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.

Master Spas's reply to:

Master Spas - Hot Tub Review from Omaha, Nebraska

Thanks for your recent review. Every spa we build has an easy access drain under the front panel that you can hook up to a garden hose. We'll reach out to you to review and make sure you're following the recommended maintenance routines as well. Thanks and happy soaking!
ID
#786900 Review #786900 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Reason of review
Bad quality

We have had our master soa nearly a year now. We previously had a Catalina soa.

Biggest mistake we have made concerning our upcoming retirement. It has the mineral filter which is supposed to reduce the chemicals needed. Baloney, the water is constantly cloudy even if we use it or not. The spa has a constant sickly mineral smell.

We have tried different chemicals to no avail.

Also it came with no drain, we were told to siphon out the water with a hose and that doesn't work very well. On positive note to it is beautiful to look at.

Master Spas's reply to:

Master spas a terrible company

Thank you for your recent post. Based off your location, we were able to contact the local independent dealer for more details. They informed us that you haven't paid for the product yet and as a result they cannot arrange for delivery. Please contact your local dealer to finalize payment and arrange for delivery of your new hot tub. Thank you.
ID
#777539 Review #777539 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Cons
  • Customer service
  • Post sale customer service
Reason of review
Poor customer service
Loss
$4800
Preferred solution
Let the company propose a solution

Bought a master spa at a show when they travelled through my town. Signed a contract for a tub, gave a $4800 deposit.

Tub was supposed to be arrive in three weeks. Nobody would return my many calls for three months finally we agreed on a date, had an electrician there for five hours, they didn't show up, they didn't call. Now I found out they will not honor the original deal, nor will they give my deposit back.

Stay away from this company we will probably end up in court. Don't ever give a deposit to this company.

Master Spas's reply to:

Master Spas - Spa is nice when you can get it to work.

Thanks for reaching out to us and filling us in on your situation. One of our Customer Care members will be reaching out to you to review the situation. The messages on your topside control panel indicate a flow issue that is usually caused when the filters need to be cleaned. When the filters get too dirty the water flow is restricted through the heater causing the hot tub not to heat.
ID
#756948 Review #756948 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Reason of review
Bad quality
Preferred solution
Let the company propose a solution

having issues with keeping spa working after only a few months. indicator says flow failed whatever that may mean. Restarted spa and message is now about no water in the heater, which I can't find anywhere on the site what that means either. Shut off the spa since it is unusable.

Programming is not intuitive. left a message last week on the web site and not one has called. One of the main issues is, I did not buy it from a local dealer so i thought they would be pretty responsive by phone, but it does not appear to be that way. spent a lot of money on something that works intermittently.

Craig Colgrove

cell 602-692-3280

Master Spas's reply to:

Master Spas - Hot Tub Review from East Middlebury, Vermont

Thanks for the feedback. One of our Customer Care representatives will be in touch with you to review the situation and walk you through the water chemistry issues. The TS 6.2 actually has a far superior filtration system to most hot tubs on the market today and doesn't allow for all the bypass that some other spas have. We'll be in touch shortly to work through getting this resolved and get you enjoying your hot tub.
ID
#755165 Review #755165 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Pros
  • Very convincing to sell the product
Cons
  • Feel the product is not worth the money - poor quality
Reason of review
SCUM SCUM AND MORE SCUM
Loss
$7000
Preferred solution
Full refund
1.0
Details

We were looking to buy a new hot tub and went to the show that they had in Burlington, VT. The sales pitch was great. So, we bought the Twilight 6.2 tub. Well, we got it filled and started using it. Love the jets and love the size. What we don't love is that we get "***" all the time. We had a TIGER spa prior to this one and never, ever EVER had any issue with ***. We also seem to use a lot of chlorine. I was under the impression that this spa would NOT use as many chemicals, but in order to keep it correct, we are putting chlorine in every day, *** stuff and we STILL get ***. If I'm doing something wrong, I'd like to know. As I mentioned, this is our second spa and never had any problems before.

We emptied the spa today and I took pictures of the ***. It's not making us happy that we had to empty the spa to get this cleaned up.

