Complaint Review: Prestige Spa Covers

I purchased two hot tub replacement covers from this company within one year.  The first was purchased in May of 2011 for $401 and did not last even one year.  I did not try to use the 5 year warranty as I wanted to replace the cover with their highest end "walk on" cover, which I did for $591 in May 2012.  The cover is water logged and sagging, I called to file a complaint and expedite the five year warranty and I was told, for the first time, that the warranty is a pro-rated warranty and that in order to receive a new cover I would need to pay $241 for the new cover and $96 for shipping.  They want me to send them nearly $350 for a new cover when the last two I purchased (nearly $1000 worth) did not hold up.  No where on the web site does it say the warranty is pro-rated, and no paper work I received with the cover stated that either.  This company has a defective product, a joke of a warranty, and the customer service (Kelly Clarke) is horrible.  STAY AWAY! Do not buy anything from them. I filed a complaint with the BBB, which does not endorse Prestige Spa Covers, and found that they had a D-rating with the BBB. Wish I had looked before I purchased.