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: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:08/02/2023

  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 purchased a spa cover on 5/9/2023 and paid in full. I was provided a notice of 4-6 weeks for shipping and then up to 10 days on shipping. I received no communication and no notice on shipping so on 6/29/23 I reached out to the company. On 7/5 I received a response that they would be delayed until the end of July. I was not provided a reason for the delay or an offer to cancel the order. By July 30th I still have received no further communication from the company in regards to the status of the order, a reason for a delay or an offer to cancel, so I e-mailed the company again. I received a response from ******* on 7/31 that the order is delayed another two weeks plus will be up to an additional 10 days for shipping and was not provided a reason for the delay or an offer to cancel. I replied on 7/31 citing FTC guidelines that orders over 30 days need to be provided the opportunity to cancel and instructed the company to cancel my order and refund my credit card. ****** replied on 8/2 saying the cover is in the final stages of production and asked me if I wanted to continue with the order, I replied with a "No" and have had no further communication from the company. I have challenged the transaction on my credit card and I'm waiting for a response from the credit card company.

  Business Response

  Date: 08/03/2023

  All of our spa covers are custom-made based on the specification that our buyers provided. The buyer placed the order online last 9th of May and on the same day we send the order to production. Due to the volume of orders and low staff in the production team, there has been delays in producing our spa covers. As per the buyer's request, we have canceled the order and responded to the filed dispute. We sincerely apologize for any inconvenience that the buyer has experienced. 

• 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.

• Initial Complaint

  Date:07/14/2023

  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.

  I was on a time crunch to order and receive a custom hot tub cover made and delivered. I had previously used a different manufacturer for a similar product and the it was exactly what I ordered and arrived when they said it would, but their projected lead time was 8 weeks and another 10 days or so for shipping. MySpaCover.coms website said they had a lead time of 6 weeks and shipping was free. At 6 weeks. I wrote the company and they replied saying they have lots of orders and the leed time would be increased to **** weeks. I thought about cancelling the order, but I still needed it. Being past my timeline was a big disappointment and I would have originally gone with the other manufacturer, but if it shipped in two weeks, at least Id still receive it. Its been 10 weeks now - I just wrote the company again and now theyre telling me its delayed until mid August/early September. Thats an additional 5-7 weeks if its true (which Im very doubtful). This is a big expense and major inconvenience. business lead times matter. I wish I would have researched this company for 5 minutes before I purchased because theyre reputation is horrible online. Buyer beware big time.

  Business Response

  Date: 07/14/2023

  We are communicating with the buyer regarding the delays that we are having with production team and we are demanding with our production team to ship all the pending orders that we have including ************************* order.  Right now the latest update that we have for the  his order is on the second week of August. 

• 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: *************************************************************