Complaints

This profile includes complaints for Great Atlantic Hot Tubs, Swim Spas, and Saunas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Great Atlantic Hot Tubs, Swim Spas, and Saunas has 4 locations, listed below.

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  Great Atlantic Hot Tubs, Swim Spas, and Saunas

  2921 Virginia Beach Blvd Virginia Beach, VA 23452-6901

  
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  Great Atlantic Hot Tubs, Swim Spas, and Saunas

  1900 George Washington Mem Hwy Yorktown, VA 23693-4230

  
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  Great Atlantic Hot Tubs, Swim Spas, and Saunas

  3809 N Croatan Hwy Kitty Hawk, NC 27949-9237

  
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  Great Atlantic Hot Tubs, Swim Spas, and Saunas

  5118 Main St Williamsburg, VA 23188-2811

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased X500 swimspa in May of 2022 and it was installed in January ***** I also purchased $*** electric cover that was installed in late January/early February of *****
  
  Sometimes in 2024, I noticed the swimspa was filling up from rainwater. It was the cover leaking rainwater. People online said this happens when the cover is not installed correctly. This seems to track because install crew said it was the first one they had installed.
  
  I tried contacting the service department many times via phone. No one ever answered the phone or returned calls. I went into the Virginia Beach location and talked to the salesperson who sold me the swimspa. He got service to finally contact me. This was in July 2024.
  
  Service department employee named Rachel ***** contacted me and asked me to send pictures and videos of the cover leaking. I provided ****** drive link at the end of July. They called me back in September 2024 and said they needed me to text the video and pictures. I sent the pictures and videos via text. I haven't heard back from them since.

  Business Response

  Date: 03/04/2025

  After speaking with the customer, it was confirmed that no videos or photos were received by the team at Great Atlantic. Once made aware of the issue, we immediately scheduled repair for Friday, 3/7. If no parts needs to be ordered, we will repair on Friday 3/7. If, after evaluation by the technician, parts need to be ordered for repair, those will be ordered ASAP and a repair will be scheduled as soon as we receive the parts into our warehouse. I apologize for the delay on this and we hope to get you taken care of as soon as possible. 

  Customer Answer

  Date: 03/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jonathan *********

• Initial Complaint

  Date:09/10/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased a hot tub from great Atlantic spas and a couple of months later on March 20 I reported to the general manager, ***** ******* that when it was installed, the technician never attached the clips to the back of the hot tub top that holds the hot tub down. On the evening of March 19, the top blew open and ripped itself away from the side arms that holds the top open when the spa is in use. The top cannot be reinstalled.
  The technician looked at it and agreed that it should’ve been strapped down and that the top was too damaged to reinstall.
  I received a call that they were going to replace the top under warranty.
  
  Placing several phone calls and emails with no response as to when the top of be replaced I informed **** ******* in July that I had no choice but to file my complaint to the ****** ******** ****** due to the lack of response for replacing this top. **** ******* told one of her employees, Miss ***** to contact me and let me know to do whatever I had to do but I now had to pay over **** to replace the top.
  Feeling like I had no choice I gave Miss ***** my credit card information on July 22 and she told me the new top would be installed within 30 days. (They actually ended up charging my charge card ********). On August 23, I called her and told her it was 30 days and I still have not received any information or a new top. She said she would get right back with me, it is now September 10 and they are not returning my phone calls or emails.
  **** ******* was extremely unprofessional by never calling me back or answering my emails and then only giving me an option for me to pay for a new top after informing her that I had no option but to file a complaint
  If I knew this was the type of customer service that I was going to receive I never would’ve purchased this hot springs hot tub, from great Atlantic spas.

  Business Response

  Date: 09/16/2024

  We were informed by the manufacturer that the warranty does not cover the wind damage so we offered Mr. ******* a discount on the cover and lifter.  The replacement cost for a cover and lifter (including **** for installation) is normally ********* and the cost for Mr. ******* was only ******** We did inform Mr. ******* that replacement covers take up to 16 weeks to arrive in our warehouse. Because I was unaware of the issue with the cover clips, we will refund Mr. ******* the cost of the cover in the amount of ******* and waive the labor installation fee of **** putting his total cost for the lifter at *******. After checking tracking information, I can see that his cover is due to arrive in our warehouse by the end of next week (by Sept 27, 2024). Once we receive his cover, we will call him to schedule the delivery and install. 

