Acqua Pools, Inc.

Acqua Pools installed my vinyl lined swimming pool in 1979 and I have been a loyal customer of their services ever since. They have done the openings and closings, and handled all repairs and upgrades including replacing the liner twice, the heater and pool cover at least twice, and the Polaris vacuum several times. Up until recently everything has been fine and they had been very responsive. However, in recent years I have had a myriad of issues. 1. A couple of years ago the chlorine generator (which they had installed) evidently failed and kept indicating that the salt level was low. The kept adding salt and it became like the Dead Sea, until they finally concluded that it was an issue with the cell. In addition to having to replace the chlorinator, I had to replace almost 1/3 of the water to get things back in equilibrium. 2. Over the years I have been through several pool vacs. The most recent Polaris which I had purchased from them several years ago was not functioning and they said that they no longer repair that model and I would have to purchase a new one for about $1,000. I found a rebuild kit on Amazon for about $150 and in less than ½ hour had it working like new. 3. Several years ago I contracted with Acqua to provide maintenance every other week, but rarely saw a person even though I was charged. I asked them to have the person leave a note that they had been here and what they had done. I even created and sent them a suggested door hanger for them to use with their clients, but that never happened. I ultimately cancelled the service because I suspected that sometimes nobody actually provided the service for which they were charging me. 4. When they opened the pool this year it was green. It turns out that this resulted for their failure to treat it with shock the prior month as had been scheduled with them. As a result they would be unable to vacuum it for a couple more days until it cleared. When that was complete, I called them to perform the vacuum which had been scheduled for a week early and they advised me they were backed up and couldn’t do it for another week. I contacted and implored the 1st generation person I had dealt with for 40+ years and he arranged for the pool to be vacuumed. 5. This year I paid them $7,500 to install a new automation system but the system did not provide close to the GPM they programmed. They said it was likely due to the filter being dirty, so I paid them $230 to clean it. The water volume did not improve and I also noticed a puddle of water at the base of the new pump. 6. Then I noticed the pool was not getting warm and found that the gas heater, which had been working before they installed the automation system, was not working. I called for them to repair it and they advised me that it was beyond repair and charged me $4.900 to install a new one. 7. After the new gas heater was installed, I noticed that when the solar pool heater was active, the pump motor would continue to run but no water was going into the pool. I assumed this was either an error in their plumbing of the new gas heater or a programming issue. 8. I contacted them about both the solar pool issue and the leak at the pump however they did not respond to my email nor return my voice mail message. I emailed and asked if their failure to respond meant that, after over 40 years, they no longer wanted me as a customer. They finally emailed back and said that was the case. Apparently, they had come without my knowing it and repaired both of the issues. I don’t know what has changed to cause this deterioration in service; perhaps the next family generation taking over, over expansion, or an inability to hire staff, but this is no way to treat someone who had been a loyal customer, who had just paid them $13,700, because they did not like hearing about the issues with their service.

Quoted $400 to close pool. Our Amex card was charged for $800 without anything being said. Acqua said extra charge was to put buckles and springs on safety cover. They did that the previous year and only charged $400. NOTHING was said. Bill said crew spent hour and a half putting them on. In the past my son and I put them on in half an hour. Bill said had to tension them properly - the straps are thick and show clearly where the buckles were previously. Terrible customer service! Same thing happened earlier with replacing pool light - extra work was done without talking to us and our Amex charged higher cost. Do not give them your credit card number!

My experience was good. I had a very little communication with them. They did what they were supposed to do. Price was good. Price was fair.

unknown

I had them come out in April of 2013 to measure the pool and picked out the lining. The lining was to be ordered at that time. I call them a month later to find out if the liner had come in yet. It took another call to find out the liner was not in yet. Another 2 weeks later in June they installed the liner, put the new heater in and installed the salt water system. They did arrive on time. Two weeks later we notice the pool losing water. I called them it took them 2 day to come out and put tape on the liner to check for water loss. They came back the next to confirm that the liner was leaking. Less than two weeks later they came back and replaced the liner at no charge. It is now mid July and finally we had a pool that had no problems. Until algae started to grow in the pool. They never sent anyone out to tell us how to use the salt system. Again, I had to call several times before someone would call me back. Mid August finally, someone came out to show us how to use the system. They had to come out again before the end of the summer because the liner was detaching from the pool. In the summer of 2014, they had to come twice again due to the liner pulling away from the pool.

Excellent
The team was extremely professional.
The installers measured and remeasured the dimensions of the pool and worked directly with the liner manufacturer to ensure a precise fit.
The liner fits like a glove and in fact only three small locations needed to be reset on the liner rail and the team took care of them in 2015 for no charge.
The vermiculite base is firm and smooth.

Acqua Pools did a great job. They came when they said they would and did an excellent job installing our new pool liner and ensuring any areas around the pool that needing to be fixed was fixed properly. I was very happy with their service.

