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:12/16/2024

  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 ordered a custom cover for my hot tub on October 27th and it finally arrived on December 4th. I just unpacked it today as I needed help to carry it to the backyard. When I put it on, the skirt was way too tight. (see photos) There is no way to adjust it as its part of the cover. The top of the cover appears to fit ok, but when they made the skirt, they goofed. I contacted the company and ***** replied that it was custom made and there are no returns. They had the correct measurements but screwed up.I gave them the correct measurements, and had no control on the manufacturing of the cover. I paid for a cover to fit and want a refund.

  Business Response

  Date: 12/16/2024

  Hello *******,
  Your cover was built to your exact ordered dimensions including your skirt length.  The skirts only function is to protect the spa acrylic from getting bleached by the sun and based on the pictures you submitted the skirt falls past your spa acrylic which would indicate your skirt length is correct.  If the skirt is too tight then you must have ordered either the length, and width incorrectly and should have added 1/2" to 1 inch to the dimensions or you measured your radius incorrectly.  We recommend rounding down on the radius to insure your cover fits correctly and the skirt is not too tight.  Spa covers are custom built to order and are not returnable or replaceable.  Your skirt should relax and stretch slightly to make it easier to pull over the cover the more you use it.

  All customers must check that they have read and agree to our terms and conditions which number 11 states "11. Customer is responsible for accurate and complete measurement of the replacement cover, and to determine the style and suitability of any options or upgrades. Cover will be made to the dimensions and style indicated by the customer and no returns are accepted as a result of customer errors or omissions."

  The cover seal is created when the cover sit on top of the spa acrylic sealing in the heat and steam.  Your cover is performing this function just fine and is protecting and insulating your spa.  Thank you again for your order. 

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22681437
  
  I am rejecting this response because:

  I used the template on their website to add the make model and year of the spa. When they made the skirt that attaches to the cover, they did not have enough material and this is why it does not fit. I have had 2 previous covers made with the same dimensions and they were fine. If you read the reviews of this company, (I should have before ordering) they are not good. Almost all on ****** are 1 star

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

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

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

  ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************,,,,

   

   

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

  Business Response

  Date: 01/14/2025

  Hello *******,

  No, I am sorry but the amount of material has nothing to do with the way your cover fits on  your spa.  We recommend rounding down on the radius which it should like you needed to do when you ordered. We built your cover to your ordered dimensions and specification.  Spa Covers are custom built to order and are not returnable or replaceable.  Based on the pictures you sent the cover does look like it fits and even if the skirt is a little tight right now it will stretch as you continue to use it.  Thank you *******.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22681437
  
  I am rejecting this response because: My 2 previous covers with the same measurements fit just fine. Of course the amount of material makes a difference. They did not add enough material for the radius.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/18/2024

  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 hot tub cover on July 27, 2024.I received an email on July 30th stating there would be an additional cost of $135 for shipping, which I approved.On August 2nd I received an email inquiring about dimensions. I responded on August 5th. To date I have not received the cover nor a response to my inquiry when I could expect delivery.

  Business Response

  Date: 09/18/2024

  I do apologize.  Yes, your cover was on hold due to the radius you gave on your order was incorrect but we did receive your email with the correct radius.  You certainly should have received your cover by now. We did not receive any inquiries from you regarding this issue.   I will have the shipping manager contact the freight carrier to find out why your cover has not been delivered and will email you right away to get this resolved. 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22297025
  
  I am rejecting this response because I still have not received the replacement cover or any shipping information as was indicated in the e-mail from ****** ***** on 9/20. 

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

  Business Response

  Date: 09/26/2024

  Hello ********,
  As discussed we are building you a new cover and it was scheduled to ship this week however due to the hurricane it may get pushed an extra day and ship first of next week.  The factory is closed today as it is located in ************* but should be open again in the morning and I will get you an update on when your cover will ship. We will email you your tracking information just as soon as your cover ships.  
  

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22297025
  
  I am rejecting this response because:

  Tracking information provided to me on Monday September 30th indicates that the shipper hasn't received my shipment. The seller is using this as a stalling tactic.

  Pro Number: PPAK2321
  Consignee: ******** ********
  **********, **
  Current Status: We have received the registration of your order. There is no need to reach out to us at this moment as we have yet to receive your shipment. Once your shipment has been received we will contact you for further action.

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

  Business Response

  Date: 10/15/2024

  Hello,

  Your cover shipped with ****************** on 9-30 Tracking ****************** PPAK2321.  I apologize that shipping is taking longer than you expected but please understand that shipping has been delayed due to the recent hurricanes.  Your cover shipped from the factory located in ***** *******.  Your tracking is working on the carriers website.  Just follow the link to the carrier, click on the "Track Delivery" button, enter the tracking number PPAK2321 and your zip code of ***** and you will view your tracking.  The tracking shows that your local delivery carrier has received your cover and has a delivery scheduled for tomorrow October 16th.  Thank you.

