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:08/22/2024

  Type:Order Issues
  Status:

  AnsweredMore 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.

  I purchased a hot tub cover October 8, 2023 and received it in November 2023. The top of the cover collapsed in and is now holding water. There has been nothing on top of the cover and there seems to be some type of defect. I have attached pictures. The pictures are from after a light rain so you can see where the depression is in the material. This is very disappointing because it has been less than a year. I bought this cover with a 5 year warranty online. I was directed to email the warranty business "Prestige Spa Covers". When I showed them the pictures they told me that it looks broken and I must have put something on it or asked if it was in front of a window. They asked if I could take pictures of the foam inside the cover, which I did. Their response is that the foam MELTED and that it is not covered under warranty. Not sure how a hot tub cover (that is designed to be outside and keep heat in), melted. They said I could purchase replacement inserts and pay for shipping if I wanted. To top it off, they think that a hot tub cover in front of a window to a house, (where most hot tubs are) would melt? And mine isn't even in front of a window, it is in front of a chimney and under a tree. I guess covers just spontaneously melt and then they don't have to abide by their "warranty".

  Business Response

  Date: 09/11/2024

  Broken or Melted inserts are not covered under the warranty. Spa Covers are designed to be outside, near a house or near a window. However, in under certain circumstances or in harsh conditions (reflections or items being left on the cover - grills, floats, mats, etc.), a foam insert can melt. This is not something that occurs due to the manufacturing process. It happens in the field. Have you tried to flip the insert to see if the same issue happens on the other side? As mentioned earlier, broken or melted inserts are not covered but will have offered new inserts at a discounted rate.

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22176514
  
  I am rejecting this response because:

  The company is just saying the interior foam melted so that it is not covered under their warranty.  Like the company stated in their response, the cover is made to be outside.  There has been no extreme weather to have caused this material to melt  Im not sure how they are diagnosing that it has melted by the pictures that I have supplied to them.  The cover is on my hot tub, partially under a tree, and not directly in front of a window.  It is actually in front of a brick fireplace.  Somehow the material has broken down and is defective.  If there was melting, one would assume that when I opened it up to take pictures I would see something similar to melted hard plastic, instead it appears that the material has broken down and caused a void.  They want me to pay for two more inserts instead of replacing the defective equipment.  This is unacceptable.  It has been less than a year since I purchased this spa cover and would not expect the insides to last less than a year when they have a 5 year warranty.  I attached the same photos of the interior inserts of the spa cover.  Im not sure how they can determine that these are melted.  This is unacceptable.  

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 10/23/2024

  Based on the photos provided, the inserts are showing melting (inserts are no longer in the original form). The inserts are meant for outside and extreme conditions, however, there is a melting point. There are many things that can cause a insert to melt - extreme heat (from a grill, hot objects, etc.), heat trapped under an object (pool float, dark wet towel, floor mat, etc.)

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Inserts not sealed as advertised allowing moisture to accumulate and then cannot open spa cover due to weight. Being 79 yrs old with heart condition hopefully you understand. They sent me another insert but it was in worse condition as you can see by pics

  Business Response

  Date: 09/11/2024

  We apologize that you are having an issue with the inserts. As noted, we have sent another set. If you would like, you are welcome to bring the cover into our facility, we can replace the inserts for you, while you wait. We would like to get the issue resolved for you efficiently.

• Initial Complaint

  Date:05/09/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Hot tub cover purchased with hot tub as part of package from distributor. Within a year of use, cover ripped at the seam ( clearly manufacturing defect). I contacted the store, who collected information on the problem. Eventually I was put in touch with Predtige ***************** to resolve warranty issue. After several weeks of dicking me around, offering to replace foam inserts ( not the problem) then telling me they would replace everything, waiting until 1 year warranty period was up then I get another email saying that since the cover is now out of warranty they will not replace anything. .

  Business Response

  Date: 05/20/2024

  Hi,

   

  We apologize for the delay and going back and forth. We agree with the mis handling of the claim and will be replacing the cover. The replacement cover should be shipped in the next 7-10 business days. We will comminucate with the customer directly on tracking, etc.

