Complaints

This profile includes complaints 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

  506 Twin Oaks Dr Johnson City, TN 37601-7610

  
• 

  Aqua Living Factory Outlets - Warminster, PA

  1710 Stout Dr Ste F Warwick, PA 18974-3857

• 

  Aqua Living Factory Outlets

  6900 Peachtree Industrial Blvd STE D Peachtree Corners, GA 30071-1030

• 

  Aqua Living Factory Outlets

  8569 S US Highway 1 Port Saint Lucie, FL 34952-3361

• 

  Aqua Living Factory Outlets

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in the market for a hot tub and saw very good reviews for Aqua Living. They had a 0% for 60 months finance option which I wanted to take advantage of. When I went to the Hartford outlet, they stated the promo has ended and will be back since it is back monthly. They had an offer for 0% for 6 months and that I could purchase and refinance to the 0% 60 months once its back as a promo. I had originally stated I would have to wait to purchase till the 0% for 60 months promo was available and this is what I was told so I purchased the hot tub at the 0% 6 months rate thinking I would be able to easily change it. Less than 2 weeks after the purchase, the promo of 0% for 60 months was available and now the story changed. I was not able to change to this promotion and I was stuck with what I signed up for. I have text message exchanges stating I can refinance to this option and verbal stating I will be able to. I contacted the outlet in Hartford with no help, I contacted the finance department at corporate "******, that has stopped responding to me for some reason. ****** told me that the only way they can change a promo is if I file a dispute through wells fargo, which I did and wells fargo states that Aqua Living needs to provide them with a code to update the account for the proper promo. Aqua Living will not do so after all this run around and lies. I would like my loan with wells fargo to be applied to the 0% for 60 months as stated that could happen instead of the unrealistic 0% for 6 months financing option.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aqua Living Spas Corporate Office 506 Twin Oaks Dr TN 37601 LP Financial 506 Twin Oaks Dr Johnson City TN 37601 Formal Complaint and Demand for Resolution – Defective Hot Tub (Catalina Diamond Berkshire, Serial Number 215117) I am writing to formally address the ongoing issues with my Catalina Diamond Berkshire hot tub (Serial Number: 215117) and the repeated failures by Aqua Living Spas and LP Financial to fulfill their warranty obligations. This situation is in clear violation of federal consumer protection laws, including false warranty advertising and failure to uphold implied warranty commitments. August 10, 2024 – First reported leak. Submitted photos as requested. August 16, 2024 – Leak continued, required to take additional pictures. No resolution provided. September 17, 2024 – Another service case was opened, but no cause was found. January 24, 2025 – Reported a small leak again. Instead of providing a service visit, we were sent a pamphlet about maintenance, despite following all manufacturer-recommended practices. Which state dad, the hot tubs are built to run year round and have built in controls to maintain water temperature to prevent freezing. February 17, 2025 – Another case was opened, leading to a technician visit on February 20, 2025. The technician provided a heater, despite the fact that our hot tub was already properly maintained and had not frozen. March 5, 2025 – A second technician visit resulted in a contradicting diagnosis. The first technician initially identified the issue as a motor failure, while the second technician falsely attributed the problem to freeze damage, demonstrating an attempt to avoid warranty responsibility.Not only has your company failed to properly diagnose and fix the hot tub, but in the process of multiple technician visits, parts have been lost, further compromising the integrity of the unit. Demand ; 1. A full refund for the defective hot tub. 2. A replacement unit at no additional cost.

  

  Business Response

  Date: 03/24/2025

  A refund or replacement has not been approved at this time. Please see the attached warranty document. The response to Additional Information (AI-27922) associated with case 26918 indicated that the water features were left on; this could have been what was viewed as an initial leak. There also appeared to be additional requests that were not answered. The warrantor for your spa is the manufacturer, LPI Inc. Components including a replacement pump and plumbing parts were received on 3/17/25 per FedEx tracking numbers: 436285181893 and 436285181713 at no cost to the customer. The third-party contractor that was out the two previous times (which would not be incentivized to "avoid warranty responsibilities") has agreed to assist in repairs. 

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 10/24/2024 - Delivered and hooked up by Aqua living factory outlet December 24th 2024 Bought brand new Catalina hot tub and purchased the extended warranty I've reached out multiple times to the franchise here in Minnesota and to their corporate office with no response on how they were going to repair or replace my current purchase The issue started January 13th 2025 and I still have no resolution and stopped receiving phone calls from Catalina and Aqua living factories. I was told a manager would reach out and I have not heard anything. All i ask for is my hot tub to be repaired or replaced.

