Wish I could give negative stars - they don't deserve anything. Reading these other 5-star reviews really makes me question the validity of them. After THREE mutually agreed upon appointment times that nobody showed up for OR called to tell me they weren't coming, Mark called and asked if someone had been out to see my spa yet. The owner of the company doesn't know? Interesting. After I told him no, he blamed it on my home warranty company. (Keep in mind that for all 3 of these appointments I was taking breaks from work to go home and lock my dogs up). Finally got an appointment scheduled for Monday with Peter. He texted saying he was 15 minutes away. I texted him back stating my spa wouldn't hold any water and that I had recently bought the home, so I didn't know anything about the spa history. No response.
Tuesday, no response.
Wednesday, no response.
Thursday, no response.
Friday, no response.
Following Monday, no response.
Following Tuesday, no response.
Following Wednesday I had had enough and called the main number instead of Peter. Mark, the owner, was hostile from the jump. I explained the situation and that I couldn't get a response. I wasn't angry. I wasn't argumentative. I just want info on how to get the ball rolling. Mark said that he wasn't going to get into a he said/she said with me, and Peter told him that he had already talked to me and told me he couldn't assess the spa issues because there's no water in it.
First - what do I have to gain by lying about talking to Peter? I'm the sole owner of this house, so there's no way he talked to someone besides me. Lying about talking to him only prolongs this whole process for me and prevents me from using my spa.
Second - if I had talked to him already, why wouldn't Peter just tell me that during the 6 days I tried contacting him? Instead he chose not to respond at all.
Third - Peter knew before even coming to my house that the spa was empty, as I had told him it doesn't hold water.
I then asked Mark where do we go from here? If Peter was unable to assess it because there was no water in it, and was unwilling to turn on the hose that I purposely left right next to the hot tub, how do we proceed? He said I need to schedule another appointment. I said great, when can you come? Again he was so bitter and nasty and said he couldn't help me right now and that I'd need to email the office. I emailed him 5 days ago - still haven't heard back.
I called my warranty company and they told me that Aquamarine Shitty Service has turned in a report stating that my spa is irreparable due to regular wear & tear. WHAT?!?! I thought you couldn't assess it because there was no water in it?
For the life of me, I cannot see how this company gets any customers on their own. They have to be spoon-fed customers from whatever contracts they were lucky enough to get with home warranty companies. They should not be in any sort of customer service industry and Mark maybe needs to take a look at his mental health - it was absolutely wild the way he reacted. I am escalating this with my warranty company so they know what kind of people they have representing them. I have texts and call logs to prove everything.
Also a warning - they are somehow having negative reviews removed. There were others last week when I first looked, and now they're gone read more