Reply by Master Spas

Thank you for your post. We'd love the opportunity to discuss this further with you and your local dealer. Please contact us at 800-860-7727 or customercare@masterspas.com
Author's
Southfield,Michigan
1.6K views
16 comments

I have only had my Master Spa for a year and have had nothing but problems with it. The heater has failed twice and I have had to replace the main pump.

The worst thing is that when I drained it to replace the pump I noticed that the acrylic in the bottom of the spa has a blister and crack in it. I have contacted Master Spas and the dealer I bought it from Leisure Works and they will not do anything about it.

I spent over $10,000.00 of this pile of junk and have nothing good to say about either company. I just want this thing gone and I will never by a Master Spas again.

Reason of review: Bad quality.

Monetary Loss: $10.

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Anonymous
Madison, Wisconsin, United States #586982

Master spas of wisconsin will give you a good sales pitch but once they drop your tub off, you are on your own. The swim spa manuels are not user friendly and the controls are difficult to figure out, and you can't get a decent explanation by even calling the manufacturer in IN! Buy a spa locally so you can have the seller come out and give you a lesson.

Anonymous
#536839

Kreg, Chris, SpaLady and Robert are dead on. I have 21 years experience as a service technician and currently work for a Master Spas dealer in NY.

In the 12 years we have carried the product, Master Spas has never given us any reason to doubt their commitment to the customer, the product or the dealer. The have out performed every other brand I have worked with.

I'm not saying they are perfect, nobody and no product is. The difference is how they respond when there is a problem.

For Chris C in NH. I know the dealer there personally and have contacted him on your behalf.

Anonymous
to Jeff #658844

We purchased a Master Spa a bit out of the territory we live in and have had a lot of problems. The same problem really that never gets resolved.

Since the seller is 2 hours away, they are pretty much only giving phone support, though they claimed they sold a lot of spas in our local area (when giving the pitch). There was a oily residue upon the 1st fill of this spa and we have dumped it about 8 times since trying to get rid of it. I am being told that I am the "only person this has ever happened to" and that it has to be a water quality issue.

Well.....since we have brought in water from four cities, that cant be the issue. Spending a little money to get this piece of *** out of my life will be a pleasure!

Anonymous
#534691

I have a Master Spa Legend 1080 spa. In my area, finding a quality service tech is close to impossible.

My dealer went out of business, left me stranded with outstanding warranty issues, and the service companies would take weeks to show, and weeks later to come back....and guess what....without the parts to fix the problem. I called Master Spa directly and there was actually no way to talk to a person, really. I've been pleased with my spa, but it has outstanding service issues dating back to when I purchased it. I'm going to try Master Spas number noted in another posting tomorrow and start this over again.

I'm still within my 5 year warranty and currently have bad electrical control problems. millertime802@gmail.com.

I ain't afraid of ghosts. Master Spa...please feel free to email me.

Anonymous
#503283

I've had the pumps repaired twice,the cheap plastic shutoff valves are worthless,nonstainless steel bolts and screws require a sawsall to move the control panel and bolts that secure the pumps,access to pumps are ridiculous,I paid top dollar for this unit,I show as many people as I can your unit, good luck with sales in Ct.

Anonymous
#498881

Purchased a new spa in mid may and haven't been able to use it because unable to control temperature of water. Constantly increases to plus 104 degrees.

Have contacted a service technician which it took over a week to responed, he finally came out which cost us and he reset board (10 mins. he was here and cost 125.00) and then he left. Problem continues. Also, when they were taking panel off I had to show them because they were doing it wrong.

Also, we have not recieved steps to spa which has been over a month and have called with no repsonse. Have been very disappointed with the service and the performance of Master Spa's. How you have maintained a A+ with the BBB is beyond me.

If I could, this spa would be returned in a heart beat. And yes, I am a for real customer.

Anonymous
#377031

We have been a Master Dealer for over 20 years in the Michiana area, and have over 6,000 Master Spa customers with Master Spas & Swim Spas. We have experienced very few service issues with their products, and I find it very hard to believe "any" consumer contacted Master Spas regarding any service issues with their Master Spa products and we not immediately taken care of.

