[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: shipping was included in the price, as it should be included in the refund of a defective product.
Regards,
*** ***
Jessica, With regards to complaint ***, the hot tub cover that Mr*** ordered is exactly what he received. The specifications for the cover are 91.5” x 91.5” with 12” radius corners and a 6” skirt flap. These dimensions were sent to Mr*** in an email after he placed the
order, prior to production with instructions to contact us within hrs if the dimensions provided were incorrect. Mr*** did not respond. The cover was shipped to Mr*** and he contacted us stating that the cover was too large. We requested pictures of the cover and the dimensions of the cover so that we could determine the problem. Attached is an video that Mr*** emailed us. In the video, you can see that the cover is 91.5” from seam to seam, regardless of Mr*** holding the tap outside the seam on the outside of the flap. You can also see that the cover fits the spa well within industry standards and looks good on the spa. Mr*** was given the option to return the cover since he did not l*** it, even though it was outside of our return policy because the cover clearly fits the hot tub He said that he would not return the cover since he did not want to pay the shipping cost back. I do not believe that we did anything wrong with regards to Mr***’s complaint. Let me know if you require any additional information. Sincerely,Eric ***
Mr*** contacted us wanting reimbursed for his time ($300) that he took off of work to meet the delivery company. Mike G*** explained to him that the delivery company, nor do we, guarantee a delivery time and that there was nothing we could do about the $that he asking for. Mr
*** then began to verbally abuse Mike G*** with profanity and threats. Mr*** repeated called back that day asking if Mike had been fired yet. I eventually talked to him and explained our policy relative to the $that he wanted and that he would not be receiving compensation for his missed work. He became angry and verbally abusive with me as well. He then said that the cover was defective and that there was "steam rolling of of the side of the cover" because it did not seal properly. I requested that he email me a picture of the issue. The picture he attached to his complaint is the same one he sent me. As you can clearly see, there is no steam coming out of the cover and it appears to be sealing properly. Mr*** blew up once again when I told him that there was no evidence of a problem. He went on and on about the $he felt he was owed, but did not argue about the cover issue. I assume because there was no real problem to begin with. The next day Mr*** called us no less than thirty times from multiple phone numbers. Sometimes he would harass whoever answered the phone, and sometimes he would just hang up. He left several profanity laced messages, and sent a series of emails as wellAs a result, we contacted AT&T and had his numbers blocked, since he was disrupting business operations and acting unstable with his vulgar comments and threats. I do not believe that Mr***'s spa cover has any problems, as the picture clearly showsHe is just being vindictive over the $he feels that he is owed
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: They are lying to you, they told me the ozonator destroyed the cover and you can not have a ozonator with their cover and that is not covered in the warranty...The cover is not abused or ripped...They are misleading the public and selling their product under marketing....I also want to file a complaint with the attorney generals office
Regards,
*** ***
I disagree with the customers response The purpose of a spa cover is two fold First and foremost a spa cover is designed for safety It is intended to prevent accidental drowning This is why our covers come with lockable straps and are compliant with the ASTM safety guidelines Secondly, a spa cover is designed to insulate the spa water so that it does not lose excessive heat That being said, the cover that the customer received meets both of the purposes The same cover is sold by Badealers around the midwest The minor pooling in the unsupported area is normal, as previously stated, and has no adverse affect on the performance of the cover Finally, Mr*** does not own this company and had no imput on the design of the cover We've made this cover the same way for years At this point I suggest that we agree to disagree with regards to the cover The cover does the job that it was designed to do
First off, the spa cover was purchased on 4/12/14, which is months ago, not months as he claimsAttached is a copy of the original order as it was placed on our website, *** Also attached is a picture that the customer sent us showing the current condition of the
cover I responded to the picture with the following message in an email:"From the pictures it is clear that your cover is badly chemical burnt. You can see that the vinyl on the inside of the hinge area is badly faded and the screen material on the underside of the cover is bleached white in the area that is directly over the water. This is caused by exposure to excessive chlorine, bromine, and/or ozone. It is important to completely remove the cover when adding chemicals to the water so as not to expose the cover to the harsh chemical gasses. This type of damage is not covered by our warranty."This type of chemical damage is not covered by our warranty A copy of the warranty as it is posted on our website can be viewed at *** As you can see this type of damage is excluded under terms 1C of the warranty When I spoke to the customer on the phone after I sent the email, he became verbally abusive so I ended the call
As previously stated, we will agree to refund the purchase price once we receive the merchandise back. The cost of the return shipping is Mr. [redacted]'s responsibility.
