Spa was to be delivered in to weeks from April 9, Currently past those dates and the spa has not been manufactured and deliveredStaff have not been helpful and we cannot get a refund
** *** *** I purchased a hot tub here in May 26th of 2016, and paid in full ($6720.00) at the time of purchaseOriginal delivery date on our purchase contract was 6-weeksWhen August passed, the hot tub had not been manufactured yet and we were told it would be ready in OctoberIt is now March and we still have not received our hot tub
We had trouble getting the owner on the phone *** ** *** * *** *** ***On the 15th of March 2017, we were able to speak to Brad, the owner, and he said the hot tub was in his showroom but not yet completedThe jet internals still needed to be installedHe told us it was possible the hot tub could be delivered in a week, but that if we did not remove our *** review, that we were "in a stand-off"I no longer believe he has intentions of delivering the hot tub we paid for, and we would like our money back
My Husband and I purchased a hot tub from Sun Ray on September 5,The salesman Graham stated that the average delivery is weeks after purchase even though their receipt says they can't guarantee delivery datesAfter we waited the weeks, I called for a delivery dateI was advised that a mcachine in the factory had broken and would be another weeksI called again weeks later and they said there was no change and it would take another weeksI called every weeks until January where I kept getting the same answer, it will be another weeksOn January 7, I received a call From Graham stating that another couple upgraded to another hot tub and that they had one that was farther along in manufacturing process and could be oursI immediately accepted it, however this did not change anything At this point we contacted *** and started the dispute processWhile waiting for ***, I continued communication with Sun RayOn February 10, we were
In Aug 2016, months after purchasing our brand new hot tub, we discovered a small manufactured defect in the side of the tubThere was a small hole in the side of the fiberglass that had been sealed, however, not completely coveredWe told the manufacture about this issue and they agreed that the whole hot tub would be replaced, as they could not fix itThey got me to pick out new material for a new hot tub and said the new one would be in within - weeksNow we are sitting more than a year and are getting no whereThey continue to tell us that the parts are on order, but it has been way too long and completely unacceptable
Sun Ray is such an excellent placeAlways feel welcomeAnd there Hot Tubs are great, that is why we have bought two of their Hot Tubs nowCheers! Don & Carol S., ***
Bought a hot tub in Sept It was showroom model with headrestsPicked it up(Wrapped in Plastic) found it was missing the headrests when I got homeThey never mentioned that at pickupI've contacted them many times and keep getting put off
Many times I've emailed them and get no response
We have been extremely patient on the issue of not receiving the headrests for my Tub
If I would have known this was going to be an issue at time of purchase; I would not have bought it
They keep saying they have a problem with supplierHowever their problem with a supplier should not become my problem
They refused to give me headrests they had on existing tub in store
Oct I purchased a hot tub from Sun RayHand written on the top of the contract it was written and verbally committed to 6-week delivery time6-MONTHS later I still did not have a hot tub and could not be told as to when I would have oneTo this day July 31st I still do not have the tubWe disputed the charge with *** only to have the charges reappear stating we signed the agreementWhich we did sign yesAfter many attempts to reach Sun Ray I received a call back, with no help and no information as to when I would be receiving a tub or even how far along the tub wasAt one point the manager told me they were waiting on an order from California to be filled and did not want to have my -cent parts shipped alone because he would have to pay a brokerage fee on that