  

  Business Response

  Date: 03/13/2025

  There were warranty cases in which requested information was not provided (as outlined in the warranty and multiple additional information requests). We offered an alternative, but this was declined as well. At this time we are willing to send a technician to inspect the unit. This service would provide us with the information to make a decision on how to proceed. 

  Customer Answer

  Date: 03/21/2025

  
  Complaint: 22999589
  
  i understand that the attorney general does not file lawsuits on my behalf I’m just stating I will be filing a lawsuit… 

  I apologize if you don’t know the contents of your warranty but that is not in the guidelines to send a picture of the GFCI. **** also was supposed to come over and send pictures of the GFCI and I have the messages of him saying he was coming over to complete that. Anyways please don’t try and state you want to help when I was asking for help for 2 months and you guys kept closing my cases. 
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 03/27/2025

  We will no longer be responding to this complaint as law enforcement has become involved. 

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a spa online from Aqua Living Factory Outlet on Dec 18, 2024. The spa was delivered on Feb 5, 2025 but we couldn't use it until we bought a power cord from them that was long enough (another $83.) On Feb 12, when we first were able to use the spa, it was very apparent to us that the jet pressure was substandard in one of the seats. We sent a video to customer service at their request and they informed us that it was operating the way it was supposed to. When we informed them that it was not satisfactory, they told us that since it was operating correctly, and we needed to contact our sales rep. When I called, I was referred to voice mail and left a message (this was Wed. the 12th of Feb. requesting a contact from our sales rep, *****) I also sent a website request for contact from them at that time. I left a bad Google review on Thursday the 13th and got a message that they would be contacting me. My requests for help with a resolution are being ignored. At this point, I want a refund and to be rid of the spa.

  

  Business Response

  Date: 03/05/2025

  After reviewing the video provided and case notes, it would appear that warranty services handled the claim correctly. We apologize that perception and expectation are incongruent with the plumbing and 110v set up on this particular unit. Please review the terms and conditions of the sale as it pertains to the cancellation and refund policy. 

  Customer Answer

  Date: 03/05/2025

  
  Complaint: 22948986
  
  I am rejecting this response because: 

  I attached the description I read about the PP31 spa.  I bought it believing that it was as powerful as the 220v spas, as their product description clearly states.  It is not!  The response from Aqua Living implies that they know that their 110v is sadly lacking and does not meet my expectation of a powerful spa that I would enjoy.  "We apologize that perception and expectation are incongruent with the plumbing and 110v set up on this particular unit;"  They are selling a product that they falsely advertise, and when they are called out on it, they simply tell me to lower my expectations. 

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spa hasn't worked since install. Was told the "folding top" was the best but is a liability nightmare (e.g. heavy, many points of flexion that fingers can get caught in, etc.). Folding top doesn't properly close. Paid for "warranty/maintenance" but then told my them that b/c I have an Airbnb it voids the labor so have to pay out of pocket. Asking for replacement of top and company to pay to have it repaired or replaced if they can't fix.

  

  Business Response

  Date: 02/18/2025

  The customer claims the unit has not been used or functioned since installation. The BOL indicates the unit was received on 11/05/2024. The first warranty claim and its duplicate were submitted on 1/16/2025. The customer further states that the warranty was not disclosed prior to his purchase of a blemished unit for Airbnb use. The warranty is available at myhottubwarranty.com, a copy would have been received with the unit, and additionally there is email correspondence from 10/22/25 between the customer and his sales representative. A lesser warranty is outlined in writing, and a previous conversation (from point of sale) is referenced in which it was discussed. Verbiage on the endorsed BOL states: "My signature also indicates that I understand the warranty provisions provided by the company, including what voids the warranty, as outlined in the warranty document that governs my product as listed on myhottubwarranty.com. Under the warranty, I understand and agree that the company has the right to repair any covered damages or defects. I also understand that if I purchased a discounted, blemished spa, which will be denoted by a serial number ending in "B" or "C", that a modified warranty applies wherein labor is only covered for 30 days and parts for 1 year. I understand that if my unit will be used at an Airbnb or other rental property, that the listed warranty is modified to reduce the stated labor warranty covered to 30 days due to the anticipated usage."  The customer references the hard Tuff Cover being a liability nightmare and, in another complaint, not shutting correctly. The "liability" referenced refers to patrons having little knowledge of the product at the rental compounded with limited spatial or situational awareness. The Tuff Cover has a limited life time warranty and under normal conditions is much more durable and long lasting than its soft cover counterpart. Additionally, provided at the time of this warranty claim was a picture of the Tuff Cover sitting flush and a couple of photos with residue on the surface of the water. The former providing hard evidence of the initial claim being inaccurate. The latter is a maintenance and water chemistry concern. Finally, there was a report of a miscommunication between the spa pack and pump. There was correspondence about what we could do to accommodate the customer in hopes of a positive outcome, as customer satisfaction is a driving factor in our product design and service program. Unfortunately, this correspondence varied from early interactions and there was confusion on the customer's part about what our obligation, per the terms of the sale and warranty, would be. The outcome being that we shipped a replacement spa pack, received on 2/15/25 per FedEx tracking: 436285170543, at no cost to the customer. As he was facilitating his own repair with a local technician, the out of warranty service charge was refunded.
  
