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:11/27/2023

  Type:Order 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.

  On August 24th, after evaluating and comparing different Hot Tub we decided to buy a Catalina Kennedy at Aqua Living Store in Las Vegas. Looking at the specification sheet everything was included and it seemed a great Hot Tub, until delivery date . We chose our own delivery company because their company , even if they were using the same crane company I used, they were doubling the charge for the crane. First surprise, they charged a pick up fee, never mentioned or discuss before, of $125 then reduced to $75 because the pickup agent argued about it. Then once delivered , there were a lot of damages and most importantly missing components . We realized immediately the ozonator was missing and then the low power circulation pump was also not there. LPI was pretty expeditious in fixing some of the issues sending a panel out and the ozonator, but when the technician came he informed me the tuff cover was not fixable and the circulation pump was impossible to install due to different plumbing needed.
  I went back to the store and the sale agent , who sold me the spa, agreed with me that a dedicated low power circulation pump was in the standard configuration description and in the specs sheet and he said he would have contact the company to rectify the problem. Well LPI called me trying first, to tell me they evolved the design and now there was a 2 speed pump and then, someone else replied to a case number i opened stating the circulation pump was an option and needed to be ordered and paid extra. I asked for clarification sending out the web site description and the specs sheet and their answer was well we don’t know why is there for us that is an option. Well if you go online and check their website , there is no option to order a low speed circulation pump , why ? Because it’s described as standard equipment . I went back to the store and my sale agent doesn’t work there anymore… this is not only a false advertising infringement but also consumer law.

  

  Business Response

  Date: 12/08/2023

  Additional information concerning the energy efficient two speed pump was provided to the customer.

  Customer Answer

  Date: 12/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20918903, and find that this resolution is satisfactory to me. They explained they changed the design 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:11/20/2023

  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 brand-new hot tub from aqua living on 4/25/23 for $10857.00. It was delivered the first week of June by their company. The hot tub was not set up until the 3rd week in June due to waiting for electrician to hook up. ON June 19th I reached out to the company because we had many issues with the new hot tub. The cover was not sitting on the hot tub right, the seals on the cover were falling off. The cover is connected to the hot tub. The Bluetooth speaker in the hot tub was not working, and the vent on the panel was broken. Finally on July 14th a technician and his "friend" both high as kites, reeking of marijuana showed up. They took the whole hot tub apart to find the Bluetooth speaker, it was not hooked up. IN the process they managed to break/crack 2 panels of my hot tub. They never fixed anything else, and also reported that one of the heating capacitors was bad, and that the pump was not working correctly. He stated that the parts would be shipped directly to my home, then he would schedule apt to come fix everything once all the new parts came in. Again I heard nothing. August 7, 2023 he reported he noo longer worked for company but could charge me to fix it. August 8, 2023 reported to company and they had closed my work order because tech reported it was completed. The last week in August 2023 another technician came out, he couldn't fix without parts, he needed to order them. Fast Forward October 31 still not fixed-nothing fixed, now the company tells me they will only order the parts and I can fix it myself. These issues have been since day 1. And reported as soon as the hot tub was hooked up. This company has not done anything to help, they just keep closing out the case. MY hot tub now has no seals, the panels are cracked, and it continues to throw codes on computer screen. The company refuses to fix this. This is not acceptable.

  

  Business Response

  Date: 12/07/2023

  We apologize for the delay in resolution. A representative will be reaching out to initiate a new case and resolve the noted issues.

  Customer Answer

  Date: 02/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I do understand what is covered under warranty, however since your technician is the one who actually did the damage I feel it is your companies job to fix what you broke. This has been the worst experience and the most unprofessional company I have ever dealt with. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 02/19/2024

  We apologize for the frustration experienced. As a new work order has been created for a different issue, the installation has been approved as a courtesy.

• Initial Complaint

  Date:11/07/2023

  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.

  The golf cart I bought has trouble going up small hills with more than 1 person and this is a four-person golf cart, the factory sent out a third-party contractor and he agreed with me that it has a problem and needs to be fixed, I like the golf cart but it needs to be repaired or my money back. I have reached out to the factory guy and he is not responding and the store manager will not return my calls. I have not been unreasonable but I want what I paid for.

