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 fromBill W
Date: 01/30/2024
1 starBill W
Date: 01/30/2024
This company has very poor customer service. Please think long and hard and the warranty which is sold to you as the best does not cover much. LED lights have been bad since new, uv connection leaked water real bad,2 jet heads and 1 waterfall nozzle broke off just from the water I presume. Previously owned a tub for 20 years and had zero issues. Sales tells you thing thing , so called customer service tells you differently. Do yourself a favor and buy from a local store. Live and learn on my end.
Aqua Living Factory Outlets
Date: 01/31/2024
We certainly do not want you to be displeased, but the warranty information has been available since before the sale. Exceptions were not made for labor, lights, or minor components. You were additionally advised of the warranty in general, as well as proration rates for major components.Review fromLudmila A
Date: 01/24/2024
1 starLudmila A
Date: 01/24/2024
Horrible company! After a week of them calling me bugging me with different sales men , they decided to just have me send them all my identity info to tell me later that only US citizens can purchase from them! They are ****** and since they just took all my personal info. And canceled me at the end! They also ran my credit for nothing I don’t know what they are gonna do with my info ! Cause I just recently filed fraud on my credit report don’t want this to happen again! Won’t recommend this company to nobody that guy Isaac is a ****** ********* sales man!Aqua Living Factory Outlets
Date: 01/31/2024
ALFO is an equal opportunity employer and does not discriminate against our customers. It is not unreasonable to have proof of residence, a credit check, or valid identifying information prior to financing. Sherry has been corresponding with you via email, and we will continue to work with you towards a positive outcome!Review fromDon G
Date: 01/22/2024
1 starDon G
Date: 01/22/2024
I have a Tuff Spa. Not happy and not a good company. I have a leak in a plumbing line and they say a 6 month warranty on labor and 2 year on plumbing parts. The leak is due to work man ship I believe. You cat reach without turning over. The cover is sagging and the access doors fell apart in six months. Just a bad tub all around. Do Not But From them.Aqua Living Factory Outlets
Date: 01/23/2024
Your spa was delivered in February 2022. Following the review of your recent online warranty claim, a representative provided the warranty information and a list of local technicians. Unfortunately, the labor portion of the warranty has expired, but we are more than happy to assist in ordering components per the written warranty or answer any additional questions you may have.Review fromRaymond G
Date: 12/31/2023
1 starWorst business ever. Search all locations and LPI on BBB. We Ordered a swim spa with a free $3000 roll off cover. The cover is not waterproof and soaks up water then the rain water pushes tub water out of the tub. The cover becomes so soaked it wouldn’t roll off the tub. The company claims they ordered me a replacement regular cover however that was 2 months ago!!! They owe us money back and a standard cover.
Lies on lies is all we can get from them. Litigation is now our only hope
They delivered a standard cover however it is still not the value we purchased. Avoid this business and read the bbb reviews about them. All locations and the owner company LPI. I want the $3,000 that I was promised was a free upgrade. The other part of this story is about the depth of the tub. Be very careful getting a swim spa that isn’t deep enough for swimming. After the holidays I will resume my now legal pursuit since they refuse to accept responsibility.Review fromDebra C
Date: 12/23/2023
5 starsAwesome service. Ordered, tub was made and it was delivered and set where we asked !!!Review fromJoel K
Date: 12/15/2023
3 starsPurchased the Aqua Living "Carlton" model. Received the spa 11 weeks after ordering, having been told it would be 6 weeks. Not too terribly bad considering. I paid ****** plus tax and and delivery fees and was told that this was the "sale price" and they don't get any cheaper. 7-8 weeks into the production process, I discovered that this model was now on sale for ******. I contacted the dealer and was told that Aqua Living would not honor the sale price. I then contacted the manufacturer, and they reverted responsibility to the dealer. Neither refunded the $*** difference. Normally when a product goes on sale before and even some period of time "after" delivery, the sale price will be honored and the difference refunded. Apparently not with Aqua Living.
