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

  776 Jernee Mill Rd Sayreville, NJ 08872-2744

• 

  Aqua Living Factory Outlets

  6900 Peachtree Industrial Blvd STE D Peachtree Corners, GA 30071-1030

• 

  Aqua Living Factory Outlets

  4295 Cromwell Rd Ste 601 Chattanooga, TN 37421-2177

• 

  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:11/03/2022

  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.

  almost to much to go over, but I'll try and keep it brief. It started with us ordering a spa online from Aqua Living approx 4/27/21. we paid for the spa with options and delivery. on 10/21/21 we were told that they would not deliver it to our address. we decided to try and work with them on this even though they had all of our delivery information from the original time of the order. finally after much time and many attempts at finding a spa mover that was willing to deliver to our home in Pine (Rural AZ). Then the countless hours contacting the original cross country delivery company, Aqua Living, and the second more local but not local enough delivery company and trying to find who was able to release the spa to our delivery company. Well, it was quite a mess.
  So, here's the point. We paid $750 out of pocket for delivery of the spa' we started negotiations for covering the delivery charges. their Peoria Arizona rep who assured us he would handle it never did. despite all he's promises to the contrary. finally, we were able to recoup $350 of our money $750 with the promise from that we would also receive a spa lid lift bar for opening and holding the spa lid. we have left to many messages to keep track of, but a couple dates were 11/18/21 & 1/12/22 and again to the factory on 2/02/22.
  

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/17) */
  We apologize about the difficulties with your delivery. We will coordinate with your sales representative to get more information.
  
  
  Consumer Response /* (3000, 7, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No we do not accept their response. We would like to put this behind us but this is the same type of responses that aqua living has given to us everytime. All talk very little action. This is the same type of response from the beginning. "Oh we will look into it and get back to you" then Jeff, their local representative, gets involved and makes promises that are never followed through on; and around and around it goes! Nothing is ever resolved. I know things can take time even when intentions are good. But look at this lastest response, it took them two weeks and still they give a non responsive response. They could have looked into it, done their due diligence and then responded by remitting to us the balance of our out of pocket cost for the delivery of the spa which they had originally agreed to make. Or at least delivered on the spa lid arm they had also promised. They talk like a responsible and a reasonable company, and yet their lack of action show them not to be. Our hope in filling this complaint is that they are a responsible company that perhaps might just have a unrefined mid management communication problem, and that they will follow through on their original promise.
  
  
  Business Response /* (4000, 9, 2022/11/23) */
  The customer's experience and our word is important to us. Per our records, this should be resolved as of 11/22/22.

• Initial Complaint

  Date:10/27/2022

  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.

  My husband and I purchased a Catalina Pool Series XXX XX' Pool from Aqua Living Factory Outlet in Urbandale Iowa in the spring of 2021 with the expectation it would be delivered in early fall of 2021. After many delays and VERY little communication we finally took delivery on June 10, 2022. In less than one month, 3 of the outside panels had warped so badly that I could fit my hand through the gap. and the the chemicals they had sent us had leaked causing them to be unusable and leaving a stain on the bottom of the tub. We filed a warranty claim on July 5th in regards to the panels and the company agreed to replace them. Once we filled the hot tub we determined there was a leak, a tech came and determined 2 jets needed replaced. On Oct 20th, a tech come to fix the jets. However he only fixed one, saying after further review the 2nd one looked ok. Once he left and we refilled the tub, both jets are still not working. Fast forward to today 4 months later from our original warranty filing, we still do not have the panels and can not get a straight answer on when they will be available and we are told we will have to drain the tub YET again for the tech to come back to fix the jets. We have been very unhappy with the service, the communication and the inability to honor the warranty on this product. I am seeking help from the BBB on my options. Is there a "lemon law" for these types of products?

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/10) */
  We do apologize for the frustration you have experienced so far. A request has been made through management to expedite both the jets that were ordered during an encounter earlier today and the swim spa panels. As soon as there is new information, e.g. tracking information, we will be providing an update.

• Initial Complaint

  Date:10/27/2022

  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 purchased replacement speakers for a hot tub I purchased previously from this company! After many attempts to call them I resorted to buying them on their website! However, the speakers for sale from their parts department did not fit my hottub! Now after repeated attempts, I have not been able to get them on the phone to begin a refund!
  I want my money and they can have their product!
  

