ComplaintsforCoast Spas Manufacturing Inc

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hot tub Purchased in ******** on 2/19/22.Hot tub Delivered 6/2/22 Hot tub leaking 6/4/22 Had multiple service calls to repair through Jun, Jul, Aug, Sept.Hot tub was swapped with a new one on 9/19/22.Swapped tub was also leaking. Had to wait over a month for service. Had more multiple service calls through Oct, Nov, Dec, Jan, Feb and ************ ******* took tub to work on in shop. 5/24/23 - tub dropped back off.All of Jun it kept tripping and still had a slow leak. Once we got the electrical replaced in 8/1/23 since the service people jammed the electrical.10/5/23- 2 jets broke This is when I was told Id have to start paying $150 for any services going forward.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We pre paid Form Pools pre covid for the largest Coast Spa they make. We waited almost 2 years to get it because of covid. We had absolutely no problem with that. Finally got the spa 18 months ago. We have used it 9 times because the shell has cracked. The front of it also had NO screws or bolts to hold it together. So when we put water in it the front is buckling. Lots of other companies have come to look at it and said that it is a Safety hazard. Me and my wife have been extremely patient with this company. Form pulls who we bought it from went out of business and filed bankruptcy one month ago. So coast told us that they would take care of everything. Because it is still under their manufacturer warranty. Unfortunately, they do not return any phone calls at all. And when you call not one person there knows who the manager or the owner is. We have had to drain the spa because it is cracked in half. Coast spa said that they would have someone come out and fix it for me. That was two months ago. When I called back again 2 days ago. They're technical support said that they could no longer help me with anything. There are bear wires to it. It is not a small spa. It is 23 feet long, 5 feet deep and 10 feet wide.It is as big as a swimming pool.

• Initial Complaint

  30/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a hottub from **** **** in Fredericton, NB, since owning the hottub it has been broken more than running. I have been working with ******* in an attempt to get the hottub fixed over the last 3 months and am still waiting on Coast to ship the part so they can fix it. This will be the second time in 2 years that the part has been replaced. Also coast will not provide any information on my hottub they say i must strictly deal with *******.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a 19 feet COAST swim spa from this business that was delivered in the fall of 2018. At delivery the spa had a defective thermostat, defective control panel, scratched side board which he promised to come back and replace as soon as the manufacturer sent replacement. Since then he made two attempts to repair the thermostat which failed. The other issues were never addressed. He doesn't pick phone calls from me, does not reply text messages and does not answer emails. I have driven to his business premises severally to plead with him fix this, he says he will send someone as soon as he can but now it's over 3 years. I have called COAST Spa who manufactured the item in Cannada because the seller delivered a defective item that has been sitting in backyard for 3 years. They said on the phone to deal with the seller (he is not responding to any of my communication). 6 weeks ago the power to the spa went off and Im frantically trying to get the seller, manufacturer and any authorized repairer to fix it before the pipes freeze but no response from the seller or manufacturer. I will lose warranty if I use a third party for repair. I want the spa fixed before the pipes freeze and if he can't fix the spa then he can pick it up and I want my money back.

  Business response

  08/11/2022

  Hi.  We're sorry to hear you're having problems with your swim spa and the dealer you purchased it from, but unfortunately, this is a retail store in Langley, BC, Canada.  We are not the manufacturer nor the dealer you purchased from in Minnesota, so unfortunately, your concerns have been directed to the incorrect business.   You can contact the manufacturer directly on their website at www.coastspas.com. Hope this helps!

  Business response

  23/11/2022

  Coast Spas has been in contact with the Selling Dealer and the Customer. The Dealer was able to repair the spa and get it up and running. The spa is currently in working condition since Monday November 21, 2022. The spa has some other issue that we (Coast Spas Manufacturing) are send additional components for. The out standing Issues are 2 pop-up speakers.

  Customer response

  03/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  24/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In March of last year, we took possession of a Coast Spa. In August, we noticed the outer panels had become badly warped. We contacted the retailer; they said any repairs had to be authorized by Coast Spa. In November, they finally sent someone to install screws in an effort to resolve the issue. The tech who installed the screws noted the spa looked "horrible" and failed to seal the outer shell, as there were (are) a number of large gaps. He said the panels would need to be replaced, something that Coast Spas would need to approve. The retailer (****** *** *** **** ** ******** **) then went quiet, not returning any of my calls. I then contacted Coast Spas directly. They agreed the panels needed to be replaced... yet to date, nothing has happened. In spite of repeated efforts on my part to communicate with them, I have not received any update this year. Furthermore, the Coast Spa provided cover has now begun to fail. I also raised this issue with them back in December and provided the requested photos at the beginning of this month. To date, I have not received a response. Copies of all correspondence is attached, as are photos.

