We purchased a Challenger swimspa from them which can't be installed without alterations. This is another pricey and unnecessarily time-consuming adjustment. Let me tell you, they make sure they get their money but no costumer service whatsoever. Nobody from that place came by in person to check if the place is okay to put the spa on nor did we got any consultation and first hand information or instructions. Mike is the worse consultant whatsoever and Elliot doesn't know what's going on in that place. It seems they don't talk to eachother about ongoing business. If the product quality wasn't so much better than others we looked at we would've got out of that contract long time ago. read more

David came to repair our hot tub today. He was very prompt, pleasant and professional. He completed the repair in a very efficient manner, plus spent time answering all of my questions about hot tub maintenance. I really appreciate how quickly we were able to get our service scheduled and they were here within two days of my calling it in. Keep up the great service-I'm extremely happy with our technician and experience! Thank you! read more

We have been their customer for 20 plus years. Very efficient & helpful. Carter & Elliot are great! read more

Shawn delivered our softub over the weekend. He was fast, funny, and helpful, showing us all the parts and how to add chemicals. read more

Innovative spas - The spa sprayed them!! Hahaa - Pool & Hot Tub Service Near Me - Virginia Beach, Virginia

My Husband $ I recently bought a softub form Innovative, mostly because we had seen good reviews. Quick & efficient delivery. The spa is great, we love it, but the service left much to be desired. We really felt it was all about the sale. We revisited the store to buy some products for our spa & kinda felt the same way. Their customer service leaves much to be desired. J & D Savannah read more

Innovative spas has helped us immensely over the years. We bought our hot tub (Master Spas) and our fire table and love them both.

Mike W. Was SUPER NICE, VERY informative and knowledgeable on ALL the spas!!! It was amazing the information I never knew.... so many options!!! He really listened to what I wanted and found me the best spa to fit my needs. He made sure to tell me from start to finish what I would expect and what would happen even during delivery. He really went above and beyond and took time to make sure I was comfortable with my new purchase and the features of the product. Innovative and their team went the extra mile. THANK YOU!!!!!!!! And a HUGE THANKS TO MIKE!!!! read more

Innovative spas - Show room! - Pool & Hot Tub Service Near Me - Virginia Beach, Virginia

Another 6 months of looking at this useless tub on my deck. The cover is now deteriorating and the mold inside, despite proper maintenance, prevents us from wanting to use it. Nice folks at Innovative, but do your research before you buy. Choose the right tub and dealer. read more

Innovative spas - Problem solved. - Pool & Hot Tub Service Near Me - Virginia Beach, Virginia

Innovator spa came out to service my pool today. my motor went out and they replaced it with a new system, and they were very professional, excellent job, very timely and the technician that came out name was Carter and he was second to none, he was the best technician that I dealt with in this industry .thanks guys. read more

I wish I could give Innovative Spas 6 stars! From beginning to end, this company went above and beyond for us. Our technician, Travis, took his time at our home getting all the pool items fixed. He was patient and knowledgeable, and took the time to answer all of my questions. He even took a phone call days later to walk my husband through another issue that came up. We were very grateful for his expertise and pleasant demeanor. Jenny took care of all of my service and billing issues, which were many. She was AMAZING!!!! This lady is a true gem!!! She maneuvered a very challenging situation with my home warranty company, I could not have been more grateful! Her caring personality made me feel so much better in a very stressful situation that lasted several days. I could not imagine ever using another pool company again. thank you so much!!!! read more

We purchased a Softub 3 years ago from Innovative Spas and since our purchase we have found the staff to be rude, less than helpful, condescending and dismissive. We really like the product but whenever we have gone into the store to purchase product there seems to be no one around to help. This has happened on more than one occasion. We recently had an issue and needed some questions answered by the service dept. The person at the desk seemed very bothered, ignored us and moved on to the next customer. Unfortunately there is no other dealer in the area that carries the Softubs. If we had known this was how they treated their customers, we may not have purchased it. read more

I was directed to use this company due to my home warranty. They came out and installed a new filter system. (quickly and diligently) Due to my filter system being down, my pool was green and pretty bad off. I asked the manager ( Nate) if they would be able to get my pool clean and functional. That was at the end of April 2020, the end of May they were telling me I had to drain my pool. It was completely an over promise under deliver situation. It took days to get a response and phone calls returned. It was subpar service and my pool is still not operational. Find a different place to take your business. Update: A few days after posting this review, a team of guys came and got my pool clean. So I am updating my review to four stars. read more

