Complaints

• Initial Complaint

  03/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Advertised free shipping which was a false advertisement.

  Business response

  03/13/2024

  The buyer placed an order March 10th and on the next day we sent an email for missing information that we need. All of our covers are custom made based on the specification that customer provided. When we are about to send the order to production, we were advise by our shipping team that the cost going to the shipping address provided is very expensive. Unfortunately, shipping is a challenge and we are working on the best carrier that we can find.  The buyer doesn't have any alternate address and they want to cancel the order. The order is now canceled and refunded. 

  Customer response

  03/15/2024

  they advertise free shipping. Section ****** clearly defines false advertising.  Vendor misled and conspired to charge an additional $277 even thought my receipt said free shipping.

  Business response

  03/18/2024

  We offer free shipping however, there are certain ZIP codes that our partner logistics doesn't have any direct delivery service. We asked the consumer if they have an alternate shipping address where we can send the spa cover to, and we are not asking him to pay for the $277.51 shipping quote by our partner losgistics. This product will be shipped by an LTL freight, this is not a parcel.  Freight is a challenge these days and we are working on the best carrier that we can find.  We are willing to waive the shipping fee but the consumer did not give us a chance. This order has been canceled and refunded.  You can considered this issue closed.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hot tub cover purchase date 04/13/2023 The original estimation posted on the companies site is 4-6 weeks during their busy season.Cover arrived 08/16/2023 (4 months total)Cover arrived damaged as seen in photos. I sent them photos and they agreed to send a refund. 8/30 - They advised they would send a refund but could not until they fixed an issue with their payment system.10/23 - They advised they could only offer refunds through Paypal, so I sent them my paypal contact.11/10 - I called them and they had no update, but said they will follow up with accounting. They could not do this while I was on hold.11/28 - I contacted and they had no update, but said they will follow up with accounting. 12/8 - I contacted and no update/12/18 - I called and asked for the accounting department, but they didn't have a number. No update.12/27 - I called and they had no update, but will follow up with accounting 1/9 - I emailed and no update, but will follow up with accounting 1/20(?) - I called and no update. I also offer to show them how to use Paypal and issue refunds. They declined.1/31 - I called and no update, but will follow up with accounting 2/1 - I called and no update, but will follow up with accounting 2/2 - I called and no update, but will follow up with accounting

  Business response

  02/05/2024

  We understand that there has been delay in issuing the refund,our previous payment gateway shut down and we cannot process any refund using the new payment method to the previous one. We keep on following up from our ********************* for *************' s refund.
  

  Customer response

  02/05/2024

  Your original estimation was 4-6 weeks when a cover is ordered to when it is delivered. This took 16 weeks for the delivery of a damaged item, and almost 40 weeks since I originally placed the order. I will not continue to keep calling customer service who cannot do anything except "forward this to accounting for update". I do not trust you, and if I'm complacent and continue to wait, I don't believe you will follow through.

  Business response

  02/05/2024

  We can process a replacement cover in 2-3 weeks. Our production was fast unlike last year. 
  
  

  Customer response

  02/07/2024

  I no longer need a cover. Just a refund.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company will not refund due money.Timeline: 7/5/2023 Ordered and Provided all measurements for sq cover 7/31 MySPACover sent CAD asking for my approval, I approved 8/2 MySPACover started asking for additional information like diagonal measurements I provided these 8/4 MySPACover said I must have the wrong measurements. .. Told them they were OK and can be verified w/math8/14 had conversation w/MySPACover and felt they did not know what they were doing, I asked for a refund.8/15 Received email stating I would get refund for $589.99 but it would take 3->5 days to appear as credit.8/27 Told MySPACover I had not received my refund.8/28 They would check w/Accounting and get back to me 8/31 Ask them again for update 9/1 MySPACover said they tried to send refund but had issues because they changed payment systems.9/6 Ask for status update. Want to talk to someone.9/8 Did talk to person and they assured me they would take care of it.9/13 MySPACover ask for 2 weeks to resolve this.9/30 I asked again for status10/3 MySPACover, We are doing our best to get this done.10/11 I asked again for status.10/12 MySPACover says give us until the end of the Month10/23 MySPACover ask for PayPAL info so they can issue refund. I provided PayPAL account info vi QR code 10/24 MySPACover says cant process QR code, I then send in email format.10/25 MySPA Cover says will issue to PP *********/29 I ask for update again since my payment 10/31 MySPACover says they are waiting on all input from others on refund list and it will be batch processed. Allow 5-7 days 11/9 I ask again for update, MySPACover indicates tomorrow or next week will be done.11/18 I ask for an update again.11/20 MySPACover says I am at the top of their list please dont file any dispute11/27 I ask again for status.11/28 MySPACover says sorry, give we the rest of the week.12/4 I ask for status again.

