"IT'S A SHAME ZERO STARS ISN'T AN OPTION :(
Don't waste your money buying anything from this company!!! I ordered a Deluxe Spa Cover. Within a year it was completely waterlogged and so heavy I could not move it off the spa. I called and got someone from customer service, Nick. He asked me to send photos, which I did. There were a few blades of grass on the cover-- from my son mowing the lawn and the grass cuttings were blowing in the direction of the pool. Nick's excuse for voiding the warranty was that the spa cover had been mishandled and dragged across the grass, so it would not be covered under warranty. I took several more close-up pictures to document that the cover had not been mishandled in anyway, and explained that my son had cut the grass and those were grass clippings that he saw. He referred me to his manager, Alea-- she was even less help. She advised that there would be no warranty coverage whatsoever, because the spa cover that I bought HAD NO WARRANTY for the weather in the Chicago area. Are you kidding me? These idiots are in West Chicago, Illinois and I am in Naperville, Illinois. These towns are only a few miles away from each other but they sold me a cover that they did not harbor any intention of covering under a warranty?!?!?!? They don't know what the weather is like here?!?!?!?
But when they're taking your money they are real good at telling you what a fabulous company they are and how they stand behind the high-quality products that they sell!!! WHAT A FARCE!!!
And, while they are sticking it to you, they are abrupt and rude.
STILL CONSIDERING DOING BUSINESS WITH THESE FOLKS???
SAVE YOURSELF SOME TIME--
GET $ 350 AND RUN IT THROUGH A SHREDDER!!
YOU WILL BE SCREWED OUT OF $ 350 BUT AT LEAST YOU WONT HAVE A WATERLOGGED PIECE OF CRAP THAT YOU WILL HAVE TO FIND A WAY TO GET RID OF!!!!"
"Bought a hot tub cover from Hot Tub Works back in December 2012. It seemed OK for a while, but collected mold/mildew on its underside more than my old cover. Then I started to notice that the water level of my hot tub would rise every few months (which just seemed weird). Finally, now a little over 3 years later, I notices a lot of water had collected in the cover. This company claims that they are the best at keeping moisure out of their foam core, that they use a "Exclusive Moisture Lock Heat Seal." I even paid the extra $30 to have a double wrapped core. Well, when I took the piece of crap apart, I found that there was couple of gallons of water trapped in the plastic bag that the foam core was "sealed" in. Basically their manufacturing method consists of placing the foam core (mine was round, so picture a half circle) into a clear square plastic bag, heat sealing the end (I guess), and then taping it to fit the foam. As for "double wrapping," well I guess that was just an extra $30 bucks I was scammed out of."
"I read reviews before ordering from Hot Tub Works and was a little hesitant. However, I ordered a new heating unit on a Tuesday and it arrived at my house on Thursday (very quick). The part was exactly what I ordered. I installed it the same day day was enjoying my spa that same evening. Very impressed with Hot Tub Works."
"Do not buy a hot tub cover from this company. They do not stand behind their so-called bumper to bumper warranty. when I called in to order a cover, the sales person talked me up to the "deluxe" version. She stated this is the cover for me citing the wonderful warranty and my home location in Southern Maine. double wrapped in plastic and bigger foam. Ok sounded good.
less than 2 years later, the cover is completely water logged. Looks brand new, no cuts or holes, just absorbed water and very heavy. They asked me to send photos of the condition, and I did. After several attempted correspondences, they finally told me that the warranty doesn't apply in my area. Extreme weather conditions they now say! This was the cover recommended by their rep ! No geographic exclusions on the web site..... Southern Maine really? If the cover is no good here, it certainly isn't good where ever a cover is probably desired. Will be filing a complaint with the better business bureau as well. Apparently a scam company. "
"I actually haven't received my product yet. But there was no note that it was back ordered, and I had to ask what the status was before they told me. They basically suck. "
"Very poor customer service when something goes wrong. My order came incorrectly and I called 4 times with a promise to get back to me in and hour. It has been almost a week now and this mysterious supervisor will not call me back. I am sitting with a useless cover and more than unhappy about this company."
"I placed an order for 3 by spa RX & paid for them on the 14th September. I never heard another word, I received no goods. Today 29th September I queried why I had not received the items. I was told the order was cancelled & there was no money paid.
It was very poor that they did not contact me but to cancel the order & keep my money was disgraceful.
I put in a claim to PayPal straightaway, once they said there was no money on my account. Strangely soon after taking out a claim with Paypal, they refunded the claim. This is no way for a company to behave. It has lost me 2 weeks for a product I needed & I also go NO APOLOGY. will not deal with them again. "
"Caveat Emptor!
