Master Spas's reply to:

Master Spas - Hot Tub Review

Thank you for your recent review. We're sorry to hear that your hot tub is currently not working. We were able to find more details on this situation and one of our Customer Care Team members will reach out to you regarding this situation and the recent out-of-warranty service work performed. In the future, please feel free to contact us directly at 800-860-7727 or email us at customer care@masterspas.com. Thank you
ID
#978256 Review #978256 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Reason of review
Damaged or defective
2.0
Details

Bought floor model at hot tub show from local distributor 6/30/13. Stopped working 12/1/16.

Service person from distributor came out to diagnose 12/5/16. Needs new board. Board ordered from Master Spas same day. Board arrived at distributor 12/14/16.(Pony Express?) Service person installed 12/15/16.

Total parts and labor-$694. We used tub through evening of 12/21/16. Checked tub on morning of 12/22/16. Not working.

No function. Checked exterior breaker. Checked interior breaker. Both on.

Extremely dissatisfied.

Had a Dimension One for 10 years until shell developed small crack. Should not have changed brands.

Master Spas's reply to:

Master Spas - Hot Tub Review

Thank you for your recent review and bringing this to our attention. We'll reach out to your local dealer to inquire what they've found in the past and follow up with you shortly with further details. If you should ever have the need to reach us in the future, please contact us at Customercare@masterspas.com. Thank you.
ID
#957246 Review #957246 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Reason of review
Bad quality
1.0
Details

I live in Massachusetts and I've owned a master spa hot tub for only a few years (less then 5). However, it's stopped running several times, it's a hassle EVERY time it breaks, and the master spa people that I have to deal with (Crocker) are painful to work with.

They take over a week to call me back every time!

Do you know how stressful it is to worry that your hot tub it going to freeze and crack while you wait for these people to get back to you?? Worst decision of my life to buy this master spa hot tub

Master Spas's reply to:

Master Spas Hot Tub Review from Milwaukee, Wisconsin

Thank you for your recent review. First, we hope you’ve been enjoying your hot tub!

We have been in touch with your local dealer as we weren’t aware of this situation. They provided some information to us and we’ll reach out through the contact information you provided to discuss this further.
ID
#929579 Review #929579 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Pros
  • Hot tub itself
  • Product quality
Cons
  • Rude customer service
  • Responsiveness
  • No follow up
Reason of review
Poor customer service and absolutely no follow up
Loss
$1500
Preferred solution
I proposed a solution to Keith/Hot Tubs and More and was laughed at for it so I'd love to hear a solution from you.
3.3
Details

My wife and I purchased the hot tub back in March at the Hot Tub Expo and we've had the hot tub functioning now since June (as you guessed, the initial install was terrible). I'll start with the good...Now that the hot tub is up and running, I have absolutely no regrets in purchasing it, it has been everything that I hope it would be and hasn't had any issues.

Now to the bad (which was all completely due to our local dealer and the owner of our local shop Hot Tubs and More in Waukesha, WI)...I'll start by saying I've never dealt with someone more unprofessional and less concerned about his customers than Keith. When our initial hot tub arrived, the delivery was superb! Very knowledgeable, very helpful and extremely informative. Chris and his team that delivered the hot tub should be promoted or at least well recognized since they were great.

Chris actually noticed and pointed out to me a pretty large crack (about 11" long and directly above the electric display) that worried my wife and I since if any water had gotten into the crack it could have shorted out our display. Chris immediately called the local shop and sent them pictures of the issue and so my wife and I felt secure about them handling the issue. Unfortunately nothing close to this occurred since 3 separate times after this, they did not call me with any updates so I had to continuously call them to find out if they were going to be able to fix it, send us a new one, or something else. To make matters worse, it took them over two months to finally send someone to fix the crack, 3 weeks for them to actually have someone come out and look at it just to say it could be fixed, 3 more weeks for them to get the "repair kit" (maybe it's just me but you'd think being a shop like this you'd actually have repair kits on hand in case of a scenario like this since I'm guessing we weren't the first to have this issue) and then any additional 2 1/2 weeks for the repair team to come fix it (since they were booked out until then).

