Its' the after sale service that makes a company GREAT, not just good' I purchased a Hot Tub from the Williamsburg location in May of 25 and had it installed in November. I use it every night and love it. I have had a couple issues; however, they immediately corrected them. Recently, I noticed the metal frame that lifts the cover and holds it in place, was filling up with rainwater and dripping rust on my deck. I called Diana Barrett and she ask for photos for the factory. I figured I was out of luck. In less than Two weeks Scott and Beby showed up with a new lifting rack. They drained the tub, and replaced the assembly. They also lined the joints with tape to prevent further rain leakage. Everyone I have worked with has been exceptional. Leia and Michael in Sales and Diana, Tyler, Chrystal Scott and Beby are all GREAT! read more

We recently purchased a Hot Springs hot tub from them and the sales and ordering experience could have been smoother, but they are trying to make up for those issues (wrong cover color and crack on front panel) now by making things right (will update later post). I do have to give them credit for this as there are other businesses out there in today's market would just ignore you. We had our orientation meeting today with Tyler from their service department and he was fantastic. Tyler was very knowledgeable about the hot tub and all the maintenance required. He explained everything to us and took his time to ensure we had a good understanding of everything. Definitely would recommend their service department for your hot tub service needs! read more

We got a hottub!!! This has been a goal of mine for as long as I can remember. Making such a large purchase can be very intimidating. But the staff was very helpful in getting me exactly what I wanted, and even let me know when there was a sale going on. I got even luckier when the item I wanted was already on the way and could be delivered when I got home from a trip! Delivery staff were so friendly and worked hard. Only one peice was broken but they came back and fixed it, no issues! We really couldn't be happier, and we will get in it tonight! read more

Great Atlantic - Our new hottub! - Hot Tub & Pool Near Me - Virginia Beach, Virginia

Bought a Jetsetter spa less than 2 years ago from the Grafton location. It was a "deal.' Included steps that now, have molded and we have tried everything to clean them. Won't come off. Called and went by the store. Told that Hot Springs warranty would not cover them. They offered me replacement "at cost." $105.00. They take your $$ with a smile and offer the moon but they don't stand by their product. I've owned 2 tubs and never had any problem with the previous one from Creative Decks & Spas in Va Beach. Great Atlantic isn't reputable & I absolutely would not buy from them again. BTW, I bought a $13K tub. They're willing to lose my business over a set of $100 steps. So there you have it. Of course, they've never seen this before. I doubt it. read more

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Tyler was a great help showing us how to operate our hot tub. Every question was answered. He never made us feel dumb with any questions.

This the second time I've used this company. They are the only ones in the area to service Hot Spring Salt Spas. The service department, specifically Diana, is unprofessional and rude. Additionally, I was changed $571.85 for a part that I found out is less than $150 if ordered from any other hot tub store nearby. I'd rather have a broken hot tub than hire this company again. It's so unfortunate because every other person I've communicated with, specifically the Williamsburg store, were polite and professional. read more

They are down to one tech and unfortunately that person is nominally qualified and has another trainee under instruction. They showed up to do a repair, showed them were the water was leaking in a corner. Immediately the reply was...this is a DIG, meaning they needed more time than scheduled, I asked them to open the panel up anyway. Behold the water heater was leaking and running under the tub out to the corner. Then they stripped 3 bolts that secure the panel to the tub. Charged 110.00 labor for opening the panel. (6 screws), on top of the 75.00 trip fee. Ordered the new heater and had to pay upfront. To be honest, I don't think anyone SPA place in Virginia Beach is any better. The outlook for this company is bleak, look at all these subpar reviews on Yelp. Good luck on finding a SPA place that can do quality work in tidewater area. read more

Bought a hot tub from great atlantic in February. was told it could take up to six months for it to be delivered. Sent them an email on 7/22 to confirm delivery and was told the hot tub was on track for end of September beginning of October. No call about the delay. I had to reach out to find out. Still don't have a firm date, might get one in September sometime is what the are saying. Salesperson was very knowledgeable. Product seems to be top notch. Just wish they delivered the product when they said they were going to. read more