   

  Thanks!

  Customer Answer

  Date: 05/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to to me PROVIDED THAT THE *** COVER IS ACTUALLY REPLACED. EMAIL FROM PRESTIGE *** *** INDICATES THAT A REPLACEMENT COVER WILL BE SENT TO ME AT NO CHARGE WITHIN 10 days

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/26/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I have ordered spa covers from this co. Before This time the cover came damaged.Right away I made contact with the company. And advised them of the problem The trucking company and driver was aware of the damages to the spa cover When Prestige was notified.That wanted me to take pictures of the damages and send them to Prestige. I did..Weeks went by. Made contact with them again and again. After about ,6 weeks went by. I was told to file a complaint with the shipper. I explained I did not hire the shipper. They did. Called them again this day Feb. 26th. 2024. They told me again I should take it up with the shipper. The lady at Prestige stated she would get back to me.This cover was paid for by ******* pools and spas. PO was *******.

  Business Response

  Date: 02/27/2024

  Hi *****,

   

  I'm sorry to hear you had an issue with a damaged cover. After speaking to our CSM, it sounds like we were able to resolve your issue. I apologize for the miscommunication on our part. We appreciate your willingness to make this right and value our business relationship!

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I ordered this spa cover on 10/7/22 and the cover started to sag in the middle despite my paying extra for upgrades for the double lining to prevent this from happening. I reached out through the provider that it was purchased through and they connected me to Prestige Spa Covers' warranty department. On 5/20/23, they asked me to provide photos and I did at a later date but I was still well within my warranty period. They informed me that the styrofoam inserts have failed and it is not covered under the warranty. This baffles me since that is the major part of the cover itself. They offered me a discount for the replacement inserts but wanted me to pay $221 to ship them to me. Plus, I have zero experience of what it would take to replace them myself. This seems to be an ongoing occurrence with this product, according to the other BBB complaints. They are clearly selling defective products and they need to be held accountable.

  Business Response

  Date: 10/18/2023

  We were notified by Mr. ****** on 5/20/23 that he had issues with his cover. We advised on 5/21/23 to send photos of the cover/issue. We received photos on 9/21/23. We advised him on 9/24/23 that unfortunately broken inserts are not something that is covered under the warranty, and we can do replacement inserts at a discounted rate of $35 each + shipping. Shipping to his area is $221.55. Please see the attached photo and warranty.

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20685828
  
  I am rejecting this response because:

  The inserts are probably the most important part of the cover structurally. I have no idea of what the cover warranty covers and they have failed to tell me what the warranty covers. I just want the consumers to be wary of buying a cover from them. They do not stand by their product nor are they willing to remedy their faulty products. Since they have no issues having complaints on this site, I guess exposing them on social media is next. 

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/06/2023

  I attached a copy of the warranty for the customer to review.

  
  Thanks!

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I ordered a hot tub cover to replace the one I had that was damaged due to hail. This is the company recommended by the manufacturer of my hot tub as they are the original providers. We received a hot tub cover (months later after several forms of contact), a cover we paid extra for upgraded features. Within a month the cover had failed, It started leaking and sagging almost immediately. Wholesale spa cover agreed to replace the cover inserts which we agreed to. After a month nothing had come and we contacted the company again. Phones were down, emails were going unanswered. It started looking like a scam but we kept pressing. We finally got a hold of somebody who couldn't explain why the order didn't get shipped to ** only that it never left. So apparently they tried sending them again, and again we never received the inserts. After over 4 months of waiting on inserts the cover is now damaged so badly that we cannot simply replace with inserts. It needs to be totally replaced and had the company sent the inserts like they said they would we wouldn't be dealing with this at all. Instead they continue to ignore my emails showing picture after picture of the damaged cover, refusing to send a cover. It's now been over a year since we have you used our hot tub, all because of one company not standing up to their warranty. I've spent countless hours emailing and calling trying to get some sort of fix. This hot tub cover was quite expensive and we still have yet to have a working one.

