When it comes to delivering excellent customer service BenJamin and Daniel are IT! They were here yesterday to install our new hot tub cover. They did an excellent job. But more than that! Before they came they checked our file to determine if the hot tub needed more treatment. The ozone system needed to be replaced and they had the equipment. They also went through the other equipment and the filters needed to be replaced. They also cleaned the inner area of the hot tub. We had a tutorial on the chemicals and the frequency of usage to keep the hot tub sparkling. They went above and beyond! It's a pleasure to write this review, Sallie and Tom C. read more

This review is about my experience at the Hot Tub Store on Cleveland Avenue in Santa Rosa. I've had my current Vanguard model Hot Springs spa since 2017, and it is by far my favorite feature of our backyard! This is actually the third spa I've owned in the last 35 years, and my second Hot Springs spa that I purchased from The Hot Tub Store. What stood out for me is the quality of this line of spas. All of the internal fittings and plumbing are "foamed in", giving the internal structure rigidity and resistance to failures due to vibration. And I'm pleased to find that Hot Springs has continued to innovate over the decades. For example, the spa's external shell is now of a much improved and durable material that expect should last the lifetime of the spa. And lastly, I can't say enough for the professionalism and service that The Hot Tub Store has provided me over the years! If you're in the market for a quality spa, I would unreservedly recommend them. read more

Benjamin did a great job discussing maintenance of my tub, and I've signed up for the maintenance program, with them. Very informative, thoughtful and pleasant in his interactions. We've been very long-term customers of the store in Santa Rosa and continue to be very pleased with our saltwater tub. read more

We bought our Hot Spring tub from the Hot Tub Store a while back and it was an easy and fun experience. We recently had Benjamin Williams come out to install an ozone system. We had been trying to DIY hot tub maintenance and made a few mistakes, which Ben investigated, diagnosed, and corrected during his visit. Because this is a second home and we are not here consistently, we decided to sign up for the valet service once a month for peace of mind and a guarantee that the water will always be clean and safe. Ben is a magical and delightful person and I actually really enjoyed his visit. He was so kind, taught me many things about our hot tub that I did not know, and really took his time to thoroughly inspect and identify any issues to be addressed. A+ service - I highly recommend Ben and the Santa Rosa Hot Tub Store. read more

Terrific experience! I purchased the Rhythm, had it installed, now so happy to have the monthly service started so that enjoying the tub is easy and not a worry at all. Everyone at The Hot Tub store has been amazing to work with, honest, and informative. A great experience! Benjamin and Terry have been an amazing source of answers to my curiosity and kind in answering questions, I can't thank them enough! read more

The hot tub store is great. we walked in to get a replacement for an old hot tub that was no longer working. Nick was very helpful in showing and explaining different models and features So that we were confident in our choice. After it arrived Benjamin came over to give us an orientation on our new hot tub he walked through all the features and how to take care of it making it simple and fun. We love our new spa and feel secure with its 20 year warranty. When it eventually comes time to get a new one we know where we'll be going. read more

Nick Cuevas was very helpful in find the right hot tub for us. No hard sell, lots of information. Great communication when I had questions. Ben Williams was great with the set up and training. He got our tub up and running and trained us in proper maintenance. Highly recommend. read more

Alison was great. Very happy to be upgrading to a Hot Springs spa! Ben came and set everything up and did some extra work here to get things ready for my air bnb guests. Very happy with everything! read more

We just had our Hot Springs Vanguard hot tub delivered, and so far the experience with this store has been truly white-glove from start to finish. It began with Nick, who was incredibly responsive and attentive to all of our questions, and continued with Benjamin, who is probably one of the best salespeople I've ever met - largely because of his genuine enthusiasm and care for both the product and the customer experience. We originally had no intention of signing up for the monthly service plan, but after Benjamin thoroughly explained the benefits and value, we ended up opting into every available service. Would highly recommend these guys! read more

Benjamin and Alison were amazing - they made sure everything was great from selecting a tub, ordering it, getting it delivered and installed, setting it up, and getting it serviced. 10/10 experience and support. read more

After buying my tub from this store, Benjamin came out to my house and installed a salt system which works great. He is extremely knowledgeable and helpful!! read more

These guys are the BEST. Ben and Daniel have been amazing and the service from these folks has amazed me. A+.

