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A BBB Accredited Business since
BBB has determined that Backyard Masters LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Backyard Masters LLC include:
- Complaint volume filed with BBB for business of this size.
- Response to 19 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||13|
|Total Closed Complaints||19|
Type of Entity
Business ManagementMr. Dean Salvani, President
SPAS & HOT TUBS - DEALERS FURNITURE - RUSTIC OUTDOOR KITCHENS LANDSCAPE DESIGNERS SWIMMING POOL CONTRACTORS, DEALERS, DESIGN FURNITURE-OUTDOOR PATIO EQUIPMENT & SUPPLIES
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Additional Phone Numbers
- (631) 501-7665(Phone)
- (631) 501-7665(Phone)
- (631) 501-7665(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
|10/24/2013||Problems with Product/Service|
|10/10/2013||Problems with Product/Service | Complaint Details Unavailable|
|10/4/2013||Problems with Product/Service|
|9/23/2013||Problems with Product/Service|
Read Complaint Details
Complaint: My credit card was charged $553.98 on October **, 2011 by **** at Backyard Masters in Patchogue for a J360 Jacuzzi Spa Cover. I contacted **** numerous times starting in January 2012 regarding the status of my cover to which he replied another two weeks repeatedly. Backyard Masters did not order the cover till March **, 2012 which was five months later and they ordered a standard spa cover 86"-96" from Custom Spa Covers which was too big for my spa and the skirt was slit when it was should have been continuous. I did not receive the cover till April **, 2012 and I called **** as soon as I got home and put the cover on my spa because it was not the cover I ordered but there was no answer at Backyard Masters which was a problem I frequently encountered because **** was the only employee at the Patchogue Store. I put the new cover in my garage because it was too big for my spa and put my old cover back on my spa. On April **, 2012 I went to Backyard Masters and spoke with **** to let him know that the cover was wrong. Initially he said the skirt is supposed to be slit but I showed him on the miniature model in the store that he showed me when I ordered the cover and the skirt was continuous. He agreed that it was the wrong cover and went over to his desk to call about getting the correct cover. He was unable to reach anyone and told me he would get back to me but never did. After repeated attempts and not being able to reach ****, on May **, 2012 I brought the cover back to Backyard Masters because it was just taking up space in my garage. When I met with **** he accepted the cover and even helped me take it out of the minivan. Initially I just wanted a refund but **** said that he would get the correct J360 Jacuzzi cover and I still needed the correct cover. I asked **** how long it would take to get the new correct cover and he said two to three weeks. After waiting patiently for three weeks, I started calling Backyard Masters and got no response. In July I contacted my credit card company and then I was hospitalized for a serious fall and I had a long recovery. My credit card company provided me with a new contact **** at Backyard Masters and he was very nice to deal with and I had renewed faith that I would receive the correct cover. I spoke with **** numerous times and also **** who was covering for **** while he was on vacation. **** said he would look into this and resolve the issue. **** left a message for me that the cover would be delivered on Friday February ***. I called Friday morning to request a time frame for the delivery and received the automated phone service numerous times and left my name twice. I waited all day Friday for the delivery which never came and also Backyard Masters did not even have the courteous to return my calls to let me know that they were not going to show up. I called again on Saturday February *** and spoke with ****. **** said they would deliver the cover on Monday but I would not be home so he said they would deliver it on Tuesday February *** which I agreed to. Backyard Masters called me on Tuesday February *** to confirm that they had the cover and they would deliver it between 12:30 and 2pm. At 2:30pm I received a call from **** at Backyard Masters to let me know that they only had the “skin” and therefore they did not have the cover to deliver. I told **** at that time that I was done dealing with Backyard Masters and wanted a refund. Unfortunately after numerous conversations and even two delivery dates that Backyard Masters set I still do not have the J360 Jacuzzi Spa cover that I ordered on October **, 2011.
Desired Settlement: I have given Backyard Masters well over a year to deliver a J360 Jacuzzi Spa Cover which is what I ordered and they have failed to do so and now I am seeking a full refund of $553.98.
