We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hot Tub Parts

MySpaCover

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tub Parts.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/16/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 July 31st I ordered a spa cover and paid $549 - this was charged to my credit card the next day. I received order confirmation and they asked for a diagram of my cover size / specifications since I wanted the handles to be in a different location than standard. I emailed the diagram with my order. On September 24th I called & emailed asking for status as it was supposed to take 4-6 weeks. I was told that the production was held up because I didnt respond to an email asking if I wanted to pay extra for 4 handles instead of 2 as my diagram had in it. I was not aware that 4 was not standard. On Sept 24th I responded to just do two. (When I didnt respond to the email that 1st week - why didnt they call me ???) I then received a message same day (Sept 24th) saying design team was going to send me a CAD drawing to approve. Oct 2nd I sent another email because I never got the CAD drawing. Oct 5th got the drawing and approved. As of today they will not respond and do not answer any calls all throughout this process I have tried to call sales, customer service, shipping and tracking, or dial zero for operator and they DO NOT ANSWER the phones - ever. I always get a machine with no call back! I need help. Its been 11 weeks since I ordered this. I would like my money back if they have not started production - or at the very least I would like delivery super expedited. The service and treatment has been horrible.

    Business Response

    Date: 10/19/2024

    We sincerely apologize for the incovenience. The amount has been refunded as per the consumer's request.

    Customer Answer

    Date: 10/24/2024

     Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:09/19/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 premium spa cover from ************************** on Aug 24th 2024.The order confirmation email states that production will start within ***** hours. As of today (Sept 19th, 2024), I have received three emails from three different MySpaCover customer service agents (Dane, ******** ****) asking me to confirm the color before it will go into production. Each time, I promptly confirm the color and then radio silent from the agent.I have called their customer service number almost daily for three weeks and all extensions go to unusable voicemails.

  • Initial Complaint

    Date:09/04/2024

    Type:Product Issues
    Status:
    Unanswered
    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 new spa cover from a company called MySpaCover on Mon 10/26/2020 (email receipt attached). It arrived around December ************************** around January 2021. I purchased their ************** Saver product which comes with a 5 year warranty. See website screenshot right from ********************************************** about two I years in early 2023 I noticed that it looked like my spa was starting to overfill. At first I wasnt sure it was happening as I couldnt accurately remember the water levels but the problem got worse and obvious shortly after. After a couple of months of increasing problems I decided to investigate. At first I could not figure out what was happening until I realized the relatively new cover was leaking rainwater into the tub! Additionally, as I inspected the cover I could see that the threading holding it together was deteriorating and one side of the cover was MUCH heavier than the other. Upon inspection at MySpaCovers request, I opened the zippers and took pictures of the interior. The one side was full of water and mold! This is detailed in an attached email.When I first contacted the company in January 2024 they did not respond and claimed the never got my correspondence. But finally I was able to get someones attention a couple of months ago. I provided the documentation they asked for and then summarily denied my warranty claim with the reason, because it is not something that would be considered as manufacturing defect or failed due to defects on materials or workmanship. When I called to confront them about the response they told me that the warranty doesnt cover normal wear and tear. I dont know how the complete failure of their product to do one of the two most important functions, keep water and debris from outside from getting in, is considered normal wear and tear within the warranty period.I want MySpaCover to honor their warranty and replace the defective cover at no cost.

MySpaCover is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.