Master Spas's reply to:

Extremely lousy customer service

Hi Joe. We talked to your dealer and they confirmed that you purchased an “as-is” floor model from them and later noticed a 1” scratch in the acrylic. They also confirmed that upon receiving your complaint they reached out to you and gave you the contact information for a spa service provider in your area who would be able to do the repair for you. If you’re having issues getting the repair done, that would need to be discussed with the service company and your dealer. Thank you for the honest feedback – we appreciate it.
ID
#1674486 Review #1674486 is a subjective opinion of poster.
Reason of review
Not as described/ advertised
Preferred solution
Let the company propose a solution
1.0
Details

Extremely lousy customer service!!!Upon delivery we found a scratch on the top of the hot tub and we were told due to the fact that it was a floor model that we are stuck with it and we can fix it ourselves would not recommend this company to anybody who is thinking about getting a hot tub a bunch of crooks

Light controller problem

5.0
Details
I’ve had our LSX 800 for eight years. Had a problem with the heater they fixed it under warranty. Had a light controller problem they fixed under warranty. Hot tub is *** Nothing else like this on the market. Ted and the people are great!!!!
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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.

ID
#1650337 Review #1650337 is a subjective opinion of poster.
Pros
  • Pre-sale hot tub
  • Quiet
  • Reputation for quality
Reason of review
Reliable warranty

Love My Hot Tub!

5.0
Details
My wife and I truly love our new hot tub! With color changing lights and all the jets – we are totally relaxed when we get through using it! Thank you! - Jeff Ahlers
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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.

ID
#1663347 Review #1663347 is a subjective opinion of poster.
Location
Jefferson City, Montana Province
Reason of review
Good quality
Resolved
Master Spas's reply to:

Resolved: Call fisconnected

Hi Sheri! We’re happy to hear that this has been resolved. Thank you for the feedback.
ID
#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

Master Spas's reply to:

Terrible customer service

Hi Mark. Thanks for making us aware of this. We’ve reached out to your dealer and they should be contacting you soon about getting your spa in place. Please feel free to reach out to us if you are in need of any other assistance. We can be reached by phone at (800) 860-7727 or by email at customerservice@masterspas.com
ID
#1600566 Review #1600566 is a subjective opinion of poster.
Reason of review
Work Experience or Job Application
Loss
$7400
Preferred solution
Deliver product or service ordered
1.0
Details

I Purchased a spa at a sale,they delivered it but I have been trying to get them back to place it for over two weeks

Our First Hot Tub & We Could Not Be More Pleased!

5.0
Details
We absolutely love our hot tub and use it almost daily after a golf outing or hard workout. It is so soothing to our sore, achy muscles and we look forward to each time we get in. - Susan W.
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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.

ID
#1613164 Review #1613164 is a subjective opinion of poster.
Location
Fort Worth, Texas
Reason of review
Good quality

Worth Every Penny!

4.9
Details
I was skeptical about a spa at first. I wasn’t sure it was worth the money, however my husband convinced me to purchase one. This is the best purchase I have ever made! - Rachel L.
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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.

ID
#1607245 Review #1607245 is a subjective opinion of poster.
Location
Waxahachie, Texas
Reason of review
Good quality
Master Spas's reply to:

Reversal Purchase of the therapool deep H151366

Hi Inka. I believe that most of the points brought up in this review were already addressed by our team last year, but I’d be more than happy to go over them again for you. Regarding the placement of the ozone return, Justin has sent you images previously showing other photos of the exact model you own with the ozone return in the same place as yours. There’s nothing incorrect about its placement - it’s normal. As far as the cover being a different manufacturing year from the swim spa, if the manufacturing years are different it’s most likely due to spas and covers being mismatched in the dealer’s inventory. We know your original dealer went out of business, and we understand how that can be difficult - however we have several other servicers in Germany that would be happy to help you with any issues, as well as our corporate customer service team. Please reach out to them if you are in need of any assistance in the future. Thanks for reaching out.
ID
#1580786 Review #1580786 is a subjective opinion of poster.
1.0
Details
Master Spas - Reversal Purchase of the therapool deep H151366
Master Spas - Reversal Purchase of the therapool deep H151366
Master Spas - Reversal Purchase of the therapool deep H151366
Master Spas - Reversal Purchase of the therapool deep H151366
Master Spas - Reversal Purchase of the therapool deep H151366
Master Spas - Reversal Purchase of the therapool deep H151366
Update by user Aug 07, 2019

I have described many problems to you which you have not answered. My lawyer wrote to customer@masterspas.com and at the same time to 4deluxe.

I don't get an answer! You write that there are service partners for Germany - I would now like to have a German-speaking contact person named, to whom I can turn. I had to have a new heater installed at my own expense, although it is covered by the Master Spas warranty! I need a new cover!

I was assured in writing that I would get 4 new filters and wlan installed. None of it was implemented. Master Spas advertises with free service technicians and good warranty conditions and no promise is kept!

