Report: #557437

Complaint Review:

  • Submitted: Wed, January 20, 2010
  • Updated: Thu, February 25, 2010
  • Reported By: GWC — ORANGE PARK Florida United States of America

    United States of America

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It took me 24 weeks to recieve a spa that was promised in 8 weeks.

When I ordered they advised that if I paid up front there would be no delays in recieving my spa. They could not deliver on time, and I felt as though they would never deliver, but after 24 weeks, I recieved it. Lie after lie and story after story, I turned to the BBB (joke, this company is a member), yet no spa. After I threatened to call the police and file a criminal (internet fraud) complaint they shipped my spa.

DO NOT use this company! The owners manual read like it was written by a 6th grader. Whole company is a scam. If you read other complaints, you will ses that they all have the same story.


This report was posted on Ripoff Report on 01/20/2010 02:14 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 UPDATE EX-employee responds is NOT REPUTABLE

AUTHOR: Micaela - (USA)

No problem and there is no need to apologize. Am I disgruntled? yes, because at,Direct to home appliances LLC NOBODY WINS. I believe that if you paid 5,000-7,000 for a hot tub it should work and not be a danger. If you go on the choosedirect website they will have a couple of positive reviews to make you think the tubs are FANTASTIC. Let me tell you something, an employee who works there has to call and email ALL these customers asking for a review, maybe one out of 20 says yes, the other 19 want to speak to customer service because something is wrong with their tub. I am so happy that my time there is over, I cant wait to start working for a company that has integrity. I am 31 years old and I have been working since the age of 18. I have LOVED all my previous jobs and I worked for the best of employers. I was treated with respect and they valued my faithfulness to their companies. I still speak to most of them from time to time. As for CHOOSEDIRECT.COM/DIRECT TO HOME APPLIANCES LLC, I have NEVER experienced anything like this in all of my life. If you read these reviews. Im being honest. Do yourselves the favor and spend the extra 1000 on a great hot tub. BUY US MADE, BUY LOCAL, BUY CAL SPA, BUY CATALINA(pretty impeccable record),BUY ANYWHERE REPUTABLE.
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#2 Author of original report



I would first like to say that "I am sorry" to Michelle. Not only for my attitude, but for what her employer, put her through. I did not curse her or call her names, but I was loud, and demanding. I have to say that she took it like a champion. She explaned to me, very frankly, that she was doing all she could and had given my case to the "managers" to handle.

Believe every word that she says! Every word that she has spoken has came to light in my situation. Including a tech telling my via email that the tub is not approved for use in the US and a "retrofit" will be forthcoming, "when they figure one out." I am sure that "Steve" will call her a disgrundled employee, but she has all reasons to be. She should not deny it. But, it usually takes someone to get mad (such as myself), before they speak out. Thank you Michelle!

It has been almost 30 weeks now and I am still waiting to get my cover and I was promised a full refund. "Lisa" told me that it would be another 30 days to process the refund and then a check would be mailed. I am not waiting, I will be contacting my credit card company now and demand a refund under internet fraud.

I as Michelle has, told you. DO NOT BUY FROM THIS COMPANY!!!

Good luck Michelle in finding a better employer.


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#3 UPDATE EX-employee responds

Missing SPA COVERS are a LOW priority at

AUTHOR: Micaela - (USA)

Im sure Ive spoken to you and every customer in rip off report because I was the only customer service rep that lasted a year. Customers would say to me your so much better than this, why are you working at this company. And my answer was "Necessity" I have a family and Im a single mother. Okay. For or Direct to home appliances llc a missing spa cover is a LOW PRIORITY. Top priority are people wanting to chargeback a hot tub on their credit card, BBB threats when they were actually a member of the BBB. "The people who make noise" 
Protocol is when a customer is missing a cover we have to make a bunch of calls and see if it was left behind at a warehouse, most of the time it just never shipped from China to the United States. Yes the tubs and covers are made in China. THEN if it isnt found we order the cover from a US company, she sends us the invoice, a customer service rep hands the invoice to Steve the CEO and the Cover company awaits payment to make this cover. If they dont get paid, you dont get a cover.

My advice to you is get "NOISY" The tubs are very delayed as well. When they are you get an email stating an upgrade for this and that which is really not worth anything.Sorry you went through this grief.
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#4 UPDATE EX-employee responds


AUTHOR: Micaela - (USA)

Firstly, I was an employee of which is now Directtohomeappliances,LLC. Oh, why is it now Directtohomeappliances,LLC? I'll tell you. No Merchant Service company(credit card processor) will work with Steve Barbarich, because of all the chargebacks receives, because of late and faulty dangerous hot tubs. Steve had to wipe the slate clean, and make a new name for himself. Checks had to mailed in for hot tubs. What online company only takes checks? Checks are GREAT for Steve Barbarich because you cant file a chargeback and he can take his sweet time returning your money if he wants.
Im getting off track, back to the issue on hand. STEVE, ALL YOUR hot tubs are LATE and dangerous. Numerous customers have been burned. I have their names and contact info but I'd like to ask them first before putting their names online.

