ComplaintsforLitehouse Pools & Spas

• 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. 

• Initial Complaint

  06/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On the date of 5-30-22 I purchased a 30' pool package totalling $11,700.00 Before i even went to the store I called all of the pool suppliers and Litehouse had by far the best install time which they quoted about 4 weeks while other companies are quoting into August. Litehouse was considerbly more expensive but as i was gaining this summer months out of it i deceded it was worth it to me to me to pay more. Now that the pool is delivered i am being told i will not be installed until the end of July. Why did i just pay more money, i would have rather went with an honest company and paid a smaller ammount. To make matter more insulting they are still quoting 4 week lead times. we are currently 6+ weeks away my actual date the installer has quoted. Litehouse policy is that once the pool is delivered it cannot be retunred. I believe this to be a major scam. Quote a short leadtime,. deliver the pool that can now not be returned, and then provide the actualy install date which is much later.

  

  Business response

  06/16/2022

  Thank you for contacting us. We quote install lead times based on our best estimates of weather conditions and customary installation timing.  Meaning we expect we can install x number of pools in y number of days.  if we get more rain than we expect, those times can change a lot and if we run into difficult ground conditions that are unexpected, those dates can change.  Often the installer will give longer range times than actual in order to get it in before the date he/she gives rather than it being installed later than that time.  We will see what we can do to get this completed sooner than the date provided by the installer as we expect this was provided as a worst case scenario rather than a best case.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THE HOT TUB I PURCHASED HAS A CONTAMINATION PROBLEM AND THEY WONT DO ANYTHING ABOUT IT.

  

  Business response

  06/06/2022

  It is our understanding that this customer called us about bees in his hot tub or around his hot tub. The hot tub was delivered last year and could not have contained a bee nest as all of our hot tubs are built inside a controlled facility and then shrink wrapped completely before leaving the building and only unwrapped at delivery.  Also, this was reported several months delivery.  The nest may have been built by bees on the customer's property.  We have explained that he should contact an exterminator.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hot tub service on 05/24/2022 at my property by service technician named *****. After he could not find solution /problem charged a trip fee. Which we paid in full. Before leaving my property urinated in the middle of my driveway. I felt angry upset unsafe as my childrens bus just arrived about 15 min before technician unzipped his pants to urinate. Also my son left on his bike about 5 min before the incident, I was scared by son could of returned back to our driveway while this technician was urinating . Also my daughter witness this through our window and was screaming that this was occurring. I felt unsafe to report this. I never want this technician to be allowed on my property ever again. If I could obtain his full name , I would like to file a restraining order with the local police. On top of it, my hot tub still does not work properly and my husband and I are trying to trouble shoot it ourselves. No trust in the service. Called back service department to make another appointment for service just in case we cannot fix the problem our selves. I made certain technician ***** is. It to return on our property.

  

  Business response

  06/06/2022

  Thank you for contacting us.  We will thoroughly investigate this and take appropriate action!

• Initial Complaint

  05/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I spent almost 11 Thousand dollars and no one can tell me when my pool going to be installed and the Contractor should be pulling the permit. I would like to know when my pool is going to be installed.

  

  Business response

  05/16/2022

  Thank you for contacting us.  Our installer has contacted this customer to schedule the installation, but the customer had not obtained the required permits.  It is outlined in our agreement (attached) that the customer is responsible for all necessary permits.  If the customer cannot or will not obtain the permits, there is a paid process by which we may be able to obtain those on the customer's behalf.  Our installer tried to schedule this installation for Tuesday 5/17 and was told then that install needed to be on a Saturday as the customer could not get off of work to accommodate installation during the week.  Our installer indicated he would call back to try to make that work later in the week.

  Please see attached signed installation agreement indicating what the customer is responsible for during the process.

   

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/11/2022 my wife and I went into the local Litehouse Pools *** *** * **** *** ******** ** ****** I purchased the Legend pool package. I was instructed that in 2-3 business days I would be contacted by the delivery agency to deliver my pool. We inquired about installation and they said once it was delivered we should be put on the installation list and a tentative date should be scheduled for near the end of March. After about a week, I was called and pool was delivered. I was told I would be called 3 days after the delivery date for a tentative install date. After 2 weeks, I did not receive a call so I called the local store. They said, "Ok, I will forward your information along and they should be getting in touch with you." I waited another week and called again, this time I was told that they would email the installer and the installer should be getting in touch with me within a day or so. The next week, my wife called and they told her they would look into it and call her back. They never called her back so she called the following day. They told her the installer that they had was not clear on the installation of the "Legend" pool and they were forwarding to a different installer and that she should hear something from them in a couple of days. Again, there was no call, she called back and they gave her the same excuse of we will look into it and call you back....again they did not call back. Finally, I told her to call the customer service line, thinking maybe we can get some kind of action. She left a message and never received a call back. It is now been 2 months since I purchased the pool and the only call I ever received from Litehouse was to tell me that the chemicals that come in the pool package I purchased were backordered. I have called them five times trying to get a resolution and a time frame for the installation to no avail. They obviously only care about getting the sale and don't care about the customer.

  

  Business response

  04/11/2022

  We apologize for any miscommunications with this customer.  Our installation schedulers do not start calling customers to schedule installations until there is a significant break in the weather and we can schedule with some degree of confidence that we can meet the scheduled dates and times.  if someone at the store did not explain this properly, we will be sure to correct that person's understanding of the process. We will send this information to our service department to see if we can get some information on a tentative time frame and have someone contact this customer.  

  

  Business response

  04/15/2022

  It is our understanding that the installation staff has spoken with this customer and has set up a tentative installation time frame or date.

  Customer response

  04/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
    I was contacted by an installer who told me that we would be in the next batch of scheduling.
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  
  
  

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