Jim
For Sale: Our Ethics, only $195
The Low Cost Spa Covers replied saying they replaced the inserts of the spa cover under warranty and that I agreed to the $195 shipping. It was only when I received the replacements and proceeded to take out the old inserts that we discovered the long slit in the vinyl cover of the actual insert. When we receive the whole cover new, it arrives fully assembled and it is not necessary to remove them for our own inspection - but, apparently, you should. The damage to the internal vinyl covering the insert itself (not the outer cosmetic cover) was neatly split for about 5 feet in a straight line. That didn't happen while it was in the outer cover. It had to be installed that way and, clearly, nobody inspected it as it would easily be seen. As for someone intentionally slicing it at the factor - who knows. But there is no doubt that it was split before the factory ever shipped it to me. Now the assertion that I agreed to the $195. I did believing that there was some type of factory failure. When I found it appeared to be intentional and not a failure with the 5 foot long slit, that is where I wrote Low Cost Spa Covers to send them photos showing them what was the result and had their poor inspection or negligence or intentional cutting the 5 foot gap in the vinyl missed the obvious. That is when I felt that that poor, damaged product that was shipped to me in the first place resulted in me having to pay the $195 shipping. A cost I would not have incurred had their QUALITY CONTROL INSPECTORS actually preventing the damaged product from leaving the factory. Yes, I have used you folks for a long time - you say 15 years - probably. I've had spas since about 1998 and have replaced a lot of covers. My business is the successful marketing of luxury homes, and a lot of them have spas and I have recommended you to them. Next time, I'll just show them an internal photo of your work quality and suggest they should look elsewhere for a more responsible vendor instead of a vendor trying to explain away the obvious to try to save $195 that I should not have had to pay had I received a spa cover w/o defect. That is just a poor business decision on your part and I'll do my best to make sure to recommend another spa cover vendor. ================ this is my first feedback below. Don't use them. Here is my eMail to them after they refused to refund my shipping cost paid of $195. This after showing them photos of intentional damage and poor workmanship of the two spa inserts when it left the factory. Thank you for your response. I appreciate your acknowledgment of the feedback and the time I spent documenting the issue used to benefit you as well as myself. However, I must express my deep disappointment in your company’s position and the unwillingness to take full responsibility for what was clearly a quality control — or worse, ethical — failure. Let me reiterate the facts: Upon opening the outer cover to replace the failed foam inserts, I discovered that one insert had a clean, deliberate cut, of about five feet, through the vapor barrier — damage that could only have been done intentionally and caused the premature complete failure of your spa cover insert. There is no plausible scenario in which this could have happened accidentally or gone unnoticed during a proper inspection by your crew. The second insert had sealing defects significant enough to allow moisture intrusion, which they did. While I respect your assertion that “all products undergo thorough inspection,” that statement is irreconcilable with the condition of the inserts I received. Whether the issue stems from negligence or willful sabotage, the fact remains that a defective product was shipped to me and failed prematurely as a result. The damage was clearly factory-originated, and I provided photographic evidence supporting that. To then charge me $195 in shipping to replace defective inserts — inserts that failed due to what appears to be intentional internal damage — is, frankly, unacceptable. The unwillingness to refund that shipping fee speaks to a lack of accountability that undermines your company’s stated values of pride and quality. I am realistic and did not expect your agreement, but I did hope for better integrity. I’ve done business with many companies, and when a serious manufacturing failure is identified — especially one suggesting intentional employee misconduct — the response is typically more proactive, customer-focused, and ethically grounded. While I do not expect further action from you at this point, I do want it on record that this situation was mishandled. I hope your leadership team reviews this incident seriously, investigates how such a product left your facility, and strengthens your inspection and ethics protocols so that future customers are not placed in this situation.
Response from LowcostspacoversMay 18, 2025
Hi Jim, We appreciate your feedback and the long history you've had with our products over the past 15 years. We're genuinely sorry to hear about your frustration and disappointment. When you contacted us in January 2025 regarding a warranty claim for a spa cover purchased in September 2023, we took your concern seriously. Although it is extremely rare—and nearly impossible—for a defective cover to leave our facility due to our quality control process, we honored the warranty without hesitation. We charged $195, which was not a fee for the replacement itself but simply covered the cost of shipping new foam inserts to you. This was explained at the time, and you expressed your satisfaction with that resolution in your communications with us. We understand you later raised concerns about what you believed to be damage originating from the factory. While we reviewed the photos you provided, we respectfully disagree with the assessment that the damage was intentional or due to ethical failure on our part. Nonetheless, we did not dispute your warranty claim and moved forward with replacement because customer satisfaction remains our priority—even in situations where fault is unclear. We stand by the integrity of our team and the quality of our inspection processes, but we’re always looking to improve. Your feedback has been noted and shared with our leadership. Thank you again for your business over the years. Reply to edited review Thank you again for your additional comments and for providing further context around your experience. We truly regret that you were disappointed, especially given your long-standing relationship with us. To clarify: at the time of your warranty claim, the cause of the issue was unclear. We responded promptly, honored the warranty, and shipped replacement inserts at our expense, only charging the actual freight cost of $195—something you acknowledged and agreed to in good faith. You later reported discovering a 5-foot slit in the vapor barrier of one insert upon removing it from the cover. While we cannot confirm how or when that damage occurred, it’s important to note that if the insert had been shipped in that condition, with such a large breach in the vapor seal, you would almost certainly have seen signs of waterlogging and sagging within just a few weeks—not over a year later. This timeline is inconsistent with a factory-originated defect and suggests the damage may have occurred sometime after delivery. That said, we did not dispute your warranty eligibility. We replaced the inserts without charge for the product itself and only passed along the freight cost—something our warranty terms clearly outline. We did this because we prioritize taking care of our customers, even in cases where responsibility is not clearly established. We respect your opinion and understand your frustration. Our team performs quality checks on every product that leaves our facility, and we are constantly working to improve our inspection protocols. It’s unfortunate that this situation has changed your perspective, but we stand by the fairness and integrity of how your claim was handled. We value the years of business and referrals you’ve given us and sincerely hope your future experiences—whether with us or another vendor—are positive