ComplaintsforAqua Living Factory Outlets

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They are refusing to refund me my money after a bad experience.

  

  Business response

  05/20/2024

  Your cancellation was approved and a refund issued.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  From start to finish, the entire ordering and customer service of this company is awful. I’ve left a review based on that experience which was awful in itself. But this complaint is regarding the additional items we purchased which were not delivered on time. We paid $400 for our delivery. The concierge cover, chemical kit and our steps were not delivered. They said they would be delivered at a later date. When I inquired with our sales rep who I ordered them with. He said. Not his department. To contact customer service. He didn’t know.. They said they had no idea what we were talking about. Apparently they opened a case then and the items would be shipped. That aside, the delivery company was obviously not able to install the concierge cover as it was not there. I asked them about it and asked if when it would be delivered, they were coming back out to install it. He said they could. But that it would cost me more money for them to make a second trip! The delivery company is separate from the store. So I understand that. However. Aqua living needs to cover that. Not me. This company needs serious customer service training. Your reviews and complaints are terrible and I believe every single one of these complaints and reviews accurately reflect how you treat customers. I will never buy another item from you again!

  

  Business response

  05/20/2024

  Our records indicate your missing accessories were received on 5/8/24 per FedEx tracking: ************.

  

  Business response

  06/04/2024

  Feel free to return the unused cover concierge to the Pinellas Park store for a refund.

  Customer response

  06/05/2024

  I think you are making a very big mistake in letting the company off the hook for their lack of customer support.   If you had paid for an item, had it not delivered with your other product. No communication from the Company regarding where the item was or when it would be delivered. In fact. They said “we have no idea”. , then it shipped late with no communication after the fact.  and then jn order to use said product that you need they make you pay their in store second party fee to come back out. The shipping guy is buddy buddy with the sales rep. They hang out in the store.  What a disgusting joke!  Read their google reviews. Read all of the things people say about this company. And you’re allowing it.  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Hot tub 08/05/2022 , the G6 model. When the hot tub was delivered we didn't receive a demonstration, as promised, we were told that once we had the electricity hooked up someone would come back out to give us the demo, we got everything hooked up, but no one came back out, we didn't even get an owner's manual. A few months later we noticed that the top of the tub was fading when I contacted the salesman, I was told that it had faded because of the chemicals, I contacted another Hot tub company and was told that if it was the chemicals the whole tub would be faded not just the top. So I contacted the warranty department concerning the shell, after a series of emails and sending pictures I was told that someone would get back to me, that was Mon, Jul 17, 2023, 12:07 PM, to this date, no one has gotten back to me. Now the Hot tub has developed blisters in the shell and the water seal appears to have gone bad because the tub keeps shutting off due to water getting in the speaker. I have listed my resolution as a replacement. I am requesting this because I feel that the issues will only get worse, we never received the service that we were promised, and we should not have to be going through this with an 8k purchase. If replacement is offered we will settle for complete repair, including removal of blisters and refinishing shell, complete replacement of sound system, and a written warranty. I am a Retired Combat Veteran and the purchase of this hot tub was for Therapeutic Treatment for injuries.

  

  Business response

  05/03/2024

  We appreciate your service. Please respond to the voicemail and attempted calls from 04/30/2024. We take your concerns seriously and will be reaching out to you again shortly.

  Customer response

  05/11/2024

  This complaint is far from resolved, the only thing that this company has done is request information that was submitted last year, they still haven't sent me my owner's manual. The young lady who use to handle their warranty issues is no longer with the company and she failed to open a warranty ticket when I first contacted them about this issue.  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Will not send a rep out to help with all the issues this hot tub has Numerous photos have been sent to that company They have terrible communication and hours and hours and hours we spent trying to get them to resolve the problem They said they sent us new directions and the original ones are completely different and I would like to know what yahoos they hire because they are useless

  

  Business response

  03/18/2024

  We are appreciative of your compliance with warranty procedures, including the requested pictures. Components have been shipped with FedEx tracking: 713307942941. A third party technician is scheduled to complete the service on 03/21/24. 

