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:02/27/2023

  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.

  Purchased a Spa with Coastal Spas on Sept. 11 2022 at a Spa Trade Show in Orange County. Model was an Element 40L white with a purchase price of $9711.56 with delivery. When delivered, the model was not the same as the one we purchased. Tub dropped off was an Element 40B, this model does not come with a lounge seat as the 40L model, the reasoning of our purchase to 40L model. We contacted the sales person ******* to inform of the mix up. He wanted us to keep the spa and he would add a years worth of extra chemicals. We declined and reminded him that we wanted the model with the lounge seat. After many texts he claimed he found one in the back of the warehouse, The second tub delivered was a used sun damaged old model. It was scratched and dented and had debris inside of filter and seats. Panels were broken and damaged and screws were missing. More text messages were made for weeks to get a resolution, because we were told that they did not have the model Element 40L in white to deliver to us. After more searching ******* came back with a grey/brown marble Element 40L series that was brand new if we wanted that color instead of white. We agreed, and spa was delivered. Electrician was booked to install. The day before the electrician came we filled the tub, to find the next morning half the water leaked out. We contacted Coastal Spa to have a service person come look at it, this took till the end of December before we had an appt. I have had three service people come to look at the leak, I 've received different reasons for the leak but no solution yet. I have called Coastal Spa numerous times for a resolution to this leak in the spa, I asked to speak to a manager, not one has returned our call. I have left messages , no call backs given. The service people did not help in any way. They just repeated that someone would call me back and I never received any call back. Just want them to pick up the spa and refund us the money. Account: ****************************** *************

  

  Business Response

  Date: 04/14/2023

  Management is currently working with the customer to discuss switching units as this unit
  continues to have issues, talks of a resolution can be solidified soon.

  Customer Answer

  Date: 04/19/2023

  
  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:02/18/2023

  Type:Delivery 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.

  This establishment is very unprofessional. Slow and/or Non responsive. Deceitful! **************** from upper manager such as the general manager, the floor manager and the delivery manager are absolutely disrespectful. We purchased our product at the end of September and was told our jacuzzi would be available for delivery around end of October to mid November. We made plans according to the time line that was provided. At the beginning of November we called several times for any updates and everyone who picks up the phone claims to be a manager and said they will call back for answers and updates. Finally after several attempts we received a response from the general manager and connected us with the delivery manager. Again. No call back. Finally 3rd of November we received a call back letting us know it wont be available until the second week of December. We were very excited to have the jacuzzi for Christmas. Christmas week: we received a call that they received the items but wont be able to deliver until after Christmas. After many phone calls with upsetting attitude towards them; they had agreed for a delivery on the 23rd of December. The delivery process was an absolutely nightmare : the 4 drain plugs were not installed so we lost over 600 gallons of water and when we tried to connect for answers.NO RESPONSE! My husband had to trouble shoot for a few hours and found the plugs hidden inside the jacuzzi engine. Furthermore, the jacuzzi heating elements were not properly connected. We called and asked for someone to come out and connect it correctly we so could enjoy our $23k hot tub on Christmas morning with our family and friends. They refused and said they wont have anyone until after the holidays. After multiple attempts and complaints to the delivery manager, she was able to get an agent to come out at 9:00pm and he spent a total of 10 minutes and successfully able to connect it. They delivered the jacuzzi without a cover and provided us with a loaner. The jacuzzi had a dent size of 3 wide. And a broken **bar. Although the delivery company put on the due bill for them to come back out to fix, we have not heard any updates. I have left multiple messages and NO RESPONSE! Again! We just received our cover yesterday and today is February 18. Its been almost 2 months. However, I asked when they would come back to fix the dent and the **bar. NO RESPONSE ! Had their company and employees taken pride into their work to double and triple check the product before sending out to clients, we wouldnt have this problems. At the time of purchase: the floor manager quoted us an approximate $300-700 to rent a crane when they need to deliver to us. It was explained to us that this fee would be our responsibility and I accepted. The week of delivery, the manager let us know it is $1800. What an outrage. I asked the crane company if they had changed their prices due to inflation/Covid and they replied that their prices have been consistent for a year and a half. This upsets me very much because I feel that the floor manager knowingly quoted us a lower price. This is extremely unprofessional and deceitful as this was probably not the first time they had to provide a quote from a crane company. This is the worst purchasing experience Ive ever experienced! DO NOT PURCHASE FROM THIS COMPANY. YOU WILL BE DISRESPECTED, LIED TO, AND THEY WILL NOT BE UPFRONT AND OR ANSWER ANY OF YOUR QUESTIONS

  

