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

  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:08/04/2022

  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 hot tub was delivered on Dec 28, 2020. 3 months later it did not work. The breaker would flip off and would sometimes come back on and then flip off again. It finally flipped and stayed off several weeks. Then it came on again. I sent a warranty claim form on March 27, 2021. A technician was assigned and did not show up for my first 3 appointments with him.
  May 8th, 2021 was the first time the technician showed (6 weeks after service request). He replaced a power pack but could not get hot tub to come on. He did not fix the hot tub. After telling me he would be back several more times and did not show up until May 16th, 2021 but did not fix the hot tub. He said someone else would have to come fix it. May 17, 2021 I called LPI and explained my timeline and another service request was put in. May 31, 2021 another technician came to look at my hot tub. He eventually got the hot tub to run. The breaker stayed on for a few months and then started randomly flipping back off and then i could flip on for awhile and then it would flip off again. The hot tub has been causing the breaker to flip off since it was 3 months old and now it wont come on at all. The hot tub has not worked properly since March 2021. I have made several calls and no one will help me because they say it is now out of warranty but 1. The problem was never fixed while under full warranty, and 2. My parts are under a 2 year full warranty.
  

  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/18) */
  The warranty for the Lifestyle series is as follows: Shell/Frame - 5 years, Major Components - 2 Years, Plumbing - 2 years, Labor - 6 months, and Minor Components - 1 year. Prior to your recent request, we had not been contacted by you for over a year; the last interaction cited that you "figured out your issue and to close the case." We are unable to assist with a problem if we are unaware. We will be glad to assist in ordering any part you might need, but you would need to have a technician advise what that might be. are technicians close to your area that have done service work for us previously. Please let us know if we can be of assistance.
  
  
  Consumer Response /* (3000, 7, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes please, I am in need of more assistance. Jose is the one who came out to try to fix the same problem I am having already. As a matter of fact , the last time he was here the hot tub was working but when he left it was not working and did not work for several more weeks until I could get another tech out. So I called and he does not answer any phone calls. He answered a text and said he would be out last Sunday. He did not show up. I have text him many times this week and there is no reply. My hot tub worked a few days last week and then breaker flipped again and won't come back on this week. Please help me get this right. If I do t get this fixed before freezing temperatures come I'm in big trouble. It could flip off without me knowing and freeze pipes.
  
  
  Business Response /* (4000, 9, 2022/08/31) */
  Plumbing may be able to assist. Their contact number is . Do be reminded these recommendations are all third party providers. You may need to search for individuals/companies in your area for a technician. When a diagnosis is provided we will be glad to assist in ordering any components.
  
  
  Consumer Response /* (4200, 11, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  plumbing does not work on hot tubs anymore. I still
  Need assistance getting my hot tub fixed . The breaker has been flipping off since it was 3 months and no one has been able to fix it.please help me get this fixed right.
  
  
  Business Response /* (4000, 13, 2022/09/08) */
  As it has been previously stated, the recommendations we provided are third party technicians that have done work for us in the past. We will honor the remainder of your warranty in assisting with part orders, but you are responsible for locating a technician at this point as the labor warranty has expired.

• Initial Complaint

  Date:07/26/2022

  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.

  We bought a hot tub in August 2021 it was delivered in September of 2021 the spa pillows were missing we were told we would get them in a few weeks. We never have received them . We have called 10 to 15 times still no pillows we were told in a email months ago they would send them to us still have not received. We also ordered a cover concierge in September 2021 our credit card was charged and we have never received it. This was a $7500 hot tub purchase we only want what we purchased.
  

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/10) */
  The pillows have been ordered and a request to shipping has been made to expedite their shipment. We were able to follow up with the cover lift concierge; a request has been made to expedite this item as well. A more accurate order number for this specific item would be: XXXXXX. We apologize for the delay and are very glad to hear you are otherwise enjoying your spa!
  
