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

  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:08/07/2024

  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.

  I ordered by hot tub on June 4, 2004 and that is when the salesman (*****) told me that the cord would be 8-10 feet long. On July 22, 2004 the hot tub was delivered and the cord was 4 feet long. The delivery driver FaceTimed (*****) and told him that the cord was too short. I then called ***** and he told me to use an extension cord until he ordered me a new longer cord. This is August 6 and still no cord. I had to hire an electrician to come out and move the outlet closer to the hot tub so I quit burning up extension cords. That bill was $1375 to have the electrician move the outlet closer. I want to get reimbursed the $1375 for the electrician. This is cheaper than asking for a refund for the hot tub that may be ruined for using an extension cord. The hot tub cost around $7,000.

  

  Business Response

  Date: 08/16/2024

  This has been resolved amicably in private between the customer and company.

• Initial Complaint

  Date:06/28/2024

  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.

  6-1-24
  $27,500
  HOT DELIVERED DAMAGED AND LEAKING
  ATTEMPTED TO FIX -RUDE SERVICE RELATED THIRD PARTY SCHEDULERS
  4 WEEKS DOES NOT WORK

  

  Business Response

  Date: 07/11/2024

  Our apologies for the frustration. In light of your adamance concerning the proposed repair, a representative will be reaching out to you shortly outlining possible solutions.

• Initial Complaint

  Date:05/21/2024

  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.

  Ref. Catalina Delux Spa, Orden # 89958, Serie # 19294Z, Date: 4/8/2023, 9,058.94. ON APRIL, 08 2023, THE PURCHASE OF A CATALINA DELUXE SPA WAS MADE AT AQUA LIVING FACTORY (PURCHASE INVOICE ATTACHED) AND WE WERE SERVICED BY THE SELLER JAYSON DEROSA. THAT SAME DAY THE FIRST PAYMENT FOR THE PRODUCT WAS MADE (PURCHASE INVOICE IS ATTACHED) $9,058.94 PLUS TRANSPORTATION COST. AFTER MONTHS OF WAITING, THE HOT-TUB SPA WAS FINALLY RECEIVED ON 6/6/23. THE SPA WORKED FOR 10 MONTHS. ONCE IT STOPPED, WE OPENED A CLAIM WITH THE COMPANY FOR A REPAIR OR RESOLUTION. THEY HAVE SENT TECHNICIANS WITHOUT ANY RESOLUTION. WE HIRED AN ELECTRICAL CONTRACTS WITH LIC. # EC 13011577, CS ELECTRICAL SOLUCION INC, AND IT WAS DETERMINED THAT THE VOLTAGES ARE APPROPRIATE AND COMPLY WITH THE NEC 2023 REGULATIONS. (PHOTOS OF THE VOLTAGE ON 05/17/2024 ARE ATTACHED). WE HAVE ATTEMPTED TO SPEAK TO A SUPERVISOR BUT NEVER A RETURNED CALLED. THIS COMPANY HAS LITTLE TO NO EFFECTIVENESS IN TIME AND EFFICIENCY AND IS NOT MEETING THEIR CLAIMS FOR A HIGH-END EQUIPMENT. THE EQUIPMENT WAS PURCHASED WITH A WARRANTY AND THE PRODUCT IS NOT IN CORRESPONDENCE TO THE VALUE AND THE WARRANTY. THE HOT-TUB SPA OPERATED FOR 10 MONTHS WITH THE EXISTING FACILITIES INITIALLY CREATED FOR THE OPERATION OF THE HOT-TUB SPA. THE WARRANTY TIME IS STILL RUNNING AND THE PROBLEM HAS NOT BEEN RESOLVED EFFICIENTLY. THE INSTALLATION OF AN ELECTRICAL LINE FROM THE MAIN HOUSE PANEL TO THE SPA, UNDER THE NEC 2023 TWICE CHECKED, THE EQUIPMENT RECEIVES THE VOLTAGE REQUIRED BY CODE. COMPANY IS FORCING THE CONSUMER TO INCUR HIGH COST EXPENSES WITHOUT HAVING CARRIED OUT THE NECESSARY TESTS. OR HAVE HAD A THIRD COMPANY WITHOUT INTEREST IN THE MATTER OF AN EVALUATION. I RESPECTFULLY REQUEST YOUR INTERVENTION IN THIS CLAIM CASE. MY PRODUCT IS UNDER WARRANTY

  

  Business Response

  Date: 06/04/2024

  There has been a new work order created following the GFCI verification and written consent to terms. A technician will be scheduled shortly.

  Customer Answer

  Date: 06/09/2024

  
  
  Complaint: 21739047
  
  
  
  I am rejecting this response because:  This complaint come from April 8, 2024, The company do not work to help or resolve the customer issue, We continue with the same situation ( the jacuzzi is not working for more than two moths). Every cases that the company open for the issue take more than 2 week for get some respond, The Consumer have the right to get solution of the issue with the appropriate time, (We  still waiting for). LPI has force us to make two diferent electric arrangements and until now they have never send a specialist to find out with was the problem. "They just force us to make more work and them they stated that if we do not doing what they say, the company do not continue with the claim". The Hot tub is in warranty and the company only have limited themselves to guessing the problem through the photo they request; them they orden a guessing part, come here ( two time) and that is not the problem and the game continue. The Last conversation with LPI they force us to sign an agreement  to continue with the process. As customers we are very dissatisfied with the process and all request from LPI. We hope you can help  us to resolve the problem. Is not fear for any customer WE live in a country of Laws. 

