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Aqua Living Factory Outlets
- Hot Tub & Pool
- Johnson City, TN
About this business
Location details
506 Twin Oaks Dr, Johnson City, TN, 37601, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 10:00 a.m. to 6:00 p.m. | |
| Tue | 10:00 a.m. to 6:00 p.m. | |
| Wed | 10:00 a.m. to 6:00 p.m. | |
| Thu | 10:00 a.m. to 6:00 p.m. | |
| Fri | 10:00 a.m. to 6:00 p.m. | |
| Sat | 10:00 a.m. to 5:00 p.m. | |
| Sun | Closed |
Don't buy from Aqua Living. My hot tub was delivered less than a week ago, and it came with a bad pump. 5 days later, i'm just now getting a pump ordered by Aqua Living - and they have no idea when it will be in or when a tech can be scheduled. That's inexcusable to come in non-working order, and then take over a week to get it fixed. Meanwhile my renters (weekly vacation rental home) are wanting a reimbursement - which I'll have to pay on top of paying Aqua Living for a new non-working hot tub. Sales also told me they servi... read more
Business response:
We do apologize for your frustration. It is outlined in multiple locations in the Dr. Wellness Lifestyle manual that commercial applications are excluded from warranties. However, we have extended this to thirty days as a general rule and of course on initial start up. Was the location and purpose of your unit disclosed during your interaction with sales? A technician will be out to assist with your open work order.
bought a hot tub I can’t use. Paid 10k for a hot tub and I had to connect the electrical myself after it was dropped off by the unfriendly delivery guy. Thanks Aqua Living. Great service ??
Business response:
You purchased backyard delivery for your spa. It is precisely that, delivery and placement of the unit. The delivery agents are not certified electricians. It is not advertised nor advised that backyard delivery includes electrical hookup, filling with water, or water chemistry assistance.
We recommend avoiding this company. On 4/28/23 We spoke to Joe at the Schaumburg location re: a spa that met our criteria. On 4/29/23, I went to see the spa. Joe informed me he made a mistake- the spa he had available would be about $1200 more than he said. I left without purchasing. (Bait & Switch?) We called Joe later that day- he apologized for the misinformation, & said he would make up some of the difference with accessories, & a discounted delivery. We both heard the price was $6600, including the delivery. I paid this... read more
Business response:
We do apologize for the frustration. An email was sent out for additional photos to replace the panels damaged during shipping and delivery. - With what was originally submitted on the warranty claim, it is impossible to determine what needs to be replaced. There is some confusion, no one would advise removing the panels that are cracked until the replacements arrive. However, this minor cosmetic damage would not impact your ability to use the unit in the interim.
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... read more
Business response:
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..
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 f... read more
Business response:
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.
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 ... read more
Business response:
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.
We had a defective lithium battery in our golf cart purchased from Aqua Living Factory Outlets in Nov. 2021. It would not charge. It took almost two months to get new battery. We were given at least six different times that they would be at our home to install battery. They not only did not show up but did not give us a call. I visited the store three times and was given a specific time frame and day each time. Same result - no one showed up and no one called. I took a demand letter to Drew Whitehurst, manager, outlining the... read more
Business response:
We apologize for the delay in receiving your replacement battery. A major contributing factor, but by no means completely mitigating, is that we are still trying to develop relations with technicians that specialize in carts for your service area. Thank you for your critique and we will use the information provided to improve.
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! I've talked to them 7 times, lots of excuses, lost notes on the service, no follow up emails although they say they will, over an hour wait time to talk to someone.
Business response:
There was an issue with an initial parts order being erroneously deleted. A request to expedite the required components has been made. As soon as there is a tracking number associated with the shipment, we will be able to get the assigned technician to schedule for repair. The customer spoke with a representative on 09/30/22 advising of the game plan and delays in the shipping department. We apologize for the frustration you have experienced and are working to get this matter resolved.
Horrible experience bought hampton tub by catalina . They have the new bi fold top first day all moldings fell off been over 2 months now and still know body to repair . Horrible company avoid at all cost.
Frequently asked questions about Aqua Living Factory Outlets
How is Aqua Living Factory Outlets rated?
Aqua Living Factory Outlets has a 3.8 star rating with 478 reviews.
When is Aqua Living Factory Outlets open?
Aqua Living Factory Outlets is closed now. It will open tomorrow at 10:00 a.m.