Giving a big shout out to Thomas from Innovative Spas who came to our home today and did a great job replacing some factory-installed pads in our hot tub that wore out. All covered under warranty, Innovative Spas was easy to work with and Thomas is very knowledgeable and diligent. read more

Overall the customer service was great and they always answered my calls, the job just took forever. The subcontractor they used did not do a very good job, showed up at random times with no advance warning (my wife would look in the backyard and see a stranger randomly), and left cigarette butts all around the house. Pool had lots of issues and needed lots of trouble shooting, but I would constantly have to call and ask for updates or the plan going forward. It got really frustrating have to reach out all the time. read more

Thomas was our technician and he was great. He knew exactly where to look to solve our hot tub problem and explained everything in detail. Overall we were completely satisfied and would absolutely use innovative spas for all our hot tub needs. Highly recommend this company to solve any problems you may have concerning your hot tub. read more

Jesse was awesome he got in and got out in less than an hour. The spa fits perfectly on the deck! It took 1/2 hour to fill and we were able to fully enjoy it after 1 hour with temp at 90 degrees. read more

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Connor delivered our Softub today! He was VERY professional, informative, courteous and patient with our questions. What a great representative for the company! We know we are going to love our Softub! read more

Purchased cartridges for a spa cleaner and brought them home to meet with a spa repairman at my house. The repairman stated that he thought the system was junk and would be bad for my spa long term and that I should not use them. I attempted to return them and the store stated they would not refund my purchase because it is a "chemical". The item is completely sealed and was purchased maybe an hour before I tried to return it and was met with a we do not refund chemicals, what I bought was way different than a bottle of shock that could be tampered with. I was denied an exchange as well. I guess a $40 refund is more valuable than a customer who may bought a $5000 spa down the line. I guess I'll be buying spa equipment from one of the other 10 thousand stores in VB. read more

I realize it's the day before a holiday but there is no sign on your door that you were closing early. It's 4:00 on a Wednesday. I need chemicals for my spa. I can't get said chemicals because the business is closed. Very inconvenient. read more

I was initially ecstatic about this company as I found them through Angie's List with a pool light issue in late April - the peak of pool season requests for openings, etc. - and they called me on Thursday and said they could come out the following Monday to work on it. Monday came and I got no call, no nothing. So did Tuesday. Wednesday I called them and they apologized up and down and I moved on and they came the next day. I was at work but my wife said the tech looked things over, gave her a rambling of information as he pushed it off to a follow-up phone call as to what we should know, and he left. Nothing happened for a week. Maybe that's my fault for expecting decent service. After I called I found out they were waiting on me to make a decision (I was unaware I needed to make) regarding whether I wanted a color light or a white light for my pool. Very frustrating, but okay. So I ask prices, and as she gives them I concurrently check on Amazon for comps and find the same model numbers delivered with Prime for around $200 less each. Completely unacceptable. I mention this and she says her manager allows her to price match if it's found at a cheaper price elsewhere. She says she'll go check and I never got a call back. I'm done with them and will do what I can on social media to make them feel it. For a company in 2017 to not understand a consumer has checked - or will check - Amazon or the internet at-large, is foolish and insulting. A pool company shouldn't be a car dealership where you will "see what you can do after you talk to your manager" when a better deal is mentioned. They didn't call me back because they weren't going to make their offensive extortionist markup if they gave me at-market pricing. It's pathetic and shameful. Amazon's success isn't the sole reason they're so successful... it's the small business like this who thinks their consumer is uninformed and unquestioning that forces it! I'll do what I can to keep others from making the same mistake and wasting their time with these extortionists. read more

I want to give a huge shout out to maintenance technicians Duane and Justin. These two fellas worked so hard to get my pool cleaned and it looks wonderful. This has been a long process getting my pool in a functional fashion but I am in the process of refilling now, the water is clear and I hope my family can finally begin enjoying our pool. Thank you fellas for all your hard work!!!!!!! read more

We bought our spa here and we continue to buy all our accessories and chemicals here because they're a great family run business, friendly, helpful, and fun! Oh and Thomas is the best tech who came out when it snowed this pass winter! read more

We bought our soft tip here and they have been awesome. Everyone has been so helpful with our first spa.

