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 has 107 locations, listed below.

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  Aqua Living Factory Outlets

  506 Twin Oaks Dr Johnson City, TN 37601-7610

  
• 

  Aqua Living Factory Outlets

  1147 Cranston St Cranston, RI 02920-7342

• 

  Aqua Living Factory Outlets

  2914 Walden Ave Depew, NY 14043

• 

  Aqua Living Factory Outlets

  50 Corbin Ave Unit 50-H Bay Shore, NY 11706-1047

• 

  Aqua Living Factory Outlets - Warminster, PA

  1710 Stout Dr Ste F Warwick, PA 18974-3857

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:10/03/2023

  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.

  WARRANTY IS SUPPOSED TO BE FULL 5 YEAR WARRANTY - THEY SIMPLY WON'T FIX IT.

  

  Business Response

  Date: 10/03/2023

  You purchased a discounted floor model that was extended the full standard Catalina Luxury warranty. Please see the attached document and review the 'other warranties' section; a copy would be included in the manual received with the spa and is available online. The audio warranty is listed as 90 days from original purchase. 

  

  Business Response

  Date: 11/07/2023

  Management has approved another visit. A portion of the required components are on back order. As soon as these have shipped, we will be able to schedule the new work order. 

  Customer Answer

  Date: 11/08/2023

  Yes, I will send a copy of the lawsuit and disposition.  If your closing the complaint, what email should I send this too?

• Initial Complaint

  Date:09/22/2023

  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.

  Two years waiting for the swim spa steps to arrive after numerous calls and promises. Well, they finally arrived this week… sort of! The handrails to the steps arrived with NO treads to go between them. I’d like to say we are surprised, but this is par for the course ever since we ordered our spa. Make a promise, break a promise. It should actually be their motto. To add salt to the wound, one of the handrails arrived broken. This too did not surprise us and we would not be surprised if the broken handrail was actually placed in the shipping box broken. This is the little faith we have in this company. I cannot understand how this company operates so sub par and is satisfied with these poor standards. We won’t expect a response or remedy because they are not capable but I will continue to leave messages on their phones. ( when the voicemails aren’t full.)

  

  Business Response

  Date: 10/06/2023

  These accessories were reordered and arrived on 10/01/23 per FedEx tracking: ************. We hope they are to your satisfaction!

  Customer Answer

  Date: 10/06/2023

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

  However, I must provide the caveat that this was a two year undertaking to receive these steps. The only person who assisted us in any way was **** in customer service. We felt for her as she was simply the messenger and was not responsible for the poor follow through by others.  
  Any responses we have received have been because of the complaints filed here. All calls and emails have been ignored.  Unfortunately this has been the case during the entire process from the order through the delivery. Total lack of communication except for the salesman ****.  He is not longer there and it is obvious based on the lack of communication. 
  

  This company could be so successful with the right decisions.  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair 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.

  I purchased a spa in july ‘21 with a 1yr extended warranty on parts. On the website under the series i purchased specifically states 2 yr warranty on parts. With the extended warranty i purchased, it would make it 3 years total. I am told by their warranty dept that it is only a 1 year warranty on my specific model even tho the website specifically states “All spas from the Dr. Wellness Lifestyle Series sold at Aqua Living Factory Outlets are covered by a 5-year warranty on structure & shell parts and a 2-year warranty on plumbing and all other major components.”. The spa I purchased IS a lifestyle series. So what they are telling me and what is stated on website is conflicting and false advertisement. Spa was delivered July 31, 2021 and i first filed a claim August 28, 2023, which according to the website and including my extended warranty would be good through July 31, 2024. This indeed is false advertisement.

  Customer Answer

  Date: 09/30/2023

  Business responded and shipped out part and is now resolved

• Initial Complaint

  Date:09/18/2023

  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.

  Bought July 4 2023. Was told 4to 6 weeks . Got it 2 months later. Was put in spot where old one was same wiring was called for by each. New tub tripped breaker in 15 minutes. Called warranty out of Tennessee and they asked for pictures of my wiring. They said it was wired wrong . Electrician came out and said it was wired like the pictures they sent. Now my Hottub sits new, and isn’t going to be looked at , and is still under warranty.
  Warn people not to buy a spa from Aqua spas period. They won’t make it right, and ***** knew all this information, but did not disclose it. She followed up , and talked about not being wired right. My wiring was approved by the city and had to be inspected.

  

  Business Response

  Date: 10/02/2023

  Please see the picture previously presented when we requested pictures of your GFCI. Obviously, there has been a change. If you are still having issues and have modified the GFCI, we would be more than happy to assist. 

  

  Business Response

  Date: 10/03/2023

  It is not unreasonable to request that the recommendations provided to you at purchase are followed for electrical and spa placement (both are in the manual). The GFCI was changed, at that point we gladly honor our warranty to the letter.

  Customer Answer

  Date: 10/10/2023

  I had to call a private hot tub man out to fix my hot tub. Trouble was in wiring in control box. I will not use this company ever again.    

