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 has 107 locations, listed below.

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  Aqua Living Factory Outlets

  506 Twin Oaks Dr Johnson City, TN 37601-7610

  
• 

  Aqua Living Factory Outlets

  270 Lafayette Rd Seabrook, NH 03874-4542

• 

  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

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:01/16/2023

  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.

  We purchased the hot tub in September of 2020. In January 2021 the wrong size unit was delivered without the stairs or the cover caddy. I was told that the stairs would be there in a week along with the caddy. The right unit would be delivered within 2 months they said. I had reached out in May and was told the right unit was there and ready for delivery. When I tried to set up a time, they did not return my messages. Now, this summer, the wrong unit that is still at my home stopped working and they are still not retuning my calls. At this point I just want the wrong unit collected and my money back.

  

  Business Response

  Date: 02/15/2023

  The customer is no
  longer in possession of the spa and the situation has resolved itself.

  Customer Answer

  Date: 02/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I think this was poor wording on your part. I do not agree that the situation has corrected itself just because I needed to move and did not want to pay for a broken spa to be moved with me. I do agree that it is not your fault that I did move and did not want to pay for the movement of the spa, but it does not address the larger concerns I had including:
  
  1. The spa delivered was not the one I ordered.
  2. I am not convinced that spa was even new as it appeared to have been used before
  3. I paid for a set of stairs that was never delivered
  4. I paid for a cover caddy that was never delivered
  5. I paid for a chemical set that was never delivered
  6. The spa stopped working in less than a year and it took over a year and this complaint before anyone ever got back with me on this issue. 
  
  Although I had taken this as a loss on my end as I needed to relocate closer to work, the words used in this response was disheartening as I paid thousands of dollars for a few months of a working spa. In retrospect, it was a poor investment on my end. 
  
  Levi, who called was great to talk with and gave me hope that you all really care about customers, but this response is cold.

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

  

  Business Response

  Date: 02/28/2023

  The phrasing of our previous response was not thoughtful. We apologize for this as the intent was to be concise - not calloused.  You understand the reasoning behind not being able to issue a refund and pickup of a unit that is not in your possession.  We would be willing to offer you a considerable discount if you wanted to purchase a new spa for your residence. More than that, we acknowledge the experience you described with a former franchise representative as regrettable and we apologize. 

• Initial Complaint

  Date:01/12/2023

  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.

  I purchased from Aqualiving their top of the line hot tub spa, Catalina Nantucket with what was described to me as indestructible cover with a lifetime warranty. I also paid for an extended warranty that provides labor for one additional year on top of the standard 18 months. look at their website. The hot tub was delivered on Sept 20, 2021 in non working order. It took a month for them to send someone to replace the main control board. The technician found that the subwoofer also did not work. They did replace that part, told me i had to install it myself. shortly after the topside control panel became delaminated and stopped working. they sent a new one also told me I had to repair it myself. after a couple months the topside control panel failed again. they mailed a new one i was told to replace it myself. In October 2022 the Topside control panel failed again, and all of the weather-stripping seals on the cover are falling off. They customer service people asked for pictures of the invoice to prove i have extended warranty. they asked for pictures of the weather-stripping falling off, pictures of the top side control panel and the wiring on the outside circuit breaker.
  I have provided all the requested pictures, and have made follow up phone calls with no outcome. the last two times i called they pretended "the system is down" they could not help me. Also pretended that they do not have a copy of my original invoice that shows i paid for extended warranty.
  The company needs to send someone to replace the top side control pad and replace or repair the cover that came with lifetime warranty.
  Open Case 45262 serial number 161618

  

  Business Response

  Date: 01/25/2023

  The requested parts for the topside control and overlay have been ordered. When these have shipped a technician will be assigned to replace it for you. Please reference your Catalina Owner's manual, advising of limitations and items not covered under the warranty. Seals are listed in that section. Our warranty case tracking system was in fact down for 13 days and it did not just impact our company. - We do however apologize that it directly impacted your customer service experience.

• Initial Complaint

  Date:01/10/2023

  Type:Product 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 purchased a spa from Aqua Living warehouse in Albuquerque, NM on November 5, 2022. I put down $1,500and financed $3,886.72. It was delivered approximately 2 days later. I filled the spa up on November 13 due to my work schedule. I then went to have lunch with a friend while it heats up and came home 2 hours later to find it had lost approximately 6 inches of water. The next day I emailed the corporate office asking for a return and or a replacement and reimbursement for the excessive water and electricity I am using to keep spa full and heated so the pipes will not freeze and bust, however I cannot sit in and enjoy it. I never received a response. I then called Kurt Rennecker on 11/21 as I was awaiting a response. who is the person that sold me the spa. He emailed the corporate office again. I received a response a short time after and a service request was issued and scheduled for 12/15. That service did not fix the water leak issue so I emailed for a third time on 12/22 and a second service request was issued and scheduled for repair on 01/05/2023. And again the job did not fix the issue.

