Coast Spas

First, I apologize for the length of this letter. Its necessary to paint a clear picture of our experience with Motor City Hot Tubs in Waterford Michigan and the Coast Spas Purfikt Spa. This has also been sent to both the manager and service manager of Motor City Hot Tubs, the Michigan Attorney General, A Consumer Products attorney, local consumer affairs media, and soon on all social media platforms.

At the beginning of the pandemic, figuring we couldn't go anywhere or do anything like a vacation, my wife and I decided to get a hot tub. We also needed it for medical reasons. We're in our 60's. My wife Rhonda has acute Rheumatoid Arthritis and we've both had back, neck and knee surgeries. We shopped at a few places and ended up buying a Coast Spa from Motor City Hot Tubs in Waterford. Ironically, the model's name is "Purfikt". It is anything but. Here is a link to it on the Coast website. https://www.coastspas.com/purfikt.php.

It sure looks nice. Retail price approx. $15,000.00. Sale price approx. $13,000.00 plus electrical work and financing charges.

We were told it was a "floor model", a demo unit that was brought in for a spa show for its unique look and features (thus the price break) and it had some minor "cosmetic" damage that they promised to repair before delivery (not so much). There were scuffs in the shell that were not repaired, but they did replace some damaged side panels. It also came with a full factory warranty. It has been nothing but trouble from the day they delivered it. In fact, the delivery itself is where the trouble started. Due insufficient entry space through our gate, they were supposed to install it using a crane. It showed up on a flatbed truck. The delivery crew convinced our neighbors to allow them to use their driveway and remove a section of their chain link fence to make the installation possible. They promised to return the fence to its original condition. They did not, and it still reflects a half-hearted effort to do so. It was, in their words "One of the worst deliveries they've ever done." The whole time skidding and sliding across our yard and on to the brick patio, complaining about the extreme weight and the fact that they didn't send a crane. From that day forward the tub has been a lemon and we have been demanding it be repaired, replaced, or that we be given a full refund, to no avail. We've waited months for parts, for them to get us on the service schedule, to even hear back from Motor City Hot Tubs. Ive also contacted Coast Spas on several occasions. Ive explained our situation and was promised follow-up calls twice that never came. The communication has been terrible. We've been ignored, blown off, promised visits, and gotten no shows.

It started losing water immediately. We were told at that time it was being caused by the waterfall feature being on while the spa was filtering. We turned that feature off, but nothing changed. Then, the water got cloudy very quickly, even though the chemical balance was correct. It turned out that someone in the store had taken the filter from our tub and put in another. There was no filter at all and when I called, they didnt have one in stock. They said they had ordered one and would call me when it came in. I didnt hear from them for a week, so I called again and was told it hadnt come in yet. This happened twice more until it was finally in, but of course, I had to drive the 45 minutes to Waterford to pick it up.

Next, it was a drainage tube around the filter cap. Water was puddling there, and the tech had to take the whole back of the tub off to find the problem. A hose that was cut to long and simply tucked under the frame where it kinked, blocking the flow. It came that way from the factory!

Then it was the cover, lift and side panels. Without telling us, according to their service tech, the lift for the cover Motor City put on it voided the tubs warranty! The mounting for the lift and cover itself were too heavy to be supported by the access panels they attached it to. That panel, being only 1/8 thick faux wood plastic, subsequently broke under the weight. The cover itself was of poor quality and soon became water-logged and began to mold. After nearly two years, they finally agreed to replace the panels, the cover, and the lift under warranty. Again, we waited months for the parts to arrive, calling frequently to inquire about them. Then, being told by Jamie, I dont know why they didnt tell you they were here. Theyve been here for months! Complete lack of communication on Motor Citys part. The new lift was more expensive, so we had to pay for half of it. They also had to modify the tub to ensure the panel didn't break again, adding a wooden "stud" to the frame in order to screw the panel and lift mount into it. Sort of an in the field *** if you will. The new panels had holes in them for venting, something the old panels didnt have. They had to order the vents, so the tech placed cardboard and duct tape over the holes. The vents took several months to come in, and again, I had to keep calling to check on them. When they did come in, again, I had to drive from Troy to Waterford to pick them up and install them myself. The cardboard failed to keep out the local small animals seeking shelter and warmth and leaving behind their excrement. And the duct tape dried up in the sun and left glue residue all over both new panels.

Next was the water gauge. It stopped working, making it difficult to monitor the leaking, requiring another service call at which the tech removed several large bags of foam insulation to make the repair. The foam was not replaced. When we expressed concern about the foam, Jamie told us that "Here in Michigan, you really don't need it. They make these in Vancouver and it's much colder up there." Um...what? The average daily temperature in the winter is Vancouver is 45 F. In Detroit, its 32. Gotta call BS on this one.

