I live in Botetourt County and my Spa sprung a leak in the jet system . I tried stopping the leak from the outside of the spa but had no luck. I decided to purchase a new spa. I entered the store in Roanoke the last week in August to find out that there were no spas in stock for sale and could not order one in less then about 60 days. I explained to the representative that my Spa was leaking and if I could not stop the leak then I had no choice but replace it. While I was there he told me of a product that he sold that worked similar to stop leak in an auto radiator. I told him I would check back with him about available future orders as they come in. I checked with most of the local spa dealers and each one was in a similar situation. So I called the store and spoke to the same rep a week later. I asked him if he remembered me and he said yes. I asked him about the produce he told me about that was used to seal leaks? He named the produce called Leisure Time Leak Seal. He told me that his service people used this produce regularly with good results. I asked if he had it in stock and how much it was. His answer was yes and it sold for $39.95 a bottle. I went to his store and bought the product and he explained to me exactly how to use the product. I not only followed his directions but read the instructions completely .After three applicationthe system leaked every bit as much as before I started. It is such a small leak that from what the rep. told I thought surely it would at least help. I called the store and told the rep. that the produce he sold me did not help at all. He asked me what I wanted and I said a refund or something else that might help me. He told me clearly that I purchased the produce at my own risk! He refused to budge and said good bye .I may go back to my credit card company and file a complaint. This is dirty business!

Bill came and completely emptied and restored the salt water hot tub to full use.He is very intelligent, resourceful and competent. I nice conversationalist.I completely enjoyed meeting him as I learned more about my hot tub.Positive experience indeed.

Have dealt with water by design since purchasing our tub in 2015. Always a very good experience these past years. Our service call with Billy and his partner today was also the upmost professional and very satisfied with our service call. Thank you !!

Excellent experience with the water by design team. Brian was very knowledgeable about the products and took the time to answer my questions. Pricing was fair, upfront, and honest. Mark and the install team were excellent and worked really hard to find a solution for my very difficult install project. I had looked at other places in town and found nowhere near the level of service and knowledge. I highly recommend water by design.

I appreciate the time Mark took with us to discuss all of our options, and I also appreciate the fact that when we ordered it, we were told that we would get it at the end of July and that is exactly when it arrived. Delivery and set up went smoothly. I never knew how much I needed this until we got it. The EP R200 has brought me a level of relaxation I didn’t realize was possible without chiropractic treatment and massages (neither of which I’ve had in years). Between the aquatic exercises and the jets hitting every necessary sore spots needed, I feel like a new person. I am an indecisive person who takes a very long time to make a choice. This was the right one, and I’m grateful for the thorough communication from Mark every step of the way. Thank you!!

The customer service was top of the line. All of our questions were answered patiently and thoroughly. The staff stayed in contact with us throughout the entire process. Our hot tub was delivered and set up in a timely manner, and we were given complete explanations on hot to take care of the unit.

The technician was very professional and a nice gentleman. He was found the significant leak we had at a pipe. Unfortunately the cost of fixing it was cost prohibitive for a Hot Tub that is 14 yrs old. Unfortunately Hot Tubs have become too costly for us to replace at our age. That’s unfortunate.

They did a great job and communicated with me through the entire process. Great customer service and the product was just as expected.

In one sentence, the Water by Design team should be coaching other businesses on top notch service and professionalism. From the time we were searching for the right hot tub to the present, we have had the best customer service.My husband and I had no idea what we wanted. Mark helped us in the Roanoke location and went above and beyond to help us find the right hot tub. We were also a very rare case in many instances, but that didn’t stop the team from problem solving and finding the right solutions, especially with installation. During these rough times, it did take us 6 months to get our hot tub due to high demand. However, Mark kept us informed the whole time. I highly recommend doing business with Water by Design!

We just had our tub delivered and we are very impressed from beginning to end. It is so nice to buy from a company with such great customer service! Glad we didnt go with someone who drops it in our driveway never to be heard from again. Highly recommend Water By Design and Bryan!

