Anonymous

Slow production, delivery issues

I wish I could comment on the product, but that would involve actually receiving the product. Their website indicates your cover will ship in 10-14 business days. I am now on day 23 (business days, holiday and weekends excluded) and still no product. Order was placed on 5/24/2015, (24-hr) shipping notice was received 6/19/2015. Even the shipping carrier estimated delivery on 6/24/2015. It is now 6/25/2015. Tracking shows the cover has already been to 3 hubs. It started in Tampa, went to Orlando, then to a hub in Ohio. I am in Texas and there is a hub in Dallas! I realize Solis has little control over the carrier, but maybe they should not be using ForwardAir. Plus their production was way off the estimate. Now I can only hope it is received (eventually) damage free. With the number of transfers that is unlikely.
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Reason of review:
Problem with delivery
1 comment
Guest

did receive you cover yet.i am dealing with the same thing its been a month. Starting to get worried

Anonymous
map-marker Tempe, Arizona

Solis Spa Covers is an easy, no hassle way to get a great cover at a great price

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The Best Place for a Hot Tub Cover. I was very pleased with Solis. We knew we were looking for a spa cover and a neighbor recommended them to me. We called in and liked their selection but weren't ready to buy yet. We went back to Solis Spa Covers a few months later and found the perfect cover. It was exactly what we were looking for. The sales staff that attended to us was awesome and really helped us out with the options we were looking for. They really have everything you are looking for in a good quality spa cover.
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Pros:
  • Delivered on time
  • Informative regarding options
  • Communication
Reason of review:
Good customer service
Anonymous
map-marker Westminster, Maryland

My New Cover from Solis Spa Covers is Perfect!

My New Cover from Solis Spa Covers is Perfect!
Wow! Thanks a ton Solis your are a stand up group. I know that one of the most significant concerns about ordering a hot tub cover online is getting the finished product to the customer undamaged. In my case, the cover I ordered was delivered in perfect condition in exactly the estimated amount of time (2 weeks to build/ship). The cover is well made, great reinforced stitching, and fit perfectly. I'm very pleased with the company and the final product. Thank you for sending the extra material. I received it today and certainly am grateful for the quick response and overall outstanding service. Top notch spa cover as advertised!!!!! Thanks
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1 comment
Guest

Yeah right - stand up - what a joke. I highly doubt a customer would leave such a review as they are a scam.

Solis Patio, Pearl Ventures, Solis Spa. Yet Overstock still continue to work with them.

I am Stunned why Overstock would even partner with them. Scammers.

Anonymous
map-marker Pine Island, Minnesota

DOUBLE LAYER BAG DOESN"T WORK AND THEY DON"T BACK IT

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I ordered a cover and paid the extra that was required to have the top double layered. The double layer was SUPPOSED to give me a 5 year warranty. It has been a little over 3 years and I can barely lift half the cover to open it up. Half the cover weighs close to 100 pounds because it is so waterlogged. I have sent emails and called and left voice mail but have not received any response. They will not return emails or phone calls. I have tubs at three different homes and I am waiting to see what happens with the others. This has been going on for 2 months now and still no service. Horrible warranty service!
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Loss:
$369
Pros:
  • Cover when it first came
Cons:
  • Lack of response
Reason of review:
Poor customer service

Preferred solution: replace the waterlogged cover

1 comment
Guest

At Solis 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 our Warranty.

We are proud to have been in business for over 25 years making Spa Covers with less than 1% warranty return requests.

Unfortunately, this person posted the comment as "anonymous" we do not have any record of this situation or similar situation occurring recently. If this person is in fact a customer of ours we welcome them to contact us direct so we may resolve the issue.

