ComplaintsforLitehouse Pools & Spas

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a swimming pool from Litehouse pools and had it installed in tMay of 2021. The pool partially collapsed. and they blamed it on me. I had a pool for the past 15 years and i know how to winterize a pool. They called me a liar and said that I did not winterize it in order to escape responsibility for the defective product they sold me. Now I am stuck with a pool that I have not even paid off yet. I am a 74 year old disabled Viet Nam vet and my wife has back problems and we were going to use the pool for therapy. .

  

  Business response

  04/05/2022

  We can submit pictures on behalf of the customer to the pool manufacturer as it is a manufacturer warranty and not a Litehouse warranty.  The customer may also do that himself directly to the manufacturer.  We also suggest that the incident is reported to the homeowner's insurance carrier.  During extreme weather events as we experienced this winter, this does sometime happen.  It may be covered by the manufacturer or the customer's insurance.  We would be happy to assist in either case.

  Customer response

  04/12/2022

  [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.]
  
  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,
  
  ***** *********
  
  I could you some help notifying the manufacturer of my pool to try to recoup my loss. My insurance company  would not cover the pool   

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this pool not even 1 season ago. We bought everything litehouse pools told us to purchase to winterize the pool and I have given them every opportunity to make this right. With the excessive snow fall and ice accumulation the pool wall has buckled. I am told this is rare and they compared it to an act of God not a malfunctioned product. Who all knows someone else who has a above ground pool that the wall buckled due to snow accumulation. And the kicker is I called before winter and asked if its ok for water to be on the cover, I was told yes it will prevent the cover from blowing off the pool. At this point I think I would have been better off not having a cover on the pool. Not everybody can throw away 5K like its no issue at all. I was told to contact homeowners insurance and they DENIED my request. It is now time for Litehouse to MAKE this right. This is unacceptable to be treated this way as a customer who did everything we were instructed. Litehouse Corporate company needs to step up and do something as I have a unusable pool! I should have purchased elsewhere with a company that will stand behind their products or partners products.

  

  Business response

  02/28/2022

  Thank you for contacting us in this matter.  After reviewing the information and following up with staff that have discussed this with this consumer, it is apparent that the damage to the pool was not caused by a defect in the pool, but by excess weight of snow and ice buildup on the cover and possibly heavy winds may have played a role.  These types of cases are typically resolved with the home owner's insurance carrier and we would recommend they seek to get restitution there.  If this has been denied as the consumer has said, maybe the consumer can provide more details on that piece.  Unless they failed to notify the carrier that they had the pool and they needed coverage on it, we cannot think of another reason the carrier would deny coverage for a loss that appears to be very clearly caused by weather.

  Litehouse does not issue the pool warranty or issue coverage of the warranty.  We merely facilitate the process between consumer and manufacturer, when possible, to help to expedite the process for the consumer.  We can forward this information along to the manufacturer to get the manufacturer's disposition on this matter, but we assume they will  also deny this based on the information we have available.  The consumer may also contact the manufacturer directly to seek a warranty claim.  If they are in need of that information, they can surely respond to this and let us know or contact the store where the pool was purchased and the information can be provided.

  Customer response

  03/02/2022

  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.
  
  I request that Litehouse Corporate reach out to the manufacturer and request a replacement pool wall, and come and install the new pool. My homeowners insurance rejected the claim due to it being an excluded request. Any pool damage by snow or ice isn't covered. They said the manufacturer should be responsible due to the pool not even being 1 year old. I am very disappointed so far how this has been handled. I expect some type of resolution concerning this. Every other pool in the neighborhood had the same snow and ice build up as mine and they don't have this issue. I will not accept the answer sometimes this happens... it shouldn't and if it does the Manufacturer and Litehouse should stand behind their products. This is ridiculous that I have to go through this to get someone to stand behind their product. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *
  
  
  
  
   

  

  Business response

  03/10/2022

  Thanks for contacting us again regarding this.  We have sent the images to the manufacturer and requested their review and they have concluded that there is obvious damage caused by the weather and possibly by improper winterization.  The pictures indicate obvious damage caused by an external source not by a failure or manufacturing defect.  Simply stated, this is not a warranted defect in materials or workmanship.  We have never heard of this type of damage not being covered under a normal insurance policy unless it was not added to the policy or the insurance company was not made aware that the pool was installed at the home.  With that said, if the customer would like to get us the insurance company contact information, we will gladly contact them on their behalf to further understand the reason it's not being covered and assist in trying to get this covered.

