Extremely Disappointed -- $8,000 Sauna Disaster & Zero Support I paid nearly $8,000 for a sauna from this company, and it's been one of the worst customer experiences I've ever had. First, the sauna was assembled incorrectly, which caused severe heat damage to my hardwood floor (see photos). There's now a large burn mark where the unit sat something that should never happen if the product was properly installed and safe. Now, just a few months later the sauna doesn't even work. It constantly throws an overheating error despite not being in use or even reaching operating temperature. I've been calling and emailing for weeks--zero meaningful response. No technician has come out, no inspection of the damage, no effort to fix the malfunctioning unit. For the price I paid, this level of service is absolutely unacceptable. If you're considering buying from this company, be warned: you're on your own once they've taken your money. read more

Aqua Quip - Bellevue - Hot Tub & Pool Near Me - Bellevue, Washington

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Avoid the service department. They are overpriced, overwhelmed and do not know how to repair hot tubs. It took 6 weeks, two no shows, limited communication, $373, and my hot tub (bought at Aquaquip) still shows the same error code we started with. I called Eastside Hot Tubs. 4 days later the issues was fixed for less money. No one at Aquaquip has called me to discuss the issue. I am disputing the charges. Save yourself time and money. Do not call Aquaquip for services!!! read more

UPDATE: As of December 2022, after spending at least $38,790.29 with them since March 2018 (though that includes a hew heater and new Jacuzzi) I am no longer using AquaQuip. Also attaching a typical bill involving ~20 minutes per visit of work (per security camera footage) for long days, and a few minutes of work on more common maintenance visits. I only stayed with them this long out of a misplaced sense of loyalty to a local business. I do wish them well in the future. read more

Aqua Quip - Bellevue - ~20 minutes per visit of work (per security camera footage) for long days, and a few minutes of work on more common maintenance visits - Hot Tub & Pool Near Me - Bellevue, Washington

We were sold a fireplace that didn't work correctly and had to chase them down to get it fixed, which required 4 separate visits. When we asked for a partial refund due to lack of customer service and inability to fix in a timely manner, two separate team members said they would ask on our behalf and then never followed up. One of them becoming incredibly hostile and unprofessional even. Demanding to know why we were even asking for money back even though they had been included on the majority of the emails and had been a big contributor to the communication breakdowns. Run from this company. We completely regret this expensive and stressful purchase. **update: the fireplace stopped working AGAIN ** read more

Wow! After coming here for about 10 years and every single visit previously being happy and positive, I just had a very strange encounter last night 1/2/23. It was near closing time, and I called ahead to find out if they would be able to test the water. I said it was no problem if it was too late. They had me come in when I entered I asked if it was ok still? and he said "yes, but you have to buy some thing." I was a bit taken back with the aggressive tone and zero smile or laugh. I tried to laugh it off and I said "OK I'll buy more of the seasonings that I just love and buy a lot of." He said "or you could buy chemicals." seemed quite specific, and he also seemed irritated, and I tried to keep a happy conversation. I had never experienced this with any of the previous employees. They were always so nice so I try to just let it go as a bad day. However, When I went to leave, I wanted to confirm if it would still help to buy something, and he said "it's just that I've looked at your records and you haven't bought any for a long time so you must be getting them from somewhere else but using our free testing services". I was confused since I've bought online multiple times, and even had them come out to service a the hot tub at my house. I felt shamed but for no reason. I proceeded to try to figure out what exactly happened and the only thing I can think of is maybe an old phone number or different last name was in the files. When I stated that there must've been a confusion he just said oh don't worry I'm just "giving you shit". All of the sudden I felt a lot like a number and judged for what my purchases were. I didn't really feel like any of that really needed to be said. If they want to charge for the services, then they should or have a requirement stated. I don't know if this is company policy or just one irritated employee. This was a company that I fully trusted and I felt like I could originally go to them with any problems and also have recommended them to a lot of friends who bought or buying hot tubs. SMH ‍ read more

Unfortunately I have to take it all back. Aqua Quip has absolutely terrible service. We've been trying to get our broken hot tub repaired (plenty of warranty left) and they just ignore us. Worst are the endless lies of "we'll call you back tomorrow etc." - they never do. So now we have an expensive hot tub that's been broken for almost a month and AQ keeps blowing us of. To all prospective buyers: spend your money somewhere else - AQ is terrible!! read more

