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:07/13/2023

  Type:Delivery 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.

  Company stated 4-6 weeks for deliver. It has been 12 weeks and company refuses to give a shipping date and will not cancel the order. I have attached an email chain requesting statues on my order. Their response is always vague and none committal.

  Business Response

  Date: 07/14/2023

  We spoke with the buyer a few minutes ago and advised him that the spa cover that he spa cover is now in cutting process and going to sewing stage and it should ship out by the end of this month. However, the buyer is no longer interested in receiving the product. He advised us that he filed a dispute with his bank and we are just waiting for the bank's notification. If we will not receive the notification from the bank in 24 hours, we'll process the refund. 

  Customer Answer

  Date: 07/17/2023

  
  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:06/29/2023

  Type:Service or Repair 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 in Feb. 2023 The cover got damage in shipping Mar. 2023, Sent back to get fixed. In the first part June, I got the skin cover, But not the Insulation Foam Inserts. Can not use the skin without them. I don't know why they won't send them to me. $450.00 for a cover I cannot use.

  Business Response

  Date: 06/30/2023

  We sincerely apologize for the inconvenience that this has caused to the buyer.  As per the conversation  that we had with the buyer on the 14th of June. The production team accidentally processed the skin replaced initially, however, we processed the foam replacement on the same day. As of now, the foam replacement is packed and is ready to ship. As soon as we have the booking from the logistics company, the carrier will pick up the replacement. Once we have the tracking information, we will forward it to the buyer's email address.

  Customer Answer

  Date: 07/05/2023

  It has been 3 weeks, still no Foam Inserts. I don't think they are going to send the Inserts.

  Business Response

  Date: 07/07/2023

  The foam inserts are already done and unfortunately, freight is a challenge and we are working with the best available freight carriers.  We are still waiting for the foam replacement to be booked and picked up by the carrier. As soon as the carrier picked it up, we will send the tracking details to the buyer.

  Customer Answer

  Date: 07/10/2023

  
  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,
  
  ***********************, I have worked in the shipping industry for 30 years It does not take this long to ship the Foam Inserts. I hope they do resolution this. If not I will send a complaint again.
  
   
  

• Initial Complaint

  Date:06/29/2023

  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.

  Placed order on 4/17/22. Was quoted a time of 4-6 weeks. I'm still waiting. It is now 12+ weeks. I paid $483.88. Order MSC2788683. They gave me a shipping of *********. This has never been updated. I've asked daily for a status and they won't respond. On a lessor issue they charged me for an Orange County tax even though I'm not located in Orange County and neither are they. I advised them of this and was told too bad we can't change in the system. Just pointing that out because I'm sure that's illegal.

  Business Response

  Date: 06/30/2023

  The spa cover is already done and shipped last 22nd of June from our facility.  Upon checking with the logistics company, there has been delays with the deliveries. The spa cover is already with the carrier and it should be out for delivery by next week.

  Customer Answer

  Date: 06/30/2023

  BBB please look up tracking info on their website.  Trend Transport is the company.  Tracking number 950853849.  It shows a delivery of 6/26.  This is obviously fake as it is now 6/30.  Also please look up other complaints on this company as everyone is saying the same thing.  Promises of 4-6 weeks and then excuse after excuse and still no delivery.

  Business Response

  Date: 07/06/2023

  Upon checking with the logistics company,  This shipment just arrived at the destination dock. The delivery should be within 3-4 business days. We do apologize for the delay in the delivery, most of the Carrier's Terminals are backed-up with a large number of freights that needs to be moved to different States.  Unfortunately freight is a challenge and we are working with the best available freight carriers.

• Initial Complaint

  Date:06/27/2023

  Type:Sales and Advertising 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.

  Buyers Beware - it brings me no pleasure to post this, but others should know- the stated delivery date has been a moving target! My order confirmation email on 4/24/2023 stated the cover would go into production in "48 to 72 hours" and "we estimate production will take 4-6 weeks (website now stated 6-8) during our buy season." and "Once your cover is completed it will ship free of charge via freight partner - we estimate 2- 7 shipping days depending on where you live." All that being said- In early June I called to update the status of my order- I was told they estimate delivery the week of June 19th - the week came and went- no delivery. I called on 6/27 and was now informed the cover is in production and the new estimated delivery date in the 3rd or 4th week of July - THAT IS 14 WEEKS! From order to delivery - TOTALLY UNACCEPTABLE! I tried to contact anyone above the customer service person over the phone - no luck! I asked customer service rep if they could expedite my order - no luck! If I had know it would take this long I would never have purchased from this company - Their communication is very poor - As of 6/27 I have not cancelled my order as I still need to cover- waiting on a call from a supervisor (******)?

  Business Response

  Date: 06/28/2023

  We contact the buyer regarding his concern for the  delays. One of the supervisors (*******) called him to provide an update. The spa cover that he ordered is now done and ready to be shipped out next week. We will provide the tracking details once we have it from the carrier.

