First of all, when shopping for a hot tub, we stopped by but did not purchase from this business. I'm sad because I give them so much business now! I come by every couple of weeks with a container (they graciously provided gratuitously) of my spa water. There is no charge for this water testing. I buy the chemicals that are recommended. They provide a print out of which chemicals, how much and timeframes. I also had recommendations for filter replacements for my spa they can order. The staff is always very helpful, knowledgeable, informative and professional. This service they provide - at no charge - is invaluable for my spa experience. I can't thank them enough and they definitely have my business and support! read more

Requested service on a fireplace... was told "we don't work on those and I don't know anyone who does" Fast forward 2 years... requested service on an indoor jetted spa and was told almost the exact same line. It's okay if they don't service these things but maybe take it off your website AND offer some names of local technicians that could possibly help. It appears to me they just are interested in making a sale not helping what could be future customers who might have purchased from them in the future. I wont be asking anything of them again - much less buying anything. read more

Chris at Aqua Rec called us back and walked us thru on a "trouble shot"to reset our pilot light..restart...Chris you are amazing..when we do our next home remodeling you get our stove business..thanks for caring enough to call us back...Grade A service. read more

Aqua Rec's - Pool & Hot Tub Service Near Me - Bonney Lake, Washington

The man that was in the store told me twice he is a manager and "built the store". He left the standing while in the middle of the interaction, he took a long phone call. I walked out. When I got home, I called him to speak about my bad feeling and he told me he didn't care. Refused to let me finish my thought, and hung up. Being that I maintain an in-ground pool and hot tub, I spend 100's of dollars on the pool each year. He doesn't care. I do. I found a new supplier. read more

I brought in a water sample to have it tested and received a complete education on water treatment for my hot tub as well as recommendations for future use. I was expecting to pay a fee for this knowledge as well as a sales pitch to purchase store products. Instead I was told "No charge." I followed the instructions given to me and my water treatment issues are resolved. read more

I highly recommend Aqua Rec's Fireside Hearth N' Home. We Had a quote on a gas fireplace from over one year prior and from a different outlet that Andy Doucett honored all the original quote. The installation was seamless the men removed our wood burning firebox, ran the gas line and installed our beautiful gas fireplace in two hours! They were very polite, courteous and professional, they protected our marble tile and carpet I was very satisfied!!! read more

Aqua Rec's - Pool & Hot Tub Service Near Me - Bonney Lake, Washington

I would give negative stars if I could. Started out in June, we purchased the hot tub and put a large deposit down. The guy stated it would be on the delivery for July 24th. A few days prior to July 24th I contacted Aqua Rec via phone to get a better ETA so I could schedule the electrician they recommended. They advised they didn't know and would call back with info. They never called back. A week or so after July 24th I went into the store to just get an eta again so I could get the electrician scheduled. They had a large amount of my money and no answers. Needless to say we were feeling they did not care about helping us, and all we wanted was a time frame or any communication. Finally a few days ago, almost a full month past the original due date with no information, we called to cancel the order as we felt had. They advised it would be a percentage to cancel, about $2500. He then stated go ahead and try taking me to court, others have and I don't care. Now we were furious as they had our $4000 and had no information on the product they agreed to supply. We went back and forth a couple times over the phone with the owner. He is a very disrespectful and hostile person. Reminds me of a slimy used car salesman. Still with no information about when the hot tub would be delivered or if we could get our money back, we went into the store again. Low and behold a hot tub to our exact specifications is sitting on the sales floor.. we talked to the lady at the front desk who was rude and could not help us. We then spoke to another employee who after we threatened to again cancel the order stated he could have it to our house this week! Crazy, oh wait, it was sitting on the sales floor for who knows how long. Hot tub delivered and all is fine. We had our remaining balance of about $6300 that we put on a payment plan to pay off once it arrived. The hot tub delivery guy showed me two signing spots, stating 'this one is receipt of delivery and this one is for the finance company (wellsfargo) to process. He covered most of the sheet with his hand which I now regret. He placed our copies in the box of cleaners that came with the spa. Get online today and see our credit card account, they one they opened for financing (which is fine) has at $8700 charge. Went back and looked at the small line the install guy had covered and it states remaining balance $8700, the original contract states $6300. Slimy, deceitful, unprofessional to name a few. I am filing a claim with the BBB against the company and also retaining a lawyer as I see a fight coming for the difference in money based on the previous experience. What ever you do DO NOT USE THIS COMPANY. there are plenty of other hot tub companies around. Save yourself the headache and fraud. read more

