I share similar experiences with both the spa and the dealer we bought from at a spa sale at Fredericksburg fairgrounds. Bad companies attract bad dealers. The product falls apart fast. The replacement parts are overpriced considering they don't last as long as the original. The Master Blaster lasted 11 months. The first replacement lasted 7 months. The second replacement can't be had because it's not in stock. It seems so many people have said online they frequently replace this part so the company can't keep up with demand. For anyone who doesn't know, this is the jet that is suppose to give the umpf to all the other jets. They still work, but not as relaxing. If Masterspa was a good business, they would stand by their product and either replace or refund, without penalty to me. If it had been 3 or more years, I would understand. But it started in the first few months. And the dealer wanted to charge me $245 an hour for travel because he's 2 hours away, and that's not covered by warranty. read more

Scammers beware! Take a pic of serial number when you purchase and ask for everything in witting as they are pretty slimy. Promises not kept and they often sell seconds and floor models. read more

We bought a 2022 model Clarity Balance 8 brand new. In the first week continued through the first six months they had to make 5 warranty repairs. Grommets missing from the cover, the lift shock broke, the exterior lighting didn't work (this took them 5 attempts to finally fix), the top panel control failed. The studs that hold the headrests fall out. Things not fixed: the waterfall control isn't installed completely in the shell, I assume it will pop out someday. The exterior cabinet panels screw in place with tamper resistant screws. But the drain is behind the panel and removal is quite cumbersome every six months. The filters are really expensive and are much more difficult to clean than the sales people will tell you. The top is ripping near the handle where you lift it up. This tub was very poorly built, things don't line up well. I'll probably never buy another MasterSpa. read more

My experience with Master Spas has been unbelievably bad. The customer service is dismal. I bought a hot tub from them at the Indiana State Fair. I DO NOT recommend doing that. From what I can tell, I was duped by a "loaner" sales guy, who sold me a hot tub that was already sold to somebody else. He called me days later to tell me they could sell me the same model, but a different liner color. Like a dummy, I accepted that, and set up delivery. But when they got here to deliver the tub, I learned that the sales guy had set completely wrong expectations for delivery with me. So they couldn't actually deliver the tub. After days of trying to get those issues sorted (it took days because they don't answer the phone or call back right away), I finally got it sorted and got the tub delivered today. However, I have now learned that either the original order was wrong or they didn't order me the correct replacement hot tub, because now there is a hot tub here, on my porch, but I can't use it. It has the wrong electrical requirements based on the sales agreement. The delivery team could clearly see that, but they said nothing to me while they were here. I only discovered it after trying to track down instruction manuals online. I need someone from this company to call me back and help make this right. read more

After reading all these reviews, I'm so happy that I've NOT chosen to spend my $10,000.+ hot tub budget with these folks. I was thinking that with the company being midwestern and only 150 miles from our place in Cincinnati, that I'd be able to count on them for high quality and reliable service. But WOW, clearly not the case. These are, taken as a collection, some of the worst reviews I've ever read on Yelp. Furthermore I submitted my personal info to them online in June 2023 for a local dealer and if you can possibly believe this (I still can't), I received an email and a phone call from some guy who is a rep for a hot tub store in Port St. Lucie, FL!!! Ummmm I'll pass..... he said his store is the closest dealer to me in greater Cincinnati, which is about 1,100 miles from me. LOLOL Y'all are a bad joke. read more

I had Tristan and Logan from Master Spa over fixing my spa! Great job guys! thanks for battling the cold and getting it up and running.

My wife and I have both had back surgery, she is also a cancer survivor. I am a Marine with 23 surgeries to date. Our 8 person hot tub is a dream. After almost 4 years, our face plate panel blitzed out. Master Spas, Shane, and their service team with over 20 years experience came to our aid quickly, efficiently, and politely. Very impressed! This company has always been straight up and honest. They work for you. Thank you for the comfort my family has! Oorah Ric & Bev Geist read more

Love the master spas hot tub we had at our home in Elkhorn nebraska! Unfortunately we had a terrible experience with their distributor in Fort Collins, Co aqua spas and will move on to a more customer friendly company who backs their products. See my review on aqua spas Fort Collins for the full review. read more