This crew is so professional and were fantastic throughout the entire process. The sales team is super knowledgeable and the delivery team friendly and efficient. We are excited to enjoy our beautiful spa. Thanks guys!

Easy purchase with some of the best equipment in the industry per my research and yes I over analyze! Delivery guys were friendly and knowledgeable and delivered with no incidents even in 4 inches of snow!. Top notch electrician they work with that was very reasonable and he and staff did clean work. Definitely recommend these guys.

Very responsive. Professional. Installed a new heater on my hot tub. Heater came from mfg with some issues; they came back very quickly after initial install to correct the mfgs oversight.

We are very pleased with our beautiful hot tub 😍. All of the staff at Water By Design were extremely helpful and courteous. The gentlemen who installed it were very good and explained everything about its maintenance. The electricians were very nice and very quick to get the hot tub hooked up. The whole staff worked very quickly and professionally. Thanks to COVID, we had to wait longer than we wanted to get the tub, but it was worth the wait. We are happy we chose Water By Design and will definitely recommend them to our friends who are looking to purchase a hot tub or swim spa.

From the first visit at the showroom to now enjoying our awesome Hot Tub, the experience as been nothing shy of amazing. Mark, our salesman, answered every question we had without hesitation and exceeding our expectations in customer service. We did shop around for weeks and I can say we made the right choice. Once delivery day came everything went as smoothly as they told us it would. The delivery guys were very professional and had all the right equipment and made it look easy. They told us everything we needed to know when it came to the chemicals and start up. We are now enjoying our hot tub without a single problem or issue. Great job Water By Design!!! Josh

Mike and his crew showed up this morning on time and went to work right away to install our hot tub. We had a tight fit and they made it work. The guys were professional but friendly and positive. The nice thing about WBD is that other than the electrician the hot tub comes with everything you need even the disconnect box. Speaking of the electrician, WBD coordinated an electrician Ron who came right after the tub installation. Again Ron and his assistant were knowledgeable, professional and friendly. They hooked us up in a couple of hours. WBD still owe us a couple of robes but we are very happy with their service so far.

Great service and product. Excellent care.

Great service! This was my first experience in having the hot tub serviced and I was definitely pleased! Maintaining a hot tub is definitely out of my wheel house but I now feel confident to do so and that any assistance I need is readily available. The price was reasonable as well!

I tried calling this company for approximately a week before I got through to Brian.I explained to Brian that I had a pump leak and an electrical problem with the water heater Brian then informed me that it would be $95 to have somebody look at the hot tub and that that money would cover the installation of the parts As we got closer to the day that was out at least 2 weeks I called to check in to verify the coming out to look at the hot tub. I was then informed that the price was $125 for them to come out, I questioned that Brians excuse was they mustve raised the price and I wasnt aware of it.I talked with them further and he informed me that the hundred and $25 was an upfront charge that covered the service call and that when they knew what parts they needed I just needed to pay for the parts and they would be installed this was the 2nd big lie.I also stated that I had a doctors appointment and I had to leave by 1:30 p.m. in order to make it and Brian assured me that this service guy would be there in time for me to make it. 3rd big lie. This inspector arrived About 1:15 p.m. and he told me that he would look at the hot tub and get back to me with what would be needed to fix it. I was not informed that I had to pay hundred and $125 up front! The obvious game plan was to wait till I was gone and then hit up my girlfriend for the hundred and $125 fee! Ive called Brian and said that I wanted a refund and he told me that he would not do that.The lies continued and when I receive the estimate they wanted to charge me $375 for the service call and the price for the parts was approximately 2 to 3 times retail! Another big lie! Brian said he would credit me the hundred and $25 against the $375 furthering the scam to nickel dime themselves into riches at their customers expense! Or should I say enriching themselves to a sum in excess of $700!I doubt this post will last year very long but I thought the potential customers to know that theyre being scammed and vastly overcharged by this company! You need to look out for yourself because in the state of Virginia people like Brian are allowed to do this as the state is a buyer beware state but how can you be aware if the vendor to begin with is lying to you!!!responding to reply: Brian did know this was a barefoot spot it had nothing to do with warranty work or anything else yes I would like to see all the pictures you shut took and all the information about the parts that you claim need to be replaced.When I left the house and showed the service estimator where the hot tub was and opened it the water was crystal clear that evening when I came home the water was all cloudy with a scummy layer on the top and Im not sure how that magically happened between the time I left the house and about 6 p.m. when I went to try to use the hot tub!Your ridiculous statements about you waiting out that the end of the driveway till I left are just an example of more of your lies and how you frame things in a false context! I called in and said I had to leave and Brian told me that the guy would be there in plenty of time Willie got there just before I had to leave and I did show them the hot tub! But there was no mention made that the visit had to be paid for at the time and they took advantage of my girlfriends lack of knowledge of the conversations and charged her, out of her good nature, for the bill! The agreement and all that information does not have my signature on it!So basically the whole response that they put in below is a bunch of BS! The charge going up from $95 $125 was strictly arbitrary and had nothing to do with the fact that it was not a tub sold by water by design but I was told they didnt know why and they just thought it was an increase because of mileage or something according to what Brian told me so even here were getting 2 different stories are just more lies! IMHO

