113 Customer Reviews
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Review from Gregory D
1 star11/04/2024
Had tranquility hot tub for 4 years and have had nothing but trouble with it. Even when it arrived it needed a new pump as it did not work on arrival. The sidewall cracked in the filter area and Aqua living has not/will not return any calls on this. This company does answer warranty calls, and the main tub wall has a crack in it that leaks is supposed to have 10-year warranty on spa walls, and they are not interested in hearing about it. Aqua Living does not follow their warranty as I have had to call on this hot tubs at least once a year since it was purchased. This hot tub has failed to work up to its expectations since day 1. How disappointing to spend thousands of dollars and only get 2 years of full years of use out of it. I WOULD RUN FROM THIS MANUFACTURER.
Aqua Living Factory Outlets Response
11/05/2024
The spa was purchased in 2018. The warranty that was provided at time of purchase included 6 months of labor warranty and 5 years on shell and frame. The last documented contact we have on record is in May 2020. Please contact customer service at 423-349-2900, option 6, with any warranty questions.Review from Meagan T
4 stars10/23/2024
Steve C. from the Urbandale, IA location was kind and accommodating. The value of the spa was higher than the monetary cost and it's something my family and I will use to decompress for the foreseeable future. I highly recommend Aqua Living and Steve C. Thank you! MeaganAqua Living Factory Outlets Response
10/25/2024
Thank you for your feedback, Meagan! We are proud of our exemplary staff and American built products.Review from Mary S
1 star08/03/2024
I bought a hot tub from Aqua Living Factory Outlet in Spokane, Washington 4/6/24. It quit working less than 4 months later. The company's TUFF SPAS is one of several brands manufactured by LPIinc in Johnson City, Tennessee. After reading other reviews of their notoriously awful customer service, I assumed that I, too, would be given the brush-off, and I was right. Mike Jones, the local sales manager, did not respond to my email. I also contacted customer service. Supposedly there were 6 customers ahead of me, so I left my number for a callback, but after 90 minutes of waiting, I called again. This time, Ashley, a so-called technician, gave me a ridiculous instruction: send a photo of the WIRING OF THE DISCONNECT BOX! And nothing more happened. In retrospect, there were red flags from the get-go. 1) The outlet store in Spokane was unevenly staffed or even open during business hours. 2) The model I ordered was supposedly already in Spokane, but it took 3 weeks to get delivered. 3) The control panel is pitiful. Temperature control requires pressing two buttons with precise timing. Codes show up in the display without any explanation in the manual of what they mean. 4) There’s no reset or on-off switch. 5) There are no written instructions for cover operation. There’s a specific way to open it, and one’s fingers can get painfully squeezed. There’s also nothing on cleaning or maintaining it. 5) Finally, the warranty is essentially useless for the customer and is good for only 90 days. Hindsight is 20/20. If you are hot-tub shopping, bypass Aqua Living.Aqua Living Factory Outlets Response
08/05/2024
When troubleshooting a problem, there is a process that should be followed every time. If it is reported as electrical, the wiring would be the starting point. The model was in stock at the factory. This would require it to be shipped from TN to WA and then delivery scheduled. The warranty, topside control, and cover are all viewable in store and online - prior to purchase. We would be glad to assist with any questions you have and will have a representative reach out to provide additional information.Review from John B
1 star07/12/2024
Title: Terrible Experience with LPI, Inc. "Aqua Living" – Avoid at All Costs! I recently had a horrendous experience with LPI, Inc. "Aqua Living," based out of Tennessee and their Orlando location. From the moment I was pushed into a sale under false pretenses, their customer service deteriorated rapidly. Once they had my money, they became unresponsive, rude, and completely unaccommodating. For eight months, I was passed around in circles without any resolution. They violated ADA laws by falsely assuring me that their product would meet my needs, only for it to fail miserably. When I raised this issue, their dismissive response was "too bad, we’ll look into it," implying I was stuck with no recourse. Brian ******* who falsely presents himself as the owner, was particularly condescending and unhelpful, even going so far as to tell me that once a product ships from their warehouse, I should understand it's my problem. Their treatment of clients is appalling. They lie, make you feel unimportant, and provide no assistance once a sale is complete. I intend to report their ADA violations, as I cannot afford a lawyer and they are fully aware of this. I urge anyone in the market for a swim spa, Jacuzzi, tanning bed, or golf cart to steer clear of LPI Aqua Living. They should be ashamed of their actions and the way they run their business. I will be posting this review widely to prevent others from making the same mistake. Ron ****** and his team should take a hard look at how they treat their customers and address these serious issues before more people fall victim to their terrible service.Review from Michael N
1 star07/01/2024
Ordered a new tuff spa,was sent older discontinued model.top doesn't seal as advertised,screws in top have rusted causing discoloration to tub...Best part is tub is only 6 months old today any company will not warranty.. would definitely not waste time on this company or their warranty..save your money and buy elsewhere..these reviews are right,they don't stand behind productsAqua Living Factory Outlets Response
07/02/2024
The spa you purchased was nearly half off during an inventory reduction sale and our records indicate it was delivered 11/18/2023. The specific top warranty does advise: "Rubber seals, shocks, and hardware are warranted against defects in material and workmanship for six (6) months from the original date of purchase." We offered a solution that was declined. Please contact us if we can be of assistance in answering any further questions or honoring the written warranty.Review from Dave H
5 stars06/30/2024
Love the price and quality of these hot tubs! Plus many options…so far so good!Aqua Living Factory Outlets Response
07/03/2024
Thank you, Dave! We are glad you are enjoying your new spa!Review from Twyla N
1 star06/25/2024
STAY AWAY FROM THIS COMPANY! We purchased our hot tub in May 2022. To date we have probably had a working hot tub maybe 2-4 months total. Horrible customer service, I finally turned it over to the Attorney General's Office in Minnesota. Company's responses were nothing but lies and blame on us. Their authorized technician in my area is a joke, seldom responses to voice message or texts. Indicates he will be out to do the necessary work and then never shows up nor does he call or text that he isn't coming. Last fall, he said he would come out and winterize our hot tub, never came out so we had another business do it for us. He was supposed to replace a front panel on the hot tub, sent one of his workers out but the company had sent the wrong panel. We had the correct panel now and he told me this morning that it would be 2 months before he could do the replacement. We called our electrician and he has one of his workers coming out tomorrow to replace the panel and hook up the wiring.Aqua Living Factory Outlets Response
06/28/2024
We are sorry to hear that the third party technician you have elected to use in your area is not satisfactory. You are of course able to advise them directly or select a different service provider. Our records indicate that the correct skirting panel arrived on 06/15/2024 per FedEx tracking: ************. Please let us know if we can be of further assistance!Review from Lori S
1 star06/13/2024
STAY CLEAR!! Alanna & Vinnie sweet & helpful until they made their sale with worthless promises & information. The whole process didn't work, delivery, crane, etc - 1 week notice. Refused to show how swimspa pool worked once filled & hooked up. Because pumps only 4HP, NOT 6 HP as told. Asked specifically before buying. Only 4HP, river to swim against is a joke. Kids can do it with air & diverted adjusted. Quality & workman ship horrible. Base split, screws & staples missing. Side walls bowed out. Even their repair person said cheap siding. Sun reforms, but actually came deformed. Now my sales people extremely rude. Lies & promises, after thar you are on your own to play games with LPI INC, you have to keep sending pics & videos. HORRIBLE RIP OFF.Aqua Living Factory Outlets Response
06/18/2024
We do want to advise that the website and spa diagrams align with our previous statements. These are 6bhp pumps as indicated by the informational labels on the pumps themselves. This matches what is presented concerning the model of pump on both our website and others. We did install the maximum available output for a 4 pump spa with the current GFCI recommendations. Even if larger pumps were provided, there is not a spa pack available from the components manufacturer that could carry the amperage load. It is not unreasonable for a warranty company and manufacturer to request pictures of an indicated problem, to both verify the veracity of a claim and better prepare a resolution.Review from Jennifer I
1 star06/13/2024
We had our hot tub delivered and installed in October. Used it once. Came back to stay another week. After cleaning it and filling it back up. A union was broken from the heater. Called and had to drive an hour oneway to get the part. And install it myself. Then filled it up and no leaks. Turned on power immediately shut off gfi. Called electritan. They checked everything and it was the sanitizer that was causing the problem. So he left that disconnected so at least we could use it. Which we payed extra for. Called a Aqua living again to get a tech out to check and get it fixed. They told me to get a tec and give them an invoice. Not happy at all. ***** for a spa and it has all these problems all ready and only been used once. We have a swim spa in Florida. And have had it 6 years and never had a problem. Aqua living spas is a joke. Good luck to those who buy a hot tub from them.Aqua Living Factory Outlets Response
06/14/2024
The labor warranty for the Tranquility series is listed as 6 months. We understand and apologize for the frustration, but will continue to honor the warranty as written. If you have any questions or need assistance, do not hesitate to contact customer service at ************* ****** **Review from Rose W
1 star05/19/2024
Aqua Living / LPI Inc. Costumer Service is horrible. After my new Kennedy Hot tub was delivered and hooked up to electric, the hot tub will not run. I have submitted several tickets. I'm so disgusted with the support. I can't believe they asked me to open the control panel and start unplugging things and to check all the fuses. Note: Big stickers Warning electrical shock. They stated that I would have to pay for a technician to come and fix the Hot tub, if it's a fuse, because it's not covered by the warranty. Thats a bunch of crap. How can that be part of the warranty, when the hot tub never worked since it arrived two weeks ago. Once the tub is up and running, I can see using the warranty. But until then, it's the manufactures respectability to make sure their product is working. I have no problem paying for a fuse but regardless of the situation they should have sent a tech out last week, free of charge. Still waiting to find out when they are sending a tech. If this issue isn't resolved soon, I expect a full refund including shipping cost. I will not pay a restocking fee for a hot tub that doesn't work. Warranties kick in once the item is working in the first place, not delivered broken and the customer has to pay to have it fixed.Aqua Living Factory Outlets Response
05/20/2024
We apologize for the frustration experienced. Case***** *** ** **** indicate that a service technician is being assigned.
Customer Review Rating
2.31/5stars
Average of 113 Customer Reviews
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