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 fromCaroline R
Date: 11/18/2023
1 starCaroline R
Date: 11/18/2023
DO NOT BUY! We were pleased to be able to buy this brand since it’s made in USA - well that was our first mistake apparently. Bought in April 22 waited excitedly only to receive the wrong tub 8 weeks later. New tub ordered as expedited because of their screw up. Took another month - not exactly expedited. But the worst part has been the numerous repairs needed and the absolute crap customer service.
First it was the control panel dying out within a month of getting the tub - they sent us the wrong replacement and then we had to send pic of the one we had - so they didn’t even know which type of control panel they had used when manufacturing our tub! Sent out repair guy also with wrong panel. Finally sent right panel and had it fixed. But then the tub was throwing all kinds of crazy codes.
They expected me to play hot tub technician and claimed the codes meant there was an air lock. It was ridiculous as we had never drained the tub because we’d only had it for a few weeks! I called the sales rep who also does repairs and he made it right. He had to submit the damn warranty repair request for that one because their customer support person actually threatened to cancel my warranty if I wasn’t willing to “fix the air lock” WTH??
Then one of the motors went out got that fixed. Then it went out again - same one! They hassled us about the GFCI so had to have electrician come back out and send them pics that it was configured in the way they require (might have been useful for them to provide their required electrical diagram when we ordered not when we ended up with an issue)
Bottom line is our tub has been down for more months than I can count because of this and as I write this I can hear the freaking motor making that weird noise again like it’s gonna die.
I’ll say it again - don’t not buy!!
Aqua Living Factory Outlets
Date: 11/20/2023
We apologize for the frustrating experience. Your service records indicate that we have honored the warranty and we will continue to do so. The electrical diagram is included with the manual, which should have been received both digitally following the sale and as a hard copy when the spa is received. If there are any concerns please submit an online warranty claim or contact customer service, we would be glad to assist!Review fromKevin F
Date: 11/17/2023
5 starsI reserved the tub from Brad he was professional and kept me updated about my spa.when it arrived it’s beautiful and the delivery men showed up and were totally professional and creative just have to get wired and working but the process so far smooth and prifessional ty guysReview fromMachell M
Date: 11/03/2023
5 starsCharlie helped my husband and me with the purchase of our beautiful ?? G-5000 hot tub. Charlie was very professional, knowledgeable and very patient. I couldn't believe the deal we got. If you're looking for a beautiful hot tub Aqua living is the go to place. Just ask for Charlie lol. Thanks again Charlie you're the greatest ??.Review fromJohn B
Date: 10/30/2023
5 starsJonathon and Caity were great and answered all my questions. Very professional and happy to see a young family working hard. Their kiddos were an added boost to my purchaseReview fromAndrea G
Date: 10/30/2023
1 starAndrea G
Date: 10/30/2023
Ordered a spa. Was charged an additional $450 dollars for delivery just for them to sit it in the back. No set up no nothing. Requested 220v, still had to hire an electrician to convert it. Followed all instructions and contacted support. This spa has never worked since receiving it. I’ve contacted my sales rep who says someone will call me but never does. Support says they will call back and don’t. Left numerous messages no help or support or callbacks. Now the bill is due and I’ve had a spa in the back for almost 2 months and nothing to show for it. I now understand why there are no refunds. They don’t want their non working tub back. Completely disappointed and will never recommend.Aqua Living Factory Outlets
Date: 10/31/2023
The picture presented of the GFCI on case 8329 has the ground line on the neutral bar within the subpanel. The grounds need to be on the ground bar. Once documentation of this has been presented we would be more than happy to assist with any warranty concerns. - The only warranty case created in general dates from an online submission on 10/17/2023.Review fromNancy M
Date: 10/24/2023
5 starsMy husband and I are very happy with our hot tub! It came when they said it would . We use it a almost everyday. We absolutely love our hot tub!!!Review fromAnthony C
Date: 10/23/2023
1 starOrdered my PP53 in june2023 arrived late August. Had to supply delivery crew with bolts missing from their dolly to get tub off truck. 3 days in leak developed leaking diverter valves. Sent pics. They sent pvc pipe fittings the valve was leaking on top. They sent a tech from 1.5 hours away he ordered parts. They sent wrong parts again. Some totally not related parts misc hoses fittings and clamps.I called every week from late august till mid October. They finally sent 3 valves and no fittings for the valves. These are not common fittings you can buy at a hardware store. Tech came out we followed suggestions from a local hot tub supply store and replaced the gasket with silicone. Why he didn’t do this the first visit? It’s now late October and tub is working. After reading reviews I feel stupid for buying it. Holding my breath. Class action suit sounds good. Tub appears cheap.Review fromJeffrey H.
Date: 09/25/2023
1 starJeffrey H.
Date: 09/25/2023
Always read reviews. Ordered the 1st week in May 2023. Was delivered in July. Damaged from the factory. How this passed inspection is beyond me. Supposed to have a new one built and shipped. No news or updates from Aqua Living and here it’s is the last week if September.Aqua Living Factory Outlets
Date: 09/28/2023
Our records indicate that you are working out of town and are scheduled for delivery at the end of next week upon your return.Review fromMarshall P
Date: 09/22/2023
1 starMarshall P
Date: 09/22/2023
I have been trying to get a technician to fix my tub. Called store mgr left a message no return call. Text my salesperson no return. Tub has been in operation 8 days. My lights and temp display aren't working. They promised a tec would contact me immediately.
Well it's been 2 days and nothing. Contacted the AGs office. Paperwork is in route. No litigation is required. I will receive my full purchase price. Warning do not I repeat do not purchase a tub from this facility.Aqua Living Factory Outlets
Date: 09/25/2023
Your store manager and salesperson are not employed by the manufacturer/warranty company. Please use the information listed in your manual, the website, and on the BOL. Contact customer service at 423-349-2900, option 6 or submit an online warranty request at https://lpiinc.com/service-request/ . We are eager to assist with your claim.Review fromDiana L
Date: 09/19/2023
1 starDiana L
Date: 09/19/2023
Terrible Warranty department. The Warranty department is called LPI and they will not cover anything. I supposedly have a 5 year warranty on the shell, a 5 year warranty on the major components and a 10 year structure warranty.
I have had my Catalina spa for 3 years. It is falling apart. It literally looks like it is at least 10 years old. Granted I live in AZ with harsh weather but I was not told these don't hold up in weather!
Two of the waterfalls have literally melted and dripped sticky goo all over. Their solution: I have to put the spa under a cover. It has the factory cover, but no one told me I had to put it under another cover so it doesn't melt in the sun!
The control panel is foggy like it has accumulated moisture. When I asked about getting that replaced they said my warranty is pro-rated. Nowhere in my paperwork does it say anything about that. They sent me to parts to order and install a new one myself.
The side panels on the spa are warped. They won't do anything about that. Again, I didn't have it covered.
Just so many things they left out when I asked about a warranty upon purchase. LPI will not cover anything, they will just give you excuses and reasons why they won't do anything.
It is not worth investing thousands of dollars on a hot tub that will start to fall apart in 3 years.Aqua Living Factory Outlets
Date: 09/20/2023
While we apologize for an experience that was not satisfactory, the limited warranty information is available in the manual provided with your unit. If your copy advises differently, please provide that to customer service for further assistance.
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