I bought a Quadra Fire Pellet Stove back in June 2021, they didn't install it until Sept. 2021. When they installed it they said that not all the parts were there, and jury rigged the air intake using parts from a now defunct 18 year old Whitfield. When I touched it, it fell apart. I immediately went to the Aqua Rec in Bonney Lake, The young man came later and put a dryer hose, and tape to make an air intake. What I wanted to do, and still do is buy the proper intake, and they could install it. I have offered several times, but they are unwilling so I have ended up with an incomplete, and tacky looking stove I paid over $4000.00 for. I found out from a chimney sweep that they just want to sell their product, and not look after the welfare of their customers. I have also reached out to Quadra Fire, they are all talk. Never again. read more

I think I need to look for excuses to just go hang out there. Wonderful people, super helpful, well informed and sold us our spa that I love so much! Nothing bad to say. They are our local go to for all things pool, spa and fireplace related! Thanks guys, you rock. read more

Aqua Rec's - This is it, and check out the hint of Seahawks colors. - Pool & Hot Tub Service Near Me - Bonney Lake, Washington

Yesterday I took the door to my wood stove into this store, as the handle was in need of repair. The older gentleman that was there told me that the handle was stripped and I would HAVE to go to Tacoma to get it fixed. When I returned home, I called the Tacoma store to ask about parts/repair. Had to leave a voice mail as the service dept was busy, which I understand. Talked to a young man (Caleb) at the Tacoma store this morning who was very helpful. When I told him I visited the Bonney Lake store yesterday, Caleb asked if they ordered the handle kit for me. I told him I was never told that was an option, that I was just told I had to take to Tacoma; and that the man made me feel I was not welcome at the store. So, to whomever is the manager of the Bonney Lake store, may I suggest you reiterate to your employees that customer service is key and that there are other options for customers than "leave I don't want to help you today". read more

In May I purchased a electronic " brain" for my Heat & Glo 6000CLX-IPIL-S gas fireplace From Aqua Rec. Had tried 2 other brains from online sellers that did not work properly. Sent them back and got a refund for both. They were just over $100.00 each. I gave up on the online route and decided to go to an authorized Heat & Glo dealer who should have a correct, working part. I called and talked to Chris at Aqua Rec about a new brain for my fireplace. I gave him the model and serial number. I was called when the part came in about a week later. I paid the $192.00 thinking this part would work since it was from a Heat & Glo dealer. Was not too concerned about the higher price thinking I was about done fooling around with the non working fireplace. Chris told me that they would not take this electronic part back but that the manufacturer will replace it if it does not work. Fair enough. I installed the brain, paired it to the remote and it ran all fireplace functions fine for about 2 minutes. After 2 minutes, the remote would not work anything. I paired it with the remote a few more times and still the same results. Nothing works after 2 minutes. Called Chris the next day and explained the "brain" does not work. He would not replace or refund my $192.00. Tole me he would call the manufacturer and see what could be done. No word from Chris for over 2 weeks. I called him and he said he would have to send a tech over for $250.00 to test out the fireplace and the new part. Could not do that for 2 months. I agreed to the service call but decided against that since the customer service was non existent, I did not want any Aqua Rec people near me or my fireplace. I sent the "brain" back to Chris with a note explaining customer service sucks and I would never buy anything from their company. That was back in June and I have not heard from them again. Today, I called Heat & Glo company and explained the situation to them. I wanted to buy a good part from them. They do not sell parts to customers directly. They did not see a tech request or anything from Chris about the defective part or how to resolve a customer problem. I was given a case number from customer care department and was asked to call Chris and let him know they did not see anything about a defective part problem. I called Chris at Aqua Rec about my conversation with customer care and asked if he wanted the reference number. He told me their company does not work like Heat & Glo and that electronic parts are not returnable. Got a little nasty. He did not want the reference number. I asked him why I was not given a new part and again, was told I am not a tech and should not be servicing the fireplace. Only certified techs can really work on them. Replacing and testing this part is a no brainer and much easier than most computer related gadgets to install. Is a plug and play device. I have worked in telecommunications for over 40 years and have dealt with much more electronically challenging things that this brain. Chris told me he was going to call a tech tomorrow. Not sure why. Customer service is very missing at this place. I will buy nothing else from them and veer anyone else looking for anything related to what they sell to Aquaquip instead. Totally disgusted with Aqua Rec. Stay way away from this place. read more

If I could give them zero stars that would be more appropriate. Called them three months ago to come out and fix our gas fireplace that wasn't working. $200 min charge to cone out. The guy doesn't bring and replacement parts, tightens some wires, cleans off pilot light and says I think that does it. Worked for 2 days after that then same problem. We have literally called them back 10 times since and no one has called back. Finally fixed it myself by ordering new pilot assembly off Amazon. Pretty easy fix. Maybe I should consult for them...lol Will be reporting this ripoff business to BBB read more