I give Master Spas a deadline until 15.8.2019 to appoint me a German-speaking representative for Master Spas in Germany, with whom I can make an appointment. Inka Cremer inkacremer@web.de

Original review posted by user Jul 08, 2019

Reversal Purchase of the therapool deep H151366

No service in Germany / And MasterSpas does not respond

In December 2016, I bought a therapool deep from the German dealer activespa GmbH Frankfurt (now moved to Hanau) as an exhibit. Since the purchase, there were only problems:

Wrong information about the required power supply, used filters, no German user manual, wrong warranty card (in English instead of German and instead of international buyers the warranty card for US citizens was attached), murky water, because they did not perform shock chlorination and I myself no chlorine should add before the service technician comes after 10 days, etc.

In addition, the service technician had assured me in the sales pitch that Mast3Pur (and many other extras) were installed, Mast3Pur was also the decisive reason for the purchase of this exhibit.

The service technician (who was also manager) made an appointment with me in my garden. However, he came 2 hours early and I could not get away from work. Therefore, I asked him to wait in any case, but he just made a shock chlorination, then the therapool did not start anymore, because he pressed both pumps simultaneously and thus jumped out of the power switch again.

He went home without making the agreed briefing with me. After 2 hours of shock chlorination without circulation with closed cover, I came home, turned on the power and tried to clean the filters with him by mobile phone instructions. He could not clean these before, since there was no water available in my garden alone. First, I ruined a very expensive T-shirt with concentrated chlorine, and found that used filters were installed.

He suggested to send me 4 filters (2xEcoPur and 2x filters) and a Wlan module as "compensation" and I received this announcement in writing. I wrote to him that I also wanted the extras like Mast3Pur etc. to be confirmed in writing. Silence.....

Also in writing I was promised a power consumption of 2100 kWh per year, but due to the high consumption of the first days I was amazed and inquired. The predicted power consumption was suddenly "corrected" to 4500 kWh - I think they wanted to sell me a photovoltaic system, which they sell under the new CEO also under a new company ...!

And regardless, the power consumption was even higher than 4500 kWh within one year!

On day 13 after installation, I wrote to activespa that I demand a full reversal of the purchase, as no service was provided and commitments and repair deadlines were not met.

In the course of further research I found among other things that no Mast3Pur was installed at all and this can not be installed afterwards. That was my reason to buy, because I wanted to use as little chlorine as possible!

I also wrote to Facebook on MasterSpas in Fort Wayne why my ozonator was installed elsewhere (laterally instead of in the middle, as shown in all brochures), but I did not get an explanation, but the opposite, namely that of the prefabricated Shells are always identical.

Why did my therapool have an ozonator elsewhere?

Why was the cover made in 2014, told me during the sales talk, that the therapool would have been produced in 2016 - should not a cover from 2016 be delivered as well? Further research showed: The therapool was already produced in 2015! Incidentally, this is very easy to find even by the starting numbers in the manufacturer number (H151366). However, my dealer said that he could not determine this by the manufacturer number .....

Further losses were incurred in the current legal dispute:

In the beginning the heating always had disturbances, so that the desired temperature always fell and the therapool constantly tried to reach the temperature (increased current consumption with at the same time colder water). The cover was damaged even more during a storm, because the service technician had only screwed the cover in 4 places instead of 12, because he meant that this would be sufficient.

The cover cracked at the screws and the plastic broke.

Since it is not possible to get filters or covers in Germany without a service partner from MasterSpas, I weigh down the cover with heavy stones since then and received advice from the former service technician to buy Ego³ filters. This also remained my only possibility, because I didn't get any help to get the original filter.

In the course of the more than 2 years lasting complaint the service technician/managing director was replaced, I was completely ignored as a customer with arising errors, the enterprise moved other hall. Finally MasterSpas withdrew the permission to sell their products and a company 4deluxe was contracted as sole distributor for the German market.

Now the heating is completely broken! This time even the FI switch jumped out! I had to hire an electrician again who found that the heater was defective. The two-week deadline set by my lawyer to replace the heater with 4deluxe and MasterSpas Fort Wayne was not met by both. Thereupon it was not announced at all.

During the 3 weeks I had to switch on the power switch every day for 1 hour and then take it out again, because the pool wanted to reach the set temperature. At the same time it was no longer possible to lower the temperature. High power consumption until I noticed this because I was away. The pumps simply ran for 24 hours and the neighbours complained about the noises.

Therefore I had to order a new heating on the Internet, which must be connected tonight again by the electrician. Again further costs.

MasterSpas: Finally take a stand, offer the promised service and take back the therapool deep. The financial compensation becomes bigger and bigger the more other parts become defective and have to be replaced.

With your guarantee declarations you promise that all these things will be replaced and installed immediately and free of charge by a service technician!

In no case of warranty have you reacted to the damage or paid compensation.

You have chosen a sales partner who does not know your products and who gave such false information that I bought the therapool under wrong conditions. Now you have separated from this distribution partner, that must have had probably also reasons for you...... My right, however, is to be comprehensively looked after, which did not even happen in the 2.5 years with all the shortcomings.

