Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/14/24 We ordered a Spa Shade. It was delivered on 9/20/24 by the owner **** ***** and his techs put it together. It has never worked as intended. It is an umbrella shade that has wheels to be able to move around and a crank to open the umbrella. I had opened and moved around the sample shade on the showroom floor with ease.On 9/20 **** left his delivery techs at my home to finish setting up my new spa and asked them to setup the umbrella. They told him they had never setup up one before and he told them there are instructions in the ****** took 3 of them to understand the instructions and then umbrella was up. When I went to test it I showed them it did not move and the crank was not working correctly. They tried to fix it and then said they will tell Coastal Spa to have someone come out to fix. I never heard back from Coastal Spa. I had to contact them and they scheduled ****** to look at the shade.****** came out and tried to fix it. He took video of the issues and said he would go back to the showroom to see how that one is setup and come back. We scheduled a date. He did not show up. When I called Coastal Spa we were not on the schedule for ******. Instead they sent out ** late in the afternoon and he thought he was coming to clean my spa and did not know anything about the Shade. He said he was not able to do anything with the shade.While ** was here we called the showroom and spoke to ********. Explained the whole story and she said she would have someone get back to us. We had been communicating will Bill vis his cell phone and through text. We told him the Shade is defective and want to return it. He said there is a no return policy and then stopped replying in November. We received a call from a new employee named ******* who knew nothing about this issue. We ask what they are going to do about selling us a defective product. He said he would discuss with **** and contact us. We have still not received a resolution.

  

  Business Response

  Date: 02/10/2025

  Dear Mrs. *********** want to sincerely apologize for the lack of communication regarding the issue with your spa shade. We understand how frustrating it must be, and we deeply regret that we havent been more proactive in addressing your concerns.
  Please rest assured that we are committed to resolving this matter as quickly as possible. We have arranged for our Service Manager, ****, to come out tomorrow to assess the situation and make any necessary repairs to ensure your spa shade is functioning properly.
  We value your satisfaction and want to ensure this issue is fully resolved. If you have any questions or if theres a specific time tomorrow that works best for you, please dont hesitate to let us know.
  Thank you for your patience, and again, we apologize for the inconvenience. We look forward to getting this sorted out for you.
  Warm regards,

  Susan 

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a spa from Coastal Spa and Patio on 9/1/19. After a few years one of the pumps stopped working, so I conctacted them and paid $150 for a warraty replacement of the pump on 6/2723. Everything was great until the new pump stopped working a few months later. I soon realized the pump was working intermittently, realized maybe the pump was not actually the problem, and thought there may be a short or something in the board controlling the pump. I called Coastal Spa back and asked that they honor the original claim and finish the repair. I was met with rude, argumentative, horrible customer service and am basically told they won't honor the claim despite never fixing the problem.

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this swim spa in March ********************************* October 2022 to come out and fix the unit because it had been rusting. It took three months for them to return my call. I had to stop payment on the loan for 6 months to get a reaction, and have the loan company Try and contact them as well. It messed up my credit and they finally contacted me and came to replace the rusted unit now the unit is leaking and someone has come to fix it twice. The wood in the unit is rotted from all the water leaks and the rust is returning. I feel like this product is a lemon and I want them to take it back and I want my money back .

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In mid-2018 I put a deposit on a swim spa and in March 2019 the swim spa was delivered and installed into the ground. The swim spa appears to be a 2018 model, which have had problems, from what I have found out from the service people.My swim spa had ongoing issues with the circulation and spa pumps. The dealer made numerous service calls to replace pumps and controllers. They could not pin-point the issue, and they finally had to replace the whole system. They told me the new system was like a new 2023 system. The swim jet controllers were single speed and not adjustable like the 2018 model, and the pumps they installed are far too powerful to swim against. (The swim jet controllers were never a previous issue, by the way.) The dealer complained to me that they spent $4000 to replace the system, so they are understandably not happy. Since May 2023 I have asked them to replace the swim jet pumps so that I can swim against the swim jets, and they have ignored that request. I dont believe that the new swim jets installed are standard equipment, as they claimed, because they are too powerful to swim against. I have texted the service supervisor, who has ignored me. I called the service desk numerous times and the agent says he must further investigate the situation in order to make sure that a solution will still be covered by the *** warranty. (He has mentioned that the 2018 models have been problematic and systems are having to be replaced.) He says he will investigate and call me back, but he never calls me back. I am now calling them weekly and leaving voicemails. I have contacted the manufacturer 3 times; but that has not helped resolved the matter of the swim jets. I think the dealer is deliberately ignoring me. BOTTOM LINE: They installed the wrong size swim pumps (2) on my swim spa. I cannot swim against the swim jets powered by those pumps. And theyre not acting on my request to resolve the matter with a solution honored by *** warranty.

