Reviews
This profile includes reviews for LPI, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
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Average of 69 Customer Reviews
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Review fromRandy B
Date: 04/28/2025
2 starsRandy B
Date: 04/28/2025
I purchased a hot tub that was told to me was brand new. It was delivered and it was damaged or broken prior to being delivered to me. Service is giving me the run around about coming out. I have never been in the hot. Did not get hot just emptied out and yes the drain plug is closed. I was lied to by a call center representative and then again by her manager. So I guess buyer beware and read all the reviews
LPI, Inc.
Date: 05/06/2025
We apologize for any confusion or information that may have been misconstrued. Following a technician diagnosis, a resolution has been privately agreed upon.Review fromFrank M
Date: 02/23/2025
1 starFrank M
Date: 02/23/2025
PLEASE READ IN FULL BEFORE PURCHASING FROM I bought a hot tub from this company for over $10,000 it was a Catalina Spa the manufacture is LPI,inc out of Tennessee. It started to malfunction the jets were not working just 2 months later. After 4 or 5 calls and having to send them about 10 pictures to show the jets not working which is one of their well known delay tactics ( its jets not working they make you basically disassemble the jacuzzi to photograph every part) the company finally sends someone out they get it working. Fast forward 3 more months and again the jets stop working and I see smoke coming out of the sides of the shell of the base but now it's smoking on top of the jets not woe. It took 15 more phone calls this time and again disassembling the jacuzzi for 10 more pictures and speaking to different levels of management They finally decided they would refuse to fix it or even send a technician out because there was corrosion on the electronics of the jacuzzi and that is not a warranty item. ( there is black soot everywhere from it smoking) So in a matter of months after buying the hot tub it breaks and corroded and they claim it is not a manufacturer defect . They further indicated when i called them on the phone (after I received the email below) that if you live within 20 miles of the ocean it is common for their hot tubs to corrode within the warranty period Here is there email: After a thorough case history review by our management and sales teams, we, unfortunately, will not be able to cover parts or labor under the warranty as the issues you are experiencing are not a manufacturer's defect. We would be happy to sell you the needed parts and can help facilitate a technician to make the repairs, but you would be responsible for both costs. At this time your case will be closed. Please give us a call at (number redacted) if you would like to move forward with purchasing parts or if you need a technician Buyer beware!LPI, Inc.
Date: 03/03/2025
Though we empathize with your frustration and situation, there are a couple of facts that appear to be left out of your narrative: You have had possession of the unit since 08/2023. The GFCI requirements from the site preparation section of your manual (also available online and from customer service, if you were so inclined) have yet to be adhered to. All of the fuse brackets, diodes, terminal block screws, and metal pieces on the pack are corroded and tarnished. This is not how the component was provided to you. There is a certain degree of maintenance and personal responsibility with purchases of this nature. We will continue to honor the warranty as written.Review fromJ. R.
Date: 02/10/2025
1 starJ. R.
Date: 02/10/2025
Terrible experience from day 1. I spent over $30k in total to have a swim spa manufactured and delivered but I received no assistance from the seller or the manufacturer. They were supposed to send someone to the house to check the site and make sure everything was in order. Never saw anyone until the day they showed up with the spa. They provided no assistance with identifying an electrician with experience to hook-up the electrical which is very specific and not appropriately detailed even for a licensed electrician. I made arrangements independently only to find out that the person who delivered the unit could have done it for me. Ultimately I had the delivery driver hook it up because he knew how to do it correctly. The electrician I hired had everything prepared according to the instructions but it was wrong. Less than one year later, the unit is tripping the circuit breaker. I tried to set up a ticket which requires pictures of the electrical hookup at the wall and in the unit. Again, luckily the guy who hooked it up kept records and I forwarded to the manufacturer but they didn't get back to me. The technician came out to diagnose the issue and fix it by changing out the heater element. That wasn't the issue and they're sending me a new spa pack but in the meantime I'm out over $400 because they never got back to me about the ticket and won't honor that notification. They're charging me another $100 to have the technician come back out and I have to return the old spa pack or they're going to charge me the full price. Again, the unit isn't even a year old. I would not recommend the seller or the manufacturer. Very poor customer service.LPI, Inc.