  

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered the hot tub. Was delivered when stated. Had to have an electrician run the electrical. However, when the electrician completed his part of the task. The hot tub kept tripping the breaker. The electrician stated that this was all inside the hot tub wiring and nothing further he could do. When trying to contact the company- no one could help. Finally someone asked to send pictures and they were sent. Then nothing. No one would answer the phone or return any calls. This was the main issue. The other issue is that they sent the hot tub but not what we ordered. It was the wrong color. But that is not that big of a deal. The hot tub is defective and cannot talk to anyone to get answers or arrange for a refund or address the warranty. It was delivered on 1/ 25/25 and today is 1/29/25

  

  Business Response

  Date: 02/11/2025

  We apologize for the frustration experienced! Our records indicate that the warranty claim was resolved after providing direction to update the GFCI. If we can further assist please let us know via *********************************** or call customer service at 423-349-2900, option 6.

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Regarding Faulty Hot Tub, Poor Workmanship, and Excessive Utility Bills I am writing to formally express my dissatisfaction with the hot tub I purchased in August 2024, which was delivered in October 2024. I also purchased the 5-year in-home service warranty, expecting peace of mind in case of any issues. Unfortunately, I have encountered a series of problems that have left me extremely frustrated and dissatisfied with both the product and the service I have received. Just three months after the hot tub was delivered, I noticed steam began leaking from the top covers. This issue has persisted and worsened over time, leading to significant energy waste. As a result, I was shocked to receive an electrical bill for $381 last month. Normally, with my solar panels, my monthly bill averages between $15-20. The faulty hot tub covers have caused steam to escape continuously, and I am now paying much more for electricity due to this poor workmanship. I called your customer service team, hoping to resolve the issue, but after several days of communication, I was informed that you are only sending materials to "patch" the crack on the hot tub cover rather than dispatching a qualified technician to properly address the problem. This response is completely inadequate given the severity of the issue. Furthermore, I am requesting compensation for the excessive electricity charges that I incurred due to the poor design and craftsmanship of the hot tub cover. It is unreasonable to expect a customer to bear the cost of faulty products and the resulting financial burden. I am deeply disappointed with both the quality of the hot tub and the lack of effective customer support I have received. immediate dispatch of a technician to properly assess and repair the hot tub, and compensation for the additional electrical costs I have incurred.

  

  Business Response

  Date: 02/10/2025

  A technician was on site 2/7/24 to replace the central seals and realign the Tuff Cover. A representative will be following up with the customer concerning an alternate resolution per the customer's request. 

  Customer Answer

  Date: 02/11/2025

  We are actively working towards a resolution with Aqua Living Outlet and LPI. They are in the process of replacing the energy-efficient spa cover and will also install a mechanism to open and close the cover. At this stage, we will keep the case open and follow up with an email once the repairs are complete. For now, we are awaiting the replacement of the cover and the installation of the mechanism by LPI.

  ******** ******

  ************

  
  

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold me a hot tub by offering me zero percent financing with equal monthly payments. The salesman said it was a one time financing that was only for that sale at that location. I was told to fill out an application from Wells Fargo that had a box to check for 60 months zero percent financing. It came back approved for the hot tub price and a warranty package he insisted I purchase. About a month later, I received a letter with a strange card that stated I had a REVOLVING CREDIT ACCOUNT with “Aqua living outdoor solutions”! I would never had signed up for a revolving account or purchased the hot tub if they would have informed me about this . I work very hard to keep my credit utilization low and now this has ruined it. I have repeatedly tried to tell both Wells Fargo and Aqua Living that this was not what I was told I was applying for . It was sold as an account that was paid in equal monthly payments NOT A CREDIT CARD. Aqua living has claimed no responsibility for this, and even told me to quit calling. Wells Fargo has told me I am not the only person complaining about this , but refuses to correct the way this financing is reported. I have never missed a payment , my history is flawless. Yet this has caused my credit score to fall 100 points. I am simply asking them to correct the reporting . I have disputed it 4 times with no change . Both Wells Fargo and Aqua living just brush this aside and ignore me. This is fraud.

