Horrible company, both in product and customer service. We bought fire moutain 9/20/24 we then bought the RECOMMENDED outdoor cover. The fountain paint already flaked off. CS said it was probably due to the cover. So why did they recommend a cover?? Then the ignition went out after on month. The landscape company had to replace out of their own pocket becasue Aquascape would not stand behind it. Not, 9 months later, broke again!! They will not help you at all and they stand behind nothing!!! A lot of money for complete garbage!! read more

You can't even Open the whole store?? There were 3 employees sitting behind the desk and you can't even open the outdoor area? The inside doesn't have a fish for under a 100$ and we wanted to buy a few of the small ones for under 17.99$ in the outdoor area and we got kicked out because that area is only open on Saturday????? The day your website and signs say your closed?? What a joke!!! You scam people into coming saying you're open but anything affordable is outside and closed?! Seriously a joke. I will not be coming back . I've been coming here for years buying koi from the outside area. In the inside area you have all the ugly fish in the 100$ tank and any of the pretty ones you move to the 200$ and up tanks. There was a fish the same size as the 100$ fish in the tank with the 400$ fish!? You have tuned this place into a scam. It won't be long until other people realize what this place has turned into. So disappointing. I would rate it a zero if I could. 2.5/5 stars make sense. Your employees are rude and need to learn how to communicate to people. read more

Do not purchase any items from Aquascape. They do not follow thru on their warranty and customer service treats you like garbage! read more

I'm just hoping the damage that this company caused to the tree line in back of my home grows back next year. They took the weed eater to cut down trees and did damage to tree line that was incomprehensible around our community lake. I've posted pics previously. Despicable company and shady employees if you anger them. read more

Feeling like being pushed aside and treated as if the customer care is trying to get rid of you is never a good thing, especially when done several times. Our 3000 gallons pond has almost all items purchased from Aquascape, including the Aquascape 2 aerators I purchased recently 3 times: even the last time only one aerator worked. Most annoying, recently the Aquascape aquasurge 5000 pump purchased 3 years ago by the previous home owner (who texted me she does not have the receipt anymore as she moved several thousand of miles away - we moved here only 1 year ago) makes a very funny noise: I checked the electrics, the impeller, check valve etc and everything works OK. I have a science background and I am very organised cleaning the skimmer area daily etc, if I could check the motor encased in resin though, I would have checked that too. Even with the very high temperatures we have experienced recently in Illinois, and since we put more water in the pond, the waterfall and water in the skimmer area is very strong, yet when the pump is on, the water drops so the pump is just about covered with water. The customer care mentioned there could be a problem with the pump (after 3 years!!!!!) and the first person pushed me not really answering my questions but asking to fill in the Warranty form on their site. The second person said I should look on the bottom of the pump for the date detailing when the pump was made, as asked by their warranty form, insisting it should be on the bottom on the pump and I need to turn it upside down - I could not find anything and took several pictures of this!!!!!!! The label on the plug attached to the pump has a bar code which you need to scan in case of problems, as it is written on it - they do not even ask for this on their Warranty form!!!! Clearly they make it as difficult as they can, you are wondering why should I continue buying their SAB cleaner, Beneficial bacteria, Aerators etc and now maybe invest in their very expensive Aquasurge 5000 pump since they seem to blame it all on you, the customer, when is not working. Not good, Aquascape. read more

Aquascape - bottom of the pump where there is no date - General Contractors Near Me - Saint Charles, Illinois

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Extremely knowledgeable and professional, no-nonsense staff! Enthusiastic about their products and helpful with advice on ponds and Koi. Beautiful retail showroom, fun for the kids. Dog-friendly. read more

Simply put - customer service reps are rude & seemed too busy to make an effort to resolve a simple issue. Sadly I'm stuck with their product. read more

Purchased water feature several years ago ----- now trying to get maintenance work done is impossible --- literally told we can't do it -- call someone else read more

We recently drove out to their location with the express purpose of purchasing quality koi for our well established pond (20+ yrs). We have some very large koi and some smaller fish that they spawned but we wanted something in between. We selected two koi at $50 per fish. One was dead within three weeks and the other within 2.5 months. We have koi that have been in our pond for over 8 years and they are thriving. I feel like lighting a $100 bill on fire would have been less painful. Lesson learned. read more

If I could put a 0 stars I would. We had aquascapes come and close our koi pond in the fall of 2018 and they charged me $225 (normally $250) to pretty much just pull the pump out of the skimmer box and put it in a bucket. Wow am I in the wrong business. Then just 2 weeks ago had a different company Deb's Bird Ponds (Deb is absolutely awesome and knows her stuff too) come out to open it up and clean it for season. Well as the water got high enough and the pump got turned on to get water to our waterfall, water started gushing out of the ground and not the water fall. We ended up digging a nice wide and deep hole to see what the issue was coming from and the flex-pipe had burst wide open. I called and spoke with 2 people and got the same story: aquascapes is not in the practice of blowing out the lines and haven't for 20 years. So I was told today that aquascapes assumes no responsibility and will not fix it unless I pay for it. Customer service from a "reputable" company here at an all time low. Paid $225 to have someone pull my pump out (which I could have done) if that's all it needed. That's why we hire professionals right? They have now lost another customer for services I will NEED every year at least 2 times a year because they won't adhere to the "customer is right" philosophy of a product and service company.. don't use aquascapes for maintenance work. I'll give you the number to someone who will not gouge you an does the work on your ponds as if it was her own. She is extremely compassionate and you can tell she loves what she does.. So at the end read more

