DO NOT BUY FROM RHTUBS::---> CHEAP COVERS AND DISHTheresa

[wfs1wfs]

I always write letters of commendation and compliment...and letters of dissatisfaction. This informative POST is the latter. I will paste exchanged emails and ask you to be the judge of this small time, cheap low grade spa cover supplier.

MY FIRST EMAIL TO RHTUBS ON JULY 12, 2013-->Dear Theresa;
You were very helpful during my loss of the spa cover after super storm sandy. Hopefully you can help me again with a similar spa cover loss.
I trust I have included the correct and complete information for your consideration to replace my spa cover, if not kindly write me.
June 19, 2012- I ordered a replacement spa cover.
October 28, 2012- Super Storm Sandy blew my cover away.
November 29, 2012- I ordered a second replacement spa cover, which arrived 4-6 weeks later and placed on top of spa about mid January, 2013.
July 9, 2013- Picture of spa cover where threads are unraveling. 
 
THERESA'S REPLY ON JULY 19, 2013---> Hello William, This could have been a very quick fix.... Let me see what I can do..

MY NEXT EMAIL ON JULY 29, 2013---> Dear Theresa;
I have not head from you since your initial email wherein you said you would see what you can do  to replace mt spa cover.regards .......william

THERESA'S REPLY ON JULY 29. 2013--->
Hey there, I'm working on this and should hear back from management tomorrow........Theresa

ANOTHER EMAIL TO THERESA ON AUGUST 7, 2013---> hi theresa;
any word on replacement of cover. honestly...i have purchased 3 covers over the years--- is this really a big expense to management?....william
AND SHE REPLIED ON AUGUST 7, 2013---> The problem is Robert is out of the country and whoever is running the show in production isn't able to approve any offers. This may take a while. HMMMMM ONE MAN OFFICE??

THERESA REPLIED ON AUGUST 11, 2013---> Someone finally responded back to me and said we can remake the cover for a delivered cost of $250.00. Let me know what you want to do from here.

I REPLIED BACK---> that is what i paid for the last one. i had the cover for a couple of months and the threads began to unravel. why must i pay for a new one when it was the workmanship not old age of the cover

THERESA---> NO ANSWER-------

MY LAST EMAIL 0N AUGUST 26, 2013---> theresa;
was not one of my choices, when we spoke,  that you would send me the the outer cover at no charge because i did not accept paying for yet another one,
william

THERESA---> NO REPLY ---NO REPLY!!!!

 

[Dr. Spa™ Ret.]

WOW... I'm waiting to get ALL the emails forwarded to me so I have the proper documentation...but Theresa is telling me that on JULY 19, 2013 her response was something to the effect of,  "This could have been an easy fix, but you stabbed the cover with a pencil . Your response was to the effect of "Oops, sorry". Normally we would have simply sent out a replacement vinyl under warranty, but in this case we asked you to send back the foam cores so we could repair the intentional, unwarranted damage you caused, and replace the outer vinyl.

[Dr. Spa™ Ret.]

[Dr. Spa™ Ret.]

[Dr. Spa™ Ret.]

July 12- Dear Theresa;
You were very helpful during my loss of the spa cover after super storm sandy. Hopefully you can help me again with a similar spa cover loss. I trust I have included the correct and complete information for your consideration to replace my spa cover, if not kindly write me.

July 15 - Hello William, This could have been a very quick fix... Until you stabbed the foam core with a pencil breaking the water vapor barrier. Let me see what I can do..
Theresa

July 17 - Theresa;
I tried duct tape but it does not stay on in the water. Truly regret the mishap and your hard work for me AGAIN.
bill

July 29 - Dear Theresa;
I have not head from you since your initial email wherein you said you would see what you can do  to replace mt spa cover.
regards
william

July 29 - Hey there, I'm working on this and should hear back from management tomorrow.
Theresa

Aug 7 - hi theresa;
any word on replacement of cover. honestly...i have purchased 3 covers over the years--- is this really a big expense to managem

Aug 7 - The problem is Robert is out of the country and whoever is running the show in production isn't able to approve any offers. This may take a while.

SIDE NOTE: with over 300 employees we are definitely not a "one man show". However, there is only one person that makes final approval for warranty replacements.

Aug 7 - hi theresa;
thank you for taking the time for an explanation. i can wait...but the thread is unraveling a bit at a time. don't want to do anything for it may just exasperate the damage.
regards william

Aug 8 - Someone finally responded back to me and said we can remake the cover for a delivered cost of $250.00. Let me know what you want to do from here.
Thanks, Theresa

Aug 8 - that is what i paid for the last one. i had the cover for a couple of months and the threads began to unravel. why must i pay for a new one when it was the workmanship not old age of the cover

SIDE NOTE. The original cost of the cover was $ 319.95

Aug 8 - When and if a vinyl were to be considered under warranty we would replace the vinyl jacket only , this quote was for a complete cover since the foam core was punctured I figured the foam isn't going to last much longer so I asked for a complete cover with discount considering the threading problem noted. If you just want a vinyl for now I can ask if er can just cover that part and send a remake vinyl skin. You tell me?

