Consumer Watch Questions Answered

Yes. All new Master Spas hot tubs sold at events are currently in production and come with our standard, factory-backed warranty. But, to clarify, our hot tubs and spas aren't just "manufactured," they're Master Crafted—for quality, reliability, performance and innovation. So it's no surprise that, for ten years and counting, Consumers Digest has recognized our products (including the Michael Phelps Legend Series LSX 800 and the Twilight Series TS 8.2) with a coveted "Best Buy" award in the premium hot tub category. If you're interested in learning more about the manufacturing process, we encourage you to review this video for a behind-the-scenes tour of our production facility in Fort Wayne, Indiana.

Yes. In a crowded hot tub market, most people notice that there's something different about Master Spas that's hard to define but easy to recognize: we treat our customers like family. At Master Spas, we never just sell you a hot tub or swim spa and send you on your way. When you get a Master Spas, you're getting the full support of our nationwide network of independent dealers and contract service centers. In addition, we offer a plethora of resources on our website to support you in your hot tub or swim spa ownership, including how-to video tutorials, backyard design ideas, FAQs, a quick start guide, owner's manuals, troubleshooting and maintenance guides.

We are dedicated to providing our customers with the best service, the best prices and the best products—even after the sale. But don't just take our word for it: let our TradeCertified™ status assure you that you have selected a reputable hot tub manufacturer. SpaRetailer magazine, an impartial, authoritative voice in the hot tub and swim spa industry, has awarded Master Spas TradeCertified™ status based on independent, audited criteria related to sales, service, operations and customer satisfaction for ten years in a row. Or, to hear from satisfied Master Spas hot tub or swim spa owners, we invite you to read verified consumer reviews on our website. Each hot tub model page has a rating as well as reviews. And for inspiration, take a look at some of the awesome photos customers have submitted on our Facebook page.

Yes. As a recipient of the BBB Torch Awards for Marketplace Ethics, which celebrates honorees who generate a high level of trust among their team members, their customers and their communities, Master Spas takes our commitment to customers seriously. Our Customer Care business hours are Monday-Thursday 7am - 5pm and Friday 8am - 12pm EST. For assistance outside of the provided time frame, you can complete our Service Request Form, and we will contact you the next business day. Or, for immediate assistance, we encourage you to contact your local dealer, who has been approved to sell Master Spas products due, in part, to their shared dedication to offering exceptional customer service.

Master Spas warranty includes parts during the warranty period. In the event that replacement parts are needed outside of the warranty period, parts are available for purchase through any Master Spas dealer. Click here to learn more about our various warranties or locate a specific product warranty.

Yes. We stand behind our quality and prove it by offering our exclusive Master Advantage Warranty, which has made us an industry leader in warranty coverage. Dealers are required to provide warranty service in every expo market on all Master Spas hot tubs and swim spas. We have as many as 40,000 hot tubs and swim spas under warranty at any given moment, all while maintaining an A+ rating from the Better Business Bureau. In addition, your dealer offers prompt troubleshooting by phone or on-site warranty service by appointment. Click here to learn more about our various warranties, including extended warranties, or to locate a specific product warranty.

While specific instructions pertaining to the hot tub or swim spa you purchased may vary (and can be found within the warranty document for the spa model), the general process for repairing a product under warranty is as follows:

1. To ensure prompt service, the original retail purchaser should register their spa purchase within ten days of the date of original retail purchase. Failure to register does not void this limited warranty, but upon any warranty claim, proof of retail purchase will be required, which can delay the process.


2. Notify your dealer of the issue. If the owner has any issue receiving timely service, they should contact Master Spas customer service department via the website using the Service Request Form, via email at customercare@masterspas.com or by calling 800-860-7727.


3. Upon notice of the warranty claim, the dealer or an approved service center representative will arrange inspection of the spa with the customer in order to identify the issue, confirm warranty coverage and perform or schedule the repair.

For malfunctions or defects covered under the warranty, Master Spas, through the dealer or approved service center, will repair or replace the covered component. Master Spas will cover the cost of all warranty-protected parts and the labor required to install them.

In the event that a spa replacement is required, as detailed in the applicable product warranty, the replacement spa will carry the balance of the original spa warranty from the original retail purchase date.

Together, Master Spas and your dealer will assist you through the warranty process, should a reason arise. You can submit warranty claims to your local dealer or Master Spas via the website using the Service Request Form, via email at customercare@masterspas.com or by calling 800-860-7727.

Customer Service can be reached by calling 800-860-7727 or via email at customercare@masterspas.com. You can obtain dealer contact information using the Dealer Locator.

Master Spas dealers are located worldwide. Dealers who host Hot Tub Expos are firmly rooted in the communities they serve and offer warranty service in every market where an event is held.

Master Spas dealers purchase the products from Master Spas to resell in their dealerships and at hot tub shows, expos and even community events such as fairs. The relationship between Master Spas and its dealers is very similar to that of car or boat manufacturers and the dealers that sell vehicles and boats to consumers.

All dealers who sell Master Spas products share the same dedication and commitment to providing their customers with quality products and exceptional customer service. However, it is important to keep in mind that all dealers of Master Spas' products are independent businesses and may offer products or services that are not affiliated with Master Spas. If you have any questions about the origin of the product or service you are purchasing, please check our website www.masterspas.com or call customer service at 800-860-7727.

Dealers are only permitted to host shows and expos or participate in events that are within their assigned area of responsibility, which is limited to the country in which they are a citizen. As independent businesses, dealers are responsible for ensuring that they follow all applicable state, federal and international employment laws.