• Initial Complaint

  13/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a house in august that came with a swim spa made by coast spas. We have attempted to contact them numerous times, with questions regarding parts and the warranty. They responded back once pushing us to a local authorized retailer, but every time we try and get parts from the retailers they push us to the manufacturer (coast spas). The authorized retailers can’t give us the information we need to properly care for our spa, and coast spa will not answer any of my inquiries (I’ve sent several over the past few months and have not heard back at all) Our spa filter badly needs replaced and not being able to replace it is cause additional wear and tear on our pump. This has been an awful experience and seems to be impossible to get ahold of anybody or find the parts we need online, they are definitely specific to our spa model and we need help but aren’t getting any

  Business response

  21/01/2022

  Hello BBB Team,

  We want to thank you for bringing this matter to our attention. **** ******* (customer) sent the attached email to Coast Spas the very first time on October 13th, 2021 looking for some parts and wanted to know if his spa was under warranty. As you can see Coast Spas replied the same day requesting the customer to contact their closest authorized dealer for parts and service. We were not contacted by the customer until this complaint. 

  Coast Spas phoned *** ******* on January 18, 2022 at 3:53pm PST and left a voicemail message. We phoned *** ******* again on January 19th, 2022 at 10:41am PST and left another voicemail message.

  On January 19th, 2022 at 2:06pm PST Sunny B*** Technical Support and Warranty Manager at Coast Spas spoke to *** *******. Sunny have provided the customer contact information of Coast Spas authorized dealer "*** *****" in Oregon, USA to obtain parts. Sunny have also explained to him that the spa warranty is solely to the original purchaser of the spa and it cannot be transferred to anyone else. *** ******* has confirmed that he has spoken to Johan at Spa Logic and the authorized dealer has the required parts in stock that *** ******* will be obtaining. *** ******* also understood the terms and condition of the Spa Limited Warranty. *** ******* was happy at the time when he spoke with Sunny from Coast Spas and he appreciated the service provided to him. *** ******* did share his feedback and requested that Coast Spas should train and provided better product knowledge to their dealers. 

  I have attached a copy of the spa warranty card stating the warranty is solely to the original purchaser of the spa. 

   

  Please let me know if you have any questions or need more information. 

   

  Sunny B*** | Tech Support & Warranty Manager
  Coast Spas Manufacturing Inc.
  6315 202 Street, Langley BC V2Y 1N1
  
  Phone: 604 514 8111 Ext 449 | Fax: 604 514 7727
  Email: [email protected]
  Visit: Coast Spas Online
  
  *** *********** ********* ** *** ************* *** *** ************* ** ******** **** *** *** *** ** *** ********** ** **** ** ** ********* *** *** ******* *********** **** ** *********** ************ ****** ****** **** *********** ** *** *** *** *** ******** ********** ******* **** ******* ******* ********* *** ****** *** ****** *** ****** ** *** ****** ***** ****** ** ********* ** *** ***** **** ******* ******** ***** ****** ******* *** ******* *** **** ******* *********      

• Initial Complaint

  16/11/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased a hot tub from Coast Spa in 2019 through ********** *** ****. Several of my neighbours in the same condo complex purchased tubs at the same time. We have noted that several of the tubs have a black grease discharge as well as black particles. Our dealer has been attempting to identify a resolution with Coast for well over a year. They refused to send a technician to Kimberley despite noting similar issues with multiple tubs. They asked that one of our neighbours tubs be sent back for inspection. They kept it for five months and refused to disclose any findings and determined there was no issue. We are seeking to have the company identify a solution to the recurring issue which appears to be degredation of a component part inside the tub, confirm if the material is hazardous (similar to a micro bead side and greasy) to our children who use the tub and to either send a technician for inspection / repair or to refund the tub so that we can seek a replacement. We have attempted to contact their service manager, VP and President regarding what appears to be a significant product issue that is noted across multiple clients without an acknowledgement or response. We would appreciate guidance / support to understand if you have received similar complaints, have a resolution mechanism other than litigation and whether your group has the ability to see answers regarding potential hazard to children. I can provide proof of purchase, communication from dealer noting the issues, pictures if your team is able to assist.

• Initial Complaint

  01/10/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Spent over $16k on a Coast spa from a dealer in MN. Installed 6/19. Parts began to fail within 3 mo's. Coast's brochures say their spas are great in cold climates, as they're built in Canada - mine failed and frozen pipes burst within 6 wks. of the first winter. Many other parts have failed, incl. replacement parts w/in weeks; all reported to the dealer immediately. As more parts failed, his responsiveness slowed to the point he wasn't even replying. After the second cover failed, I learned they are made by **** - an outsourced vendor making them in MX. Coast pushes all responsibility to ****, who hides behind staffers looking at pics on computers in CA, and passes judgement re. how their cover failed, and denies claims. Coast won't back the covers, even though their logo is on them. Worse yet, they keep deflecting all other issues to their unresponsive dealer, forcing me to go through him, without making it right themselves. I still have 3 broken parts, 1 reported over a year ago.

*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. ↩