Aqua Rec's Fireside Hearth N' Home

Jaime Long

2024-04

Everyone from this location has been great. Recently bought new hot tub and everyone from sales to delivery have been very professional and responsive. There was one issue with install and they sent Caleb out same day to fix the issue. He provided excellent service! Highly recommend.

Ashley Sova

2023-11

We bought our hot tub at the Puyallup Fair. We dropped cash and they said they would have it and deliver within 3 weeks. We still do not have a hot tub. Because they took so long I thought about canceling but of course a restock fee would be charged. We have called them multiple times. They keep jerking us around. Now we are into November and still not hot tub. They said they will call on Monday. They have stated they call before and never did- so I’m not holding my breath! This is beyond ridiculous and I wished we would have gone with someone better!

Thomas Bradley

2024-04

Beautiful showroom, great staff that are very knowledgeable, and they offer financing. I recommend everyone to go to one of their locations and find what you need. You'll be very glad you did

Martin Allen

2024-01

Ordered at hot tub cover in early October. Mid-Way through December, still no cover at just get nothing when calling in. They say they'll call back but NEVER do. Finally I called the supplier and found out they didn't put the order in until over a month after we paid. Really pathetic.

NAE2000

2021-05

My wife and I have been researching hot tubs for years. In late 2019 we were finally ready to go shopping. I visited every show room in the area, and even talked with the hot tub reps at Costco. We chose to purchase from Aqua Rec in Tacoma.We liked the staff, and the sales rep (Chris, I believe). As a new spa owner I’ve called their service department on a few occasions. They’ve always responded quickly and answered my questions. We visit the Puyallup store regularly for our supplies, and have come to appreciate Kyle and his crew at that location as well.Buying a hot tub is a huge investment. I like Aqua Rec because I trust them.

Marcia Rhines

2023-12

I actually should have put zero stars. They have no customer service, and judging from the reviews, I don't think they care. I waited all day for an appointment. No one showed up and no one called. I called a dozen times only to get their voicemail. This is not the first time this happened with them, but it will be the last.ownedI

Jamey Miller

2023-10

Had them come out for a quote for an outdoor fireplace, took over 1 week and 3 follow up calls to get anything back. I sent a follow up email to their operations manager Rick asking a few questions, and that was 10 days ago without a response. So I called their office and left a VM and three days later still nothing. Business must be too good that you don't need any additional customers....

Cindy Beardsley

2023-07

Nice hot tub. We are repeat buyers. We purchased at the spring fair and had delivered a few weeks later. We were told they’d do the initial set up with chemicals and an orientation on how to operate everything. Salesman emphasized over and over that service is their priority.I’ve called several times with no return phone call. When I called yet again to set that up I was told the can service it, but would charge for it. We can take samples in or phone calls.I am extremely disappointed. At this point, I absolutely will not refer anyone to them.

Anthony Batts

2019-05

Beautiful fireplace at a great deal. The installers were very professional and installed my insert in a timely matter. As you can see my dog loves it as much as I do. Had this fireplace for over a year now with no problems whatsoever. Thanks Aqua Rec. Highly recommended.

junior roberts

2023-10

I went in to ask about parts to fix my pellet stove. I couldn’t even get them to talk to me. They were all on the phone. One guy finally said she will be with you in a moment. So I stepped back not to be rude while she was on the phone. When I saw her put the phone down I stepped back up to the counter and she picked up the phone and started dialing another number. When I looked back at the other guy he turned his back to me. The customer service in this place is a joke. The only reason I went there was because I met a guy at the fair that was working for them. He was a nice guy. Made a good sales talk. I was like why not maybe I’ll just get a new stove instead of fixing mine. Not after today I will never do any kind of business with this place again.

Diane Stojakovich

2023-08

UPDATE: Claleb finally returned my call...woohoo! Easy call, scheduled appt. Then he calls back after seeing my review and cancels telling me to find service elsewhere. Their Service Department is the WORST! Scheduled a service call for a hot tub leak. Technician came out, was not to pleased to see that our hot tub had a foam installation. He was here for about 20 minutes, said that finding the leak could take quite some time. Suggested that we let it leak and then call back in to have a follow-up call once it stops leaking, as this would provide a better idea of where to start to look for the leak. He indicated that when they come back out they WON'T charge me the initial fee AGAIN of $249, that they would just charge the half hour rate of $69.Well we let it leak down and called to schedule the follow up. First we were told by Tisha that they don't service our type of hot tub, HMMM they did on the initial visit! Then we were transferred to another person who told us to talk to Caleb who runs the Service department and is one of the ownersCalled in an left 4 messages for Caleb to call me back, HE NEVER DID.On July 26th I called in and spoke to Tisha, she was one of the rudest customer service representatives I ever have spoken to. At first she was not willing to honor what I had in writing, she asked me to send her a copy of the invoice, which I did. Then she tried to tell me that they provided me with a refund of $75.42, I went through our bank statement while I was on the phone with her and indicated that that was not correct. She then says, oh sorry, my fault that was for another service we provided to you. She then proceeds to tell me that I am rude and that they are not going to honor something like this in the future that they will do it now, but I NEED to understand that this is not the norm. She also indicated that they can come out and spend hours and never find the leak or be able to fix it ! WHAT???I repeated what she told me so that we were both on the same page. She then proceeded to explain it to me again 3 more times. At this point I am feeling like she is being extremely condescending and treating me like I am stupid. She then proceeds to tell me she is not going to continue this conversation and that she will have Caleb give me call. Here it is the next day and no call from Caleb. I call in at and am put on hold for 35 minutes waiting for him to take the call. A gentleman by the name of what sounded like Buren, gets back on the line and tells me Caleb is busy with a Hot Tub did I want to leave a message or continue to hold. I indicated that I had already been on hold for 35 minutes and that I have been trying to have Caleb give me a call back for the last 4 days to no avail. He snerkaly says well that's why I asked you if you wanted to remain on hold. I said no I would prefer that Caleb give me a call back.This is absolutely ridiculous. These people HAVE ZERO customer service skills.. All they want is your money, they do not follow through with their service and are incompetent.9

Eric Johnson

2024-04

Terrible customer service. Retail can't be bothered and quickly routes questions to their service department, which is a giant voicemail black hole.

Josh Perkins

2024-04

Just wanted to thank everyone for helping me to pick out a spa great costumer service and prices

Anthony Leonarduzzi

2022-05

Costco had a display model. Rep there was super helpful. Love the idea of less plumbing. No wood products either! The bullfrogs are less maintenance than other brands. Rick helped my wife and I come up with the perfect tub for us.It's almost been a year owning the tub and it's been fantastic.

Robert Boyce

2022-05

If you buy a spa from these guys, don’t expect any after service . The thermostat went out on our bull frog spa it took several days for someone to get back to us. It took several more for their repair person to call and order a part. It was early December and we knew cold weather was coming. We asked repeatedly for them to work with us on getting it fixed before the weather turned freezing . The repair person finally scheduled a date two weeks after the part came in and then on the coldest day of the year he called to cancel the appointment and told us it would be another two weeks before he could get to us. I’m positive there are other spa companies in the area that care more about their customers than Aqua Rec.

Stefanie B

2022-05

Several years ago, I had a terrible experience at the Tacoma location w/employees who are no longer w/the company. However, time has past and it's only fair to clean up my review when things were rectified and amazing customer services was provided. I reached out to Kyle who was very supportive. He quickly connected me to Cory, an appointment was scheduled and Cory came out. Cory went above and beyond. (Still impressed at how fast he works yet so efficient). I paid for the new part that was needed and thought it would take forever to get it (due to past experience). I will admit that I was completely wrong! Cory called me first thing the next morning and said there was an opening that day to get the part installed earlier than expected. Niko came out and right off the bat I could see that the entire wrap around service had changed. Niko took his shoes off and was very knowledgeable and friendly. I appreciated the shoes off but said you can definintely wear your shoes, especially when trying to work! He went above and beyond and even touched up areas that were noticeably needing a touch up because they all knew I was in the process of selling my house and moving out of state. The entire experience, by far, bypassed my expectations. This deserves a long positive review due to the outstanding customer support that I received during a stressful time of trying to move. If you had a bad experience in the past, I would HIGHLY recommend giving them another chance. I almost didn't but I'm so thankful that I did :)

Pam Jackson

2019-05

I purchased a thermostat controlled gas inset for my fireplace based on what the sales rep stated. He told me that I would save money on my heating bill. and after using it for one month to heat my living room I received the highest gas bill I have ever had. Due to that, I only used the fireplace at Christmas for looks. The insert has now failed to light, and after having an independent company repair it, they found a crack in the pilot assembly and the air flow wide open that caused extra heat. The insert had melted wires. The air flow adjustment was set by Aqua Rec's service tec at the time of installation. I am very sorry that I listened to the sales rep and purchased the model he recommended. They are problematic, prone to break downs, and the service department are not skilled in installation. I do not recommend Aqua Rec as a good company to do business with.

