Complaints

This profile includes complaints for Sunset Spas of Arizona LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sunset Spas of Arizona LLC

  634 E Baseline Rd Ste 123 Mesa, AZ 85204

  
• 

  Sunset Spas of Arizona LLC

  1305 S Arizona Ave Chandler, AZ 85286-6500

  
• 

  Sunset Spas of Arizona LLC

  1400 N Litchfield Rd #F3 Goodyear, AZ 85395

  
• 

  Sunset Spas of Arizona LLC

  7410 W Bell Road Ste 300 Glendale, AZ 85308

  
• 

  Sunset Spas of Arizona LLC

  4357 E Mc Dowell Rd Phoenix, AZ 85008

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our Jacuzzi from Sunset Spas in May 2023 for $12,765.93 and it was delivered May 16th 2023 (spa and cover, but no cover lifter which was supposed to be included per sales contract). We started having side panel and jet issues in July 23 and reached out for service/warranty. We had to repeatedly contact Sunset Spas and were not getting any call backs or resolutions. It took until December 2023 for someone to come out and issue still could not be resolved. Finally, after several calls to Sunset Spas (with little return communication) we were approved for a replacement spa (frame was bad on original one) and it was not delivered until July 1st, 2024. Again, no lifter was provided, and Sunset ************ proceeded to order one and three times during the next few months, the wrong one was sent. By this point, our new cover was worn out and unattached. On January 16, 2025, service came out to install the third one (still the wrong one), they needed to move the spa and broke the base/trim. We were told they would repair the base, order and install the correct cover lifter, and approve a replacement cover and expedite everything. I have repeatedly called service ( because again, they never return calls as they say they will) to follow up. At the end of January, 2025, I was told the lifter had arrived, and they were waiting on the base repair kit and the cover was to be shipped from the vendor on Feb 5th and could take a couple of weeks to arrive (which seems like a long time from CA to **). I was told last week that they "thought" it was in the warehouse now, somewhere in the stack they received, and once the forklift operator was there later that day, they would find it and call me back That same day to schedule. I have yet to receive a return call and called again today, and NOW was told that the cover had only been shipped on Feb 21st, not Feb 5th as previously lied to before. I asked for the service supervisor name and number and was given his name only.

  

  Business Response

  Date: 03/19/2025

  This customer has been handled, cover installed, abs pan repair fixed, and lifter installed.

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a spa late September but it was delivered without an Owners Manual. Ive reached out to the company 4 times and have yet to receive the manual or a response. Bad customer service in that regard.

• Initial Complaint

  Date:05/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a spa on 10/07/2023. Was delivered 11/01/2023. Delivery guys delivered a temporary over sized cover and assured us the correct size cover would be delivered to us in a couple of weeks to a month. Due to the oversized cover, the brackets for the cover could not be installed and we have to manually remove the cover. It has been over 6 months and we still do not have the correct cover. We have called and emailed to no avail. Its completely unacceptable!

  

  Business Response

  Date: 12/23/2024

  HI, In Regards to ******* Capazzis Complaint we did reach out to her and she did say she was all taken care of. The Job was done and completed on May 13 2024. The original issue stranded from a horrible back order on covers we would order from a specific manufacturer located on the east coast and since then we have changed cover manufacturers and started working with one who is local to us in Arizona which has helped tremendously on any cover orders and production time. 

  
  

  I also let ******* know when she is ready for a new cover for her hot tub to please reach out and on behalf of Sunset Spas we would give her a big discount on her new purchase for the inconvenience and long wait time of her original order.

  
  

  Customer Information:
  ******* *******
  ********************
  ******, AZ 85747
  Daytime Phone: **************
  E-mail: *******************************************************************************************************

  
  

  Please let me know if you have any questions.

  
  

  
  

  Thanks,

  
  

  **** ******

  ************

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date: 12/21/2023 Delivered: 1/4/2024 Bought a brand new Milano spa. Have had it for 5 weeks and in the 40 days that I've owned it I've only been able to use it 4-5 times. I have owned 2 other spas since 1993 - Sundance and *******. I use a spa 4-5 times a week and had very little issue with performance in the past with the other brands. But this one from Sunset is constantly breaking, where they have to send in a service tech to resolve. After the service it will work for a day or 2 then break again. Same symptoms. Asked the company to allow me to return it. They 'don't take returns'.I've had 4 service visits in the past few weeks and the issue persists. I have the service tech on speed dial. He is currently at my house right now replacing the pump. I regret my choice but at this point I don't know what other options I have since they won't let me return. I just want to return this and get my money back for this near useless hot tub.

  

  Business Response

  Date: 04/15/2024

  You never stated what complaint was. Sounds like you are receiving service to resolve your issues. These things are not made in heaven thats why we offer a full warranty..

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a spa in nov 17, 2021 it from the *********** location it was delivered June 22, 2022. We had several jets break the spa was not usable for 9 months since we had it. They approved a company to do the repairs. I had to pay the repair man up front and get reimbursed by sunset spa.its under a 2 year Warrenty from delivered date. Sunset spa did reimbursed me for.the ************ job, but will not reimburse me for the second. I have contacted the company several times without any resolution. I would like to be paid for the repairs. They have all the documentation, I have been in contact with ******** several times, she just tells me she waiting on the management to ok the charges, no one in management will speak with me , or return any phone calls.I purchase the spa from the **** s Arizona Ave, ********, ** ***** location.

