Capital Hot Tubs & Saunas — Attraction in Rockville

This is a most incredible place! I had been diagnosed with Fibromyalgia and my body was completely frozen. I could barely walk. I couldnt pick up my 18 month old & it was excruciating to play with any of my 3 children. My Dr. said I needed to do hydrotherapy a couple of times a day to help my muscles relax enough to move. I couldnt afford to get a gym membership or find babysitters for my 3 kids in order to do this. My Dr wrote a script for a hot tub so I could get one as a medical device. I borrowed some money and purchased a basic hot tub. After awhile (3x a day) my muscles relaxed and the pain finally went away. That was 25 years ago. I kept that hot tub for 25 years... THEN, One day my husband and I went to a Home & Garden show. We had ZERO intention of buying a new hot tub but we just looked at all of the ones on display. I believe there were 6 different manufacturers there. We fell in LOVE with the Hot Springs Spas. It was amazing. There was a HUGE difference in the water. We found out that it was a Salt Water spa. We put our hands in the water the water felt so good. It wasnt just hot, it was soft! When I pulled my hands out, my skin was soft and didnt smell like the chemicals. So we both pulled out our phones and started doing some research. It was almost funny. We both found that the benefits of the salt water pools and hot tubs was incredible. The expense was not as high as purchasing chemicals, and the maintenance of changing the water and chemicals was MUCH less. We were hooked. We sat down and purchased our new hot tub right then. That was 4 years ago.

We absolutely LOVE our Hot Springs Spa. We have the Grande model with 2 moto massagers, one for each of us. This has proven to be a great therapy for times of stress in our lives. We have moved the hot tub from house to house when we moved to another state. It is a vital part of our lives. Even spending 10 - 30 minutes, helps us relax. We just go out, sit, lean back, and close our eyes. We listen to the quiet and relax and let all the stresses from work, kids, life.... fade away (even if its for a few minutes :D). It has been so worth it.. medically, physically, and mentally.

Capital Hot Tubs has been amazing to us. We moved about an 60-90 min from them. We pass other hot tub dealers to go see them. We went approx 10 days ago and the showroom was incredible. We didnt go to get a new hot tub but to get some filters, which is the first time we have had to replace them. The good thing we learned is that we could keep them and clean them, let them dry and use them again, now we just have a set to use and a set to swap out. We ended up getting quite a few new things as well, but WOW!!!! What a place. They have quite a few hot tubs set up and ready to be tried out. While we were there, a couple came in, put their suits on and got into one. They were trying all the different ones out. Alex was incredible to be talk to. He showed us the Endless pool that had a treadmill in it. I was amazed as a technology, although when I get one, I probably wouldnt get a treadmill because I dont like treadmills. HA! Alex was so nice. He answered all of our questions without any pressure to do anything at all. Dina in the front office is also amazing! When we call, we normally talk to Amanda who has also been so nice and patient with us. They are all very nice and knowledgeable about everything. We told her we were having issues with the moto massagers and she told us we were still under warranty. We had no idea. IT was incredible to be taken care of like that. They immediately got someone out to check out the situation and fixed it without any issues. Jay, the tech that was sent out, was also very nice. It seems to be a universal requirement for all employees that work at Capital Hot Tubs. I am beyond impressed. Jay even gave our hot tub a 'once over' to make sure that everything else was working well, and we got a good, clean bill of health. Incredible Place! Incredible Products! and Incredible People!!!!! Thank you for being such a...

