Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hot tub cover purchase date 04/13/2023 The original estimation posted on the companies site is 4-6 weeks during their busy season.Cover arrived 08/16/2023 (4 months total)Cover arrived damaged as seen in photos. I sent them photos and they agreed to send a refund. 8/30 - They advised they would send a refund but could not until they fixed an issue with their payment system.10/23 - They advised they could only offer refunds through Paypal, so I sent them my paypal contact.11/10 - I called them and they had no update, but said they will follow up with accounting. They could not do this while I was on hold.11/28 - I contacted and they had no update, but said they will follow up with accounting. 12/8 - I contacted and no update/12/18 - I called and asked for the accounting department, but they didn't have a number. No update.12/27 - I called and they had no update, but will follow up with accounting 1/9 - I emailed and no update, but will follow up with accounting 1/20(?) - I called and no update. I also offer to show them how to use Paypal and issue refunds. They declined.1/31 - I called and no update, but will follow up with accounting 2/1 - I called and no update, but will follow up with accounting 2/2 - I called and no update, but will follow up with accounting

  Business Response

  Date: 02/05/2024

  We understand that there has been delay in issuing the refund,our previous payment gateway shut down and we cannot process any refund using the new payment method to the previous one. We keep on following up from our ********************* for *************' s refund.
  

  Customer Answer

  Date: 02/05/2024

  Your original estimation was 4-6 weeks when a cover is ordered to when it is delivered. This took 16 weeks for the delivery of a damaged item, and almost 40 weeks since I originally placed the order. I will not continue to keep calling customer service who cannot do anything except "forward this to accounting for update". I do not trust you, and if I'm complacent and continue to wait, I don't believe you will follow through.

  Business Response

  Date: 02/05/2024

  We can process a replacement cover in 2-3 weeks. Our production was fast unlike last year. 
  
  

  Customer Answer

  Date: 02/07/2024

  I no longer need a cover. Just a refund.

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company will not refund due money.Timeline: 7/5/2023 Ordered and Provided all measurements for sq cover 7/31 MySPACover sent CAD asking for my approval, I approved 8/2 MySPACover started asking for additional information like diagonal measurements I provided these 8/4 MySPACover said I must have the wrong measurements. .. Told them they were OK and can be verified w/math8/14 had conversation w/MySPACover and felt they did not know what they were doing, I asked for a refund.8/15 Received email stating I would get refund for $589.99 but it would take 3->5 days to appear as credit.8/27 Told MySPACover I had not received my refund.8/28 They would check w/Accounting and get back to me 8/31 Ask them again for update 9/1 MySPACover said they tried to send refund but had issues because they changed payment systems.9/6 Ask for status update. Want to talk to someone.9/8 Did talk to person and they assured me they would take care of it.9/13 MySPACover ask for 2 weeks to resolve this.9/30 I asked again for status10/3 MySPACover, We are doing our best to get this done.10/11 I asked again for status.10/12 MySPACover says give us until the end of the Month10/23 MySPACover ask for PayPAL info so they can issue refund. I provided PayPAL account info vi QR code 10/24 MySPACover says cant process QR code, I then send in email format.10/25 MySPA Cover says will issue to PP *********/29 I ask for update again since my payment 10/31 MySPACover says they are waiting on all input from others on refund list and it will be batch processed. Allow 5-7 days 11/9 I ask again for update, MySPACover indicates tomorrow or next week will be done.11/18 I ask for an update again.11/20 MySPACover says I am at the top of their list please dont file any dispute11/27 I ask again for status.11/28 MySPACover says sorry, give we the rest of the week.12/4 I ask for status again.

  Business Response

  Date: 12/06/2023

  We understand that issuing the refund has been delayed. The previous merchant or payment gateway used when **************** placed the order online last July 5, 2023 has already closed and we can no longer process the refund using the new payment gateway going to the previous method. Indeed, he provided his QR code and the PayPal information which was forwarded to the management. We already escalated this issue and please be assured that the refund will be processed. 

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a new spa cover, I paid with a credit card, 12-19-2022. They told me to do the measurements take pictures of the radius i did all what was asked of me. They wanted me to reply with a yes by E-mail . In June I finally ask for a refund. Ist they said they had tried to deposit a refund back into my account. I went to the bank because my old card was hacked and the bank informed me it would have still been deposited into my account. 2nd they said their system was down and they would have it into my account by the first of September . I have been calling and calling they would put me on hold and the line would go dead. I got someone to answer and they said they would put it on my PayPal account i told them i did not have one I told them I had a Venmo account they ask for my information and gave it to them . one e-mail said my refund was on its way. one e-mail said they had to send it back for reprocessing It on only takes a few mintues to do a Venmo transaction and I have not heard back from them since October 24th . Could you please help me with this matter, Thank you

  Business Response

  Date: 11/08/2023

  We have recently changed the payment gateway that we used. Since the buyer placed the order last 2022, we are not able to process the refund to the old payment gateway using the one. In order to resolve this refund issue, we asked for the buyer's PayPal information which she did and it was forwarded to the accounting. As of now, we are waiting for them to process all the pending refunds. Rest assured, we will return the buyer's money once everything is settled.