• Initial Complaint

  Date:04/08/2024

  Type:Delivery 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.

  Purchased Hot Tub top/cover on Feb. 19, 2024 for $437.97, and was charged $90 for a total of $524.97 for it's delivery to my house by freight/truck. Stonewood's invoice #***** and order #*********. I sent an email to them March 16, ******************************************************************** transit through NIN Freight with customer reference #*********. Checked on *********************************************** as referenced in an auto email reply. I have tried 10 - 12 time to find the package, and there is no reply. I called the freight *** and they could not find it, but gave me a phone number for their ********* Company. Of course, the phone number was not in service. I then emailed to Stonewood Man. again and it was returned undelivered. I have tried calling several times with no answers on the calls. Run around - run around.

  Business Response

  Date: 04/08/2024

  I apologize you are having this issue with the freight carrier.  I will have the shipping manager contact the carrier right away to help get this resolved and your cover delivered as quickly as possible.  I am not sure why your email bounced back to you.  Our email is working and receiving emails.  Once I get an answer from the freight carrier I will update you right away.  You will be receiving your custom spa cover very soon. 

  Customer Answer

  Date: 04/08/2024

   
  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 me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/22/2024

  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.

  Have not got a response on our order. I have left 3 messages. And 2 emails and nothing. I need the top shipped immediately. Or refund a for the top so I can purchase some where else. Or I will take legal act. The worst customer service I have ever in counter. Would not recommend !!!!! Good day!

  Business Response

  Date: 03/22/2024

  I apologize you have not been receiving our emails.  We have sent 4 emails to you but have not heard back.  Your cover order is on hold waiting for your reply but since we have not heard back I can cancel your order and issue you a refund.  

  Customer Answer

  Date: 03/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  still waiting on refund. Will except until refund is clear

  thank you. 

  Business Response

  Date: 03/26/2024

  Hello,

  We issued you a full refund on 3-22-24.  It can take 2-3 Business days for the funds to appear back to your account.  Please feel free to contact your credit card company for more information.  Thank you.

• Initial Complaint

  Date:02/18/2024

  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.

  When shopping for hot tub covers, this company seems to be the cheapest even with all the add-ons. Once they have all your information including your credit card and accepted your order they send you a coined email saying," due to rising cost of shipping they need you to approve a shipping cost of $140.00. This cost is way above all other spa cover companies. This is a bate and switch company that have no scruples.With all their add on they did not miss shipping or claim they did in their detailed order form Just a company that has figured away to beat the other companies pricing then gauges you with shipping cost.

  Business Response

  Date: 02/21/2024

  I again apologize for the confusion.  As noted both on our website and in our terms and conditions which all customers must check that they have read and agree to prior to ordering that in some cases we may need to charge more to ship the cover to your delivery address.  The spa cover does not come with "free shipping".  We must quote each and every address on an individual basis and in many cases we do not need to charge any extra for shipping since we are covering a substantial portion of the shipping costs but unfortunately for delivery addresses as in this case we would need to charge extra to ship the cover.  I am sorry we could not make it work but wish you the best of luck in your search for a new spa cover.  

• Initial Complaint

  Date:02/18/2024

  Type:Delivery 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.

  Stonewood Manufacturing DBA HotTubCoverSpot.com and/or SpaCoverSpot.com (possibly others).12/12/23 order no. *********, ordered 1 spa cover from Stonewood dba SpaCoverSpot.com, $634.96 . "Free shipping" offered on website. 12/13/23 *********************** at SpaCoverSpot said free shipping not offered. I replied with two screen shots. 1st, the web search of their site showing free shipping. 2nd, their terms stating shipping was included in the price. 12/15/23 ****** notified me shipping would be an additional $190.00 (for a total of $824.96) and I could cancel for full refund. 1/24/24 cancelled order after researching other alternatives, holidays and vacation. Today, 2/15/24, 3 weeks later: No response, No returned emails, No returned phone calls, No refund.The cover was paid for with a gift card from family (we are on a fixed income). The card expires in March and we need those funds to purchase a new cover.This transaction appears to be a scam and criminal charges condsidered.

  Business Response

  Date: 02/19/2024

  Good Morning *******,

  I apologize, but we only received the email you sent on Sunday the 17th.  We replied to this email confirming that we canceled your order and issued you a full refund. You have been refunded in full.  

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21299411
  
  I am rejecting this response because:

  Thank you Stonewood for responding. Why it took BBB to get a response is beyond me.

  The gift card company states it take 3-4 weeks to post the credit. I will change my response once the credit is posted.

