I should have believed the other reviews. If everything goes right, expect your new hot tub to be delayed by days/weeks after the promised delivery date. I was told my hot tub was "on the truck" from the factory and would be delivered within two to three weeks, with an anticipated October delivery date. Late December, after I called to cancel my order because it had still not been delivered, it was located and delivered shortly thereafter. If anything goes wrong, buckle-up. My hot tub was delivered with a leak and broken LED lights. 18 months later, with no fewer than 10 trips to my house, each trip declared "fixed!", the hot tub still leaked and several LED lights remained broken. Is it too much to ask Premium Spas to fix a leaking tub with burned-out lights? Yes, it's too much to ask. The warranty crew at Premium Spas, led by Troy, who will proudly tell you he's got 20 years of hot-tub experience, is arrogantly incompetent. The longer the unfixed leaking issue continued, the more aggravated Troy (and Charlie, the owner, and Patti, Charlie's girlfriend who answers the phones) became with me. Why wouldn't I just deal with my leaking hot tub and leave them alone? After Troy was unable to fix the tub, he told Jacuzzi it couldn't be fixed (because he couldn't fix it) and they sent a replacement tub. I was charged an additional $750 because the replacement tub (same exact model) had increased in price. My choice was to keep a leaky tub or be charged another $750 for a replacement tub. Then Premium Spas fought with me over the electrical hookup over the replacement tub, in the exact same location of the original tub, needed "a few inches" of additional electrical wire to be reconnected. Earlier today, Charlie (the owner), told me he no longer "gives a f*ck." read more

We've purchased two hot tubs here so far. The sales team is wonderful, frieldly and they listen to what you want to have/get. The service team is fast and responsive. The delivery team cleans up and doesn't leave a mess! Overall this is a great store. They have a great in-store selection and will work with you. I highly recommend them if you're in the market for a hottub! read more

I purchased a $12,000 Jacuzzi J-325 hot tub from Premium Spas and Billiards in early summer. The tub was to be delivered within 3 to 4 weeks. After the salesperson claimed to have ordered the incorrect tub, it finally arrived nearly three months after order. Within 3 weeks the tub began showing signs of malfunction. Eventually the damage was narrowed down to a manufacturing error. During the troubleshooting process a missing ground wire was discovered. Water and electricity are dangerous enough without proper grounding. After writing a professional complaint letter to Premium Spas and Billiards they informed me that it was not their problem to rectify even though they are the sales outlet. I was told to contact Jacuzzi directly. Premium Spas and Billiards offered "free chemicals" for compensation for the delays and the risk of my life. They never sent any "free chemicals" either. So.... time to go relax in a $12,000 death trap! read more

Only great things to say about the Premium and the Sterling store. Stan was awesome and answered all of our questions honestly. We went to a few different companies to price check and found that Premium had the best prices and selection. It's a busy time to buy a hot tub and special orders were 20+ weeks, but luckily, Premium places orders regularly to keep stock and we were able to get ours in a little over 5 weeks. Charlie at the main store was very responsive when I asked about the delivery time frames and he even called me and delivered the same day they got it! The install crew was a group of young men who worked very quickly and very professional. Not much more I could ask for! read more

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They say your spa experience will only be as good as your local customer service. Sales is wonderful here. Service is leaving a lot to be desired. While they're nice and efficient once they show up, trying to reach them and get a callback has been impossible! That makes the spa owning experience a drag. read more

Premium Spas & Billiards - Water level drops because of a leak - Pool & Billiards Near Me - Sterling, Virginia

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Amazing experience during the COVID pandemic..........Stan was there 7 days a week and always able to answer all of my questions both technical and chemical. Bought a J-445 from him and while it was a few weeks later than expected, he always called and kept me updated....appreciated his transparency. Friendly and knowledgeable...........great delivery crew as well. Buying a Jacuzzi Swim Spa from him for my lake home. Wouldn't go anywhere else!! John R. read more

We went to the store today to purchase an outdoor jacuzzi tub. Gentleman at the store wasn't wearing a mask (although it says on their Yelp page that staff are wearing mask!!!) otherwise we wouldn't even bother going. He didn't greet us or say anything. considering we were the only customers in the store that was kind of rude! however we still approached him and asked few questions and left the store. We would've felt more comfortable if you would follow safety precautions and were more welcoming. read more

Hot tubs are great. Just don't ever have a problem. Numerous voice mails, web forms, and talked to representative multiple times, promised call backs but in five months have yet to get any. Suggest you run, not walk, to different dealer. read more

They damaged my pool table upon delivery. I took photos and notified the company immediately by phone and by email (attaching the photos). They apologized and promised to repair the damage. After many phone calls and promises, they still have not repaired the pool table. read more

I normally don't write reviews, but I felt that I had to in this situation because of the amount of money I spent here. I just read someone else's review, which was spot on (I wish I read it before purchase), but as long as you don't have an issue, you are good to go. Everyone here was happy and helpful, but when I had a problem, I heard crickets...no one all of a sudden knows anything about hot tubs. You don't know if it is a bad product or bad service. I had heard good things about the Jacuzzi line of tubs in the past. I had two issues, one that the unit cannot hold its temp, so it will jump up to 102+ no matter what (yes, I read the manual three times on how to lock in the temp). It was suggested that the sensor went bad (the unit is only 5 months old) but the one and only person in the entire DC area that they have employed there that is apparently qualified to resolve this or answer my questions will not return my calls (I have called like 10 times). Also, I have followed all the rules with the chemicals, but apparently white mold continues to grow and in this 5 months old tub that we really only have used 7 or 8 times which should not warrant this type of issue. So I have cleaned the filter numerous times, had to drain in refill the entire tub multiple times. We have flushed the pipes and used cleaning substances. I have spent 10x the amount of time cleaning and trying to resolve the issues than enjoying the tub. Ugh, good luck. read more

We had a very pleasant and professional experience here replacing an old hot tub. Stan in the shop was helpful and engaged, but I really can't say enough to about the delivery team. Zach and crew spent 3.5 hours (!) removing our old beast of a tub and they did it with smiles and grace. Highly recommend. read more

We purchased our hot tub from the store years ago and continue to frequent it for supplies and repairs when necessary. They are always very professional, friendly and fair. Good folks! I recommend them highly. read more

Always enjoy the super friendly and helpful service I get at Premium Spa and Billiards. Stan Wruk is my favorite: always seems glad to see me. Helps me with spa chemicals and maintenance; makes sure I get the discount for having bought my hot tub through them. Great place and super friendly service. Someday I'll buy a pool table too. Someday. :) do yourself a favor and go by Premium Spa and Billiards and ask for Stan. read more

I'd like to rate them higher as I had a good experience a few years ago purchasing our Jacuzzi J335 from them. My problem with this company is that they don't respond to emails. Why even have a contact link on the website? I needed some product support and called their service department, and they redirected me back to the store to order a part. After not getting an answer calling the store, I emailed them using the contact link and never received a reply or acknowledgment. It's not the first time this has happened when emailing this business. I had to find a replacement ballast for my ClearRay system and needed them to order one for me (the service department said they shouldn't have any problem doing that), but since I couldn't reach anyone I had to spend $375 for an entirely new ClearRay system since it's all I could find online. I feel like I could have saved about $200 if they'd just responded by phone or email. It makes me feel like they're interested in the sale and not so much the product support. read more