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October 2024 by Josh Anderson
Great service and selection of spa chemicals and accessories. I have a bullfrog hot tub and they’re one of the few dealers in the area that carry “at ease” chemicals. They’ve taken great care of me over the years.
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July 2024 by John W3
Josh at Aqua Rec’s makes everyday that we look out at our pool seem like it was just installed by the professionals. Perfectly blue water. Great customer service. And we never have to be concerned if our pool and hot tub are presentable for our guests, friends and especially children.
We highly recommend Aqua Rec’s for your pool and/or hot tub.
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June 2024 by Jaynee Graves
The prices are better than Aqua Quip
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May 2024 by Laura Santos
Love the free water testing, great service
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March 2024 by Rick H.
We got our Bullfrog hot tub at Aqua Rec. Installation and support have been excellent.
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December 2023 by Barrie M.
Would not recommend Aqua rec or Bullfrog Spas. Not satisfied with service or warranty work. Only interested in making a sale not taking care of customers.
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November 2023 by Gastronomical D.
Purchased a fireplace insert at the Puyallup Fair. The initial install was done quickly but with issues. The fan plug exits the right side of the unit while my outlet is on the left. At the fair I asked about it and they said all you needed to do was pull off the front cover swing the power cord over. The "trained" installer swung it around the back of the unit and it wouldn't reach. I had to instruct him to remove the cover and route the power cord internally. They had to measure and order a backing plate and they left after they did this. I went on the roof to look at the craftsmanship and was dismayed to find bits of sheet metal and screws on my new roof. Plus the hand made chimney cap was a piece of junk. I called Rick to tell him about this and he told me they would fix it when they came back. Unfortunately the same 2 guys came back. When I told him that I used to bend sheet metal for a living and their work would not prevent water at a future date from entering, he replied that the sealant they used would last "forever" (no sealant lasts forever) and that I should have made my own chimney cap. Not a customer oriented person at all. After they left I found that they had drilled vertical holes in the chimney liner and put screws in there and cracked the liner. Before they left the "qualified" installer said that if it leaked to call them. Then he gave me a bill for another $329. I told him I paid in full at the fair and I would not pay this additional charge (it was not noted what it was for). I will not refer any of my friends to this company to do any work on their property.
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July 2023 by Diane S.
Their Service Department is the WORST! Scheduled a service call for a hot tub leak. Technician came out, was not to pleased to see that our hot tub had a foam installation. He was here for about 20 minutes, said that finding the leak could take quite some time. Suggested that we let it leak and then call back in to have a follow-up call once it stops leaking, as this would provide a better idea of where to start to look for the leak. He indicated that when they come back out they WON'T charge me the initial fee AGAIN of $249, that they would just charge the half hour rate of $69. Well we let it leak down and called to schedule the follow up. First we were told by Tisha that they don't service our type of hot tub, HMMM they did on the initial visit! Then we were transferred to another person who told us to talk to Caleb who runs the Service department and is one of the owners Called in an left 4 messages for Caleb to call me back, HE NEVER DID. On July 26th I called in and spoke to Tisha, she was one of the rudest customer service representatives I ever have spoken to. At first she was not willing to honor what I had in writing, she asked me to send her a copy of the invoice, which I did. Then she tried to tell me that they provided me with a refund of $75.42, I went through our bank statement while I was on the phone with her and indicated that that was not correct. She then says, oh sorry, my fault that was for another service we provided to you. She then proceeds to tell me that I am rude and that they are not going to honor something like this in the future that they will do it now, but I NEED to understand that this is not the norm. She also indicated that they can come out and spend hours and never find the leak or be able to fix it ! WHAT??? I repeated what she told me so that we were both on the same page. She then proceeded to explain it to me again 3 more times. At this point I am feeling like she is being extremely condescending and treating me like I am stupid. She then proceeds to tell me she is not going to continue this conversation and that she will have Caleb give me call. Here it is the next day and no call from Caleb. I call in at and am put on hold for 35 minutes waiting for him to take the call. A gentleman by the name of what sounded like Buren, gets back on the line and tells me Caleb is busy with a Hot Tub did I want to leave a message or continue to hold. I indicated that I had already been on hold for 35 minutes and that I have been trying to have Caleb give me a call back for the last 4 days to no avail. He snerkaly says well that's why I asked you if you wanted to remain on hold. I said no I would prefer that Caleb give me a call back. This is absolutely ridiculous. These people HAVE ZERO customer service skills.. All they want is your money, they do not follow through with their service and are incompetent.
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June 2023 by S W.
