We have had a pool service contract with the Watermill for the past year so this review is about that service, not the store or walk-in water testing services which I don't have much experience with. Our contract is a monthly service in winter and weekly service in summer. The pool has been serviced every week this summer by a very nice young guy named Taylor who has always gone out of his way to make sure my concerns, questions or requests are handled. And he has come as scheduled every week on the same day at approx same time since May. Last winter we had issues with our previous service guy who had a habit of not showing up for our monthly service and meant I had to call the service department on my own to ensure someone would come which was annoying and once resulted in a green pool bc we were out of town. He's not with them anymore and I have had no concerns since then. Ashley takes a little getting used to but she's efficient, answers questions and gets back to me promptly which is all I really need anyway. read more

Eric and the crew have provided the best pool service to my husband and I's pool in the Lynnwood area. They respond quickly, and have taken great care of the chemicals and pool equipment on short notice when needed. The expertise and customer service is top notch, and I highly recommend this company! read more

Diagnosed my hot tub repair issue over the phone and I was able to fix the issue. Could have easily set up a service call to have their tech fix a simple issue. Appreciate the customer service. Used them many times in the past with successful results 100% of the time. read more

I called the Watermill for a service call to repair two jets on my hot tub and to order a new cover. Appointment was set for 9am a week later. At 10am I called to see if they were still coming. She scoffed and said he never gets out that early. When he did show up and hour and a half late, he had a drill in his hand and opened the door to the pumps. Looked in for 5 seconds and closed it back up. Walked away and said someone would get back to me in one or two days with the estimate. After 3 days with no communication, I called and left a message. I called again 3 more times and left messages. No return calls and no pick up. On June 1st, two and a half weeks after the visit, I received a voicemail stating the repair is $1200 and do I want to proceed. No details provided. Not verbally or written just a total. I called the back and said given that you never returned my calls or contacted me in the time frame committed to, I was left to believe you were not interested or were unable to do the work. I moved on to another provider who took care of everything in 48 hours. I am now shocked to find that she is sending me an invoice for $75 for a service call. DO NOT USE THIS COMPANY. They are incompetent and unwilling to actually do the work. read more

Watermill has been the best service we've ever had in 10+ years of pool ownership in multiple locations. They are consistently thoughtful & thorough & excellent communicators, and they keep our pool sparkling. We feel lucky to be their customers. read more

Go elsewhere. I went onto this place about a month ago about my pool. They gave me a price list one month ago for product for my pool. While I was there they said they would send someone out to look at the pool to give me estimates, test my water and so on... they never came. CON: Incompetent. Unable to find better prices elsewhere called today and decided to place and order. They quoted me over the phone $60 MORE than the price on the list. I asked why the difference, they said cause "there prices went up." Thank you Capt. Obvious. I then asked why the list said "prices good until 8/2009." He said, that he would sell it to me at the price on the list if I spent 10k with them a MONTH.... ohhhh that's what this price sheet means. Got it. CON: DISHONEST. I told him that I didn't know why I was given this price list then... he laughed, literally laughed, and said "spend more money here and then lets talk otherwise... 'laughed some more'... good luck." CON: RUDE. Seriously? Seriously? This is how you do business? Seriously? read more

Don't ask them for repair service. I moved into a house that had a spa built by the previous owner. During the inspection we could not get it working. I asked the seller to fix prior to moving in and they hired Watermill to do the repair. It's a long story but they didn't do a good job and I've attempted to have them clean up their own mess but they won't...without charging me. read more

I am having a problem with my hot tub. My regular repair service was too busy. They referred me to the Watermill. HUGE mistake. The service tech did come out. Told me it was either the pump or the board. Told me to drain the tub and he would be back to me with a quote in a couple of days. It now has been almost two weeks. I called last week and they told me they would call back with a quote. I've heard nothing. Now I have an empty, non-working hot tub. I use the hot tub just about every evening. BEWARE! read more

I called them two months ago about my hot tub. The repair guy seemed great and said it needed a new pump. He said he would contact me back to replace it. I called back after not hearing anything for a month. And was told they didn't have the pump yet. Another month plus has gone by...friendly but useless. Do not use. read more

I called and emailed them my information twice, they never replied back.

