ComplaintsforLPI, Inc.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Circulation pump has gone and need to be replaced. at the time of purchase the tub I was inform and confirmed by LPI two weeks ago, that parts are cover for 5 years and labor for two and now the case is closed because they said is not cover, this is not fear to lie just to sell and item and then change the coverage when is actually need it. i buy this tub 2020 and parts should be cover until 2025. i ok to paid for labor but not for parts that broke to soon.

  

  Business response

  11/01/2023

  You did purchase from a dealer that is no longer in business and they would be responsible for your warranty. Management has approved a one time courtesy of a prorated purchase. A representative will be reaching out to you shortly!

  Customer response

  11/03/2023

  
  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.

  We just get in an agreement, I will get back to you after I receive the part from them if any issue occurs, if I do not get back to you means all are good. thank you for your help on this matter really appreciate it

  *******

  
  

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

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Warranty Issue. Six months looking for warranty service from LPI, Inc after sale, from right out side box with no definitive resolution. The plumbed pump system is not up to specification and pool control valves are inoperable. All issues are after the fact. Closeout panels literally fell apart when removed. o Hoses protrude outside the envelope of the structure causing a panel to warp and buckle, with only (2) screws to secure it at the bottom of the panel, all others have (4) attach points. · (2) 2x4 wood structure members not secured (2) screws on each member sticking out all the way and not toe nailed in. · Loose electrical wire. · Water leaks. · Spray foam insulation sporadic and sprayed intolerantly all over the place. · (1) valve handle knob found broken off at delivery. · (1) diverter valve making loud harmonic noise. · (1) accent light is out, not working. · (2) headrest do not match or fit. · Control Panel (music) icon inoperable, greyed out. · (6) spa cover clips missing. · Natural minerals (2) pack not delivered.

  

  Business response

  11/01/2023

  An LPI Service Agent is scheduled to complete repairs on 11/03/2023. He was on site last month, resolving the noted panel concerns. We appreciate your patience and look forward to resolving your concerns!

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased the Hottub in Feb of 2020, the tub has been leaking for a few months, I've contacted customer service, and entered the option to receive a callback, but nothing. I filled out the online form for someone to reach out, but still nothing. Just frustrating I can't find someone to come look at my tub.

  

  Business response

  10/23/2023

  The Labor Warranty on this unit has expired, however a representative did provide the customer with a technician's list for the area. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  LPI delivered a leaking hot tub/ spa and has refused and continue to refuse to repair, replace, or refund my money for the leaking hot tub/ spa. I have not been able to use the hot tub/ SPA because the leak its so pervasive it empties itself. LPI has not taken urgency in resolving this matter to the point that two years have passed and now the company is saying that they wont help me because the factory warranty expired. LPI has not taken responsibility or corrective action on the leaking hot tub/ SPA it delivered to me. This company stole my money (by delivering a leaking hot tub/ SPA), has made me go through a nightmare, and now I'm stuck with a hot tub/ SPA that leaks and I cant use. I have plenty of messages, emails, and other supporting evidence I can share. The public deserves to know to NOT buy from LPI.

  

  Business response

  10/23/2023

  The documentation provided is for two separate spas. The serial number, 14065, you presented with your first warranty claim in October 2022 is for a Plug and Power product. Please see the attached warranty information for your product. You have correspondence with us as recently as August of this year, advising that we had provided you with parts for the repair in November 2022. Labor would not be covered and the parts were already received.

  Customer response

  10/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: LPI continues to refuse to repair, replace, or reimburse me for the money I paid for the leaking hot tub/ spa. The company delivered a malfunctioning hot tub/ spa that has leaked from the bottom since day 1 and has not made any effort to fix the situation instead continues to deny its responsibility for delivering a defective/ leaking hot tub/ spa. The warranty documents clearly indicate the hot tub/ spa has warranty on labor (6 months) not honored, surface (5 years) not honored, structure (5 years) not honored and structure is already damaged by the leak, plumbing (5 years) not honored, components (5 years) not honored, other warranties (5 years) not honored. LPI needs to give me my money back if is not going to repair or replace the leaking hot tub/ spa. To all citizens, do not buy from this company. The hot tubs/ spa leaked and malfunction and the company doesn't honor the warranties and just want your money. There are many many BBB claims made against this company.

  Respectfully, 

  
  Lissette Nadal

  

