ComplaintsforLPI, Inc.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hot tub has not properly functioned since delivery on December 23, 2022. Monthly, sometimes weekly phone calls have been made. All defects were reported on day of delivery. Problems include both mechanical and cosmetic. Except for the last technician, the problems have been made worse by technicians sent out by LPI. We have also asked to have our warranty start the day we have a properly functioning hot tub instead of the delivery date of 12/23/22. LPI does call us back in a timely matter, however we get a lot of promises, but not many answers. When you contact LPI, you dont have the option to have a specific person call you back, so we have to go over everything, every phone call. When I ask to talk to my case manager or a supervisor or someone who can expedite this, they tell me that's not possible, but they will send my requests to my case manager. Jacqueline, who is supposed to be over my case manager finally called me in November. She made promises to get everything take care of, but nothing has happened. Monday, December 18th, was the last communication and was with my case manager who told me this was the first she was seeing my file (I have spoken to her in the past) and would need to call me back. As of today, she has not called me back. I have spent hours on the phone going through everything with so many customer service people. I have sent pictures, I have spent hours at home waiting for technicians to come and leave with the hot tub still not functioning. At one point I asked them to just come get the hot tub and refund my money. I was informed, "thats not how it works". I have to give them the opportunity to make it right. I believe a year is more than enough time.

  

  Business response

  01/03/2024

  We apologize for the frustration. Our technician, ******, has tried to contact you on multiple occasions to coordinate a service date. Please return his call or respond in general, so that we can move ahead in resolving your concerns. 

  Customer response

  03/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: No action taken

  Please send in writing a current warranty document with the date my warranty will start
  

  
  Sincerely,
  
  ****** *******

  

  Business response

  03/07/2024

  We have more mister components shipping with FedEx tracking: 713307937585 and an estimated date of arrival of 03/08/24 . A request to have the hardware and skirting corners expedited has been made. We apologize for the difficulties experienced on all fronts with this repair. The warranty will be renewed as soon as the service is completed in this instance. We can send out an email advising of the new effective date at that time.
  
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Hot Tub from this company in September 2023, it was delivered to my home on October 24 th, it did not work properly the day I recieved, it had a surging issue, it would just surge water through the jets then stop after a minute. The company sent a technician and a new pump about two weeks later. The pump was installed, the technician said that should fix the problem. Later that day I realized the tub was not working properly, it was heating to temperatures beyond the set temp, the temp was set to 104 , it is heating upto 105 degrees and the heater and jets are still running, it runs almost non stop. I notified LPI about the issue, they did get back to me and suggested changing filtration settings. I did change the setting to what they recommended. The problem continued, I had two or three more phone conversations with them over the course of the next couple weeks, I was told it is normal for hot tub to heat a lot in Wisconsins cold weather. I did inform them that it was heating non stop and beyond the set temperature. They said it was unusual, they again told me to check the settings, the setting were the same as I had set them to, so this was not the problem, I then called them when I did not hear back from them as to what they were going to do about the problem, and I told them that my electric bill was rapidly increasing because the tub heater would not shut off. I informed them a week ago from today that the circuit breaker had tripped while I was in the hot tub and that the temp was still at 105 and the heater was still running, and that now the cool temp button was lit up and would not go off. I informed them that the tub is defective. I was told to open up the access panel and take pictures of the wiring. I did as they asked, I again reminded them that this is urgent, the tub is still running and over heating. I also sent an email remindiing them about the problem. It has been about 48 hours since sending them the pictures, no one has contacted me to arrange for a technician. I do not believe at this point that they have any intentions of repairing the tub. A full refund or replacement is what is needed.

  

  Business response

  12/28/2023

  The issue was resolved to our knowledge following troubleshooting with customer service and our in house technician. A new service request has not been submitted. We continue to be available to answer any questions and honor our warranty. We hope you enjoy your new spa!

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Really really disappointed in service and company as a whole. Delivered on November 10th, been in it once!! IT Is leaking all over. Got a work order number FINALLY on November 28, still nothing. If I call, I am usually in a queue for up to 16 callers ahead of me. They have managed to get 3 payments though, no problems there. I wish they would just come get the thing and give me all my money back including the terrible delivery charge. They are what has caused all the leakage by their delivery method. Very very unhappy!!!