Jodell Vla
map-marker Montreal, Quebec

Solis Spa rip off

We in good faith ordered a new spa cover from Solis who`s website states get the new cover in 10 days or less. We patiently waited for the new cover which eventually arrived 31 days after ordering and it showed up with a large hole in the box and the cover. The freight company returned the cover to Solis and we again contacted them about the damaged cover and they promised to expedite a new cover and send tracking information by the end of the week. We did not hear a word and as the next week was coming to an end we contacted our credit card company in fear we would not receive another cover. We sent 2 emails and left 3 voice messages asking when the new cover would arrive and no one returned a call or email. The 2nd cover shipping notice came 3 weeks after the 1st cover was returned and it too was defective so we took photos and emailed the company. The initial response was that we did the damage. We asked them simply to replace it with a good cover as this one has a bad sewing of a seam and it is separated where sewn. If they did not want to replace it we were more than happy to order from another company and we would return it as it is not going to hold up as delivered and after I left town for work they asked for the return of the cover. I replied I am out of the country for work and will contact them upon my return to make arrangements for pick up. Below is the response from Solis. "Good afternoon, We have filed a theft cyber shoplifting report with Internet Crime Complaint Center (IC3) Federal Bureau of Investigation, the National White Collar Crime Center, as well as, theft report with the XXXXXXX County Sheriff. All further communications will be handles through those offices or our through our attorney Jane Malyszka at 412-424-****.You has a chance to handle this properly" I do not recommend this company to anyone and I have filled a complaint with the better business bureau about this company. While on the BBB website I reviewed the other similar complaints and this seems to be the method they use to try to demand money from consumers. Solis has a "C" rating and we have since ordered from another company with an "A" rating. I only wish we would have looked into this further and read the other reviews of this sub standard outfit. Be warned, you don't get what you pay for and you will wait a long time to receive the goods which is not what the website appears to promise.
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Loss:
$379
3 comments
Guest

Again the blame of the customer continues, as you can see from my first post I was in Canada so there was no one home to handle the return. I did tell this to Samantha and she did not accept the fact it would be 2 weeks before I could return the cover. As promised I called the contact person she left the number for upon my return and have gotten no response as to when the driver will pick the defective cover up as I have NO INTENTION of keeping the poor quality cover. The next false statement from Samantha is I filled a damage claim with the trucking company. This was from her direction see her email here

" The damaged was either caused during the transit or after you accepted delivery.

If you would like a complete new cover you must file a concealed damage claim with the carrier. The carrier will retrieve the damaged cover and pay you for a new one.

Since, you accepted the spa cover free and clear (no notation of damage) we are not able to file the claim for you and send a new cover. The claim must be filed on your end since you have possession of the product.

We will also be happy to repair the skin portion of the cover for you or send you a patch kit.

We take fraud very seriously. If you dispute your charge and do not return the cover to us you will be pursued legally.

Thank you,

Samantha"

So following Samanthas instructions I am accused of being fraudulent! This company is not pleasant to work with at all. I did also send Samantha an email today requesting a pickup date of the cover and again no reply. That email had my contact at the Florida Better Business Bureau copied on it as well for proof I am making every possible attempt to return the defective product. Be warned Solis Spa does not deliver as promised nor are they willing to pick up the defective goods they try to sell unaware consumers.

ramjet
reply icon Replying to comment of Guest-694730

It actually sounds more like you are not pleasant to work with.

Guest

Unfortunately, this customer ordered a custom cover from us, took delivery of the custom spa cover then disputed his credit card charge and refuses to return the cover. We have attempted twice to retrieve our cover from this customer, to no avail.

The customer has had time to dispute his card charge, but apparently has no time to allow our driver to pick the product up for return. We have been forced to file a theft report with the Fond du Lac County Sheriff and the FBI's cyber theft unit in efforts to retrieve our stolen product and resolve this situation. To add insult to injury, this customer has filed a "damage" claim with the carrier and will profit over $600 from this act of fraud.

This customer had multiple chances to be honest and forthright. Sadly, instead he has stolen from an American company that supports its community and American workers.