We just purchased our tub and had it installed. The team was quick and efficient and neat and tidy. Ben was a pleasure to work with on the service end as well. read more

From the beginning, when shopping at the store, Alison took care of us properly, showing various models on the floor. We settled on Hot Spring, one of the finest models available. My husband, the engineer had tons of questions, and when she wasn't quite sure of the answer, she consulted others. The delivery crew were efficient and informed, getting right to business. Then we met Benjamin! Another dynamo in a string of incredible professionals. He educated us on the salt system, satisfying my husband who would normally have tons of questions. We are in good hands and really, I've never seen such awesome customer service.... read more

We signed up for the Hot Tub Store monthly maintenance almost a year ago and have been very pleased. We got started when Benjamin came out to make a repair and spent a good deal of time explaining the maintenance issues I was having and pointing out how regular, skilled, maintenance was the answer. And Benjamin was right. Our tub looks and performs great. The water is always clean and balanced and we enjoy our tub a lot more. Our regular technician, Brian, comes monthly, does everything and leaves the tub sparkling. Benjamin, Brian and all the staff are very accessible, knowledgeable, and professional. We should have done this a long time ago. read more

Nick and Benjamin have been helpful in the purchase, delivery and set up of my hot tub. Benjamin came out today to walk me through all of the features of my tub and how the salt and ozone systems work together. He answered all of my questions cheerfully and thoughtfully (and I had many)! John also came out to help with my set up. He was very polite and helpful. I'm looking forward to using Matt new tub! Thank you! read more

We bought our hot tub from Terry and had an orientation from Benjamin. Terry was incredible to work with and we never felt like we were in a sales process, just a really great guy helping us find the right hot tub. Benjamin was incredible spending time telling us all about the hot tub and the ways to take care of it. Can't recommend the hot tub store and these guys enough .. really top tier customer service. read more

After months of research, we chose the Aria hot tub from Hot Springs--and couldn't be happier. Hot Springs tubs are noticeably higher quality than other options in our area. Joseph and Terry guided us with excellent information and helpful samples to find the perfect model. The delivery team placed the tub exactly where we wanted it, and Grafton Electrical handled the hookup professionally. Michelle and Katie in the back office provided outstanding support for our upgrades and delivery. Benjamin promptly contacted us after delivery to schedule the orientation; his session was thorough and complete, and the whole Hot Tub Store team gave us confidence that we made the right choice with exceptional customer service. read more

Good price on a good tub. Allison was very helpful. The delivery was seamless. And Benjamin saved the day when I got lost.

We purchased our Caldera Kauai hot tub from Terry, who was great to work with. He was patient and very knowledgeable, helping us make a great choice. Benjamin came out for our orientation and after hearing the benefits of a salt/ozone combination we decided to have him convert our tub. We also joined the Valet program for regular maintenance. We're so excited about spending many relaxing hours in our new hot tub! read more

Nice in showroom variety of options. The attendant was very helpful and knowledgeable and offered lots of in store as well as delivery only options. They sell two brands of hot tubs only though. But have many models. read more

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 up After 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. The company responded to this review stating that they "tried to assist but were met with conflict." I want to clarify that the difficulties arose because I spent months trying to reach the company without resolution. Calls went unanswered, at one point I was given a phone number where the voicemail box was not even set up, and repeated attempts to schedule instruction or service went nowhere. Communication was also often patronizing -- I asked multiple times not to be addressed as "Miss Jen," yet it continued. Additionally, during installation a technician looked at the Hispanic electricians working on site and asked "Do they speak English?" while rolling his eyes, which made both me and another adult present uncomfortable. These are the issues I attempted to resolve privately for months before posting the original review. read more

I bought my hot tub nearly five years ago, and Ben has been to my house a few times to service the hot tub and replace defective parts. As always, Ben seems almost too good to be true. He is responsible, knowledgeable, competent, enthusiastic and friendly. This time my controller was dead, and Ben made sure that it was covered by the warranty. The Hot Tub Store is lucky to have Ben and should do everything possible to keep him happy. read more

We love our new Caldera Tahitian saltwater spa!! Nick Cuevas was super knowledgeable and helped us find the right spa. Benjamin Williams did a great job teaching us how to maintain it. Excellent experience! read more

I just wanted to give a shoutout for the Hot Tub Store. Terry, our sells rep was very patient with us as we worked through the selection process and really helped us narrow in on the tub and features that was right for us. Once delivered, Ben Williams came to our home to walk us through all the facets of utilizing the tub and water care. These folks really care and we couldn't be happier with our choice. read more

Ben was very informative and friendly when he did the installation. Pleasure to work with and look forward to the monthly maintenance package. read more

from start to finish the experience with the Hot Tub Store has been fantastic. and wonderful sales experience in the showroom to the orientation in the backyard with I could not be more pleased. read more

This store is terrific. I can't recommend Nick Cuevas enough. He was the best sales person i've ever had the chance to work with. Incredibly knowledgable, walked us through everything, helped us with all the steps, and even problem solved for issues as we installed and reinstalled items. Truly above and beyond service. read more

