Complaints

This profile includes complaints for Aqua Living Factory Outlets's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Aqua Living Factory Outlets

  506 Twin Oaks Dr Johnson City, TN 37601-7610

  
• 

  Aqua Living Factory Outlets

  776 Jernee Mill Rd Sayreville, NJ 08872-2744

• 

  Aqua Living Factory Outlets

  704 Chestnut St South Charleston, WV 25309-2004

• 

  Aqua Living Factory Outlets

  1200 Findlay Rd Lima, OH 45801-3104

• 

  Aqua Living Factory Outlets

  104 Meadowood St Ste C Greensboro, NC 27409-3276

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.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ordered a spa they delivered broken goods and have been deny claim

  

  Business Response

  Date: 06/09/2025

  A replacement drain was received on 6/3/25, per USPS tracking: 9400140109490009934734. The skirting panels were received on 6/5/25, per FedEx tracking: 442027887280. A third party technician is scheduled to complete the work order on 6/11/25.

• Initial Complaint

  Date:05/08/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 12/21/24 we purchased a hot tub from Aqua Living Warwick RI. When it arrived it did not include the stairs which was on the original invoice. After calling the business to report that the stairs did not arrive with the delivery that we paid $550 for (delivery Fee) we were told that they were in back order. We called several times inquiring about the stairs because we never got a follow up call or email regarding the stairs.. We then received a second invoice for the same purchase (different invoice number) replacing the line item stairs will an equal amount of "administration fee" which was not on the original invoice. Creating two invoices for the same product is not legal and our first payment towards the original invoice was made 12/24/2024 which predates the second invoice dated 12/26/24.

  

  Business Response

  Date: 05/22/2025

  As the original order was cancelled and a new one put in (for financing), a new invoice was generated. The different order numbers can be reviewed on the invoices and on the confirmation emails sent throughout the process. The stairs were received on 5/10/25, per FedEx tracking: 442027884650.

  Customer Answer

  Date: 05/25/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23302966, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 this hot tub and the hot tub cover is flimsy and cheap! The hot tub cover has been collecting rain water in the middle which now has caused my cover to cause an indentation on one side of the cover. We even flipped the cover to the other side but the water was continuing to gather. We have been going out and removing the water weekly. I've emailed customer service (Beth) and she was great and put me back in contact with my rep "Joe" at Aqui Living Factory Outlets and was informed that although the hot tub has a year warranty the cover only has a 90 day warranty and referred me to purchase a better/sturdier cover which cost $400-$500 online after researching.
  
  I will file a report with the Better Business Bureau, Illinois Attorney General's Office and The Department of Business Affairs and Consumer Protection.
  
  Under implied warranty laws, I have the right to defect-free merchandise regardless of any restrictions imposed by the 90 return policy especially after spending thousands of dollars close to 6 months ago.
  
  I have attached a picture as proof.

  

  Business Response

  Date: 04/18/2025

  Please review the attached warranty and endorsed order confirmation agreement.  The unit has been in your possession for 11 months. We understand your preference, apologize for the frustration, but will continue to adhere to the warranty as written.

  

  Business Response

  Date: 04/24/2025

  No, we are not. We can assist you in ordering a new cover if you have difficulties, but this concern was reported outside of the timeframe covered by the soft cover warranty. 

  Customer Answer

  Date: 05/01/2025

  BBB in Tennessee stated that this hot tub company is not willing to assist me financially towards a new hot tub cover. 

