Master Spas Customer Care Reviews and Complaints

Swim spa is great! Customer service has been a significant issue from day one. Salesman (James) was extremely unprofessional as soon as I paid. He lied about many things and when I called him out on some major things (i.e. there was no “floor model”) a spa had never even had been ordered for me ( imagine how I felt having paid cash and finding out wasn’t even ordered) There were several other untruths that actually affected my safety (regarding the steps and few other things), when I specifically said safety was paramount for me because of a serious health issue. During the phone call with the Salesman (James) he literally shouted at me! He was not even trying to have a discussion, he was just flat out screaming and yelling at me. I was blown away. I’ve never been treated that poorly. More recently I called customer service to let them know that the area right under the handle, had a rip in it. Before I could even fully explain, i was told that this was my fault and not covered by warranty. There is only one way to open the swim spa, by pulling up on the handle. The wear/tear is exactly where a reasonable person could see that I did nothing wrong. Sometimes there are defects in items. This should have been covered by warranty. I was told it wouldn’t be, because it was my fault. But offered to send me a new skin (don’t even know what that is) for “free”, but I would have to pay approx $70 for shipping. I can’t afford that, especially when I don’t know what it is. I just want the side of the cover, that has a tear, replaced. That’s a reasonable request as it is in warranty, or so I thought. This afternoon I noticed that the control panel isn’t working. I’ve done everything that I read about to do, but it didn’t fix it. I left a voicemail about it, since it was after hours, but I’m not looking forward to talking to customer service, because past experience has proved to be rude and unprofessional. So I’m having a really tough night, because historically customer service with Master Spas has been extremely upsetting. I truly hope my two issues can be resolved immediately (the control panel) and then the cover, all without incident, so that I can go back to fully enjoying my swim spa.

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

This is our second master spa, only because our first sold with last house. It has always been reliable and ready to use. Along with the great help and service from our friends at niagara hot tubs in St. Catharines it's been a long great experience.

More than a little happy with our purchase with only ONE exception - spending so much time in there, nothing much is getting done around the house now! And when I went to register our spa, I found our dealer had already taken care of that too! We will definitely be product loyal!

On Oct 21, my HL 630 Masters Spa started tripping the electric breaker. I called the dealer to arrange a time for someone to come to my house and fix the problem. The SPA is only a year and a half old. I was told someone would be at my house on Tuesday Oct 25. That was a no show. I was then told it would be Thursday, Oct 27. That was a no show. I was then told it would be Nov 1st. The maintenance man showed up and did some adjusting. The SPA no longer tripped the breaker. As the SPA set with no circulation it was dirty, so I drained it and refilled it. I was told to add the liquid metal solution and let it set for 24 hours which I did. After the 24 hours I turn the SPA on and noticed the circulating pump was not working. I called the dealer and asked for their maintenance man to come back. Then I noticed the jets only ran for 10 minutes and the SPA water temperature went to 96 degrees but the heater was not on. The problem is that this dealer only has one maintenance person for the state of Texas. I should be scheduled for maintenance sometime in November or December. I never thought to ask about maintenance if the event of a SPA problem when I bought the Master Spa or I probably would not have bought it. It seems to me that when you have someone sell your product you would ask if they had the manpower to fix any problems. I would never recommend Master SPA or Primo, the dealer, to anyone.

The sale of the spa in terms of model selected and delivery went very smoothly. A deposit was left upon order of the spa using a credit card. I also verified I could pay the balance by credit card. When trying to set up delivery, Corrine(the rep), stated credit cards could not be used, only on deposit. This was contradictory to when I asked the salesman at point of sale. Corrine stated only cash or check. It was very misleading. Secondly, after delivery, which was wonderful, I asked the delivery man about the spa, upkeep, start up, etc. He said he did not know any of that, and that I needed to read the manual. At the point of sale, the salesman said they would instruct us on how to use the unit, especially since this is our first one. I truly felt I received good service up until the point of sale. After that, the company does not care. Today, I called to ask about the filtering system. Hot Tubs and more responded that I should "you tube it". There was no education on the hot tub, nor did I feel they cared after the sale was made. Very frustrating and disappointing.

I did not have any issues with the general quality and function of the Midnight 6.2 series Model 5300 spa until recently. Part of the sales pitch was how good the service was, unfortunately, the service really sucks as no one has responded to me for nearly a month now, despite the two different forms of communication I have tried. In August of 2015 we went to the Spa/Hot-tub show in Pleasanton, CA at the County Fairgrounds and we purchased a master spa. We paid and scheduled delivery. Delivery was late but not the fault of the delivery team but rather the fault of the previous customer (who did not understand the concept of clearance to get into his backyard location). It finally arrived and was placed correctly. Following the directions, I had 220v electrical power installed and after filling with water it started up immediately. I had no problems with the spa until April of 2016. The spa started leaking water from underneath the spa. Initially I thought this was water that splashed over the sides during a party. Later, when it was just me in the spa I noticed the leak again. After removing two side panels, I finally found the leak coming from the end of a PVC pipe that appears to have an overpressure valve or something like that. This valve, when it is in use, sprays water directly on the inside of the spa on the wood and other parts. After playing with the valve a bit, it no longer leaks when running the circulation pump, but when the jet pumps are on this valve streams enough water to lower the hot tub level by half an inch per half hour. Being in California, with the drought and all, a leak of this magnitude is pretty significant, plus it is keeping half of everything inside the hot tub panels damp. This is where I started sending service requests through Master Spas website. I received no response and left voice messages with Master Spa. So where is this great customers service they sold me? After reading the other posts, it seems that it was all “sales fluff” and I have only a partially working spa. So my conclusion is that the hot tub is good, but if anything ever breaks, you are going to have to find and pay someone to fix it.