Hot Tub Works, LLC

I ordered a higher end spa cover from this company in November of The cover that was sent was missing some of the metal in the sides of the cover that was designed to allow the cover lift to be attached In addition, the middle seam leaks very badly during any rain I requested a replacement and the company put me through a series of notes requesting all kind of pictures and finally asked me to deconstruct their cover and send part of it back to themwhich they new was impossible during the winter time and would have left my spa unprotected from the elements and leaves I asked that they send me a new cover with the proper metal in the sides and hopefully with a middle seam that was some what water proof Their response was no response This company does not stand behind their spa covers and will put you through a lengthy process of useless notes that in the end will not do anything to help a customer with a real problem with one of their spa covers I have not come across a company with such poor customer help/warranty support ever Word to the wiseit you need a spa cover find a better company

To Whom It May Concern, When a customer calls us for parts, we rely on them to provide us with the correct information so that we can then in return help find the parts the needBased on the information the customer provided we sold him partsWe sold him an injector that would work with the ozone he ordered from us The customer then called back months later demanding a new part at no chargeEven though the item was past our return policy we offered to return it for the credit he paid as we do try and find resolution for our customersThe customer did not want to ship it backIs the customer now only asking for a $credit? If so we would have no problem with refunding that amount Thank you, [redacted] Customer Care Supervisor Hot Tub Works

I have ordered a hot tub cover from this company before, years ago, and reordered another one recentlyAfter receiving the new cover it now states that is made by a company called ' [redacted] ' out of Florida and does not compare to the quality in materials and craftsmanship of the old cover, the old cover is much betterNowhere on Hotubworks.com does it state that these covers are now outsourced, they still make it seem that they are still their own manufacturer and even still show a year old video on their website of how 'they' manufacturing the spa coversThey no longer manufacture them, they now outsource the covers to another manufacturing company, which is fine, but this other manufacturer has a dismal online rating for their hot tub cover qualityHad I known this I would not have bought another cover from Hot Tub WorksVery deceptive online marketing to make it look like they still are in the manufacturing business of these spa covers, they clearly are not

To Whom It May Concern, The customer contacted us regarding his issue for a replacement product at no chargeHe contacted us after our return policyWe offered him to return it for the credit he paidThe customer did not want to ship the item backTHe customer in this complaint requested a $creditIf the customer wishes to proceed with this credit we can certainly do so Thank you, [redacted] Customer Care Supervisor Hot Tub Works

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ To Whom It May Concern, The customer did in fact order a cover on 5/which originally shipped out on 6/On 6/we were notified that this customers cover was delivered to the wrong personWe notified our logistics company who then began the traceThis customers remake was shipped out yesterday on 9/We apologize for the delays Thank you for your time, JoAnne [redacted] Customer Care Supervisor Hot Tub Works Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Until I contacted my credit card company and filed a complaint on no receipt of the goods (after waiting more than days) and also filing a complaint with the Revdex.com, this company refused to address the concerns of the consumer who had paid in full at the time of order for the goods did the company even attempt to address the problemAfter repeated calls and a lack of follow up or follow thru with the promised dates did the company make any effort to deliver the paid for goods until a third party got involvedThe day I filed both of the complaints (with the Revdex.com and Credit Card company) the company could not give me any idea of what the status was of the Hot Tub CoverIt was amazing that on the next day (the day after the complaints were filed) that company indicated that the cover was being sent for delivery as if nothing had happenedAs stated in the initial complaint, I have no want for the cover from this company nowI will not accept delivery and the only acceptable resolution is a full refund of my funds Final Business Response / [redacted] (4000, 9, 2015/09/29) */ To Whom It May Concern, We are very sorry for such production delays on this coverWe show it shipped and the shipper was trying to arrange deliveryWe are unable to cancel any order after production has started and in this case completedWe apologize for the inconvenience Thank you, JoAnne [redacted] Customer Care Supervisor Hot Tub Works

