Capital Hot Tubs & Saunas – Fairfax

Do not buy from capital hot tubs. The Post purchase customer service, including valet service, is worse than awful. I bought a hot tub from them in December and purchased their quarterly valet service. It is now July and they have only come once. I’ve left 5 email requests and 5 voicemails requesting service and call back over the last 2 months the with total unresponsiveness. Unacceptable and unprofessional. Avoid!

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.

Posted this on Yelp but will share here as well. This relates to the service center. Bought the Grandee from the Fairfax store about 5 years ago; good sales experience. Tub has worked great except for the cover lifter. Getting service this year has been a nightmare. I replaced the entire cover assembly for $1200 after it tore in 2025. It was only 5 years old, but I just got a new one because we were really enjoying the hot tub. In 2026 the cover lifer arm detached from the hot tub, rendering it unusable in the prime spring weather (see picture). That's when it went downhill with the service center. - I spent 10 weeks trying to get someone to come out to repair it (offered to pay full price) but no response. - Initially spoke to someone in the service center, who told me I needed a "bracket", and that it was on backorder. - A month later (in April), I reached back out to service center to check on status. I was told the original person I spoke to was no longer with the company, and the part wasn't the issue. - I asked to speak with a manager; was told to speak to Jeff. - Left multiple messages with Jeff, but he never got back to me. -Filled out the "service form", also no response. After 10 weeks, I got fed up waiting and went the DIY route. Located YouTube instructions on how to remove the panel. Once I did that, I saw the plywood they used to re-install cover lifter last year (which bears ~150 lbs of load btw) was only 1/8" thick, which would explain why the mechanism failed. I installed a 1" board, then remounted the screws on the lifting arm, sealed holes with silicon, and closed up the panel. This solved the issue. As mentioned, the tub works mostly as advertised; Hot Springs equipment is great. The issue is the service center. Not sure what they're thinking; I would be fine if they referred me to another vendor, but not returning calls and messages from customers is a bad look. The whole point of paying a premium price is to receive decent service, and not have to DIY fix your stuff on the weekend.

I have been a long time customer and purchased 3 hot tubs over the years. It was a great small business and even after I learned the Mahoney’s sold the business to Leslies things seemed to be okay - until now. I’ve been calling since January to get service for my hot tub and after the first visit I never heard back. I finally got someone to answer the phone and when the technician came out he said he didn’t have the parts and didn’t know why I was even scheduled. It’s been 5 months and I still have a broken hot tub. This is ridiculous. I finally spoke to a sales rep who explained they’ve lost all their good people and don’t know what’s going to happen. If you’re considering a hot tub- go somewhere else. This company is not the same as it once was.

Gabby and Alex are 5 star performers. Gabby helped us square away some issues created by several other employees who apparently have left the company. She was the first person who really came through. Alex is a superb technician and definitely understands hot tubs.