Complaints

This profile includes complaints for Aqua Rec Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aqua Rec Inc

  1407 Puyallup Ave Tacoma, WA 98421-2326

  
• 

  Aqua Rec Inc

  1221 Regents Blvd Fircrest, WA 98466-6032

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went In the store to buy a bran new hot tub they sold me a floor model which was apparently never used. Got delivered to my house the filter were extremely dirty from Someone else using it scum line and faded pillows. And I purchased new and they insisted it was new. Called cause I had some lights not working repair man shows up 2-25-25 and tells me and my wife this hot tub is not new and its 4 years old already. I came in to buy a new hot tub not a hot tub thats 4 years old called and they refuse to do anything and wont return emails or calls.

  Business Response

  Date: 03/28/2025

  Customer signed two different contracts and did receive both tubs on the contracts. We have sat down with *** and Mrs. ********** since their BBB review was submitted and come to a resolution that they are very happy with. After sitting down and going over details we all agreed that there was some miscommunication on both ends. We upgraded the customer to a brand new 2025 model, all parties are satisfied with this. Thank you. - ***** ******

• Initial Complaint

  Date:10/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i started with aqua rec 2 years ago i signed up to have a pool and deck done. the company told me when they finished they would put my fence back up that they took down to put my pool up. i eventually after many months paid someone 300 to put my fence up. the contractor they hired to do my deck and steps left me with stairs that are not safe that i was assured by text from ***** at aqua rec they would get fixed and they have not. i was told from the contractor they hired they would put up my slide and i eventually paid a company 300 to put up and connect my slide to the concrete. there was a damaged spot on the concrete deck i was told would be fixed and it has not. while the contractor had his crew at my property they put all their equipment on top of my hot tub cover and now it has a big dip in it that i have in text them saying they would bring me out a new one and they have not done that. when the city came out and seen the steps they told me if i put up a rail going up they would pass the steps that cost me 500 dollars. they did say even though they passed it that it should still be fixed that someone could trip going down steps that are uneven. i have called and emailed and texted and most times i get no response back. the tiles around the pool were horrible with grout dripping down in lots of areas they did finally send someone to fix he did the best he could but i paid **** extra for a bad tile job and even though it is better it is still bad. the company they used to mix gravel had gravel all over the top of our roof over our deck in back that we got someone to go up and get it all off for us to clean up. the crew constantly left garbage and food in the back that we cleaned up. to date they have not rectified anything

  Business Response

  Date: 10/25/2023

  *************** to the complaint made by ************************* (ID # ********) in response to the complaint she made on the items listed in her complaint:

   

  1.) The comment made that "Aqua Rec's" would put back the portion of fencing back that gave us access to the back yard.  Yes, this true, if this fence she is alluding to is the small section in front of the house.  If she is alluding to the rest of the fence, then no that was not a part of the pool contract.  If ****** had to pay $300.00 to do the small section that was supposed to be put back up, then I will make that right to *************  Maybe a good solution is that I can delivery $300.00 in pool chemicals to her?

  2.) The stairs we will need to meet on and discuss, as this is the first I have heard about this.  Handrails for any stairs were not a part of the decking, but I would be glad to meet and discuss with *************

  3.)  The slide:  Off the top of my head, this, again, was not even a part of the contract with Aqua Rec's.  I will talk with *** and see if he said he would put the slide in?  Again, I would love to meet and discuss.

  4.)  Damaged spot on the concrete:  I am unaware of this as well, but we can discuss at a meeting.

  5.)  Hot tub Cover:  same as #4, as I am unaware of this, but we can discuss at the meeting.

  ******/BBB:  I suggest we set a meeting to discuss the above items so we can get these items addressed the best we can.  A couple of things to explain some (possibly) of the mis-communication as well, as we have also been dealing with several  things as well, not limited to:  1.)  we had an employee pass away that rocked that department for a bit, I too have in the hospital ( 3 surgeries) with blood clots so I also have been away from the business for awhile, plus just a very difficult arena finding people who want to work.  It is a challenge, and although we are so thankful for the employees of Aqua Rec's, that is the most difficult challenge most businesses face. 

  In any event, I would love to schedule a meeting to address the above issues and get ****** happy.  Please let me know when a good time would be to meet, get the above addressed, as we want our customers happy.