It's has continued to leak water and has gotten progressively worse as time has gone by. We were refilling it twice a day just to keep it running properly and avoid damaging the heater, pumps and other innerworkings. And we can't use it because the water we have to keep adding to it keeps it too cold! And you should see our water and electric bills! And keeping the chemical balance is difficult and expensive. We've been in it maybe 7 times in three years. Our plan was to keep it open year-round, and now, because of the cold temperatures, we can't close it for fear that the water in the pipes and tank may freeze and damage the lines, the pumps, etc. In fact, we were warned by the service tech not to winterize it now for that reason and because the anti-freeze they put in would just leak out.

Motor City Hot Tubs farms their service out to Glenn's Fireplace and Spa in Livonia. Their tech has been here on multiple occasions in an effort to determine the cause of the leak, each time removing more and more of the foam insulation that helps keep the tub warm. When it's removed, it crumbles into little pieces and can't be replaced without using the canned foam insulation you can buy at a hardware store. Then we were told the foam was only there to hold the internal parts in place during shipping. They cant seem to keep their story straight. If thats true, then when the crew moved it and hauled it to Glenns, there is potential further damage to the tub because theres no foam left to secure the internal parts. Glenns techs have made multiple attempts at repairs, but nothing has worked. Anthony also accidently broke a couple of parts that he promised to replace but never did. One of which is the inside of a jet thats still missing. On his last visit, he explained to us why he thought the tub was leaking. As opposed to rubber gaskets being placed around the jets, Coast opted to apply for silicone to each one. The tech showed us the parts he removed, and each one had either incomplete silicone around it or none at all. He also said, because we were losing so much water, so fast, he felt that most, if not all of the jets were probably leaking. Finally, after demanding the problem be fixed, the hot tub be replaced, or that we get a full refund, we we're told that we had to "go through the process" of attempting to repair it. By happenstance, Motor City had arranged for a team from Coast Spa's Service Division to visit their store for some training and to look at other problem tubs in the area. They decided to stay a couple extra days and came to our home Friday, March 3rd. They spent a whole day here, tearing apart the tub, removing nearly all the foam insulation (only some of which they replaced) applying silicone to various parts, examining for other potential leaks, checking valves, etc. They managed to chip the access panel and were unable to get any of the 8 faux wood panels to stay in place. So, in another "field *** they screwed them all into the frame with large, galvanized screws. Within minutes of them leaving, we could see the water meter begin to fall. They seem to have slowed down the leaking to some small degree, but the water gauge still goes to empty after being filled up the previous evening, about 12 hours.

On March 17, 2023, a crew of three from Motor City came to take the tub to Glenns for repair. I video recorded the entire process. They didnt bring a pump to empty the water, so I let them use mine. They finally had an extra man sent out with the larger pump. I also provided them with a Shop Vac to help remove the water. Once it was empty in the shell, they wrapped the top of the tub in an unsuccessful effort to protect it from damage. They didnt even have enough plastic wrap to make it all the way around the tub once. The 4 of them tried to lift and tip it on its side. They couldnt budge it. Then they brought out what looks like a floor jack to lift it and scoot it across the patio about 3 to 4 inches at a time on each corner, damaging the underside, the metal strips/brackets on all four corners, the plastic strip and seal that goes on the bottom underneath the access panel and who knows what else. (The broken parts were taken away on the truck). Then they brought in a fifth guy. Thats what it took to get the tub up on its side. Using their sled (which was too small to do the job properly) and 4 sheets of plywood that I happened to have in the backyard, they dragged it from the backyard to the truck. And on the way making a muddy mess of my lawn, scratching my patio bricks and somehow damaging my new wooden gate. All this, again, trying to save money on a crane. Today, I was told by Glenn's service that the problem is a crack at the tank connection. And that they have to buy special tools, wait for special parts, make that repair, then repair the jets that are still leaking. Meaning the could take months, while we still make monthly payments on a product we can't use.

In summary, The Coast Purfikt is a poorly designed failure, not fit to be sold to the public. In fact, when Ive spoken to Coast, they seem to know nothing about it. You cant even find a manual for this model! Youre forced to use a general manual for the Infinity Series. I feel that we were taken advantage of at the sale because you had a damaged demo model on your hands that you couldnt move off the floor until we walked in. I understand that youve never ordered or sold another one these and I can see why.

And now, because The Motor City crew had to jack it up and then drag it across my brick patio and then my yard, on its side, without proper protection, its damaged and requires significant repairs. A reminder that I have video recordings of the debacle of the move, photos of the bad parts and all the bags of foam removed during service by Anthony and the Coast Crew and records of every visit.

