My spa arrived damaged with air bubbles in it and was ultimately replaced; however, I need to clarify that this replacement only occurred after months of delay and significant disruption to my home and property. The issue was not resolved quickly, and the impact on my use of my backyard and inground pool during the summer was substantial. The company describes situations like this as rare, but my experience has involved more than just the product replacement. There have also been ongoing concerns regarding communication, service scheduling, and follow-through on commitments that remain unresolved. Specifically, I was promised complimentary valet service twice a month from January through June due to the delays, yet services were missed in January and February and later adjusted without clear explanation or make-up service. In addition, I was informed that a contractor would be paid for additional required work related to the installation issues, and that payment has still not been issued. Their website clearly states that "the customer is king" and emphasizes a commitment to positive experiences and strong customer support. Unfortunately, my experience has not reflected that standard. My concerns are not about Great Atlantic's intent, but about follow-through, communication, and honoring what was communicated during this process. This company tends to think that replacing the item and making promises to customers but not following through on them is acceptable. I am still looking for a fair resolution and clear confirmation on the outstanding service and payment issues noted above. read more

My recent experience with Great Atlantic has been a Masterclass in customer service (sarcasm intended). My partner and I noticed our sauna was no longer able to get up to temp and so we contacted this company to inspect and repair. My partner noticed that two of the heating elements were no longer getting hot and looked to be rusted. When the technician came out to our property($185 just for visit) he informed them that he believed the heating element needed to be changed. However, the technician said that it was the sensor that needed to be changed ($225). After replacing our sensor we noticed that after waiting 4hrs the sauna still wasn't getting up to heat. So they recommended changing out the second sensor (this reply came 3 months later. It's impressive how they managed to diagnose my sauna's issues with the precision of a blindfolded dart throw. I almost believed their impressive-sounding technical jargon, but it turns out it's just a language they speak to hide their lack of actual knowledge. Their lovely Director of Operations, Diana, wrote an email detailing how it's company standard to charge $400 for a misdiagnosis, and then proceeded to state that it was in fact the heating elements and their technician had wrote that in his notes on the first visit. But don't worry, they offered to repair that for a nominal fee of $600. After informing them that we asked for the heating element to be repaired from the get go and that charging to fix items that weren't broken was dishonest they were non responsive. But here's the pièce de résistance--we fixed our sauna for $60 and within 30 mins. After ordering two heating elements and watching a Youtube video. So if you need your sauna repaired, spare yourself $1000 dollars and four months of waiting. My partner and I can cut you a deal :) In conclusion, if you enjoy a good laugh, a hefty bill, and the thrill of waiting for eons, Great Atlantic is for you! PS: Attached is the photo we sent them to show what needed to be fixed before they even came to our property. read more

Great Atlantic Pool Spa Patio - As you can CLEARLY see, two of the three elements aren't working. But ya know must be the sensor. - Pool & Hot Tub Service Near Me - Yorktown, Virginia

Worst customer experience I have ever dealt with in my entire life. I purchased a hot tub in September, I was told that my backyard did not need to be perfectly level that it could be off by 2 inches. I was also told that I did not need to install anything new in my house (an outlet) for my hot tub to work. On top of that, I was told that the hot tub could support a 15 amp house and that there would be no issues supporting the tub. I went and paid in full for the hot tub, and within two hours, got a call stating that the hot tub had to be less than a quarter of an inch off or the hot tub would not work at my house. This cost me almost $1000 to find someone to build a perfectly level platform for this hot tub to sit on. The day the hot tub was delivered, there is a gigantic gaping hole in the center of the panel. They told me it should take only 2 to 4 weeks for the new panel to be installed. It has been almost 8 weeks and the company continues to ignore my emails and calls and texts. Not only that, I almost blew up my breaker by plugging in this hot tub when it only supports a 20 amp house and nothing less. Thankfully, this is the one good thing that the company did, and they covered the out-of-pocket expense it cost to fix my breaker unit to support this hot tub. I strongly recommend not using this company, because although they were at least trying in the beginning to fix their mistakes, it's been two months and I still have a gaping hole in my hot tub with no one giving me any updates on when it will be fixed. Buyer beware- stay away from this company. I will never recommend them to anyone. Still waiting on a panel to be installed and I've had this product for two months. All they care about is taking your money up front and not giving any care in the world what happens after they got your money. read more

