HotTubWorks.com jacuzzi / hottub covers and chemical

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Complaint

0
J W
Country: United States
HotTubWorks.com  jacuzzi/hottub covers may have chemical contaminants in foam that will burn the vinyl liner. This is a built in defect HotTubWorks.com will not replace under warranty either. I have contacted them 4 times with photo's and descriptions of damages caused on their covers and they will not honor a warranty claim.

last email to  HotTubWorks.com in reply and rebuttal to their accusations...

When I ordered the 'premium' cover from HotTubWorks.com I thought I was dealing with a reputable company who would stand behind the product they sell. I thought HotTubWorks.com was a company that would not deny a claim and try to push fault on the consumer.  I was wrong.

When I contacted Phillips about my plasma warranty, they sent someone out and picked up, repair and deliver my TV back to my house. When I contacted Delta about my faucet leaking, they sent out replacement parts. When I contacted my Allstate about a cracked windshield, they replaced it. None of these company's created accusations to why "I caused the problem."  Instead they HONORed their contract and commitment and resolved the claim RESPECTfully.

When I contacted HotTubWorks.com about an obvious chemical contaminant (from appears to be an oil drum), they immediately denied fault and subsequently denied a warranty claim. Worse yet they immediately accused me of creating the damage -  

Accusation #1
"chemicals in your spa water were at a level that could melt vinyl" FALSE - there is nothing in the Jacuzzi except h2O - as stated earlier, the Jacuzzi was drained in April, refilled and no chemicals added. the cover has been locked closed and the hot tub not touched since April.

Accusation #2
"from the top-down and the patterns of the burn marks here would suggest human activity as chemical reactions do not create uniform stroke marks (like a partial imprint from hot barbecue grill, for example)" - FALSE - chemicals can cause oil drum shaped burns if chemicals exist on the oil drum and make contact with affected area. as stated earlier, there was only one spot on the cover a month ago and it did not look anything like it does now. 3 weeks ago another spot appeared, and 2 weeks ago another spot appeared - and all three areas are getting progressively worse.  If this were a grill (which I don't have, but I'll play along with your accusations), 1st - it would have damaged the cover uniformly,  2nd - it wouldn't get progressively worse over a few weeks  (i.e., go from none existent, to an indention, to a few bubbles, to melted look, to dissolved and cracked over a matter of weeks - like a chemical burn!).      

I originally considered I may have caused the damage when the 1st spot appeared. However, when the 1st spot got worse, and then 2 more began to appear - it's obvious with indentions in foam,  and the subsequent surface reactions above them - that this is a chemically induced burn from a contaminant during manufacture.

As stated earlier, there is an oil drum shaped indention in the foam, underneath the vinyl - even where the surface damage has not occurred yet. I'm not sure how I caused this, since I wasn't at the factory during manufacture when the vinyl was placed over the foam, nor did I somehow remove the vinyl, find an oil drum with chemicals, place on top of foam and then re-attach vinyl.  

I can send you higher resolution photo's, which show the bubbles and or cut out a piece for you to see that the problem is coming from the foam - but it's obvious your methods are  not to HONOR a warranty claim.

I have no problem buying another cover as money is not an issue. My problem is I believe in PRINCIPLES - like DUTY, HONOR and RESPECT - principles your company must not employ. I otherwise would not waste my time writing your company,  but it burns me when folks do not HONOR their commitments.    

I suppose the only thing I can do now is warn others about your 'premium' covers, BBB, eBay, Complaints.com, and other business and personal contacts, which doesn't help your business nor does it repair my chemically damaged cover.  However, It does give me resolve that I may have helped protect folks from HotTubWorks.com claim to be a reputable business - and your claim to have a 'bumper to bumper' warranty that they will HONOR.

I sincerely feel it unfortunate this is the path HotTubWorks.com has chosen.

