Customer ReviewsforLPI, 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.

I have read most of the reviews on here and it is my opinion that much of the negativity of the feedback given here is not the error or fault of LPI, but rather the customers not really understanding proper protocol when operating and using a hot tub. First, I'd like to state that I purchased my hot tub in 2010 from this company and it is running even better in 2024. For 14 years now I and my guest have enjoyed this hot tub many times throughout each month of the year. It sits outside on my pool deck in Vermont. I purchased it through their former outfit online from Tennessee. it cost me about ***** for the X-3 model that seats 6 persons. It was shipped and arrived for the date stated and the whole transaction was pleasant and professional. interestingly enough, being that I was a newbie with owning one, nearby company's around here do not work on this brand of hot tubs so at first I was a bit frightened that if I had a problem I'd get nobody to help me. So after the first year and still under warranty and not really knowing what I was doing, through my own fault, I was using the wrong type of chemicals and I burnt out the heater and they replaced it for me at no cost. and then because i did not tighten the electric wiring enough, I blew out the power pack which is the heart of the hot tub, and again they sent me a new power pack. in any event still under warranty or not and not being an electrician, i was walked through every replacement part and how to wire it on properly. there has never been a leak from the strong flexy network of hoses or anything else on the hot tub. I just ordered a few new topside controls for the hot tub from wear and tear over the years. Once you are walked through a few steps by their tech department, you will find that these hot tubs are not only quality built but also very easy to maintain and fix. Personally speaking, a gentleman by the name of Larry ******* is very knowledgeable and willing to guide you all the way!!!

Thank you for sharing, Mr. ********** We are glad your are still enjoying our product and receiving excellent service!

We purchased a Tuff Spa in Sept 2023. I had previously owned a Tuff Spa in the past but was purchased when Tuff Spa was owned by a Phoenix Co. Never had any issue. So didn't even think to check BBB reviews on LPI Inc. out of Johnson City, Tennessee, who now ownes Tuff Spa. We have had NOTHING but problems with these people. Just like the other bad reviews they bait and switch, they LIE, they blame the customer, they definitely don't care. LPI has now told us via email they are done with us, that our case is closed. This came from upper management. We are now stuck with a Spa that cannot be repaired without the corrects parts. Which after LPI did ship various incorrect parts (we emailed them pictures of specks, the tub itself, everything they needed to send correct parts) they now refuse to correct their blunders. DO NOT BUY FROM THIS COMPANY. So Dave ******* CEO of LPI Inc. Get your company and your emplyees under control. We will be warning people about your company.

We were quick in our responsiveness to the warranty claim. Two full Tuff covers were shipped and made available to you for replacement. We admit the color was incorrect for the first, but we remedied that mistake. The replacement cover (both actually) was refused and as such the work was not completed. We still offer this solution, but there is not a factual blunder to remedy.

My response to LPI is this. We were told we were purchasing a new 2022 last years model spa. Spa was delivered September 18 2023 with damage to the cover. Notes were made and photos taken of the damage upon delivery and sent to LPI. The first cover was delivered to our home on February 19th 2024. Not a very timely response. Color was incorrect and not even close to the original color. We contacted LPI AGAIN regarding the issue and spoke to Kaleb on February 19th 2024. He looked up our file and stated that our serial number showed that our spa was a blemished unit. This was the first we had heard anything about a blemished spa. NOT WHAT WE PURCHSED. Neither our paperwork nor our invoice states anything about a blemished spa. Kaleb stated our file/claim was full of notes and couldnt believe the issue was still on going. At this time he stated he would close the original file and start a new one in his name and get the problem resolved. A new cover was shipped and delivered to us March 25th 2024. The cover was the same color as the first one. Not even close to the original cover once again. So we rejected it again. On March 25 2024, I called LPI about the second cover being the wrong color. First I spoke to Kaleb who is now in a different position he then handed me off to Sara. I sent her pictures, and she stated that it was the correct color. As i am looking at it, It was nowhere close to our Mocha (solid brown cover). They sent a dark gray cover with light gray specks throughout for the second time. There is not one part of our spa that is gray. It is a Mocha colored spa, (brown) NOT gray. The replacement covers you sent would look hideous. That is why it was rejected the second time. This is when Sara stated she would send our case to upper mgt. On March 27 2024, LPI sent a DO NOT REPLY email that the case had been closed. Not even a courtesy phone call, you failed once again. I just want the correct colored cover to match my spa. I am sure your CEO, Dave ****** would not accept a cover that did not match his spa. In conclusion. You are NOT quick to respond as stated above. Your staff and mgt lie which is evident. We were told we were purchasing a new 2022 model when in fact it was a blemished spa. So you do bait and switch. You should replace my spa with what I bought, a new unblemished color matching unit. You need to make this right! I was a repeat customer NEVER again will I purchase from LPI.

