Sun Ray Hot Tubs & Patio Edmonton

We enjoy our tub. Looking forward to using it this winter. However, we feel that the sales staff could be more forth coming with customers. Several issues were not communicated which led to misunderstandings.

The purchase experience at Sun Ray was the most painful that we have ever been through. The deception from our salesman began within minutes of our initial contact. The after sales customer support is non-existent. Once a customer signs, that is where the customer service ends. Below is a list of the issues we encountered during the after sales process:
Issue #1: On July 30, when we purchased our tub, we were told that we would have our hot tub within 5 weeks. In fact, our salesman told us this several times. We questioned him when he put 7 - 9 weeks on the contract. "Don't worry" he said, "that is a formality, you'll have your tub in 5 weeks, we're not busy". Then we were told to call in 3 weeks as they would have a delivery date by then. We called. That is when everything started to fall apart. We were then told that we won't see our hot tub until late September. Well past the 5 week deadline. We went back in late September. Then he told us we wouldn't have it until after November 11. That is when we started to get angry. Finally we got a call from accounting saying our hot tub will be delivered on October 14. On October 14, after my husband & several friends took the afternoon off work, accounting called & said oops no. Our tub would be delivered on Monday, October 17 instead. Then she had the nerve to ask my husband to take that afternoon off too. Too bad he said. Not only was the last minute change in date inconvenient, but it was also costly. The tub was in fact delivered on Oct. 17 @ 5pm. All went well. But the chemicals were forgot at the plant. We were told that someone would return the next day between 4:30 & 5:00pm. No one showed up. When we called we were told they had to pick up their daughter so they didn't have time. So we ran up to the shop to pick the chemicals up ourselves.
Issue #2: During our initial contact, July 30, we inquired about the 12 months no payment. Our salesman knew very well that we were interested in that program. It wasn't until we got the paperwork from Crelogix that we noticed that the date showed 2016 for payment. When we called our salesman, he said that doesn't apply to the tub he sold us. Basically a bait and switch. The base model tub was the only one with the 12 months no payments. But the minute we added a feature, the tub no longer qualified. Why wasn't this mentioned during the sales pitch? That is extremely misleading.
Issue #3: As we were upset regarding the delays in delivery, our salesman offered to throw in 4 overhang pillows. He in fact sent us 3 used & dirty overhang pillows. That is an insult. He could have at least cleaned them & pretended they were new. We brought them back & were told that they would be replaced. We received a call on October 19 telling us that our pillows would be ready for pick up on October 21. We went to pick them up on Oct 25. The pillows weren't ready. No one bothered to call us to let us know about the date change.
Issue #4: Our deposit. We chose to have the tub financed in full. After all, we were led to believe that there would be no payments for 12 months. We were told by accounting that our deposit would be refunded 5 business days (1 week) after delivery. We called on October 28 (10 days after delivery) as we have yet to receive our deposit. Accounting then changes the date of our refund to another 2 weeks.
Issue #5: I commented on a past customer's facebook review. The staff asked my husband to have me remove the post. Is this what Sun Ray does to receive a good rating? Asking customers to remove negative reviews is a terrible idea. I'm a marketing manager for a local company. I should know. Having negative reviews removed misleads potential customers and is unethical. But if they don't know how to handle negative reviews, I'm certainly not going to enlighten them.
Issue #6: After several attempts to obtain the owner's name & phone number, staff would not give that information out, we found the info online through the BBB. The owner is just as disorganized as the rest of the company. No solutions were offered as he refused to sit down with us due to my comment on a previous facebook review. The fact that he refuses to acknowledge the lack of communication at his business displays an ineptitude at marketing and customer relations. He offered only excuses as to the poor quality of after sales services. Even stating that my use of social media reviews will put him out of business, then they won't be able to service our hot tub.
Overall, there is absolutely no way we can give any positive feedback regarding our experience. Yes, we are happy with the tub, and it may be a good product. But, we will never return. Nor will we ever recommend Sun Ray to anyone. The deception by Sun Ray sales staff were so great that we resorted to actually recording our conversations as back up. Now that says a lot about a company when the customer feels the need to record a salesman. BTW the salesman was informed prior to the recordings that we were going to do so if he continued with his deceptive practices. But he continued.
Ultimately there was a breakdown in customer trust. We don’t even trust that Sun Ray has any intentions of refunding our deposit. As they are insisting on further delaying the return of our deposit, we will be filing a complaint with the Better Business Bureau should we not have our refund, in hand within the next week. And yes, I will be reviewing on all social media platforms & posting updates regarding the status of our refund. Thank