Aqua Quip - Shoreline

I previously left Aqua Quip a five-star review because the sales experience was excellent. The team was friendly, knowledgeable, and very convincing. I specifically went in looking for a hot tub that required fewer chemicals. With three young children, that was extremely important to me. I was encouraged to upgrade to the newest Jacuzzi model with the Tru system and was told repeatedly that it would be the solution I was looking for. I even went against my better judgment — I had initially leaned toward a more established, time-tested model — but I trusted the staff and their expertise in case anything went wrong. Unfortunately, from the day it was delivered, the hot tub has not functioned properly. It does not hold chlorine, and I’m now convinced the technicians and staff do not fully understand how to maintain or troubleshoot the Tru system. I’ve received little to no meaningful guidance. At one point, a technician’s recommendation was simply to add chlorine every time we use it. While that temporarily helped, the issue persists. To date, I’ve completed four water changes, four filter changes, and four At Ease cartridge replacements — and I’m still struggling to maintain proper chemistry. I have had an open support ticket for nine months with no real resolution. Communication is slow, often taking days for a response. What I’m left with is essentially a $20,000 paperweight that my family cannot safely use. To now be told that the factory warranty has expired and that any further correction is on me is incredibly frustrating — especially given that these problems began on day one. I hope this review encourages Aqua Quip to step up and stand behind the product and the advice that led to this purchase.

Would give them zero stars if I could. We have been trying to get our pool cleaned since August, and this has been one of the most frustrating service experiences we’ve ever had. After multiple calls and emails with no response, we finally heard back and were asked to put down a $300 deposit, with the assurance that someone would be out within the week. That never happened. Three weeks later after multiple attempts to get updates when they would be coming, they scheduled a visit for a Wednesday and never showed up. There was no communication explaining why. After another week of silence, I called to cancel the service and request my deposit back. I was told someone would call me back — they never did. Then, following day, they suddenly showed up at my house unannounced to clean the pool. At that point, after months of no communication, I had to turn the technician away because I no longer want their services and simply want my deposit returned. I have reached out multiple times to speak with management and have still heard nothing. This is especially disappointing because we’ve used Aqua Quip in the past without issue. As of now, I still have not received my $300 deposit back. Extremely disappointing, unprofessional, and frustrating.

I bought a hot tub from Shoreline location in August. The purchase process had some red flags that I should have paid more attention to. First, they sent me photos of a hot tub as an "example" but it turned out to be the wrong color. The actual one I was getting was more brownish and they only showed me those photos after I was ready to buy. So I ended up having to get a more expensive unit to get the color I wanted. They also told me electrical installation would happen within a few days of delivery. After I bought it they said actually it would be 2 to 3 weeks because they only had one worker. When I found my own electrician and canceled their service, suddenly they had availability for a few days later. Third, at delivery some parts were missing (the thing that holds the filters and a cap). Had to drive to the store to get them, though the employee did stay a few mins late to help me which I appreciated. But the biggest problem was the smart cover I ordered. They promised it would arrive in 4 to 6 weeks. At 6 weeks I heard nothing so I had to reach out myself. Got a vague "Ill try to find out" response. Called the next day, same thing. Asked them to call me back with updates. They didnt. At 7 weeks I emailed again, got "nothing yet, Ill ping people again." I asked for daily email updates and got two of them then silence. Week 9 they finally delivered a cover but the wrong one! I had to call them again a few times and then wait another 3 weeks for the correct one to arrive. When I asked for some compensation for all this, Erica (the store manager) said providing a loaner cover while I waited was enough. The regional manager apparently agreed. Note that a loaner cover is provided to everyone waiting for a smart one so it can't be a compensation.

Super happy with the company. there is always someone there to help in the store or even on the phone. Very professional, friendly staff. i routinely get my spa water tested and pick up chemicals, filters and supplies