  

  Business Response

  Date: 01/24/2023

  The initial visit was for diagnosis.  The technician returned to replace the components indicated previously. We apologize that this did not resolve the issue.  Your case manager will be making contact to follow up on the matter, as this is the first notification of a continued leak following your endorsed completion of service from the 1/5/23 repair. 

  Customer Answer

  Date: 01/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:01/06/2023

  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 a Catalina Carlton hot tub in June of 2021 for the sum of $11,000. They inform me that the hot tub will be delivered in October of 21. The hot tub was delivered we unpacked it and it was the wrong hot tub. The delivery man took it back. They told me that they will have me My hot tub for November of 21. It was delivered late November with all kinds of problems. This is because it was built within a month. for over a year I've been battling them my hardtop cover which is lifetime warranty that cost me $1,000 it was not sealing right I had icicles all the way from the top to the bottom during the winter. I was losing water very quickly always having to fill. My electric bill is over $600 a month because I was heating the outside (1" gaps). I called and emailed pictures at least 50 times. I would never get a direct answer and it would always be pushed up the chain they said. During this time I've had three different case managers that always says we're sorry I'm new at the position and I got thousands of emails I'm trying to catch up on. Finally a technician came out tried to fix it but did nothing. While that was happening my candle inserts were all rusted overflowing with water, my waterfalls were not working and then my Wi-Fi went, and then my touch screen went. Finally a new cover was delivered and sat in my yard for over a month before a technician came out again and try to fix it. This would be the third time a technicians come out to fix that cover. I did get a new touch screen that I put in myself, I had to show the technician how to put the mushroom waterfalls, he had NO CLUE. Ive been waiting for my Wi-Fi modular for over a month and the guy said it's been sent out twice which is a lie. Bottom line this is the worst company, worst product, worst employees, technicians don't have a clue what they're doing. I asked for a refund on my hot tub and I hear crickets. And I paid the $11,000 off. Company is a joke and just takes your money, I'm so mad!

  

  Business Response

  Date: 01/20/2023

  We apologize for the frustrating experience you have described. We were glad to replace your cover and install it after the previous attempts to repair were unsuccessful. Your Wi-Fi module can be tracked using FedEx* **************. A return is not approved. Please see the cancellation policy provided with your invoice. If any further warranty assistance is necessary, please advise and we will be glad to assist.

• Initial Complaint

  Date:01/04/2023

  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.

  Worst purchase ever. I have had the tub a bit over a year and they have had to come out 7 times and it is still not fixed and the WORST cust serv I have ever experienced. Do not buy from them! My hot tub has yet to run at all during the winter and that's what I wanted it for! I had to learn to winterize it cause it stopped working and they don't come out when it's cold. I want my money back or a new tub. I am done

  

  Business Response

  Date: 01/26/2023

  This was resolved by our technician on 1/24/23.  We apologize for the frustration.

  Customer Answer

  Date: 01/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is the same issue that your warranty company has been out here 8 times for and we r doing the same thing that u have already done 2 other times  we can't continue to do the same thing expecting different results. The tub is bad and it needs to be replaced blwith a different tub!  
  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 02/01/2023

  A request to expedite the ordered parts has been made, following the submission of documentation from your most recent service call. This is coming from a different technician that we have assigned, as you refused to work with the previous technician whose diagnoses did not align with your perceptions. We are committed to resolving these issues for you and as soon as the parts have tracking attached, the new work order can be assigned and scheduled. 

• Initial Complaint

  Date:12/31/2022

  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.

  Ordered a Catalina hot tub and when I received it it didn't work. Have been trying to work with repair people but continue to get I will be back tomorrow to fix it and tomorrow comes and not repair man comes I have now had a 12k hot tub installed for over a month and it is still not working and now it has frozen with water in it and I believe it has cracked parts but still no repair person showing up. The customer service on this arrangement has been the poorest I have ever encountered.

  

  Business Response

  Date: 01/16/2023

  Technician, **** ******, went out today 1/16/23. Both pumps are operating correctly and no sign of leak or freeze damage. A piece of panel trim and cap cover have been ordered.

• Initial Complaint

  Date:12/27/2022

  Type:Sales and Advertising 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.

  On 11/19/22 I met with Aqua Living store co-owner in Punta Gorda Fl and discussed purchase of a hot tub. I provided my Visa credit card to her. She was unable to provide a complete invoice claiming they were disorganized from moving to a new location in Ft Myers. Since that time I have reached out to numerous company employees including both store owners, the regional sales mgr, the national sales mgr, an assigned case mgr, and an assigned Pinellas Park Fl store owner. None has been able to produce a complete and acceptable invoice for the purchase and repeatedly referred me back to the other. My expressed requirement was to adhere to Aqua Living advertised product details and pricing. The company sales rep, case mgr and assigned store owner all agreed this was company policy. I believe the Punta Gorda owners are attempting to submit, without my knowledge or approval, an order at higher prices and unnecessary additions than warranted. I am an elderly man, age 80, and believe they don't expect me to understand or persist in an honest and transparent transaction. I will accept a purchase reflecting the advertised pricing and product ( I have copies) or a cessation/closing of this matter

  

  Business Response

  Date: 01/17/2023

  This order has been cancelled and refunded. We are no longer doing business with this customer.

