We purchased a Jacuzzi J475 from Charlie (the owner) back in 2022 and have enjoyed many hours in it since then. Anytime we've had hardware issues, Premium was quick to respond with parts and made reliable, prompt warranty repair calls to our home. Over the years, I've engaged with Charlie, Justin and the rest of the staff at the Fairfax location on many occasions and have received nothing but polite, friendly and educational conversations and advice about spa care, replacement parts, tub covers and other topics to keep our spa in top shape. I'd highly recommmend buying from them for their dedicated service and professionalism. The only downside is the persistent cigarette smoke smell in the showroom as you walk in. Definitely a turn off. Otherwise these guys are great. read more

If I could give negative stars, this company would receive as many as possible! We purchased our spa in December of 2022. When they came out to install the spa, we were told that the cover that comes with the unit was out of stock and they provided us with a used cover to use until ours was in. Fast forward over 3 YEARS LATER and we have STILL NOT received our cover. The used cover that they provided to us had pin holes in when they installed it now has rips in it allowing rain water to go directly into our $20,000 spa! I have called NUMEROUS times over the last 3 years speaking to NUMEROUS different employees being lied to OVER AND OVER that our cover is on order and will be in within a month. If you are looking for a spa, GO SOMEWHERE ELSE! HORRIBLE HORRIBLE COMPANY!! read more

Tim at Premium Spas stands behind their customer service. Much appreciated. Techs are friendly and professional.

My J345 lasted 20+ years and so I bought a J325. So far so good. Kevin Drew in Fredericksburg is a diligent and hardworking customer service rep. He made sure I received the accessories I ordered in the desired colors. He came to the installation site beforehand to ensure the delivery went smoothly. And he came after the delivery and hookup to check the water quality and provide operation insights. Highly recommended. read more

Six years ago I bought my Pro 13' Bahama Swim Spa from Premium Spas in Fair Lakes and installed it in my garage. It's been wonderful- year-round use at least every other day has kept my arthritis in check. Even though Bahama is no longer in business, Premium Spas has kept my spa functioning perfectly. Thanks Service Tech Manager Troy and field star Jack. A mother board had to be replaced (under warranty), and minor leaks from a PCV pipe underneath, have been diagnosed and fixed. Owner Charlie- keep up the good work with your company! read more

Whoa... what a horrible and shocking experience with Chris. These people are below "low rent." Chris prides himself on being "second in command." Yet he has screwed over my family, and taken $2,000 from us. I've twice requested phones calls from the owner. But I suspect Chris won't pass the messages along. I'll give it a day, then file more formal complaints with the county and sadly be forced to file a lawsuit. If I receive any favorably resolution from the owner, I'll post it here. read more

Fantastic selection and reasonable prices. Had no problems with the actual purchase process. Taking delivery and "installation" is why I cannot give 5 stars. READ THE FINE PRINT. The salesman told me that they would haul the old tub, and install the new one - everything would be taken care of. NOT FACTUAL. They will NOT hook up the electrical. You must contract for your own electrition to connect up power. Not a single person verbally communicated this to me, and shame on me for not reading every inch of the order form I signed. They need to tell every buyer and I would go so far as to suggest having us initial next to this statement for validation we were told this extremely critical detail. Also, don't call it installation when all you do is set the tub down and set up the cover. read more

Happy Father Day - Early Gift I bought a tub for my 80 year old dad ! His tub he had for 10 years was done. I shopped at the Fair Lakes store and the process was easy! They had a tub in stock and I was able to have it delivered in 2 weeks! The best part was that the delivery guys were super ! The came right on time! Got the tub in place , explained everything to my dad ! My dad was thrilled ! Big smiles all around ! Thank you ! read more

