Factory Direct SPA Covers

I was ready to buy and went looking for reviews

Sounds like the same thing I went through, only he told me he had gotten some bad vinyl and for 1/2 price he would make me a new cover because I used bromine in my spa which voids the warranty. Total ***

At Factory Direct Spa Covers we take customer service very seriously. We understand it can be frustrating to address Warranty issues and the majority of our 100,000+ customers understand they are responsible for adhering to the terms of the Warranty. We are proud to have been in business for over 30 years making Spa Covers with less than 1% warranty return requests.

Just to clarify the details in this review. The customer paid $369 for our Heavy Duty Cover in March 2008. When he contacted us almost 4 years later he admitted that he used a floating chemical dispenser that is meant for pools. The problem is that using pool floaters in a covered hot tub causes chemical gasses to build up which burns the bottom vinyl and degrades the vapor barrier that keeps the foam from becoming waterlogged. Not to mention how it affects your health! Which is why we recommend and only warranty for chemicals used correctly.

However, we agreed to make an exception and replace all but the chemically damaged portion of the cover at our cost, despite the fact that the use of improper chemicals violates our Warranty.(Just like ALL Cover Manufacturers exclude Chemical Damage and Shipping Costs from their Warranty). We strongly encourage our customers to read our warranty and our competitors.

We agreed to replace both the top vinyl and the foam inserts at our cost. The ONLY cost we could not agree to accept was for the bottom that was damaged by the improper chemical use and the cost for shipping. We agreed to charge only $85 to replace the bottom portion. The bulk of the cost is for shipping which is $125. We also offered to let the customer arrange and pay for shipping on their own. Even though we agreed to accept more responsibility than we were obligated to do, it seems that nothing other than giving them a brand new cover at our cost is going to satisfy this customer. Which is something no cover manufacturer would do. Since we cannot satisfy everyone, in this case we will have to settle for 99% satisfied customers.

Dear Spa Owner

We realize this occurred almost 4 years ago, however, we'd like to respond. FDSC is family-owned. We have been in business for over 25 years and have manufactured almost 250,000 spa covers. Due to health issues the company was poorly managed by non-family personnel from 2008-****. We are reaching out to apologize and offer a substantial discount an any future purchase. www.hottub-covers.com

WE OWE YOU A REPLACEMENT COVER--PLEASE CONTACT US