Tell us why here..When the customer first called in about the locks (which we replaced as defective under our warranty, they said that the zipper was damaged upon delivery, but that it was minor. I explained our policy which states that damaged covers should be refused upon delivery. The...
text on our website, and the delivery notification email both state to "inspect your spa cover for damage prior to signing for it. If the spa cover is damaged, refused the delivery and send it back on the truck with the driver." They did not do so. Since they took delivery free and clear, they would need to file a concealed damage claim with the shipping company. That is the only recourse available to collect for the damage in transit caused by the shipping company. The zipper was not defective, however, it was damaged in transit, per the customers own words. Therefore it is not subject to our warranty.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: The cover is now very degraded due to the moisture and condensation inside the plastic part. I would like the company to refund my money or replace the product. The company should have responded when the problem was minor, much earlier. I would have gladly worked with them at that time.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The business sent me a additional response saying they would do a full refund as soon as I shipped it back and it arrived. I have no problem with this as long as the company is covering the shipping costs or I am being reimbursed 100% for both the cost of the defective cover and the shipping. It is a 80lb hot tub cover that required them to send it freight shipping. Company also stated that you cannot see steam coming out from defective area of cover, that is because this is a still image and not a moving video, which I would be more than happy to provide if needed. Please help.Regards,
[redacted]
I disagree with just about everything that Mr. [redacted] wrote in his response. However, in the spirit of compromise, I will allow Mr. [redacted] to return the spa cover to us and I will issue him a full refund. Please have him ship the cover to SpaMate Spa Covers, 3537 Beacon Ave, KC, MO 64129, Attn. Eric. Once he has shipped the cover, please have him email me at [email protected] to let me know that the cover is in route back to us. I will issue the refund only after I receive the spa cover back. This is my best offer with regards to resolving this matter.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I disagree with the response "The minor pooling in the unsupported area is normal". It is not "normal". It is a poorly designed spa cover. No spa cover should "pool water". Why would you design a spa cover to "pool water"? It leads to discoloring and degrades stitching. And it ads to unnecessary work for the spa owner. Admit it. You are wrong [redacted], (or who ever you are). Your company is the worst. Just go online and read all the problems others have had. I demand a refund! A spa cover is for safety, to insulate, to provide water run off, (in case you don't know [redacted]), (or whoever you are), that is why you make the center higher than the outside edges.
[redacted]
I at no time requested reimbursement of $300. This company is full of liars. I have every transmission about this event in email form. I in fact wanted to buy additional products from them and had asked about a deal for what I had gone through with their shipping company. This matter has to do with them claiming to be authorized OEM builders of spa covers, which they are not and the quality of the cover I purchased, one middle pocket is incorrectly hemmed to a smaller size and will not seal my hot tub, rendering it completely useless. This is when I contacted again about this issue, but was met with nothing but Mike G[redacted] hanging up on me repeatedly and talking over me, not allowing me to explain how this cover was letting hot air escape at a accelerated rate due to those cushions being made two diffent sizes, one side is correct. Replacement or refund.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
As I previously stated, the customer said that the zipper was damaged when they received the cover. If they want to remove the foam panels and send the vinyl jacket only back to us, we will repair the zipper and ship back. The jacket must be dried out before it is shipped. Thanks, [redacted]
We made this cover for this Baja spa model just as we have for many years. The cover design we use originated with a Baja spa dealer in Wisconsin, and has been used for many years with few problems. The raised area by the control panel of the spa has always been an issue on contention...
with this model of Baja spa. One design utilizes a flap, which is unattractive and problematic. The other design, which we use, has a cutout in the foam under the vinyl top of the cover. This design works great as long as the this area is not aloud to pool water. As we told our customer, this area needs to be kept free of standing water. (i.e. wiped dry, or drained off). The customer does not like this design, however it is the only design we offer for this model of Baja spa. Having made hundred of covers this way, I do not agree with the customer that this is a defective design. It is used by several Baja spa dealers around the midwest, and insulates the tub just as it is designed to do. The cover will pool some water above the cutout area, but this does not negatively affect the function of the cover. A spa cover will also hold water in the hinge fold, because it too can recess in the middle, however this is not a design flaw.