Finally, when the repairman came to fix it, he explained it was a very difficult fix since it was on an incline and actually apologize to me since he said "it looks like a kindergartener fixed it". During this time, I had been talking with the owner, Keith, out of Appleton who wasn't really helpful since my wife and I felt we ordered a new hot tub so we wanted to exchange it for what we had purchase....a new hot tub (seems like a simple concept but just wait). After calling Keith and telling him how disappointed we were and that the fix looked awful I had to actually threaten Keith with legal action since he still wanted us to keep the hot tub and I said that either way, we felt we deserved a discount/refund for the hassle (not to mention the multiple days off of work I had to take in order to make up for their mistake). To my amazement, Keith's response was that now he was going to have to spend time and money to send out a new crew to exchange the hot tub and bring us a new one...and yes, you read that right, my wife and I were told we should have to pay for their mistake.

At this point, we told Keith we just wanted it returned and didn't want any thing to do with Hot Tubs and More since Tom and Corinne locally were unresponsive, never helpful, not once followed up with us when they said they were going to (which was over 6 times), finally Keith said "what can I do to make it right?" and when I mentioned what we felt was fair, his response was "there is absolutely no way I'm going to do that". To my wife's and my surprise, we received a call the next day from Keith saying they miraculously just got in the exact same hot tub in the same color/trim and everything was identical and they could deliver it in two days...so finally we had our hot tub after 3 months of dealing with them. Looking back on the entire situation, my wife and I are still torn about whether we made the right decision in buying the hot tub since dealing with Keith and his team was the worst experience I've ever had in purchasing anything although we do absolutely love the hot tub.

The unfortunate part is that we will never step foot in the store here locally and never buy anything from them (we refused a store credit since we never want to do anything to help support them as a business) so we don't have the luxury of being able to go to the store for the chemicals and the only sad part about this situation is that we I even tried to reach out to corporate a couple times and never heard anything in the way of follow up (and obviously never have or will from them locally). Ultimately, we love the product but if we could give any advice, I would put a much larger focus on who you (Master Spas) allow to buy/franchise the company since this individual has absolutely no right running a business and is only going to hurt your (Master Spas) business in the long run since we won't ever recommend them to anyone.

Master Spas Hot Tub Review from Bloomfield, New Jersey

4.9
Details
Master Spas Hot Tub Review from Bloomfield, New Jersey
I love using my spa every morning when I wake up, it relaxes me takes out the kinks in my body and makes the rest of the day go smoother, it really reduces stress. G O Grand Rapids, MI
View full review
Testimonial

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

ID
#908151 Review #908151 is a subjective opinion of poster.
Location
Bloomfield, New Jersey
Product
Master Spas Hot Tub
Reason of review
Good quality
Master Spas's reply to:

Master Spas Hot Tub Review from Springfield, Oregon

Thank you for your recent post regarding your Legacy hot tub. The Legacy Whirlpool line of spas has a 3 year surface and structure warranty and a 1 year parts and labor warranty. Our records show 1 service claim submitted to us that resolved the issue you had at the time and that we subsequently paid the local service provider for the work performed. If you have further issues, please reach out to our Customer Care Team at 800-860-7727 or customercare@masterspas.com .
ID
#894388 Review #894388 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Cons
  • You did not stand behind your producct
Reason of review
$$$$ to repair your Spa!!!!
Loss
$1700
Preferred solution
Full refund

We have done nothing but put money into the repairs of our Legacy Whirlpool by Master Spas Hot tub that we purchased in Portland Oregon Expo Center Traveling Spa show. It has not been an enjoyable venture with the Legacy Whirlpool by Master Spas.

shortly after our purchase of our hot tub the main board in our tub went out and they tried to get out of paying for the repairs. We have owed this POS for about 3 years now and we have had to put another $1,000.00 into repairs into it.

we are ready to just make it into a big fish pond but we ave too much money into it do do that just yet.

