Capital Hot Tubs & Saunas – Clarksburg

Reviews

• RS

  Rob Swart

  Aug 7, 2026
  5.0
  Being fairly new to the maintenance schedule for a Hot Springs salt system I wasn't exactly sure what was needed. Jason and Travis got me setup quickly with some new cartridges and other items during the Summer Sale. Thanks for the helpful instruction and advice.
• JS

  Julie Stephens-DeValle

  Jul 16, 2026
  2.0
  Do Not Pick this store if you want good customer service! We originally decided to purchase our endless pool/spa from the Clarksburg Capital Hot Tub Store over 4 years ago after speaking with the manager and owner.  They had very good customer service reviews and were very helpful in helping us purchase our pool during the COVID outbreak.  They continued to provide good customer service for the next few years but recently the customer service has been terrible. This February I called and left a message about cracks in the end panels of my endless pool.  We ended up playing phone tag so I stopped by the store.  The representative said they would place the order and that it would take a couple of months to arrive.  I had been calling, emailing and stopping by the store periodically from February to July asking about the panels.  There was constant confusion, and staff kept citing high turnover as the reason for delays in receiving the panels and for problems locating them in the warehouse.  In the beginning of July I emailed and called again.  A few days later, I finally got a call saying they could set up an appointment because the panels were in.  I didn't doubt that all the panels are in because I was told numerous times that they would not set up an appointment until all the panels were in. Imagine my surprise and anger when the technician came out this week to replace my endless pool/spa panels but only brought one panel with him. (For the most part the technicians have been great and they are the only reason I'm giving 2 stars). The technician, Jay checked the order and said he only saw one panel on order and one panel reserved and that they were the same panel.  He didn't see any other panels ordered.  Jay apologized and said he would try to order the remaining panels tonight or tomorrow morning. He also said he would talk to Jeff the manager about how mixed up my orders have been and have him contact me. Later that evening Jay texted me to tell me he ordered the additional panels because he didn't see the other panels on order or in their system. I'm confused as to why it was so hard for the service staff to order the proper number of panels but Jeff could do it that evening?  If they were only going to replace one panel at a time we could have done this a long time ago. The next day, there was no call from Jeff the manager.  So I called and left a message for Jeff.  I also emailed the service staff I had been working with and left a message on the website. Still no message from anyone.  I called and spoke to Lamar.  He said Jay ordered the panels, apologized for the confusion and would have the district manager contact me. This was a few days ago and still no contact from any management. I left another message this afternoon asking for management to contact me.  Still nothing. Why is it so hard to receive email responses when I send an email to individuals and the company website?  I understand there has been turnover but this is ridiculous! You should not have to go to the store to get responses. I have left numerous messages via email, voicemail, and the website for numerous individuals this week and have yet to receive a response. We purchased from this store based on the reviews, but obviously, the service has seriously deteriorated.  So if you are thinking you are going to get that great customer service indicated by old reviews think again!
• MS

  Mike Stanley

  Jul 8, 2026
  1.0
  Buyer beware!!! We have been waiting for our hot tub to be repaired/replaced (its under warranty) since last August.. after numerous emails and phone calls with no response, we posted a negative review and finally received a call from Jeff Topper who is/was a manager and they promptly picked up our tub and we were told they would either fix the "in foam leak" or replace the tub with a new one. That was May 18th and there's been no communication ever since. I have called, left messages, emailed and have had ZERO response. Do yourself a favor, and purchase elsewhere!!
• RW

  Robert Weems

  Jul 1, 2026
  1.0
  Unfortunately, our experience with Capital Hot Tubs has been very disappointing. Our hot tub began leaking after only a few months, and we have been unable to use it since March. Although the company eventually decided to replace the unit, weeks have passed without providing a replacement date despite numerous phone calls and emails. The biggest issue has been the lack of communication and follow-through. I hope they resolve this soon, but based on our experience, I cannot recommend them.
• AL

  Ashlee Lane

  May 15, 2026
  3.0
  Update: Since posting my original review, the company reached out and explained that they were going through a period of transition and, at the time, had only one team member handling the service department. Since then, my hot tub has been repaired under warranty, and the new District Manager, Lisa, personally called to apologize for the delays and communication issues. Throughout the process, Alex, the service technician, was consistently helpful, professional, knowledgeable, and a pleasure to work with. I am revising my rating from one star to three stars. While the lack of communication was frustrating, I want to give credit where it is due. The company acknowledged its shortcomings, took accountability, and worked diligently to resolve the issue. I appreciate their efforts to improve and make things right. Original Review: They will sell you the hot tub and be superb. However getting answers for service is impossible. They never answer their service line nor respond to voicemail messages or email messages. I’ve been trying since March (now May) to get an answer for warped paneling. Two weeks ago Vanessa promised me she would call me back with an answer. Guess what she never did. Been calling for a week. Only sales people answer the phone and they claim they can’t help. The most important aspect regarding a hot tub purchase is the efficiency of the service team and Capital Hot tubs isn’t it. Please note that the positive reviews are mostly before the Leslie Corp acquisition.