Product: Master Spas Twilight Series Ts 6.2 Hot Tub Clear all filters (3 of 3 reviews match)
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Master Spas's reply to:

Master Spas in Tampa, Florida - Damages and customer service

Hi Lance. I apologize that you have not had the best experience with your dealer. We are only the manufacturer of the spa, so unfortunately we often don’t hear about situations between the retailer and the customer until we get a review like yours. I want to let you know that our corporate Customer Support Supervisor has reached out to the company that sold you the spa, and has been working to help get these issues resolved for you. We apologize for the poor experience you had, and we thank you for your honest feedback.
Review
#1384359 Review #1384359 is a subjective opinion of poster.
Product
Master Spas Twilight Series Ts 6.2 Hot Tub
Cons
  • Customer service
  • Delivery and customer service
Reason of review
Poor customer service
1.8
Details

upon delivery they damaged 5 pavers and ripped ceiling fixure out of ceiling.and 2 months latter they have still not taken care of me.they said they would give us chemicals instead of doing repairs I said ok and I will do the work,i called 6 times just trying to get my chemicals.they put us on hold for extended amount of time when we call in.and they don't answer my phone calls when they see it is me,they are very rude.motor was out when we received the spa took them 2 weeks to get out here to fix it.would not recommend buying from this company.we had better service with cal spas and sun dance.we do not know how this company could be high up on list.they tell you they will do something and they don't.have not been happy with master spas and have only had spa for 3 months.

Resolved
Master Spas's reply to:

Master Spas in Fort Wayne, Indiana - Love my Spa - hate customer service - Resolved

Hi Gretchen. First off, we’re so happy to hear that you love your spa! However, after checking our database, we show no record of you contacting our corporate customer service department. We have Master Spas dealers located all over the country, as well as internationally, and we do have some in your area. We want to make sure that the issues with your spa get resolved so you can get back to enjoying it to its fullest extent, so one of our corporate customer care representative will be in contact with you shortly to see what we can do to help you. Thanks so much for the feedback, Gretchen. We appreciate it!
Review
#1347427 Review #1347427 is a subjective opinion of poster.
Product
Master Spas Twilight Series Ts 6.2 Hot Tub
Reason of review
Poor customer service
Loss
$200
Preferred solution
Let the company propose a solution

Update by user Oct 05, 2018

Finally Masterspas contacted me. The company they use to service their spas contacted Spa Master who simply sent us replacement parts. Master spa authirized the service and we had to pay the trip charge of $125 (which should have been waived since they'd dropped the ball) but my beloved spa is back in working order!

Original review posted by user Sep 05, 2018

1st I want to say how much I LOVE my MasterSpa- I have the Twilight 67.5 and I adore it! It literally is my favorite inanimate object.

The problem? If something goes wrong there is no local presence to have parts or service.

The Warranty does not allow for service to your spa - and the company will send you part and tell you how to replace but does not provide service.

If you complete the repair incorrectly - will they cover issues stemming from this??

Sometimes you have to live and learn. When it is time to replace my beloved Master Spa I will go to a company who will service the thing!!!

Master Spas's reply to:

Master Spas Twilight Series Ts 6.2 Hot Tub Review from Ligonier, Indiana

Thank you for your recent review. One of our Customer Care Representatives will reach out to you and work with the dealer and service person so you can enjoy your hot tub ASAP.
Review
#822969 Review #822969 is a subjective opinion of poster.
Product
Master Spas Twilight Series Ts 6.2 Hot Tub
Reason of review
Bad quality
1.3
Details

I bought the twilight series spa and with two months of only maybe twice aweek it developed a water leak. It sets on a concrete covered patio so there is no foundation issues that could have caused the leak.

Upon contacting Master Spa, they gave me two phone # to call for service however the pool place $65.00 a trip will not schedule a service date and the one that will wants $210.00 a trip.

Master Spa will no pay these trip charges. My question to anyone thinking or currently owning a Master Spa what good is their warrentee if you have to pay this much to fix Master Spa quality workmanship???

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