  

  Business Response

  Date: 04/15/2024

  The manufacturer MAAX denied this claim due too the service tech not being authorized as a service tech even thought they have approved his work many times in past until your claim.. This is not on Sunset Spas..

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a spa last winter (2022) from Sunset spas and was very happy with the purchase. Since we have purchased it we have had to service come out and fixed several leaks. The last one they came out November 22nd and the technician said they will need to order a part and they will schedule a follow up. Never heard back from them and called 2 weeks later. They told me I needed a picture and the part # in which the technician had and never provided a part # for reference. We scheduled another appointment and when they came out they said they needed someone smaller to make the fix and will follow up the next day, which they never did follow up. Had to schedule another appointment in which they cancelled. All of this and the spa is still under warranty but seems like they are trying to push out past the warranty period. By far the worst experience have had with a company.

  Customer Answer

  Date: 01/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:11/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 1 my partner and I went in to the location with a view to purchasing a portable spa. We were looking at a 56-seater at about $5,500. Your salesperson **** directed us to the Milano range. We were impressed and started to ask questions about it. We were told that it had a single pump with Bluetooth sound incorporated. *** then pointed out that there was another Milano model available with 3 pumps and, as a plus for us, the shell was made in *********** rather than *****. He pointed out that the 3 pumps gave a better therapeutic experience. We then asked him to confirm that the 3-pump model had Bluetooth. He went back to his office and came back to confirm to us that it did, indeed, have Bluetooth. We were convinced and agreed to purchase the 3-pump model at $1,000 more than the base model. He also gave us a specification sheet (see attached) which clearly states that it had Bluetooth.Now that it is installed, I wired it up to code and found that it was not broadcasting a Bluetooth signal. On contacting ***** I am advised (after the sale) that it does not have a Bluetooth module installed and that module cannot be retrofitted.In conclusion I am seriously disappointed that I was given invalid/false information on the spa I was purchasing even though **** assured me that everything was included for the price. On meeting **** today (Nov. 7) he acknowledged that he had given me the incorrect spec sheet and, effectively, mislead me. He actually admitted that he knew very little about the 3-pump model because he had not seen it. If I had known beforehand that for the extra $1,000 I was not getting what I was promised by your salesperson I would not have purchased the more costly spa and would have chosen the base model. In that I consider that I have paid $1,000 more than I should have.All I have been offered is an apology and a $40 standalone Bluetooth device.Not what I expected from a $7000 transaction.

  

  Business Response

  Date: 04/15/2024

  There were 2 version of same unit you received the upgraded bigger pump version. Which unfortunately did not have Bluetooth module, that unit only came with transducer speaker we upgraded you with a floating BT speaker. How can this be a BBB complaint we went above and beyond...

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a $17,000 Jacuzzi in September 2021. The panels of the Jacuzzi have warped three times theyve replaced them once and weve been waiting since September 2022 for them to come back out and replace them and we keep getting the runaround, they were supposed to build the panels then now then they were waiting for them to come in now theyre saying theres an infant theres issues with the manufacturer and we cant get out and get a straight answer from the company. This has been ongoing with this company now for two years several different issues with this ******* , and no one seems to have an answer

  

  Business Response

  Date: 10/26/2023

  Hello *******,
  
  You purchased a very well know spa brand Jacuzzi with an excellent service record. Unfortunately we live next to the sun and any of the plastic sided spas will do the same thing unless we protect them from the sun with umbrellas, sun sails, or a pergola. Sunset *********************** panels are the vain of their existence. I sincerely apologize for your warping panels might want to consider taking action to avoid this issue from happening again.
  
  Thanks
  
  
  ****

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a spa from Sunset Spa last July and I have a broken jet which is under warranty. I informed the company in March 2023 and the maintenance department asked me to take a picture of the broken jet, promised that they would bring it in May 2023 when they brought the swim spa but they forgot. Called and told them I didnt receive the jet. The company told me they would mail the jet to my house. Called again and the maintenance department asked me to email them a picture again, which I did immediately. I needed someone to look at my swim spa in July 2023. I told the tech I was missing a jet and looked it see what was broken. He took the good jet out and now I have another jet on the bottom of my spa and he promised me that he would mail me a jet that day or for sure the next day. Still waiting and still no jet!!! I need help to get the broken jet fixed!!

• Initial Complaint

  Date:06/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought our $12K Spa from Sunset Spas of ****** about 8 months ago, shortly after moving into our new home. More than a few months ago, we went to the local showroom to get replacement filters. Because of the high use our tub was getting, between our family and our Airbnb guests, we needed them desperately. Unfortunately, they didn't have any and they also didn't have any at their ******* Warehouse location. The salesman then proceeded to sell ** the wrong ones assuring ** that they would fit even though they didn't look anything like what we needed. After trying them and returning them, no one was even able to issue ** a refund. We had to wait over a week for the refund to be processed. After numerous phone calls and emails we just keep getting put off and put off. The customer service is a pleasant voice and a bunch of promises but no follow through. Had I read the better Business bureau report on this company. Before making our purchase you better believe I would have bought our spa from someone else. To date no one has followed up.

  

  Business Response

  Date: 10/26/2023

  
  Hi *****,
  
  We apologize for us not having filters for your spa in stock when you came into store. There are great places to buy filters online our ****** store has a very small section for chemicals and accessories. 
  
  Thanks
  
  ****