Aquascape - The burst pipe that aquascapes will not assume responsibility of to repair on them. - General Contractors Near Me - Saint Charles, Illinois

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I have used Aquascape products for over ten years and always received great service. When my pond pump recently failed under warranty, I discovered that they had changed the warranty sometime since my last pump purchase. A new phrase has been added, ""Warranty does not cover parts subject to normal wear, such as impellers." Aquascape is retroactively applying the new warranty. They insisted I would have to buy a new impeller before considering a warranty claim on the pump. Technically, I am confident that Aquascape could be legally forced to live up to the warranty I was given as part of my purchase contract, but that would cost more than it is worth. It is very disappointing to lose an old friend. read more

Called to inquire about ways to make our communities pond look nicer. First words the gentleman says "I have news for ya, HOAs don't want to spend any money. The solutions I have cost minimum 100k " This before a single question about ...anything. I don't think it is news that any entity (person,HOA, etc) doesn't want to spend money. It also isn't news that any business wants to make to make money. But presumption and lack of curiosity from the word go are huge red flags when you are working with any contractor and wise to steer clear of these type of people. You should never have to beg anyone to take your business because the results are usually toxic. That definitely applies here. I get the feeling that even if your job was over 100k, this guy would be no pleasure to work with. Can't speak to the quality of the work though. read more

I bought a house that had a 14 by 6 pond. It had an Aquascape 2700 pump in it. The pump was old and finally failed. I have no issue with is. I replaced the pump with the same model. The pump failed in six months. I contacted Aquascape and found the staff very nice and professional. . They told me how to file a claim on line which I did. I gave them a good description of the problem and support for the purchase. The warranty was approved within 24 hours and I had a new one delivered to my house for free in less than a week!! . Now that's customer service!! Thank you read more

I have been using Aquascape in St. Charles for years to manage my pond. I signed up for their "silver pond" maintenance agreement this year, which was not inexpensive, and have not received the expected service that was promised. I paid the fee upfront and have had to call them to come out to do what I signed up for. This is inexcusable. I do not recommend you hire them to service your pond, unless you want to spend megabucks to have them come out regularly, which is a waste. read more

We come here every year in the summer. To get ready for the pond and for the fishes. They are very affordable and very knowledgeable about fishes ,rocks ,plants for the water it's a really cool place to check out read more

Aquascape - Beautiful and peaceful - General Contractors Near Me - Saint Charles, Illinois

We were hesitant to call on Aquascape because someone on Angie's List wrote a review saying they had called several times about their backyard pond troubles and once they made it clear they weren't interested in upgrading to a new pond, they couldn't get anyone to respond to their messages. However, we inherited a pond, or "water feature," as I guess you're supposed to call them now, with our new house last summer, and the thing has been nothing but a headache ever since. First two neighborhood kids clogged the pump by throwing stones in the pond, then the pond itself started draining mysteriously - and rapidly. We called Aquascape no less than three times, and like the couple on Angie's List, couldn't get anyone to return our calls (saying we had a "small pond" must have been our downfall because I'm sure if we had thousands of dollars worth of repairs we would have gotten a callback lickity split). Anyway, we're done trying with Aquascape, and I would recommend you try someone else too. Poor customer service from the get-go is never a good sign. Update: the day I posted this review - actually, within two hours of posting - someone from Aquascape called and left a message saying they would be "happy" to help us with our pond issues. Three weeks and nobody bothers to call, but post a negative review on Yelp and you hear back within two hours. Amazing. read more

We visited Aquascape just to get ideas of maybe putting in a pond in the distant future. This place is was amazing to spend a couple of hours just admiring the beautiful landscaping and fountains on display. We were so fortunate to run into an informative employee, Robb who showed us around and gave us so much information on the company, ponds and reptiles they had. We truly had a wonderful Sunday afternoon there. read more

Generally the staff is arrogant and unhelpful. i have called over 20 times during their business hours with no answer. When they do answer they say "we're busy with in-store sales". Often out of product. I have Aquascapes equipment but can't can't help to convert it to their "new line" which no longer fits with prior models of pumps and skimmers. primarily they are just not that helpful to deal with. read more

We have a large backyard pond that we inherited when we bought this house and it has to be cleaned every spring. Every single year, it is the same problem with Aquascape... we send in the form and pre-pay to have it done. Then we cannot get anyone to call us back to get it scheduled. Have left phone messages two days in a row now this year which have both gone unreturned. They do a great job with the actual cleaning but the customer service is so bad that we will probably look for an alternative company next year. read more

