Complaints

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

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  Aqua Living Factory Outlets

  506 Twin Oaks Dr Johnson City, TN 37601-7610

  
• 

  Aqua Living Factory Outlets - 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:01/08/2025

  Type:Billing 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.

  They sold me a hot tub by offering me zero percent financing with equal monthly payments. The salesman said it was a one time financing that was only for that sale at that location. I was told to fill out an application from Wells Fargo that had a box to check for 60 months zero percent financing. It came back approved for the hot tub price and a warranty package he insisted I purchase.
  About a month later, I received a letter with a strange card that stated I had a REVOLVING CREDIT ACCOUNT with “Aqua living outdoor solutions”! I would never had signed up for a revolving account or purchased the hot tub if they would have informed me about this . I work very hard to keep my credit utilization low and now this has ruined it. I have repeatedly tried to tell both Wells Fargo and Aqua Living that this was not what I was told I was applying for . It was sold as an account that was paid in equal monthly payments NOT A CREDIT CARD. Aqua living has claimed no responsibility for this, and even told me to quit calling. Wells Fargo has told me I am not the only person complaining about this , but refuses to correct the way this financing is reported. I have never missed a payment , my history is flawless. Yet this has caused my credit score to fall 100 points. I am simply asking them to correct the reporting . I have disputed it 4 times with no change . Both Wells Fargo and Aqua living just brush this aside and ignore me. This is fraud.

  

  Business Response

  Date: 01/20/2025

  The WF financing was not explicitly described to you as an installment loan. There were other financing options available at point of sale. Unfortunately, with what was authorized and selected by the customer, there is not a way to differently report the agreement, other than what it is. It would also seem that other variables are at play affecting your credit score. A credit inquiry, new account, and utilization of the new line would not impact the score by 100. 

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the 4th Claim I have had to put in on our Hot Tub for the same issue. They continue to tell us they need pictures of the wiring for it's installed incorrectly. It was certified by 2 electricians to be installed correctly. They keep giving us the run around as to why it stops working. They have replaced the Jets, Motherboard and no clue what else. It worked the entire summer of 2024 and has now stopped working AGAIN of which they now blame on incorrect wiring. LPI non stop passes the buck on the problem. I want my money back and this faulty unit returned!!! The only other resolution is to replace the ENTIRE tub. I am not risking anyone getting electrocuted because of their products.
  It is NOT wired incorrectly or the technician would have said something the 3x they were here replacing parts!!!! They are trying to avoid a faulty unit.

  

  Business Response

  Date: 01/20/2025

  A service technician is scheduled for 1/27/25; please make sure the unit is dethawed and has water in it as previously indicated. The technicians would not be checking the GFCI while on site unless it was specifically outlined in their work order. There will not be a return and refund, or a remake authorized for this order. We will, however, continue to honor the warranty as written and apologize for any frustration experienced. 

  Customer Answer

  Date: 01/24/2025

  I did not agree to this.... I told them I spoke to the tech they hired and 'we' agreed to wait until temps were above freezing to do the repairs. They are completely twisting my words and not complying with the warranty. I am not responsible for any damage due to their product failing during Artic temperatures!!! Their part failed and they have done everything to try to turn the tables on it being MY FAULT. I can't help it if it failed #1 during a snowstorm and #2 Mother Nature in January is holding temperatures under freezing. They need to get out here and repair it after I have complied with EVERY notice they have sent for me doing THEIR JOB! I am going out of town for 3 days and they are making it sound like I'm going on a world tour. They canceled the tech for Jan. 27th and I'm home! 

  Here is the email! 

  Hello Ms. ******,
  
  After speaking to you earlier this week, you stated that because of the current weather situation in your area, along with an upcoming trip out of town, you are choosing for the repair to be put on hold for now. While we understand that, our system will not allow us to hold the case open for that amount of time. In order for us to send the technician out at your requested time, this claim will have to be closed for the time being. Don't worry, we will notate the claim to ensure that when the spa is adequately thawed out, all that you would have to do is give us a call and we will open a new claim to install the spa pack. Please reference the claim number ******. We appreciate your understanding and hope that this email has eased your mind that you will NOT be forgotten about and the spa pack will be replaced.
   
  Per our conversation, please also be advised that any damages that occur from any freeze damage will not be covered under the warranty. If you have any questions or concerns, please don’t hesitate to reach out to us at (423)-349-2900, option 6.

