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Complaint Details
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Initial Complaint
08/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered and paid in full of a Catalina C621 Swim Spa on June 18, 2020. Delivery was set for September, 2020. The unit finally arrived on May 5, 2021 after months of promises of sooner from LPI, Inc. The unit came with no manual (aside a universal manual they sent me for all the units which gives misinformation as to the specific care and operation of my unit in particular) and there are many problems with the functionality of the unit upon delivery. The finished panels on the unit were screwed in with non-stainless steel screws from the manufacturer, and in order to get the screws undone to service the unit it caused a few of the panels to crack. We then replaced all the screws with stainless steel screws. There are many other problems with the unit that I've had many conversations with several employees at LPI. Conversations all with empty promises of getting back to me and having the unit serviced under warranty. I have included an email I sent a month ago with no response.Business response
09/07/2021
Business Response /* (1000, 5, 2021/09/07) */ I show that the technician assigned to the case is waiting on pictures of the keypad and acrylic damage s that the issue can be properly resolved. We will reach out to the customer, again, today to ask for those. Consumer Response /* (3000, 7, 2021/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I see that the business responded to this complaint on 9/7/21 indicating that they are awaiting information from me. I found this part comical as I sent that information to them on 7/23/21. On 9/8/21, I resent my email that I originally sent to LPI 7/23/21. Within that email on 9/8/21, I wrote a note in the email indicating this is the information they were looking for from their response to the BBB claim; including pictures of the keypad, etc. Another portion of their response indicates that they were going to reach out to me. There has been no effort on their end to do so. They did not even acknowledge they received my email I sent on 9/8/21. Business Response /* (4000, 21, 2021/10/12) */ LPI, Inc has been in contact with the customer and a technician is being dispatched for the repairs. Consumer Response /* (4200, 23, 2021/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) 10/21/21 - I just sent LPI a 4 page document detailing the problems along with several pictures as they have requested. The ball is in their court to remedy the situation. However, at this time, until LPI makes an attempt to remedy the problems this case should remain open.
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Customer Complaints Summary
263 total complaints in the last 3 years.
59 complaints closed in the last 12 months.