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What Their Customers Are Saying ?

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Awesome experience all around | Master Spas review

Master Spas
1 of 2
I purchased a floor model at one of the expos at the reliant center and was treated very well, despite me playing hardball. My rep Kyle was more than informative and very welcoming despite my attire and me looking completely different than his "typical" buyer (me being a younger black guy with dreads in casual clothing). I am a sucker for a good pitch and already made my mind up to buy a hot tub long before arriving (as i fought a professionally for over 10yrs and plan to again as life slows) but I also like to see how people treat you in person. Me being a salesperson as well, I like to hear "the approach" and if I feel it was a good, authentic pitch I will buy right there! He took his time and was beyond informative without pressuring, so I bought. Later that day, after realizing there was only 3 days to make a final decision without losing money, I did what all consumers do after having buyers remorse and looked them up. I noticed some very unpleasant reviews that raised red flags, but reminded myself that the company I work for has D+ rating with BBB, which is in no way reflective of our company and decided to give them a chance! Boy was I glad I did because they surprised the *** out of me with a speedy delivery, efficient setup time and professionalism from their delivery team! And that is why I am taking the time to leave a review. Everyone is quick to go to the internet and complain with an altered view of how things transpired, but when things go perfectly smooth they only leave reviews when asked or incentivized. This is a true testimony to their product and professionalism and I would recommend any one looking for a hot tub to give them a shot! Thank you very much Kyle, Chris and the rest of the people at Masterspas Conroe!
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Light controller problem | Master Spas review

Master Spas
I’ve had our LSX 800 for eight years. Had a problem with the heater they fixed it under warranty. Had a light controller problem they fixed under warranty. Hot tub is *** Nothing else like this on the market. Ted and the people are great!!!!
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Love My Hot Tub! | Master Spas review

Master Spas
My wife and I truly love our new hot tub! With color changing lights and all the jets – we are totally relaxed when we get through using it! Thank you! - Jeff Ahlers
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Master Spas's reply to:

Really Disappointed Twilight 8.2 | Master Spas review

Hi. We’re very sorry to hear that you’ve had some issues with your Twilight 8.2. I’m assuming that the $80 you’re paying for service calls is a travel fee. Travel fees are determined by the servicer and are not covered by the warranty. I’ll have someone from our Customer Care team reach out to you so we can send you a free set of filters for your troubles. Thank you for the feedback – we appreciate it!
Review
#1763145 Review #1763145 is a subjective opinion of poster.
Pros
  • Would be nice if worked without breaking
Cons
  • Poor quality
Reason of review
Bad quality

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
2.2
Details

My Wife and I went to a local hot tub show and purchased a Twilight 8.2 Within a Week or Two we had a leak under the tub. When we called to let them know there was a leak we were very surprised to find out we had to pay $80.00 and wait several days for them to come out after paying a substantial amount of money for the tub.

(Had to drain 400 gallons and refill 400)A short time later we had a foot massage jet pop out another 80.00 service call and drain 400 and refill 400. The next day the jet pops out again (installer didnt not install it correctly) had to drain another 400 and refill 400. Months later had a Motor fail again another 80.00 had to wait another week for someone to show up and had to drain and refill tub again. A week or two later the water fall on/off *** doesnt work.

I had no intentions on spending the kind of money these tubs cost but after hearing the sales pitch of how great of a tub these are and the magnetic therapy that would help with my wifes medical issues I splurged and bought it. We do like the tub if it didnt have so many problems but after experiencing the ownership of it I dont think I would purchase again.

Though all parts were under warranty I was still unhappy with the service. $80.00 service call each time, draining and refill total of 800 gallons each visit and weeks of time waiting for service appointment.

