2022.

I can not get in the swim spa on my own without the cover lifters.

I'm feeling like I have an $18,000 piece of junk. A little honesty goes a long way!

We were excited to purchase a MasterSpas Bar Harbor SE - even more excited when the unit was in stock and able to deliver to our home in Phoenix within two weeks. But the installation was a very *** and rushed job and they left without actually checking the unit to make sure it was working. Almost a month later and we are still waiting for a part for the heater to work and we've used the spa one time and jets kept shutting off after 15 minutes which was massively annoying.

I ordered my master spa in august under the false pretenses that it would be delivered to me in 3 months and that it would require no chemicals. In December I started a 3 month long run around on the phone calling master spas about the whereabouts of my hot tub, to always be told we will call you back.

To never be called back. By February (6 months past the day I ordered and double the amount of time I was told Id have to wait) I started to threaten to file a claim with my credit card company.. finally last week (mid March) my hot tub arrived. I open the info that I was never presented with (owners manual) to find out Im going to need just as many chemicals as I would with any other hot tub and there were absolutely no perks or reasons to go with master spas.

If I had known I would be treated this poorly and lied to I would have never wasted $10k on a hot tub that came over 4 months after the promised date.

Absolutely horrible customer service with every ding person at mast spas. The only decent person during the entire ordeal was the delivery guy and he was a contractor.

I recently chatted online with Michael at Master Spas. I gave him the serial number to my Master Spa Legend 800LSX.

I was inquiring about suction covers which would fit my 2008 hot tub. He gave me the link to the pre-2009 suction covers and I ordered five. Upon receipt, I discovered they did not fit. They were too small.

I emailed Master Spas to request an RMA so to return the unusable suction covers. They never responded, so I called by phone to explain the problem indicating that it was Master Spa's error by selling me covers that do not fit my hot tub. The customer service person said that the website states "that they may not fit". That is totally ridiculous that the manufacturer would not know if a part would or would not fit their own brand of hot tub!

I knew nothing about the VGB Act which affected pre-2009 suction covers. Michael with Master Spas should have informed me of that prior to my purchase. When I requested a pre-paid return shipping label, that customer service guy said he would refer me to his general manager. The phone then abruptly went dead.

He either hung up on me or perhaps made a transfer error. I then sent a second email to Master Spas outlining all that had occurred and I never received a reply to that email either.

They may sell a quality hot tub, but their customer service is 100% lousy. It is the next thing to robbery to allow a customer to purchase a part that THEY SHOULD KNOW would not fit.

We bought a spa at one of the expos in Watsonville, CA .The salesman, Ron, said we would have it before superbowl Sunday, that would be 2-3 months. It came and went, no calls, no updates.

The expo came back to Monterey in March, my husband went and talked to Ron in person and was told he put his name on the floor model. That was to be delivered in 2 weekends. He was so disgusted with the whole thing he agreed. The spa was delivered, filthy.

I had to clean with bleach and water, the filters were brown with *** It was disgusting! The guys that delivered were in shock.

I called Ron, our sales guy and at first he was going to deliver new filters, now tonight I get a message to "just use the filters that came with it and to call the office tomorrow".

I am not a happy customer, I will never recommend this company to anyone and I am going to be the squeaky wheel at every expo! This company sells a product that apparently they do not have in stocks, and use your money to fund their "expos"!

I bought a master spa last April 2021. I paid for a stereo system that was supposed to be installed when the Spa was being built.

Somehow the stereo system was not installed. My wife and I have reached out to the manufacturer and master spa dealer. I have multiple unanswered e-mails and broken promises to get back to me with answers or solutions. The spa sits in my backyard unused.

I am SO DISAPPOINTED AND DEPRESSED. My sales person, Travis promised to help me with start up. He also won't return my calls. I guess once they make the sale, all kindness and professionalism is out the window.

I don't want this spa because it's not what I ordered. I am getting ready to contact local news media and attorney to assist with my refund.

HORRIBLE EXPERIENCE!! BUYERS BEWARE!!