To Whom It May Concern, The customer ordered a cover online, did not measure it and now it doesn’t fitWe are clear in our policy that all customers should measure before they buy a cover from us, because they are all custom made and are not returnable or exchangeableWe make and sell thousands of hot tub covers per year, with the majority of our customers using the online pattern tool we offer with great successWe tried to resolve this with the customer, and will continue to offer them a remake at our cost if they would like to do that Thank you, JoAnne Erickson Customer Care Supervisor In The Swim

To Whom It May Concern, We are sorry to hear of the customers frustrations with the coverThe cover the customer purchased for their hot tub was not sufficient for your weather nor what the company recommended We post foam types per states based on climateWhat someone in Southern California can use successfully well past the warranty period is different for someone in the northeast, or such as yourself in Indiana We attempted to address these issues with you via emailEven though your hot tub is covered by a deck the cover is exposed to year round weatherThe company at minimum recommends the Energy Saver for Indiana Humidity during the summer, and moisture during the winter both break into the foam if not protectedWhich unfortunately you didn’t choose at time of orderWe would be happy to try and find a solution for you and replace the foam at cost plus shipping even though production denied the warranty claim Thank you, [redacted] Hot Tub Works

To Whom It May Concern, A new cover was not approved under the warranty claim by the manufacturerWe offered to remake the foam only at a price of $including shippingWe offered this in hopes to solve the customers issueWe also offered to throw in a free double wrapped core if the customer chose to reorder a cover instead of paying for foam onlyPlease remember the deluxe foam insulation is not sufficient for the customer climate, hence why they denied the warrantyWe do offer a bumper to bumper warranty but the customer must order a cover that benefits their climateWhat someone who lives in the northeast needs something completely different then a southern California customer etcWe apologize for any inconvenience Thank You, [redacted] Hot Tub Works

To Whom It May Concern,We are sorry to hear of the customers frustrations with the coverThe cover the customer purchased for their hot tub was not sufficient for your weather nor what the company recommendedWe post foam types per states based on climateWhat someone in Southern California can use successfully well past the warranty period is different for someone in the northeast, or such as yourself in Indiana We attempted to address these issues with you via emailEven though your hot tub is covered by a deck the cover is exposed to year round weatherThe company at minimum recommends the Energy Saver for Indiana Humidity during the summer, and moisture during the winter both break into the foam if not protectedWhich unfortunately you didn’t choose at time of orderWe would be happy to try and find a solution for you and replace the foam at cost plus shipping even though production denied the warranty claim Thank you, [redacted] Hot Tub Works

Complaint: [redacted] I am rejecting this response because:There were several emails back and forth before the "confusion" occurred. If there was another order with the same name, it absolutely was not mine. There was not an offer to fix vinyl, only a statement that my cover was out of warranty; this statement was made prior to my BBB complaint. It is true, the lift does work. But it is pulling continuously at the seam, lifting the cover up at least an inch even when cover is closed. I purchased the standard cover and the lift together. Somehow they are trying to place the blame on me for buying the "light weight" cover. Their offer was not too replace the shocks, it was for me to return the lift at my expense, receive a refund and then purchase another lift. I requested just replacing the shocks, which they did agree to. And yes I did finally receive the clips. In my opinion, either the person I have been dealing with is less than brilliant, or the company itself is a little shady. I purchased a new shock at an auto supply store for $7 and fixed the problem myself. Sincerely, [redacted]

Two and a half months after ordering it I still have no hot tub cover and no one seems to know where it is atCustomer service is uselessThey refereed me to a freight company claims departmentThe claims department doesn't seem to have anyone who works thereVoice mails are never returnedHot Tub Works customer service agents now tell me that only their supervisor can help me but he is to busy at the momentHe is working a more important matter and will contact me soonA month after it was reported missing I'm still waiting for that supervisor to callI've given up resolving this on my own and will ask my credit card company to dispute the chargeI'm told this can take days