• Initial Complaint

  Date:06/19/2023

  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.

  I ordered a hot tub cover from myspacover.com on April 7, 2023. My initial order stated in writing the cover would be delivered in 4-6 weeks. I contacted the company today and they advised me the cover is scheduled for delivery the first week of July which would be 12 weeks from the original order date. From reading other complaints it seems that this may be a standard practice of this company to indicate 4-6 week delivery with no real intention of meeting that timeline which it seems is very deceptive and false advertising. Frankly, I have no confidence it will be delivered by the new promised date. I wish I had researched the company with the Better Business Bureau before I had ordered it. I would like the cover to be delivered ASAP rather than another month. Thank you.

  Business Response

  Date: 06/20/2023

  The product that this customer purchased from us is now ready to ship. Due to the large influx of orders, there has been delays in production. As of now the spa cover has been picked up by the carrier and the tracking information has been sent to the customer's email.   The carrier is Trend Transport, the tracking number 526945084  with the Bill of Lading is MSC7082718. The buyer can track the shipment on the link: *************************************************************

• Initial Complaint

  Date:06/12/2023

  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 and paid for this spa cover April 3 2023. Email as shown says 6-8 weeks in there busy season. It's now been 10 weeks!!! They do not answer the phone or respond. They sent an email finally after multiple phone calls and emails to them saying another 2 weeks in production and 1 week for delivery!!! Worst company ever and I want a full refund so I can buy it from another company. They certainly took my money quickly though.

  Business Response

  Date: 06/13/2023

  We tried to call the buyer on the phone number provided to no avail, we left a message and hopefully she will get back to us. The spa cover is already done in production and due to influx of orders, there has been delays. We have already advised our shipping team to ship the spa cover as soon as possible. We will give a discount to the buyer. We will be waiting for ************* to contact us to resolve this matter.

  Customer Answer

  Date: 06/14/2023

  spoke with a man from spacover.com just now in lieu of **** the supervisor. The discount offered was $30. He stated it was still in production and week be ready end of next week. The supervisor lied on her comment through BBB to me stating it was out of production already.  I would still like a full refund since nothing had changed.  They have been saying 2 weeks for awhile now.  I don't believe them and need a cover now! I feel this company is not legit and buyer beware!

  Business Response

  Date: 06/14/2023

  We apologize for the miscommunication.

  Your spa cover is really done in production and that we are waiting for the carrier to pick up the cover and to have the tracking number. We are not able to provide the tracking information yet as we are still waiting for the carrier to pick it up. The latest information that we have is it may ship over the weekend or early next week.  

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair 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.

  Bought a cover from them and only a few months after getting it the later underneath started bubbling up and peeling. Ive had covers in the past and this never happened and the company told me it was due to the chemicals I was using and I use basic hot tub chemicals and I know its NOT the problem. They have avoided my emails and a resolution. There is no way this cover should be falling apart after a few months.

  Business Response

  Date: 03/16/2023

  We will reach out to the buyer to resolve the issue.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair 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.

  Bought a new spa (hot tub) cover from MySpaCover in June 2022. Within weeks of receiving it, it showed signs of stress/bending, among other issues. This was their most "premium" version. Very little rain had happened by this point, so it was a complete failure of the product.The company made me send pictures which I did and within a week or so said they would send me out new foam inserts. While this was a nice offer, it would have cost me money to dispose of the old ones, would have been an unnecessary environmental disposal issue, and time consuming (not even sure I could replace them myself) to take the old ones out and put new ones in. I also have little confidence it would actually fix the issue or be better than the ones originally shipped. The company told me they would look further into other options and after 2 emails from me checking on status (a total of over 8 weeks later) said they couldn't do anything else. I had suggested a partial refund, for the "upgrades" and more "premium" options I paid for. They said no.See below for what I had sent the company and for more detailed info of the issues 1. I paid extra for a double wrapped/sealed foam core and it's already crinkled severely underneath the fabric, only have had it 2 months.2. There are already dipped areas on the cover, on both sides, where water is collecting. Again, only 2 months now, and CO weather is not very extreme (low heat and minimal rain in the last 2 months). I worry it won't hold up to even 1 snow event this winter, given how rain has affected it so much.3. Upsetting that I paid for your most premium version, with some upgrades, and it's already showing signs of issues. These issues started just a few weeks after I received them, I've waited until now to make contact as it's just started to upset me more and more given what I paid for it. I could understand if I had gone with a cheap company, but I picked you all because I thought it was premium made covers.

  Business Response

  Date: 12/28/2022

  We are working with our production and management to get the resolution on the said issue. The team agreed to process a whole cover replacement instead of just the foam inserts as a one-time courtesy only. As of now, we are still waiting for the buyer's response