PS, Not only did they forget to install the stereo system, but there are kinked tubes and the LED lights don't stay bright.

My wife and I purchased a Master Spa, direct from the manufacturer at a spa and BBQ show in Everett Wa. It felt like a used car experience and commented to my wife about my feeling and she agreed.

The sales person assured us it was not the case, at that point we should have ran. The sales person assured us that the spa was made in the USA and was not subject to the supply chain issues that other spa manufacturers were having to contend with, and we should expect delivery at the end of November or beginning of December, 16 weeks from time of purchase at the latest.

After the delivery date had come and gone, I contacted the manufacturer and they informed us that it would be delivered some time in January? I reached out to the sales team, but they don't communicate with the corporate office. I contacted the corporate office again and asked to talk to a manager.

The guy I spoke with said I would definitely get a call back, that never happened.

I have owned my business for over four years now. I have all kinds of issues that come up every day. Between not getting parts on time and everything else that can happen in a day, I spend a lot of time talking to people about what is going on. If a customer paid me in full for a product or service (almost $12,000), I would be very attentive to my their needs and concerns.

I have heard nothing and have had to do my own due diligence, no one from the company has taken initiative to call and let us know what is going on. This was not purchased from a non affiliated dealer, this was purchased directly from the manufacturer. I am not unrealistic, I realize that we are living in strange times and that supply chains are affected and things are not like they used to be.

But to take that kind of money from people and to be this unresponsive to their customers needs, is totally unacceptable. It appears that the money is what this company is concerned about and customers are a happenstance to their business.

A company that is built on integrity would want you to be comfortable with a purchase, especially considering the cost of a swim spa - $30K+. That is not the case with South East Spa.

I made the mistake of giving them the required 30% deposit to get my name in the queue with the manufacturer for production of a swim spa that would not be ready for 10-12 months out. Within 12hrs of the transaction I reached out to cancel my purchase. The purchase was made Sunday evening and I made the request to cancel via email at 6am Monday. Their sales agreement states You may cancel this agreement only if consummated by a Party thereto at a place other than the address of the Seller and this purchase was made via FaceTime (Im in Ohio) after a 2hr presentation.

(I was initially inquiring information through the Master Spa website &;;;;;;they were my local dear.) Apparently this only applies if the purchase is made at a show even though the they gave me a show price that was ending on that day. Needless to say they reduced the penalty because of how quickly I canceled and kept 25% of my deposit. Im thankful to get back what I did, however this is not good business.

This was a $2,700 lesson that Im sharing in the hopes to help someone else not make the same mistake. I refuse to be forced to do business with a company that doesnt value the customer.

They will ignore you completely. Their words avail nothing.

Representative told us Jacuzzi would arrive in 10-12 weeks.

After 20 weeks and nothing. The worst Master Spa doesnt have an approximate delivery day.

My wife and I were looking for a new spa. At a local spa show, we fell in love with the idea of a swim spa and the salesman from Master Spa was very convincing.

Had to pay 1/2 up front; 1/2 when it was manufactured and ready for delivery. Once it arrived, we noticed - There is no way to drain it. You are supposed to replace the water 2-4 times a year depending on use, and you are responsible for purchasing your own submersible pump to do it. The covers are very difficult to get on and off.

Even with the best mechanical lifts that you also have to buy on your own and install, you need to open the covers over 5-6 ft. above your head, and they are heavy.

Maintenance - The skimming top layer filters do not do a good job of filtering the surface. From the beginning, oils, dirt, debris, will not effectively get drawn to the filters even when the jets are on. The majority of the volume of filtration comes from 2 inlets under the seating area, and I do not think they back-flow to the filters for cleaning the water.

There also is not enough force to remove dirt or debris off the bottom of the spa basin. Filters are proprietary to Master Spa and 2-3 times more expensive.

Warranty - Within the first 3 months, one of the decorative water jets stopped working. After an e-mail to the company in Wisconsin, They farm out the repairs to a "local" repair shop near you. After being rejected by 2 spa technicians, contacted a closer spa repair company 60 miles away and after 3 weeks, finally had a technician come out and remove manufacturing debris (wad of plastic) from the tube.