i bought a 9 foot Olhausen pool table from Premium Spas December 11th as a Christmas gift for my family. Their communication is bad or non-existent and just about everything that could go wrong did. I was called by the owner, Charlie, 6 days before the scheduled installation (December 20th) and was told the cloth I ordered and paid an upgrade for was not available. He told me he would look into alternatives and give me a call back, but worst case they could install the table with the wrong cloth and come back at a later date, at my cost, to put the correct cloth on the table. Charlie didn't call me back and neither did anyone else. The day before the install I called to see if I was still on the schedule. I was told, yes, and with the upgraded cloth I had originally ordered. The next day, after my installation time, I received a call informing me that the wrong cloth had been delivered. But...they could still come out and start the installation process. Which they did. I was also told that the correct cloth had been ordered and someone would call me to finish the install. You guessed it, no call. 2 days later I called to find out IF I was going to have me installation completed before Christmas. Again I was told, yes, you are on the schedule for tomorrow. Thats great! But no one was going to be home tomorrow to let them in. I told them that I would need a call to let me know what time they would be there and I would make arrangements. The next day I get a call from the installer saying they would be at me house in 15 minutes. I was at least 45 minutes away! I make arrangements for a neighbor to be there while they finish the job and I made my way home. when get there they are installing a cheaper cloth on my table but don't say anything about it. I guess hoping I'd never know better. As they were finishing up I asked about the specialty drawer I ordered and was told that was on its way from the factory and "someone" would call me when it arrived to be installed. of course that never happened. 6 weeks later (January 20th) I stop into the showroom and talked to Rick B. who spent over half an hour just to find my order. He then told me that it was either going to show up the following Monday or would be shipped out. he didn't know which but either way I should hear from them in a few days. Fast forward 2 months, today, I still haven't heard anything. I'm typing this while on hold as they scramble to figure out IF my specialty drawer had even been ordered. I was just told that it wasn't ordered but would be ordered and shipped out today. Justin will call me tomorrow with the tracking order. I guess I'll have to update you as to whether I get that call. read more

Bought a pool table here 6 months ago. We were told we should invest in a cover and if we upgraded our cues package, a nice cover comes with it, which was worth about $100. Of course we took this suggestion. After delivery and installation, we quickly realized the table was not level. And the cover that came in our "upgraded" package was stiff, cheap material and did not fit the table. Upon calling the store, I was first told that I had to order a "special" cover to fit my model table, which led me to ask why they were so quick to upsell the upgraded cues package to benefit from the added cover that wasn't going to fit. Finally got agreement to order the correct cover at no cost to me and that someone would be out to re-level the table. On the day of repair, 2 guys show up to re-level, telling us the guys that assembled our table "didn't know what they were doing." Here we are now and the table has several tears in the felt. This is after 6 months of use by 2 people. Multiple phone calls were never returned, so visited the showroom. Spoke to Rick who told me the crews he had were "not that good" and he has new guys now. We schedule to have a crew out the following week to re-place felt and again re-level table. Crew shows up - exact same crew as last time that Rick said was "not that good" and they brought the wrong felt. Yet to be determined if this will finally be resolved but moral here - go elsewhere for this kind of an investment. We'll definitely be getting our spa from a different company! read more

My husband and I went in this place to ask about a ping pong table and also to look at some hot tub options. I was HIGHLY disappointed. They treated us as if we were homeless scumbags, didn't even get up to greet us or ask if we needed anything until we awkwardly stood near them waiting for them to stop talking so we could get some answers. The first thing the guy told us is that all ping pong tables are over $1000. Ok... that's not what we asked. It was pretty apparent he didn't want to do business with us. I've never felt so belittled in my life. I can't wait to put a $40K hot tub in my back yard and post it all over the internet of who actually did help us find our dream spa and/or ping pong table. read more

Premium spa and billiards did not disappoint ! large selection of hot tub's, swim spas , pool tables you name it and they had it ! The man who helped me , Rick Sweet was his name . he was very knowledgeable and it was a pleasant afternoon browsing at the merchandise. Ample parking at fair lakes - the store was well stocked overall . If you are in the market for a hot tub I would definitely recommend them. Then when I came back and checked in I saw that we would qualify for 35% yelp off discount ! Love that ! read more

