Aqua Living Factory Outlets — Attraction in Orlando

UPDATE Thanksgiving 2024:

BBB takes down your reviews if the business says they’ve responded to it. We are still trying to get fixes completed for water damage internally from a poor unit sent from the factory - 16 months in and LPI is working with us. I have at least been able to use the tub while we continue to hope they fix the rest of it and update our warranty. Will update after. Be prepared for a long support journey if you choose to go with Aqua Living /LPI.

UPDATE Memorial Day Weekend 2024:

(Be wary; David is very adamant about giving free filters, etc. for a 5 star review.) I will update this review to 3 after they resolve my problems, but its been almost a year. 1 and 5 star reviews are hard to get useful information from - but please read below:

We are still without a working hot tub, and we are now approaching a year since our purchase. The core issue was identified as a broken internal light enclosure causing a slow leak. Despite our efforts and their promises, LPI has still not resolved the problem, leaving us extremely frustrated. They are working with us as of when I posted this review 3 months ago - but that's a long time to not have this resolved! I will update this review with details if and when they finally fix the issue, but as of now, I cannot recommend purchasing from LPI/Aqua Living.

I purchased a hot tub from David at LPI in Orlando August 2023. Normally, I don’t write reviews, but I feel compelled to share my experience to help others avoid the issues I’ve faced.

Initially, I was bombarded with pushy sales text messages from David, which led me to visit their salesroom. David was very persuasive and assured me of the quality and reliability of the hot tub. I decided to trust him and put down a deposit after careful consideration.

The problems began shortly after. The recommended installers and electrician were unprofessional, turning the installation process into a circus. It took from early August until Thanksgiving for the hot tub to be delivered, which was already disappointing.

When the hot tub finally arrived, it was filled with water from the factory, and I immediately noticed several issues:

The LED lights were malfunctioning. The cover did not seal properly, causing significant water evaporation, requiring me to add 20-40 gallons of water every day. The fire feature, which was a selling point, turned out to be unsupported by the manufacturer and a poor addition. The speakers, initially great, soon produced high-pitched squealing sounds and eventually became unusable due to bass distortion. I’ve taken meticulous care of the hot tub, being the only user, hoping to enjoy and share it with family and friends. However, it’s become a source of frustration and disappointment. Despite being marketed as a premium product, it has failed to meet even basic expectations.

David’s follow-up was equally disappointing. After asking for a five-star review in exchange for free filters, he provided minimal support. Communication with LPI’s after-sales support has been virtually nonexistent, leaving us feeling abandoned and ignored.

I’m out $10,000 and left with a defective product. I had hoped LPI would correct these issues, but their slow and inefficient response has been frustrating. If I had read a review like this beforehand, I would have avoided LPI/Aqua Living entirely.

In conclusion, while the hot tub has the potential to be a great product, the lack of reliable after-sales support and the numerous issues have made this an unfortunate and costly experience. I urge potential buyers to consider other options and be wary of trusting the sales...

Customer service and support have been horrible. Here are just a few of the problems I have encountered

In the beginning of September I bought a new Catalina spa. I thought I was fortunate enough that they had one in stock that met my wants and needs. A previous customer had ordered the spa but was unable to take delivery of it. The information and details on the spa and features were basically nonexistent during my time spent in the show room. When dealing with this company keep in mind the following.

The cost of delivery is not included in the financing or purchase and is expected to be paid in full at the time of delivery. $600.00

The company does not provide any electrical services to wire your new spa. They made One recommendation of a company that had no interest in assisting . This process in itself became very time consuming to research the necessary requirements and what was needed to have a qualified electrician perform the work. After the spa is hooked up you are on your own to figure out how to fill your spa and introduce the needed chemicals. you are also left on your own to figure out how to maintain it.

Upon delivery the spa was damaged. You would think that a company that deals in high-end spas would keep them in a indoor facility to protect them until their delivery date. This is not the case. During the period of time that they received the spa when the original owner did not take delivery it was left outside in a wet environment in the Florida sun. The bottom half of the spa was not shrink wrapped and was bleached out. The cabinet to include parts of the frame and sides had wood rot and pieces falling off and are warped beyond repair. This spa had the fire feature but none of the fire features or the samples of the fuel required to run them were brought. I was told by David to look on Amazon. I also purchased a umbrella which was not delivered. When I notified them they tried to encourage me to cancel the order on the umbrella and purchase another one from somebody else. They didn’t want to be bothered with the process of ordering one and having it delivered to me.

I have been unable to get a hold of warranty to repair the spa to a new condition which it was purchased. The response from the show room is once we put it on your property it is no longer our responsibility.

I would rather pay a little more money and have a positive experience than to go through the problems that I’m still enduring as a result of this company‘s lack of communication and poor customer service. I will be filing a report with...

LAST UPDATE: Once David got on the case the repair was done in about 3 weeks. Moving it back to 5stars simply because of David's quick actions. UPDATE: After getting ahold of David. I actually got support from the same customer service team. Issue has actually been acknowledge and a part has been sent out. I have updated my review to 3 stars . I will update once more when the job is actually complete and spa is back to functioning as normal.

I’ll start by saying I love the hot tub. The sales and delivery were flawless! However a few months in and we have some small issue that have popped up and now have to get some tech support/service. Here is where the nightmare starts. It’s been 3 months dealing with LPI and this is where the nightmare starts. First was tough to get a hold of someone. Then they r emailed and said my case is closed. The issues I have are minor but they will not look at it because our wiring is not compliant. I got the electrical company on the phone with them and the instructions we got from LPI are not even what their have on the manual. The electric company specializes in pools and spas and they cannot make sense of what is being asked by LPI. I ask if I can just pay to get the issue diagnosed so the rep gives me a name of a spa repair company (gets better). The company doesn’t even service hot tubs! My electrician called to get a more specific wiring guide and they kept sending him the same generic one. After his 2nd call they just hung up on him and accused him or not wanting to properly install the spa! We now seem to be at an impasse meanwhile the issue appears to be getting worse! Hopefully this is helpful to someone because I wish I saw this before I spent $10K for...