AQUARIAN POOLS & SPAS

They installed a new liner for me in May of 2017. In the first year, the liner started pulling away from the coping in several places. I informed them of this and they came out and "apparently" fixed it. In the second year, the same thing occurred. They did come out and installed several vinyl strips in various locations which they said would keep the liner in. However, I was charged for this service even though I complained that it was a continuation of the original problem. Additionally, the vinyl strips consistently came loose and fell out. This year, once again, the liner has separated from the coping in one small area and the vinyl strips continue to fall out. I just got off the phone with "Becky" and explained the problem once again and told her I would like to have it repaired and did not feel that I should pay for it. At first, she faulted the rainfall and then even faulted the chemicals in the pool. She stated that they would not do anything about it. To me, it is obvious that either they measured the liner incorrectly or it was not installed properly to begin with. Keep in mind that in my life time I have owned seven (7) homes with inground pools of which six of them had vinyl liners. None of them did this before - including one that was installed a few years back by Aquarian. In the past, I have had Aquarian install a brand new pool for me and I have purchased two liners from them. I have also referred several customers to them. This will no longer happen and legal action is soon to follow. This is not a threat to gain their attention, it is a reality. I'm tired of poor quality and service in general with certain retailers. If anyone has any questions feel free to contact me at 513-300-0954.

very happy with the pool, and the heater they just installed.

Delivered fine, no issues, works great.

We've been using them for about five years. They're conveniently located close to our house, the technicians are professional and courteous, and they do a good job of caring for the pool.

They were punctual with getting the pool in and they did pretty well accommodating changes in the beginning. As time wore on and the fence they installed failed, they replaced it. However, the finials they installed would not stay on and at that point I started getting attitude like I should fix it. After contacting the fence company I found out the product they should have used to install the finials and informed Aquarian. Eventually they came out to fix the finials but right after the repairman left, one of the finials fell off. That was over a year ago and I still can't get anyone out here. Owner, Mike and Manager Jim keep brushing me off. I am sure it is a big joke to them. . I am out of patience and I will never use them again, for anything.

I needed a new chlorinator and intake parts installed, but they wouldn't do service because I hadn't bought the pump from them (I was buying everything else from them). I didn't haggle on price and offered them to be my full pool service provider (open, close, any work/parts). I can't change where I bought everything in the past and it's odd you'd expect someone to throw everything away you already owned to do business with them. Must be really busy or eccentric because I can't think of another reason you wouldn't take a new customer who pays what you ask along with offering all business going forward.

All three times I made an appointment to have the service tech come, Aquarian gave me a week-long time span within which the tech would show up. They said they would call the day before the tech was scheduled to arrive. Two of the three times, the tech did not show up in the appointed week. When I called to find out when the tech would arrive, the office staff told me that I had the wrong week and the tech would be out the following week. I never received a call the day before, letting me know when the tech would show up, even though he was a week late. Before opening the pool this spring, we needed the tech to come look at the pool pump to ascertain why it wasn't working at closing. When I spoke to the (femaie) owner, she asked me a couple of questions about the pump. I replied that I didn't know what was wrong with the pump...just that it wasn't working at the end of last season. She said the tech could diagnose the pump problem without opening the pool. I scheduled the appointment. Again, I had no idea when the tech was going to show up, so I awaited his verdict. When he got there, I wasn't home, so he did call me as I requested. By the time I called him back a few minutes later, he had already left my house, told me the pool pump motor was fine, and that there was nothing else he could diagnose unless the pool was already open. For all of this, he left me a bill of $170. I called back and talked to an assistant manager and explained that our pool pump problem was not resolved and that I wanted Aquarian to take care of it within the next 24 hours. He was very apologetic and said he would have the owner call me when she got in. She did and immediately started to yell at me that I owed them $170, and that I should have told her I needed the pool opened prior to checking the pool pump. I asked her to stop yelling, and explained that I looked to Aquarian to be the experts in the pool pump, as I have never owned a pool before. She finally calmed down and suggested that I pay half of the bill, for the service tech's time and that they would open the pool and resolve the pump issue. I refused payment on the service call, and ended our relationship at that point. I had a different service company open up the pool a week later, and we found our pool to be completely filled with algae and colonized by frogs. When I spoke to the new company, they said that at the pool closing Aquarian should have put in an algae packet, plus given us wintertime chlorination to place in the skimmers on a monthly basis. Aquarian suggested nothing of the kind last fall. The pool has been open for 10 days, and we are still trying to get the water cleared of all of the algae. I wish I'd checked Angie's List prior to using Aquarian. Their customer service and technical service are very poor.

