In March my wife and I had done some research about purchasing a hot tub, after checking numerous local places as well as online, we decided to order a hot tub through Direct to Home Appliances, LLC. I checked everything out about them; they indicated that they had a BBB rating of A, testimonials, all appeared to be legit. I spoke with Todd (sales representative) and the hot tub that we wanted we were told would take 16 weeks. We ordered it to our specifications and was told to send the funds within 5 business days. Todd emailed us the postage stamp for funds to be sent via UPS I wrote out a check and mailed via overnight delivery. So we thought great it will arrive in time for the family to enjoy it during the summer. Low and behold summer came but no hot tub, we emailed for an updates on a regular basis in may, june, july, august we got a response of
Dear Customer,
Direct To Home Appliances would like to notify you that that your spa will be delayed since its still currently in the last phase of production. We do apologize for the delay but we needed more time due to peak season. The new models have gone through significant improvements from the old models we had from last year, including a complete overhaul to an American made control system (Applied Computer Controls). This has delayed the production of our spas to approximately twice its normal lead time. We will be sending you a 20 page inspection report (this comes at least 2 weeks before the ETA) when we are complete at the factory so you can get an early peak at exactly how your custom spa looks fresh out of the factory. Your ETA will be on the last week of September but we will try our best to deliver sooner.
We are a new manufacturer, only 2 years in productions, so we have had some challenges ramping up our factory being a young company in a slow economy. But rest assured we are proud of our new spa models, and we are confident that our customers will love this product for many years to come. Work done on the new spa models:
New American Made Control Pack (Applied Computer Controls) - This system was much more expensive than our old system, but we kept our prices the same to pass through reliability to our customers. The control system is the brains and computer for the whole spa. It controls the pump, heater, etc...
We upgraded our heater from 3.0KW to 5.5KW. Our new heater is much more powerful, and is made for the coldest temperatures in the US, and also heats up faster and is more reliable.
Improved insulation - now we insulate around our cabinets (when they choose polar foam option), as well as the interior.
Improved plumbing systems - we have further improved plumbing to make our spas more efficient and reliable
We sincerely apologize and we appreciate your business, and we would like to offer you the following valuable incentives and spa options at no additional cost to you due to the late delivery:
Premium Extended Warranty $199 (free to you)
Thank you,
Marianne Chandler
Customer Service Representative
Phone: 415-618-0681
Fax: 415-618-0682
Email: [email protected]
767 Bryant St., #201
San Francisco, CA 94107
We gave them the till the end of september and yet again i find we are trying to establish if we are going to recieve our hot tub or not!!! The response yet again was
Hi Stewart,
Your CUSTOM tubs originally targeted at 16 weeks (or 4 months) are running about 7 months now. We can't seem to get them any faster out of the factory than that as we had more sales than we expected in May which was unexpected really. That puts it out between October to November.
The owners are offering compensation packages including extended warranties from 1 to 2 years because of this delay.
We hope to have the inspection reports finished in October for you, which will be the first pictures of the completed spa.
We sincerely apologize for the delay.
Marianne Chandler
Customer Service Representative
Phone: 415-618-0681
Fax: 415-618-0682
Email: [email protected]
767 Bryant St., #201
San Francisco, CA 94107
And here we are now in december and now getting no response's via email or phone or their on line chat sales people who just terminate your connection as soon as you mention the situation it seems that the intention of direct home appliances is to take your money and run. And if you are lucky enough to talk to someone you then get sent on a wild goose chase trying to get some answers as to where your hot tub is currently no response at all from direct home appliances. After paying direct home appliance $8,544.99 i find it hard to believe that the legal system in the USA isn't on the side of the consumer in these circumstances and these companies that operate in this manner are shut down, fined and prosocuted accordingly. The company Direct Home Appliances. Are doing nothing but RIPPING CUSTOMERS OFF.
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