  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/11) */
  The parts manager has been advised of your circumstance. He has been provided with your contact information and will be reaching out promptly.

• Initial Complaint

  Date:10/25/2022

  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.

  This company sold a faulty hot tub, and after 6 months of back and forth, still hasn't fixed it nor offered resolution to the problem. The product is over $8,000, and they're operating an unethical business, and are not taking responsibility for the faulty product.
  

  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/07) */
  We have been in communication with the tech that most recently went out on the previous work order. They have advised it is hard to schedule currently due to pool closing season, but will be coordinating with the customer promptly.

• Initial Complaint

  Date:10/25/2022

  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 bought a Catalina hot tub from them and it has been nothing but a head ache one thing after another keeps going wrong. To start off 2 of my seats lost pressure almost immediately after purchasing it back in November 2021, I call to have a tech come out to fix that and multiple other problems and he never fixed that issue. So to this day I've been trying to get them to fix the issue with no luck. Now my computer screen has been down for months, the seals for my cover fell off due to bad material so rain water and debris can fall in my hot tube causing me more money on chemicals. I've asked for a replacement due to me having a lemon and the upper management thinks everything is funny due to they didn't spend the 11K I did. Ive contacted customer service about 30 times and 90 days later I still haven't got my hot tube repaired. I have went up the chain of command starting with customer service, . They are the rudest people I have came in contact with. They act as if I'm asking for to much to have a tub tub that operates correctly. At this time I would like to part with the company since they do not back the products up and make things right with their costumers.
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 7, 2022/11/09) */
  ***Document Attached***
  
  
  Consumer Response /* (3000, 9, 2022/11/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Didn't repair everything and said they were sending me 2 three packs of filters that i never received as well. The company continues to lie, and I spent way too much to get treated in this manner. Still looking for some sort of refund due to it being over a year of having problems.
  
  
  Business Response /* (4000, 11, 2022/11/21) */
  In the previous attachment we have your endorsement that the work order was completed. There were not any notes advising of continuing issues. The work order has been closed. If you continue to have issues another service request can be submitted or we can have a representative reach out to you.

• Initial Complaint

  Date:10/18/2022

  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.

  We purchased a Tuff Spa in August 2020. After one summer of the hot tub being in the sun our cover does not close correctly, therefore warm water is escaping thru the cover. Mind you, when we bought this expensive hot tub they were proud of the fact that this will be the only cover that you will ever need-WRONG!! I have called customer service on July 11, 2022, July 21, 2022, July 25, 2022, August 28,2022 and October 10, 2022 and to no avail I do not have any replacement parts. Evey time I ask for a technician to come look at the cover I get excuses such as: you passed your warranty, we do not have anyone in your area. I got designated a case manager named Harley (423-722-5209), by the way she never answers the phone or returns my calls, not really sure if she even exists? The last time I talked to customer service their excuse was it is on back order, really because on 8/28, she told me it would be in the mail in 2-3 days. The company is poorly managed, but will sell you a very expensive product that they do not stand behind. I am very disappointed with the entire process and frustrated, because we live in Buffalo, NY and I would like the cover to be fixed before the weather gets cold and warm water will be escaping the hot tub. Please help!!
  

  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Replacement seals were received 10/20/22 per FedEx tracking:. We do apologize for the delay in receiving these pieces as they were on back order. As previously discussed with when you spoke to her on 7/25/22, the labor warranty has since expired.
  
  
  Consumer Response /* (3000, 7, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes we did receive the replacement parts but we still feel that the cover is warped and the replacement seals would not work. We would like a technician to come out and look at our hot tub.
  
  
  Business Response /* (4000, 9, 2022/11/10) */
  We are glad that the seals were received. It was agreed upon previously that as the labor warranty is expired, you would need to have a technician come out and do the replacement. We did have a factory quality engineer look over the pictures that had been sent in with your case. From what is observable in these photos, there does not appear to be any warping. We will gladly reassess if the seals do not correct the issue or if more evidence is presented.

• Initial Complaint

  Date:10/05/2022

  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.

  in may of 2022 i purchase a carlton spa from this company, it has been broken for the last 8 months, seven service reports have been filed and not one has fixed it yet, i have emailed, called, and have not gotten any response on what is there plan., My next move is taking them to court but the cost will be more than the spa. I want my spa replace with a new one that works.
  

