Reply by Master Spas

Thanks for reaching out to us. I know one of our Customer Care Team members was able to contact you directly outside this platform and provide the information you were looking for. Glad to hear you’re enjoying your Trainer 12!
Advertised vs Delivered
Customer service
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Value for money

We have a Trainer 12 swim spa from Master Spas and would never buy from them again. I almost wish I could get my $20k back so I could take the money to a more reputable company.

I get conflicting information about cover lifter compatibility from all their dealers I talk to, so I've tried to reach them directly. I'm nearly 3 weeks waiting after emailing BOTH their sales and support emails. I've sent multiple follow-ups and continue to be ignored.

For spending $20k with them, this is NOT the level of customer service I would expect. Happy with the spa, but the company themselves are so awful and inconsistent at support that I'd rip it out in a heartbeat if someone gave me fair value for it so I could buy another from a different brand.

Product or Service Mentioned: Master Spas H2x Trainer 12 Hot Tub.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

Master Spas Cons: Post sale customer service, Support, Dealer experiences.

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