Reviews

This profile includes reviews 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 has 107 locations, listed below.

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  Aqua Living Factory Outlets

  506 Twin Oaks Dr Johnson City, TN 37601-7610

  
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  Aqua Living Factory Outlets

  270 Lafayette Rd Seabrook, NH 03874-4542

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  Aqua Living Factory Outlets

  704 Chestnut St South Charleston, WV 25309-2004

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  Aqua Living Factory Outlets

  1200 Findlay Rd Lima, OH 45801-3104

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  Aqua Living Factory Outlets

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

Review Details

• Review fromMike G

  Date: 07/06/2023

  1 star
  Don’t walk, run from this company.
  I had an amazing experience with the purchase process. But they bullied me on the delivery portion of the sale. Mind you I actually need this hot tub for therapeutic reasons. 3 delivery options, YOU pay 50.00 to go pick it up yourself 2 1/2 hours away?!?!, 200.00 for curbside delivery, which is a lie, or 500.00 for a couple of their guys to deliver and set in place. I opted for the 200.00 service which is actually 299.00 but there is no assistance with the drop off portion of the delivery. Moving a 750lb spa around would be ok with some friends help but they couldn’t give me a straight answer about the delivery costs, details and time frame and I could not get a word in, at all on the conversation(s). “John” literally cut me off every time I tried to emphasize any type of thought then told me after several attempts to have a conversation, you know one where both parties actually speak, that he wouldn’t sell me the spa and hung up. That’s rich right there. I sent an email thanking him for showing his true colors before I spent money with them and that I would post reviews like others have (I should have read them first) and he stated he would comment accordingly about me being the difficult one. Now they have all my information, pulled credit on me twice and I have no hot tub. Please don’t buy from this company. I’m just one review but I’m factually correct. I can’t wait to see their rebuttal. To post negative reviews and never actually buy the product speaks volumes coupled with all the other negative reviews posted after the sale. Absolutely abhorrent customer service with zero empathy for customers that actually need the product. After reading other reviews I’m glad I didn’t buy from them but I don’t like having to start the purchase process all over again with another company. And yes, there are other companies to choose from!! Good luck everyone.

• Review fromGabriel M

  Date: 07/06/2023

  5 stars
  Customer experience was great!!
  Especially Matt at the West Jordan facility in utah.. grear job man!

• Review fromDavid P

  Date: 07/05/2023

  1 star

  David P

  Date: 07/05/2023

  I am rarely ever surprised and sometimes expect to have issues with purchases and services provided. However this Aqua Living hot tub retailer out of Simpsonville SC has absolutely taken the cake. From the delivery being a month late, to the hot tub itself breaking down less then 30 days after We purchased it, to the service man never showing up for weeks! This has been an all around giant disappointment. I would strongly recommend to never purchase from this company. And side note: The company I was forced to use after I learned my lesson here with Aqua Living and being so disappointed, it was a much more pleasant experience all around. They returned my calls, they were timely on delivery, no service issues at all so far which was the exact opposite experience I had with Aqua Living Factory Outlets in Simpsonville, SC. Do yourself a big favor and never purchase anything from this company or any of its affiliated stores. Not only is there customer service terrible but the product they are pushing is an absolute lemon compared to what I ended up having to purchase after my experience. So also never purchase the "Catalina Nantucket" Hot tub either. Hope this helps future purchasers out there. We are still fighting to have this purchase repaired after having it delivered on March 10th and only getting to use it for 30 days. Very disappointing situation.
  

  Aqua Living Factory Outlets

  Date: 07/27/2023

  The issues were resolved on 7/25/23.

• Review fromN. M.

  Date: 06/30/2023

  1 star

  N. M.

  Date: 06/30/2023

  I called several times because my hot tub is leaking, they cracked 2 panels when delivered, grommets and speakers are rusting, heat pump is not working and we can not use the hot tub because of these issues. I have sent pictures twice, talked to several "csr" and now I get a bunch of emails saying my claim has been canceled because it's a duplicate. They were to send me the parts that are broken and I would have to have someone replace them because labor has only 6 month warranty. The inside of the hot tub looks like they made it with used parts. The heat pump and control box inside hot tub is literally falling apart. It's leaking onto the heat pump and inside the shell. I have only had thus hot tub a little over a year. Paid cash for it. I have had hot tubs before when I lived in California and in Texas. NEVER have I had a bad experience from any of my previous hot tubs. I would not recommend aqua living hot tub to anyone. I was very excited to buy a hot tub. Now I'm just really disappointed in the hot tub and this company.
  