  Business response

  11/02/2023

  We understand the frustration, but the selective interpretation and intentional exclusion of portions of the warranty is not productive- It is attached on this case file. Our stance remains the same as our previous email to you: "The leak reported to us on 10/12/2022 was out of labor warranty. We sent you the parts so that your hired technician could make the repairs. You stated that you do not have the parts due to the 'local vendor/technician may have kept them.'  We can get you in touch with our parts manager to purchase the parts needed. We provided you the initial parts needed for repair under warranty and they were delivered to you on 11/2/2022 @ 1035am and left at your front door under a brown chair. We cannot justify a second replacement as it is at no fault of the company that you do not have them. As for the damages due to this leak, those repairs will be at your expense. Had the leak been reported/discovered in a timely manner, the damages would have preventable." This offer is still available. 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a hot tub in may of this year. First issue was they told me I didn’t need a concrete slab poured for a base which I asked during the purchase because I couldn’t afford additional costs sales person lied so that cost me an extra 1000.00. I didn’t receive the hot tub until august which was a few months late. They charged me for a payment before I received the hot tub also. The tub was delivered and the delivery guys left all the trash and packing material in my yard. The hot tub started leaking when it was filled up and I had to remove all the panels and seal the one leak I could reach. the top gaskets to the lid fell halfway within an hour of having it. Then the screen which runs the whole tub stopped working same day and some of the features also didn’t work like the speakers were in and off and the mist doesn’t work so this tub is brand new never used and is just costing me electricity every month and can’t be used. I’ve made a dozen calls to the two and the company to which they both say to talk to the other person I want my money back and for them to take the tub from my property they said they don’t do that and there’s no one I can talk to about it. They said they were gonna send all the parts and a technician out. They sent one part which was wrong after 6 weeks and the technician came yesterday and told me there’s nothing he can do and that this tub is made very poorly. So I’m back to square one with no resolve and out over 7k at this point not including the other 9k I have financed through awualiving/lpi inc. also some of the extras I bought like the stairs showed up weeks after delivery of the tub and now the concrete slab I paid to have put in is covered in Algae from the leaks. This has been a long miserable experience and they refuse to make it right the tech told me it would be months before he could even get the parts and come back I just want my money back and the 2800.00 extra I had into spend for the electrical and concrete slab.

  

  Business response

  10/11/2023

  Components were received on 10/04/2023  with FedEx tracking number: ************ and  on 10/07/2023 per FedEx tracking: ************. The previous technician did assist in diagnosing all the issues. A new work order has been created and is being assigned to resolve all of your listed concerns.

  

  Business response

  11/09/2023

  There may be some confusion. LPI Inc. is the manufacturer of these units and handles their warranty services. The technician advises that everything was completed during the service visit. If an issue with the mister remains, this would need to be reported to warranty services. LPI Inc. did not sell you the unit or assist in financing options. We would not be able to authorize a return at any point. Additionally, all water and chemical costs are the responsibility of the owner, as well as maintaining their property (this includes cleaning). A representative will follow up concerning the mister.

  Customer response

  11/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is not acceptable in anyway them saying there not liable in anyway? I’ve talked to the finance and the sales person and they have all said that I need to reach out to the other. This is a Scam. Once the sales made no one is held liable? And the cost of filling and cleaning on top of the hundreds in wasted electricity I will not be covering. I also will not be covering any losses I’ve had to take already due to the negligence of any of these parties
  
  Sincerely,
  
  **** ********

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Catalina spa from the Urbandale store (lpi) in Iowa in 2020. Control panel not lighting up now so no functioning jets, etc. Having purchased an extended warranty (correspondence from Lpi) indicates they received it. Every 2 days we get a “need more information/copy of warranty” on an email we cannot respond to! Everything about this situation has been frustrating and, quite honestly, total dishonesty and unprofessional on the part of the store where purchase was made as well as customer service reps at Lpi. I have spent hours on hold before talking to a rep several times and zero has been resolved. Sent detailed email to CEO tonight so see where that takes us. Thus far, the worst customer service (at both ends—-seller and lpi support) that we have ever encountered. I hope the next message isn’t that “time had run out”! and again case closed (that’s already happened once). Our request is not unreasonable—- send us the part (uploaded pictures sent) and a technician to install it—-in a timely manner. Will continue to be in touch with BBB and CEO until there is a resolution. Unfortunately from other comments above, the CEO may not be as anxious to help as the recoded message when on hold indicates. Frustrations at an all time high.

  

  Business response

  10/09/2023

  The topside arrived on 10/2/2023 per FedEx Tracking: 633305091003. LPI Service has been actively trying to schedule the service date with you. The earliest availability is this upcoming Wednesday.

  Customer response

  11/04/2023

  Re:LPI Spa purchase (Urbandale,Iowa-Aqua Living Center). 
     Today (11-3-2023) Technician Aron C. Serviced the spa (still under warranty). One component still missing that he took pictures of and he will request that be sent. This should wrap our endeavor up. To not be 100 % negative in comments we were, after much go-around, appreciative of Aron (polite/prompt/did what he said he would do), as well as LPI rep ******* who took over our case. 
   Having said that, for someone looking at purchasing from this company, you better have an abundance of patience and much time to spend on the phone (on-hold forever, and endless emails) back and forth. From being told warranty not found/expired to case closed it seemed there were frustrations at every turn. When the case got turned over to one person, this helped (should have happened from the get go). 
    Very glad to be near the final resolution of this complaint.  Thank you. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was sent a front panel for my hot tub in August, 2022. The replacement panel was clearly defective and it has been separating at the seams, This is NOT a warranty issue, it is a recall issue and they should send me a replacement panel asap. They are refusing to do so claiming that the panel is out of warranty. It is not a warranty issue it is a recall issue. I am asking for LPI, inc from Johnson City, TN to replace the panel immediately at no cost to me and have them install as well as soon as possible. LPI, inc has pictures of the panel already and they agree this a defective panel.

