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.

close

Find a Location

Aqua Living Factory Outlets has 107 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Aqua Living Factory Outlets

  506 Twin Oaks Dr Johnson City, TN 37601-7610

  
• 

  Aqua Living Factory Outlets - Warminster, PA

  1710 Stout Dr Ste F Warwick, PA 18974-3857

• 

  Aqua Living Factory Outlets

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

• 

  Aqua Living Factory Outlets

  4733 NE 12th Ave Oakland Park, FL 33334-4801

• 

  Aqua Living Factory Outlets

  8569 S US Highway 1 Port Saint Lucie, FL 34952-3361

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:09/15/2022

  Type:Delivery 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 hot tub from at Aqualiving Outlet on Mobile Hwy on the 22nd of August 2022. The hot tub was delivered on the 29th of August 2022. The hot tub was delivered but that was it. They brought the wrong size cover and didn't bring the chemical kit, stairs, or the filters I paid for. I was initially told they would bring everything by on Friday. I have been calling weekly trying to get an update on when I would get everything I paid for. It's now the 15th of a September 2022 and refuses to take my calls. They say they'll call me back but they never do. I'm a veteran living with Depression, Anxiety, and PTSD. This situation has caused me a lot of mental torture. Other than showing up at the store and confronting them in person, I don't know what else to do. The thought of having to do that is causing my anxiety and everything else to get worse. I wish I had never purchased the hot tub from at Aqualiving. This is the worst experience I have ever had with a business.
  

  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 6, 2022/09/29) */
  The address listed is for the corporate office and all physical locations fall under the main "umbrella" account for Aqua Living. The steps were delivered on 9/25/22 per FedEx tracking . Your filters and chemical kit will be shipping from corporate today, 9/29/22. Your replacement cover has been ordered, and is slotted to go ship on the next full truck load to your local store. We do apologize for the frustration you have experienced in open communication; we show that a warranty request was submitted for these issues on 09/15/22, which would be the correct course to resolution. We are working to resolve these issues for you as quickly as we can and thank you for your service.

• Initial Complaint

  Date:09/07/2022

  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.

  Bought a new hot tub from this business and it hasn't worked correctly since day one. Will not maintain heat and pump doesn't function correctly. A service representative has been out 3 tines at my request and has not fixed the problems. He just beats on the pump with a screwdriver and has sprayed it with wd40. It works for a couple of hours then stops. I have requested it be repaired or replaced. Right now its a $6,000.00 mosquito pond. Please help me get this repaired, refunded or replaced.
  

  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/09/20) */
  We apologize for the experience you have had up to this point. A new technician was assigned your work order on 09/09/22. should have contacted you to schedule an appointment.
  
  
  Consumer Response /* (3000, 7, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They sent an e-mail on the 9th, I responded back on the 14th I still had not heard from their repair person. They responded back on the 16th they would recontact the repairman. Today is the 21st still no contact.
  
  
  Business Response /* (4000, 10, 2022/09/29) */
  We regret the delays you have experienced while we have been trying to get these issues resolved. The work orders have been combined and a new technician, has advised he will be scheduling with you today.
  
  Consumer Response /* (3000, 17, 2022/10/17) */
  This hot tub has still not been repaired or refunded or replaced. why was the ticket closed?
  
  
  Business Response /* (4000, 19, 2022/10/25) */
  The requested component arrived 10/10/22 per FedEx tracking number: A work order to complete this installation has been created, and the previous technician assigned to complete this repair. This complaint was closed by the BBB when there was not a follow up response. The time line should be listed with the date and activity.

• Initial Complaint

  Date:09/05/2022

  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.

  I bought a Hot Tub from Aqua Living in West Jordan Utah. The initial order was placed in early April 2022 and the order was received in Early June 2022. As nearly expected. However, the Unit was delivered without the torches as I originally ordered but was told I couldn't return it for what I ordered, though they attempted to make it right with a floating drink holder which is useless. I wanted torches.
  
  Since delivery, I've had multiple problems from jet lights malfunctioning, to the stereo not working, to all the cover seals just falling off, and now the filtration system failed.
  
