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Resolved
Master Spas's reply to:

Resolved: Call fisconnected | Master Spas review from Washington, Indiana

Hi Sheri! We’re happy to hear that this has been resolved. Thank you for the feedback.
Review
#1617828 Review #1617828 is a subjective opinion of poster.
Cons
  • Responsiveness
Reason of review
Return, Exchange or Cancellation Policy
Loss
$1500
Preferred solution
Full refund
4.2
Details

Update by user Aug 16, 2019

Master spas upper management was finally notified to contact me and negotiate an agreement .. all parties satisfied with outcome ...thank you

Update by user Aug 16, 2019

I am very happy to report after some persistence, Master Spas was able to have someone in the company who could help contact me to resolve the issue Thank you very much .. very satisfied

Original review posted by user Aug 09, 2019

Trying to get answers for large sum of money we put down for a spa but ended up with different product .. needed for severely disabled child with physical imitations for therapy

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

Another Amazing Hot Tub! | Master Spas review

4.4
Details
This is my second experience with a Master Spas hot tub and as I figured, it was amazing. I had one growing up and it was always reliable and fun to use, especially in the winter. This model is almost identical and has been easy to maintain and a joy to use. I always recommend Master Spas and will continue to do so! - Michael Gatzke
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Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

Review
#1529378 Review #1529378 is a subjective opinion of poster.
Reason of review
Good quality

I like my new Master tub a lot more | Master Spas review

4.3
Details
I needed a tub that's a little bit smaller and for a single person. I saw Master Spas Healthy Living at a hot tub show in Wallingford and it looked beautiful. It was the only tub there at the show and at that time, I liked it and decided to commit to it. I liked the design of the shell as well as the way they explained to me some technology in it. It seemed like it was right for me. It has 2 seats, a lounge, and jets in all the lounge and seats. I had a no-name brand tub that a guy made in his warehouse and while I like that as well, I like my new Master tub a lot more. The quality of the Master tub is excellent too. I’m using it for enjoyment where I have a drink at night and gaze at the stars. I love it. Also, I made a couple of phone calls with the Master Spas staff and everybody was great and answered my questions. So, I am happy with everything. David Sharron
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Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

Review
#1464627 Review #1464627 is a subjective opinion of poster.
Reason of review
Good quality
Master Spas's reply to:

From the start It was a disappointment, unill I called in and spoke with Dallas Erickson. | Master Spas review

Hi Jeff. Thank you so much for providing your feedback. While we’re incredibly sorry to hear that your spa, as well as the service you received, didn’t initially meet the standards that we promise - we are happy and relieved to know that Mr. Erickson was able to help get things resolved. We hope that you will be enjoying your spa for many years to come. Again, thank you so much for the feedback! We greatly appreciate it.
Review
#1446501 Review #1446501 is a subjective opinion of poster.
Reason of review
Dallas Erickson Customer relations manager
4.4
Details

I purchased a hot from a hot tub expo in my area.

The Sales guy did had my address wrong on one of the 2 pieces of paper.

Not sure had that happened since he was coping from my drivers lic.

I was told to expect deliver 7 to 10 business days. I got a call the very next day saying the new hot tub would be delivered tomorrow. I wasnt ready to receive the new hot tub. So they guy said he would deliver it on Friday of that same week.

I got a call from the delivery guy saying they would be to my house between 1000 AM and Noon.

I never heard from any one again. No Show no call.

I called the hot tub place, and spoke to someone who said they would look into it and get back to me. Again No call back.

I got a call from the delivery guy on Sunday afternoon, asking when he could deliver my hot tub. I said how about this last Friday, since no one showed up like they were suppose. We settled on him showing up on Tuesday of the coming week.

Next, I was told there would be a $250 charge to pick up my old hot tub. Even though the commercial said free pickup and removal of old hut with purchase of new hot tub.

The guy showed up to remove the old tub, said he couldn't do that. and he had to drop off the new hot tub. I have no place to put the new hot tub because the old was still in its place.

After the tub was placed in my back yard. The delivery guys left.

I did not get a chem kit, the tub looked used, a corner was damaged, and knocked off the tub itself.

The filters were dirty and nasty.

I called into the number given to me, and reached a person name Dallas Erickson. I gave him a full update as to what has going on and happened. I told him I was extremly upset and not satified.

Dallas, was very professional, he listen with empathy, and did not apology, he was understanding and asked me to send him pics of the issues. He told me what he was going to do to fix and regain my trust in his company.

He has been good to his word.

- He sent me a chem kit. like he said he would.

- he sent me 3 new filters.

- has ordered the replacement corner to replace the scratched corner.

- has got my old hot removed and I didn't get charged from the delivery guys like they said I should have.

- Dallas has followed up and even has made sure I have a way to contact him if he is not in the office.

He is going above and beyond to make sure I'm a satisfied customer.

I ahve a son who is pending a new delivery of a hot tub from this company as well. !st sign of trouble I will be giving Dallas's number to him to make sure he doesn't go through what I've been through.

Dallas has re-earned my trust in this company and product. If it weren't for Dallas I would have written the worst review that has ever been written. I just can't now, due to the customer service I've received from Dallas.

