Coast Spas Coast Spas failing to honor warranty , Internet

You say you want work within your means to ensure my satisfaction... to contact you... but there is no contact information.  You say that the pump failed because of MY failure to keep my chemicals in check.  I ask you Sir, how in the world would you have any idea about the chemicals in my Spa?  The serviceman that came out said he could remove the pump and send it to Canada, BUT if Coast found any reason that the pump seal failed due to owner neglect, they would not repair the pump and not send it back!!!!!!  And now, you are telling me BEFORE anyone has even looked at the seal in question, that it is MY fault!!!!  Probably a good thing I didn't let him send it in if you have already made your mind up before ANYONE has examined the seal, or that would have been another $800/$1000.

Also, the salesman/manager at Austex Spas, David Siebelink, said when we purchased our spa in 2009, there was a 5 year total warranty on it.  I even had him write it on our sales receipt.  Now, AFTER the fact, after they received the $10,000, guess that little warranty claim he made is not true.  And Sir, I call that deceptive trade.

In closing, I want to say, that this is probably one of the poorest examples of customer service, from Coast, as well as Austex Spas, I have ever seen.  This is actually my second spa with Coast and Austex ($20,000).  The first one, we had to move shortly after installation. If you are serious about ensuring my satisfaction, please email me at rustycook53@yahoo.com. I will post your reply, or lack of one.

Dear Sir,

Very saddened to hear of your disgruntlement with Coast Spas and our warranty policies. We take great pride in our products and believe we offer a very comprehensive warranty to protect our customers in the event that our craftsmanship or equipment has contributed to a failure in the spa. 

This said, there are critical components (such as your pump seal) that we are unable to cover under warranty as their lifespan is directly influenced by the water chemistry, which is maintained by the spa owner.  This is not a unique policy, and is standard throughout the hot tub industry. Your warranty documentation from 2009 will clearly outline these exceptions.

In your case specifically, your pump seal deteriorated and caused a malfunction in the bearings of your pump. As mentioned before, this premature deterioration is a result of an unfavorable chemical environment for the pump seal.  

We do very much value your business and are here to assist you at anytime. If you would like to discuss this issue further, we would be happy to do so.  We want to see you enjoying your spa to its fullest and are happy to work within our means to ensure your satisfaction.

Kind Regards,