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.
- 4 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:03/03/2025
Type: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.
On December 2019, I purchased a Cal Spas hot tub, which included a 5-year warranty covering mechanical failures. In July 2024, the spa experienced a serious mechanical defect. Upon contacting Cal Spas customer service, I received an email (dated August 21, 2024) confirming that this repair was covered under warranty and that I would be reimbursed for the repair to be done by Secard Pools.Relying on this written confirmation, I hired a technician to perform the necessary repairs and promptly submitted all relevant invoices and documentation to Cal Spas. The total out-of-pocket cost was $282.98, which Cal Spas agreed to pay. However, despite multiple follow-ups over 6 months, I have never received a reimbursement check or any definitive timeline for payment. Each time I contact Cal Spas, I am informed that the payment is being processed, yet no funds have been issued.This ongoing delay has caused me significant frustration and appears to be a direct failure to honor the warranty terms I was promised. I am requesting assistance from the BBB to help facilitate a prompt resolution. Specifically, I need Cal Spas to fulfill their written commitment by sending me the $282.98 they agreed to reimburse.I will upload the email chain over all these months culminating in the last email received today they the accounting team would be notified again.
Business Response
Date: 03/17/2025
Dear *****,
Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience caused by the delay in processing your reimbursement. At Cal Spas, we strive to uphold the warranty commitments made to our customers, and we regret that we have not met your expectations in this instance.
After reviewing your case, we understand that you followed the proper procedures, relied on our written confirmation, and submitted all the necessary documentation for reimbursement. We regret that despite multiple follow-ups, there has been an ongoing delay in issuing the payment.
We have escalated your case to our accounting team, and we are actively working to ensure that the reimbursement of $282.98 is processed immediately. We understand the importance of honoring warranty terms, and we are committed to resolving this issue promptly. We will ensure that you receive an update on the status of your reimbursement within the next 3 business days.
In the meantime, we truly appreciate your patience and understanding. If you have any further questions or require additional assistance, please dont hesitate to reach out. We value your business and hope to resolve this matter to your satisfaction.
Once again, we apologize for the inconvenience caused. We are committed to making this right.
Sincerely,******* ******
Customer Service Manager
Customer Answer
Date: 03/24/2025
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
Date:02/25/2025
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.
Purchased a 2 person 26 jet plug and play hot tub. It was delivered 3/5/21. In November 2024, the *** developed a leak. A crack in the shell was determined to be the cause by a local spa repair. I've contacted ****** since December 2024 to file my warranty claim. I've provided all requested documents and I have made many attempts to reach them for an update/status of my claim and continue to receive no information. I would like for ****** to return my calls and emails on their proposed resolution to this issue. The serial number is ********** and model # *************. It was purchased from *******.Business Response
Date: 02/27/2025
Dear Mrs. ************** you for your patience and for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience you've experienced.
We understand that youve been trying to reach us regarding your warranty claim for the spa purchased from *******. After reviewing our records, we can confirm that we have received your warranty claim and associated documentation. We deeply regret that you have not received the timely responses you deserve.
We take your concerns seriously, and we are currently reviewing the status of your claim. Our team is working diligently to resolve the issue, we have reached out to you with an update and look forward to resolving this in a timely manor. Ref: RGA# **-10407Sincerely,
******* ****** - Customer Service Manager
**********************
Initial Complaint
Date:03/25/2024
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.
Dear Better Business Bureau,I am writing to file a formal complaint against CalSpas regarding their handling of a warranty claim for my defective hot tub, serial # **********. While ********************** has acknowledged the defect and approved my claim for a replacement, the terms they have offered impose an unreasonable financial burden on me as the consumer.Business Information: CalSpas Complaint Against: CalSpas Product/Service: Hot Tub (Serial # ******************* Date: June, 2021 Problem Date: 02/24/2024 Complaint Description: CalSpas has approved the replacement of my defective hot tub with a 2024 EC767BX model. However, they are demanding an up-charge of $1,915 for the replacement, in addition to my responsibility for the costs of removal, shipping, delivery, and installation of the new unit. This is despite the hot tub being under warranty, which should protect consumers from such significant costs due to manufacturing defects.Desired Resolution: I request that CalSpas honor the warranty by replacing the defective hot tub without the excessive up-charge, making the replacement process fair and accessible. The costs should be limited to the delivery and installation of the replacement spa, as per the reasonable expectations under the warranty terms. I have attached all relevant documentation, including the warranty details, correspondence with CalSpas, and the *** request approval.Thank you for your attention to this matter. I look forward to your assistance in achieving a fair resolution.Business Response
Date: 03/27/2024
Hello *****,
We have reviewed your RGA (Returns Authorization Request)and have determined that your spa has been approved to be replaced under the terms of your Limited Warranty. Under the Proration of Warranty it states the following: Units determined by the Company to be non-repairable will be replaced on a prorated basis with the same or a comparable unit. The user will be charged one percent of the current retail cost for each full month of ownership from the date of purchase through the date failure is determined to be non-repairable. This charge will be waived during the first twelve months of ownership. Your spa was delivered 9/15/2021, the issue was reported 2/21/2024 which is 29 months of ownership; hence 29% of the current retail cost would be your responsibility as the spa owner.