  Customer Answer

  Date: 09/17/2024

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a new hot tub with a water monitoring system and it always shows it is wrong despite when we use manual water test strips indicating things are fine. We tried what they said to do and it has not resolved the issue. We asked for a service technician to come out or replace the water monitoring cartridge but was told they are done working with us and to call the factory with no more support. Just want them to come out and check the system versus texting.

  Business Response

  Date: 08/06/2024

  We sent a technician out on Thursday, 8/1. We replaced the sensor free of charge even though it did not appear to be faulty. We provided recommendations to the spa owner on how to maintain proper chemical balance in the hot tub. Customer is also able to bring a water sample into any of our retail locations for a free water test at any time. 

• Initial Complaint

  Date:05/09/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last September my wife and I purchased a Hot Tub from Great Atlantic Hot Tub and Spas, when the hot tub was delivered one of the panels was damaged and the stairs that were supposed to come with the hot tub were not available at that time.
  
  After the deliver we spoke to Great Atlantic and they said that our stairs would be available in February of 2024 and that they would order a new panel to replace the damaged one.
  
  After multiple phone calls and discussions we still have not received our stairs or a replacement panel. Each time I call and talk to someone it sounds as though they are working to get our issues resolved been then we don't get a call back and we are left with having to call them back.

  Business Response

  Date: 05/20/2024

  We have scheduled installation of the new panel and delivery of the steps for 5/29/2024. Customer confirmed this date via phone. Customer will receive a call that morning with a time frame. We also offered 3 basic valets (hot tub cleaning + chemical balance) as an apology for the delay in getting the panel. 

  Customer Answer

  Date: 05/21/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21******, and find that this resolution is satisfactory to me. Thank you for assisting me in this matter!
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an endless pools swim spa for over *** in Sept 2016. The hot tub cover disintegrated, and I could no longer even open the cover to get to the hot tub. I purchased a new cover for approx **k in May 2023 and I was waiting for it since that date. Finally after 6 months it is here. Now they schedule an appointment I take the day off because they would not give me a ballpark time to deliver. Two weeks ago they were to come and no showed then again rescheduled and they no showed again. Finally this week he comes to deliver and takes one side off and stops. No explanation no message nothing. I get a text from the original guy who sold me the swim spa who is by the way a very nice guy, Steve. He communicates with me to say the guy will be out to put it on the next day. It doesn’t happen. Apparently they have a problem taking off the old one. It was all rusty. You would think that a *** + spa would come with a cover that doesn’t have handles that will rust. Especially when you live 12 miles from the beach. I imagine salt from the ocean breeze would contribute to the issue but that is not my situation. My pool is also not right next to my Swimspa so that’s not it either. But it is on a uncovered deck so it did get straight hot sun and exposure to the elements. It is just shocking to think that this did not last nor was going to last. Now they say that I need to get all new panels because they will need to break the bars/handles cause they are so rusty. And now they want another *** so they can break the panels to get the cover on. Wow! The worst part is they are the only company approved in the area which has more than a million people. They have the upper hand cause they have no competition at all. They know I can’t do anything or call anyone. Endless pools says that you must go through their authorized dealers but of course I’d have to go 5 hours away to find another authorized dealer.
  The endless pool
  Is great the covers cheap and do not last. Just cause something is only warrantied for 4 years does not mean it should only last 4 years. I still do not have my cover and they left the trashed one sit their. Its full of water now and I can not move it.

  Business Response

  Date: 10/26/2023

  Ms. ******** as we've made you aware, covers have a 2 year warranty and we recommend replacing every 3-5 years especially in areas near the beach where this is a lot of salt. You have waited 7 years to order a new cover and from the pictures you've sent it, it looks like you haven't taken care of your swim spa in at least a year, possibly longer. Due to the lack of use by you and the rusted pieces, we cannot remove the old cover and lifter without cracking the panels. There are two options to get the problem resolved: 1 - you can ask a general contractor to come in and look at it and see if he can remove the lifter without cracking the panels in which case then we can come in after he does that and place the new cover. 2 - you can accept the *** discount that my team has offered you to replace the panels and get the new cover attached. Please let me know which option you choose so we can get your cover placed for you.