Business ProfileforLPI, Inc.

Our experience with our SwimSpa has been great when it is running but awful most of the time we have owned it. We bought a dualtemp Catalina SwimSpa out of Hood River Oregon. It has been inoperable the past 7 (SEVEN) months. My wife has Parkinson's disease so we spent $34,000 on one of these. We have since, purchased a gym membership, so my wife can continue to do her aquatic exercises. The folks at LPI are really nice to work with but not great at getting us parts. We have had 3 different techs work on our spa. I had to send the second tech away, as it was a kid and I knew more than he did about our spa. The first tech quit due to some issues he had with LPI. I looked at the recent order our new tech (great guy) submitted and LPI didn't send out all of the parts ordered and some of the parts were the wrong parts. This is the third time this has happened. A few months ago, I had to call LPI, as parts were taking forever to get to us. Turned out, they were never actually ordered from the factory and they submitted the order after I called them. A paying customer shouldn't have to make sure the warranty company is taking care of their work. We are beside ourselves that we spent this kind of money on a product that has been down half of the time we have owned it. The last time we were able to use our SwimSpa was October 1st, it's currently April 8th. Futhermore, our tub was delivered broken from the factory last August AND it isn't the tub that we ordered. We were told our tub would take 3-4 months to get to us and after 6 months of waiting, we were offered another spa they had in inventory and we agreed to take it. Our spa was down upon arrival with leaks, a bad control panel on one side, and it was missing a headrest for the hot tub side that still hasn't been delivered. In 20 months, we have replaced the following: Both UV sanitizers, all 5 pumps, a blower (maybe both, I can't remember), multiple jets/valves, both filter housings, and more.

We apologize for the frustrating experience. Your case has been presented to management, and a resolution is forth coming.