I ordered spa pads from Hot Tub Works and their initial shipment provided me with about 1/3rd of the materials that I orderedI called the company about weeks later when I still didn't have the rest of the materialI took a picture of what I had received and emailed it to them at which point they apologized and sent me a 2nd shipmentHowever, the 2nd shipment still did not provide me with all the materials I orderedTherefore, I once again emailed them with a photo asking when I could expect the restFinally, weeks after ordering the spa pads, I spoke with a representative who said they were out of the pads and wouldn't be able to get me the remaining materials for at least another weeks...if at all
I asked for a full refund (which they did eventually give to me) and shipped the very heavy, awkward materials backThey did cover the shipping costs but would not pay the $packing fee
Therefore, after more than weeks of waiting, I ended up losing $and the massive hassle of assembly and then disassembly and shipment back
Terrible experience!!!
I will never order from this company again!!!

Initial Business Response /* (1000, 5, 2015/05/26) */
To Whom It May Concern,
The Customer ordered a deluxe cover from Hot Tub Works in He placed two orders by mistakeIn The Customer stated that he was going to write a Revdex.com complaint about Hot Tub Works because by the time the
customer noticed his error nothing could be doneAs a courtesy at the time we credited him $
He has covers from us; order number HTWXXXXXX and HTWXXXXXXWhen any customer files a warranty claim, the first thing we look at is what cover they purchasedSomeone who lives in Southern *** will need a different outdoor cover versus someone in *** *** *** etcOn our website we have a map of all states and breakdown on which foam insulations are suitable for what states and climatesThe foam insulation (spa cover) that the customer purchased was not the minimum recommendation for his climate, hence when the cover had an issue; it was not covered under the warranty for manufacturing defects
The customer didn't upgrade to a double wrapped core which prolongs the foam life, as it protects the cover from waterlogging, and moistureWe would be happy to try and assist this customer in a discount towards a suitable cover for his climateHowever, regarding the warranty claim for this cover, it is not covered
Thank you for your consideration,
*** ***
Hot Tub Works
Customer Care Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the cover was ordered I was never advised that my selection did not satisfy the minimum required for full warranty coverageI was of full belief that the deluxe cover I ordered was of superior quality and would be protected under their "industry leading" warranty
By their response, they apparently are penalizing me for the earlier settlement on the order confusion by mentioning those details to begin the responseThat transaction had nothing to do with the settlement of this warranty issue
I believe that Hot Tubs Works has mis-represented themselves in the presentation of the so called pro-rated warranty and since no prior notice of possible non-coverage was disclosed, they should honor their written warranty
Final Consumer Response /* (3000, 10, 2015/05/27) */
As a note, after reading the initial response from JoAnne Erickson, Customer Care Supervisor, I went back to the Hot Tub Works website
Here I went through the motions to order a new cover as if it were my first time ordering
There is a video description of each class of coverI chose "deluxe" which is the cover I ordered and have filed the warranty claimThe video tells you it is to be used outdoors and good for SNOWY climatesIn fact, up to a lb snow loadThis comes with a non-prorated year warrantyNo where did I see any disclaimers about warranty not being covered as ordered for Indiana
Final Business Response /* (4000, 12, 2015/06/03) */
To Whom It May Concern,
Our company offers more suitable covers for his climateAgain, Our Website indicates clearly what covers are suitable for what climatesSomeone who lives in *** would need something very different than someone in ***
As previously stated we would be willing to dicuss a discount with the customer towards a more suitable cover since this is not covered under warranty
Thank you,
*** ***
Customer Care Supervisor
Hot Tub Works

Complaint: ***
I am rejecting this response because: It does not satisfy the warranty obligation stated in their warranty I have purchased a new cover from a different companyI do not wish to pursue further action.
Sincerely,
*** ***