Aug 8 - Theresa;
i have been putting out so much money since "Sandy"...i need to get by as cheaply as possible for now. Please just send me the vinyl skin  and i will (hopefully) "stuff" the Styrofoam into it.
thank you for your help again.
william

Aug 26 - theresa;
was not one of my choices, when we spoke,  that you would send me the the outer cover at no charge because i did not accept paying for yet another one,
william

Aug 27 - Sorry William I mentioned that usually when something like this happens production offers a new vinyl. They seem to believe that the cover was either dropped or that someone was using the tiedown straps to lift the cover . I spoke with the owner and hes willing to repair the old vinyl at no charge but wants you to mail in the vinyl to them. It looks like my hands are tied on this one since my superiors are involved now and there is nothing i can personally do at this point but follow their orders.

Theresa

Aug 28 - i only had the cover for a couple of months. their decision is based on being cheap, rather than customer orientated. their cost can not be more than $50.00 yet their "cheap" decision will prove to be much costlier in the long run. i guess my only recourse is to buy my cover elsewhere..... and do the best i can to make their decision as costly as possible to "bob" by using the "pen" and truthfulness on the internet.
 
william f. soriano

[Dr. Spa™ Ret.]

Mr Soriano

We offered to repair the issue with the stitching if you'll simply return the vinyl portion of the cover to us (Aug . Our warranty, like all others in the industry is "repair or replace". This is a VERY simple repair! I completely understand that you have "been putting out so much money since "Sandy"...i need to get by as cheaply as possible", and this would be the quickest easiest cheapest fix. Unfortunately it wont repair the damage you caused with the pencil.

We would still be MORE than happy to repair the damaged stitching, if you'll simply take the foam cores out of the vinyl, and send the vinyl back to us. We'll repair the stitching, and return it to you via UPS at our expense.

[Hottubguy]

Love all the half truths from Mr. Soriano. 

[Tman122]

After doing business with RHTubs for as long as I have, I doubted the story with out your rebuttal Doc.

[goneaway]

I don't understand, why the pencil ?

[Spoiledrotten]

Looks like both were somewhat wrong. Distributer for putting out a cheap looking/made cover and the consumer for stabbing it with a pencil.

[Sam]

That stitching is not going to just fail like that on it's own without some sort of outside force. 

[Spoiledrotten]

That stitching is not going to just fail like that on it's own without some sort of outside force.

That's not just the stitching and the pencil. That fabric is torn as in it might be too thin for the application. Just look between the holes of the stitching. It's obvious.
I'm not taking sides but I'm not going to sugar coat anything that the picture obviously represents.
When my Hot Spring Envoy was delivered, I didn’t like the cheap plastic looking steps in the package so I sent them back and got a store credit for that amount. I’m also not going to blame everything on the customer to protect the industry (but then I'm not in that industry or I just might try to put all blame on the consumer).
That person obviously thought that the cover was under warranty and was expecting a replacement, not a repair (even though the warranty might have specified). If you sell me a product that I believe to be substandard, I'm going to fight for a full replacement. That cover might also be one of those items where you get what you pay for.

[Dr. Spa™ Ret.]

The undersider material is 'scrim', what most every cover uses, and we use the heaviest in the industry. Its incredably strong and highly resistant to chemical damage. Our production department feels it tore because someone was using the tie down strap to lift the cover. This is a no-no as stated in the instructions and warranty. Even though it's not a warrantable issue, we're more than happy to repair it under warranty.



if i missed something, or spelled anything wrong, my appologies. I'm out of town till tomorrow and trying to type on my phone.

[Tman122]

That stitching is not going to just fail like that on it's own without some sort of outside force.

That's not just the stitching and the pencil. That fabric is torn as in it might be too thin for the application. Just look between the holes of the stitching. It's obvious.
I'm not taking sides but I'm not going to sugar coat anything that the picture obviously represents.
When my Hot Spring Envoy was delivered, I didn’t like the cheap plastic looking steps in the package so I sent them back and got a store credit for that amount. I’m also not going to blame everything on the customer to protect the industry (but then I'm not in that industry or I just might try to put all blame on the consumer).
That person obviously thought that the cover was under warranty and was expecting a replacement, not a repair (even though the warranty might have specified). If you sell me a product that I believe to be substandard, I'm going to fight for a full replacement. That cover might also be one of those items where you get what you pay for.

Your looking at the bottom of the cover. Not the vinyl top. If you think about how that strap is positioned and flip the cover over you will see that that is likely how that cover got ripped.

[Chas]

I have seen lots of covers from Robert's Hot Tubs, and I think they are well built.

I have had holes poked into covers before, by owners, delivery crew, myself, and during transportation. I have had good results with the very highest quality clear packing tape, 3" wide.
(Clear 3.5 Mil Heavy Duty Industrial Tape)
You MUST completely dry the vapor barrier, and it will stay in place. It has worked fine for me.

That stitch repair really would have been a snap if the customer had shipped the encasement back to RHT. Suppose they still can...