In addition under Performance it states the following: If the Manufacturer determines that repair of the covered defect is not feasible, it reserves the right to provide a replacement spa of equal value to the original purchase price. In such an event,reasonable costs for removal of the original spa, shipping costs from the factory for the replacement spa and delivery and installation of the replacement will be your responsibility as the spa owner. The replacement spa will carry the balance of the original spas warranty. Spa covers are not included. The current 2024 models are no longer equal in value.
We as the manufacturer are following our Limited Warranty Guidelines. Your dealer Dreamstyle Remodeling did offer to cover half of the costs of freight and installation Etc. In good faith, we the manufacturer are willing to reduce the up-charge by $415 to $1,500.
We hope this will be an acceptable resolution.
Sincerely,
***************************
Customer Service ManagerCustomer Answer
Date: 04/04/2024
Complaint: 21483879
I am rejecting this response because: I simply don't have $1500 in additional funds to come up with for a product that I already paid $12,000 for.I only have $500 available to spend.
Sincerely,
***********************Business Response
Date: 04/09/2024
Hello *****,
We are unable to reduce the cost to $500. We will extend the approval for an additional 6 months to allow time to collect the funds needed to move forward with the replacement under the terms of your limited warranty.
Thank you,
Cal Spas
Customer Answer
Date: 04/09/2024
Complaint: 21483879
I am rejecting this response because: I dont have $1500 available. I only have $500 available. As Ive already spent $12,000 for a faulty product that no longer works. In good faith, I would think a full replacement at zero or minimal cost($500) should be sufficient. The limited warranty was not explained at time of purchase.
Sincerely,
***********************Initial Complaint
Date:11/20/2023
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.
Our Kona Hot tub was received defective- the light was not threaded properly, causing a leak which destroyed our flooring. There was also a chunk of plastic lodged inside one of the jets which blocked the water. The company never responded to our emails.Business Response
Date: 11/20/2023
Hello ****,
I apologize for the issues and inconvenience this has caused. I was able to locate a warranty claim submitted by your selling dealer. The repair was completed earlier this year. I searched for any emails from yourself and we don't have a record of receiving any. You can email me directly ********************************** so we can see how we can assist you.
Serial # **********
Claim # **-11509
Sincerely,
*************************** - **************** Manager
Initial Complaint
Date:09/26/2023
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.
I received the **** Calspa Hot tub 1 year ago from ****************** in ******* ******.it has had 4 leaks, broken intake , 2 failed pumps, faded headrests , jets that don't function. Our biggest complaint is the salt generator , it will not keep the tub clean, the unit has been replaced twice. We supplement daily with chlorine tablets. It certainly isn't as marketed.Business Response
Date: 09/26/2023
Hello *****,
I apologize for the issues and inconvenience you have encountered with your spa. I will be contacting your Dealer to see how we can assist in getting your spa up and running. I will also be sending you an email with my contact information so we can work together.
Thank you,
***************************
Customer Service Manager
Email: **********************************
Initial Complaint
Date:09/13/2023
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.
We have been trying to work with both local authorized dealer as well as Calspa to get our hot tub fixed. Our local authorized dealer sent a tech out and the first time they told us the hot tub was a total loss and to check with my homeowners insurance. The 2nd time they said it could be one of 16 jets but that probably won't fix it either. Right now, they want to charge us $125 to come tell us the hot tub is broken and to buy a different brand. When we reach out to Calspa, they tell us to go back to the dealer. There's a significant disconnect between Calspas expectations of the authorized dealer and the level of service the local deal is providing. We just want someone to assist in getting our tub fixed. For reference: Model L-S19-BC867B (Thread:417440)Business Response
Date: 09/14/2023
Hello,
In order for us to assist we will need the following information.