Aqua Quip - Bellevue - Decent setup of floor models, staff showed the features, no pressure tactics - Hot Tub & Pool Near Me - Bellevue, Washington

We hired them for regular maintenance of our hot tub. We were getting the sense that they weren't actually doing their job because we were not seeing them on our cameras and we were adding chemicals because it smelled funny. But their customer service said they could see their truck location at our house. One day I came home and saw their truck sitting out front of the house. They said they were all done and about to leave. I asked if they had been able to get the filter off because I was trying to with all my might and could not. The threading was off and it was stuck. They had no idea what I was talking about. Here, they never even touched the hot tub. They had lied about servicing it. Then it all started to make sense. They were just pulling up in front of the house and sitting in the truck and not servicing the hot tub. Do not recommend. read more

Knowing we wanted to a hot tub, and recognizing ordering one could take months, we visited the Bellevue location of Aqua Quip in late March. Our hunch was confirmed, when we were told it could take 12 or more months to get a hot tub; however, they had several Jacuzzi hot tubs on order, which we could purchase. We were thrilled when one of these hot tubs matched what we wanted to purchase. Fast forward to early July. We were having a new deck built with composite boards. Prior to the railing being added, we requested that the hot tub be delivered. Three men showed up, and I asked them how they were going to lift the 500-pound hot tub onto the deck, around 5 feet off the ground. One man showed me his muscles, saying he was the "crane." Fifteen minutes after they arrived, they left, the hot tub in place, along with deep gouges across our new deck, which had been completed the day before. They basically, got the edge of the hot tub onto the deck, and slid it across the deck, "scrapping" it into place. You can imagine our outrage, but the best was yet to come. We carefully read the manual to find the drain hose, which was supposed to be wire tied to a pipe on the right-hand side of the tub. We removed the prescribed panel, stuck our head inside and absolutely couldn't find the hose, and definitely didn't want to inadvertently cut the wrong hose. We called Aqua Quip, which told us to look around. We consulted the Internet. We looked in the manual. We looked at the paperwork that came with the hot tub, and absolutely couldn't find the hose. We called Aqua Quip back, and they reluctantly agreed to send a technician three-weeks after we received the hot tub. As an alternative, they could have contacted Jacuzzi, and asked them where the drain hose was located, but they didn't. The day finally arrived, and the technician had to remove additional panels to finally locate the hose. Success, we were ready to fill the tub. The next day, standing beneath the deck, we noticed a large wet spot beneath the hot tub. It was leaking. We placed a small trashcan underneath the deck, which filled up with a few hours. We immediately called Aqua Quip, but with it being a Saturday, their attitude was "whoop-de-do. Not only were they not interested in seeing the photos we'd taken of the hot tub but said they couldn't deal with it until Monday. Meanwhile, water was dripping under the deck, soaking the wooden support beams and the wood around the base of the hot tube. Monday came. It'd now been over a month since we'd received the hot tub. Because we were on Whidbey Island, they were reluctant to send out a technician. Hello? The hot tub started leaking the day we filled it. Surely, it must still be under warranty! A week and a half later, a technician arrived, removed all the panels, and discovered one of the lights at the bottom of the hot tub was leaking. Not having a spare light in his truck, he swapped out the lights, placing the defective light at the top of the tub, and the hopefully, good one at the bottom. He commented that they often leak, which would have led one to believe that he'd have a spare one (or two) in his truck. To accomplish this repair, we had to drain the 400-gallon hot tub, which wouldn't have been an issue except we have well water. Everyone in the neighborhood is careful to conserve water and has a set allotment of water. The only option was to drain the water and swap out the lights since it probably would have taken weeks to order a new light and wait for the technician to return. The technician then wanted to leave, saying he had another appointment. He was hoping my husband could put the hot tub back together. "No." We didn't want to be responsible for putting it back together and possibly making a mistake, which could impact the warranty. As it was, the technician left one screw halfway out because he dropped one of the screws, and the replacement screw didn't fit, so he attempted to screwed it in. In retrospect, I wish we'd purchased a hot tub from Northwest Hot Springs, which is an hour from our house, and has helped us push through the challenge of getting the chemicals right--given we have well water--and providing sage advice on how to maintain our hot tub. read more

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Have to wait two months for a service call. Unacceptable. Will find a new service company once past warranty.