  

  Business Response

  Date: 10/12/2023

  As the customer has mentioned and is correct, we went through a series of service calls and replacement parts,  in the end to learn his electrical was the issue with his unit. We advised the customer to contact Southern ********** ****** (electrical company) as they would be responsible to resolving the issue with his powerline that was shorting the vaultage to his unit and affecting his property. We did advise the consumer of the cost  of ($4000), was what was occured in this process by replacing parts that continued to short. We understand why the customer may want to switch his componenets, but as we advised the consumer, it is at a cost to do the equipment replacement. His original warranty was voided due to improper electrical, and we advised the consumer to contatct California ****** to cover the charges. 

  Customer Answer

  Date: 10/13/2023

  Coastal Spa wants to use one issue as an excuse to not resolve the matter surrounding my BBB complaint.  The original issue with my swim spa was continuous failures of the spa/circulation pump syste.  The company was intent on finding an issue relative to the power feed going into the system.  We worked together for months, in good faith, to explore the root cause of the system failures.  They will admit that they never found any evidence to support their theory of a faulty power feed.

  However, on the day they replaced the system, the moment they tried to wire the system into my circuit box, there was an immediate power failure throughout our house.  Appliances shut off and lights were blinking.  While on-site, they immediately made a video that suggested an imbalance of power feeding into the circuit box.  They texted it to me, then hastily left and told me  I had to call the utility to fix it.  The utility made  an emergency service call, and within minutes they resolved the matter. The *** repairman didn't care to see the video.  He said that they fix major power failures like ours routinely, often in response to electrician work.

  Coastal Spa wanted me to file a claim with the utility.  I told them that the utility would never bother with such a claim.  Since then, Coastal Spa has ignored me.

  While Coastal Spas wants to void my warranty due to electrical-related issues that surfaced during their installation of my new system, MY COMPLAINT regarding the overly-powerful swim jet pumps they installed has NOTHING to do with the original inexplicable system failures.  Coastal can easily replace the 3-horsepower pumps with the proper-sized pumps.  They should be held accountable for installing the wrong equipment in my swim spa, and I am asking them to replace the 2 perfectly operating over-sized swim pumps so I can use my swim spa as it is intended to be used.

  

  Business Response

  Date: 12/13/2024

   

  Mr. ***** was delivered 4/02/2019 his swim spa .  We have made service calls on the following dates to rectify what seemed to be pumps that were not at the correct speed. Or strong enough flow.

  2/25/22 - Installed new jet pump 

  11/25/23 - replaced Circ pump and heater element 

  12/20/23 Follow up 

  3/7/2033 Service manager went out to swap mother board and circ pump 

  4/26/23 Swap out *** , install new topside - ******* V senior service tech advised Mr. ***** this seems like it may be an electrical/ breaker issue . This Invoice for this visit was $2283.97 and all costs were waived and covered by Coastal 

  7/2023 General manager ***** **** advised that he needed to contact Southern California ****** as this was a power issue. SCE came out immediately and it was an electrical issue as there was only half the power surging to the panel box

  8/3/2023 - Mr ***** now advising that there is too much power and jets are too strong and he can't swim .  Sent senior tech ******* V out again and Mr. ***** at this time wanted to now exchange the jet to smaller horse power pump. General manager ***** **** stated we could come fix but it is not under warranty as this was an electrical issue ,  Coastal had already covered over $4k in labor , travel time and parts that we can't recoup . Mr ***** was not happy with this response but in the sales orders and terms in conditions Coastal Spa and Patio is not accountable for any electrical at any point. 

  At this time Mr. ***** wrote some Yelp reviews 9/2023 and Yelp removed the review 10/23 as it stated he had violated terms if service  

  Coastal Spa and patio closed this case as Mr. ***** did not want to have any out of pocket expenses.