  ** *** ****** *** *** **** **** * ******** ******* 

  Thanks in advance, 

  ***** *******

   

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 was in the market for a hot tub and saw very good reviews for Aqua Living. They had a 0% for 60 months finance option which I wanted to take advantage of. When I went to the Hartford outlet, they stated the promo has ended and will be back since it is back monthly. They had an offer for 0% for 6 months and that I could purchase and refinance to the 0% 60 months once its back as a promo. I had originally stated I would have to wait to purchase till the 0% for 60 months promo was available and this is what I was told so I purchased the hot tub at the 0% 6 months rate thinking I would be able to easily change it. Less than 2 weeks after the purchase, the promo of 0% for 60 months was available and now the story changed. I was not able to change to this promotion and I was stuck with what I signed up for. I have text message exchanges stating I can refinance to this option and verbal stating I will be able to. I contacted the outlet in Hartford with no help, I contacted the finance department at corporate "******, that has stopped responding to me for some reason. ****** told me that the only way they can change a promo is if I file a dispute through wells fargo, which I did and wells fargo states that Aqua Living needs to provide them with a code to update the account for the proper promo. Aqua Living will not do so after all this run around and lies. I would like my loan with wells fargo to be applied to the 0% for 60 months as stated that could happen instead of the unrealistic 0% for 6 months financing option.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Aqua Living Spas Corporate Office
  506 Twin Oaks Dr
  TN 37601
  
  LP Financial
  506 Twin Oaks Dr
  Johnson City TN 37601
  
  Formal Complaint and Demand for Resolution – Defective Hot Tub (Catalina Diamond Berkshire, Serial Number 215117)
  
  
  
  I am writing to formally address the ongoing issues with my Catalina Diamond Berkshire hot tub (Serial Number: 215117) and the repeated failures by Aqua Living Spas and LP Financial to fulfill their warranty obligations. This situation is in clear violation of federal consumer protection laws, including false warranty advertising and failure to uphold implied warranty commitments.
  
  August 10, 2024 – First reported leak. Submitted photos as requested.
  
  August 16, 2024 – Leak continued, required to take additional pictures. No resolution provided.
  
  September 17, 2024 – Another service case was opened, but no cause was found.
  
  January 24, 2025 – Reported a small leak again. Instead of providing a service visit, we were sent a pamphlet about maintenance, despite following all manufacturer-recommended practices. Which state dad, the hot tubs are built to run year round and have built in controls to maintain water temperature to prevent freezing.
  
  February 17, 2025 – Another case was opened, leading to a technician visit on February 20, 2025. The technician provided a heater, despite the fact that our hot tub was already properly maintained and had not frozen.
  
  March 5, 2025 – A second technician visit resulted in a contradicting diagnosis. The first technician initially identified the issue as a motor failure, while the second technician falsely attributed the problem to freeze damage, demonstrating an attempt to avoid warranty responsibility.Not only has your company failed to properly diagnose and fix the hot tub, but in the process of multiple technician visits, parts have been lost, further compromising the integrity of the unit.
  
  
  
  
  Demand ;
  
  1. A full refund for the defective hot tub.
  
  
  2. A replacement unit at no additional cost.

  

  Business Response

  Date: 03/24/2025

  A refund or replacement has not been approved at this time. Please see the attached warranty document. The response to Additional Information (AI-27922) associated with case 26918 indicated that the water features were left on; this could have been what was viewed as an initial leak. There also appeared to be additional requests that were not answered. The warrantor for your spa is the manufacturer, LPI Inc. Components including a replacement pump and plumbing parts were received on 3/17/25 per FedEx tracking numbers: 436285181893 and 436285181713 at no cost to the customer. The third-party contractor that was out the two previous times (which would not be incentivized to "avoid warranty responsibilities") has agreed to assist in repairs. 

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased 10/24/2024 - Delivered and hooked up by Aqua living factory outlet December 24th 2024
  Bought brand new Catalina hot tub and purchased the extended warranty
  I've reached out multiple times to the franchise here in Minnesota and to their corporate office with no response on how they were going to repair or replace my current purchase
  The issue started January 13th 2025 and I still have no resolution and stopped receiving phone calls from Catalina and Aqua living factories. I was told a manager would reach out and I have not heard anything. All i ask for is my hot tub to be repaired or replaced.

  

  Business Response

  Date: 03/13/2025

  There were warranty cases in which requested information was not provided (as outlined in the warranty and multiple additional information requests). We offered an alternative, but this was declined as well. At this time we are willing to send a technician to inspect the unit. This service would provide us with the information to make a decision on how to proceed. 