   

   

  

  Business Response

  Date: 01/31/2025

  We will be glad to send a technician to inspect your spa after it has been thawed. Please contact warranty services when the weather is more favorable.

• Initial Complaint

  Date:12/27/2024

  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 11-30-24 I stopped by aqua living store in midland Tx and paid $6578.00 for a spa. Serial # 217339b. I got a clearance spa cause just delivery in bout 2 weeks vs waiting for one to be made.
  12-11 I checked on delivery and was told by end of week.
  12-12. Checked website and saw spa with serial number 217339b was priced lower at $6218. I went back to store and was told they will give me the difference, it was computer error.
  12-26. Still no spa and checked website and now the same spa is priced at $5759.00. I have yet to receive any money back from the difference and no eta on shipment. There has been MANY txt and calls I have made with no results. I have screenshots, txt and emails with everything that I have mentioned plus other conversations.

  

  Business Response

  Date: 01/10/2025

  We apologize for the confusion and error. The specific unit you purchased was always allocated to you, and could not have been purchased or attached to another customer's order. Delivery should be coordinated shortly.

• Initial Complaint

  Date:12/09/2024

  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.

  Hot Tub, TT-650 purchased on October 17th.
  $500 deposit paid on credit card
  $7,714.73 paid via their inhouse financing.
  
  Hot Tub delivered on November 20th is not only used, it does not meet the specs as advertised on their website. Per the attachment, also located on their website at *************************************************************** the hot tub should include 2 pumps. The hot tub they delivered only consists of 1 pump. This was reported and confirmed with pictures to Aqua Living on November 21st.
  
  Aqua Living CS rep., Candy, advised me on November 22nd I would receive a resolution by the end of the day November 27th. As I did not receive a call by 5pm, their closing time, I disputed the $500 credit card deposit, and placed a stop payment on all bank debits coming from LPI.
  
  I received a call from DM Jim ***** at 6:01 pm on Nov 27th. There was no resolution provided. I reiterated the issues. This includes being sent a used hot tub not up to advertised specs and $300 out of pocket expenses due to incorrect information provided by AL regarding the need to have 2 to 6 persons available to help the freight company unload the tub from the truck. This manpower was not required/needed.
  
  After several calls between Jim ***** and I between Nov 27th and Dec 6th, Jim advised me of the resolution. Repo the tub and send me to collections for the finance contract or ship a new tub in March with the correct specs with no additional discount or compensation for the $300 out of pocket expenses incurred due to their incorrect information provided to me in writing. The march timeframe provide was due to being out of pumps. This leads me to believe they shipped with one pump with the expectation i would not notice.
  
  AL needs to honor their finance contract, deliver to me in a timely manner the product I purchased. March is not acceptable. Especially with no additional discount for the time lost and expenses incurred due to their misinformation provided in writing.

  

  Business Response

  Date: 12/23/2024

  An amicable resolution has been agreed upon between both parties. A new unit is being produced and will be swapped with the current model at no cost to the customer.

  Customer Answer

  Date: 12/23/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22651944, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ****** *******

• Initial Complaint

  Date:12/02/2024

  Type:Billing 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 is for a hot tub I ordered on 4/29/2021. The total cost was $9,770.07 and I paid the required 25% down payment at that time - this is not disputed with the merchant.
  
  As stated on the agreement with Aqua Living, the balance was to be paid prior to shipment from their factory. I paid the remaining balance. As this was paid by credit card by phone, I did not have a receipt to retain. To confirm receipt of my payment, the hot tub was delivered on 8/13/2021. In the intervening years, Aqua Living serviced 2 warranty claims as required under the agreement that we both completed. Further proof that I had paid.
  
  The problem is that Aqua Living contacted me on 9/23/2024 – 3.5 years after initial purchase and over 3 years after delivery – stating they had done an audit of their records and they can't find proof I paid. They are requiring me to prove that I paid that long ago.
  
  I called Aqua Living the day I received their email. They explained they had a large mess of paperwork from this store and have been working to clean up the chaos which impacts many customers. They asked for customers to help them as a “gesture of goodwill”. I spent time trying to find receipts but with the years that have passed, I don’t even know which credit card I used and the last four digits of the card they recorded for the deposit doesn’t correlate with any card I have now so there is no way for me to track this back.
  
