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Business Profile

Pool Contractors

Sunplay

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

This profile includes complaints for Sunplay's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sunplay has 2 locations, listed below.

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    • Sunplay

      471 S Deseret Dr Ste 2 Kaysville, UT 84037-6891

    • Sunplay

      1075 S Depot Dr Plain City, UT 84404

    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    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:09/11/2023

      Type:Product 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 ordered a heater element (order#**********) on June 15th for my Hayward pool heater. We did not intend to install it until now (September) due to not needing it. When I opened the item on September 9th, I realized the wrong item was inside. It was too long and did not fit my unit. I reached out for an exchange, and based on their refund policy if I return it within 60-90 days (attached from their website today) I should get a full refund in the form of an instore credit. They are not honoring this and hitting me with a 35% restocking fee. This is not a special order, or an item listed in their exclusion in the refund policy. Based on how rude and unreasonable they are behaving, I just want my money back and I will buy somewhere else.

      Business Response

      Date: 09/12/2023

      This has been resolved. The customer was contacted and informed there will be no restocking fee. He can return the unit for a full refund.

      Customer Answer

      Date: 09/14/2023



      Complaint: ********



      I am rejecting this response because: I received an email today stating the following. This has been a game for the from the beginning when they first refused to honor their return policy, not after sending it back with UPS for over $108.00, they claim its damaged and I should file a claim with the carrier.  These people are scam artists and lie at every turn.

      Sunplay Information 2:59?PM (59 minutes ago)

      Hello

      Per our warehouse 


      This item has been returned but unfortunately it arrived damaged. This is unable to be returned to stock and credit is denied. Please advise what you would like us to do with this item.


      Would you like us to ship the item back to you or we can dispose of it but no refund will be issued, we can get more photos for you to file a damage claim with the Carrier


      Thank you

      Elizabeth





      Sincerely,



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

      Business Response

      Date: 09/22/2023

      This issue has been resolved. The customer was refunded in full for the returned item. The customer will receive an email confirmation for the refund. 

      Customer Answer

      Date: 09/22/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  My account was credited this morning.  As long as this does not get reversed or in any way obstructed, I am satisfied.



      Sincerely,



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

    • Initial Complaint

      Date:09/16/2022

      Type:Product 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 ordered a pool part online, received the item and decided not to keep. I followed their return policy and contacted them for a return label, waited got no response. Called twice and was told be patient the person that handles returns is on vacation. Finally two weeks later I got the label. I packaged the item exactly how I received it. They issued me partial refund and stated they took out ***** and claimed it was missing a piece of cardboard inside of the box. I went back and forth several times via email and explained that I packaged it exactly how I received it and kindly asked for a full refund. They stopped responding to me.

      Business Response

      Date: 09/16/2022

      This has been resolved. We have issued a refund of $40.62. Customer should receive an email confirmation regarding the refund. 

      Customer Answer

      Date: 09/16/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      Moliratt Um

    Sunplay is NOT a BBB Accredited Business.

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