I love this company I've used them twice for my pool opening and closing. When I called to open my pool they shared so much information about the care of my pool at no additional cost. They truly care about the customer and provide top tier service. When I called to close the pool some 5/6 months later. They knew who I was just from my phone number, the process was quick and service was well done. After closing my pool they even took some of my kids pool toys and stored them in my backyard shed to assist with the cleanup. I would recommend them to anyone looking for reliable pool servicing without the crazy pricing. read more

The staff is ALWAYS kind and professional. Nate is an excellent agent there and Thomas is a very knowledgeable technician. They both make my experience with this company worth staying with!! I love my hot tub and this business! read more

I love the softub I bought last year at the Arlington county fair. First, the dynamic duo of Danielle and Ken who sold me the softub are clearly interested in customer service and meeting client needs. I was not pressured in any way to purchase a tub and they even suggested a smaller softub based upon what I had explained to them about how often and how I intended to use it. They came to my house and installed the unit quickly, including the surround I had purchased, and explained how to use all the chemicals. Though they had other deliveries to make, they did not leave until my questions were answered. Several months later when I realized I had not received one of the chemicals I needed, it was immediately delivered. Recently, when one of the chemical I had ordered arrived half empty as it had spilled in transit (no fault of theirs, the manufacturers seal seems deficient as the same thing happened in my home when the unopened bottle had been knocked over). Calls I have made to the office have been responded to timely and cheerfully. The softub unit is 100% as advertised. This week I moved it from the site of its original installation to the other side of my yard. I could not believe how easy it was to disassemble and reassemble. The workmanship and quality are great, the softub looks as new as when I purchased it last year. I was easily able to move the softub and reassemble it on my own, which is really saying something as I have had shoulder surgery and knee surgery. Yes, it is as portable as promised. No buyers remorse here, just one happy customer, happy with the product, happy with the service, happy with the company. read more

The staff is always willing to help with what ever issues I have with my spa and my pool. No matter when I come in they are always friendly and willing to help. They personally stocked lavander for spas because that is the scent my husband and I enjoy. Thank you so much. read more

Service Manager,Thomas Duval, was very helpful during his 2 visits to help with hot tub repair.

All in all it was a good experience. Of course I was disappointed to hear that The circulation pump had to be replaced but Thomas was very knowledgeable about the problem and once the part was ordered he replaced it quickly and efficiently. I will be calling back for any future repairs we might be needing. read more

This review is about the poor service I've gotten on my Soft Tub. I love the product and bought it 3 years ago when I saw it at their booth at the Annapolis boat show. It has performed well until a a month ago when the power unit (pump,etc.) was off and wouldn't turn back on. As we were having a big party for Memorial Day I wanted the hot tub to be working and available, particularly for the kids, who absolutely love it. So I called the service department and explained the problem. They asked if i bought it from them, which i confirmed. They said to ship it immediately and they would make an effort to service it and return it in time for the party. I shipped it UPS the next day. Well, here we are a month later and still no power unit. I have emailed and called numerous times, finally getting a voice mail from Wendy, who said she was the owner. I had asked to talk with the manager on my last call. She left a message that the unit was working, and asked what I wanted her to do. Huh? I left a message saying to please ship it to me as quickly as possible, as we really missed our hot tub. Never heard back, and still no power unit in the 10 days since my last call. Left another message this morning and awaiting a return call. I must say this is the worst customer service I have experienced in a long time. I would recommend buying this product elsewhere if you can. I'm still a big fan of the Soft Tub, but regret buying from Innovative Spas. read more

I have had a wonderful experience with innovative spa! I wanted a swim spa, my dog got hurt and needed to swim to help her. Danielle came out to meet me and worked to make this happen. Rosiebud loves her swim time! I live a few hours away from the store, but only a text or call away. What ever I might need anything they get right back to me. The spa is perfect. I would recommend them to anyone. I look forward to a long relationship with Innovative Spa. read more

My mother-in-laws hot tub had been down for several years because someone hit a pvc pipe with a saw and it leaked. I finally called Innovative Spas and I'm so glad I did. Thomas came out and serviced our hot tub and got it running in no time. Fixed the pvc pipe like new. Very professional and very good at his trade. He is a gem to have working for them. Can't say enough about how pleased we are with Thomas and Innovative Spas service. Thank you so much for helping us get this old hot tub back up and running!! read more

