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

  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:04/21/2023

  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.

  This review is solely based on my purchase experience as I have yet to receive my hot tub.
  I ordered my hot tub on March 16th. I was told it would take about 3-4 weeks in total.
  It took 2 weeks to even get a receipt and order confirmation.
  I was contacted march 30th and told my hot tub was ready to be picked up anytime, but I had paid for delivery. The next day I was notified that my hot tub was not actually ready and hasn’t even been in production yet.
  I was told it would go into production 4/21.
  I just received an email today (4/21) that my hot tub is not set to go into production until 5/5 ( possibly later) and will still take another week.
  My first payment will be withdrawn before I’ve even received my hot tub.
  Customer service is terrible, most of the time you get no response from
  Anyone and even if you are given a response it isn’t accurate.

  

  Business Response

  Date: 05/04/2023

  We do apologize for the delay in production. It would also be important to note that you modified your order to a different spa. The most accurate information is always available through the updates line 423-349-2900,  option 2. We are pleased to report that your spa is currently in water testing. LP finance would be available to assist with any payment inquiries. 

  

  Business Response

  Date: 05/09/2023

  There is nothing to reject. You provided the attached correspondence where we advised that the non uniform frame of the HB14c could cause delay.  

  Customer Answer

  Date: 05/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  When I was contacted on March 12th I paid a deposit and also let ***** know that I wanted the HB14. 
  The only reason there would have been any delay was at your fault by not putting that spa in my initial order. 
  Furthermore, AFTER specifying which spa I wanted (HB14) I specifically asked how long the entire process was going to take and was told 3-4 weeks.
  I didn’t receive my actual order confirmation until 2 weeks after the fact. 
  I was also told by ***** that my spa was ready to be picked up by myself when it had not even gone into production yet. 
  You guys are at fault for the delay and need to be more clear with customers and provide a better customer service experience when a customer has questions or concerns about the timeline of their spa. I should not be paying for a product that I have no received, and still as of May 10th do not even have a delivery date. 

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

• Initial Complaint

  Date:03/20/2023

  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 am writing to share my experience with Aqua Living Outlets in Pensacola FL. Unfortunately, my experience has been extremely disappointing, and I feel it is essential to bring attention to the company's poor customer service.
  
  I purchased a Catalina Bershire hot tub from Aqua Living Outlets for approximately $12,000. Upon delivery, I discovered a leak in the hot tub and contacted the store. However, I was redirected to the warranty departmen** which has been an unending nightmare.
  
  It has been over seven months since I first reported the issue, and the hot tub has yet to be fixed. The repair person, *****, came in once and caused more damage to the hot tub. He promised to order the necessary parts, but it took over three months to receive them. When I reached out to him to fix the hot tub, he was unresponsive.
  
  Additionally, the manager, **** *********** was unresponsive and showed little concern for my issue. I feel that Aqua Living Outlets does not prioritize customer satisfaction, and their lack of care for customers is unacceptable.
  
  Overall, my experience with Aqua Living Outlets has been extremely disappointing, and I would not recommend the company based on their poor customer service and lack of responsiveness. I hope that my review can help others make an informed decision when considering purchasing a hot tub from this company.

  

  Business Response

  Date: 04/03/2023

  We apologize for the frustration. A factory technician was able to complete the work order on 04/01/23.

  

  Business Response

  Date: 04/26/2023

  The leak was diagnosed on the recent visit and the necessary components are being ordered. A final work order will be created to resolve this issue. We appreciate your patience in this matter. 

  Customer Answer

  Date: 04/28/2023

  I would like to reopen the case as the issue has not been resolved. If this cannot be re-opened please advise and I can create a new issue.

   

  Thank you

• Initial Complaint

  Date:03/15/2023

  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 Berkshire spa for $10,995 plus $549. delivery, on 2/21/22 (Order number 73461). This spa was made in TN by LPI INC.., and sold via Aqua Living & Tuff Spas, at 121 S. 39th Ave. Phoenix AZ from SW Regional Manager, ***** *****
  We have had several major items we have been trying to get repaired through the LPI warranty process, to no avail. In fact, the tub has only been operational for about the first 3 months from delivery and nonoperational for 8 months.
  