Not Happy Oregon,

Master Spas's reply to:

Master Spas is horrible

Thank you for your recent review. We’ve been in touch with the local dealer regarding your swim spa and this situation. Although this is an older model, both Master Spas and the local dealer have qualified technicians as well as access to documents, like the Owners Manual, and parts. We understand the local dealer is in touch with you regarding the issues stated in your review and we look forward to you enjoying your swim spa. If you have further questions please reach out to us at 800-860-7727 or Customercare@masterspas.com. Thank you.
ID
#894105 Review #894105 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Cons
  • Only nice until paid
  • Poor attitude
  • Fraud
Reason of review
poor customer service, problem with delivery, warranty issue, damaged or defective, Not as described
Loss
$13000
Preferred solution
Price reduction
2.0
Details

Update by user Sep 02, 2016

No further contact. Preparing legal paperwork.

Update by user Aug 12, 2016

Aqua Spas called me from this post but I was not home and I called them, which was hard, but was only able to leave a message. I hope they will do something to make this right.

I talked to a friend that is a lawyer and he tells me since I recently found out the spa was much older than the year represented and the 2008 spa is completely redesigned (on the inside) from the 2006 it would be reasonable for me to expect considerable damages. I could "go after them" and probably recover damages.

I will update as this proceeds. I have been without use of the swim end of this spa for 23 months SO FAR.

Original review posted by user Aug 03, 2016

I bought an older Master Spas Swim Spa from the local Master Spas Authorized Dealer (Aqua Spas in Greeley, Fort Collins, Colorado). What a mistake.

First they misrepresented the year of the spa. Even on my contract, not just verbally. It was older than they said. There is no way they could not or should not have known, I believe this is fraud.

I found out later when the spa broke and the parts I needed were for a newer redesigned model. From what I can tell the model I bought was only sold for one year and then it was completely redesigned. I wonder if that had something to do with the FRAUD? The spa came with a 90 day warranty and there were some issues which they fixed but the batteries were charging incorrectly before the warranty expired and they never did correct that problem.

When I call they are generally rude and not helpful. Last time I called 3 times and they never called back. I can't stand to call them ever again. The spa has had several new problems since the warranty expired but this authorized dealer has no clue how to fix them.

They sent up a repairman for $150. to tell me it was broken (which I obviously knew) but the repairman admitted they did not have a clue how to fix it. NOT A CLUE. Why are they selling a high maintenance product like a spa if they don't know how to service them?

I contacted Master Spas directly and apparently they have no service manuals or archives for this older spa either. Why would that information not be available to customers. It is hard to believe they would destroy every manual in existence. Getting rid of the evidence I guess?

I can't find a manual online anywhere. It is a 2006 H2X Master Spas Swim Spa. Maybe Michael Phelps can help me? Other misrepresentations were made I can't prove.

The salesman told me my electricity bill would go up about $75 or $80 dollars a month but it went up closer to $275.00. I lowered this considerably by insulating heavily. Still nowhere near $80. dollars a month.

I was promised exercise accessories too but since I did not force them to put it in the contract they denied the agreement. They damaged personal property when they delivered the spa by backing into it and even though I saw them do it they denied that too. I guess I should have called the police when it happened to document that damage.

I think this company should go out of business. If they don't I won't ever believe in Karma.

Master Spas's reply to:

Master Spas - One lie after another...

Thanks for your recent review. We're very sorry to hear that you're unhappy although it seems much of this is not based on fact. One of our Customer Care members will reach out to you to review these with you personally.
ID
#883774 Review #883774 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Cons
  • Representative service
Reason of review
Not as described/ advertised
Preferred solution
The company should learn to operate with integrity...

Read the headline on this site and on their promotional material "operating out of a state-of-the-art 27 acre manufacturing campus". I suspect the truth is that they are operating out of a 27 acre industrial park shared with several other companies. Tell us how many square feet of manufacturing, how many sf office, how many sf warehouse! Google earth tells the tale, 'master spas ft wayne in'. It doesn't look like much of a campus to me.

