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Business Profile

Hot Tub Parts

Sonshine Covers, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Sonshine Covers, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 3 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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    • Initial Complaint

      Date:08/24/2022

      Type:Delivery 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.
      On 06/224/22 I ordered a spa cover for $495.00. On 07/24/22 I inquired on the status of my order and was assurred that it was ready and being scheduled for delivery on the next truck out, about one to two weeks. A month goes by and on 08/24/22 they send an email saying the truck is leaving today, do you want to make a color change because we have no blue vinyl. I am not home to get this message. They sent three of them Morning , Afternoon, and evening! The rep said in this email it takes 5 hours to comlete a spa cover from first cut to finish. Why have I been waiting 2,260 hours? They said they contacted me on 08/18/22 with this info about the color change due to the no blue vinyl situation They did not and I would like them to prove that claim. Funny I got all their other emails except that one? Now they say it will take another 3 months at least to get me the spa cover. I told them to cancel the order and now they say OK but I have to pay them $150? For what? incompetence? They offer a 30 day money back gurantee. I don't want it, I want a refund. I can't imagine them producing a quality product when they run their company this horribly. I do not want the product, i would like my money back. I have disputed this charge with my credit card company. I have all the emails they sent, and there wasn't any Aug. 18 contact through email or voice mail. Totally untrue! To make matters worse, soon after they made the charge on my credit card, it was compromised and flagged for fraudulent activity! This was the only place I used the card for.. My opinion,,,,SCAMMERS at worst or bunglers at least.

      Business Response

      Date: 09/12/2022

      As *** ****** has initiated a chargeback on the credit card payment, we were unable to process a refund.  However, we have notified the issuing bank of our acceptance of the chargeback through which *** ****** will receive his refund.  His order has been cancelled.

      If you have any additional questions, please feel free to contact us.

       

      Best regards,

      Jason F******
      Sonshine Covers/America's SPA-MART

      Customer Answer

      Date: 09/12/2022

      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. 

      Regards,

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

    • Initial Complaint

      Date:08/08/2022

      Type:Product Issues
      Status:
      Answered
      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.
      03/8/2022: online order placed- Order# ******* Covermate 3 Spa Cover lifter price $279.95 03/15/2022: installed spa cover lifter (licensed professional) 03/15/2022-6/15/2022: used once or twice 06/16/2022: The Spa cover lifter broke on it own (captured on security camera) uploaded 06/20/2022: contacted ******** support line and reported issue, the advised that I have to contact the manufacturer (Leisure pools). I contacted the manufacturer who indicated that they DO NOT communicate with customers and I should contact ********. I contact ******** again : they indicated that they will contact the manufacturer since the product was recently purchased and this a warranty issue. I sent them a pictures and a video of the incident that was captured on my security camera. they advised they will contact me back as soon as they have a resolution - they never did. 07/17/2022: I emailed again to request an update - no response 07/22/2022: I emailed again to request an update - no response I am very frustrated due to the unresponsiveness and request they replace the apparently faulty spa cover lifter and reimburse for the installation fees. Note that I attached a video of the item breaking on its own.

      Business Response

      Date: 08/16/2022

      As the customer notes, this is a warranty issue with a product from another company, ******* ********.  ******* ******** does in fact prefer not to deal directly with end users and asks their resellers to work with end users on warranty issues.  This customer should not have been sent to ******* ******** in the first place.  From the image and the video it does appear that the parts should be replaced under warranty.  ******* ********' warranty only covers parts and not installation costs nor shipping costs.  We will be in contact with the customer to determine the parts required for replacement and once we collect payment for the shipping cost, we will ship those parts out.  I understand this is not what the customer may be looking for but we are only able to offer what the company is offering under their warranty.  Questions and comments regarding what should be covered and provided by the warranty are more appropriately directed to the company who is extending the warranty.


      Jason F******
      America's ********/Sonshine Covers

    Sonshine Covers, Inc. is BBB Accredited.

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