Complaints
This profile includes complaints for Cal Spas's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/12/2022
Type: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 is our second time reaching out to the BBB for help with this company. We bought a CalSpa Swim-pro last summer. We are now on our fifth problem with the unit and our second leak.
We reached out to the dealer and cannot get any one to return our calls. So we reached out to the corporate office. They assured us that the unit is still under warranty and the dealer had been notified to contact us by phone or email.
Still no contact from the dealer so we reached out to CalSpa again on the same ticket and we are still getting now where. Meanwhile, our hot tub continues to leak and it appears to be getting worse.
I would just like someone to please come fix this thing and assure me we didn't waste our money!
Business Response
Date: 09/23/2022
Business Response /* (1000, 5, 2022/08/19) */
Contact Name and Title: ***** *****, Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ******************
Dealer performed a service call for the customer on 8/17/22. Replacement Parts have been shipped via FedEx and scheduled to arrive 8/24/22. Once received, the Dealer will schedule follow up service call with the customer.
Consumer Response /* (3000, 7, 2022/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still don't feel that our new swim pro should have three major leaks within one year. I appreciate you sending the repair parts, but it took us filing a complaint to even get a response from anyone. Meanwhile, our spa is still leaking water and the wood frame it sits on has been soaked for well over a month. I don't have a lot of faith left in this product.
Business Response /* (4000, 11, 2022/09/22) */
Once the replacement part was received, the dealer was able to schedule a service call with the customer and installed the gasket. The spa is now up and running. We apologize for inconvenience of the service calls.
Consumer Response /* (4200, 13, 2022/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The spa is not up and running! The parts were ordered but the gasket needed to replace the jet was not sent. We waited for that part to be received and a second service call was scheduled. Unfortunately, no one arrived on the scheduled date to replace the part and once again we are left waiting for our spa to be fixed. The leak is still there. The spa is still broke. The wood frame continues to absorb water and will likely rot. And we are ready to be done with this company and this spa.
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