  Business Response

  Date: 04/14/2023

  *his unit was scheduled and anticipated to come within the time frame listed on Sales
  Contract, which was end of October middle of November. *here were slight delays from the
  manufacture and the unit arrived to Coastal in December of 2022. *he customer spoke with the **
  and asked for a call to be scheduled, the ** reached out to the office manager off work hours and
  inquired when it could be done. *he office manager came in on Sunday, her day off to call and
  schedule the customer for delivery. *he customer called several times while all the representatives
  were on the phone assisting other customers and when available spoke with the customer. *he
  Service Manager assisted the customer on the line same day as the call (within the hour) and a
  
  service technician agreed to overtime to go an assist the customer. Service was rendered the same
  day the customer called in to report the issues. *he correct cover was delivered once it arrived from
  the manufacture (as their original one was damaged upon arrival). *he * strip, a representative will
  contact the manufacture and the customer to provide updated information.

• Initial Complaint

  Date:02/14/2023

  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.

  Date of transaction was 02/21/22 when I placed a deposit on a brand new Hot Tub Spa. I paid the final balance and the total of $22,000 on 05/30/22. I got it delivered on 05/31/22. I have had a bad experience with Coastal Spa since the day they delivered it. The did not include a manual on the system nor di they include the Spa Kit of chemicals as stated on my receipt. I had to keep calling and complaining on how I was supposed to turn on my Spa with no instructions or chemicals. I received chemicals and manual about 6 weeks after delivery of my unit. The worst part of all this is shortly afterwards the Spa started to leak. They sold me a Lemon of a Spa. How can it be defective so quickly. It took me about 6 weeks to get the company to answer my calls and emails and finally send a technician to my home to check on it. the 1st technician arrived late at night and said nothing he can do since it is dark. The 2nd time he failed to show up to his appointment, the 3rd time he texted me he quit because the company failed to pay him. the 3rd technician couldn't find the problem. Coastal Spa said labor and parts were included and made me pay a fee for the labor of picking up the spa and having it returned so she can figure out the problem. It is now over 3 weeks and no calls from them on the status of my expensive unit. I have called, left messages and texted them with no return call back. Today I finally get Manager ***** on the phone and she has no status on when I will get back my unit. How fair is this to me the customer? they took my money, sold be a bad unit and I do not have my product to enjoy. This is all fraud and I would like an investigation as they do not provide adequate service and just sell product leaving the customer without money and no unit. I would like a refund and they can keep thier defective unit. They are not telling me anything and have my unit with no response or resolution. How long will this keep going on for? No refund then what compensation?

  

  Business Response

  Date: 02/22/2023

  The customer was contacted to advise there is no leak in her unit nor was she sold a lemon spa. The unit was placed on jacks and had sitting water in it for 5 days, with no sign of leaking. Per the conversation between the customer and our lead tech he did advise when the waterfall feature is running while the cover is on the unit it can cause water to run down the corners. The customer did not pay for "labor" that relates to the unit, the customer paid for a third party to pick up her unit and delivery it to the store to be worked on, as she did not have full acccess around her unit. This is not covered under warranty by the manufacture, parts and labor are covered items. Parts referring to the parts needed to be placed and labor referencing the time utilized to replace the parts. The customer will be contacted to schedule a redelivery of her unit. 

• Initial Complaint

  Date:02/02/2023

  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.

  March 7, 2021 we bought a spa. Was delivered and set up on March 16, 2021. After two days of heating and balancing the chemicals one of the motors started over heating and shutting down. After multiple calls and complaints they come out to look at. They left after telling me to keep a record of what was happening and how often. Three months later and many calls the replace the motor. A week later it starts happening again. Replace motor again. This times several months pass. It starts happening again after months of calling and getting no response they come out and says they have to replace the motor again. Three weeks later they replace the motor. That night I went to use and wont turn on at all. After many calls an appointment was set for Jan 18th. I had to cancel a doctors appointment. Got a txt saying would be here between **** and ****. At **** got another txt saying 530. At 530 he said another customer had same problem and would be ordering another motor and would contact to install. It is now Feb 2. Several phone calls and messages. No response. We are going on to two years of this.

  

  Business Response

  Date: 02/14/2023

  We have received the part order per the last service appointment. The service department will reach out today 02/14/2023 to schedule service.

• Initial Complaint

  Date:01/16/2023

  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 bought a spa and in July I had the shell break due to them installing the cover incorrectly. I have followed up numerous times without any call backs over the last 6 months asking about the replacement and could not get an answer. In January, they finally stated they are going to order it again and will take 3 months to receive. They are a very dishonest company and I dont feel very confident I will receive it.

  

  Business Response

  Date: 04/14/2023

  A representative will reach out the manufacture that has had extensive lead times and inquire what the lates
  update is an will communicate with the customer.

