Master Spas's reply to:

Contact for service is difficult

Hi Jean. We're sorry to hear that you're having trouble. What phone number were you calling? Service will need to be provided by your local retail store, not us here at the factory. You can call them at (920) 727-1700. We'll also reach out to them on your behalf to remind them to contact you. I believe a member of our Customer Service team is also reaching out to you via email for follow-up.
ID
#2670239 Review #2670239 is a subjective opinion of poster.
Preferred solution
I think I need a new pump for the propulsion system or parts. Can you quote me a price I think i can find someone to replace it

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
New Reviewer

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

User's recommendation: Looking for service.

Master Spas's reply to:

I was Bullied, Belittled and Abused!!!!

Hi Wendy. We're very sorry to hear that you had a poor experience with your dealer. Unfortunately as they are an independent retail store and a separate company from Master Spas LLC there's not much we can do outside of forwarding your review to them. Any issues with your retail store going forward would need to be handled with their own customer service team. We're really only able to assist in product-related issues as we are the manufacturer of the product, not the store you purchased from. Thank you for your understanding and we hope to hear that you're enjoying your hot tub soon.
ID
#2623153 Review #2623153 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

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
New Reviewer

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

New Reviewer
Master Spas's reply to:

9-months later and my Michael Phelps Swim Spa is still not working

Hi Brent. Thank you for reaching out; we appreciate the feedback. We're sorry to hear about your disappointment in SNAPP. The app has been discontinued and we no longer advertise it or promote it. We're also very sorry to hear that you've faced issues when...
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ID
#2502919 Review #2502919 is a subjective opinion of poster.
Master Spas's reply to:

Should have bought a Jacuzzi hot tub again.

Hi Joe. Thanks for reaching out regarding your experience so far. We’re very sorry to hear that your spa had an issue with the pump. Looking at our records, it appears the replacement pump and the labor was covered by your warranty. The only thing not covered by warranty would be travel cost, which is stated under the “Warranty Registration and Warranty Claim Procedure” section. (Link to a copy of your warranty: https://www.masterspas.com/documents/_warranties/twilight/2019-twilight-limited-warranty.pdf)
As far as the issue with the touchscreen control panel, this is an issue we are aware of and are currently addressing with our supplier. Again, we’re very sorry to hear that you’re not happy with your hot tub. Our corporate Customer Service team is always happy to help. They can be contacted by phone at (800) 860-7727 or by email at customerservice@masterspas.com. We appreciate your honest feedback.
ID
#2476506 Review #2476506 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

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
New Reviewer

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.

User's recommendation: Do not buy a master spa, you’ll be stuck with endless repair bills.

Master Spas's reply to:

Not Happy !!!

Hi Ann. We're very sorry to hear that your pumps haven't been functioning properly. Our customer service team is more than happy to continue working with you until your spa is back up and running as it should be. Thanks for the feedback.
ID
#2417683 Review #2417683 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

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
New Reviewer

I think we got a lemon, were going on our third pump. The first one extremely loud and vibrations (out off balance) the second over heated and again loud and lots of vibration.

Plus its seems to be sucking lots energy, our electric bill has doubled since we got it. The third pump is on its way, hopefully it solves the issue.....

User's recommendation: Beware.

Glad I drove 3 hours north to wet test this tub!