  I firmly believe it is not up to the customer to prove a bill was paid from multiple years back when the signed agreement said the product would not be delivered until it was paid for. Delivery of the product should be proof of payment. They have serviced the warranty as evidence the agreement was fulfilled. Customers have no legal responsibility to retain copies of payments made in years past after having received a product. Aqua Living admitted their processes are a mess and evidence is that it has taken them 3 years to find that they can’t locate their own receipt.

  

  Business Response

  Date: 12/16/2024

  While we understand the initial surprise and subsequent frustration from receiving such a notice, the request still stands. We will not apologize for inquiring about an unpaid debt, nor for following through with the outlined potential outcomes. A representative will be initiating contact to further discuss and offer a potential alternative. 

  

  Business Response

  Date: 01/13/2025

  If you were wanting to use the BBB's resources, they have guidelines on how to initiate the services. We are glad you are willing to participate. When reading for content, there has not been a singular instance that you were advised AQL would be contacting you directly again. An entity licensed in VA will be contacting you to resolve.
  

  Customer Answer

  Date: 01/13/2025

  There's no progress being made with the business.  They haven't actually addressed any of the original concerns I raised.  I have agreed to participate in arbitration which they acknowledge but don't move forward with.  When does the BBB step in and offer assistance?

• Initial Complaint

  Date:11/13/2024

  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 a S.p.A. from this company in May 2024 they delivered I had the electrical work completed by a lic electrcian,filled it with water . One month after install the weatherstrip’s from the cover fell off , now 5 months later when I went to use the spa it was empty water leaked out of the spa. I called to get a tech to come out as I’m under warranty the company employee stated I had to find the leak and take photos . Then they would determine how the were going to handle this. Horrible customer service . I had to hire a plumber to go out to repair as they were not willing to assist .

  

  Business Response

  Date: 11/25/2024

  The initial interaction could have been more delicate, and for that we apologize, but it is important to gather as much information as possible to ensure a quick, complete resolution. A dye kit has been shipped and all supporting information provided to the assigned technician.

• Initial Complaint

  Date:10/28/2024

  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 10/24/2024, I visited the 6900 Peachtree location and purchased a hot ordered a hot tub from salesman, Herb Rapp who wrote the order on paper and took my credit card information. I never received an email receipt so on 10:17, I called Herb at 770-354-1446 & he explained that he is old-school & only writes orders but submits them to someone else so that they can put it into the system but would have someone follow up. I received a phone call from Brandon at ************ at 12:45pm EST & he explained that the hot tub I selected was no longer in stock in the color I wanted and suggested that I upgrade to a hot tub that they had in stock so I could receive it in one week Instead of the 4 weeks it would take for them to build the specific tub I previously purchased since it was no longer in stock. My aim was to get my hot tub as soon as possible so since Brandon promised I would get the hot tub in a week I agreed to upgrade which cost an additional $652.31 ($599 + tax). I did not need the Wi-Fi or Bluetooth upgrades but again I wanted the hot tub in one week so I agreed. Well, here we are a full week & 1 day later with no hot tub. I called their customer service team on Wednesday, Thursday, and Friday of this week and was told by everyone that it would be shipped out on Friday Only to find out from the last customer service representative that it will not ship until Monday. I also talked to the delivery guy they contract for deliveries & he advised he will not receive the hot tub until around 1am on Tuesday, which means my hot tub will not be delivered until Wednesday. A week beyond promised, I do not mind the delays however I was misled into upgrading the hot tub with the promise of a one week delivery. I want to be compensated for this upgrade, as the ONLY reason I agreed to upgrade was with promise I’d receive it in a week. Also after speaking to Herb today I learned that several hot tubs were actually shipped out today but not mine. Total purchase price $6,2405.

  

  Business Response

  Date: 11/01/2024

  Our records indicate your spa has been delivered. We apologize for the frustration and hope you enjoy your new product!

  

  Business Response

  Date: 11/11/2024

  Unfortunately, we will not be able to discount or refund the additional features that you purchased. There was not any intentional misleading. Under normal circumstances, your spa line would take 2-4 weeks to produce and then another 1-2 weeks for the unit to be shipped to the local warehouse. At this point the delivery agent would coordinate with you for a delivery date. Manufacturing and transportation intrinsically possess a high degree of variability. We could not add your spa to an already full truck load. Your spa was received and is in use three times faster than if you had placed a custom order. Customer service has provided a complimentary gift to mitigate part of the frustration, as your positive experience is important to us. 

