AquaTech Pool Systems

I have an automatic pool cover system that has been problem-free since it was installed several years ago. My pool's cleanliness is dependent on the automatic cover as it prevents the debris constantly blown by the wind from all of my neighbors' trees. Last week, I attempted to close the cover after leaving it open overnight and it would not closed. Under the motor cover, I found broken screws. I started to call pool cover companies. All of them gave me about a week wait for service. Aquatech came in first for availability, but one week was still too long to leave my pool uncovered. I made the appointment as I was left with no choice. As I fretted and imagined how much debris would be blown into the pool water, I received a call from Bryan two hours later. He happened to be in my area and could come in 30 minutes if I was available. His call was very timely, his service was quick and to the point. He arrived promptly, was very polite, and certainly knowledgeable about his trade. I was very pleased with Bryan's action and I commend him. Bryan, thank you.

We love our new pool cover. Unfortunately, after only having at two months in the middle of winter it now has two holes in it. The repair tech is here now so we'll see how this goes. I will update when I have more news.
Would've said five stars but now I'm not sure? Karen

2/24/2020
Hi again. Update: AquaTech sent an employee out to photograph the pool cover and tears. While they could find no reason for the tears, (their best guess is the pool hose got caught in it while uncovering) it was determined it was not a defect so it was not covered by the warranty. Our only option was for them to repair the vinyl with patches at no cost.

I spoke to the CEO, Bruce, and asked if we could purchase a replacement cover. They sent us a quote for replacing the cover at wholesale. We have 30 days to decide.

So, will these patches hold? Will it tear again? We'll see. We are expecting our first grandson in May and his safety is our first priority.

Buyer Beware. The vinyl tarp is not part of the covered warranty.

Or threatened at all. Just sharing our horrible, no good, very bad, horrible experience. It truly is a cautionary tale.

PLEASE NOTE: You may be able to get Coverstar Safety Pool Covers to service your pool cover and still get coverage under the manufacturer warranty. Please try them (925) 240-0054. I was able to do this after getting no response from AquaTech and then finding out that they shut down.

Avoid this company at all cost. Horrible customer service. They don't return phone calls or emails. They damage the tiles on my pool I refuse to claim responsibility.

Aquatech did my pool cover installation as a subcontractor from my pool installation last year. The initial installation seemed to work ok. I noticed some screws missing and some coming off so I asked them to come to fix those along with some pin holes. They were not a part of the warranty so I was done with paying for it out of pocket.

When they left, they said to keep the cover open for the adhesive to dry. The next day when I try to open and close the cover, it was stuck and making strange noise. I took a video and sent it to the tech. He told me to not run it anymore until they get back out because they're shifting dog was not engaging.

When he came out he confirmed that the shifting dog needed to be replaced and wasn't sure why it would not work given that is relatively new. When he tried to put my travel team tile back on the pool cover housing he had trouble doing it and jammed it in there. At some point he also jumped on top of the tile to try to get it back in. He told me if I needed to open and close the pool to remove the tile and manually engage the pool cover. When I came back out to check his work he was already gone but I noticed that the tile was really jammed in there and I could not remove it. Prior to this visit for over a year I have been able to move the travertine tiles in and out.
I sent the company email to show them that the tile was not placed back in properly and asked if they were going to be able to remove this when they come back to install the new parts without breaking the tiles. No response. Eventually they came out when I was on vacation to fix the cover. When I got there they left me a note saying that they actually didn't replace the part as they had told me they would but I said just move the mechanism around and now it is working. I went to check the tiles and they were a bunch of chipped and broken parts around the area that they were fixing.

I sent them an email with all the pictures mentioning that they broke the tiles and asked when they were coming back to make the tile repair. They ignored me for weeks even though I called their office and sent emails. They eventually told me that Bruce the owner responded already which he didn't. I asked him for an update and he responded saying that he got in touch with my pool installer and that it was his fault for installing the tiles to tight so he should fix it.

I called the pool installer and he basically said that Bruce blamed him for something that he installed a year before that work just fine when he left. He said if Bruce wants him to replace the tiles he would have to pay him $1200. I relayed the email message to Bruce. He proceeded to ignore my emails and phone calls for weeks. This all started mid May. I finally emailed Bruce at the end of July telling him that if I don't hear back from him I'm going to have to take some legal actions and write review for what I think it's pretty bad service.

