18 Customer Reviews
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Review from Tim F.
1 star02/12/2024
SIx years ago I purchased a pool at the half price fall sale from Lighthouse pools in ************** ****. Upon installation I discovered that the pool being installed was NOT a new pool but a demo pool from another Lighthouse store. They swore to me that it wasn't a demo pool but I found paperwork telling me otherwise. All I have wanted is the parts that were damaged from being a demo (scratches and gouges) to be replaced. I called every year in the spring to get an update and they told me over and over again that the parts were ordered but I have still not received resolution to this issue six years later. My advise would be not to trust them as they have lied to me time and time again.Review from Chip B
1 star11/02/2023
We are dealing with no communication from store in Ravenna waiting to have our pool installed. We paid around $7,485 dollars to purchase a pool and have it installed. We are getting zero response from the installer and the Ravenna store is doing nothing to help remedy this situation. When we purchased the pool we were building the house. We communicated this and when we had access to move in we had the store deliver the pool. They called a ton prior to get it delivered to us to free up their back room. Now they could careless to even help. We bought a pool from lighthouse 15 years ago and had zero issues so we thought we would purchase again. Looks like a horrible decision. The manager could careless the salesman has been as helpful as he can be. His leadership is not at all. Keep in mind we have already paid for this install. The store sent us an extra robot to clean the pool. We could have said we don’t have it but that’s not who we are. We will return the robot as we don’t need 2. It’s humorous to me that the robot is a huge concern but the install and customer service aspect is not. We have our landscaper now stuck in completing our project because light house can’t communicate. The money spent is not chump change. We ended up just being another customer who this store could care less about. We had bought all of our products from them from chemicals to pool toys. This doesn’t get fixed we are moving on and will demand a refund in full for the install.
Litehouse Pools & Spas Response
11/03/2023
We have resolved this issue with the consumer. unfortunately, it's too cold to install the pool this year, but we will have it installed next season.Review from Tim L
5 stars08/23/2023
Litehouse Pools did a wonderful job with tear down of old 25 year old Litehouse pool and install a new pool all in 2 days. An absolute fantastic product and work crew out of Mansfield, Ohio store. Office personnel was very knowledgeable, knew what was needed and set up times with work crew. Again, wonderful job. Tim LReview from Alla H
1 star06/12/2023
Absolutely awful customer service - they brought us a “new” tub that leaked, had clogged filters, was full of debris at the bottom, had lights that didn’t work, and jets that didn’t work. Also charged for removal when we did not have removal and refused to issue credit unless I came into the store which is an hour away from me. Would never spend the kind of money we did for this awful service. Part of the purchase is knowing u have support if anything goes wrong and they bailed as som as the tub was deliveredLitehouse Pools & Spas Response
06/13/2023
Thank you for your review. We apologize that there were issues with the cleanliness of the spa at delivery and that you have had issues with the Lights and foot jets. The spas come to us wrapped and we don't remove the wrap until we are sending it for delivery. It's rare, but sometimes the spas get wrapped at the facility with some debris. When this is discovered, we clean them completely upon delivery. It looks like we just recently received a request for warranty service to the spa for foot jets and light issues and have already scheduled to repair.Review from T. E.
1 star06/12/2023
We had a pool installed last summer, and noticed some issues with the install. We were instructed to wait until the spring of this year to have the issues fixed (root removal and vertical support), so we did. Getting that service scheduled with the installer was a major hassle, but we finally got on his schedule after contacting him several times and getting the store manager involved. When they showed up to do the repairs, they fixed the root issue, but they did not fix the vertical support issue, which to me is a big problem. When I called the installer back after noticing that the vertical support was still not correct, he said he would be back to look at it, but never showed up, and I have heard nothing from the Service Manager which was sent an e-mail from the Store Manager about this whole issue. Communication regarding this service has been very poor. Still waiting to hear from someone to get this fixed correctly.Litehouse Pools & Spas Response
06/13/2023
This appears on our schedule for tomorrow.Customer Response
06/13/2023
I did receive a call from the installer Tuesday morning, and he told me that he would be out Thursday morning to fix the vertical support.Review from Joseph C
1 star06/10/2023
I went to the Canton store on Whipple in May of 2020 to purchase a pool. After speaking with the associates at the store they informed me there was a long wait for installation. I understood considering every company was experiencing long waits. They explained to me I could install the pool myself (18’x33’ oval) and if I messed up any parts they’d replace them at no cost. I was intrigued by this as I usually install everything myself. I decided to take some time to think about such a large purchase ($8500 pool cost+$2500 installation.) After thinking about it i decided to go ahead and purchase the pool from their website and have it shipped to my home. I decided to install the pool myself as, in my mind, the worst that could happen is I messed up a part and they’d replace it free of charge. Delivery went well and everything arrived as described. I began the installation process and installed everything to the best of my ability. Needless to say I messed up multiple parts and later found out a non-professional installer should never attempt an oval pool. I took pictures of all the parts I messed up, emailed them to the address given by the store associates. I called the store to ask if all pictures were received, they confirmed yes and they’d order the parts. I called multiple times over the course of a year and never received any replacement parts. So then I got in contact with the general manager he suggested I buy a new frame kit for an additional $1300. I was tired of waiting for the replacement parts so I went ahead and did that and scheduled an installation by their contractor, $3000. I asked multiple people if this frame kit included everything I would need, everyone confirmed yes. In May of 2023 the frame kit arrived. I informed the installer the frame kit arrived, and he suggested I ensure the liner was the same. I went to the store and they said there was no liner (additional $750 and one week wait. They scammed me on their replacement part guarantee.Review from Debbie S
1 star06/02/2023
