ComplaintsforLitehouse Pools & Spas

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In may we bought a gazebo and hot tub from Litehouse Pools on Arlington Rd, Akron. While in the showroom the sales lady said that curtains came with the gazebo and they just were not displayed in the showroom, once the gazebo was delived there were only screens no curtains. I called and spoke with the manager and was told that Curtains didn't come with the gazebo and that I could purchase after market ones at home depot for around $500. 2 weeks later on May 29th the hot tub was delivered. The delivery guys were great, but upon opening the hot tub (removing all the packing which the do not dispose of) there was a few inches of water and dried up dead mice. So gross!! Again I called the store Mgr. He didn't seem too concerned, just said he would let the warehouse know. I also asked for a manual, which was not included, he said he would email me a pdf, of course, everything is online, 78 printed pages! Anyway, you have to have a certified electrician do the wiring or it voids the warranty. After getting several quotes and scheduling the hot tub was finally booked up on June 16th!! We filled it up and nothing happens. The electrician comes back out. Verifies his work, still nothing. I call Litehouse again. By this time is 3 in the afternoon on a Friday. Of course no phone call back. I call back on Monday, still he couldn't tell me anything. Later That afternoon I get a call from the service department. The first thing she says is, if we come out and it turns out to be an issue with the electric you will be charge $150. She suggests that I have the electrician call to confirm he did the wiring properly. The company we used, Hilscher-Clarke Electric did an outstanding job. Shane called them, confirmed everything was correct. The next day my window was from 10-2. He showed up at 2:15. The first thing he did was ask if I had a copy of my receipt for the electrical work. They wanted to charge me for the appt if they could. The guy said it wasn't hooked up right. I called the Hilscher-Clarke and Shane called right back, everything was correct! The mother board was bad! He didn't have any on the truck and would have to call the manufacturer to see when he could get the part. When I called the service dept later, Amy was rude and said he was just out there today so I won't have his paperwork until the morning and the manufacturer is in Vagas so I won't know anything until they get back to me on whether the part is on back order and since there is 3 hr time zone difference it will be a few days before I know anything. Heard nothing on Wednesday from the service dept I called the Mgr Wednesday morning (10:15) and told him what was going on and said given our experience, I don't want a brand new hot that we paid 10,000 for fixed, I want it replaced with a brand new working hot tub. (THINKING ONCE A LEMON ALWAYS A LEMON) **** said he had never encountered this situation before and would need to inquire how to do this. Today is Thursday after 10. No response from **** or the service depth. I know things don't happen very quick these days but after spending 12,000 for the gazebo and hot tub, I expect at least information on what's happening.

  

  Business response

  06/22/2023

  Thank you for contacting us.  Our service department was made aware of the issue related to the circuit board on the hot tub on 6/17. All of the hot tubs are fully run and water tested before leaving the manufacturing facility.  It is extremely rare for a circuit board to be bad on a new hot tub.  Typically this is caused by something being wired incorrectly.  We do not know the cause specifically in this case, but accidents do happen and even highly qualified electricians sometimes make mistakes.  Regardless, the circuit board was backordered.  We contacted the manufacturer and they were able to ship one out and is due to arrive to us on 6/22 or 6/23. We contacted the customer to schedule a replacement of the board for Monday 6/26, but she is currently refusing to allow us to come to fix it.

  Customer response

  06/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We spent over $10,000 for a new working hot tub. The one delivered does not work.  We hired a reputable electrician who went above and beyond coming back when the hot tub wouldn't turn on, he called litehouse service dept. To initiate troubleshooting. He even called when the service guy was at our house. There is no evidence to support your claim this was caused by my electrician. My electrician is licensed and works for a reputable company and the work was completed in accordance with code. This is not the first hot tub he has installed, nor is it the first hot tub we have owned at this property.

  We paid for a brand new functioning hot tub and what we received is a hot tub that doesn't turn on.  We have great concern in repairing the hot tub fearing that it will have future issues. 