Horrible customer service and defective and unsafe swim spa. The salesman TIM OLIPHANT was friendly, professional, and quick to answer my calls until after he collected my $20,000 deposit. Then he was impossible to get a hold of. Furthermore, the information he did provide was inaccurate and even some straight lies. It was delivered nearly a year later, as expected, but in all that time he forgot to order my cover and did not send me steps. So I waited another month, meanwhile the swim spa got full of rain water and was filthy even though I did my best to cover it. To add insult to injury he ordered the wrong cover. When I could not get a hold of Tim, I was directed to the Customer Service Manager, DALLAS ERICKSON, who was almost as difficult to contact and as unhelpful as Tim. In the end I never got the correct cover or any steps. Three months later one of the pipes started leaking all over the electrical while the spa continued to operate, so I shut off the main power source. I had tightened the piping in January and there were no leaks after filling the swim spa. So I got in touch with the customer service agent JOHN DRAKE to ask them to have someone come out and repair the pipe, he said it's not covered under warranty, but completely safe for me to run the power again and swim in. His supervisor JUSTIN GINDER reiterated what John said and has yet to reply to my last e-mail. I spent $40,000 and this swim spa has been nothing but a nightmare, what a disappointment and waste of money. read more

spent over 20,000 on a spa last year from Southeast spas Inc. manager Todd ILHARREGUY sales manager located at 4260 Cleveland Ave., Fort Meyers our spa has had nothing but problems since we bought it everyone of our adjusters for the Jets are broken in there today after just getting out of surgery in the hospital. Took all my energy to go in. The guy said don't come in here with a fucking attitude you fucking asshole get the fuck out of here. I got these things we spent 20 something thousand dollars last year and everything breaks on the spa . your ass Cibt you want me to kick your fucking ass I've never been so distraught in my life. I explained you punch me. I just had back surgery. I'm gonna own this place triple back surgery took all my energy to go in there to try to order these parts and I was told to get the fuck out of his store and get my attitude, my fucking attitude out, unbelievable how unprofessional this is I would not recommend this to anybody or a master spa. I think we're gonna end up suing them real piece of work these ! I cannot believe I was threatened to get my ass kicked when I walked in there and asked can I get these the spot keeps breaking down we've had a new engine in it put in already the covers already bad and all the parts we can't control any of the jets because they're all broken and I get threatened to have my ass kicked and thrown out the front door. He grabbed my arm and I pulled back and he was gonna punch me and I said I had just had surgery man two weeks ago if you threaten me or punch me again I will sue you then he said he had everything on his camera go great. I'm sure glad you have everything on camera. ! read more

Found these folks to be super helpful! I have a Swim spa from 2014, they have always been amazingly supportive!

My swimspa masterspa shot 750 gallons of water on my wood ceiling the room it was in! I have no idea how it happen! I had it the first year and the deverter flew off when I was in it and it almost hit me! If it would of hit me I would of been knock out! I called them and they didn't care! Found out later the deverter cap was made weak! read more

I bought a Twilight 7.25 spa about 3 years ago and I have replaced the top control panel, the O3 unit and line, the secondary pump. The skirt panel is deteriorating along with the headrests. Customer service refused to help me but my local dealer has tried to intervene with little luck. I would recommend looking at other spas that have a better service history and better customer service read more

My husband and I were recently looking for a hot tub. The salesman was very informative, patient, and answered all of our questions. He gave us time to think about it and DID NOT push us into a bigger spa than we wanted. It was a pleasant shopping experience. read more

Our new master spa hot tub was just delivered and we filled it up with water the next day. Pump 1 doesn't work and the heater isnt either. Called customer service and they closed at noon same as their service department. They suggested buying a water trough heater and ceramic space heater to prevent freezing since they could not look at it until the following week, amazing!! We spent over $15,000 on their top of the line tub and it doesn't work. In addition they have very poor customer service. BEWARE before buying.... read more

The spa my wife and I purchased is wonderful and fills our needs and we use it regularly. The salesman (Paul Dempsey) was very informative and helped us through the purchase process comfortably. My problem is that now I own the spa it is virtually impossible to find anywhere to get replacement filters or interior Eco Cartridges. It seems to me that they would make it so even an old guy like me could go on their website and click a button, fill out my spa particulars and know how to get the parts I need. No, it's not that way and I just spent a half hour in the queue ( in position 1) waiting for someone to respond with what I need. All in all the spa is great, customer service is not lacking, it's non-existent from my experience. read more

I bought a home in Fort Wayne, IN, the home of Master Spas. Apparently in this town you only call Master Spas directly for service. I have had to call twice. Both times outside temperatures have been below freezing. Both times there has been no urgency on their part to get service to my house. I am worried that the spa will freeze and cause irreparable damage. They very much have an "oh well, whatever" attitude. I miss my Hot Springs spa and the local service it came with. P.S. At least they are friendly about it. read more

