Hot Tub Works, LLC

Initial Business Response /* (1000, 5, 2015/09/10) */
To Whom It May Concern,
This customer purchased a cover from us on 6/11/In August the customer began to contact us that they were not happy with the cover, and there was water pooling at the hinge (part of which is normal)After many
months of trying to find resolutions to appease the customer, we decided to send them a new cover in hopes to make an unsatisfied customer happyThe customer received their new cover in May of Immediately the customer called unhappy that the vinyl was "creased." After reviewing pictures, the customer was noticing the double wrapped core in areas of the cover which would smooth out over timeAny time a customer chooses a double wrapped core, the foam is wrapped twice so there are areas (not very noticeable unless you look for it) where you can see the double wrapped material underneathWe are sorry that this customer is not satisfied with the new cover we sent them, but there is absolutely nothing wrong with the cover itself
Thank you for your consideration,
JoAnne ***
Customer Care Supervisor
Hot Tub Works

Initial Business Response /* (1000, 5, 2014/03/18) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@hottubworks.com
For starters, we were still trying to find out more information about this situation but the customer is refusing to send us pictures
with a tape measurer extended on top of the cover we sent herOur records show we sent her exactly what she ordered onlineThis customer placed an order on our website which clearly informs the customer that the dimensions and patterns we have online should be physically checked to ensure it is exactly what they would like to order and receiveWebsite: "Important Note: Please be sure to check these suggested measurements with your spa.If you do not see your spa cover listed, you can measure for your dimensions." She ordered a Sundance Del Sol which our pattern shows is 78.5" Round with a inch skirt and inch strapsThis is what she ordered and this is what we sent (to our knowledge- pictures were requested but haven't been sent to us)She is upset that the straps are not exactly where her previous cover had them (not purchased from us)Our site clearly states we send all the new hardware since the straps may not match upWebsite: "Due to various strap placement orientation, we can not guarantee your existing straps will line up perfectly with oursWe will provide you with all new hardware to attach your new safety straps." Another complaint is that the cover doesn't come with a gazebo handle which is inside the coverWe don't make these nor do we post online that we doWe have responded to every email the customer has sent and are still willing to work with her to ensure we sent her what she orderedOur site states that covers are custom made to every order and are neither refundable nor exchangeableWe hope pictures can be sent to us to clarify the correct cover was sent to her, which in our belief it was

Initial Business Response /* (1000, 5, 2014/07/02) */
To Whom It May Concern,
Please have the consumer provide proof of purcahse so that we may best assist. We have gone through all of our internal systems searching by name, phone number, address and email address and we show no record of...

them as one of our customers.
Thank you for your consideration,
[redacted]
Customer Care Supervisor
In The Swim
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company,HOTTUBWORKS,320 Industrial Dr.West Chicago IL.XXXXX has me in there data base,they are the ones who told me that I purchased it Dec.13 and was still under warranty.They gave me the authorization number RWARXXXXXX TO RETURN THE PRODUCT! Have had several e-mails with a person named Nick,so saying they have no record of me is fictisous.If I have to I can dig up bank statenents showing I purchased it from them.I have had problems with them in the past and they never had a problem finding my purchases.They have my debit card on file.I can supply this if needed.I have purchased atleast 3 items from them in the past.
I have found my banking transaction with the company, dated Dec. 5th 2013, it carries a 1 year warranty.
Final Consumer Response /* (4200, 12, 2014/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My tub is always maintained and never had any skin irritation due to so called spike.My tub is located outside and some componants show signs of mother nature. The pumps they sell are cheaply designed. This is the 3rd pump I have bought from them that went bad.A hot tub has more than one pump, all the other pumps are still original from 1987.If they are saying I don't maintain my tub, then why are all the other pumps working fine. I am seeking a full refund.Funny, how they finaly found me in there data base after I located my purchase from them.They are just trying to get out of the warranty they sold me.
Final Business Response /* (4000, 24, 2014/09/17) */
See Document

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 need. Based on the information the customer provided we sold him parts. We sold him an injector that would work with the ozone he ordered from us.  The customer then called back 8 months later demanding a new part at no charge. Even 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 customers. The customer did not want to ship it back. Is the customer now only asking for a $25 credit? If so we would have no problem with refunding that amount.
Thank you,
[redacted]
Customer Care Supervisor
Hot Tub Works

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Brian [redacted]

I have ordered a hot tub cover from this company before, 5 years ago, and reordered another one recently. After 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 better.
Nowhere 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 5 year old video on their website of how 'they' manufacturing the spa covers. They 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 quality. Had I known this I would not have bought another cover from Hot Tub Works. Very deceptive online marketing to make it look like they still are in the manufacturing business of these spa covers, they clearly are not.

Initial Business Response /* (1000, 5, 2015/03/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hottubworks.com
To whom it may concern,
The customer has been refunded in full for the purchase of their spa cover to their [redacted] account....

The customer was unavailable but we left a voice mail to inform the customer of the credit being issued.
Thank you for your consideration in this matter,

[redacted]
Customer Care Supervisor
Hot Tub Works
XXX-XXX-XXXX x [redacted]

To Whom It May Concern,
"Calibri",sans-serif; font-size: 11pt;">The Customer purchased the cover online, on our website. Our website walks you through how to measure and order for a hot tub cover. We do have patterns and templates online, however it states you should still measure your cover to ensure you are ordering the right item. All spa covers are custom made, and neither returnable nor exchangeable. We list this on many areas of the site, including the order page, and confirmation email that they receive. We are sorry that the customer did not order the correct cover. We did offer to help them by remaking a cover at our cost. 
Thank you,
JoAnne [redacted]
Hot Tub Works

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please request that the merchant refund the $25 cost of this item (as proposed) back onto the credit card from which it was purchased.
Sincerely,
[redacted]

To Whom It May Concern, The customer contacted us regarding his issue for a replacement product at no charge. He contacted us after our return policy. We offered him to return it for the credit he paid. The customer did not want to ship the item back. THe customer in this complaint requested a...