  Aqua Living Factory Outlets

  Date: 07/27/2023

  The requested component was received 7/13/23 with FedEx tracking* ************. We apologize for the delay and the confusion with the claim emails- this occurred during the transition to a new service platform.

  N. M.

  Date: 07/27/2023

  New service platform? REALLY! I have tried to contact company sooo many times. My hot tub is literally falling apart. I still do not have heating unit or other parts to this day. No one answers emails and phone calls. Is the new "service platform" no people to talk to? I would never refer anyone to your company. The man at store I bought it from, Jeffrey, should be working for your corporate office. He's very helpful as much as he is allowed to be. I will continue to give bad reviews and try to get my money back from you. This is a horrible way to treat your customers. I paid cash for my hot tub. Not cheap. And you treat me like trash. REALLY!!!

• Review fromLaurie C

  Date: 06/29/2023

  1 star

  Laurie C

  Date: 06/29/2023

  WE bought a $10,000.00 spa from them. We had a drought so we didn't get rain for about 2 months, well the top failed, by the time I got a hold of someone "it was past my 90 day warranty" that apparently was on the spa which was never told to me. So we started blasting them on every FB post, yahoo, google, you name it we slammed them. Well it got their attention. WE thought. They offered to send us a new cover. Well after numerous phone calls and waiting about 3 months, mind you our cover is caving in causing damage to our water and tub at this point, we got a new top....the totally wrong one, it was oblong and ours is square. So after serveral attempts to get a corrected one and having to store a useless top, along with the still failing one, which was preventing our tub to maintain heat and cleanliness, it's been 8 months and STILL no new cover. And of course they put us off long enough, that getting any money back or stopping payment is not an option. They spas aren't cheap, but are terrible quality.
  DO NOT BUY FROM THEM...BUYER BEWARE.
  I hope this helps in your journey to obtaining a spa......buy from a reputable company.
  

  Aqua Living Factory Outlets

  Date: 07/27/2023

  Your replacement cover has been shipped to the Tulsa store. As soon as it is received, a representative will be reaching out to schedule delivery.

• Review fromLee S

  Date: 06/28/2023

  1 star

  Lee S

  Date: 06/28/2023

  I just purchase a spa from these so called dealers when they delivered it to my house on Wednesday they the delivery service broke the pump to my swimming pool. The pipe cost me $400 to get it fixed and my sales representative Steve sharp says that he won’t cover it and also the jets aren’t all working and the stereo isn’t working I called up Aquar living and they told me it has air in the lines and they won’t send a repair person to fix it I paid over 1100.00 for this spa and my friend in Ohio warned me about this Company so I called they back they don’t even want to make it right so I called my bank got my charges reversed I’m sure they will get back to me real soon this has been the worst experience I have ever had don’t buy anything from this company
  

  Aqua Living Factory Outlets

  Date: 06/29/2023

  The alleged property damage would be the responsibility of the delivery service. Requesting to troubleshoot a common issue is not unreasonable. In the event it does not resolve your concern, warranty services would be more than happy to assist. Please reference the warranty guidelines included in your manual.

• Review fromcheryl h

  Date: 06/22/2023

  1 star

  cheryl h

  Date: 06/22/2023

  I purchased a spa from this company 10/01/2022 the day it was delivered it was dropped on the pad where it sits, they broke a panel, a knob was broke they have replaced a pump, and a condenser, and now its leaking, we paid over 10.000 dollars for something that we have hardly been able to use I have asked several times about a replacement but they act like they don't want to hear that. so they just make you another appt. to have what went wrong this time to be fixed. I feel that having to use the warranty a month or so after the purchase is very unfair. I have purchased hot tubs in the past and never had to use my warranty at all, I would not recommend this company to anyone. I did tell them today that I felt like I got a lemon. I called them today because now its got a leak.
  

  Aqua Living Factory Outlets

  Date: 06/29/2023

  The labor warranty for the Tranquility line is listed as 6 months. Unfortunately, this has since expired. You are still covered under major components and plumbing warranties. The best course of action, as the shared photos are somewhat inconclusive, is to hire a spa technician. We can assist in providing any covered parts necessary to resolve.

• Review fromKrista C.

  Date: 06/13/2023

  1 star

  Krista C.

  Date: 06/13/2023

  Don't buy from Aqua Living. My hot tub was delivered less than a week ago, and it came with a bad pump. 5 days later, i'm just now getting a pump ordered by Aqua Living - and they have no idea when it will be in or when a tech can be scheduled.
  That's inexcusable to come in non-working order, and then take over a week to get it fixed.
  Meanwhile my renters (weekly vacation rental home) are wanting a reimbursement - which I'll have to pay on top of paying Aqua Living for a new non-working hot tub.
  Sales also told me they serviced the hot tubs.
  I'm now finding out that they only service it for 30 days.
  Tech support doesn't know what sales is doing, and vice versa. They are a hot mess - and the customers end up paying for their lack of ability to provide service.
  Do not buy from them.
  