One thing I will say about Master Spas is "they stand behind their products" 100%. if their dealer has customers with problems with their products, they will repair and/or replace that product immediately. I know, they have replace a couple for us through the years, no questions asked! If your local Dealer is blowing you off on service on your Master Spa, call Master Spa directly at 260/436-9100.

Trust me, it not Master Spa the manufacture that's not resolving any issues you encounter. They pay the deLer to do "what ever it takes" to resolve customer issues if they should arise. Want/need help resolving any issues you have with your Master Spa product, call us, we'll help you resolve your issues.

We're Spas Factory Direct in Mishawaka Indiana. Just ask for Robert.

Anonymous
#345550

Is it? I just spent close to $30,000 on a pool/spa and reading this has me concerned. I've contacted tech support several times and I seem to get brushed off.

Anonymous
#310471

:grin This is so obviously not a real customer... a local dealer who has lost too many sales to Master no doubt...

the control and heating system are Balboa... top of the pile, all the top brands use this system.

2 heaters, a pump and a shell fault... give me a break... :grin

Anonymous
#292710

I agree with the representatives of Master Spas. If a customer makes a public complaint, then refuses to respond when the manufacturer or dealer tries to resolve the problem, they are probably bogus!

competitors who resort to this type of misinformation are a blight on any industry.

Customers who have legitimate complaints need to give the dealer or manufacturer a chance. I would also like to say that this is another reason why consumers should only buy from local, established businesses, not fly by night road shows.

Anonymous
#257449

It has been two weeks since the original review was placed. Still, there has been no word from our mystery customer.

We have not had any service call or request of this nature. This person has not used their real name and has not left any contact information.

We are good, but we are not telepathic or clairvoyant! If this "customer" wanted their product fixed, they have had numerous opportunities to get their issues resolved.

Anonymous
#254559

I purchased a Momentum Swim Spa in August of 2010 and have had NOTHING BUT PROBLEMS. Getting service is a JOKE.

They sold it with a defective cover, it has had a leak for two months and i was told it was "condensation." finally got someone to come out and now there are several parts that have to be replaced. The cover was defective and finally replaced after two months. Lights are dying. The divider was defective, leaking water, dealer said, that it was "heat transfer." It wasn't.

Bolts broke off and it took 2 months to get a new bolt. Meanwhile I was paying to heat both sides.

I want my money back.

Anonymous
#252760

As a manufacturer which prides ourselves on providing outstanding customer service and maintains an A+ rating from the BBB, we would appreciate the opportunity to help with any problem that you are experiencing with your tub. We have no record of any outstanding issues with spas in your area. Please contact us at (800) 860-7727 for assistance.

We appreciate your business and look forward to assisting in resolving any problem you may be experiencing.

Thanks,

Customer Service Department

Master Spas Inc.

Anonymous
#252754

It has been two days now, and my company still has not heard from this mystery customer. If you are real, please contact us!

Your spa is still under warranty! It wont cost you a dime to get it fixed!

We can come out today! My service manager is standing by!

Anonymous
#251855

If this is a true customer please contact our store immediately. It concerns me that you would be changing a heater and pump yourself when your spa would be under warranty and can be changed be a trained technician.

Service is something that we take very seriously which is why our work isn't contracted out and we have service technicians on staff waiting to assist you. Again please contact our store immediately we are open seven days a week and our show no service call or request of this nature.

Brian (store manager)

Anonymous
#251808

Well, I am the owner of Leisure Works and I haven't had anyone report a crack in their shell for as long as we have been in business, which is ten years. If you did report this problem, your spa would be warrantied and taken care of.

My guess is you are a competitor trying to run our good name through the mud. If you do have a problem, please call 734-668-7665 immediately so we can get this taken care of.

If you are my competitor, which I suspect is the case, I am sure these slanderous remarks will be taken care of in court. I take our service and our reputation VERY seriously.

Kreg

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