2026-04-18T19:17:27.128Z

I have had mixed experiences with The Hot Tub Store. When I purchased my spa from their Vacaville store ~ 5-6 years ago, I gave a 4* review for an overall decent experience, and left a 5* review 2 years ago after an "above & beyond" experience with Chuck Everett, their service technician.However, my experience recently with Monique involving order and installation of a new cover was the antithesis of "...good customer service." While I could have both purchased and had installed the same cover less expensively via online arrangements, I elected to go with The Hot Tub Store, a known entity, over another (unknown) online. My experience is one of disappointing "...customer service."I was required to pay the full ~ $1500 amount (cover, delivery, and installation) up-front to order, with est. delivery in 2 months. Two months later (yesterday), I was notified that the cover had arrived and to call to schedule installation. Upon calling, Monique informed me that it would be at least another 3 1/2 weeks (!) until they would "...be in my area" (I live between /Winters & Vacaville, ~ 40 minutes from their headquarters in Fairfield). I was scheduled for Monday, and notified that they could not give me a time, but would "...call the night before..." to give me a 4-hour service window. So, as a working person, I must put aside the whole day, as a "4-hour window" designated on Sunday night means I must take the while day Monday off.As a self-described "small business" that supposedly prides itself on "...good customer service," this business falls flat. I will use other outlets in the future.

2026-03-05T05:04:29.955Z

I spent nearly $20,000 on a hot tub from this company, and the experience after delivery has been one of the most frustrating customer service situations I have dealt with. I made repeated attempts over several months to resolve these issues directly before writing this review.When the hot tub was delivered, no stairs were brought with it. Instead, the team selected a set of stairs last minute on site. Those stairs did not properly fit the space and felt unstable, yet I was still charged for them.During installation, a technician looked at the electricians working on site and asked “Do they speak English?” with an eye roll, which made both me and another adult present uncomfortable. It was unprofessional behavior in a customer’s home.Because of that interaction and the overall confusion surrounding installation, I chose to cancel valet services and instead requested a one-time instructional visit so I could maintain the hot tub myself.That visit never happened.Instead, what followed was months of disorganization and lack of follow-through:• No one replaced the ill-fitting stairs• No one provided the promised instruction• My hot tub went over a month without service, leaving the water cloudy and foamy• I received repeated calls asking me to update my credit card after requesting cancellation• I spent months chasing follow-up calls and emails• At one point, the voicemail for the person assigned to help me was not even set upAfter all of this, the company ultimately terminated the service relationship entirely and informed me that any support for the spa could be found in the owner’s manual.They have offered to refund the stairs once they are picked up, but that does not address the larger issue: a complete lack of coordination, accountability, and post-sale support after a very expensive purchase.For a product at this price point, I expected professionalism and guidance. Instead, the experience has been marked by disorganization, poor communication, and a company that appears unwilling to take responsibility when things go wrong.I strongly encourage potential buyers to read reviews carefully before purchasing. Update: After posting my review, the store responded publicly claiming they had tried to reach me and suggesting the stairs had been delivered previously and may have been misplaced during landscaping. This is not accurate. The hot tub was delivered without usable stairs, and I was later sold a set last-minute during installation that did not fit the space and were unstable. I would have designed the landscape differently if proper planning had occurred during the sales process.I also want to clarify that the technician’s comment about whether the electricians “speak English,” accompanied by an eye roll, was uncomfortable and inappropriate to both myself and another person present. Dismissing that concern rather than acknowledging it was disappointing.For months I have attempted to resolve these issues by phone and email, including requests to cancel valet service and to receive basic instruction on maintaining the spa. Multiple calls went unanswered, voicemail boxes were not set up, and I continued receiving requests to update my credit card for services I had asked to cancel.At this point I have filed a complaint with the Better Business Bureau simply so the situation is documented and addressed through a formal channel. I am still hopeful the company will resolve the outstanding issues professionally.

2025-12-26T22:37:32.816Z

We wanted a hot tub for our backyard landscaping project in the city of Sonoma. We talked to friends who had purchased a "Hot Springs" tub from Terry at "The Hot Tub Store" in Santa Rosa. We met Terry, a pleasure to work with, knowledgeable not pushy. He answered all of our questions and then some! We left knowing more about hot tubs than we ever thought to ask. He invited us to try the saltwater tub that we were interested in, the Limelight Collection, Flair Tub. We purchased it and that's when the 5 star experience really began. Benjamin, the field management tech came to our home for an operation and maintenance orientation. He found the tub was not heating as our electrician had improperly wired the tub heater. Ben traced the problem to the tub control panel and corrected the issue on the spot.We were so impressed with the service that we purchased a maintenance contracted with "The Hot Tub Store" and have been enjoying our tub trouble free for over a year.Lastly; kudos's to Brian from Ben's maintenance crew who has been our very polite, professional, and knowledgeable monthly maintenance tech. Tom & Gretchen Petersen