  At this time we are working with ****, the manager at the Akron location, who is in agreement with us that the hot tub should be replaced and not repaired.

  He is pending regional approval to replace the hot tub.

  Regards,
  
  ******* *******
  
  
  
  
   

• Initial Complaint

  06/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We paid in full 8500.00 to lite house for a pool in 8-2022.it was to be installed fall of 2022 or spring of 2023 . we were told we were at the top of the list and would be installed before memorial day. May 19 th was the date given and is fast approaching a month later and still no install 10 months later. after two phone calls and an assurance cooperate would call us ,no phone call.The installer told us they do 3 per day so 48 pools have been installed since our date yet we have no pool install!!!

  

  Business response

  06/13/2023

  We do sincerely apologize for the delay.  The pool was originally scheduled for 5/19.  As we understand it, the date was moved due to high winds and then there were some issues with the installer's equipment.  We cannot determine the exact cause of this long delay, but we understand that the pool is currently scheduled for install on 6/23. We will follow up to be sure to do our best to complete on or before this date.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2017, we purchased a pool from Litehouse Pools and Spas. *** ****** - Store Manager, told us about the different pools. We chose the Serenity pool, since Ken stated this pool that will last the longest, “the pool will last 100 years!” This gave us peace of mind. Fast forward 5.5 years later – 5 summers of using the pool. We found as we began opening the pool, it was not filling the entire way; that water was leaking somewhere between and liner and wall. We then noticed that there was a small rust hole in the steel pool wall. It’s important to note here that at no point during the previous swimming season did we lose any water. When we notified Litehouse of the issue, they said there was a 60 year LIMITED warranty on the pool and that since we were in the 6th year the pool walls were only warrantied at 50%, which equates to 10% of the 60 year limited warranty. The warranty also did not include any labor associated with the replacement or the liner (we knew the liner would need replaced). This warranty was never explained during the buying process. Only that Litehouse would take care of any problems. We were told the replacement would cost $6,238; 57% MORE THAN WE PAID LESS THAN 6 YEARS AGO for the same parts/labors. During the process of purchasing the pool, there was zero risk factor included in the sales pitch. If anything, there was 110% risk aversion. That if we maintained the pool, which we did, the pool would stand for “100 years!” We even made upgrades, like the steel walls and liner protection per Ken's recommendation. He at no time told us that if there was a leak or if the water touched the pool it would rust. THIS WAS NOT PART OF EXPLAINING HOW THIS COULD BE A MAJOR RISK? We are asking that Litehouse stands behind the products they are selling. The proper education and information were not explained during the sale. The warranty was not properly explained. The risks of the pool walls and being near water were not properly explained.

  

  Business response

  06/08/2023

  Thank you for contacting us regarding this consumer's concerns.  We are authorized to work with the manufacturer on their behalf to manage warranty claims.  All warranty information is available to our customers about the pools we carry.  It's unfortunate that this consumer did not completely understand the warranty.  With this in mind, we were able to work with the manufacturer and installers to get the total cost reduced to $4680 for the parts and labor. We understand that prices for materials and labor have increased in recent years.  If the consumer would like to proceed, please indicate in a response here or to the store where the pool was originally purchased.  Thank you.

  Customer response

  06/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Our purchase was with Litehouse, not the manufacturer, so as a consumer the warranty is with Litehouse. The warranty information was not provided to us when we purchased the pool. When we asked questions regarding the warranty, we were provided with the “don’t worry” “there’s a 60 year warranty, but the pool will stand for 100 years.” Our questions on the warranty were disregarded. We trusted Ken’s word. So much so, we upgraded our pool walls and liner based on Ken’s recommendations for a longer lasting pool. There was zero warranty information or paperwork provided to us on the warranty until AFTER the pool was installed and that information was thrown in the trash by the installers. We had to dig the paperwork out of the trash. Ken is well aware of the installation issues and that all the paperwork was in the trash since he had to come to our house after installation to rectify the installation issues.  We are asking Litehouse to cover the full cost of replacing the pool wall, and also freight and labor.  Since liners cannot be reused, we will cover the cost of a new liner and installation/labor, skimmer/gasket replacement costs, haul away for pool, and the fence (removal and reinstallation).  This, according to the costs Ken gave us, would be ~$2250 which we are willing to pay. 
  