If you want have a hot tub where they are an authorized reseller and not knowledgeable on those products...want to just get the problem fixed the first time around and willing to pay for it, then consider this store. We used them to diagnose and fix a problem with our hot tub. The tech they sent out found the problem and fixed it quickly. That met my expectations. So why not 5 stars? They are very slow to answer the phone for scheduling and for follow up questions. The people that answer the phone have no knowledge about hot tubs. The only person with the knowledge is the tech there is no follow up on what the problem was. The only communication is here is what one problem is, here is the price (hundreds of dollars), can't guarantee this will fix the problem, do you want to do it or not. Then they just leave without talking to you and that's it. Was the price fair? I don't know. I'm sure I paid a premium to go with an authorized reseller and to get the problem fixed as quickly as possible. The hot tub seems to be working so that is why my review is it was an "OK" experience that seems to have met my expectations but in no way exceeded my expectations. read more

Purchased a hot tub from here and needed to replace the cover, Terry Rich told me that the cover would come with the entire kit, when it arrived it was just the cover. Terry said he never promised me the kit now I'm stuck with just a cover. Very dissatisfied. Wanted to help local business and not go online. read more

Our salesperson Allison Hals is the bomb!!! Incredibly knowledgeable of the products they sell as well as personable. She went the extra mile without being pushy. Answered all our questions in depth and in detail as well as checking out more info online. Even after we told her we had just started looking around. I love the fact they are a family owned business and treat their employees well. As well as the fact they back everything they sell and have their own technicians which was a big plus for us. Our experience was pleasant and we never felt like we were being forced to buy anything. Plus they have great customer service. All these factors made us go back after looking elsewhere. Really above and beyond service. read more

I want to start out by saying that I never leave poor reviews.... ever. But this one is a special case of poor business practice. And people need to know what to expect when things don't go as planned when they purchase something from Hot Tub Store. I ordered a cold plunge from The Hot Tub Store about a year ago. It was a floor model. The plunge seemed to be acting weird from the very beginning. I had to change the filter several times in the first couple months. The filter should not need to be changed that often. Eventually, something broke, and I've been getting the run around ever since. The plunge worked for a total of 2.5 months, with a supposed "2 year warranty", and I've been told they're ordering parts for it for the rest of the last year. After being told they're ordering parts several times, they finally came and replaced a part 5 months into this whole fiasco. That didn't fix it. I've been repeatedly told they're waiting on a new part. Never hear from them unless I badger them, and the only response I'm ever given is the manufacturer is at fault. The thing is, I bought the product from the hot tub store, and not the manufacturer, so I expect them to make it right regardless of what's going on with the manufacturer. Get me a refund. Get me a new tub. Do something to fix it. But nope, just more runaround. If you want to buy from a company that will only stand behind their products they sell when it's convenient for them, you found the right place. I have a massive $5,000 paperweight and no sense of urgency to help resolve the issue. It's been 9.5 months of inoperability and I would probably never hear from them again if I didn't continually follow up with them. When they do respond, it's just another excuse, not a solution. I would not recommend doing business with The Hot Tub Store. read more

Terry Rich came to our house in Guerneville, looked at the site we'd chosen for the hot tub and went over our options, as well as preliminary work we'd need to do. He then guided us every step of the way, making sure that the process went smoothly. He continues to check in to see how we are doing (we love the tub)! I'd highly recommend Terry and The Hot Tub Store for such an important purchase! read more

Daniel who delivered our new spa cover was so nice, took extra special care of us! We are so happy with our spa over these years and now with a new cover, even better. The knowledge of this group is very helpful in the maintenance of our spa. Thank you the Hot Tub Store. read more

I just got my hot tub delivered and it exceeded my expectations! The men showed up on time and were careful about my landscaping. My whole experience so far has been excellent. Thank you! read more

The Hot Tub Store - Store front - Hot Tub & Pool Near Me - Santa Rosa, California

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Daniel and Benjamin came today to replace my hot tub cover, and I can't say enough good things about them! They were prompt, professional, and taught me a lot about taking the best care of my treasured hot tub. I can tell they're both very passionate about helping customers have the absolute best experience with their hot tubs. They also helped me get my ozonator and filters replaced while they were here, which was super convenient. I've always had excellent experiences with the Hot Tub Store, and I'm glad to say that my experience today was better than ever. read more

The Hot Tub Store - My new hot tub cover! - Hot Tub & Pool Near Me - Santa Rosa, California