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

  Business Response

  Date: 02/22/2024

  Hello *******,

  I again apologize.  We did not receive any of your prior emails after you had asked us to hold your order.  The last email we received from prior to the one we received on 2/17 was the one on ***** in which you said "Still Pondering. No decision either way."  Your order was on hold till we heard back from you.  The only other email we received was on 2-17 and we immediately canceled and credited your order.  Typically refunds to a credit card only take a couple of days at the most.  I am not sure about a Gift Credit Card but in any case we issued you a full refund and again apologize for not receiving your other emails.  

  Customer Answer

  Date: 02/26/2024

   
  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 me.

  Proceeds have been refunded in full, they have been credited to the gift debit card and appear to be available to use again. This case can be closed.

  I caution all customers that Stonewood Manufacturing, dba SpaCoverSpot.com, HotTubCoverSpot.com (and possibly several of their other business names DO NOT OFFER FREE SHIPPING, regardless of what they advertise on the web.

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

• Initial Complaint

  Date:01/23/2024

  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 placed an order on 12/7/2023 for a new hotub cover. The total amount was ******, According to my ******************* the charge was paid shortly thereafter. Since that time I have heard nothing from this company. I have emailed them , called them and left messages and still absolutely no response. This company is a disaster as far as timer service goes and if they can't return calls or emails I highly doubt their product is of any quality!!

  Business Response

  Date: 01/23/2024

  Hello ****,

  I apologize you have not been receiving our email messages.  We have sent you several regarding your order but have not heard back.  I have canceled your order and issued you a full refund. 

• Initial Complaint

  Date:12/27/2023

  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.

  11/11 ordered cover and was charged nearly $600 and the charge cleared days later. After many emails, on 12/6 we were contacted to pay another $160 in shipping due to the holiday shipping demands and price increases. That charge also promptly cleared. Now we follow up two weeks after paying more shipping and she told us we have to wait 12 days for a tracking number to be sent. Not only has it been more than 12 days since I paid extra shipping, its now been more than seven weeks since we ordered. Weve now paid over $700. I would never recommend this business to anyone.ever.

  Business Response

  Date: 12/27/2023

  Hello *****,

  I am sorry for the confusion but production time is running around 12 Business days (from when we receive confirmation on the shipping charge) as noted in our emailed correspondences including the one I sent you on Friday.  Your cover is scheduled to ship today and we will forward you your tracking as soon as your cover ships.    Thank you again for your order.  

• Initial Complaint

  Date:11/29/2023

  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 purchased a Hot tub cover from Hottubcoverspot.com that is manufactured by Stonewood Manufacturing LLC. I paid $404.98 and was later emailed by ************************* stating they needed to add an additional $90 to my order for shipping. This additional cost was not mentioned at checkout I have email correspondences between him where I ask if it was express shipping and agreed to pay for express shipping. He advised me that it takes around 12 business days for production and shipping was 7-9 days. When it was 5 weeks since ordered, I emailed again and ***** told me he would contact a shipping manager and get back with me. He never has responded. I have continued to reach out to him and have left voicemails. He will not contact me regarding this issue except by an email response that says he will contact his shipping manager and that the order was shipped so I will receive it soon. I ordered this product on October 14, 2023 and it has been nearly 7 weeks now when i was directly told it would be 3 weeks. I cannot reach anybody at this company and they have delayed my process by 7 weeks. Since this company will not return my phone calls to work the issue out, I believe ************************* and this company is a scam and I wish for a refund. Please read other BBB reviews who have said the same thing. This company is a scam and advertise false timelines. They say they are the "quickest build and ship times."Invoice No.: ***** Order No.: ********* Date :

  Business Response

  Date: 11/29/2023

  Hello ******,

  I again apologize the ship time is taking longer than you expected and can understand your frustration.  Please understand we have no control over how long the freight carrier will take to get your cover delivered.  Typically ship time takes around 7-9 days but in some cases it can take longer.  We have been in constant communication with you and typically answer you within ***** minutes so I a bit confused why you feel we have not been offering you adequate support.  I forwarded you a screen shot of your tracking information which shows that your cover is scheduled to be delivered on *****.  We are doing our best to get your custom spa cover delivered as quickly as possible.  You will be receiving your cover soon.  Thank you *************

• Initial Complaint

  Date:11/03/2023

  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.

  You took her money for the hot tub cover almost $500 we have not received the hot tub cover and you will not answer calls emails anything so it's pretty basic we paid for cover we did not receive cover and we get no answer from anybody pretty simple you guys ****

  Business Response

  Date: 11/03/2023

  Hello *****,

  I apologize you did not received any of the emails we sent you.  Not sure why they did not get to you.  They may have ended up in your spam folder.  I have canceled your order and issued you a refund.