* Dealer where the product was purchased from.
* Invoice showing model and serial # along with date of purchase.
* Who was contacted for repairs? ******************************** Information.
Thank you,
***************************
Customer Service Manager
Customer Answer
Date: 09/19/2023
Complaint: 20598778I wasn't sure how to respond without rejecting the response. Please find my answers below.
* Dealer where the product was purchased from. **************** Spa - *****, **
* Invoice showing model and serial # along with date of purchase. I don't have the invoice but the Model # is: L-S19-EC867B and the Serial # *************, unsure on exact date of purchase but delivery date was **** 2019
* Who was contacted for repairs? Authorized ********************* Information. **************** Spa, *****, ** ************ - We also spoke to *** at the *******, ** CalSpa location.
Thank you,
********Business Response
Date: 09/20/2023
Hello ********,
We have been in communication the Service Manager at Home Innovations. It has been disclosed that you are the second owner of this spa therefore warranty would not apply. We were also advised that you were informed of this during your initial call for repairs. The dealer also advised that the last service was on 9/11/23 with no further communication that an issue was still present.
The dealer is willing to provide service based on their rates and fees. Please contact them directly for assistance.
Thank you,
***************************
Customer Service Manager
Initial Complaint
Date:08/07/2023
Type: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 calsps hot tub model # Model# AM756BW, from the *********** The hot tub arrived at my beach house in February of 2022. Almost immediately the hut tub started falling apart at an unprecedented speed. The blue tooth sound system, which was one of the main reasons I chose the spa, stopped working in less then a month. All together i believe we used it 4 times before it stopped working. Also the water fall k*** broke almost immediately. We have to warn people not to touch it or it and water will shoot up in the air everywhere. This hut tub has not been at a rental property. I have personally been there every time it has been used. This hot tub has not abused. It is a piece of junk. I have tried to email Cal spas to have them fix it. But they refuse. I have emailed with their customer service manager, ***************************, and she has been completely unhelpful. She hardly ever responds back. If she does, its definitely not in the time frame their website claims and always unhelpful. Multiple times she has had me taking apart a brand new spa to try and fix it myself. Why should I be taking the walls off the spa and testing voltage on a brand new spa.Business Response
Date: 08/09/2023
Hello ******,
Based upon email thread:386385 you have been communicating with **************. Most recent communication was Tuesday 8/8, ************** is sending you out parts to take care of the issues you are having on claim # **-16277. It is also noted that you will have your local servicer assist with the installation of said parts and provide us with the invoice for reimbursement. Is there something further you require?
Thank you,
***************************
Customer Service Manager
#************
Customer Answer
Date: 08/13/2023
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
Date:02/08/2023
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.
I received my Cal Spa on January 4, 2023. Upon filling with water a leak was detected. I paid $10,225.00 for said leaking spa. I was under the impression that I would receive a spa free from defects such as leaks. That did not happen. I am getting very poor customer service to fix or replace said spa. Customer sales order #***** I currently have a funnel zip ties to the leak location feeding into the hose come out of the spa so this hopefully mitigates any water issues inside sealed spa area.Business Response
Date: 02/10/2023
Hello *****************,
We apologize that you are experiencing an issue on your new spa. We have reached out to your selling dealer and they have advised that you are scheduled for service early next week 2/14. Rest assured that they will get your spa repaired and you will be back up and running.
Thank you,
Cal Spas
Initial Complaint
Date:08/30/2022
Type: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 recently bought a ****** ***** ******* **** with cover and lifter. The Lifter broke after a month of use. I didn't try to get it replaced I just ordered a new one. The new one had a different design and does not fit properly. Ive been emailing them with pictures and still getting the run around. I've spend over ** on this hot tub and didn't even ask for a replacement on the first lifter. Now I have a broken lifter and one that doesn't fit on a new hot tub.Business Response
Date: 09/16/2022
Business Response /* (1000, 8, 2022/09/15) */ Cal Spas has agreed to replace the cover lift for the customer at no cost. Replacement order has been processed and scheduled to ship via ***** on 9/15/22. Consumer Response /* (2000, 10, 2022/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Resolved. Thank youInitial 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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