Premium Spas & Billiards - I'm drooling and dreaming of a hot tub - Pool & Billiards Near Me - Fairfax, Virginia

I was recommended to go here by the manufacturer of my pool table from Olhausen Billiards and I can say I was very impressed. I worked with Rick who was fantastic at helping my design my table but what sealed the deal with the great price he gave me. The delivery and setup guys were also great. You can tell they really love what they do and took care when putting my table together. To sum up they are simply a great company to work with. I highly recommend them. read more

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We first spoke with Rick from Premium Spas and Billiards over a year ago at the Dulles Home Show. We couldn't swing the money for a hut tub at that time, so we went back to the home show this year specifically to buy a hot tub. Rick was still there to help us and took our order. While the hot tub arrived pretty much on time with what he said it would, unfortunately the factory sent the wrong model (power source) and and features we discussed (color changing lights and multiple lights) were actually not available in the model we chose. They came to swap out the parts to make our tub the right power source, but the swapped out part leaked. We explained our frustrations and our hesitation in accepting a brand new tub that was already modified, and they came up with a creative solution. They let us keep and use the tub that they initially delivered until our replacement, correct tub would arrive. They also offered us a good deal of chemicals due to their mix up on the features of our particular tub, and also ended up installing a light bulbs that changes colors each time you turn it on and off (which, while not what we originally thought we were buying, was again a creative solution). Overall our experience with this company was a good one, and they dealt with the mix ups in a creative and satisfactory way. We were especially appreciative that they let us use the original tub until our replacement arrived, since that was during prime hot tub weather! They worked with us to take an initially frustrating and discouraging situation and turn it around, which we only wish other companies and contractors would do. read more

I was given a pool table by an in law. I needed it moved to my location. After shopping some prices and services I found Premium to be the most reasonable. The table is an antique (from 1966...guess that makes me an antique, as well). Not your everyday pool table however, the moving crew disassembled it moved it over to my location and reassembled it. Being that old it needed some special attention getting it back together. Bobby and his assistant worked until they had it done correctly. I am very pleased with the service. read more

This is the best place to buy a spa! Service is awesome and deliver was way better than expected (difficult location). The team that delivered went over all features and was extremely knowledgeable about the spa. I would definitely recommend buying a spa with Premium Spas & Billiards! read more

I would never buy fro them NEVER. I bought a swim spa in 2020. Was promised a May delivery, never happened. I called and would get no answer or call back. I was setting in the parking lot watching them i the store when I called and no one would answer. So I went in the find out when my delivery would be. Was told they would f***ing call me when it was coming. So I demanded to speak to some one higher was given a number and of course no answer. So I called Bahama who made the spa. Their regional sales rep said it was due to Covid. But they were making regular spas but not swim spas. Because they could make them faster. After many calls over the next couple months the Bahama sales rep told me to stop calling it wasn't his business to update me. Finally got my tub in the end of August. The cover was ripped I told them they saw it and said they would order me a new one. Guess what never received it and since the styrofoam has become water logged and is collapsing. Plus I can't lift it alone my son has to help me. Well the other day we were lifting the lid it was too heavy for my son it slipped and ripped the lifter arms out of the side. Only to find out the screws they put in went long enough. They only made it into the plastic skirting. It never made it into the more sturdy wood frame. I had them come out to fix a valve on the tub. They said the company wasn't sending them any repair or replacement parts at this time. So they put it together with caulking to hold the cap on so it would spray water everywhere. They said they would be back when they get the parts to fix it. Almost a year and nothing. This has been the biggest waste of money. Now I have the company Dynasty Spas involved. Which in all honesty have been a joke also. I wouldn't buy from this company either. I hope this helps someone else from making my same mistake. read more

I am very pleased with my experience with Premium Spas & Billiards. Jeff Bennett at the Tysons location was very helpful during a lengthy selection process for pool and shuffleboard tables for a senior living facility. He was upfront and accurate in the estimated delivery date which was about four months from purchase. The installation crew headed by Bobby knew what they were doing and worked continuously for six hours to make sure that the two matching Ohlhausen tables were assembled and positioned perfectly. read more

