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Business Profile

Online Retailer

Florida Spa Covers, Inc.

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Florida Spa Covers, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Florida Spa Covers, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 85 total complaints in the last 3 years.
    • 2 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/25/2023

      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.
      On April 16, 2023 I placed an order for a spa cover on [Order #*****]. I was charged for the order $459 for the order and received an email confirming the order and verified they charged my card.According to the email the product would ship between 3.5 and 4.5 weeks. On 5/16 I called the 800 number to check on the status and get shipping information. No one answered and I left a voicemail on both the 1st and 2nd prompt on the **** I waited 2 days and called again on 5/18 and same result, left voicemail and no response. I tried again again on 5/19, 5/22, 5/23 and 5/24. Again no response. I found a second number on 5/22 and tried it also with no responses. I emailed on 5/16 and another today and never received a response. I should have done a better job researching this company before ordering. At this point I would like to be refunded. I file a dispute with my credit card and they said it could take up to 2 billing cycles for a decision. The credit card company will have the same results of no response from this company. Looks like I will be taking a loss.

    • Initial Complaint

      Date:05/23/2023

      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.
      Ordered a hot tub cover on order # ***** on 4/15/23 in the amount of $547.00. Was supposed to receive shipping information but didn't receive anything. I called multiple times and always have to leave a message with no call back. I emailed them on 5/1/23 and was told that my hot tub cover would ship between 5/19/23-5/23/23 but would receive an email updating me with shipping information, including carrier, tracking #, delivery date. I have not received that email and have emailed them with no response, I have tried calling for 2 days with no response.

    • Initial Complaint

      Date:05/22/2023

      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 ordered a Spa cover and they stated that it would take two weeks. I called the business after two weeks and they stated that it would be another two weeks before I would receive the spa cover, it has been five weeks and I still have not received the spa cover. I ordered it on 04/13/20223. Order# *****. I would like the Spa cover or a refund $459.00.

    • Initial Complaint

      Date:05/22/2023

      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 ordered a spa cover from Florida Spa Covers, who came Highly Recommended from ***************. When I placed the order I paid it in full. It is now 5+ weeks since I placed the order and they are not responding to my phone calls or emails. I am left without a cover and they must finish the job that they started. Please assist with having them finish and shipping the cover to me as they committed.[Order #*****] (April 17, 2023)ProductQuantityPrice Square/Rectangle with Rounded ************************************ 5"x3" - 1.5 lb Foam ($459.00)A - Measurements:84 B - Measurements:65.5 C - Measurements:7 Skirt Length:6"Spa Make:Hot Springs Spas Spa Model:Jetsetter Vinyl Color:Medium Grey Handle:Standard 2 Vinyl Handles Locking Tie Downs:Ties on Corners Hinge Seal:Seal at Ends Only Vapor Barrier:Standard 6mil Clear Plastic Production and Shipping:Standard Production Lifter Plate:None Spa Cover Lifters:None Cover Guard:None Solar Blanket:None Comments/Special Requests:My Hot Tub is a Hotsprings JETSETTER Model: JJ SERIAL: ******** 7 feet Long by 5.5 Feet Wide with Rounded Corners.1$459.00 Subtotal:$459.00 Tax:$0.00 Payment method:Credit Cards Total:$459.00 Billing address ********************************* Indigo ***************************************************************************************** ********** ******************* Shipping address ********************************* Indigo *****************************************************************************************

    • Initial Complaint

      Date:05/01/2023

      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 placed an order for a custom spa cover on 5 February. The order number is ***** and totaled $520.02. I received a confirmation email shortly after the order was placed. On 6 February, the total of $520.02 was charged to my bank account. On 15 February, I received an email from the company asking if I wanted to upgrade, to which I replied the same day via email declining the upgrade. The company website says production takes 3.5-4.5 weeks. I emailed their customer service and asked for a status update on 15 Apr. Nobody replied. I called on 19 Apr and spoke with a gentleman who told me to call back the following day for status because he couldn't see it on the computer. I called again on 28 April and a different gentleman answered and said the company had emailed me asking to confirm the measurements in February and that they had not started production. I have no record of this email. I have repeatedly tried calling customer service for resolution but nobody answers. I have paid in full with no path forward. I would like to cancel this order for a full refund, without penalty.