Thank you sir for all you have said you would do for me and my family on the new hot tub, and taking such great care to earn our trust back with this company.

So far excellent service | Master Spas review from Toronto, Ontario

4.4
Details
I purchased a unit over a year ago and had to delay bringing it home. No worries, they held on to it for me and then actually found a buyer which allowed me to purchase another model - the HL-7 - which I was more interested in. In preparing my walk-out for the spa, they provided pictures and advice on where to bring the power to and also recommended additional supply purchases for the spa so that I did not have to keep coming back every few month. Overall service (phone and email) has been prompt - Alfred leading the way. I will take possession of the new unit in mid-October and will update my review at the end of December 2018.
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Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

Review
#1366524 Review #1366524 is a subjective opinion of poster.
Reason of review
Good customer service

Tripping ground fault | Master Spas review from Waukesha, Wisconsin

3.8
Details
I had my Hot tub delievered just before Thanksgiving 2017 and within 3 months It all of a sudden was tripping my ground fault. I drained it and called customer support and talked to Corrine. She told me she would call a tech immediately as it was better to have it not drained. It holds temp for about 3 days. I was concerned about the freeze damage as it was only 10 deg F here. Dillion The tech came out immediately and found the heater was bad. Replaced it and all was good. Very pleased with the Service of Master Spas of Waukeesha WI.
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Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

Review
#1183359 Review #1183359 is a subjective opinion of poster.
Reason of review
Good customer service
4.0
Details
We really love our spa and use it regularly, except during the summer. We bought our spa at a showing at Fresno Savemart Center. They were very nice and delivery was unremarkable. We only have one problem. I think that they did not set our spa for California weather....
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Review
#1076057 Review #1076057 is a subjective opinion of poster.
Reason of review
Good quality
Tags
  • 8 2 Twilight Series Master Spa

Great communication and accommodated my schedule | Master Spas review

4.1
Details
Master Pool & Spa guys have been great, I had a challenging order both in terms of having to fit in a tight space and schedule due to my active home construction. I had many questions and they helped me through the entire process, even going over measures of the spa before I saw it in person at their San Diego spa show. I previously had another spa brand and selected Master Spa specifically to replace a spa I was having large issues with; leaks, electrical issues, sound system failure. I have owned this spa a year now and have not had any issues. Over that year of ownership, if I needed anything they were ready to help, even a year after my purchase (I needed replacement keys and had questions about Wifi module). Oh and their delivery contractor they partner with in CA is absolutely fantastic, again very capable of fitting the spa in a tight spot and he was properly equipped for the delivery job. Night and day difference with the other spa company.
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Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

Review
#978120 Review #978120 is a subjective opinion of poster.
Pros
  • Hot tub itself
  • Customer service
  • Delivery crew
Reason of review
Good customer service
Master Spas's reply to:

Master Spas - Review in Plumbing fixtures category from Ferndale, Washington

Thanks for sharing your good experience with your Master Spas Twilight Series Spa. Keep enjoying and if you ever need anything please let us know at 800-860-7727.
Review
#730972 Review #730972 is a subjective opinion of poster.
Reason of review
Good quality
4.3
Details

18 months ago we purchased a Twilight Series Master Spa - before we read all the negative reviews. So, I was nervous.

But we've only experienced great things! Delivered on time by friendly, knowledgeable people. The spa works great and is used almost daily. Our 5 grandchildren use it weekly and stay in for 1-2 hours (we lower the temp, of course).

All the jets are powerful and working well. We live on an island and were warned that if we had a problem, no one would return our calls. In the first week I had a problem, it turns out I hadn't read the manual correctly, and I left messages with two people.

Both returned my calls that day. So, we are completely happy with our experience with Master Spa.

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

Company lacks in customer service | Master Spas review from Trenton, New Jersey

We're glad to hear you've been enjoying your H2X Swim Spa this summer. It really is a great way to exercise and help in maintaining a healthy lifestyle while never having to leave your backyard!
We were disappointed to hear that you weren't receiving the support you needed from the local service company but I've been informed that we've already sent a factory service person to visit with you and everything is taken care of.
Master Spas goal is to have happy customers whether they are 100 miles or 2,000 miles away and we're glad that you're one of them. Thanks for reaching out to us and keep enjoying your H2X Swim Spa!
If you ever need anything, please feel free to contact us either at 800-860-7727 or customer care@masterspas.com.
Review
#691097 Review #691097 is a subjective opinion of poster.
Pros
  • What they sold me
Cons
  • Customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
3.7
Details

IN general we are happy with our H2X swim spa, it has been a great way to exercise and enjoy the summer. However, customer service is sorely lacking.

We recommend that you do not buy directly from manufacturer because you will not receive much help after the sale. Their "customer service" agent advises to call a local retail service provider (not naming who) The local retail provider says they can't service us because we did not buy the spa from them. We called another company name that the customer service agent provided to us and that company laughed and said they really can't drive 2 hours one way for the work.

We are stuck without help, and MasterSpa really doesn't care because they have our $23,000. Lesson learned, don't buy direct!