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

  8569 S US Highway 1 Port Saint Lucie, FL 34952-3361

• 

  Aqua Living Factory Outlets

  4601 62nd Ave N Pinellas Park, FL 33781-5908

• 

  Aqua Living Factory Outlets

  Schaumburg, IL 60193-4529

• 

  Aqua Living Factory Outlets

  3410 100th St Urbandale, IA 50322-3811

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:02/07/2023

  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.

  On 10/7/22, we bought a Kennedy Catalina Spa. It was delivered 11/30. On 12/7, we started having problems and I contacted the company about a hanging wire inside the spa (underneath), a non-working jet and no wifi icon on the control panel. We received no info about the wifi at the sale. When I spoke with the rep, she sent via e-mail instructions on how to log on to wifi. I also sent pictures of the hanging wire and the jet. Between 12/7 and 1/12, I called the company three more times. Each time more pictures were requested, I needed someone to come remove side panel. More pictures and no resolution was received. Each time I called, I was on hold approximately 27 minutes. On 1/12, the spa quit working completely!! I was instructed to remove two screws and take pictures. I replied "I am 71 years old! I am not an electrician, and I don't feel comfortable opening the motor compartment." Turns out, it was eight screws to remove the side panel and two screws to open the motor compartment. My son did that and more pictures were taken and sent!
  Again, I called, waited on hold and sent pictures. I was told a tech would be sent. I called three more times, waited on hold and sent more pictures. On 1/28, I sent a letter to the CEO of the company--no response.
  On 1/31, we hired a licensed spa electrician
  He found a loose wire in the motor and charged us $175

  

  Business Response

  Date: 02/20/2023

  Your case manager has provided their direct information to you for easier access to a representative. We would be glad to review a submitted receipt concerning the electrician visit and if reimbursement is appropriate. The other noted issues were jets (that have already been replaced) and rusted screws.  These issues would not warrant a return and refund, as they can easily be resolved under warranty.

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: On January 9th at 249pm, I sent 13 pictures of rusted screws. Apparently these pictures were located as yesterday, I received an email from ****** ****** *** ******* **** ***** Manager stating, "At this time we have ordered replacement screw for the cover. Please let us know when they arrive via Fed Ex so we can continue to resolve your issues."
  
  
  
  Sincerely,
  
  
  
  ********* ***********

  

  Business Response

  Date: 03/03/2023

  Of your pictures there was one with rusted pictures. It is attached. This is not a Hot Tub Cover? It is labeled as a Lamp Driver. 

• Initial Complaint

  Date:01/30/2023

  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.

  On 12/7/22 I contacted Aqua Living Factory Outlet about a heat pack issue I was having with my SPA that I purchased from them. The heat pack was still under warranty and was told one would be sent to me in one week. I have called 7 times (12/7/22, 12/19/22, 12/30/22, 1/10/23, 1/12/23, 1/19/23 and 1/25/23) trying to find out the status of the heat pack replacement. I was told 4 times that it had been shipped. However, on my last call 1/25/23, I asked for a tracking number, and I was told it had not been shipped and did not know when it would be. I have also sent 3 Emails trying to find out the status. One of the Emails was sent to the CEO. I have not received a replay to my Emails and have never received one call back as to the status of the heat pack.

  

  Business Response

  Date: 02/13/2023

  Your spa pack was delivered on 2/8/23 per FedEx tracking ******* ************. We apologize for the delay in receiving your warranty part. 

  Customer Answer

  Date: 02/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18944811, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:01/24/2023

  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 never received a product that was paid for 2.5 months ago.
  
  On October 31, 2022 I placed an order with Aqua Living for 25 sq ft drop in filters (3 pack) order.
  We received 2 different order numbers in different emails: #RDAQLS776023 and #84370. My credit card was charged $113.68 on November 1, 2022. On November 9, 2022 we received an email saying, "Your hot tub, swim spa and/or accessories have successfully shipped from our factory!" It said that the accessories would be sent via FedEx. We were not given a tracking number.
  
