What Their Customers Are Saying

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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.
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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.
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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.
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Master Spas's reply to: Master Spas - Customer service

We very much regret your experience! This is not something we wish to see happen with any of our products - it seems that most of your issues stem from the follow up of the servicer and delivery team who was servicing your case. They are their own individual business and we regret that your issues strung on so long we can look into making sure they are aware of the complaint. We will send a personal email directly to you as well- however in future our main worldwide customer service phone line is 1-800-860-7727 to ensure you are followed up with properly in any situation.
author's review
Home M Zkt
#4631561 
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Customer service

3.1

Our spa was delivered 3rd quarter of 2020. Today May 30, 2023 we just got our acrylic repaired that was damaged by the delivers of the Master Spa.

It took several calls and texts over the years to get them to follow through. I have asked several times for a benefit in response to the inconvenience and it gets ignored every time by the local reps.

Also we asked what would be needed to placed under the spa and bought a prefabricated mat that was recommended.

Well after the spa was delivered and filled with water, the water levels were uneven. So we had to get someone to level the gravel under the mat which we asked about and no one told us until after the spa was set up.

For such a costly investment better customer service would be beneficial.

I just tried to call customer service as was recommended by the acrylic repair guy today and no answer.

Thanks for reading.

Preferred solution: Free filters, apology, better service

User's recommendation: Check the customer service options in your area before purchasing.

1
Anonymous
map-marker Albany, New York
#4576565 
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Cliff was great! So helpful and patient.

5.0
Couldnt access the drain in order to drain the tub. Cliff was so helpful. Although we still couldnt get it to work..
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User's recommendation: Master Spa is the best

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Helpful

Master Spas's reply to: Swimspa cover Trainer 15D

Hi Debbie, if your cover is a Master Spas cover it would have a warranty and care information that would have shipped with the accessory- you will need to provide date of purchase or a receipt, if you do not have this please reach out to your dealership. Warranty processes will also begin by sending photos such as these to your dealership to attempt to file a claim to see if a condition that qualifies. If you are unsure how to contact the dealership or still need help you can reach out to us for assistance at support@masterspas.com or calling 1-800-860-7727 for further assistance.
author's review
Debbie A Pau

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
#4534290 
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Swimspa cover Trainer 15D

2.0
Master Spas - Swimspa cover Trainer 15D
Master Spas - Swimspa cover Trainer 15D

Hi! My cover is falling apart after under 2 years.

Is there any warranty? Completely waterlogged and ripped at the seams.

Preferred solution: Replacement Cover

Helpful

Master Spas's reply to: Master Spas - MASTER SPA IS NOT ACCOUNTIBLE OR TRANSPARENT WITH THEIR CUSTOMERS

Thank you for taking the time to contact us and leave us feedback. We do apologize for the issues you have encountered. Our records indicate that the spa was purchased through an independent dealer similar to ours. We have forwarded your concerns and feedback to the dealer that sold you the spa. Our teammates are working on getting the issue resolved, but if you want a refund on your spa, as mentioned by our team, you would need to contact the independent dealer that sold you the spa.
author's review
JAMES W Wxw
#4162920 
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MASTER SPA IS NOT ACCOUNTIBLE OR TRANSPARENT WITH THEIR CUSTOMERS

1.8

Mr. Cliff Louthan and Master Spa: We purchased a brand new Bar Harbor SE Spa on 8/13/22 from Master Spa.

Today is November 10, 2022. We could not use the spa because it was leaking. We have been filling the hot tub every time it drains out, and didn't know why. Several of the knobs kept falling off.

Mr. Erickson walked me through several issues we had with the spa early on. To answer your question, NO! we do not want Cascade Spa to repair the leaking spa.

We are consumers and we paid for a brand new Bar Harbor SE Spa. Therefore, it is only fair that Master Spa sends us a brand new Bar Harbor SE Spa, or we request a refund. We lost faith in Master Spa and the spa that was purchased in the Expo Showroom. We paid Master Spa full price for the demo.

$9454.69.

We have been advocating for Master Spas to be professional, accountable, and transparent. It's going on 90 days, and you want us to wait until someone orders the part and then come out and replace the defective part on a brand new Bar Harbor SE Spa.

No, it is not acceptable for you to repair the defective part. You have two choices give us our money back, or send us a brand new Bar Harbor SE Spa, and replace the malfunctioned spa. As you can see in this email, we're under great duress from investing our money into a big-ticket item that is defective.

We are angry. cc: Consumer Financial Protection Bureau

Loss:
$10

Preferred solution: Full refund

User's recommendation: BECAREFUL BEFORE YOU PURCHASE MASTER SPA

Helpful

Master Spas's reply to: P:oor Customer Service

Thank you for taking the time to leave us feedback. We do apologize for the inconvenience you encountered. Our phone system was down yesterday, and we are working on getting it back and running today; please contact us again by email at support@masterspas.com, and we will gladly assist.
author's review
GORDON W Bft
#4149696 
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P:oor Customer Service

1.0

I find it remarkable that for a nation-wide company that there is no way a consumer can reach anyone to discuss problems with their unit. Today for instance, I have tried the corporate office number and a customer service number 6 times -- not only has no one answered, but at the customer service number, the call is terminated while allegedly being "transferred!" Unfortunately, I must rate the customer service as lacking!!

Preferred solution: Service technicians who can be contacted and work with my issues!

User's recommendation: Think teice berfore buying and make sure that you have a good, working contact number for service!!

Helpful

Master Spas's reply to: Resolved: New swim spa’s heater broken & not fixed for 2 months

We apologize for the inconvenience that you have encountered. Please email us at support@masterspas.com with your spa serial number to further look into your case.
author's review
Resolved
Dhanya Qcy

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
#4140525 
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Resolved: New swim spa’s heater broken & not fixed for 2 months

Updated by user Nov 17, 2022

Issue was fixed today! Thank you.

Original review Nov 12, 2022

We took delivery of a Challenger 18D swim spa in mid-late Feb 2022. In mid-late Sept 2022 the heater broke (2 months ago).

Its still not fixed despite several attempts by Master Spas tech support.

Water temp now in the 70s & air temps are freezing. We live in Indiana.

Preferred solution: I would like our swim spa repaired asap before the water freezes. It’s been out of commission for 2 months.

User's recommendation: Spotty, worrying warranty service.

Helpful

Master Spas's reply to: Master Spas - Ozone question

Hello David
Thank you for reaching out to us. You should be receiving an email shortly to assist you better.
author's review
David R Hfa

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 | map-marker Westerville, Ohio