  Customer response

  03/26/2024

  Just to let everyone know this whole process took over a year for that company to fix the issue p

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Myself and my business partner purchased a hot tub from them and was very transparent that we were under a time deadline to receive the unit. After waiting an additional 3 weeks on top of the 5 weeks it took to build the tub, we were contacted and told that during inspection a leak was found and they’d need to rush remake our tub. My partner stated that if it was going to take longer than an additional 2 weeks to cancel the authorization hold on our Wells Fargo credit line used to purchase the unit. After two weeks with no reply from the sales agent, we found another hot tub dealer who was more local and who said they had hot tubs in house that could be delivered to us within a couple of days and they accepted the same credit line from Wells Fargo. However when we went to try to purchase the new hot tub it was noted that the authorization to pay Aqua Living had not been removed and we would need to call them and notify them to remove the hold. My partner spoke with a sales agent who made excuses about thinking that someone had called us within the two weeks to deliver the unit to us. My partner said no no one had contacted us and at this point we’re not interested in doing business with them and asked for them to remove the hold. The sales agent agreed and said he made the request but that his finance department needed to approve it. It was 10 min before they closed and he said it would be taken care of first thing in the morning. The next day it was not taken car and another person in the finance office said it needed to be signed off on by a ‘higher up’ and that she’d call back in an hr. And hr passed with no call and when I tried to call it went to voicemail. This process has been going on for over 10 weeks and their customer service is abysmal.

  

  Business response

  02/21/2024

  We apologize for the inconvenience. Your order has been cancelled and the authorization released. We wish you well in your future endeavors!

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My relatively new Tuff Spa, is losing water, and after several attempts to locate the leak, nothing has been located for source of issue.   I have reached out to our local tech guy (beginning of the summer), he seemed to think it was a gasket issue in the lid.  He was then unresponsive to my messages & calls, (I found out much later he was out on medical leave).  So I contacted the customer service dep’t on your LPI website.  Misty assisted me to ordering the appropriate items needed, at which all have been replaced, & issue still not resolved. They gave me a list of local techs to call for troubleshooting, the closest one was 1hr 30 min away, they said they do not service hot tubs.  I called other local hot tub companies, whom all stated they do not service other brands & all recommended I continue getting in touch with where I purchased from ( Depew, NY 14043) I tried to reach out to LPI customer service a few more times, & only received an e-mail, that the case number had been closed, with no additional support for my requests.   I called our local store this FALL, & spoke with a sales rep at Aqua Living Factory Outlet, who gave me a new contact for tech support to come out & trouble shoot my still existing issue. I was charged $100 for trouble shooting my water leak, which I was happy to provide in hopes that my problem would be resolved.    The techs came out, pulled all panels off, found wet insulation, & still unable to find the leak. They replaced the wet insulation, & some jets. (+$150.00)   It is now December 21st, I am still losing water.  The water line drops approximately 7” in 9 days’ time (with no one even using it) I have never had any issues with my Tuff Spa since I purchased it in the Fall of 2020. Until this year.   I am hoping there is someone, somewhere that can help me get this fixed or replaced. We have an adult only household, and treat our belongings with care. Since then, I have tried to get this resolved and still no resolution for repair

  

  Business response

  02/12/2024

  Your purchase was from a show event in July 2020 with delivery in September of the same year. The labor warranty coverage provided for your Tuff Standard spa was 6 months full labor with a service charge for months 7-24. At this juncture, you would need to coordinate with a third party technician to provide a diagnosis. At that point, we would be more than happy to assist in helping you order any components necessary for repair. 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a hot in March of 2022 it was delivered in June of 2022. The hot tub had tons of problems it had a hose that was punctured, the foam was completed wet and worst of all the hull had crack in it. The crack continuously leaked water. I had a repair person come out he said he had never seen anything like it. That was the service person Aqua Living Systems recommended, and he suggested that I call you. Aqua Living systems said the hose and foam were out of warranty and sent me a patch kit for the crack. They asked me to take a level to make sure the hot tub was level which I did. The contract states the hull is covered for two years. I spent almost $8000.00 on the hot tub and I'm not satisfied having a hot with a crack in it. I would like a new hot tub which I thought I was getting, the crack is unacceptable as a remedy.

  

  Business response

  01/03/2024

  The labor warranty is listed as 90 days (please see attached warranty document). We sent an acrylic kit for the repair, but the labor would be the customer's responsibility. 

  Customer response

  01/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: After Bob came to inspect the tub he told me to call the BBB because he had never seen a hot tub in such bad shape. You said the didn't warranty the broken hoses and foam, but it was leaking like crazy, he said a jet must have been replaced before shipping to me. Most of all he said the crack was caused by the manufacture, not from anything else. To buy a hot tub for almost $8000 dollars and to only receive a $5 dollar patch kit seems completely unreasonable. 
  