  Business response

  12/06/2023

  We understand that issuing the refund has been delayed. The previous merchant or payment gateway used when **************** placed the order online last July 5, 2023 has already closed and we can no longer process the refund using the new payment gateway going to the previous method. Indeed, he provided his QR code and the PayPal information which was forwarded to the management. We already escalated this issue and please be assured that the refund will be processed. 

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered and paid $691.99 for a custom replacement cover for my hot tub on February 23, 2023 through myspacover.com. I never received the cover. I requested a refund by phone October 16, 2023. I waited **** days. They were unable to refund my debit card due to my bank closing it due to this transaction. They requested my Paypal information on 10/23/23 in which I provided. I continue to contact them through email and by phone and continue to get the same response. "My information has been forwarded to the accounting department" "Please be patient" As of today, December 3, 2023 I have not received my refund and they don't have a care in the world. I would be arrested if I stole from a business therefore a business should be punished for stealing from innocent customers. I have filed complaints through my bank, Attorney General, Federal Trade ***************** and now BBB. I don't want anymore responses with excuses about not processing my refund...its been 10 months. I WANT MY REFUND OF $691.99 NOW!!!

  Business response

  12/04/2023

  We understand the consumer's concern regrading this refund. We really do. Our hands are tight regarding this matter. As we have advised the consumer, we will process the refund top the PayPal that they provided, but right now it will really take time. 

  Customer response

  12/04/2023

  No you dont emphasize or understand my frustration as you continue to tell me for 2 months now to be patient after being patient for 8 months to receive the cover I paid for. This is NOT how you conduct business!! I want my refund NOW!!! 

  Business response

  12/05/2023

  We will process the refund to your PayPal, however, as mentioned previously, the merchant that we used when you placed this order was already closed. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a new spa cover, I paid with a credit card, 12-19-2022. They told me to do the measurements take pictures of the radius i did all what was asked of me. They wanted me to reply with a yes by E-mail . In June I finally ask for a refund. Ist they said they had tried to deposit a refund back into my account. I went to the bank because my old card was hacked and the bank informed me it would have still been deposited into my account. 2nd they said their system was down and they would have it into my account by the first of September . I have been calling and calling they would put me on hold and the line would go dead. I got someone to answer and they said they would put it on my PayPal account i told them i did not have one I told them I had a Venmo account they ask for my information and gave it to them . one e-mail said my refund was on its way. one e-mail said they had to send it back for reprocessing It on only takes a few mintues to do a Venmo transaction and I have not heard back from them since October 24th . Could you please help me with this matter, Thank you

  Business response

  11/08/2023

  We have recently changed the payment gateway that we used. Since the buyer placed the order last 2022, we are not able to process the refund to the old payment gateway using the one. In order to resolve this refund issue, we asked for the buyer's PayPal information which she did and it was forwarded to the accounting. As of now, we are waiting for them to process all the pending refunds. Rest assured, we will return the buyer's money once everything is settled.

  Customer response

  11/10/2023

  I told the business I did not have a PayPal account and to use my Venmo account, so how will they refund my monies?

  Business response

  11/13/2023

  The merchant's gateway that we used when this buyer placed the order last year ************************************************************************** the original purchase.  The Venmo details that this buyer provided was already provided to the accounting. We already made a follow up with the team for any updates that they can provide. We can assure the buyer that we will process the refund. It will take time, but, we will refund it.

  Customer response

  11/13/2023

  All the company is saying is that it will take time.   What does that mean?  Why did they tell me I would have my money back by a certain date and it was never refunded.  I do need a little more information.  I have been trying to contact  them ever since June once I noticed the money had not been placed back into my account  how long does it take.

