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What Their Customers Are Saying
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Great tub!
Best Hot Tub Experience!!
We love our hot tub!
Master Spas's reply to: Master Spas - Customer service
Customer service
Our spa was delivered 3rd quarter of 2020. Today May 30, 2023 we just got our acrylic repaired that was damaged by the delivers of the Master Spa.
It took several calls and texts over the years to get them to follow through. I have asked several times for a benefit in response to the inconvenience and it gets ignored every time by the local reps.
Also we asked what would be needed to placed under the spa and bought a prefabricated mat that was recommended.
Well after the spa was delivered and filled with water, the water levels were uneven. So we had to get someone to level the gravel under the mat which we asked about and no one told us until after the spa was set up.
For such a costly investment better customer service would be beneficial.
I just tried to call customer service as was recommended by the acrylic repair guy today and no answer.
Thanks for reading.
Preferred solution: Free filters, apology, better service
User's recommendation: Check the customer service options in your area before purchasing.

Cliff was great! So helpful and patient.
User's recommendation: Master Spa is the best
Master Spas's reply to: Swimspa cover Trainer 15D
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.
Verified ReviewerSwimspa cover Trainer 15D
Hi! My cover is falling apart after under 2 years.
Is there any warranty? Completely waterlogged and ripped at the seams.
Preferred solution: Replacement Cover

Master Spas's reply to: Master Spas - MASTER SPA IS NOT ACCOUNTIBLE OR TRANSPARENT WITH THEIR CUSTOMERS
MASTER SPA IS NOT ACCOUNTIBLE OR TRANSPARENT WITH THEIR CUSTOMERS
Mr. Cliff Louthan and Master Spa: We purchased a brand new Bar Harbor SE Spa on 8/13/22 from Master Spa.
Today is November 10, 2022. We could not use the spa because it was leaking. We have been filling the hot tub every time it drains out, and didn't know why. Several of the knobs kept falling off.
Mr. Erickson walked me through several issues we had with the spa early on. To answer your question, NO! we do not want Cascade Spa to repair the leaking spa.
We are consumers and we paid for a brand new Bar Harbor SE Spa. Therefore, it is only fair that Master Spa sends us a brand new Bar Harbor SE Spa, or we request a refund. We lost faith in Master Spa and the spa that was purchased in the Expo Showroom. We paid Master Spa full price for the demo.
$9454.69.
We have been advocating for Master Spas to be professional, accountable, and transparent. It's going on 90 days, and you want us to wait until someone orders the part and then come out and replace the defective part on a brand new Bar Harbor SE Spa.
No, it is not acceptable for you to repair the defective part. You have two choices give us our money back, or send us a brand new Bar Harbor SE Spa, and replace the malfunctioned spa. As you can see in this email, we're under great duress from investing our money into a big-ticket item that is defective.
We are angry. cc: Consumer Financial Protection Bureau
Preferred solution: Full refund
User's recommendation: BECAREFUL BEFORE YOU PURCHASE MASTER SPA
Master Spas's reply to: P:oor Customer Service
P:oor Customer Service
I find it remarkable that for a nation-wide company that there is no way a consumer can reach anyone to discuss problems with their unit. Today for instance, I have tried the corporate office number and a customer service number 6 times -- not only has no one answered, but at the customer service number, the call is terminated while allegedly being "transferred!" Unfortunately, I must rate the customer service as lacking!!
Preferred solution: Service technicians who can be contacted and work with my issues!
User's recommendation: Think teice berfore buying and make sure that you have a good, working contact number for service!!
Master Spas's reply to: Resolved: New swim spa’s heater broken & not fixed for 2 months
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.
Verified ReviewerResolved: New swim spa’s heater broken & not fixed for 2 months
Issue was fixed today! Thank you.
We took delivery of a Challenger 18D swim spa in mid-late Feb 2022. In mid-late Sept 2022 the heater broke (2 months ago).
Its still not fixed despite several attempts by Master Spas tech support.
Water temp now in the 70s & air temps are freezing. We live in Indiana.
Preferred solution: I would like our swim spa repaired asap before the water freezes. It’s been out of commission for 2 months.
User's recommendation: Spotty, worrying warranty service.
Master Spas's reply to: Master Spas - Ozone question
Thank you for reaching out to us. You should be receiving an email shortly to assist you better.
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 |