ComplaintsforAqua Living Factory Outlets

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I agreed to purchase a hottub on 7/25/24. The product was delived damaged, and not by the means chosen at time of sale. Due to damage, the delivery was refused, at the advise of deliverer. I reached out to my sales person immediately to discuss a solution. I was finally able to contact my sales person on the phone after having been given the run around for hours. He stated that he was on his way into a meeting and would contact me within the day with a solution. I have not heard from him since. I have sent multiple emails to him, and others within the company, and have gotten no response. I have requested to cancel the order, as the product was not delivered as promised and no solution has been proposed. This puts the company in breach of contract. I am still being billed monthly for a product I have not received.

  

  Business response

  09/19/2024

  Our apologies for any frustration stemming from communication. The order and loan have been cancelled, and the refund for the singular monthly payment submitted. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 5/4/22, I purchased a hot tub with steps and a cover (receipt attached). Recently, when I tried to remove it for use, it basically fell apart (pictures attached). When I looked at their website for a replacement cover, I noticed that nearly all the covers pictured came with a 5-year warranty. (Screenshot attached). Since it has only been 2 years, I called Aqua Living for a replacement. I was told that the cover only came with a 90-day warranty. I am requesting that Aqua Living honor their advertised warranty.

  

  Business response

  08/26/2024

  Please reference the attached warranty document. The website indicates that "Each type of spa cover for *sale* at Aqua Living... warranty." There is not a separate purchase of a cover from AQL. Your spa purchase included a cover. It's warranty would be dictated by the 'other warranty' section advising: "The vinyl spa cover is warranted to be free from defects in materials and workmanship for 90 days from the original date of purchase. This warranty does not cover fading of vinyl and thread that naturally occurs with sun exposure and aging, damage caused by improper water chemistry or chemicals splashed on the cover, worn or torn vinyl, tie downs, and handles caused by dropping, dragging, or storing against sharp objects, water absorption or broken foam cores caused by punctures in or damage to the vinyl or plastic barrier, mishandling, or excessive weight loads. Since replacing the cover does not require specialized tools, the owner is responsible for installation and all shipping charges." We will be glad to continue honoring your warranty as written.
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered by hot tub on June 4, 2004 and that is when the salesman (*****) told me that the cord would be 8-10 feet long. On July 22, 2004 the hot tub was delivered and the cord was 4 feet long. The delivery driver FaceTimed (*****) and told him that the cord was too short. I then called ***** and he told me to use an extension cord until he ordered me a new longer cord. This is August 6 and still no cord. I had to hire an electrician to come out and move the outlet closer to the hot tub so I quit burning up extension cords. That bill was $1375 to have the electrician move the outlet closer. I want to get reimbursed the $1375 for the electrician. This is cheaper than asking for a refund for the hot tub that may be ruined for using an extension cord. The hot tub cost around $7,000.

  

  Business response

  08/16/2024

  This has been resolved amicably in private between the customer and company.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  6-1-24 $27,500 HOT DELIVERED DAMAGED AND LEAKING ATTEMPTED TO FIX -RUDE SERVICE RELATED THIRD PARTY SCHEDULERS 4 WEEKS DOES NOT WORK

  

  Business response

  07/11/2024

  Our apologies for the frustration. In light of your adamance concerning the proposed repair, a representative will be reaching out to you shortly outlining possible solutions.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ref. Catalina Delux Spa, Orden # 89958, Serie # 19294Z, Date: 4/8/2023, 9,058.94. ON APRIL, 08 2023, THE PURCHASE OF A CATALINA DELUXE SPA WAS MADE AT AQUA LIVING FACTORY (PURCHASE INVOICE ATTACHED) AND WE WERE SERVICED BY THE SELLER JAYSON DEROSA. THAT SAME DAY THE FIRST PAYMENT FOR THE PRODUCT WAS MADE (PURCHASE INVOICE IS ATTACHED) $9,058.94 PLUS TRANSPORTATION COST. AFTER MONTHS OF WAITING, THE HOT-TUB SPA WAS FINALLY RECEIVED ON 6/6/23. THE SPA WORKED FOR 10 MONTHS. ONCE IT STOPPED, WE OPENED A CLAIM WITH THE COMPANY FOR A REPAIR OR RESOLUTION. THEY HAVE SENT TECHNICIANS WITHOUT ANY RESOLUTION. WE HIRED AN ELECTRICAL CONTRACTS WITH LIC. # EC 13011577, CS ELECTRICAL SOLUCION INC, AND IT WAS DETERMINED THAT THE VOLTAGES ARE APPROPRIATE AND COMPLY WITH THE NEC 2023 REGULATIONS. (PHOTOS OF THE VOLTAGE ON 05/17/2024 ARE ATTACHED). WE HAVE ATTEMPTED TO SPEAK TO A SUPERVISOR BUT NEVER A RETURNED CALLED. THIS COMPANY HAS LITTLE TO NO EFFECTIVENESS IN TIME AND EFFICIENCY AND IS NOT MEETING THEIR CLAIMS FOR A HIGH-END EQUIPMENT. THE EQUIPMENT WAS PURCHASED WITH A WARRANTY AND THE PRODUCT IS NOT IN CORRESPONDENCE TO THE VALUE AND THE WARRANTY. THE HOT-TUB SPA OPERATED FOR 10 MONTHS WITH THE EXISTING FACILITIES INITIALLY CREATED FOR THE OPERATION OF THE HOT-TUB SPA. THE WARRANTY TIME IS STILL RUNNING AND THE PROBLEM HAS NOT BEEN RESOLVED EFFICIENTLY. THE INSTALLATION OF AN ELECTRICAL LINE FROM THE MAIN HOUSE PANEL TO THE SPA, UNDER THE NEC 2023 TWICE CHECKED, THE EQUIPMENT RECEIVES THE VOLTAGE REQUIRED BY CODE. COMPANY IS FORCING THE CONSUMER TO INCUR HIGH COST EXPENSES WITHOUT HAVING CARRIED OUT THE NECESSARY TESTS. OR HAVE HAD A THIRD COMPANY WITHOUT INTEREST IN THE MATTER OF AN EVALUATION. I RESPECTFULLY REQUEST YOUR INTERVENTION IN THIS CLAIM CASE. MY PRODUCT IS UNDER WARRANTY

  

  Business response

  06/04/2024

  There has been a new work order created following the GFCI verification and written consent to terms. A technician will be scheduled shortly.

  Customer response

  06/09/2024

  
  Complaint: 21739047
  
  I am rejecting this response because:  This complaint come from April 8, 2024, The company do not work to help or resolve the customer issue, We continue with the same situation ( the jacuzzi is not working for more than two moths). Every cases that the company open for the issue take more than 2 week for get some respond, The Consumer have the right to get solution of the issue with the appropriate time, (We  still waiting for). LPI has force us to make two diferent electric arrangements and until now they have never send a specialist to find out with was the problem. "They just force us to make more work and them they stated that if we do not doing what they say, the company do not continue with the claim". The Hot tub is in warranty and the company only have limited themselves to guessing the problem through the photo they request; them they orden a guessing part, come here ( two time) and that is not the problem and the game continue. The Last conversation with LPI they force us to sign an agreement  to continue with the process. As customers we are very dissatisfied with the process and all request from LPI. We hope you can help  us to resolve the problem. Is not fear for any customer WE live in a country of Laws. 

   

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

• 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!

*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. ↩