Pay the money back along with all the other expenses I had.

I have countless photos and videos. What do you need?

Loss of value: 25.000 Euro

What a Pleasant Surprise!!!

5.0
Details
My wife was very skeptical about making this kind of investment. No more – she uses it virtually every day! I have been surprised with ease of maintenance once you set it up properly. I omitted a step the first time and had to drain and refill it. Now I just monitor it and add chemicals as advised. Works like a charm! - Jim Thompson
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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.

ID
#1575382 Review #1575382 is a subjective opinion of poster.
Location
Cleveland, South Carolina
Reason of review
Good quality
Master Spas's reply to:

Brand new master spa cover leaking rain water

Hi! Thanks for reaching out about this. We understand your concern, however we can assure you that the Master Spas cover is an insulating cover. We follow the strictest energy efficiency standards in the country. The cover is certified by UL and their standards as well. These standards and certifications do not include being waterproof, and water does have the potential of getting through the stitching of the cover. This, however, does not hinder the ability of the cover to keep heat in the spa. If you have any other questions or concerns in the future, please contact customerservice@masterspas.com.
ID
#1571680 Review #1571680 is a subjective opinion of poster.
Reason of review
Bad quality
Preferred solution
Let the company propose a solution
1.0
Details
Master Spas - Brand new master spa cover leaking rain water

We bought our master spa two weeks ago. Still waiting to get electric service to it, so needless to say we haven't filled it.

So imagine my surprise when I lifted the cover to peek in and found rain water in the tub!!!

Logically I thought if water can get in then heat can escape!!! Wtf....

So glad we bought it!

5.0
Details
We love our Twilight 7.2. In the first month of having it, we only missed two days soaking in it – but have used it twice a day many days! The variety of jets and seating positions nicely meets our needs. Although there are usually only two of us in it, we’ve had as many as five when family was visiting. For a first hot tub, we chose wisely! - Diane Ginther
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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.

ID
#1570889 Review #1570889 is a subjective opinion of poster.
Location
Swannanoa, North Carolina
Reason of review
Good quality

What a Pleasant Surprise!

5.0
Details
My wife was very skeptical about making this kind of investment. Not anymore! She uses it virtually every day. I have been surprised with the ease of maintenance once you set it up properly. I omitted a step the first time and had to drain and refill it. Now I just monitor it and add chemicals as advised. Works like a charm! - Jim Thompson
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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.

ID
#1550765 Review #1550765 is a subjective opinion of poster.
Location
Cleveland, South Carolina
Reason of review
Good quality
Master Spas's reply to:

Was promised

Hi Abel. I’m sorry to hear that you haven’t had a positive experience with your dealer. We’ve looked in our database and weren’t able to find any kind of spa registration under your name/email address. It sounds like most of your issues lie with the dealer you purchased from, not Master Spas. But again, since we have no record of you in our database we aren’t able to notify your dealer of this complaint. Please go on our website and register your spa as soon as possible so that we can properly assist you. Thanks.
ID
#1543966 Review #1543966 is a subjective opinion of poster.

Recieved my new spa acouple of days later the paneling was seperating from tje tje strips that hold it together called my sales guy Jake who promised me any problems he will take care of them i did was told he would get back with me never did i spend half a day off my weekend fixed it called him back told him i solved it and he owed me a filter or 2 he said no worries well 5 months later nothing never again they promised you all this service while youre buying after that you are forgotten from 1 to 5 i gibe tjsm a 0

Wonderful tub for therapy!

4.7
Details
I have had one knee replacement and the other is on the way. It’s so relaxing and allowing warmth to get into my joints is incredible. Also the foot blaster alone is worth the price! - Don Bentley
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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.

ID
#1545066 Review #1545066 is a subjective opinion of poster.
Location
San Antonio, Texas
Reason of review
Good quality
Master Spas's reply to:

I bought a model Hot Tub 1680 serial no. 1900544......no manual

Hi Paul! Thanks for reaching out. Our manuals are sometimes stored behind the access panel with the equipment – did you check there? If it’s not there, we also have all of our manuals available on our website, www.masterspas.com. Just click the resources tab in the top right corner, and then click the “Owner’s Manuals” button to find the manual that’s right for you. I hope this helps! If you need anything else please feel free to email our customer service team at customerservice@masterspas.com. Thanks!
ID
#1527619 Review #1527619 is a subjective opinion of poster.
Reason of review
Problems with payment
Preferred solution
Deliver product or service ordered
3.0
Details

I bought Master Spas model no. 16680, serial number 1900544 at the Pomona Fair Grounds in Pomona Ca. on approximately March i, 2019 The unit was delivered to my house the next day without the operating manual. I live at 5731 Vinevale Circle , La Palma Ca. I have searched for it and have not found it.

I would like to have a new manual sent to my address as soon as possible.

Paul Edwards, 5731 Vinevale Circle, La Palma, CA.

PaulandDorothy@aol,com

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