Not even worth the one star rating, but it's the lowest I can give. Dishonest, rude, and untrustworthy, it was a horrible experience throughout, from salesman to the manager "Chris." Don't make the same mistake I did: DO NOT SHOP HERE. Feel free to contact me with questions regarding this review and my experience with this awful and poorly run business. read more

So I was out in Buckley... And I decided to stop at the Bonney Lake aqua rec store because I was out of test strips for my hot tub... I Grabbed what I need and walked up to the counter... The guy asked for my address and I say "normally I shop at Aquaquip and I just want to buy these strips please" And he says "oh well you're a 49er fan (because I was wearing a 49er hat) and I guess they take those people over there" I look at the guy in the face and say "yeah well if they weren't such jerks they probably would've sold me a hot tub in the first place, but they tend to treat the customers like garbage" And then he proceeds to tell me how Aquaquip Marks up their prices... That this store has better service, et Cetera et Cetera. Now I get you want to be better than your competitor, I even get that this guy is obviously a Seahawks fan but the last time I checked, my money is just as green as any other teams fanbase. The guys name is Chris and if I was the boss he wouldn't be working for me... I spent a lot of years working retail and the first thing you never ever do is insult a customer even if you think you're just being funny. The second thing you never do is badmouth your competitor in front of a customer especially when the person in front of you is telling you they shop and have had good experiences for 4 years with that competitor! I should've left the test strips on the counter and kept my $13... But Chris proved once again why they lost out on over $12,000 from me. Unprofessional....... sad read more

Went to take advantage of "Black Friday" special offered on their website. When asked to look at the flyer they had a hard time producing one. I brought it up on my phone and gave the salesman the product number. He said that model was only for ones on display. S76cc didn't say one thing about it needing to be a floor model. They don't have one. Okay, we look at what they do have. Should have taken a picture. Called Twin Peaks, retails at $10,400 roughly, they had a price of $8,999. It had a little paper star with the words "Included lights ($599) and water treatment system ($1500). Okay, maybe we take this one, it's pretty close, not the right color. It has a cover with it, it's a floor model. So we assumed that it included everything we saw for that price, wouldn't you? No, the salesman said the water treatment package is included because it's the sale weekend but the lights would be extra...but it's a floor model??? You gonna take them out??? We said, that seems awfully odd, it says included. We would've walked out with that spa if they had honored what the paper star had on it but the salesman took the star off and threw it away. Okay, we'll go somewhere not so murky on the pricing. read more

If I could leave 0 stars I would. We bought a $15,000 Spa from this company and I guess I should have read the company reviews not just the spa brand reviews because this has been the worst customer service I have ever had to deal with. I sent a photo of our yard and measurements of the side of the house yet they showed up unprepared to deliver. When they came back the following day they drug the spa and scratched the epoxy floor, dropped the spa and scratched the side. The Bluetooth did not work so a repairman came out and got it working and made a note that it may need a new wire harness. I know this because the blue tooth quit working and when I called again they saw it in the notes. The repair man came back out and spiced the wires saying this is what he was told to do, big surprise it stopped working again and no one has bothered to fix anything that was damaged upon delivery. We've stopped into the store and talked with Chris who is pleasant but fails to make anything happen so we've been directed to Rick who flat out lies to us and can never seem to remember our conversation. Must have a ton of disgruntled customers if you can't remember one. Never buy a spa from these people they are the absolute worst!! read more

My visit today from technician Cory was very informative and helpful. I purchased a new Gas Fireplace from Aqua Rec this summer and I am finally getting to enjoy it. He solved my problem quickly and informed me about the care and maintenance of the unit. He was on time and very knowledgeable! read more

Inherited a hot tub at the home we just bought... Neither my wife nor I know anything about hot tubs, except how to turn the heat up... The guys in Bonney Lake have been extremely helpful in guiding us on how to get the chemicals under control. I would like to give a big shout out to Eric! Thank you for all of your help!! read more

Be cautious when buying from this merchant. I purchased a Bullfrog hot tub at the end of October from their Bonney Lake, WA store. I got a good deal because the Fair was underway; but it was still $8800. They made a recommendation, as far as the electrician went, but I left the guy (Trig) four voice mails; two on his cell and two at his office. He never bothered returning any of my calls. Chris, the manager of the store told me it would be here in 2-3 weeks. Six weeks later, I was still looking for my spa. When it finally arrived, there was no power cord, and it wasn't just missing, they don't ship with one; another point Chris forgot to tell me. read more

I have been shopping at Aqua Rec in Bonney Lake for years and have received great service in this store. Most recently, I drove to and ordered a part from the Tacoma store, which turned out to be the wrong one. Chris, the manager of Bonney Lake, drove out of his way to the Tacoma store to get the issue resolved, and to bring the correct part back to Bonney Lake so that I did't have to waste my time driving all the way to Tacoma to get it resolved. In my book, that's customer service that goes above and beyond. read more