Aqua Living Factory Outlets

Kate M 

on BBB

a year ago

The absolute worst customer service. Do not buy from this company. We got a catalina carlton spa. Bought Aug 2020. Delivered March 2021. We had an issue with jets breaking a few months in that had to be replaced. Now the heater went. Our warranty says covered for 5 years. 100% first 3 then prorated. Apparently they changed this so i had to send a copy of my warranty as well as pictures of issues. My subwoofer is rusted out and there was a leak near ozonator. Now they are telling me they cant send the part that should be cove... read more

Caroline R 

on BBB

a year ago

DO NOT BUY! We were pleased to be able to buy this brand since it’s made in USA - well that was our first mistake apparently. Bought in April 22 waited excitedly only to receive the wrong tub 8 weeks later. New tub ordered as expedited because of their screw up. Took another month - not exactly expedited. But the worst part has been the numerous repairs needed and the absolute crap customer service. First it was the control panel dying out within a month of getting the tub - they sent us the wrong replacement and then we had... read more

Andrea G 

on BBB

a year ago

Ordered a spa. Was charged an additional $450 dollars for delivery just for them to sit it in the back. No set up no nothing. Requested 220v, still had to hire an electrician to convert it. Followed all instructions and contacted support. This spa has never worked since receiving it. I’ve contacted my sales rep who says someone will call me but never does. Support says they will call back and don’t. Left numerous messages no help or support or callbacks. Now the bill is due and I’ve had a spa in the back for almost 2 months ... read more

Anthony C 

on BBB

a year ago

Ordered my PP53 in june2023 arrived late August. Had to supply delivery crew with bolts missing from their dolly to get tub off truck. 3 days in leak developed leaking diverter valves. Sent pics. They sent pvc pipe fittings the valve was leaking on top. They sent a tech from 1.5 hours away he ordered parts. They sent wrong parts again. Some totally not related parts misc hoses fittings and clamps.I called every week from late august till mid October. They finally sent 3 valves and no fittings for the valves. These are not co... read more

Jeffrey H. 

on BBB

a year ago

Always read reviews. Ordered the 1st week in May 2023. Was delivered in July. Damaged from the factory. How this passed inspection is beyond me. Supposed to have a new one built and shipped. No news or updates from Aqua Living and here it’s is the last week if September. 

Marshall P 

on BBB

a year ago

I have been trying to get a technician to fix my tub. Called store mgr left a message no return call. Text my salesperson no return. Tub has been in operation 8 days. My lights and temp display aren't working. They promised a tec would contact me immediately. Well it's been 2 days and nothing. Contacted the AGs office. Paperwork is in route. No litigation is required. I will receive my full purchase price. Warning do not I repeat do not purchase a tub from this facility. 

Diana L 

on BBB

a year ago

Terrible Warranty department. The Warranty department is called LPI and they will not cover anything. I supposedly have a 5 year warranty on the shell, a 5 year warranty on the major components and a 10 year structure warranty. I have had my Catalina spa for 3 years. It is falling apart. It literally looks like it is at least 10 years old. Granted I live in AZ with harsh weather but I was not told these don't hold up in weather! Two of the waterfalls have literally melted and dripped sticky goo all over. Their solution: I ha... read more

Jackie G 

on BBB

2 years ago

This company has horrible customer service. Do not deal with them. Had our hot tub delivered and within a week already had a leak. Was almost impossible to get someone out to fix it. After coming out a week after delivery to fix the leak, the blue tooth also was not working. He addressed this issue as well. Finally could enjoy for a couple months, then had to call them back for another leak as well as rubber coming off the lid and speaker not working again.. 2 months later they finally showed up and attempted to fix the issu... read more

Staci M 

on BBB

2 years ago

Deivered over a month late. Our hottub was sold to us with a cover that has a "lifetime" warranty. At delivery we received a cheap foam cover and told that our model doesn't have the lifetime cover and it doesn't even fit our model. I asked for a refund that would cover the cost of purchasing a more durable cover and was simply told "no". I was offered a free chemical kit valued at $100. Obviously this isn't nearly what the cover would cost. We were told our plug and play hottub had 220v power or better! The jets in the tub ... read more