"Horrible customer service. They do not honor warranty. Do not buy from this company. This experience has been a nightmare!"

"Purchase a spa cover from Hot Tub works ordered 5/1/2020. I paid for the works which I thought was the best option. Covers was delivered some time in August 2020.
I noticed the cover was getting water logged June 2021 10 months after delivery. HTW bought out be Leslie pools and spas. Leslie gave me the run around but eventually put me in contact with someone. After several emails back and forth I was asked to send pictures of the cover which I did. He couldn't open first set of pictures sent. Sent again. Requested to take foam out and send pictures. Told him I am elderly and unable to do that. Ok just unzip and take pictures of the form.

I was able to get approval on a foam remake for you. Per the warranty you would be responsible for the shipping. The shipping for new foam is $175. When you are ready to process the remake please give me a call at ***-***-**** ext. 6391.

I asked if it was just the inner form.

Response was
Yes this is just the inner part. Per the factory the skin only needs to be cleaned. The staining on the vinyl is caused by the chemicals being too high in the water and not considered a manufacturing defect.

I used minimum chemicals in the spa.

As I mentioned I am physically unable to do what they need me to do. I paid almost $500.00 for a cover that didn't last a year!!
Something needs to be done about Leslie/ Hot Tub works.


"

"On Sept 15th I ordered a motor and have yet to receive it. When i check the order status, it shows the motor has shipped but there is no tracking number. "

"This is my second hot tub cover. I ordered the top of the line snd most expensive($500.00)My first one I paid 350.00 and was of better quality and the stitching matched the vinyl. (Grey) this time I ordered black. It came with white stitching.. poorly done. The quality is poor and it looks cheap. It’s ugly and I would have NEVER ordered had I known it would look like this! I called to complain, they don’t want to work with me! I’m filing a complaint with the BBB of Illinois!!"

"I ordered a railing to help my 82 year old father to get in and out of our new hot tub. When the item arrived I discovered it would not work for us. I have to spend $80 to $115 to ship it back. Including the 10% restocking fee it costs more to return the item than what I purchased it for. Their customer service is a joke. They have no idea what their shipping costs are or offered me any help to find a solution. I won’t ever purchase anything from them again in the future."

"I am only leaving a one star review because I cannot leave zero stars. I ordered a filter base for my pool several weeks ago and it has been quite the ordeal. I have spoken with a number of their customer service representatives and they are the least helpful group of people ever assembled. They are grifters who lie, deceive, and manipulate information. Each time I called and I called roughly 6 times I got a different story. Each time I asked to speak to a manager and I was told they would call me back and I’ve never received a call. I still have not received my filter base. Two days ago I canceled it and when I called today because I noticed they never refunded my money they told me that the item had already shipped. When I asked the customer service rep when the cancellation was submitted she told me June 10. When I asked her when the item shipped she said June 11. Obviously, this company is poorly run and do not know how to serve their customers properly. Not only is it disappointing that I was unable to get my item in a timely manner, but they are also the rudest group of people on the planet. I will never order an item from them again I would much rather spend twice the price and use a reputable company like Amazon. If you need pool supplies do not use this company. If you want headaches and frustration this company is the one for you."

"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 "

"I bought an Optima Spa cover because it was the least expensive and I assumed all covers were the same. This cover has a lightly attached "steam stopper" that started to fall off in transit. After a week of usage, this stopper fell off which results in the stitching on the outside of the cover to unravel.

After back and forth with the customer service team, they said this was a usage problem and I caused it by using this piece to remove the cover. It was interesting that they had such a detailed reason for this happening. I would guess this is a common issue with this cover.

I subsequently wrote a review on their site and to nobody's surprise, they didn't post it. "

" they sent me, i had to pay $70 shipping fee and 20% restocking fee. BUYER BEWARE"

"This is the first negative review I have ever done. 3 weeks of communications or lack of regarding warranty claim of spa cover. Company refuses to honor warranty. Cover is horrible. After 4 years it is disintegrating in front of our eyes. There reason for denial is I didnt order double wrapped core foam. No discount on replacement and no explanation. I will not order supplies from this company again."

"I was never given a tracking number. Only after I emailed them did I get a response that it was on back order. After another month I replied back asking them to provide me with a tracking order or cancel my order. Reply was that it was going to take another 2-3 weeks. They said they would “put in the cancel request” whatever that means. I would strongly discourage anyone from doing business with them. Also, after looking at this site I guess I should’ve looked for reviews before ordering. LESSON LEARNED!"

"Cover was made to small in all dimensions from what was ordered. The flaps were cut way to short and uneven. The center hinge is cut uneven and dips so it will collect water. Total crap piece of work. No customer service as they just ignore any communications. Cover had things I did not order like
misplaced straps. Buy anywhere else. This place is a complete scam. Too bad you cannot give them 0 stars."

"I was shocked how fast I received my spa cover. They advertised 3-5 weeks and it was at my door in 2 1/2 weeks. Fit was perfect and quality was stellar. I am so glad I ordered. My backyard has never looked so good. "

"Never again well I use this company . They sent me the wrong part and giving me the running around for three weeks now . I finally gave up and ordered the port somewhere else and took a loss "

"We are a professional pool and spa company in Auburn, AL. We have purchased several covers from Hot Tub Works without incident. Recently we encountered a problem with a cover ordered. It was not to the measurements that I specified in my online order and was too large for the hot tub. After contacting the company to see about having it remade or if some other mistake was made in shipping the incorrect cover I discovered how difficult it would be to do business with this company. First they questioned how we measured the hot tub. Then they demanded pictures of the new cover showing the entire cover with the numbers on the tape measurer also visible simultaneously. Difficult but not impossible. after submitting the pics I was then told that the pictures were not valid because the cover lying flat with an elevated center would stretch the tape out longer than it actually was. We were asked to retake the pics with the cover on the ground and upside down so this would not occur. After doing so I was still told that it did not matter that it still measured longer than the specified measurements it was not their fault. We then sent pictures of the old cover showing that its measurements were exactly what I specified in my order only to be met with complete silence form the company. At this point I will re-order the cover for my customer and eat the loss in the difference. all I can do as it regards Hot tub works is advise against doing business with them. I am a college graduate who runs a very successful pool and spa business and have been in the industry for 21 years. I assure you I know ow to read a tape. If you want to be treated disrespectfully and told you are not smart or competent enough to know how to do your job this is the place for you. If you want a quality cover from competent professionals go somewhere else."