  

  Business response

  12/29/2023

  We apologize for the delay in receiving a response to our bid requests for your open work order. The executive assistant was able to speak with the customer today to advise of our path to resolution, including the radius extension. 

  

  Business response

  02/20/2024

  Our records indicate that the leak was resolved on 02/15/24 with the point of origin being an auto fill valve. We did want to advise of the technician's concern of "missing" gas springs on the Tuff Cover. Tuff Covers for the Catalina Kennedy do not include these and everything is intact on your cover. 

  Customer response

  02/22/2024

  
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a Catalina Kennedy hot tub manufactured by LPI, Inc. As soon as I filled it, it started leaking. I filed a claim, which I had to take the hot tub apart and take pictures of it leaking before they would do anything. The technician came out on 11-16-23 and checked the leak and said it needs parts. He also said the cover needed to be replaced. They had me file a second warranty claim for the cover, which they denied. To repair the leak, the hot has to be flipped over and the bottom removed. I think this repair will be better suited at the factory to get a quality result. I want them to replace the hot tub with a new one without problems and fix this one at their leisure.

  

  Business response

  12/11/2023

  A service technician is scheduled to complete the repair on 12/15/2023.

  

  Business response

  01/30/2024

  The cover was reviewed in November 2023, and there was not evidence of warping or an ill fit. It appears as all other Tuff Covers. It is not abnormal for a small amount of pooling in sections. The ABS panel will be shipped on the next Full Truck Load to your local store. This is in addition to the panel pieces that are enroute. The insulation will be replaced as well during the final work order. The spa is fully functional, and the cosmetic concerns will be resolved promptly. We do apologize for the delay in complete resolution.

  Customer response

  02/06/2024

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The hot tub as been working for 6 months then pump 1 stopped working. I was originally told that it was the interface and they were going to replace it. They needed pictures so I sent them. They closed the case. I contacted them again and they said oh we needed more pictures but never got that request via email. They opened a new case and said they needed pictures of the breaker and what outlet it was plugged into. It has been plugged into the SAME outlet for 6 months but I provided them. They then just closed the case saying it was a 15 amp and had to be a 20 amp. Again this has been in the same outlet for 6 months working fine. The previous technician told me it sounded more like the lines needed to be bleed or the pump needed to be replaced but he needed them to approve that before he could do the work. There has been multiple issues with this company including a panel was broke during shipping which I still haven't received. It takes WEEKS to get responses and then you get the run around.

  

  Business response

  11/24/2023

  The skirting panel was received on 11/17/23 per FedEx tracking: 600895404119. The previous case from October was closed after receiving no response to three automated messages. Troubleshooting would be different for audio and general electrical/ pump pack issues. We are more than happy to continue assisting, if the issue is not resolved with the directions provided. - Do note verbiage in the manual and warranty advising of requested information submission, owner responsibility, and applicable exclusions.
  
  

  

  Business response

  12/29/2023

  We are standing behind our product, warranty, and procedures. It is not an impossible task to have your electrician follow a diagram or for an individual take a photograph that encompasses the entirety of the GFCI box. While we appreciate your profanity laced interactions with our representatives, we are eager to resolve your issue now that you have almost complied at the most basic level with our guidelines and requests. You have received email notifications that we are waiting for a technician to accept your work order. Coordinating a schedule date will be the next step after acceptance.

  Customer response

  01/16/2024

  I am now being told because the hot tub was convert to 240 which they told me to do that my warranty is voided. I need someone from the bbb to call me asap!!!!!!!!!

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased an hot tub in March 2023 from them at the Home Show in Buffalo, NY. Upon delivery of the Hot tub it took two weeks to reach 104 degrees and then wouldn't maintain it. Tech came out and determined that there was a manufactors defect, they never insulated the cover. They then jerked us around for months, sent boxes of little styrofoam balls for the tech to suck into the cover etc. Finally the tech said this doesn't work they need a new cover. New cover came and not only was it not the same color ( I was willing to overlook that) the cover they brought is warped and doesn't seal at all. I told them right away and opened a new service ticket. They closed it and said nothing is wrong and never even sent anyone to look at the cover. You can see that the cover is warped by looking at it. They now say that because one side of the hot tub is against the house it's our fault and the tech did the best he could. Not true there was nothing the tech could of done with the warped cover.