Purchased a R200 Endless Pool recently .Delivery was seamless and Paul Sr coordinated the electrical, concrete pad and deck surround..it’s a fantastic edition to my home and I’m able to exercise in the pool pain free as I have hip replacements. The tubs therapeutic jets are strong and the swim jets have 2 speeds. Exercising in the pool is fantastic but so is just floating in the sun or under the stars. The pool heats up to 105 degrees and has a chromotherapy light show. Over all I am very pleased with the pool and the professional service from Water By Design. Treat yourself, you won’t regret it

Ive been struggling with other spa companies in the area and their general sense of apathy and mishandling of parts, support and me the customer. 1 call to these guys and my issues were resolved efficiently and with none of the classic pool/spa shop hustle. Extremely pleased and would recommend to you.

Very good company to do business with. Very knowledgable and helpful. Service department also is the best and professional.

Very kind and helpful!

Scheduled my service for the next business day and showed up on time. Diagnosed and fixed the problem quickly. The hot tub was working within 30 minutes of his arrival. Thank you Paul !

The staff is great! From the sales floor to installation everyone was very friendly and very knowledgeable. We look forward to many years enjoying our hot tub!

We LOVE this place. We bought our hot tub from here several years ago and have continually been satisfied. Not only is our Caldera spa awesome, but we buy our supplies from here and get great advice from the best staff in the business. If you are considering getting a spa, dont buy anything until you come see Paul and his crew.

Very knowledgeable. Very honest and trustworthy. The best customer service but you could ever receive.

This is not the delivery address for truckers 🙄

Phenomenal customer service! They actually serve the customer and do it well! Thankful!!!

Excellant communication with Morgan during decision process.Very knowledgeable about product and responsive when we had questions.Excellant customer service with everyone including install crew and electrical crew.

Very nice. Learned a lot. Salt Water seems best.

The technician, Bill, was thorough, pleasant and efficient.

Wow! I was so anxious about finding the perfect hot tub to fit our backyard remodel, and then I met Bryan. He welcomed us to sit in the tubs and fully explained all of the features. By the time I left the store I felt like I had found the perfect centerpiece for relaxing and entertaining. Even with all of the research that I did in advance, I learned so much from my visit and feel that I have a custom piece to enjoy for years. Thank you Bryan and Water By Design for making this such a great buying experience.

Words can’t express how happy I am. I’ve been a customer for almost five years. I just purchased my second hot tub from them. It was time for an upgrade, never had any issues with the old one but I was ready for a bigger, and better tub. Mark is the man, go talk to him, he truly cares and wants to make all customers happy. Thank you again.

He came right on time, found the problem immediately and Im having an electrician repair it tomorrow. I am very pleased.

