ComplaintsforGreat Atlantic Hot Tubs, Swim Spas, and Saunas

• Initial Complaint

  09/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had contacted this company to fix my spa that was broken by another company which was incompetent. I asked them to give me a quote on fixing an elbow that was broken by them, explained the problem to them in which they told me they would not come out to solely quote this problem, and if I wanted them to come I had to have a 21 point inspection done at a cost of 214 not including taxes. they sent me a quote including a heater that is working, that they claim needs to be replaced. I have asked for an itemized bill breaking down what it will cost to just fix this leak, and I'm told that is impossible and the leak fixed comes under the plumbing on the quote. So, even though it's working they are basically telling me I have to. They further state I have not put a subpanel set up only recommended by the manufacturer, this is not under warranty. I have advised them I have had a licensed electrician which they do not have, look at this and tell me it is fine, it is the most common setup, and what he recommends doing. I called them for a service call but they came out and could not diagnose my problem at the time, I was told if they needed to come back I would not be charged a service call if the problem happens again. As soon as he left an hour later the issue arose again they needed to come back and I was again charged a ***** fee. I had to argue with them on returning my money which they stated they would hold, and not return. Two different technicians and neither one found the actual problem which was a circulator pump not working and making a breaker trip. So now after spending the money they told me I had to, in order to find a leak in which I told them where and what it was, explained extensively that home warranty company reimbursing me and why I needed the quote itemized they change their story that they do not follow home warranty companies for repairs. I feel I was taken advantage of, they knew all along what was going on and change thier story to thier liking.

  Business response

  04/28/2022

  Business Response /* (4000, 16, 2022/04/11) */ He did not inform us that another company broke the item as company policy prohibits us from working behind any other company. When he called, he asked for us to look at his whole spa and recommend what was wrong with the spa. He stated to Kati, our service director that he needed a paper trail as he would be getting a home warranty company and need that information which he was provided by our service tech. He also stated that prior to having a home warranty company that he would have them pay for any damages for the prior breakage. Again, we do not go behind another company. When he called in and spoke with Kati he was asked which credit card he wanted to use. He confirmed and never called us back stating we used the wrong card number. We will not go behind and fix another companies breakage for any spa. We provided documents on heater and that is the only item we will do. I am unsure what he is requesting here but he has been told numerous times. I even asked to speak with the home warranty company as I am unsure if they are aware that there was a breakage by another company. If you have a home warranty company and the company they sent out broke your item, it is required that you call them back and they will send someone else out. We do not work with his home warranty company so we do not have a contract with them.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 29 Great Atlantic Hot tub came to our home to resolve an issue we had with our hot we bought from them. We told them that the recirculating pump was likely to blame for the sub-panel breaker tripping. They came out, told us it was not the recirculating pump and that it was an electrical issue and we would need to hire an electrician. They charged us **** for that visit and accomplished nothing. We hired an electrician who check everything and no electrical issues were found. We then hired another hot tub company to come out and they determined is WAS the recirculating pump the whole time. We had to pay that company **** to replace the pump. We have contacted management at Great Atlantic numerous times and we're told they would respond, which they have not. We want our **** refunded considering they misdiagnosed the issue even when we told them what it was. This company has apparently done this numerous times to clients according to the company that actually fixed our problem. They never even sent us a receipt, they just charged my card that they have kept on file.

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/15) */ Customer called us on 11/29 stating that the breaker was making a popping noise. When the call was scheduled with customer they were explained that the service call would be ****** which is a ***** trip and a minim of 1 hour labor of ******* Our tech was out there from 1pm to 1;40pm waiting for the breaker to trip and it never did. Tech called the manufacture and walked through steps to see what the issue would be and they stated for customer to call an electrician to look at the subpanel. Customer then was charged the ****** which was the agreed service call fee. Customer then called back stating that he had another company come out and replace a part that the manufacture was not even recommending replacing. The part that the other company replaced would not even trip a breaker as it is not tied into a breaker at all. Consumer Response /* (3000, 7, 2021/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) When we called Great Atlantic Pools and Spa we told them the breaker kept tripping. We also told them that prior to that happening the recirculating pump had been making weird noises and not working correctly. We thought the two issues went hand in hand. The technician who came out here said the recirculating pump was fine. We then hired another spa repair person who, within minutes, determined it was the faulty recirculating pump that was tripping the breaker. The recirculating pump was replaced and everything is working perfectly. So we paid **** to Great Atlantic to mis-diagnosis the problem and do nothing. I never said the breaker was making a noise, I said the recirculating pump was making a noise and the breaker kept tripping. The new company bypassed the circulation pump and the breaker didn't trip, once he reconnected the old one, the breaker tripped. He obviously fixed the problem and to say that the pump wouldn't make the sub panel breaker is completely false. Business Response /* (4000, 9, 2021/12/17) */ Great Atlantic has decided to refund customer. We are not stating our tech was incorrect as the manufacture stated to our tech what needed to be done and that the issue is which the customer was informed on. Refund has been processed XXXXXXXX-XXXX is the refund transaction number.

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