   

   

• Initial Complaint

  Date:09/12/2023

  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.

  Purchased a new hot tub on 10/9/2021. The pdf is what I gave to the manager at the Springfield Oregon location as the circled jets were all breaking apart in the tub. He confirmed these were faulty jets and would have new jets sent out. This process request started over 5 months ago. Then again just 2 weeks ago, ******* ***** apologized again for lack of customer service and vowed to get the replacement jets in the mail. As of today, I am unable to reach him by phone or email.
  He said the tubs were new, but they are clearly factory flawed as he said when we first contacted him about the jets. We have also have the waterfall features replaced because they spewed glue or caulking into the tub and then exploded themselves in the tub. **** said the warranty company just replaced their manager and now things are going better than before.
  With 14 jets already failed, the waterfall feature failed. We decided to look over the entire tub for more flaws, and it is obvious the molding of the tub is off with creases and dents everywhere. We would be fine with a fix, but given the lack of customer support and frustration with this tub, we would prefer a refund. This product is obviously flawed and it was sold to us in a brand new condition. This is a lot of money to spend for an item we have not been able to enjoy since we purchased less than 2 years ago. To date, I still await a return call from ******* *****.

  

  Business Response

  Date: 09/26/2023

  The waterfall features were received on 07/31/23 per FedEx tracking: ************. Customer service advised in their last correspondence that the jets are no longer under warranty, as they specifically have a one year warranty. Attached for reference is a copy of  the Catalina Luxury section from the owner's manual. We remain available to assist in ordering replacement components, but again this would be the customer's responsibility.

  Customer Answer

  Date: 09/28/2023

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

  As I stated in our complaint, the local owner of this franchise stated to us that the jets were faulty and the company replaced them with better quality jets. **** ***** also reached out to the warranty company asking for the jets to be replaced. After many weeks of waiting, we contacted **** again who apologized and said there was a new manager of the warranty company and he was working with them to replace these parts.

  This spa is not even 2 years old and most jets have broken apart and the water fountain features exploded into the tub - we had to scrape the caulking that melted on the tub.

  We are looking over the tub with a fine toothed comb now and see many fiberglass flaws as well. This was sold to us as new and NOT flawed. My next step is to picket this company to make sure every buyer is aware of their poorly made tubs and even worse customer service. I made a call to **** 2 weeks ago and still have not heard back.
  
  
  
  Sincerely,

  
  ****** *****

  

  Business Response

  Date: 10/06/2023

  We apologize for the frustration. Your components are being ordered and shipped.

• Initial Complaint

  Date:09/11/2023

  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.

  Purchased my Jacuzzi on 5/27/2023 and was delivered on 6/21/2023 after a couple of weeks I noticed that the jacuzzi cover seals started to fall off not allowing to keep the heat captured in the jacuzzi. I have reached out to the company and the store where I purchased my jacuzzi and the recommend that I repair it myself. Today I called the jacuzzi manufactory directly and talked with the representative and she stated that they would send out seals and I would have to replace them myself because it is not covered under the warranty. But under the warranty, it clearly states that the top is a Lifetime warranty. I feel that the company is falsely advertising the product and should repair all seals at their cost and not have the customer repair the top alone.

  

  Business Response

  Date: 09/22/2023

  Seals are listed under warranty exclusions with your Catalina Spa and in the Tuff Cover specific information.

  

  Business Response

  Date: 10/03/2023

  Please review the Catalina Warranty:
  

  Warranty Exclusions
  This limited warranty does not cover the following items. This is NOT an all-inclusive list.
  * Shipping Charges * Travel Charges * Draining & Refilling * Making the spa accessible * Diagnostic Services
  * Valve Handles * Filters * Fuses * Seals & Gaskets * Light bulbs of any kind
  * Re-foaming * GFCI nuisance tripping * Accessory items added after manufacturing
  * Leaks at heater and plumbing unions * Wi-Fi or audio reception and performance issues not caused by component failure

  Customer Answer

  Date: 10/10/2023

  Looking at the tuff top Limited Lifetime warranty it's clearly states that (Rubber seals, shocks, and hardware are warranted against defects in material and workmanship for six (6) months from the original date of purchase. This company has not standby their warranty and has not addressed on fixing the rubber seals. Also, on their website it states that it has a lifetime warranty and during my purchase this was never addressed that the Tuff top has a Limited Lifetime warranty, but a lifetime warranty against any defects. 