  
  Consumer Response /* (2000, 7, 2022/08/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They shipped both items and we have received them thank you

• Initial Complaint

  Date:07/25/2022

  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.

  Bought a hot tub, within 3 years the jets start leaking, and there is a bubble in the shell. This has been ongoing since October 2021. The company sent the jetts, finally got the acrylic kit with no directions on how to do the mixture. The tech assign stop responding. Call and the company said that the kit is probably dried and we need to send you a new kit and find another tech. Now a month later the kit is now "backordered" never was told that the first time, I am still waiting on the company since October 2021. Husband is a nurse and needs the hot tub
  

  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/08/08) */
  We apologize for the delay. It stems from the cobalt color of your acrylic not having been in use for a few years. We are scheduled to have all of the base materials in stock this week, and will promptly send you the necessary kit for repair.
  
  
  Consumer Response /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still waiting on them to send us the kit. I have had this open since the end of June and just recently was told that they had to remake that color. When exactly is the kit being sent out? I do not even have a time estimate
  
  
  Business Response /* (4000, 9, 2022/08/22) */
  Per FedEx Tracking Number : , the acrylic kit was received 8/17/22.
  
  
  Consumer Response /* (4200, 11, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  still waiting on the same tech that never responds or says next week and then nothing happens. Was told this week, that I would know a day ahead of time. Both my husband and I work, I can't just call into work one day because he finally penciled me into the schedule. He said that he could not today Monday the 22nd because it is suppose to rain....right now as of 2pm there has been no rain all day. I was told by Tina friend in the shipping area that they would try and find another tech in the area back at the end of June as well, with no other response on that as well
  
  Business Response /* (4000, 18, 2022/10/12) */
  The acrylic repair was completed on 09/03/22 by Best Hot Tub Repair/Stateside Spas.
  
  
  Consumer Response /* (4200, 20, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  the acrylic kit that we had to wait for to match the color of our tub doesn't even match the color. so now when you look at the spots they are different colored
  
  
  Business Response /* (4000, 22, 2022/10/20) */
  The acrylic kit of a discontinued color was made with the original "recipe." Your spa has been exposed to four years worth of chemically treated water and sunlight. It is not going to be an exact match as there would be no way to age the color. These repaired areas would be submerged and hopefully are not very noticeable. We are glad to stand by our warranty and appreciate your patience. If we can assist in the future do not hesitate to ask.
  
  
  Consumer Response /* (4200, 24, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  our hot tub has the cover on it 100% of the time when we are not using it. We only use it at night when I my husband gets off of a 12 hour shift, how can sunlight have anything to do with the color? Wouldn't the rest of the tub have color issues as well? Your company does not stand by their product, all we have heard are excuses....

• Initial Complaint

  Date:07/20/2022

  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.

  ORDER #62710
  
  I purchased a swim spa from Aqua Living Spas in May 2021. I was advised then it would be approximately eight months to have our spa completed. We are now beyond 14 months and I still don't get any information as to when it's even going into production. I have contacted numerous times for updates. Each time I call I get 4 to 5 weeks of an ETA. Lately now I hear the main guy Aaron is out with Covid and his backup can't be reached. This happens each time I call. I've emailed the sales Director Brian Elmore numerous times lately and now he never returns my emails. When I called and asked to speak to a supervisor, I am told that they are only allowed to release his email address . When I ask who this person is, I'm told it's the same guy that I've already been trying to reach. They will not connect me to anybody to discuss this with. I need information! I need my swim spa! Or, issue me my $10,000 deposit back! This whole thing is holding up the final stages of a construction project that's been on hold now for almost a year and a half. This is ridiculous!
  

  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Per your conversation with a member of the updates team on 7/26/22: We are currently waiting on the chiller component for your swim spa. As soon as this arrives, your unit will enter manufacturing. Aqua Living Factory Outlets apologizes for the delay in production you have experienced.
  