  On December 1, 2022 I called the factory and they assured me they would send the filter within two days. My wife misunderstood and thought they meant they had shipped it to our local store in Reno NV 89502. She drove to the store and spoke to ***** who told her it had not been shipped to the store. He said he would check on the order.
  
  On December 16, 2022 we called the factory again. They said they would look into us and call us back that day. They never called back.
  
  On December 22, 2022 we called the factory a third time. They assured us it would be shipped that day.
  
  We never received the product. The reason we didn't challenge the charge with our credit card company is because we REALLY want the product. The spa filters available in our local pool supply store do not fit our spa.

  

  Business Response

  Date: 02/06/2023

  We apologize for the frustration. We would offer a refund, but you have indicated your desire for these filters. In addition to your original order, a comp order has been placed.

  Customer Answer

  Date: 02/15/2023

  On Tuesday, 2/14/23 we finally received 2 boxes of filters from the company.

• Initial Complaint

  Date:01/18/2023

  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.

  Before we ordered the spa, my husband called the Buffalo Store and spoke to *** ****. He advised just order the spa online since we are 6 plus hours away.
  We ordered the spa online on 10/24/22. Took our money in full immediately. I called on 11/3/2022. After holding for several minutes I was told we will be notified when our tub will go into production. Then once its built it could be another 1 to 2 weeks before the shipping freight company would call to arrange delivery. The size tubs to be made go into production on a rotation. (No where on the website does it tell you that it will be several weeks before the tub is made).
  Finally on 11/29 I received an email saying our tub is being built..
  The tub is delivered on 12/14/2022 but was smashed on one corner. (As stated on their website, we took a picture and refused the delivery. I called immediately, waited a long time, spoke with *******.. Given a hard time that we need to call our sales person. We ordered this online. We called the Buffalo store and spoke to *** ****. Tub was reordered on 12/15, *** said any further questions we would have to call the factory. I called on 12/27 was told tub is ready and in the shipping lane. Will be 1 to 2 weeks since the holiday. Hubby called on 1/9/23 spoke to ****** its waiting to be shipperd will be 1 to 2 weeks.
  WE STILL HAVE NOT HEARD BACK WITH SHIPPING INFO> WE STILL DO NOT HAVE OUR TUB. We refused the entire order.
  Order # 423-349-2900 customer PO RDAAQLS775976
  #1 Hudson Bay Solo man 1-1 white Mocha $2,799.00
  #2 435-0045 25 sq ft drop in filters (40.00 each) $120.00
  #1 435-0035 Cover Lift Concierge $169.99
  total of $3,305.22

  

  Business Response

  Date: 02/06/2023

  Our records indicate the spa was delivered on 1/27/23. The missing filters were delivered 2/3/23 per FedEx: 600895349692. We apologize for the frustration that was experienced.  If there is anything else we can do to assist, do not hesitate to ask!

  Customer Answer

  Date: 02/14/2023

  Ok I never received any alerts from you 

  We did finally get our tub on 1/27/23. But the company never answered back. We just got a call from freight company.

  They are lousy with communications.

• Initial Complaint

  Date:01/17/2023

  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 have been a hot tub owner for 30 years, and the biggest mistake I made was trying Aqua Living. Ordered the Hot tub in May, received it in July, No problem. The seals start to fall of the cover by the end of July. They sent out tech to fix 3 different times with no luck. Then the circulation pump goes out, they sent a replacement and replaced it, seals on the hot tub still are not fixed. Finally a tech said the cover was improperly installed, they said they would replace cover, still currently waiting. We have been losing an average of 2-2.5 inches a week of water. Hot tub not keeping up with the cold weather. Sunday, 1/15/23, I went out to fill the water and the water was all gone. Been trying with no luck to talk to Customer service, Territory manger, and warranty center. No one will return my call. All I want is to have this hot tub picked up and get a refund with some compensation for 6 months of misery. I will go and buy a hot tub from the place I normally do. We paid $11,600 PLUS $600 for delivery. This is my final straw before I call my lawyer.

  

  Business Response

  Date: 01/30/2023

  A replacement cover has been ordered.  Additionally, a separate work order has been created and assigned to My Aquatic Spas (701) 476-1732 concerning the leak.