  I've reached out multiple times to the store for solutions but nothing has happened. I now have a non functional hot tub I paid $11K for and not only does it not work, it's continuing to form problems in every area of its functionality.
  
  I deserve either an exchange for what I originally ordered, or a return and refund. This is kind of service is inexcusable. The website says "industry first" 24 hour tech support. That doesn't exist at all. I've been writing the company since day one of delivery and I've had no response to any of my issues. Just empty promises of service.
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/20) */
  We are following up with the technician, most likely a new one will be assigned. We apologize for the delay in this tech coordinating an appointment time. There have been two requests for additional information sent to your email about the cover. The Catalina support line is for after hours and weekends. It will not be picked up during business hours M-F 830-5PM EST, as the normal customer service line is available.

• Initial Complaint

  Date:08/28/2022

  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.

  I purchased a 143570 Hudson Bay HBSL Spa
  Description: Aqua Living Factory Outlets - Order RDAQLS775182
  Invoice Number RDAQLS775182 on July 18th. I received it August 16th, defective. The panel to access plug and heating unit will not come off. The manufacturer embedded the screws to far in and stripped them. I have been unable to use for 2 weeks. I have sent countless emails to the sales rep Bill Haley and have gotten the runaround to have a service technician come out and fix this. I am beyond unhappy with the product, severely disappointed in the customer service and how i have been treated. I want a resolution NOW. A partial refund of half the amount, and this spa fixed within a week OR a full refund and they come pick it up at their expense. This is a very simple solution made extremely complicated by lack of professionalism and care for customer.
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/12) */
  A request for the unit to be refunded has been submitted. Details concerning the timeframe for approval and pick up should be forth coming.
  
  
  Consumer Response /* (3000, 7, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Afterthe amount of time lapse this should be done immediately.

• Initial Complaint

  Date:08/24/2022

  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.

  On May 24,2022 we went to Aqua Living Factory Outlets at 4212 North Freeway Blvd, Suite 8 in Sacramento Ca. 95834 we met the salesman whom we purchase a PP41 Tuscan Mocha Spa along with steps and A Cover Concierge Lifter and the Spa Start Up Chemical Kit. For a total of $6855.60 which we got an approval to have it Finance. We were told that the Spa would be made and shipped to the outlet store in Sacramento where we purchase the Spa. We were also told that we would have to pay extra to have it delivery to our home, and was given the name , to call when we wanted it deliver to our home. The Spa was delivered to our home on July 9, 2022 by . and her helper were very professional and gave us instructions as to how to use and take care of the Spa. After putting water in the Spa that day we notice it was leaking from underneath. we called Customer Service on July 11,2022 and they sent out a repairman named on July 12,2022. He took the side panel and middle panel off and said he couldn't find any leak. On July 16, 2022 we made a second call to Customer Service and they sent out on July 19, 2022. He took off the back panel and said it was the pump that was causing the leak and that he would order the parts. He left without putting the panel back on and taking the clips with him. When I called him, he told me to go purchase some clips and put the panel back on myself. I have called the salesman whom we purchase the Spa from and the National Sales Manager to get a replacement which we were told that we had to let them repair it because it was under a warranty. The parts have been here since August 12, 2022 along with duplicates and we called Mr to let him know and asked if he would be out to repair the Spa on Monday August 15,2022 and was told ABSOLUTELY NOT. My wife and I just want a New Spa.
  

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/07) */
  We apologize that there was difficulty in coordinating the schedule date for a return trip. If there was not availability on a singular day for either party, an alternative should have been selected. We have since been advised that you are not wanting to allow to schedule a repair date.

• Initial Complaint

  Date:08/24/2022

  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.