  This is not about "standing behind the product" as we would surely be willing to resolve any issue that was caused by a defective product.  In this case, there is just no evidence that there was any defect in the product, but obvious evidence that the damage was caused by other factors that would typically be covered by the homeowner's insurance policy in our experiences.

   

• Initial Complaint

  10/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a hot tub and requested a special order Brown color. The hot tub was delivered and I was not home, I did not accept delivery of the order. The hot tub delivered was not the color that I ordered and the sales representative intentionally misrepresented the order knowing they were unable to deliver the color requested. The color I requested was Brown and that color is also the color in the store catalog. I informed the sales associate that Brown was the only color I would accept. The receipt promise satisfaction if there is an order complaint and 15% restocking fee. I called the store 4 times and sent an email the last phone call he stated the store was not willing to do anything because the receipt has the color on it while in fact it does not. It has sku numbers for the store but not the customers. The sales contract left the color and model blank. This was done purposely. I would like my money fully refunded.

  

  Business response

  10/14/2021

  We are unclear if there was a misunderstanding between the customer and the salesperson or something else happened that caused the customer to want a different color of cabinet on the hot tub than what was delivered.  We stock hot tubs in certain color combinations.  Due to the supply chain issues since May of 2020, we are able to stock certain models in specific colors, but special order colors take 6-12 months to receive depending on the model. When a "stock" model is sold there is usually no need for the color to be listed on the delivery agreement because it is a "stock" model.  When a hot tub is "special ordered", there are many places the special colors are listed including the invoice and delivery agreement to be sure that the special color is the one delivered.  If this customer would prefer a different color, it can be special ordered and with the current supply chain delays, it will take about 4-8 months for it to arrive.  If the customer would like to keep the current color, we can offer some discount to help with the frustration of having to keep a color she was not expecting. Or, we can pick up the hot tub and provide a full refund.  As of this moment, the customer has disputed the charge with the credit card company and they are telling us that the consumer says the product was not received. which is not factual.  The product has been received, but there  is a dispute on the color.  Regardless, we are happy to replace it, discount it or return and refund the purchase and will await the response from the customer.

  Customer response

  10/18/2021

  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.] The electrician was there to set up the hot tub. You don’t believe any one is lying I’m stating the opposite that the salesperson was fully aware and I have a quote that was provided to me in advance of the purchase to prove that. I did not accept delivery the contract shows that. In addition, there was an electrician there to connect the hot tub to make sure it was operating correctly. I arrived home and discovered the issue. Please contact me to arrange pick up. I’ll have to get the electrician to disconnect. All complaints will remain open until it’s resolved at least on my end. 
  Regards,
  
  * *******
  
  
  
  
   

  

  Business response

  10/18/2021

  We will have our delivery staff contact the customer for pick up. 

• Initial Complaint

  09/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a pool on April 8, 2021 from ********* in Akron, Ohio. We were told an approximate installation date of late July/early August 2021 by a sub-contractor, named ******** ****** ***. We secured the appropriate building permit as requested. Our pool was delivered to our home on July 8, 2021 and placed in our garage until installation. It is now September 27, 2021 and have had NO contact from ********* or the contracted installer. ********* defers any information to be given by the installer. I have called ******** ***** several times and there is no ability to speak with a person and a message must be left. I have not received a return call and the pool remains in the middle of our garage. I need to know if this install will happen in 2021 or if we need to rearrange our garage to allow our car to fit for the Winter as well. I realize this has been an unprecedented time (I work in an ICU); however, the lack of customer updates is discouraging and quite honestly, pathetic.