   

  Thank you for your help

  **********************************

  Business response

  11/28/2023

  Our previous merchant is already closed and we are now using a new payment gateway. However we cannot process a refund using the new account and we asked the consumer to provide their Venmo since it's the only way that we can process right now. Which was forwarded to the accounting team and is already in queue. 
  
  Please be assured that this refund will be processed. 
  
  Your patience and understanding is highly appreciated.

  Customer response

  11/28/2023

  I am not happy with the respond from My Spa Cover

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On May 5 ***** I placed an order with MySpaCover.com for a spa cover. When it finally arrived on August 17 the box was badly damaged and the spa cover was torn in multiple places and was useless to me. I sent them photographs of the damaged cover and they agreed verbally to refund my purchace price to my credit card that afternoon and I would see the credit on my statement within 3-4 days. They also sent me an emailed confirmation of the pending refund. I called them back on September 7 beacause I still hadn't received the refund and was told that they were having software problems and refund would be coming soon. Once again they confirmed this with an email.I called back on September 25 because I still hadn't received the refund and was told that they would process the refund by October 6. I called back on October 15 and was told that a manager would call me back the same day and they would either write me a check or make a refund via Paypal because their software system was still down. They also sent me an email to confirm this. Needless to say, I didn't receive the refund and the manager never called me back. I can provide you with photos of the damaged cover and copies of their emails to me confirming that they will refund me my purchase price.Please help me get my refund.

  Business response

  10/18/2023

  We are working with the buyer to resolve this issue.

  Customer response

  10/19/2023

  Ive been patiently waiting, and waiting, and waiting.  How much longer do you expect me to wait?  You are NOT working with me to resolve this issue, youre ignoring me.  Please be specific.  Exactly when will you finally provide me with the refund that you promised you would give me months ago?

  Business response

  10/19/2023

  As mentioned on the previous phone calls that you had with our company, we are having issues with issuing a refund as we are no longer using the same payment gateway that was used before. On July 27th, the management changed the payment gateway so, the refunds prior to the said date is still pending. The management is still working out to find a way to resolve this. As soon as they are able to do so, the refund will be processed.  

  Customer response

  10/26/2023

  Communication with this company is painful because they lie every time I talk to them.  They say  that they are "working to find a way to resolve this" but they are lying. They say that they're refund system is broken and they say they will now refund my entire purchase cost through Paypal instead of a refund to my credit card.  I told them that was acceptable and provided my Paypal address.   In the past week they've emailed me twice and called once, each time asking for my Paypal address.  I've provided my address every time I've been asked.  How long does it take to make a refund through Paypal?  I've made dozens of refunds through Paypal for my former business, and the answer is:  it takes less than a minute to complete a Paypal transaction.  The only reasonable explanation that I have for their behavior is that they don't want to refund my money and are stalling as long as they can to avoid paying me. 

  Can the BBB intercede on my behalf to get me the refund I've been promised multiple times?  If not, my next step will be to bring them to court to get what I've been promised.  

   

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  You informed me of a response to my complaint #******** on 9-14-2023. I received notice today, 9-19-2023, at 10:41 a.m. that you closed the complaint. This complaint cannot be closed for nonresponse until the end of 5 days after you informed me of response; therefore you prematurely closed the complaint and must immediately reopen. This business just sent me a bill for $1370.00 to deliver the spa cover. They were to deliver "free of charge," and this improper action needs to be added to my complaint. Please correct this error immediately and contact the business to get this amount paid by them. Thank you, *************************

  Business response

  09/20/2023

  We will handle this issue. The carrier should not bill the consignee directly. 

  Customer response

  09/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and PROVIDED THAT THE COMPANY DOES WHAT IT HAS PROMISED, I 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. If it does not perform as promised, I will contact you again.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  09/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a spa cover on May 5th with 4-6 weeks delivery. After about 4 months they emailed me an had me take additional measurements. A couple of months went by and I called and was told they were backed up on the production process. August 30 I got an email saying it had shipped - to contact Trend transportation for info. Called them, same person answered saying there were lots of covers on their dock and they were going therough them. Expected delivery Sept 15. Still no show. I then just requested a refund but got no reply

  Business response

  09/20/2023

  This shipment just arrived yesterday at the destination dock. The expected delivery will be on Friday, 22nd of September.  We will have one of our staff reach out to the buyer.