• Initial Complaint

  Date:11/07/2022

  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.

  We purchased and financed a hot tub, display model. When delivered, by the company that purchased from, it was damaged. The company agreed to replace it. The company has not provided us with a replacement and does not return multiple calls.

  

  Business Response

  Date: 04/14/2023

  This customers unit was reordered and delivered on 12/27/2022, this customer has been in direct
  communication with the ***************.

  Customer Answer

  Date: 04/18/2023

  
  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:10/07/2022

  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.

  My husband (*************************) and I bought a spa on 05/29/2022. It was delivered as scheduled but without a cover. We called Coastal Spa the next day and spoke with *********************** (who said he was the manager). ****** said he knew about the cover and has ordered a replacement and would have it delivered. A month goes by and we start calling the business line and ******'s number weekly, then almost daily. We have left numerous messages and the business wont respond. Our spa was sold to us inclusive of the cover. Now over 4 months have gone by and they haven't responded in any manner. I am not seeking a refund or other compensation for anything more than what we were promised. We just want a cover to our spa.

  

  Business Response

  Date: 04/14/2023

  Per our system it does show this cover was placed on order, Management will reach out to the manufacture
  and inquire, as the representatives initially assisting no longer work at Coastal. A representative in the office will
  touch base with the customer to ensure we complete this.

  Customer Answer

  Date: 04/21/2023

  
  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.  However, I have been told this before and the business didnt keep their word. I would love to know who I can follow up with directly. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:09/03/2022

  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.

  Coastal Spa has an event out in ******** back in 6/12/2022 and when my family and I stopped by we were thinking to order a pool and a spa in one piece for our home. At that time when the person assist us, *****, mentioned that he is not a sales in the company. However, since they have been short of staff, he will help for the event to sell their products. After going over the item we want, he went over the items and make sure we know that we will have up to 18months to decided the delivery date, since the item is not a custom order and it is in stock, we are able to call in to schedule a delivery anytime. We were very serious about purchasing the item and we were also planning to get the extra 10 years warranty plan. The required deposit was $4,150, but since we were not thinking of changing our mind, we put in total of $9k. He did mentioned the deposit will not be able to refund, however, if we changed our mind for any reason, we will be able to use the deposit money to switch to other products with no issue. After a month, we found our dream home, the new home we have has both pool and spa, when I called to the company, they always have me leave message and said someone will get back to me but no response after three weeks of calling. We decided to stop by the store, the sales *** talked to owner, even tho we are cancelling the order, we will need to purchase the same value of items, which is total $41,500. They will make an exception, but we will still need to purchase at least half of the value because they have already paid the commission to their staff. I think this is unethical because there's no where in the contact said we cannot cancel the item nor we will need to purchase the same value of the item even tho we have not receive any product or service from them yet.

• Initial Complaint

  Date:08/12/2022

  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 recently purchased a $50,000 swim spa through this company, it was supposed to be a top-of-the-line model that came with speakers, sound system etc.. theres also a leak with the spa the paneling is damaged there is missing items. It did not, I spent $1400 having a 60 ton crane in over my house, its a 21 x 8 wide spa so I just cant take it back.,Ive Contacted upper management telling them that they need to fix this problem, Either give me a new model give me some type of sound system thats comparable to the money I spent. They are blowing me off..

  

  Business Response

  Date: 04/14/2023

  This customer did not receive the incorrect unit, I have attached his sales order for reference. He was
  advised his unit as the customer stated had all the bells and whistles and he assumed that meant he was receive the
  blue tooth audio. The unit received in terms of the mechanics aspect is the best of the line with all features, the blue
  tooth feature is an additional feature that the unit can be ordered with, but it is not standard with the unit. The
  damaged panel was replaced.

• Initial Complaint

  Date:08/03/2022

  Type:Delivery 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.

  Ordered a Spa on 6/04/2022, Was told 6 to 8 weeks. Contacted about 6 weeks in and was told wait until 8 weeks. Contacted again about two weeks ago , Talked with ***** and was told unit in production should be here in two weeks, Contacted again today and was told that they had an issue between owner and manufacturer ( ***********) and order was just placed 1 week ago. Told to wait 3 to 4 weeks now, Could not give me satisfactory answer as to what exactly happened and why I was assured that the unit was in production. Advised that staff had no info by manager of "*****" and was between owner and Viking. Informed them that if I don't receive in promised time I would reverse CC deposit of $3,000 and see them in court. Feel that this is deceitful business practices.

  

  Business Response

  Date: 04/14/2023

  This customer is on schedule for a service appointment on 04/17/2023.