Purchased at a Wichita, KS roadshow. Was led to believe was buying factory direct with no middleman. No, it was put on by an Oklahoma City store. So in fact the spa I purchased was actually burdened with the overhead from their brick and mortar store, renting the facility here, transport and staff to put on the weekend display and local saturation tv ads.

Was led to believe the spa worked with less chemicals. Their test strips are the same as any other test strip and there is no recommended chemical composition different from any other spa.

The real problem was a harmonic noise/vibration when the 1.5 hp motor ran in my small 3 person tub. It was impossible to stay in the tub. The Oklahoma City store had no solution. I don't even think they understood the problem so I eventually purchased a Balboa .5 hp motor online and replaced the 1.5 hp two-speed pump. The plumbing rework was not easy and I did need to make one wiring change but at least the tub is usable.

The manuals leave a lot to be desired. Mine clearly said to provide 50 amp electrical service yet the electrical labeling physically on the tub called for a much lower amperage which meant for me a lower cost for the electrical wiring and breakers.

Caveat emptor...a more intelligent purchase would have been to purchase from a local company.

Master Spas - Review in Plumbing fixtures category from Santa Clara, California

Thanks spa pool bbq show for our new master spa. Seamless, from start to finish it was amazing. Went to your show at the fairgrounds and saw over 100 spas on display. Met by your sales staff who introduced himself and shook our hands, that's very important. We were shown several spas, you seemed to have all different price ranges. We bought a twilight spa because of the neck and shoulder jets along with the mineral filters you showed us, my wife's favorite part. We gave our credit card and 2 days later the spa was delivered, they removed our old tub and put a new one in at no extra charge. Awesome. We filled it up and as per our salesman Travis who asked us to call him on his cell to walk us through start up and he even registered our spa for us. Travis you are amazing. We will tell anyone who will listen to buy a spa from you. We love everything about the tub the lights and waterfall is a must but most of all it is so easy to maintain. Next to no chemicals as advertised. Thanks again master spas.
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Testimonial

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

ID
#883170 Review #883170 is a subjective opinion of poster.
Location
Santa Clara, California
Product
Master Spas Hot Tub
Reason of review
Good quality
Master Spas's reply to:

Master Spas Hot Tub Review from Warwick, New York

Thank you for your recent post. We have contacted the local dealer you purchased your spa through and they will be in touch with you.
ID
#859151 Review #859151 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Reason of review
Bad quality

Spa bought in 2008, worked about 40 hrs/yr until 2014. Leaks were initially a problem, which was eventually contained.

The main motor controller and board as well as pump electronics went progressively bad until the main board needed replacement in 2014. Parts were not available except for a very expensive full replacement. The spa has not been in use since. Service through the only NY dealer in the area, Concord pools, has been difficult to get.

I've been trying for nearly 2 months to arrange for repairs. I have yet to talk to a human being.

Master Spas Hot Tub Review from Detroit, Michigan

4.8
Details
Mark Nelson and his team at Master Spas are not only knowledgable but friendly and easy to work with. They have a great selection of tubs and assessories. I LOVE my hot tub!!!
View full review
Testimonial

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

ID
#854484 Review #854484 is a subjective opinion of poster.
Location
Detroit, Michigan
Product
Master Spas Hot Tub
Reason of review
Good customer service
Master Spas's reply to:

Master Spas - Hot Tub Review from Hunlock Creek, Pennsylvania

A member of our Customer Care team has been in touch and offered you a 6 month warranty extension while also coordinating the local service technician to thoroughly inspect your hot tub. After reviewing their findings, we will be in touch with you to finalize this situation.
ID
#841068 Review #841068 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Reason of review
Bad quality
2.9
Details

Update by user Jun 13, 2016

I have contacted master spa's today they have offered a 6 months extended warranty but they haven't found out why my spa is shorting out it's pumps and heaters and control panel's and judging by today's email from them they aren't going to either. Now we have to take legal action against them because they built a lemon of a hot tub and don't care to fix it properly. You can buy better quality spa's then their's since they don't back their product

Update by user Jun 08, 2016

6 weeks and still no decision from masterspas spas.this is all the update I have

Update by user May 26, 2016

My spam has broken down yet again this company is doing nothing about my issues I talked with them and they gave no inside as to what they are going to do I will be contacting a lawyer to see what my options are in can'take use tub again it going on a week waiting for another repair.