Rich Werber is not an honest person. He promised me delivery of my hot tub in 2 months and I did not receive it for 4 months. When it arrived I had arranged for an electrician to install it but he insisted that I should use his electrician. The electrician ran unsightly wire in front of the spa rather than around the back where they would not be visible. When I requested that he ask his electrician to fix the problem, he told me it was between me and his electrician and indicated that it would cost additional money. I paid close to 10,000 for the spa. Rich new that I had just redone my yard with a new patio, fire pit, and outdoor TV and that I was going for a nice look. I would not trust him. Buyer beware. read more

Great Atlantic have a great selection and courteous salesmen. Clay and Nick were both very helpful with choosing the tub that best fit us. The delivery crew was very careful of the landscape around the tub so as to not do any damage. Jo Jo and Bryce took the time to explain the setup and use of the spa in detail. A very nice experience. read more

This company in Virginia Beach is the worst I have ever experience. No communication or follow up. Not responding to phone calls. They delivered a swim spa dirty and said they were going to clean it but as you guess they haven't. We had to call them to have someone pick up trash that was left flying in our yard. One of our neighbors had the same experience with them. We advise our neighbors to not go there. They left the stairs to get into the swim spa unfinished and not put together. We keep calling and no one is responding. The girl that works at the desk never calls back and is totally clueless. Her name is Lauren and surprise she still has a job. read more

Had a fairly miserable experience with this company. The sale was fine, as pretty much all sales are. It's easy as pie for any company to do a "good sale". That's the easy part. Tougher part, is the follow-on customer service, customer experience, and the delivery of a large item like a spa. This is where this company fails, and sadly, they don't even care. Things started to go awry when I would reach out to the company for information, a few months before delivery, so that I could prepare. Email responses were these ridiculously terse 1-sentence replies, in which I had to waste my own time following up for clarification. It was as if they couldn't be bothered with a customer who'd already paid full price for the item. Then, on the day delivery, the crew shows up, walks to into my yard, and then stops as though they'd seen a 15-foot snake or something. "OMG, this is a crane delivery", the delivery subcontractor stated. "They never sent us photos, and we had no idea." As I told him, I didn't care if the spa was delivered by a crane, a helicopter, or a large group of Aussie rugby players, I simply wanted my spa installed. And, fact is, Great Atlantic had been to my house 3 times. 3 ! Yet they were too clumsy or ignorant to provide photos to their delivery company. The delivery guys ended up calling GA and getting approval for higher fees for a difficult "egyptian roll" install, which they did well. It appalled me how Great Atlantic could be so clumsy and inept as to not provide digital photos to their movers, a task that could literally be performed by a 5th grader with today's digital technology. There were issues after delivery, in which we had to deal with their ham-handed service department. The simple process of ordering a part became more challenging than launching a space shuttle to the moon for this service manager and her team, who struggle at the most simplest of coordination and simple business tasks. Rarely have a I seen a more bumbling, inept service department. All in all, we dearly regret purchasing from this company. Rest assured, this'll be the last thing we buy from them. We'd advise others to shop around......plenty of good companies in this market in the Tidewater area. read more

First a red flag!! They asked for my credit card BEFORE they even came out. Technician came and poked and prodded a bit and we started to smell something burning and saw smoke. Tech says it has nothing to do with anything (that's just normal). Said we needed a new board. He came back and we had the same smoking and burning issue. He brought the wrong part. Went back to order another part. I'll let you know when the nightmare is over read more

I purchased a Hot Spring spa a while back, which is very nice, but in case you're considering it: the cost of salt cartridges recently increased from about $85 to $123 (45% increase). There is nowhere else to buy them, and they last about 3 months, so that's an extra $150/year operational cost. I'm guessing this won't be the last significant price increase. read more

Ordered hot tub here on August 22, 2020 and was just told today that we would not receive hot tub until sometime after the new year. We were initially only told 6-8 weeks. We were told there was a delay due to COVID, but still given 6-8 week timeline. We have arranged electrician and permits so very disappointed that this significant delay was not communicated to us until I sent multiple emails asking for an update in our delivery status. We were advised we would get more frequent updates. Now we have wasted two months standing by and waiting. We will more than likely be taking our business elsewhere due to their lack of communication. read more