There was a bit of confusion at the beginning of trying to resolve this with this customerThere was another order past their warranty period with the exact same nameWe then realized we had the wrong order and apologized for the confusionNormally the shocks on the cover valet for the size they
ordered would be sufficientDue to the fact they ordered such a light weight cover the shocks were too strong in their opinion (yet they do still work)We suggested they purchase the shocks for a smaller cover since they were not happy with the heavier duty shocksRegarding the vinyl we offered to fix the vinyl for them, but they will need to ship the vinyl back for repairThis is standard warranty procedure and policyRegarding clips, clips were mailed to the customer as wellWe can send a new set on the vinyl once it is sent back to us for repair

I've bought two covers "the works" for $((with ship& tax)
The first cover was placed over Jacuzzi, the second (identical, was ordered by mistake) was placed vertically on the side of the house to be kept as a spare
I few months we noticed that cover over Jacuzzi is losing its shape evenly as a foam melting under the sunLater, we noticed that the other cover had lost top corners burned on the sun
The covers called "The Works" and advertised as "Free Continuous Heat Seal Free Double-Wrapped Core (2-layers of heat sealed mil polyethylene sheeting)Free Heavy-duty Windstrap upgradelbdensity foam6"- 4" thick taperR value =30+." is a cheap design: shaped foam in a vinyl coat and its made in Mexico
The Hot Tub Works doesn't guarantee the quality of the productOn my complaint they answered: "Cracking of foam or melting of foam is not covered under warranty." The warranty dept requested pictures madeAfter receiving the pictures on the cover with burned corners they came up with this excuse: "From the pictures it appears that the foam is crackedFor this type of damage to occur something would have had to fallen on it or had some kind of impact that caused the damage."
I DO NOT recommend anyone buying a hot tub cover from Hot Tub Works!

To Whom It May Concern, The customer ordered a cover online, did not measure it and now it doesn’t fitWe are clear in our policy that all customers should measure before they buy a cover from us, because they are all custom made and are not returnable or exchangeableWe make and sell thousands of hot tub covers per year, with the majority of our customers using the online pattern tool we offer with great successWe tried to resolve this with the customer, and will continue to offer them a remake at our cost if they would like to do that Thank you,JoAnne EricksonCustomer Care SupervisorIn The Swim

I ordered a spa cover in April of In May I received an e mail stating that my cover would ship to a local delivery firm on May 11thThe e mail further stated that it would take to days to hear from the delivery Company That would have put it toward the end of MayIt is now June 15th and I have not heard a word from the shipping CompanyI have called hot tub works customer service twice and have been told " don't worry you should hear from them any day." When I give them my order number they tell me there is no way to track the spa cover and let me know where it isI just keep getting the run around from the customer care folks at hot tub works
They just dont seem to care or want to resolve this issueI would not recommend doing business with this Company

To Whom It May Concern,The Customer purchased the cover online, on our websiteOur website walks you through how to measure and order for a hot tub coverWe do have patterns and templates online, however it states you should still measure your cover to ensure you are ordering the right itemAll
spa covers are custom made, and neither returnable nor exchangeableWe list this on many areas of the site, including the order page, and confirmation email that they receiveWe are sorry that the customer did not order the correct coverWe did offer to help them by remaking a cover at our cost. Thank you,JoAnne ***Hot Tub Works