  Here is a list of operational issues we have tried to get resolved since delivery:
  1) Wi-fi not working- upon receipt and still not operational
  2) Top Spa control panel stopped working
  3) Interior lights ceased working
  4) Exterior panels popped off as they were warped a, (after a shipment of 5 replacement panels - all which have been warped like the original replacement) still remain off our hot tub exposing insulation and the hot tub under belly to neighbors and the elements and critters (a violation of our neighborhood HOA rules).
  5) Hot tub leaking and needs valve replacements per repair contractor, rendering it non usable for 7 MONTHS
  6) More warped panels off again
  7) Foam and insulation is damaged and been removed by contractor for valve repair, waiting repair/replacement
  
  This is a LEMON, and despite our best efforts with Aqua Living and LPI directly, we get nowhere! We asked early on for a replacement or refund and told we would not get either. Per LPI, repair was our only choice, despite the severity of the repairs. We have had extensive emails to our customer service rep in TN ******, as I have also copied her and her supervisor ** ********** to no avail. I was told by ****** via email that the warranty would be extended due to our issues but have had no verification of that to date.
  There is NO contact phone number, and the warranty customer service line is HOURS wait time!
  
  Our beautiful tub surround (walls/stone) is now a monument/reminder of a purchase gone bad!

  

  Business Response

  Date: 03/29/2023

  It would appear that the only remaining issues are the application of spray foam and replacement of the panel. The warranty extension will be submitted when this final work order is completed. It is documented on the case, but the formal email/documentation is contingent on the repair date.  We received several complaints from the former third party technician concerning abrasive and profane interactions initiated by the customer. This lead to the assignment of a different technician. The enshrinement built around your spa is aesthetically pleasing, however it does make any sort of maintenance or repair work difficult and does not follow warranty guidelines. We apologize for the frustration you have experienced, but have been working diligently with you and will continue to do so.

  Customer Answer

  Date: 04/06/2023

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

  This complaint closure is disputed as I previously tried to enter code given into reply screen and it would not work. This is my second attempt to respond and I’d like the claim dispute reinstated.

  Both the comments  to LPI by contractor G&M are FALSE. We never cursed at them, but rather **** the owner spoke disrespectfully to me ******  **** ***** and spoke over any concerns I tried to relay. They out and out lied about our behavior and appointments stating they make more money from other repairs, especially during Super Bowl so we’d have to wait. They also spoke negatively about LPI (their employer)!  ****** *** ******* as he told us himself, starts his day around noon and finishes by 2:00 pm (stating his son was a millennial), however he made appointments for 9 am showing up after noon always  leaving within 30 minutes of arrival due to many excuses such as he had to swing through a drive through to eat, or he has a car issue, or ……, He told us and LPI all the replacement panels were warped and didn’t match the existing color, and after checking each package out of frustration several months to dispose of the trash ****** left behind, ALL the pieces were in good condition and all parts were in the package, contrary to ******. This cost us many months of wait time and LPI many $$ in transport costs and cost of replacement parts! I would never let ****** on our property again and will deal with their lack of professionalism and slanderous statements to LPI directly. We assumed LPI fired them and reassigned someone that knew what they were doing. 
  

  We discussed our design with *****, Aqua Livings Regional Sales manager PRIOR to our purchase and installation of the surround. He had nothing negative that he warned us about (regarding difficulty servicing) or any warranty issues that may arise as a result of the installation, in fact he helped ***** determine the water and electric set up at review prior to installation and we have correspondence to substantiate our discussions. 

  We didn’t realize the bad reputation of LPI/Aqua living until after we read the several hundred disputes regarding their terrible quality and customer service on the BBB site, and after speaking with ABC news in the PHX area (Joe - reporter) that confirmed they ABC has been contacted by other Phoenix residents to help settle disputes to no avail with LPI/Aqua Living. This IS NOT an isolated issue and the fact that LPI takes no responsibility for their defective new hot tub and trusts  their contractor repair peoples lies over customers firsthand dealings is consistent with other complaints in the BBB site.  In one year of calls and requests, I have never had a phone call from management or our service rep Jaclyn to discuss our situation, despite many attempts. This is NOT resolved! 

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

  

  Business Response

  Date: 04/06/2023

  Completion of Service from 04/05/23.

