ComplaintsforHot Tub Works, LLC

• Initial Complaint

  07/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 5/21/21 I ordered a custom spa cover thru ******************** website: ******'spool.com. The new cover was being ordered for an existing spa to replace a worn out cover. Both of these were measured by myself with a tape measure. The spa manufacturers website was then referenced for dimensional drawings to compare my measurements.Dimensions for the cover were entered including options for the spa manufacturer, model, year, and overall shape. A screen shot of the cover review showing what had been enetered and what I was agreeing to pay for is included. Once the order was placed the cover was to be custom built and delivered within 6 to 8 weeks. An estimated delivery was given for 07/15/21.What I had entered was not what I had recieved on 07/20/21 . All 5 of the different dimensions that I had entered were incorrect. this cover did not fit my spa, my order, or my expectations.Several emails have been exchanged over the past week trying to resolve this with no success.

  Business response

  08/02/2021

  The customer ordered the custom cover and entered their dimensions into the order system as listed below. We don't change anything. It is rare but at times customers accidentally order incorrectly, but the system doesn't decide what to send the customer, the customer chooses. We previously offered to remake this customer a cover at a discounted price, but the customer received what they ordered. 

  Order No: WLP0182003
  

  SKU: 386777
  
  1 Quote-RefNum
  2 Shape RCTRND
  3 Height-A 72.00
  4 Length-B 65.00
  5 Width-C 12.00
  6 D
  7 E
  8 F
  9 G
  10 H
  11 Color walnut
  12 Skirt 4.00
  13 Straps 8.50
  14 FoamType EGY COVER 1.5LB FOAM 5-3 TAPER
  15 ContinuousHeatSeal Yes
  16 DoubleWrapCore Yes

  Customer response

  08/10/2021

   
  Complaint: 15713999
  
  I am rejecting this response because: I had ordered a custom spa cover from Lesliespool.com. to replace the worn out exisiting cover to my spa.  I measured the cover and the spa, then looked up the manucturer's website and determined the measurements to be 84" x 65" with 8" radius corners with a skirt length of 4.5" and straps that were 7".  Upon entering these measurements in the website the first step in the process even had the option to enter in the manufacturer and model and default measurements were given.  I was able to compare those against my own measurements and was satisified with their accuracy.  So, I had 4 DIFFERENT SOURCES to verify my measurements and was so far impresseed with the process.  One of the final steps in the ordering process was a review of all dimensions, specs and cost.  I agreed to what I had seen and and entered my payment by credit card.

  What was finally delivered late, past their delivery date, did not match the specs given and was obviosly to short and unusable.  This was not what I had ordered and paid for.  I followed up with my credit card company to deny the payment.  From reading other compalints against this company. I am yet another in a long line of angry and dissatisfied customers. 

  Sincerely,
  
  *****************************

  Business response

  08/13/2021

  There are different options on the website but the site does not change dimensions. This customer approved the dimensions on the order when it was placed. 

  As previously stated it was a custom cover made to the customers dimensions:

  The customer ordered the custom cover and entered their dimensions into the order system as listed below. We don't change anything. It is rare but at times customers accidentally order incorrectly, but the system doesn't decide what to send the customer, the customer chooses. We previously offered to remake this customer a cover at a discounted price, but the customer received what they ordered. 
  Order No: WLP0182003
  
  SKU: 386777
  
  1 Quote-RefNum
  2 Shape RCTRND
  3 Height-A 72.00
  4 Length-B 65.00
  5 Width-C 12.00
  6 D
  7 E
  8 F
  9 G
  10 H
  11 Color walnut
  12 Skirt 4.00
  13 Straps 8.50
  14 FoamType EGY COVER 1.5LB FOAM 5-3 TAPER
  15 ContinuousHeatSeal Yes
  16 DoubleWrapCore Yes

  Customer response

  08/19/2021

   
  Complaint: 15713999
  
  I am rejecting this response because:

  The first step in placing an order for a custom spa cover through Lesliespool.com is to identify the spa manufacturer, model and model year  The default measurements are already entered by the system.  I checked those measurements against: 
  1. the old cover that is being replaced 
  2. the mesurements of the spa in my backyard 
  3. the dimensions given by the spa manufacturer's own website.
  
  The measurements that were ordered are:
  Dimension A:           84.00
  Dimension B:           65.50
  Dimension C:            8.00
  Skirt Length:           4.50
  Safety Strap Length:7.00
  
  I did find it questionable that once I placed my order, no details or dimensions were given to link with my order confirmation. I was only given a projected delivery date of 7/15/21. This delivery date was missed. 
  
  What was delivered late on 7/20/21 did not match my order's dimesnsions.    It was also tagged with a yellow flourescent label that it was a replacement for a previously damaged unit during shipping.(See the attached image IMG_4701.jpg)  This shows that mistakes were made AFTER I had placed my order and a second cover was rushed out with the wrong dimensions. Considering that it takes an estimated 6-8 weeks to receive a custom order spa cover, the fact that a replacement was shipped in less than a week over due is suspicious.  The label in the attached image shows an unrelated order number ****** and a Due Date of 02-07-21.  Obviously, what was sent was not what I had ordered and was probably a remnant from an unrelated previous order that was close and was the right color.
  
  This clearly demonstarates that Hot Tub Works have failed twice attempting to fulfill my order. Most likely they are reluctant to endure further expenses of correcting their own mistakes. 
  The excuse by Hot Tub works that errors were made by myself while entereing measurements that have no resemblance to what I expected to be built are absurd lies. I have many years experience as a designer, detailer and project manager coordinating construction projects with a staff of carpenters and outside vendors. Their explanation that I incorrectly entered wrong values in ALL FIVE different dimensions is insulting and extremely unlikely.
  
  I ordered this through Lesliespool.com without any knowledge that it Hot Tub works would be the vendor outsourced for this job.  After reading many similar complaints made against Hot Tub Works, I have no faith in their ability to complete this order. I am seeking to deny their payment.

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed my order in Jan 2021. The part was defective. I emailed customer service, who asked for photos. After reviewing the photos a return label was sent. After receiving my returned part, they said that a replacement was authorized. Two months later, I checked in and they had not sent the replacement but were still going to do so. I emailed monthly to check on the status, but no progress had been made. Communication was sent to the new contact with ********************* who had purchased this company and confirmed it was still awaiting the replacement product. At the beginning of July, I provided them with an additional 2 weeks to either refund my order or to send the replacement product. There has been no response to finally correct the issue.

  Business response

  07/19/2021

  We will issue a full refund for this order via check since we are not able to refund via card due to the age of the order. 

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