ComplaintsforTexas Spa Covers
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a spa cover on December 1, 2023 and was told 8-12 weeks production time. Paid $724.19 on credit card. Order #****. I emailed for status Feb 14. Then again Feb 22 when I received the reply the the owner was ill, business was closed and a refund will be processed and returned to the card originally used for payment, but it may take a few days for it to show in your account. Nothing has happened. Phone disconnected. Email reply was from a *****************************. I have since ordered and received another cover from another company.Business response
05/16/2024
Owner is no longer sick, she is deceased.
Money has been returned to your card via Stripe.
Customer response
05/16/2024
Complaint: 21718856
I am rejecting this response because:I understand the owner is deceased and you say funds have been refunded via stripe. However, the funds are not in my account. I have a different card accessing my account than what I used in Dec. 2023. Linked to the same account. Could the funds have been returned to your financial institution?
Regards,
***************************Initial Complaint
04/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a spa cover Nov 20 2023 & used my CC for $442.74. I have made several attempts to find out why I have not received it yet & they will not answer or reply by email, I'm getting very frustrated not to mention that I'm retired on a fixed income & can not afford to lose this much money. HELPBusiness response
04/12/2024
Owner died. I'm the previous owner and helping wind things down. Sorting through paperwork and processing refunds.
Customer response
04/12/2024
Complaint: 21512584
I am rejecting this response because: I still have not heard from the business. I have been put off now for nearly 5 months. I would like personal contact & assurances that U are resolving the matter soon.
Regards,
***************************Customer response
04/29/2024
Complaint: 21512584
I am rejecting this response because:I still have not heard from the business. I have been put off now for nearly 5 months. I would like personal contact & assurances that U are resolving the matter soon.
Regards,
***************************Business response
04/29/2024
Not sure what you are rejecting. The woman has died. It has and is taking time to sort through things. You should check your credit card statement as a refund was processed on 4/18.
Again, the woman is dead, not sure who you are expecting personal contact and assurances from. Either way, your credit should be on your statement. This matter should be considered closed.Initial Complaint
03/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
9/11/23 -Placed order on the Texas Spa Covers website for a spa cover. I paid $453.57. The website said orders were taking 8-12 weeks. I was okay with that & placed order. 9/12/23 - ***************************** (Phone: ************ *********************************** emails and lets me know that the order might take up to 16 weeks to complete but they will do their best to complete early. 11/1/23 - I email to see if we are on track. ******* responds that the "jacket is cut" & they are just waiting on ******** might get my cover a few weeks early.12/27/23 I email to see where we are on delivery. No response 1/4/24 I email again as we are coming up on 16 weeks. No response.1/5/24 I reach out again. I try their sales email as well & get a bounceback. 1/8/24 I send the message: I have not received any response or call back from this company in weeks. Your sales emails are bouncing back. The phone numbers on the website do not work. I leave voicemails on the number included with this email from *******, but no call backs. I need some sort of update on the status of my order. If I do not hear back this week, I will assume that you have gone out of business, taken my money and will file a fraud charge with my credit card. Please advise immediately. ******* responds and tells me they are just waiting on foam and my order is up next. They have been working "holiday hours" and have had an illness, but everything is on track.1/21/24 I ask for an update as we are past the 16 weeks. No response.1/24/24 I ask for a refund & to cancel the order. ******* responds & tells me it will still be 2 more weeks & if I want to cancel to confirm. 1/31/24 I confirm & ask for a refund. 2/7/24 I ask where the refund is 2/8/24 - ******* responds "yes, your money is being refunded as requested. It may take a couple of days to hit your account, but it will be sent right back to the card that you paid with. "2/14/24 - I ask for proof of refund as I have not received. No response.Business response
04/12/2024
Owner has died. I am previous owner and am helping wind down this business for the family. This order was refunded in March.
Remaining open (unfinished/undelivered) orders are being refunded as we sort through the paperwork.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
4 complaints closed in the last 12 months.