If I could get my money back on this spa, we would surely do it. I would NEVER EVER recommend these spas to anyone.

Master Spas's reply to:

Master Spas - I received no personal instructions on use or how to set up the controls.

Mr. Miralles,

The member of our Customer Care team that reached out to you earlier will be in contact to resolve the situation. Thanks for your patience in getting this resolved.

Master Spas, Inc.
ID
#751940 Review #751940 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Cons
  • Customer service
  • Poor service
Reason of review
Poor customer service

After my review I received an e-mail from you telling me your Customer Care team would contact me to review the operation of my hot tub. From a phone call to you I was told to contact a local company called The Spa Tech.

I did so, and he came out. He helped me with a problem draining the spa and told me some things about the controls. We could not go through the set up, because the spa was drained due to cold weather. He then gave me a bill for a service call in the sum of $70.00, which I paid.

I did not expect to be charged for this service because I feel it was something that should have been done when I purchased the spa. Is it possible for me to receive a refund for this bill? Please review it and let me know. Thank you.

Richard Miralles. E-mail dickand joy@att.net

Review about Master Spas Hot Tub from Dallas, Texas

5.0
Details
We love our spa. Thanks to Travis our experience was amazing. We knew nothing about hot tubs and always wanted one. We went to the convention center after seeing the ads on television. We were met with a very friendly sales rep and were given a complete presentation about the product available. It's always scary spending that kind of money but with all of his knowledge it made it easy. We purchased on Friday and it was delivered on Saturday. The delivery crew was amazing. After a brief rundown we were on our way to tubbing. Travis asked us to text him or call before we filled the spa. We chose to text and he called back within 10 min. Instead of having to read the owners Manuel he walked us through a 4 step process. The hot tub did the rest. We are so impressed we had to share our story. I know you only hear from upset customers so we always share when the service is great. Thanks again Travis and thank you master spas for making it so easy. We love our twilight 6 person spa. We will tell everybody to buy from you and your company. The Budda Family.
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
#745532 Review #745532 is a subjective opinion of poster.
Location
Dallas, Texas
Product
Master Spas Hot Tub
Reason of review
Good customer service
Master Spas's reply to:

Master Spas - I received no personsal instructions on use or how to set up the controls.

Richard,

Thank you for choosing a Master Spa. One of our Customer Care team members will be in touch to review the operation of your new hot tub.

In the future, feel free to reach us at either 800-860-7727 or customercare@masterspas.com
ID
#744505 Review #744505 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Cons
  • Customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

I purchased my spa from a dealer from out of our area and when it was delivered I was not given any instructions on how to set the controls, how to drain or even what the different features are. I phoned your company and they referred me to a local repair technician .

I am 91 years old and I could use some help in how everything works. My user manual has different diagnostic codes than I have on the spa. I also do not know if it has the Eco Pur system or the freeze protection feature. I also do not understand how to program it so it doesn't have to run all the time.

Can you send someone out to give me instructions and is it covered under the warranty?

Thank you for any help you can give me. Richard Miralles

Master Spas's reply to:

Our new Master Spas Health Living 8 is lukewarm

Thank you for your recent review. We were able to find your contact details in our system and we'll be reaching out to you directly to discuss the situation further. Master Spas builds some of the most energy efficient hot tubs on the market. However, once the cover is off any hot tub in a cold climate, the temperature of the spa is likely to drop. From what we can tell, the hot tub is operating properly but we will look forward to discussing this with you directly.
Thank you
ID
#739801 Review #739801 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Reason of review
Bad quality

We live in Michigan.

Our hot tub was delivered in August, 2015.

Since winter has arrived, this hot tub does not retain its' desired temperature.

We set the temperature to 103 degrees.

Within the first few minutes of using the hot tub, the temperature drops to 102 degrees, and it does not recover.

And, if you want to enjoy the hot tub for longer than 30 minutes?

Well, "most people don't do that" and "you must have a dirty filter" are the comments we received from the Master Spas dealer, somehow trying to justify the failure of the HL8 to retain its' desired temperature.

And of course, the California energy standards are also to blame.

Everything and everyone is to blame, except for the manufacturer.

Good thing we purchased an extended warranty ... I guess.

