ComplaintsforLPI, Inc.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased our hot tub at Tulsa state fair in Oct 2021.We received it Feb 2022.In Feb of 2024 it tripped the breaker and a month later it tripped again but wouldn't work at all.I called an electrician and when he removed the panel from the hot tub noticed all the corrosion on the components.He took pictures but that was all.***** ***** the certified maintenance person for Catalina spas came on April 29th and told us there was a leak and required replacement of all the heating components and the uv sanitizer basicly everything in order to operate the hot tub.Yesterday 5/15 I learned from ***** the company refuses to stand behind their 5 year warranty and claims there is only a 2 year warranty.I have a copy of the original warranty if needed.This is the 2nd time I've turned this company into you for another issue which was promptly resolved.Thank you! I did call the company and asked how can they not honor a warranty that was issued when we purchased the hot tub.She proceeded to tell me there was only a 2 year warranty and after that it was prorated.Please help me resolve yet another issue with this very unreptutable company.Thank you for your time and service.*** *******

  

  Business response

  05/29/2024

  Please reference the attached warranty document.
  
  The labor warranty for the Catalina Luxury line is listed as 18 months.
  
  The major components warranty reads as: "The components are defined as the factory-installed electronic components, specifically the pumps, equipment packs, heaters, and topside controls. The MANUFACTURER warrants these components to be free from defects in material and workmanship for five (5) years from the original date of purchase. This is a full warranty for the first two (2) years and shall be prorated for the remaining period, with the original owner responsible for the following percentages of the replacement or repair: 35% for year 3, 50% for year 4, and 65% for year 5."
  
  The other warranties sections notes: "Fountains and other water features above the waterline, valve handles, vents, drain bib, lights, blower motor, mist pump, and their related parts, ozonator, salt sanitation system, and UV sanitation system (excluding the UV-C bulb and quartz sleeve) are warranted to be free from defects in materials and workmanship for one (1) year from the original date of purchase. The owner is responsible for all costs associated with shipping replacement parts. The UV-C bulb and quartz sleeve are warranted to be free from defects in materials and workmanship for ninety (90) days from the original date of purchase. Since these are maintenance items and do not require specialized tools for replacement, The owner is responsible for installation and all shipping charges."
  
  ***** is a third party service contractor in your area. We do honor the warranty as written, and will continue to do so. If your original warranty documentation is different, please submit it for review.

  

  Business response

  05/29/2024

  The website did not like the addition of the warranty with the original response.

  Customer response

  06/06/2024

  My husband received an email today from LPI and they have decided to honor our warranty and ship the part that we need to  repair our hot tub.Thank you for your prompt response.Its a shame I had to involve the BBB to get any action but I appreciate you very much!

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a tie key in November 12 2023 for light not working. They have been out 4 times to no avail. Now the motor is bad. I have communicated with the ceo assisistant at Lou she sent parts but the technician has canceled two appointments. I do not think they have a qualified person to fix my spa and I request an exchange. Please advise

  

  Business response

  05/28/2024

  A technician was on site 5/21/24. Our records indicate that the pump and light issues were resolved. There is a note referencing your cupholders and skirting panel. Your case manager will be following up with you shortly. Thank you for your patience. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BUYER BEWARE! It has been stressful from start until present! I was lied to from the start, my hot tub was not delivered as promised. Upon delivery, one of the jets did not function properly. They have sent the wrong replacement part twice, I am still waiting for the third part, hopefully it's right this time. The cabinet panels were also damaged in shipping. I was told the cabinet is not covered by the warranty and it was my responsibility for the cost of the repair. The replacement panels sent were also wrong. Two different repairmen have refused to install the panels because they did not fit together properly. So I still don't have a functioning hot tub. The last conversation with customer support I was told "the cabinet is not required for the hot tub to function", imagine that! To date there have been 62 emails and numerous phone calls to resolve the situation. If I could get a refund, I definitely would, but guess what, ALL SALES ARE FINAL!!! I just want my hot tub to be functional and I don't believe I should be responsible for the repairs, since it was delivered damaged. I believe I should get a functional product for what I paid for with my hard earned money.

  

  Business response

  05/21/2024

  As a courtesy, we are shipping one of every jet on your spa.  The skirting panels were replaced at no cost to you, but they do need to be assembled. Our service records indicate that the third party technician will be on site today, 5/21/24, to complete installation. Please be sure to reference the 'other warranties' section in your warranty paperwork for details on jets and cabinet panels/corners. The skirting panels are superficial and do not directly impact spa functionality. We are thankful for your patience and are eager to fully resolve your concerns.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently bought a 10000$ from lpi. The tub arrived and there was an issue with the cover not closing and sealing. LPI sent a service tech out twice after having myself take multiple measurements. The service tech both times said the cover was warped and needed replacement. The condition the cover is in you can not afford to heat water or keep chemicals in tub. LPI refuses to replace cover knowing they have multiple issues with this cover and their own service technician they sent out both times says the cover needs to be replaced. I want a new cover or I want my money back. The product is not how it is advertised.

  

  Business response

  05/03/2024

  The documentation of the cover has been reviewed by expert staff and a consultant. A replacement cover has not been approved following this review. Every soft and hard cover will have evaporation, as they are not designed to create an airtight seal. 

  

  Business response

  05/20/2024

  Our apologies for the minor delay in response. After further review, we will be replacing the Tuff Cover. A representative will be reaching out to you shortly concerning the new warranty claim. 

  Customer response

  05/28/2024

  I can’t give a response until LPI follows through with delivery and installation of cover. As of now no cover has been received!

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this hot tub in February 2023. When it was delivered it was a one man operation and he dropped it. Since having this hot tub it has spent more time out of commission than it has working. I’ve had to spend countless hours on the phone with their warranty department and provide them with photo after photo, run diagnostics myself, I’m asked to play electrician and mess with wiring all so they can shove me off until my warranty expires for labor. Now it won’t even turn on and I’ve had an electrician come out to look at it and confirm it is not the wiring and do all the troubleshooting. They still won’t send anyone out until I take a new manual they provided and mirror all these complicated electrical things. I’m an elderly woman and this was not the warranty care that was advertised or promised when I bought this hot tub. At this point I don’t even want the hot tub, I want them to come pick this thing up and give me a refund. They are a horrible company and are extremely shady.

  

  Business response

  05/03/2024

  Your service history indicates that we have been prompt in responding. In this specific situation, the site preparation section was available to you in the manual you received with your order verification and a physical copy at time of delivery. These requirements are per the components manufacturer. Correcting the GFCI, should alleviate the problems. As soon as this requirement has been met, we would be more than happy to continue honoring the warranty as written. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The heater on my spa quit,and tripped the breaker causing a problem with freezing of one pump. They won't replace the heater. My spa is 19 months old. The heater has a warranty of 5 years. They say because of the freezing there is no warranty and won't replace the heater. I want the heater replaced,they are being very addiment about it. I don't understand why they won't replace the heater or the pump.

  

  Business response

  04/04/2024

  Please note the warranty exclusions on the attached Catalina Luxury Warranty Sheet. Unfortunately, freeze damage is not covered. We did assist in providing contacts for local technicians as well as making an exception for plumbing components. We can assist in ordering any other required parts, but it would be at the customer's expense.

  Customer response

  04/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:   The heater quit, then tripped the GFCI breaker, which then caused the hot tub to shut down completely.  These mulitple steps created the top one to two inches of water in the hot tub to freeze.  This occured in January within the 5 year and aforementioned 18months warranty on labor.  A Technician traveled from approximately 150 minutes away (Fargo, ND) on February 15, 2024.  The technician's accessment consisted of taking 2 of 4 panels off and took pictures of parts that were not frozen.  He stated company will need to send parts to him to fix, however did not specify which parts.  He billed me $462.50. I did not here from anyone and reached out to the company two weeks later.  Since, this time reached out to Marquardt Electric and they assessed the hot tub reporting the heater went out causing a chain reaction tripping the breaker. Please advise. 
  
  Sincerely,
  
  **** ********

  

  Business response

  04/12/2024

  We assisted in providing a list of technicians. This was not an exclusive list, you were and are welcome to choose alternatives. As this was a third party contractor that you did business with, the work, cost, and methodology would be between the consumer and the provider. You contacted us after the spa froze, which caused additional damage. Had there been a report of the spa not heating prior to the freeze event, we would have advised of precautions that could have been taken and enacted a prompt resolution plan. There does need to be some responsibility of the owner in terms of monitoring and observing your property. As a result of customer advocacy, a new case has been created and a representative will be reaching out to you. 
  
  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a hot tub at the Syracuse State Fair in NYS Tub was delivered end of August 2023. Tub leaks and the first time the techs came one leak was easily found. There was a second leak not found and tech either rescheduled or couldn't fix it. Claim kept getting cancelled and I'd have to start from scratch submitting pictures and complaints. On Feb 9 I received an email that the work order 00004029 case #00013616 has been unassigned from the tech with a new tech to be assigned. We have not heard anything further regarding when this spa will be repaired which is under warranty. It's now 5 months. Every time I respond to one of their tech reviews I ask to either fix it or replace it

  

  Business response

  02/28/2024

  Thank you for your patience in this matter. We apologize for having to unassign the previous technician. An email with the new technician's contact information will be forth coming; they will contact you directly to schedule an appointment.

  Customer response

  02/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Still no service scheduled.
  
  Sincerely,
  
  ******* *********

  

  Business response

  03/06/2024

  A third party technician is scheduled for today, 3/6/24. We will await their findings and proceed accordingly, if the matter is not resolved during the visit. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my hot tub for almost 4 months now and it’s still not fixed they sent a contractor out to fix it he has been scheduled 5times has been here one time then when schedule to come back he proceeds to tell the company I fill my hot tub with buckets. I DONT FILL IT WITH BUCKETS yes I top it off once in a while with a bucket it is excuses after excuses with this company

  

  Business response

  02/16/2024

  If you are wanting to wait until spring, we will honor the warranty then. If you have drained the spa, please open a case per the directions so that the suction line can be replaced.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The product [hot tub] purchased from this company is defective. I purchased an extended warranty, for parts and labor, and the business refuses to honor the agreement. I've contacted several times, written emails, and asked to speak to management without any help. I am very dissatisfied and disappointed with this business.

  

  Business response

  01/15/2024

  The warranty extensions apply to labor, plumbing, and major components. The waterfall features are minor components and have a one year warranty. The labor warranty would not apply to a minor component, as specialty tools or knowledge are not required and the standard labor coverage has lapsed. We did replace these features for you at no cost and provided information on how to switch the component out. FedEx tracking: 713307901220 indicates these were received 12/22/23. We are available for any further questions and will continue to honor the warranty as written.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a therapeutic spa from Atera Spas in Chandler, Arizona. In 2018, LPI, Inc. of Johnson-City, Tennessee acquired Atera Spas. This company has not responded to any of my inquiries regarding replacement parts for my spa.

  

  Business response

  01/15/2024

  Our parts manager advises he has called and left two voicemails. If this has not been resolved, please contact us at 423-349-2900, option 6. We will be glad to assist!

  Customer response

  01/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21084760, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

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