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
  • Customer service
  • 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
  • Company is handling a damaged product
  • Reliability
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
  • Quality
  • Great therapy
Cons
  • Reliability and delivery
  • Delivery and customer service
  • 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

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
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...
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Review
#1702569 Review #1702569 is a subjective opinion of poster.
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
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...
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Review
#1692645 Review #1692645 is a subjective opinion of poster.
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.

Contact Master Spas Customer Service

Website:
Mailing Address:
6927 Lincoln Parkway
Fort Wayne, IN 46804
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Master Spas's reply to:

1.0
Details
DO NOT BUY FROM MASTER SPAS
DO NOT BUY FROM MASTER SPAS
DO NOT BUY FROM MASTER SPAS
DO NOT BUY FROM MASTER SPAS
DO NOT BUY FROM MASTER SPAS
DO NOT BUY FROM MASTER SPAS
DO NOT BUY FROM MASTER SPAS
Hi Carlos. We’re sorry to hear that you’ve been unhappy with your experience so far. While we understand your frustration, we also know that two of your complaints (rusting components & the deteriorating sticker) are typically only seen when there is some sort of...
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Review
#1686344 Review #1686344 is a subjective opinion of poster.
Tags
  • defective products
  • Master Spas Sucks
  • Master Spas Fraud
  • Masterspas Quality