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Business Profile

Hot Tub Supplies

Modern Spa Covers

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tub Supplies.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Reference Receipt # ****-6382, DuraCore Plus Cover. This company has been renamed Spa Cover Products with production located in ***************I submitted a warranty claim within the manufacturer's warranty period through email on 01-24-24. I contacted this company many times through multiple emails, phone calls and texts prior to that date regarding the spa cover. I originally purchased the spa cover in March 2022 for $1420. It was delivered with significant damage 6 Sep 22, returned, repaired and re-delivered Oct 22. I contacted the company several times between 29 Mar 23 - 7 Sep 23 as one of the handles was not properly reattached and then a corner of the cover had started to split. Since then, the underside of the cover started to leak a grainy black debris which is entering the water of my hot tub. I then submitted the warranty claim on 24 Jan 24 through email. I am concerned that the debris may eventually damage my hot tub. The company is not returning my calls, texts, or emails. Due to the leaking debris, I am requesting replacement of the spa cover.

  • Initial Complaint

    Date:04/17/2023

    Type:Product Issues
    Status:
    Unanswered
    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 ordered and paid for a SPA cover from Modern SPA covers now called "Spa Cover Products" on 10/8/2020 which was delivered in April 2021. On Feb18 2023, I noticed the cover was crackling when opened, water was sloshing and it was very very heavy. After unzipping end of both half covers I notices the Twinwall was cracked on both. I reported this issue to Spa Cover products via email. After several phone messages (they don't ever answer their phone) and a few emails, I finally received an email response on 3/10/2023 and then an call on 3/15/2023 ( I missed he email) asking me to sent photos of issue. I have called and emailed several times over the last month. So far my only response since sending pictures on 3/15/2022 is that they ware still looking into it. They have not asked for any additional photos or asked any additional questions. Its currently 4/17/2023 and the cover is sagging and filled with water. Since the company refuses to do anything/offer anything I have been left with no choice but to order another cover from another supplier or else close my hot tub. I understand that the warranty is pro-rated for 5 yrs. The product was delivered around/just after 4/1/2021. I reported the issue on 2/18/2023. Thats 668 days out of **** warranty days. I paid $1874 which equals $1.0262 per day for 5 yrs. With **** days remaining in the warranty period i am due $1188.11 in value. Since they have refused to communicate which has effectively forced me to engage another party to get a usable, I would like a refund for $1188.11 in a certified check payable to me.

  • Initial Complaint

    Date:03/18/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Took 6 months after we paid up front to receive our cover. It rained the day after installation which resulted in pool forming on top of the new cover. Exactly like it's NOT supposed to do. I have repeatedly contacted them and was told each time that I would hear from them soon and the issue would be addressed. It's been 6 months now since I first contacted them but still have not received any solution. This company should be investigated for swindling their customers.

  • Initial Complaint

    Date:02/26/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    My husband purchased a hot tub cover from Modern Spa Covers on 9/7/2021 for a cost of $1,095 which was charged to our ********** card. A copy of the invoice and **** statement showing the charge are provided. We did not receive the cover for 9 months and when we did the skin of the cover was ripped. We contacted the company and they said they would have someone come out and pick it up and repair it. We did not hear anything for months until, one evening, a male randomly showed up to our home in a van and said that he would take the skin and repair it and return it to us. We have never heard or seen anything since then. We have reached out to the company numerous times by both phone and email. If we are able to connect with someone or they respond to email they say they will look into the situation and let us know by week's end. That never happens. Email correspondence is provided. We had to purchase a new cover and we want a refund of the original purchase amount of $1,095 credited back to our credit card as soon as possible.

  • Initial Complaint

    Date:01/28/2023

    Type:Product Issues
    Status:
    Unanswered
    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 attempted to conduct business with Modern Spa Covers, and ordered a cover from them in December, 2021. I really wanted to get this cover, as it was supposed to be manufactured in-state and looked to be a superior product. However, they never delivered on their product, despite taking my $1500 in advance. One excuse after another, for months, and absolutely terrible communication. They refused to refund my money. I contacted ***** Fargo about getting my money back. After more than two months, ***** Fargo was successful in refunding my original payment. My advice: DO NOT DO BUSINESS WITH MODERN SPA COVERS! If you did, the only way you will get satisfaction with your "order" is to let your credit card company deal with them to get your money back. Buyer beware is not enough warning: BUYER AVOID MODERN SPA COVERS.

  • Initial Complaint

    Date:01/18/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    On November 2021, in the amount of $1750.00, I ordered a spa cover from Modern Spa Covers in ********. I was promised the cover in the summer of 2022. I had a phone conversation with them in the fall of 2022, and they still promised me the cover. In December of 2022, they sent a form asking me to choose if I still wanted it made and I did, but it's now almost late January 2023 and I desperately needed a new cover so I bought a different one and asked for a cancel and refund. They are telling me that they are keeping my money. I never received anything from them. I would like help getting a refund, please, before I have to file in small claims court.

