Reviews
This profile includes reviews for Aqua Living Factory Outlets's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 96 Customer Reviews
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Review fromZack F
Date: 05/03/2024
1 starZack F
Date: 05/03/2024
Very frustrating customer service process.
The ticket system is a joke, per all the frustrations in other reviews, you can see it’s not the customer that is the problem, it’s their process and poor quality of the hot tub that is the problem.
I never leave bad reviews, but the quality of my hot tub and the frustration I have had trying to get things addressed has pushed me over the edge.
We all understand you have a process to follow, but when all of your customers say the same thing about your process maybe it’s time to look within and change something! I would have dealt with poor quality if I felt the company would jump through hoops to get my problems addressed.
Aqua Living Factory Outlets
Date: 05/17/2024
While we do apologize for the frustration, our service records indicate all issues were resolved during a service visit on 5/13/24. It is also important to realize that the total number of negative reviews and complaints are less than 1% of our customers and do not always reflect legitimate concerns. We are always striving to improve and provide the best experience possible.Review fromBrent S
Date: 04/30/2024
1 starBrent S
Date: 04/30/2024
Purchased my spa I believe may2023. I reported damage and non working parts just after delivery. Still today I have not had it fixed. My last 3-4 phone calls to the service manager and not one call back. Avoid them at all cost. I’m super *******Aqua Living Factory Outlets
Date: 05/02/2024
Our apologies for the frustration. It appears we are in the process of scheduling the final work order for repair as a follow up from the 04/30/24 visit. A representative will be reaching out to you shortly.Review fromCharles K
Date: 04/16/2024
5 starsMarty at Aqua Outdoor Living has done a phenomenal job for us and the swim spa is exactly what we were expecting. Great company with awesome customer service!Review fromRhonda M
Date: 04/09/2024
1 starRhonda M
Date: 04/09/2024
Poor customer service, do not stand behind their product. They make you think the issue will be resolved and then “ upper management” declines it!Aqua Living Factory Outlets
Date: 04/10/2024
We do stand by our product and the warranty as written. We do require documentation and dialogue to have a better understanding of the whole situation. The vinyl spa cover does have a warranty for 90 days from the date of delivery as outlined in your warranty paperwork.Review fromT L
Date: 03/22/2024
1 starT L
Date: 03/22/2024
Bought tub at last fall nothing but trouble ever since, wish I had never made this purchase! I previously had another brand with no problems. Constant hassle trying to get "issues" fixed. Customer service sends you through hoop after hoop with no resolution. OVER ITAqua Living Factory Outlets
Date: 03/26/2024
Additional information is often required for clarity. We appreciate your assistance in providing this documentation.Review fromJulie F
Date: 03/19/2024
1 starJulie F
Date: 03/19/2024
Hot tub started leaking inside itself in less than a year. Their 2 year warranty only covers parts not labor. So they use the cheapest foreign parts assemble it in the USA and call it American. Wish I bought a different name brand. Over $7000 wasted.Aqua Living Factory Outlets
Date: 03/20/2024
We apologize for the frustration, but are honoring the warranty as written and advertised. The tranquility series features a six month labor warranty. We will be more than happy to assist with any components required to repair and are available for any questions.Review fromChris M
Date: 03/18/2024
5 starsChris M
Date: 03/18/2024
We ordered a “blem” spa that had been in a showroom for a discount price. Loved the Carlton spa but it suffered from leak problems. LPI fixed each leak under warranty and eventually replaced the tub with a brand new one after it met criteria. Very happy with the product and all the engagement.Aqua Living Factory Outlets
Date: 03/20/2024
We apologize for the initial difficulties, but are more than happy to assist and make it right! We hope you enjoy your spa and thank you for the feed back!Review fromShane S
Date: 03/14/2024
1 starShane S
Date: 03/14/2024
Our tub stopped working after 6 months. We bought the extended warrantee. They've been making us take photo after photo of the electrical work. It's become obvious they're trying not to cover the issue. Today they said they're trying to get a technician scheduled but may need me to disassemble to hot tubs out panel to get interior shots for them beforehand. Absolutely the worst.Aqua Living Factory Outlets
Date: 03/18/2024
