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AQUA LIVING FACTORY OUTLETS

505 Twin Oaks Dr., Johnson City, Tennessee, United States, 37601-7610

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AQUA LIVING FACTORY OUTLETS Reviews (%countItem)

• Feb 29, 2024

Do NOT buy a spa from Aqua Living
Do NOT buy a spa from Aqua Living. They promise and do not deliver. I bought a spa in March and was promised the spa in 2 weeks - did not show for 2 months. Then I was FORCED to pay $500 in cash for them to deliver the spa (That was probably the first issue). Next, the Spa pump jet 1 broke - I called the warranty company multiple times - and was put on hold many times - and I am not just saying for a few minutes - sometimes on hold for an entire business day and they they told me it was a capacitor in the pump that was broken - well they said they would send the part - well the part(s) never arrived, and then I asked for the technician to come - they said only after the parts were there - well I said the parts never got sent - they said oh I should have received them - well this phone tag went on for hours and hours. I finally hired my own hot tub repairman who had to come from 2 hours away in Tampa - he knew ALL about these spas - and hence knew exactly what was wrong - he put a MUCH better pump in, that then worked perfectly - in fact probably too perfectly - because then I started to have leaks - which I think I was having leaks from day one - but then I realized I was having a lot less water - and I complained again to the Aqua Living and also to LPI _ they told me this was impossible to have a leak - well I opened the panels and then I took video of all the leaks - I have 7 leaks - and so I called my hot tub repairman again - from Tampa - he then asked me to take pictures and videos of all - well he knew I was quite handy - and he gave me specific directions and parts to get and he told me exactly what I needed to do. I replaced hard PVC and Soft (bendable) PVC - and 7 locations, I used 'hot' PVC glue, and then I let everything sit for 24 hours before I filled the hottub up again and now after and $800 new pump install and then buying the parts to repair the leaks (about $500) and then my time which I precious - I then had a working hottub - so Hottub bought in March 2023 - the hottub then was received and failed in May 2023, two weeks later - all the leaks - so No hottub until I was able to fix the hottub - that was the end of Sept 2023 - so overall this was a 6 month ordeal - and Now I can fix the entire tub myself, I know where to get EVERY part without having to deal with Aqualiving nor LPI ever again - MY advice - NEVER, EVER buy anything from AquaLiving nor Trust ANYTHING LPI says - and this company is out of Tennessee - I have put a complaint in with Florida to get this company banned from doing business in Florida. Do NOT trust ANYTHING Aqualiving nor what LPI tells you.

• Dec 15, 2023

Almost Excellent
Purchased the Aqua Living "Carlton" model. Received the spa 11 weeks after ordering, having been told it would be 6 weeks. Not too terribly bad considering. I paid $9,999 plus tax and and delivery fees and was told that this was the "sale price" and they don't get any cheaper. 7-8 weeks into the production process, I discovered that this model was now on sale for $9,200. I contacted the dealer and was told that Aqua Living would not honor the sale price. I then contacted the manufacturer, and they reverted responsibility to the dealer. Neither refunded the $700 difference. Normally when a product goes on sale before and even some period of time "after" delivery, the sale price will be honored and the difference refunded. Apparently not with Aqua Living.
The spa itself appears so far to be well made, and functions as specified. The "lifetime" spa cover is the best design I've seen from any manufacturer, and unlike nearly all of them, "shouldn't" have to be replaced. I'll be both surprised and disappointed if it fails. My only complaint thus far is regarding the $700 sale price difference which should have been refunded. Delivery team from the St. Petersburg store was awesome.

• Apr 05, 2023

love, love my Aqua Living Spa
I purchased an Aqua Living Hot tub seven years ago and it’s the best investment I have Ever made. I have used it every day for seven years and couldn’t live with out it. After all this time it looks and operates like it did the day it was delivered. This might sound like I work for the company but I don’t, I’m just a satisfied customer.

Tuff Spas TT-150
This review is a bit late. We purchased our Tuff Spa TT-150 in July from Aqua Living Factory Outlets Depew, NY. Though out our whole experience with the purchase and delivery Rob, Travis and their team were wonderful. They removed our old spa and the placed the new spa exactly where we wanted it to be.

The spa is amazing! Very easy to use and we love the spa hard top.

We would definitely recommend purchasing a spa from Aqua Living Depew, NY as they stand by their products and made sure we were happy. That is great customer service.

Thanks,
L & J

Poor quality and lack of response from the company.
We ordered out hot tub in April of 2021 and did not receive hot tub until October 2021. Right off the start we have had issues with the performance of the hot tub. Speakers are unusable. We have to keep the water level down if we want to hear them. The filter sticks way up to far even when the water level is high. One of the pumps quit working, Constantly blowing a fuses. Will never recomend Aqua Living to anyone. We would like for them to replace the hot tub with a different one or just come and get the damn thing and REFUND OUR MONEY BACK TO US!

Excellent Customer Service
Had a great experience with the Daytona Beach store. Customer service above and beyond my expectations. Highly recommend.