$25.00 credit. If the customer wishes to proceed with this credit we can certainly do so. Thank you,[redacted]Customer Care SupervisorHot Tub Works

To Whom It May Concern,
 
 The customer ordered a cover online, did not measure it and now it doesn’t fit. We 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 exchangeable. We 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 success. We 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,
 
The customer contacted us regarding his issue for a replacement product at no charge. He contacted us after our return policy. We offered him to return it for the credit he paid. The customer did not want to ship the item back. THe customer in this...

complaint requested a $25.00 credit. If the customer wishes to proceed with this credit we can certainly do so. 
Thank you,
[redacted]
Customer Care Supervisor
Hot Tub Works

To Whom It May Concern,We are sorry to hear of the customers frustrations with the cover. The 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 climate. What 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 email. Even though your hot tub is covered by a deck the cover is exposed to year round weather. The 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 protected. Which unfortunately you didn’t choose at time of order. We 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

I ordered a higher end spa cover from this company in November of 2016. 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 them..... which 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 wise..... it you need a spa cover find a better company.

Initial Business Response /* (1000, 5, 2015/09/17) */
To Whom It May Concern,
The customer did in fact order a cover on 5/24 which originally shipped out on 6/21. On 6/30 we were notified that this customers cover was delivered to the wrong person. We notified our logistics company who then...

began the trace. This customers remake was shipped out yesterday on 9/15. We apologize for the delays.
Thank you for your time,
JoAnne [redacted]
Customer Care Supervisor
Hot Tub Works
Initial Consumer Rebuttal /* (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 90 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 problem. After 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 involved. The 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 Cover. It 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 happened. As stated in the initial complaint, I have no want for the cover from this company now. I will not accept delivery and the only acceptable resolution is a full refund of my funds.
Final Business Response /* (4000, 9, 2015/09/29) */
To Whom It May Concern,
We are very sorry for such production delays on this cover. We show it shipped and the shipper was trying to arrange delivery. We are unable to cancel any order after production has started and in this case completed. We apologize for the inconvenience.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
Hot Tub Works

Initial Business Response /* (1000, 5, 2015/09/17) */
To Whom It May Concern,
The customer did in fact order a cover on 5/24 which originally shipped out on 6/21. On 6/30 we were notified that this customers cover was delivered to the wrong person. We notified our logistics company who...

then began the trace. This customers remake was shipped out yesterday on 9/15. We apologize for the delays.
Thank you for your time,
JoAnne [redacted]
Customer Care Supervisor
Hot Tub Works
Initial Consumer Rebuttal /* (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 90 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 problem. After 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 involved. The 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 Cover. It 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 happened. As stated in the initial complaint, I have no want for the cover from this company now. I will not accept delivery and the only acceptable resolution is a full refund of my funds.
Final Business Response /* (4000, 9, 2015/09/29) */
To Whom It May Concern,
We are very sorry for such production delays on this cover. We show it shipped and the shipper was trying to arrange delivery. We are unable to cancel any order after production has started and in this case completed. We apologize for the inconvenience.
Thank you,
JoAnne [redacted]
Customer Care Supervisor
Hot Tub Works

I was so impressed with this company. I was nervous about placing an order for my spa cover online, but the process was easy and the company was so helpful as well. They told me to allow three weeks for delivery but two weeks after the order, it was shipped and I had it three days after shipping notice. Even the freight company was great with the cover. Overall, a wonderful experience and I will definitely order my spa chemicals and accessories from them in the future.

I ordered a spa cover 3-14-16..I paid $ 399.00 through [redacted] Spa cover arrived via a separate freight company a few weeks later damaged (bottom of cover was ripped and foam dented approximately 8 inches). I refused it, and called the company. They said they would make a new one and it would take nearly 3 more weeks. It arrived (same delivery driver). I opened it up, and low and behold...it had the EXACT SAME damage! Unbelievable. What type of company does this?? If it were cosmetic only, I would have accepted it, but I paid extra for a double wrap, so the foam wouldn't absorb water. I called, and left a message. Several hours later, I had to call again and beg for a refund...which was granted. So kind of them. DO NOT do business with this company!!! Buyer beware!!!

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 need. Based on the information the customer provided we sold him parts. We sold him an injector that would work with the ozone he ordered from us.  The customer then called back 8 months later demanding a new part at no charge. Even 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 customers. The customer did not want to ship it back. Is the customer now only asking for a $25 credit? If so we would have no problem with refunding that amount. Thank you,[redacted] Customer Care SupervisorHot Tub Works

We ordered a new hot tub cover from Hot Tub Works, which was delivered at the beginning of August. We put it on and everything looked great. We didn't use our hot tub during the next month or so because it was scorching hot out.
Some time later we noticed a tear in the vinyl and significant fraying across a large portion of the skirt seam. It was just coming apart. We took photos and sent them to customer service (as instructed to do) and they denied our request for a new hot tub cover (and we haven't even used the hot tub). They said that this was obviously something caused by the customer so they couldn't help us. I've never heard a company say such a thing as this. First of all, I don't like being considered a suspect (I would never try to return merchandise that had been damaged due to my own actions...besides, why would we send photos if the damage had "obviously been caused by the customer?") and second, this company should have said "sorry, we'll ship a new one today." Terrible customer service. We're out several hundred dollars. Hot Tub Works should be ashamed of themselves.