  

  Business Response

  Date: 01/20/2025

  The WF financing was not explicitly described to you as an installment loan. There were other financing options available at point of sale. Unfortunately, with what was authorized and selected by the customer, there is not a way to differently report the agreement, other than what it is. It would also seem that other variables are at play affecting your credit score. A credit inquiry, new account, and utilization of the new line would not impact the score by 100. 

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the 4th Claim I have had to put in on our Hot Tub for the same issue. They continue to tell us they need pictures of the wiring for it's installed incorrectly. It was certified by 2 electricians to be installed correctly. They keep giving us the run around as to why it stops working. They have replaced the Jets, Motherboard and no clue what else. It worked the entire summer of 2024 and has now stopped working AGAIN of which they now blame on incorrect wiring. LPI non stop passes the buck on the problem. I want my money back and this faulty unit returned!!! The only other resolution is to replace the ENTIRE tub. I am not risking anyone getting electrocuted because of their products. It is NOT wired incorrectly or the technician would have said something the 3x they were here replacing parts!!!! They are trying to avoid a faulty unit.

  

  Business Response

  Date: 01/20/2025

  A service technician is scheduled for 1/27/25; please make sure the unit is dethawed and has water in it as previously indicated. The technicians would not be checking the GFCI while on site unless it was specifically outlined in their work order. There will not be a return and refund, or a remake authorized for this order. We will, however, continue to honor the warranty as written and apologize for any frustration experienced. 

  Customer Answer

  Date: 01/24/2025

  I did not agree to this.... I told them I spoke to the tech they hired and 'we' agreed to wait until temps were above freezing to do the repairs. They are completely twisting my words and not complying with the warranty. I am not responsible for any damage due to their product failing during Artic temperatures!!! Their part failed and they have done everything to try to turn the tables on it being MY FAULT. I can't help it if it failed #1 during a snowstorm and #2 Mother Nature in January is holding temperatures under freezing. They need to get out here and repair it after I have complied with EVERY notice they have sent for me doing THEIR JOB! I am going out of town for 3 days and they are making it sound like I'm going on a world tour. They canceled the tech for Jan. 27th and I'm home! 

  Here is the email! 

  Hello Ms. ******,
  
  After speaking to you earlier this week, you stated that because of the current weather situation in your area, along with an upcoming trip out of town, you are choosing for the repair to be put on hold for now. While we understand that, our system will not allow us to hold the case open for that amount of time. In order for us to send the technician out at your requested time, this claim will have to be closed for the time being. Don't worry, we will notate the claim to ensure that when the spa is adequately thawed out, all that you would have to do is give us a call and we will open a new claim to install the spa pack. Please reference the claim number ******. We appreciate your understanding and hope that this email has eased your mind that you will NOT be forgotten about and the spa pack will be replaced.
   
  Per our conversation, please also be advised that any damages that occur from any freeze damage will not be covered under the warranty. If you have any questions or concerns, please don’t hesitate to reach out to us at (423)-349-2900, option 6.

   

   

  

  Business Response

  Date: 01/31/2025

  We will be glad to send a technician to inspect your spa after it has been thawed. Please contact warranty services when the weather is more favorable.

• Initial Complaint

  Date:12/27/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11-30-24 I stopped by aqua living store in midland Tx and paid $6578.00 for a spa. Serial # 217339b. I got a clearance spa cause just delivery in bout 2 weeks vs waiting for one to be made. 12-11 I checked on delivery and was told by end of week. 12-12. Checked website and saw spa with serial number 217339b was priced lower at $6218. I went back to store and was told they will give me the difference, it was computer error. 12-26. Still no spa and checked website and now the same spa is priced at $5759.00. I have yet to receive any money back from the difference and no eta on shipment. There has been MANY txt and calls I have made with no results. I have screenshots, txt and emails with everything that I have mentioned plus other conversations.

  

  Business Response

  Date: 01/10/2025

  We apologize for the confusion and error. The specific unit you purchased was always allocated to you, and could not have been purchased or attached to another customer's order. Delivery should be coordinated shortly.