  

  Business response

  09/15/2023

  Your spa was delivered 12/15/2021. Please review the attached warranty provided with your spa at point of purchase. The components warranty verbiage from your manual states: "Some factory installed components including, but not limited to the ozonator, salt system, jet faces, skirting, Blowers and related components, Mister, Lighting, Audio and video components, speakers and related parts, the spa cover and pillows are warranted to be free from defects in materials and workmanship for one (1) year." - The warranty is provided from date of delivery and replacement components are bound to this original date. Management has reviewed your request and **** not be be complying. Misrepresenting correspondence and threats are not particularly conducive toward amiable resolution. A consolatory offer is being sent.

  Customer response

  09/18/2023

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

  The replacement panel that was sent to me in 8/2022 was defective and not assembled properly.  This should be a recall matter and not a warranty matter.

  To resolve this I would be willing to cover the shipping cost of the panel if LPI, inc would send me a replacement front panel.  LPI, would also need to supply an installer to install the panel.

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

  

  Business response

  09/22/2023

  Please reference the provided material regarding your warranty. The option available to you, as an accommodation, was provided via email. Your panel did not become defective after a year of unknown external factors. A technician **** not be installing your panel. We remain available to honor the product warranty as written. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a hot tub last year from this company. We received the hot tub in June and it’s been an absolute disaster dealing with this company. The hot tub itself has been great to use….when it’s worked. In March, our control panel stopped working. We contacted customer service who ordered a new one and said it would be here within a week. It was installed in mid June. It took us numerous customer service calls to get the service tech to show up. We then noticed we had a leak. After numerous calls again to the company, we were supposed to get a service tech out. He twice told us he would be there on a certain day/time and didn’t show up on either. Finally he showed up. He didn’t fix anything, instead leaving without saying a word to us. He then told us he ordered a part to fix it. But after calling customer service, we found out he never ordered the part at all. Customer service assured me that they would get it ordered that day. I called back a few days later. They hadn’t ordered it either. Both lied to us. We finally have received the part. We contacted the service tech. He refused to respond. Called the company. Requested a different tech. Anyone else. They refused. He told us a specific day/time he would show up to fix it. He never showed up AGAIN. Our hot tub hasn’t been operational in now 6 months with no end in sight. We’ve called customer service over 20x, requested to speak to supervisors/managers, requested different service techs,..:anything and everything. We have no idea what else to do. At this point, we feel the company certainly owes us not only the repairs finally but also more for how they have treated us in this process. Not a full refund but some financial ramifications. I’ve never been a part of anything like it. I emailed their top customer service they have allegedly and never got a reply.

  

  Business response

  10/02/2023

  The leak was previously resolved and our technician has been in correspondence following other reported concerns. Most recently he was on site today.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a spa from Tuff Spas in Arizona December of 2020 but it was not manufactured and delivered until March of 2021. This company has now been sold to LPI, Inc. Our motor died on the hot tub and we have a written warranty from Tuff Spa that guarantees a 3 year replacement warranty on the motor. LPI is saying that they now only offer a two year warranty and since we are out of that they will not honor our warranty even though our original warranty clearly states 3 years. This is a breach of warranty contract and we do not want to pay $700 for a new motor that is still under warranty.

  Customer response

  09/05/2023

  I have spoken with the company and they are honoring the warranty and sending a new pump hopefully in 7-10 business days 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Back in July 2023, I had the pump on my hot tub die. I called LPI and was told that I needed to get the pump replaced and then to send a receipt to them so that I could get a partial reimbursement for the pump as I have a 5 year warranty. I emailed LPI and was instructed to send the receipt for the pump to them (The person I spoke to was ***** *******   I then attempted to follow up with her 21 times and never have gotten any response back. I called many times on the phone and finally spoke to Another rep ******* ******** -  She said she would help get this moving for me. I am still waiting to get my partial refund and to this day have not heard back. I have an email trail of 21 different emails that I can provide if needed.

  

  Business response

  09/14/2023

  Your request was resubmitted to management, and the initial decision remains: A partial reimbursement is not approved. Please reference your warranty exclusions section in the manual. Attached is the most recent version of the Dr. Wellness Tranquility Warranty, which shares the verbiage from your purchase. This would have needed to be preapproved or purchased directly from the manufacturer at a prorated rate. An excerpt from the referenced section advises: "This warranty is terminated if any components are installed or repairs or alterations of any kind are made or attempted without the MANUFACTURER’S prior consent and approval. The consumer is responsible for verifying any repairs and alterations are covered under warranty before they are attempted. "

  

  Business response

  10/13/2023

  Management has advised that despite the unknown pump received, we can offer 50% (prorated per your warranty) of the manufacturer's cost which would amount to $270.23. We do not control the pricing of third party components. Please let us know if you would like to proceed. 

  Customer response

  10/13/2023

  
  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.

  I accept the amount that they have offered to refund me.

  Please send to my home address or call me if necessary.

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

*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. ↩