We have a hydro pool that we love, but so far we've had nothing but trouble getting any help with with services from spa valet through aqua-quip. First, when they installed our covana they did so backwards. We were told someone would be out to fix it within a week...that was over a year ago. Then, we called to have a new sealant installed. When they finally came to do so, this is what we have a week later (first time opening up the top)! I'm not sure why the servicing is so awful but buyer beware! read more

Aqua Quip - Bellevue - Sealant is worse with the new install than old! - Hot Tub & Pool Near Me - Bellevue, Washington

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The staff at the Bellevue Aqua Quip fantastic! I've learned so much from them in the past ten years. I've forgotten the names of some of the employees in the past, but Andre was extremely helpful in explaining issues about the pool and helping me to buy the correct chemicals. John Schaedler has been a superstar through the years. He's gone above and beyond the call of duty on many occasions to help me resolve pool issues. Several times, he's come out to our pool to give advice and fix problems. I would not have been able to keep the pool in good shape without the wonderful assistance from Aqua Quip. Blair read more

So impressed with the Bellevue Aqua Quip store. Staff is so personal and helpful! They've helped me keep my Swim Spa clean and running efficiently!! Thank you!! read more

Kevin Thomas was our sales person. He was very helpful in helping our family pick the perfect hot tub. He was very knowledgeable and able to answer any of our questions regarding the product, Overall, I love our new Jacuzzi hot tub. read more

I called in and they answered the phone and my questions professionally. I drove in to the store where I also received the same professionals treatment, answering all my questions and checking with others when necessary. I received good pricing, made my purchase and have had an excellent experience! I would recommend! read more

Aqua Quip - Bellevue - Easy access and parking, great service - Hot Tub & Pool Near Me - Bellevue, Washington

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Purchased my spa from this store last year. I worked with Jake Jewell all through the purchase process. I was really impressed with his knowledge about spas, professionalism and customer focused attitude. Since my initial purchase of the spa, I have purchased various chemicals and other accessories to maintain my spa. Jake has consistently been there to take care of all that. I highly recommend seeking him out if you need to purchase anything at Aqua Quip store in Bellevue. read more

I walked in to Aqua Quip needing supplies for my hot tub water change. Jake helped me assisted by another sales person to direct me to one of the products I needed. As we were talking Jake was able to recognize my self-prompt for my tri-annual service and recommended a discounted auto ship option AND applied it to my in store purchase (today) saving me about $40.00... can't beat that kind of service and attention to detail. These guys will evaluate water samples and generate a report on exactly what and how to apply a remedy (if needed). Always ready to apply expertise to any (buying) or (maintenance) scenario. read more

I bought a Jacuzzi hot tub from this location after moving into my new home. We were anxious to get the tub and unfortunately due to Covid-19, the tub arrived well after the promise date but that's due to production issues because of Covid, not their fault. I've now had the tub for a couple months. In the interest of being completely transparent I have to admit that the spa has been a bit more difficult to maintain than anticipated. We have had issues with cloudy water and "gunk" build up (for lack of a better term) but I'm attributing this mostly to this being my first hot tub and learning about correct pH levels and the way that body lotions and oils can cause that build up. The tub itself is great so far. We love the colored lighting, the jet pressure is great and we love the SmartTub app that allows us to change all the setting from our phones. The one problem we have had is with the lift for the cover and it's entirety user-related issues. We have our tub in a temporary location until our deck is remodeled and access to the lift isn't ideal and the cover is heavy (we have a large tub). The tub is in a dark location and one evening my teenage daughter and her friends went out to use the tub. It was raining, again not in an ideal location, and somehow they bent the lift bar when either uncovering or recovering the tub. I called their repair line and was told that I would need an entirely new lift, which all in would be over $600. I ordered the part and was told that they would not be able to come out for likely two weeks due to the holidays. Since the lift was broken and we couldn't get the cover off we'd be unable to use our tub so I called the store for advice. I happened to get my sales person who is also the manager, Jeff Brooks. I explained what had happened. Jeff asked if we could FaceTime so that he could see the bent lift. After seeing it he told me that he had the part in the store and could come out the next day and do the repair himself! Jeff had been communicative and helpful during the entire purchasing process and then keeping us updated on delivery status, but the customer service that Jeff provided this morning, before we were even out of bed, was over the top outstanding! He texted me yesterday and told me that I would be soaking in my tub with my cup of coffee in hand by 9 AM and he delivered! I could not be more grateful. Highly recommend AQ Bellevue! Thank you, Jeff - you're our hero! read more