We purchased a spa from Master Spa three years ago. Up until about 4 months ago we were very happy with our purchase and mostly with the service. 4 months ago the tread started coming off the steps. It wasn't time to drain the spa yet so I didn't contact customer service. A month ago I contacted them and was given quite the runaround with customer service. The gentleman, Kirk, accused us of dragging something over the tread and it was our negligence that they were coming unglued and shredding around the edges. We literally have black pieces floating in our spa. Finally he admitted our warranty expired in August for the treads. After going above his head we were offered a very strict 50% off the treads. This would have been $400 half of the $800 they originally cost. We declined their offer because we did not think we should have to pay that. Currently we are having to drain the spa and clean up all the black flakes from the walls of the spa not to mention taking off all the treads. DO NOT BUY A so from them!! They didn't even send anyone out to look at it just went by pictures! read more

What total scammers! I just went to their "huge show" in Rhinebeck NY. Master Spas advertised an over stock of spas and hot tubs "all needed to go"... well I got to the show 15 minutes into day one, and all but 2 hot tubs were marked sold. Hmm... the show was only open for 15 minutes on the first day of a three day show and they were almost all sold??? I think not. When I finally had an employee speak with me (Robert Sarbone) he turned out to be just a typical used car salesman. He kept bragging about himself, stating he was such an expert all while taking personal texts on his cell phone. After his "I'm so great speech" he told us they did not have the swim spa we wanted until next year! That's correct, he was trying to sell us a swim spa 12 months in advance by having us put down 30% (approximately 8,500 dollars). What a total joke! You say all must go in your ads yet you have no products until 2022??? To top it off many questions asked went unanswered. What are the permit requirements for a swim spa? What type of base material do you recommend? And how big should the platform be for an 8x15 unit be? All went unanswered, as he quickly changed the subject. Literally the second I made it known we would need to think about purchasing the swim spa Robert said "oh your not buying today?" Followed immediately by him telling another woman he was there to help her. What a jerk move to do! The swim spa cost 28k, not 28 dollars. You cannot expect people to say "take my money for a product you won't even have until next year". I drove an hour to get to this show and I'm really disappointed I wasted my time and gas. Total shadyness... from the "sold" signs to the salesman. read more

BUYERS BEWARE!!! I'am two time spa owner, bought mine at spa show(big mistake) warranty sounded great, financing easy and quick install...I was happy until spa needed little things...Filters are expensive as heck as is the echocharge filter.....$96 every 4-6 months...Motor finally went out, masterspa price $400+ that's without installation, then flow problems known to be with Masterspa spas, jets kicking off and then losing power....Circuit board $497 and possibly the top control $297....not counting the installation from a masterspa servicer.....BUYERS do you homework, find out where your nearest Masterspa servicer is, there are not many in my area...nearest one is 1/1/2 HR away...total of 3 hrs.....not even sure how much they will charge me??? BUY LOCAL if you can, local spa dealer even says that they are a nightmare to work on. There are masterspa parts online that are cheaper, but you will have to do your homework....Masterspa parts are thru the roof$$$$. Never Again read more

My husband and I purchased a Twilight Master Spa hot tub in march of 2018. The hot tub was installed on May 24,2018. My husband then was diagnosed with two different types of cancer, eventually losing his battle with this disease and passed away in November of 2019. I tell you this only because my husband wanted me to have this hot tub because of his great love and care for me, since I have fibromyalgia. I have had to care for the hot tub solely on my own and have been so frustrated as I have had nothing but problems with this hot tub. This jets directing the spray have continued to pop out and have to be repeatedly replaced. I have also had at least 2 major leaks in the plumbing system, that I have had to have repaired, also paying a $150. Trip charge each time they came out. Now one of the pumps has gone out. Again the dealer, service department is asking me to pay a trip charge to come out and repair it. I don't understand how this can be fair, when it's a warranty issue. I'm so frustrated that my husband and I paid over $10,000 for this piece of junk! And its less than 3 years old and having so many issues! I contacted Master Spas in Indiana and they said that it could just be repaired. I asked about a whole new tub because of the repeated issues that I'm having. The representative said that wasn't possible, it was covered only for the parts and labor. So now to have the issue repaired, I have to pay out of pocket again another trip charge. How many more things do I have to deal with? I just feel like they should stand by their product and make this right. I WOULD NOT PURCHASE A MASTER SPA HOT TUB! They do not stand behind their products! I wonder if Michael Phelps knows what a horrible company they are? read more

Greg at the Springfield, Mo "hot tub expo" was just terrible. I came prepared to buy a hot tub had my checkbook in hand ready to write one and was told that wasn't a possibility that I could only finance one then pay them for the 12 months. On top of that they had 5 options to choose from, I wouldn't call that a blow out sale. read more

My daughter just purchased a brand new Michael Phelps hot tub for 12 grand. It was supposed to be delivered at the end of September and didn't arrive until October 31st. 3 days later we had an electrician hook up the wiring after being told by the delivery people that it needed additional electrical work (it did not) only to discover that it leaked severely from the bottom of the hot tub itself. It's obviously a defective tub and when we called to let them know they said they couldn't help we had to check the warranty. BS!!!! This isn't a warranty issue! This is a defective spa! They'll either make good on the spa or they'll get sued! read more

