I purchased a $414.00 spa cover because
of the 5yr warranty and the cover did not last even 2 years before: A)the stitching came apart completely in multiple areas,
B) the "double wrap" foam core I paid extra for became saturated with moisture - to the point that I could can not lift the cover off of the hot tub, C) the color completely faded from Dk Redwood to a multi-color muddy brown and is literally rough instead of smooth since it has degraded so much! I have spa service wkly, but the owner, Roy Kilmer, stated because I use chemicals like chlorine or Baqua in my spa instead of some "hydrogen Peroxide" product he preached about for 15 minutes, that I voided the warrenty! I used Baqua Spa and what the *** does he think people are going to use in their spas!!! Chorine and Baqua are normal use products for spa care, but then he tried to tell me I use too much! I told him I use a strip to check wkly and the levels are right on and even he commented on how clear my water was when he opened the cover!!! I told him I've had spas for 20 yrs and the covers usually last for 5 yrs. I bought from him for his promise of a "5 yr Warranty" and the day they delivered it I said the vinyl looked thin and cheap and as I expected it looked like faded, ragged piece of trash after one yr! I only use it amy 15 times a year and no one else uses it!!
He offered to recover it for $150.00 with more of his cheap poor, quality vinyl and refused to honor his so called warranty. I said what does your warrenty cover and he said only workmanship-like if the seams come out. I said the seams are coming out, but he countered with the fact that sun damaged the cover. Well, what the heck did he think it was going to be inside!!! I live near the beach at 70 degrees almost year round and fog it is the mildest climate imaginable!He is a real scammer so BEWARE he will make everything your fault and now I see tons of negative reviews on this guy!!!!!!!!!!!I should have read the reviews on him before I bought!!! I wouldn't even give him one star!!
Totally Bogas Company - They do not honor their warranty.. On 3-2-2008 we ordered "Factory Direct Spa Cover" best cover - with a 10 year warranty. This cover did not last even 2 years before 1) the stitching came apart completely on two sides 2) the foam core became saturated with moisture - to the point that one person can not lift the cover off of the hot tub, and 3) the color completely faded from burgundy to a muddy brown . My husband talked with the owner, Roy Kilmer. He explained the above problems and Mr. Kilmer told him that because we used chlorine (or bromide) in our hot tub we invalidated the 10 year warranty. Folks, we are using a floating Bromine - Chlorine feeder so there is no abuse of chemicals (neither have any chemical come in contact with the cover) but any use of chlorine invalidates the warranty. Think about it... can you have a hot tub and not use chemicals... what rip off! Then Mr. Kilmer told my husband that we would have to send $210 to get a replacement. What another shoddy cover from this shyster? Be Aware - Avoid this fraudulent business.
Total Rip Off.... Order a new spa "heavy duty" cover in 2008 and it did not last even 2 years... ignore the claims to a warranty... It ripped, the insides filled with water and it faded all within 2 years of normal use.
Worst Spa Cover Ever. DON'T EVEN CONSIDER BUYING FROM THIS COMPANY! We purchased a cover from this company less than 5 years ago, and the fabric on the top of the cover deteriorated;even the stitching. We regularly applied the protectant on the cover supplied(at charge) from the company, but the fabric/vinyl still went bad, and it was within the warranty time. So you would think the this company would step up and stand behind the warranty they market, but to our dissappointment, they did not. In fact they spent more time looking fo a way not to honor the warranty, and ultimately after reviewing photos of the damaged cover indicated the cause of the damage was due to exposure to spa chemicals in the water of the hot-tub. This is ridiculus as the vinyl on the bottom of the cover which is the area directly exposed to the spa water and chemicals in the water was not damaged in the least. In fact the stitching was in tact as well. The damaged area of the cover which had no contact to the spa water was the deteriorated area. The owner was bilgerent and condiscending. We should have been clued in by the cheap price of the spa cover that it was an inferior product, but did not expect the owner to be so unfriendly or unaccomodating. On another note, they originally shipped us a cover that did not fit, which another customer complained about on this site. STAY AWAY, and learn from our mistakes.
Factory Direct Spa Cover-BEWARE!!!. DO NOT order anything from this company! They made my cover wrong and wont replace it, they dont answer the phone and ignore emails. I ordered a lifter and it came with the wrong brackets. I had to dispute the charges with my credit card company to get them to do anything. They still refuse to replace my cover and who knows if i will get the correct brackets or not.
Great spa cover and friendly service. I did lots of comparison shopping before deciding that Factory Direct Spa Covers (hottub-covers) offered the best deal. I was a little concerned when I read a review that said they never answered their phone, SO I called them 3 times before ordering and they answered every time and even helped me with how to measure. Ordering was easy and they sent me several order status emails so I knew what was going on with my order. A VERY good shopping expereince overall.
FACTORY DIRECT SPA COVERS FROM HELL. WE BROUGHT IN OUR SPA COVER FOR A NEW INSERT DUE TO MOLD, WHEN WE WENT TO PICK IT UP IT WAS TORE UP AND THE HANDLES WERE DIFFERENT. THE COVER THEY GAVE US WAS NOT EVEN OURS! WE HAD TO WAIT FOR THE OWNER ROY TO CALL US ONLY TO HAVE HIM CALL BACK AND VERBALLY INSULT US AS WELL AS INSULT HIS STAFF. HE WOULD DO NOTHING TO ADDRESS THIS ISSUE AND AS I CAN SEE, WE WERE'NT THE ONLY ONES THIS HAPPENED TO...NO WONDER THEY HAVE NO CUSTOMERS AND HAD TO CUT EVERYONES HOURS! DO NOT USE THIS PLACE AT ALL, IT IS BETTER TO SPEND A LITTLE MORE AND GET CUSTOMER SERVICE.
We purchased a hottub cover and within 10 months it had ripped at seams and handles. It took us over 1 month to get in touch with a contact. Once we did, we shipped the cover back for repairs. 3 weeks later it was returned to us in worse shape than when we sent it (not had slits throughout). Returned the cover once again; again returned with no further repairs.
Totally ridiculous! And now we cannot speak nor contact anyone. Would definitely NOT recommend!
DO NOT DEAL WITH THIS COMPANY. Absolutely NO service. You can't get a real person to answer the phones and if you do, they don't respond to your questions or make empty promises. Total SCAM company.
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