   

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

• Initial Complaint

  Date:05/08/2024

  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.

  They are refusing to refund me my money after a bad experience.

  

  Business Response

  Date: 05/20/2024

  Your cancellation was approved and a refund issued.

• Initial Complaint

  Date:05/07/2024

  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.

  From start to finish, the entire ordering and customer service of this company is awful. I’ve left a review based on that experience which was awful in itself. But this complaint is regarding the additional items we purchased which were not delivered on time.
  
  We paid $400 for our delivery. The concierge cover, chemical kit and our steps were not delivered. They said they would be delivered at a later date. When I inquired with our sales rep who I ordered them with. He said. Not his department. To contact customer service. He didn’t know.. They said they had no idea what we were talking about. Apparently they opened a case then and the items would be shipped.
  
  That aside, the delivery company was obviously not able to install the concierge cover as it was not there. I asked them about it and asked if when it would be delivered, they were coming back out to install it. He said they could. But that it would cost me more money for them to make a second trip!
  
  The delivery company is separate from the store. So I understand that. However. Aqua living needs to cover that. Not me. This company needs serious customer service training. Your reviews and complaints are terrible and I believe every single one of these complaints and reviews accurately reflect how you treat customers. I will never buy another item from you again!

  

  Business Response

  Date: 05/20/2024

  Our records indicate your missing accessories were received on 5/8/24 per FedEx tracking: ************.

  

  Business Response

  Date: 06/04/2024

  Feel free to return the unused cover concierge to the Pinellas Park store for a refund.

  Customer Answer

  Date: 06/05/2024

  I think you are making a very big mistake in letting the company off the hook for their lack of customer support.   If you had paid for an item, had it not delivered with your other product. No communication from the Company regarding where the item was or when it would be delivered. In fact. They said “we have no idea”. , then it shipped late with no communication after the fact.  and then jn order to use said product that you need they make you pay their in store second party fee to come back out. The shipping guy is buddy buddy with the sales rep. They hang out in the store.  What a disgusting joke!  Read their google reviews. Read all of the things people say about this company. And you’re allowing it.  

• Initial Complaint

  Date:04/29/2024

  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.

  We purchased a Hot tub 08/05/2022 , the G6 model. When the hot tub was delivered we didn't receive a demonstration, as promised, we were told that once we had the electricity hooked up someone would come back out to give us the demo, we got everything hooked up, but no one came back out, we didn't even get an owner's manual. A few months later we noticed that the top of the tub was fading when I contacted the salesman, I was told that it had faded because of the chemicals, I contacted another Hot tub company and was told that if it was the chemicals the whole tub would be faded not just the top. So I contacted the warranty department concerning the shell, after a series of emails and sending pictures I was told that someone would get back to me, that was Mon, Jul 17, 2023, 12:07 PM, to this date, no one has gotten back to me.
  
  Now the Hot tub has developed blisters in the shell and the water seal appears to have gone bad because the tub keeps shutting off due to water getting in the speaker. I have listed my resolution as a replacement. I am requesting this because I feel that the issues will only get worse, we never received the service that we were promised, and we should not have to be going through this with an 8k purchase. If replacement is offered we will settle for complete repair, including removal of blisters and refinishing shell, complete replacement of sound system, and a written warranty. I am a Retired Combat Veteran and the purchase of this hot tub was for Therapeutic Treatment for injuries.

  

  Business Response

  Date: 05/03/2024

  We appreciate your service. Please respond to the voicemail and attempted calls from 04/30/2024. We take your concerns seriously and will be reaching out to you again shortly.

  Customer Answer

  Date: 05/11/2024

  This complaint is far from resolved, the only thing that this company has done is request information that was submitted last year, they still haven't sent me my owner's manual. The young lady who use to handle their warranty issues is no longer with the company and she failed to open a warranty ticket when I first contacted them about this issue.  

• Initial Complaint

  Date:03/04/2024

  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.

  Will not send a rep out to help with all the issues this hot tub has
  Numerous photos have been sent to that company
  They have terrible communication and hours and hours and hours we spent trying to get them to resolve the problem
  They said they sent us new directions and the original ones are completely different and I would like to know what yahoos they hire because they are useless

  

  Business Response

  Date: 03/18/2024

  We are appreciative of your compliance with warranty procedures, including the requested pictures. Components have been shipped with FedEx tracking: 713307942941. A third party technician is scheduled to complete the service on 03/21/24. 

  Customer Answer

  Date: 03/26/2024

  Just to let everyone know this whole process took over a year for that company to fix the issue p

• Initial Complaint

  Date:02/21/2024

  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.