2025-12-18T22:45:57.168Z

The Hot Tub Store deserves every one of these five stars. We purchased an Endless Pools swim spa with swim current, underwater treadmill, aqua bike, jets, and Bluetooth speakers… and it has been absolutely amazing! We use it six days a week.The swim current and treadmill are Bluetooth-connected to our phones, and I programmed an interval workout that automatically adjusts pace and timing. I swim about a mile every other day and then hop on the aqua bike. My husband uses the treadmill every other day. The whole setup works seamlessly.Before buying, we put a deposit on a different swim spa and assumed they’d be comparable. They weren’t! The Endless Pools swim current is smooth, wide, and beautiful to swim against. The other brand felt like swimming into a hot tub jet—lots of bubbles, choppy water, not enjoyable. The difference was huge.My advice: actually get into the spas in the showroom before deciding. The feel of the swim current matters more than you realize. We are thrilled we chose Endless Pools and so grateful to The Hot Tub Store for helping us get there. Highly recommend.

2025-11-26T15:59:13.109Z

I have had THE BEST possible experience working with Terry Rich in Santa Rosa. Terry was super helpful, knowledgeable and gave a perfect recommendation. We love our spa! It felt more like Terry was a friend in the business looking out for me rather than a high pressure sales person like I’d met with at a different store earlier. I could go on and on about Terry Rich! If you are seriously considering a spa, go talk to Terry and you’ll experience for yourself!!

2025-11-13T07:24:16.096Z

We bought our 2nd hot tub from the Hot Tub Store many years ago. A second cover was delivered and installed this morning. It looks great. The tub is great. The people at the Hot Tub Store are great. We live some distance from the Santa Rosa store and need to have appointments set up well in advance. Michelle in the service department is truly a pleasure to work with, and all of the service crew members we have met, Brian, Ben, and Daniel, have been knowledgeable and helpful.I'm adding to this review today, NOV 12, 2025.1. We had some great service a few months ago involving a water leak and a needed water heater. This work was completed very satisfactory and our technician was also able to repair 3 non-working moto massage jets in the tub.And then today, three fellows from the Hot Tub Store came to our house on the North Coast to install a new hot tub cover. The guys were all great, The head man was particularly helpful. The crew arrived when expected and were done quickly. I was very impressed by the service and the reliability of the crew.I can again recommend the Hot Tub Store for parts, repairs, service work, anything that you might need done for your hot tub. The men all knew what to do, and the work was done promptly and correctly. My family will be happy and proud to call upon the Hot Tub Store for service or repair in the future. The help from Monique in the office is very much appreciated as well.

2025-10-30T19:58:47.954Z

We had the pleasure of purchasing our new Caldera Kauai hot tub from the The Hot Tub Store in Santa Rosa. Terry, our salesperson, was informative, patient, and helped us find our ideal tub. He continued to be a friend and asset to us throughout the sale and all the way to the tub install--helping us find an electrician and giving us resources on properly installing the tub. When Terry was out, the the other folks at the store were great at answering questions as well.This is actually our third Hot Springs Tub, but the first that uses Hot Springs/Caldera's Freshwater Salt System. Because the set up is a bit different for salt systems, Terry strongly recommended we get a backyard orientation and support around the first fill and getting the tub ready for use. We are glad we did!Benjamin (also with The Hot Tub Store) came out to the house and literally gave us a perfect education on our new tub, set it up with all the needed chemicals, and explained everything to us in an easy to understand way. For the first time in my many years of owning a hot tub, I felt I had a knowledgeable ally in helping me maintain and enjoy our tub.We appreciated the support Benjamin offered so much that we agreed to give the Hot Tub Store's monthly valet service a try. With this service, and our salt water system, I literally have to do nothing for our tub other than sit in it and relax.I have nothing but good things to say about The Hot Tub Store and the Hot Springs products they carry. I have counted on them for decades with only the best of experiences.

2025-08-24T00:47:13.259Z

I have been enjoying my salt water hottub for over a year now and very grateful for it! The purchase experience, set up, continued support with questions afterwards was first rate. Once I had made my decision, Terry worked with me to facilitate the delivery timing around my travel schedule. Terry is tremendously helpful, patient, knowledgeable, and welcoming! The hottub has been super easy to maintenance (i do it myself) after a very thoughtful training at install by Ben. I highly recommend Terry and the team at the Hot Tub Store. I love my hottub and relaxation it bring me!