    • Initial Complaint

      Date:04/18/2023

      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.
      Worst customer service ever! I placed an order on 1/24/23.I was told if there were any damage to my spa cover, to refuse shipment. ******** was refused on 3/23/23 because of a hole in the packaging and in the cover. I emailed on 3/27/23 at 9:39am explaining that the shipment was refused & provided pictures of the damage. I asked the question, "What now" and provided my phone number, I received NO RESPONSE. I called on 4/4/23 at 1:01pm from my work phone and left a detailed message asking for someone to call or email me back, I received NO RESPONSE. I sent a second email on 4/12/23 at 6:39 pm, again with the pictures and asking for a call or email, I received NO RESPONSE. I called again on 4/13/23 at 7:39 pm (from my cell phone) and left a detailed voicemail message, I received NO RESPONSE. Finally, on 4/14/23 someone actually answered the phone when I called customer service (from my cell#) and I was told "That I should have contacted them earlier!" When I explained all of the times I did, I was told, "Oh we don't read/answer emails for 2-3 weeks!" Excuse me? I ordered your product ONLINE, you accepted my payment ONLINE, you emailed me receipt for payment ONLINE, you emailed me three times when my spa cover was in production and when notes were added to my order, BUT you DON'T respond to/read incoming emails for 2-3 weeks? You apparently don't respond to voicemails either? Then when I am finally able to speak with customer support and I tell him that the product was packaged inadequately, because it was just a cardboard box, with no internal packaging, he argued with me over the phone. I have been in customer service for 40 years and I have never/would never treat a customer the way this company has treated me.

      Customer Answer

      Date: 05/02/2023

      My complaint was assigned ID ********. 
      I received a REFUND from Florida Spa Covers, Inc..
      Thank you for your assistance.
      The company verbally told me that they do not have to respond to the BBB, that "You won't do anything" so don't expect a response from them.

    • Initial Complaint

      Date:03/29/2023

      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.
      We ordered a cover lifter from Florda Spa Covers on January 14th and they charged our credit card for it at that time. When we didn't receive it as of late Feb, we phoned them with a request to contact us with the status because we wished to cancel the order. We didn't hear back from them, so we sent an email with the same request. They told us they decided to ship it anyway, despite receiving both the phone message and email with the request to cancel the order, because the order cannot be canceled after its shipped. We asked them to provide instructions on how to return it for a refund. They have not responded in 3 weeks. Can you please help us get return instructions and a refund from the company? Thank you!

    • Initial Complaint

      Date:03/10/2023

      Type:Service or Repair 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 custom spa cover four months ago from Florida spa covers. When the item arrived, it was damaged and I rejected taking delivery. I was told as soon as Florida spa covers saw online that the item was rejected due to damage that I would receive a refund, after countless phone calls with the company I've got nothing but a runaround and I still have not received my $804 back

    • Initial Complaint

      Date:02/24/2023

      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.
      11/14/2022 order place and paid for 14 day expedited production. 11/30 received notification production was processing the order and in production. 12/7 received notification it was scheduled to ship 12/13-15. 12/13 received notification of a tracking number. 12/28 delivery attempted but the product was damaged. 12/28 followed the merchant's instructions to refuse delivery and notify them of the damage. We called and sent emails with pictures that day. Jan/Feb ******** follow up emails, calls from me to the customer service with voicemails left, and contact forms completed on the website with NO RESPONSE from the company. 2/22 Finally got someone on the phone and they were completely rude and explained it was our fault we didn't call them two days after we initially contacted them on 12/28. They said they needed to wait for the claim papers from the freight company. Surely, they received that paperwork and sat on it and blatantly ignored all of our follow up contact over nearly two months. At this point, we were expecting the cover to arrive any day now! In the last 24 hours I have received numerous badgering emails from the "customer service"; but never received one with regard to the replacement product over the past two months! 2/23 Today I received an email they have cancelled the order and will refund. We had already disputed the charge with our credit card company. The true LOSS is the cost of a destroyed $7,000 hot tub because this company is negligent in their business practices and shipping quality. A hot tub cover order placed and paid for in full on 11/14 has not been delivered.

    • Initial Complaint

      Date:02/17/2023

      Type:Customer Service 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.
      Spa cover and lifter was ordered in October 2022 with a 6-8 week delivery. Cover was delivered damaged 12-22-2022. cover and lifter were sent back to warehouse. Replacement cover was received around 02-01-2023. No lifter was provided. Company will not return my calls or emails. Just want the lifter delivered.

    Florida Spa Covers, Inc. is NOT a BBB Accredited Business.

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