Paul and Corey have been helpful keeping my tub working. Morgan has been a great help.

Our experience was great from purchase to delivery and start up. The sales staff was easy to deal with and was able to answer all of our questions and concerns.The delivery was on time and the crew took time to explain everything. They were very careful and professional.We are now enjoying our tub and very satisfied. Would recommend Water By Design for sure.

Had a recurring issue with my 6 month old hot tub going into power saver mode and flashing red lights. Put in a service call. While the technician as well as those answering the phone are very polite and seem to be customer focused, I was disappointed that I was told I had to replace the filters. An Internet search showed the average life of hot tub filters is 2 to 3 years. My tub does not see heavy use and we clean the filters weekly so I dont understand having to replace them after only 6 months.

Bryan was very knowledgeable and answered all my questions and I appreciated the quick answers from Paul regarding the stability concerns I had about my deck. Five star ⭐️ customer service received!

We had great experience at Water by Design. Bryan was very knowledgeable of the products and answered all of our questions. Would definitely recommend him and Water by Design for all of your hot tub needs.

Amazing service! The staff was friendly, service was literally overnight! They were able to accommodate my busy schedule. Now I am able to relax in my spa, and I’m loving it! Thanks to all the great staff! Keep up the good work!

We have always had great experiences with Water by Design. They are great people and have given us amazing service throughout the years. Cant wait for our next Hot tub upgrade.

Very helpful staff, very tentative to my questions and needs for hot tub supplies

Great experience buying our first hot tub! Staff is exceptional, friendly, professional and helpful! Highly recommend!

Great place, great people and amazing service

Great customer service. Bryan was very knowledgeable of the products and answered all of our questions. Would definitely recommend him and Water by Design for all of your spa needs!!!

Arrived on time, diagnosed problem quickly, put new circulation motor, which he had with him, in the spa and resolved the problem for a reasonable cost.

Came early! Very professional! Explained in detail what needed to be done!

Excellant service

The best place to purchase a spa. The staff is great they are very knowledgeable and accommodating. The spas they sell are top of the line. You will never find a better place to shop for a spa.

I am a 51 year old Landscape Contractor. Physical labor of past 30 years has taken its toll on me.I did not believe in the therapeutic value of Hot Tubs. Paul Jr. told me I needed to take a test drive.After a couple years of seeing them at the home shows I finally took his advice. When I visited the store in Forest Paul asked which tub I wanted to try. I replied “put me in the one that takes ten years off my mileage”. He did!! I tried the Hot Springs Geneva and was blown away! I have muscle, spine and neck issues. The tub addressed them all! Its like getting a deep tissue massage. Each seat works a different group of muscles. Incredible. I really do come out 10 years younger! I can sleep like a log again. This is really a life changer. I use it year round, several times a week. Best money I have spent in a very long time. Thank you Paul Jr and Paul Sr! Should have done this years ago!

Great folks!

Thanks for a great Hot Tub! Bought at the Year End Sale, and it was just delivered this week. My wife and I are very happy. Staff was very knowledgable and helped go over our hot tub once it was hooked up by electrician. Would highly recommend.

This is a very nice place to shop for your spa! They offer some of the best brands in the business (Caldera,Hot Springs) as well as they are a very family oriented and non high pressure. They are great at assisting in picking out the best spa for you and your family. We highly recommend them!

Paul,Finally got to use the hot tub for first time last night. As you know, I made a significant investment to position the hot tub so that I could look out onto beautiful Smith Mountain Lake while soaking. What a waste of money! I’d estimate that 95% of the time spent in the tub I had my eyes closed…thoroughly enjoying my new found pleasure. Awesome!!!! Thanks for adding one more thing to make my retirement more relaxing and wonderful.One Happy SoakerBrian

I called with a technical difficulty with my salt water hot tub and a service call was made within a few days time. A very attentive and personal business.

Everyone was great to work with and they took care of coordinating all the installation details with the electrician and the landscaper. Would definitely recommend them!