Bought pulse tub few years ago and have had many issues involving constant breakdowns with pumps motherboards ACE cells bluettoth and more. In one case the motherboard fried five minutes after a tech checked it and I've been waiting on a fix for a month. My experience with tubs has been bad if your looking at buying one skip all the frills and fancy add ons buy a simple durable model with the least amount of moving parts you can live with and get the longest warranty possible try to avoid large parties in it and drain and refill about every six weeks you might b ok read more

all good . Tough times . No need to get impatient . Its a hot tub not brain surgery after all . it will come when it comes. Everyone doing their best. read more

I got a hot tub in 2019 before back surgery. It made a HUGE difference in my ability to function before my surgery because it helped to relax all of the muscles that were working too hard compensating for the disc issues I had in my spine. It was a huge help in recovery, by relaxing and using pressure on the muscles that were again compensating for the back muscles that had to recover. Even before Covid, I wasn't going to take the chance of getting in a public spa, before or after, and worrying I might get sick from the bacteria in the public spa. Yesterday I tried the Swim Spa in the store for the first time. I think it's called the Endless Pool. It was so much better than the workout I got in aqua therapy. The water resistance made the workout a challenge, but I have no uncomfortable or sore joints. In the standard swimming pool for physical therapy, I was often off balance and even though I did the same exercises, my knees and ankles were sore. The biggest issue right now, of course, is how difficult it is to maintain social distance--especially without masks in the pool. I would never buy a spa, sauna or swim spa from any place other than Great Atlantic. I'm confused by the bad reviews that are angry because the supply isn't happening because of Covid. I think if you comparison shop, you'll find they're the best at what they do. read more

The jury is still out. We had our hot tub delivered a week ago. They do not confirm delivery and assume you know they'll be delivering. What do they say about the word assume?? They deliver the hot tub and the guys were friendly but sadly cut a hole in the cover, drilling on top of it- an accident waiting to happen. The tub was filled and is not working. Their answer is to walk us through a series of trials and checks over the phone. One tech almost had my husband try something that would have voided the warranty on the new tub. Their service department is lacking and they are not in any hurry to rectify problems. Their last suggestion was to turn the breaker on and off 15 times. Needless to say..... Now we have to wait 3 more days for service because they won't have "anyone in our area" until Friday. We live in Cape Charles- we should've known. There are other hot tub stores in Va Beach- If you're in the market for one, I'd suggest someone else. read more

They are a good company and treat their clients fairly. I bought what would amount to a $23,000 hot tub from them and, even though it has had issues and hasn't performed the way I would expect it to, they have not given up on supporting me and have continued to drive the problem to the ground. In my case the salt system doesn't seem to be working properly which is obviously not cool on a $23,000 hot tub LOL. The service center has been nothing but professional and polite us. read more

Had a great experience buying a new hot tub from Great Atlantic. Jason was very knowledgeable and super friendly. He helped us find the perfect tub and was on top of everything the entire time. Shana was super friendly setting up the delivery process and Nick was super friendly and helpful during the delivery. I have nothing but great things to say about this team. The only problem I have is that I should have gotten a new tub sooner. So relaxing! read more

I ordered my hot tub back in July with the understanding it would arrive in September. September rolls around and no update. Then October hits and I reach out and then it was said it would be thanksgiving. Still no word on when. By end of December I got a very short and not very apologetic email from Rich Werner stating they would just let me know mid January. Not that it would be here, that they would let me know. I am displeased with how the delay was handled. I don't feel I was given an honest time frame when I purchased. I will be beginning the return process if my concerns and this delay are not discussed in the next 48 hours. read more

Found out Dianna is on vacation, that's why my calls haven't been returned. Was contacted 4 days later by another person who said the earliest she could get someone back out to fix the moto massage jet is June 1st. Two weeks from now. She said its normal to charge a trip fee of 75.00 and a labor charge of 110.00 EACH time they visit. Why don't they call it a remote service call fee then? John returned May 31st and swapped out the central line tubing and connector. He also had to try yet another moto jet and this time it seems to be working. Glad it's again working, but no word on why I was billed twice for labor. I also asked about the mounting bolts to the motor and he said it is not necessary to have them in place, other than for when the unit is shipped to it's destination. read more

