Saturday, November 7, 2026 · Customer reviews of US businesses
The Fair Hearing score
Excellent
133 reviews
Master Spa Parts, Inc.Select a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Masterspaparts.com has thousands of official Master Spa, Down East Spa, Twilight Spa, and Legacy Spa parts. Your replacement parts are in stock and ready to be shipped. We only ship new authentic replacement parts.Master Spa Parts on line catalog will allow you to quickly find what you're looking for. Every part in our catalog can be easily ordered online via a secure transaction server.
Master Spa Parts, Inc. (masterspaparts.com) has 133 customer reviews on The Fair Hearing, with an average rating of 4.5 out of 5.
Showing 12 reviews with 1 star · Clear filters
Ordered a tub pillow. Item came without the suction cups needed to attach it to the tub. Sent in a return request and was told I would have to pay shipping and a restocking fee. Huh? I was told to take a picture and they would ship out the necessary suction cups. I did this, but was later alerted by support team that they only service Masterspa tubs. There are plenty of competitors out there, save yourself some time and choose one of them.
By Michael P.
We purchased a spa pump from this company. All of the specifications exactly matched our failed pump. The main pictures on the website showed a cord coming out of the pump but not the end of the cord. Since all of the specifications exactly matched, we order the pump. When we received it the pump had a nylon connector on the end of the cord instead of the 3 prong plug in that was on our old pump. When we called to discuss this issue the customer service person (Kevin) would not let us exchange it. Terrible customer service.
By David
Response from Master Spa Parts, Inc.· May 1, 2026
Hello David. We'd like to follow up regarding the comments you left us and to help clarify our policies. At the time you placed your order, you were clearly informed that the pump was a final sale item and not eligible for return. Our website contains multiple prominent disclaimers, along with a required Terms and Conditions acknowledgment that must be accepted before checkout can be completed. By proceeding with your purchase, you confirmed that you understood and agreed to those terms. Additionally, this policy is standard within the industry. Comparable companies maintain similar final sale and non-returnable policies for these types of products. We would be happy to provide examples if necessary. We also have a support staff on hand to help anyone with questions about parts they are ordering. A quick call, online chat, or text to our office could have prevented this from happening.
This Comapny is TERRIBLE and their Customer service is a lie. If they ship the part to you, according to them, it is no longer new and CANNOT be returned. Buyers Beware! Go somewhere else!
By Clint W.
Response from Master Spa Parts, Inc.· May 1, 2026
Hello Clint, We are following up to address several statements you have continued to make and to clarify the facts surrounding your purchase. First, a heater is absolutely considered an electrical piece of equipment. As someone who has worked in the heating and air industry for many years, you should understand that a heater requires electricity and proper voltage in order to operate correctly. Without electrical power, the unit would not function as intended. Second, at the time you placed your order, you were clearly informed that the heater was a final sale item and not eligible for return. Our website contains multiple prominent disclaimers, along with a required Terms and Conditions acknowledgment that must be accepted before checkout can be completed. By proceeding with your purchase, you confirmed that you understood and agreed to those terms. Additionally, this policy is standard within the industry. Comparable companies maintain similar final sale and non-returnable policies for these types of products. We would be happy to provide examples if necessary. We expect future discussions regarding this matter to remain factual and professional. While we understand your frustration, repeatedly misrepresenting the circumstances of your purchase does not change the terms you accepted at the time of sale. We kindly ask that you stop exacerbating the issue and if it continues, we will consider it harassment.
DO NOT PURCHASE ANYTHING FROM MSP!!!! THEY ARE AWFUL! I HAVE SPENT HUNDREDS OF $ WITH THEM AND WHEN THEY SENT ME A POOR LOT OF (4) SPA TEST STRIPS, BECAUSE IT WAS A BIT OVER THE 30 DAY PURCHASE DATE, THEY REFUSED TO HELP IN ANY WAY. I WILL NEVER DO BUSINESS WITH THEM AGAIN.....
By Jill W.
I would love to give them less than one star. I purchased a hot tub cover from them. Turns out, they dont produce them, a third party does. The product was shipped out, but the freight company doesnt have anything smaller than a 53ft semi truck that delivers in my area. Attempt 1. Driver calls me to meet him to get my hot tub at a location other than my house. I work 45 min from my home. I arranged to meet him after I got off work with a friend of mine. Truck wasnt at meeting spot. He didnt answer multiple texts during the day to confirm the time, nor any phone calls. Finally calls me at 6pm after my friend waited, to tell me he got rerouted and wouldnt be meeting. I call master spa parts inc to see about finding a solution to this shipping issue. I am told by their customer serivce, Kevin, that there isnt anything he can do it and it sounds like its my problem. And that hes never heard of such a problem in his 3 years there. I finally get the info about the 3rd party from him and a phone number to call them. I call them. They have to have the PO number from Master spa. Another call to Kevin, who says that this problem does occur after all and that it is usually transferred to a distribution center and shipped out on a smaller truck. HUH, guess i wasnt just making it up after all was I, Kevin? 2 more days pass. Freight company calls me again to try and arrange a meeting with their Semi to get this item that is supposed to be delivered to my home. Great so not delivery, but somewhere near by, come and pick it up myself. They give me a 2 hour window so I notify my wife so she can meet them and they say they will give us an hour heads up for when they are headed our way. The 2 hour window has come and gone, and no phone call. I attempt to call the number that called me from the carrier, Trendtransport. No answer. I call the main line for customer service, no answer. And a full voicemail so i cant even leave a message. I am glad for one thing... Master spa parts inc has shown their true willingness to serve their customers and it is truly, NOT THEIR PROBLEM. So i will not order any more parts from them and I will encourage everyone else to pass on them as well.
By Wesley Y.
This is our 4th or so, control panel replacement. Our first controller went out within the warranty period, but since then, we've had to dish our several hundred dollars every time this controller goes out. I wish Master Spa knew how to build a controller that would last for 10 years. Either that or lower the controller replacement cost by 80%, at least then I wouldn't feel getting robbed by Master Spas every time I have to order one.
By A concerned C.
Response from Master Spa Parts, Inc.· Aug 14, 2025
We are not the manufacturer Master Spas; we just supply replacement parts and filters.
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. 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. Stay away from Master Spas!
By Jacquie L.
Response from Master Spa Parts, Inc.· Jul 30, 2025
This review was left for the wrong company. We are Master Spa Parts and do not repair hot tubs; we only sell replacement parts online.
Master Spa Parts sold me a spa cover almost 2 years ago advertising a 3-year warranty. When the cover started cracking after normal use, MSP began denying warranty service all the way up to the top (president Keith Hueffner). Their reason? It was missing a tag (a violation of federal law)! Despite clear statements on its website that it provides its own warranty, it blamed the manufacturer for refusing to cover the deterioration. The company has spent hours at a greater cost to itself vs. the comparatively low cost of just honoring the "exceptional customer service" it advertises and sending me a replacement skin. This kind of behavior usually indicates ego is involved, because it isn't a good business decision at all. Buyer beware - this company resists warranty issues!
By Jeff K.