I've had a wonderful customer experience with The Hot Tub Store of Santa Rosa. Amity Henderson is wonderful -- knowledgeable and helpful -- and has made my owner experience great. I love my Hot Springs Pulse hot tub and the branded products they sell at this location are high quality. I recommend this business to anyone interested in a new hot tub or keeping an existing one fresh and clean! I am a very happy customer! read more

I bought my hot tub right before 2021. Over a year ago I reported one of the outside panels was coming loose. No response until I submitted a bad review. I received a call and email to submit pictures, which I did. I was told that they would contact me when the part came in. They didn't. A year went by since I first reported it and it took me sending another email to wake these people up. They said they needed me to call to set up an appointment. I did that and also mentioned that the plastic grate/piece that pops in and out of where the filter is, is defective and needs replacement. In addition, the knobs and accent pieces on some of the knobs are falling off and need to be glued back on. I've been speaking with a representative on the phone and email, who told me that I'd have to submit pictures, which was fine, but I'd also have to pay a warranty service fee for each claim. Initially it was approx $79, but then because I am "so far out," it would be $130, and "I'll take your credit card information when you're ready." I questioned the fee because I reported the panel within the first 6mo of getting this hot tub, so that's a manufacturer defect. "Oh well, that's just a one-time courtesy and we'll waive that fee. The other claims will be $130." I told her that the plastic piece does not need professional installation and it's probably a $30 part and "you can mail it to me, and I'll just buy $10 silicone adhesive and save $120." Well, they don't mail warranty items, but after talking and insisting that they just mail it's, that appeared to be the expectation. Fast forward and the tech came out. Plastic grate not in stock, "but we'll mail it." The tech was competent, however he could not resolve the panel issue because whoever ordered it, ordered the wrong one. He attempted to modify it, but it didn't work. So he had to leave the new panel leaning up against the spa. Again, I don't blame him, but I did not receive a message regarding getting this resolved. A week has gone by, storms are blowing the foam out of it, it's losing heat causing my energy usage to go up. I emailed the rep again, who stated that that is not normally what happens and wanted more pictures. How would they not know or not have pictures? I have provided those already. How is this not normal for them? Reading reviews over a year ago makes it apparent this is very much normal business practices. I sent a picture. Needless to say, this company sucks. Customer/warranty service sucks. Communication is like transmitting across the galaxy. You might get a message in a year, maybe not. Over several years they've been getting bad reviews. How has their incompetence not been fixed? Anyway, the Calderas spa I got was nice initially, but now looks like it was put together by a child with Elmer's glue. Stuff just keeps falling apart. read more

The Hot Tub Store - It would have been nice if the warranty department had ordered the correct part. - Hot Tub & Pool Near Me - Santa Rosa, California

If you want excellent customer service, buy your tub from them. My partner and I were not the easiest sale: we visited 4x before actually purchasing a tub - and each time, Alex made himself available to us, twice for almost 2 hours. Between visits he checked in, but not in a pushy way (and I'm sensitive to that!). Once we selected the tub, we were well-informed of pre-delivery requirements and kept up to speed on where we were at in terms of delivery timeline. The delivery itself was absolutely painless. The delivery folks were in and out in 31 minutes - almost unbelievable, and they were the nicest folks. We had a snafu with our regular electrician's availability to power up the tub and at the very last minute Alex found us another electrician with almost no notice. After install, we've worked with Ben to get our salt system up and running. Trust this fella, he knows his stuff! We ask A LOT of questions and he has been patient and available to answer us. I've been impressed at every step and would confidently recommend them. read more

This is a review about the service provided by the Hot Tub Store in Santa Rosa. I would not recommend doing business with them. We engaged them for a repair of a warranted part they had installed previously. 1. The repair took multiple visits because the service coordinator did not communicate to the tech what the problem was. So he arrived without a part, which delayed the repair by a week. 2. Two different service coordinators gave me two different stories about what the cost would be. There might be a copay, it might be covered, it might not. 3. The invoice was opaque and confusing, including a service charge plus two separate time charges. They insisted I was not charged for two visits but could not or would not provide me a record of the times logged by the technician. 4. The technician refilled our tub with fouled water -- there was something wrong with our hose. He mentioned that the water "was brown" on his way out. What he should have done was stop filling the tub. Instead he left us to drain the tub, clean the filters and refill from a different hose. 5. I filled out a "satisfaction survey" after the service visit giving them low marks and listing some of these specific complaints. Did not get response from management. Never got a response to my email asking questions about the invoice. The only contacts I got were multiple phone calls asking me to pay. Just bad customer service on the scheduling, technical service, billing and communication. read more

The Hot Tub Store - Technician refilled our tub with brown water - Hot Tub & Pool Near Me - Santa Rosa, California