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Update by user Aug 15, 2020
I have not heard from Anyone! Is this even published?
Original review posted by user Jun 18, 2020
8 MONTHS HAVE NOW PASSED... On Oct 18, 2019, I Contacted Coast Spa warranty department regarding cracks on a 4 year old swim spa that I noticed appearing on both sides the model is a Wellness II performance package. I was told to contact my dealer, WhiteSwan Pools &Spas in Ventura CA. No one gets back to me from Coast or WhiteSwan so I had to follow up with emails, and phone calls... I was finally instructed via email to send more photos, answer a list of questions regarding surface where spa was installed and chemicals used.... My answers and photos were provided, see attached. I purchased the spa had a concrete contractor design and level the section of pad for spa and hired a crane company to set the spa. Everything is level, the spa has not ever been completely drained, it is maintained and covered with 2 different custom covers I had made. I do not use chemicals and the only time the spa "sat" idol was after the heating element failed. I had to call and remind dealer and warranty dept for heater replaement as my electrician told me the heater was tripping breaker and the spa was unsafe to use. It was off waiting service but this event happened during the time I was in communication about the cracks...
Forward to January 9, 2020 - still no response, I emailed dealer and warranty dept for information.
I am told by dealer to send in more photos as the Coast warranty dept. had "closed the case, stating the cracks are crazing, IE cosmetic hair line surface cracks." WhiteSwan manager Toni Langlo emailed back asking me to do a "paper test" as their service department thought the issue was far greater than cosmetic crazing. (See photo paper test results.) After long time and again no response from dealer or warranty dept after sending paper test results...I emailed, and continued to leave voice messages to both parties to receive the following email from dealer stating: "We did get a reply from Coast. They asked us for more pictures which is absolutely ridiculous. They have enough plenty of pictures and it appears to us that they are looking for more reasons as to why they should not warranty this. We are fighting back and will keep you posted."
WhiteSwan Pools Spas
To date June 18, 2020, I have no response from dealer or Coast Spas and the cracks are enlarging. I was told from dealer service dept that came to replace the heater under Coast warranty, that my spa was badly cracked and should have been replaced under warranty. The service man told me that had I purchased a spa from their "other" manufacturer, I would the spa would have been replaced immediately.
I am in touch with an attorney at this time. I am asking for just the refund on the spa not the crane install and accessories that I purchased for it. But possibly I should...
Product or Service Mentioned: Coast Spas Swim Spa.
Monetary Loss: $15000.
Preferred solution: Full refund.
Coast Spas Pros: Good jet propulsion and filtration system.
Coast Spas Cons: Do not honor warranty.