• Initial Complaint

  Date:12/16/2022

  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.

  I had a hot tub delivered 9/2/2022. After filling it with water we discovered a leak. Aqua living repaired the leak. After 24 hours to let glue dry as instructed by tech. We filled and ran tub. To find out half of the jets were not operating and the cover is defective and holding water! After repeated attempts with customer service and empty promises from Aqua living. We have yet to have this problem resolved!!!

  

  Business Response

  Date: 12/30/2022

  Hot Tub Solutions is scheduled to complete this open work order on 1/4/23.

  Customer Answer

  Date: 01/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  WE WILL NOT CONFIRM ACCEPTANCE UNTIL THE OPEN WORK ORDER REPAIR IS COMPLETED AND THE HOT TUB IS FUNCTIONING PROPERLY AT 100%. THERE IS ALSO STILL AN OUTSTANDING ISSUE WITH THE HOT TUB COVER TO BE REPLACED.

  

  Business Response

  Date: 01/17/2023

  A replacement pump has been ordered. A work order has been created for this replacement and to switch the insulation in the cover skins.

• Initial Complaint

  Date:11/27/2022

  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 was sold a damaged spa from Aqua Living. I paid $5498.00 for this product on my Visa card. When they brought the new spa out to me I told them it didn't look new like the the one I purchased in the store. I also noticed it had an odd looking corner piece and no headrests. Two electric companies could not get it working. I contacted **** ********** on October 17, 2022, and explained that the product was unsatisfactory. He told me he will get back to me that evening, I didn't hear from him until a week later. He forgot about me and after me going back and forth he sent a guy out who he had just hired. He did not know anything, took pictures and said he would get back to me and never did. So I go by the office again on 11/14/22, they sent a handyman named ***** and he found that the wire going to the main control panel was crimped and damaged. I was supposed to hear back from the business. Two days later ***** calls me to see if I had heard anything from ****. I went back to the office another 2 days later and **** said No, he had still not talked to *****! I asked for my money back, he said he could not do anything that it had to come from the home office. At this point I am getting mad, its been over a month, but I am keeping my cool. I called the head office trying to explain my case and going back and forth and asked for a refund. The lady in the head office said it has to go through ****. She made a statement about me being angry and I said no, I am just trying to be a satisfied customer. I do not know what else to do so I called you (BBB). Failure to receive and appropriate response to this problem has prompted me to write directly to you.

  

  Business Response

  Date: 12/14/2022

  We apologize for the delay in correspondence in this case. The last interaction on your warranty case is requesting that the GFCI wiring be updated per the provided documentation; this is also available in your owner's manual. We are unable to assist until this criteria is met.

  Customer Answer

  Date: 01/09/2023

  the repair man aqua send out found the problem and took pictures on 11-12 2022 i all so send pictures the problem is not the gfci you sold me a damage spa

  

  Business Response

  Date: 01/16/2023

  The technician advises that you wired the GFCI your self. The pictures that were submitted to us after this visit do not meet the guidelines outlined in the manual. We need pictures of the GFCI that indicate the issue has been corrected.

• Initial Complaint

  Date:11/14/2022

  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.

  Ordered a hot tub from the "manager" ***** ***** on 10/18/22. I was told the spa I purchased would be delivered 4 different times with each one being a lie. I was told it was " on the truck" 4 different times. The most recent being today 11/10/22. This was confirmed with her THREE times but of course today we were told she decided to make sure the order was right and discovered the cabinet color was wrong. After calling into customer service we found out this order hadnt even BEEN PLACED until 11/5/22 and was still in production! Just another in the long list of lies out of ***** ******* mouth. She ignores phone calls, ignores texts, and when you FINALLY get her on the phone her go to lie is "it's on the truck" or "I'll call corporate" I have ZERO IDEA how this person is still employed. I have Zero confidence in ANYTHING she has told us. This was originally supposed to be picked up at the store but due to her continual lies I lost use of the trailer that is needed for transport. Of course ***** said she would have it delivered and set up for us at no charge which again was probably a lie. I will be cancelling this purchase. This is BY FAR THE WORST COMPANY I HAVE EVER DEALT WITH BAR NONE! Avoid at all costs!!

  

  Business Response

  Date: 11/23/2022

  Consumer Response /* (2000, 7, 2022/11/14) */
  A refund is no longer requested based on the communication received from national sales manager