Coastal Spa & Patio

March 24, , we bought a hot tub, two chairs, a couch, umbrella, fire pit table, and pergola. In early July, the spa, pergola, fire pit, and couch were delivered. During installation, the pergola was damaged and not all the parts were there. Additionally we learned they had sold the chairs we had bought to someone else, and while they said they had ordered them when they learned of their error (but had not told us), the chairs were not in yet. It took many unanswered calls, along with emails, and threat of visits to the store along with involving the manager, to get the store to finally schedule time to finish installation of the pergola. A second crew came out two weeks later to finish, however, parts were still missing. There was damage to the product and many parts left scattered on our ground - a hazard for our pets. On August 26, five months after we ordered them and over a month after installation and delivery started, we received the chairs and our pergola installation was "completed." It is October. Our pergola does not work (remote does not turn on light, slats do not open or close, etc.). Despite calls and emails to the store, I cannot get an answer or help. (I reach out almost weekly and receive NO response every time.) I have now reached out to the manufacturer. They are surprised we do not want our cleaning package and are sought a refund of that amount. They can't imagine why we don't want the extended warranty through the store. They have stopped responding to my emails. When I call, I am sent to voicemail every time. For nearly $50,000 they need to do better. I would avoid this store AT ALL COSTS. I love my hot tub and picked this store because they stocked the brand, but I would pick any place other than them in the future.

I rarely leave reviews, but after months of unresolved issues, I feel it’s important to share my experience so other customers can make an informed decision. From the very beginning, our hot tub has had recurring electrical failures. The breakers trip—often at night—and when this happens, the system becomes partially inoperable. Most concerning, the control panel and salt system are frequently unable to reset afterward. This is not a one-off event; it has happened repeatedly. Coastal Spas has sent multiple technicians (three different techs, over six hours total). During these visits, breakers were replaced, panels were changed, and extensive diagnostics were performed. Despite all of this, the problem persists. Most recently, the explanation shifted to blaming our solar system and EV charging. We were told that nighttime power “switchovers” are causing improper power to the hot tub. However, our electrical setup has been reviewed, wiring confirmed correct, and no other appliances in our home experience issues. A properly functioning hot tub should not become unusable due to normal household power conditions. What’s most frustrating is that after all this time, the hot tub still does not operate reliably, and the inability to reset the system after a trip is considered “acceptable” or external to the product. That’s simply not reasonable for a premium purchase. At this point, the issue feels less like troubleshooting and more like deflection. If Coastal Spas is unable or unwilling to fully resolve this, that should be stated clearly so customers can decide how to proceed. I’m still open to a real resolution, but based on my experience so far, I cannot recommend this company.

I rarely leave negative reviews, but my experience with this company was extremely disappointing. The person who answers the phone is consistently rude, dismissive, and quick to hang up, with no interest in providing basic customer service. I was charged the full $229 upfront for an evaluation of a portable used jacuzzi. The technician arrived later than scheduled and immediately stated he needed a hose on-site to fill the jacuzzi in order to assess it—something I was never informed about beforehand. Since I didn’t have a hose, he spent about 10 minutes giving verbal estimates and left. He asked for my email to send a detailed report the same day, but I never received anything. When I called the following day to ask about the missing information and the high fee, the woman on the phone was completely unconcerned. I explained that $229 was excessive for the minimal service provided, especially when others have had similar evaluations done for much less. Instead of addressing the issue, she told me they “should have charged $350” and acted as if they had done me a favor. When I mentioned that this level of customer service could hurt their reputation, she rudely said “thank you” and hung up. Overall, I received almost no value for the price paid, and the unprofessional attitude from the office was the final straw. I would not recommend this company based on my experience.

2/16/26 EDIT: After a delay from the manufacturer, Mike, Justin and the service team were able to complete all necessary repairs....even though the new panel from TYLO also appears to have a broken/loose slat. At this point, 5 Stars to Coastal Spa & Patio and 3 for TYLO based on their build quality. Thanks again to the Coastal team! Purchased a TYLO Kiruna Hybrid 2 from Kyle. Purchasing experience was good. After approximately 6 weeks, sauna arrived though a panel was damaged. Install team notified us of the issue and removed the damaged sauna. 2-3 weeks later, full install occurred with a corrected panel. After install, we found a couple cosmetic defects and contacted Coastal Sap & Patio service. Haley was initially responsive and provided a cell # to text pictures and exchange messages. After a brief period of no contact, a follow-up message prompted a service team for an on-site visit. They cleaned a glass smudge, adjusted the ceiling as they said it was not pushed down enough, and stated they were not sure if the damaged black wooden slats would need to be repaired on-site or removed for repair. Several weeks later, no response to my messages. The TYLO is great, probably best to find another outlet to purchase from if you want responsive service.

What an amazing experience with Coastal Spas! We purchased a TidalFit EP14 swim spa, and Maxwell was wonderful to work with in the purchasing of the swim spa, fielding multiple questions and even organizing a test swim for me to ensure I loved it, and he went to bat for us to get us a price that could make it possible for us to own it. Susan was amazing with coordinating the delivery and worked wonders to find a Saturday that fit with my husband and my schedule. The swim spa had some challenges out of the gates, and Mike and Justin have been simply fabulous and very responsive with servicing it effectively, getting me back up and running within 24 hours each time, and they’ve both given me expert advice to care for my spa. Even the sales department when I’ve been purchasing the chemicals has been wonderful, giving me advice for what I needed and when to use it. It’s always nerve wracking to make a big purchase like this, but we have been treated with class and expertise at every phase of the journey. You MUST use Coastal Spas if you are thinking about getting a swim spa or hot tub!