  Customer Answer

  Date: 11/10/2023

  I told the business I did not have a PayPal account and to use my Venmo account, so how will they refund my monies?

  Business Response

  Date: 11/13/2023

  The merchant's gateway that we used when this buyer placed the order last year ************************************************************************** the original purchase.  The Venmo details that this buyer provided was already provided to the accounting. We already made a follow up with the team for any updates that they can provide. We can assure the buyer that we will process the refund. It will take time, but, we will refund it.

  Customer Answer

  Date: 11/13/2023

  All the company is saying is that it will take time.   What does that mean?  Why did they tell me I would have my money back by a certain date and it was never refunded.  I do need a little more information.  I have been trying to contact  them ever since June once I noticed the money had not been placed back into my account  how long does it take.

   

  Thank you for your help

  **********************************

  Business Response

  Date: 11/28/2023

  Our previous merchant is already closed and we are now using a new payment gateway. However we cannot process a refund using the new account and we asked the consumer to provide their Venmo since it's the only way that we can process right now. Which was forwarded to the accounting team and is already in queue. 
  
  Please be assured that this refund will be processed. 
  
  Your patience and understanding is highly appreciated.

  Customer Answer

  Date: 11/28/2023

  I am not happy with the respond from My Spa Cover

• Initial Complaint

  Date:10/18/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 5 ***** I placed an order with MySpaCover.com for a spa cover. When it finally arrived on August 17 the box was badly damaged and the spa cover was torn in multiple places and was useless to me. I sent them photographs of the damaged cover and they agreed verbally to refund my purchace price to my credit card that afternoon and I would see the credit on my statement within 3-4 days. They also sent me an emailed confirmation of the pending refund. I called them back on September 7 beacause I still hadn't received the refund and was told that they were having software problems and refund would be coming soon. Once again they confirmed this with an email.I called back on September 25 because I still hadn't received the refund and was told that they would process the refund by October 6. I called back on October 15 and was told that a manager would call me back the same day and they would either write me a check or make a refund via Paypal because their software system was still down. They also sent me an email to confirm this. Needless to say, I didn't receive the refund and the manager never called me back. I can provide you with photos of the damaged cover and copies of their emails to me confirming that they will refund me my purchase price.Please help me get my refund.

  Business Response

  Date: 10/18/2023

  We are working with the buyer to resolve this issue.

  Customer Answer

  Date: 10/19/2023

  Ive been patiently waiting, and waiting, and waiting.  How much longer do you expect me to wait?  You are NOT working with me to resolve this issue, youre ignoring me.  Please be specific.  Exactly when will you finally provide me with the refund that you promised you would give me months ago?

  Business Response

  Date: 10/19/2023

  As mentioned on the previous phone calls that you had with our company, we are having issues with issuing a refund as we are no longer using the same payment gateway that was used before. On July 27th, the management changed the payment gateway so, the refunds prior to the said date is still pending. The management is still working out to find a way to resolve this. As soon as they are able to do so, the refund will be processed.  

  Customer Answer

  Date: 10/26/2023

  Communication with this company is painful because they lie every time I talk to them.  They say  that they are "working to find a way to resolve this" but they are lying. They say that they're refund system is broken and they say they will now refund my entire purchase cost through Paypal instead of a refund to my credit card.  I told them that was acceptable and provided my Paypal address.   In the past week they've emailed me twice and called once, each time asking for my Paypal address.  I've provided my address every time I've been asked.  How long does it take to make a refund through Paypal?  I've made dozens of refunds through Paypal for my former business, and the answer is:  it takes less than a minute to complete a Paypal transaction.  The only reasonable explanation that I have for their behavior is that they don't want to refund my money and are stalling as long as they can to avoid paying me. 

  Can the BBB intercede on my behalf to get me the refund I've been promised multiple times?  If not, my next step will be to bring them to court to get what I've been promised.  

   

• Initial Complaint

  Date:09/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  You informed me of a response to my complaint #******** on 9-14-2023. I received notice today, 9-19-2023, at 10:41 a.m. that you closed the complaint. This complaint cannot be closed for nonresponse until the end of 5 days after you informed me of response; therefore you prematurely closed the complaint and must immediately reopen. This business just sent me a bill for $1370.00 to deliver the spa cover. They were to deliver "free of charge," and this improper action needs to be added to my complaint. Please correct this error immediately and contact the business to get this amount paid by them. Thank you, *************************

  Business Response

  Date: 09/20/2023

  We will handle this issue. The carrier should not bill the consignee directly. 