  

  Business Response

  Date: 11/17/2023

  The testimony of the dispatched technician does not align with your claim. However, this has been resolved privately with the customer.

  Customer Answer

  Date: 11/27/2023

  Resolved

• Initial Complaint

  Date:11/06/2023

  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 purchased a Tuff Spa recently. Within two days it stopped working. They told me it was due to electrical issues on my part but they sent out a tech. Tech replaced some components and the jets worked and all the electrical stuff was perfect as per the tech. Once he left I was happy that the jets and power was working again. Several hours later though the heater went l! I truly believe this purchase was a mistake. I should’ve done homework on this company. Please have someone out ASAP to resolve this or exchange it for a new spa. This is unbelievable to say the least. Always finance with this company so you have the upper hand!!! Don’t give a dime out of pocket. Trust me. Repair this or replace it. Do something please.

  

  Business Response

  Date: 11/17/2023

  These concerns have been worked out directly with the customer. 

• Initial Complaint

  Date:11/06/2023

  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.

  Never buy anything from LPI, Inc!
  We bought a Tranquility hot tub in October, 2022 from LPI inc, also known as Aqua Living in Johnson City, TN. Since the company builds the tubs after they are purchased, it was not delivered Until December 20. We filled it with water after January 1, 2023.
  
  It started leaking in June, the water level fell below the vents, so we turned it off. The company said they would send out a repair person since it was under warranty, but it was a month later in July when someone finally came. Unfortunately, this person was incompetent and caused a vacuum leak in the air inputs, which then caused water to get into the air intake, which began to leak water right onto the pumps, causing an electrical problem - when you touched the water, you get shocked!
  
  We called the company, who said the 6 month warranty has expired - they began the warranty from the date we purchased it in October, 2 months before they even built it. LPI now refuses to acknowledge any responsibility and won’t stand behind their products, though it was their repair person who caused this dangerous situation. We hired our own electrical contractor who confirmed the electric problem, yet they won’t pay for that cost.

  

  Business Response

  Date: 11/17/2023

  The Dr. Wellness G-100 that you purchased comes with a 6 month labor warranty. It is attached for reference. December to June is six months. Our records indicate a technician dispatched by our company was on site 07/11/2023. The next warranty claim that was submitted came in on 10/25/2023. This is outside of the provided labor warranty time frame. Components, which are still covered by your existing warranty, were received on 10/27/2023 per FedEx tracking: 633402936512. We will continue to honor the written warranty.

• Initial Complaint

  Date:11/01/2023

  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.

  pre ordered a swim spa from local sales in Melbourne, FL (July), swim spa included a 2500 cooler that was not delivered Oct 31. In addition I was slapped with a 1500 deli ery fee. The salesman told me all cost 20,000 are included in original purchase. All cost, the spa, the stairs, the cooler and delivery. so no I paid a total of 4000 that was not delivered and/or above the contract agreement.

  

  Business Response

  Date: 11/13/2023

  The unit was delivered on 10/31/2023 per the endorsed BOL. The production ticket indicates that the chiller was included, and based on recent correspondence with the sales representative and customer service, you are aware of this. The delivery fee is outlined specifically on the invoice as being a separate fee. Additionally, a service technician is scheduled to attend the property tomorrow, 11/14/2023, to diagnose and repair your other concerns. 

  

  Business Response

  Date: 11/17/2023

  The cancellation policy and itemized invoice are attached on this case. Both were available on the same document from 6/26/23. A credit or refund is not due, and has not been approved.

  Customer Answer

  Date: 11/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  full of lies. no worries, I have already advised two other couples about this business and how this business values their customers. they have gone elsewhere. I will continue to provide feedback to the veteran community and friends 

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

• Initial Complaint

  Date:10/30/2023

  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.

  We purchased a Catalina hot tub from this store over two years ago. Since then, it has been a nightmare. At first the top was warped so it didn't close properly, we had our cover sealed with pool noodles for over a year. The main board had to replaced due to moisture, the jets had to be replaced as well. A little over a year later we received our top, but the hinges weren't on properly. Most recently our tub is shorting out when we turn it on. We have been in contact with the store manager ****** **** since our first problem and he only gave us the run around. Most recently he told me that he has done the best he can, he's only a salesman. The aqua living sales rep that I spoke to today was very rude and did want to listen that I was sent the wrong parts. This is very disheartening, and no one should be treated this way. ****** has given us the numbers to team contacts and the CEO if the company. As the store manager ****** should have handled this and not give us the run around.