In my 27 years of owning homes, I've never dealt with a vendor who was more incompetent, more apathetic, or more dishonest than The Watermill -- despite the fact that I paid them a fortune every month for their services. Let's look at the charges one by one: Incompetent: For the last year and a half of my service, my pool, spa, and pond were filthy both before and after a "cleaning" by the Watermill employee. He'd show up, skim off a few leafs, toss in some chemicals -- then leave 15 minutes later. Apathetic: I went an entire summer without the use of my spa because the service guy couldn't be bothered to do anything about the fact that it was broken. I either spoke to him about it or left a note about it every week, and every week he said he'd get it fixed. He did nothing. He just didn't care if the pool was clean or if I had a spa in working condition. A broken spa was just one less thing for him to clean. Dishonest: My first service guy (I had 3 in 5 years) went through a period where he just simply didn't show up for 4 months. That means I paid about $600 for service I didn't receive. Another service guy decided he didn't want to clean my pond anymore, so he didn't. After complaining numerous times about the condition of my pond, I ended up having to clean it myself. The owner: I sent Mr. Whitmarsh a letter outlining the problems I was having with his company. I invited him to call me to discuss the matter. I never heard from him. I paid his company approximately $1800 per year to maintain my pool, spa and pond, and he couldn't be bothered to contact me. Is it any wonder his employees don't give a damn? The bottom line: It's a rare vendor these days that provides caring and excellence in their work. It's so rare, in fact, that I'm conditioned not to even expect it anymore. I'll settle for mere competence. The Watermill couldn't even provide that. They couldn't have cared less about the quality of their work, they did the minimum in order to continue receiving payment, and they lied when I confronted them about not showing up for work and not doing the work when they were actually here. This was a bitter experience. I gave them one star because there's nothing lower than that. read more

I have been with WaterMill with 10 years and its professionalism and quality of service has been gradually descending and I am now looking for a replacement. We have a service contract with them to take care of our pool. They have missed a couple of services and charged us for it. The water turns green and it's easy to spot. The owner eventually not charge us but he really has an attitude. Just this week, they did it again. This time they claimed they dumped $200 worth of chemical to my pool. First, they should kill any living organism in my pool. Second, the pool is still green?! How come? We went to the store and learned about how much chemical is really need. Ends up 1/10 of the amount is needed to keep the pool clean. Not $200. Then they wanted to terminate our contract and give us our money back. Is that how you treat customers? Overall, they hired ignorant and incompetent workers, and they don't really care about you. Watermill will make your water green and rip you off. Run. read more

We have been in to Watermill 4 or 5 times over the last two years, being not so good about keeping up with our declining hottub. We've always had really knowlegable, helpful service, and they've given us tips on how to do things ourselves instead of having them come out for a fee--for example, we had to buy a new jet and install it, so they gave us a few tips on how to do it ourselves. They also came to give us an estimate on moving the piping and were nice about it when we said we'd have to wait a year or two, regardless of cost, and they gave us some free advice along the way. The owner, who is often in the store, is a nice man who is genuine and sincere, and has always been helpful to us, including spending 20 minutes answering all of our questions when we've only purchased water-testing strips. :) We are not the easiest or highest-paying customers, so when a company still pays a lot of attention and takes me seriously anyway, I recommend that company. read more

Family has spent 8+ years with this company. Bought our second hot tub cover with them and told the price included free disposal of the old cover. Well we went back to drop it off and now they want to charge us $30. We will not be back to this place. Too bad the servi e has gone downhill. read more

Been in the store a few times... Employees seem helpful and test my water for free- even If I didn't buy anything that day. Had them replace my spa pump when it went out- Repair guy showed up on time and price seemed fair. I wasn't going to be home when he was there so I asked if they wanted me to leave a check out. They said they would just sent me a bill...Easy to work with. read more

These guys are (usually) great with their advise for pool chemicals etc. Will check your water for free and make recommendations as to what to do. Have been concious of recommending ways for us to save money and dont always push their products unlike the other guys at AQ. The older gentlemen seem to really know their stuff, but the young kid has given us some bad advise. Now, for the service department. Yes, Ashley could use some customer service training as well as improving her communication skills. No need to go into details, but will continue to go to them for water tests and products, but would not use them for service. read more

I have had stellar service and in-store help from Watermill staff. Two thumbs up.