Master Spas's reply to:

Poor product and poor service | Master Spas review

Thank you for reaching out about this, we’re sorry to hear that you haven’t had a pleasant experience so far. Our corporate Customer Service team has received your review and is currently working with South East Spas to get these issues resolved for you. Thank you for your patience as we work to do so, and thank you for your honest feedback! We appreciate it.
Review
#1746453 Review #1746453 is a subjective opinion of poster.
Pros
  • Very convincing to sell the product
Cons
  • It was defective at delivery to my house
  • Poor quality
  • Reliability
Reason of review
Poor customer service
Loss
$9945
Preferred solution
Full refund
Tags
  • defective false misleading
1.0
Details

Had a Hot Springs for 19 years, moved and decided to get a new tub. The sales person convinced me to buy a Master Spa.

The Worst decision.

Southeast spa delivered in the cover of darkness, next morning was able to see the tub. Scratches on the tub.

Called Southeast spa numerous times to report the scratches and tub fails to maintain 104 degrees, they tell me they'll take care of it, never heard from them.

Called master spa, they called southeast spa, told by Master Spa it will be taken care of. NOT!!!!

IF YOU HAVE THE OPTION BUY FROM SOMEONE ELSE, MASTER SPA DOES NOT STAND BEHIND THEIR PRODUCT.

Master Spas's reply to:

Spa shut down code snb | Master Spas review

Thanks for reaching out about this. If the sensor has been recently changed and you’re still getting a sensor error it’s most likely an issue with the board. I’ve forwarded your review onto our Customer Care team and they’re currently working on getting these issues resolved for you. Thanks again for the honest feedback! We appreciate it.
Review
#1742864 Review #1742864 is a subjective opinion of poster.
Pros
  • Really good tub
Cons
  • Tech support not adequate
Reason of review
bought sensor as you suggested, didn't help !
Preferred solution
Let the company propose a solution

replaced the sensor on right side of heater. nothing changed.

tub is cold, no pumps work, heater not on.

How many sensors are there for temperature ?

Are both sensors on the heater the same ?

Is there a reset button on the circuit board ?

my control board is a Balboa ms5000.

What must I do to get her going again ?

Master Spas's reply to:

Poor workmanship!! | Master Spas review

Hi. We’re sorry to hear that you’ve had issues with your spa leaking. After speaking with Brandon with TX Spa Services, it sounds like he’s been out to look at your spa and has plans to return in order to locate and repair the leak. Should you have any other issues with your spa, please reach out to TX Spa Services or our customer care department by emailing customerservice@masterspas.com. Thank you for the honest feedback – we appreciate it.
Review
#1733673 Review #1733673 is a subjective opinion of poster.
Reason of review
Bad quality

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
1.0
Details

We bought a Master Spa about 3-1/2 years ago and it developed a leak while it was still under warranty, the dealership we bought it from said there wasnt a leak, that what was happening was condensation ( seriously), after fighting to have it repaired they found the leak, (shock), so now that its no longer under warranty it has developed a more serious leak, I will never recommend these spas to anybody! Very disappointed in the workmanship. The dealership that sold me the spa is no longer in service!!

Master Spas's reply to:

Spent $15,000 on Masterspa Legend Series 2 mo. ago & need customer svc ASAP... the next available appt. isn’t for 10 days?!?! | Master Spas review

Thank you for reaching out about this, Kimberly. I believe our customer service team has been in contact with you and has also been in contact with servicers in the area to see what can be done for your spa. If you are still having issues please let us know by emailing customerservice@masterspas.com. Thank you.
Review
#1726618 Review #1726618 is a subjective opinion of poster.

Last night my boyfriend was in our hot tub when the hot tub suddenly shut off. He checked the breaker- nothing.

Called customer service first thing this morning (it’s December and it’s freezing here in northern CT) and they said it sounded like the heater went!

The best they could tell him to do was to try to get the water to circulate and to wait 10 days for the next available appointment. That was a major investment and the best that they can do is tell us to wait and hope that the pipes don’t freeze for the next ten days?!