My hot tub changed my life. I have serious lower back disc problems, with limited mobility. I've put off surgery because of Covid. I got it from Great Atlantic and I'm glad I did. They're helpful, informative, have great financial assistance, and have met all my needs. When I'm active and something in my gives out, I can spend 15 minutes in the hot tub and (relatively) get on with my life, or, better yet, get a good night's sleep. It helps reduce or eliminate my hip pain immensely. Can't tell you why. Can tell you it's better (for me) than muscle relaxers. I love the jet in the hot tub that goes up and down the spine, but I can't deny that the one for my feet is a special perk. I'd recommend a spa from Great Atlantic to anyone, even those that have serious back issues. read more

While looking for new hot spa/tub I checked out this seller of hot tubs in the Hampton Roads. They sell the brand that I have previously owned so I was eager to replace it since I was pretty happy with it in the past. I found their spas super expensive, but not even looking as such. I got a quote of 17K for a hot tub. That's like nuts in my opinion. It didn't even have a music speakers in it at that price point. The price was so crazy high that I couldn't consider going with their hottub. I end up checking out two more hot tub sellers in the area and both were around 5K cheaper for basically same if not better hot tubs. I highly suggest people shop around and negotiate before settling on this dealer of hot tubs. read more

Shopped 3 dealers for a hot tub. Great Atlantic didn't try to up-sell me, but actually listened to what I wanted and what I could afford and found my tub. Clay was knowledgeable but not pushy. No promises about early delivery, he told us straight up when the next shipment was due. They had a sales special on when we went in but due to COVID delays we couldn't order in time. They still honored the original quoted price. read more

My husband and I decided to purchase our first spa for our 12th wedding anniversary February 13th. We paid for it in full and we're told we would get the spa in May. Well we didn't get the spa until August 23rd and it was delivered without the breaker panel. The customer service since the day we purchased has been terrible. They don't respond to calls or emails and the never take accountability for the errors they make. I will never purchase from them again and would never recommend this company to anyone. If you are looking for a spa I would suggest you look elsewhere. read more

Was very impressed by the salesman Jason. Showed us all the products gave us several options several payment options I just made the shopping and purchasing of a new spa very enjoyable no pressure read more

Giving one star is a stretch. I called the service department during business hours and got answering machine. I left a message and waited 3 weeks for call back before I called again. When I finally got a hold of someone they scheduled an appointment. I told them that pump needed to be replaced and make and model of my tub. Tech shows up with no pump and says they have to order and he would be back following week. They charge my credit card $800 to order pump. 3 weeks pass no pump. I call they say it just came in and they installed a week later. I told them I would like to speak to a manager no call back. Beware. read more

This company will happily take your credit card payment upfront and then you will wait and wait and wait with zero communication on delivery dates or will promise a date only to push it out 3 more times after you call and check on the date. Terrible customer service and no communication and this is before it is delivered. Next, good luck with the delivery. No one went out from the company to measure the space as promised and reassured 3 times. The spa is delivered and the delivery men ask my father to remove all side boards on the spot on the side of the house. Everyone from the front desk to the manager to the delivery men were unorganized. I think this is my second review I have written in 25 years but felt you should get the honest feedback related to a poor customer experience all around. For what's it worth I love the new spa, but would highly recommend finding another company to deal with... read more

I just had my hot tub delivered today no damage to my lawn. The crew was great with setup of the tub onto my deck and and explaining the connections were to fill and drain the tub. read more

Bought high end Hotsprings Vanguard XL hot tub in Nov 2018. Six months later local dual 30A breakers serving pumps kept failing. Contacted installation electrician who informed us of pump defect in Hotsprings system. System still under warranty. But need to wait over 7 days for Great Atlantic to sent technician to fix issue. This is the 2nd Hotsprings hot tub we've bought from Great Atlantic, VA Beach. Service is always slow and mediocre at best. I would not recommend Great Atlantic, VA Beach or Hotsprings hot tubs. read more

