[X]
Write ReviewJump to 
2
Helpful
Votes
Votes
Solis - Hot Tub Cover
Hot Tub Cover Discoloration - Complaint
Review by jimmyhly on 2013-03-02
Rating: 
FLORIDA -- 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 sell as many now as in the past.
Basically, Solis is telling me it's my fault, blaming it on the chemicals, which is crap. DO NOT BUY A HOT TUB COVER FROM SOLIS!!!!!
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 sell as many now as in the past.
Basically, Solis is telling me it's my fault, blaming it on the chemicals, which is crap. DO NOT BUY A HOT TUB COVER FROM SOLIS!!!!!
#1
Comments:
Posted by jktshff1 on 2013-03-03:
Where in FL is it below freezing 6 months of the year? It's not that bad in TN.
Posted by Samantha on 2013-03-06:
Upon reviewing the photo of this customers spa cover we found that the cover has been chemically burned on the underside.
The damage located on the underside of the cover (shown in the photo as the white discoloration in the center)
The damage located on the underside of the cover (shown in the photo as the white discoloration in the center)
Posted by Jim on 2013-03-07:
As I have stated before to Solis verbally and in writing, I DID NOT use excess chemicals or shock the water in the hot tub. We use a ozonator that is sized for the tub. It's either on or off, there's no adjustment. We have been using the same combinations of chemicals, an ozonator and bromine in the tub the last 10 years and haven't had any issues with the previous covers.
And just to be clear…Solis NEVER offered to repair the cover, especially for no cost. Again, I can't ship the skin back to you. It snowed here yesterday and the overnight temp was in the mid 20's. Even if I drain the tub, there's still water below the bottom of the tub that will freeze. I suppose I could wait and let this linger out until mid summer, but I don’t need the frustration.
Writing a review on my experience with Solis is not bullying. I wrote it out of pure frustration. Frustration with the customer service with Solis. Or lack of customer service. Solis is no Zappos or REI that’s for sure.
In the future I’m not going to flip a coin or pick a company based solely on price. If I had done a little research on Solis and saw the BBB gives you a “C” rating I would have gone elsewhere..
Cheers,
Jim
And just to be clear…Solis NEVER offered to repair the cover, especially for no cost. Again, I can't ship the skin back to you. It snowed here yesterday and the overnight temp was in the mid 20's. Even if I drain the tub, there's still water below the bottom of the tub that will freeze. I suppose I could wait and let this linger out until mid summer, but I don’t need the frustration.
Writing a review on my experience with Solis is not bullying. I wrote it out of pure frustration. Frustration with the customer service with Solis. Or lack of customer service. Solis is no Zappos or REI that’s for sure.
In the future I’m not going to flip a coin or pick a company based solely on price. If I had done a little research on Solis and saw the BBB gives you a “C” rating I would have gone elsewhere..
Cheers,
Jim
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!