We purchased a softub at the Hampton roads home show from Mike who answered the many questions we had. He said the delivery time is usually a week and a half out, but was able to expedite our paperwork and had it delivered earlier! Thomas did a great job delivering and setting up our softub. read more

We recently purchased our masters spa from innovative spas - Danielle and Mike were extremely helpful and pleasant to deal with - they listen to our desires and concerns and answered every single question. During the sales process there was absolutely no pressuring - they allowed all the time we need for them to help us and make our decision. Once purchase was made everything they said would occur happened as planned and discussed. I went back to the store today get water sampled and some chemicals - Whitney was very helpful and informative as I had quite a few question. Innovative spas is a locally owned company and they have treated my wife, my kids and myself as family. I wish there were more companies like INNOVATIVE SPAS. read more

Purchased a soft tub in March. The service techician Thomas was terrific. Our salesman Ken was helpful in explaining how easy the tub is to maintain. Over the past 15 years we had owned large spas that ended up costing a lot to maintain. The soft tub has met our needs to keep things simple. Delivery and setup by Thomas went just as we were told. They even removed and disposed our old spa. read more

I'm not sure why there are so many negative reviews. We had our pool serviced through our home warranty and had the pump replaced. Innovative spas went above and beyond and made sure everything was taken care of the same day. The tech even had to go back to the store to get one of the parts we needed, came back and fixed the problem. They were very friendly and very customer oriented and will recommend them to everyone we know. read more

While it is well known that Innovative prices are well above big box and online stores sometimes we pay for convenience. Yesterday I stopped by and experience the classic example of price gouging.Driving by they had a sign up "rock salt available". I stopped in and the guy decides to charge $15.00 for a bag of salt that normally cost $8.00. I asked why so much and it was like take it or leave it. What a disservice to the neighborhood that someone would take advantage of a snow storm to rip people off. This tells me what kind of service to expect from this store. read more

I can honestly say that I have given Innovative Spas a few solid tries, thinking maybe it was just bad timing and honest mistakes, however every time now I have been very disappointed. I purchased my spa here a few years back and ran into issues of late arrival from the factory and even later delivery despite them receiving full payment upon order. I then needed some warranty work, that took on some unexpected issues of trying to prove that it was still under warranty, frustrating when this was where I purchased the tub in the first place. I would usually expect the best service to come from the place of purchase, not the case. A year after that I needed a replacement cover and cover lifts, the order was placed with Danielle, who is reportedly the owner, payment information was passed, and a time line given. We waited the 6-8 weeks and called to check a status, we received a return call and was assured by Danielle who supposedly did the tracking, that it should be in any day now. A couple weeks later we called to check again only this time we spoke to a different employee and found out that it had in fact never been ordered and our credit card information was misplaced. Ordered again and received on time. Couple months later we needed some repairs done, set up an appointment and guess what - no show and no phone call. That was the last time I will ever use this place and they will never receive a recommendation from me, quite the opposite, I will inform everyone I know of the disappointing service I've received repeatedly. read more

I really don't appreciate being charged a retail price that's marked up over 200% over online retail and be treated list that's a fair and reasonable price. I understand and expect to have to pay a little more locally. However Innovative Spas is totally over the top. If you ask them about their prices compared to online, they just snort and say you can always just go get it online if you want to wait. So I do! I don't want to wait, but I have gone in there at least four times knowing what something costs retail online (this is not the same thing as wholesale) and each time had to leave empty handed because I refuse to pay their insane markup. Would you pay 200% more for your car, or for clothes? I have frequently found the parts locally at a more reasonable markup too. Example: An Ozone generator online cost about $89.00 if you look around. I found it locally, new and in stock for a reasonable $115.00. Innovative Spas wanted $245.00 for the same item. Unacceptable! Innovative prices are what they are. Bottom line, they will try to take advantage you. Find somewhere else to spend your money.. read more

I just love Innovative Spas! I bought a Softub in the Spring and wish I hadn't waited so long to get one...it has made my pain much better and is so soothing and relaxing. Everyone at Innovative Spas is so friendly and helpful when I go into the store to get chemicals, have my water tested or just to ask questions. I highly recommend you visit them and get yourself a wonderful new Softub! read more