I visited the Medina store today to purchase pool steps, I was told by the sales person that the steps I wanted were discontinued and the area manager had said to get them out of stock room and sell them, the manager said no that I’d have to order. After checking with other area stores I found that the Mansfield store had sold their display. The manager still refused and told me it’s not his fault if other stores don’t have the 10 years experience he does. He refused to give me the area manager’s number but said he’d have him call me. Brad did call and rather than listen to my experience he was rude and yelled into the phone that they don’t sell displays and then apologized if “I felt like he’d yelled at me “. I asked for a number to reach someone over him, was given a 1-800 number and called only to be told they don’t have a customer service number and the owner is over the area managers and he has them so he doesn’t have to deal with customers. I’ve purchased many items over the years and wanted to spend another $1000 today as well as a hot tub in the near future, I certainly understand policy, but when you don’t train your team to know it and area stores and don’t care enough to make it right by the customer but instead give snarky responses, I don’t care to shop in your stores. I hope the owner sees this and has a change of heart for interacting with customers as we do have a choice.Litehouse Pools & Spas Response
06/07/2023
Thank you for your comments. Large display items are not always available for sale. Many are there for display purposes with additional stock in the store. If we are out of stock at the store, we order from our main warehouse and ship. Items many times can be delivered to your home for a small cost or even free sometimes depending on the item and delivery location. Large items can also be shipped to the local store for pick up there. If one store has a large item on display that is available for sale, that does not mean all stores will have that display available to sell. it's our understanding that the step display sold in Mansfield was exchanged by the customer for a different step and so it was basically an assembled stock item that they desired to sell "as is" so it was placed on display and sold. As for the phone conversation, it is never our intention to be considered rude by any customer. Many of the calls are recorded so we will review those logs to determine the actions necessary.Review from Kimberly S
1 star12/05/2022
Over 28 years, I've had two pools purchased and installed by Litehouse. Both of them had issues with the installation. The first one was several years ago, and it was put up incorrectly and started leaning. After much going back and forth they corrected the situation, and we had the pool for several years. We ended up taking the pool down because the kids were getting older and it wasn't being used as much. Then my husband, who was a Vietnam veteran, got Parkinson's from being exposed to Agent Orange during the war. We got another pool from Litehouse (giving them a 2nd chance) to help him with his muscles. When I came home from work to the pool being installed, I noticed the subcontractor pool installer put concrete blocks under each post, but they had cut each block in half and the post was only half supported by the block. The pool started leaning in the first year and they tried to tell me that the block had nothing to do with it leaning. I'm not stupid. The installation contractor also told me to put dirt around the pool about 5" up which I was never told with the first one because it was dug a bit into the ground. The regional director came out and said the pool was allowed to be off by an 1". Ok. Not feeling too good about that, but I am not an unreasonable person. Over the winter of 2021/2022 the pool started to twist and list even more. I'm taking it down to be considerate of my neighbors because I don't trust it not to collapse. I would stay away from this company for any recreational needs because as you can see from other reviews this company is reprehensible in their business practices, all they care about is making money and leaving the customer spending a lot of money with no support when things are not right.Review from Rebecca D
1 star11/30/2022
Awful customer service! I purchased a tree that had a 15 year warranty on the tree and five years on the lights. I took the tree and the lady at the Wickliffe lighthouse even agreed that it could not be fixed. George in warranty refused to warrantee it only after three years! Tried to call corporate they were all rude there! Do not purchase your tree through lighthouse and expect to be treated how a return customer should be treated!Litehouse Pools & Spas Response
12/02/2022
Thank you for taking the time to provide your review. Trees carry a 15 year warranty and lights range from 1-5 years. When a light set cannot be repaired we can offer light sets to replace on the tree or offer warranty coverage based on the value of the tree prorated to the number of years the tree has been used as per the manufacturer's warranty period. Both the store and the customer service staff would likely have offered to either give you sets of lights or a replacement tree at a prorated discount. If that was not offered for some reason, please contact the store to request a replacement tree at the prorated discount.Review from Joanne L.
1 star07/21/2022
My mother bought $18,000 pool, heater and a $6,000 hot tub. Well, the heater worked 1 month. They claimed “water chemistry” which is bull bc we test our waters religiously, we’ve also spent thousands on chemicals, filters, pool equipment galore. My mother fought with them for months to get someone out here. We bought from wickliffe location. So my dad died on February 1st, so my mom calls to see if we can get help opening the pool, this lady in service tells her “so what your husband died, mine did too. You better get your shit together and figure it out like I had to”. Look I don’t even talk to my mother that way, so I’m FUMING! They FINALLY send someone out to fix the heater, mind you it worked for ONE MONTH! And the coil was rusted out, like they put old parts in it! This thing was in the garage during the winter so bull crap it’s our PH! The heater worked for 15 mins. So they came out today, and the whole breaker blew!!! I call my mother to let her know, so she calls lighthouse, and they tell her “Call an electrician!” Are you freaking kidding me lighthouse. This pool heater issue, and the way you speak to my mother (****** ******* had better be fixed by tomorrow. Is this how you treat people who spend nearly $20,000 at your company?? Leslie’s never once have me attitude like you guys do! According to your reviews, definitely. I swear, y’all are taught to say “water chemistry” is the reason behind your shotty heaters you sell. You have my mothers name. Call her by tomorrow or we’re calling the news.Litehouse Pools & Spas Response
11/29/2022
We do not speak to our customers in any manner depicted here . We record most conversation and cannot locate any call remotely similar to what has been described here. We hope your product issue has been resolved to your satisfaction. Water chemistry does greatly affect the performance of heaters and is the number one cause of heater failures. We do not manufacture heaters, but we surely attend to warranty claims for any product we sell including heaters.
Customer Review Rating
1.22/5stars
Average of 18 Customer Reviews
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