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  • One HUGE issue, I love these guys, which is why I called them for more service. I was very clear when I called to schedule what I was calling about, that the part was hard to find and that I didn't want a technician coming out without the proper part. I asked them to call and confirm that they had the part the next day. They didn't so I called them, they confirmed they had the part for the my bathtub. I called the day before the service to make sure they REALLY had the part for my bath tub... they checked with the parts department and confirmed they did. I called the DAY OF my appointment at which time they contacted the technician who again confirmed he had the part. When the technician called me to say he was on his way I asked HIM if he had the right part, he said "yes, the cold water valve on your washing machine" I nearly lost my mind. That was what they fixed last time they were at my house... by this call I had already wasted 6 hours at home waiting for the tech when I could have been at work. He asked if he could still come to look at the tub faucet and try and track down the part. He did and he showed me his work notes which clearly stated he was to replace the cold water valve on my washing machine. I was livid, not at him but at whomever kept telling me one thing and apparently telling everyone else something else at aquascience. He spent some time on the phone and found out the proper part was in fact at the parts department but being told he was fixing my washing machine of course didn't bring it. Now I have to spend the larger part of my day off to go through this again. I understand mistakes, but I went above and beyond to make sure I was clear, they were informed and that they had multiple opportunities to come prepared. NOT cool. I was a huge proponent of this company until this blatant lack of attention to detail and poor communication.
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