ComplaintsforMyspacover.com
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Complaint Details
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Initial Complaint
11/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a custom made spa cover from My Spa Cover. The cover was fabricated poorly. After a 2 months, the cover began to sag and hold water from light rain fall.I communicated with MSC through email, as they would never answer the phone.When they failed to respond from their warranty department, I filed a dispute with the credit card I used to purchase the cover. *** then sent me a email claiming they were intending to replace the cover.After they sent me one additional email with a single question, they stopped communicating with me and then sent the ********** a false statement regarding my purchase.I have attached all the emails between myself and MSC to prove my case.Business response
11/07/2024
We would like to extend our thanks to the consumer for sharing his experience, and we sincerely apologize for the frustration he encountered. We truly understand how disappointing it can be when a product doesn't meet expectations, and we take his concerns seriously. After reviewing this case, I can confirm that we have offered to replace the full spa cover based on the issues he reported. However, we have not yet received confirmation from the consumer on whether we can proceed with processing the replacement. We want to ensure were aligned and that we resolve this in a way that works for him. I also want to apologize for the communication delays that the consumer experienced. We strive to provide timely responses, and I regret that we fell short in this instance. I will personally ensure that we improve our communication moving forward. If he is ready to proceed with the full cover replacement, please let us know, and well take immediate action to move things forward. If he has any additional questions or would like to discuss this further, please dont hesitate to reach out. I am happy to work with him directly to resolve the issue as quickly as possible.
Customer response
11/08/2024
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
11/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Company plainly states on their website that they have free shipping and that they are not like other companies that will after the fact charge you for shipping but thats exactly what they did. They charge my credit card and then I have multiple emails indicating that they were unable to ship it free in my state of ********. They wanted to charge me approximately $350 for shipping a $600 item.Business response
11/07/2024
We truly understand the consumer's frustration regarding the shipping costs, and I apologize for any confusion or inconvenience this situation may have caused.
Id like to clarify the situation and provide some context. Our website does advertise free shipping, but unfortunately, shipping costs can vary depending on the delivery location. In her case, when we encountered unusually high shipping rates to your area in ********, we reached out to discuss options and explore alternatives to help reduce the cost. We requested an alternate address to see if we could find a more cost-effective shipping option, but she mentioned that you did not have one available.
As we explained during her conversation with the manager, the shipping rates to her area were higher than anticipated, and while we dont control these third-party shipping costs, we wanted to offer a possible solution. We suggested that sh could shop around for other shipping options or find a company that could provide a more affordable delivery solution. Additionally, we requested a contribution of $100 (not $350) to help with the higher-than-expected shipping costs, but we understand that you were not comfortable with this arrangement.
Ultimately, as you requested, we proceeded with processing your refund, and the amount was returned to your credit card.
We always strive to be transparent and fair with our customers, and I hope this explanation clears up any misunderstanding. If you have any further questions or concerns, please dont hesitate to reach out. We appreciate your understanding, and we apologize once again for any inconvenience caused.Customer response
11/07/2024
their response is completely inadequate their website specifically states and I sent you the actual website that they post that it is free and that they do not charge like other companies do after the fact, they promise it is the classic bait and switch and the Better Business Bureau should know about that to advise other unsuspecting customers that they are bait and switch company, and I looked on your website. There are multiple other people with the same complaint.Business response
11/08/2024
We want to assure you that we did not intend to mislead you in any way. As we mentioned before you shipping costs to your address are extremely high due to the size and weight of the spa cover. We have other customers in *********** who are fully aware of the shipping situation and are willing to negotiate in order to have the cover delivered to them We work with third-party logistics providers, and unfortunately, freight carrier costs can vary depending on the destination. The dimensions of the box itself are 95" x 48" x 10" and it weighs 45lbs, which is why it must ship via freight rather than as a parcel.Initial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid $514 for a new spa cover, and was told it would take 3-4 weeks. It is now almost 6 weeks and I cannot get anyone at My Spa Cover to tell me when it will ship. They don't respond to emails or phone calls.Business response