Products purchased together do not WORK together, and this lousy company does nothing to make it right. I bought a spa cover, lifter, and cover cap, all at the same time in the same online order. The cover fit well. The lifter, although functional, does not fit very well. The cover cap does not fit at all. When I tried to get them to refund the cost of the cover cap ($80 our of an order that totaled over $750), they refused, saying that since the cover, the lifter and the cap are all made by different manufacturers, they "can't be responsible" if they don't fit and they are non-returnable. Repeated attempts to appeal this have resulted in my being completely ignored. Bottom line - this company sucks, they do not stand by the product they sell, their customer service is terrible to the point of being a joke, and they don't give a damn if a customer is dissatisfied."
"The worst customer service ever. Ordered spa cover 5/20/2015, PayPal paid 5/20/2015, expected ship date was 6/15/2015 after no communication I called to check on my order, was told it was still in production, two weeks later still no communication I called was told it was in production, on 7/15/2015 I called to cancel the order, the rep. simply said okay, I thought wow that was too easy. The very next day I received an email that said my cover was shipped on 7/15/2015. I called to tell them that I canceled the order, anyway I accepted the order that arrived 7/21/2015. I opened the carton and the tag said Made in Mexico. I guess it took so long because they didn't know where it was being produced. Warning don' t order a spa cover from this company!"
"I bought a cover in april and Im still waiting for it now it is the end of June. They took my money out right away and no one knows where it is, they can't track package. They say we don't know where it is. I get no answers now they don't take my calls they put me on hold and never pickup. I feel that I have been scammed. There is no one I can talk to who can help me. I guess I'm out 400 dollars. I feel so helpless. customer service is horrible. This is a terrible company. I don't know who runs this. How they stay in business is a wonder to me. I just want my cover or money back. I thinking of getting a lawyer. Lisa Davidson said she would email with updates got none
Melanie Power"
"If I could give them zero stars I would. DON'T EVEN CONSIDER BUYING FROM THIS COMPANY. Terrible customer service. Terrible products. We purchased a replacement hot tub cover from them. We provided them the original engineer specs (our original came from CostCo and no longer manufacturer the covers). They sent us a hot tub cover that was WAY TOO BIG and it did not even come close to the original specs. After several pleasant calls and emails on our end (though we were extremely frustrated)... finally we got some response... but then the final response was "TOO BAD, YOU CAN BUY ANOTHER ONE FROM US - AT COST!!!"... and took no ownership for their error or compensation (just asked us to spend more money on products they can't get right). What am I am idiot? Even the horrible customer service manager we were dealing with admitted in an email and on the phone that the specs that were emailed to her were NEVER sent to the engineers making the hot tub cover. What was sent to us was a square cover. Our hot tub bows out slightly in the middle areas making what they sent us wrong. We simply asked for them to make us a new hot tub cover at NO COST (with the specs provided) or refund us our money. We are taking this case to the National Customer Advocacy group... and spreading the word on social media so no one gets sucked in like we did... "
"I bought a cover lift and 5 months later the hydraulic shock broke. Despite the 5 year warranty they said it was my fault that I shocked the cover (whatever that means). The offered to sell me a new one. BTW Wal-mart sells hot tub covers."
"DON'T BUY A HOT TUB COVER FROM THESE CROOKS!! They offer a five-year "Peace of Mind" warranty but the top-of-the-line cover we bought from them ("The Works") lasted just over two years (the stitches came loose, rips formed in the inner plastic lining, the foam got waterlogged and the cover became impossible to lift).
They replaced it that first time but charged us $150 to ship a new one. When the replacement cover also fell apart in just over two years--in exactly the same way--they refused to replace it, even even though it was still covered by the five-year warranty.
At first they claimed that the second cover failed due to improper cleaning products. When we told them what products we used (the right ones), they turned around and started claiming that the problem was improper water chemistry (without testing the water, of course). Needless to say, either excuse can be used to get out of any and all warranty claims.
Don't be fooled by the A+ rating the Better Business Bureau gives them. There was no indication that the BBB even read the meaningless, generic and untrue excuses Hot Tub Works provided before closing our complaint--over our objections--as "administratively resolved." (I wish it had been that easy for me to get an A+ in college.) The BBB seems to be only interested in how much money they can collect from companies. I'll never trust their ratings again.
If you decide to buy a cover from Hot Tub Works, be aware that you'll be lucky to get more than a couple of years' use out of it, that they'll weasel out their warranty, and that if you complain to the BBB, they'll call Hot Tub Works' one-size-fits-all, evidence-free excuses "a good faith...effort to resolve the issues.""
"I ordered my cover at the beginning of December 2014. I received an e-mail stating I would get a call from freight carrier around December 29, 2014. I have made numerous calls. This is January 13, 2015 and I have yet to receive a call as to when my cover will ship! VERY dissatisfied! Playing with my money!! I hope the cover isnt as awful as the service has been! It ships from out of Mexico! Interesting. "
"I purchased a hot tub cover a couple of weeks ago and parts of the vinyl started bubbling and peeling off. The customer service rep Nick told me management said looked like a shovel smashed the cover! LOL random conclusion and they basically told me I was out of luck. Terrible customer service. Terrible product. Shady. Super Shady."