After 6 months I am adjusting to my hot tub. I don't believe it is as trouble free to operate as indicated. Hopefully with time we can get along. The crew at both the Bellevue and Redmond stores have done what they could to keep me happy. Very polite and informative. read more

Less than impressed. Purchased a hot tub in March and provided a long lead time, especially given the tub was in stock, with delivery in late May. During the sale, Jake assured us that he would have us in the tub enjoying it the evening it was delivered. The night before delivery, we were informed that they still didn't have the replacement panel for the one that was damaged in store (replacement of this was part of the deal). So we'd be getting a damaged tub. It was also then that they shared with us that our plan for where and how tub was to be installed (which we discussed at time of sale) would be less than optimal for our tub. We moved forward with the plans, as we were re-designing our yard and building a deck to fit next to the tub. When the actual tub arrived, it was absolutely filthy inside & the delivery team scratched the inside edges of the tub on the meter on the side of the house. They said Jake could bring some goof-off to come buff out the scrapes. When we went to confirm the electrician would be arriving the same day the tub was delivered, as told all along, (including the night before delivery!), nope. He had no availability. Not until the next day, so I had to rearrange my work schedule to accommodate their mistake. When I called to pay the remaining balance on the hot tub day of delivery, the store manager wanted to confirm with me we received the smart top (custom made and ordered back in March - promised plenty of time to deliver with tub), I let him know the invoice presented to me even stated they didn't have it and were providing us a "loaner" cover. Cool. I have young kids I want to keep a locking cover on the hot tub, so they are safe. Disappointed again, and now placed in a dangerous position. And that setup, helping us get started with chemicals, the filter and understanding what we need to know about our hot tub? Forget it. They shoved a bag of chemicals at us & it was "good luck!" The electrician will clean out and reposition your tub when he comes. They have no qualms about taking large sums of money, but unacceptably short on service, with zero solutions for their mistakes. To say I am incredibly disheartened and disappointed and regretting this purchase is an understatement. I would highly recommend visiting a store that walks the walk and truly cares about the customer. I now have significant trust issues and am not sure I feel comfortable moving forward with giving them any further business for chemicals or water testing. read more

The staff at Aqua Quip Bellevue have been amazingly accommodating! From purchase in June through delivery (x2) and installation they have made a situation that could have been very problematic into a MORE than satisfying solution! I LOVE my hot tub!! They ensured that I was completely satisfied every step of the way, continually going above and beyond. I cannot recommend them highly enough - wouldn't go anywhere else for my hot tub needs! Thank you to manager Jeff Henderson and employees Kevin and Luke! read more

I would not say my Aqua Quip experience has been perfect...nothing during covid and the supply chain/staffing issues that went with it was perfect. But WOW is all I can say. They handled everything with amazing customer service. I worked with Jeff Brooks and I can not say enough good things about him. He was amazing every step of the way. Helping me pick the best hot tub for our family, helping with installation issues with urgency/perfection and personally coming out to our home to fix an issue that was keeping our hot tub out of service when the service department couldn't get here for a month. Understanding staffing issues right now, all I did was ask him (as my salesperson) if I should be concerned about having the hot tub sit 'unplugged' for a month...and the next thing I knew he was personally at my house fixing the issue - the next day. That is customer service! I can't recommend Aqua Quip and Jeff enough. read more

I would not go to this store if you need help with a new fireplace. It was like pulling teeth to get them to come to our house to do measurements. One of the appts we had with them they didn't show up. Since this was so difficult we couldn't imagine the actual process of ordering a fireplace from them and waiting for it to come in and then be installed by them. We chose to go somewhere else. read more

I went to Aqua Quip to get products for my hot tub that hasn't been used in a few years. Kevin Thomas was the customer service assistant who helped me with all items needed. He was great at communication, friendly and extremely helpful. I truly appreciated all his help! read more

Astonishingly poor customer service. I ordered a $10k hot tub and paid for half up front. For 7 weeks I've been trying to get an answer about how the electrical should be run, and I can not get a response. I've called. I've gone into the store, and I've gotten no response. I would not except the service I've received from a convince store clerk let alone someone from whom I'm makiNg a $10k purchase. Shameful. I am currently in the process of getting a refund. I was a 12 year aquaquip customer but will be buying this new tub from someone else. read more