Casey Tallon

2021-05

I purchased a Bullfrog hot tub from Costco that uses Aqua Req Tacoma as their dealer. To say that the customer service has been terrible would be an understatement. For starters, nobody ever bothered to call to setup delivery (I was informed through Bullfrog that they had my spa.) It was an absolute nightmare trying to get ANYBODY to call back or even take my call to get it delivered. After about a week of endless calls, I was finally scheduled for delivery.So here we are now, I’ve had my spa for a little over a month and the interior lights are not working properly. I’ve called numerous times to the service department, been transferred to Caleb’s voicemail, been promised a call back, and NOTHING! The absolute worst customer service! They will constantly direct you to someone’s voicemail, you’ll leave a message, and never hear back! BULLFROG if you are reading this, use a dealer that actually cares about their customers!

Ken Corkum

2021-05

I bought a Bull Frog hot tub at a Costco promotion. it was delivered and the following day the electricians hooked it up. Now what? I was expecting that Aqua Rec would send a rep to explain to a first time Hot tub owner what they needed to do to maintain the chemical balance of the tub. Nada. no follow up. no contact at all. they sell, they deliver and they say adios, we have your $.

Ryan R

2020-05

I called 10 days ago for service on our Heat-N-Glo gas fireplace; the fan was noisy and we needed the regular annual service. The salesperson took my information, and said he'd give it to the service department. He couldn't say how long it would take for a service call (fine, I get it), and how long it would take for them to get back to me.It's been 10 days, and still no Aqua Rec. I called them again, and they are busy. Can't help me. Lord help the people who buy a fireplace from them and expect any kind of service when it breaks. Hopefully it isn't your only source of heat.The company I work for takes 80+ appointment phone calls per day. If we can't answer your call right away, we call you back within 15 minutes. Even a reasonable return would be within 24-48 hours when you are busy.

Page Russell

2021-05

We had a great experience at Aqua Rec, after having a very bad experience somewhere else. Chris helped us and was patient and knowledgeable. Their prices were much, much better than almost anywhere else we looked. What we thought was going to be a $15k dollar hot tub was only $9k, and came with lots of stuff included that we would have had to buy a la carte at other places (ozone filter, cover, cover lift, steps, delivery, chemicals, Thermal blanket, etc).They were organized and the purchase process was easy. They were not pushy sales folks, just seemed like good people.Highly recommend. My wife and I felt so much better about this purchase than the one we almost made at another store.

Jerrmaine Treadwell

2022-05

These people are completely incompetent and unresponsive. They delivered our hot tub in March of 2021 with a huge crack on the corner panel and a giant fork lift hole in the side panel (see photos). When they unloaded it, we mentioned the damage and they were not even aware that those obvious cracks were there. It is March 28, 2022 and we still do not have replacement panels. Aqua rec claims there are delays due to COVID and that it is not them, but the factory. We have called numerous times and have to constantly badger them. Today they finally came to install the replacement panels and BROUGHT THE WRONG CORNER PANEL!!!!!!!!!! Maybe we will have functional panels in 2025...hope the rats don't move in first.

tylerolsen75371

2014-05

this is the WORST company I have ever had the miss pleasure of dealing with. not just for stoves but the worst company EVER!!! Chris at the boney lake store couldn't care less that I took a day off to have my FOUR MONTH old pellet stove worked on, after telling me that the appointment got canceled without a call or email to me. then I had to wait another week (after the previous two they made me wait before.) he put nothing in the notes as to this being warranty work so I was charged $277 for a vacuum switch. I called billing about getting my money back was told that I would be called back in a little while and still have not heard back, this was two days ago. not to mention that my stove worked for three days and again is not working. on top of all of this, when I purchased the stove I was informed it would be in, in two weeks. I didn't receive my stove until I threatened to try to get my money back and go somewhere else 1.5 months later, after being given the run around for four weeks. I personally have no idea how this place stays in business. if you can avoid rick in the warehouse in Tacoma.......do it like the plague. he is rude, doesn't call back, doesn't know how to do his job. this company is absolute garbage

