Master SpasReviews of masterspas.com

I am happy with the performance of my H2X swim spa and it has served me very well for over 3-years. As with any product, it has had a few issues (bubbles on head rest, cover handle failed, electronic keypad failure) however, Master Spas in Boerne, TX has promptly provided the high-quality service that I expected.

I've had our spa tub for approx 5 years. Every year we had to repair something on this twilight series tub. Very low quality. Not happy with it at all!!

Absolutely terrible experience. We ordered parts for our Master Spa and have been waiting almost half a year with no updates, no delivery, and no resolution. Their customer service is awful — no one responds, no one follows up, and the dealer we worked with has been completely unreliable. We paid for our product and still have nothing to show for it. This company does not take care of their customers and does not stand behind their products. I do NOT recommend Master Spa to anyone. Terrible customer service, terrible dealers — save yourself the headache and buy anything else.

bought a legend spa with salt water in May 2025. It was delivered in June and filled with the salt and other chemicals that they supplied but by day 4, the water was very murky. After hours of conversations with Master Spa SALES DEPT., it was realized that factory sent the wrong spa. I used it for four days not knowing the water was contaminated with no protection. It was also discovered that Master Spas was unable to fulfill salt water spa orders because the company was backordered on certain necessary parts and sales knew this when I placed my order. They knew that a salt water spa wouldn't be available but kept it a secret from me. When it was realized that they delivered the wrong spa, I requested a full refund of $15,568.79. As of Sept 24, I haven't received my refund. This was a material breach of contract which means the contract is null and void. However, Master Spa has refused to refund my money claiming they built me a second one which I did not request. All communication at master spa is verbal. they refuse to put anything in writing. With that said, it's their word against mine. However, when I realized the game they were playing, I made sure to put all communications in writing. Lengthy emails were sent to them, but 4 months later, I still don't have my refund. master spa lied to BBB, telling them I did order a replacement. Master Spas is being a bully and think they can get away with this. I'm an 80 widow who has been taken advantage of.

Terrible exp with Master Spas of WI! Waited for them to fix my hot tub for months!!! Their service dept (Brittany) is rude and non-responsive. I had 2 issues, a leaky jet housing and a leak in a pump. They dragged their feet on getting me a quote on the leaky jet housing. After waiting for over 4 weeks and not hearing from them, I contacted the manufacturer directly and purchased the part and replaced it myself. The second issue, the leaky pump, they quoted me $600 on a new wet end/motor. Turned out it was a bad seal. After months of going back and forth on this, I finally asked them to provide me with the part number for the wet end so I could purchase and replace it myself. To this day I have not received a response from their service department. I found another spa company that diagnosed the problem as a bad seal. They came and pulled the unit. Took it back to their shop to replace the seal, and reinstalled the repaired unit THE NEXT DAY!!! Cost $150 and 48 hrs to repair. As of this writing (8/11/2025) I still have not heard back from Master Spas. Stay away from Master Spas!

Not happy with my Ocho Rios CS model. Jets are in adequate. I told the sales representative I needed one for my back for therapeutic use for back spasms and tight muscles. This is willfully inadequate. It would not buy one again I was misled.

MasterSpa - slow and expensive service I bought a Masterspa Twilight spa for $11.3K in 2019 There have been numerous quality issues from simple ( replace corroded spa pillows) to failure of both the control panel and master circuit board. Each time has been $750 -$1100 per trip and it takes them 2-3 weeks to schedule service. There is only one service provider ( that is how masterspa sets it up), so you get service just like you would from a monopoly provider - slow and expensive.

Bought a Twilight 7.2 spa at a spa show in Eugene, OR over the Memorial Day weekend. Spa was delivered 5/28 and then the controls failed 2 days later. Dealer and sales person that sold spa said, "call Master Spa." Called, (after doing numerous Goole searches for a customer service number). Master Spa said "contact our Eugene, OR repair company." Contacted local repair center. Their tech came out and said the spa needed a new control panel. They ordered the panel. Master Spa said the repair company needed to pay for the part up front even though this was a warranty repair and they are the Master Spa local repair center. After a week of back and forth Master Spa sent the part. When the repair tech was scheduled to come complete the repair it turns out that Master Spa sent the wrong panel (the spa comes with 2 different control panels. Master Spa never asked which one the spa had even though they were given the serial number). The repair center contacted Master Spa and is still waiting to see when the correct panel will be sent. So, almost 1 month all I have is a $13,500.00 spa that I can only look at, I have no idea when or if it will get fixed. P.S. Master Spa customer Service was useless in helping get this resolved.