Hot Tub Works

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.

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.

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.

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.

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.

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 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.

I purchased their piece of junk spa pad made of plastic for 521.00. I bought the pad in winter and did not want to put it together in the snow. By the time I decided to put the hot tub in a different spot in my yard and did not want this in the grass I went w a wooden elevated platform which was 200 dollars more. I talked w customer service and they told me they had to ask someone higher up and I would be getting an email within the next day. 20 seconds later they tell me I It is nonreturnable in an email. These employees hide behind their computers. Their customer service ****. They could have given a customer a credit towards something else but no. The product is still in the original box. I’m they said if I were you I’d sell it. It’s had over 1000 people views it for 200 dollars w 2 likes. It’s a junk product w terrible employees standing behind it. I’m embarrassed for them

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.

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

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 rate this transaction a perfect 10 on both price and delivery

finally arrived after six weeks but fits perfectly. hopefully it lasts longer than the previous one of three years.

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.

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.

I was pleased that the tube was fixed, but the technician did not do well with staying in touch with the client with regards to visits or status of the job. Otherwise, everything was good.

I ordered the filters on a weekend and they still arrived in the next week. Very happy with website and delivery of products. Would recommend the store to anyone.

All went well, the only comment I would have is that the delivery time would be better, like a 2 hour window. I had to be here all day, and delivery was not until around 5pm.

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?

The cover is 2 inches short, according to your specifications sheet on the Year and Model of our Hot Tub...