Initial Business Response /* (1000, 5, 2014/04/11) */
To Whom It May Concern,
The customer ordered a Hot Springs Vanguard cover from us on 2/26/The customer has the option to use the patterns we post online, alter the patterns to fit their needs, or order simply based on their
shape, and ignore all patterns we postThis customer ordered based on the patternRounded Square- A B CSkirt Straps The customer called us on 3/and said that he was not happy with the skirtWe then requested pictures of the area and sent them to the manufacturer as well as managementThe response from all parties involved was that he skirt was constructed properly and to the length the customer had requestedAll covers are neither returnable nor exchangeable due to the customer nature of the productOur site is clear on this policy and the customer receives a detailed email stating this policy as well as asking the cover to double check their dimensions to ensure they are tightWe hold every order for business days so the customer has the time to do soWe want every customer to be satisfied with our product so to try and please the customer, the manufacturer offered to remake the vinyl encasement only with a longer skirt at cost (not retail)The customer deniedThe offer still stands if the customer would like to take us up on this offer
Thank you for your consideration,
*** ***
Customer Service Supervisor
Hot Tub Works
Initial Consumer Rebuttal /* (3000, 7, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The person that answered the Revdex.com complaint for hot tub works is not properly informed or just didn't read my complaintI was told by THEIR employee that takes the orders on the phone I didn't need to review the specifications email because she would use the year, make and model of my hot tub they had on file, UNLESS she got the color or thickness wrong, which she did notTell me, how did I even get a cover that is a close fit if I didn't give them any information on my hot tubThink they would not have even submitted an order without some sort of size specsI didn't give them any measurements, who didHow did they even make it with no specs from me? They offered to add a longer flap for $150, 38% of the value of the entire cover for a 3" flap? That is not acceptable to me or any customer and yes I declined the silly offer! I should have been schooled in the beginning to take th exact measurements on my tub and submit them for manufacture, not take the word of their employee that thought she knew their measurements on file were correctThe cover needs to be manufactured to the specs I give them to make me whole, no lessHot tub works should be accountable for their errors, not me! I have attached a picture showing the cover flap cut too shot and the white of the tub top exposedIt also shows how much the corner of the tub cover protudes out from the tub, even the attachment straps are not against the tub as they should be but angled outward to the cover cornerIn closing, I will say that the cover is well built and if was the correct size I would be heaping praises, not complainingThey need to replace my cover and use my measurements rather than using so called "file measurements"
Final Business Response /* (4000, 9, 2014/04/16) */
To Whom It May Concern,
The cover was ordered based on our dimensions, which we inform customers of before the order is placed and send confirmation of once the order is placedThe cover could have been made to any specification the customer wantedAny time an order is placed with us over the phone, the reps inform the customer to check their confirmation emailIt is very important to measure to ensure they are ordering what they needWe do not want our customers to get the improper cover sizeWe do not make guesses, as these are custom madeThe customer ordered what they stated they neededThe confirmation email that is sent immediately explains our entire policy, which the reps over the phone explain as wellThe customer did not take his own measurements physically to ensure he was ordering what he neededAll covers are neither returnable nor exchangeable due to the customer nature of the productOur site is clear on this policy and the customer receives a detailed email stating this policy as well as asking the cover to double check their dimensions to ensure they are tightWe hold every order for two business days so the customer has the time to do soWe want every customer to be satisfied with our product so to try and please the customer, production offered to remake the vinyl encasement only with a longer skirt at cost (not retail)The customer deniedThe offer still stands if the customer would like to take us up on this offerPlease see the copy of the Email confirmation that is sent to the customer asking them to confirm the measurements
Thank you for your consideration,
***
Customer Care Supervisor
Hot Tub Works
Final Consumer Response /* (4200, 11, 2014/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Finally, you admit in the first sentence of your rebuttal that the cover was made to your dimensions/specsThe person who took my order is the one that told me "no need to measure as we have your hot tub dimensions"If I had been told I needed to measure in order to receive your hot tub cover I certainly would have done so rather than going through thisI would think speaking to your representive and her instructions and taking my order information would be sufficient for me to order and get the correct tub coverShe surely got my credit card info right as my account has been charged as I agreed! She told me I was "good to go" and that I would receive a confirmation email of the order and just make sure the color and thickness is correctI did receive it and read where it included exactly what we agreed to which was my Hot Springs Vangard hot tub brand, The color and thickness we agreed toAnyone else would have done the same after the conversation with your RepresentivePlease just right the wrong and replace your misbuilt cover