Complaints

This profile includes complaints for LPI, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

LPI, Inc. has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  LPI, Inc.

  506 Twin Oaks Dr Johnson City, TN 37601-7610

  
• 

  Aqua Living Factory Outlets

  520B E Hebron St Charlotte, NC 28273-5989

• 

  Tuff Spas

  5205 W Montebello Ave Ste 1 Glendale, AZ 85301-2744

• 

  Aqua Living Factory Outlets

  520B E Hebron St Charlotte, NC 28273-5989

• 

  Tuff Spas

  5205 W Montebello Ave Ste 1 Glendale, AZ 85301-2744

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/28/24 I purchased a new hot tub was delivered on 12/30/24 I paid an electrician to hook it up I pad $618. The Electrician told me the hot tub is not wired properly, and will not work it's also not insulated for being outside in this Wisconsin weather. Also when I purchased the tub I was told it was a 450 gallon tub and reality it's 300 I'm 6 ft tall it's too small for me . I called LPI in Appleton where I bought the tub from and they told me they would replace the tub but they're not going to give me back my money I said I don't want their product anymore because I don't trust it I want my money back and now they're avoiding me I do have the invoices I just need to figure out how to upload them to you. Thank you I appreciate the help. Please contact me I am out all this money.

  

  Business Response

  Date: 04/04/2025

  Please review the terms and conditions of the sale as well as the warranty information. A replacement spa has been at the local store for two full months. We are more than willing to swap the new unit with the one on your property at no cost to you.

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 19th, 2024 I bought a Tuff Spa TT-250 from LPIs Aqua Living Factory Outlets in Warwick, RI. The TT-250 is supposed to come standard with Full Foam insulation, and is a core part of hot tubs running energy efficient, in particular during the winter. On top of the Full Foam I spent another $200 for Extreme Foam. There is no foam insulation anywhere other than directly in front of where one would look upon opening the access panels. For example, there is no foam in any of the 4 corners of the hut tub, or on the shell of the hot tub in those 4 corners. Also, there is no foam on the upper edge of the hot tub on all 4 sides, so the shell of the hot tub is radiating heat (Due to being full of 103 degree water) into the open cabinet and then dispersing into cold air. I bought a thermal imaging camera to see how poorly the hot tub was insulated and the results were quite bad. My first electric bill my electric usage increased by more than 1,000 Kwh higher than any bill over the last 2 years. That's over an additional $300 to run my hot tub. LPI sent me a spray foam kit. However, the instructions suggest the user be trained in spray foam application, wear a respirator, a kevlar suit, latex gloves and eye protection. None of those things are provided, so I had to go out and buy them. I tried applying the foam and it is really hard to access areas that need insulation because there just isn't more than an inch or 2 available. Imagine buying a car that didn't come with seatbelts and the company sending you a seatbelt kit and telling you to fix it yourself. That's what is going on here and it's pretty offensive. To be fair, the company hasn't been rude or anything, but I spent over $6k on a hot tub that didn't arrive with it's most basic element of insulation...and I'm literally paying for it in electricity consumption.

  

  Business Response

  Date: 02/17/2025

  The pictures that were provided to us from the customer do show the elected "extreme foam" upgrade, matching the invoice and production ticket. Additionally, we sent a foam kit to the customer and had advised of a work order for the extra insulation to be applied. Upon arrival, the technician advised that the customer had done the work himself, though he was notified on 2/4/25 that we were assigning a technician to the work order. The reference made about seatbelts is misleading, it would be more akin to "these seatbelts are 1/16" less wide than I would have anticipated and I do not like it." Cabinets are not air tight and the electrical components can not be foamed. Thermal pictures show the expected outcome of the hot tub being hot in temperature. Adjusting the temperature when not in use, would decrease the energy expenditure and add life to components. 

  

  Business Response

  Date: 03/19/2025

  The customer and company have come to an agreement to resolve this matter privately.

  Customer Answer

  Date: 03/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22888947, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought our spa on June 29, 2024 from Aqua Living Factory Outlets in Peoria, AZ (owned and operated by LPI Inc. Jackson City, TN) for nearly $11,000. It was delivered on Aug 27, 2024 with issues that needed resolve. I had been working with the corporate customer service and the CEO’s assistant at LPI, ******* ***** to resolve this matter for over 2 months. The most recent statement from ******* ***** was the final straw. “We as a company do not have to inform customers when equipment is switched, we have the right to preform equipment switch outs at our desecration.” I think she meant “perform” and “discretion”. The Arizona Attorney General has put them on their watch list now (as of mid-December 2024); however, the company did not resolve our dispute after being contacted by the Attorney General twice. Speaking with the Attorney General’s office, the Better Business Bureau was one of the recommended places for further resolve. Because you only allow 2k characters, I could not include background specifics. See full background letter LPI-AquaLiving BBB Document 1.2025.pdf, Email correspondence with LPI-******* *****.pdf, and other relevant attachments that will be uploaded. To summarize: • We were deceived about the product we purchased. • Chiller does not work as marketed and described in the showroom. • Bluetooth does not operate as marketed and shown in the showroom. This is a safety/cost risk to me as a consumer of this product and company. • I’ve continually received conflicting and inconsistent information, deceiving me as a consumer of the product that was discussed the day we purchased with this company in their showroom. • Based on this nationally based corporation’s final and concerning statement of “We as a company do not have to inform customers when equipment is switched, we have the right to preform equipment switch outs at our desecration”, it's apparent other avenues for resolve are needed for this bait and switch. • Discount warranted.

  

  Business Response

  Date: 02/10/2025

  As a manufacturer, modification to production design and component substitution is solely at our discretion. Product modification is a general practice in business.  We do own the trademark and intellectual property of ‘AnyTemp Chiller and Technology.’ This technology and patent are in use for our Catalina Line, amongst other brands. The unit that was shown and demonstrated in store with the customer did not have a chiller in it. The model that was purchased did have a chiller. The topside control in use for this feature from our manufacturer is not a Spa Touch 3. The temperature for this version of the chiller can only be set to 70 degrees as a safety feature. We do sell cold plunge units that can be set much lower. There are different models and applications of this technology; a specific model of chiller was not advertised for the Catalina Carlton. The Bluetooth concerns are a direct result of the topside that is in use to control the chiller. The customer purchased an Aqua Living spa from an Aqua Living location that was not advertised on the Atera website. Aqualivingstores.com/product/carlton does not indicate a temperature range for the chiller, nor does it specify the functionality of the Bluetooth.  This information has been provided repeatedly over the last few months to the customer and in response to every complaint levied. We understand that the stance is dissatisfactory, but there will not be a discount for having received specifically what was ordered nor will a custom modified unit (outside the scope of what is manufactured) be offered.
  

  Customer Answer

  Date: 02/12/2025

  
  Complaint: 22865414
  
  We are rejecting this response because:  the salesrep employed by AquaLiving, owned by LPI (who manufactures and is the customer service arm of the spas)  represented the product as we understood (by LPI's websites!) and asked specific questions for clarification.  We were informed and a product was represented, confirming the information we had, by their employee (who is no longer with them) that was different than what we received.   This is bait and switch.  

  This company has many complaints due to their practices and do not give any concern to customer issues.  I have discovered that customers of the Atera firm they purchased also experienced significant issues with customer service and LPI.  They don't stand behind what they sell.

  The attitude this organization has towards its customers is reprehensible.  No concern about the misrepresentation that came from THEIR employee.

  I bought one represented product and received another.  Offering some sort of "we apologize" verses dismissing the customers concerns the way their representatives have is not a sign of a company that cares one iota about their customers.  Now I have a concern with the warranty of an $11,000 product.  

  Unfortunately, the information I've gained about this company since purchasing is alarming.

  This firm doesn't even provide proper operation instructions for the chiller they purchased from Atera.

  A company that cares about customer satisfaction and the misrepresentation of their product would offer something - a simple credit for the difference in what we received and what was actually SOLD to us.  It's that elementary to honor your clients.  I wasn't even offered any free maintenance product for the trouble we've experienced.  Rather, I became the problem.  An attitude of how dare I expect the product to be represented accurately is unfathomable.  LPI chose to keep the Atera website up for many years after the purchase until I raised the issue with the AG.  Now they take it down?  Not a good appearance.

  If I could return the spa for a FULL refund, I would.  A social media review while okay, doesn't work as there are services that remove bad reviews.

  Show some sort of customer satisfaction concern and offer something other than an unconcerned dismissal of the issue and misrepresentation that occurred!

  This is more about future customers than anything, and we will do all we can now to ensure others don't experience what we've experienced and line the owner's pockets with profit.

  A simple customer service gesture of a small credit would have avoided all of this hassle.  How unfortunate.

  Sincerely,

  ***** ** **** *****

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my hot tub in March of 2023. Since that time I have had nothing but issues with the hot tub. I have had to filed three separate cases for repair. These have been responded to and fixed. The issue is that I just again have manufacture malfunctions with the spa. The only way to file a complaint/request for repair is to contract the dealer for them to file the claim. I've attempted/left voicemails on several occasions over the past four months with Urbandale, IA Aqua Spa and they will not return my call. Repaired claims include: Damage to wall upon arrival, Jets falling out, Control panel bad New issue the remaining jets have fallen out. In my opinion this spa is a lemon with so many continued issues. In addition, I use to be able to log in and see my payment account. There is no option to do this anymore. As a credit agency I should be able to track my payments and amounts owed but you all do not even send bills.

  

  Business Response

  Date: 01/20/2025

  Warranty service is most easily accessed through the customer service line 423-349-2900, option 6 or *********************************** as indicated in the manual, warranty paperwork, and website. Our records indicate that the customer will be contacting warranty services again, when the weather is more manageable. Unfortunately, finance agreements are handled by a separate finance company. They can be contacted using option 5, when calling the previously provided number or by means provided in your billing statements/payment reminders.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Catalina Carlton spa in 2022. In the 2 years since it was installed there have been multiple issues: 1. The control panel crashed. They sent me a replacement. The replacement has since failed, and they sold me a third replacement as any additional ones are not covered in the warranty. 2. The 3 top mushroom fountains and one jet in the tub have cracked and failed. They sent me replacement ones, but I had to pay for the labor to install. 3. There was a major leak in a connection and the water would drain under the tub as soon as the jets would turn on. I have not yet submitted this case to LPI as I am waiting on the bill from the tech who fixed it. 4. 2 more large jets in the base have fallen out and there are plastic pieces floating in the bottom of the tub. It is cheap plastic holding them in and they crack and break very easily. 5. The breaker to the tub is tripping. The tech told me over the phone it is most likely the heating element is out and will need to be checked. LPI says any labor costs are not covered, and the tech needs to verify before they send the parts. About everything that can go wrong has so far. But when things are fixed, they seem to continue to break. I don't know if I got a bad spa that should have been rejected at the plant, but I have spent too much in labor to continue to fix things that break on this. The customer service people are very nice and reach out right away, but I have had too many issues with this inferior spa.

  

  Business Response

  Date: 01/14/2025

  Please see the attached governing warranty. A replacement spa is not approved. We have and will continue to honor the warranty as written.

  Customer Answer

  Date: 01/23/2025

  I get the letter from BBB 8 days after the letter was written stating it will be closed within 7 business days.  The company didn't respond.  They just sent their warranty which is not a response.  Their poor performing and terrible product breaks, they sent similar bad parts "under warranty" that continue to break.  I have gone through 2 Motherboards (main controls), 6 broken jets, a cracked connection that leaks water, a heating element that is currently not working and the lights don't work.  This has been constant problems since it was installed.  Complaining does nothing.  They just send the warranty as a response.  I thought the BBB would help protect consumers.  

  I know the warranty - my issue is the junk they are selling, and BBB has them rated as A+.  Just because they have a warranty doesn't mean they are supplying a good, working product.  I absolutely DO NOT want my case listed as closed since they did not respond to my issues.

  

  Business Response

  Date: 02/05/2025

  The response was that we historically and presently honor the warranty provided with your purchase. We are also available as a general resource through customer service. For some concerns, such as changing a jet or waterfall feature, speaking with us or watching a video from our website could have spared the expense of a technician's visit. We have shipped components to your local store. We will coordinate with you to ensure they are picked up and that your current concerns are resolved.

• Initial Complaint

  Date:12/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in contact with LPI, Inc. in regards of my spa. It’s a Catalina Berkshire and still under parts warranty- I have an email stating this coverage from the LPI customer service team. Upon asking for parts to complete the service done by my technician, an authorized service technician of LPI, also have this email. I was told by their parts manager ***** that they can’t help me because they no longer carry the part needed per the invoice from the technician. I was instructed to call Gecko-the parts manufacturer. I contacted them and they said that’s not correct and that we need to go through the spa manufacturer as per their policy. I then called ***** back and I have been ignored now for almost two weeks. I left messages that I have recorded and date/time stamped. I just want the part warranted per their promise in their email. I have been trying to get this fixed for months now. I want the parts covered under their promised warranty. I will pay the technicians labor.

  

  Business Response

  Date: 01/10/2025

  We were able to come to an amicable resolution privately with the customer. She will be contacting us following receipt of the direct purchase.

  Customer Answer

  Date: 01/10/2025

  
  Complaint: 22736635
  
  I am rejecting this response because:

  The warranty offered is bogus. You don’t offer a replacement option; because you say you don’t carry the product anymore, but you won’t even cover a percentage of monetary value to replace the bad part. I’m left with a non-working hot tub and your remedy to this was to offer me filters and chemicals….for what? The hot tub doesn’t work so what good are the filters and chemicals? I am not satisfied with your attempt to fix this. Why do you offer a “warranty” when that is actually not an option. My hot tub doesn’t work. LPI does not care and therefore the warranty is bogus. I have spent thousands of dollars trying to get this fixed to no avail because LPI will not follow through with their “warranty”. I also called Gecko, they said it’s your responsibility to get the replacement part and not that of the customer. There are many reviews just like mine for LPI. You guys do not value your customers. 
  
  Sincerely,
  
  ********** ********

  

  Business Response

  Date: 01/16/2025

  We do value our customers, but also adhere to standard operating procedures. A representative left a message for you concerning the 'year 4' prorated component warranty. Please return contact at your earliest convenience to resolve.

• Initial Complaint

  Date:12/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased new spa on 10.08.2024 at the State Fair of Texas. Spa delivered 11.18.2024. We have been unable to start up the spa - see pics of error message (Call for Service). We have made multiple calls to the sales person and to LPI's customer service line, they continue to ask us to "troubleshoot". We requested LPI to send a service tech to start-up the new spa, LPI is either unwilling or unable to send a technician out to inspect and start up the spa. We would like LPI to replace the unit with a new, working, unit.

  

  Business Response

  Date: 01/02/2025

  It is not unreasonable to request as much information as possible to make an educated decision.  A technician will be contacting you shortly to coordinate a service date. 

  Customer Answer

  Date: 01/16/2025

  ***** * mistakenly reports that I did not respond to the businesses message. I absolutely did respond, see my response date 01.08.2025.

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a "Luxury" spa from Aqua Living/LPI, delivered on October 9, 2024, and have encountered issues with its functionality and the company’s response. Product Issue: Upon installation, I discovered the ozone system only operates with Low Jet 1 rather than the circulation pump, meaning it runs sporadically during spa use or brief cleaning cycles. This setup is highly ineffective for maintaining water quality, especially since I use the spa only once a week. The design prevents proper sanitization, making it difficult to balance the water. I should not have to deal with this for the life of the spa. It is unacceptable. Customer Service Response: I submitted a ticket requesting a technician to reconfigure the ozone system for continuous operation, but the company stated: “This is how the ozone in the spa is designed to run.” They suggested I manually operate the EE pump on low speed for continuous water movement, which is inconvenient and not in line with the automated functionality I expected from a luxury product. My case was closed without resolution, leaving me with an underperforming product and no support. Impact: This issue has resulted in excessive water maintenance, frustration, and a product that fails to meet advertised standards of luxury. Resolution Sought: I request Aqua Living/LPI to: Reconfigure the ozone system to operate continuously with the circulation pump. Provide a technician to address this issue at no cost to me. I am seeking BBB’s assistance to ensure Aqua Living/LPI resolves this issue and upholds the quality expected of their products.

  

  Business Response

  Date: 12/02/2024

  The ozone sanitation is not advertised as running continuously. The low speed of the primary energy efficient 2 speed pump can be ran as a circulation pump and is designed to do so (filtration cycles). Ozone is a complimentary sanitizer. It will not replace the need for chemical/normal maintenance. Unfortunately in this instance, there is not a different outcome to better align expectation vs what is advertised and provided. 

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a spa from aqua living in mobile Alabama. I even purchased an extended warranty. The spa ran great for almost a year. After approximately 10 months the spa keeps tripping the breaker. I contacted the warranty department and they refuse to send a technician out to Troubleshoot the problem. The warranty department is saying that it is a wireing problem. I had an electrician come out to troubleshoot the problem and the electrician is saying there is nothing wrong with the wiring. After Contacting the warranty department, they said to change out the breaker to a different brand which I did, and the problem still exists. The warranty department is still refusing to send a technician out

  

  Business Response

  Date: 11/25/2024

  Our records indicate that a technician was on site 11/20/24 and that the matter is fully resolved. Please let us know if we can further assist.

• Initial Complaint

  Date:10/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the Catalina hot tub from them upon delivery tub arrived scratched up damaged and defective have been treated poorly by some employees knowing that I am disabled and been desperately trying to get it repaired so I can do aquatic therapy as prescribed by doctors I have seen over 150 photos and videos to still be treated poorly received the wrong filters and other items I paid for extremely late.was told by Ashley very mean hire my own technician to get measurements and access the problem and send to her paid $600 for that when they knew measurements of their cover employee in Sales Larry had to pay $700 +199 for shipping or let the bars hang out of panel use as a towel holder and go with a cheap cover.while warranty active & damage apon delivery was sent to Whitney whom sent a cover with a crack in it and rubber seals lifted up a long with a contract technician who suggested another cover on his invoice which I should have what my last money had paid for was told a different one was more expensive and warranty would be less tech tried to install crack cover drilling holes in both panel and cover ruined pistons and hydraulic sent pictures instead of sending tech to correct inspect only scratches still & tub unusable since delivery was told take pictures fell bruised everywhere bed bedridden weeks other’s injured walls and floor damaged blood pressure stayed extremely high anxiety attacks due to this company got a email Whitney today stated I have to pay $150 cover & pay tech to fix all repairs over something that should of been fixed never delivered like this after all money I have spent also 3xThumbtack guy to clean because the tech drilled white balls everywhere after guy cleaned the second time covered their tech uncovered purpose again after he knew I paid twice because of his mess and dirty again and they expect me to pay they or the tech who screwed up are responsible not the disabled woman who has been patiently waiting put through hell to fix .used 1

  

  Business Response

  Date: 11/07/2024

  The company is providing a full replacement Tuff Cover and is shipping it to the local store for pickup. The labor warranty has lapsed and pickup/installation of the cover will be the customer's responsibility.

  Customer Answer

  Date: 11/11/2024

  How could the case be closed when the tub is damaged arrived damaged and defective and as the pictures show their technician caused even more damage the jets and panel doesn’t work the technician drilled unnecessary holes in the side panels and damage to my property due to their defective equipment.And as I left a message on your voicemail Kathy F they also forged my signature as I asked for a return call didn’t receive one back all information & proof have been provided to higher authorities. Another damage cover will not fix all the defective & damage tub that arrived horrible and now their contracted technician made it horrific and the only reason they are shipping another probably damaged cover that won’t correct all issues with their defective equipment is because they know they committed a crime FORGERY