Great Atlantic

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.

I purchased my hot tub from These folks last year. It was a mess since the purchase. They told me they were going to include the speakers and music package for 12,900.00 and when it was delivered it had no speakers as promised. Since then one problem after another. I had them out to resolve why the unit keepa tripping thr breaker. They said it was a bad breaker. Electrician said monit wasn't. Paid him to switch it out.

Still they can't fix it. Now they saynots the heater. Haven't heard back from them forever a week. The sound of crickets. Horrible company. I hear they were sold and under new management. I really don't care I just want my hot tub fixed. It's under warranty and they get paid from the manufacturer to come fix. Will keep you all updated on the resolve?

I think I'm just Ready to just have another company fix it. The warranty is only as Good as the people backing it. Company came back out and made things right. Glad to see they got it done. Thank you!

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.

Poor customer service & very Unprofessional office manager. Check out BBB before using this company and have them take your 214.00 for 21 pt inspection, then 75 for service call, and not being able to determine the problem. And when called out on it terminate your service. Be careful when being billed, will bill you when not supposed to then take a month or so with threats of legal action to return money.

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

Bought spa in August and was told I would get it by December 21st. By mid January they said it would come in the January delivery. By February they said it would arrive in the beginning of the month. By mid February, the plug and play was delivered and installed. I was promised it was a plug and play, but now they decide it's not a plug and play anymore and I need an electrician, an extra charge on top of the near $5,000 I already spent.

I could not be more disappointed in a company. They often gave bad information and answers on phone or email, if they condescended to answer at all. Maybe with an electrician I can finally get the spa to work. To buy something so expensive and have it be this late, and then to have to wait more days on top of it for outside service is a joke. I wish I could have my money back and buy the spa from a reputable company.

Several years ago we purchased a very large and expensive Hot Springs Hot tub from Great Atlantic. As expected, the service at the time was good.because you are making a significant purchase and they want to make a sale. Up until recently we never had any issues with the hot tub until I noticed that the recirculating pump was making a rattling noise and then shutting off. Based on my research it was apparent that the pump was going bad.

Not long after this, the hot tub panel began tripping. We contacted Great Atlantic to request a service. They then sent their service technician out to evaluate the system. She explained to my wife that the recirculating pump was working properly and that the issue was in our electrical panel and we needed to contact an electrician. Great Atlantic promptly billed us for $185 dollars for the service call.

We then contacted an electrician who came out and after some time evaluating the panel explained that it was fine, and that the issue was in the Hot tub. Of course we had to pay the electrician for this unnecessary service call! We then contacted A1 Spa and Pool Repair who promptly responded to our issue and again, within minutes diagnosed the problem as a failing recirculating pump, which is exactly what we had originally explained to Great Atlantic and what they missed in their diagnosis telling us it was fine. Again, not only were we billed $185 by Great Atlantic for a failed diagnosis and repair, but because we were told by Great Atlantic that the issue was in the electrical panel we were also billed for the cost of an unnecessary electrical service call. Finally, a we were billed another $400 to diagnose and replace the old recirculating pump.

Our hot tub now works perfectly thanks to A1 Spa and Pool Repair and no thanks to Great Atlantic. I am a very reasonable person, however I have a problem paying for a service by "experts" who misdiagnose the issue and bill me. They then refuse to return my call to discuss the matter. I have called Great Atlantic on 2 different occasions over the course of a week to reach their manager, after speaking both times to their receptionist explaining the situation.

She has never returned my call? To be clear, we are not asking for Great Atlantic to cover the cost of the unnecessary electrical service call they told us we needed, but instead only to refund the $185 we paid for their misdiagnosis. I am glad that so many of you have had positive experiences during the purchase and install process with Great Atlantic, however be wary of the service.

John, Andrew, and Ron did a great job installing my new hot tub. Very thorough and efficient workers.

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.

John and Andrew delivered and setup my spa today, and also the loaner I was given while waiting 11 months ( thanks Corona) for the delivery of my hot tub. They were good both times, very relaxed which relaxed me, and answered all questions. My negativity is more due to the poor communication from GA. They did a very poor job of keeping me updated, were often unresponsive (until I tried to cancel my order ) and even with being able to use email, did a really poor job at good communication, confirmations, or follow through.

They do a hard sell in the showroom, which I get. But I prefer a business that underpromises and over-delivers.not the opposite. Edited to add: still cannot get my chemicals delivered, (which I now know that the man doing the "orientation" told me completely wrong anyway. I am so disheartened by dealing with this company as, like I told their production manager, I would not do it again if I had it to do over.and I LOVE my spa. Its not the product, its the service that is an issue. Maybe I am an outlier, but I run a business too and I get a fumble now and then; continuing to fumble is just failing.