Do not use this company to purchase a hot tub. They are unbelievably poor in service. Once purchased the seals failed. They sent me new seals but I had to have installed. Then the outside paneling failed. They sent me new paneling and I must install or pay to have installed. This is what they call their “ warranty”. I never give bad reviews but in this case I am. Do not purchase from them.

Please see the following excerpt from the Catalina Luxury Warranty: "Cabinet panels and corners are warranted to be free from defects in materials and workmanship for one (1) year from the original date of purchase. Normal wear, fading and weathering of the finish occurs naturally over time and is not considered a defect. This warranty does not cover damage or discoloration caused by use of unapproved cleaners, damaged caused by mishandling, over tightening screws, and improperly installing a cover lift, including inadequate support of lift components. Since cabinet panels can be replaced without specialized tools, the owner is responsible for installation and all shipping charges." Your replacement panel was received on 2/26/24, per FedEx tracking: ************. We will continue to honor the warranty as written. Please let us know if we can further assist.

DO NOT BUY FROM HERE!! Please take the time to do reviews, They lie on their website about their pricing. they say one price for in house and another for pay now and then try to charge you the in-house financing price when you go to pay. The sales people are soooo rude. The customer service number I called is rude too and a long wait. They keep bragging about how they take pride in their work, but they produce junk. Buy from somewhere else if you can so you can actually enjoy your hot tub and not be miserable and full of regrets and trouble if you buy from here. We found at least 60 1 star review on here. You know that is too consistent to not be reliable and it really gives you a good picture of this company and how they always try to pin the blame on the consumer, the ones that pay their bills.!!! How this company is still in bizz we have no idea Marcus in Daytona was a real jerk!! We will be giving our money to another company because thats the best way to hurt them.., money thier bottom line!! And help other companies make profit over them!! We have filed a complaint with 2 different consumer protection agencies witht he government s well as the BBB. I dont appreciate being lied to. PLese LPI respond to this post so you waste more of your time.. because I could care less. We have already taken action and have screen shots of the lies on you website and copies of invoices sent.

WF Outdoor Solutions is a financing program and would be subject to the financed pricing. While we apologize for what appears to be a negative encounter, an interaction is not rude/unpleasant because the two parties are not in agreeance. You had tried to purchase from AQL a year ago and had similar "problems"- this time it was under someone else's name. We do take pride in our products and team. Thousands of units are made yearly and less than one percent of our interactions result in negative reviews. We wish you well in your future endeavors,

This company is not being truthful. Upon our attempt to purchase from.what I now know is this companys sister company last year, we were misled about the shipping charge. Originally told free then told 500.00 or they would not ship spa. So we did not purchase. This company saying it was for similar circumstances is not the facts. On this companies web site it specifically states, for IN HOUSE financing you will pay an additional 300.00 we were paying with a wells fargo outdoor solutions card. Which is NOT in house financing. It is a card that they charge the full amount and receive the FULL amount immediately. So there is no IN HOUSE ANYTHING. This companies customer service is a 45 minute long wait and you will be about 20 callers down EVERY time you call. The rude experience comes from the attitude of the people that we interacted with your company as well as the lies. This company has plenty of excuses as to why they are NEVER at fault. Do not walk away from.the company.... RUN!!!