  Business Response

  Date: 03/30/2023

  Hello,

   

  I'm sorry but I believe you are contacting/reporting the wrong company. We do manufacture spa covers and Wholesale Spa Covers is a retailer that sells our product but we have not shipped inserts to you. The last order I show in the system for you is a cover that was ordered 6/16/2022 and shipped 6/23/2022. We are not aware of an order for inserts, nor do I show we shipped inserts. I'm sorry, we are not able to provided more assistance but you will need to contact the company that you purchased the spa cover/inserts from. Thanks.

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19872156
  
  I am rejecting this response because of the following:
  The replacement spa cover that was ordered from Prestige Spa covers, via distributor ********. failed within a few weeks. A warranty claim was filed and approved for new inserts, yet NOTHING was sent. We requested inserts again, and NOTHING was sent. After months of Prestige Spa Covers ignoring emails and phone calls, or skirting the issue entirely when they had the courtesy to answer, the entire cover is now ruined. Had this business honored their warranty and sent the inserts as originally planned, we wouldn't be dealing with this at all. Now that the entire cover is not salvageable, we would like to be compensated by one of the following means:

  
  1. TOTAL REFUND FOR COST SPENT ($519.00, SEE ATTACHMENT)
  2. TOTAL REPLACEMENT OF ENTIRE COVER PER ORIGINAL ORDER SPECIFICATIONS (ULTIMA SQUARE WITH ROUNDED CORNERS, SEE ATTACHMENT)

  
  We are formerly requesting the company, Prestige Spa Covers, to honor their warranty and replace our cover OR provide ** with a full refund (preferred method of compensation). 
  Sincerely,
  
  *************************

  
  

  Business Response

  Date: 04/12/2023

  In order to receive a credit, you will need to contact your dealer. The product was not purchased directly through ** (we do not sell direct), nor do I show a warranty claim. I do not show any communication with our company. Can you please provide the email address that you corresponded with and dates? I would like to get this resolved but I believe you are reporting the wrong company.

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19872156
  
  I am rejecting this response because:

  The address of your company and the address below of the contact I've been speaking to match, so I highly doubt that this is the wrong company. I attached the contact information of the company I've been dealing with in the last exchange, so please just stop with that "It's not the right company" stuff... The contact information of who I've been talking to is listed below AGAIN. CALL ME AND WE CAN AVOID THIS BACK-AND-FORTH BUSINESS, I just need your company to stand by its products or refund my money to the dealer who can then refund me. CALL ME PLEASE. ************************* ************

  PRESTIGE SPA COVER WARRANTY SUPPORT REP:

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

  Sales/Customer Service Team
  **********************
  2875 ******.
  Pinellas ****************
  Office: ************       Fax: ************

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/08/2023

  The replacement item for this claim shipped.
  

• Initial Complaint

  Date:03/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  I ordered a custom Spa Cover for one of my customers which was a fairly expensive cover from the day of order to the date of actually receiving the cover was months when we finally did receive it it was completely damaged box was destroyed had forklift marks through the box and damage the cover also had drag marks you could not see the damage until we opened the box immediately I sent photos and emailed as well as called Prestige which they informed me to leave the cover on the homeowners spa and that they were going to reach out to the delivery company but either way they were going to take care of it and shipped me a new cover. It has been months nobody returns phone calls and now I cant get them to do anything about it. The cover was over $1000. This was the first time doing business with them and in my opinion is very shady business. I have ordered several pool covers and Pool Liners from other companies and they always stand behind their product and Ive never had an issue with damaged freight not being taken care of until now.

  Business Response

  Date: 03/30/2023

  Hi *****,

   

  I'm not showing an order that shipped directly to you under "*********************************". Could it be under another ship to name? Would you mind sharing the name of the company you purchased from? 

  From looking at the photos attached, the cover appears to be freight damaged. We have been in business over 30 years, I think that shows that we do stand behind our product. Unfortunately, the freight carriers can damage product in transit. At the time of delivery, the carrier does give you the opportunity to note the damage on the delivery receipt and refuse the product should there be damage to the packaging or contents. Was the damage noted at the time of delivery? If the damage is not noted, it releases the liability from the carrier.

