madrusshn S

Failure to Back Warranty for hot Tub Cover Lift

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Updated by user May 11, 2020

CNY never took any action. BUT....

the manufacturer stepped up to the plate.

replaced the parts needed. Beefed up the shocks/struts and said the supplier I bought from them is not supposed to be retailing the product.Kudo's to UltraLift who took charge.

Original review Apr 10, 2020
I purchased the Ultralift 2-25-2019. Product name Vision Lift Spa Cover Lifter 5 Year Warranty. Manufactured by SMP Metal Products aka ULTRALIFT aka Ultra Pool and Spa. Note that I purchased the Spa and Cover that were delivered Dec 2018. I had the tub running on or about Jan 1, 2019. I think all would consider that between Dec 2018 and delivery of lift in Feb/March 2019 one could consider the cover and tub new. Notice of start of failure given Feb 22, 2019. I would say 90% failure as of this writing. Several communications since Feb thru 4-9-2020. I was advised to go buy Stainless Screws, the problem may be the cover is too heavy (no mention in warranty), that I may be close to the shore (referring to corrosion) I live in Crofton, MD. I asked for screw size... was told to take what I had and go to the hardware store. (Does that void a warranty?). The warranty states nothing about a weight limit, the gas struts on the system state they are 100Lb. The retailer just recently said that 40 pounds should be the max for the cover. The instruction manual to install has adjustments for thickness and my cover easily fits the parameters. But nothing in the instructions give a weight limit. The manufacturer ceased the manufacturer of product in Jan 2019, as I recall (I realized that April 2020 when I did more research). The most recent exchange surprised me on 4-8-20 and my response follows" HI again -So now I see the issue your cover is obviously TOO HEAVY. Thanks for the pictures as it shows me exactly where the metal has stressed and expanded where the screws have pulled out. As I mentioned previously I suspected your cover was overweight and now it's confirmed. You should not be buying this cover lifter because your cover is getting too heavy to manage; you should be buying a lifter when your cover is NEW, to prolong the life of it and lkeep it off the ground and away from getting scuffed and ripped. I am sorry but this is not a warranty issue. I suggest you buy a new cover, replace the screws as I explained, and get a long life out of this product.- Stefan" My response "Stefan,I bought the lift when the hot tub was new. The HOT TUB came with the cover. The tub and cover were delivered in Dec 2018. I bought the lift in Jan of 2019. This would be considered NEW.I do not keep it on the ground, except when open when lift is used (on a concrete pad with rubber mats on the concrete that the cover rests on, to keep from scratching)The cover is in good condition. Nowhere in the warranty does it have a poundage limit. But the instructions on install does have a thickness guide. Where do you come up with your assumptions? What is your definition of new? This is as a ridiculous response as I have ever heard from a retailer. I will start addressing these matters elsewhere."
View full review
Loss:
$225
Cons:
  • Poor customer service
  • Poor warranty service

Preferred solution: Deliver warranty service (The manufacturer has been contacted as well - but remain silent) OR very accepting of paying a DIFFERENCE for a beefier system that can handle the cover w warranty (I would pay DIFFERENCE) OR supply a full refund of $225.

User's recommendation: Do not use this retailer. In all my years (62) the most rediculous and unsubstantiated comments.... Do not buy this product unless you have both of the following.... 1) Very Light Cover 2) Two people to operate it (one on both sides) . I ordered this lift so I could use it myself. The product is not beefy enough for single user.

1 comment
madrusshn S

Just an added note. *) This lift was designed and promoted as allowing the cover to rest on the ground on the ground to have a 360 degree view - the main reason for this purchase (the online advertisement also has a young lady opening the cover and lowering the cover to the ground) *) The manufacturer has been UNresponsive with a call, emails cc'd to them, and an online complaint through their portal.

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