  
  Regards,
  
  ****** ********
  
  
  
  
   

• Initial Complaint

  01/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  April 25/20 because of the pandemic we decided to buy a pool vs. a trip to ****** with our grandkids also my wife was having knee replacement and the pool would be good phys therapy. Mentor ********* quoted 8,998.26 we put a 4,000.00 cash deposit we paid the remaining balance 5/2/20. between 5/2 & 6/29 we attempted to get an installation date from both ********* & ******** ******6/29 Al Eckert regional manager got back to me saying the pool install was scheduled for 7/21/20 ,they came 7/24/20.during installation I was charged extra for excavation, the pool did not have any water put in it they said it was my responsibility, no one would answer at Absolute and anyone that answered at ********* gave me the answer that it was up to Absolute to solve the problems. finally water in the pool 8/1/2020 we may have been able to use it a few time before the swim season was over we also noticed a drop in the water level but being inexperienced we thought it was ok. swim season arrives 2021 the pool is filled, chemicals added next day water level was down within the first week I had to add water, as the weeks went on the water level continuously dropped quicker, I could not keep the chemistry correct because I was constantly adding water. 2021 season gone ,finally I was given an answer that we would have to wait for the 2022 season and someone would inspect our pool. On 5/9/22 a service dept. person inspects and writes a report that states that installation was not correct .7/24 Black River Pools installs a new liner and reports worst installation he has ever seen and they did best they could but not correct ,pool would have to be replaced to make it right. Al promised me that he would honor that and send it to me in writing ,I never received that. Because they installed a new liner and gave us some chemicals they feel they have made it right and will do nothing else for us. NOT ENOUGH ********* we wasted a lot of $ and have never used the pool. you need to make this right

  

  Business response

  01/18/2023

  According to the installer that made the repairs, the customer wanted the pool replaced, but after speaking with the installer agreed to allow the repairs to take place as that was a better option.  The pool was mostly taken down and reinstalled with an upgraded bottom under the liner and new liner installed along with all of the uprights being straightened and pool installed to manufacturer specifications on 6/1/22.  The customer signed stating that they were satisfied with the repairs.

  Copy of customer signature attached.

  

  Business response

  02/06/2023

  We have made the necessary repairs and completed the work to the satisfaction of this consumer which he signed off on.  We have supplied additional chemicals for the consumer for their inconvenience.  How long should this continue?  Now they are requesting a 50% reimbursement?  It's excessive and beyond the scope of what we can do.  We will offer an additional $500 in the form of an in store credit which can be used toward chemicals or other merchandise to try to bring this to a conclusion.  If this is acceptable as a final resolution, please let us know.

  Customer response

  02/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  09/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a hot tub from litehouse pools and spas on Peach Street in Erie Pa.The day I ordered it I put $4000,down and financed the rest.I also bought 2 of their wicker chairs and a umbrella for over the hot tub which I paid cash for so another $1000.I asked them about there will be some one to walk me through taking care of it and setting up right and she said oh definitely.They delivered it on 8/ 12/ 22 I believe.I am not 100% sure on the date because I didn’t receive any paper work that day showing delivery or amount still owed.Young hot tubs were the ones who delivered it. When I asked him about some one walking me through it he said well you didn’t purchase it from us so once you have it filled you call litehouse and they will have some one show you. It was filthy dirty in side they sent no steps I had to go pick them up. I had no book or paper work telling what I could use on it.I had to buy water to fill it because I have very hard well water.We turned it on and it wouldn’t work apparently the computer was broke.The pillows wouldn’t stay on I called they said oh we will put in a request to have it fixed.I called them several times during 1 1/2 week maybe 2weeks my water still sits here they could have cared less said when the hot tub is working we will email you a paper telling you how to use the chemical.They said it has a 5 year warranty now they say 3.I have been lied to i have been pushed and told to call young’s hot tub when I didn’t purchase it from them.Itold them I am fed up come get it I called Wells Fargo and have told them the same thing.My payment for it was due 9/8/22 they told me not to make the payment till this was resolved.Ihave not heard any thing at all from litehouse again.He told me at their corporate office I was being unreasonable.Ipaid 16000plus from them and I am being unreasonable because my water sits going stagnant because they have broken spas and no parts to fix them.they have safety straps they don’t install themPLEASE HELP

