BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Capital City Hot Tubs Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Capital City Hot Tubs Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Don Luke, CFO Mr. Kevin Luke, President Ms. Michelle Luke, Secretary
Spas & Hot Tubs - Dealers Spas & Hot Tubs - Supplies & Parts
Products & Services
Capital City Hot Tubs, Inc. provides hot tub and spa sales and repair.
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BBB Complaint Process
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: My hot tub still leaks and the Moto-jet installed does not work despite service request. The company wants to charge more money to come out and repair I noticed back in 2012 that my above-ground Hot Springs hot tub was leaking from the bottom. I found Capital City Hot tube via the yellow pages. They stated they could reapir above-ground spas.A man came out cleaned the spa as requested "repaired" the leak. He also offered to replace the Moto-Jet in the spa since it wasn't working. I stated yes. After he was finished he had me sign a receipt that read spa leaking. A few days later the spa continued to leak and the Moto-Jet did not work. I called and asked if the man could come back out and let me know that it would be a bigger job to repair the leak and could come out a take the Moto-Jet. The man on the line stated I would have to pay for them to do this because "we ******'t work for free". I made a few calls and the man I talked to was extremly rude. I called my Chase MC and the woman stated that I would get a refund for the $280.00+- as the company had agreed to give me a refund. I made another phone call to the company addressing the refund/credit (not for the cleaning of the tub)to my credit card. The man on the phone stated there is a "statue of limitiation" on refunding the money. He was agitated and rude. i said I would report them to the BBB and hung up. I received 2 voice mails after that from the man that came out to "repair" the spa and another from the belligerant man in the office. The last message apologetically stated "we have a note here that we are supposed to give you a full refund". I have yet to receive a refund. The amount was about $286.00 I believe.
Desired Settlement: I would like a refund or credit to my Master card for the failure of the company to repair the leak and installing a Moto-Jet that does not work. The technician that came out mislead me regarding the reparation of the leak doing the minimal repair job and not disclosing the bigger job it would take to permanently repair the leak. The technician, over the phone, advised me to put a jet air valve in a particular position to keep the spa from leaking and change the position of the jet air valves to get the Moto-Jet to work. Both of these interventions did not work.
Business' Initial Response
BBB's Final Determination: Consumer accepted resolution offered by the business.
Problems with Product/Service
Read Complaint Details
Complaint: My hot tub is leaking. My calls and requests to have it fixed are ignored. I have a ****** hot tub I purchased 4 years ago from Capital City Hot Tubs. The hot tub leaked the first time when under warrenty. The company promptly came out and fixed it. It leaked again about 1 year later. Again they came and fixed it. Another year went by and it leaked again. This time they charged me. I called the owner and explained it was only temporarily being fixed. The service man simply tightened some pipes with a wrench. The owner was very professional,took off the charges and said to call him personally if the tub leaked again and he would get it fixed properly at no charge. It started leaking August 23rd. I called and was told they would come on Friday, August 24th. When no one showed up I called to tell them the leak was severe. The water drains out all the way to the last jet. I was told by the owner that someone would come out and fix it on Tuesday, August 28th. I was out of town until Sept.3rd. No one had come to repair the hot tub and I received no phone calls or messages. I called from my home phone. Every time I called from my home phone I would get an answering machine. Then on September 4th I called from my cell phone and was told a repair man would call me back in 10 minutes. I did not get a call back. When I tried calling from my cell number I only got the message machine. On Wed. Sept 5th I called from my work phone and spoke to ******, the owner. I asked for an explanation as to why no one was returning my phone calls and no one from the company was coming to fix my hot tub. He simply got all my information that I knew he already had: last name, address, phone number. He said I was on the schedule for Friday. No one came to fix the hot tub. I received no phone call. When I call from any number I previously called from I only get a message machine. I am obviously being given the run around and Capital City Hot Tubs has no intention of fixing the hot tub. I left a message on Friday, Sept. 7th. I even offered to pay to have it fixed. Still no reply. I highly suspicious that the company may be going out of business?
Desired Settlement: I simply want someone from Capital City Hot Tubs to come and fix my hot tub.
Business' Initial Response
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved