"Worst customer service of any company I've ever dealt with. No wonder they have a 'F' rating with the Better Business Bureau! Ordered 3 replacement drain cover kits, 1 kit arrived already opened and missing critical parts. Tried contacting Aqua-Man by phone and was never able to speak to anyone. Sent an email through the website and got a reply from the owner, Scott Lake, saying he would check with his supplier and update me with a solution. Two weeks later, I emailed again asking for an update, no reply. At this point it is obvious they have no intention of correcting the problem and I suggest everyone avoid this company. "
"The timer in my old hot tub finally gave up the ghost. I was happy to find via a google search that Aqua-Man had a replacement in stock. I called tech support to insure I was ordering the correct one and that they had one in stock. The tech support who was also the supervisor was very knowegable and I was happy to be ordering the correct one. One small thing. The advertised price was 89.99 and it has not been updated since 2011. The supervisor was going to help me out and update it now. It now cost 139.00.
I was shocked to say the least. I hung up and thought it over. I stewed on it for a few minutes and called him back. I had hoped to split the difference or at least get some kind of discount. Boy was I wrong. He was insulted that I would call him back. He suggested that If I didn't like it to try to get it somewhere else.
I took his advise and ordered the EXACT SAME PART shipped to my door for 99.49
I would not recommend doing business with this company."
"THE ABSOLUTE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!! I have a customer here in NH that was hospitalized for surgery due to cancer. At sometime during his out of state hospitalization his Waterco Hydrostorm pool pump failed. His pump had been out of service for a week and we needed to get the pump up and running before the pool turned into a green swamp. Unfortunately, Waterco does not have a supplier here in the northeast. I spoke with the northeast sales manager, his name is Troy with Waterco regarding parts or a whole pump replacement and he suggested going online. I found Aqua Man pools and spas. They had the exact pump listed on their website. I called and asked if they had it in stock. This was after hitting just about every option on Aqua mans phone menu. After finally getting through to someone, I was told they had it in stock. I was directed to place an order online for my initial order (and my last order). I did this, paid for 2 day shipping since this was a rush, and then called later that afternoon (about 4pm mountain time-their time zone) and left 2 messages on different mail boxes. I was unable to speak with anyone nor did I receive a return phone call. Tuesday I called several times, left emails, and checked the status of the order frequently throughout the day. NO RESPONSES, nor had the pump shipped. Today, wednesday; I placed 3 phone calls to Aqua man, left voice mails, sent 2 emails and finally called and left 2 voice mails and an email cancelling the order. NOW THE ORDER STATUS SHOWS AS BEING SHIPPED!! However, Fedex has only received the shipping info......not the package....AND ITS BEING DROP SHIPPED!! It's been 6 hours since I made those phone calls and sent the email. I sent the email and phone calls cancelling at noon eastern time.
IF YOU WANT A COMPLETE LACK OF CUSTOMER SERVICE, AQUA MAN IS IT!! DON'T DO BUSINESS WITH THEM ONLINE!!! I CAN'T DESCRIBE HOW ANGRY I AM RIGHT NOW!! "
"Needed a o-ring style pump seal for my 10 year old Waterway pump. I also required a few other items and amongst several online businesses Aqua-Man was competitively priced and had a nice broad inventory. Placed my order and got the stuff in a timely fashion and without exorbitant shipping costs.
The o-ring seal for the pump, bagged by Horizon Pools (a large distributor that many retail outlets use) was too thick but was the right length. The groove in the faceplate was designed for something obviously thinner since the new o-ring would not fit into it even with muscle applied. The thickness was visibly different between the old o-ring and the new one.
Their tech service guy thought it was "close enough". He gave me the old "I've been doing this for 20 year routine". If I had just forced it like he said I would have cracked the $70 faceplate around every bolthole. After quite a bit of reluctant back and forth on his part he sent me a new o-ring to try but with a different part number. It was identical to the first, differently numbered o-ring?????!
I went investigating on my own. Turns out my pump had several versions and the 1st o-ring they had sent was not my version even though Horizon the distributor had it labelled with the right part number (Horizon's bad). I also retrieved more detailed info about the correct o-rings dimensions and presented this info to the Aqua-Man tech service guy. He seemed accepting of it and said he'd send an RMA to return both the o-rings. He was reluctant to try and chase down the real o-ring and tried to passively dissuade me from getting Aqua-Man to procure it (even though the correct part number was listed in their inventory). I was a little confused why he wouldn't want to clear out any mislabeled o-rings they may have gotten from Horizon and get the right stuff on the shelves.
Endgame: Never got the RMA email and never had any other calls to him returned. The o-rings are in the trash and Aqua-Man has lost my trust and my business.
ps: just had my email returned as undeliverable to the addresses listed on their website"
"I found the part I needed on their website with a picture of the part that is same as my old part and I even emailed them with the measurements of my old part and they said "It was spot on." After receiving a wrong part that is not like the picture or size I was told. It took many phone calls, months and my dog ate my homework stories to get a partial refund from them. They would not return shipping and handling even though they can not get what was pictured on the website or size of what it was told me it was before I ordered it."
"I ordered quantity 2 whisperflo replacement baskets, and recieved only one. The status of the order indicated backorder, then the order went away. So I am officially firing them forever. Not at all happy that they ripped me off. "
"Fantastic company to deal with. I first wrote with a question which they answered immediately. I then placed an order which arrived 3 business days later. Great service! I'll order from them again."
"EXCELLENT PRODUCT KNOWLEDGE
EXCELLENT TECH SUPPORT
EXCELLENT FOLLOW-UP SUPPORT
I was not sure about the part number I needed but the tech support person was very helpful in helping me locate it and the part was delivered with-in a couple of days.
During the installation I had questions about reconnecting my power source and the tech support person faxed me an update schematic and talked me through the process over the phone.
He was very familar with my Spa which is 20 yrs old. Because of the excellent service they provided, Aqua-Man will get my business in the future."
"Great prices. Fast delivery. Would use again."
"The purchase experience was great. Friendly service (phone call) and great ordering system. Item was shipped promptly and delivered as described. My spa is back in working order thanks for Aqua-man."
"Had my items in stock when most internet and local stores did not. Prompt shipping. My spa was back up and running in no time. This will be my first stop for pool/spa parts and accessories."