Manufacture defect
DR WELLNESS X2 SPA SERIAL NUMBER 144954 stopped working after 8 months, the hot tub had no visible vents, but the whole hot tub had opening at the bottom and top corners and sides.I asked for a refund but LPI only sent me parts.I cannot repair this hot tub since every kind of animal wants to make their home inside-getting in is easy since hot tub was never sealed properly.

Spa worked for 4 days, worst customer service
The spa worked for 4 days. We've been waiting for almost 2 months to get parts and a technician out to fix it. Customer service is the worst!

Do not give them your business
If I could giver zero stars I would. LONG story short, due to clerical disorganization and terrible customer service, my family placed an order 8 weeks ago and couldn't get any response to our calls or emails as to where our order was at, an order number or if our tub was even in the works!
Mary Lee was our rep that helped us pick out a tub and she was wonderful. But unfortunately that is the extent of pleasantness. I had to contact Brian Elmore at the main office on the other side of the country to try and resolve this situation since the manager here in Hood river, Kathy Heron was not only hard to get a hold of, but was vague and has zero interest is righting a wrong and fighting for her clients.
I never did receive an email back or so much as a phone call from Brian Elmore.

Thus to say I was finally helped by a very nice rep from the main office named Whitney and I will be cancelling was semblance of an order there is... very VERY disappointed in this company, its management and its lack of customer service.
How could we possibly rely on this company now with what we've been through? What if there was an issue with the tub? What a NIGHTMARE it would be to try and get help for parts.

+1

We received swimspa stripped of many features compering to one we saw on their website and paid for. It's broken and we are waiting 94 days for repair
When we received our swim spa ( serial #***) on ***, we have noticed that it has crack in acrylic shell and it does not have a lot of features (8 missing parts), which were supposed to be in that particular model 14' Freestyle ***, which was advertised on their website for $***5 and this is how much we paid for it plus tax and shipping (order # ***). When we sent few emails and asked where are all the missing parts to this day we did not received any response. Also, after filling it with water we discovered that Jet 1 and Jet 2 and *** are not working properly. We requested warranty repairs and received new parts from their service LPI, Inc. but even though we keep sending them emails at least few times a week, no serviceman come yet and we have been waiting already 94 days for repairs and can not use our expensive swim spa as intended! They keep giving us empty promises and do absolutely nothing. So, we told them that we are going to complain to Revdex.com, maybe this way we will get what we are entitled to. Thank you in advance for your help.

Desired Outcome

We are seeking warranty repairs by competent serviceman (***, jet 1, jet 2, crack in acrylic shell). We are seeking also refund for the difference between swim spa we ordered and paid for and the swim spa we have received.

AQUA LIVING FACTORY OUTLETS Response • Sep 15, 2020

Unfortunately, LPI, Inc is having trouble finding a capable technician for the customer's repair. A representative from the company will contact the customer, today, to discuss alternative options. We apologize for the delay.

Customer Response • Sep 19, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
They sent us email Friday afternoon *** saying that technician will be send from their factory to do acrylic repair. They totally ignored the fact that jet 1 and jet 2 and *** need repairs as well. They also did not respond to our complain that our spa is missing a lot of features comparing to model we ordered and paid for and we are seeking refund for those differences.

AQUA LIVING FACTORY OUTLETS Response • Sep 21, 2020

Our factory technician will address all issues during their visit. If it is determined that the unit is missing features, a refund/compensation will be paid to the customer.

After 90 days LPI goes not honor warranty repair by tech.

Rec Direct*** has sales tactics in order to secure a sale. They have breached their end of a contract by not delivering after many misleading promises. I am not in receipt of any product as promised and to which in house financing has been secured. I have requested that this order be canceled and that the financing be reversed and canceled. I have received no response from Mr. regarding my request. I will not let this drag out any further or have my request be ignored any further in order for him to secure an already botched sale.

Desired Outcome

written confirmation that this order has been canceled along with the associated finance account closed/reversed and removed from my credit reports.

AQUA LIVING FACTORY OUTLETS Response • Sep 24, 2019

RecDirect has reached out to the customer and a mutually acceptable resolution has been reached.

Defective hot faucet valve
I purchased Whirlpool Bath *** right drain and the modern faucet kit that came with the bath tub back in ***. order # ***. We did not open the box til *** and when we assembled the faucet, we noticed that water was leaking from the bottom of the hot faucet valve. The defective area where the leak is coming from was dark, black colored and it looked like it didn't welded correctly. We called Rec direct factory outlets in ***, and they said to call the manufacture number which was ***. I talked with several service person, but nobody could help us. One person said just to get the replacement from *** or ***, but the valve is the custom order, so we could not get it from anywhere. Another person said to just open it up. We asked for the blue print or any guidance, but nobody had any product knowledge of where the parts are coming from, no blue print, no instruction, or nothing for us to repair this part by ourselves. We tried to get the replacement parts, but they said that they could not help as long as we don't provide the serial number. We checked the part everywhere, but there was no serial number or anything on the part or the box. We even sent the picture of the defective part to the service person, and again, nobody could help us. I understand that warranty might be out, but this kit costed us $*** plus tax and the fact that nobody had any knowledge of how to fix the parts really bothers me. It makes us really worried that maybe something wrong with our bath tub which costed us $***. This was not cheap buy for us. All we need is the blue print or the instruction from the manufacture to show how the inside the parts get assembled so that we can fix the issue. If not, I would like to have the money back.

