""I purchased a hot tub cover from Hot Tub works in April of 2011. I decided to get the recommended cover form the site for Wisconsin weather. I purchased one of their better hot tub covers. The cover they sent me lasted 2 years. I require complete replacement of the foam cores due to water intrusion. Mold and nasty water pour out from the seams. Here is the response I got:
I discussed the issue with your cover with my production manager. We looked over the pictures and the weather in your area. The deluxe cover is designed for seasonal climates where you would get some rain and light snow. In your area you get much harsher weather. From the pictures it appears that the damaged was caused by either the severe weather in your area or snow that wasn’t brushed off. This type of damage isn’t covered under warranty.
Here is the sites selling description:
Exclusive Moisture Lock Heat Seal
HotTubWorks uses an Exclusive Moisture Lock seal for it's spa covers. The number one cause of spa cover failure is moisture absorption in the core. Have you ever had a spa cover that was so heavy, it practically broke your back when you tried to lift it? There is a reason we can offer the best warranty in the hot tub industry against moisture damage. We use an exclusive, state-of-the-art core insulation vacuum heat sealing process to protect your spa cover insulation against moisture invasion.
The Ultra is rated for Wisconsin, and Alaska!
My 10 year old top failed due to this issue, caused by a hole to the foam core. This top from Hottubworks does not have any damage, used year round.
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"I purchased a hot tub cover (foam included, not just a cap) from Hot Tub works in September of 2012. I paid the extra money to have the foam cores upgraded to double wrapping for extra weather. I purchased one of their best hot tub covers plus most of the life extending upgrades. The first cover they sent me was sewed incorrectly and one of the handles tore from the cover. The company was nice enough to make and ship a replacement cover. Here we are 6 months from that and now I require complete replacement of the foam cores due to water intrusion. The company will ship me new foam cores, but at a cost of $150 freight. This cost is unacceptable as it is nearly 1/3 of the original cost of the item. It is most certainly not my fault that the cover has failed in such a short amount of time and I do not feel that I should have to deal out another 33% cost on top of my already upgraded item. This cover has already failed, why would I want to pay more money only to have it fail so soon. I'm currently pursuing a full refund. "

"Not Good!! The hot tub cover I ordered shipped 10 days late and only after I called wondering where it was. After waiting four and a half hours for the delivery truck it arrived and was damaged, so I refused it per their instructions. I called them and left a message(two minutes past closing). I called again three days later because I never received a call back. Customer service took my information (again) and said they would get right back to me with the details. Surprise again no call. Another call to customer service and they tell me they had placed a "reorder", but didn't have a estimated ship date. again promised a prompt call back. We'll see... Hopefully they will get with the program!!!"

"I was pleased to see that Hot Tub Works had the information on file to produce a new hot tub cover for my Gulf Coast Spa and I orderd some smaller items as well. I placed the order on June 9th, 2014 in hopes of having it in about 2-3 weeks. I also requested the items be delivered to a business in an effort to expedite the shipping. I received my confirmation email in a timely manner. I received my smaller (UPS) items quickly and without issue. On June 18th, I received the confirmation email that my hot tub cover had shipped with a tracking number! I allowed 7 days to go by and I called in an effor to get and estimated arrival date. The woman on the phone explained it could take 2-3 weeks from the date the order ships to arrive. I was now expecting the delivery on or before July 9th. I waited 26 days and called today (7/14) only to be told that the order hadn't shipped on the 18th, "Nick" didn't know why it hadn't shipped and that it actually shipped on July 7th! (No email was sent to inform me of this error) I was told the order would be in my local area today and I should be getting a call in the next few days for the delivery. I asked for some sort of compensation and was offered a 10% store credit. I accepted the credit but will hesitate to order from this company again due to the longer time frame than estimated, the miscommunicaiton regarding the shipping notice, and the lack of customer care to follow up with correct lead times and tracking information. Note: the review is not reflective of the product as I have yet to receive it.... it has been 5 weeks today since the order was placed."

"I placed an order 4/6/2014. My credit card was charge 4/7/2014. Today is 4/29/2014. I have not received my order or any communications from Hot Tub Works. They used to have quick and accurate shipping, but my last order took longer, but I did receive it after a couple of weeks. When you call them to check on the order they placed me on hold for over 30 minutes.
They said one item was on backorder an their policy was not to ship until all the items were complete. I would not placed any further orders with them if this is the way they treat their customers. The least they do is notify the customer if there is a delay."

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The new cover that I found from them was perfect. As they are professional I am sure to get a good service from them. At the time of taking their service I have noticed that they are so accurate in the service.
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"I really liked the aromatic non-chlorine products--going to order more."

"I know that one of the most significant concerns about ordering a hot tub cover online is getting the finished product to the customer undamaged. In my case, the cover I ordered was delivered in perfect condition in exactly the estimated amount of time (3 weeks to build/ship). The cover is well made, great reinforced stitching, and fit perfectly. I'm very pleased with the company and the final product...consider my perspective as a very good recommendation!"

"The company has competitive prices and a large product offering. Unfortunately their store allows you to purchase items that are not in stock. Spoke with Nick in customer service and he told me their company policy is to NOT ship an order until complete. This means if one item is back ordered they will not ship the entire order until back ordered item arrives. They finally agreed to split my order after I asked. I have been waiting for a back ordered item for nearly 30 days. This will be my last order with Hot Tub Works."

"My new cover is perfect. I would recommend using this company. Very professional and accurate in their work."

"the order for our hot tub cover was a great experience. Even though I sent in the wrong measurements they had the correct dimensions and asked me if it was okay to use these instead of the ones we sent in. The only thing we can say is make sure you let them know the way you want the cover to open. We had to move our hot tub bar and now we have a blocked view to to cover opening. We can't blame the Hot Tub Works we didn't know they would do it any different then all the others covers we have had. We love the quality of workmanship and care they take in there product. Highly recommend this company. "

"Hot Tub Works replaced a damaged spa cover immediately and with no questions. They knew I was concerned and they acted quickly and professionally. They get my highest rating ever! I can confidently recommend Hot Tub Works to everyone. Both the Customer Service people and the Production group were eager to stand behind their product. My personal thanks to all of you at Hot Tub Works.

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"Quality product, arrived as scheduled."

"COVER WAS IN VERY GOOD CONDITION"

"Hot tub cover was in good shape when it was delivered and I am very satisfied
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