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
Want to share your experience?
Leave a ReviewReview Details
Review fromJohn Paul J
Date: 03/05/2023
5 starsWe love our dual spa.
It took a while to get but so worth the wait.
Had a pump go bad and they sent a new pump and the contact info for the technician. He fixed it and the spa has been going strong all winter long. Worth the wait.Review fromPaul B
Date: 12/09/2022
5 starsGreat people. I pick up the tub myself and the guys were very helpful loadingReview fromPaul M
Date: 12/05/2022
1 starPaul M
Date: 12/05/2022
The process with this business is like nothing i have ever experienced. from the sales rep in Maine, to upper ranked managers, the level of professionalism and customer care was a 0/10! My hot tub delivery was 2 weeks after the delivery deadline given by the sales rep, the tub did not work and my bank is working on getting my deposit and shipping fees back from them. I have had to hire an attorney as they are not cooperating. They came and took the tub casing damage to my existing wiring by simply cutting the wire instead of disconnecting it.
I asked them to send a technician out to fix the problem and they refused to do so.
BEWARE!!!!
Aqua Living Factory Outlets
Date: 12/21/2022
The delivery "deadline" is only ever an approximation. With manufacturing, shipping, and scheduling delivery from the warehouse, there are many moving components that can cause minor delay. The balance of the unit was never paid. Despite this, we tried to to assist but the customer failed to comply in providing GFCI photos, so that we might move forward in sending a technician to resolve. The unit has been reclaimed and the deposit returned in full..Review fromCraig B
Date: 12/03/2022
2 starsCraig B
Date: 12/03/2022
Customer service/ tech services? Zero? One valve does nothing, only had our Catalina Hampton for a few weeks, can't get through to get any service on this issue! Won't hook up to wifi like the ad says it will, so that part is worthless! 24 hr customer service? Again worthless, called one time, was 33 in line to get halp, no thanks. Tried tech line , left a message, no call back! Tried email customer service with 4 issues, they did get back with answer to 1 of the 4 issues. I would not recommend this product strictly in the fact that once it is in your hands, it's your problem to deal with. Buyers remorse for sure! Look around and compare. And the touch screen by Balboa is either in beta testing yet or they are still using the first gen stock. Our tube has a UV filter on it, which you really have no idea if it's on or working because there is zero on the touch screen about this? Again still in beta or just not very good at all, reminds me of my first smart phone, not so smart compared to today's phone, even the free ones. Also tried to leave a review on aqua living home page, and there is only 3 reviews under the Hampton, all great of course. Very sad that an American made product like this, at this cost has such bad service after you pay for it and is picking up or dropped off.Aqua Living Factory Outlets
Date: 12/21/2022
We apologize for the frustration in getting with a representative in a timely manner. The 24 hour line for Catalina is a separate line provided and is not used during the work day, as the normal customer service line is available. Your case manager has reached out and left return contact information.Review fromJames K
Date: 12/01/2022
5 starsI purchased a hot tub 8 months ago and have been very satisfied with my purchased. It was a good price, I got everything as promised and the staff could not have been more helpful. Lindenwood Inn Southwest Harbor MaineReview fromAndrea O
Date: 11/24/2022
5 starsThis company really delivers. Overall I rate this company as one of the top companies. Their service is excellant and the MGR Steve gave me directions for startup over the phone. He went out of his way to assist with getting my tub up and running. I would highly recommend this company. The product is a high-quality hot tub. ****** OConnorReview fromScott M
Date: 11/23/2022
5 starsWonderful hot tub and is built wonderfully . Great delivery . Mr. Steve Sharp was terrific at taking care of the delivery and sale. These hot tubs are custom made with great technology and very energy efficient . Took a few weeks to have it delivered but was well worth the wait.Review fromRichard M
Date: 11/03/2022
5 starsMade in the USA recommended the Catalina spa. Great sales managerReview fromCalvin G
Date: 10/28/2022
5 starsAmazing company to work with! They are always professional and friendly. From taking the time to find out what my needs/wants were, to making sure I was properly educated on spa maintenance, they have exceeded my expectations. This is the "go-to" company for hot tubs!Review fromWilliam L
Date: 10/27/2022
1 starWilliam L
Date: 10/27/2022
This company is a total scam!! The numbers you are given for contact do not work and when you get ahold of a person they **** put you on hold as fast as they can and hang up on you. I was taken for $2k for a hot tub I never received and that no one at the so called corporate office could even track. Beware of ordering anything from this company. A refund is in order as well as an apology which I'm sure neither **** happen. I **** put this out there that I **** be visiting their said location here and if I cant get answers I **** visit their said corporate office as well!!Aqua Living Factory Outlets
Date: 10/31/2022
You received the spa with the wrong cover. It has been submitted for a rush remake. It could not be tracked initially because this was purchased at a TUFF SHOW event at a fairgrounds and not out of an Aqua Living Factory Outlets store. We apologize for the frustration and hope to get this resolved for you promptly.William L
Date: 11/01/2022
How do you even know I received the wrong cover when you weren't even tracking the correct hot tub? See more issues to contend with. You didnt even give a good contact number? One that would be reliable to help solve the issue. Again more inconsistencies. All this statement tries to do is blow off the customer and buy more time either for more incorrect information or lies. Why dont I have an order #? Why dont I have an expected due date? Why arent you staying in communication with changes or updates? Horrible customer service!, Image portrayed is that of a company strictly in the business of ripping people off.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.