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BBB Rating for Choosehottubsdirect.com

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

• Length of time business has been operating.
  
• 59 complaints filed against business

Click here for an explanation of BBB Ratings

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