What Their Customers Are Saying ?

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Master Spas - Completely satisfied!

Master Spas
I have owned several spas over the years including the Hot Springs and Dimension One brands. Decided to try a Master Spas Twilight 7.25 and after having it for the past 3 weeks I thought I would share my thoughts. This is a quality spa, impressed with construction once I removed the exterior panel. All connections secure, no manufacturing debris, hooked it up and it ran flawlessly from the start. Very powerful pumps, jets are superb and easy to... Read more

Master Spas - Fabulous

Master Spas
Thank You Master Spas! Your customer service and kindness needs recognition. Since I have had my swim spa, you have gone above and beyond with helping me maintain and doing the right thing by covering what is needed under warranty without hesitation. You have come from Fort Wayne to Dayton everytime. Everyone from sales to technicians to delivery has been outstanding. I have the spa for my lower back which my doctor had written for since I use... Read more

Master Spas - Highly recommend a Master Spa

Master Spas
We have owned our Master Spa for 14 years! 14 years of enjoyment and carefree maintenance, It was a great spa.Our Master Spa has had a lot of use over the 14 years. When we first bought the spa, our children were teenagers. Our son played high school football and college football. There were many times that we would come home to find my son and several of his football player friends and their girlfriends in the hot tub. It was nice seeing them... Read more

Master Spas - Not sure. No Swim spa yet?!?!?

1.3
Details
Swim spa is 1 month overdue and 3 different explanations from 3 different reps. One said it is in production . Another said it is not but not sure why but would get back to us. Not. The other said a control panel is not yet delivered from a third party. No one can give an ETA and in the meantime my yard is tore up and needs to be repaired once this thing Or another companys unit arrives. Lawyer looking at the contract now.
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1 comment
Anonymous
 #1906433

I’ve been waiting sense May 17,2020 I can’t get the company to call me back?? I’m not sure if the just ran off with my $3200.00 deposit or what???

Reply
0 0
ID
#2091825 Review #2091825 is a subjective opinion of poster.
Location
Waukesha, Wisconsin
Preferred solution
Deliver product or service ordered

Master Spas - Bad Customer service

Ordered Spa 10 weeks ago.on May 16 /2020 and its July 30 th. we were told August 12 th for production no clue on delivery. if we could cancel the Order and go somewhere else we would and thats a shame because we really liked the features of this Spa and it is not the cheap one

User's recommendation: put a delivery clause in Contract.

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ID
#2088860 Review #2088860 is a subjective opinion of poster.
Preferred solution
Deliver product or service ordered

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

Master Spas - Very poor customer service

1.6
Details
Spa was damaged by delivery people/master spa had an excuse to not be liable. steps to get into spa on back order/Master spa wasn't even going to tell me, or give a tracking number.

User's recommendation: check all reviews, not just the ones master spa lets you see.

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#2073732 Review #2073732 is a subjective opinion of poster.
Preferred solution
Deliver product or service ordered

3.1
Details

Update by user Jul 22

Free repair.

Update by user Jul 22

This issue is now resolved. They finally got back to me and simply gave me the number of a local guy, but left up all of the coordination to me. The extent of Master Spas involvement in getting this brand new tub back up and running was to utter out a phone number and...

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Resolved
ID
#2004199 Review #2004199 is a subjective opinion of poster.
Location
Kuna, Idaho
Pros
  • American made
  • Great therapy
  • Tubs are very nice
Cons
  • Post sale customer support is terrible
  • Salesman didnt respond to my multiple calls
  • Ms threw a repair guys number at me and expected me to handle it
Preferred solution
Deliver product or service ordered

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

2.6
Details
My wife and I went to master spa on Wednesday 06/15/2020. Salesman was very helpful but didn't go over the contract with us, letting us know all sales were final. We paid with our debit card in full. This was done at 3pm. We decided to cancel, so the next day...
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ID
#1994486 Review #1994486 is a subjective opinion of poster.
Loss
$5500
Preferred solution
Full refund

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

Master Spas - Warning - Check Independant Sources First!

