Aqua Pool & Patio Inc

We were their second pool dig of 2021. The plaster has failed, the site a mess, contract line items not fulfilled, and my favorite “sorry they’re with a customer” when we call. Apparently they pick and choose which customers matter and I must assume those are the ones that still have remaining balances. We even threatened to withhold money and go through arbitration to which Jason responded “you’ll lose”. We now call daily looking to have the plaster fixed and Gianna passes us to voicemail saying Debbie and Grant are busy with customers. Chuck will eventually take the call and say they’re working on it trying to contact Bella Pool Plaster out of New York and that they will be in touch(interesting that this has taken over 3 months with zero rectification as Gianna proudly boasted they service 30 pools a day). This is 3 months of non stop calling and emailing on our end and they take the same approach, essentially hoping we’ll tucker out and accept their poor performance as they already have all their money.

We purchased a house in 2020 with a pool built by Aqua Pool & Patio in 2017. Opened the pool that spring and found it had cracked significantly and stopped holding water. It was under three years old and the way this company has handled the process of understanding why their pool failed so soon after they built it is disturbing - they simply don't care to understand why they built a structurally deficient pool. We worked with Aqua to troubleshoot and paid them for temporary repairs over the course of a year but ultimately gave up on working with them on a permanent repair as they seemed not only uninterested, but also sadly incapable of doing anything more than temporary patches they were billing us for. Aqua would neither quote pricing nor offer any timeline for a permanent repair because they had no expertise to do so. At each attempt at contact, they made it apparent they didn't care; the meter was still running while we were paying for their blind troubleshooting and ineffective, temporary patches. We tried to be patient and understanding, giving Aqua multiple chances over the course of a year to earn back our trust and make things right but they were disinterested. Our last attempt was reaching out to the owner hoping to find some clarity. He deflected responsibility, placing blame on his subcontractors and throwing his own employees under the bus. The only solution he offered us was to pay for more temporary patches, which we refused as all the temporary patches they applied proved to be completely ineffective; they held up as well as the original pool they built. To top it off, the owner also blamed us, said we should have paid to have Aqua out to inspect the pool prior closing on the house as then we could have made the original owner who paid for the pool be responsible for paying for the repairs. However, when we asked why the pool Aqua built failed under three years after build, he did not respond. It was obvious he inherited a business he simply can't sustain. Aqua will say they have been in business for over 50 years, but now under second generation ownership. Our experience has taught us that a reputation inherited is only as good as a reputation upheld.

Awful, customer service was atrocious and so shady to deal with. Would never trust this company on my property again and hope no one ever has to deal with the unprofessionalism and blatant disregard for our time and money.

Great! The arrive was quick, friendly and professional!

They did what they were supposed to do. They came in early and did the work. They were also friendly and on budget. They got our pool up and running.

Their service costs me $80 a week. I rate them highly and I would continue to use them in the future.