  My wife and I purchased a G6 model spa from Aqua Living on April 20th, 2022 with a promised delivery of 4-6 weeks. The spa arrived during the sixth week, so things seemed to be going as planned. Unfortunately that was the last time I was able to successfully contact the company. Our troubles started upon delivery when the spa's cabinet was damaged, we did not receive our steps, or our "free gift" that was promised at purchase. The delivery guy was unable to install the spa by himself, so I had to abandon work to help him. We also had difficultly balancing the water based on the instructions provided, and kept getting a HTR FLOW error which we still get every day, which causes the spa to not maintain temperature, which makes it unable to use without first running the pumps for about an hour. Not convenient. I tried numerous times to call and ask about the missing items and the difficulties we were experiencing, but either I would wait on hold for over an hour only to have someone pick up and disconnect me, or if I used the call-back feature, someone would call me from Aqua Living's number after an hour or so, let it ring once, and then hang up before I could answer. It was like they were just clearing their queue. I've also sent several emails that have been ignored. We finally received our steps and our replacement cabinet piece, but I had to install it myself, and it did not come with the flashing that was present on the original piece. The delivery guy said that someone would be back out to replace that panel, but it was only shipped to me. We never received our "free gift."
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/07) */
  A technician has been assigned to replace the spa pack that has arrived per FedEx tracking number: 5687-2292-9648. Customer service has agreed to reimburse you for labor in installing the replacement panel and this should be coming soon, though this service could have been added to the tech work order. We have reviewed your direct order and order verification, what is the "free gift" that you have referenced? Everything listed on the order has been shipped to our knowledge. Please review the attached direct order form.
  
  
  Consumer Response /* (3000, 8, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I can provide the message from the Salesperson mentioning the free gift. It was offered as an exchange for a five star review, which I left. I've received no specific information about the reimbursement for my labor. I'm also concerned with the potential damage the spa has sustained during the long period of time when I couldn't get help. Since the pumps don't circulate as they should, I'm concerned about algae growth that could cause expensive parts to fail in the future.
  
  
  Business Response /* (4000, 10, 2022/09/20) */
  A replacement pump was received on 9/17/22 per FedEx tracking number: 6031-1130-3540 and your technician should be reaching out shortly to schedule. We have since spoken with invoices and your sales rep. The reimbursement was sent to accounting on 09/12/22. Your rep advised of the promised filters. They have been ordered and a request to have them expedited to you was made.
  
  
  Consumer Response /* (4200, 12, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nobody has said anything to us about filters. I'm not sure what that is. I did receive an email regarding a payment for $85. There was no context as to what that is for. My primary concern is the potential damage to the spa caused by the delay in addressing our original concern/damage. I want to know that our spa is as good new once the required maintenance is performed.

• Initial Complaint

  Date:08/22/2022

  Type:Delivery 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 7/1/22 we purchased a X6 hot tub. On 7/26/22 it was delivered. We did not receive the cover lifter, steps, chemicals, and extra filter which was noted on the bill of lading. We contacted the local store and were told that we needed to contact the customer service for a warranty issue. We called, was on hold for 45 minutes. We advise them of the items which we did not receive. We were told that the items were in stock and they didn't know why they weren't delivered and would be shipped out immediately. One week later we went down to the local store to find out what the status was. The guy was very rude and acted like it wasn't his problem. He then called someone and told us that the items would be shipped. He then gave us the chemicals and filter. He tried to give us steps that were used. We told him we didn't pay for a used product. Another week, we called for status and were told again that the items were shipped immediately. Another week, we called again, on hold for 45 minutes, to be told again that the items were in stock and would be shipped immediately. We told them to come and pick up their spa and to refund our money. The spa is sitting in our backyard, has not been filled with water or been used at all. It is in the exact condition it was in when it was delivered. We paid cash, did not finance, and expect to receive what we paid for. They told us we could not get a refund for which I told them that if I'm not satisfied with their product, and the product has never been used we should be able to receive a full refund. This company has no customer service and their motto is not to please the customer. Again, as much as we wanted a hot tub, we do not want to deal with this co. any longer. We would like them to pick their hot tub up and give us a full refund. It is evident that their product, their sales reps, and their customer service is horrible. We don't want resolution we want a full refund. They have our money and We don't have our complete order
  