There is a process that is adhered to for all electrical related concerns. We certainly appreciate you complying with the request. Parts have been ordered. As soon as they are shipped, you will receive notification and a technician scheduled to your open work order.Review fromJason H
Date: 03/10/2024
1 starJason H
Date: 03/10/2024
I have been dealing with this place for 6 months and have a lemon hot tub for 10 grand that they’re not supporting. The salesperson David put forth significant effort sellling the hot tub but unfortunately didn’t care about post sales support. I took delivery with multiple issues on what I had thought was a premium unit. The LED lights don’t work properly. The speakers play static and loud sounds and don’t function and most importantly the hard cover that they pride themselves upon is unable to retain water when closed. It has a faulty seal and I have to fill the tub with 20-40 gallons of water daily or every other day. The salesperson David would have said anything to sell this thing and I felt confident buying it. But after waiting from August to thanksgiving for delivery, dealing with crazy recommended electricians and installers and then David asking for a paid 5 star review (paid by free filters which we did not accept), I have to warn anyone to steer clear of this company. The spa itself claims to be built in the USA and to be of high quality but the LPI aftercare support is the worst customer service I’ve ever dealt with. This is essentially like buying a hot tub off the back of a truck in a parking lot with worse than Amazon support. I’ve been trying to at the very least just find a way to maybe fix the seal myself so I can at least write off the speakers, fire units (those are a terrible add on) and keep it running as a basic hot tub. Premium? Absolutely not. American made? Maybe this shouldn’t be advertised because the quality control is like something from Temu. Very dissatisfied customer and I will continue to update all reviews until this is taken care of and then never recommend this to anyone ever. 10 grand for a temu hot tub. Very American. Thanks.Aqua Living Factory Outlets
Date: 03/15/2024
A member of our management team has been in contact with the customer. Solutions for all concerns have been preliminarily outlined. We apologize for the frustration and are eager to turn the corner on this experience.Jason H
Date: 05/25/2024
Memorial Day Weekend 2024 Update:
We are still without a working hot tub, and we are now approaching a year since our purchase.
While we appreciate that the company began addressing our concerns after I posted my initial reviews, the process has been frustratingly slow and inefficient, except for a one-week period when we had to attend a funeral. Upon delivery, our hot tub had a leak in one of the larger bright white safety lights, causing a slow water leak. From the beginning, we expected LPI to work with us to troubleshoot and replace this faulty part promptly. Unfortunately, despite purchasing the tub in August 2023, receiving it around Thanksgiving 2023, and now reaching Memorial Day 2024, we are still unable to use it.
According to the knowledgeable and helpful hot tub technician—independently arranged and sent to us by LPI—the solution is a simple replacement of the light fixture. It is disheartening that such a straightforward fix has extended our issues to nearly a year. Nancy at LPI has taken over our case and is currently working with us, and we are hopeful for a swift resolution. However, this experience has been disappointing, especially given the significant investment of ten thousand dollars.
LPI, we urge you to refine your after-sales support process. This could be an exceptional product with just a bit more attention to customer service. We look forward to updating this review positively when the hot tub is finally functional.Review fromJanet A
Date: 03/05/2024
1 starJanet A
Date: 03/05/2024
Horrible and belligerent customer service. My hot tub was delivered at night but even in the dark, damage was noted on a panel. Nikki agreed to replace the panel. In the daylight, I noted a sag on one side of the cover but thought it may "puff up" after being shipped. It didn't. It continued to get worse. I contacted Nikki and the response was " that service is not proveded". I found that the cover was cracked through completely, either from shipping or delivery. I contacted Nikki again and received the same response. They are happy to take your money but if you have issues, they will rudely dismiss you. I wish I would have shopped around more. I can't afford a new top and thus, have turned off the spa until I can afford a new cover. So disappointingAqua Living Factory Outlets
Date: 03/07/2024
We apologize for the frustration. Your replacement skirting panel is expected 3/8/24, per ***** ********* ************. Your replacement cover has been ordered and should be to you shortly!
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