Date: 02/18/2025
There was a call into the service queue on Friday, 2/7/25. The representative requested pictures, and these were received at 4:19 P.M. The queue is open from 10 A.M. to 5 P.M. A case was created the following Monday, 2/10/25. The technician is scheduled to return on 2/20/25 to install the components received 2/15/25 per FedEx tracking: 741801416626. We apologize for any frustration experienced and are eager to resolve this matter!J. R.
Date: 02/19/2025
Exactly, the pictures were received within the queue. I was told that the ticket would be set up immediately upon receipt but apparently it didn't happen until Monday. I took the initiative to schedule the service appointment because of my previous experiences with customer service from LPI and the retailer. I also had a party scheduled at my house on Sunday and wanted to be able to use it. It didn't get fixed in time and ultimately, the technician is coming back out because I paid him to diagnose the problem. If the ticket had been set up upon receipt like I was told in would be LPI's responsibility. When I expressed that to the customer service representative she said "That is true, but we don't work that fast. So do you want me to schedule the technician again or not. It will be an additional $100" That was very rude. I understand that things can and will go wrong with elecronic equipment or even that I was too impatient and jumped the gun on scheduling the appointment. But to charge me an additional $100 for the technician to come back out. That's just wrong. The unit is less than a year old and your customer service needs help.Review fromMary W
Date: 10/29/2024
1 starMary W
Date: 10/29/2024
Had a recent terrible experience purchasing a Swim Spa from Aqua Living in Covington, LA. Very poor communication from salesperson, Julie. Swim spa was delivered 2 months ago and still not running. Did everything LPI, Inc tech line requested, 2 ground wires, GFCI breaker, etc. and still trips GFCI breaker. Refused to send tech out until I ran another ground wire from house to spa for another $800. 2 electricians stated not necessary with 10ft ground rod and the other ground wire. I sent a letter to the CEO, received an email from assistant and setup a tech call. I followed up with phone calls, and emails to the tech and CEOs assistant to get this appt confirmed. Tech visit on 10/28/24, stated nothing wrong with spa and he recommended to replace GFCI breaker with regular breaker, not in specs. Asked if this would void warranty, as against specs, response was no because he will come out if further issues. Questioned the safety of reg breaker and he said not a problem. He sees GFCI breakers tripping always. He stated he would put on the ticket it was a fuse to avid paying for service call. Received an e-mail from LPI CEO assistant, they were taking care of the service call, but fuse is customers responsibility . How can a fuse be my responsibility on a brand new $15,000 spa delivered over 2 months ago and still not running? Sent email back stating the conversation that I had with tech and my concerns of not having a GFCI breaker installed on a swim spa for safety issues. My electrician did not want to install the non GFCI breaker, as it is against code and is not safe if something electrical would occur on the swim spa while a person was inside the swim spa in the water, as the breaker would not trip and turn off the swim spa for the person’s safety. This has been a nightmare and a very unprofessional experience with the purchase of this piece of equipment. I am now concerned having a non GFCI breaker installed on this swim spa and worry that it is not safe.LPI, Inc.
Date: 11/05/2024
We apologize for the confusion and frustration, specifically directions from a third party technician that directly contradicted the manual and site preparation material available online. A solution has been agreed upon privately, and we are eager for you to enjoy your new swim spa!Review fromMaryann R
Date: 09/27/2024
1 starMaryann R
Date: 09/27/2024
Absolutely the worst service from LPI I’ve ever experienced from anybody. Customer service stinks as well. I got a lemon delivered to me in May 2024. I’ve had nothing but problems since then after the first 30 minutes, it was delivered they came out and fixed it several times then they promised me over 2 1/2 weeks ago they refund me another $500 for inconvenience and they still have not done so Absolutely the worst left messages and messages and nobody returns callsLPI, Inc.
