Capital Hot Tubs & Saunas — Local services in Urbana

We are current Hot Springs Grandee owners and long-term Capital Hot Tub customers. Because of the imminent installation of our new deck, now seemed like a good time to trade in the current Grandee for a new one. Jeff in your Clarksburg office worked with us for nearly two hours this morning to show us variations of the current Grandee models (including the NXT), their features, color combinations, and various options. We decided on a new Grandee NXT with a salt water system – and in the course of our discussion, I asked about a possible military discount (I served 25 years on active duty in the US Army). Jeff informed us about a new program that Capital Hot Tubs has initiated with the Bethesda Naval Support Activity (NSA) Navy Exchange (NEX). First – what a great idea! According to the NEX Manager, Andrea, we were the first customers to purchase a Capital hot tub at the NEX (located in Bethesda off of Wisconsin Avenue just as you enter the Jones Bridge Road entrance on the left). We presented the Sales Order that Jeff provided us (that already removed the sales tax of $930) and took this to the Personalized Service Desk (just turn right as you enter the NEX). Though we had to work through a couple of initial speed bumps because of the newness of the program, Andrea came to the rescue and was able to successfully complete the transaction. We also applied for a Military Star Card (generally, the credit limit on these is $8,000 and, because the Star Card offers a 10% discount on all first day transactions (reflected in the first month's bill), this saved us another $820. Bottom line: This is a super program for active duty and military retirees, and can save eligible Capital Hot Tub military customers quite a bit of money (certainly worth the trip to Bethesda from Chantilly, VA). I wanted to thank you for setting this program up with the NEX. It provides quite a strong incentive for military customers to shop with you (especially to get a Hot Springs hot tub - what I believe are the best hot tubs on the market). I have attached a picture of your kiosk that sits in the middle of the NEX. Again, thanks to Jeff for making this a completely positive experience and we can’t wait to get into our new Hot Springs...

Sales experience was pleasant and helpful in making a decision on direction. Alex was excellent and knowledgeable and helped us understand considerations for the site and hot tub itself. He fielded every question we had. I followed up with calls and questions multiple times and he answered everything I had in a timely manner.

The crew that installed the pad was cordial and worked with us on exactly where we wanted things. They put protective mats on the lawn to protect it from the equipment being used, although the day they came was very hot so it burned out some of the grass. But given the heat there isn’t much they could do. They completed it in one day, which was a testament to their hard work given the heat. Two minor complaints, though. 1) Pouring the cement caused some to splash on the siding and my new deck requiring me to scrub it off. Would have liked some tarps to protect from that happening. 2) The conduit placed in the pad for the electric was off a bit, so the hot tub had to be placed a little off from what we wanted, but it still is close.

Delivery of the hot tub took longer than expected, which was apparently due to a holdup at the manufacturer. That was disappointing but minor in the big scheme of things.

After delivery and the electrician hooked up the power, we discovered the lights were not working. I notified Capital and they had someone out the next day. Fortunately it was just a loose connector. Ashley, Amanda, and Jesica all followed up to make sure the problem was quickly resolved.

We were also having an issue getting the water settings correct so I sent another email to Amanda asking for guidance and followed up with a phone call. She took my phone call and walked me through some things to check and do, which helped get us up and running. She took the time necessary to explain things to me and did not rush through things to get me off the call. That’s not something that happens much these days and was much appreciated.

Based on our experience thus far I would definitely recommend checking out Capital. And the Hot Spring spa itself has been...

Alex at the Clarksburg location is a superb host -- extremely professional, personable, and best of all, knowledgeable. During a wet test afternoon, he provided regular water bottles for hydration and personal assistance getting in and out of the test tubs. His knowledge of each system, technical specs, salt vs ozinator and chlorine, plus maintenance guidelines was superb.

We worked initially with his colleague, John, in the Fairfax store, who was equally professional, unbelievably knowledgeable, and above all, truly patient -- clearly a result of his long tenure with the dealer. The two worked seamlessly together to schedule and ensure a subsequent wet test appointment and to share background information in advance so we felt welcome.

While the Fairfax location has more floor models, the company has thought through its Clarksburg location to provide more wet test models -- outdoors to approximate a live setting. We appreciated being able to walk around the models at some distance to get a feel for the noise levels that neighbors might experience. Noise was nominal, a low hum, even on the Grandee.

Final pricing and HOA approval discussions were straightforward and painless. Alex did a great job honoring John's initial quote and helped us with pointers on preparing for installation. Josh, the lead on services/ installation, easily helped clarify the process.

I'm personally reassured that this dealer and its locations have been in continuous business for so long -- with dedicated owners and experienced staff like Alex and John -- that there should be quality local support if ever we were to have a problem. Clearly there is cooperation among the store locations. It was impressive to see the teamwork, and rare to see things run so smoothly. It was definitely worth our (nominal)...