• Initial Complaint

  Date:03/15/2023

  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 10/15/21 we put a deposit ($6,333.25) on a swim spa from Aqua Living Outlets. Our salesperson said it would be 12 months for delivery. On 7/13/22 I reached out to get an update and was told it would be another 3-4 months. I then followed up with another email on 10/13/22. I was told they were just waiting on parts would arrive within 4-6 weeks. 10/24/22 was the first time I reached out about canceling the order and was told it was no problem. 1/4/23 I reached out again for anupdate and was told the parts were in stock but it would still be a few more months. 2/6/23 I reached out again to check on an update and this was the second time I asked about a refund and was told again that it was no problem. On 3/4/23, we called the sales rep and to asked him if we could proceed without the chiller. He told us that he would get back to us by 3/6. We told him if there was no update, that we would request a refund of our deposit. On 3/6, we had not heard from our rep and he picked up the phone and yelled at me to stop calling him. On 3/7, our rep called back to apologize and we told him he had until the end of the day to give us an update or we were canceling the order. I did not hear back from him so I texted him. He said he hadn’t heard anything and I requested our refund. He said he would email corporate and that our money would be back on the card w/in 7 days. No refund showed up so I reached out to the rep on 3/11 via text. He said it would be no problem getting our refund back but would not give me contact info for the people that he copied in the refund email. On 3/13, I sent an email to follow up on the original refund email and to check the status of the refund. I received no response and gave them 48 hours until I responded. This time I emailed and left a message. I asked them to provide an update to the refund. We have heard nothing on our refund, we have no swim spa to show for it and we would like to request help to get this situation taken care of

  

  Business Response

  Date: 03/30/2023

  The customer received notification of the approved cancellation and refund timeframe on 03/16/2023 via email. This is being processed. 

  Customer Answer

  Date: 03/30/2023

  I do not understand how this can be closed when I have not received my refund which was the whole reason for the complaint. The business can say they are giving me a refund but they have not within the timeline provided.

• Initial Complaint

  Date:03/14/2023

  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 brought a jacuzzi in 2020 and most recent my jacuzzi has a crack in the tub and the water comes out. I’ve call the business three times in the last three weeks and I don’t get any correct info. from them. I was just told today that the repair kit will take 6 weeks. I was not told this on my first call three week ago. So now I wait again so I filed this complaint and I will put a hold on my monthly payments. I want them to come repair my hot tub

  

  Business Response

  Date: 03/24/2023

  We will absolutely be covering your acrylic repair under warranty.  The delay is that a portion of our ordered components for the repair kit were sent to us incorrectly. As soon as this is remedied, we will be able to expedite the repair kit and have a technician perform the repairs. 

  Customer Answer

  Date: 04/15/2023

  We have not yet seen anyone respond to complaint and its been two and a half months all we get is the runabout from them. we call the bank to stop payment. l speak with someone from finance department on the 14 of April and was told we sound not had done that. all they have to do is repair a small hole in the hot tub. it was leaking water but not from the holes. it is about the size of a Nickle. please help us if you can. my wife needs the hot tub because of four back operations. my number ************

                                                                                                                                                                                  Thank You

  

  Business Response

  Date: 04/26/2023

  We certainly understand the urgency, and have been in contact with both the customer and finance company. There has been a request to modify the "recipe" for the acrylic kit, forsaking the perfect color match to resolve as fast as possible. 

• Initial Complaint

  Date:03/07/2023

  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.

  Hot tub was purchased first of September for $10,000 delivery promised in 8 weeks. After four months, finally got it. Lights, and filtration does not work. Four calls to their service department has produced no results.

  

  Business Response

  Date: 03/20/2023

  Components were received 3/9/23, per FedEx tracking: 600895366180. A technician was assigned after the parts were received, he will be in contact to coordinate a time for repair.  Thank you for your patience. 

• Initial Complaint

  Date:03/06/2023

  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.

  We had a water pump (still under warranty until April 11, 2023) go out for a Hudson HB-19 spa.
  
  On Feb 27 @ 3:05 I spoke with ******* from RecDirect and was provided a list of technicians to contact as they did not have their own techs to do warranty work. I was never told about how the warranty processed worked. So after speaking with a tech from Orlando, was told they do not warranty work they did not sell.
  
  Below is the email I sent to ******* with no response (she is stating she never received it)....
  Created at: Tue, Feb 28, 2023 at 2:47 PM (Delivered after 0 seconds)
  From: ***** *******
  To: w****************
  Subject: Fwd: Hudson Bay HB-19 s/n 170077
  
  Below is what I'm being told by one of the techs you provided.
  
  Do I order the warranty pump through you, so they have it when they are
  there to do the repair?
  