Update by user May 17, 2016

Masterspas has not made any attempt to contact us i had the service technician send them an updated repair list.but I believe they are going to ignore us till our warranty runs out this spa was a waste of over $9000.00 In my opinion it is just a matter of time till it breaks down again and I have to buy these expensive pumps and heaters that keep failing.

Original review posted by user May 03, 2016

We have a master spa twilight series going on 3 years now and it hasn't run more than 6 months at a time without needing repairs it has blown 2 circulator pumps,2 heaters and a jet pump we have contacted the dealer we purchased it from they gave us an email to contact the owner haven't ever got a reply this hot tub seem like it is going to be a complete waste of money.

Master Spas's reply to:

Master Spas - Twilight Series Spa

Thank you for your recent review on your Master Spas. Our Customer Care Team was able to find your information in our system and will be reaching out to you to review the situation. We don't show any contact since October 2012. Having to "top off" the water in any hot tub is normal due to evaporation and or splashing over the side of the hot tub. We'll also look to review the situation with the LED lights on your hot tub. Thanks again.
ID
#831306 Review #831306 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Reason of review
Issues I wrote about in my review
2.5
Details

We have owned our spa for several years now, so I think I can give a truly honest review. I will start by saying I do love my spa, but a couple of things we are not happy about.

After about a year and a half the lights started going out. It was intermittent, and occasionally, but now they are out completely. Also another issue, I seem to be having to add water at least 1 to 2 times a week, which tells me it is leaking, and has been this way since we bought it. I do love the fact that the controls are right on the inside of the spa, easy to reach.

So, while I do love my spa, I have to say with the problems we have had I am not sure I can in good conscience recommend this spa to anyone.

4.3
Details
Thanks so much for the detailed review. We hope you're still enjoying your hot tub!
View full review
ID
#810774 Review #810774 is a subjective opinion of poster.
Location
Venice, Florida
Product
Master Spas Hot Tub
Master Spas's reply to:

Master Spas - TS Fit

Hi Linda and thanks for your review. One of our Customer Care Team members will be in touch with you today and they'll arrange for your TS Fit to be inspected. We're glad to hear that you and your family enjoy using the hot tub and we want to keep it that way!
ID
#809624 Review #809624 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Cons
  • Feel the product is not worth the money - poor quality
Reason of review
Bad quality

We purchased the TS Fit hot tub in November 2014. We have had it serviced once already and have once again been having quite a bit of trouble with it lately. We like to use our hot tub every night and cannot depend on this to be ready to use. It is either not heating or we get error messages. We paid quite a bit of money for this hot tub and I feel it should be working way better than it is. I left a message for Master Spa this evening and hope to hear from someone tomorrow. Thank you.

Linda Bruinsma

Fort Wayne, In

260-414-2266

Master Spas's reply to:

Master Spas - What service?

Thank you for your recent post. A member of our Customer Care team will be following up with both you and the local retailer to make sure this issue gets resolved to your satisfaction.
ID
#792593 Review #792593 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Cons
  • Post sale customer service
Reason of review
Poor customer service
Preferred solution
Replace tub

We purchased a Twilight series hot tub in Nov 2015. Immediate problems--waterfall leaked.

Dealer worked hard to fix but the water level continued to drop 1/2 to 1 inch daily. After thorough going over by the dealer, SEVEN leaks were found. Pictures were taken, all documentation done and submitted to Master Spas. No resolution as of Feb17-almost 3 months after purchase!

Yesterday we were told the man who makes these decisions is on vacation. We don't want to write the words we are thinking that describes how we feel about Master Spas who manufactured and sold a leaky hot tub.