Spa Mate Overview
Spa Mate has a 1.8-star rating, derived from feedback provided by 42 customers. In the Pools, Spas and Plumbing Supplies category, it secures the 39th position out of 219 companies.
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Spa Mate Reviews
Rudy
Failed Product and Failed to Honor a Warranty
I purchased a new spa cover with a 5yr warranty (paid extra) from this company last year. Well, the straps that hold it down have all torn loose (4 of them) and the center piece for helping keep heat in (paid extra for that as well) is deteriorating and black foam particles are falling into the tub and clogging the filter system. I tried to reach out today to exercise the warranty and their phone numbers and website do not work, there is no forwarding to any third party to carry out the warranty etc. Whomever owned this business should be held accountable and my concern is they closed out this business and started a new one so their poor business practice legacy would not follow them.
DOUG
Nice cover but two different colors.
We bought this cover last spring and now find out the company is out of business. The cover is nice, but the top is two different colors! One side is a khaki color, which we ordered and the other is a pinkish tan. Brand new cover that now needs to be replaced. @#$%^&*(!!
Eric
Wrong size, no honoring their mistake
"No measuring required" That is exactly why we chose them. We didn't want to be at fault for measuring wrong. Cover came in. Looked nice but looks mean nothing when it's the wrong size. We did everything we could to keep the heat in and not have to go down the road of getting another cover. I reached out and we went back and forth with measurements and all that. When it was all said and done they offered a huge discount of 40 whole dollars on a cover that cost in the mid 300's. Summary: No Measuring required. Gave them the model number and all information. They sent cover. Cover didn't fit. Heat escaped causing us to have to fill it daily to keep it above the top jets so the heater would keep warming. Contacting them saying it was the wrong size. Price increased to 417.00 but they would give 40.00 off. I get if we screwed up that I couldn't justify complaining. The sent the wrong size and won't honor their mistake. DO NOT BUY from Spa Mate.
Chris
*BEWARE...DON'T BUY HERE- THE WORST CUSTOMER SERVICE-!!!!!!!!!!
We ordered a cover for a Hot Spring Vanguard and I talked with Mike (pro con man) before placing the order and explained which spa we were ordering for gave dimensions and confirmed with Mike and gave the serial number and he explained he had a template. I told him my concerns because other documentation showed different measurements. This is important because of the style of cover lifter. Once we received the new cover we went out and it is too small. After talking to him we did exactly like they asked and had to go out several times to take pictures of the cover to verify it did not fit. He kept referring to his template. As I have been in the industry over 20 years I had to explain that his template was not valid for this spa. It did fit in the front but the back corner was of set. He kept referring to the template. I pulled a HotSpring template and his measurements aren't even to HotSpring Specs. So basically they have taken our money and it is just that. He has lost all further sales from our company and he will never be referred. After proving him wrong he still disagree with us. All we want is the right size of cover. We haven't asked for money back or anything else. Just the right size cover. DON'T ORDER FROM HIM!!!!!!!!!!!!!!!!! HE is good at the confirmation of sale but terrible after the fact. They made the wrong size and won't back their product. He doesn't even make them. He has to order them. Find a different company!!!!!!!!! The pictures clearly show the cover is too small. MIKE you need to listen to the service professionals not only when we tell you but prove to you that the cover is too small..... Your product was wrong and you won't make it right..... NEVER again.
Joseph
Lasted just shy of 3 years
I purchased a cover for my dimension one hot tub after 2 years 11 months it filled with water inside I called and they basically laughed at me when I ask about the warranty I am purchasing a new cover not from spa mate . Just want people to no about my experience.
Anonim
Avoid ordering replacement coves
Approximately 18 months ago I ordered a replacement cover for my Optima tub. I paid extra to have the insulation double-wrapped. The double-wrapped insulation became a collection point for water rendering the cover unmanageable. After contacting the company I was told that this wasn't covered by their warranty.
thomas
Do not buy from this company they are crooks
Updated by user Mar 27, 2019
Awaiting investigation from my credit card. I have not contacted the company as their communication borders on idiotic. Avoid this company or any spa cover company that ships from the kansas city area
Updated by user Feb 28, 2019
Sorry I was wrong, Even though it said refund was from spa mate it was actually just my credit card refunding my money while dispute was on going. I should have know that this guy mike goad would never relent on even 50 cents.
Updated by user Feb 28, 2019
Spa Mate refunded my money. It was all a communication breakdown which was resolved by Spa Mate refunding my money. Thanks
Original review Feb 25, 2019
I ordered a Spa cover on about 12 Feb 2019. I tried to cancel 2 days later by phone but they didnt answer the phone. I sent an e mail around 22 Feb to cancel. No response. I called 25 Feb to cancel again and got a con man on the phone who said I had to cancel within 48 hours and that the spa cover had already been shipped . Their website said that my order was sale pending, but I found out thru my credit card company that Spa Mate had already taken my money. The guy on the phone said that was a glich in their system. The real plan is to make it look like you have 4 to 6 weeks and they wont charge you until they make and ship the item. But they quickly charge your account. I suspect from the many reviews on this site of Spa Mate that I will get a defective cover that I will be stuck with. I advise no one to work with this company.