  Thanks,
  April
  
  
  ---------- Forwarded message ---------
  From: ******* ********
  Date: Tue, Feb 28, 2023, 7:43 AM
  Subject: Re: Hudson Bay HB-19 s/n 170077
  To: ***** *******
  
  
  I can't speculate as to why it is not working. I stock plenty of pumps and
  can usually order one and can have it in days.
  
  I do not honor warranties on spas I didn't sell.
  
  If there is sand reappearing in the spa, my best guess is a child dumped
  some into the spa and it has settled into the plumbing. It will eventually
  work itself out into the center of the spa. It is harmless but annoying.
  
  If you are under warranty, I would suggest contacting the dealer or
  manufacturer for the repair.
  
  -Will
  
  
  We ended up going with someone else that she had provided (not Orlando company) and they were able to complete the job in 1 visit not MULTIPLE, since we were no longer under a Service Labor warranty. They are refusing to pay for the replacement pump even when the tech we used pump is cheaper. All we are asking for is reimbursement for the pump of $300. RecDirect's price is $331.15.
  

  

  Business Response

  Date: 03/17/2023

  The protocol for parts warranty is that when a technician provides a parts list, we would order the components.  These would then be shipped to the technician or the customer.  This would be covered under the life of her major components warranty.  The components are preapproved by the manufacturer and are specific to our brands.  As this process was not followed (we advised prior to the decision) and parts were purchased from an unverified source, we will not be reimbursing. 

  Customer Answer

  Date: 03/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: that process was never explained to me.  The only item that was shared was the list of technicians throughout the ENTIRE state of Florida...not even a customized list of the ones closest to our location.  The customer service specialist I spoke with was far from a specialist.  Not helpful at all.  

  Please see the list that was given through email and a follow-up email asking if we needed to pre order the part to minimize the visits as all technicians were over an hour away and we were no longer covered for service labor.  No response was given to that email and the process was NEVER explained.  ******* stated she did explain it in a call but SHE MOST CERTAINLY DID NOT!!!!!!

  
  from: ***** ******* ********************
  to: [email protected]
  
  date: Feb 28, 2023, 2:47?PM
  subject: Fwd: Hudson Bay HB-19 s/n 170077
  mailed-by: gmail.com
  
  
  Below is what I'm being told by one of the techs you provided.
  
  
  Do I order the warranty pump through you, so they have it when they are there to do the repair?
  
  
  Thanks,
  ***** 
  
  
  ---------- Forwarded message ---------
  From: ******* ******** <**************************************>
  Date: Tue, Feb 28, 2023, 7:43 AM
  Subject: Re: Hudson Bay HB-19 s/n 170077
  To: ***** ******* ********************
  
  
  I can't speculate as to why it is not working. I stock plenty of pumps and can usually order one and can have it in days. 
  
  
  I do not honor warranties on spas I didn't sell.
  
  
  If there is sand reappearing in the spa, my best guess is a child dumped some into the spa and it has settled into the plumbing. It will eventually work itself out into the center of the spa. It is harmless but annoying.
  
  
  If you are under warranty, I would suggest contacting the dealer or manufacturer for the repair.
  
  
  *****
  _____________________________________________________
  Inbox -
  ******* ***** ******************> Mon, Feb 27, 3:15?PM
   
  
  to ********************* **
  
  Hey *****,
  
  Here is the list of techs in the Florida area.
  
