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Business Profile

Hot Tub Dealers

Coastal Softub

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:10/17/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Hot tub purchased and had problems since day 1 when it was delivered. I emailed and have documented communications. There are issues with the circulating pump and waterfall. Costal Hotub assures me that they will get a technician to fix the issues and this had gone on since then. The waterfall has not been fixed which was the initial problem and recently the control panel had malfunctioned, causing the tub to be unusable.

    Business Response

    Date: 10/19/2022

    Oct 14, 2022 1115 hours – Spoke to Mr. H******,  he told me his waterfall was not functioning properly along with his topside.  The history of this case is that his spa was put into a vault which will require a crane to lift out.  Per his contract, he was advised of that prior to my conversation with him.  Technician went to the location prior to my conversation to attempt to resolve the waterfall issue and he could not gain access.  The customer was advised that he would need to provide access to fix the problem.

    During my conversation with him on the above date and time, Mr. H****** stated his control was malfunctioning along with the waterfall issue.  He told me that he was extremely upset and would like a resolution.  The entire sale of his spa took place prior to our ownership.  I offered to pay to move the spa and fix any issues.  Mr. H****** stated he wanted a thorough inspection prior to reinstalling the spa.  I agreed to have that done.  I confirmed we had a replacement control in stock and asked Mr. H****** if I could replace it that same day in the afternoon.  Initially he agreed.  I also advised him that our tech and I could come on Monday (10/17/22) to evaluate a potential move of the spa and fix the waterfall if we could gain access. 

    Mr. H****** agreed and later changed his mind.  He stated that he wanted 1/3th of the cost of the spa returned to him.  I denied that and told him we would be spending hundreds of dollars to move the spa and fix it even though we are not legally obligated to.  Mr. H****** refused and stated he would seek other legal remedies.  We ended the conversation.  


    It should be noted that members of my staff have been in communication with Mr. H****** for several weeks now offering solutions to help him.  Mr. H****** is adamant that he wants a refund and will not accept any other solution.  Mr. H****** has also communicated with the manufacturer and demanded a refund, they have denied his request but are willing to work with us to resolve his issues.

    Customer Answer

    Date: 10/25/2022





    I am rejecting this response because: There has been NO communication from Costal Spas as stated in the last paragraph.  In fact, I have been the one trying to reach out. I contacted Bullfrog directly to try and obtain resolution and they agreed to resolve all the issues, to include a partial refund.  They also indicated that the dealer (Costal Spas) would contact me to schedule the required repairs.  As of today, I have not heard from Costal Spas.  Unfortunately, this is typical form Costal Spas.  I would never do business with them again.  



    Regards,



    **** H******


























































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