masterspaswi.com Reviews 2

service call regarding problem with skimmer. richard young was tech who responded. took him 5 minutes to diagnos problem, defective filter. replaced with new filter under warrenty. very professional, friendly, and competent. excellent representative of company. thanks.

The following review of my experience with MasterSpa's H2X Trainer 19D (Deep) Swim spa that I purchased to help with my recovery from hip surgery. I wish I had this type of information when I was thinking about spending such a considerable sum on a replacement to my hot tub. I wrote a review per Masterspa's repeated request to do this- my experience was less than fantastic so I responded honestly, hoping to inform and educate both buyers and seller.
But then M-Spas refused to publish it, returning a message stating "Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!" Why bother if an honest assessment will be censored? The review I wrote:
"Designers missed the mark on a few things- why a pair of auto-lifters isn't offered is beyond me... these lids are larger than a sheet of plywood (ea is 5'tall x8' wide x 4" thick), and very difficult to lift when standing on the ground next to the 5+' tall unit- the top edge of the lid is 10' high in the air. I'm 6'2 and I have issues with flipping the first panel over! It means wrenching the first panel up from horizontal from one side to the vertical, where it can then drop uncontrolled onto the second panel. And without a true hydraulic piston assisted lifter, now there's twice as much weight to push up. One of the 'pistons' on the standard lifter (no more than a rod hidden in a metal tube) snapped off completely the first time my wife tried to close the lids (we had had it for 1 day) . I called the company ( AquaSpas- in Fort Collins CO) and have still not heard back. Another poorly run company in my life is not what I need right now. I'm spending my time looking for a true auto-lifter for both ends, but in the meantime I purchased a hydraulic lifter to at least help her with the second push on the hot tub end so she can use that end without me there. So far pretty disappointed in this 'investment'. Filters are difficult to remove without an elevated platform/ladder (highly recommend this be sunk into a deck surrounding it). I have to use a foot tether to keep me from over-swimming the current- get the 6-jet model if you're a halfway decent swimmer- we couldn't try this before we bought it so took the salesman's word I didn't need the Michael Phelps version (no way he could use this for more than soaking!)"
I don't think what I said was wrong- it's the truth. But it didn't serve their brand. A couple other things I left out: it took 4+ months to get it- in their defense they shipped the wrong one initially and we wouldn't accept it. We have still not received the accessories promised to us- rowing equipment and in-pool exercise equipment (probably won't get it now), and still no word from the CO dealer to get the broken lifter arm replaced.
Now I'm more disappointed that the MFR would censor this info, they just sent a useless message that says if your review doesn't give us 5 star praise we won't share your experience with us. Failing to contact us about these problems is probably something else potential buyers need to hear. I gave it 2 stars- not 1- we enjoy the spa once we can get in it despite the issues and accommodations we've put in place. Is their problem with honesty or that it is contrary to their sales materials? Learn from this experience M-Spas and FIX the problems/be honest in what buyers need to hear to make informed decisions.