The technician requested mileage covered for the repair in which Master Spa paid for.

At a year and a half old, the spa started leaking. Once again, contacted customer service, contacted the previous technician, Master Spa is no longer covering mileage. So, even though the repair is covered by the warranty, I have to pay $100 each time the technician comes out. $100 for diagnosis, $100 for repair.

Honestly, the maintenance is a major point of frustration.

Spa water is very difficult to keep clean, the inside of the spa easily gets dirty and there is nothing designed to clean it or keep it clean like in an in-ground pool with sweeper system. (seat jets are not that strong) or a pool but something in between.

A call to the office gets an auto response, leave your number will get back to you. I have a landline, no caller ID if they do not leave a message.

I call back and get the auto response again. Left voice message, no response over a month for serviceooking l

Master Spas Company supports their employees to be abusive and bully their customers. Never in my life have I been treated so abusively in any store I have been in. Not only was I bullied and abused but my cousin and son were as well

I purchased a MasterSpas Michael Phelps (MP) Swim Spa in 2018 to help recover from back surgery. Unfortunately, I have spent more time trying to get it fixed than swimming in the unit.

Heres a brief history, hoping it may help you improve customer service to future buyers:

Swim Number Application One of the selling points of the MP Swim Spa is the Swim Number Application (SNAPP), which allows users to customize program workouts. After purchasing my spa, which I did in reliance upon the SNAPP technology displayed throughout MasterSpas brochures, I discovered that the SNAPP software had not been updated for years and was not available for tablets using newer operating systems. I waited nearly six-months for Balboa to update the software to enable SNAPP use on the Ipad I purchased specifically for the unit. I would encourage MasterSpas to continue to update this technology or eliminate further mention in your sales brochures.

Faulty heat pump and internal leaks Im happy to report the heat pump was replaced, although the leaks seem to be ongoing and MasterSpas initially provided me with a service company that was no longer in business.

July 18, 2020: the day my hot tub and swim spa sections failed.

For nearly 9 months, I have been unable to use the swim spa due to ongoing issues with the heat/jets on the hot tub side and the propulsion system on the swim spa side. The company that sold me the spa (name omitted) insisted they would service the unit and have been out to my house no less than 15 times to repair. Their most recent visit established heat to the hot tub side, but it is now limited to 99 degrees, whereas the swim spa side can heat to 104 degrees. My recollection is that the heat used to be higher on the hot tub side.

Needless to say, the swim spa is still not operating and I have lost all confidence that the unit can be fixed.

So, where am I? I have contacted MasterSpas countless times to explain my situation and the ongoing struggles with my service provider with hopes of having this resolved soon. I reached-out to your offices because the service provider either forgets to place orders for pars and rarely provides any updates on when repairs can be expected. Your customer service representatives should be able to collaborate how difficult it is to reach persons at my service provider.

I suspect it will be one-year before the unit may be fixed.

Not to get sappy, but this is lost time spent with my family, as Im sure you will agree that hot tubs / swim spas are a good way for family to spend time together during this pandemic. I continue to run my hot tub, as I did during the winter to remove any leaves and keep heat on the swim spa side to prevent the lines from freezing. Although I have not used the swim spa since July 2020, I suspect my warranty did not toll during this period. I will also need to replace the water and filters after 9-months of dormancy.

Ive also noticed that the carpet flowing / grip upgrade, control panel screens, and the head rests are now pealing.

Im hoping to hear from you through this or Better Business Bureau if necessary.

Thanks. Brent

I bought a twilight 7.2 not even two years ago. One of the main motors went out already within the first year.

They came out and fixed it but it cost me $170.

Now the touch pad controls has shorted out from water getting in there.

This, if covered by warranty will probably cost me another $170 for trip and labor charges.

I am not even a little bit impressed with this company.

The videos online say they use the best parts but Im not seeing that at all.

I will be going back to jacuzzi hot tubs again

After this one dies.... which who knows could be in the next year.

I will also be telling all my family and friends to never buy a master spa.