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Anonymous

Compliments to Solis Spa Covers

I just wanted to tell everyone how happy I am with my new spa cover! I called around to several different companies and no one was able to help me with my cover size. Solis knew exactly what cover size I needed. The resulting product had great workmanship, great materials, great quality, great fit ... it is just perfect. I am so glad that I used Solis Spa Covers for my replacement spa cover... their "replacement" is much nicer than my "original"! Thank you so much to Solis for providing me with a hot tub cover that was much better than described.
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Anonymous
map-marker Laconia, New Hampshire

Terrible service

The dimensions given to Solis were constructed wrong. They said they would make it right by only charging me for shipping on the corrected cover. I received charges of 228.00 dollars for shipping. Wow!! They will not answer e-mails and if you call they are very rude and will not let you get in a word. I am out the original price of the cover and have nothing to show for it. Doing business with this company is a *** and I would highly advise using them. You are better of going to a local company and paying another 30.00.
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Loss:
$390
2 comments
ramjet

This type of report is why I rarely pay any attention to on line reviews, you can't believe a thing people say.

After reading the company reply, I may well order our new cover from Solis, it sounds like a good company to me.

Whoever said 'the customer is always right', was a fool and is probably out of business.

And, no, I have nothing to do with this company -- yet.

Guest

Mr. Perry,

You acknowledged ordering your cover incorrectly via email please see below email. In good faith we offered you several solutions in efforts to help you correct your ordering mistake at a minimal cost. You even accepted our offer to exchange the spa cover for you (no charge for the spa cover, only request was for you to pay the shipping costs), you also told us via email that if we did not absorb all of the replacements costs you would post negative reviews on the internet, also please see below email. I see you have now done so.

Even though you feel it necessary to post false negative reviews on the internet of offer to help you correct the ordering mistake still stands.

Samantha

Re: Spa Covers - Shipping Rates for Exchange

Priority: Normal Date: Thursday, November 21, 2013 10:48 AM Size: 4 KB

Hello Samantha: For whatever reason I cannot open the pdf. I find it hard to believe you can be profitable manufacturing these covers at this shipping rate. It would appear I have no choice but to pay the freight. Upon further review I have checked epinions.com and some other reviews and you have an unusually high number of dissatisfied customers. I am solely at fault. If you do not see your way to assume some of these charges I feel I should include my story on some of the internet review sites. Please give me a ship date and any changes you see fit to include.

Thank You Steven Perry

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Anonymous
map-marker Canon City, Colorado

Check out their Better Business Rating

Solis does nothing but lie. I have posted on here before. They don't believe cheating their customers will hurt their business. If you check out their Better Business rating you will see I am not the only one they have screwed. Steer clear they are thieves. Their big scam is to offer to correct the problem if you pay to send the cover back. Well that is almost as much as a new one would cost. How do they explain refusing to speak with a customer. Very obvious through the Better Business Bureau they have cheated several people or their rating would not be so poor.
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Loss:
$450
2 comments
ramjet

Actually, I did check the BBB rating for this company and it is B+. I consider that a pretty darn good rating.

Guest

It is unfortunate that you have the time to keep harrassing Solis. How many times do you need to post?

We get it already. Try using this forum for its intened purpose.

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Anonymous

Solis- The worst customer service!!!!!

I spent nearly $500 on a new spa cover. It arrived and the stitching on one side was crooked and several big wrinkles were sewn into it. It looks like the vinyl wasn't stretched properly. I called the company and was advised that I would have to e-mail a photo to the warranty department. I sent a detailed explanation and photo. Two days later I heard no response even after leaving a phone number. I sent a follow up email expressing my disappointment about not being contacted. I then received an email by somebody who didn't leave a name. They accused me of making a threat and said they don't tolerate customer threats. I never made any threat and I am extremely shocked and disappointed. This company has the worst customer service and numerous complaints with the better business bureau. I should of done my homework- Beware!!!!
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Loss:
$469
1 comment
Guest

Just to clarify, yes there is a minor pucker on the top of the cover that in no way shape or form deems the cover unusable or harms the integrity of the covers performance.

