Reply by Master Spas

Hi Patrick. We appreciate you reaching out to us, however we only manufacture the hot tubs sold to you by your dealer. If you have an issue with anything regarding the sales or installation that needs to be handled with the company who sold you the hot tub. We are a completely separate company, so when it comes to situations like this one there really isn’t much we can do. Again, we’re sorry to hear that you haven’t had a positive experience. Although there isn’t much we can do, we will be reaching out to your dealer and letting them know about your feedback in hopes that they will be able to properly resolve these issues for you. Thank you.
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Hello-I just had a Twilight Series 7.25 delivered. Not wired up and filled yet.

This is a review of the Masterspa Minneapolis sales tactics. Specifically Brett-Sales Mgr.

Installers had to be delayed because of a diesel truck that was errantly filled with regular gas causing them $1000. They made me know this.

When installers showed up I helped them remove the old tub. Then before they were going to put in the new tub I needed to pay $300. And I should speak with Brett-salesman.

I got ahold of Brett on his cell phone and he immediately yelled at my wife and I over the phone accusing us of being “Liars”. And I need to pay $300. I said “Brett-what are you upset about”. He yelled back saying “this was supposed to be an easy install”. I said Brett-it’s exactly as we said. “He said no-you lied to me, why would you do that!” This was getting strange as I asked again “Brett-what are you upset about”. He yelled “you never told me the condition of the tub being removed”. My wife and I both said at same time “you never asked” only what brand “Vitaspa”. How old “15years”.

He then said I should be a “Gentleman” and pay $300. Told him forget it. This is terrible customer service!

The install team did say they laid into him for now getting the $300 haul fee at time of sale.

We feel like he was trying to make his problem with the install team our problem!

I now hope this tub works! Which we are now worried about that with the way he was acting toward us.

We couldn’t believe the high pressure tactics to get another $300!

Terrible customer experience so far! I have wrote Masterspa Customer Service and created a case about this.

I will update this review when we get the tub up and running.

Product or Service Mentioned: Master Spas Hot Tub Installation.

Reason of review: Poor customer service.

Preferred solution: Personal apology and assurance we will be taken care of going forward with our high pressure sales tactics. Example-being called Liars!.

Master Spas Pros: Idea of the product.

Master Spas Cons: Rude customer service.

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