  Customer Answer

  Date: 09/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and PROVIDED THAT THE COMPANY DOES WHAT IT HAS PROMISED, I find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If it does not perform as promised, I will contact you again.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:09/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a spa cover on May 5th with 4-6 weeks delivery. After about 4 months they emailed me an had me take additional measurements. A couple of months went by and I called and was told they were backed up on the production process. August 30 I got an email saying it had shipped - to contact Trend transportation for info. Called them, same person answered saying there were lots of covers on their dock and they were going therough them. Expected delivery Sept 15. Still no show. I then just requested a refund but got no reply

  Business Response

  Date: 09/20/2023

  This shipment just arrived yesterday at the destination dock. The expected delivery will be on Friday, 22nd of September.  We will have one of our staff reach out to the buyer.

  Customer Answer

  Date: 09/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/27/23 we ordered a hot tub cover from this company. Provided all the pertinent information as far as measurements, specs, pictures. Was told it would be 4-6 weeks. Our bank acct was charged immediately which we were fine with being it's being custom made. on 7/28/23 we get an email saying we hadn't provided all the information they needed. Spoke to ******** on 8/3 to cancel the order at this point, she sent us an email saying it would be cancelled and we would be refunded. Talked to Khloe on 8/18 because we were not refunded. On 8/23/23 was told that we should dispute it with the bank because they had changed owners/banks and couldn't do refunds. We called out bank and did a dispute which our bank said could take up to 90 days. On 8/30 I called and spoke to ******, who said she was a manager, said, after an hour of going back and forth that theres nothing they can do as far as a refund that I would have to put in a dispute again because they hadn't received the first one. I said how unethical this is and that I was going to report them to BBB and she could care less.

  Business Response

  Date: 08/31/2023

  The buyer placed the order online June 25, 2023 and on the 27th we sent an email for the missing information that we need before we can process the order to production. We keep on sending follow-up emails, but no response  until on the 3rd of August when we resent another email. When the buyer called on the said date, they mentioned  that we keep on sending emails for the  order. All of our products are custom-made based on the specifications that our customer provided.  We want to make sure that all of the products that we sent are perfect fit. They advised to one our representative that he's not interested  with the measurements given nor to confirm the informationa and they want to have the refund instead.   Due to the changes that was made on the payment gateway that we cannot processed any refunds to an order from the old payments to the new payment gateways.  We explained that to ***************************** wife ******* and they are insisting to have the money bank which we will as soon as the refund processing is fixed. As of now, our management is still working on getting this issue fixed to process all pending refunds that we have.  We also asked the wife they already have the spa cover because if none, we can alwys proceed to production with the measurements that they have and we can ship it in 5 weeks. However, she said that  they needed the product last summer and they will wait until next year. We indeed told them to file a dispute for this purchase and we will accept it as soon as we received it in the system so they will be refunded. They said that they call the bank 2 weeks ago to dispute the charge buit was advised  by their bank that the they will be refunded after 90 days and after their investigation and  most difinately the reason they hold off the dispute. The moment we receievd the chargeback dispute fr this order, we will accept it as promised. 

  Customer Answer

  Date: 09/01/2023

  the seller states that they needed more information regarding measurements. That is 100% untrue. ALL of the measurements were sent when the order was placed.  Stop lying and refund my money. Dont tell me that my bank hasnt contacted you, you keep people on hold for over an hour and then dont have answers when we finally get through. Send me my money back or we will see you in court! 

  Business Response

  Date: 09/01/2023

  We will get in touch with the buyer.

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased on 5/13/23. Very poor customer service once they missed their ETA (no updates, need to fight to get a reasonable response). Product finally delivered on 21 AUG and they forgot the hydraulic lifter which they do not make. This should have been shipped in advance but was clear they forgot it once i seen it wasnt in the shipment. CS says itll deliver in 1-2 weeks. That is a clear fail on their part and will not honor a credit for their failure (only offered useless accessories). They shouldnt be in business, theres other local options who meet deadlines or will provide credit to make it right. this place does not and i will never refer them to anyone else I know looking for a cover replacement.

  Business Response

  Date: 08/21/2023

  The buyer filed a chargeback dispute regarding the spa cover and the lift assist that he ordered from our online store last 16th of May. The spa cover was marked delivered today 08/21/2023.  The buyer called us and asked for the lift assist that he ordered together with the cover, we advised him that there is an open chargeback that he filed so we hold off the shipment for the lifter.  Since he mentioned to one of our representatives that he still needs it, we will send the Lift assist as soon as possible. However, we cannot process the discount specially that there is an open chargeback. Once the buyer closes the disputed with his bank, we will negotiate for the discount that he is asking for.