  ****** can email on a date that works for me, as I am back to work now and have the health issues behind me, *************

   

  Thank you!  *********************** (Aqua Rec's)

   
  

   

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/25/2021 I had a freestanding woodstove installed in our house by Aqua Rec at a cost of $4,142.36. At the beginning of 2023 I hired a chimney sweeping company to clean the chimney and do an inspection which resulted in them finding that the chimney liner had been installed incorrectly and poses a fire risk. On 01/14/2023 I contacted the store manager at Aqua Rec and sent him the pictures. He said he would forward all the information to the operations supervisor. I have not heard back from anyone there even after numerous phone calls and messages left for them. We can't use the stove because of the risk of a house fire and we need them to come fix it and make this right. I will include the pictures I have showing how the chimney liner T does not line up and because of this there is a 3-4 inch opening at the bottom that will allow burning debris to fall down inside the old chimney. Thank You ***********************

  Business Response

  Date: 02/28/2023

  I need to forward this to the install department for review, today 02/28/23 is the first time I have seen this.

  Business Response

  Date: 03/03/2023

  We went out and replaced the chimney liner for this customer yesterday.
  *****
  
  
  

  
  

• Initial Complaint

  Date:12/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In mid-September my 2 y.o. hot tub (spa) couldn't regulate its temp.I called the manufacturer and they advised Aqua Rec in ******** is the company designated repair facility. I called them and 2 weeks later they came out to evaluate. At the evaluation they said I needed a new control panel. They would order one and it would take about a week to come in. They would call me when it came in. No one called. I called them and they said they could not come out for 4 weeks. I spoke with the manager who said they were understaffed and this wasn't "spa season" anyway. I said I needed the spa fixed because we had company coming for a visit. They came out October 19th and discovered the control panel was not the issue. I needed a new computer system. He would order it and it would come in 1-2 weeks. They would call me to set up the next appointment. No one ever called. When I called them they said the part was not in yet. I asked to get an appointment on the schedule since they took so long. After much back and forth they finally came out December 7th. This is now almost 3 months into my first repair call. On the 7th is said the computer didn't work and that they had the wrong one. He would have to order the right one. For a company that has already been out twice and knows what spa I have, how could they not know the part was incorrect? Why are they wasting my time with visits that only highlight incompetence? I called the spa manufacturer and they said they would contact the company and have them call me right away with a solution. No one called. Here we are approaching mid-December and I have family coming for Christmas and still no functioning spa. Please help. Aqua Rec is not dealing fairly or ethically in this situation.

  Business Response

  Date: 12/20/2022

  We have been out several times on this particular job, 09/21, 10/19, 12/07, 12/14, and have it scheduled again for 12/22 weather permitting it is snowing in that area. All visits have been under warranty. We have cancelled jobs to schedule this one. The factory sent us the wrong part, a European version of the correct part, it is identical to the correct part just wired differently so there would be no way for us to know the difference. To say we are incompetent is a little harsh. We do not have any control over how long it takes the factory to send the parts, there have been several delays since COVID.

• Initial Complaint

  Date:10/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See letter attached

  Business Response

  Date: 12/13/2022

  Refund to be issued

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we purchased what was supposed to be a new spa on 8/21/2022. when *** arrived at house way later than appointment in pm it was wrong color. ****** looked like he was going to have a **** attack so i gave him some water. after all this we reluctantly said ok about wrong color we will settle for it. once tub was in place the power inlet was not were they said it needed to be... its in concrete. now I need to dig up the power and replace. we noticed damage to tub on two sides one of which was a 1" drill hole from a prior installation. guys lied and said the water in it and the drill hole was from testing and they would replace the 2 panels. I also wanted lid to open a certain direction( at time of purchase I was told any of the 4 sides it could face) and at first he said ok then later said it could only go on one side. I noticed the holes in the tub already( tools still on truck) mandating only one side because the panel would need replaced. sun going down I said ok and they installed the lid i signed the delivery sheet and they left. the next day i tried to open tub and lid wedged against house. took me and my wife to close it. looking at the "new" tub in good light it is dirty. calcium build up on pillows and water fall and debris in filter compartment but no filter in it. took a ton of pictures. later I took out my trash for pickup and just happen to look in my delivery box... here is a dirty damaged very old Hot tub filter( no wrapper) in it. no calls no hey this happened nothing. all around scam by ***** and his company. we purchased from the owner... no sales man... the owner. not calling us back. we have a $15000 frog pond. I have not done a thing to the tub... its unusable

  Business Response

  Date: 09/19/2022

  The Spa has been swapped out for the color the customer ordered and the customer is satisfied.