OLDSMAR, FLORIDA -- This is the second cover I've ordered from here. I received exactly what I specified and in a timely manner. The managers at Solis communicated during the building and shipping process. Ordering online was super easy, very detailed and informative. Tracking of the shipment was helpful. We purchased the top model with all the extras and are delighted with it. We like that the side flaps are separate for each side and not wrapped around the corners. Quality of the cover is excellent.
OLDSMAR, FLORIDA -- Customer Satisfacton and Delivery Times are BIG LIES!!!!!
This company states on their website that they will deliver you spa cover in 10-14 business days. I ordered a cover on Dec. 10 and the cover was not even started to be manufactured on January 4th. I originally sent an email to the company asking about my order on Dec. 24th, 14 days after the order, inquiring about when the cover will be delivered hoping to have someone available over Christmas to accept delivery. I received a rude email back stating that they had 10-14 business days to deliver this spa cover to my house. Since this email was sent 14 calendar days and not 14 business days after the order, I realized the company was within their limits and dropped the issue at that time. On January 4th, 15 business days (excluding 2 holidays for Christmas and New Years) I still did not receive this spa cover. I called the company and inquired about the order. The lady who answered the phone told me that they should be able to start to manufacture the spa cover the next day. Realizing that they had not even started on this cover, I asked her about the delivery in 10-14 days. She stated they it was over the holidays and they have been busy. She said do you want to cancel your order. I told her no, I did not want to cancel my order, I just wanted my cover delivered in their specified time frames that they post on the website. I asked her if there would be a discount to me for late delivery. She then said your order is canceled and she hung up on me. From then on, they would not answer any phone calls or faxes from me. On the next day I contacted the owner of the company, Brandon, through a live chat. This live chat was available from their website. He also stated that since I was not happy with the delivery, the order is canceled. A copy of this conversation is available to anyone who would like to see it. A portion of this conversation will be added at the end of the complaint.
This company has numerous lies on its website, it guarantees delivery but if they do not deliver, they just simply cancel your order. They guarantee customer satisfaction, but they will not talk to you and they will hang up on the phone if you do get in touch with them.
Live Chat Conversation
Brandon : Have nothing to say sir. Your order has been cancelled.
Mark Schultz : so you are solely upon yourself breaking the contract due to you not being able to fullfil your contractural obligations?
Brandon : NO refund, NO discount. Cancelled.
Mark Schultz : You are the owner, correct
Brandon : Your complaint is we took to long. So we cancelled because your upset with us. No need to do further bus.
Mark Schultz : I did not cancel the contract, you did without any consideration
Mark Schultz : And my complaint is that you did not fulfill your end of a contract
Mark Schultz : plus false advertising on the internet
Brandon : We can refuse bus to anyone like any other corp. anywhere sir.
Mark Schultz : You acceted a contract and then voided it after you did not fulfill it
Mark Schultz : completely different
Brandon : Again. We apologize that it has taken longer than we shoot for. Your not happy. By from someone else. Your order is cancelled. It's not going to change.
Brandon : Try whatever avenue you like. No money has exchanged hands or been debited
Abusive customer. Verbally abused two associates. we choose not to do business with abusive persons or persons that use foul language. As you can see this person has posted multiple negative complaintes in efforts to harm our company. Precisely, why his order was canceled.
OLDSMAR, FLORIDA -- After calling four other spa cover companies, Solis Spa Covers came through with a specialist that had spa knowledge. The phone calls were answered by a person, were returned promptly by more live people, and they actually listened to me to help determine the size cover I needed.
Not only did Solis have my unusual (and old!) spa pattern on file, but they gave us an education about the workings of the spa cover. They were never in a hurry to end my many calls and he even helped us make sense of our unusual shape spa and why the cover had to match the special shape to function properly and save us money on our heating bill! Taylor and Max are very nice, and we'll use them again.