What Their Customers Are Saying

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

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Master Spas's reply to:

Ozone question

Hello David Thank you for reaching out to us. You should be receiving an email shortly to assist you better.
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ID
#3824607 Review #3824607 is a subjective opinion of poster.
Master Spas's reply to:

Post Sales Support

Thank you for your feedback. Unfortunately, Master Spas does not manage the "Master Spas Owners Facebook Group." Michael Lahay is an independent dealer who volunteers to assist the members. We have a Master Spas Employee on the page who would be glad to help you; you...
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ID
#3705609 Review #3705609 is a subjective opinion of poster.
Location
Valparaiso, Indiana

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

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New Reviewer
Master Spas's reply to:

Terrible service

Good afternoon, Jane. We apologize for the inconvenience this may have caused. I gathered all your information and we'll follow up with the local retail and service team to review and help ensure you get some proper follow-up and scheduling for service. If you have...
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ID
#3657088 Review #3657088 is a subjective opinion of poster.
Location
Zionsville, Indiana
Master Spas's reply to:

Still waiting for our new spa to actually work

Good afternoon, William
We appreciate your feedback and regret the frustrations as getting to know the product and the wiring options. The 120V models offer individuals the capabilities of having a spa in situations where they can’t bring out 240V. 120V, 15A models, no matter the brand, do have reduced heating and performance to stay within 120V outlet capabilities verse that of a spa on 240V, 50A electrical. Although we cannot speak for what may or may not have been discussed at the time of sale or up to delivery with the independent retailer and yourself regarding the features and performance your spa, we do want you to have a good experience with our products and regret to see the frustrations. We will look to reach out to your retailer as well to review your message so that they can also look at how the experience could have been improved. We do offer details in our manuals about factory configured electrical as well as conversion to 240V, 50A service for any factory configured 120V units. It sounds like the spa has been converted and wired to 240V electrical for the increased heating performance that you were looking for and the spa is operating for you. If you have any other questions on operation or support needs, our customer support team is happy to assist and can be reached at customerservice@masterspas.com or (800) 860-7727.
ID
#3585329 Review #3585329 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

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New Reviewer
Master Spas - Still waiting for our new spa to actually work
Update by user Jun 16, 2022

UPDATE -- Well, after FOUR service calls, they finally got the spa to work right. It heats up now.

Of course, I had to wire it 220V on its own circuit and THAT cost me $2,175. The dealer did pay $500 of that but I was still out an additional $1,675 to finally get this thing running well.

They should've been a LOT more clear about how the plug in models work in the real world (not great) and then I could've made the decision to either wire it on its own circuit at install OR probably would've purchased a unit from a different company. I'm very sorry I chose to do business with this company.

Original review posted by user May 17, 2022

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:

Wish I went with any other company

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

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New Reviewer
Master Spas's reply to:

Very Poor Customer Service

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...
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ID
#3406325 Review #3406325 is a subjective opinion of poster.
Service
Master Spas Customer Care

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Master Spas's reply to:

Horrible experience and dirty spa!

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,...
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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.

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New Reviewer
Master Spas's reply to:

Poor customer service from Dallas Erickson and Master Spa.

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.
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ID
#3359525 Review #3359525 is a subjective opinion of poster.
Location
Vallejo, California
Service
Master Spas Customer Care

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New Reviewer
Master Spas's reply to:

Lack of communication and customer service

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 —...
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ID
#3194646 Review #3194646 is a subjective opinion of poster.
Location
Anacortes, Washington

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

How do I get rid of the sandy feeling on the inside of the hot tub?

I emptied and cleaned my hot tub, filled it up and put chemicals in it. When i got in it later, the inside area feels like sand particals around the whole inside. I'm thinking I put too much of some granual chemical in? It has...

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

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New Reviewer
Master Spas's reply to:

Dealers that only care about taking your money!!!!!!

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...
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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.

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New Reviewer
Master Spas's reply to:

Poor Quality - horrible customer service

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...
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ID
#2683841 Review #2683841 is a subjective opinion of poster.
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
Master Spas's reply to:

9-months later and my Michael Phelps Swim Spa is still not working

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...
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ID
#2502919 Review #2502919 is a subjective opinion of poster.