  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/19) */
  We apologize for the frustration. A factory technician spoke with the customer today and advised seeking assistance from an electrician, as it appears that the correct amount of current is not being pulled to the spa.
  
  Consumer Response /* (3000, 11, 2022/12/21) */
  i purchased a hot tub and it has never operated properly, they have sent a technician out 7 times and not had it fixed, they will not return emails for answer or a resolution to this issue, i have retained legal counsel and have filed a lawsuit against them.
  
  
  Business Response /* (4000, 13, 2022/12/28) */
  We have been in contact with the customer's counsel and are working toward a resolution.
  
  
  Consumer Response /* (4200, 15, 2022/12/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  we have won a default judgement against this company and still to this day we have no resolution other than to proceed with the lawsuit process. 8 months and still not fixed what a shame on that company. No one rarely contacts me for a solution. i have sent three times the results of the wiring issue they say we have and we are correct in how it was wired
  
  
  Business Response /* (4000, 22, 2023/01/03) */
  We have yet to receive the requested GFCI photos.
  
  
  Consumer Response /* (4200, 24, 2023/01/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I sent three pictures to Thursday
  
  
  Business Response /* (4000, 26, 2023/01/11) */
  Those have since been uploaded. Thank you for your cooperation. Additional information concerning resolution will be forth coming.
  
  
  Consumer Response /* (4200, 28, 2023/01/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  as per the electrician report, the required power supplied is accurate, still no resolutions pictures have been sent and still no resolution

• Initial Complaint

  Date:10/03/2022

  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.

  We bought a spa and a part went bad on it. Still under warranty, called about and they sent us a part out. After the technician came to change the part they had sent us the wrong part. The part they sent was for a European spa which wouldn't work in our spa. Called back, sent in pictures of both parts no response. Had to call bad and spoke with the sales manager, he stated that he understood the problem and would have a part sent out right away. A few weeks pass by no part or update. Called back spoke with misty, she began to tell me they don't make the part I need anymore. After asking what we were going to do since it's under warranty? She then told me they've got the parts in the warehouse and would ship it out. I don't understand if they have the part then why are they not sending me one? Seems like they just tell me what I want to hear so they can get me off the phone. The spa has been down for 3 months now.
  

  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/17) */
  The ye5 spa pack's domestic version is not currently in stock; there was some confusion concerning this as the export version with different amperage allowances is currently available. We apologize for the error in sending out this incompatible variant and are coordinating with Gecko, the manufacturer, to quickly resolve this matter.

• Initial Complaint

  Date:09/28/2022

  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.

  item sent was not as ordered
  wrong color
  wrong cover
  delayed shipping from March to end of june last week 2022
  

  

  Business Response

  Date: 11/13/2022

  Business Response /* (1000, 5, 2022/10/12) */
  The offer for discount and switching the cover and panels has been rejected by the customer. Neither of which have an impact on the functionality or continued use of the product. Terms for pickup of the unit were not agreed upon. Currently less than 1/4th of the unit has been paid for after the customer charging back. We are awaiting additional information from our consultant.

• Initial Complaint

  Date:09/19/2022

  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.

  We ordered a brand new hot tub 6/3/2022, that was ordered and received 8/13/2022, since that time we have had numerous problems with this unit. We paid close to $10,000 for the hot tub. When it first arrived it came with a broken control panel that made the unit completely inoperable. After several phone calls, we were able to get them to overnight us the panel, that we had to install ourselves, or it would be three weeks to complete ?!? Then a week later, the tub started leaking, filed another warranty claim, luckily in the mean time they sent out a tech to fix the control panel (that we already fixed), and I was able to get him to fix the leak. Well now in the last couple of week, all the seals on the tuff cover are falling off, and we have another leak, a water error, filter error, and a heater error. The tub will not function !!! This is a $10,000 lemon...and the company will not respond. My sales person is pleading with the managers, vps, etc and NO RESPONSE. I am prepared to file a lawsuit against Aqua Living Stores/LPI Inc. I will also be contacting Discover Card for put a stop payment on my deposit.
  

  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/29) */
  We apologize for the frustration. A remake was approved and both parties have agreed to move forward toward this solution.