Sonshine Products

TO WHOM IT MAY CONCERN:I apologize for the delay in responding There was a bit of confusion here as to the nature of the complaint as we've been in communication with our client, so I wanted to make sure I had the whole story before responding The order was placed by Ms [redacted] s husband, [redacted] *** The 4-days that Ms*** is referring to is our shipping time, not the production time plus shipping time This was communicated to her husband via telephone on 1/27/and he acknowledged the estimated shipping time and actually said not to worry about it that everything is okay.On 2/3/2015, after receiving a credit card chargeback notice we sent the following via email:Hi ***, We received a charge back regarding your spa cover order We are a custom facility and run weeks production and 2-days transit time We spoke on Jan 27th regarding the production timeframe .Please advise if you would like to proceed with the order .On 2/4/2015, we spoke with [redacted] regarding the order via telephone He said that he still wants the order but wasn't sure whether his wife did He acknowledged that we had spo [redacted] on 1/27/2015, that his wife had filed this complaint and the chargeback He said he would speak to his wife and let us know At that time, he was advised that the cover was ready to ship.On 2/5/2015, we spoke with [redacted] again and he said that he is likely to take the cover but the tub has been without a cover for a while and he wanted to clean it up first and make sure is was running He promised to let us know by the following Monday.On 2/9/2015, Mr [redacted] called in to say he wanted the cover As a customer service gesture we proceeded to ship the cover even though we have not technically been paid due to the pending chargeback The cover was shipped via Road Runner Transportation with a tracking number of [redacted] The tracking link with real-time info is https:// [redacted] = [redacted] We believe that we have been continually addressing our customer [redacted] ***'s needs and have been in communication with him all along the way Please let me know if there are any other questions that you would like to address regarding this complaint.Best regards, [redacted] America's SPA-MART/Sonshine Products

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am pleased that they have contacted us on this matter but their proposed resolution falls well outside of the seven days (to days for fabrication then however many days are required for ground shipping) I have to respond to this inquiry I hope for the best that their assurances on the fabrication and delivery of the custom hot tub cover willl come to completion, until we actually receive delivery we would like to keep this inquiry open
Regards,
*** ***

TO WHOM IT MAY CONCERN:We respectfully disagree with the customer's rejection First of all, Mr*** is attempting to circumvent the warranty process by refusing to cooperate with us He has not returned our attempts to contact him in the time that this complaint has been opened Mr*** is asserting that the cores are bowed At times, the foam cores are bowed This happens at the time the foam cores are manufactured as trapped pockets of steam are released quickly during the cutting process causing the cores to bow Most of these examples never make it into a spa cover as they are rejected however we do utilize cores whose bow does not exceed 1/4" over the full length of the core In these cases, we put the bow up so the rainwater runs off.In Mr***'s case, we requested that he send us pictures of the foam core to ascertain whether the foam core was broken as this is not covered under the warranty The pictures he sent show a foam core that is likely broken However, since Mr*** insists the core is not broken we asked him to flip the cores over and see if that fixes the problem He indicated to us that he did so and the cover is still sagging The problem with this is that if the cores were simply bowed, the cores would not sag as they are turned over Since he reported that the cover sags no matter which side of the cores he has facing up, this tells us that his cores are in fact broken and not covered by our warranty Of course, we haven't had a chance to tell him this since he will not return our emails nor our calls The last request we made of him was to verify that he had, in fact, turned the cores over and not simply switched one core for the other.All that said, even though it has appeared that the foam cores have been broken, we have offered to replace the foam cores as if they are under warranty The caveat is that under the terms of the warranty Mr*** is responsible for the freight cost of the replacement This has been the unresolved issue Mr*** appears to want us to not only cover a set of foam cores that are broken and hence not covered under warranty, but he wants us to pay for the freight even though he would be responsible for that cost under a valid claim.For these reasons, we disagree with his position and stand by our offer of replacing the cost of the foam cores under the terms of the product's warranty I've attached a copy of our warranty for your file Please let me know if you have any further questions on this matter As noted, we've attempted to handle this directly with the customer and would welcome him communicating with us to continue to resolve this issue.Best regards,*** ***America's SPA-MART/Sonshine Covers Inc

The hot tub cover was delivered todayThis complaint is resolved

Date Sent: 6/21/2017 8:42:05 AMThe hot tub cover was delivered today. This complaint is resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

TO ALL PARTIES CONCERNED:Thank you for the opportunity to respond to a concern raised by our customer.  We sincerely apologize for the extended delay in shipping Mr. [redacted]'s custom-made hot tub cover and for the difficulty that he has experienced in attempting to contact us.  Our recent...

order volume has unfortunately led to longer than desired wait times.As of today, from our notes we are showing that we have been able to communicate with our client and have briefed them on the estimated ship date.  I have also expedited the completion of the order.  We hope to ship the order very soon.Thanks again for the opportunity to respond to this complaint.  Please let us know if you need any further information regarding this.  Have a great day.Best regards,Jason F[redacted]Sonshine Covers/America's SPA-MART

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] The foam cores are not broken in anyway shape or form. I have sent them numerous pictures to prove this. They are warped for an un-known reason including poor quality materials used. [redacted]

We have reached out to Mr. [redacted] (even before this complaint was posted) and are working through a potential warranty claim.  The foam appears to be slightly bowed as the customer has indicated the cores are not broken.  We've asked the customer to flip the cores to see if this helps....

 He is reporting that the issue is still there which leads us to believe the cores are broken.  We are following up with him to make sure he understood what we meant by flipping the cores.  This case is currently ongoing.Please let me know if you have any questions.  Thank you and have a great day.Best regards,[redacted]
America's SPA-MART/Sonshine Covers

TO WHOM IT MAY CONCERN:I apologize for the delay in responding.  There was a bit of confusion here as to the nature of the complaint as we've been in communication with our client, so I wanted to make sure I had the whole story before responding.  The order was placed by Ms. [redacted]s...

husband, [redacted].  The 4-6 days that Ms. [redacted] is referring to is our shipping time, not the production time plus shipping time.  This was communicated to her husband via telephone on 1/27/2015 and he acknowledged the estimated shipping time and actually said not to worry about it that everything is okay.On 2/3/2015, after receiving a credit card chargeback notice we sent the following via email:Hi [redacted],   We received a charge back regarding your spa cover order . We are a custom facility and run 3 weeks production and 2-4 days transit time . We spoke on Jan 27th regarding the production timeframe .Please advise if you would like to proceed with the order .On 2/4/2015, we spoke with [redacted] regarding the order via telephone.  He said that he still wants the order but wasn't sure whether his wife did.  He acknowledged that we had spo[redacted] on 1/27/2015, that his wife had filed this complaint and the chargeback.  He said he would speak to his wife and let us know.  At that time, he was advised that the cover was ready to ship.On 2/5/2015, we spoke with [redacted] again and he said that he is likely to take the cover but the tub has been without a cover for a while and he wanted to clean it up first and make sure is was running.  He promised to let us know by the following Monday.On 2/9/2015, Mr. [redacted] called in to say he wanted the cover.  As a customer service gesture we proceeded to ship the cover even though we have not technically been paid due to the pending chargeback.  The cover was shipped via Road Runner Transportation with a tracking number of [redacted].  The tracking link with real-time info is https://[redacted]=[redacted]We believe that we have been continually addressing our customer [redacted]'s needs and have been in communication with him all along the way.  Please let me know if there are any other questions that you would like to address regarding this complaint.Best regards,[redacted]America's SPA-MART/Sonshine Products