  Hot Tub Solutions 1959 NE 23rd Terrace Jensen Beach FL 34957 772-530-2496
  Island Pools P.O. Box 326 Islamorada FL 33036 305-394-6262
  Hot Tub Parts 6190 45th St.North St.PEtersburg FL 33714 727-209-1535 ext 288
  Hot Tub Service Master 8635 River Holmes Ln #202 Bonita Springs FL 34135 239-777-8597
  Paradise Spa Repair Plus 5451 Chicora Drive Jacksonville FL 32255 904-886-2850
  London Pool and Spa 8906 23rd Street Zephyrhills FL 33540 813-779-9664
  Perfect SolutionTech 18644 Triple E Road Clermont FL 34715 407-864-1443
  Hillbilly Hot Tubs 325 Wellington Ave Lehigh Acres FL 33936 239-204-7707
  Central Florida Hot Tub Repair 4100 Cobblestone Court Orlando FL 32810 407-761-5624
  Roman's Countertop & Refinishing Service 2800 University Blvd S Jacksonville FL 32216 904-553-5395
  Ed Hall 2172 West Nine Mile Road Pensacola FL 32524 850-206-0181
  Ronald Ruiz 3327 Kingston St. North St.Petersburg FL 33713 727-503-3201
  Atlantic Coast Spas P.O. Box 54 Lake Geneva FL 32160 904-642-7727
  Spa Tech Systems 1743 SE Elkhart Terrace Port St. Lucie FL 34952 772-215-2980
  Keith Cates 294 Porto Alegre Street Punta Gorda FL 33983 941-769-3989
  Surface Specialist of Suncoast 1083 Northridge Dr. Palm Harbor FL 34683 772-888-6595
  Prime Golf Cars Fort Lauderdale 729 NW 1st Street Bay #1 Fort Lauderdale FL 33311 954-826-0632
  Capital City Pool and Spa P.O Box 38947 Tallahassee FL 32315 850-445-5503
  Aquatic Spas of Florida 1757 N Nova Rd #111 Holly Hill FL 32117 386-672-6019
  RH Electric LLC 2825 NW 21st Pl Cape Coral FL 33993
  All Spas 9753 Buncome Rd. Jacksonville FL 32246 904-641-3322
  Miracle Method of Del Ray Beach 1405 N Cingress Ave Suit 11 Delray Beach FL 33445 561-264-2734
  ISO Tech LLC 798 NW Airoso Blvd Port St. Lucie FL 34983 954-650-1026
  Spa Life Hot Tubs LLC 559 Posadas Cir Punta Gorda FL 33983 941-789-8827
  Revive Spa and More LLC 796 Sanders Rd suite 6 Port Orange FL 32127 386-278-9511
  
  
  Thank you!!
  
  ******* *****
  South Eastern Case Manager
  LPI, Inc
  506 Twin Oaks Dr
  Johnson City, TN 37601
  (423) 349-2900 Ext 6

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

  

  Business Response

  Date: 03/24/2023

  Guidelines are listed in the warranty provided with your purchase.  Attached is a copy for reference. We require that the technician goes out first when the labor warranty has expired,  so that we can have a diagnosis from a professional and can order what is necessary for repair. Part of this is to discern if the issue is from 'manufacturer's defect.' In this instance, you provided an email from a professional advising of sand in the plumbing, that would be pulled through the pump and spa pack - possibly impacting functionality. This would not be considered an issue with our component.  Whitney did provide you with a list of known and used technicians in your state.  This is not meant to be an exhaustive list, but to assist in locating someone in your area. As you were dealing with the technician individually, there was nothing that would keep you from investigating similar services in your locality or comparing prices. We apologize for the frustration, but are unable to assist.

• Initial Complaint

  Date:03/03/2023

  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.

  Called them first in Sept 2022 for a leak. They sent out a tech. He said he couldn't fix it, and that I needed a flipper. Thet then gave me a # for a guy that just does that. Hottub sat on it side for 3 weeks, then hurricane Nicole came. They had to lay it back down. The flipper put a block under it. Then a new tech contacted me, told me the block had to be removed. Flipper came back out. Tech told me I had to fill it to find leak. So I filled it, he located the leak. Told me I had to reflip. So I did. Then the flipper wanted another $150.00 to flip it back down. Told me I needed an electrician to rewire. I had my very large strong friends drop it for me and hook me back up. No leak great !!! However the foot jet I purchased he replaced DOES NOT WORK and half of my tub lights are now disconnected. The tech came back out, shoved a wire in the jet without success, was told he would come back and shove something else to free up the flow. It is now March 2023. Both tech john ***** and *** the guy that sold it to me, will NOT answer a call or text. I am out $410.00 with a jet that used to work, lights thar used to work do NOT. I traded a leak with this company and received 2 other issues I never had prior to them coming out. I called corporate and they have NOT gotten back to me. This tub is only 3 years old. I replaced a 16 year old one thar only had a hearer element put. I should of kept it instead of spending over 8k for this hottub with this company

  

  Business Response

  Date: 03/16/2023

  Aqua Living Factory Outlets is not involved in this circumstance in the least. LPI did manufacture the spa in 2018 for Spa King. LPI did receive a call concerning this, however the labor warranty for Catalina Spas is 18 months. We stand by our offer to assist in ordering any parts necessary for the repairs, we would just need this information. This was advised in September, October, and December of 2022.