  

  Business Response

  Date: 11/10/2023

  While we apologize for the experience you have described, there is an extended history of honored warranty claims. ****** is the sales representative and would be able to assist in directing you to the warranty company for assistance. There is record of him reaching out on your behalf. However, this is not his responsibility as the warranty protocol is available in your manual as well as online. In the spirit of good faith and good customer service, he has continued to work with you towards resolution. The specific labor warranty was explained during a recent phone call with the manufacturer's service team as they have continued to work your warranty case.. 

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the hot tub in September of this year and we expressed our concerns of not being able to get service and were told it would be no issue and now it’s been weeks and we can’t use our hot tub because it is leaking, and i think it is due to delivery of it sliding off the trailer and smashing into our stampcrete pad.

  

  Business Response

  Date: 11/10/2023

  The delivery issue is not mentioned on the endorsed BOL or open warranty case. A technician was at the home on 11/08/2023 to replace the plumbing component.

  Customer Answer

  Date: 11/20/2023

  The complaint has not been resolved ! This company has been awful to deal with and I hope they go out of business !!! 

  

  Business Response

  Date: 12/06/2023

  A technician has been assigned to the new work order and will be contacting the customer to coordinate a service date.

• Initial Complaint

  Date:10/24/2023

  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 purchased a hottub and it was supposed to be here with in 2 weeks. Time frame was the only reason why I purchased the one I did. I made it clear I didn't want to wait 6weeks to get one built. So I waited 2 weeks for one that was sitting at the ware house. Well 2 weeks went by and nothing the 3rd week I called and ******* tells me they dropped it and broke. But some guy they have his sitting there and they will ship it out to me asap.  Anyways I waited another 2 weeks and contacted ******* again and he wouldn't give me a date to be shipped just says any day. So wait another week call again and talk to ***** and he says it shipped Sunday should be here no later then Thursday. Well that has came and gone so on that Friday I ask for my money back and he says yeah OK I'll work on it next week. The service is disappointing I talk to him Monday and ask for my money back or let me pick my tub up today and he tells me that there isn't anyone at the store and it will take time to get someone to go there. I t is so unbelievable that they run a business like this. I couldn't imagine if there was a warranty issue what problems I would have to get it fixed. Still haven't received my money back. 

  

  Business Response

  Date: 11/07/2023

  We apologize for the delay! A refund request has been submitted, it will however be subject to the cancellation policy as outlined in the terms and conditions of the sale. 

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You guys broke the agreement so for that I want all my money back you couldn't hold up your end of the deal that isn't my fault. Refund all my money or I'll see you in court. 
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 11/13/2023

  This was resolved privately with the customer. 

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a Nantucket 7 person spa from Aqua Living Factory Outlet stores on 11/12/2022 for 10,995 order#299012. It was delivered on 12/23/2022. We originally ordered a spa with blue tiles. They delivered one with brown tiles. We agreed that it would be ok for them to leave it here and swap it out. However, was then told that they will simply replace the tiles. We agreed with hesitation but was assured everything would be like new. After probably 20 calls over months, they finally showed up to swap out the tiles on September 23, 2023 almost a full year later. The service person showed up did not have all materials so started the job and did not come back. Again, after numerous calls, a service person came back 2 weeks later on October 6, 2023. The person did a horrible job and it is so very messy and sloppy. He also took the seals off our cover and did not replace them. At this point I will be requesting a full refund, and and for them to take the hot tub back. With our experience I believe we will need to take them to court to get resolution, which I am fully prepared to do at this point. This is absolutely the worst purchasing experience that we have had with any company. I have uploaded support to show the shotty work and the fact that we were originally promised that they would swap out the hot tub on the delivery receipt.

  

  Business Response

  Date: 10/23/2023

  We apologize for the frustration. A new order and case will be created for the seals. The picture of the replaced tile looks like it just needs to be wiped off, but please provide technician information from that service to the representative reaching out.