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:08/02/2024

  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.

  I purchased a hot tub cover from this company I got sick and never new it didn't come then when I figured out it's never been sent or refunded due to still seeing transactions from 4-12-23 and ive checked every month for a refund even contacted them many ways and times with only one response in over a year now. At this point they have stolen from me and will not call me back or respond to my emails.

  Business Response

  Date: 08/02/2024

  This customer just contacted us regarding her order that she ordered over a year ago.  Due to the age of this order we cannot verify that this cover was delivered due the fact that the freight carrier has gone out of business.  (Yellow Freight).  As we confirmed with this customer today we will be sending a refund check for the full amount.  The check went out in todays mail and this customer should receive next week.  

• Initial Complaint

  Date:08/22/2023

  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.

  Purchased a hot tub cover from Stonewood Manufacturing on 6/15/23. Cover was received with a large hole on the interior. Damage was immediately reported to the manufacturer. The manufacturer made no attempt to resolve the damage, and basically said to get lost. Picture is attached.

  Business Response

  Date: 08/22/2023

  Hello *******,

  I am sorry to hear that the freight carrier denied your damage claim.  We do our absolute best to notify our customers that you must inspect their cover at delivery and refuse the cover if damage is found so we can get it replaced with a new cover.  We note this both in our terms and conditions and we again send these instructions when we send you your tracking information.  Once you accept the spa cover it is out of our hands and we are unable to make any claims with the carrier.  It is your responsibility to file a claim directly with the freight carrier.  Please continue to work with the freight carrier to resolve this damage claim.  

  Customer Answer

  Date: 08/23/2023

   
  I am rejecting this response because: I am not surprised with the response from this company. They have a history of complaints and never resolving anything. As I told STONEWOOD MANUFACTURING their freight carrier would not respond. This is a company that Stonewood hired. A reputable company would have taken care of this. This is a corrupt rip off company, with a long list of customer complaints that they have ripped off. BBB may not be able to do more, but this is far from over. I will not be ripped off by this sleazy individual. You should change their rating to F.
  
  

  Business Response

  Date: 08/25/2023

  We do everything we can to inform all our customers to inspect their covers at the time of delivery and to refuse the cover and send back with the carrier if damage if found.  We note this both in our terms and conditions which all customers must check that they have read and agree to and we also reiterate it in the email when we send out your tracking information.   Once you accept the cover then you are saying that it arrived in good condition and and we can no longer make any claims with the carrier.  It would be up to you the customer may file a damage claim directly with the carrier.  I am sorry to hear that your claim was denied by the freight carrier.  If you like we can send you a patch to repair the damaged spot.  

  Customer Answer

  Date: 08/25/2023

   
  I am rejecting this response because: I paid for a new cover...and you offer to send me a patch? Ridiculous. I don't know if my freight claim was denied, as the company you hired never returns my inquiries. You hired them, you should represent your customers, not rip them off. Your policy states on your website: "Notify us the same day if possible. We will not be able to replace merchandise if we are not notified within 7 days of the delivery date" Okay. I notified you on the same day as delivery. So what about the replacement as stated on your website? You sent me a severely damaged cover, damaged in the manufacturing, and your response is we got the money, now get lost. You are absolutely the worst company I have ever dealt with in my lifetime.

  BBB, I request you review the numerous complaints of rip offs by this company, and they are numerous. Please adjust their rating to reflect exactly what type of company the consumer is dealing, as many consumers depend on you for accurate reporting. Thank you!

  
  

  Business Response

  Date: 08/29/2023

  I again apologize but there is nothing we can do. You accepted the cover as being received in good condition.  I am sorry to hear the freight carrier denied your claim.  Let me know if you would like us to send you the patch for your cover.

• Initial Complaint

  Date:10/28/2022

  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.

  I purchased a soft spa cover on 8/21/22 for $219.00. I was promised a "spa cover equipped with an air bladder to create a pocket of air under the cover for good insulation" and "8 tie downs with locks". I received only the spa cover. I notified them, they sent me a 3x3 bladder. I notified them I didn't have any locks for the tie downs. They sent me 4. I notified them I only got 4, they sent me another 4. I finally was able to assemble the new spa cover only to realize the little 3x3 bladder is way to small for my 8x8 jacuzzi. I contacted the company anonymously asking them what size bladder should come with a 8x8 spa cover. They told me 4x4. I notified them they sent me the wrong one and asked for a replacement. They told me I needed to pay for it. I said no, and asked if I could return to them the incorrectly sized one and get a replacement. They then told me, "oh sorry, the 3x3 is the correct size. I have advised them that the 3x3 is an inadequate size to support an 8x8 spa cover. They quit responding to me. It's the worst purchase I ever made and the customer service is horrible.I am attaching their email stating that the 4x4 bladder is the correct size.I am attaching photos of all the tie downs successfully tied down, and still there are huge sags in the cover top.

  Business Response

  Date: 10/28/2022

  I am sorry to hear you are unhappy with your custom soft spa cover. Soft spa covers are custom built to order and are not returnable or replaceable.  Please make sure all eight tie down straps are attached to your cabinet so they pull the cover down over the air bladder.  Soft spa covers come with one air bladder but as relayed in our previous correspondances but if you feel you would benefit from a second air bladder you would just need to follow the link we sent you to purchase another one.  Your response that we stopped replying to you is confusing since we have no open messages from you.  We were always the last to reply.  If we missed one of your messages we do apologize.  

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18324465
  
  I am rejecting this response because: Company provided the WRONG size bladder. I requested the correct size bladder and they refuse to provide one. They said they can only give me one (even though they sent the wrong one). I advised I would be happy to send them the wrong one back so they could replace it. They refuse.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/28/2022

  We only offer one size air bladder.  You received the correct size.  If you would like to order an additional one please place a new order on on the website. Thank you.