The spa itself appears so far to be well made, and functions as specified. The "lifetime" spa cover is the best design I've seen from any manufacturer, and unlike nearly all of them, "shouldn't" have to be replaced. I'll be both surprised and disappointed if it fails. My only complaint thus far is regarding the **** sale price difference which should have been refunded. Delivery team from the St. Petersburg store was awesome.Review fromKen F
Date: 11/29/2023
5 starsMay was great even started late for us highly recommendReview fromSandra K
Date: 11/27/2023
5 starsI have had no issues/problems with Aqua Living Factory Outlet. Originally, I ordered a Hot Tub from Wayfair on 10/11/23. Wayfair deliver scheduled no later than Nov. 5th. I got an extension text to anticipate delivery between Nov. 5th-12th. (I ordered the Hot Tub because my daughter and family were visiting on 11/11/23 for the first time, and I wanted something special for them to enjoy during their stay. Wayfair set up delivery Nov. 8th 1pm-5pm (hired two extra guys to help). Wayfair texted at 3:30pm that the carrier had rescheduled for the next day... Nov. 9th 12noon to 4pm. Complete NO SHOW/and NO Text. I called the Partner/Carrier in Pensacola to see what happened... they said they just received the Hot Tub Nov. 7th. It appears that Wayfair and their delivery partners do not communicate well (one hand doesn't know what the other is doing so to speak). Nov. 10th, I called Wayfair - cancelled the Hot Tub and returned all the merchandise that went with it. I found Aqua Living online. I explored some of the features of their Hot Tubs, then called to ask questions. Charlie ******* answered the phone. He was extremely helpful, knowledgeable, and he answered all the questions quickly... Charlie sent written quotes and videos on the products I explored. I agreed to purchase, we wrapped up the sale online... and my Hot Tub was delivered the next day at 9am (Nov. 11th). I had two of their subcontractors (Barney & ?) come on Tuesday morning (Nov. 14th) to completely install the electric wiring for the Hot Tub (hard wire to Hot Tub and wire to new circuit breaker). Barney also filled the hot tub and demonstrated how everything works. The only thing that didn't work was the Blue-tooth stereo system. Barney explained that sometimes in shipping the Blue-tooth gets bumped/banged around. He gave me a phone number to call and they ordered the parts to repair it. As soon as it come in... Barney will come back to install it.Review fromErica P
Date: 11/25/2023
1 starErica P
Date: 11/25/2023
Bought this hot tub 2 years ago now? Took 8 months for delivery due to running out of supplies. It was during Covid so that I understood. Got hot tub and didn’t work day one. Like others have mentioned, you become the electrician. Lots of back and forth and taking pictures and proving your end is correct before they will lift a finger. Lo and behold, after all the foxes on my end, the tub still didn’t work. They are supposed to contract a repair technician but their bid was so low no one would accept it. Had to hire my own. (They did eventually reimburse me .) Sent out a new motherboard? panel and they sent the wrong one. Our tech was able to pull off the pieces he needed to fix the original one. 4 months after delivery we had a working hot tub. Two weeks later we had a pipe that was leaking. Another two months of
Back and forth with the repair support line and finding a “tech.” Now the lights are coming off the tub. Just stay away. It was the worst customer experience I’ve ever encountered. They can’t wait to take your money but corporate doesn’t back up their product.Aqua Living Factory Outlets
Date: 11/27/2023
While we apologize for the experience you have described, the warranty time frames are explicitly outlined in your manual. Troubleshooting is necessary for the manufacturer/warranty services to assist, this is also in your information. Thank you for advising that we did communicate, follow our warranty, and made your previous circumstance 'right.'Review fromKate M
Date: 11/22/2023
1 starKate M
Date: 11/22/2023
The absolute worst customer service. Do not buy from this company. We got a catalina carlton spa. Bought Aug 2020. Delivered March 2021. We had an issue with jets breaking a few months in that had to be replaced. Now the heater went. Our warranty says covered for 5 years. 100% first 3 then prorated. Apparently they changed this so i had to send a copy of my warranty as well as pictures of issues. My subwoofer is rusted out and there was a leak near ozonator. Now they are telling me they cant send the part that should be covered under warranty because i dont have a separate breaker outside for the tub that was wired by an electrician when it was installed. They sent me a copy of the breaker suggested but can not tell me the copyright date of this schematic. What they sent me is no where in my paperwork nor is there any wording in my paperwork stating that parts are not covered under warranty if the schematic they sent isn't in place. Of course i can purchase the part in question at full price on the LPI website no problem.
They have virtually no technicians locally to service the tubs because they product is so crappy no one wants to deal with them . Our previous rep parted ways with them. No wonder. Avoid at all costs. No wonder there are 25 pages of customer complaints. Buyer be ware!!!.Aqua Living Factory Outlets
Date: 11/24/2023
After reviewing your case and the warranty paperwork that you submitted, was the second paragraph under components warranty not referenced? There are clearly exceptions listed in the paperwork. The GFCI directions are included in the manual under site preparation and are not part of the warranty paperwork. We will continue to be available to honor your warranty as it is written. -- Additionally, your interactions are with the manufacturer and warranty department of said company.
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