  

  Business response

  11/13/2023

  Management has approved a replacement cover. Please follow the directions outlined in the site preparation section of your manual to allow access for this service. Emails advising of the new case activity will be forthcoming.

  Customer response

  12/08/2023

  The company does come and replace the cover after filing this complaint. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this tub in May of 2021 and it was delivered 6 months later. I have had multiple issues with this tub. Jets, cover, control panel, heater element, lights, hinges. I am through with this tub and requesting full refund. I will be contacting the local news Chanel. I have been very patient and my issues are not solved at this time. I would like a refund for this spa.

  

  Business response

  11/10/2023

  While we apologize for your obvious frustration, there is a well documented history of your warranty claims being responded to and resolved. Currently, the missing hinges for the approved Tuff cover replacement have been ordered and will be expedited. -- this is the only current issue to our knowledge. Another service visit will be scheduled following their receipt. The unit was not purchased from LPI and is two years old. A return would not be approved by the merchant.

   

• Initial Complaint

  10/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 21st 2023 we ordered a hot tub, cover,cover lifter, steps, and railing. We knew it would be a bit, around 4 weeks, for them to be delivered. As of the first week in May we had hear nothing. Contacted the store and was told it would be delivered on May 22nd, it was but only the tub, cover and cover lifter. I called the store right away and was told the steps and rail were on back order so I canceled the railing as the tub needed to be empty to install them. We were issues a refund and the steps were about a month out. October 6th 2023 we still had not heard anything about the steps. I opened a case with LPI and waited. I got a response a few days later with no explanation just stated case closed. So I opened another and a few days later stated case closed information provided. Nothing was stated. So I called LPI 20 min on hold to be hung up on twice. My 3rd attempt I reached Ashley. She was able to tell me that our steps had been delivered to the store not to our house. She told me Melissa would be contacting me after she looked at the photos but there was nothing they could do as the steps were delivered and I needed to call the store. I called the store and the guy we bought from was no longer there but James was now in charge. I told him what was going on and he said he would look for the steps and call me back. 25 min later he called and said no steps were delivered. I told him it was months ago amd he said there was nothing there with my name on it. So I asked for a refund as it had now been almost 7 months since we ordered. He said no I was not his customer and there was nothing he would do. I told him I bought from. Your location so yes I am yoir customer. He hung up on me after telling me Melissa would call me tuesday Oct 10th. It is now October 26th I have no steps, no refund, and no phone call I just was my refund that I am owed for products not received but LPI and the Aqua Living in Mesa AZ refuse to do anything

  

  Business response

  11/09/2023

  We apologize for the delay and the unsatisfactory portion of the experience! The local store rep did reach out to us concerning. The cancellation of the stairs has been approved and a refund is forth coming. 

  Customer response

  11/13/2023

  
  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. If I do not see the refund you will hear from me again.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased this spa and part of the selling point was the "Lifetime warranty" for the Shell and Hard Cover. During the first 3 months, their repair person was out to our house 6 or 8 times, to repair internal leaks, pump and heater failures. He had removed the side panels for access, but obviously did not install them properly there are missing/broken-off screws and the sides are warped and appear ready to break. The cover is/was filled with Styrofoam pellets that began to leak out into the spa and the cover is completely deformed. Labels and decals, including the serial number are peeling and unreadable as well. I have been attempting to request service from their company's service request portal for more than 6 months but have gotten no response. Any help with this matter would be greatly appreciated!

  

  Business response

  11/09/2023

  Our records indicate two cases being created for your concern in September and October 2023 with LPI Inc. customer service- both were closed due to nonresponse. There was a former case form March 2022 in which you were directed to the then Tuff customer service. We will have a service representative reach out to you concerning.  

  

  Business response

  11/22/2023

  Proof of purchase is not really an unreasonable request however as warranties are only valid for the original owner. A new case has been opened and contact should be established to see how we can proceed.

  Customer response

  12/05/2023

  I apologize for my late response, I am in the process of moving across country, this should not be reason to let unscrupulous businesses get away with fraud…

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a $14,000 hot tub from them and it's never worked.

  

  Business response

  11/02/2023

  On your previous case it was advised that the current GFCI did not meet the requirements listed in your manual. If this has been updated, we would be more than happy to further assist with any warranty claim.

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