IF ZERO STARS WERE POSSIBLE I WOULD CHOOSE IT. Customer service is horrendous. Initial woman I spoke with was rude and refused to let me speak to a manager. And finally told me to take my business somewhere else and hung up on me!! When I emailed the owner of this business he told me He teaches his employees to hang up on customers who don't act the way they want and even he told me to take my business elsewhere. For the record I remained as calm as possible through this process and will not tolerate being spoken to as a lesser individual when I am the customer. Apparently this business does not have the customer in mind and I am quite surprised how this place is still even in business. Would not recommend to anyone, even if it was their last resort. read more

Probably the worst service department on earth. Was at the end of my warranty and the tub developed a leak. Tech ca me out and said it would be a warranty repair. Great don't have to pay. That was a member nth ago. Business always coming up with a sorry excuse about tech being sick or something else came up. Sorriest service department I ever came across. read more

This company is summed up in 6 letters - G*R*E*E*D*Y. I purchased a hot tub FROM THEM in 2002. They failed to tell me at the time that in order to get any service done on it I would be charged outrageous amounts. That's been true since Day 1 after buying it. I live on the Eastern Shore of Virginia. 77 miles from them. OK, I understand there has to be an additional charge, yet they want $260 + the Chesapeake Bay Bridge Tunnel Toll JUST FOR THE TRIP OVER (no parts or labor or service call, etc). Another company I didn't even buy it from will come 112 miles from Easton MD for only $100. Beware these folks. Easy to buy from - yet don't care once they get your money. read more

I just took delivery of my first Hot Spring Tub in the OBX from these fine people. I have purchased another from Great Atlantic for our home in VA. It has been an awesome experience, so far. Todd (in the OBX location) was one of the most understanding, helpful and low pressure sales people I have ever met (I have been in sales for 25+years). His follow up and knowledgeable suggestions have been incredible. Today, a team came to the OBX home and installed a huge hot tub complete with all the bells and whistles I had selected. Harry and the other guy (sorry-I forget his name) along with Todd and a very competent additional helper, were extremely professional, attentive to details and funny! Also, Diana in the home office is a miracle worker. She has been extraordinary in her communication with me regarding my two purchases. My hope now, is that Great Atlantic will exceed my expectations once again when they deliver the other hot tub in VA. My hat is off to this company. Bravo! read more

The reviews listed are over a year old and some 3 years. Todd the salesperson was great to work with and even allowed us to come into the store when he got a model similar to what we wanted in, and we tried it out in store. The wait for the spa to come in was longer than expected but down here everything happens slower, just try and buy something at Home Depot that isn't kept in store and you'll see. I found the price reasonable because we ordered the salt water spa. Todd is the salesperson/deliverer/repairperson so if you call the store and get an answering machine that is why, again if you live in the OBX you should be used to the pace. We couldn't be more happy and only held back a star because of the wait! read more

Great Atlantic Hot Tubs has a service call policy (quote from owner): "The fee consists of a $65 travel fee and a minimum one hour labor fee of $110, regardless of how long the technician is on site. Should we need to return to complete the repair, the travel fee is waived and an additional minimum one hour labor fee is charged." This would be fine if the technician had the parts to make the repair. The technician was at my house for a total of 10 minutes and said the pump need to be replaced but did not have one in his truck. The next quote was for a new pump and an additional labor cost. read more

These folks are absolutely terrible to work with. I have interacted with the company several times over the last several years for warranty service for my pool. I have had to have them come out multiple times to correct shoddy work that they performed. Find yourself a better and more reliable pool and/or spa contractor! read more

I would like to follow up on my review from a week ago. A day or two after filing a dispute with our credit card company, filing a complaint with the BBB and writing a couple of unfavorable reviews we received another call from this company. Our replacement cover was ready, they wanted to offer us free delivery and send us a partial refund of $150. The refund was received and the cover was delivered within a few days of this conversation. They are always pleasant and professional on the phone. Our family would now give them an additional star for eventually resolving the situation. We feel that is fair. -1 Length of time to receive product. -1 Multiple excuses for delays on delivery and refund. -1 For allowing the situation to escalate to the point of requesting a refund and then, filing a dispute with our credit card company and BBB, before coming to a resolution. +1 Professional communication with staff as our frustration escalated throughout the process. +1 For finally resolving the situation and following up to ensure delivery and receipt of check. read more