Aqualisa Showers Arvostelua 13 482

Efficient and on time.

I needed to get a replacement for two showers which have had the same issue ie very weak shower pole adjusters with seals that break easily.. When I spoke to Customer Service they were very understanding and reordered replacements immediately. I mentioned that this was not the first time this had happened so Melody said that I should send the broken adjusters/ seals back so that they could see how these could be improved. I thanked her for swift attention and care and have done as she suggested.

Jack was good on the phone. He explained the tests to do with the shower. Amelia explained the repair options,giving me the engineer option which I took. Tariq arrived on time (always good), put his overshoes on (always good) and fixed the shower with no fuss. Job done and one very happy customer. Thanks to all at Aqualisa.

Our shower developed a leek within the guarantee time but unfortunately we had not filled it the guarantee! Aqualisa provided the part at cost price which seems very fair.

Well for a brand new shower we were very disappointed that we had to call you out due to defects, shower only fitted couple of weeks ago. Engineer only rectified fault today so as yet I can’t tell you if it’s going to be any better or not.

Good all round response and communication,and repair of the shower…
All good as far as my dealings with Aqualisa go.
Thank you

Teresa was very helpful and made helpful suggestions and offered sensible fully costed options.

Professional, polite and a pleasure to deal with

Good communication & regular updates, fast delivery of product-Happy Customer.
Thank you

Engineer on time polite and did a good job

The engineer was brilliant, but your telephone number is badly organised and and also your web chat line was something of a waste of time. The only time I got some satisfaction was when I actually spoke to a friendly and competent person after a long wait.

I called Aqualisa as our shower had a fault. Tom provided excellent service; he was knowledgeable without being pushy. Tom followed up my call the following day, and again wasn't pushing me to make a decision. We decided to go ahead and Tom provided all the information needed to finalise the situation and book an engineer to fit the shower. Can recommend this company and really appreciate the service received from Tom. Thanks!

The customer services representative was very helpful in explaining my options re my faulty shower system

Engineer arrived. Identified issue immediately and resolved it.

Answered the phone, and parts arrived promptly.
Thanks

Excellent great communication and result in replacing unit

If zero stars were possible, I would give them. Shocking service, lack of accountability and inhumane handling
My experience with Aqualisa has been distressing, unacceptable, and is still unresolved more than six weeks later.
On 3 March, an Aqualisa engineer attended our property to deal with a leak from a shower pump located in the loft. Aqualisa were fully aware that my mother had passed away that same day, and that we had family visiting from Australia who were staying with us around the funeral period. Despite the circumstances, we proceeded with the work as we urgently needed the shower repaired.
To be fair, the first engineer was excellent. He recommended replacing the unit and the bathroom control. We were out of warranty and paid £814 in full on 3 March. The new unit was installed successfully, and we were told the shower could be used safely until a short follow up visit to replace the control.
That second visit took place on 13 March. Two operatives attended for what was described as a quick job (it took less than 30 minutes). During this visit, one of the operatives put his foot through our loft ceiling, leaving a large hole with the landing ceiling hanging down and unsafe. Photos were taken and we were told someone would contact us. No meaningful apology was given.
From that moment on, Aqualisa effectively disappeared.
Despite repeated phone calls and emails, no one came back to us. We were living with family in the house, visitors from overseas, and a damaged ceiling visibly hanging down in a main circulation area, while trying to manage bereavement and funeral arrangements.
Eventually, I spoke to Sophie Springett, Customer Technical Support Representative, who — without inspecting the damage or arranging an assessment — alleged it was due to water damage and suggested it was our fault. We were told to claim on our own insurance and that Aqualisa would “consider making a contribution”. This was stated without evidence, without apology, and without any acknowledgement that their operative caused the damage.
This communication was deeply upsetting and sent during the period of my mother’s funeral, despite Aqualisa being aware of the situation. The lack of empathy was shocking.
Aqualisa eventually passed the matter to their public liability insurers because I refused to claim on my insurance when I considered it their liability Allianz, told me not to contact Sophie anymore and they were dealing yet Aqualisa have repeatedly failed to respond to them, causing long delays. I call Allianz on a weekly basis and they keep telling me they are still waiting for information from Aqualisa. When we called Allianz today, we were told the person currently dealing with our case is still in training, no loss adjuster has attended the property, and nobody has assessed the damage.
Six weeks on:
• Our ceiling is still damaged and unsafe
• The landing ceiling has been hanging down
• No qualified person has attended to assess the damage
• No repairs have been arranged
• No apology has been given
• A formal complaint has been submitted to Aqualisa with no response
Good products mean nothing when a company refuses to take responsibility for its own contractors, ignores bereavement, and leaves customers living with unsafe damage for weeks on end. I have two showers in my house and this was my fourth Aqualisa as I have always loved the product and just replace the unit when it no longer works
This has been one of the most stressful and upsetting customer service experiences I have ever had. I would strongly advise others to think very carefully before using Aqualisa. I will fins another shower manufacturer when the two units I have now which are both under warranty need replacing

Really good customer service once you manage to get through to speak to someone. Their phone lines were very busy and on the second attempt & ringing first thing in the morning, I was informed the waiting time was 1 minute but then as I held on the waiting time kept increasing until I was told it was 10 minutes. They don’t have a free phone number so it was costing me money. So I decided to go onto the website live chat which was great. After an online chat they arranged for someone to ring me. I did receive a phone call and they booked an appointment for a service engineer to come to my house. The engineer Lee was extremely helpful and had brought another shower unit with him to do a straight swap. Unbelievably the unit was faulty so he had to put the original one back on. Lee seemed to think the problem is the water pressure coming into the house (a problem he’s encountered numerous times due to the water companies reducing the water pressure ) so it wasn’t actually the shower that’s causing the problem. He was very helpful and courteous.

Shower needed a new upgrade panel although just over a year old. But new technology req. Alex very friendly explained what needed to be done & this wld rectify problem. Friendly, let me know when arriving, very pleasant guy. Happy with out come

I got a call back, a clear and helpful reply. It all went very smoothly.