Choosedirect.com LLC, Steven Barbarich Choosedirect LLC, Choosedirect.com Choose Direct LLC, choosedirect.com Warning, THIS COMPANY IS DEFRAUDING THE PUBLIC, DO NOT BE A VICTIM OF THEIR CON San Francisco, California

BBB issues Reliability Reports on all businesses, whether or not they are BBB accredited.

If a business is a BBB Accredited Business, it is stated in this report.

Find out more about Choosehottubsdirect.com:


BBB Accreditation

This business is not a BBB Accredited Business.

BBB Rating for Choosehottubsdirect.com

Based on BBB files, Choosehottubsdirect.com has a BBB Rating of F on a scale from A+ to F.

Reasons for this rating include:

    * Length of time business has been operating.
    * 61 complaints filed against business
    * 3 serious complaints filed against business.
    * Failure to respond to one complaint filed against business.

We have identified a pattern of complaints concerning delivery, damaged/missing parts, refunds and customer service issues. Complaints processed by the BBB claim 1.) there are repeated delays in the delivery of hot tubs. 2.) Hot tubs are delivered damaged or with parts missing. 3.) Phone calls and emails to the company go unanswered.

In September of 2009 the company responded to the pattern with the following:

1. Repeat delays in delivery of hot tubs

Choosedirect had a peak in spa sells that was unexpected causing a delay in delivery by 20%. The peak lasted for the months of May and June, We have since then gotten back on track with getting the spas built and delivered on time.
Each spa must be inspected before we can deliver the spa. When we have a large number of spas each and every one still needs to go through the inspection which caused a delay during that peak time. We are now prepared and have increased our operations staff to assist with the inspections and as mentioned we are now delivering the spas on time.

2. Complainants state hot tubs are delivered damaged with parts missing

Choosedirect was testing a few freight companies to decide the best freight available for the spa deliveries. As a result of this test we did experience damages as they were being delivered. Choosedirect has corrected this situation by:
Changed to high end Freight Company - Choosedirect has invested in a superior company Allied white Glove service with insurance to ensure there a no damages to spas as they are delivered.

Additional protection of the spa to include superior packaging includes with the spas being placed on palettes and framed to keep from shifting while in transit. We have redesigned the entire packaging.

New warehouse with new inventory tracking system so we do not miss any parts or additional options ordered. All items are tracked and delivered as promised.

3. Phone calls and emails to the company go unanswered

Choosedirect has always made it a priority to answer calls on the first ring. After hours we have an answering service that takes messages. As a result of the feedback we have increased our customer service staff to be even more accessible to answering calls. We have cross trained our sales team to be available for customer's questions. We are responding to all emails. We will always respond to messages left by answering service and emails sent both direct to through our website. We offer live chat to make customer service accessible as well.

Business Contact and Profile for Choosehottubsdirect.com
Name:     Choosehottubsdirect.com
Phone:     (888) 611-8827
Fax:     (415) 618-0682
Address:     767 Bryant Street., Suite 201
    San Francisco, CA 94107
Original Business Start Date:     May 2007
Principal:     Mr. Steve Barbarich, Owner
Customer Contact:     Mr. Steve Barbarich, Owner - service@choosedirect.com
Entity:     Limited Liability Company
Incorporated:     February 2008, CA
Employees:     18
Type of Business:     Internet Shopping, Spas & Hot Tubs - Dealers
BBB Accreditation:     Choosehottubsdirect.com is not a BBB Accredited business.
Additional DBA Names:    Choosedirect.com, LLC
choosedirect.com
choosehottubsdirect.com
chooseswimspasdirect.com
chooseoutdoorkitchens.com
choosefireplacesandstoves.com
islandescapespas.com
directtohomeappliances.com


Products and Services of Choosehottubsdirect.com

This company offers outdoor kitchens.

This company offers consumer goods for the home.

This company offers fireplaces and stoves.

This company offers outdoor kitchen appliances.

Service Area

This company services nationwide.

Additional Locations and Phone Numbers
Additional Phone Numbers
Tel: (415) 515-4077

Additional Email Addresses
service@choosedirect.com
service@choosefireplacesandstoves.com
service@directtohomeappliances.com

Customer Complaint History for Choosehottubsdirect.com

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB processed a total of 61 complaints about Choosehottubsdirect.com in the last 36 months, our standard reporting period. Of the total of 61 complaints closed in 36 months, 57 were closed in the last year.
These complaints concerned :

2    - regarding Advertising Issues
   
1    - Advertised product not available

1    - Bait & switch advertisement

4    - regarding Customer Service Issues
   
1    - Failure to provide promised assistance or support for products or services

3    - Failure to respond to phone calls or written requests for assistance or support

29    - regarding Delivery Issues
   
6    - Late delivery of products

23    - Non-delivery of products

13    - regarding Product Issues
   
13    - Defective, damaged, or incorrect product received

5    - regarding Refund or Exchange Issues
   
3    - Failure to honor promised refunds, exchanges, or credit

2    - Failure to honor refund, exchange or credit policies

1    - regarding Repair Issues
   
1    - None of the Above - Repair Complaint Issue

2    - regarding Sales Practice Issues
   
2    - Sales presentation misrepresented the product

5    - regarding Service Issues
   
1    - Delayed completion of service

3    - Improper or inferior service

1    - Unauthorized service
 
These complaints were closed as:
50        Resolved
   
    15 -     Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
    35 -     Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
10        Administratively Closed
   
    10 -     BBB determined that despite the company's effort to address complaint issues, the consumer remained dissatisfied.
1        No Response
   
    1 -     Company failed to respond to BBB to resolve or address the complaint issues.


Government Actions

BBB has no information regarding government actions at this time.

Advertising Review

BBB has no information regarding advertising review at this time.