Don't do business with these guys. I had wasted my time and my money and now I have to hire other repair guy. Not only they are not good at hot tub repair, but also they are not honest to clients. read more

We have used Watermill for over 10 years to maintain our in ground pool. The pool developed a leak last June so naturally asked Watermill to track and fix the leak. They came over and charged $110 to tell me pool was too green and can't be tested for leaks. I had already told them that since we couldn't run the pump for sometime. Meanwhile going to U-Tube I narrowed the lead to the skimmer which they promptly gave me a $3000 estimate to fix. Cut the story short I fixed the leak with water proof epoxy cement mix (thanks to U-Tube) for about $10. Needless to say I will never go to them even for service. read more

These guys claim to do the warranty service on Aquabot products. Sent them a pool cleaner in April for a factory approved warranty repair and didn't get the cleaner back until first week in july. Called at least 30 times over the 2 1/2 months they had my cleaner and was told the a variety of stories that became comical. "The factory won't send us the parts"; I called the factory and there was no order. Then they hadn't ordered all the parts they needed. Had to send them a description of what was wrong three separate times. If I ran my business like they do, I wouldn't have a business. Never consider them for anything ever again. read more

I'm just not the sort of person that likes to complain and will almost never write a review but the service and expertise, knowledge and customer service from this company was so bad, I had to write something. STAY AWAY. I bought a new hot tub and wanted to establish a set up service to walk me though and have ongoing clean and maintenance. After taking weeks to come out, Ron showed up and told me that the electrical was not meant for outdoor use. He could not have been more incorrect. The electrician with 45 years' experience stated, as well as the manufacturer, the manuals , the packaging stated that the electrical was outdoor use. Ron walked off the job without the opportunity of me to better inform him. He was adamant that he was right. After calling back in and speaking with Mike and getting a continued run-around, I finally did hear back from Ron and he admitted that he was wrong and that he really did not know that much about electrical. Dude, if you don't know that much ... please stop with the inaccurate information. Besides being a complete waste of time their customer service is incredibly horrible. I cannot stress enough that you should consider other companies your business who know what they are doing, read more

After speaking with the Company, we were able to correct the situation and going forward it looks like the customer service will be much better. read more

My twelve year-old Aquaquip Sunset ("Altima") hot tub failed during the December cold snap. (And I mean failed: not even a glimmer on the control read-out.) Aquaquip has never been willing to service the tub, as they claim there's 'inadequate access.' Over the years, as I have had the usual sort of problems (valves, pumps, circuit board), I have used a variety of other guys, but it's always been hit-or-miss in terms of the quality and availability of this or that company. This time it was "miss-miss-miss." Aquaquip again said no; one former service guy had retired; one I'd never call on again; and two guys said 'Sure, send me the pictures of your deck, and we'll get back to you.' Needless to say, I did--and they didn't. I finally reached out to The Watermill because 'all else had failed.' Some of the lousy Yelp reviews had put me off, but I was now desperate. What an eye-opener. I emailed them the pictures and tub specs on 21 January. They were in phone contact early the following week. We scheduled the appointment for 31 January. Ron showed up on time yesterday (following a day-before and hour-before confirmation), and showed no hesitation in hands-and-knees-ing it under my deck. (I had re-engineered the deck for stand-up access after the last guy, so Ron could at least do "half" his inspection standing up!) He did some quick circuit testing, examining relays/switches AND CIRCUIT BREAKER for a couple of minutes--and BINGO, the hot tub came alive. Talk about a quick 'laying on of hands.' He offered some observations as to what I might expect down the road, given his visual inspection of both circuit board and pumps. But he did not try to 'sell me up,' and we decided on a plan in case the fall 2016 intermittent shut-downs reoccurred. And then he latched up his tool box and closed up the truck, and he was off. Certainly I'll get a bill, but it won't be for a new circuit board (which I was expecting). And I had a good, long celebratory soak this morning. Sure, this constitutes an "n of one," but I was more than impressed--start to finish. I cannot remember service like this on ANYTHING lately, let alone on a hot tub. These guys earned every one of the five stars! read more

I live close by and go here all the time for parts for my hot tub. I'm having a hard time understanding some of the complaints, as these guys help me out every time. Maybe it's because I'm not a knob, and I give businesses the benefit of the doubt before trashing them on the interwebs. If you know what you're doing and need parts, this is the best (and only) place in town. read more

Late or no show many times. Quoted and agreed on price with least expensive products but then added the more expensive products to my pool and charged me for it. Pool often still very dirty after "cleaning." Worker took my hose by accident and did not return it (when I needed it to a job in my backyard) until his convenience. Big mistake to use this company. Cen't wait till my contract ends. Ugh! read more