This is like Disneyland and just a fun place to come visit and it's right across from the airport

There was a time a few years ago when I believed that Aquascape was a reputable and honest company. That time has long since passed. Last year, I purchased a seasonal maintenance package from Aquascape. They spent several "additional hours" on my property fixing their own shoddy construction of my pond, all of which was still under warranty. This year, they wanted to raise the rate of that package by over 20%. Their basis for doing so? All the extra time they spent maintaining the pond last year. If that doesn't give you pause, get this...they are now charging you an 'appointment fee' (between $25-250) to shop for fish in their store this month! Unbelievable. read more

I guess I should have read reviews concerning pond clean outs before pre-paying and scheduling with them. The reviews from a few years ago would have deterred me! I also prepaid for the best clean out. I was told by Emily that someone would call me to set up a date for the cleanout. Which they did. I was told at that time, I would receive a call the day prior to confirm the date and time they would be there. Which they did. 11 am, the following day. So what's the problem and why one star? No one showed up. After cancelling my personal appointments for the day, I waited. And waited. I finally called the store around 12:45 and left a message at the office. I called back at about 2pm and was told the foreman would call me to explain "what had happened". Which he did. His explanation was 'had he known I was scheduled at 11, he never would have moved the schedule around". WHAT?? I asked "wasn't I supposed to be called the day prior and placed on a schedule?" The reply was yes, but again he explained that if he knew I was scheduled at 11, he never would have changed the schedule. WHAT?? I gave up asking questions...It was clear to me what had happened. He said they would be at my house at 4pm. I didn't want to over react. So I ended the call. I then called the office and told Emily, that I wanted to cancel the appointment. I told her I didn't believe the explanation and I certainly did not want to be the last appointment on a cold day, with nightfall approaching as they would be finishing. I would find someone else to do the work. I also told her I suspected someone either more important than me, or maybe someone complained louder than me, or maybe paid more than I did (although $585 isn't exactly a small amount) took my spot at 11. So I did schedule with another Company. Time will tell how good a job they will do. To be clear, Aquascape built by pond over 10 years ago. I am happy with that. I tend to purchase my fish and supplies from their store in St. Charles. I have always received excellent service there. But, there are a lot of choices for pond clean outs. I will not return for that service.... read more

These guys are some of the best in the business. They are innovators and their creativity is nothing short of awesome. I purchase products from Aquascape and love seeing the amazing ponds and water features that this team comes up with. Why not trust the best in the business? I can't wait to install a water feature in my yard this season! Thank you Aquascapes! read more

Hands down the most talented individuals in the country at building water features. I'm a landscape architect, and have dealt with hundreds of contractors and companies. Never have I been so impressed with the quality of someone's work. Definitely check out their facility, you will not regret read more

Inflexible, overrated, and overpriced. Shop around and save your money. I have used them for over 8 years and always felt I was being taken a little advantage of. Some good folks there for sure but their prices make no sense. I have a small pond and they used to charge me about $450 for fall shutdown and "clean-up", it usually took one person 15-20mins to do this, so if you do the math, even conservatively this is over $1000/hr! I finally got a wrench for $20 and spent the 15 mins doing it myself. Spring clean-up is even more. I think they did a decent job with this part but it's still more expensive than it needs to be in my opinion. Finally they seem to be more inflexible now .. in the past if I was a few days late in calling for the 10% discount they would give it to me. I called recently and the manager said he could do nothing for me .. they would have made $75 less, but rather they are willing to lose a loyal customer for this .. incredible! read more

We purchased a home this fall with a koi pond and needed help with the right winter game plan as the original owners would just run the water fall (expensive!) and hope for the best with the koi in the spring, yikes. Because my daughter named the 3 koi fish, I kind of want them to survive :) I did some research and saw that we needed something to provide oxygen. My husbands best friend, who built his incredible koi pond and has nurtured 5 generations of koi, suggested that I go here for an aerator asap. He said that they have everything and that they know everything. He was right! Robb was super friendly and very helpful. I told him what I was looking for and he immediately pulled an awesome aerator off the shelf for me. My friend wants to upgrade his aerator now, so funny. He also took the time to explain exactly how I should set it up. I felt very confident about what to do when I left. He said that everything is clearly explained on the box, and it is. I love super clear directions! Great experience, thank you for being an awesome resource :) read more

We have had our water feature installed for a week now and I have been contemplating what superlatives I can come up with to describe my experience and the workmanship that went into the project. It took a couple of months from the time I contracted with them and they came for the install. So if you are in a rush you may have to realize great results are worth the wait. They worked the project as if they were installing it on their own residence. Not until every rock, waterfall, and stone was in place were they satisfied. If a boulder did not look right they spent the time and energy to install it where they felt it would be most beneficial in the landscape. After the work was completed and a day later, a maintenance man came by to clean up. The next day another individual came by as the maintenance man told them that the transformer for the pump seemed to be running hot. Without any input from me they installed a new pump. I would recommend Aquascape to anyone and I'm having a ball showing this feature off to our neighbors. read more