Master Spas's reply to:

Master Spas - The Best From Boyne City, The Best Master SPA PURCHASE , DELIVERY & SET UP !!

Thanks for sharing your unique perspective on your hot tub experience and we're so glad you're enjoying it!
ID
#701996 Review #701996 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Reason of review
Good quality
5.0
Details

This was all done in 1 day. The temp went from 64* to 99* in the matter of minutes.

The color of the light is like the "NORTHERN LIGHTS". The Jets are just like "BROADWAY JOE" tossing the "DUKE". The direction changer is like "GOING DOWN A WRONG WAY STREET TO AVOID THE COPS". The control panel is like "NASA" "CONTROL", We have a SPLASH DOWN!!!

Any one from "BC" who would like the opportunity to have a SPLASH DOWN, PLEASE contact Master SPAS for the BEST OPPORTUNITY IN SPA PLEASURE. Now for the punch line "THIS SPA IS BETTER THAN LAKE CHARLEVOIX" BEST, Greg Odette

Master Spas's reply to:

Master Spas - Master Spa seems loud, constantly running, high power bill and some jets seem weak

Hope you're enjoying your new home. We'd love to help you get to know your Master Spa better and provide you some guidance for using and programming it. One of our Customer Care Representatives will be contacting you to get more details. Much of what you are describing will be able to be taken care of through programming of the hot tub. We'll also need to determine exactly what spa you have so we can provide some feedback on your other concerns. Thank you.
ID
#680168 Review #680168 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Master Spas - Master Spa seems loud, constantly running, high power bill and some jets seem weak

We recently moved into a new to us home with a MasterSpa. We had a Beachcomber at our previous home and loved how economical it was to run.

I am not used to high power bills for hot tubs. Is here anything we can do to bring this down? Also, it is loud and seems to run all day/night. We read the manual and can't tell whether or not there is a better setting to have it on to keep this from happening.

Lastly, jets on half of the tub turn on full blast when we hit the "jets" button and the others seem to stay on "aux" mode with very weak output.

Is this supposed to be the case? I've attached a photo with some tub details.

Master Spas's reply to:

Master Spas - I paid 10.000 for a LEMON

Posted by Master Spas Customer Support on July 28, 2015:

A member of our Customer Care Team tried to reach out to you through both the email and phone number you submitted previously. The email was sent at 8:10am Friday morning and the phone message was left close to noon. We will try again today and also to reach out to the dealer you purchased the spa through. If you have not been getting our communication, please also feel free to email us at customercare@masterspas.com or call us at 800-860-7727. We look forward to getting any situation you have with the spa resolved.

Posted by Master Spas Customer Support on July 24, 2015:

Thank you for letting us know about any issues with your hot tub. First and foremost, it’s Master Spas goal to have happy hot tub owners and a member of our Customer Care team will be in touch with you to discuss the situation further.
With the information you provided, we were able to bring up the history we have on your hot tub. Unfortunately, we do not have any service claims or communication with your dealer regarding any of the issues you state in your review. We count on getting this information from our network of dealers and service centers to give us more insight into situations happening in the field and to help us continually improve our products. We look forward to talking to you and making these next several years of your hot tub ownership more enjoyable.
ID
#670631 Review #670631 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Pros
  • Store that we bought our spa from has done their
Cons
  • Sold me a fake product
  • Poor quality
Reason of review
Bad quality
Loss
$10
Preferred solution
i want our hot tub replaced with one that works, or I want the one we have to be properly evaluated and fixed with a new warranty in case of future issues, I also want the $800.00 that we paid for the stereo the has never worked. I would also like a manua
2.8
Details
Update by user Jul 30, 2015

I would like to take a minute and thank Brian from Master Spas', your phone call and your guidance meant so much to us. Just knowing that your concern of our happiness with your company's product speaks volumes.

This will keep us as customers forever. I believe that every company's product can sometimes have defects... That doesn't mean I feel Master Spa is a bad product.. It's all in how the issues are resolved.

Your customer service has been amazing. Thank you so much for being compassionate and for all that your doing to resolve these drawbacks.