  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/03) */
  "ALL SALES ARE FINAL. Because of the deeply discounted pricing on the items you purchased, your order cannot be cancelled, your merchandise cannot be returned and we do not offer refunds." is listed on your order confirmation. We do apologize for the delay you experienced in receiving your missing accessories. There is documentation of the requests for these items to be expedited. However, there have been delays in shipping. For this we apologize as it was not our intention. Your cover lift concierge and steps have been shipped per FedEx tracking number:
  
  
  Consumer Response /* (3000, 12, 2022/09/21) */
  Finally received the cover lifters with no instructions and the steps they sent are black (our spa is brown) and don't even match. I will never refer this horrible company to anyone. The service and customer service is the worst I have ever experienced. They should have an "F" rating on the BBB website. I pray that we don't experience any problems with the spa or I will file another complaint since it's the only way to get any action from them .

• Initial Complaint

  Date:08/22/2022

  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 08-21, we ordered a "luxury" chiller spa from Aqua Living (AKA - Atera & parent CO LPI). Delivery est. was Nov-Dec 21. Delivery delayed by supply chain issues - moved to Jan-Feb 22. That passed with no new ETA. In April advised in production with delivery finally in May. From day 1 multiple issues with spa. On delivery malfunctioning lights/scratched & dented vents/cracked front panel but by far biggest issue - chiller unit did not work. Took several weeks for tech to come out & he was only auth'd to fix the lights. After many contact attempts I reached out to our sales rep, . Want to be clear that has been the only employee that has tried to help us in this ordeal. (the outside service people . He arranged for chiller tech () to come out. Had to order parts. Came back & installed parts. Chiller still not working. advised chiller needed replacement on 08-04-22. No response from LPI despite multiple outreach attempts. They mailed wrong sized grates (far too small) - did cut holes out of replacement panel they sent so it would fit tub and replaced that. But the main problem is chiller doesn't work, rendering spa USELESS in the summer in AZ. Have attached the last set of emails I sent that did not receive reply. Calling service takes multiple dials to get through (all circuits busy) then wait to speak to a service rep - get put on hold (28 minutes then 30 minutes) only to have them hang up the phone without ever getting to speak with service. It is obvious that they are aware they have sold me a defective product and have shown zero resolve in standing by their product - I'm wasting electricity on a spa that runs 106-108 in the AZ desert in the summer (when it should go down to 80 or less if desired. Even after I advised I would be filing complaints with multiple regulators, they called me at 1 minute before they closed and left me a VM to call ??

  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/09/03) */
  We apologize completely for the frustrating experience you have had so far. The issues with communication have been reported directly to management. The chiller, it's spa pack, and the ventilation grills have all been shipped. . A new work order has been created and assigned to for repair, as he is familiar with this case. A customer advocate will be presenting proposed recompense to management this week and additional information will be provided as soon as a decision has been finalized.
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Replacement parts were finally delivered to our home over the last weekend and a technician came to replace the chiller unit yesterday (09-07-22). It appears the chiller worked overnight to lower the spa water temperature - today's test outcome is still TBD as it is in progress.
  
  LPI again sent the incorrect size vent grates. We need 13.75 x 13.75 inch replacement grates and this time they sent 17.75 x 17.75 inch grates (tech says they were sized for a swim spa model, not our chiller spa model... he took the incorrectly sized grates with him).
  
  We finally received an email from an actual person at LPI this morning offering a $200 'store credit as a courtesy for the frustration'... which is beyond insulting to us.
  
  In essence, the offer is their expectation of fair remuneration for (a) An extraordinarily extended delivery delay to receive a spa that cost more than $15,000 and (b) that has not functioned properly from day 1... (c) LPI then taking over 4 months post-delivery to remedy "most", but not all of the defective issues as of this reply... (d) coupled with the fact that we experienced full on 'radio silence' from LPI with the exception of our sales rep (who was very good about communicating with us but was completely powerless to resolve issues). Attempting to contact LPI via phone is impossible and they do not respond to email.
  
  (1) We fully expect to thoroughly test the spa chiller unit to ensure it works for more than 12 initial hours.
  
  (2) We require that we promptly receive the properly sized replacement ventilation grates for our spa.
  
  (3) We fully require that the entire warranty coverage of all aspects of the spa be reset to commence on 09-07-2022.
  
  (4) A much fairer and equitable offer of compensation for our loss of use of the spa for 4+ months, wasted expense of electricity to run the spa for 4+ months without use of it, wasted expense of chemicals required for the spa, EXTREME frustration and emotional distress over LPI's obvious and repetitious demonstrations of an utter lack of any customer service capacity and total disregard for standing behind their products and even pretending to care about their customers' satisfaction.
  
  (4A) We strongly believe that a fair and equitable expectation of compensation from LPI to remediate this continuing debacle to some semblance of satisfaction for us would be to extend a 10% discount (credit) of the price of the spa ($1,500 credit) AND a store credit in the amount of $500.
  
  
  Business Response /* (4000, 9, 2022/09/16) */
  The chiller and pack have been replaced. The correct grates have been received. Your warranty has been reset to effective date 9/7/22. Additionally, an addendum has been made to the offer previously submitted. Every issue outlined in the original complaint has been resolved.
  
  
  Consumer Response /* (4200, 11, 2022/09/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Chiller issue resolved, cracked front panel resolved, scuffed grates resolved and light issues resolved. Yes, all functional defects to spa have been resolved.
  
  I have not received an official written statement from LPI that the warranties (ALL associated warranties) have been reset to commence on 09-07-2022. Merely stating it in the response to this complaint is not sufficient. I require that notification directly from the company on their letterhead in plain language.
  
  Their offer of increasing the "store" credit from $200 to $500 is not sufficient, considering the extreme inconvenience, months of 'loss of use', increased electricity costs from running a non-functional spa, frustration and wasted time this matter has caused me.
  
  We will be pursuing a fair and equitable method of remediation via the court system, commencing on the first business day of October 2022 if the offer is not increased to at least meet us in the middle of what we believe is fair (that would mean in plain terms adding an additional $500 to their offer, bringing it to a total of $1,000. While we strongly believe a minimum of $2,000 in remediation is fair, we are willing to bring the matter to conclusion for that mid-ground number of $1,000. "Store credit" would be acceptable in lieu of the remaining $500 "in returned funds" with the caveat that there is no expiration date of the total "$1,000 store credit"
  
  This is our final attempt at remediation through this complaint system and we will commence with legal remedies in October if this counter-offer is not accepted.
  
  Respectfully:
  
  
  
  
  Business Response /* (4000, 13, 2022/09/30) */
  As you stated, all functional defects to the spa have been resolved. The warranty was reset effective 9-7-22. This was notated on your account and we will send you an email confirming this information. We apologize for the time frame in which it took to resolve all issues and that in terms of compensation not every request was met. We will continue to be available if any further service issues arise.
  
  
  Consumer Response /* (4200, 15, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have provided them with a final offer in compromise on the redress amount at $1000, which is considerably less than what we actually believe we are entitled to but did so in an effort to bring this to an amicable conclusion.
  
  We have provided them with a timeline of 5pm MST-AZ on 10-07-2022 to accept or provide us with their resident agent's contact information so we may commence the legal process against them. That is our final position on this matter.
  
  
  Business Response /* (4000, 17, 2022/10/12) */
  Again, every issue from the initial complaint has been resolved. We have approved compensation and restarted all warranties assosicated with the purchased product. Contact information for further pursuit has been provided to the customer.

• Initial Complaint

  Date:08/10/2022

  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 a swim spa on 8/12/2020. I sent multiple e-mail and I called many many times. I did not receive my swim spa until Monday January 17,2022.
  I have had nothing but issues with the swim spa. #1. The swim part of the spa leaks. The heater has never worked properly. The jets are defective. The jets in the spa part are not working in one area.
  I have called many times I just get the run around.
  I would like a total refund, and for them to come take my swim spa away with not cost to me.
  The is no other resolution at this point. I would never recommend this company.
  