  Aqua Living Factory Outlets

  Date: 06/14/2023

  We do apologize for your frustration. It is outlined in multiple locations in the Dr. Wellness Lifestyle manual that commercial applications are excluded from warranties. However, we have extended this to thirty days as a general rule and of course on initial start up. Was the location and purpose of your unit disclosed during your interaction with sales? A technician will be out to assist with your open work order.

  Krista C.

  Date: 06/14/2023

  No paperwork was sent to me prior to purchase, and it was verbally stated several times during my conversation with the sales rep that this purchase was for a rental - thus needed something durable, and something that would be serviced by Aqua Living at the residing location. That was the entire reason we went with Aqua Living.
  The delivery fee was also misquoted.

  Krista C.

  Date: 06/14/2023

  The warranty does not even come into play in this instance. I purchased a new hot tub and it came BROKEN in non-working order. That is unacceptable and Aqua Living should be bending over backward to get it up and running.

• Review fromKevin G

  Date: 06/04/2023

  1 star

  Kevin G

  Date: 06/04/2023

  bought a hot tub I can’t use. Paid 10k for a hot tub and I had to connect the electrical myself after it was dropped off by the unfriendly delivery guy. Thanks Aqua Living. Great service ??
  

  Aqua Living Factory Outlets

  Date: 06/05/2023

  You purchased backyard delivery for your spa. It is precisely that, delivery and placement of the unit. The delivery agents are not certified electricians. It is not advertised nor advised that backyard delivery includes electrical hookup, filling with water, or water chemistry assistance.

• Review fromM. Z.

  Date: 05/24/2023

  2 stars

  M. Z.

  Date: 05/24/2023

  We recommend avoiding this company. On 4/28/23 We spoke to Joe at the Schaumburg location re: a spa that met our criteria. On 4/29/23, I went to see the spa. Joe informed me he made a mistake- the spa he had available would be about $1200 more than he said. I left without purchasing. (Bait & Switch?) We called Joe later that day- he apologized for the misinformation, & said he would make up some of the difference with accessories, & a discounted delivery. We both heard the price was $6600, including the delivery. I paid this amount with a debit card. The spa arrived on 5/5/23. The delivery guy said $400 was due. Which we paid, even though we recalled Joe saying this was included in the $6600 price. We noted that 2 panels cracked during the delivery process, there was no user manual or paperwork accompanying this delivery & the accessories promised did not arrive. The delivery person took photos of the cracked panels. A phone call was made to Joe, who said replacement panels would "be on the next truck", along with the missing accessories. My wife went to the store in person May 10th re: the missing user manual, accessories, price difference, etc. Joe promised to deliver the accessories on 5/12 or 5/13. He never arrived, called or emailed. She went again on 5/17, Joe claimed no knowledge of when 'the truck' would arrive, offered a $25 refund on the delivery & ordered the accessories. As of this message, the panels have not arrived. We called cust. service 5/24 re: the panels, and learned they need 'better pictures of the cracked panels". Misty promised to send an email to attach the photos to. She assigned a case #, provided the name of a case manager & suggested we use the spa without the panels, which is unbelievably bad advice. The electrical components are exposed. NO way are we interested in this option. The email Misty promised has not arrived. This is a terrible experience. Ridiculous cust. service.
  

  Aqua Living Factory Outlets

  Date: 05/25/2023

  We do apologize for the frustration. An email was sent out for additional photos to replace the panels damaged during shipping and delivery. - With what was originally submitted on the warranty claim, it is impossible to determine what needs to be replaced. There is some confusion, no one would advise removing the panels that are cracked until the replacements arrive. However, this minor cosmetic damage would not impact your ability to use the unit in the interim.

  M. Z.

  Date: 05/25/2023

  The email your refer to has not arrived. Furthermore, no one proactively contacted us to let us k now this information was required. How were we supposed to know that the photos were inadequate? Who was in charge of letting us know? Joe knew the panels were cracked-and as your employee, he should know what the process requires. All updates from your company and your representatives are reactive-not proactive. Again, very poor customer service. Joe has our contact information-confirm you are sending the email to the correct address. There are two you can choose from. I stand by our recommendation that consumers avoid this company. I insist your company try harder to rectify this issue.