Purchasing a hot tub cover is an investment in protecting your spa and maintaining its efficiency. Spa Mate is one of the companies offering these products. This article delves into a customer's experience with a Spa Mate cover, examining the issues encountered and providing background information on the company.
A Customer's Ordeal
Two years ago, seeking a more affordable alternative to Hot Springs' cover, a customer opted for a Spa Mate cover. Initially, the phone interactions were pleasant, with Spa Mate emphasizing the importance of inspecting the cover upon delivery for any potential damage. However, the actual experience deviated significantly from these initial assurances.
Delivery and Initial Inspection
The customer was at work when the cover arrived, but his wife was present to receive it. She reported that the box was visibly torn, though neither she nor the driver could immediately identify any damage to the cover itself. Upon returning home, the customer discovered the packaging consisted of minimal protection: a half-inch of styrofoam on the top and bottom.
Fit and Installation Problems
The customer's troubles escalated during installation. The cover turned out to be four inches too long, making it unsuitable for the hot tub. Further complicating matters was the cover lifter. The cover has two metal plates inside designed for mounting the cradle of lifter, but one of these plates was bent and unusable. The location of the bent mounting plate coincided with a rip in the delivery box, suggesting damage during transit.
Customer Service Failure
The customer documented the damage with photographs from multiple angles, clearly showing the torn box and the bent mounting plate. Despite this evidence, Spa Mate allegedly blamed the customer for the damage, claiming the cover appeared fine in the pictures and asserting that the customer should have rejected the delivery.
Read also: Replacing Your Watkins Spa Cover
A Shift in Quality?
The customer's research suggested a decline in Spa Mate's quality, with past customers having better experience when "Mommie & Daddy owned the business". This perception highlights the importance of considering recent reviews and experiences when making purchasing decisions.
Spa Mate: Company Overview
Spa Mate began as a small business in 1979, founded on the principle of providing high-quality hot tub covers at affordable prices. According to the company's website, this commitment to quality and value remains central to their operations.
Business Details
- Business Name: Spa Mate
- Phone Number: (800) 923-7330
- Address: Kansas City, Missouri, United States
Offerings
Spa Mate has grown into a significant player in the hot tub cover industry, shipping products across the United States and to several foreign countries. In addition to spa covers, they offer a range of accessories, including:
- Spa cover lifts
- Steps
- Filters
- Parts
- Chemicals
Connecting with Spa Mate
Customers can connect with Spa Mate through their website or other platforms. Houzz, for example, allows users to view their profile, contact them for quotes, and read reviews from other homeowners in the Kansas City area.