Solis Spa Covers

We own a large spa and ordered a custom cover from Solis. We live in northern Minnesota and it is very cold for at least 5 months out of the year. During the second winter we owned the cover, it froze and the Velcro strip tore along the seam while trying to pull it apart. It was our fault, but wanted to see if the company would fix it. Samantha responded to my email and when I sent her pictures, she graciously agreed to fix it. I was pretty sure we would have to pay for it, but felt confident they would do a great job. We waited until the end of May to send it out since it is too cold to do so before then and my the end of June we heard nothing. Keep in mind that we have a solar cover draped over our spa this entire time. I tried sending emails with no response. I called them and they said they had not received it. Clearly, Brandon had signed for it in mid June. By the end of July, we found out that they indeed did find our spa cover and that the damage was too great to repair. They offered to replace the skin for $123.25. We were fine with that so we paid via paypals. That was on July 15th which was thirty two days after they received our damaged skin. We actually received the replaced skin on September 2. A week short of 3 months. WE LIVE IN MINNESOTA! We don't have climate like Florida. Three months of an uncovered spa is a big deal! As far as the new skin goes, the color was perfect and it fit perfect. BUT, the Velcro piece on the flap was the same one that was on the other side, so the two covers do no secure!!!! I tried contacting them several times, but got no reply. When I actually got Brandon on the phone one morning, he was the most unprofessional business man I have ever spoken with. How they are still in business with an idiot like that running it is beyond me. He made up some crazy lie about phone conversations and the condition of the skin we sent. He said we told him "personally" on the phone what piece of Velcro to put on the new skin (that phone conversation did not happen. We were never even ASKED about Velcro. In fact we have never even SPOKEN to Brandon until today!!!). When I told him that he should have just looked at the skin I sent, he told me that our skin was so damaged that there was not even a Velcro piece on it (Now that was just an outright lie. The skin we sent back to them had a 1 ft long tear on the seam of the Velcro flap but the entire cover was otherwise intact...INCLUDING the Velcro). I am not sure they ever even found our original skin! He was rude, belligerent, and I could barely get a word in edgewise!! He'd continue to say things like, "I don't know what to tell you, but your husband is lying!" and "You guys can't admit you were wrong and you want me to just eat it". It was almost like I was on Candid Camera. WHAT BUSINESS OWNER ACTS LIKE THAT??? After 20 minutes of abuse, he said that he would send us a return label and he would repair the Velcro and send it back. He has never sent us anything. I would strongly suggest you take your business elsewhere. What a pathetic example of professionalism and customer service. Stay Away!!!!