Master Spas's reply to:

Unbelievable, less than poor! | Master Spas review

Hi Tony. Thank you for reaching out about this, we’re very sorry to hear that you’ve had difficulties trying to get your local servicer scheduled. I passed this along and was able to get a confirmation from our Customer Care department that your servicer is scheduled to come out and look at your spa tomorrow.
Review
#1711185 Review #1711185 is a subjective opinion of poster.
Pros
  • Quality
  • Reputation for quality
Cons
  • Reliability
  • Company is handling a damaged product
Reason of review
Damaged or defective
Preferred solution
Let the company propose a solution
Tags
  • Master Spa Defective
1.0
Details

Purchased a Twilight 67.25 spa on 11/1/19 friday. Was to be delivered on Monday to Wednesday.

Showed up at 3PM Thursday. We got it wired, filled and turned on to only find out that the #1 pump was non operational. Contacted MS customer service, directed to a spa technician in the Boise area only to wait another two weeks for any help. It is now 11/18/19 with nothing scheduled and the spa is full of cold water with a low of 30F and I am told it will be fine.

Don't waste your time on the manufacturer, I have nothing good to say for a very expensive spa that's not doing anything but getting cold!

Trying to be as kind as I can in this poor review. I would like some help.

Master Spas's reply to:

Great disposable spa until warranty is done | Master Spas review

Hi Randy. We’re sorry to hear that you’re experiencing these delays, however it’s up to the dealer to make sure they have the correct parts in stock. The typical turnaround time to receive parts is one week, so if it’s taking longer than that it’s most likely due to delay’s on your dealer’s end. We appreciate the feedback.
Review
#1707340 Review #1707340 is a subjective opinion of poster.
Pros
  • Great therapy
  • Quality
Cons
  • Delivery and customer service
  • Reliability and delivery
  • Support
Reason of review
Order processing issue
Loss
$450
Preferred solution
Let the company propose a solution
Tags
  • Master Spas Twilight 7 2

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
2.1
Details

Master Spas Twilight 7.2 ....Great tub and well insulated for canadian far north winters, however if you need parts you can look at a 4 week wait and if you're fortunate enough that the time of year is right it won't freeze into a block of ice. I can imagine that thats the best thing a company can do for repeat sales.

It was a significant purchase at the time and since the model hasn't changed much I would have expected more onhand parts...especially the yearly maintenance items... uv and ozone that the manual says to change.

Company would not order until the parts were paid in full and waited a week to order. Stuck dealing with Krevco Lifestyles because of that.

Randy Dawson

Manitoba, Canada

Master Spas's reply to:

Master Spas - Hot Tub Installation Review

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.
Review
#1702569 Review #1702569 is a subjective opinion of poster.
Pros
  • Idea of the product
Cons
  • Rude customer service
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!

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
1.0
Details

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.

Master Spas's reply to:

Unbelievable Frustration and Non-communication | Master Spas review

Hi Kodi. Thanks for reaching out, we're sorry to hear that you've been unhappy with your experiences so far. I talked to our Customer Service Supervisor about this situation and he did inform me that he has talked to Aqua Spas and that they have been working to resolve these issues for you. If your swim spa has not already been repaired, it should be soon. Thank you again for the honest feedback, we appreciate it.
Review
#1692645 Review #1692645 is a subjective opinion of poster.
Pros
  • I like the benefits of the infinite current
Cons
  • Quality
  • Lack of service
  • Horrible communication
Reason of review
Bad quality
Loss
$40089
Preferred solution
I have honestly seen the benefits of having this swim spa in my life, but the terrible experience has me wanting someone to just come pick it up and give me my money back. What do you propose we do to fix it?!
1.0
Details
Unbelievable Frustration and Non-communication - Master Spas review
Unbelievable Frustration and Non-communication - Master Spas review
Unbelievable Frustration and Non-communication - Master Spas review
Unbelievable Frustration and Non-communication - Master Spas review

My name is Kodi ****** and in April of 2019 I received a Michael Phelps Master Spas from Aqua Spas. Having been excited to finally receive my swim spa, I was disappointed to discover several issues from the beginning.

I am only posting this out of complete and utter frustration and want to warn everyone about the way I have been made to feel like a nuisance/inconvenience rather than a customer with issues needing resolved.

