Aqua Palace

I'm so thankful for the patient employees who take my calls and test the water samples I bring in. This is our first summer in Nebraska and owning a pool. We bought a simple 4" x 18" Intex above ground with the idea of getting a real metal sided one next summer if this goes well. I appreciate them teaching me the water chemistry and helping me ensure we have a clean, clear pool to safely swim in all summer long. I'm really looking forward to working with them next summer when we install our permanent solution! Thanks for the awesome customer service!

I spent almost $20k with Aqua Palace, had GREAT customer service at time of transaction. My husband and I asked lots of questions and did as we were told to a "T"! I was so happy with my purchase and my experience, that I referred a family member, who as well dropped another $20k. Exactly a month after pool set-up, we woke to the pool buckled. The cement pavers we used to set the legs on cracked, shifted the pool and bent the frame/legs. Upon contacting Aqua Palace, I was told this was not covered on warranty due to our lack to and placing legs on pavers. I explained that we followed their directions (have a whole email and text thread, including pictures of our set up) and not once we're we told it must be wood. I was not asking to obtain free replacements, I was merely asking for Aqua Palace to accept a bit of the responsibility. However that was not the case, $1000 later to replace the legs and the hostility we received when picking up the legs , was the most unprofessionalism I have encountered. I love to support family owned/local businesses, however will never do business with Aqua Palace again.

We had contacted Aqua Palace in Council Bluffs about a replacement pump for an older model Marquis hot tub. We had been a loyal customer there for between 3-4 years, hence the reason we reached out to them first. After providing photos of the pump, housing and assembly, they indicated they'd contacted Marquis and had the pump and would be out to repair. Their repairmen arrived, explained the "wet end" was incorrect, they'd have to re-plumb or come back. When asked if there would be an additional service call, the repairmen said "No". However, that wasn't the case, and after already racking up $288 in a service call (for which we had nothing to show) and the looming cost of $680 for the pump, along with a second charge to us for another trip (making the total repair over $1,100 minimum - ps. there's a $30 van fee on top of the hourly of $120-$150 rate), we'd had enough. Expressing my anger and disappointment, Jennifer begrudgingly offered to split the second service call, but we were told by their agent, that wouldn't be the case. She explained, it's an older model, it's had some changes and because of that, they couldn't be really responsible, even though they had been provided pictures of the pump, assembly and housing. Disgusted, I've paid Aqua Palace the last $288 they'll see from our family and our review will be their legacy of the customer experience we had.Ultimately, we ended up using Jason's Pool & Spa, they performed the repair with a new pump with a 1 year warranty with correct wet end for UNDER the cost Aqua Palace wanted for just the pump! Yes, under $500 total. It all worked out, because now we have and outstanding Pool & Spa company to do business with.

Sold me patches that they said would work on my pool. Then once they didn't work; they did notCare and had me buy something else, which is why I asked them in the first place. Not knowledgable

requested quote for pool liner repairs for above ground pool on 9/11/23 as of today have not received any communication from Aqua Palace.

Zero Stars if I could. Very difficult company to work with. Unanswered phone calls, emails, etc. Not helpful people at all. Because of the miscommunication, poor customer service, didn't even offer to come to our place to work with us so we could visually see what the end product was going to be. So, they kept the $5,000 deposit and grossly overcharged us for an inground pool. Please check them out fully prior to working with them. We ended up paying them approximately $11,000 for a cheap above the ground pool which we could have bought through the internet for little more than 1/2 the cost. We should have just let them keep our deposit of $5,000. Watch out for this company.

If I could give them a zero I would. We purchased a swimming pool from the Pool Palace in July of 2021. We paid for purchase of the pool, preparation of the pool site, and set up of the pool. The owners son and an assistant set up the pool. They were here early in the morning (10:00am) and began setting up the pool. We were told that the pool would be set up by the time we needed to leave for an appointment at 6pm. We left at 5:30pm and the pool was not completely set up by then, and we left confident that the reputable company would complete the set up as agreed. When we came home the pool was in the incorrect spot, was not level (3 inches) and there were 2 inch creases at the bottom of the pool. When the gentleman did the dirtwork the area was level within 3/4 of an inch. The problem was they set the pool up 3 feet from where the markings were. I called the company and they sent out the owner and he said they would come out and level the pool which has never been done after phone call after phone call. The owners son stated that my husband had told him where to set the pool up which was not correct. I also complained about the many deep wrinkles that were at the bottom of the pool. When speaking to the owner, he called me a liar and stated that I just wanted a new pool. That was in Septemeber of 2021. After several phone calls, he agreed to come last summer and level the pool, which he never did. In April I had several heated conversations with his daughter and the owner and they never did come fix the pool. Now, because the pool was so unlevel on the south side, water has undercut a supporting leg and is even more off level and we will have to move pool ourselves.

Several years ago I bought a very expensive above ground pool from this place. I opted for the professional installation. This pool has held up incredibly well all these years! I even have other remodeling contractors compliment me on how good it looks compared to others they have seen. The railings are still straight. The corners are still true. If you are looking for a pool that is going to outlast your kids, THIS is the place you want!

If there was a way to give this place zero stars, I would. Their business practices include leaving half finished projects for weeks on end and refusing to respond to clients via phone or email. When confronted about a timeline, their excuses include that the customer wasn't ready, the customer didn't do what was required, or that they will finish their work when they have time. Absolutely unethical and a shame for a business. Customer service is disgusting- see direct, rude, confrontational message from business owner on other customer reviews. Clearly, they are more concerned with be "right" and having the last word than they are with providing quality work. I think it is telling that they will respond to lengthy customer complaints on Yelp, rather than being professional and addressing customer concerns in person or using private modes of communication. What a complete disappointment and disgrace. This place should be put out of business!

If you decide to buy from Aqua Palace, be sure everything, in detail, is spelled out in the contract they have you sign. Also, be sure that the owner reviews the contract with you and counter signs the contract. If not you will NOT get what the sales person says they are selling to you. I made the mistake of not reading the contract carefully. The sales person said they would put all of the features on the hot tub that we discussed and deliver to my deck for the agreed price. The sales person told me "not to worry about the legal mumbo jumbo on the back, we have you covered and will take care of you". I believed him, because he was very believable. But when it came time to deliver, the owner said if it is not in the contract then they are not providing it. I went back to the sales person and he recalls the all of the conversations we had, but he didn't put it in the contract so there was nothing he could do for me. It was a $1,600 mistake for me and a nice profit for them. I asked what if I just walked away from the deal. They said they would keep my $500 deposit and take me to court. They are rated A+ on Better Business Bureau, which I have no idea why. They have 3 unresolved complaints. And it is not easy to get BBB to write up a complaint on a company. Aqua Palace is not an accredited BBB business.