Went back again today to get my water tested. Everything was fine. Waited on quickly, got what I needed, more education about my spa, no issues with pricing or any other information. Not sure what the other reviewers experienced but I didn't experience any problems with them. Didn't see any problems with other customers either. Just your normal customer interactions. read more

I live nearby and really wanted this to be my 'go to' store for everything I need for our hot tub - supplies, advise and repairs. We use our hot tub about 4-5 nights a week, so when it's not working it's a real bummer. I'll start with the pros: Free water testing = really helpful. Advise: There are a few employees who are very helpful, great communicators and patient. I REALLY appreciated this when we first bought the hot tub. A few employees that are a bit condescending, but regardless, I have always left the store with the supplies (chemicals, parts, etc) and advise I need. Cons: Ordered new spa cover, was told I could dump my old cover when I pick up the new cover. They offered this as a perk when I ordered the new cover. They called to let me know the spa cover was in, I verified again that I could bring in my old cover and dump it for free = Yes. We show up the very next day, and now it's $30 to dump the cover. They backtrack after I tell them I was told twice that it would be free. Not so concerned about the $30, but really annoying. Repair department. Disclosure: We have a weird no name brand tub that can be tricky. My latest experience was very frustrating. We had a very small leak at one of the hoses that tied into the manifold. We ignored the leak for many months and decided when we next drained it, that we would address this minor problem. Originally we were just going to do it ourselves, but ironically, decided to avoid potential frustration and just hire Watermill so it would be professionally repaired = done right the first time. 6 weeks ago we called to make an appointment. They came out in over a week and replaced some hoses and the hose manifold = $400 bill. The new manifold is at weird angles, not secured and with purple sealer dripped all over the place, but hey, it's under the spa = who really cares as long as it works. However, the purple sealer they dripped all over the wood spa base on the outside I do care about. Could have been prevented by simply caring enough to put down plastic/cardboard. Wait a few days for sealer to dry, fill up spa, now a worse leak appears in a new part of the hose they installed at the jet connection. Call them and make an appointment for them to come back out = now I need a new jet because they can't reattach again to the jet, estimate =$350. Mention the purple sealer mess all over the place, response: "I'll let the service manager know". Estimate is 1 week for the new jet to be received, so I wait for them to call for ONE MONTH. I call them today, the part HAS BEEN IN, but they just 'were not able to find 2 guys to come out and install it'. Optimistically assuming that when they do come out, and it no longer leaks, I'll end up with a mess, a $750 bill, and over 7 weeks of our hot tub being out of service. Regret: We should have continued to ignore the very minor leak. We would never have leaked $750 worth of heated water in our lifetime. Most of my complaints seem to be from store disorganization and failures in communication. read more

The Watermill have kept our old spa running for the last fifteen years. other comanies come out and take one look and say - you need a new spa or new equipment but Ron (one of the serviceman that I can remember his name) just fixes it and then also answers my questions and shows me how to keep it from happening again. I also have a horrible time with the water chemistry so I use their store for water testing. All of them are extremely helpful and dont look down on me when I come in with the same problem over and over again Doug is extremely helpful and again the only name I can remember. They don't try to sell me every fad or extra item - they sell me what I need and nothing more. I have tried other companies because the Watermill service can be back logged due to everyone wanting the best and summer swimming pool season is so short every pool seams to break down the first warm weather. I have learned that I can wait and get quality service with the Watermill or I can get someone out fast and get mediocre to poor service. If I call the watermill and they are three weeks out and then I call someone else and they can get out the next day I have learned there is a reason for it. The person that can get out the next day usualy doesn't do a good job so they don't get the repeat business that obviously the Watermill is getting to stay so busy. read more

I found them pathetic. They came back three times and never fixed my hot tub. First it was a motor repair. That failed. Then they replaced the motor and the tub still failed. Then they said it needed a circuit board but they did nothing about it as I found out when I called back a week later. They said it would take three weeks to get this board. I did some of my own research and ordered a control module complete with that circuit board for a few dollars more which I had in two days. I learned that this is the usual repair since if a circuit board failed, it was a good chance something else in that module might fail. The next day they called to say an error had been made and they could get the board. Too late. Further, when their guy did a horrible job replacing the motor, he relocated it, left a mess and placed it such that the wiring would not reach the new module. This occurred over three or four months as I was trying to have it working for four grandkids who love that tub and were coming from out of state. No luck due to their crumby work and service. All the other service people were booked. read more