Went to a Spa Expo show in Stafford Tx. Purchases a Spa using their financing. Immediately after the purchase I had buyers remorse. (Just had an uneasy feeling about the employees working at the Expo) I sent the "right to cancel" form to Master Spa the very next morning. 3wks later I received a bill. So, I called Master Spa to verify the cancellation. The friendly office manager named Kelsey ( office in Spring Tx) confirmed the cancellation and said she would RESUBMIT the cancellation to the credit card co. that same day for me. I got ANOTHER bill and collections phone calls had started. Master Spa wasn't answering or returning my calls at this point. The Credit Resolution Dept. with the Credit Card Co. emailed Master Spa on my behalf. Master Spa sent the refund request to the credit card company within a few hours of the email being sent to them. I hate to think what the customer service would have been like if I hadn't canceled and needed supplies or service assistance. Btw the office in Spring Tx does use the parent co. name of Master Spa. Do your research and BUYER BEWARE! read more

Stay away! Many Problems! Almost $10,000 spa, not even 2 years old, has the touch pad controller fail. No response from it, can't control or do anything with the spa at all. Worse, because I just bought a home that has the spa as part of the home, Master Spa won't honor the warranty. Totally ridiculous that a company that big won't stand behind their product at all. Not even two years old and minimal use. Total bs from a billion $$ corporation. So - beware - their stuff fails and they won't stand behind it if you aren't the first owner. Also - their customer service was somewhat rude and completely unhelpful. They basically said screw you, we aren't helping you with their own failed product. Don't choose Master Spa, they don't stand behind their products. read more

Their service is unreliable. Scheduled to have my spa serviced because of a leak and they canceled on me and had to reschedule. Serviceman was nice however. He couldn't fix the hot tub by himself. I specifically told the service manager that it would need to be listed on its side to get to the leak that was underneath. I am now on my 3rd reschedule to get it worked on..2 WEEKS AWAY. save yourself the headache and go somewhere else ri better service and better quality of spas. In addition to this. I have had to replace all 3 pumps . read more

We purchased our spa in 2019 from Master Spas during a State Fair visit. We absolutely love this spa. We had only one issue with it not heating properly about a year into having it. We called out Master Spas to check it. The service technician was ABSOLUTELY amazing! He at the time could not figure why it was not heating properly so he replaced the heating unit. Well a couple days later, the same thing happened. We called them back out and the same technician came which always help having the same person come out. He reset the entire unit and we have been extremely happy every since. We visited several in town spa dealer and we were told not to use Master Spas because they were not local. We could not have chosen a better deal and I highly recommend them. So professional and so kind, I could not have ask for better service from day one with Shane Fessenden during the purchase to our repair needs. Thank you Master Spas!! read more

Terrible sales tactics and no returns Went to a blow out event in Ancaster Ontario Canada and spoke with a sales rep who we have since found out either had no idea what he was talking about or intentionally lied Told us.. -10 year warranty on shell and 2 years all parts labour...... found out later its 5 and 1 year -only need to change water 1 time a year.... found out its 2 times a year at minimum -no chemicals needed and no smell do to "patent pending" filter..... found out needs all the regular chemicals any other tub does and does have the strong smell, also cannot switch it to bromine for no smell as their filter is not compatible with it -did not tell us it does not provide heat when in high speed with jets on..... so it cools down about 10 degrees an hour and its not even winter yet -built pad to size in flyer yet when tub came it is smaller than whats listed so now i have an odd sized pad -no support for pad requirements... (speak to a landscaper) was their answer -was not told there was a setup fee for financing.... so charged me $100 I was unaware of -told by company it would heat on high if converted to 220 then told by different rep it wont..... horrible sales tactics no returns no satisfaction guarantee useless customer service department Basically have a paper weight in my backyard read more

Thank You Master Spas! Your customer service and kindness needs recognition. Since I have had my swim spa, you have gone above and beyond with helping me maintain and doing the right thing by covering what is needed under warranty without hesitation. You have come from Fort Wayne to Dayton everytime. Everyone from sales to technicians to delivery has been outstanding. I have the spa for my lower back which my doctor had written for since I use swimming for exercise and had so much success with water therapy when I was in a wheelchair and could not walk. I was able to get back to my profession and can continue to work well with being able to swim and do exercises regular on my night shift schedule. My spa broke on Friday after the rain storm on Thursday, and the salesperson communicated with me about what to do to protect spa until they could get someone out this week. They came out today from Fort Wayne to help get the spa back and running during all this National Emergency so that I can continue my therapy and my exercises since there is no pools or rec centers open!! Thank You Again!! read more