  Customer Answer

  Date: 03/21/2025

  
  
  Complaint: 22999589
  
  
  
  i understand that the attorney general does not file lawsuits on my behalf I’m just stating I will be filing a lawsuit… 

  I apologize if you don’t know the contents of your warranty but that is not in the guidelines to send a picture of the GFCI. **** also was supposed to come over and send pictures of the GFCI and I have the messages of him saying he was coming over to complete that. Anyways please don’t try and state you want to help when I was asking for help for 2 months and you guys kept closing my cases. 
  
  
  
  Sincerely,
  
  
  
  ******* **********

  

  Business Response

  Date: 03/27/2025

  We will no longer be responding to this complaint as law enforcement has become involved. 

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 spa online from Aqua Living Factory Outlet on Dec 18, 2024. The spa was delivered on Feb 5, 2025 but we couldn't use it until we bought a power cord from them that was long enough (another $83.) On Feb 12, when we first were able to use the spa, it was very apparent to us that the jet pressure was substandard in one of the seats. We sent a video to customer service at their request and they informed us that it was operating the way it was supposed to. When we informed them that it was not satisfactory, they told us that since it was operating correctly, and we needed to contact our sales rep. When I called, I was referred to voice mail and left a message (this was Wed. the 12th of Feb. requesting a contact from our sales rep, *****) I also sent a website request for contact from them at that time. I left a bad Google review on Thursday the 13th and got a message that they would be contacting me. My requests for help with a resolution are being ignored. At this point, I want a refund and to be rid of the spa.

  

  Business Response

  Date: 03/05/2025

  After reviewing the video provided and case notes, it would appear that warranty services handled the claim correctly. We apologize that perception and expectation are incongruent with the plumbing and 110v set up on this particular unit. Please review the terms and conditions of the sale as it pertains to the cancellation and refund policy. 

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: 22948986
  
  
  
  I am rejecting this response because: 

  I attached the description I read about the PP31 spa.  I bought it believing that it was as powerful as the 220v spas, as their product description clearly states.  It is not!  The response from Aqua Living implies that they know that their 110v is sadly lacking and does not meet my expectation of a powerful spa that I would enjoy.  "We apologize that perception and expectation are incongruent with the plumbing and 110v set up on this particular unit;"  They are selling a product that they falsely advertise, and when they are called out on it, they simply tell me to lower my expectations. 

  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Spa hasn't worked since install. Was told the "folding top" was the best but is a liability nightmare (e.g. heavy, many points of flexion that fingers can get caught in, etc.). Folding top doesn't properly close. Paid for "warranty/maintenance" but then told my them that b/c I have an Airbnb it voids the labor so have to pay out of pocket. Asking for replacement of top and company to pay to have it repaired or replaced if they can't fix.

  

  Business Response

  Date: 02/18/2025

  The customer claims the unit has not been used or functioned since installation. The BOL indicates the unit was received on 11/05/2024. The first warranty claim and its duplicate were submitted on 1/16/2025. The customer further states that the warranty was not disclosed prior to his purchase of a blemished unit for Airbnb use. The warranty is available at myhottubwarranty.com, a copy would have been received with the unit, and additionally there is email correspondence from 10/22/25 between the customer and his sales representative. A lesser warranty is outlined in writing, and a previous conversation (from point of sale) is referenced in which it was discussed. Verbiage on the endorsed BOL states: "My signature also indicates that I understand the warranty provisions provided by the company, including what voids the warranty, as outlined in the warranty document that governs my product as listed on myhottubwarranty.com. Under the warranty, I understand and agree that the company has the right to repair any covered damages or defects. I also understand that if I purchased a discounted, blemished spa, which will be denoted by a serial number ending in "B" or "C", that a modified warranty applies wherein labor is only covered for 30 days and parts for 1 year. I understand that if my unit will be used at an Airbnb or other rental property, that the listed warranty is modified to reduce the stated labor warranty covered to 30 days due to the anticipated usage."  The customer references the hard Tuff Cover being a liability nightmare and, in another complaint, not shutting correctly. The "liability" referenced refers to patrons having little knowledge of the product at the rental compounded with limited spatial or situational awareness. The Tuff Cover has a limited life time warranty and under normal conditions is much more durable and long lasting than its soft cover counterpart. Additionally, provided at the time of this warranty claim was a picture of the Tuff Cover sitting flush and a couple of photos with residue on the surface of the water. The former providing hard evidence of the initial claim being inaccurate. The latter is a maintenance and water chemistry concern. Finally, there was a report of a miscommunication between the spa pack and pump. There was correspondence about what we could do to accommodate the customer in hopes of a positive outcome, as customer satisfaction is a driving factor in our product design and service program. Unfortunately, this correspondence varied from early interactions and there was confusion on the customer's part about what our obligation, per the terms of the sale and warranty, would be. The outcome being that we shipped a replacement spa pack, received on 2/15/25 per FedEx tracking: 436285170543, at no cost to the customer. As he was facilitating his own repair with a local technician, the out of warranty service charge was refunded.
  