  If you can please provide additional information, we can get with the carrier and see what we can do to get the issue resolved.

  Customer Answer

  Date: 03/31/2023

  In response to your email, it is under M5 Pools this was the first cover weve ever ordered from you. Nobody explained your process on shipping and that damage needed to be noted with the carrier upon pick up. However, I took several pictures as soon as Cover was offloaded I  noted the damage emailed and called your office, delivered it to the homeowner as told by your company I spoke with ******* on the phone and with the homeowner present on speakerphone and was told to leave the cover on the hot tub and that you were going to reach out for a dispute with the delivery company, but regardless of their decision you were going to make it right. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/12/2023

  As discussed, we will deal with the carrier on our end to fight the claim. The cover was not noted damage at the time of delivery, but as a courtesy to you, we will work with the carrier. As we discussed, we will replace the vinyl at no charge to you (as a courtesy). The vinyl is shipping vis ****** tracking ************.

• Initial Complaint

  Date:07/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  We ordered a replacement cover from Florida Spa Covers (FSC) who sells Prestige Spa Covers PSC). No issues for the first 6-8 months. Then we noticed the cover getting heavy and soaked with water. When opened water came pouring out through the seams! The water level in the hot tub was getting higher after rain storms. We contacted FSC who told us to contact PSC. 1) PSC told us to flip inserts. Did not fix it. Water was still coming into the cover and the hot tub. Mold inside covers. 2) PSC sent new inserts. Water still came into the covers and into the pool. 3) PSC told us to flip the inserts. Water still came into the covers and pool. Mold again. 4) PSC said it was the center seam or the cover is slightly too large. (Wrong - proved false below) 5) PSC sent us a huge shower cap to cover the hot tub. It took at least two of us to put it on/off. Color does not match on our color matched hot tub and deck. Why should we have to struggle to put a cover onto a cover that was itself made to cover a hot tub! Decided to do some experimentation to see how all this water was coming into the hot tub. After many experiments with tape and plastic I found that the outer seams leak and a LOT! After a rain storm we need to empty the covers AND at least five gallons out of the tub. Last week we emptied two 5 gallon buckets and had to rebalance the pool yet again because of outside water. I let PSC see pictures of all of my experiments. Their response: "I reviewed the photos with my team and unfortunately our covers are not 100% waterproof. We can offer you a cover cap to help keep the water out at no cost. It's similar to a shower cap for your hair." The cover is not even good at being water resistant! We highly recommend that you do not purchase a spa cover through FSC who use PSC as their manufacturer. You will be a slave to draining, mold and the higher chemical cost of maintenance. Go elsewhere! (I put this same review on the partner FSC site)

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 7, 2022/08/20) */ The end user purchase a cover through a dealer, Florida Spa Covers. The cover was made to the dealer specifications. The cover is sewn together, so there are seams and it it not 100% waterproof. The purpose of the cover is to keep the dirt out and the heat in. If there is to much drainage on the underside, you are able to add drain holes to allow the water to continually drain. We do offer a mesh underside, that also allows the moisture to drain. If you would like to send the vinyl portion back, we can remove the liner and replace with mesh. This will help with the water retention between the underside and the foam insert. Consumer Response /* (3000, 9, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept this response from Prestige Spa Covers. Why? We can understand some leaking but these covers leak a LOT at the seams. Gallons and gallons get into both sides of the cover when it pours here. Most of it goes out of the holes inside the cover and into our "used-to-be-balanced" hot tub. Our hot tub came up three inches after a couple of storms. That is NOT normal leakage. The mesh cover they want to send does not solve the problem of the water, only will maybe help the mold be less. We have tried over and over to help them see and solve this issue but they keep saying it is not 100% waterproof. Our old cover before replacing never ever leaked like this, never! In fact we had to add water over the season. With Prestige we are continually letting water out so it does not go over the top! Horrible seam design!