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ComplaintsforSunshine Pools & Spas Ltd.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a hot tub in the spring of 2022 as a gift for my husband. It was an excellent price and the sales lady was very pleasant. We developed a bit of a relationship with the sales lady and delivered firewood to her home. At one point we were going to trade firewood for a new set of steps. When we found through Facebook marketplace that we could buy steps cheaper than what we charge for firewood we cancelled the deal. The sales lady seemed not too impressed. In the meantime I had told her that the lid did not fit properly. She told us that she would order us a new one. After a few months and no reply she advised it could take a year. After waiting a year she no longer wanted to deal with me and told me to speak to “Kim” I was then offered to look at 2 different companies to order from at my own expense!! When I mentioned that this was supposed to be warranty exchange for a defective unit , I was then told that they would have someone contact me and come out to look at it. Never happened, Today , almost 2 years from the start I sent sales lady a message about lack of service and she replied with “contact *****************” I phoned Kim and had to leave a message. She did not phone back. Seems to me that they only like to take money and not handle anything that might cost them. After sale service sucks big timeBusiness response
18/01/2024
There was a long delay in receiving the new hot tub cover. The cover has arrived, and we have notified the customer. We are scheduled to deliver the cover for our customer at no charge as she does not have access to a truck. The issue has been resolved.Customer response
07/02/2024
Good afternoon
I also left a voice message for you regarding my complaint # ********.
The spa company sent their representative with a new hot tub lid on Friday the 26. Sorry on my voicemail I said Monday but stand corrected.
The new lid did NOT fit properly . The representative took several photographs including a photo of the make and model numbers. He said that he had never seen a tub like mine and would have to do some research to find the proper lid. I have NOT since heard back and still have the original lid on my spa. The replacement lid was taken away by the representative.
Therefore this issue is still NOT resolved.
Thank you
Any help would be greatly appreciated
*****************************
Sent from my iPhoneBusiness response
07/02/2024
We ordered the hot tub cover based off of her serial number from the tub. We also confirmed the hot tub cover part number with the hot tub manufacture. The client doesn't like the way it fits, I am not sure what else there is that we can do. The cover we brought out is the correct cover for her hot tub. We are sending a second tech back out to get pictures of it installed and will send it to the hot tub manufacture so they can confirm that if it does in fact fit correctly.Customer response
08/02/2024
Complaint: 21100965
I am rejecting this response because:this lid does not fit properly and I have had no communication of a second tech coming to see the incorrect fit.
they are more than welcome to put it on and take More photos. The last tech said that it did NOT fit proper.
Sincerely,
*****************************Business response
27/02/2024
We sent the tech back out to ******'s with the new cover that ******* sent us to get more photos showing that the cover does in fact not fit correctly. We have sent the photo's off to ******* and are awaiting a response. The cover that we ordered was based off of ******'s serial number and we have confirmed that the part number for the new cover is what is listed for her tub. Once we hear back from ******* with the next steps, we can update ******. Unfortunately, at this moment there is nothing more we can do until ******* advises us. I will follow up this week to see if I can get an update.Customer response
28/02/2024
Complaint: 21100965
I am rejecting this response because:I accept that they are looking into it further and appreciate that , however since it is still not resolved I do not wish to close this yet
Sincerely,
*****************************Business response
12/03/2024
We are not requesting her to close this yet. But we cannot do anything more until we hear back from our supplier. We have sent off the pictures with measurements so that they can confirm if the cover is right or not.Customer response
12/03/2024
Complaint: 21100965
I am rejecting this response because:I actually flipped my lid the other way and it is worse . I appreciate efforts to resolve.
Sincerely,
*****************************Business response
25/03/2024
We were able to get our supplier to cover a new custom cover made from a local company. I sent the information to ******, once she fills it out and sends it back, we can order her a new custom cover. This process takes about 4-6 weeks once the order form is submitted. The quicker we can get the filled-out form back from ****** the quicker we can get her new cover installed.Customer response
25/03/2024
Complaint: 21100965
I am rejecting this response because:
I will accept when this whole transaction is completed
Sincerely,
*****************************Business response
04/04/2024
We are ordering the customer a new custom cover from a local supplierCustomer response
05/04/2024
Complaint: 21100965
I am rejecting this response because:the hot tub body is quite an unusual shape and I require assistance to accurately measure.
someone from the spa company is apparently going to come and assist me with that
Sincerely,
*****************************Business response
19/04/2024
a new custom cover has been ordered. this will take 4-6 weeks to arrive.Customer response
22/04/2024
Complaint: 21100965
I am rejecting this response because:
Will close once the cover actually arrives
Sincerely,
*****************************
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BBB Rating & Accreditation
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.