  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/24) */
  We certainly apologize for the experience you have had thus far. It is our policy to have a second technician's opinion before we can move toward an alternate resolution. A new technician will be assigned to diagnose the issues for a second opinion or complete the repairs. A representative will be reaching out to you shortly.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They notoriously lie constantly.
  I am just one second away from filing a class action suit. By the time they actually contact me I could be well on my way. I do not trust this company and their service agreements are garbage.
  
  
  Business Response /* (4000, 9, 2022/09/02) */
  We reached out and left a message with your secretary on 8/25/22 to confirm any on going issues. There was not a return contact. The lead factory technician reviewed the case based on most recent testimony and ordered the correct component per this diagnosis. The component has been shipped to you with FedEx tracking number: The new work order that was created on your existing case includes the leak and jet issues that have not been reported through warranty services.
  
  Consumer Response /* (3000, 16, 2022/11/02) */
  Please reopen my case. They sent a new electrical panel and the swim spas does still not work the swim spa still leaks and the blower in the hot tub is still not working?
  
  
  Business Response /* (4000, 18, 2022/11/10) */
  The technician, advised that he had made it out last week. We are waiting for the invoice and components list so that we can resolve the remaining issues. We appreciate your patience and apologize for the continued difficulties.
  
  
  Consumer Response /* (4200, 20, 2022/11/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My panel was replaced by JW; however, it did not resolve the issues. I still have. The Swim spa leaks and the heater still does not work in the swim spa, and the jets in the hot tub do not work. I want you to refund my money and take the away. Your warranty is not worth �!! I will take further action if you do not adhere to my wishes. I am done with this swim spa and the company I bought it from, a civil actions lawsuit is coming next.
  
  
  Business Response /* (4000, 22, 2022/11/21) */
  Per FedEx tracking number: , the pump will be arriving 11/21/22. We received the signed completion of service form and invoice advising of the requested additional parts on 11/14/22. A technician will be assigned to the work order to complete this repair.
  
  
  Consumer Response /* (3000, 29, 2022/12/08) */
  Nothing has been solved at this time. I still want them to take it back and refund my money.
  The tech has still not fixed my swim spa!!! Please keep this case open.
  I appreciate all that you are doing.
  Jani
  
  
  Business Response /* (4000, 31, 2022/12/16) */
  The remaining components were received on 12/12/22 per FedEx 603111351472. A technician has been assigned the final work order.

• Initial Complaint

  Date:08/05/2022

  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.

  Swim spa delivered from installer in May. No cover (1). Received cover July 25.
  Filled, leak (2). Tech sent ordered parts, wrong parts sent(3) able to fix regardless but did not give tech enough time to check when filled. Filled again, leak in another area (4) . Tech sent again. Foam insulation drenched only can go as far as his arm can reach, one side is against deck. Was told to empty pool again and move it for access. We are over 65 and disabled! It states in " our manual " that all 4 sides must be accessible. Never received a manual(5). We have no instructions at all. I have asked for it to be replaced or removed and return all money , to include electrical $1,200 water filling times 3 $900 installer delivery from NH $1,200, ( was told it would be $500. ) the inside is drenched and I am fearful that mold will develop. It is truly a lemon. I bought this for our health , yet it has been 3 months of stress. I am on the phone every couple of days with this company. I am taking this first step, if not resolved I will give the case to my attorney.

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/08/19) */
  A new technician has been assigned for a second opinion on this unknown leak. This in addition to the submitted photos being reviewed, will determine if a remake will be approved. We apologize for the frustration, but are working to resolve this as quickly as possible.
  
  
  Consumer Response /* (3000, 11, 2022/09/02) */
  The technician was a no show. Still no resolution.
  
  
  Business Response /* (4000, 13, 2022/09/09) */
  The technician advises there was not an appointment set previously. They are planning on being at your home on 9/15/22 at 11AM.
  
  
  Consumer Response /* (4200, 15, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  23 days have passed with no contact from company or technician. Swim spa appears to be leaking more than previous. Algae growing everywhere , on patio and swim spa.I am concerned about mold and insulation that is inside. I am concerned that weather is changing and I will soon have an ice skating rink around swim spa. I am living in RI , winter comes quick. I have been dealing with these problems since May.