Saying we are dissatisfied with the product and the service are the understatements of the century! And trying to placate us with store credit like youve done in the past is of no interest to us. We burned through a year of free chemicals and your store credits likewell water through a sieve. Pun intended. Joe at Motor City Hot Tubs promised to have our back. If they are true to that promise, they should tell Coast Spas what they can do with this poor excuse for a product and do the right thing by giving us our money back or replacing this tub with a different product of equal new retail value. Those are the only two acceptable solutions. In case you didnt hear it, thats the sound of me putting my foot down. I never want to see that thing again.

All the best!

Randy Stephenson

2594 Athena

Troy, MI 48083

Mobile: 248-752-****

randy@***.com

http://randystephenson.com

On 2/2/2019 we purchased a Coast Spa from Hot Tub Liquidators (Luxury Niagara) in Henderson Nevada. It was represented as the "best" spa in the industry and made to withstand the climate in Nevada.

It cost over $17,150. It was installed a few months later.

During the past three years plus years we have had many issues with the spa. To the point where the service people and I are on a first name basis. The latest problems include a leak in January which cost me ~$500 to fix and now the air injector pump has gone out.

So we have been only able to use the spa twice in six months and the season is ending.

In addition, the top is in bad shape (even with constant care), the speaker springs do not work and the water gage never worked (it was repaired in January).

My most recent issue with the air pump causes my breaker to immediately trip. So I had an electrician out and he verified my wiring and breaker were fine and it was the air injector pump. We called HT Liquidators Service and discussed the issue with the service rep he confirmed that it was the pump. The pump would cost about $320.00 and a one hour install.

They gave me a service date that was two weeks out (4/19/23). The rep arrived on 4/19/23 and confirmed that it was the pump but he did not have one in his truck, Then wanted a $175.00 service call fee! I told him I was not paying and he understood my frustration.

Your web site professes that you make the best spas in the business. Well I have owned several and this spa has been by far the worst performing.

I had a Hot Spring spa for over ten years and never needed a service call. I would request that you review my service record with Hot Tub Liquidators and let me know if you believe that we got our money's worth. I am a Quality Assurance Professional by trade, so I understand all products have issues.

But this spa has bee one of the most disappointing purchases that we have ever made!

Bob Preusser

! Lembo Di Lago court

Henderson, Nevada 89011

cell: 702-743-****

Hot Tub Liquidators

702-713-****

I cannot give Coast Spas a good review. Years ago I paid in full for a swim spa only to have the arrival date keep getting pushed for months at a time.

Eventually Coast cancelled my order all together only to almost double the prices for new orders. Eventually I gave in and paid for a Coast swim spa the same as before 2 years later. The price went from $28,000 to $50,000. Same happened to me again.

Coast was unresponsive to the dealer and kept pushing the arrival date out. I received it 2 months late. I have it now and its plagued with problems. Coast doesnt offer any decent instructions on how to even use the swim spa.

I struggle to swim in it and dont know how to use some of the functions. The online only owners manual is no help.

The Dealer, Richs for the Home is unreliable and lacking prober communication as well. I deeply regret buying a Coast Spa.

It's been two years now and NO repair. The issue was reported within a month of install.

I don't even use it anymore. $15K boat anchor. Worst spa I have EVER had. NO service when it was bad within a month of install.

One side of the foot massagers keeps stopping. The filter system has issues with keeping it clean. There is some type of floating white and black stuff, looks like some of the seals are already disintegrating. One of the small "fountains" barely trickles now.

Yes, I watch ALL the chemical levels every week. If you turn the filter system on a 24 hour a day cycle it STILL doesn't help and then the temperature went up to 109 degrees Fahrenheit.

I had to lower the cycle down to twice a day. I only keep it running IN CASE they EVER decide to FIX IT, which I doubt.

Agree with others on here0 Stars should be an option because thats what this group deserves. Bought a brand new top of the line model with all of the options.

Oxygen generator didnt function upon delivery but they replaced that after a few months. Cabinet panel cracked and they also replaced that after a few months. Then, at the ripe old age of one year, one of the pump circuits stopped functioning. First I was told it was a pump issue but the pumps were back ordered due to COVID.

9 months later still no pump and they then tell me its not the pump but a piece broken off inside the plumbingAND THEY WANTED ME TO PAY FOR THE REPAIRS. Coast kept saying the local dealer should take care of it and the dealer said Coast refused to reimburse them for it.

Spoke with Coast directly and they said I had to work through local dealer to make an arrangement. These are scam artistsstay away!