Master Spas's reply to:

Broken parts in hot tub

Hi Evan! Thanks for reaching out about this. Our customer service team has sent you some extra diverter caps.
ID
#1877495 Review #1877495 is a subjective opinion of poster.
Preferred solution
Deliver product or service ordered
New Reviewer
Master Spas - Broken parts in hot tub
Master Spas - Broken parts in hot tub

One of the 2 main valves (Large circular handle) for the jets broke off, this has already happened with the other one and a replacement was sent. I need another replacement part as soon as possible, please send or call me. Also since these keep breaking it would be good to have a few extra for the next time this happens again.

845-323-****

727 Foxdale Avenue

Winnetka, IL 60093

Thanks

Evan

User's recommendation: Stock up on the large circular jet valves handles, because they break off frequently / easily.

Master Spas's reply to:

Want to talk to corporate about an independent distributer

Hi Rosalie. We’ve talked to Mr. Kerns and it sounds like he has followed up with you. We also apologize for our ads not being clear enough, we’ve talked to the company that had placed the ads about making sure they are clear and specific regarding the event being by appointment only. Thank you for sharing your concerns.
ID
#1844768 Review #1844768 is a subjective opinion of poster.
Service
Master Spas Customer Care

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
New Reviewer

Shawn K***. Posted a event for 27-31 in Conroe,TEXAS@ 500 SE LOOP 336 .

WAS VERY DIFFICULT TO FIND, NO COMPANY SIGNS OR ANYTHING ADVERTISEMENTS OF EVENT. NOTHING STATED IT WAS BY APPOINTMENT. I REALIZE THAT CORPORATE HEADQUARTERS IS NOT RESPONSIBLE FIR INDEPENDENT DISTRIBUTORS. I DOWNLOADED COUPON AND AM INTETEDTED IN A SWIM SPA.

FLIER STATED HUGH DISCOUNTS. THANK YOU FOR YOUR TIME

I have owned several spas over the years including the Hot Springs and Dimension One brands. Decided to try a Master Spas Twilight 7.25 and after having it for the past 3 weeks I thought I would share my thoughts. This is a quality spa, impressed with construction once...
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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
#1843741 Review #1843741 is a subjective opinion of poster.
Location
Sarasota, Florida
New Reviewer
Thank You Master Spas! Your customer service and kindness needs recognition. Since I have had my swim spa, you have gone above and beyond with helping me maintain and doing the right thing by covering what is needed under warranty without hesitation. You have come from...
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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
#1828407 Review #1828407 is a subjective opinion of poster.
Cons
  • No 24 hour customer service

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
New Reviewer
Hi Tamara. Thanks for your feedback. After receiving this review our Customer Service Supervisor, Justin, reached out to both you and your dealer. As I’m sure he mentioned, your spa was finished here at the factory on 2/24 and should be delivered within a few days....
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Resolved
ID
#1813155 Review #1813155 is a subjective opinion of poster.
Location
Aboite, Indiana
Product
Master Spas Michael Phelps Legend Series Lsx 800 Hot Tub
New Reviewer
We have owned our Master Spa for 14 years! 14 years of enjoyment and carefree maintenance, It was a great spa.Our Master Spa has had a lot of use over the 14 years. When we first bought the spa, our children were teenagers. Our son played high school football and...
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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
#1796108 Review #1796108 is a subjective opinion of poster.
Location
Peoria, Illinois
Product
Master Spas Hot Tub
Pros
  • Maintenance free durable
Master Spas's reply to:

I got screwed

Thank you for sharing your experience. We want everyone who purchases a hot tub from Master Spas to have an experience that is as relaxing as soaking in a spa. Our customer service team has been in contact with you and visited your home to check on your hot tub. It might be helpful to check out our YouTube channel, where you can find how to videos and quick tips that make it easier to maintain and enjoy your hot tub. The owner’s manual is also a great reference for troubleshooting any operation issues. You can always find your manual under the resources tab at MasterSpas.com.
ID
#1794369 Review #1794369 is a subjective opinion of poster.
Loss
$3150
Preferred solution
Full refund
New Reviewer

I've had my 7.2 twilight for almost a year, the touch pad got water in it, and I always had pobkems with the pump not shutting off, now I found it has not been filtering since I got it, no wonder I've draining it every 3 or 4 weeks. Supposedly there coming to replace another part next week.

But I've had to fight with them over these for weeks. Take my advise, don't buy a master spa, if you want one I'll sell you mine, cheap....