Desired Outcome

I would like to have the blue print and the instruction to show how to fix the hot faucet valve. If not possible, I would like to have refund.

AQUA LIVING FACTORY OUTLETS Response • Apr 27, 2018

We would like to thank our customer for letting us know about the difficulty they experienced and are working with them directly to resolve their concerns

Customer Response • Apr 30, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
It states that "working with them directly to resolve their concerns." However, nobody contacted us after I submitted this complaint.

AQUA LIVING FACTORY OUTLETS Response • May 02, 2018

Check number *** in the amount of $*** was issued on Friday, ***. If it's not there by Monday, ***, please let me know.

The sales person promised us the moon.
The problems started within the month of buying the spa. The unit started not heating up so we contacted our sales rep, who told us to call technical support.
We had about 10 different calls with people from that department, every single one of the technicians giving us phone instructions on how to reset the unit to make it work again.
We contacted again and now he told us to call service department, that they needed to send a technician because the spa was brand new and was under warranty.
We did, nobody got back to us. After several calls to customer service and telling Gerry he needed to interfere because he was the one who sold us the spa, we finally received an email from saying that a technician would be contacting within 5 days to come fix the spa. As you can see, the time span since we started this whole ordeal and the email received from the service department is about 4 months, the spa is located outside, in our backyard, where the temperatures can drop very low in winter.
Five days passed and nobody contacted us. We talked to S several times and she kept promising somebody would call us, until she finally said we would have to wait until January 2nd because all the technicians were in Christmas break. Needless to say with the brutal temperatures of this winter, the water in the spa got frozen We received apologies of all sorts, but no solutions. I need to remark that throughout all this time the spa was never disconnected from the electricity as now they want to blame us saying that for sure it was our fault for not keeping it running even though they new it was

Desired Outcome

Replacement impossible because they knew the heater was broken (they even sent one to be changed by the technician). after threatening them with a claim with from the warranty dept. sent a guy, who couldn't do anything because all was frozen, but said he would have to come back when he weather warmed up. So I need to get the spa picked up and replaced with a new one and then I will resume the automatic payments or just get a full refund.

AQUA LIVING FACTORY OUTLETS Response • Apr 30, 2018

Customer's account has been in collections since *** Tech support records show the customer contacted us in August about the spa not working properly.To reduce consumption of electricity, spa controls have several operating modes. Instead of having the spa in a normal operating mode the customer's spa was in "Vacation Mode". In vacation mode, the spa runs filtration cycles and minimal heating cycles only, the heat only comes on if freeze conditions are detected and none of the jets work. The customer called back in *** and based upon his description we believed it was the problem, but the customer refused to discuss the settings on the spa, telling us instead to send a tech, that the spa was full of water and he had turned off the electrical supply to the spa. Regardless of the operating mode the customer choose, every spa includes freeze protection that circulates the water continuously to prevent damage to the spa. Putting the spa in the correct mode engages the heater so the water temperature is consistently maintained above freeze protection levels, when the water temperature increases freeze protection is disabled. We explained that disconnecting the spa from the electrical supply would disable the freeze protection, and any damage that occurred as a result of allowing it to freeze would not be covered under our warranty. At the customer's request, we sent a tech and just in case we were wrong and the spa was in need of repair we sent parts. I've attached the picture the tech sent so we could see the condition of the spa and providing confirmation the customer had indeed turned off the electrical supply to the spa. Hoping just the water on the surface was frozen, he attempted to break apart the ice and determined all of the water inside the spa had frozen into a solid block.

Mr. account is still in collections. I've asked our finance department to work with him on lenient terms for repayment. We followed up with Mr. last week fully expecting we'd have to replace all of his plumbing lines because the expansion as the water freezes cracks them and were all completely dumbfounded because his spa was totally fine.

Customer Response • Apr 30, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing of what this business answered *** true, just excuses trying to blame the problem on us to avoid to occur in any expense due to a defective spa.

AQUA LIVING FACTORY OUTLETS Response • May 02, 2018

We apologize to our customer and the Revdex.com for the brevity in some of our explanations. While it was never our intention to misrepresent the number of times our customer contacted us or minimize his experience with our company or his spa, in retrospect, our response should have clarified that we had spoken with our customer on multiple occasions. Parts were shipped at his request and when our technician let us know the installation was complete, we were happy to hear the spa was operating properly. We failed to adequately acknowledge our customer's diligence or thank him for his patience with us, which we genuinely appreciate. We look forward to hearing from him if he has any questions about his spa or if he needs our assistance in the future.

Customer Response • May 03, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the apologies and we hope things get handled differently in case we need further assistance in the future.

Thank you so much.

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Address: 505 Twin Oaks Dr., Johnson City, Tennessee, United States, 37601-7610

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