What Their Customers Are Saying

?

All testimonials are provided and verified by Master Spas. Verified testimonials on Opinion Corp is a paid feature of the platform.

Great tub!

Master Spas
Really like the strength of the jets and the ease of control with the WiFi module. The insulation is unbelievable too. Sound system is way better than expected. I recommend it! If you’re going to get one, go all out and get both lighting packages and get the QuietFlo pump and the WiFi module. We didn’t get the Dream Lighting but now we wish we had. I found that in the hot tub world you really do get what you pay for. Don’t make an expensive mistake and have an inferior product! Buy a Master Spa and have the best from day 1. - Craig H.
Read

Best Hot Tub Experience!!

Master Spas
We are definitely in love with our hot tub. Nestled in our yard and tropical landscape, it’s the perfect family and self-care time. I may never leave my yard now. Kelsea and the team were amazing from beginning to…well, to current day! Very responsive and knowledgeable about hot tub care, placement, delivery day and everything in between. Kelsea even FaceTimed with me to help with the area for placement and the type of platform to house our new spa. Huge thank you! - April D.
Read

We love our hot tub!

Master Spas
We have been staying home due to the pandemic, and our hot tub has made it like being on vacation! We love being able to enjoy the evenings under the stars. Our model is just the right size for us and everyone at Master Spas has been so helpful as we learn how to care for our spa. I can tell that it has helped ease the soreness in my neck, shoulders and back. So relaxing! I would recommend this spa to everyone! - Mary E.
Read
Master Spas's reply to:

Still waiting for our new spa to actually work

Hello Mr. Robertson. Our team is looking into this issue and I will update this response soon with more details. Thank you.
ID
#3585329 Review #3585329 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer
Master Spas - Still waiting for our new spa to actually work

We were excited to purchase a MasterSpas Bar Harbor SE - even more excited when the unit was in stock and able to deliver to our home in Phoenix within two weeks. But the installation was a very *** and rushed job and they left without actually checking the unit to make sure it was working. Almost a month later and we are still waiting for a part for the heater to work and we've used the spa one time and jets kept shutting off after 15 minutes which was massively annoying.

User's recommendation: Make sure they deliver a working unit and don't leave until they've actually verified that fact and shown you.

Master Spas's reply to:

Thank you for your feedback. Our team is looking into this situation and will update this response with more information as we get it.
View full review
View full review
ID
#3434501 Review #3434501 is a subjective opinion of poster.
Location
New York, New York

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer
Master Spas's reply to:

Master Spas - Very Poor Customer Service
Hi Robert. Looking at the attached screenshots, I can tell you that this is not our website. Master Spas does not currently have an online store. However, several independently-owned retailers that sell Master Spas products do have online stores. This appears to be one...
View full review
View full review
ID
#3406325 Review #3406325 is a subjective opinion of poster.
Service
Master Spas Customer Care

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer
Master Spas's reply to:

Hi Elaine! We're sorry to hear that you were unhappy with the condition of your spa upon delivery. As I'm sure you've already been made aware of, we are only the manufacturer of the hot tubs. The company that did the sales and delivery would be a separate,...
View full review
View full review
ID
#3390037 Review #3390037 is a subjective opinion of poster.
Location
Watsonville, California

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer
Thank you for reaching out to us about this. Your review has been forwarded to our customer care team so they can look into this situation. This response will be updated with more information soon.
View full review
View full review
ID
#3359525 Review #3359525 is a subjective opinion of poster.
Location
Vallejo, California
Service
Master Spas Customer Care

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer
Hi Robert. Thanks for reaching out. We're sorry to hear about these frustrations. I'd like to first clarify that you did, in fact, purchase from an independent dealer. The Spa & BBQ Show in Everett is put on by a dealer that is headquartered in Minnesota —...
View full review
View full review
ID
#3194646 Review #3194646 is a subjective opinion of poster.
Location
Anacortes, Washington

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer
Hi Jennifer. We're sorry to hear that you had a poor experience with South East Spas. Because they are a completely separate company from us there is nothing we can do to rectify these issues. You would need to reach out to the company you have the issue with in...
View full review
View full review
ID
#2840323 Review #2840323 is a subjective opinion of poster.
Location
West Palm Beach, Florida
Master Spas's reply to:

Awful

Hello Joshua! Thank you for this feedback. We're very sorry for the delay. Unfortunately, we are feeling the same frustrations. The COVID-19 pandemic has created new challenges for the entire manufacturing industry. Mandatory shutdowns, supply shortages, and increased safety precautions have slowed production time. As a result, customers such as yourself have experienced a longer waiting period than originally quoted. The good news is, as different states and communities bring the workforce back in stages, our suppliers have made our inventory of materials top priority so we can keep producing.
Even when delays are unavoidable and outside of our control, Master Spas' goal is to make this time the start of a good experience. We've put together this page on our website that gives updates on production delays: https://www.masterspas.com/production-update
I'd also like to apologize on behalf of your dealer for the lack of communication. Because we only manufacture the products and aren't the retail company that you purchased from, there's unfortunately not much that we can do in regards to any communication issues with the retail company. I can, however, forward them your review so that they know to reach out to you with an update.
Again, thank you for the feedback.
ID
#2837477 Review #2837477 is a subjective opinion of poster.
Preferred solution
Full refund

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer

They will ignore you completely. Their words avail nothing.

Representative told us Jacuzzi would arrive in 10-12 weeks.

After 20 weeks and nothing. The worst Master Spa doesnt have an approximate delivery day.