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10 Stars I highly recommend you get in your car and take the drive to Great Atlantic Yorktown it's so worth it. Now, let me share this amazing experience. I literally called and spoke to Kristen in Yorktown asking if they sell blow-up hot tubs (actually funny thinking about it now ). After answering thousands of my questions, Kristen mentioned they sold a plug and play hot tubs called Azure. I'm all excited, I tell my husband. We drive from Virginia Beach, get to Yorktown, meet Kristen, and her customer service. Her knowledge of every hot tub and expertise was AMAZING, AMAZING, AMAZING! My husband took advantage of the financing special, and we purchased a saltwater hot tub, the Flair made by Hotsprings. Love our hot tub & I'm still waiting. Will add pictures later. Let me say this in advance enjoy your hotub, and you can trust Kristen. Have patience she will acknowledge you. If she doesn't, it's only because she's 100% into her customer. Just say hi Kristen and when it's your turn. You will experience my review ten stars. Just love Kristen and the Great Atlantic Hot Tubs - Yorktown Virginia location. The Best read more

I had an issue with a spa that I had purchased in another state and moved to Virginia. Diana B treated me like I had purchased it from them and went out of her way to insure I got the attention from the manufacturer I needed. She kept me informed and helped me throughout the process. It is a company that obviously takes care of their customers but also takes care of the brand customers. When we are shopping again, they will be my only choice!!! It is because of exceptional customer service that Diana B gave me. read more

The sales experience was great, but there was damage to one outside panel that has still not been addressed. The hot tub was delivered and craned over the house. When they unwrapped it, there was one panel that had a severe crack and damage. This was discovered by the installation crew and reported right away. Since then, I have made many calls to the Service department and get all the answers that it will be replaced at no cost to me. It has now been over 6 months the company has not made a single attempt to reach out to me. Also, the installation crew didn't try to figure out a solution to install the cover. They provided a lot of excuses about why they couldn't install due to the spacing. I ended up installing the cover myself. My biggest issue is with the service and support side ghosting me with these repairs that they have claimed to have responsibility for and with the poor installation experience. The subcontractors for electrical and the crane were excellent, but not the delivery and installation from the company. I would not recommend this company at all due to installation team, poor service and negligible support after purchase. read more

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My wife and I purchased a Hot Springs spa from Great Atlantic pools and spas last year, Our experience with Sandy and GAS install office was fantastic. They walked us thru the process and we are delighted with our Flair spa, we use it almost every day. read more

Hired the company to come inspect a hot tub that they installed in a home we are attempting to purchase. Made an appointment with them based on my availability and theirs. They changed it to a time when I was unavailable. Finally, appointment was set for 9:30 this morning and they did not arrive to 11. I took off of work to be there at the scheduled time. While that itself wasn't a huge problem, communicating with them about the issue was problematic. When I communicated this to them, they refused to accept responsibility and yelled at me on the phone. Avoid at all costs. read more

Highly recommend Great Atlantic from purchase to enjoying your spa ! Very knowledgeable, patient and accessible! Sandy is great! We would purchase our Envoy spa with the ACE system again in a heartbeat! read more

In today's world, there seems to be a lack of personal customer service with a smile. What a refreshing experience to receive such wonderful, friendly, knowledgeable service from Sandie. From the moment I spoke to her on the phone for the first time. She gave me professional advice and asked questions to learn about my spa usage in order to help us determine our best avenue to repair or replace. I look forward to the same customer service with the installation/service department! read more

Great Atlantic Hot Tubs, Pools & Saunas in Yorktown is the perfect place to go if you are looking for a hot tub. They provide great friendly service and are very knowledgeable when it comes to being able to help you learn how to care for your hot tub. They sell all supplies and everything you'd need to make your experience the best it could be. read more

We purchased a spa from Great Atlantic back in Oct. We received a great price and really enjoy to spa now in the colder weather. Go see these guys and ask about the military connection. read more

We bought our 4 person HotSprings spa in early September. It had to be placed on an elevated deck about 3 feet above grade. The delivery was flawless and there was no need for any special machine or crane. The product was excellent and the store has been more than helpful throughout the process especially Sandie. My only complaint has been of the valet service. We signed up for monthly cleaning after after 2 months have had one service call which was rescheduled a couple of times by the service because they couldn't get there for dubious reasons and then sent out a gentleman who contradicted everything we had been instructed previously. As new owners its a little unsettling. read more

I purchased a Hot Springs spa from Great Atlantic pools during the Hampton Home and Garden Show in 2017. Sandy was excellent, she provided options for me to get the best deal as a retired military member. Installation was smooth on the Great Atlantic side of the spa delivery, however, the my electrician was not the best (I had a recommendation from a friend, but should have gone with the recommended electrician from Great Atlantic. They have cards at the front desk for electricians.). After the spa was up and running, the delivery team provided training on maintenance of the spa. Sandy provided a call back to see how I was doing with the spa about 2 months of ownership (which I am very happy I have it!). I have had the spa for about 6 months now, and truly love it. Recently, Great Atlantic sent an email to remind me of draining and cleaning the spa (recommended for every 6-8 months). The Great Atlantic team is professional and easy to work with. If you plan on purchasing a hot tub, Great Atlantic would be my first choice. read more