  

  Business response

  09/26/2022

  As we understand the issue, the customer has a possible defective topside control and we had been trying to schedule the replacement with her within a week of delivery.  She refused to let them on her property to fix the tub.  We called her to try to resolve the issue and she was argumentative.  We gave her solutions to all of the concerns she raised.  We even offered to give her step by step instructions from our staff for anything she had questions about.  It appears the customer refuses to talk to the store staff for help, refuses to let the service technician fix her tub and refuses to allow anyone to help her.  It appears the customer does not want help with anything, but wants to return her tub.  As soon as we suggest anything else she starts all over again. We have her part and are waiting on her to allow us to help her.    

  Customer response

  10/03/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  The consumer has stated that Litehouse sent another company to the consumer's home for repairs to the tub. Consumer was upset as she was not given any notice that the business would arrive that day. The technician did replace a broken part but told the consumer that this would not fix the tub. The technician stated there are still some plumbing issues that need to be fixed before the tub is working. He instructed the consumer to shut off the breaker to the tub. He told the consumer that he would get with his boss to discuss the next steps but as of today, the consumer has not heard back from them. 

  

  Business response

  11/02/2022

  Below are the notes from the service manager that has been working on the warranty repairs:

  Passamonte initially refused the service on 9/6. She then called on 9/26 requesting service to come out to fix the spa. On 9/30 a tech went out and replaced her top side and a couple pillow anchors for one pillow. The spa was still giving a dry pump warning after the top side was replaced so the tech verified it wasn’t an air lock. When he told her he was going to continue to trouble shoot the issue, she took the paper work order from him, got belligerent and kicked him of her property. As of now, we do not have a diagnosis on why she is still getting a dry heater warning and won't allow us to try to diagnose and fix. From what I was told, she was verbally abusive to the tech the entire time he was there.

  As of now, we have not been able to reach the consumer.  We will keep trying to schedule a follow up to make the repairs that the technician believes may be a faulty circulation pump.  Once that is repaired or replaced, the spa should operate normally.  This consumer continues to be difficult to work with and the technician is not comfortable continuing to take the verbal abuse from this consumer.  We would like to repair the hot tub and be able to allow the consumer to use it in peace.

  We would appreciate assistance in allowing us to make the repairs.  We will continue to try to contact the consumer to schedule an agreeable time to do so.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a hot tub from Litehouse Pools & Spas on June 26, for the amount of $10,039.12. It was delivered to my house on July 14th. A license electrician finished the installation on July 22th. On July 24th a GFCI FAIL light came on. I went to Litehouse Pools & Spas the same day to check my water chemical levels and to ask about the GFCI FAIL light. I was told the hot tube is under warranty and was given 800-548-3772 to call. For the water test I was told to put 15.5 oz Leisure Time Calcium Booster and turn my sanitizer system to 4. After doing that my wife and two children had rashes and spots all over the body. My two children had it so bad they had lumps under their eye lids. When I called the warranty number I left 2 message never heard back. The third time I called called back I spoke with a warranty consultant and he referred me to **** 800-817-7727. He told me to have the electrician I used to call him a proceeded tell me if he wasn't license electrician he would hang up on him. My electrician contacted him, he did exactly what **** told him to do and its doing the same thing.