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer
Hi Ken. Firstly, thank you for providing your feedback. We do appreciate it and we’re sorry to hear that your swim spa isn’t what you had hoped it would be. You are correct about the drain. Due to the physical size of the swim spa, using a submersible sump pump is the...
View full review
View full review
ID
#2683841 Review #2683841 is a subjective opinion of poster.

Contact Master Spas Customer Service

Website:
Mailing Address:
6927 Lincoln Parkway
Fort Wayne, Indiana 46804
United States
Phone:
(800) 860-7727
Contact Master Spas Customer Service

Latest Question

Pumps not turning on.

I've replaced the #1 pump and refilled the spa, after turning it on and waiting trough the Priming stage the pumps will not turn on. leaving the jet buttons on or off, I've tried priming the pumps by loosing the discharge...

Master Spas's reply to:

Contact for service is difficult

Hi Jean. We're sorry to hear that you're having trouble. What phone number were you calling? Service will need to be provided by your local retail store, not us here at the factory. You can call them at (920) 727-1700. We'll also reach out to them on your behalf to remind them to contact you. I believe a member of our Customer Service team is also reaching out to you via email for follow-up.
ID
#2670239 Review #2670239 is a subjective opinion of poster.
Preferred solution
I think I need a new pump for the propulsion system or parts. Can you quote me a price I think i can find someone to replace it

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer

A call to the office gets an auto response, leave your number will get back to you. I have a landline, no caller ID if they do not leave a message.

I call back and get the auto response again. Left voice message, no response over a month for serviceooking l

User's recommendation: Looking for service.

Master Spas's reply to:

I was Bullied, Belittled and Abused!!!!

Hi Wendy. We're very sorry to hear that you had a poor experience with your dealer. Unfortunately as they are an independent retail store and a separate company from Master Spas LLC there's not much we can do outside of forwarding your review to them. Any issues with your retail store going forward would need to be handled with their own customer service team. We're really only able to assist in product-related issues as we are the manufacturer of the product, not the store you purchased from. Thank you for your understanding and we hope to hear that you're enjoying your hot tub soon.
ID
#2623153 Review #2623153 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer

Master Spas Company supports their employees to be abusive and bully their customers. Never in my life have I been treated so abusively in any store I have been in. Not only was I bullied and abused but my cousin and son were as well

New Reviewer
Hi Brent. Thank you for reaching out; we appreciate the feedback. We're sorry to hear about your disappointment in SNAPP. The app has been discontinued and we no longer advertise it or promote it. We're also very sorry to hear that you've faced issues when...
View full review
View full review
ID
#2502919 Review #2502919 is a subjective opinion of poster.
Master Spas's reply to:

Should have bought a Jacuzzi hot tub again.

Hi Joe. Thanks for reaching out regarding your experience so far. We’re very sorry to hear that your spa had an issue with the pump. Looking at our records, it appears the replacement pump and the labor was covered by your warranty. The only thing not covered by warranty would be travel cost, which is stated under the “Warranty Registration and Warranty Claim Procedure” section. (Link to a copy of your warranty: https://www.masterspas.com/documents/_warranties/twilight/2019-twilight-limited-warranty.pdf)
As far as the issue with the touchscreen control panel, this is an issue we are aware of and are currently addressing with our supplier. Again, we’re very sorry to hear that you’re not happy with your hot tub. Our corporate Customer Service team is always happy to help. They can be contacted by phone at (800) 860-7727 or by email at customerservice@masterspas.com. We appreciate your honest feedback.
ID
#2476506 Review #2476506 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer

I bought a twilight 7.2 not even two years ago. One of the main motors went out already within the first year.

They came out and fixed it but it cost me $170.

Now the touch pad controls has shorted out from water getting in there.

This, if covered by warranty will probably cost me another $170 for trip and labor charges.

I am not even a little bit impressed with this company.

The videos online say they use the best parts but Im not seeing that at all.

I will be going back to jacuzzi hot tubs again

After this one dies.... which who knows could be in the next year.

I will also be telling all my family and friends to never buy a master spa.

User's recommendation: Do not buy a master spa, you’ll be stuck with endless repair bills.

Master Spas's reply to:

Not Happy !!!

Hi Ann. We're very sorry to hear that your pumps haven't been functioning properly. Our customer service team is more than happy to continue working with you until your spa is back up and running as it should be. Thanks for the feedback.
ID
#2417683 Review #2417683 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

Verified Reviewer
New Reviewer

I think we got a lemon, were going on our third pump. The first one extremely loud and vibrations (out off balance) the second over heated and again loud and lots of vibration.

Plus its seems to be sucking lots energy, our electric bill has doubled since we got it. The third pump is on its way, hopefully it solves the issue.....

User's recommendation: Beware.

Glad I drove 3 hours north to wet test this tub!

I’ll keep this short and sweet: I wet tested 3 tubs at my local Great Escape – 2 Sundance Optima and a Bullfrog A8. Never shopped for a hot tub before so I had no idea what I was looking for; I just knew what I wanted to feel. Found some great resources online about this company and tub, so I thought for the kind of money I was spending I owed it to myself and family to see what the best feels like. So glad I drove 3 hours up north to wet test this guy. Not only does it look great, but the hydrotherapy is wonderful. I really like the master blaster for feet and the captain’s seat is bar-none the best. You won’t be disappointed.
View full review
Testimonial

Master Spas is a paying client of Opinion Corp and utilizes its services to proactively identify and correct customer service issues.

ID
#2338990 Review #2338990 is a subjective opinion of poster.
Location
Elgin, Illinois