We purchased a hot tub less than a year ago. When we purchased it, everything went smoothly - they came and delivered it when they said they would. I was expecting some sort of paperwork at the time of delivery like for warranty and manufactures instruction for use but the delivery guys did not have them. So we basically had to figure out how to set it up ourselves. 10 months passed and we needed a service tech to come to our house to do an electrical work. This is where I have issues with this company. Very very poor communications. To give some examples, we left 3-4 messages over a course of 3 weeks before they even called us back. Once they did, he said he would send a tech but didn't know when. We waited for a call but didn't hear back so we called again and left a couple of messages. We were finally able to put something on the calendar. The tech came and did the work but the pump failed shortly after. We called again to communicate about the new issue (took a couple of calls again) and the tech came back for diagnosis. The tech stated they would have to order a new pump so I asked for an ETA. He said he didn't have one and left. I called the store to ask for an ETA and I was told about 2 weeks to a few weeks. I don't have a problem with waiting, it is what it is. But when I asked how we would know when it arrived so we could schedule an appt, he brushed me off and would not provide a plan. No "we will call you when it comes in" which I think is the standard courtesy at most places. 3 weeks passed and not a word. So I left a couple of messages again. A gentleman called me back on a Friday afternoon and told me that we were on their schedule that same day and that someone was supposed to come to our house between noon and 4pm. Good thing I was off and was home.. we didn't even know and were never informed of this appointment. Was their plan just to go to the backyard without our permission if we weren't home? The guys came, said hi and started working on the tub in the backyard. After a while, I noticed that they were gone. I wasn't sure where they went so I looked to see if their van was in the driveway but it was gone. I guess they finished their work and didn't bother to tell us about it. All of our frustrations could have been resolved with descent, basic communication but this company doesn't seem to have one. Things break and don't always go according to the plan, but the customer service goes a long way if you asked me. It's too bad they don't prioritize it because I'm all for supporting local businesses.
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May 2023 by Vio R.
They deliver the hot tub and then you are left on your own to read the owner's manual and figure out how to use the chemicals. After spending so much money on a new hot tub, the company should give the new hot tub owners a tour in person on how to use the tub and how to use the chemicals in order to maintain the water. If you want to be left on your own after spending lots money on a new hot tub then use this company but it will not be me again in the future.
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February 2023 by Brian Saltvick
My family bought a gas fireplace here in 2021 for my mother. After 2-years it suddenly would not light. We called Aqua Rec in Fircrest, where it was purchased, for service. They directed us to the Tacoma store as that is where the service center is. We called, multiple times, and left multiple messages and to date (over a 3 week period) have not gotten a single call back to schedule our service. Obviously we weren't waiting to get my 85 year old mothers fireplace working so we called DOWN RIGHT COZY FIREPLACE SHOP (which is maybe a mile away from Aqua Rec) and were immediately scheduled for service. That service was today... I frankly wasn't surprised when their technician pointed out several points of the original install that were sub par at best. Needless to say we will never buy from AQUA REC again, nor call them for service. Do yourself a favor and drive the few blocks west to DOWN RIGHT COZY where they truly understand customer service because AQUA REC has no idea what that entails.
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November 2022 by Gayle Wells
Great customer service.
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July 2022 by Wissam K.
A lot of folks have put negative reviews here and I think they are upset because original promises of delivery dates were not met. That's true for me too. However, I think it us extremely unfair to blame it on the small stores that can't control the impact that the pandemic had on the supply chain... in my case, my swim spa was delivered late but throughout the whole experience Chris (in sales) and Rick (operations) have been the most professional and respectful folks I worked with. They kept on having my interests at heart talking to Calspa, they made concessions to make things right and the whole crew to install was awesome. They are owning mistakes that they didn't make just because they represent the product and they are doing that with full smiles while customers are upset without trying to realize the state we are all in due to the pandemic. I will definitely do business again w them, I know that if I wanted to by the same spa now, prices have gone up 20% or more and they never made any fuss about that. I know other places that canceled on their customers instead of eating that up, and I am grateful for the way they conduct themselves at aquarec. To add to that, while they didn't have to, I asked for a wifi module, and Chris and Rick decided to make the gesture and give it to me for free. If that's not excellent service, I don't know what is!
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July 2022 by Heimer Faheed
Worst possible service. Purchased a fireplace in October, 2021 and did not receive a remote control that was included in the paid package. Rick from the service department called numerous times with false promises that someone would come to deliver/install the remote but that never happened. Attempted to reach the store several times but they are either busy all the time or have a practice in place that you must leave a message for someone to call you back, rather than answering the phone when you call.Needless to say, this has been the most unpleasant experience we've had with a fireplace/hot tub store. Their personnel did not stand by their promise and failed to address an issue generated by lack of proper oversight.I do not recommend this store, please do your research before you commit to purchase. What they tell you when you are about to swipe that card, is not what they deliver.
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February 2022 by David Hiley
Grady helped me find exactly what I was looking for! A very knowledgeable and helpful individual with a fun personality to boot! They have good quality products and I would expect nothing less.