These people are bastards. We let the pool run out of chlorine(completely our fault) so the pool went green. We took it in and they said we needed to buy $300 worth of chemicals which we did. After getting the pool in good shape we went back to say how is the new water looking. They said we needed another $400 worth of chemicals and this was only a week and a half later. When we said "this is rediculous" they mentioned they would be happy to come out for $160 for the first 30 minutes. We said no let me talk to your manager we just spent a ton of money and they said there is nothing they can do; this is their process. So we called another company(Mottley) and the guy was AMAZING! Came out next day, said everything looking good we just needed to get the ph up a bit, and said it would be less than $20. Never again. Big corporate company that only cares about the quick dollar. Well, you have lost my business. read more

Can't believe I'm the only Yelper with a hottub, but no category and subcategory lising them, so here we go under Local Services/Appliances & Repair. When I bought a house with a hot tub a couple years ago, I was thinking "oh yeah--break out the bubbly to enjoy in the bubbly." Then my wife enlightened me. "It needs chemicals, honey." Huh, you mean the kids occasional squirt of pee won't kill all the baddies? Ooops. And thus my understanding of "Spa maintenance began." Seems you need a degree in Chemistry to own one of these things. Gotta know PH balances, and all kinds of stuff the names of which I haven't bothered to waste brain cells memorizing. Which too me to Aqua Quip, where "The Best Things in Life are Right in Your Own Backyard." Yes, the also sell patio furniture, and fire pits. And their real nice. And don't try to sell you anything you don't need. And can tell you how to fix things yourself without sending someone out at $100+ a service call. I walked out the 1st visit only about $25 in the whole. No where's that bubbly? read more

Jerrod Dean was a great sales associate. Very helpful for our hot tub needs. The new South Bellevue, WA is great. I highly recommend them!

First time into this store as I was looking for chemicals for my Dolphin Spa. i had done some research online to familiarize myself with the process of draining, cleaning and chemical setup, once my spa was refilled with water; As i have never attempted the process of being Spa Maintenance Guy. I found myself being helped by salesman Bill G. who asked what my needs were for the visit. I informed him I needed chemicals for my Dolphins Spa as I was going to perform the spa cleaning, the changing of the water and the adding chemicals myself , in lieu of , paying someone else to perform such a remedial task. I informed Bill this was my first attempt for this task, Then I asked if he had a chemical kit available to assist in the process. He asked what type of spa I owned, I told him Dolphin Spa. He then looked at me and said " I have never heard of that brand, Hmmm... I informed him info about Dolphin Spas was on the internet, but I couldn't fine the formula for the correct amount of chemicals needed after refilling the spa with fresh cold water. He then tried to find the Dolphin Spa website, but within two minutes Bill became frustrated then grumbled " I can't find the site. We then walked over the the wall of chemicals when Bill stated I would need this chemical and that chemical for clarity, this Ph plus , that Ph minus--- then asked If I wanted Bromine or Chlorine , then asked if I had a water softener at home or do i get my water from a well. Good lord, before I knew It -I was looking at Seven plastic bottles of liquids and powders totaling over $100...Really?? Bottom-line--- i walked out of the store not purchasing any products, but with determination to simplify a process which Bill G couldn't---- Become a Successful First Time Spa Maintenance Guy! Twenty minutes of reading information from the Dolphin Spa website ( the one Seasoned Spa Guy Bill G.) couldn't find and I was tossing bromine in the water, checking the water for Ph levels and sippin Sangiovese..thanking Bill G. under achieving at Customer Service this Saturday. read more

