Hot Tub Works, LLC

Initial Business Response /* (1000, 5, 2014/11/04) */
To Whom it may concern,
when the customer submitted the warranty claim there was confusion with the warranty because he entered the wrong order number which happened to be for for a different [redacted]. This complaint had been...

resolved with the customer and with the San Diego Revdex.com. The customer is satisfied with the outcome.
Thank you for your consideration,
[redacted]
Hot Tub Works

Initial Business Response /* (1000, 5, 2015/09/10) */
To Whom It May Concern,
This customer purchased a cover from us on 6/11/2014. 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 happy. The customer received their new cover in May of 2015. 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 time. Any 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 underneath. We 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 [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

To Whom It May Concern, A new cover was not approved under the warranty claim by the manufacturer. We offered to remake the foam only at a price of $198 including shipping. We offered this in hopes to solve the customers issue. We also offered to throw in a free double wrapped core if the customer  chose to reorder a cover instead of paying for foam only. Please remember the deluxe foam insulation is not sufficient for the customer climate, hence why they denied the warranty. We do offer a bumper to bumper warranty but the customer must order a cover that benefits their climate. What someone who lives in the northeast needs something completely different then a southern California customer etc. We apologize for any inconvenience.   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 Revdex.com 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]