Comments

  • 0
    Alan
    JW - HotTubWorks says that you have received a new cover and this issue is resolved - True?
  • 0
    jw
    Chris at Hotubworks investigated further, and even though they were not able to determine why the cover failed, he agreed to honor the warranty. We have since then received a replacement cover and appreciate his willingness to resolve this dispute amicably.
  • 0
    Wm. R. Durrill
    I ordered a hot tub cover from Hot Tub Works.  I was special size 7.5 feet by 9.5 feet in brown.....Two sections.....I paid by Master Charge...
    I never received an acknowledgement nor did I receive my Hot Tub cover....
    My credit card was harged $ 969.00 on 04/03...
    Reference no. 85180892XWGNB1HJHM..............
      Please respond,,,,by phone they cannot find my order....If you cashed my credit card someone knows about it......Thanks,  Wm. R. Durrill
       dusty@durrillproperty.com
       1-361-774-5783
  • 0
    Spa Guy
    Jacuzzi / Sundance owns several online only companies that directly compete against their dealers.  Of course most of their dealer network isn't privy to this or they wouldn't be very happy.  Isn't Hot Tub Works (www.hottubworks.com) one of these companies?  If so, you may have a bigger case.
  • 0
    OneCustomer
    I purchased a hot tub cover from howTubWorks.com. It only last about 8 months before a few holes were shown on the cover without any obvious reasons.  

    Check BBB website before your next purchase from hotTobWorks.com.
  • 0
    JHH
    Don’t use these guy’s!! I needed to retrofit my aging tub with new pump spa pack top side controller the work’s, I had been dealing with spa guts one of their competitor’s was about to order and found a number of negative comments about spa guts online. Contacted HotTubWorks sent pictures visited with Brian who seemed helpful and assured me I would be happy with them over the competition. Brian just one of their 2 Tec’s I found out later. Placed order $713.00! My pump was plumbed with 11/2 inch pluming the replacement pump was 2 inch plumbing after numerous call’s got to Brian on phone explained to him if I had the same replacement pump it would be bolt on attach plumbing simple. He was extremely short with me on the phone said it was and oversight I should of caught it on the invoice and he would send the plumbing parts I would need to make the new pump work. Got the parts no way had to order an additional $83.00 of  pluming parts got half the order today the 90 degree pump union I ordered is a 45degree shows 90 on invoice. Placed my original order 10-19-10 it’s now 11-08-10 and I still don’t have the parts I need have an empty tub outside and it’s getting close to single digit temps at night if it freezes the tub I doubt if these guy would care. Soon as they got paid completely different attitude Spa Guts couldn’t have been any worse!!!!!!
  • 0
    T Bristol
    I am following up regarding the bbb complaint regarding your company's misrepresenting your delivery of my hot tub cover. You never offered to compensate me in any way, the only telephone call I received from you was after I left a message letting you know that the Friday I called was the  "5 weeks" guarantee of delivery to my door and when i called the lady did not know where my cover was. The man who owns the delivery company stated he was at the bank and I wasn't the only one who had a cover marked for delivery in my area but the cover was not there for shipping  your website guarantees policy is 3-5 weeks delivery and this was my third call to your company and still no answer to where it was. I did not demand that my cover be delivered that weekend, i only stated tat i woud be willing to drive to norfolk va to pick it up.  To top this all off THE COVER HAS 2 SMALL HOLES ON THE UNDERSIDE.  I have left messages and to no surprise, no return call. No "I'm sorry , we made a mistake with the estimated date of delivery and it was our fault for not letting you know that there would be a delay and now I am forced to take legal action because I have 380.00 invested in a hot tub cover with two small tears On the underside which now makes the cover useless. Shame on you. 

    I have my cell phone records (dates, times and persons ) I spoke with showing my attempts to track my shipment. 

    Pictures of the hot tub cover (tears)

    Teresa
    Sent from my iPad 


    Begin forwarded message:

    From: Teresa Bristol <tenbabytoes@cox.net>
    Date: April 16, 2012 12:57:08 AM EDT
    To: "info@hottubworks.com" <info@hottubworks.com>
    Subject: Re: Your Order HTW584492 with HotTubWorks.com
    Hi I am wondering if theorderbelow has shipped?

    Teresa
    Sent from my iPad


    On Mar 30, 2012, at 5:22 PM, Hot Tub Works <info@hottubworks.com> wrote
    Dear Guest,

    Thank you for your order from HotTubWorks.com.

    Your invoice number for this order is HTW584492.
    Please retain this invoice number for reference information.

