Hot Tub Works
reviews and complaints

I ordered a motor for a spa from them. They sent me the wrong motor When i contacted them regarding the matter they inficated that the only way for me to get a refund would be if i paid the return shipping costs of $70 and 20% restocking fee. Terrible customer service. When its all said and done im going to get $110 back on a motor i paid $290 for all because they sent me the wrong motor. BUYER BEWARE. DONT LOSE MONEY THE WAY I DID. FIND ANOTHER SELLER

When it comes to troubles the customer service is useless. I got a wrong order and contacted them. They said they will return it within two hours. It's funny, but it's been two... weeks, not hours! Nobody called me. I can't reach them, they don't answer. And it makes them look like big liars. I knew their reputation wasn't great, but I didn't expect I will be apart of negative situations. Bad. Bad. Bad.

Purchase date 6 June 2015.

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 - they do not stand by the products they sell, their customer service is terrible to the point of being a joke, and they don't give a care if a customer is dissatisfied.

Ordered premium hot tub cover on November 5, 2013. I was told 2 to 4 weeks for delivery. Pro number the shipping company, Estes, gave me told me delivery would be December 6, 2013 which is tomorrow. I called shipping company since the driver hasn't called to arrange delivery during a 4 hour window and they informed me they only delivery on Thursdays so now I have to wait another week. What a lousy way to run a business. It's winter in upstate NY and I need my new hot tub cover. I will not do business with either Estes or Hottubworks.com from now on. Very dissatisfied with both companies.

Placed an order for a hot tub cover. They gave me an order number. Took 3 weeks for the shipper to get it here from the "shipped date". It turned out to be the wrong size. Complained to business, who then said my order number was a different number and that they made the cover to the specs on the 2nd number and were not going to correct MY problem. Filed a complaint with the BBB. Company rep then lied to the BBB about what transpired. Stay away from this "made in mexico" business!

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.