The Aqua Squad

Thanks to the whole team at Aqua squad, you have all been patient and have made what could have been an extremely stressful undertaking completely pain-free. Your professionalism and commitment to customer service are very evident.

I must compliment them on the job. First, they were the only company that even bothered to call me back, and I called several. Second, they showed up as scheduled for the first visit. Assessed the issue, corrected a portion with the proviso that they would obtain a new pump for replacement. Third, scheduled the second visit, again, showed up as scheduled and completed the work. And finally, the invoice was below, quite a bit below frankly to what I had prepared for. I hope I won't need their services any time soon, but they will be the only company that I will engage in the future and you can be assured that I will recommend Aqua Squad to any of my friends.

I highly recommend Aqua Squad for the overall excellent service I received for all my pool care this summer. This was my first season using them and I will continue to be a customer. Service was always punctual and professional. Very knowledgeable folks; for example I'd been fighting persistent algae for 2 seasons; a simple change to a superior quality chlorine tablet after partial water drain/refill solved that. Communication via email was always prompt. Ordered a replacement for my old cover - perfect fit at a reasonable price.

This will be my third year with aqua squad and they are the best I’ve ever employed. Had five pool companies in three years before them. My pool is very large. They come every week and CLEAN the pool, not just move water around. They also are knowledge about the equipment and pumps. I just signed up for another season. Highly recommend this company. Thanks.

Great, very responsive

Very well. The guys did a great job; Olga was very efficient in scheduling and payment processing.

Excellent. Easily scheduled opening and closing. Biweekly/weekly maintenance was good price to value. Definitely will use Aqua Squad in 2018.

Excellent!!!!. Aqua Squad provides outstanding service!!! Best thing we ever did!! Now we are able to enjoy the pool instead of constantly working on it ourselves, cleaning and trying to balance chemicals. Aqua Squad extremely knowledgeable and dependable, and answered all questions. Appreciate all this business has done for us!!!!

The Aqua Squad is a terrific company that gives me top notch, dependable service. They always reply right away to questions or requests and always get the job done perfectly. My pool has never looked better !

They did a great job! Looked great afterwards. Highly recommend.

I highly, highly recommend Aqua Squad for any of your pool or hot tub needs. We have used several different pool maintenance companies in the past and I can honestly say that Aqua Squad has exceeded the performance of all the others at a very reasonable price. We have an older hot tub which needs frequent repair and they are always very quick to resolve the issues as they pop up. They also do an excellent job keeping our pool looking clean and inviting. Give them a call! You won't be disappointed!

The technician was extremely professional, punctual and efficient. 

I highly
recommend Aqua Squad to anyone owning a pool. 
I can sum up my opinion in a few sentences.

They are:

1- Very knowledgeable
- I am impressed at their ability to diagnose and solve problems.

2- Reliable
- they show up when they say they will.

3-
Professional - polite and informative.

4- Above
all, they are honest.

 

Dr. S.
West  Hillsborough, NC

Fixed the spa so it would start up and circulate again. The jets are working great!

Over the past recent years we have had a need for hot tub repair and upkeep. We are thankful to have found AquaSquad to meet the sporadic repairs of a hot tub. They set an appointment and keep it, arrive on time and review the issue before proceeding with the repairs. We needed repairs on different issues two different times and both times they were able to identify the a problem in short time. We even sent pictures and and a video so they could save trips by bringing the needed parts on the first site visit. It is extremely refreshing to have a relationship with a company who communicates clearly and has the trained and experienced staff to tackle the service needed.

Just to be clear-I dislike negative reviews. I think they are sometimes suspect due to bad blood between competitors, etc. 
But this one is real...really real.

We have cycled through several hot tub repair guys and companies over the last 21 years. They seem to disappear without a trace. So I was delighted to find The Aqua Squad who showed up on time and seemed knowledgable about water chemistry as well as the inner workings of the tubs - we have two hot tubs, both Hot Springs.

It went OK until I needed a new cover lifter. The service guy said he could get one in and install it==we wouldn't even need to be home. Great.

Got home and saw that the lifter had been installed. Great. It looked different from the old ones but I thought maybe it was an improved, newer model.

My assistant handles the weekly chemical balancing and had no trouble flipping the cover back on itself - in half, if you will. But today she lifted it all the way to expose the entire tub so she could clean it more easily. But when she flipped the front half down to close it, it was crooked and stayed that way. One of the bars had bent and the plastic looked like it had cracked. I told her to call the company to find out what to do about it.

The woman who answered the phone was pleasant and tried to be helpful, but there was a man in the background who repeatedly told her that my assistant had done something wrong and that the bar never would have bent unless she forced the cover down (she didn't apply an ounce of pressure - just flipped it down).

Then he insisted, fairly aggressively, that she was supposed to press the red button (what red button? No one told us about a red button! )Remember the lifter was installed while we were gone ... no instruction booklet, no phone call to tell us how to use it (who need an instruction booklet for a cover lifter - it should be sturdy and simple, right?). But he was blaming her for harming the lifter when it literally had been used twice...once open halfway, and today for the first time opened entirely. My assistant has been taking care of these two hot tubs for more than five years...she isn't a novice and is quite good with mechanical issues. She had NOT done anything wrong except close the cover.

I was please that the woman on the phone said the service guy would come by today. He would be in a nearby location anyway. Terrific. We wanted to figure this out.