  Sincerely,
  
  **** ********

  

  Business response

  01/25/2024

  We apologize that our stance and decision are not something you agree with, but it has remained unchanged for 5 months and is based on the facts and the warranty guidelines.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On August 24th, after evaluating and comparing different Hot Tub we decided to buy a Catalina Kennedy at Aqua Living Store in Las Vegas. Looking at the specification sheet everything was included and it seemed a great Hot Tub, until delivery date . We chose our own delivery company because their company , even if they were using the same crane company I used, they were doubling the charge for the crane. First surprise, they charged a pick up fee, never mentioned or discuss before, of $125 then reduced to $75 because the pickup agent argued about it. Then once delivered , there were a lot of damages and most importantly missing components . We realized immediately the ozonator was missing and then the low power circulation pump was also not there. LPI was pretty expeditious in fixing some of the issues sending a panel out and the ozonator, but when the technician came he informed me the tuff cover was not fixable and the circulation pump was impossible to install due to different plumbing needed. I went back to the store and the sale agent , who sold me the spa, agreed with me that a dedicated low power circulation pump was in the standard configuration description and in the specs sheet and he said he would have contact the company to rectify the problem. Well LPI called me trying first, to tell me they evolved the design and now there was a 2 speed pump and then, someone else replied to a case number i opened stating the circulation pump was an option and needed to be ordered and paid extra. I asked for clarification sending out the web site description and the specs sheet and their answer was well we don’t know why is there for us that is an option. Well if you go online and check their website , there is no option to order a low speed circulation pump , why ? Because it’s described as standard equipment . I went back to the store and my sale agent doesn’t work there anymore… this is not only a false advertising infringement but also consumer law.

  

  Business response

  12/08/2023

  Additional information concerning the energy efficient two speed pump was provided to the customer.

  Customer response

  12/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20918903, and find that this resolution is satisfactory to me. They explained they changed the design 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand-new hot tub from aqua living on 4/25/23 for $10857.00. It was delivered the first week of June by their company. The hot tub was not set up until the 3rd week in June due to waiting for electrician to hook up. ON June 19th I reached out to the company because we had many issues with the new hot tub. The cover was not sitting on the hot tub right, the seals on the cover were falling off. The cover is connected to the hot tub. The Bluetooth speaker in the hot tub was not working, and the vent on the panel was broken. Finally on July 14th a technician and his "friend" both high as kites, reeking of marijuana showed up. They took the whole hot tub apart to find the Bluetooth speaker, it was not hooked up. IN the process they managed to break/crack 2 panels of my hot tub. They never fixed anything else, and also reported that one of the heating capacitors was bad, and that the pump was not working correctly. He stated that the parts would be shipped directly to my home, then he would schedule apt to come fix everything once all the new parts came in. Again I heard nothing. August 7, 2023 he reported he noo longer worked for company but could charge me to fix it. August 8, 2023 reported to company and they had closed my work order because tech reported it was completed. The last week in August 2023 another technician came out, he couldn't fix without parts, he needed to order them. Fast Forward October 31 still not fixed-nothing fixed, now the company tells me they will only order the parts and I can fix it myself. These issues have been since day 1. And reported as soon as the hot tub was hooked up. This company has not done anything to help, they just keep closing out the case. MY hot tub now has no seals, the panels are cracked, and it continues to throw codes on computer screen. The company refuses to fix this. This is not acceptable.

  

  Business response

  12/07/2023

  We apologize for the delay in resolution. A representative will be reaching out to initiate a new case and resolve the noted issues.

  Customer response

  02/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:I do understand what is covered under warranty, however since your technician is the one who actually did the damage I feel it is your companies job to fix what you broke. This has been the worst experience and the most unprofessional company I have ever dealt with. 
  
  Sincerely,
  
  ******* ******

  

  Business response

  02/19/2024

  We apologize for the frustration experienced. As a new work order has been created for a different issue, the installation has been approved as a courtesy.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The golf cart I bought has trouble going up small hills with more than 1 person and this is a four-person golf cart, the factory sent out a third-party contractor and he agreed with me that it has a problem and needs to be fixed, I like the golf cart but it needs to be repaired or my money back. I have reached out to the factory guy and he is not responding and the store manager will not return my calls. I have not been unreasonable but I want what I paid for.

  

  Business response

  11/17/2023

  The testimony of the dispatched technician does not align with your claim. However, this has been resolved privately with the customer.

  Customer response

  11/27/2023

  Resolved

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