Master Spas Reviews

The only gripe I have is that, when they delivered and installed it, they left their trash sitting in my front yard. I intend to call the people that delivered it and say they did a great job, but they shouldn't do this. I wasn't happy about that, but other than that, everything has been fine. I would recommend Master Spas. The tub is everything we wanted and it has exceeded expectations.

Finally after 2 months of struggling with buying chemicals, buying a attachment for the hose and trying to fix the issue we drained the tub and started over. To me this all could have been eliminated with a water test at install. This would have told us the products we should be using and what to expect from our spa, and what to watch for. They should just use the hose attachment for install fills, until the customer can bring in a water sample from their home faucet for testing. I think most people working at all the locations need better knowledge of possible problems, and better knowledge of how to fix those problems, not just knowledge on selling. Everyone seems to have a different answer and you just trust that they know what they are talking about.

We still have iron in our tub, but have eliminated the copper (with attachment) even though we are using the hose/tub attachment. No one has any recommendations as to how to get the remaining iron out. We have even had a failed filter that was bad from the get go. We have had a tub shut down which was probably caused by the brand new bad filter, High Bubble bath foaming, and other weird system power surge oddities. Everyone seems great until you have a issue that can't seem to be resolved. I will give props to Jessie at the Castle Rock location for having the best customer service ever. He makes you feel like no matter what, you are an important customer and encourages you to keep at the problem and we can fix it together. Also, Jeff with installation is a keeper for being supportive and helping solve issues when everyone else is at a loss.

Lindsey is very nice, great at selling, but does not have the support she needs when she has a issue she cannot resolve. I think upper management needs refresher courses. Disappointed in several people who I will not name, but they probably know who they are... for not calling back when asked, and others with poor "phone" customer service skills and not following through with tasks. Made me feel terrible for trying to fix on-going issues with the spa. Like we were a burden.

We have come a long way since we purchased our hot tub thanks to YouTube videos and a few key people. We love our spa and want it to stay a pleasure and not a chore. Education to employees, and proper upgraded installation procedures (testing water to find its makeup) could have resolved or eliminated so many of our original issues. Which would have made our first hot tub buying experience so much better. Also maybe pointing the customer to on-line videos for the certain spa purchased would be amazing. Even though we have the manual, it does not explain things well. Videos are awesome!

The person that sold us the spa was very knowledgeable about the equipment and the way it's made, and was not high pressure at all. He gave us lots of information and really sold us on the idea of buying the spa. He was an excellent salesperson. I've had a pool with a spa attached but this is our first spa purchase. And this is much better. I've had it for two months now and it appears to be relatively good quality looking at the materials on the tub itself. And looking inside the skirting, the materials seem to be good quality as well. However, it's more expensive than I thought it would be but cheaper than what I had looked at actually. I'd recommend Master Spas.

We also had a little leak from one of the bolts that apparently wasn’t tightened enough. Then there was a leaking thing that shut off the GSPi breaker. The pumps were also frozen and the water inside was like room temperature just above zero. And then after that, just given different chemicals to have to juggle with, when the maintenance guy is telling us different chemicals to use and the floater that’s easier, it’s like there is confusion. Then the filtration system, if it's running steady or if I have to clock it in because I read in the manual I can set the times to do that. The maintenance guy said that it runs all the time.

And then we had to take out the filters. The maintenance guy said that other filters do it this way while the other one clogs it quicker and it affects the heating. We’ve also hooked up the Wi-Fi thing but then our son checked the settings and the Master Spas’ head thing too. The maintenance guy told us that the Wi-Fi signal isn’t strong enough and isn’t working properly. So, our app to control or check our hot tub is very intermittent that we can't go on if we’re away and check our hot tub which is one of our safeguards to be on top of things.

There are so many different things going on that it makes us concerned. If they know all these ins and outs and they haven’t walked us through it, we feel leery on how we're gonna take care of our hot tub. Stuff like that should be told and explained to the owner so then we're not reading something and then experiencing different thing and not knowing if it's safe or doing the right thing. For a brand-new top of the line hot tub, it’s not being the best experience. They got the service guy telling something different that’s in the manual, too.

I called their customer service a few times and I thought they were listening, apologetic and sympathetic. They said that the support guy was really helpful and he could fix that. But these things shouldn’t be happening in the first place for a brand new $16,000 hot tub. They shouldn’t be having little glitches that are easy to fix like this water shot up and it blew blood vessels in my eye. That shouldn’t happen to an owner of a hot tub.

We had some friends that had the tub and never an issue for years. It was all great so we’re a little freaked out to have these things. And then when they wanted to charge us $90 service call within a few weeks of having the hot tub, we thought, really? It was a little surprise to charge someone when they just had this major upset. And then later the home office said it’s the travel time that’s not covered. But I think there should be a little kindness and ethics there.

Also, the scum problem is tough. It started right after the first use. I haven't called customer service about this. But I called Master Spas yesterday because I'm still waiting for the dealer to come out and replace the panels that were damaged on delivery. They said that the panels are supposed to be in Friday, and they’ll be out the following Monday to install them. I shouldn’t have bought it because I think I paid about $3,000 more than I should have. I wouldn't recommend Master Spas at all.

My biggest negative in this whole experience is that there’s only one dealer in my area and they aren’t worth a darn. The communication and the customer service have been one of the worst experiences that I've had with any large purchase. They made an appointment with me to have the tub delivered at the end of December. I called them the day before and there was a snowstorm coming. I asked if they normally deliver in that weather or if we need to reschedule. That’s when I found out that they don’t even have my hot tub and I've already taken time off of work. I had to take a vacation day as I’m a truck driver so it’s not like I can run home for lunch to check on it.

We then rescheduled it for the following week. I called before that and they said that the tub's not there again. I told them that I bought one that was already finished and was there at their store. They said that something happened to that so they had to order a new one for me and they never let me know. Then come to find out, the new one didn’t have the same things as it's the 2017 model and they kept telling me it did. I called the factory and they said that it’s got a different filtration and sound system in it. Basically, they did the bait and switch on me and so the hot tub that’s at my house is not the one that I bought. I just accepted it to put this thing to rest because the core of the hot tub is still the same.

Then the one that I wanted has a Bluetooth system and it has a little holster that holds the phone on the outside of the trim work. It was a real slap in the face when I asked them about that. They said that I can buy that extra. I also called them up a couple of times to ask about the water filtration, if the alkalinity normally goes up or down as I use it. I was having a really hard time reading the test strips and I could only read when it was way out of range. They told me to bring the water there and they'll test it, but I live 60 miles away. I was just asking questions and they wouldn’t give me the time of day.

I went out and bought a $300 tester and I just tested it at the house myself, so that way I don’t have to mess with that dealership anymore. I got no respect for them. And knowing that they are the only one that can do maintenance on this hot tub scares the living daylights out of me. I’m really hoping and praying that the quality of this hot tub is as good as they say it is because I never want to call for maintenance.

But the tub’s fantastic and I love it. I just jump in there and it’s very relaxing and nice. It definitely massages all the skin. As far as quality and price, I’m very happy. I would definitely suggest it to my friends, but I don’t want them to have to deal with that dealership. That would be the only reason why I would tell them to look at a different hot tub.