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:10/25/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  ‘’Beware Of This Spa Company’’
  I purchased a Spa Cover on 12-22-22 during the Pandemic- at a cost $450.00 in a popular walnut color,
  I had an issue of the cover turning to a very light tan between the two covers (see Photos) also the thread
  Stitching of the entire cover had a reaction from a re- dye and was turning white. I brought photos and samples
  of the Thread residue- and had two major pool franchises tell me- that during the Pandemic the cover company’s
  could not get the popular Vinyl walnut colors- and as a result the vinyl material were re-dyed for them.
  
  I contacted the makers of my cover- sending them photos and talking to the owner for several minutes by phone well
  over a month ago, and to date I have only received three emails from them stating it may be a chemical issue, I have had a
  indoor 400 gal.Jacuzzi as well as a 200 gal. ****** spa for well for over fifty yrs. And have never had an issue like I am having now.
  
  I attempted to speak to the owner, and have left approx. 15 voice messages- but to no avail have gotten a single response-
  Other than a copy of the emails that they originally sent me stating I might be doing something wrong.

  Business Response

  Date: 12/08/2022

  I did have several interactions with Mr. ****** via email and a couple of phone conversations. Unfortunately, he could not provide any pictures of our warning tags that are sewn on ALL our covers identifying them as manufactured by Commercial Fabrics. I did try to help him even though there was no indication we had manufactured the cover. Without that warning tag, there is no way to identify. I have attached a picture of our tag as an example.  The date of his purchase – 12/22/22 is impossible. We are located in Buffalo, NY and do not sell to consumers. We do not have dealers in Florida.  I have attached a copy of the most recent email with Mr. ******. Also, at no time did Mr.  ****** leave 15 messages with our company. As most of his statements below are made up regarding re-dying of this material as it is IMPOSSIBLE to re-dye vinyl.  From the pictures you included, the color change is caused by high acidity levels of the spa water. As you can see, only the areas directly exposed to the unbalance water chemistry of the spa have been bleached. The grey underside material has even been bleached white. He did not send me the pictures of the bleached areas. He only sent me the other 2 pictures of the outside of the cover. As far as the calcium or salt deposits on the thread, this is from either condensation of water after cleaning or the cover not being rinsed properly after washing. A water softener could be the cause of the white residue or there could be calcium in the main water.  I did try to help Mr. ****** even though he could not provide the proof required that it was our cover.  Jim S****** Commercial Fabrics See attached documents (4). 

  Customer Answer

  Date: 12/19/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  See attached rejection and documentation, including tag/label that product is from this business, (4). 
  Regards, 
  
  ******* *****
   

  Business Response

  Date: 12/19/2022

  I am done with this complaint. The product that is being referred to is not our product. All our products have a warning label sewn under the skirt near the fold. This cover has no such label. As this is not our product, I will have no further comments regarding this matter.