Welcome to MasterSpas Opinions

Bad customer service. Important part that is basically a $10 piece of plastic and they denied warrant service saying customer kicked part.

Meanwhile this is a part that is near your feet when you sit in the spa. After much difficulty master spas agreed to pay 1/3 of the repair, the retailer 1/3 and I paid 1/3. Ok so that wasnt great, but resolved. My issue now besides the heater repairs and pump repairs is the Topsider, the touch screen control panel.

It is now broken for the 4th time in 7 years. You cant run the spa without it. Master spas themselves in a phone call told me chlorine gas can damage it if the cover is on a lot. Hello, its a spa relying on chlorine to sanitize it.

The cover has to be on when not in use. The old models use to have a manual way to run the spa if the digital control fails. Not this one.

Id avoid this company altogethe. Ive spent thousands on repairs over the last few years.

Im looking for a new skimmer for this spa. Mine is currently cracked. It is leaking and I need to replace it.

Christian the service tech came to our home and was very knowledgeable and professional., he was able to fix our light issue in less than 30 minutes and gave my wife tips on spa care. He is a definite good representative of the company. I would recommend he trains others on how services are demonstrated.

My wife and I just moved into a new home. We are redoing the outdoor living space.

We are looking to purchase a hottub right away. I inquired about a hottub online and a salesperson reached out. I was impressed with the presentation over the phone and had one concern, the availability of service at our location. We live on the Wa coast an hour and a half from a major city.

I called back our salesperson and told him we were looking to buy right away and all I wanted was to speak to someone about servicing after the sale. He told me he would reach back out today with an answer. He never followed back up.I can only imagine if I had a service issue after a purchase. It is Friday, we are going to buy a hottub this weekend as our project requires it be done now.

Thought we were almost there with the purchase. Oh well I guess we are shopping this weekend...

I just need to talk to someone that could help me I have a boll that need to be paid so I need my card unlocked so I can pay it

I purchased my Twilight 7.25 about 3 years ago and have replaced the main control board, the O3 unit and line, and now the secondary pump. I have also had problems with the skirt and cover. Nobody wants to help me resolve these issues so I would recommend buying another brand

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.

Hi! My cover is falling apart after under 2 years.

Is there any warranty? Completely waterlogged and ripped at the seams.

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

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!!

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.

I have a 2020 TS 8.25 - 2 year old tub this month. Problem started with water running from bottom of tub.

I investigated saw that tube to ozone generator came off (cable tie broke). I read maintenance should be to replace tube and check valve which I did. Next issue no bubbles and ozone generator light stays green. I removed tube from ozone injector cleaned out, bubbles came back.

Next issue no bubbles, I found tube is full of water, I manually drained works again. Next issue no bubbles line full of water new check valve broke water inside unit no more green light. Questions- is my tub on continuous circulation cycle, is thus default setting or can I turn this on/off? I thought problem could be at injector (o-ring possibly) but now I believe the tube only fills when circulation pump stops running and water travels down tube to check valve; I assume the ozone generator has enough force to blow water in tube back into tub.

I do not want to replace for fear problem elsewhere or a repeat of what’s going on. My dealer charges $150 or whatever it for s trip charge and I am confident I can replace, I just don’t understand how this is supposed to work from owners manual. You recommend dealer perform this maintenance; changing a check valve and tube is not worth that cost. Should my circulation run continuously, should water flow down tube when pump goes off, does the ozone generator lose power over time (it failed before 2 years if yes) to push that water out of tube back into tub.

Appreciate any information you have thanks.

Next issue our control panel is yellowing near the pump buttons and I believe starting to affect the contact, is this covered under warranty? I can send image

I have joined the Master Spas Owners Facebook Group. Although I have found some helpful information, as of recent Im finding it more intimidating to post or present any questions to the group.

Your current Moderator, Michael Lahay seems to be very put out by the task of moderating a social media group. I think he might be technologically challenged which is likely making him stressed out by an off shoot of his actual position. Complaining to the public that hes getting messages at 3:00 am, complaining that there are repeated questions in the group thread and today taking a tone with a customer asking did you even search the group before asking this question? Does this guy not know how to silence his phone or at the very least Facebook messenger?

Does he not understand that people do ask questions when things happen ie; at 5:00 or 6:00 am eastern time during a morning workout when he might be on a later time zone assuming that the response will not come instantaneously? The customer isnt always right but the tone hes taken repeatedly is less than welcoming and warm. It is definitely not the face of Master Spas that our family has come to know over the years of watching videos and doing research before we made our purchase.

Perhaps you could find a co-moderator to assist Michael in this endeavor. Someone with a friendly and less demeaning online presence.

Maybe he just needs some coaching, watch a few Master Spas YouTube Videos to get a feel for how the company presents itself.

I would like to remain anonymous because I dont want to be singled out of the group or removed. I do find value in the group, just not always the moderators delivery.