10/19/2024
We apologize for the inconvenience that this may cause you. The buyer placed an order online last September 05, 2024 and was proceeded to production. Unfortunately, we have been experiencing a delay due to the large volume of orders and with this order. The tracking number 28906361 was last 10/17 and it is traceable on the website *************************************************************.Initial Complaint
10/14/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I ordered a spa cover on 9/1 from myspacover, besides the original order received email with my order number stating it would be 3-4 to make the cover I have had no further contact with the company. I have called multiple times, there is never an answer and theres a voicemail stating that you can not leave a message. I have emailed multiple times with no response.Business response
10/21/2024
We are communicating with the customer to resolve this issue.Customer response
10/22/2024
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
10/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
After ordering I received an e-mail saying that they could not ship to my address, and to supply them with an alternative delivery point. I did so, and have not heard from them since. Many, MANY calls have gone unanswered and their voice meassage box is full. I fear that I have been scammed by this outfit, and would like them to either provide information immediately regarding my order OR cancel and refund my money.Initial Complaint
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I ordered a standard cover 8/28/2024. Myspa ************************** promptly charged my AMEX $599.00. Confirmed it would be ready to ship in 1-2 weeks. Its been four weeks now and they do not answer the phone (left 5 messages with 5 different departments over the last week. Ive emailed and asked for status of the order and they dont respond. I am ready to contact **** to alert them that this business is fraudulently taking payment with no intention of providing goods.Business response
09/21/2024
We are communicating with the buyer in regards to this issue.Customer response
09/23/2024
I have specifically requested the business cancel the order and issue a refund and I have not received any response other than:
we apologize for the delay we are short staffed l
Initial Complaint
09/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a hot tub over and my credit card was billed $633.98. I was then contacted and told there was a cover in stock that was a better quality in I Oxford grey and they would give it to me for the same price, without the normal 1 month delay for production. The cover I ordered was brown. I contacted them by phone that I would accept their offer, but that I could not accept delivery until after Sept 6,, because I was going out of the country. They responded that would be no problem. after returning from my trip I made daily attempts to reach them by phone , there was no answer. On 9/11 I sent a follow up email requesting shipment, no response to that either. I call every day no one ever answers. They have never responded in any way. have paid $633.98 but have no cover. I want this cover shipped or my money refunded.Initial Complaint
09/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On July 12th, 2024, I placed an order and paid for a spa cover using the default measurements provided on your website for my specific tub model. Subsequently, there were several exchanges regarding the exact dimensions, during which I provided confirmation via email, including photographs, later that same month. In mid-August, I was informed of estimated lead times; however, I have not received any confirmation indicating that the cover is actually in ************* concern is not primarily the extended lead time but rather the lack of communication. For the past two weeks, my attempts to contact your company by phone and email have gone unanswered. With the approaching winter, it is imperative that I receive the cover in a timely manner.Initial Complaint
09/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
We ordered a new spa cover on September 2, 2024. On September 10, 2024, we received an email stating they needed confirmation on the shape of our cover.We have called and left several voicemail messages for 3 days now with no reply to answer this question. We have also emailed the customer support email address noted in their first email, several times with no reply!When we call the company number, we NEVER have yet received an actual person! Just same recorded message. Weve tried calling at several different times throughout the day and receive the same results.We would like to cancel our order if this is the service we will be getting!Initial Complaint
08/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Myspacover.com is advertising a cover for $359 on ******* but I couldnt find one at that price the cheapest I saw on their site was $419. I called for clarification, and while they promised someone would get back to me, I never received a follow-up. This is very misleading. I spent over over an hour on their site, trying to purchase the cover at the advertised price of $359, only to find that the lowest price available was $419.Business response
08/23/2024
We apologize but the $359 cover was about a year or two ago.The updated price for our cheapest cover is $419. Please be advise that the price of the materials of the cover changes over the years and we also changing the price depends on the supplies.
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Customer Complaints Summary
68 total complaints in the last 3 years.
31 complaints closed in the last 12 months.