Customer ReviewsforMaster Spas

We truly regret to hear that the unit was improperly wired when trying to convert from factory original 120V to 120/240V supply wiring (converting heater to 240V, for increased heating performance), causing damage to the 120V pump. From the contact with our customer support team, we also regret to hear that the electrical requirements and guidelines within the Owner's Manual were not referenced prior to install and commissioning the spa. During this conversion, we understand that the pump's jumper wire was configured to 240V output position instead of 120V (as the spa is equipped with a 120V pump). The wiring schematic within the spa control system, manufactured by ******************* can be used for various spa models and equipment configurations. Their wiring schematic provides details on original configuration when they manufactured the system, gives basic steps for converting between 240V and 120V and provides Setup tables which reference board level wiring, between configurations that either have all 240V or all 120V equipment (based on voltage of the components being connected). Their control systems also have a caution label, indicating to read instruction manual. Master Spas owner's manual provides wiring schematic as well as step by step points, that includes instruction to be sure the equipment jumpers are set appropriately. 

Our owner's manuals can be found online at:

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Although we are not finding details for this contact linked to the registration record we have found for your ownership, we do regret to see the frustration and that you may not have been provided clear explanation either from our support team or possibly the local dealer. It is true that hot tubs can and will begin fighting a losing battle, losing water temperature, as outside temperatures drop. Size of the water surface area, current water temperature, outside temperatures and wind speed are just a few of the major factors involved in the physics causing the heat loss. These physics that control the amount of heat loss  can amount to much more than the industry standard hot tub heaters can counter (for self-contained spas, operating on a total of up to *****A). In fact, freezing temperatures and having the cover removed could amount to heat loss demand that would require the entire hot tub electrical supply, or more, to counteract. Due to load limitations on the electrical and if there are 2 or more pumps in the hot tub, the control system may also have to shut off heating while multiple pumps are running (preventing the heater from trying to counteract some of the losses occurring). 

We'd be happy to discuss details further and help with any further operation and product knowledge. Our support team can be reached at ************ or ******************************************

We regret to see the experience since purchase and delivery through one of our independent dealer, that the spa had incurred some damage to the outer skirting cabinet during delivery. As reviewing the initial notes about the contact made to us, it appears that you had been trying to work with your dealer to address the problems and turned to us for assistance. It looks like you recently found our last message, from 11/29, in your junk email. Our team appears to have received your reply to us, 12/17, and has made follow up this morning, 12/18. In the follow up this morning, our support team was looking to confirm details surrounding a new concern with the touch panel as well as providing order number for corners and local service contacts. We will continue to assist and look forward to resolving the problems so that you can get to enjoying your Master Spas hot tub (working with you, the independent retail dealer and an independent local service center contact to do so).

Master Spas Customer Support team can also be reached at **************. Our hours of operation are Monday through Thursday from 7A to 5P EST and Fridays from 8A to 12P EST.

We regret to see the problem that occurred with your 2018 H2X Therapool Deep swim spa. Our support team will be reaching out to help ensure this has been resolved or, if necessary, will help connect you with a local service contact. If a spa / swim spa is placed in a room, it is important to ensure all materials in the space can withstand high humidity and presence of water. Although we do understand a problem occurred, the normal use of a spa / swim spa will also lead to water runoff and high humidity during use. 

Master Spas customer support team can be reached at ************** or ******************************************.

Unfortunately, it didn't appear that Master Spas support team had contact regarding the situation that developed. Upon seeing this post, our support team has made further follow up with customer and the service contact in the area, to obtain further details and work within reasonable means to try to help resolve the situation.

Master Spas Customer Support team can be reached at ************ or ******************************************* Our hours of operation are Monday through Thursday from 7A to 5P EST and Fridays from 8A to 12P EST.