We worked with this dealer for the purchase of a Jacuzzi hot tub as well as just one service appointment. The service appointment has been outstanding for two months now with no resolution. At this point I would recommend against working with this company. They are very poor with communication. We can understand delays with product deliveries during COVID but their communication was absent. Whenever we initiated communication it was met with excuses instead of solutions. read more

I couldn't be happier with the service I received from Premium Spas & Billiards. We've been working on the basement in our house since we moved in a couple years ago and finally it was time to add a pool table. My husband is very particular about what he wanted as far as brand, style, and felt. I got some say in color of felt and finish on the maple. Now, the one thing we had trouble finding is a local retailer where we could actually look at the Connelly table he wanted and then purchase. Even though Premium Spas & Billiards did not carry Connelly in store, they made the purchase process simple and straightforward. Also they didn't upcharge us for ordering something they normally don't stock. They did their best to show us samples of how the finish would appear on our table based on our selection of wood even though they did not have actual Connelly samples in the store. Customer service all around was fantastic. They even gave us a call when the table shipped although it was right on schedule. The guys that came to do set up were professional and friendly. We are thrilled with our purchase and highly recommend Premium Spas and billiards. Nice selection of Jacuzzi brand spas as well. read more

We had an issue with an installation and the team at Premium Spas & Billiards worked tirelessly to make it right. However, they took my table apart telling me a few days to maybe a week. Over a month later, my table is now worse than before. I have called many times and keep getting told it will be done. Now, I am almost to the point of giving up. They have ruined a 3 grand table and haven't been able to play pool on it since they put it together. Do not use. read more

We worked with both Chris and Rick on our new pool table. The process was easy overall, table arrived in a reasonable amount of time, delivery and install went smoothly. Both Rick and Chris were responsive to questions and requests. Great Job! read more

Went in on a Wednesday and told them I needed it arrived, electricity run, and running by Friday. The manager not only made it happen, but coordinated both the electrician and the hot tub pick up/delivery from Fredericksburg. Thanks guys! read more

The negatives far outweigh the potential benefits of working with this company to purchase a spa. Their general philosophy and mantra is "we're a small company and are doing the best we can." To me, the "best we can" would be making sure your customers are first and that excuses are not part of your day but rather an offer to try and make things better -- clearly I think differently than this company's leadership (or lack thereof). With their "small company" comes few employees and when those employees have scheduled time off then you will not get your calls returned nor will your problem be addressed in a reasonable time-frame. If your problem happens to be covered under warranty don't get too excited because this just means you'll have to wait even longer (some of Jacuzzi's fault and some of this company). Perhaps you'd like to offer to PAY to have your replacement part ordered with expedited shipping? Don't get your hopes up because they won't listen to your request to offer them more money. It takes Jacuzzi "about a week" to send a replacement part out but then you'll have to wait several more days before they will put you on the schedule to actually install the part. If you would like to at least call a Jacuzzi authorized dealer and speak to them about your troubles then I strongly encourage you to contact Pla-Mor Pools in Mechanicsville, VA. Pla-Mor will return your call the same day and they don't mind trying to help. Shop carefully, folks. read more

We bought our billiards table at the Fredericksburg store. Love our table but their customer service sucks. We will get our spa someplace else. We had some issues with crap pool cues that came with our table. Instead of fixing the issue they were insulting and refused to stand behind their product. read more