I had to run an errand and of course, the service guy came by while I was gone. He knocked on the back door and started in on my housekeeper telling her that the entire lifter would have to be replaced and that if we hadn't screwed it up it wouldn't have bent and on and on and on and on...to the point that my housekeeper couldn't even get a word in edgewise.  No "Hello,"  no "I'm sorry this happened" he just started blaming us for not pushing the red button!

 Finally she had to almost yell to stop his tirade and told him that when my assistant had called the guy in the office had been quite rude. He said, "That was ME!" as if he was proud of it!  At that point she told him in no uncertain terms that she wouldn't listen to his attitude any longer and to deal directly with the owner (me). Mercifully he left our property.

When she called me and relayed all this information, I was upset. Two of my employees had been treated rudely by this company? What kind of customer service is this? I own my company and we bend over backwards to provide excellent customer service for ALL our customers (even when they are asking the impossible).

So I called the company again...got the nice phone lady who agreed that we were having problems with communication. I admit I was a bit miffed by the whole mess and probably got a little argumentative with her -- and it wasn't her fault at all. But when I asked her who this service guy was - did he own the company? She said yes it was the OWNER of the company!!!!

At that point, I gave up. If the owner of the company treats customers this poorly, there is no hope for any of its other employees or service techs. An employee can be retrained. But an owner either understands the value of customer service or he/she doesn't. Obviously this one does not. I told her that we were done with them and she still tried to apologize...and I completely appreciate her effort!! So if she reads this, know that she was not the problem.

Maybe this guy was having a bad day or week (it was late Friday afternoon, after all). But nothing NOTHING excuses the kind of treatment he poured out...and then he denied being belligerent or rude!

Even if you think you are right, it has been my training as a business owner to CALM down the situation, not inflame it. And to take responsibility for your behavior even if someone MISTAKENLY believes you are being inappropriate. A conversation works so much better. A calm conversation, an apology from the company and a pledge to get things fixed.

Not an accusing, blaming and arguing.

I am very very very unhappy and still upset for a few reasons.
1. I have wasted $200 on a cheap lifter that broke after TWO USES and will now have to buy another lifter - a better lifter that will surely cost more than that.
2. I have to find another good hot tub service provider
3. I hate writing negative reviews

So if you read all the way to the end of this long complaint, congrats. You really are seeking the truth. Note that I did not give the company an F on all counts. As I say, they did a reasonable job on previous repairs. But today's attitude  by the owner deserves less than an F...if I could give negative stars I would. Trying not to let it ruin my weekend.

I selected them based on reviews here and I was not disappointed. They have been a pleasure to work with from the beginning. Shelby was efficient and professional. 

Aqua Squad has performed several services to our pool and to our great satisfaction have done so quickly, consistently, professionally, and without having to make repeated calls and requests (they actually called me as a reminder). All charges and services are explained in detail before they leave the site so we are kept informed and there are no “surprises”. Jeff even made himself available over the phone to help with an equipment issue I couldn’t figure out. What a difference from our previous experiences. It looks like we have found a home with the team at Aqua Squad. We wish them a long and prosperous future…and especially for as long as we have a pool!

It went excellent--just like it has been since they began servicing our pool and hot tub. The service has been excellent, they are always very helpful and very professional. It has been a wonderful experience to have someone that knows what they are doing and takes care of everything in a timely fashion. It has been a totally "worry free" experience and one we really appreciate. I would recommend this company to anyone who needs a pool service! They are GREAT!

They're easy and flexible with scheduling, and priced reasonably. For the hot tub I ended up doing the repair work myself because it was fairly straightforward, but they were honest and clear about the repairs needed. I will definitely use them going forward for yearly pool maintenance and any larger jobs. I appreciate them taking the time to walk me through some of the aspects of the system that may not be obvious.

.

Quick to respond and replaced part same day.

I was getting ready to give up on this pool- knock it down. In a last ditch effort, I contacted Aqua Squad for a quote to refurbish it. There quote was very reasonable and they seemed very knowledgeable. Shelby came out and looked at the infrastructure and said that the work could be done with no problems. So I decided to go for it. It is now beautiful and I have no regrets. I talked to other pool companies and they were very expensive or just did not want to deal with above ground pools. I am very happy to have found Aqua Squad.

Shelby was the technician who came to fix my hot tub. I can't say enough about Shelby - his professionalism and efficiency were beyond measure!! I would highly recommend this company to anyone - and especially Shelby!! This was under warranty so I didn't have to pay anything either!!!

Recently I needed service for my hot tub.  The dealer that sold me the hot tub
now outsources any repairs to AquaSquad.  AquaSquad contacted me and
I authorized the repair.  I was told it was $149 for the first hour and $99 for
each additional hour.   Since I was 100 miles away at that time from the hot tub
location AquaSquad would provide repair as long as I provided a credit card
number to charge the repairs to. 
 
I found Shelby to be professional, competent and very knowledgeable with
his trade.  He repaired my hot tub to my satisfaction.  I left a hose connected
just in case water would be needed.  What impressed me the most was the
"little things".  Not only did he rolled up the hose to its storage box but also
put on the winter thermal sock on the faucet.  To me that is customer service
 that you do not see any more.   
 
If you need pool or hot tub service at a fair price then don't hesitate to call
AquaSquad.  It is refreshing to see a business that puts the customer first
rather than make the sale solely to increase the bottom line.   You can
reach AquaSquad at 855-349-2782.