HORRIBLE. These guys started out good but turned into destructive and totally incompetent agents of misery. I purchased my Jacuzzi model tub from their Aurora Ave North store. It was great, the service, pricing and delivery was five stars. I had a hot tub before and I know that keeping it balanced and serviced is REALLY hard. Once a tub is out of balance or goes over it's tipping point it can become a sewer fast and damage can occur. Therefore, I purchased their weekly service and paid a lot for it. I paid about $150 per month. Wow, I had a service guy named Brandon who learned the business in Florida from his dad (and I lived for years in Florida where pools and spas are like Subaru here) and Brandon kept that tub so clean, polished and balanced that I never had to add any chemicals or agents such as "antifoam" etc. I don't know what happened, but about 15 months into this great experience Brandon was gone and a new guy showed up (I will not use his name since these guys do have our home addresses...). I do not believe it is this guy's fault but it was clear from the get-go that he was 1. not trained at all, 2. no customer service experience, 3. did not know anything about spas. I still trusted Aquaquip based on Brandon and and the retail store experience. Well, immediately the tub turned milky white, foam formed like a bubble bath and the over several weeks the plastic parts started to deteriorate and come apart. The smell in the tub was so bad that we could not use it. Of course over the weeks I made calls but the service manager NEVER returned a call. Basically I was dealing with a receptionist who seemed to be irritated with the company's lack of service and high level of complaints she was getting. I also started to get double the chemical invoices and I noticed the prices were 50% more than the online prices from PoolGeek.com. I told this guy to stop loading me up with chemicals. Some of the chemicals were for large pools and not spas at all. I once came out and found him just throwing chemicals in the spa without knowing what they were or how much. I read the label and it said 1//4 ounce per 1,000 gallons and my spa was only 350 gallons. Finally, it go so bad and I had guest coming over that I pursued the issue with service. They sent over another guy from Tacoma who said it was a horror story. He said the company is a mess, they don't train people and they will load you up with chemicals. Either way, it was the straw that broke the camel's back. I paid over $2,500 per year to these guys and I just could not let this Aquaquip service guy back on the premises. I terminated the relationship and found an alternative. The tub is back to being serviced weekly, clean, clear and smell free. The new service company said that Aquaquip had actually done severe damage to the tub and it has cost me to repair it. They also pointed out that there was a severe risk to our health; serious bacteria and other sanitation issues were evident and they said we were really truly at risk. I took photos and kept the test results. Summary: AQUAQUIP: is horrible, unsafe, unhealthy and I have found out from two service agents that their business practices are both unfair to both their employees and customers. I will write this on RIPPOFF.com as well. I have waited over six months to write this. If I can upload a photo or two I will, the tub was milk white and turned into a sewer by these guys. Be warned from me.. BAD NEWS FOR SURE. read more

First time yelping. Product is fine - but customer service is terrible. Installer mismeasured the frame for our fireplace, leaving it looking terrible with gaps on either side. After initially saying they'd fix it, they have proceeded to ghost us for the past few months. Repeated calls and messages - silence. Crickets. A courtesy "we are actually not going to fix it" would be better than this. Very annoying. read more

Avoid. Came out for a 5 minute diagnostic for $180 dollars... Their "bid" (by a Mike Walker) to fix the hot tub is to charge us $600 for what's clearly a $200 part. I emailed several times pointing this out and received no response. read more

Bought an expensive hot tub. Couldn't get response from salesperson (VP Sales) re: delivery, install, etc after I paid deposit. He went totally AWOL. As for hot tub, I am not impressed. Jacuzzi jets aren't nearly as powerful as I was told, and the promise of crystal clear water and no dirt ring around the top of tub was all bogus talk - even just one day after use. I'm not sure if there are better Tubs elsewhere, but I would definitely try to find out. read more

Buyer beware of these guys, they talk a big game about service but can't back it up unless you keep opening up your wallet. We spent over $15,000 on a spa that throws off errors and shuts itself off once a month. Thanks Aquacrap! read more

We were under contract with Aqua Quip to keep our pool clean and supplied with chemicals. During this time Aqua Quip ignored our pleas to clean the pool (we could see it slowly changing color specifically to green meaning algae was growing) until the point when it had to be drained as it was too full of algae to be saved. This was naturally during the middle of the summer. I chalk this up to basic incompetence since they are pool professionals in the business of maintaining pools. It costs a lot plus takes time to drain and refill the pool (weeks in fact). Plus every time you try to get them to come to the house, you lose days in the process. So essentially we lost a month of summer pool use out of a summer in which the total pool use time was about two months. I would not recommend Aqua Quip. read more

I will NEVER EVER shop here again!!! The customer service here is horrible. I came in for a heater that I was told was on hand when I called earlier. When I got there, one employee was on the phone and didn't even acknowledge me. Finally after wandering around for a while I found the heater and picked up the box to bring to the counter and another employee finally came out from the back and proceeded to ask me tons of questions about my pool and basically told me I needed to buy a upgraded pump and a bunch of other add ons if I wanted to purchase this. I went back and forth about how I didn't think I needed to do that because I've done a lot of research on this product. Finally I told him I wont purchase anything from him ended up just walking out completely frustrated. read more

