I am writing to express my extreme dissatisfaction regarding my experience with LPI INC company. Not sure where to go from here? I purchased our hot tub in April 2024. There were a lot of cosmetic issues at 1st, which took 3 months plus to get all corrected due to wrong parts being sent. Next was the arm on the cover that had broken, and which parts that were sent to fix it. Issues I'm still having. The drain system still does not function when a hose is attached, despite multiple reports. Two different Jet valves were violently shot into the air when the hot tub was turned on. 1st jet, the company sent the incorrect replacement part three times. Despite me sending pictures and explaining the issue repeatedly, I was told the part was correct when it clearly was not. It took 3 months to fix with the help of the salesman, Scott, not by the company. He went above and beyond to help and found the part I needed. Months after that, the valve next to the 1st valve did the same thing. Once again, the parts sent were nothing like the part I needed. This is what was emailed to me on June 13, 2025. {Hello Debby, you got the new style per the style you have is not available any longer. Larry, Part Sales Manager} My hot tub is a little over a year old, and parts aren't available. I sent an email to their website on 7/17/25, explaining all my issues and concerns, and asking for a new hot tub due to all the mechanical issues I was having. I had received an email on 7/21/25 about my issues, basically explaining that my issues weren't warranted for a new hot tub. Their 18-month warranty did not cover parts and labor after 6 months, and I would need to pay a technician to come out to fix the valves. The last email I received stated this. {Good morning, Debby, It all depends which tech accepts the job. It will be anywhere between $200 and $350. Instead of you paying that amount, I will be glad to walk you through how to replace those if you would like to complete a video call with me at your earliest convenience. Thank you!! Whitney Hoyle Executive Assistant, Customer Service} I have made several attempts by email and phone calls to do a Zoom call, but I have yet to be contacted. I wish I could add pictures of the parts I need to the parts they have sent us. After all this, in July, my breaker keeps kicking off when the hot tub is running. The breaker box was brand new when the hot tub was installed and only feeds the hot tub. Had Liberty Wayne Electric, who installed it, come out and check the breaker. There is nothing wrong with the breaker. Inadequate Customer Support: CSRs dismissed my concerns, made me feel dismissed and unheard, and I received no follow-up call from a supervisor when I had asked them to. It took me writing to the company for any action to be taken. I wish the company would stand by their product and do the right thing when a customer has had many issues. I had every expectation that my hot tub would bring me comfort and joy, not stress and disappointment. read more

Purchased the Dr Wellness G7 (~$9k tub) around a year ago. Control Panel already went out. Warranty is terrible to work with and the turnaround is unacceptable (7-14 business days for part delivery). Likely longer since they've been unresponsive for a couple days now. Labor is already expired on the warranty. The parts are also proprietary so the only way to replace is to go through them. I would not purchase a hot tub from this company again if I could go back and redo my decision. Sales guy was nice at least. read more

We ordered our spa in JLY of 2020. With all the covid shut downs and parts run out at the factory we did not get ours delivered until DEC. It was frustrating but I have to say we understood and took it with all the stuff that was going on in the country. Todd delivered our tub and it was amazing watching him install this huge thing all by himself. In and out in less than an hour. IMPRESSIVE. In JLY 2021 we had a problem and the tub was tripping the breaker. I called the factory and they sent out a new control panel as it was still under warranty. Then Todd, yes, the same Todd, was called out to repair it. He said my problem was with the heating element and that it did not happen very often and they just swap out the control panel to fix it. I am confident it will not be an ongoing problem as I believe Todd. If it turns out to be an ongoing problem I will let you all know but for now, it is what it is. Todd did verified the problem quickly and swapped out the control panel. He was VERY knowledgeable and was done and gone in about a half hour. Todd is a true gem in the Aqua Living chain and needs a raise. Thanks again Todd !!! read more

We bought a hot tub from Aqua living 2 years ago and we have no complaints since we got it. Very nice workers with great costumer service.

Absolute worst experience with a swim spa ever. I have been dealing with these people for over 3 months with no solution. I've had a swim spa that doesn't work, leaks and has multiple malfunctions. The solution? They send out their delivery guy to fix it. I currently have a swim spa that's been drained out, not fixed and no response whatsoever. It's really the worst customer experience I've had in the last 10 years. read more

Aqua Living Factory Outlets - Hot Tub & Pool Near Me - Lima, Ohio

Tub was purchased in May, delivered in August and still no pillows. I see my previous posts were deleted with the other issues concerning this company and store manager Richard. The most disappointing purchase I have ever made. When spend $7400 and receive this level of service and then see you posts deleted go to show what you are dealing with. Truly sad! read more