  Customer Answer

  Date: 11/16/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because you claimed that there was no intentional misleading, but they’re in fact was intentional misleading. I was told that if I upgraded that I would have my hot tub within a week. That was the promise that was made to me in the expectation that was. Had I known I would have had to wait anyway I would not have upgraded anything. The ONLY Reason I chose to upgrade was with the promise that I would receive it in a week. I don’t care what your normal process is. I don’t work there. I can only go by what you guys tell me. I was intentionally misled and tricked into upgrading. And in fact, this hot tub doesn’t even have Wi-Fi like it was supposed to. But I don’t care because I wouldn’t have used it anyway and I do want my money back because you all lied. That is unfair and deceptive business practices, and you guys need to be held accountable. Stop taking advantage of people that’s not the right thing to do. It was an honest mistake. You need to correct your sales people, and let them know that they cannot be promising people delivery dates that they cannot make good on. You guys have to be held accountable here you don’t get to just say whatever to people and mislead them into spending more money.
  
  
  
  Sincerely,
  
  
  
  Sasha Lane

• Initial Complaint

  Date:10/21/2024

  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.

  Purchased a Catalina Luxury Armstrong with Cover Sterling/Graphite
  Serial # *:183261 in June of 2023 with what I was told was a 10yr warranty. 1yr later all the metal inside the spa is rusting and they are telling me I have to replace it myself and it is only guaranteed for 90 days. Rust doesnt' happen in 90 days. I shouldn't have to replace every metal piece including the speakers in 1yr at my cost. It is a shady operation and they tell you one thing and give you another. I want all the rusted parts replaced.

  

  Business Response

  Date: 11/01/2024

  Please see the attached warranty associated with your Catalina purchase. The jet and audio warranties are outlined under the "other warranties" section of the document. Audio components are warranted for 90 days and Jets for one year. The structure warranty is ten years.

• Initial Complaint

  Date:09/09/2024

  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 agreed to purchase a hottub on 7/25/24. The product was delived damaged, and not by the means chosen at time of sale. Due to damage, the delivery was refused, at the advise of deliverer. I reached out to my sales person immediately to discuss a solution. I was finally able to contact my sales person on the phone after having been given the run around for hours. He stated that he was on his way into a meeting and would contact me within the day with a solution. I have not heard from him since. I have sent multiple emails to him, and others within the company, and have gotten no response. I have requested to cancel the order, as the product was not delivered as promised and no solution has been proposed. This puts the company in breach of contract. I am still being billed monthly for a product I have not received.

  

  Business Response

  Date: 09/19/2024

  Our apologies for any frustration stemming from communication. The order and loan have been cancelled, and the refund for the singular monthly payment submitted. 

• Initial Complaint

  Date:08/26/2024

  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 5/4/22, I purchased a hot tub with steps and a cover (receipt attached). Recently, when I tried to remove it for use, it basically fell apart (pictures attached). When I looked at their website for a replacement cover, I noticed that nearly all the covers pictured came with a 5-year warranty. (Screenshot attached). Since it has only been 2 years, I called Aqua Living for a replacement. I was told that the cover only came with a 90-day warranty.
  
  I am requesting that Aqua Living honor their advertised warranty.

  

  Business Response

  Date: 08/26/2024

  Please reference the attached warranty document. The website indicates that "Each type of spa cover for *sale* at Aqua Living... warranty." There is not a separate purchase of a cover from AQL. Your spa purchase included a cover. It's warranty would be dictated by the 'other warranty' section advising: "The vinyl spa cover is warranted to be free from defects in materials and workmanship for 90 days from the original date of purchase. This warranty does not cover fading of vinyl and thread that naturally occurs with sun exposure and aging, damage caused by improper water chemistry or chemicals splashed on the cover, worn or torn vinyl, tie downs, and handles caused by dropping, dragging, or storing against sharp objects, water absorption or broken foam cores caused by punctures in or damage to the vinyl or plastic barrier, mishandling, or excessive weight loads. Since replacing the cover does not require specialized tools, the owner is responsible for installation and all shipping charges." We will be glad to continue honoring your warranty as written.