The team at Great Atlanta did a great job at unload and install of hot tub taking the time to do it right. Dividing the install between three people made it a smooth and informative install. Thanks to John, Zach and Andrew for a job well done.

John, Zack, and Andrew delivered my hot tube today. They they got tube had a damaged panel from the factory, but they had already contact the manufacturer to get a replacement panel made to fix it. They did an excellent job installing everything and explaining the initial start up.

John, Ron, and Zach delivered and set up our new Hot Spring Hot Tub with easy open cover, speakers, lighting, etc. they were on time, courteous, professional, and explained everything thoroughly to us. I want to also give a big Thank You to Kristen Cooper who helped us choose the right hot tub for us in the Yorktown store. The wait was long due to conditions outside of their control but Kristen checked in with us routinely. Great team, which is very much appreciated!

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.

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.

John and Andrew were very professional, courteous, knowledgeable, and even went the extra in installing my spa. I would definitely recommend their services to anyone who is interested in being a spa owner because they both make understanding how to have a long lasting spa easy to understand even for beginners. Great job keep up the good work guys!

I've had nothing but great experiences with Great Atlantic Pools & Spas since doing business with them from the showroom floor to having Morgan B there from the very beginning and along the way even after delivery and installation. Some of my chemicals are setup on an auto pay method and delivered directly to my home, which is a gem for my busy lifestyle, so knowing I can come home and relax in my spa thanks to the whole team!

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.

Finally took delivery of our spa today (5 1/2 months after ordering/paying)! We couldn't be happier with appearance/condition of the spa and the professionalism, competence and politeness of the delivery crew (John & Ron)! We anxiously await hook-up by the electrician tomorrow, getting the water added/balanced, then finally enjoying our purchase. So far, so good (now that the wait is over)! More to follow after we put the spa in service!

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.

Hot tub delivered today! Right on time when they said they'd be here. The crew, Ron and John, were great! Got a call first thing in the morning confirming details.all with a smile and in the rain!

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!

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

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.

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.

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.

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.

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

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!

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!

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.

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!

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.

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.

I used this company because I my homeowners warrantee company serviced me through them. I needed a simple pool pump and that could actually be purchased locally. This company took nine days to replace this pump and said they had to "order the part". Totally unacceptable because its such a common part, I called around and it could be acquired locally.

The service technician was great and did a quick and very efficient job, but; because they took so long to replace this common part I have a pool that's algae filled. I called the company and could not reach them several times during normal business hours. Additionally, other local companies carry this part in their inventory. I definitely would never use this company again

While I don't normally like to write poor reviews, I feel like this is one I have to write. My valve went on my sand filter and in order for my filter to run at minimal capacity my plumbing had to be cut and a block had to be out in. No issues there. It took two weeks to get the new part in, with almost no communication between this company and my home warranty company which is something I was not a fan of.

I tried calling a handful of times and the phone was never answered. When my part finally came in, the technician called and said he would be here around 4pm, and I said that would perfect! He showed up at my house at 2:30 in the pouring rain and called his office to see if the sealant would seal in the rain. They told him to go ahead with his work.

This is where things get bad. Yes, my filter is fixed but the plumbing job is an ugly blue and purple mess and the rain splattered the purple and blue sealant all over my siding and is not coming off with anything. Had the tech just come at the time when he was scheduled to come, he would not have had to work in the rain and my house would not be spotted in a purple mess.

I am also reporting them to my home warranty company as not to contract with them anymore because of this poor judgement call. This was irresponsible and could have been prevented 100% with a little bit of thinking.

Buy somewhere else. I just purchased a hot tub so, I can't speak to the quality. The coordination has been a struggle. They don't follow a basic policy of do what you say and say what you do.

I recently purchased a Vanguard Hot Spring spa and the family can't get in it enough times a day. The staff (James) was very helpful and took the time to go through all the different models and features.

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.

I like my hot tub, but everything else about this company's customer service is ridiculous. The service dept rarely answered the phone the last two times I have needed help. They never called me back upon receiving my messages.

Great Selection of Spas - For military it's helpful to be able to purchase Great Atlantic's spas through their relationship with the Navy Exchange. New store location off Virginia Beach Blvd. is great.

Bought a Soverign Hot Spring Spa, nice spa, delived as promised. Support has been helpful good product

We researched and traveled thru 8 places until we went to Steve at Great Atlantic on Witchduck. we had a previous hot tub from great atlantic and found they still have the great deals and great customer service.

We just purchased our first spa and couldn't be happier! Very pleased with Great Atlantic and your staff.

Awesome experience buying my new Sundance Spa from these guys. Steve was so knowledgeable in all the spas and their features. He did an excellent job of explaining all the models to us (and they have a number of them on the floor) and then let us make our decision.