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Old 08-19-2009, 09:20 PM   #1 (permalink)
 
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Sunwest Wholesalers Ripped us off AGAIN!

BUYER BEWARE: Read this before buying from Sunwest Wholesalers (B.C., Canada)

NOTE: I just want to say in advance that we have made the effort to post this in any and every forum available. It is our goal to warn our Canadian colleagues about Sunwest Wholesalers by sharing our experiences here, online.

Sunwest is a Canadian, west-coast distributer from whom we purchased a TanAmerica Malibu bed in November 2008—less than one year ago. We attempted to buy from TanAmerica/Heartland themselves, but they re-directed us to their Canadian suppliers; telling us that all purchases of this kind, North of the boarder, are done through Sunwest.

It is important to note, here, that we were VERY hesitant to buy anthing from Sunwest at this time. We have purchased equipment from them in the past and found them to be very unreliable. Having been in business ourselves for over ten years, we have come to understand that not all suppliers are created equal.

Unfortunately for us, our sights were set on a Malibu, and we needed to shake hands with Sunwest once again. Along with this bed we purchased a 5 year full warranty. Brian Boneci (sp?) is the cowardly individual who represents Sunwest in the parts and service department. While everything was going good and they were getting paid, Brian was our best friend. Now he won’t talk to us anymore. (Maybe he just got sick of the bed breaking and us calling him about it all the time.)

Which leads us to our story: On day three of the Malibu running, one of its fans broke. Sunwest didn’t have our part in stock, so we had to ship it from TanAmerica/Heartland in California. Overnight shipping cost us over $100 cdn, plus about $30 in boarder fees. Sunwest did not compensate us for this unnecessary cost. Shipping from them would have be less than half and no boarder fees.

Since this time, three more fans have broken (all on separate occasions), the fan delay has needed replacing three times, and there was a problem with the facial bulbs which required full replacing. Each and every time it was the same story with Sunwest Wholesalers. They have NEVER ONCE honored their warranty contract.

We accept that this unit has proven itself to be quite a lemon, in spite of the fact that we have done everything possible to ensure that it is expertly wired and receiving the correct voltage. We have had 2 electricians take a look at it, just in case.

Slowly Sunwest’s communication with us has tapered off. Today I found out by accident through their lotion girl, Judy, that Brian mentioned to her that he wants us to call TanAmerica for warranty parts from now on! WTF?!

We have never had the opportunity to discuss with Sunwest their decision to defer us TanAmerica. Every call goes to voicemail, and no-one returns our calls. Suddenly all our service costs have a price tag that includes international shipping and duty-fees. What happened to the warranty we bought from Sunwest?! Are they not somehow legally bound to their end of the contract? Can they simply wash their hands of us like this, just because it’s convenient?!

Our frustration with Sunwest Wholesalers and our anger at how they have treated us has led us to this post. We are making every possible effort here to warn others about their unprofessional behavior.

Buyer Beware!
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Old 08-20-2009, 01:16 AM   #2 (permalink)
 
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Re: Sunwest Wholesalers Ripped us off AGAIN!

You have a great lawsuit in my opinion. Refusing to honor a warranty you paid for.
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Old 08-20-2009, 06:48 AM   #3 (permalink)
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Re: Sunwest Wholesalers Ripped us off AGAIN!

I understand that you bought form Sunwest but have you called Tan America / Heartland? They are a great company and I am sure if you explain to them what is going on they will stand behind their product.
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Old 08-20-2009, 07:40 AM   #4 (permalink)
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Re: Sunwest Wholesalers Ripped us off AGAIN!

The warranty is supplied by the bed manufacturer not the distributor. The distributor should have parts in stock to ship to you & they should get refunded from the manufacturer.

Lemon of bed with that many problems in less than a year!
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Old 08-20-2009, 09:00 AM   #5 (permalink)
 
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Re: Sunwest Wholesalers Ripped us off AGAIN!

Write the owner of SunWest a professional (don't be rude) email (request read receipt) or a letter (send certified).
Tell them EXACTLY what you want;
Give them an EXACT time frame to complete it;
Let them know that if they have not made the situation right you will let your attorney take over from there. But don't say this if you don't mean it. Attorney cost are petty compared to what you spent on the unit-IMO.

Do this when your calm and put your anger aside.
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Old 08-20-2009, 01:42 PM   #6 (permalink)
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Re: Sunwest Wholesalers Ripped us off AGAIN!

I just spoke to Brian from Sunwest. He will be registering and logging on to tell his side of this. I contacted him so that he was aware that someone was posting about him and his company and want to give him the opportunity to reply since others have already read the original post.
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Old 08-20-2009, 01:51 PM   #7 (permalink)
 
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Re: Sunwest Wholesalers Ripped us off AGAIN!

Quote:
Originally Posted by Brian Oshman View Post
I just spoke to Brian from Sunwest. He will be registering and logging on to tell his side of this. I contacted him so that he was aware that someone was posting about him and his company and want to give him the opportunity to reply since others have already read the original post.
That was a good thing to do!
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Old 08-20-2009, 02:00 PM   #8 (permalink)
 
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Re: Sunwest Wholesalers Ripped us off AGAIN!

Brian said he would actually log on and defend himself?!? If this happens it will be the FIRST communication we've had with him in months. Indirect or otherwise. The closest we can get to him is when we talk to their lotion girl and she relays passing comments he makes about us.

I can't wait!!!
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Old 08-20-2009, 02:14 PM   #9 (permalink)
 
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Re: Sunwest Wholesalers Ripped us off AGAIN!

Thanks for everyone’s support.

Robert: You are absolutely correct. We have been in constant communication with TanAmerica and they do support us. That does not, however, help with the cost of international shipping and duties when Sunwest drops the ball. TanAmerica actually circulated an internal memo yesterday regarding our problem and cc’d us. We await the outcome.

John: You summed up our problem nicely!

Hottie: Good advice. As a matter of fact, I left a very calm and professional voicemail message for “the Boss”, Greg Marshall. This was over 24 hours ago. I gave him my cell number but have not yet heard his reply. I won’t hold my breath!

Our goal here was simply to warn other owners by sharing our personal experience. We are currently mid-stride in defending our position against Sunwest, and feel strongly that we have no lack of ammunition.
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Old 08-21-2009, 12:18 AM   #10 (permalink)
 
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Re: Sunwest Wholesalers Ripped us off AGAIN!

I have nothing but good things to say regarding Tan America. 13 years with them. Too bad an offshoot is bringing that down. Always appreciate a heads up with companies though.
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