ComplaintsforSunset Spas of Arizona, LLC

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  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!

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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

  11/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  06/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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
  
  ****
  

  
  

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