They kept changing the scheduled installation date, rude, made false promises and even 11 years later I strongly regret the use of this company and I am surprised they are still in business.

In December, 2011 I purchased a house with an inground pool. The sellers let the liner decay so as part of the purchase, the seller's paid Aquarian Pools to reline the pool and fix any other small issues. At the closing, I was provided a pre-paid contract from Aquarian to complete the pool relining in Spring 2012. To start, the place has 0 communication skills. First, I went in to select the liner. Apparently the manager is the only one that could deal with me because it was a pre-paid contract, and he was not available. So I left my name and number and awaited him to call to establish an appointment when he could review the contract and allow me to select my liner. As a precursor to my experience, the manager never called. Finally, I went back-in and the assistant manager agreed to help me. I selected the liner and established and scheduled when the relining would occur. On that date, Aquarian never showed. I called them, the manager was not available. Again, he did not return my call. I went back to Aquarian to setup another date. I was told I'd have to speak with the manager who was not available. Again, I left my name and number, and he did not return my call. I come home one day from work and my back patio door is wide open with the lock broken. The old pool liner is gone but no new liner installed. I called Aquarian and asked why they didn't call. They claim they did but according to my caller id, I never received any call nor did they leave a message. I asked them when the liner would be replaced. They would not give a date, just a range of days. I informed them I have dogs and I would appreciate a phone call from the service team before they arrive. About two weeks later, I come home from work, the patio door is open, the new liner is installed and they're using water from backyard spigot to fill the pool. This was annoying because I didn't want to use county water to fill the pool. I had a cistern with enough water to fill the pool halfway. The other irritating thing was it was supposed to rain that evening. A novice pool newbie even knows the liner will not set if it is supposed to rain. So what happened? After approximately 12.5k gallons of water was put in the pool from my spigot, the liner did not set. The next day I walk around the pool and they have left rogue rusty screws and bolts on the ground and one of the new plastic rings around the pool steps' handles was broken. I called Aquarian again and informed them the liner did not set. Instead of an "I'm sorry", I received a combative old man who argued over how much water was put in the pool. Finally, I put my foot down, and demanded when would they be able to fix the liner. They said they would come out when they had a few days of sunny weather. Well, 3 weeks pass and still no repair. It was only when I took pictures of the disarray they left in my backyard and a threat to report them to the Attorney General's office and a local tv station that they came back out, drained the pool and set the liner. This time they used a combination of the cistern water and the county water from my spigot. Surpsingly, Aquarian did call and as instructed by Aquarian, once the water level reached the tape they placed as an indicator, I turned off the spigot. They returned the next day to finish installing the liner and they used my spigot to fill the remaining water. However, this time they did not call to inform me the water was left on nor did they return to turn-off the water. What if I was out of town? When I came home from work, the water level was halfway up the skimmer, so I turned it off. Unfortunately, even after all of this, Aquarian still bungled up the opening of the pool. I know they did not open the pool when they filled the water because the filter was not filled with DE powder and the pump was not turned-on. I called them and asked when my pool would be opened. Again, I was told I have to speak to the manager who was unavailable. I left my name and number and my call was not returned. I decided I was done with them. I put a padlock on my patio door and opened the pool myself. I was so frustrated, I went back to Aquarian and did not leave until the manager spoke to me. I demanded a refund for the pool opening. He claims it was done. He had no proof the work was completed. They may have setup the filter and the pump, but the filter did not contain DE power, the pump was not even plugged in, and the pool had no chemicals placed in it. I just left before I lost my cool even more than I had. It still doesn't end here. The final part of the contract was a winter cover. I was told they only carry winter covers toward the end of summer and I should return end of August/early September to pick it up. I did as they instructed. But guess what? Even though they are the experts, and even though they were told the dimensions of the pool, they order the wrong winter cover and then want me to pay the difference. Let's say that didn't happen. They did concede this was their error and they covered the additional costs. Needless to say I have not used Aquarian since. The only reason they did not receive an F is because the assistant manager was excellent. When I went in she handled all my problems. As far as the service team and Manager, they should all be fired.

I was not very impressed about the work. They were supposed to open up my swimming pool, and although I had called them, there were a lot of unexpected charges. I would not use them in the future.