ever been bit by a friendly dog? i spent countless hours trying to find an affordable swim spa for my mother. i researched & asked questions shopping in 4 different counties but what i learned the most was after dropping almost $20,000. rick & charlie are real slick. they will tell you how easy it is to own & operate a tub. "it only costs a dollar a day". this is the biggest financial mistake i have ever made & i feel sick every time i look at it. the money you might 'save' by shopping here will show in the customer service. apparently these tubs need to be drained, cleaned & filled 3-4 times a year. that is $1,000 in water delivery. how did i not know this? i thought the chemicals were all you needed. knowledge is power & im only as good as the information i receive. rick quickly told me how to balance the water. it was confusing to me so i kept asking questions & kept being told how easy it is. then my mother looked like a leper because the water was so bad. out of fear of bacteria, i had another company drain & sanitize the tub. ive been their customer since then. i called bahama spas asking for another service provider which they gave me two to choose from. i have tried & tried to talk to charlie but his head is in the clouds or sand or maybe somewhere else because all he ever said was "sorry to hear that, my guys are great". he has never come here to do any kind of quality control even when asked. when they delivered the tub it was 14" off its mark so they had to come back to move it. plus when they delivered it there was used water still in it along with leaves & debris. it took me two hours to clean it & sponge out the ankle deep brown water. the skirt was scratched but they replaced that section. some screws were driven crooked but that was mostly fixed. there is no pride, integrity, quality or respect with these folks. every time i tried to voice my issues & concerns i was told they have plenty of happy customers. ok so why cant i be in that club?? rick came to do a site survey inside my garage that has an 8' ceiling. no surprise he gave the green light but another company in the area has since been here & they said no way would they have put it in the garage. among other details, theres no drain & no ventilation. i told charlie i needed a cover thats easy for my mother to lift so he sold me hydraulic arms but then rick & his crew assembled it wrong. i kept telling them it wasnt right & they ignored me saying "it works", "weve installed hundreds of these. youre the only one with a problem" until i called the manufacturer. when premium finally admitted it was wrong it took a month to replace the kit. the gas springs were upside down, backwards & they shoved a screw into the bracket where they had broken a bolt. this screw has scratched up the cover. i needed a good set of low rise stairs so i bought that too. they assembled it in my gravel driveway. im still picking up screws & i do not trust the integrity of the assembly. if i get a flat tire i will be sending them the bill. my spa came with exercise equipment. the key feature is the swim pole but it didnt clear my ceiling. so now i have a swim spa that you cant swim in. rick said he had a shorter pole at home in his basement. that took a month to receive. he claims it was shipped from the manufacturer but this thing looked like it was run over by a truck. the metal sleeve fell off & rick said its supposed to do that. so i called the manufacturer & they said not to use it or you will injure yourself. they overnighted two different poles to guarantee a proper fit. they also said premium spas never contacted them. i believe this. they dont bring brooms or shop vacs to clean up after themselves so beware of shredded aluminum while youre barefoot around the tub. make sure your dog doesnt step on them either. i have a whole other page of grievances but even writing this puts more of my time & energy into a negative. i am disgusted. beware!!! i give two stars because i like the tub. i do recommend the product but youll have to leave the state to find one. however i did have to have 3 different parts replaced two months after it was installed (it leaked the first night after it was filled with water) but i was told they were manufacturer defects. i accepted this because the tub price was 'economically friendly'. i will need to have my head checked to ever do business with premium spas again. read more

Never owned a Jacuzzi before and they were wonderful through the whole process! Not only that I have been bugging them about the chemical levels (being a rookie and all) and they have had the patience to walk me through everything. I honestly feel the first class customer service because they genuinely care about their customers! Will absolutely be using them in the future! read more

Staff members Troy and Chris have been unbelievably helpful. Customer satisfaction is their top priority. We had Troy install a new pump and he was incredibly thorough checking for leaks and in the process even used some bug spray to kill harmful insects from invading our water in the hot tub!! We really like these guys their follow through and follow up is tremendous. read more

My Jacuzzi is the best money I've ever spent - I use it nearly every day. It is my personal retreat and I feel like I'm on vacation every night I'm under the stars having a soak. Charlie, the owner, is extremely responsive as is his staff. Could not be happier! read more

