Master Spas's reply to:
Master Spas - Where is the superb customer service I was promised?
I did not have any issues with the general quality and function of the Midnight 6.2 series Model 5300 spa until recently. Part of the sales pitch was how good the service was, unfortunately, the service really sucks as no one has responded to me for nearly a month now, despite the two different forms of communication I have tried.
In August of 2015 we went to the Spa/Hot-tub show in Pleasanton, CA at the County Fairgrounds and we purchased a master spa. We paid and scheduled delivery. Delivery was late but not the fault of the delivery team but rather the fault of the previous customer (who did not understand the concept of clearance to get into his backyard location). It finally arrived and was placed correctly. Following the directions, I had 220v electrical power installed and after filling with water it started up immediately.
I had no problems with the spa until April of 2016. The spa started leaking water from underneath the spa. Initially I thought this was water that splashed over the sides during a party. Later, when it was just me in the spa I noticed the leak again. After removing two side panels, I finally found the leak coming from the end of a PVC pipe that appears to have an overpressure valve or something like that. This valve, when it is in use, sprays water directly on the inside of the spa on the wood and other parts.
After playing with the valve a bit, it no longer leaks when running the circulation pump, but when the jet pumps are on this valve streams enough water to lower the hot tub level by half an inch per half hour. Being in California, with the drought and all, a leak of this magnitude is pretty significant, plus it is keeping half of everything inside the hot tub panels damp.
This is where I started sending service requests through Master Spas website. I received no response and left voice messages with Master Spa. So where is this great customers service they sold me? After reading the other posts, it seems that it was all “sales fluff” and I have only a partially working spa.
So my conclusion is that the hot tub is good, but if anything ever breaks, you are going to have to find and pay someone to fix it.
Review about: Master Spas Customer Care.
Reason of review: Poor customer service.
Preferred solution: Have someone come out and fix the hottub.
I liked: Hot tub layout and functions.
I didn't like: Customer service.