  • Initial Complaint

    Date:01/02/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    On February 7, ************************************ hot tub. I was charged immediately the price of $1200 and was advised that it would be shipped in July 2022. In July I followed up and was told the production was moved to **********, ** and I received an email stating that it would be shipped no later than the week of September 19, 2022. When I did not hear any further update and it did not ship I requested cancellation and an obvious refund of my $1200. When I called in mid-October to check the status I was told my order was cancelled; however, I never received the refund. I asked that one of two things happen by the end of October; one, that I received a refund of $1200 or that, two, I receive shipment on my spa cover. As of this date neither has happened. I was also told that even though they can take my money via credit card they no way to refund me my money due to failure to provide the product or if I cancel. I find that very strange. Next step is the Better Business Bureau and the US *************************** As of today, January 2, 2023 my patience has about run out and I will pursue reporting this to the BBB, US *************************** and my credit card company.

  • Initial Complaint

    Date:11/17/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Please help get my money back for a spa cover ordered 12/7/21; chronology below; I have all records and can provide 12/7/21 Ordered $1500 spa cover online 12/8/21 email from *********************** Modern Spa Covers (MSC) Sales asking for spa model 12/8/21 Replied w/Marino model spa 12/9/21 email from *********************** MSC for approval of submittal 12/9/21 Approved submittal 2/17/22 email from ************************* that cover was expected to ship week of 5/9/22 and no later than 6/6/22 3/24/22 requested update on delivery 3/25/22 Response was "Week of May 23, looks like."4/25/22 email from MSC *************************** apologizing for delays and noted use of new improved products. She will reach out in **** days w/new shipping date. 5/6/22 email from MSC *************************** apologizing for delays and that cover should be shipping between 6/6 and 8/6 7/27/22 Emailed for update and noted I was considering ordering another cover from them. Asked for lead times on new orders. 7/28/22 email from sales@modernspacovers that they were moving operations to S.Carolina where they have full production staff. No deliver date provided 8/15/22 email to ****** asking for delivery update 9/13/22 Emailed again asking for full refund 9/14/22 email from sales@modernspacovers that they've stopped taking new orders and have 349 covers on backorder; I am 156. Since moving to S.Carolina now shipping 5-7/day. Asked if I still wanted to cancel my order. 9/16/22 I emailed and let them know I wanted a full refund.9/16/22 Response was "not a problem. They send you a check within ***** days, they say" No name given 10/31/22 email to Sales@modernspacovers saying I hadn't received a check and want a full refund today 10/31/22 received email from customer service at MSC acknowledging refund request on 9/13/22 and gave an update on my order. Informed me of the sale of MSC back in February by Spa Cover Products LLC. And they were making every effort to fill orders. No update on delivery provided but before end of the year.

  • Initial Complaint

    Date:11/08/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 hot tub cover 11/2/21, did not receive cover until May 2022 * given multiple excuses and emails while waiting on why it took so long to receive.Once received, it was found to be defective: missing the mounting plates that attach the cover to the *** lifter (Hotspring). We cannot use the hot tub without 2 people lifting the cover off and placing on the ground since the lifter is intended to keep the cover installed to the hot tub for easy opening and closing.July 2022 * began correspondence w/ Customer Service **** ****** * and have done so on average every 2 weeks since then. ****** stated company (originally from ********) was purchased by new owners in S. Carolina *** 2022 and they did not take on the liability of orders placed before purchase. She has tried to remedy my problem, but often the new owners and higher *** do not call her back despite her "doing her best". 11/8/22 Spoke w/ ****** again today and after lengthy discussion and more excuses from ******, I requested they at least mail me the mounting brackets and I will have someone local install so I can use my cover. She said she doesn't have the parts, but in previous comments today said they are working on making 130 covers left over from pre*transition of ownership and hope to have them done by end of year * so they must in fact have the parts. She said right now the new owners are focusing only on 'dealer orders' and not on private orders like mine * so there are 130 people who are still waiting for their covers after paying between $1K*$2K in full. Someone needs to investigate this company. They are taking large sums of money from people and not delivering a product and/or are delivering defective products with no way or care to remedy. Fraudulent and corrupt.Photo attached shows cover w/ lifter unattached because there is no way to attach it to the cover, mounting plates missing on install.

  • Initial Complaint

    Date:10/20/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Hello -My husband (*****) and I ordered a custom swim spa/hot tub cover from this company. Our communication started in 2021 - design approved and payment submitted on 9/1/2021. Over the last year we have been patiently waiting to receive our covers, however; anytime we reached out via email or phone call we would be told a later date due to "supply issues." We gave them the benefit of the doubt being a smaller/local company and tried to keep working with them during the year but between the lack of communication and no firm updates on the status of our order we asked for a refund (which they approved and asked us to write in email form.) We emailed this request on 8/18/22 since we wanted to process this refund before 9/1/22 (the year "anniversary" of our payment.) We now are not receiving any updates from them regarding our refund. I called the company on 10/16/22 and spoke with a representative who told me he would follow-up and get right back to me. With no call or email, I reached out via email on 10/17/22 and asked for communication within the next 24 hours regarding the status of our refund. No word has been received and they are not answering my calls. We will reach out to our credit card company as well but we are desperate for any help as $4,628.00 is a LOT of money to have paid with no product received. We are disheartened and so sad that a local company would do this to us (we love to support the smaller businesses when possible.) Please help.Sincerely, ****** and *********************

Modern Spa Covers is NOT a BBB Accredited Business.

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