   

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a spa from Coastal Spa and Patio on 7/16/23 at the Orange County Fair. The spa was delivered to me on 8/21/23. The spa did not include the owners manual or clips to secure the lid (which is required by our homeowners insurance). After I filled the spa and turned it on, the spa was filled with MOLD! We attempted to clean it out but more mold kept coming out of the jets. Also, pieces of plastic came out of the jets. I contacted Coastal Spa that day and the female I spoke to stated they would send someone out to clean the spa and also attach the clips. I received an email later that day (8/21/23) from *******************************, Office Manager with a copy of the owners manual. That is the last response I have received from them.Since the spa was unable to be used with mold (for health reasons) and with no response from Coastal Spa, I disputed the transaction with my credit card company and they have since charged it back to Coastal Spa. Since then, I have sent emails and left voicemails with no response from Coastal Spa. Since the charge was returned to them, I just need to have them come out and pick up the spa. Unfortunately, no one at Coastal Spa will respond. I have attached the emails that I referenced.

  

  Business Response

  Date: 10/18/2023

  *********** has written a letter to the owner of the store, expressing the unit is currently in working order and has notified his Credit Card he no longer wishes to dispute the charge. ************ also advised of his experience with our staffing and was acknowledged with our General Manager- *******************.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a spa cover on 7/2/23 and called two weeks after to get an update since the sales person told me the order was going to be input on Monday to only find out the order was never placed. No apologies from the salesperson he was only giving me the run around. Then I spoke to someone else and said the order was taken care off to only receive a call today that they gave me the wrong price and are going above $1,800 more from what originally paid $2,500 . I have a receipt that says paid in full how can this even happen. Ive been very patient with them purchased a spa over $20,000 and recommended people to them to get this type of treatment . Im very upset weve been without a cover for more than a month and the only thing they can say is we can give you a refund how is that even acceptable when you have a receipt and the salesman looked up the price in front of me and my husband. Were not talking about a couple dollars this is $1,800 more . I just want the cover we paid for and have been waiting on.

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS COMPLAINT IS FOR COASTAL SPA IN ******* ** I saw an ad on TV for a Memorial Day spa sale with great prices. I went with my wife to buy a spa there. This was after spending hours looking at spas at the LA County Fair and deciding to buy one later. My Doctor advised to purchase one for my bad back. I am diabetic and a cancer patient, senior citizen. I purchased a spa on 5/28/23 delivered 6/13/23. The delivery was free, but I paid for a crane. The delivery went smoothly. But once the spa was filled one headrest fell off and a jet came off too. My first text was to ******************* our Sales ******** was told about these issues. He lied to us and said the manufacturer didnt have headrests in stock. I had multiple contacts with this person via text and he simply didnt reply to my last text. HORRIBLE SERVICE FOR AN $8000.00 purchase. I had to contact the manufacturer who confirmed he was lying about parts not being available. Now the manufacturer is contacting them to figure things out. Why is Coastal Spa selling brand new spas that fall apart once you fill them up? Nothing that costs $8000 should have issues when you get it home. This spa is NEW and under warranty. The sales rep made ZERO EFFORT to fix such a simple issue like a headrest. Overall this company gets a F for service. It also should NOT be advertising on TV if they cannot even reply to a text. I now have spent so much of my time for this sales rep to ignore me. DO NOT BUY HERE. DONT WASTE YOUR TIME OR MONEY WITH PEOPLE WHO DONT CARE. I am now on my 3rd call with the manufacturer warranty department. Theyre polite and nice but it is still such an effort. All of this drama for a headrest that shouldnt come off just by filling a spa. Also a jet coming off shouldnt happen so easily either. I have owned another spa and none of this ever happened. Poor quality product and sub par service.

  

  Business Response

  Date: 08/28/2023

  We apologize for the exchange between the sales representative and the customer. The
  communication between the customer and the ********************** would lead our customer service department to
  believe any pending issues were resolved (per the expression of the customer). Per the number listed,
  we have not received any calls, and per another number listed for the customer, there was a call placed
  on 07/13/2023. Coastal Spa and Patio representative ***** contacted **************** and confirmed which
  pillow needed to be sent out to his residence. This pillow was delivered on Friday, 07/14/2023 (please
  view tracking down below). In addition to the call **************** did express his frustrations with the pillow
  and jet, but did advise, there were not further issues with the jets, all that needed to be rendered was
  the pillow.

  Customer Answer

  Date: 08/29/2023

  To put it plainly this is a lie.  I contacted this company multiple times and got nothing but the runaround.  The only time they really responded was when I made MULTIPLE CALLS to the MANUFACTURER to complain about them lying.  The manufacturer then stepped in on my behalf to get the issue resolved.  This was such a very simple request that they ignored and treated me disrespectfully.  It was NOT a simple miscommunication though.  This sales rep clearly only cares about the sale and not the after care of people buying spas.

  This issue has been resolved.  I am not interested in further replies.