Awful...stay away. Chris, the service manager is not responsive and he apparently is the only one qualified to answer questions. Completely at his convenience though. Absolutely the epitome of customer disservice. Go buy through Jacuzzi directly. Stay far away from this joke of a business. And Heaven forbid you be inconvenienced and unable to use your spa for weeks due to their lack of customer care. They do NOTHING to make it right. read more

Had two service visits done on hot tub this past month (Jan 2019). First was to replace the lifting arm on the hot tub cover; I called it in, Chris the Service Mgr gave me the exact price, set the appt, and their tech fixed it and we didn't even have to be home. Excellent. Second part was a two part repair because hot tub was running really hot (10F too hot). I had seen an alarm code, but ignored for, oh 6-8 months. (Doh!) Anyway, the first tech came out and first disconnected the Clearray system to see if it fixed the temp overrun, but luckily it did not, because that would have been a more expensive repair. So they sent out another tech, a young man named Tone, who was a real pleasure - he was super polite, friendly, liked our dog, fixed the problem, even gladly moved his truck in the middle of the repair (so my wife could get van out; there too much snow on roads for him to park there). In short, Premium Billiards and Spa did a great job repairing our hot tub and I strongly recommend them and will buy from them again in the future (FYI Stan in their Sterling store is a delightful, helpful guy, too.) Thank you! read more

I highly recommend Premium Spas and Billiards. I purchased a hot tub about a year and a half ago and the purchase experience was excellent and the support after the purchase has been equally superb. This company helped me buy the tub I wanted and not the one they wanted to sell. Since the purchase we needed a minor repair to the tub and it was taken care of within a week. I have called on several occasions for assistance on maintenance issues and in every case the staff has been professional, taken the time to help and followed up with calls or emails asking if my issues were taken care of. This is a great store, professional and treats me like a good friend not just a customer. I commend it and am certain anyone looking for a spa or hot tub will be fully satisfied with the purchase experience from Premium Spas and Billiards. read more

Warning, the leadership at this store is very unethical and willing to put their customers at great risk. Example to follow: I needed my deck reinforced for the hot tub, which should be an everyday thing for guys running a hot tub store. They referred me to the contractor who they say "has done hundreds of their installs". His name was Chuck Moeser. Chuck assured me that how he reinforced my deck pass a building inspection, which I later had, but it failed. It didn't just fail though, it failed miserably. The building inspector was so appalled at Chucks lack of regard for safety that he wanted to know Chuck's contact information since it could have really hurt/killed someone (like my kids who play under the deck). In case the person reading this knows anything about construction, Chuck didn't even put footers below the posts on the deck. He put them right on top of the dirt, which would result in them not supporting the deck and therefore the Deck beams would break over time due to the weight of the tub. When I went back to the store to tell them, they did nothing to help me. All in all, I lost the ~1000$ I paid the guy and had nothing to show for it. The managers and owners (Charlie Rynex) at the store didn't seem bothered by it nor try and do anything to help me (and trust me, I asked repeatedly). Charlie just told me that he wasn't going to use Chuck as a contractor ever again. However, since I knew that they had a close relationship, I didn't believe him. So I did a test.... I went back to the store months later and asked for a referral for a contractor and they referred me to Chuck. So they clearly didn't stop using him, and hence others are still at risk. I would hope that just on the shear principle that people don't use this company. It is bad enough that they allow that customers to be swindled by their own referred contractors they "highly" recommend, but moreover, it is the safety concerns that keep me up at night. I have small kids that sometimes run around under the deck, and it keeps me up at night to know that the 3 ton hot tub could have fallen on them (likely killing them) due to this companies poor due diligence with the contractors they recommend. On the other hand, my entire family could have been in the hot tub when I collapsed. All Decks that get reinforced should go through a building inspection (I believe its the law by the way, but there is not a good way for the county to enforce it) and the store should require it (or at least recommend) for their customers benefit. That way, they likely wouldn't be using contractors that cut corners. Note: I elected to have the building inspection on my own, even though that Charlie and Chuck said it was unnecessary. Thank god I did. I only worry for all the other folks who have gone through them and now have unsafe decks. read more