  

  Business response

  08/16/2022

  We will have our service and technical staff follow up regarding the electric and make sure to resolve the issue if there is any issue related to the hot tub itself.  if it is related to the electrical work done by an electrical contractor, that person will need to make the necessary repairs.  Regarding the Rash indicated, the consumer should consult a physician, but that sounds like it would be related to bacteria in the water and not related at all to the calcium level.  Calcium Chloride is used to increase the calcium levels and is similar to adding salt to the water.  To be clear, it is not salt, but has similar properties so would not have an effect on skin.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ******* pool heater last summer and it was installed June 2021. It has not worked at all this season and I contacted litehouse in May of this year. They have sent a technician multiple times and have not been able to figure out why the heater is not working yet refuse to replace it. They continuously blame the propane company whom have been out multiple times as well and there are no issues on their end. The service manager *** has no customer service skills and has been no help resolving the issue. They do not stand behind the products they sell, can't fix them and told me to start calling the manufacturer of the heater myself! Completely unprofessional and actually lie about the next steps I was told a pentair rep with a truck of parts would come out though the told they never do that - give you the complete run around instead of fixing the equipment they sold their customer. They need to replace the heater at this point.

  

  Business response

  09/09/2022

  Thank you for contacting us in regards to this issue. ********* honors the manufacturers warranty on products of this nature.  We have placed an order for the parts needed to complete this repair.  Per the manufactures warranty the cost of the parts and labor will be covered at no charge to the customer.  As soon as the parts are available we will contact the customer to schedule this repair.             

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My outdoor furniture was less then 1 year old when one of the chairs broke and was completely unusable we contacted the mentor lite house store we’re we purchased from. After a month of being stalled and exchanging emails I called and was told the manufacturer denied warranty coverage, but lite house was going to cover it. They would contact me when repair parts came in. After 2 weeks with no contact from them I went into the store and was told parts were not going to be available for 12-13 months. After numerous calls the regional manager told me that the furniture was out of warranty and I was lucky they were doing anything for me. I had to drive to PA and was given parts off a chair on the junk pile. I have repeatedly asked for a copy of the manufacturer’s warranty and was told they don’t have it. All I am asking for is NEW replacement parts, and a copy of the manufacturer warranty.

  

  Business response

  07/21/2022

  The parts have been ordered for the customer. Although the warranty claim was denied by the manufacturer, we have ordered the parts. The parts will ship from China with our next inbound order which won’t arrive for several months. Once the parts arrive, we will provide them to the customer at no charge. A copy of the warranty has been sent to the customer and we understand that it has been received. 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My circulation pump already broke on my hot tub. It is covered under warranty but they charged me $150 service fee.

  

  Business response

  06/28/2022

  The manufacturers warranty covers parts and labor on most parts, but does not cover trip charges. We try to be very very lenient on these additional fees that all hot tub manufacturers stopped covering many years ago. If the customer needs a complete copy of the warranty, it can be found on the manufactures web site or likely from our web site as well. We understand that nobody likes fees for repairs, but our fees are among the lowest in the country for these charges. 

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pool a few weeks ago and it was delivered within a week. The pool is in my garage. When I purchased the pool I was told that 1-2 days after delivery that they would call to set up an install date. Here we are a week later no one has called. So I called them and they can’t tell me anything about scheduling installation or when they don’t know. This is my problem. They lied when I purchased the pool to get the sale that once delivered theyd have me scheduled 1-2 days later they said I’d have the pool installed NO LATER then mid July. We are in the last 2 days of June. I informed them when purchasing the pool that I was okay with mid July as a install date but I do not want to go past this as it’s then no longer summer. So when I call today and they tell me they are backed up but they can’t tell me when it’ll be scheduled or something even installed. But you could give me a time frame 2 weeks ago said it would be put in the week after the 4th of July due to the holiday they were running a month out but today they can’t tell me anything or even when I’ll be scheduled. I either want my pool installed by the timeframe I was promised and told when purchased which was the 2nd week of July or I want my money refunded and they can come get the pool.

  

  Business response

  06/28/2022

  Thank you for contacting us.  This customer has been contacted and installation has been scheduled. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