  Customer Answer

  Date: 02/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still have an broken hot tub with absolutely no response directly from Aqua Living. A tech came out and said it was poorly made and will not hold up in our weather conditions. Now I have had a brand new hot tub, that is broken, and after reaching out multiple times to the warranty company and to ***** *****, who is the regions representative for Aqua Living, no one is willing to call us back to get the refund process started on this over sized paper weight at my home. This company offers poor quality product and absolutely the worst customer service I have ever seen. My family and I have owned a retail shop for over 130 years and if we treated our customers like this we would not have made it a year!!!
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 02/15/2023

  A return was not approved at this time. We are proceeding with repairs. Again, we apologize for the frustration experienced and are committed to seeing this through to resolution.

• Initial Complaint

  Date:01/16/2023

  Type:Customer Service 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 this Hot Tub in February 2021 of it was delivered in March. When the Hot was delivered it was dead on arrival would not stay on kept giving me the error "temp sensor balance" I called the Aqua living the person who sold me the Hot Tub his name is ****** he informed me that the electricians did not connect it correctly. The electricians test the voltage and everything was connected. After calling in the service they sent the parts to my house and no came to install them. The WIFI component that I bought and an ozonator does not work. no power flows to them from the main board. I have text from ****** for the past saying that he is coming out to work on it and never does. I have had a dead hot tub for over 7 months with promises to come and fix it and every 30 days I let ****** know said that he would come and fix it. I have provided text message proving this and I also contacted the service center the first day of receiving the hot tub. ****** was suppose it pick it up today

  

  Business Response

  Date: 02/15/2023

  This complaint was a transfer from a separate account.  The customer has not responded to our attempts to contact.

  

  Business Response

  Date: 02/20/2023

  Our records indicate a documented phone call with voicemail on 2/8/23, following up with this reported issued. Your case manager has since been in contact and ordered the remaining component.  Per FedEx tracking: ************, this should be in your possession on 2/23/23. A technician is being assigned to your work order and upon receipt of the part, will schedule an appointment. 

  Customer Answer

  Date: 02/21/2023

  
  
  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. If the repair does not take place a refund needs to be issue this company has waited until my warranty expired to preform any repair from the date of delivery.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:01/16/2023

  Type:Customer Service 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.

  To date, I have had no reply, no acknowledgement of even receiveing my e-mail. The technician sent a text message to me on Monday November 16th that he would be here today Friday November 20th, and it is 4pm, and he is a no show no call. To Whom it May Concern, Once again: Please be advised, to date I have scheduled repairs on the main jet on two separate occasions for the main jet repair with **** **** and to date he has cancelled both times. To date the defective hot tub continues to be unusable, drained, and unplugged because of the main jet leaking causing water to leak out at a considerable rate. The November hot tub Payment will be due soon and another month has passed that the hot tub cannot be used. This entire experience has added to an already difficult time in my life and the lives of my children, as a dedicated, hardworking, single working mother of two during a time of a Pandemic when the purpose of the hot tub was to provide safe, enjoyable backyard fun, and relaxation, the hot tub continues to not work causing immense stress and anxiety. I am requesting that the November payment be cancelled as well as the contract cancelled. I do not have confidence or trust in the abilities of LPI or any of their local hired technicians to make any further repairs and formally request that the hot tub be picked up and removed from my property on or before but no later than November 30, 2020.
  Product_Or_Service: Catalina Berkshire Spa ******
  Account_Number: ******

  

  Business Response

  Date: 01/21/2023

  Our records indicate that the final finance payment was received in November 2020 and that the unit was returned to our possession that December.

• Initial Complaint

  Date:01/16/2023

  Type:Customer Service 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 11/26/2020 Credit card was charged that day. We never received a receipt after purchase~Purchase total $8,924.67~ Delivered in April after we were told it would take 8 weeks and after multiple calls ~Cover arrived damaged and we were told they would order a new one. Still have not received the new one~Ordered a cover valet for $279 we never received~Hot tub started leaking after a few weeks of use. We purchased an extended warranty for $99, Called and put in a service order. No one ever called or showed up. ~ A few week later the water started to have an electric shock to it. We had to unplug the hot tub due to safety ~Multiple calls later Austin showed up, He saw the leak and said he would put in an "expedited" service order for the part and have an electrician come out and take a look. ~2 weeks later we have had no call or contact with them.