Master Spas's reply to:

Love the tub but not happy with cover and siding

Thank you for reaching out to us, William! As you know, our corporate customer care team has reached out to your dealer and they are currently working to get the siding and lifter bracket issue resolved for you. They’ll also be looking at your cover to determine what the issue is, as it sounds from the description you emailed us that it may be a chemical issue. Thank you for your patience as we work to resolve this for you.
ID
#1774736 Review #1774736 is a subjective opinion of poster.
Product
Master Spas Hot Tub
Pros
  • Great hot tub
Cons
  • Cover weak and siding does not fit anymore
Reason of review
Bad quality
Loss
$500
Preferred solution
Let the company propose a solution

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
New Reviewer

This will be my 3rd cover in 2.5 years they keep deteriorating from the inside and the siding is coming apart at the corners also where the cover lift is siding and support are cracked due to installers missed studs that lift was screwed to. Bill Bjorke 651-368-**** or billbjorke@***.com

Master Spas's reply to:

Really Disappointed Twilight 8.2

Hi. We’re very sorry to hear that you’ve had some issues with your Twilight 8.2. I’m assuming that the $80 you’re paying for service calls is a travel fee. Travel fees are determined by the servicer and are not covered by the warranty. I’ll have someone from our Customer Care team reach out to you so we can send you a free set of filters for your troubles. Thank you for the feedback – we appreciate it!
ID
#1763145 Review #1763145 is a subjective opinion of poster.
Pros
  • Would be nice if worked without breaking
Cons
  • Poor quality
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
New Reviewer

My Wife and I went to a local hot tub show and purchased a Twilight 8.2 Within a Week or Two we had a leak under the tub. When we called to let them know there was a leak we were very surprised to find out we had to pay $80.00 and wait several days for them to come out after paying a substantial amount of money for the tub.

(Had to drain 400 gallons and refill 400)A short time later we had a foot massage jet pop out another 80.00 service call and drain 400 and refill 400. The next day the jet pops out again (installer didnt not install it correctly) had to drain another 400 and refill 400. Months later had a Motor fail again another 80.00 had to wait another week for someone to show up and had to drain and refill tub again. A week or two later the water fall on/off *** doesnt work.

I had no intentions on spending the kind of money these tubs cost but after hearing the sales pitch of how great of a tub these are and the magnetic therapy that would help with my wifes medical issues I splurged and bought it. We do like the tub if it didnt have so many problems but after experiencing the ownership of it I dont think I would purchase again.

Though all parts were under warranty I was still unhappy with the service. $80.00 service call each time, draining and refill total of 800 gallons each visit and weeks of time waiting for service appointment.

Master Spas's reply to:

Poor product and poor service

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.
ID
#1746453 Review #1746453 is a subjective opinion of poster.
Pros
  • Very convincing to sell the product
Cons
  • Reliability
  • Customer service
  • Poor quality
Reason of review
Poor customer service
Loss
$9945
Preferred solution
Full refund
New Reviewer

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

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.
ID
#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
New Reviewer

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 ?

New Reviewer

Awesome experience all around

Master Spas - Awesome experience all around
Master Spas - Awesome experience all around
I purchased a floor model at one of the expos at the reliant center and was treated very well, despite me playing hardball. My rep Kyle was more than informative and very welcoming despite my attire and me looking completely different than his "typical" buyer (me being a younger black guy with dreads in casual clothing). I am a sucker for a good pitch and already made my mind up to buy a hot tub long before arriving (as i fought a professionally for over 10yrs and plan to again as life slows) but I also like to see how people treat you in person. Me being a salesperson as well, I like to hear "the approach" and if I feel it was a good, authentic pitch I will buy right there! He took his time and was beyond informative without pressuring, so I bought. Later that day, after realizing there was only 3 days to make a final decision without losing money, I did what all consumers do after having buyers remorse and looked them up. I noticed some very unpleasant reviews that raised red flags, but reminded myself that the company I work for has D+ rating with BBB, which is in no way reflective of our company and decided to give them a chance! Boy was I glad I did because they surprised the *** out of me with a speedy delivery, efficient setup time and professionalism from their delivery team! And that is why I am taking the time to leave a review. Everyone is quick to go to the internet and complain with an altered view of how things transpired, but when things go perfectly smooth they only leave reviews when asked or incentivized. This is a true testimony to their product and professionalism and I would recommend any one looking for a hot tub to give them a shot! Thank you very much Kyle, Chris and the rest of the people at Masterspas Conroe!
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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
#1734562 Review #1734562 is a subjective opinion of poster.
Service
Master Spas Customer Care
Pros
  • Great products
  • Staff and delivery team
Reason of review
Good quality
Master Spas's reply to:

Poor workmanship!!

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.
ID
#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
New Reviewer

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?!?!

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.
ID
#1726618 Review #1726618 is a subjective opinion of poster.
New Reviewer

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!

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.
ID
#1711185 Review #1711185 is a subjective opinion of poster.
Product
Master Spas Hot Tub
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
New Reviewer

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.