A refund of $was issued today. Thanks, *** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: shipping was included in the price, as it should be included in the refund of a defective product.
Regards,
*** ***
Jessica, With regards to complaint ***, the hot tub cover that Mr*** ordered is exactly what he received. The specifications for the cover are 91.5” x 91.5” with 12” radius corners and a 6” skirt flap. These dimensions were sent to Mr*** in an email after he placed the
order, prior to production with instructions to contact us within hrs if the dimensions provided were incorrect. Mr*** did not respond. The cover was shipped to Mr*** and he contacted us stating that the cover was too large. We requested pictures of the cover and the dimensions of the cover so that we could determine the problem. Attached is an video that Mr*** emailed us. In the video, you can see that the cover is 91.5” from seam to seam, regardless of Mr*** holding the tap outside the seam on the outside of the flap. You can also see that the cover fits the spa well within industry standards and looks good on the spa. Mr*** was given the option to return the cover since he did not l*** it, even though it was outside of our return policy because the cover clearly fits the hot tub He said that he would not return the cover since he did not want to pay the shipping cost back. I do not believe that we did anything wrong with regards to Mr***’s complaint. Let me know if you require any additional information. Sincerely,Eric ***
Mr*** contacted us wanting reimbursed for his time ($300) that he took off of work to meet the delivery company. Mike G*** explained to him that the delivery company, nor do we, guarantee a delivery time and that there was nothing we could do about the $that he asking for. Mr
*** then began to verbally abuse Mike G*** with profanity and threats. Mr*** repeated called back that day asking if Mike had been fired yet. I eventually talked to him and explained our policy relative to the $that he wanted and that he would not be receiving compensation for his missed work. He became angry and verbally abusive with me as well. He then said that the cover was defective and that there was "steam rolling of of the side of the cover" because it did not seal properly. I requested that he email me a picture of the issue. The picture he attached to his complaint is the same one he sent me. As you can clearly see, there is no steam coming out of the cover and it appears to be sealing properly. Mr*** blew up once again when I told him that there was no evidence of a problem. He went on and on about the $he felt he was owed, but did not argue about the cover issue. I assume because there was no real problem to begin with. The next day Mr*** called us no less than thirty times from multiple phone numbers. Sometimes he would harass whoever answered the phone, and sometimes he would just hang up. He left several profanity laced messages, and sent a series of emails as wellAs a result, we contacted AT&T and had his numbers blocked, since he was disrupting business operations and acting unstable with his vulgar comments and threats. I do not believe that Mr***'s spa cover has any problems, as the picture clearly showsHe is just being vindictive over the $he feels that he is owed
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: They are lying to you, they told me the ozonator destroyed the cover and you can not have a ozonator with their cover and that is not covered in the warranty...The cover is not abused or ripped...They are misleading the public and selling their product under marketing....I also want to file a complaint with the attorney generals office
Regards,
*** ***
I disagree with the customers response The purpose of a spa cover is two fold First and foremost a spa cover is designed for safety It is intended to prevent accidental drowning This is why our covers come with lockable straps and are compliant with the ASTM safety guidelines Secondly, a spa cover is designed to insulate the spa water so that it does not lose excessive heat That being said, the cover that the customer received meets both of the purposes The same cover is sold by Badealers around the midwest The minor pooling in the unsupported area is normal, as previously stated, and has no adverse affect on the performance of the cover Finally, Mr*** does not own this company and had no imput on the design of the cover We've made this cover the same way for years At this point I suggest that we agree to disagree with regards to the cover The cover does the job that it was designed to do
First off, the spa cover was purchased on 4/12/14, which is months ago, not months as he claimsAttached is a copy of the original order as it was placed on our website, *** Also attached is a picture that the customer sent us showing the current condition of the
cover I responded to the picture with the following message in an email:"From the pictures it is clear that your cover is badly chemical burnt. You can see that the vinyl on the inside of the hinge area is badly faded and the screen material on the underside of the cover is bleached white in the area that is directly over the water. This is caused by exposure to excessive chlorine, bromine, and/or ozone. It is important to completely remove the cover when adding chemicals to the water so as not to expose the cover to the harsh chemical gasses. This type of damage is not covered by our warranty."This type of chemical damage is not covered by our warranty A copy of the warranty as it is posted on our website can be viewed at *** As you can see this type of damage is excluded under terms 1C of the warranty When I spoke to the customer on the phone after I sent the email, he became verbally abusive so I ended the call
As previously stated, we will agree to refund the purchase price once we receive the merchandise back. The cost of the return shipping is Mr. [redacted]'s responsibility.