Doug Wilcox

2018-05

We had a bad experience with these guys. We bought a Vermont Casting stove that turned out to be shipped with the incorrect orifice part, so the flame was impossible to tune correctly. Our installer had to re-install it several times trying to fix the problem. I asked Aqua Rec to do the install themselves from the start but they just disappeared and stopped returning phone calls or responding to emails. Very unprofessional. I do highly recommend Ron Swenson at Seattle Fireplace - those guys diagnosed the problem and fixed the issue with excellent service and professionalism. We are out the 275$ it cost us to have Ron fix what should have been a warranty issue.

calvin glomstad

2017-05

From Jim in Gig Harbor to Caleb in Tacoma to Cory the service tech.,the interaction was professional and courtious. Jim was interested and helpful in trying to solve my gas fireplace problems at the store. I ended up scheduling an appointment through Caleb in Tacoma. He was great to deal with over the phone and met my scheduling needs. When Cory arrived at my home I was not there. He called me and waited for me to arrive. His attitude was cheerful and his depth of knowledge and experience was key. He solved my gas fireplace problem and offered some advice on how to prevent it from reoccurring. I highly recommend Aqua Rec.to anyone looking for a trust worthy company.

Megan Russell

2021-05

After a terrible experience with another hot tub company, we stopped in Aqua Rec's a little sceptical and weary about the entire hot tub buying experience. Chris Kovacs helped us and was absolutely amazing. We bought a hot tub that we thought was WAY out of our price range but it turned out that everywhere else we were looking was selling extremely overpriced and low quality products. Due to COVID-19 we understood that there would be a wait for getting our tub, however, a month later the hot tub was delivered and installed at our house. Other companies couldn't guarantee delivery for another 8-9 months! The delivery team was also amazing. They arrived a bit earlier than expected and instantly got to work. We had a bit of an issue maneuvering the tub into our gated courtyard but the delivery guys made everything look smooth and easy.I would definitely recommend Aqua Rec's! We will definitely be referring everyone we know to buy their hot tubs here!

Stacy Brandes

2022-05

My experience with Clint and Rick at Aqua Rec was just simply fantastic. From the start of our discussions on the spa my wife and I wanted, selection of features, delivery to relaxing in our new spa was easy and pleasant. Keep in mind that COVID really impacted folks and businesses across the country so the delivery from time of order was about 9 months but Clint briefed us on that at our first conversation. The team from Aqua Rec that delivered our spa was professional and did a great job. The quality of the Bullfrog spa is top notch! Anderson Electric did an amazing job getting our disconnect switch installed and the final electrical connection to the spa. I looked around locally in Kitsap County where we live and Aqua Rec not only had better customer service but the price for the exact same spa with all the freebies and accessories was hundreds of dollars less than in Kitsap County. All said and done, I couldn't be happier with my experience with Aqua Rec and their staff.

Heather C

2022-05

Chris Kovacs was an awesome salesperson and made sure both stoves were installed at the time needed. He answered all my questions and was extremely professional. Cisco installed my stoves and was amazing. Very knowledgeable and thorough.I would 100% purchase a stove from aqua rec.

Lynn JD

2013-05

I was sold a pellet stove that was defective. I had many service calls which cost at least $125.00+. Finally when the stove began sending smoke into my home, I shut it off and took it to the dump. This was a quadrafire pellet stove and had a good reputation, however, the AquaRec staff were not only unethical, but actually lied. I was told by the salesman that the blower was so quiet, I would not notice. I could not carry on a conversation in the room with the stove on. I am done with that company and I strongly suggest no one use them for anything.

Kirsten Basco

2021-05

Went here to look for my first hot tub and had the pleasure of working with Clint. He was beyond helpful with the entire process and gave us the ultimate hook up. When the tub was delivered a couple chemicals were forgotten but once again Clint made good on the deal and went above and beyond to ensure we were well taken care of and had everything that we needed.