  Customer response

  09/20/2023

  
  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

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a new spa cover from myspacover.com in May. The estimated delivery date was 4-6 weeks. I called in July expecting a delivery date. I was told that we should receive our new cover near the end of July. By August I still had not received my cover. I called again and was told I would receive the cover in late August. I was surprised and frustrated that the cover was taking 3 months when it was supposed to come in 4-6 weeks. I was going to cancel the order and the company said they would give me a $50 refund if I did not cancel. I agreed. They said they processed the refund but I never received the credit. I kept calling and they finally told me that they were having an issue with their credit card processor and could not process refunds. This sounds highly suspicious to me because it has been almost 2 months since they told me they would refund my card. I asked for a refund via check, but have not received it. I just want the $50 refund that they promised me.

  Business response

  09/13/2023

  We are communicating with the buyer as well as working with the management to resolve this refund process issue.

  Customer response

  09/13/2023

  They have been telling me that they have been having a problem processing refunds for 2 months.  I do not believe them.  They can send a refund check, but do not choose to do it.  

  Business response

  09/15/2023

  Yes, we are having issues in issuing a refund for orders placed using the old payment gateway. We will contact the customer once the process is updated.

  Customer response

  09/25/2023

  If there credit card system is not working properly they could send me a check but they are not doing it.  Until I receive the refund, I can't believe they are really honest in their attempts to resolve this.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/27/23 we ordered a hot tub cover from this company. Provided all the pertinent information as far as measurements, specs, pictures. Was told it would be 4-6 weeks. Our bank acct was charged immediately which we were fine with being it's being custom made. on 7/28/23 we get an email saying we hadn't provided all the information they needed. Spoke to ******** on 8/3 to cancel the order at this point, she sent us an email saying it would be cancelled and we would be refunded. Talked to Khloe on 8/18 because we were not refunded. On 8/23/23 was told that we should dispute it with the bank because they had changed owners/banks and couldn't do refunds. We called out bank and did a dispute which our bank said could take up to 90 days. On 8/30 I called and spoke to ******, who said she was a manager, said, after an hour of going back and forth that theres nothing they can do as far as a refund that I would have to put in a dispute again because they hadn't received the first one. I said how unethical this is and that I was going to report them to BBB and she could care less.

  Business response

  08/31/2023

  The buyer placed the order online June 25, 2023 and on the 27th we sent an email for the missing information that we need before we can process the order to production. We keep on sending follow-up emails, but no response  until on the 3rd of August when we resent another email. When the buyer called on the said date, they mentioned  that we keep on sending emails for the  order. All of our products are custom-made based on the specifications that our customer provided.  We want to make sure that all of the products that we sent are perfect fit. They advised to one our representative that he's not interested  with the measurements given nor to confirm the informationa and they want to have the refund instead.   Due to the changes that was made on the payment gateway that we cannot processed any refunds to an order from the old payments to the new payment gateways.  We explained that to ***************************** wife ******* and they are insisting to have the money bank which we will as soon as the refund processing is fixed. As of now, our management is still working on getting this issue fixed to process all pending refunds that we have.  We also asked the wife they already have the spa cover because if none, we can alwys proceed to production with the measurements that they have and we can ship it in 5 weeks. However, she said that  they needed the product last summer and they will wait until next year. We indeed told them to file a dispute for this purchase and we will accept it as soon as we received it in the system so they will be refunded. They said that they call the bank 2 weeks ago to dispute the charge buit was advised  by their bank that the they will be refunded after 90 days and after their investigation and  most difinately the reason they hold off the dispute. The moment we receievd the chargeback dispute fr this order, we will accept it as promised. 

  Customer response

  09/01/2023

  the seller states that they needed more information regarding measurements. That is 100% untrue. ALL of the measurements were sent when the order was placed.  Stop lying and refund my money. Dont tell me that my bank hasnt contacted you, you keep people on hold for over an hour and then dont have answers when we finally get through. Send me my money back or we will see you in court! 

  Business response

  09/01/2023

  We will get in touch with the buyer.

*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. ↩