    You have ordered the following:

    Qty  Description                             Unit                Amount
    --------------------------------------------------------------------------------
    1     (CVR-RSQ-RHT) Spa Cover - Rounded      $289.99             $289.99
           Square or Rectangle
         * Weight: 0.01 lb each
         * Option: Brand:
         *   Jacuzzi Spas                      $0.00               $0.00
         * Option: Model:
         * Option: Spa Year:
         *   All                               $0.00               $0.00
         * Option: Serial Number:"N/A"
         * Option: Dimension A:
         *   84                                $0.00               $0.00
         * Option: Dimension B:
         *   91                                $0.00               $0.00
         * Option: Dimension C:
         *   11.5                              $0.00               $0.00
         * Option: Dimension D:"N/A"
         * Option: Dimension E:"N/A"
         * Option: Dimension F:"N/A"
         * Option: Dimension G:"N/A"
         * Option: Dimension H:"N/A"
         * Option: Fold Direction is Standard
         * Option: Skirt Length:
         *   7                                 $0.00               $0.00
         * Option: Strap Length:
         *   10                                $0.00               $0.00
         * Option: Color is Dark Blue
         * Option: Foam Type is Standard 1.5   $35.00              $35.00
           lb foam
         * Option: Continuous Heat Seal is Yes $26.00              $26.00
         * Option: Cover Lift Mounting Plate
           is N/A
         * Option: Additional Instructions:
         *   AC- confirmed reverse fold        $0.00               $0.00
         * Option: Shape:"Rounded Square"
         * Option: Warranty Length
         *   3 Years                           $0.00               $0.00
         * Option: Customer Pick-up is no
         * Option: Shipping to AK or HI is no
         * Option: Double-Wrapped Core is Yes  $30.00              $30.00
         * Option: Reinforced Windstraps is No
         * Option: Custom Cover Cap is No
         * Option: 7X7 Floating Blanket is No
         * Option: 8X8 Floating Blanket is No

    --------------------------------------------------------------------------------
       Total Shipment Weight: 0.01 lb     Subtotal:                $380.99
                                          Total:                   $380.99

    Order placed at: Fri Mar 30 14:22:21

    Payment Information: Credit card



    Questions regarding your order?

    Please call us at 800.770.0292 (Mon-Fri, 8AM-5PM PST)

    Or email us here: http://www.hottubworks.com/CustomerCare/CustomerCareForm.php 

    Please do not respond to this automated email. The mailbox is not monitored.

    *IMPORTANT NOTES REGARDING SPA COVER ORDERS:

    Please review the spa cover order specifications above. IMPORTANT: We ALWAYS cut
    the A dimension in half, no exceptions. Please ensure your A dimension above is
    the intended side to be cut by the fold. If there are ANY changes to the order,
    they must be CALLED into us within 2 business days. Once the cover is in production,
    there are no changes. All spa covers and custom cover caps are neither returnable
    NOR exchangeable. Incorrect shipping address re-rerouting fee: $75.00

    Spa Cover delivery, and return policy in full:
    http://www.hottubworks.com/SpaCovers/SpaCoverReturnPolicyPop.php


    Spa covers are custom made per order and take approximately 3 to 5 weeks from
    order to delivery. Please allow additional time for delivery to rural areas.
    Spa covers ship via common freight for FREE except for Alaska, Hawaii or any
    offshore island. We do not ship covers to Canada. Within 72 hours of your hot
    tub cover order, you will receive an estimated ship date email.

    *IMPORTANT NOTES REGARDING ALL ORDERS (Except Spa Covers)
  • 0
    Jeff
    | 1 reply
    I had the exact same chemical reaction happen to my cover. I purchased this cover in October 2013 and a year and a half it is damaged. I submitted for warranty but was refused. This is a unprofessional company and would warn people to NOT deal with them!
    • 0
      Hot Tub Works replies to Jeff
      Dear Customer,

      We are sorry to hear that you have been having issues with your spa cover. Unfortunately the manufacturer only covers the manufacturer defect. If the manufacture determined it was not a manufacturer defect than the cover will no longer be covered under the warranty. We apologize for the inconvenience.

      Thank you,
      -CS

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