UPDATE: I had service request placed as our outside hot tub was not heating, after several attempts via phone and in person at the store and six weeks later it was still not resolved. I took another approach to resolve, and the problem was resolved quickly. However, the extended lack of service resulted in "frozen pipes" that had cracked and were leaking water on our wood deck...in the middle of a freezing cold December. Since there was no way to get a private response, I took to Google Reviews to complain.... To CHT&S credit, they pay attention to the reviews and called me within a few business hours of posting the comment. They admitted there was an issue in the service request & record. They were professional, polite and apologetic, they offered to send out a complimentary technician immediately to look everything over and see what they can do to help. Within 2 hours the tech. helped to confirm that the pipes were not actually cracked but due to the extreme cold had constricted and created little leaks at the various PVC connectors. He confirmed that since it had now heated up, the pipe connections expanded and thus were water tight. The tech. continued to look the unit over and saw another issue with the fuse tripping, his suggestion was to repair the cheaper part first and see if it worked, before doing the expensive repair. He understood the "situation" and billed me for parts only; he didn't try to up-sell me more than whats needed. It's three weeks since the repairs and everything is stable. The attention to customer experience is critical to CHT&S and I honestly do think my issue was not typical. My recommendation is to generally trust CHT&S, they have a reliable products and staff is polite and knowledgeable. If you think that your service request is not being handled correctly, reach out to them publicly as they do listen and care!

Original 2 STAR POST: ("..." edits for length) .....The in-store staff has been nice and supportive, and deserves credit for great record keeping on their customer products and educating a new owner and helping me buy the correct filters and chemicals and keep it clean and a good experience...basically a good sales team. My Negative experience is with the Capital Hot Tubs and Spa Service Department. In Oct, the tub stopped heating and I called in for an appointment, I was told being place on "First available" wait list is better than a scheduled appointment ...(I agreed) to a required pre-approval for over $700 for repairs ... provided a cc number to confirm. After about a week I called to check in and was told I'm still on the list... 2 more weeks of silence I called back, and was told I'm still on the list and expect service before Thanksgiving... ...I agreed to stay on "first available" and asked about the cold weather coming and if I needed to drain the unit. I was told it wasn't needed and we wouldn't likely see temps that cold for extended periods to cause damage as the unit I had was well insulated and they would be there before it was so bad..... After a few more weeks without response, I went to the physical Capital Hot Tubs and Spa store to inquire. Again nice employee working and supportive, but said they don't do service issues in store and he called the service team (off site) and let me talk to a informed and employee... She looked it up and acknowledged there was an appointment listed and missed, (no longer listed as first available) but they never followed up internally, so it went forgotten.. She said she would reach out to the manager and service team and get back to me. She also sent an email stating she would reach out with update, but never did. After multiple tries and being very patient with Capital Hot Tubs and Spa. I used another service for repair, it took about a day to get diagnosed and fixed and overnight the unit was back to 102 degrees. ...unfortunately ....some of the pvc pipes above the pumps did appear to freeze/crack and now I have hot - hot tub, with a visible waterfall when the pumps...

I bought a 3 person sauna from this company last year in October. When the sauna was delivered one of the main panels had a hole busted through it. The delivery men noticed it while unboxing it on my front lawn. They showed it to me and called the office and had me speak with a manager. They assured me that if I would just allow them to install the sauna as is, they would deliver and install a replacement panel, free of charge, once they received it. They said it could take months to receive the replacement panel, which is why I should just take the sauna as is, to be able to use it by the expected date of delivery. I should never have allowed them to install it - in the following several months I called and left several voicemails DURING BUSINESS HOURS and they straight up avoided me. I never got a response or anyone to pick up my calls. It's almost as if they blocked my number. Before returning my signed contract to them (before delivery) I was also verbally promised a discount to begin with, which never showed up on the bill. I was fully charged for a sauna with a broken panel and the issue was never rectified. This company has many good reviews - but the people who left them must have received intact equipment upon delivery. For me - No emails, call backs, just 0 effort or care to resolve the fact that I bought a near $7000 sauna that was defective before installed. To say the least, I'll never support this company again.

Procrastination is surely an issue in my case because I'm just now getting around to calling this company out for this complete lack of care for me, as a customer. I've had many things going on in life that kept me from addressing this stressful situation. But that procrastination is over, with this review. Contacting...