I look forward to speaking with you soon. Sincerely Melissa & Mark

Update by user Jul 27, 2015

I have not talked to anyone from Master Spa's, I left my phone numbers and my email. The history information would be with the dealer that we purchased our spa from in Geove City.

They are aware of our problems, was in contact with them last Monday. The Spa has been out of order for more then a week.

Update by user Jul 23, 2015

I would also like to add... After complaining about the stereo not working we received a very generic looking remote...

Still haven't been able to hear anything... The store copied off an owner manual off the internet (not the correct one) after spending an hour of our time reading the wrong manual we were even more disgusted..

We have never once discussed ANY warranty information.... I'm am just now gathering information from these reviews that I feel should have been discussed before the actual purchase.

Original review posted by user Jul 23, 2015

I paid close to $10.000 for our Master Spa, Twilight series. This spa NEVER came with an owners manual, we have also never been able to use the stereo system them cost $800.00.

It has had several leaks, the jets work off an on and the mother had to be replaced in the first year. This hot tub was suppose to be enjoyable and relaxing.. It has been very disappointing. The company we bought this tub from has fixed, or has done their best to fix any and all of our problems, however it's not even been paid off and it's been a true headache, it has cause more family drama then ever.

I sometimes feel that this tub had been used and resold... Other times I feel I bought a lemon.

It's not even two years old! Very disgusted.

Master Spas's reply to:

Master Spas - Almost Perfect...

Hi and thanks for your recent post. We’re so glad you are enjoying your Michael Phelps Legend 900! We understand how frustrating it can be to be ready to use your spa and enjoy your favorite music only to find that the remote for the stereo isn’t cooperating. Our Customer Care team will reach out to you to confirm your address so we can arrange for service. Keep enjoying your Master Spa!
ID
#646936 Review #646936 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Pros
  • Master blaster foot jets
Cons
  • Customer service
Reason of review
Damaged or defective
Loss
$250
Preferred solution
Radio service.
4.0
Details

We love our Master Spa hot tub. We purchased the Michael Phelps Legend LS900 series.

It holds heat very well and the massage jets are awesome. The only problem with ours is the built in Radio/Sound System. The remote doesn't work, and it is almost impossible to control on the tub itself. You can't see the station, or even the mode it is on.

We just use it bluetooth with apps like Pandora or I Heart Radio.

The speakers are fine, its the radio part that needs improvement. All in all, the spa has provided us hours of relaxation, just be aware of the sound system issues.

Master Spas's reply to:

Master Spas are great!

Thanks so much for your recent review. It's great to hear that you're enjoying your hot tub so much! If you ever need anything, please don't hesitate to contact us at 800-860-7727 or customercare@masterspas.com
ID
#634904 Review #634904 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Pros
  • Master blaster foot jets
  • Products
  • Sales staff
Reason of review
Good quality
5.0
Details

I've owned a few other spas and the Master Spa has been the best by far. It has a lot of power , but the jets are adjustable.

It's easy to take care of and it doesn't cost much on the electric bill. The jets are all in the right places. It's quiet and I've had it for over 7 years with no service call. My wife likes the ECOPUR filters that don't require a lot of chlorine.

It takes only about 2 minutes a week to maintain. It's much easier than the other spas we owned.

Thanks for the great relaxing product.

Master Spas's reply to:

Master Spas - Repairs

Thank you for your recent post. With the information you were able to provide regarding your 2007 hot tub, we were able to access your information in our customer system. First, we apologize for this situation. The local service technician recently informed us of some ongoing health issues and has retired as you stated. Please be assured that we'll be able to help in getting this resolved and our Customer Care Department will be in touch immediately.
ID
#633996 Review #633996 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Cons
  • Poor service
Reason of review
Poor customer service
1.0
Details

NO customer service. Feel like this was a really bad investment because if it is not working properly there is no one available to repair.

Home office is not concerned or helpful in getting repairs made. Guess once you spend your hard earned money on it they are done! Ours has not been heating for several weeks. Was given name of repairman did not show up when scheduled and then did not return phone calls.

Finally called home office and was told he had retired and they had no one else. We bought ours at the State Fair a few years ago-do not fall for the sales pitch because once you have purchased the company is done!