It should have been red flag that something that required at least a team of two men to deliver ended up with only one. Once our pool/spa had completely filled, I was surprised to discover that one of the jets was detached and floating around on the spa side. It was later explained to me the jets were removable, something that should have been explained during installation. I would like to say that my experience with Aqua Spas and Master Spas has improved since then, but it has only deteriorated further.

After numerous calls regarding missing speakers, to needing the Bluetooth receiver as well as a control panel replaced (many times with the technicians arriving without the proper replacement parts for my particular spa!), it was finally in working order, only for the exterior to start completely falling apart.

Within the first three months, the soft tread padding that was installed on the pool side has started to curl up, and all the panels on the exterior have begun to warp and bow. Because the exterior panels are still warping after being replaced, moisture has managed to get into the interior cabinet, and I believe that that is why the control panel on the hot tub side is currently not working!

I have been informed that Master Spas has repeatedly sent the wrong parts needed to repair my swim spa, which has equated to several weeks--adding up to MONTHS--worth of delays. If that wasn’t enough, the communication breakdown on the part of Aqua Spas has been worse than anything I have ever experienced, and I have Comcast. I was informed after my initial three months was up that I would need to pay for service calls; having had previous experience with the communication issue, I was reluctant to pay, however I did so in order to get the issue resolved quickly.

To the credit of the customer service department, I have not paid for a service call since, being that there has been mistake after mistake on their behalf.

I have been dealing with these issues literally since it’s delivery in April of this year. Today, October 28, 2019, there are at least three panels already bowing out and the control panel for the hot tub has malfunctioned so I can’t even set the filtration cycle to clean it.

To have an item this costly, have this many issues and looking this awful, in our yard, is simply unacceptable. I have had numerous friends and associates inquire about and express interest in a spa pool like ours, however after the experiences to date and the huge number of problems we have had, I could not imagine recommending to anyone that they buy a Master Spa product, Michael Phelps Swim Spa, or anything else, from Aqua Spas.

At this point I feel VERY strongly that the only thing of interest to Aqua Spas was making the sale, and nothing else. Nothing this company has done since has led me to believe that keeping a happy, satisfied customer, who will speak well of your company, continue doing business with you, and recommend your products and services to friends and associates, is anywhere among their priorities.

I’d like to be persuaded that I am wrong.

At this point, however, mere words will do nothing to accomplish this, only actions.

I sent all of the above in an email to the customer service department of Aqua Spas and Master Spas over two weeks ago and received nothing in response, which only further solidifies my low opinion of both. At this point I am so completely fed up that I just want the swim spa removed from my yard and my money refunded.

TLDR: If you want anxiety, a whole lot of headaches and zero communication from anyone in the organization, by all means, give these people your money.

Contact Master Spas Customer Service

Website:
Mailing Address:
6927 Lincoln Parkway
Fort Wayne, IN 46804
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Master Spas Most Helpful Reviews

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Master Spas's reply to:

Very disappointed | Master Spas review

Hi Jason. We’re sorry to hear that you’ve been disappointed with your experience so far. I checked the status of your spa, and it’s finishing production this week and will be shipped out to your dealer early next week for delivery. Thank you for the honest feedback – we appreciate it.
Review
#1687207 Review #1687207 is a subjective opinion of poster.
Cons
  • Poor service
Reason of review
Poor customer service
Loss
$14
Preferred solution
Full refund
Tags
  • Masterspas Cheat
Very disappointed - Master Spas review

We bought a spa at a hot tub blowout show. Afterwards went to the vendors show and changed our mind to get a custom ordered spa.

Told it would take 6-8 weeks. About a week later received phone call from delivery people that they would be there that afternoon. We were unprepared at that point for the spa and asked for a week to have the pad poured. Spa is delivered and it won't even turn on.

Call sland service personnel comes out. He has never seen such a mess. Panel doesn't even belong to master spa. After a week of contacting vendor and factory they assure us one has been ordered and is being made as we speak.

That was a month ago. Cant get a straight answer now.