****** ******** ******:
My position is clear; Backyard Masters was unable to deliver the J360 Jacuzzi spa cover that I ordered and now they are refusing to return the $553.98 that I paid on ******* **, 2011.
As I have previously stated in great detail, **** acknowledged that the spa cover that I received was not the J360 Jacuzzi cover that I ordered because it was the wrong size and the skirt was not continuous. He agreed to get the correct cover which was never done. The cover was too big for me to use hence not the correct cover for my Jacuzzi and the skirt was supposed to be continuous not slit. Backyard Masters is saying that they agreed to have the sides of the skirt sewn at their expense but the J360 Jacuzzi cover that I ordered should have been the correct size and the sides should have been continuous. I have addressed all of the inaccuracies in the previous response from Backyard Masters which I will list below.
The response from ****** ******** contains many inaccuracies that I need to address.
First ****** ********’s Appendix A – Signed Credit Card Receipt is for spa chemicals that I bought NOT the J360 Jacuzzi Cover in question.
The second paragraph states that I purchased a hot tub cover from another store and that I wanted to wait to place my order with Backyard Masters till I saw the credit on my statement which is true. However I spoke with **** at Backyard Masters to order the cover within one month when I saw the credit on my statement but unfortunately I do not have the date documented because at that time I saw no reason to keep track of all my correspondence with Backyard Masters.
Appendix B – Signed Spa cover Order Form, ****** states that “I confirmed the correct hot tub cover size, radius, style and color” when in fact I gave ****, the salesman at Backyard Masters, the model number, J360 Jacuzzi and the serial number for my Jacuzzi which is the only information he asked for regarding the size and at no point did he mention that I needed to take measurements. The order form does not have any measurements given only the J360 Jacuzzi model number.
The third paragraph is all false. The store manager NEVER told me to come to the store to cancel my order and receive a credit on my credit card. I was the one calling Backyard Masters repeatedly with no answer or response from them. In February when I finally got a hold of **** to find out when the cover would be in and he assured me “another 2 weeks” repeatedly. **** was either misinformed or just lied to me because according to Invoice ****** from Custom Spa Covers, Backyard Masters ordered a Standard Spa Cover 86”-96” on 3/**/2012 and it was shipped on 4/**/2013.I confirmed my order much earlier but even if we go by ****** ********’s date of late February which is incorrect, Backyard Masters did not order the cover until March ** (a month later).
Paragraph five states that “after two weeks of use ***. ****** expressed her dissatisfaction with the type of skirt placed on her cover.” This is false, I called Backyard Masters that day as soon as I got home and saw that the cover not only was too big for my Jacuzzi but also the sides were wrong. There was no answer at Backyard Masters which was a problem I frequently encountered because **** was the only employee at the Patchogue Store at the time. I put the new cover in my garage because it was too big for my spa and put my old cover back on my spa. This was not something I could bring back to the store myself; I would need to borrow a truck or minivan and would also need someone to help me lift it. Since there was no answer at the store I wasn’t sure **** was even there and that is why I didn’t bring it back immediately. On April **, 2012 I went to Backyard Masters and spoke with **** to let him know that the cover was wrong. Initially he said the skirt is supposed to be slit but I showed him on the miniature model in the store that he showed me when I ordered the cover and the skirt was continuous. He agreed that it was the wrong cover and went over to his desk to call about getting the correct cover. He was unable to reach anyone and told me he would get back to me but never did.
After repeated attempts and not being able to reach ****, on May **, 2012 I brought the cover back to Backyard Masters because it was just taking up space in my garage. When I met with **** he accepted the cover and even helped me take it out of the minivan. Which is very different from ******’s account that, I “dropped off the cover in the back of the store”. Initially I wanted a refund but **** told me they would send back the cover and agreed that it was the wrong size, the sides should be continuous and the steam stopper was wrong. **** also said that my new cover would arrive in about two weeks which I completely agreed to because I wanted the cover that I ordered. Appendix C –Sales Order stipulating store policy, which states no refunds or exchanges on covers used or damaged products as well as special orders. I never saw this document and at no point did **** ever say this was a custom order or a final sale and this document contains inaccuracies also. According to Appendix B, which is the order form I signed, the cover was to be russet in color with a 5”skirt whereas this document, Appendix C, states the cover is teak in color with 6” flaps which is not what I ordered.
