Aqua Rec's Fireside Hearth N' Home

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CLOSED NOW - Opens at 10:00am

Customer service is horrible, call to make an appointment for cleaning was told be getting a call back. That never happened, then when showed up finally took my credit card info but never charged it? Then get phone call you are delinquent to it over to collection agent. What happened to my credit card info?

Looking at the other reviews I find it interesting that many of them are duplicates. No doubt an effort to bring the rating of the legitimate reviewer up.
We purchased a new gas fireplace insert from them. The sales man we talked to was seemed to know his inserts, the display area was a little messy. He certainly did not give us the hard sell, if fact, he didn't seem to want to sell to us at all. After deliberating a while, we selected an insert and walked up to the front of the store with him. I had to ask him what the next step was and practically had to make him take our order. We were buying from them because we are both members of a Barter organization and we wanted to purchase the inset through barter. They had told us there would be no problem before we even went in so I was a little surprised when he told us he would have to clear it with his manager and he'd let us know the next day. Three or four days later, he hadn't called and let us know it was okayed, I called him. He said they had to order the insert and it should be in by the end of the week, he'd call and let me know when it was in and he'd schedule the installation then. No call at the end of the week. I called them the middle of the next week and was told it wasn't in but should be on the truck tomorrow. Again, no call for a week so I called them again. It was in and the soonest they could get anyone out to install it was in 6 weeks.

Six weeks later, the installation guys come out. They were polite and professional and did a good job. I was tempted to give Aqua Recs two stars because of them. But the trim piece they brought was not the right size so they couldn't complete the installation. They said they would go back to the store and order the right piece and be back with it. I figured they would get it in a week and half and call to schedule the installation. No such luck. Two weeks went by and no call saying my part was in so I called them, again. The part wasn't in, I'm not sure they had ordered it, they'd call me. Another week, no call so I called, again. The part was in and they got it out and installed in about another week. Again the installation guys were polite and professional. But the sales staff sucks. They NEVER called me, I had to keep calling them. They didn't seem to care if they got my business or not. We were going to buy a cute free standing gas stove from them also for cash but I will find someone else to buy that from. Only go to Aqua Recs if you want to spend all of your time following up with them.

As far as the below review, there is obviously more to this situation that was presented in this review. I would be glad to discuss this with ANYONE who would want to look into the "other" side of what transpired in this transaction. We (Aqua Rec's) have been in business for over 35 years and deal with thousands of customers a year, but what is stated in this review, what we ended up resolving with the customer, and what really transpired is quite different from our perspective. Reading this review is disappointing to say the least. Thank you, as you can reach me anytime at (253) 682-1792. Chris K. (Aqua Rec's)

DO NOT BUY from this company !!! Poor morals and ethics along with poor customer service. We made a down pymt of $2,000 in Feb at the Home Show with David Luciano (traveling salesman) we were told to pay it off by June. I went in to talk to Rick Fortin (in store salesman) a couple weeks ago and explained we could not afford to finalize the purchase due to unforeseen legal expenses from an impending child custody matter and I requested a refund less the 25% cancellation fee. He said he would talk to Chris Kovacs (General Manager/Sales Director) and see what they could do. NO FOLLOW-UP occurred, so I went in today to talk to Chris Kovacs and he wouldn't see me, so I talked to Rick again. Allegedly some guy Mark called and left a message about it. No they didn't. Regardless, now we are being told to write off the money and the 25% cancellation fee applies to the ENTIRE purchase not the down pymt. Then I'm told the only way we will ever see our money is to pay off the unit because they already paid everyone their commissions and they bought the unit. So I ask to see the unit, It is in the back S/N 13052543. So I guess it will sit there. I have worked commission, WHY would you EVER pay commissions before the product is PAID IN FULL. VERY BAD business practice! Rick said even if they sold the spa to someone else they would still keep all of our down pymt money. So I ask if we could transfer the purchase to someone else (at least we could recoup some money) and I am told NO again, they are coming up with every excuse they can to pocket the down pymt money.

Need warranty repair? Be prepared to write them a check. Yes, they will send you a bill for fixing a defective spa. But there's more. The "warranty repair" (the one I was billed for) didn't fix the problem! The spa still has a leak! They won't come out again to re-repair the repair until I pay them for the repair that didn't work. This is what I got from Aqua Wreck 1) a leaking spa 2) a bill for repair covered by my warranty 3) an absolutely worthless warranty.

I want to express my appreciationg for the technician knowledge, attention to detail and professionalism exhibited by Mr Ryan Dickinson in repairing our Heatilator. Ryan is truly an outstanding service technician and represented Aqua Recs in a truly professional manner.‎

I want to give a shout to Sean and partner who came and installed our fireplace today. Both were very polite, super helpful and the fireplace looks great! Sean even pulled a new model for us because of small issues with the org order! This goes above and beyond the call of service and we will definitely be recommending Aqua Recs to freinds‎

htrh

Our pool went from bad to worse under their care. Their monthly contract includes pool cleaning and PH maintenance, among other things. Our plaster is permanently stained, our heat exchanger cost $400.00 to repair due to PH imbalance, all of the tile had to be scrubbed clean, our deck is permanently marred from an embedded rubber mark almost 40 ft long caused by a dragged tire. Our attempt to discuss the contract violations were met with contempt by their cocky know-it-all delusional service manager who defended his employee even though he never once came and verified his service.