He finally reply saying the only reason he hasn't responded to me was because my claims were ridiculous. Maintains that is the pool installers fault and says if I file an insurance claim that is fraudulent. In the same email admits that he broke one tile and has pictures to prove that's the only one they broke. So this whole time he knows he damage my property never admits to it, doesn't bother to call me to apologize or attempt to fix the tile he broke, and still blames me. This is pretty horrible customer service. When I told him I would file or a claim with my insurance he basically told me it would be fraudulent.

I've talk to the pool installer and he is completely supportive of any information he needs to provide to my insurance company for the claim. He is no longer working with Aquatech as well because he said because of situation like this where it is clear that their customer service and quality have taken a major decline. I have attached the picture below for your reference.

This is our third time using AquaTech, and we've been very pleased every time. These folks are pros.
Today they replaced the pool cover on our ~25 x 50 foot pool - no small job. Even though it was about 103 degrees on the pool deck today, Dan & Devin worked steadily through the morning until the job was done. They gave us good advice on how to get the most life out of the cover, how to maintain it, and answered some detailed question on fine points of adjusting the mechanism. Our pool is not as square as it ought be, they patiently opened and closed the new cover and fine tuned the adjustments until everything worked smoothly. They finished with a thorough clean up, and reset the pool furniture.
And they were great with our dogs.

This review is hard to write as a single entry. It should be two reviews.
They deserve 4 stars for the initial installation and quality of their cover (minus one star for the semi-ridiculous cost and poor scheduling). However they don't deserve any stars at all for their service. As others have noted, and I found on our installation, they are unable to honor the service and maintenance of their product. When anything goes wrong, it seems that they are incapable of providing service in a timely manner. The cables for our cover seem to have jammed, and we were given a service date 12 weeks out ! That means that we won't have our cover for almost the entire summer ! We actually had to buy one of those solar "bubble wrap" covers (at a cost of $150). It makes me wonder how long I would have to wait if I wanted to buy a new cover, I suspect much less that 12 weeks. So, 3 stars for the install, 0 stars for the service, averages out to a very, very generous 2 stars.
They seem to be completely unable to manage their scheduling.

I had AquaTech install a pool cover in 2008. It worked great and customer service was very responsive too. In 2017, I had to have a replacement due to normal wearing. The new cover works well and this time, I signed up for the preventative maintenance plan. Every year, they come to inspect the cover and parts. By signing up for the plan, my warranty is extended. This time, Dan serviced the pool cover. He noticed that we accidentally left the valve open and water was being pumped out of the pool. He took care of it and made sure to add water to the pool. Great service!

I am writing this review on behalf of my mother in law. These are her words, written under my account.

Brandon and Matt came to my home today to replace my pool cover. They were strong, presentable young men who displayed great teamwork. Their display of knowledge built confidence in the company and their product. Also in this day and age to find two young men not having a slip of the tongue with offensive language was quite refreshing.

I'm glad everyone is having a great experience with AquaTech. My experiences have not been as positive. They seem to have a problem returning calls, don't do a great job with repairs, make me wait weeks to return and then try to charge me for it. They then act like they're doing me a favor by "waiving" the $500 service charge to repair their faulty work. I had to call Coverpools to get a new vendor, which has been extremely responsive and came out next day.

Communication is atrocious. I'll call in, leave messages and then get some random email with an appointment that wasn't coordinated from a machine account. That's if I'm lucky enough to get a call back.

If you want to speak with someone who is less than friendly, doesn't return calls and makes you wait 3+ weeks for service, AquaTech is your spot.

120% satisfied. I have had an existing automatic pool cover for over 15 years and it was problematic. Rats would chew on the ropes and we would constantly need service. I had aquatech install their new stainless steel cable automatic pool cover system and bench in January and I couldn't be happier. Gina in the office scheduled their territory manager to come out and meet with me within a few days. I received a written estimate that evening. Their price was competitive with their top three competitors online. I really like the fact they offer cables instead of ropes. The entire process only took 3 weeks. I will save you the time, no need to shop anywhere else. These guys are the best. I love my new pool cover! Absolutely no issues from start to finish. Thank you aquatech team!