Tell us why here..When the customer first called in about the locks (which we replaced as defective under our warranty, they said that the zipper was damaged upon delivery, but that it was minor. I explained our policy which states that damaged covers should be refused upon delivery. The...
text on our website, and the delivery notification email both state to "inspect your spa cover for damage prior to signing for it. If the spa cover is damaged, refused the delivery and send it back on the truck with the driver." They did not do so. Since they took delivery free and clear, they would need to file a concealed damage claim with the shipping company. That is the only recourse available to collect for the damage in transit caused by the shipping company. The zipper was not defective, however, it was damaged in transit, per the customers own words. Therefore it is not subject to our warranty.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: The cover is now very degraded due to the moisture and condensation inside the plastic part. I would like the company to refund my money or replace the product. The company should have responded when the problem was minor, much earlier. I would have gladly worked with them at that time.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The business sent me a additional response saying they would do a full refund as soon as I shipped it back and it arrived. I have no problem with this as long as the company is covering the shipping costs or I am being reimbursed 100% for both the cost of the defective cover and the shipping. It is a 80lb hot tub cover that required them to send it freight shipping. Company also stated that you cannot see steam coming out from defective area of cover, that is because this is a still image and not a moving video, which I would be more than happy to provide if needed. Please help.Regards,
[redacted]
I disagree with just about everything that Mr. [redacted] wrote in his response. However, in the spirit of compromise, I will allow Mr. [redacted] to return the spa cover to us and I will issue him a full refund. Please have him ship the cover to SpaMate Spa Covers, 3537 Beacon Ave, KC, MO 64129, Attn. Eric. Once he has shipped the cover, please have him email me at [email protected] to let me know that the cover is in route back to us. I will issue the refund only after I receive the spa cover back. This is my best offer with regards to resolving this matter.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I disagree with the response "The minor pooling in the unsupported area is normal". It is not "normal". It is a poorly designed spa cover. No spa cover should "pool water". Why would you design a spa cover to "pool water"? It leads to discoloring and degrades stitching. And it ads to unnecessary work for the spa owner. Admit it. You are wrong [redacted], (or who ever you are). Your company is the worst. Just go online and read all the problems others have had. I demand a refund! A spa cover is for safety, to insulate, to provide water run off, (in case you don't know [redacted]), (or whoever you are), that is why you make the center higher than the outside edges.
[redacted]
I at no time requested reimbursement of $300. This company is full of liars. I have every transmission about this event in email form. I in fact wanted to buy additional products from them and had asked about a deal for what I had gone through with their shipping company. This matter has to do with them claiming to be authorized OEM builders of spa covers, which they are not and the quality of the cover I purchased, one middle pocket is incorrectly hemmed to a smaller size and will not seal my hot tub, rendering it completely useless. This is when I contacted again about this issue, but was met with nothing but Mike G[redacted] hanging up on me repeatedly and talking over me, not allowing me to explain how this cover was letting hot air escape at a accelerated rate due to those cushions being made two diffent sizes, one side is correct. Replacement or refund.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
As I previously stated, the customer said that the zipper was damaged when they received the cover. If they want to remove the foam panels and send the vinyl jacket only back to us, we will repair the zipper and ship back. The jacket must be dried out before it is shipped. Thanks, [redacted]
We made this cover for this Baja spa model just as we have for many years. The cover design we use originated with a Baja spa dealer in Wisconsin, and has been used for many years with few problems. The raised area by the control panel of the spa has always been an issue on contention...
with this model of Baja spa. One design utilizes a flap, which is unattractive and problematic. The other design, which we use, has a cutout in the foam under the vinyl top of the cover. This design works great as long as the this area is not aloud to pool water. As we told our customer, this area needs to be kept free of standing water. (i.e. wiped dry, or drained off). The customer does not like this design, however it is the only design we offer for this model of Baja spa. Having made hundred of covers this way, I do not agree with the customer that this is a defective design. It is used by several Baja spa dealers around the midwest, and insulates the tub just as it is designed to do. The cover will pool some water above the cutout area, but this does not negatively affect the function of the cover. A spa cover will also hold water in the hinge fold, because it too can recess in the middle, however this is not a design flaw.