  
  Consumer Response /* (3000, 7, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I found out about the "chiller" issue a week after my complaint was filed. It was the first time I received any information about our delay since I have been communicating with you AND only after I called again. This may also be the current reason for our delay, but that doesn't explain why we are seven months beyond our estimated delivery date. It appears to be one unknown excuse after another. As is the norm with dealing with them, the response is still very vague. How long is it estimated that this item will take to arrive? Where am I on the list For production? Per my 7/26/22 conversation with a representative, I was told that when the item arrives, they would then start production and it's unknown where I stand on the list. Its beyond understanding that you just don't really care about customer service and your customers. In reading all of the other complaints others are having with your company it's all the same. Lack of ANY communication. Why is it so difficult that you can't send out a preemptive letter, or email to your customers to advise them of the issues you are having. Communication goes along way with trust. If I could understand what is going on over there, hearing it from you first, with honest information, I'm sure you would not get many of these complaints. When you've invested so much money into an item that you are not getting, and you're being ghosted, you worry that you're being scammed. It puts a lot of stress on your customers and it's all completely unnecessary. You say at the end of all of your complaints that you apologize. It sounds very insincere, as you continue to supply inadequate customer service and we as a customer see no changes in your concern.
  
  
  Business Response /* (4000, 9, 2022/08/11) */
  The weekly internal update advises 2-3 weeks for the chiller. Generally speaking for a swim spa it is about two weeks in production and 1-2 weeks for shipping to the warehouse closest to you. At that point, the rep/delivery team would contact you to coordinate delivery. The delays and sometimes break in the supply chain have been well documented in news circuits for the last two years. An example that has directly impacted us, would be freight cargo in holding patterns on the western seaboard. Compounding this issue when something arrived, the rules for wheeled freight transportation across the California border had been made more stringent. Every component or raw material that is unavailable for a unit, pushes all orders back requiring said material. Your recommendations for improved communication have been well documented, in addition to those of other customers. These concerns as well as other trends are being reported. -- Aqua Living Factory Outlets takes no joy in someone being unhappy. We respond to all of the complaints with the information that is available and try to resolve the issues reported to the best of our ability. No one is trying to invalidate your feelings or opinions, but there are 50+ stores and
  18,000 units leaving the factory yearly. Only those that feel the most accosted present here. I will write with my own voice in addition to the company's, when I say that I am sorry you have had this experience and we are constantly working to improve. We want you to enjoy your product as soon as possible and are filling orders as quickly as we can. Thank you for your feedback and patience.
  
  
  Consumer Response /* (4200, 11, 2022/08/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand now that the chiller is estimated to be 2-3 weeks and I understand the timeline for production, but I'm still not getting the information I'm seeking in getting MY estimated completion date. Once the part arrives, will I go into production immediately? I gather it would be about a month once production starts but not knowing how many can be produced at one time and where we are on the backed up list, it could be many months for us. Where are we on the list to start production?
  
  
  Business Response /* (4000, 13, 2022/08/17) */
  From what I understand, there are approximately 20 swim spas in production a week. You are right at the cusp of that threshold, and your unit will begin production the week the chillers are in or be early the following week.
  
  
  Consumer Response /* (4200, 15, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate the information offered. It does conflict with a previous comment that swim spas are in production for two weeks, not one. I'm just going to wait to see how this plays through.

• Initial Complaint

  Date:07/19/2022

  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.

  Have had the hot tub 3 months, stop working already. Will not let you talk to a person, but make you file a warranty issue on line. Did that, and no one will respond.
  The absolute worst company I have ever done business with. Please help me with the company.
  

  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/07/27) */
  The replacement spa pack was received on 07/26/22 per FedEx tracking number: . A technician has been assigned to complete the warranty request work; his information was emailed to the address on file on 07/26/22. Customer service representatives are available Monday - Friday, 9:00 A.M. - 5 P.M. EST, to field any new warranty requests and work open cases. If a request needs to be made outside of normal operating hours, the website is available 24/7. Wait time in queue does fluctuate due to call volume and we apologize for any inconvenience that you may have experienced.