1.7
Details
Master Spas - Warning - Check Independant Sources First!
Master Spas - Warning - Check Independant Sources First!
Master Spas - Warning - Check Independant Sources First!
Master Spas - Warning - Check Independant Sources First!
Master Spas - Warning - Check Independant Sources First!
Master Spas - Warning - Check Independant Sources First!
I have a new H2X 15 Trainer, paid $35,000. Before you purchase any Master Spa model call local spa repair companies. These are the guys at the post purchase end! You will avoid what so many have, extremely poor warranty and customer service care. This company is about volume and profit. I have never filed a complaint or been to court in my 62 years, MS is my first! Dont believe me, do your own Independant research. Dont be fooled by A+ BBB rating and online customer care testimonies, this company is out for itself! Extremely disenchanted.....
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ID
#1961796 Review #1961796 is a subjective opinion of poster.
Product
Master Spas Warranty
Loss
$50000
Preferred solution
Repairs

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
Master Spas's reply to:

1.8
Details
We're very sorry to hear that you've had issues getting in contact with someone to service your spa. After talking to our Customer Service Supervisor, we have been informed that Joe has been out to service your spa and that it is now repaired. Thank you for...
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ID
#1951873 Review #1951873 is a subjective opinion of poster.
Location
Indianapolis, Indiana

2.0
Details
I have owned the Master Spa HL7 for 7 months and have spoken to the shop which I purchased it from, Master Spas and just had another shop tech come out to fix my issue. The issue for our spa is that it does not hold temperature with the cover off. We have NEVER seen...
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ID
#1907762 Review #1907762 is a subjective opinion of poster.
Location
Aboite, Indiana
Cons
  • Customer service
Preferred solution
Deliver product or service ordered

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
Master Spas's reply to:

1.3
Details
Hi Nick. Thanks for reaching out about this. I believe our Customer Service supervisor has reached out to both you and the servicer at this point to discuss getting this issue resolved. Typically, you shouldn’t have to replace a breaker because it tripped a couple...
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ID
#1891617 Review #1891617 is a subjective opinion of poster.

Contact Master Spas Customer Service

Website:
Mailing Address:
6927 Lincoln Parkway
Fort Wayne, Indiana 46804
United States
Phone:
(800) 860-7727
Contact Master Spas Customer Service

Master Spas Products and Services Reviews

Product or Service Reviews
Warranty  1.0 1
Customer Care  3.8 18
Michael Phelps Legend Series Lsx 800 Hot Tub  2
Hot Tub  3.4 82
Hot Tub Installation  1.4 5

Latest Question

What is standard delivery?

Does that mean they deliver and install. All we have to do is have the electrician set up the right power source.

Master Spas Questions
Master Spas's reply to:

Master Spas - Terrible product. Tub and cover failing after less then 2 years

Hi Nicole! It looks like our Customer Service team has already been in contact with your regarding this situation, but we did not install, nor did we manufacture the cover lift. If you’re having issues with your cover lift, you would need to reach out to your retailer or the manufacturer of the cover lift. As for the fading pillows and diverters, that reaction is likely due to improper maintenance per the owner’s manual.
author's review
ID
#1877630 Review #1877630 is a subjective opinion of poster.
Loss
$8800
Preferred solution
Replace my entire unit
1.0
Details
Master Spas - Terrible product. Tub and cover failing after less then 2 years
Master Spas - Terrible product. Tub and cover failing after less then 2 years
Master Spas - Terrible product. Tub and cover failing after less then 2 years

Update by user May 19

Honestly, this not resolved....well to Master Spa it is, but it is NOT resolved and I would like a replacement of the tub entirely except for the actual lift for its entire failure that they are blaming us for.NOT a good company that seems to blame others with tons of excuses for the failure of their products.

Original review posted by user Apr 18

Everything in the tub is deteriorating Including cover. Have complained and also sent pictures.

They are blaming the gases of the chlorine. This is a joke.

Tub cover and lift installed improperly resulting in damage. Cover also freezes due to lift which damaged cover

A 9000.00 mistake we should never have purchased

I want the entire tub and cover replaced

User's recommendation: DO NOT PURCHASE.