  Myself and my business partner purchased a hot tub from them and was very transparent that we were under a time deadline to receive the unit. After waiting an additional 3 weeks on top of the 5 weeks it took to build the tub, we were contacted and told that during inspection a leak was found and they’d need to rush remake our tub. My partner stated that if it was going to take longer than an additional 2 weeks to cancel the authorization hold on our Wells Fargo credit line used to purchase the unit. After two weeks with no reply from the sales agent, we found another hot tub dealer who was more local and who said they had hot tubs in house that could be delivered to us within a couple of days and they accepted the same credit line from Wells Fargo. However when we went to try to purchase the new hot tub it was noted that the authorization to pay Aqua Living had not been removed and we would need to call them and notify them to remove the hold. My partner spoke with a sales agent who made excuses about thinking that someone had called us within the two weeks to deliver the unit to us. My partner said no no one had contacted us and at this point we’re not interested in doing business with them and asked for them to remove the hold. The sales agent agreed and said he made the request but that his finance department needed to approve it. It was 10 min before they closed and he said it would be taken care of first thing in the morning. The next day it was not taken car and another person in the finance office said it needed to be signed off on by a ‘higher up’ and that she’d call back in an hr. And hr passed with no call and when I tried to call it went to voicemail. This process has been going on for over 10 weeks and their customer service is abysmal.

  

  Business Response

  Date: 02/21/2024

  We apologize for the inconvenience. Your order has been cancelled and the authorization released. We wish you well in your future endeavors!

• Initial Complaint

  Date:01/29/2024

  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.

  My relatively new Tuff Spa, is losing water, and after several attempts to locate the leak, nothing has been located for source of issue.
   
  I have reached out to our local tech guy (beginning of the summer), he seemed to think it was a gasket issue in the lid.  He was then unresponsive to my messages & calls, (I found out much later he was out on medical leave).  So I contacted the customer service dep’t on your LPI website.  Misty assisted me to ordering the appropriate items needed, at which all have been replaced, & issue still not resolved. They gave me a list of local techs to call for troubleshooting, the closest one was 1hr 30 min away, they said they do not service hot tubs.  I called other local hot tub companies, whom all stated they do not service other brands & all recommended I continue getting in touch with where I purchased from ( Depew, NY 14043) I tried to reach out to LPI customer service a few more times, & only received an e-mail, that the case number had been closed, with no additional support for my requests.
   
  I called our local store this FALL, & spoke with a sales rep at Aqua Living Factory Outlet, who gave me a new contact for tech support to come out & trouble shoot my still existing issue. I was charged $100 for trouble shooting my water leak, which I was happy to provide in hopes that my problem would be resolved. 
   
  The techs came out, pulled all panels off, found wet insulation, & still unable to find the leak. They replaced the wet insulation, & some jets. (+$150.00)
   
  It is now December 21st, I am still losing water.  The water line drops approximately 7” in 9 days’ time (with no one even using it) I have never had any issues with my Tuff Spa since I purchased it in the Fall of 2020. Until this year.
   
  I am hoping there is someone, somewhere that can help me get this fixed or replaced. We have an adult only household, and treat our belongings with care.
  Since then, I have tried to get this resolved and still no resolution for repair

  

  Business Response

  Date: 02/12/2024

  Your purchase was from a show event in July 2020 with delivery in September of the same year. The labor warranty coverage provided for your Tuff Standard spa was 6 months full labor with a service charge for months 7-24. At this juncture, you would need to coordinate with a third party technician to provide a diagnosis. At that point, we would be more than happy to assist in helping you order any components necessary for repair. 

• Initial Complaint

  Date:12/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a hot in March of 2022 it was delivered in June of 2022. The hot tub had tons of problems it had a hose that was punctured, the foam was completed wet and worst of all the hull had crack in it. The crack continuously leaked water. I had a repair person come out he said he had never seen anything like it. That was the service person Aqua Living Systems recommended, and he suggested that I call you. Aqua Living systems said the hose and foam were out of warranty and sent me a patch kit for the crack. They asked me to take a level to make sure the hot tub was level which I did. The contract states the hull is covered for two years. I spent almost $8000.00 on the hot tub and I'm not satisfied having a hot with a crack in it. I would like a new hot tub which I thought I was getting, the crack is unacceptable as a remedy.

  

  Business Response

  Date: 01/03/2024

  The labor warranty is listed as 90 days (please see attached warranty document). We sent an acrylic kit for the repair, but the labor would be the customer's responsibility. 

  Customer Answer

  Date: 01/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: After Bob came to inspect the tub he told me to call the BBB because he had never seen a hot tub in such bad shape. You said the didn't warranty the broken hoses and foam, but it was leaking like crazy, he said a jet must have been replaced before shipping to me. Most of all he said the crack was caused by the manufacture, not from anything else. To buy a hot tub for almost $8000 dollars and to only receive a $5 dollar patch kit seems completely unreasonable. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 01/25/2024

  We apologize that our stance and decision are not something you agree with, but it has remained unchanged for 5 months and is based on the facts and the warranty guidelines.