1. What happens to all the customers who purchased from 2008-2009? The product is not listed with the California Energy Commission and is not in complaince with title 20. This spa is not certified and inspected in an approved lab in the state of California.

2. This tub is not UL (Underwriters Lab) or ETL approved. A tub MUST have one of these certifications. Do you know what these means? Lets say your home burns down because of this piece of plastic junk you bought, a home inspector comes in and sees your tub is not UL or ETL approved and your not going to see a dime from your insurance company.

Steves rebuttal will be that the 2010 models are ETL approved but let me inform you that the ACC control packs will have the ETL approval but the entire hot tub wont! An ETL approval for an ACC control does not count. Getting laid off has been a relief and I can finally sleep! Customers with non working hot tubs have been waiting on a retrofit for their hot tub for months some maybe a year. When I worked there 2 weeks ago, Steve Barbarich said it would be getting done in March but who knows?

HOT TUB TECHNICIANS-For Steve paying you is not his priority. You are last on this list. Customers who paid techs upfront that are under warranty, I know your still waiting for your reinbursement since the month of November and December. I hope you guys get it this month. 

As a customer service rep, I was cursed at by customers, yelled at and was called many nasty names. My old manager caught the worst end of it but believe me, there was nothing more we could do. I want you guys to know, I was just working the best that I could, I pleaded for techs to get paid and for customers to get help. It has always been my intention to help all of you but under the confines of my employer it was IMPOSSIBLE. You cant help someone if the business has no money. I know they got a new credit card processor, maybe now you guys can get what you deserve. I will be blogging daily about my daily experiences at or Directtohomeappliances LLC.

If anyone has questions feel free to ask.
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#5 Author of original report

NO Spa Cover

AUTHOR: GWC - (United States of America)

It has been over 6 1/2 months and I am still waiting on my cover. I ordered a spa and it took 24 weeks (almost 6 months), to recieve it, but it did not have the cover that I ordered. Company advised that it would be recieved in two weeks. It has been over a month now, (4 weeks) and they have NO answer for the pending question: "Where is my cover?" I call and they say, they know nothing and will have "management" call me back. Nothing!

As for the BBB. The company is a paying member. They have no interest in making this company look bad. They have pulled this companys report from their website.

Steve: I never heard from you. You responded with positive statements to this post, but NO action. (ACTION  SPEAKS LOUDER THAN WORDS) I am still waiting on my cover. Post your response for the world to see. WHERE IS MY COVER?

In fairness, I attempted to call the company while typing this response and NO ANSWER. If you order from this company get use to that...COME ON STEVE!!!

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#6 Consumer Comment

I agree!!!! BAD BAD BAD company!!

AUTHOR: Jason - (United States of America)

I agree!! I too ordered a hot tub and have yet to receive it!  I was also promised an 8-11  week delivery.  I too was told lie after lie and story after story!!  Now they don't take my calls and never return any call I make ("Lisa").  I also have contacted the BBB and I am working with them now.  But I don't understand how Choose Direct can be a BBB member with all these issues, why are they?  I have contacted my states attorney general to file a charge of fraud and others (since the company is in CA and not in my state).  I have also contacted my bank to get a refund of my money.  This will take time too, but I'm willing to want on getting my money back.  I intend on ordering another hot tub but from someone that is local and that knows how to do business the right way!!

This company should NEVER be allowed to continue doing business!!!  What a scam this company is... so, if you are reading any of the postings and are thinking "this will never happen to me if I order" don't fool yourself!!  It will!!!  Don't order from them, you are much better off spending another $1000 knowing you will get what you pay for from someone already doing business in your local area.  Consider yourself warned!!!  I just wish I knew about this company before I ordered, guess I didn't do my due diligence as well as I thought.

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#7 Author of original report

What ever!!!

AUTHOR: GWC - (United States of America)

Check this website and the BBB. They say different. Oh yea, by the way. I am 26 weeks (1/2 year) later still waiting on my spa cover.
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#8 REBUTTAL Owner of company

most of our spas are NOT delayed

AUTHOR: Steve/owner - (U.S.A.)


We are the manufacturer of Island Escape Spas, and occasionally our spas get delayed in production.   Our normal delivery time is 10 to 16 weeks, and 85% of spas fall into that time frame.   We communicate with our customers with late spa arrivals, and they have the choice of either cancellation, or they can take many free options that we can add to the spa as a result of the spa being late.    We have re-written and improved the manuals of the spa, as well as beefed up the overall reliability of our spas in order for ALL 2010 models which now included a very reliable control system, called ACC packs.   The quality of our spas is high so production time is long, but most customers feel they are worth the wait.

thank you
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