  Customer Answer

  Date: 03/24/2023

  I have been taking care of my elderly mother that is terminally sick. That is why I have not been able to finish this. I have a ticket # from them which is Case # *****. I have this email sent to me about the ticket made on10/5/2022 10:24am.  I reached out to Spa King now called Aqua Living.

   

  I reached out to *** that sold me the spa on 9/29/2022.  He sent me a link to contact Aqua Living and this Case # ***** was made. I was able to get a tech out here and check for me leak. Then he said I needed a flipper, cost $150.00 to flip it on its side. It sat there for over 3 weeks. Then Hurricane Nicole was coming right for us. They had to come out lay it down again, this time they put a block under it (his name was *****). THen I had to contact a tech from Aqua Living they provided me. I used **** *****, He contacted me in Dec 2022. Told me he needed the tub filled to locate the leak. I told him they had a block under it, I was then told that needed to be removed. So the flipper (*****) came back out took the block out laid it back down. I filled the tub. **** ***** came out located the leak. Told me he would order the part. I got the run around for 3 weeks. He told me it was back ordered. I called Aqua Living, they had not had a call from **** ***** and he did not even look for the part for me. I went and ordered it costs me $61.00. I got it here in 2 days.  Finally in end of Dec 2022 he came back out, replaced the jet I bought. He was not able to drop the tub back down. IT was up to me and another $150.00. To do so.. I paid **** ***** that day $250.00. The leak is fixed, however my jet that he replaced does not put out more than 5% of the water it used to. I contacted **** ***** and he came back out and shoved a wire in the jet, we both heard a click on the plastic and then 6% water flow came out. He asked if that was good enough? I said no,it wasn't. He told me he would come back out and try again. Since then I Have reached out to *** the manager at Aqua Living and **** ***** Aqua Livings Tech on their list of techs ON Dec 18th, 2022, Monday Jan 9th. He responded GOT IT THANKS HAPPY NEW YEAR ! Jan 17th came around and still no word from *** or ****.. I then again reached out Tuesday Feb 7th 2023. I tried to reach out to BOTH **** AND *** and offered **** another $50.00 to come finish this job. DEAD SILENCE from them ALL.'

  I contacted Aqua Living and they don't seem to even know who I am ? 

  I now have a 3 year old tub that the main 5inch foot jet does not work and half of my lights are not working. So they fixed the leak I had but left  me with 2 new problems that I never had before.

  6 months later I am out of $615.00 for a job that is not completed and NO ONE WILL CONTACT ME BACK TO HELP ME

   

• Initial Complaint

  Date:02/21/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a spa from this company which was delivered over 2 weeks later than expected. When the spa finally showed up it had the wrong top. We have a 2 person spa and this was for a 5 person spa. The delivery person said he would notify the sales person and they would contact us. We never heard from anyone. 2 weeks later and after leaving several voice-mails I finally reached the sales person, he told me he would check on it and call me right back. Again no return call. When I finally reached him again he said the manufacturer said it was the sales office problem and the sales office is saying it's the manufacturers. No one is taking responsibility and here we are without a top, dirt getting into the spa, using more energy to heat it and no help from anyone. I even reached out numerous times to ***** ****** (manager in Tennessee) and he is not responding back.

  

  Business Response

  Date: 03/06/2023

  A replacement cover has been ordered from the manufacturer. It is scheduled to ship tomorrow, 3/7/23.

  Customer Answer

  Date: 03/07/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:02/16/2023

  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 paid $12,000 for a spa from this company and bought the additional warranty and it’s only been 1 year and no one at the business will return calls or offer service. Even when calling on a daily basis there is no response. After checking the reviews, I am noticing that everyone is treated this way by this company. The Better Business Bureau needs to know about this. In order to warn future customers.

  

  Business Response

  Date: 02/15/2023

  Please note that this customer is from an entirely different area than Houston. This unit had to be sold by the sales team in Austin which is not affiliated with the Houston market in ANY WAY.  I am more than happy to step in and help since this issue occurred in Texas. Please advise by reaching out to me at 832-248-8110.

   

  ***** *****

  

  Business Response

  Date: 02/24/2023

  We apologize for the frustration. There is some obvious miscommunication. Our records indicate we have contacted and left voicemails on four separate occasions in the last two weeks. Feel free to reach out to your case manager directly at 423-722-5572 or via email at