Sundance Spa Cover

Oct. 1, 2007

DO NOT BUY ANYTHING FROM MONTEREY SPA AND STOVE!!!

I have had a horrible problem with Monterey Spa and Stove. Since May 2007. I ordered (after looking at other spa companies to replace at a lower cost) decided to by a new spa cover at a higher price from Monterey Spa and Stove to replace the "old one" (July 2002) as the spa was originally bought from them. I was traveling I asked ALbert (who was always good at helping me with any spa needs I had since 2003)over the phone to order the exact spa cover and same color GREY. He had all the past information regarding this spa. This was done all over the phone and too be as it was as brought from this company. When I had the first opportuniy to see the cover, it was WRONG! Flimsey foam a light white greyish color, NOT GRAY. I immediately went in to talk to Albert and he wasn't there. July 28, 2007. There was a Lady named Rose. I explained this wasn't the right cover that was on the spa and what I ordered. I wanted it to be made right or some adjustment to the price. I paid $419.00 and got a lesser quailty cover and thr wrong color. She just wanted to argue with me that this was the cover that was on the spa, that was what I ordered. Interesting as she wasn't out there looking at my cover. Albert ordered what was on the spa as before. I tried to explain I ordered it over the phone with ALbert to be the same cover as I was replacing. How many ways can I continue to say, explain IT WASN"T THE SAME COVER. Rose just was rude beligerent and wanted to argue. And that I would have to call the manufacturer!!! (why would I call the manufacturer they were the ones ordering and using as their vendor.) I had to be out of town and at my latest return into town Sept.12,2007 I went back to talk to ALbert. I looked at the spa cover in the store and said the cover delivered to me WAS NOT like these cover at all and that the covers in the store was what I had had on the spa and was to be replaced the same. Good quailty foam and Gray. He said he would send out the spa service delivery person to look at it. This was Sept. 13, 2007. The man came out and agreed it was not the same cover as before and that it was a filmsey cover and the foam could be crushed under your hand and it was wiggely in the middle..the other man with him was the Owners son agreed so I asked him to take care of this, but the main man said he would let ALbert know and would have Albert call me. He assured me he would and then I again asked him to have ALbert call me. When I didn't hear from ALbert for a day I called him and he didn't have any notice to call me. Albert stated the guy told him the cover was okay. This is not right. ALbert told me to call the manufacturer Idea Spa Cover, 714 871 2999 ask for Rosa, as she doesn't like him. Sept. 17, 2007, The manufacturer is Idea Spa, To ask for Rosa, I did, she blew me off stating she only made what the order said. Mind you I did not have a copy of the order so how could I discuss that. I called back to ALbert on 9/17/2007 Albert wasn't there. Sept. 28, 2007 I reached ALbert explained what Rose said and that she said I had to call Albert. ALbert was getting ready to leave for a week and would have someone call me. I received a call today Oct. 1 2007 from Rosa Monterey Spa and stove. She said there is nothing she could would do, this was the same cover I had on the spa..IT WAS NOT, was rude defensive wouldn't listen to me or to the fact this was not the cover that was on the spa and to be replaced the same. She just kept saying she was going to hang up she said this about 5-8 times as I tried to ask for an adjustment to the lesser foam and lesser quailty spa cover..she just hung up. I have made a call today to Sundance Spa Headquarters and left a message concering this. I will do everything I can to let the public know NOT TO DO BUSINESS WITH MONTEREY SPA AND STOVE until or if this situation becomes resolved in some part as to my customer satifaction. I have exact details, dates, times etc to take this further..just want to put the public on notice to BEWARE DOING BUSINESS WITH MONTEREY SPA AND STOVE!!!

Comment On This

It pays to look at the product before buying it. I have bought spa cover's before from after market companies and sure they dont use the same density foam as the manufactures, nor do the colors match specifically but your not paying 600 dollars for it either. I priced one from the spa manufacturer and that what I was quoted. To me the main concern is does it fit. If it was to big or to small I could see raising concern about it but seriously because of the color. This person has obiously spent too much time bad mouthing this company.

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Thank you so much for posting this and going into such detail. I will never order from them so at least you saved me from wasting my money. I had a similar experience with spa-mart.

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I have been a customer of Monterey Spa and Stove for 10 years and have bought both a stove and a Sundance Spa from this dealer. I have always been treated with the highest respect and courtesy. I really can't even make heads or tails out of the complaint as the complaintant has difficulty in clearly expressing themself. First I would never EVER order something that deals with color or size without looking at a sample prior to purchase. Manufacturers constantly change color batches and no color will be exactly the same, especially on a product that is 5 years old

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thanks for the information, I live in the monterey bay and I've been by monterey spa and stove several times, needless to say I will never go there again.