Ordered a light grey hot lid on November and was told it would be ready in 2-weeksAfter weeks passed my husband went in and asked for an ETAThey said another two weeksHe went again after the two weeks and told it would be another two weeksOn December I posted a review of Sun Ray on Facebook regarding the lack of customer service since we never received any call or update from Sun RayReceived a call from Sun Ray on December and told it would be ready in early JanuaryOn January I received a Facebook message saying the ordered would be complete the following weekOn January my husband inquired again where the lid was and was told he was on the listI received another Facebook on January saying the lid was ready for pick upMy husband to pick it up and it was the wrong colourAfter some discussions, the sales manager Darryl said to take the brown lid and use it until the grey one came inIn a heated discussion with the owner he said the lid could not be used and we could either keep the brown lid with the complimentary bromine tablets or return the brown lid and wait for the grey lidI stated I wanted to return it all and get my money backThe owner said that wasn't possibleI contacted Visa and they said we could go through them to get our money back if we returned the brown lidI attempted to return the lid and they refused to take it backI refused to leave the premises until I had it in writing that the grey lid would be here by February or we would be permitted to return the brown lid and get a refundThe owner refusedWe now have a brown lid that we don't want and no guarantee that we will have a grey one any time soonThe owner has stated it will be in by February but refused to put it in writing that if it is not there by then we could return the brown lid and get a refundUPDATE: as of 5:pm Sun Ray owner called my husband and said "the deal is off" due to me posting what has happened thus farApparently the owner feels that refusing to take a return of an incorrect product and promising a refund if the correct product is not provided is unreasonableUPDATE: Have been advised to cease contact with the company other than if they take the incorrect lid back and exchange it for the correct one by February UPDATE: Have been advised to cease contact with the company other than if they take the incorrect lid back and exchange it for the correct one by February
UPDATE: No phone call from company receivedAt 4:pm on February 3, I called to ask if our lid was thereI was put on hold and when the salesperson, Darryl returned he stated that the lid was at the warehouse but that Brad Roberts would not release it until he had spoken to my husbandI stated that this was ridiculous and he attempted to say that I agreed to take the brown lid with the free gift of bromine tablets which is not the caseMrRoberts did not call my husband, nor has there been any contact from Sun Ray (as of February 11, 2017)As per my conversation with Visa regarding this situation, I contacted Visa and a dispute has now been filedWe still have a brown lid in our possession that we would like to return and receive our money back so we can purchase a grey hot tub lid
We ordered a new cover for our hot tub in mid October We were told it would be ready in 2-weeks, and our credit card was charged in fullweeks later, we called to find out where the cover was, and were told that there was a problem getting the foam and that the cover would be slightly delayedThis led to MONTHS of being given the runaround - told it would be just another little while, or staff answering didn't know anything about it and nobody who did was in the buildingCalls were never returned, just months and months of us calling and getting nowhereFinally, on March 1, 2017, I lodged a merchant complaint with our credit card company to get our nearly $backA couple of weeks later, we started getting phone calls that our cover was ready to be picked upMy husband called back and spoke to Graham, who agreed that they would deliver the new cover free of charge in return for our inconvenienceWe agreed to revoke the merchant dispute once the cover was at our homeWe subsequently received more phone messages stating that we should come pick up our coverWhen my husband called to schedule the delivery we were promised, again nobody there knew about it, and we were promised a call back from Graham, which of course never happenedYesterday we received a letter from our credit card company stating that Sun Ray had responded to our dispute by stating that our cover had been ready for pickup since March They also had accused me of having hung up on them when they called to tell me (never happened!)