Robbin was helpful and made the shopping experience so easy She was informative and I would tell anyone to go to see her if you are looking for a hot tub

Very responsive and nice to deal with

Great, personal service! Fantastic products at good prices.

Update-I was contacted about a month after leaving this review by the owner who informed me that I had fallen through the cracks but wanted to make things right and came that same day to handle the residue and verify the color of the steps. I am still concerned the color of the steps but at this point it is either a manufacturing issue or design flaw, certainly not that of Water By Design. I read the owners response and not sure why they do most of the interactions from their cell phone and tell you to call them with any issues, which is what I did. Having received texts from the owner and replying to those texts indicates that is an approved method of communication. If you really dont want people using personal devices it is probably best not to use them to conduct business.First off I will say they are great salesmen. However after the sale is when everything changes. Was brought the wrong steps at delivery and put the lifter on wrong damaging one of the panels. After several messages and checking on it they finally replaced the panel and brought new steps only to find they are the wrong color. I reached out via text to the owner to show him the color was wrong, no response. I also noticed after a week or two there was a weird residue on the new panel, I sent a picture of this to the owner and mentioned the steps again, no response. Guess I made the wrong choice in selecting the hot tub. So while the beginning process was smooth and responsive thats where the good stops. I can only assume I will not have support when I have an issue.

It was a long process and I asked a lot of questions....Robbin was very patient with me and answered or found answers for all my questions.....the delivery was early and Leo did a great job placing tub and explaining the operation of the tub....

Great customer service and very friendly staff.

I love Water by Design. They have always done right by me. Great company, I would highly recommend!

I plan to update this as things progress. We purchased our tub in October and paid in full when the tub was dropped in its spot. It is now January 2nd, and they are still working on it. We have dealt directly with Paul Sr. the entire time. Paul is a very good salesman, no doubt. So far, it’s the follow thru. He said the words and I quote, “by the end of this you will be telling your friends about us”. He was right, we are telling our friends and fam about them. Only not in the way he was thinking at all.We ordered the caldera 7’x7’. We ordered all the bells and whistles...tv, Stereo, umbrella, etc. The tub arrived roughly 5 weeks after we ordered it. They quoted 3-4 weeks. No big deal there because we understand it’s Christmas Ect. One side didn’t initially work but they fixed that within about a week. As of this date, jan 2, that is where we are...no tv, no Stereo, incorrect cover, very litttle training on how to run the thing (the electrician gave us a quick how to but forgot to tell us basic stuff like washing out filter), etc.Thus far, everyone is friendly for this company, but the things that matter like follow up, doing what you say, etc have not been there for us.They are at our house today working on it now, so I plan to give another google review tonight.——It’s now jan 3rd...Paul jr and one other nice man came and set up tv, sterio, gave us lessons on running it, and correct cover...still need umbrella but that delay isn’t anyone’s fault (actually Paul jr trying to get us a better choice). Overall, I’m still very upset about the timing and over promising, but I’m def improving my rating.

I really hate leaving a bad review, and Im not sure I really ever have before, but this is their own making. Sales they may deserve 5*, but I have called them 4 times starting in Dec 2016 to please come fix my hot springs spa. The last time I call was April 11th, and Mark seemed like he couldnt believe no one has gotten back with me. Well here we are on the 14th and still havent heard from them. Long story short, I just called another company. They called me back in 3 minutes to schedule. I called Water by Design first because they were the only ones I could find in my area authorized to sell hot springs. Dont not go there because of my review, but I would ask about their service.

Service and responsiveness are very good

Excellent Service.

Great products, installation, and service

Great Family Company

I had very bad experience with these people .Called them to clean my hot tub we agreed on the price, later charged me more than we agreed on plus the guy which they call him technician broke the strip lock of the cover and the drain plug, then I called them to fix what they broke, called me back saying they would be willing to fix it for $200 .I dont recommend these people to any one.

Everyone we worked with were very friendly and professional. Gave us great advice and were very helpful. Would deal with them again and again.