"Do not order from this company. Their warranty is bogus and products DO NOT LAST. My hot tub cover was water logged and I tried to utilize the warranty that they offer. When I took the foam insert out to document the damage the plastic wrap protecting the foam was COMPLETELY deteriorated. I tried to use the warranty they offered and to replace the foam insert would be $200. Not to mention costumer service was very rude. Would give 0 stars if it was an option. "
"Ordered a spa cover in June, middle of August now and still no delivery date. Most calls for information are not answered, when I did get through customer service rep attempted to get info for me was unable to reach anyone, promised to check and respond with email or phone call but have not heard back yet. I did receive several emails saying cover would ship but that didn't happen. "
"Ordered a spa cover in May, middle of July now and still no delivery date. Most calls for information are not answered, when I did get through customer service rep attempted to get info for me was unable to reach anyone, promised to check and respond with email or phone call but have not heard back yet. I did receive an email on 6/23/18 saying cover would ship 7/3/18 but that didn't happen. Once I got through I was told production was behind bars t they would check and get back to me with a new ship date. That's the same response received each time I've called, that is the couple of times I was actually able to reach someone"
"I placed an order with this company because they had the best price. On my sales invoice it states I would receive a tracking number within four days. Six days later, I called them and they stated the item was placed on back order that morning. They stated a new shipment will arrive within the week. The representative said they would ship my order ASAP and email a tracking number. I contacted them at the end of that week. They stated the shipment would be in the following week. The third week, I contacted the company and they stated the item is still on back order. I cancelled the order. I hope they refund my money. The moral of the story: If the price is to good to be true, it is."
"I put a claim in for one of their poorly constructed hot tub covers and found that it would cost me $150 in shipping and handling to have it replaced. I paid for the best cover they have to offer, The seem are coming undone and they SAY ITS BECAUSE WE PICKED IT UP WRONG...... oh well they will never get our business again, We own many property's with hot tubs It would be great if this company stood by their product and provide an actual warranty that is worth more than the paper it’s written on. If you are in the market for a hot tub cover, Go somewhere else!!! ""
"I put a claim in for one of their poorly constructed hot tub covers and found that it would cost me $150 in shipping and handling to have it replaced. Then I find that it was more my fault for not spending even more money and getting the upgraded cover to begin with. It would be great if this company stood by their product and provide an actual warranty that is worth more than the paper it’s written on. If you are in the market for a hot tub cover, Go somewhere else!!! "
"3 weeks still no part that was a 2 day standard ship item. Costumer service **** they send you all over the country and no one knows what they are doing. Never ordering from them again."
"The customer service, specifically Sheryl, is one of the worst I have experienced. No concern for th customer and basically called me stupid in writing. However her emails were completely inaccurate which is easily seen. Not worth my time to fight. Not worth your time to purchase from them. If you do, don’t expect any help if there is any issue. Good luck dealing with them. "
"They shipped the wrong size. Wouldn’t accept a return. Two years later the cover faded and the stitching came apart. They won’t honor the warranty. They just ****. AVOID. For $400-500 go elsewhere. "
"I ordered a heating element (in mid November in Colorado), and Hot Tub Works happily took my money and my order for express shipping because its about to freeze here, and I need the heating element installed asap.
Although their site says they will ship for free, the fine print says free shipping will take up to 3 weeks!
I paid extra Hot Tub Works to ship 2nd day, and it wasn't until the part didn't show up that I called them and urged them to get to the bottom of the shipping problem. They came back saying it was back-ordered and wouldn't be here til mid-november!
Thanks for kindly refunding my money, but NO THANKS for happily letting my hot tub freeze while you get your act together! And no follow-up call to let me know that this critical piece won't be coming any time soon - so clearly you guys don't care about ruining someone's $5,000 hot tub! Don't you know what business you're in? "
"I wish someone would have warned me about this company. It took 9 weeks for me to get my hot tub cover. The customer service was appalling. They lied to me over and over about the shipping. Then I received it and it wad a piece of crap. Plus to return it they take half your money even if it's damaged. I feel sorry for anyone who has bought a product from them"
"I purchased an Ultra spa cover in January. The cover arrived quickly, but was too big (by at least an inch) and lifting handles and the tie-down straps were entirely misplaced (the mounting catches would have to be mounted on the removable panel that allows access to the inner hardware). When I contacted customer service, they requested pictures, which I emailed. I waited to hear back, called again and was told the pictures hadn't arrived. I re-sent them, then I was told that my measurements were incorrect (my husband looked at the order before it was sent and confirmed it was correct). When I spoke to their supervisor, Alea, she said that they do not guarantee that tie downs & handle placement are correct (despite there being no drawing or any indications that these straps would be misplaced and the web site had me put in the make, year and model of the spa when I ordered it. I thought they would have an appropriate pattern for the cover, since, as they told me "we make thousands of covers". I will never buy from them again!"
"I bought a hot tub cover partly influenced by their 5 year warranty. I paid extra for double wrapping of the foam core. In the 4th year, after a rain storm the cover filled with water, saturating the foam core and making the cover so heavy that it broke my lifting device. I contacted Hot Tub Works and spoke to CS rep Nick. He required me to send pictures of the cover to prove it was not cut or abused and I had to try to drag out and photograph the core. After a couple of weeks back and forth he offered to send me a new core for a shipping charge of $150, which is almost half the original delivered cost of the cover. After several inquiries, he sent me a link to the full warranty policy offering free shipping of the first year. implying but never saying specifically that you pay the shipping for the balance of the warranty period. Without the supplied link, I was never able to find the actual policy on my own on their site. OK...got me once. But $150 to ship 5 pounds of styrofoam? Absurd! Got me twice. I could not talk Nick or his supervisor Alea into a more realistic shipping charge. I offered to buy a new cover lift to offset s reduction of the shipping charge .No. I asked for the name and email for the CEO but the CS person Jennifer I chatted with told me she did not know the name of the boss or how to contact that person. Really?
Faced with a choice of paying $150 to rehabilitate a 4 1//2 year old cover of questionable quality, I opted to scrap it and spend $350 locally on a better made one.
Research showed me (unfortunately for me - after the fact) that this failure is quite common with HTW and they look to find reasons to void the warranty or quote shipping costs high enough to make it impractical to use. Also if you check the BBB website for Chicagoland where they are located, the ratings are 70% dissatisfied. That should be all you need to know. "
"We bought a new spa cover from Hot Tub Works last June. It took more than twice the time (5 weeks) for us to receive it than they indicated in the invoice. The cover is a piece of garbage. It has a dip in the top in the lower right hand and water collects there when it rains. We are in OR so that is quite often. The cover leaks badly. So badly that the Hot tub filled with water to the brim following a series of heavy storms last October and again this month (Nov). I would never, ever purchase a spa cover from them. Buyer beware!!!"
"When the hot tub cover finally arrived, I was disappointed since I had included a request in the special instructions area of my order to please attach the end straps on the side instead. It was a simple request, and one that probably could have been done with no cost or inconvenience to the folks at Hot Tub Works.
Not only did they not do what I asked, but they didn't even bother to acknowledge my request. If you had just said, "Sorry, we can't do that," I would have not expected it. But no response. Why bother then to include the opportunity to communicate with you about my order? It's simple customer service.
That said, I am pleased with the quality of the cover. It's better than the one I ordered last time from another company. It fits better and the construction seems better (I got one with nearly the highest level of options).
But we rate on both quality and service. You would have gotten 5 stars if service didn't count. But it counts for a lot!
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