Welcome to Master Spas Opinions

I ordered a swim spa on May 18th of 2020 from a dealer and was told to expect delivery in a few weeks. It is October and no spa in sight.

I cannot get any information about when I might expect anything from them other than there is no option for a refund. No information at all from Master Spas or the dealer.

In the mean time they market new spas aggressively. They are holding $15000.00

The Michael Phelps Momentum Deep is Awesome! A bit frustrated with the Covid delay but obviously not their fault.

Excellent local support, factory customer support and delivery.

It has been a huge increase in quality of life. Use it every day!

I owned a Sundance spa and after 20 years it started having parts problems and I couldnt replace the old wooden shell, so I went to a spa show in Houston and purchased a master spa at over $8000 . I shouldve done my homework.

We rarely use the spa because your filter system is just to small and inadequate. If I dont check the chemicals or spa clarity on an at least every other day basis your filter system just doesnt keep up inspite of the fact no one is in the tub. The chemicals will be right on the money but the water will be cloudy or recently a green tinge. I have the chemicals professionally checked and its not the chemistry.

Its the filter system. Your filter is 1/4 the size of the filter that was in my Sundance that I only had to maintain on a weekly basis. Ive had to drain and refill this spa so often just so we can have clear water that my water bill is astronomical. For some reason when you get in the spa when the wTer might be clear and all chemistry is spot on , when you turn keys in the water gets so milky that you cant see your hands or feet in the water.

Your product is really substandard and if I hadnt paid so much for it Id junk it.

My Sundance was a superior product to this . Your salesman told me that due to your great technology the filters didnt need to be as large. Bologna. I now spend hours maintaining or trying to maintain water clarity and hundreds in water.

Your spa also doesnt allow me to set my own filter times , so I have to sit out there for hours turning the jets on until chemistry gets right or so filters can work linger to clear the water.

Plz dont tell me Im not using chemicals properly because even the pros Ive had out tell me chemicals are good but unit just not filtering well.

If I ever get rid of this hunk of junk Ill be sure to go back to Sundance.

Oh and when I bought this I was promised a 3 year extended warranty buy have never received my paperwork showing I have it . Ive requested it over and over from your store in Conroe Texas.

We purchased our spa in May, did get it delivered in July but we didn't get the step that came with it. We have called numerous time and the first few, they didn't even ask our name or anything and just said it would be here in two weeks.

Still nothing. Last time we called the person we spoke with was very RUDE. The spa is okay, our water feature, even on full pressure, 1/2 works and 1/2 drizzles out and the corner piece of the spa won't stay on either.

But knowing what their customer service is like, I won't even bother with that. My

Place the order for 19D on June 6th. Was given +/-12 weeks for the delivery , which should of been at he end of August.

Been calling Master Spa every week and every week they kept pushing the delivery by several weeks. Called them this morning and the new date is 12-1.

From 12 weeks is becoming 24. Customer service has no access to the scheduling so they have no idea when it will be made.

On the mean time the other model: 15d, which is very similar is being made on the regular basis. Im sure the response will be that the COV ID ids the reason, but Im not buying this excuse.

Ilia Charlat

Bedford , NH

Here is what I have to say. This little spa pool will cost you WAAAY more $$$$ than you think!

Just a quick aside, our spa was due in September and is being delivered October 15 but who cares about that compared to the extra money we need to shell out. Talk about making that look insignificant.

Whatever we paid for this spa pool, I now think we could have had a real in the ground pool built for less. $2,000 to prep the area for the pool (I get that), $5,000 for the electric (I wasn't prepared for that) for the pool and looking at $2,400 for the crane service plus maybe another $3,000 and permits to close down the street to have the crane brought it (WOW. I had no idea) So another $12,400 on top of everything.

The instructions for installation came to us two weeks before delivery. Who waits 2 weeks before delivery to do electric and prepare the foundation for the pool? Really?

My advice to Master Spa and anyone who wants further business is provide approximate estimates (electric, crane, install) UPFRONT, at time of sale and installation instructions day of or day after sale. This is just gross behavior

and leaves a bad taste for the buyer.

Paid $8400 to Hot Tubs Inc on 6/6/2020 for a MasterSpa Swim Spa to be delivered in 12 weeks. Not only have I never spoken to the Sales Rep but Im told it was never put into production - all via email.

Have had to reach out for answers and none received. Called Indiana Customer Service with the order number and they cannot give me a reason for the delay - cmon u dont know whats happening in ur factory - nor can they give me a delivery date. I was directed back to our Sales person that never answers her phone and has now stopped replying to email!!! Meanwhile, a concrete slab has been built and electrical installed.

Worst, I need to tell my 9 yr old that she wont be swimming this late summer. Completely unprofessional organizations here; should have gone with Endless Spa as was recommended.

Went to home show in Everett wash. Was impressed by the knowledge of salesman.

Wife and I picked a hot tub paid 9,000 in full was told we would be contacted in 4 to 6 weeks. To schedule delivery that was 4th of July. We called the number provided for shipping person Dave and without even asking who I was, I was given every excuse as they didnt know anything where my tub was if it was started being built. Was told their factory were not taking calls from their own company?????.

Thousands of places to buy a hot tub.

Why put up with this poor customer service. Buyer beware stay away from master spa!!!!

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.

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

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.

As if that wasn't disappointing enough, my experience in getting someone to fix it has been terrible. They don't have support on the weekend, so I left them and my sales rep messages.

I told the sales rep (Perry) I expect him to facilitate the repair. His voicemail back to me was "Hi this is Perry returning your call (click)" What I expected was "there will be a tech out to your house Monday first thing". I got an email from Master Spa customer support this morning telling me to call some place, probably their locally contracted support? I don't know.

I called them and got a voice mail, so we will see what happened. I emailed them back telling them that I expect all billing to be handled by them. My hopes are low, however, at this point. I'll probably get stuck with the bill.

Nothing like spending $11.7K on a tub for it to break down after 4 times of using it. The lemon taste in my mouth is so strong right now

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 06/16/2020 I called right when they opened to cancel. Spoke with the manager Dallas I told him we would like to cancel he told me if I cancel I lose all my $5500.00 dollars cause all sales were final.

I told him we were never informed of this. He call me ignorant. So I had to call my bank to these charges reversed. Hopefully they will.

I called the head quarter's there suppose to call me back. My recommendation is not to go to Master Spa in St Louis Park Mn very very poor customer service experience.

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.....

I have had this spa for 2-1/2 years. The delivery and set-up was great.

However, I recently experienced a problem and called the technician, Joe, in Indianapolis who came out and diagnosed the problem as a blown circuit board. He said he'd be back the following week to replace it. He never called, so I texted him later that week, and he said that he had the board but his truck was broken, and he didn't know when it would be fixed. SO, I called Chris, the sales person who sold me the spa, and left a VM explaining the problem.

He never responded. SO, I called the Corporate office in Fort Wayne, IN and spoke to Customer Service who insured me that they would contact Joe the Technician..... Never heard anything back, SO I sent ANOTHER text to Joe the Technician just wanting to know a date/time that he would be available to fix my hot tub. STILL NO RESPONSE.

I am livid. I spent over $5K for this spa only 2-1/2 years ago and I get no response for a damn repair.