  Customer Answer

  Date: 08/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:07/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered our spa cover on May 23, 2023 and was advised by email that the cover would be delivered in 4 to 6 weeks. At the end of the 6 week period the cover had not been shipped so we contact Myspcovers and they told us it would take 8 to 10 weeks. When we reached out to Myspacover again they sent another email telling us that the cover was in the "middle stage of production" and would be ready to ship the 3rd or 4th week of August. That would be 12 to 13 weeks. We paid upfront for the cover and they have been benefitting from our money without delivery of any product, this is wrong. If they would have been honest about their ability to deliver we would have gone with another company. The continuous moving of the completion date a little at a time appears to be in attempt to keep customers from cancelling their order. Not sure what "middle stage of production" means but if it is going to take 5 weeks to complete, it appears to means that they require 10 weeks of production to complete one cover? Myspacover's failure to be upfront with their customers concerning their long production schedule is them being misleading to get customers to give them money they don't plan to deliver a product for when they say they will. I would not recommend this company and buyers beware.

  Business Response

  Date: 08/01/2023

  All of our spa covers are custom-made based on the specifications that our buyer provided. The buyer placed the order online last 23rd of May, 2023. The next day ***************************** called to provide some details on the order and the spa cover was sent to production on the same day.  We actually sent an email to the same, advising the buyer that our lead time is 6-8 weeks.  Due to the volume of orders that we have since the previous months, there has been delays in processing the order.   We received an update from the workforce that they are currently low -staff and that causes more delays that we already have.  As of now, the team is doing their best to finish and ship all pending orders that we have including *********************************. The latest ship date that they prrovide is on the 3rd week of August.  

  Customer Answer

  Date: 08/01/2023

  I should have been advised that the company would not  be able to deliver the cover in 4 to 6 weeks prior to me paying for the cover. If they knew the next day they would have known when they asked me to pay. That being said,  the 8 weeks have passed and the date keeps shipping. If they have a backlog they should not have taken my order and money. Myspcovers actions are questionable and misleading. 

  Business Response

  Date: 08/02/2023

  We are doing our best to ship all the pending covers that we have, including *********************************. We sincerely apologize for any inconvenience that this has caused to the buyer.

  Customer Answer

  Date: 08/03/2023

  I have received an email 8/3/23 telling me that they will ship the cover the 3rd week of August. The initial email from Myspacover dated 5/23/23 stated that the cover would go into production in the next 48 to 72 hours. Another email dated 7/18/23 stated it was in the middle stage of  production. Either they were not honest about how long it takes to make just one cover (4 to 6 weeks) or they have not been truthful in their responses to me their customer. If they started production when they said they would it takes them 13 weeks to fabricate one cover. If they were just in the middle stage of production on 7/18/23 then they are stating it takes 8 plus weeks to fabricate one cover not 4 to 6 weeks. In any case ******* is not being truthful in their communications with their customers. 

  By the way they sent me another email that was intended for someone else with the same issues and responses. It appears getting the money upfront from their customers is top priority and delivering what they promise is last. It is obvious that my issues, and others in a similar situation, will not be addressed to our satisfaction. The only hope is that some how this company will be held accountable for misleading its customers and they will be forced to be honest upfront in their online advertisements and communications. I only hope that their quality is better than their word?

   

   

• Initial Complaint

  Date:07/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ordered a spa cover 5/7/23and was promised delivery with in 43 days 2-3 days to start production 4-6 weeks for production 2-7 days for shipping contacted them on July 6 and was told it was in the middle of production and delivery was end of July, we would have purchased the spa cover elsewhere had they said end off July at the beginning, of our transaction.we need this to be delivered now.My order number is MSC2790320 My purchase price is $463.99

  Business Response

  Date: 07/20/2023

  The buyer placed the order on the 7th of May and due to the  volume of orders we received, there has been delays in production, the lead time has been adjusted. As of now, our production is still behind and we are working on getting the pending orders finished and shipped. The buyer's spa cover is still in the middle stage going to the cutting and it should be done and ship on the 1st or 2nd week of August.

  Customer Answer

  Date: 07/31/2023

   I don't know how something can be in the middle of being made,since the middle of June. This is not a response it is a  delaying tactic,  the product,should've  been delivery the end of June!!  The middle of August is Not acceptable!!!

  Business Response

  Date: 07/31/2023

  I just spoke with our production team and advised that the spa cover will ship Friday next week, 11th of August, the latest.  We will forward the tracking information to the buyer once we have it from the carrier. 

  Customer Answer

  Date: 07/31/2023

  I need assurance that this will be delivered on, or before Aug 14.

  This sounds like more of the same in,( 2 weeks) we've been getting since June.