• Initial Complaint

  Date:05/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a spa cover on July 28th 2022, I have since been receiving the run arounds and received incorrect information in the beginning. It is now May 2023 and I have yet to receive my spa cover! Now the rim of my spa shell is cracking due to not having adequate coverage for such a long time. I would like to know who is going to repair my spa/replace it and when am I going to get my spa cover. This is ridiculous! 10 months really!

  

  Business Response

  Date: 06/16/2023

  We have resolved any pending issues with the customer. The cover was delivered and installed
  and a acrylic specialist has been in communication with the customers to fix the acrylic shell.

• Initial Complaint

  Date:03/30/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ****** spa that was delivered with a faulty main pipe which caused the jacuzzi to slowly leak for months before a repair by company. After repair, problem remained and after 6 months company then diagnosed issue was elsewhere but couldn't find leak so I was told it was out of warranty and I would have to pay to have them take to shop and fix. I then had another company look at spa and they detected a huge gash in a main pipe that according to them was a faulty pipe or man made as gash is long, deep cut. The worker took a video of this which I showed to Coastal Spas. I was promised I would get a new jacuzzi or at worse they would fix free of. charge. That was months ago and as I have learned through 2 years, they do not call back, follow through, or respond to enquiries. I also had to have my ************ get ******* back from them they charged on card with no work done, this was a fraud claim I won from them. By reading other posts, I am surprised they are allowed to stay in business with this track record. I have not had spa fixed for over a year of. trying to get them to fix their issue.

  

  Business Response

  Date: 04/14/2023

  This owners and the customer met and worked on a resolution. We have since picked up the customers unit and will service and return it. 

  Customer Answer

  Date: 07/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased brand new Prodigy, Tuscan Mocha Salt system spa on 5-29-17. Paid $7891.61 Delivered per paperwork 7-1-17.5 year warranty. ******* Warranty. Product was good for 3-4 years. ****** went out. Fixed 5-3-21. $125 service fee paid. This worked for 3-4 months. In Oct./Nov. I noted water around the base of the spa. It had rained so i waited to see if water was still there after it dried out. I noted at this time, the panels had popped off the shell of the spa. So, another service call was made and I don't know if I paid a fee or not for this trip.Serviced on 11-30-21. Jets replaced for leakage and another service call on 12-28-21. Severe and multiple leaks now noted from the team. Too many within 2-3 sides of the spa to fix on location. Approved by company to take spa back to warehouse to finish service repairs and issues. Please note they wanted to charge me a $250 dollar fee to take it back to their warehouse. I refused and they waved the fee this time.Spa was out of service now for the past 2 months again after the heater.Service order, per paperwork, 1-17-22. Spa picked up on 1-28-22. Spa, cover & sling for lid all picked up and taken back to warehouse. NO update until 3-14-24 and "multiple leaks noted and manifold issues" noted per Forest/ service repair.person on Voicemail.8-25-22 ****** from office called with manufacture update.11-14-22 ***** from ******* warranty approved extended 1 year warranty. (case # ******) I have left multiple messages in between January and February 2023. Multiple changes in staff and management. Most recently spoke to *****. Spoke to her twice in February and today 2-23-23.informed her that I will be dealing with BBB from here on out.I have not had a functioning Spa since Oct./Nov 2021. Delivered by spa back to me 2-7-23 with NO Salt system cell part, No cover or sling(lost). Sent a temp lid over that does NOT fit/lock on my spa. Blew off 2-22-23.I have all voice messages and receipts.

  

  Business Response

  Date: 04/14/2023

  This customer has received her replacement spa, upon delivery it was notified the customer
  did not have their cover, this was placed on order that day. In addition, the salt system was no longer
  usable and new one needed to be order, this was ordered and received the customer is aware. We
  are currently waiting on the cover to received, once this is received the customer was advised we
  would offer a cleaning and install the salt system and install the cover.

  Customer Answer

  Date: 04/21/2023

  I have spoken with ***** the new GM  this week of 4/17/23.  He is to get back to me regarding the order of the spa cover and sling. They have offered to clean the spa and install the new salt system when it arrives.

  per warranty company,  I’ll have a one year extended warranty.  But I don’t know when this starts and ends.

  until This whole nightmare is resolved, I wish for this to be kept complaint to remain open.  I am already into this almost 18 months with NO RESOLUTION OR WORKING SPA.

  if this isn’t resolved within 6-8 weeks, I wish for a full refund or replacement of a new FUNCTIONING spa.