Paragraph six states, “However, in January 2013, ***. ****** changed her mind and agreed to have the four corner skirts sewn together. Backyard Masters gladly covered the cost of such a modification to satisfy our customer. See Appendix D-Packing List for ***. ******’s modified spa cover.” This statement is completely false and I never changed my mind in January 2013. I was under the impression that when I spoke to **** in May and he told me he was going to return the incorrect cover and make modifications to satisfy what I originally ordered in October 2011 that is what he was going to do. During this time I fell and broke my hip while on vacation and had a lengthy hospital stay and recovery time which explains why I was unable to follow up with Backyard Masters. I never agreed to have the four corners sewn together because that is not what I ordered. During this time my credit card company was in contact with Backyard Masters and according to a letter that ****** ******** sent to Merchant Services on June **, 2012 he states that Backyard Masters will replace the skirt not sew the corners together. In the same letter he states that the cover is in the Patchogue location and the modifications to the cover were done and I refused to pick up the cover however there was NO cover for me to pick up because the modifications were not done until January *, 2013 according to ******’s Appendix D. ****** must have been mistaken when he sent that letter to Merchant Services stating I refused to pick up the modified cover in June 2012 because he told the Better Business Bureau that the modifications were not done until January 2013.
According to paragraph seven, “As soon as the cover was ready for delivery – the foam pieces inserted into the skin, NOT just the skin on its own– ***. ****** agreed to have the spa technician personally deliver and install the spa cover to ensure it properly fit her Jacuzzi Spa.” Is completely true however Backyard Masters was unable to deliver the cover because they did not have the cover. **** whom I was dealing with at Backyard Masters at the time left a message for me that the cover would be delivered on Friday February ***. I called Friday morning to request a time frame for the delivery and received the automated phone service numerous times and left my name twice. I waited all day Friday for the delivery which never came and also Backyard Masters did not even have the courteous to return my calls to let me know that they were not going to show up. I called again on Saturday February *** and spoke with ****. **** said they would deliver the cover on Monday but I would not be home so he said they would deliver it on Tuesday February *** which I agreed to. Backyard Masters called me on Tuesday February *** to confirm that they had the cover and they would deliver it between 12:30 and 2pm. At 2:30pm I received a call from **** at Backyard Masters to let me know that they only had the “skin” and therefore they did not have the cover to deliver. I told **** at that time that I was done dealing with Backyard Masters and wanted a refund.
Paragraph eight of ******’s letter is false, we had a delivery date of February *** and they did not have the cover to deliver which they told me after the time frame they set for delivery. Also he states that the charge back from my credit card company was reversed in his favor but that was actually done in July 2012 in response to his letter to Merchant Services stating that he had the modified cover ready for me in the Patchogue store which could not have been possible since the modifications were not done till January 2013 according to his Appendix D. Paragraph nine is also completely false since I do not have the J360 Jacuzzi cover that I ordered and paid for.
I have been extremely patient and understanding with Backyard Masters. Unfortunately after numerous conversations and even two delivery dates that Backyard Masters set and canceled, I still do not have the J360 Jacuzzi Spa cover that I ordered on October **, 2011.I do not trust Backyard Masters at all since they have told multiple different accounts of this transaction to me, Merchant Services and also to the Better Business Bureau. I feel that Backyard Masters has not handled this in an honest and professional matter which is why I am seeking a refund for the cover I never received. Please let me know if I can provide any further information.
In order for the BBB to appropriately process your response, you MUST answer the question ab
This letter is in response to ******** ******'s response, ID# *******
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
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|8/18/2011||Problems with Product/Service|