Northern Hot Tub Covers

Northern Hot Tub Covers provides great customer service until they receive your order and money. Then communication becomes short and not genuine. Upon arrival of our cover, we opened it to inspect it. We discovered a puncture that went right through the waterproof membrane, the company knew of this damage as it was clearly visible from the exterior. Upon further inspection, when we unzipped the outer skin, we discovered a large slash in the waterproof plastic inside. This was attempted to be fixed by whoever caused this with a single piece of packing tape. When emailed the original sales rep, with explanation and photos, the company responded with a single line "will notify production manager" a week later, this was the response, "Hi N*****, the production manager decided that the best course of action in this case is to pick up your cover and refund you in full. So please package the cover back in the original packaging and advise when ready so we can schedule the pick up. Once the cover gets picked up, we will refund you in full." Wow! what a great resolution. The company did not apologize or take ownership for the damage once." Poor Poor Poor Customer Service.

Was shopping for a new hot tub cover and came across Northern Hot Tub Covers, they were fairly priced and cheaper then a lot of other suppliers so I decided to try them out. Got a new cover and roller system as my old lifters were worn out. Definitely not disappointed, this cover fits perfect. Custom made with various colors and finish. We opted for the blue fabric, and it compliments the rest of the back yard. 10/10 would recommend.

Unfortunately my experience with this product and this company has been terrible. I do not want to and I normally don’t give poor product reviews however I feel compelled to write this as my experience has been so disappointing. I ordered my cover for a fairly small square Bullfrog 151R sport tub about 2 years ago and about 4 months after purchase the inside layer started to peel. Not a huge deal but it got worse … soon the stitching started to unravel, the plastic inside the cover (that covers the hard insulation) also broke down and the vinyl itself began to disintegrate. Please see pics for current state … it is literally falling apart at the seams and completely disintegrating. Early on in this process I reached out to Northern Hot Tub covers but they did not return my messages for 6 months. I did finally get a callback from a tech expert named Dave and he explained to me that my process for adding chemicals was the issue. This made little sense to me as my process followed what the manufacturer recommended and my previous cover lasted 10 years w the same process. They said my process voided their warranty and they would not offer anything. I’m kind of amazed it’s this bad - the product and the service. I have some pictures here that shows the current state of the cover. I notice their site does not allow for feedback and you can’t directly give feedback via their site. I’ve given up as I simply don’t have time to continue to reach out to them.