Acqua Pool closed my pool last year. I hired them based on the A recommendation on this website. I called them this year to open my pool. They told me that they will charge me three charges based on service. 400 to Open the pool, 200 to clean it and 125 to back wash the flyer. first of all, who does that, charge 125 for such a simple process. Anyhow, I told them to open the pool and i was going to use my machine to clean it.
I was totally shocked when I came home! the pool was full of Mud and paper!!!!!!! I called them and told them that this is their fault since they both opened and closed the pool. I had a business trip so I didn't have time to keep on arg, so I told them to come vacuum the pool as I wanted to get this done with. They charged me 225 (with tax) and left the pool half cleaned!!!! they even had the guts to call me saying if I would like it they can come finish the job for an additional 150!!!!!!!!!!!
I tried all weekend to wash it but it is too filthy. When I called them and asked for a supervisor, I got a person who totally has no courtesy, cut me short and told me do you see the deep end of the pool! I said no, and he was shocked, then he said ok I will send someone to look at it and hung up!!! Guess what, I came home and I don't see anything done. I'm done with them and will never use them again. I am disputing the credit card charge, something i rarely do!
Overall, horrible customer service, bad service, and only after your money.
DO NOT USE THEM, the yard horrible

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they were flexible and changed my pool opening to a week earlier. the receptionist is very nice and friendly but not knowledgable. I asked a few questions and she had to keep putting me on hold to ask someone else. not sure why they just don't train her or have someone else answer the phones.all the answers I received where wrong anyway. the pool opening was supposed to be $360.00 when they got to my house we were there int he backyard with them. they did all the services. did not explain anything, and handed us a bill for $550. they added chemicals we already had and installed services that we did not ask for. i sensed an attitude of them doing anything they wanted and just charging us for it. they might get used to it servicesing the more affluent neighborhoods, but $500 is not small change to me.
i would have dealt with it if someone had just explained to me that we needed something else done, but no one bothered.
I then called acua pools and asked for a manager. got attitue right off, that they are very busy. and quot;Jimand quot; got on the phone with me and I couldn't believe how he spoke with me. i called my husband right after the conversation and informed him that we will be looking for another company to do our pool openings and closings again.
please note that I am very handy. i do most things myself and my husband comes to me for help. i am not some and quot;little womenand quot; like they guy was trying to imply. i know the system and may not be knowledgable in all the names etc, but know how to work it.

***Update 5/15 I received a call from the other owner Lou. he was very nice to me and explained everything. he acknowledged the fact that someone should have taken the time and walk me through the process and charges and apologized for my experience.
even though i am still not 100% happy with the extra charges, I know the service they performed was necessary. i also appreciate him calling me just to speak with me because he knew I didn't have a good experience. Just for that I increased their rating.

I recently came to own a home with a run-down indoor pool and it has been pretty tricky to learn the ins and outs of maintaining a pool as a homeowner. Acqua Pools has helped me restore my old pool into a lovely presentable one.
I switched from another pool company to Acqua a year ago and I am extremely satisfied with them.
They replaced our pool water heater for $1500 less than the other quote I received. They did an extremely quick, thorough and clean job. They answered all my questions in full and really seem to know their stuff. They recently replaced the filter and I did not bother pricing it out to competitors because I trust this company to give me good value and to be responsive to any service needs I have with my pool.
Acqua replies to all my phone calls promptly and shows up on time. They came by a few times when I had a problem and because it was a quick fix they did not even charge me for a service call.
Most recently they checked the chemicals and the service guy told me my hose was putting too much metallic water which caused discoloration on the white fiberglass of the hot tub. I was never able to remove it no matter how many and quot;metal removaland quot; products I used. The previous pool company I worked with charged me $150.00 to put in metal removal cleaner and scrub the sides of the spa. Acqua Pools simply poured a substance on it that instantly dissolved the buildup and did not charge anything. Then he provided me (at cost) a special attachment to put over the pool and filter out the metals.
When the service man noticed that I am still confused about all the machinery in the mechanical room he took out a labeler and printed out labels that he stuck on every valve in the mechanical box in order to make it simple to see. He then followed up with a detailed instruction e-mail for me to hang up in the pool room.
Lastly, he sent me a list of different pool vacuums I can purchase so that I don't have to call them each time the pool needs cleaning.
I really appreciate working with people who help me save money when possible and don't push unecessary services I can perform myself. Acqua Pools goes is a pleasure to work with.

They are good-natured people. It is a positive experience working with them. They weren't like crazy; I have been inhaling chlorine all day, kind of pool people. They have good customer service. They are good with follow up. If we have emergencies they get back to us right away. We would use their services again in the future.

THEY ARE AVERAGE. THEIR PRICES ARE ABOUT AVERAGE. THEY DON'T DO ANYTHING EXTRA OR EXTREMELY IMPRESSIVE. THEY DO CLEAN UP AFTER THEY ARE FINISHED.

THIS COMPANY WAS VERY GOOD. I RECOMMENDED THEM TO ALL OF MY FRIENDS. THE PRICE WAS OKAY BUT THEY WERE NOT WILLING TO NEGOTIATE THE PRICE AT ALL. THEY DID VERY GOOD WORK THOUGH.

THIS COMPANY IS REALLY GOOD AT WHAT THEY DO. THERE REALLY ISN'T MUCH I CAN SAY BECAUSE WE HAVEN'T HAD ANY PROBLEMS WITH THEM SO FAR. THEY CHARGE US MONTHLY FOR THEIR SERVICES and THEY SHOW UP WHEN THEY ARE SUPPOSED TO, SO I CAN'T COMPLAIN.

THEY DID A FAIRLY GOOD JOB. THEY CRUSHED A PIPE and PULLED OUT SOME ELECTRIC WIRES, BUT THEY ALWAYS REPAIRED WHAT THEY HAD RUINED. ALL IN ALL, THEY DID A GOOD JOB and I AM PLEASED.