  

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ordered the hot tub. Was delivered when stated. Had to have an electrician run the electrical. However, when the electrician completed his part of the task. The hot tub kept tripping the breaker. The electrician stated that this was all inside the hot tub wiring and nothing further he could do. When trying to contact the company- no one could help. Finally someone asked to send pictures and they were sent. Then nothing. No one would answer the phone or return any calls. This was the main issue. The other issue is that they sent the hot tub but not what we ordered. It was the wrong color. But that is not that big of a deal. The hot tub is defective and cannot talk to anyone to get answers or arrange for a refund or address the warranty. It was delivered on 1/ 25/25 and today is 1/29/25

  

  Business Response

  Date: 02/11/2025

  We apologize for the frustration experienced! Our records indicate that the warranty claim was resolved after providing direction to update the GFCI. If we can further assist please let us know via *********************************** or call customer service at 423-349-2900, option 6.

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Complaint Regarding Faulty Hot Tub, Poor Workmanship, and Excessive Utility Bills
  
  
  
  I am writing to formally express my dissatisfaction with the hot tub I purchased in August 2024, which was delivered in October 2024. I also purchased the 5-year in-home service warranty, expecting peace of mind in case of any issues. Unfortunately, I have encountered a series of problems that have left me extremely frustrated and dissatisfied with both the product and the service I have received.
  
  Just three months after the hot tub was delivered, I noticed steam began leaking from the top covers. This issue has persisted and worsened over time, leading to significant energy waste. As a result, I was shocked to receive an electrical bill for $381 last month. Normally, with my solar panels, my monthly bill averages between $15-20. The faulty hot tub covers have caused steam to escape continuously, and I am now paying much more for electricity due to this poor workmanship.
  
  I called your customer service team, hoping to resolve the issue, but after several days of communication, I was informed that you are only sending materials to "patch" the crack on the hot tub cover rather than dispatching a qualified technician to properly address the problem. This response is completely inadequate given the severity of the issue.
  
  Furthermore, I am requesting compensation for the excessive electricity charges that I incurred due to the poor design and craftsmanship of the hot tub cover. It is unreasonable to expect a customer to bear the cost of faulty products and the resulting financial burden.
  
  I am deeply disappointed with both the quality of the hot tub and the lack of effective customer support I have received. immediate dispatch of a technician to properly assess and repair the hot tub, and compensation for the additional electrical costs I have incurred.

  

  Business Response

  Date: 02/10/2025

  A technician was on site 2/7/24 to replace the central seals and realign the Tuff Cover. A representative will be following up with the customer concerning an alternate resolution per the customer's request. 

  Customer Answer

  Date: 02/11/2025

  We are actively working towards a resolution with Aqua Living Outlet and LPI. They are in the process of replacing the energy-efficient spa cover and will also install a mechanism to open and close the cover. At this stage, we will keep the case open and follow up with an email once the repairs are complete. For now, we are awaiting the replacement of the cover and the installation of the mechanism by LPI.

  ******** ******
  
  

  ************