The owner of our company has left you several messages offering to swap the cover out for you immediately at no charge. He has also stated he would offer you a discount if you would rather not exchange the cover. You have not responded to his phone calls.

Despite your review, our offer to exchange the cover still stands. Please contact us at your convenience.

Thank you.

Solis Mfg

Warranty Dept.

Arliss Xuq
map-marker San Bruno, California

Hot Tub Cover Discolorization

Solis Spa Covers - Hot Tub Cover Discolorization
Solis Spa Covers - Hot Tub Cover Discolorization - Image 2
Solis Spa Covers - Hot Tub Cover Discolorization - Image 3
Solis Spa Covers - Hot Tub Cover Discolorization - Image 4

We ordered a hot tub cover from Solis Manufacturing. After having the cover for about 3 months I started to notice discoloration and degradation on the inside of the cover where it's exposed to water.

Our hot tub is about 12 years old and had 3 previous covers. None of the previous covers had any issues related to the inside of the cover.I sent photos to Solis indicating the problem and describing the problem. I received a generic response email pretty much saying the problem was due to over exposure of chemicals we added to the hot tub. We have an ozonator and use a little bromine.

That's all. After calling Solis to follow up on the issue ...twice... I was informed that ozonators are a thing of the past, that no one uses them anymore and that was probably the problem. Solis suggested I send the skin back to them for analysis.

Sending the skin is next to impossible for me since the temperature here is below freezing half the year.

I called the company that sold us the ozonator and they confirmed that ozonators are not a thing of the past and in fact are very popular.Basically, Solis is telling me it's my fault, blaming it on the chemicals, which is ***. DO NOT BUY A HOT TUB COVER FROM SOLIS!!!!!

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Loss:
$365
cfjcc C
map-marker Canon City, Colorado

Made the wrong Spa Cover

My experience with this company was by far the worst I have ever encountered from any company whether it be in person or on the internet. Before ordering I called to make sure they had the pattern of my spa cover based on the spa make and model.

I was told they had it. I ordered the cover and when it came it did not fit. I immediately called the company. I was told to send pictures which I did.

From that point on they refused to talk to me. I had to trick them and use different phones so they would answer my calls. Not once was I given the opportuntity to speak to a customer service person. I was told through an email if I wanted to pay for the shipping I could send it back.

The cost of the shipping was almost as much as the cover cost. They know that so that is their scam.They had the wrong pattern, ignored the information I put on the order form, refused to talk to me. As a last effort I offered to pay a third party of their choice to come and evaluated the cover. I did this through the Better Business Bureau.

They wanted no part of that. The fact the cover was made wrong was not as bad as being treated like dirt. They do care about customer service. There were times I called and they would answer as the US Olympic Committee when they saw my name on their caller I.D.

screen.

That in itself shows the mentality of the company. I would never, never, never buy from this company again.

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Loss:
$450
3 comments
Guest

Why is this person posting multiple reviews about the same thing?

Guest

the experience that i just had 29 aug. 2012 **** am with the person jennifer who just answers the phone and is not a professional in the matter of spa covers or a specialist in this field should stick to what she does best just answer the phone !!!!!

also after they lied about my cover cut outs after personaaly talking to her and samantha about cutting out the corners so i could listen to my music i call my lawyer aunty h to take care of this in court ps you are right she also hung up the phone twice on me and told me do what i have to do !!! i will,and god bless the consumers who were treated like *** and lied to by this person gods watching you

Guest

Customer did not follow directions and refused to take responsibility for their mistake. We recommend measuring the spa even if you know the make and model as there can be many variations and there can be mistakes on the spa sellers part as in incorrect model information.

Measuring the spa will eliminate such problems.

We offered to exchange the cover for the customer, to no avail.

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