We purchased a spa through them and it has been an amazing experience. The owner, who knows similar friends of mine, helped hook us up with his sales manager (Jeff Brooks). Jeff is so knowledgeable and didn't try to "sell" us at all. He explained all of the features and benefits and has had amazing follow-up. Our spa was installed today and Jeff came over to explain how the tub works and to also give us a tutorial on the chemicals. When I began my research, and started talking to spa companies, I felt like I was walking onto a used car lot. My experience with this company, and Jeff in particular, has been the complete opposite. I would highly recommend them and Jeff Brooks in particular! read more

In the 15+ years working with various employees at the Redmond and Bellevue stores, I find them to be diligent and responsible to the expectations set. Occasionally things don't always go as perfectly as planned, but they mroe than make up for it with customer service. read more

We had been looking for a Hot Tub for a few weeks and ended up connecting with Bill Given at Aqua Quip. He was very helpful and made sure to explain all the models to us. We decided to go with the Sundance Edison 680 and have been extremely happy with everything about it. We use it everyday! The instaltion guys and Bill had great customer service and continue to answer any questions we may have. I would recommend these guys if you are looking for a hot tub and good customer service before and after your purchase! We are a happy family that finally has our hot tub! read more

I came to Aqua Quip looking to buy a hot tub, electric fireplace, and grill. The customer service was great... right until I put in my down payment. They were very helpful in getting me information about each hot tub model, clearly explaining the differences, benefits of each model, general upkeep, etc. For the fireplaces, we explained what we were looking for, and were directed to the Amanti models. They had one in the store, but for some reason it wasn't turned on. We probably should have done more due diligence to see it before buying it, but we were told it would look "essentially like the gas models" when it was on... which it definitely doesn't. It looks very fake (much more so than a different electric fireplace we had previously) and the model they gave us looks like it was previously returned (remote is scratched up) and it only came with 2 of the 3 sets of stones that were promised. We are now looking at replacing the cheap stones with some of the "glass embers" hoping that it makes it look better. For the grill, we were given a line that "Weber doesn't allow us to go below this price" and that assembly and carry-away of my old grill were not included (carry out would cost $35-50 extra). But after finding the exact model at Home Depot / Lowes for a much cheaper price, that INCLUDED assembly and carry-out, they were all of a sudden willing to price match and include assembly & carry-away of my old grill. When delivery day came for the hot tub, fireplace, and grill, the delivery guys showed up with the bad news that the grill was on back-order. No one gave me any heads up beforehand and so we were without the grill the entire time my parents were visiting. Additionally, after telling the delivery guys that they were supposed to carry away the old grill (and even placing it next to their truck on the road) they just left it there. The other part that was pretty infuriating was the fact that they didn't schedule the electrical until 2 weeks after the delivery of the hot tub. So we had the hot tub sitting in the yard, and had dug a trench to the crawlspace, but couldn't get anyone to come install it until (again) after my parents visit was over. Given how bumpy the ride had been so far, I reached back out to the Aqua Quip team to ensure that they had passed along the message that the Electricians would be installing both the hot tub and fireplace when they finally arrived. They said they would, but of course the electricians showed up and had no idea. After telling them that the fireplace was supposed to be included, they called in and came back to tell me it would be an additional $400 to do the fireplace. Luckily I had an email that said differently in order to hold them to the original price. Because of the unexpected 2 week delay in installation, we ended up having to try to rush through the tile job in my parents' last few days, and had to hire a contractor to finish the job we couldn't get to. Everyone I talked to was nice enough, but overall I felt a significant dip in customer service once I signed on the dotted line, and felt a bit misled overall. read more

We were very happy with the service when we purchased the spa. Then I feel like the customer service went right out the door. The sales people seem to take a lot of days off and follow thru is terrible. I ordered a spa lift and after several calls, emails, and stopping by I still am left with no spa lift. Also, no one from the store that seems to care. I hate feeling taken advantage of and feeling like stores only care about an initial purchase and retaining customers. I guess this is the beauty of Yelp. At this point, I wouldn't give this store my money. read more