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Master Spas's reply to:

Master Spas - Broken parts in hot tub

Hi Evan! Thanks for reaching out about this. Our customer service team has sent you some extra diverter caps.
author's review
ID
#1877495 Review #1877495 is a subjective opinion of poster.
Preferred solution
Deliver product or service ordered
Master Spas - Broken parts in hot tub
Master Spas - Broken parts in hot tub

One of the 2 main valves (Large circular handle) for the jets broke off, this has already happened with the other one and a replacement was sent. I need another replacement part as soon as possible, please send or call me. Also since these keep breaking it would be good to have a few extra for the next time this happens again.

845-323-1826

727 Foxdale Avenue

Winnetka, IL 60093

Thanks

Evan

User's recommendation: Stock up on the large circular jet valves handles, because they break off frequently / easily.

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Master Spas's reply to:

Master Spas - Want to talk to corporate about an independent distributer

Hi Rosalie. We’ve talked to Mr. Kerns and it sounds like he has followed up with you. We also apologize for our ads not being clear enough, we’ve talked to the company that had placed the ads about making sure they are clear and specific regarding the event being by appointment only. Thank you for sharing your concerns.
author's review
ID
#1844768 Review #1844768 is a subjective opinion of poster.
Service
Master Spas Customer Care

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

Shawn K***. Posted a event for 27-31 in Conroe,TEXAS@ 500 SE LOOP 336 .

WAS VERY DIFFICULT TO FIND, NO COMPANY SIGNS OR ANYTHING ADVERTISEMENTS OF EVENT. NOTHING STATED IT WAS BY APPOINTMENT. I REALIZE THAT CORPORATE HEADQUARTERS IS NOT RESPONSIBLE FIR INDEPENDENT DISTRIBUTORS. I DOWNLOADED COUPON AND AM INTETEDTED IN A SWIM SPA.

FLIER STATED HUGH DISCOUNTS. THANK YOU FOR YOUR TIME

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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
Master Spas's reply to:

1.0
Details
Hi Tamara. Thanks for your feedback. After receiving this review our Customer Service Supervisor, Justin, reached out to both you and your dealer. As I’m sure he mentioned, your spa was finished here at the factory on 2/24 and should be delivered within a few days....
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Resolved
ID
#1813155 Review #1813155 is a subjective opinion of poster.
Location
Aboite, Indiana
Product
Master Spas Michael Phelps Legend Series Lsx 800 Hot Tub
Master Spas's reply to:

Master Spas - I got screwed

Thank you for sharing your experience. We want everyone who purchases a hot tub from Master Spas to have an experience that is as relaxing as soaking in a spa. Our customer service team has been in contact with you and visited your home to check on your hot tub. It might be helpful to check out our YouTube channel, where you can find how to videos and quick tips that make it easier to maintain and enjoy your hot tub. The owner’s manual is also a great reference for troubleshooting any operation issues. You can always find your manual under the resources tab at MasterSpas.com.
author's review
ID
#1794369 Review #1794369 is a subjective opinion of poster.
Loss
$3150
Preferred solution
Full refund
1.0
Details

I've had my 7.2 twilight for almost a year, the touch pad got water in it, and I always had pobkems with the pump not shutting off, now I found it has not been filtering since I got it, no wonder I've draining it every 3 or 4 weeks. Supposedly there coming to replace another part next week.

But I've had to fight with them over these for weeks. Take my advise, don't buy a master spa, if you want one I'll sell you mine, cheap....

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Master Spas's reply to:

Master Spas - Love the tub but not happy with cover and siding

Thank you for reaching out to us, William! As you know, our corporate customer care team has reached out to your dealer and they are currently working to get the siding and lifter bracket issue resolved for you. They’ll also be looking at your cover to determine what the issue is, as it sounds from the description you emailed us that it may be a chemical issue. Thank you for your patience as we work to resolve this for you.
author's review
ID
#1774736 Review #1774736 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Pros
  • Great hot tub
Cons
  • Cover weak and siding does not fit anymore
Reason of review
Bad quality
Loss
$500
Preferred solution
Let the company propose a solution

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

This will be my 3rd cover in 2.5 years they keep deteriorating from the inside and the siding is coming apart at the corners also where the cover lift is siding and support are cracked due to installers missed studs that lift was screwed to. Bill Bjorke 651-368-2264 or billbjorke@yahoo.com

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