Anonim
1-year-old SpaMate spa cover collapsed in a rain storm
In a recent rainstorm, our year-old Spa Mate spa cover collapsed. Close inspection showed that the foam inserts are not reinforced in any way. Therefore, even a moderate rain shower, and resulting accumulated water, will break the foam, causing the cover to fail catastrophically. They replied to my email [which included photos] by saying that the cover was a year old, and that it was time for a new one. Also, they stated that since I used an aluminum cover lift (which they provide hard-points for) it voided my warranty anyway. This thing is low quality, poorly designed and features hack-level workmanship. Plus, they do not back their products. They find excuses. Do not purchase a cover from this company. You are better off contacting a reputable dealer and paying more for a quality cover.
Juan
Our cover failed at just one year and we would told we would need to replace. Shocking their cover wouldn't last longer than one year. This is a sham company. Very disappointed!!!
We had 4 days of rain and the cover collapsed. That's California rain so not a lot. We contacted the company and they said it was just our of warranty and wold need to replace. Shocking that a cover would be so delicate. Very poor quality. Do bother buying from this company.
Carolyn
Horrible customer service
Company stated they did not send out defective cover and would not abide by warranty. Spoke to me by belittling me and stated I was screaming in background which was not happening. Do not buy from them!!!! 40 years of poor service
Anonim
Held up much longer than life expectancy
I bought a hot tub lid from this company over 8 years ago. The lid held up exceptionally well until my grandaughter was playing and climbed up on it and was jumping. When we went to replace it, I almost ordered from a different company based on the reviews I saw on your site. I decided to order from a pool company in the area but they could not deliver to us because we live too far. The pool place suggested I order from Spamate because they deliver. I told him about the reviews I saw and he told me they sell thousands from Spamate with no problems. When I went ahead and ordered, the person on the phone was very helpful. She did say to inspect upon delivery in case any damage occurs during shipment.
Gary
Should Have Read the Reviews!
I bought a cover from "Spa Mate" two years ago. They assured me that #1- it would fit correctly, as they had the dimensions to my Tiger River hot tub that was already 10 years old. Hot Springs wanted another $200.00 for their cover so I opted for a Spa Mate cover. Bad, Bad, mistake ! Oh , They were so nice on the phone when I called. They promised me I would love the cover. They told me that I needed to be there when the cover came so that I could inspect it for damage. Well I was working when it came but my wife was there. She called me on the phone and told me the box was pretty torn up but she nor the driver could find any damage. So I told her to inspect it and accept it if it looked good. After I came home I went to put the new cover on. The box had rips in it, and on the bottom was a 1/2" of styrofoam. Also on the top. That's it! No other protection at all! It appeared to be ok so I put it on the tub., first off it is 4" too long! Second thing was the cover lifter. There are two metal plates installed inside the cover to mount the cradle to. I found one Then the second one I found was bent! Unusable! And since they only install these mounting plates on one end, you have to use those. Well, the rip in the box was in the same location as the bent mounting plate. Something ...fell on the cover some time after they put it in the box and it got to my house. Oh...I took lots of pictures, showing it from several angles, Showing the ripped up box... Then I called... The Bastards actually said I did it myself! Said it looked fine from the pictures and said I shouldn't have accepted the cover from the delivery company! No regrets, no apologies, just, screw you we have your money! I did some checking, apparently, they used to make good covers (when Mommie & Daddy owned the business. Then turned it over to the Kid who ( by all these negative reviews) doesn't give a damn about his customers. I still have the cover, I loose a lot of heat because it doesn't fit properly and it's a pain to take off and put back on because I couldn't use the lifter But I guess I learned the hard way, READ THE REVIEWS, Spend the extra money for the Right cover! They Are Wrong, Bad people! Never again!
Erik
Horrible customer service, don't stand behind products.
Spoke with Mike Goad, AKA MG through email. The email actually doesn't mention his name, and he signs emails as "MG". These covers SUCK. I paid extra for a double wrap vapor barrier that failed and became water logged inside of my warranty period. He said the cover was not covered under my 3 year warranty. How can something i paid extra not be covered by 3 year warranty??? He offered me an 8% discount to purchase a new cover.. 8%!!!!. He was advising that I spend another $450 and receive a $36 discount for all of my troubles. Why would i spend another penny at this worthless company. Will be filing a complaint against with the BBB, and any review site i can find.
Brandon
Poor business practices
I ordered parts from this business online and did not receive any order confirmation. Email attempt to reach them was not returned. Called and was told that order "might" ship sometime the following week. Considering the parts are for the heater and the lack of a solid shipping date, I could not wait for the parts and asked to cancel the order. I was told the order could not be cancelled because it was a "custom" order. Just like not being informed of at least a two week delay in shipping, I was at no time informed that these parts were "custom." They just cited their return policy regarding custom orders and refused to cancel the order. Still have not received the parts nor confirmation of them being shipped. Shady business practices!!! Stay away!!!
Anonim
Horrible experience
I bought a cover that had very poor workmanship. I took pictures and sent them to the company. I was told that the defects in workmanship would go away after spending 90 days exposed to the weather. I waited the 90 days and nothing changed. I called back and they asked for pictures again which I sent. I was told that it met industry standards and they would not do anything. I couldn't believe that they made me wait 90 days and never intended to make it right. My credit card company refunded my money after an investigation. The cover looks bad but still functions. I would have worked out an appearance allowance with them and and let them keep part of the money if they would have tried to work with me but they were determined to make me accept a defective product.
Vashti
Horrible customer service and owners
DO NOT BUY ANYTHING FROM THESE CROOKS. YOU WILL BE SORRY. zero *** stars.