  

  Business response

  09/28/2021

  We apologize to this customer for the long delays in product and installations.  There have been massive delays in product and extreme labor shortages for deliveries and installations.  It is our understanding that the installer is attempting to contact this customer to get a date set for installation and the pool should be installed within the coming few days, weather permitting.

• Initial Complaint

  09/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We got our hot tub in December of 2020, the day we filled it up and went to turn it on to enjoy it, it didn’t work. Had to have service out TWICE before we could actually enjoy it, because a cord/plug was jammed inside the motor part of hot tub. Had an issue with it again, had to drain it. Going to refill it and nasty stuff spaying out of jets. Call lighthouse pools in medina to ask for help and am basically told we’re on our own and if we want someone to come out and help that it’s real expensive, but that it’s our choice if we want to pay it. Worst customer service I’ve ever experienced. I want the hot tub returned or I’m suing!!

  

  Business response

  10/06/2021

  We are not clear on the issue.  The hot tub is working and there appears to have only been 1 service call on the tub.  We can assist with water care issues with free advice from our store staff.  if the customer wishes to pay to have a service technician come to the home to perform water care, we have a variety of offerings for a fee.  We cannot understand the request for a refund on a tub that is working properly.  All hot tubs require that the owner perform regular water care to properly maintain the water.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Our family purchsed a hot tub and large pool from Lighthouse Pools and Spas last summer (2020). They also sold us a $3,000.00 dollar pool heater. They didn't offer any information when they completed the setup of any of the items- I had to figure my way through everything on my own. At the start of summer we had trouble setting the hoses up and when i contacted support they advise they were booked a month out. They provided the name of a pool service perso** ****** **** who came out and worked on the pool. He dumped Floculant into our pool, ruining cartridge filter and blue murky water. My husband and I just noticed the pool heater was leaking and contacted Lighthouse service. The service man came out ($150.00 charge) and told me the water wasn't properly balanced and the unit is completely shot. I feel Lighthouse had a responsbility to help me understand how to mange the units they sell. They led us to believe it was "set it an forget it" and now- one year later I am out $3,000.00.

  

  Business response

  09/10/2021

  We are sorry to hear that this customer is having an issue with their heater.  Correct water treatment is always important to properly maintain the pool or hot tub.  This provides for safe and comfortable use of the water and also helps to properly protect anything that comes in contact with the water. Some of the heater components are in contact with the water as it passes through the heater.  This means that proper water maintenance could damage these components.  It would seem that the heater is likely in need of some new parts called a heat exchanger which is the part where the water passes through the heater and not a completely new heater.  Since we do offer extensive care advice and every pool heater company does as well, we can help this customer in proper chemical care instructions, but we cannot agree to replace the heater or it's components for free as improper water balance is not a warrantable claim.  

  

  Business response

  09/30/2021

  I'm sorry the customer feels we do not provide adequate information.  As stated earlier, we provide information in our stores to anyone asking and we also offer FREE water testing and water care information ever day we are open. We have attached the copy of the customer purchase receipt showing the cost of the heater after discount at $1381.18.  We have also attached the first few pages of the owner's manual which discusses some of the water chemistry related information provided by the manufacturer.  These manuals are readily available from the manufacturer if lost by the consumer both by mail from the manufacturer or easily downloaded and printed on the manufacturer web site.  We can also provide pdf copies upon request.

  After we were contacted by the customer, we began the process of requesting a 1 time exemption for this customer to be able to get the parts for free from the manufacturer on behalf of the customer.  We feel that we may be able to get this done and should know more within the next week or 2.  If so, the only portion the customer will be responsible for is the labor to make the repairs and we will provide those at a 1 time discount as well. 

  We will be in touch with the customer soon to let them know of the manufacturer's response on this, but we believe we will be able to get this done for this customer.

  Customer response

  09/30/2021

  [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.]
  
  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,
  
  **** *********
  
  
  

*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. ↩