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Business Profile

Hot Tub Parts

Sunshine Pools & Spas Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tub Parts.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/01/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 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 time

    Business Response

    Date: 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 Answer

    Date: 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 iPhone

    Business Response

    Date: 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 Answer

    Date: 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

    Date: 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 Answer

    Date: 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

    Date: 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 Answer

    Date: 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

    Date: 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 Answer

    Date: 25/03/2024

     
    Complaint: 21100965

    I am rejecting this response because:
    I will accept when this whole transaction is completed 
    Sincerely,

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

    Business Response

    Date: 04/04/2024

    We are ordering the customer a new custom cover from a local supplier

    Customer Answer

    Date: 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

    Date: 19/04/2024

    a new custom cover has been ordered. this will take 4-6 weeks to arrive. 

    Customer Answer

    Date: 22/04/2024

     
    Complaint: 21100965

    I am rejecting this response because:
    Will close once the cover actually arrives
    Sincerely,

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

Sunshine Pools & Spas Ltd. is NOT a BBB Accredited Business.

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