I laid out a very detailed schedule which allowed Aquarian and the landscapers work out their individual pieces. Aquarian started late and once they started,I learned that there were several jobs queued up and ours would have to wait a few weeks. That was not communicated at the time of sale. The biggest problem was with the quality of the cement work. The quality was so bad that they had to jack-hammer out a large section of cement due to a 1 inch variation in the height of a step from left to right. It was a huge battle to get them to replace that slab. They felt that the steps were fine. I assured them the building inspector would disagree and that the steps would never pass inspection. The first spring after the pool was installed, a large section of the pool deck heaved and raised about 1/2". Aquarian said it was a drainage problem caused by the landscaper. In my opinion it was caused by poor preparation before pouring the cement and the pool deck settled on one end causing the other end to lift. When I tried to resolve this with Aquarian, they said they would re-pour the pad at my expense. When I asked for a different concrete contractor, they told me they would not be able to satisfy me so I should go somewhere else to solve the problem. Now, not quite 2 years after install we have numerous cracks in our pool deck. It is quite a mess. I realize that most cement companies will tell you that cracks are an inherent part of cement work. I realize that. But, our pool deck has enough cracks at this point that we are saving up to replace all of the concrete. An interesting note, we had another company install a new cement driveway just after the pool was finished. There is not one crack in the driveway 2 years later. The people at Aquarian were nice enough. I have nothing personal against them. Mike the owner and Jim the salesman were nice to work with. Their concrete team was the root problem. They did an awful job. I would never recommend Aquarian to anyone. This is our 2nd pool construction, so we are not new to this process. In hind sight we should have gone back to the original company that installed our previous pool. Live and learn. One last note, on our previous pool, there was not a single crack in the pool deck 5 years after the installation when we sold that house.

The maintenance guy was very good. Initially it took them a long time to respond, to my call but once he arrived he was very good.

I picked up the new hot tub cover. When I got home and unboxed it, I noticed that this hot tub cover was significantly lighter that the original Bullfrog cover. I then discovered that this was NOT a Bullfrog brand, but another vendor. I called the store - they said "you order a covered for your Bullfrog hot tub, and we used a different supplier than Bullfrog. They said these are excellent covers and will work as expected." After 11 months of service, that cover is now in the garbage. I was able to order a new one from an online vendor - almost half the price and much heavier construction. I do not know anything about hot tubs, and only assumed that seller of the hot tub would provide a cover replacement of the same brand and quality. I learned a very expensive lesson here.

Aquarian Pools also installed our pool 9 years ago. We were so happy with their customer service that we have only used their pool opening and closing services since. They also provide vacation services if you plan to be gone extended periods, they will come out and keep your pool balanced with chemicals and backwash the filters for you. We are currently working with them to buy a spa to incorporate in our backyard remodeling. All contacts with Aquarian Pools have been professional and I would highly recommend them for pool installation and servicing.

Fast forward to the windstorm 2 weeks later. When my husband and I examined our damage, we noticed that not only did the pool cover come unsecured on one entire side, the cover was ripped at the seams in 3 places. I called Aquarian on Wed, 9/17 and told the receptionist of the cover damage and the need for the pool to be re-closed I asked her to have a service manager call me back to tell me if I would be charged again because the ties had come undone and to discuss the damage to the pool cover. She said sure and hung up. On Tues. 9/23, I still had not heard back from them and I called them back. The gentleman answering the phone apologized for the delay and said that he would follow-up with the service dept. I then received a call back saying that I was "on the service list" and I would be called the evening before they came to let me know they were coming. On Fri. morning, Sept 26 at 7:50 A.M., I was awoken by a call from an Aquarian serviceman stating they would be in my area and would be out to perform the service. When I asked about a)the cost and b)the pool cover the service man said to me rather incredulously, "you expect us to be responsible for an act of God?" I then explained that no, I did not expect that at all but that the ties were not tight enough and the pool cover was damaged. I then learned that there was no pool cover that had a 30-yr warranty and that at best I had a 10 or 12-yr warranty. The fellow on the phone had a decidely rude tone to his voice which I explained bluntly that I did not appreciate and would not tolerate. I stated that I was at least owed an answer to my questions that I had asked 1 week prior. After ending the call, I received a voicemail back about 2 hours later stating that my cover had only a 10 year warranty, but that the damage to it was not covered. I was told to contact my insurer for compensation. Also there would be no price break on the re-closing. I called the Aquarian office and asked to speak to a manager. The manager while apologizing for what had happened and the lack of customer service up until that point said there really was nothing they could do. When I asked him to send me a copy of the pool cover warranty, which the pool closers did not leave behind, he said he would only if I took pictures of the damaged and e-mailed it to him. I asked him what one had to do with the other. I was owed the warranty info regardless. I don't think this will be resolved so we will re-close it ourselves!

They delivered when they said they would. Four guys worked hard to get it placed exactly in our deck ''cut out''. They left the wrong cover size. They came back the next day and delivered the right cover. They did not leave a key or screws for the cover.