• Initial Complaint

  Date:09/11/2023

  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 hot tub at the home show in March it was suppose to be delivered in June never got it till July. They went through quickly on how to set it up I asked the gentleman that came if I had problems could I text him texted him twice no response back. I called the company to see if someone could help me when I turned the spa on the control pad was blank I couldn't turn the jets off or adjust the temperature. They proceeded to put a service call in this was on friday I called Monday to check the status and I was told they out source the service and they have 3 days to respond. After 3 days No one called. I proceeded to call the head of service (***) and she was unavailable and unable to leave a message. When I finally dud get ahold of her she wanted a picture of the electric box outside I sent it to her on July 31 and waited almost 2 weeks for a response I then went to the local store and after explaining everything to the gentleman was given another phone number of another person to call I did not get confrontational with him but was told to get out of the store or he would call the police. I went home and contacted thus new person explaining everything and that I wanted the spa returned I was left on hold and eventually *** came on the line I told her I didn't want the spa anymore she told me she never received the pictures I told her I would resend it was then she verified my email and she had an incorrect email the only thing missing was 57 in the incorrect email which leads me to believe she doesn't check her emails because my last name is there she corrected the email I resent the picture and was then told the box on the outside was incorrect it should have a breaker I called my electrician and he came and fixed it I resent the pictures of the new box *** received them and said we would be in touch. I am very frustrated in dealing with this company and feel like I'm getting no where I saved for 3 years and am totally discusted with the whole thing

  

  Business Response

  Date: 09/08/2023

  This is not our customer. 

  

  Business Response

  Date: 09/22/2023

  Work order 993
  indicates that the work was completed  by a LPI Service technician on 09/06/2023, restoring full functionality. The lender has also closed the dispute.

• Initial Complaint

  Date:09/05/2023

  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 ordered a hot tub on July 8 and was told that it would be delivered in 6 weeks, eight weeks maximum. It has been two months and we have not been able to reach the store by phone or email, we have no hot tub, and yesterday we got an automated email saying it will go into production soon.
  At this point we will not see a hot tub until late fall or winter and that is not acceptable.

  

  Business Response

  Date: 09/19/2023

  We apologize for the delay. Please reference the terms and conditions included with your invoice: "Terms and Conditions: Please review your invoice carefully. All products are custom manufactured in the USA. If any corrections are needed, please let us know in writing within 72 hours. After 72 hours, all sales are final, and all payments are non-refundable. Any sale cancelled within the first 72 hours is subject to a 25% restocking fee." The ETA provided at time of sale is most often an estimate for production, and does not include delivery. The unit should be arriving at the store this week and you will be contacted for delivery.

• Initial Complaint

  Date:08/30/2023

  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.

  On April 16 2022, purchase of tranquility, hot tub, the hot tub arrived with a defect in one of the headrest. Contacted the salesman to address the issue. The salesman sent out someone to evaluate the problem and came to the conclusion that the defect with manufactured issue. Salesman then contacted corporate to make a decision, and the decision was to re-create a headrest that fit the defected holes in the hot tub. After several attempts to get a Headrest a year, later I’m still contacting ***** the salesman again and corporate, and was told that this issue would be resolved. I’m still waiting for a Headrest for a $9000 hot tub that is not being used because of the defect area.

  

  Business Response

  Date: 09/13/2023

  We apologize for the delay in resolution. A technician was assigned this service previously, but did not schedule. Management and tech services are collaborating toward a best course of action and getting the appointment scheduled.

• Initial Complaint

  Date:08/29/2023

  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.

  On 4/9/21 I thought it would be a wonderful midlife purchase for my wife and I to purchase a hot tub. My thoughts were we would be able to come home and relax in it after a hard days work. So I went and spent 10’s of thousands to adequately accommodate the Berkshire hot tub. Between up grading Electrical building a structure for it and the Suana. Not to mention the cost of the hot tub itself. Only to be reappointed from day one after signing the paperwork. First disappointment was I was told I would not recieve the hot tub for 6-8 months. Well ok that gives me time to get ready for it. Accepted the fact I wouldn’t have it as quick as I thought. Disappointment number 2 was it was supposed to get shipped to Rhode Island where I was to receive it from where I made purchase. Oops sorry it got shipped to NH to a third party delivery agent. Oh crap ok I will pick it up there. Wrong this agent made it virtually impossible drive out there 4 times to no avail. The fifth time I thought I was going to jail I blow my top at him so bad. He finally came and released it to me after waiting there for 4 hrs and telling him I would see him when he came into work in the morning I’m not such a nice tone honestly. So I finally get my eyes on my $12000.00 Hot tub looks like it had been run against the ground flipped upside down you name it packaging was weather beating. Non the less I took it home.
  Took my Electrition about 2 weeks to schedule me in. So it stayed wrapped up once I unwrapped it disappointment number 3 the housing was damaged side panels. Mind you I did not take possession of this hot tub tell 3/7/22. Disappointment 4
  Got electric hooked up now it was time to enjoy.Wrong hot tub was leaking.Sent service took me harassing him for three weeks+ take out your auto fill and plug the hole with silicone. Wow ok.Now it is end of june 2022 I finally get my panels 3-4mth to receive. 7/13/23 unit has been operationally 9mth heat dies send part install not working rite#5 no warranty

  

  Business Response

  Date: 09/13/2023

  We apologize for the frustration. A representative will be reaching out to you to assist in the matter. If troubleshooting cannot assist, we have adjusted your delivery date and will be more than happy to honor your warranty!