I bought a TT650 that was delivered in August 2023. I deeply regret my choice, should looked at their reviews, spent a bit more money and picked a brand that actually stands by their warranty. Have been waiting for over 2 months to get a defective pump replaced. I have made countless phone calls to LPI, and while on endless hold they try to sell me a golf cart or sunbed, as if! It is a joke. They took almost two weeks from my first complaint to ask for proof that my licensed electrical contractor did the wiring correctly, which of course, he did. Unlike LPI, he knows what he is doing. LPI had the wrong product registered for my warranty and then sent the wrong pump twice (my version has two pumps) and I have spent hours chasing them up to no avail. My time is worth nothing to them and their customer “service” team doesn’t know what the word service means. I want the tub removed and my money back. They are refusing to remove this piece of garbage from my garden and not getting the product repaired, I feel bad for the local technician who has come twice to install the pump only to realise that LPI sent the wrong one. Unless you want to have a decorative spa that doesn't actually work DO NOT BUY THIS PRODUCT. We buy spas to relax, not to get stressed from!!!

We apologize for the frustration you have been experiencing. We do stand by our warranty as evidenced by the continued assistance you are receiving. This would include the component enroute with an estimated delivery date of 2/17/24, per FedEx tracking: ************* The technician should be scheduling with you shortly, if they have not already. We are eager to resolve this matter, so that you can go back to enjoying your spa!

Problems started the day we bought it . Never again 10,000 for a piece of junk. Customer service is unprofessional and no help . Jets rusted and broke . Pump went out leaks everywhere due to poor workmanship every again

The warranty has been honored as written during the course of your ownership. The leak and pump were repaired in 12/2023. Unfortunately, the minor components and jet warranty are for one year.

I really wish I'd spent a little extra for a Jacuzzi brand. I bought the 8k hot tub a year ago, and it started leaking before my year warranty was up. I called and submitted requests on their website for help, and about three weeks later, I received an email asking for pictures of the hot tub leaking. The moment it began leaking, I turned it off, and it stopped leaking, so I assumed the leak was from one of the many jets. I started it back up and waited 30 minutes, then took pictures of where the leaking began. I then called them, and they wanted me to disassemble one of the side panels to look inside. I was not inclined to do this as I am not a plumber or an electrician. They finally dispatched a pool and spa repair company, which was able to fix the leak but found two more. One is from the air increase/decrease valve, and one is from the fountain valve. At that visit, again, this is a pool and spa company local to Orlando that contracts for LPI, Inc., the repair person said the internal subwoofer, which sits inside on the bottom, was ruined from the leak. When I reached out to LPI, they said that part (electronic) was only covered by a 90-day warranty. Keep in mind this water leak is what damaged the subwoofer. Additionally, the two parts they sent for the two other leaks found said were "self-repair"; you're on your own. Again, I'm not a plumber or an electrician. The spa is on a covered patio and not exposed to the elements. It is just one year old and costs a small fortune. I just received an excellent anonymous text from LPI: NO-RELY Case #00014569 has been resolved with reason - Out of warranty. If you need assistance in the future, please don't hesitate to contact us. You can't make this stuff up!

A representative will be reaching out to you shortly concerning a new case. Audio and Video components are listed as a 90 day warranty. However, as this was caused by the leak, we will be covering the components and work order. Additionally, we will replace the O rings while on site for the audio as a courtesy.

We bought out tub from the state fair 31/2 years ago.We received it approximately 6 months later which the casing was damaged in transit.Took pictures sent to company and they avoided the issue ever since!Multiple phone calls emails resenting pics.NOTHING EVER DONE TO RESOLVE BUT A BUNCH OF EXCUSES!!WORST customer service ever!!Will never endorse this company!

A representative will be reaching out to you shortly, but we will be providing replacement panels. We apologize for the frustration and inconvenience experienced.