  

  Business Response

  Date: 02/02/2023

  The customer reports no on going issues.

• Initial Complaint

  Date:01/16/2023

  Type:Customer Service 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 2020. In January 2021 the wrong size unit was delivered without the stairs or the cover caddy. I was told that the stairs would be there in a week along with the caddy. The right unit would be delivered within 2 months they said. I had reached out in May and was told the right unit was there and ready for delivery. When I tried to set up a time, they did not return my messages. Now, this summer, the wrong unit that is still at my home stopped working and they are still not retuning my calls. At this point I just want the wrong unit collected and my money back.

  

  Business Response

  Date: 02/15/2023

  The customer is no
  longer in possession of the spa and the situation has resolved itself.

  Customer Answer

  Date: 02/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I think this was poor wording on your part. I do not agree that the situation has corrected itself just because I needed to move and did not want to pay for a broken spa to be moved with me. I do agree that it is not your fault that I did move and did not want to pay for the movement of the spa, but it does not address the larger concerns I had including:
  
  1. The spa delivered was not the one I ordered.
  2. I am not convinced that spa was even new as it appeared to have been used before
  3. I paid for a set of stairs that was never delivered
  4. I paid for a cover caddy that was never delivered
  5. I paid for a chemical set that was never delivered
  6. The spa stopped working in less than a year and it took over a year and this complaint before anyone ever got back with me on this issue. 
  
  Although I had taken this as a loss on my end as I needed to relocate closer to work, the words used in this response was disheartening as I paid thousands of dollars for a few months of a working spa. In retrospect, it was a poor investment on my end. 
  
  Levi, who called was great to talk with and gave me hope that you all really care about customers, but this response is cold.

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

  

  Business Response

  Date: 02/28/2023

  The phrasing of our previous response was not thoughtful. We apologize for this as the intent was to be concise - not calloused.  You understand the reasoning behind not being able to issue a refund and pickup of a unit that is not in your possession.  We would be willing to offer you a considerable discount if you wanted to purchase a new spa for your residence. More than that, we acknowledge the experience you described with a former franchise representative as regrettable and we apologize. 

• Initial Complaint

  Date:01/16/2023

  Type:Customer Service 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.

  Company sales rep has mislead or lied repeatedly about delivery of our spa. We have waited almost 6 months since ordering our spa and the company has not followed up or delivered. We ordered a Dr. Wellness X-6 Spa at the end of May 2020 from Aqua Living. We were told the spa would ship in "about" 4 weeks. It's currently November 2020 and our Spa has not shipped, some 22 weeks later, despite being told it would week after week. As of last week Aqua Living Spas says they cant give us an update on our order, despite our sales rep telling us its shipped or shipping and that he's spoken to the corporate customer service manager. The customer service manager at the company has not returned my multiple calls for the last three months. I only reached out to her after the spa delivery was promised on two occasions and not fulfilled. Over 5 months-in not only has the spa not shipped but we don't have an order confirmation number, agreement regarding shipping, warranty information, or billing information about how and when we will be billed.On top of all this for the last three months we've been lied to and told our spa was shipping multiple times a week, almost every week. We've been offered free shipping, free spa pads and more discounts. We we're even told to be home and standby for delivery. There has been a new excuse every week - The wrong spas shipped, the delivery team didn't show up for work, the spa manufacture ran out of covers... We've had multiple delivery dates scheduled and for each a new excuse.We are approaching 6 months since we placed our order and still no formal response from the company.
  Product_Or_Service: Dr. Wellness X6
  Order_Number: None Given
  Account_Number: None Given

  

  Business Response

  Date: 02/15/2023

  This was a transferred complaint from a separate account.  The customer has not responded to our attempts at contact.