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Business Profile

Private Pool

Aqua Haven, LLC

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Aqua Haven, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Aqua Haven, LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In May of 2020 we purchased our swim spa from Aqua Haven. At the time the spa arrived, it was delivered and dropped off the back of the truck. 2 of my neighbors who saw this along with me came over because they thought something had exploded off the swim spa. One neighbor stated that there is no way that is the correct way for that to come off the truck. I immediately called Aqua Haven and voiced my concerns and I was told to not worry about it and that it would be fine. 13 service calls later this is not the case. We consistently get ignored by calls not being returned, just the latest is for over a week my husband has left messages for the service manager because we were overcharged $90 for our service call because the service tech forgot the skirting for the spa and had to go back to the store to get it. This is a constant with this company about not doing right by its customer. I ordered this spa for therapy due to being wounded while deployed, as a Veteran some therapies like aqua therapy are not readily available for us and we have to pay out of our own pocket for our treatments just to survive life. This is disgusting that this company has taken advantage of a veteran to this level. I want an apology and that they need to stand by their product and acknowledge that from day one this swim spa has had issues. Thirteen service calls are excessive when it is not for regular maintenance. From not delivering it correctly, not setting it up correctly, to bed service since they need to make this right.

      Business Response

      Date: 09/20/2024

      We do apologies for the 7 service calls on record with our service department. All the service calls have been cover under manufactured warranty and have not been charge to the customer. We show these calls have been electrical and skirting repairs, which would not have anything to do with the delivery process and didn't start till 3 years after delivery. Again, we understand your frustration and will always honor the manufacture warranty. 

    • Initial Complaint

      Date:05/19/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/16/2024 I paid a down payment of ********* to Aqua Haven for a swim spa.Later I discovered I was totally lied to by both **** and the owner of Aqua Haven.. after several attempts to talk the owner **** called we discussed how he had lied to me. One of the lies was that there was a local store in ******* where we were so it would be convenient for me if I need any help with the spa. This was at a spa and swim spa event in ******* I live in *******. Finally talked to the owner more than once each time I was promised a full refund very quickly.This man has lied and lied to me. All I want is my money back in full as promised.Sad all I wanted was a swim spa.

      Business Response

      Date: 05/21/2024

      The purchase agreement shows where our store locations are located at in ************* and *******, **. Customer was aware of this at the time of purchase and signed two documents with our business information. Received a packet with detail information with our business card, coupons all stating our store locations. ****, was refunded in timely manner after her cancellation was requested. Aqua Haven shows the check has been received by certified mail and has been cashed. Please contact our store in ************* at ************ if you need anything else.

    • Initial Complaint

      Date:07/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a hot tub from Aqua Haven, LLC on June 25, 2023 at a sale at the ********** State Fairgrounds. When it was delivered, the power cord was cracked, damaged and inoperable. I left several voice messages with both ******************** in *************, ** and the service center /dealership in *******, **. They finally sent someone out the following Wednesday, June 28th to replace the damaged plug in. The rep plugged it in, but didn't verify the hot tub worked as the heater button doesn't do anything. There is an error code on it, but it doesn't turn on when you push the heater button. We have left several voice messages with the dealer/service center in *******, but no one ever answers the phone or returns our calls. We call the corporate office in ******** and they tell us that the ******* service center will call us, but no one ever does. We left them two phone numbers to reach us, so they have every opportunity to call. Tomorrow, it will be 2 weeks after the sale and we still do not have a working hot tub and no idea if or when anyone will be back to troubleshoot the heater not working. Thankfully, we found out before we moved forward with a pool. I would NOT recommend buying anything from them in the future.

      Business Response

      Date: 07/18/2023

      Customers purchase a hot tub on 6/25. They took delivery on 6/25, evening know the cover would not be on delivery. Deliver crew brought out the hot tub cover on Tuesday 6/27, following the delivery with new GFCI cord. Hot tub, was sending code to the topside after and wouldn't heat over 88 degrees. On 7/1 customer spoke with our store. Then on 7/6 with our service department. Our service department sent parts to the service techs in *******, ** who would handle the repair. As of 7/18 the customer hot tub is up and running just fine.

    • Initial Complaint

      Date:09/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      For the last year and a half we have had constant trouble with our hot tub that was purchased in September of 2019. It worked for one year and the control panel and other parts keep breaking and have been covered by warranties. The company does not send a service technician timely and they Charge outrageous prices to have a service technician replace the warranty part. The same control panel has been replaced twice and now the panel and the hot tub itself has quit working. We have been trying for over a month to get it fixed yet again. They want to charge $600 service fee for anyone to come fix it with their faulty parts still under warranty. I have emailed them and called multiple times only to be told they are working on it. We know the control panel display and the main board are broken and are still covered by warranty. They somehow keep using either faulty equipment for the control panels or something else is seriously wrong. We have only been able to use this the winter of 2019 and since then it has been only used a couple of months and then broke again. It is 2022. The whole hot tub needs replaced or a complete refund at this point.

      Business Response

      Date: 09/24/2022

      We regret to see the frustration. Aqua Haven has note 8/22 of the initial contact replacement control assembly involved. With seeing this contact and that there is ongoing problem, our customer support team is actively trying to contact the customer to make sure we fully understand what is needed or can clarify the details regarding the part (and swapping the pieces). We do want to help get this figured out. Our support team has tried calling the phone number provided and emailing. We have notice no trip charges was charge on the service call on 4/22 when service call was preformed. Our customer service staff will reach out to you today. Aqua Haven teams is here to help with any of your concerns.

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