My husband made the decision to go today to pick up the new cover just to get this all over withIn fairness, the cover is as ordered, and seems to be of good qualityIt's just a shame it took so much hassle, stress and broken promises to actually receive itWe were previously happy in our relationship with Sun Ray, and had previously had good experiences with their service department, and while purchasing maintenance itemsThis experience, however, has left a bitter taste in our mouths, and we will be taking our business elsewhere in future
The owner of Sun Ray, Brad, told us that we would have our $deposit refunded business days after Sun Ray received the funds from ***On November 2, *** confirmed to us that Sun Ray received the funds on October We have yet to receive our refundIn fact Brad told us on October that we possibly MAY have our refund by the end of next week (November 10)But he wouldn't commit to an exact dateThat is unacceptableWe entered into a business contract & we fully expect it to be honored
Also, Sun Ray is practicing a bait & switch financing programAt the time that we purchased our hot tub, July 30, Sun Ray was advertising a months no paymentOur salesman sold us on that programBut when we got our paperwork from the finance company it stated that our payments would begin in October When we inquired about the differences in dates, our salesman told us the tub we bought didn't qualifyOnly base models qualified & we upgraded with addit
Spa was to be delivered in to weeks from April 9, Currently past those dates and the spa has not been manufactured and deliveredStaff have not been helpful and we cannot get a refund
** *** *** I purchased a hot tub here in May 26th of 2016, and paid in full ($6720.00) at the time of purchaseOriginal delivery date on our purchase contract was 6-weeksWhen August passed, the hot tub had not been manufactured yet and we were told it would be ready in OctoberIt is now March and we still have not received our hot tub
We had trouble getting the owner on the phone *** ** *** * *** *** ***On the 15th of March 2017, we were able to speak to Brad, the owner, and he said the hot tub was in his showroom but not yet completedThe jet internals still needed to be installedHe told us it was possible the hot tub could be delivered in a week, but that if we did not remove our *** review, that we were "in a stand-off"I no longer believe he has intentions of delivering the hot tub we paid for, and we would like our money back
My Husband and I purchased a hot tub from Sun Ray on September 5,The salesman Graham stated that the average delivery is weeks after purchase even though their receipt says they can't guarantee delivery datesAfter we waited the weeks, I called for a delivery dateI was advised that a mcachine in the factory had broken and would be another weeksI called again weeks later and they said there was no change and it would take another weeksI called every weeks until January where I kept getting the same answer, it will be another weeksOn January 7, I received a call From Graham stating that another couple upgraded to another hot tub and that they had one that was farther along in manufacturing process and could be oursI immediately accepted it, however this did not change anything At this point we contacted *** and started the dispute processWhile waiting for ***, I continued communication with Sun RayOn February 10, we were
In Aug 2016, months after purchasing our brand new hot tub, we discovered a small manufactured defect in the side of the tubThere was a small hole in the side of the fiberglass that had been sealed, however, not completely coveredWe told the manufacture about this issue and they agreed that the whole hot tub would be replaced, as they could not fix itThey got me to pick out new material for a new hot tub and said the new one would be in within - weeksNow we are sitting more than a year and are getting no whereThey continue to tell us that the parts are on order, but it has been way too long and completely unacceptable
Sun Ray is such an excellent placeAlways feel welcomeAnd there Hot Tubs are great, that is why we have bought two of their Hot Tubs nowCheers! Don & Carol S., ***
Bought a hot tub in Sept It was showroom model with headrestsPicked it up(Wrapped in Plastic) found it was missing the headrests when I got homeThey never mentioned that at pickupI've contacted them many times and keep getting put off
Many times I've emailed them and get no response
We have been extremely patient on the issue of not receiving the headrests for my Tub
If I would have known this was going to be an issue at time of purchase; I would not have bought it
They keep saying they have a problem with supplierHowever their problem with a supplier should not become my problem
They refused to give me headrests they had on existing tub in store
Oct I purchased a hot tub from Sun RayHand written on the top of the contract it was written and verbally committed to 6-week delivery time6-MONTHS later I still did not have a hot tub and could not be told as to when I would have oneTo this day July 31st I still do not have the tubWe disputed the charge with *** only to have the charges reappear stating we signed the agreementWhich we did sign yesAfter many attempts to reach Sun Ray I received a call back, with no help and no information as to when I would be receiving a tub or even how far along the tub wasAt one point the manager told me they were waiting on an order from California to be filled and did not want to have my -cent parts shipped alone because he would have to pay a brokerage fee on that
Ordered a light grey hot lid on November and was told it would be ready in 2-weeksAfter weeks passed my husband went in and asked for an ETAThey said another two weeksHe went again after the two weeks and told it would be another two weeksOn December I posted a review of Sun Ray on Facebook regarding the lack of customer service since we never received any call or update from Sun RayReceived a call from Sun Ray on December and told it would be ready in early JanuaryOn January I received a Facebook message saying the ordered would be complete the following weekOn January my husband inquired again where the lid was and was told he was on the listI received another Facebook on January saying the lid was ready for pick upMy husband to pick it up and it was the wrong colourAfter some discussions, the sales manager Darryl said to take the brown lid and use it until the grey one came inIn a heated discussion with the owner he said the lid could not be used and we could either keep the brown lid with the complimentary bromine tablets or return the brown lid and wait for the grey lidI stated I wanted to return it all and get my money backThe owner said that wasn't possibleI contacted Visa and they said we could go through them to get our money back if we returned the brown lidI attempted to return the lid and they refused to take it backI refused to leave the premises until I had it in writing that the grey lid would be here by February or we would be permitted to return the brown lid and get a refundThe owner refusedWe now have a brown lid that we don't want and no guarantee that we will have a grey one any time soonThe owner has stated it will be in by February but refused to put it in writing that if it is not there by then we could return the brown lid and get a refundUPDATE: as of 5:pm Sun Ray owner called my husband and said "the deal is off" due to me posting what has happened thus farApparently the owner feels that refusing to take a return of an incorrect product and promising a refund if the correct product is not provided is unreasonableUPDATE: Have been advised to cease contact with the company other than if they take the incorrect lid back and exchange it for the correct one by February UPDATE: Have been advised to cease contact with the company other than if they take the incorrect lid back and exchange it for the correct one by February
UPDATE: No phone call from company receivedAt 4:pm on February 3, I called to ask if our lid was thereI was put on hold and when the salesperson, Darryl returned he stated that the lid was at the warehouse but that Brad Roberts would not release it until he had spoken to my husbandI stated that this was ridiculous and he attempted to say that I agreed to take the brown lid with the free gift of bromine tablets which is not the caseMrRoberts did not call my husband, nor has there been any contact from Sun Ray (as of February 11, 2017)As per my conversation with Visa regarding this situation, I contacted Visa and a dispute has now been filedWe still have a brown lid in our possession that we would like to return and receive our money back so we can purchase a grey hot tub lid
We ordered a new cover for our hot tub in mid October We were told it would be ready in 2-weeks, and our credit card was charged in fullweeks later, we called to find out where the cover was, and were told that there was a problem getting the foam and that the cover would be slightly delayedThis led to MONTHS of being given the runaround - told it would be just another little while, or staff answering didn't know anything about it and nobody who did was in the buildingCalls were never returned, just months and months of us calling and getting nowhereFinally, on March 1, 2017, I lodged a merchant complaint with our credit card company to get our nearly $backA couple of weeks later, we started getting phone calls that our cover was ready to be picked upMy husband called back and spoke to Graham, who agreed that they would deliver the new cover free of charge in return for our inconvenienceWe agreed to revoke the merchant dispute once the cover was at our homeWe subsequently received more phone messages stating that we should come pick up our coverWhen my husband called to schedule the delivery we were promised, again nobody there knew about it, and we were promised a call back from Graham, which of course never happenedYesterday we received a letter from our credit card company stating that Sun Ray had responded to our dispute by stating that our cover had been ready for pickup since March They also had accused me of having hung up on them when they called to tell me (never happened!)
My husband made the decision to go today to pick up the new cover just to get this all over withIn fairness, the cover is as ordered, and seems to be of good qualityIt's just a shame it took so much hassle, stress and broken promises to actually receive itWe were previously happy in our relationship with Sun Ray, and had previously had good experiences with their service department, and while purchasing maintenance itemsThis experience, however, has left a bitter taste in our mouths, and we will be taking our business elsewhere in future
The owner of Sun Ray, Brad, told us that we would have our $deposit refunded business days after Sun Ray received the funds from ***On November 2, *** confirmed to us that Sun Ray received the funds on October We have yet to receive our refundIn fact Brad told us on October that we possibly MAY have our refund by the end of next week (November 10)But he wouldn't commit to an exact dateThat is unacceptableWe entered into a business contract & we fully expect it to be honored
Also, Sun Ray is practicing a bait & switch financing programAt the time that we purchased our hot tub, July 30, Sun Ray was advertising a months no paymentOur salesman sold us on that programBut when we got our paperwork from the finance company it stated that our payments would begin in October When we inquired about the differences in dates, our salesman told us the tub we bought didn't qualifyOnly base models qualified & we upgraded with addit