Date: 09/30/2024
The principal reduction was applied to your loan on 9/23/24. We apologize for the frustration experienced. All service issues and concerns have been addressed. We will remain available to honor your warranty and assist in anyway we can.Review fromJohn E
Date: 09/14/2024
1 starJohn E
Date: 09/14/2024
Not seeing my very bad review for this tube from LPI... not happy. Going through Cancer . Thought this tube would ease my mind it's been a hassle since we bought the over priced thing. Wrong tub deliver said that what we ordered. Came damaged and already changing jets a few months old. Salesman got us. STAY AWAY!!! JELPI, Inc.
Date: 09/16/2024
We are sorry to hear about your physical health and sincerely wish you and your family well. The acrylic color does match the order. However, acrylic pours are never identical by their very nature. Our records indicate that the jets were received and we were able to assist with general inquiries.Review fromMyra B
Date: 08/29/2024
1 starMyra B
Date: 08/29/2024
We had our hot tub for 2 years and it never worked properly(still doesn’t) I’d call in and get transferred a million times, have to send and resend pictures of the problem, repeat my story to at least 20 different people, only to be told they’d call me back (they never did) . This went on and on. Sent parts for repairs but most the time they were wrong so when service guys arrived, they would get very frustrated and tell me they have to fight to get payment and I’ll have to find someone else because they don’t get paid for wasted trips. I ordered a cover because ours was warped 18 months ago. It’s been in their warehouse and was told they ship it “soon” the last time I called they said it was sent back and I’d have to start process all over again. We paid ******* for a hot tub that leaks, warped lid, broken lights, and music system not working. I asked for a complete refund and was told they do not give refunds.LPI, Inc.
Date: 09/03/2024
The last interaction we have on file (from 5 months ago) is that that we could remake the cover, but would need the measurements again. We do apologize for the frustration you have experienced and would be glad to resolve this matter with you.Review fromJune `
Date: 07/30/2024
1 starJune `
Date: 07/30/2024
We purchased the spa in May of this year - we have not been able to use it yet - we have had to order the cover 4 times because we keep getting damaged or broken material inside the cover it self and then we have one that was sent to us that was the wrong size - on top of all this, as of today - 7/30/24 we have had the service repairman out here three times to find a leak and fix it - the first time, he thought he had fixed it - left and we still had a leak - the second time he found that it was a cracked jet, went to get the replacement part from the dealer, they did not have the correct one but they told him to go ahead and install the one they did have which was not correct, and he said he would not do that - so now we had a tub that was empty waiting for the part to ship - he came out, put the new yet in, still have a leak - still can't fix it - this will be the 3rd time we have had to empty our tub and refill it which is costly. I have contacted customer service through over 30 emails back and forth not to count the many phone calls I have placed directly to customer support - including today's call where the receptionist snickered at me when I demanded someone call me back to get this resolved. ALL I WANT IS TO RETURN THE SPA AT THIS POINT AND GET A FULL REFUND SO WE CAN MOVE ON FROM THIS HORRIBLE NIGHTMARE OF A PURCHASE. IT IS A BRAND NEW SPA - THERE SHOULD NOT HAVE BEEN ANYTHING WRONG WITH AND THE SHODDY WORK OF THE COVER - which we still have not gotten a good one. AND I ONLY GAVE IT ONE STAR BECAUSE I HAD TO - IT WOULD NOT LET ME SELECT - NO STARS.LPI, Inc.
Date: 08/09/2024
Our records indicate that a service technician was on site 8/7/2024 to fully resolve the issue. Our apologies for the frustration. Please let us know if we can be of further assistance.Review fromTerry M
Date: 07/18/2024
1 starTerry M
Date: 07/18/2024
Customer service model that seems structured to frustrate until customer gets repair done at own expense. First the generation of a concern is addressed incompletely then email sent stating that this should fix problem therefore complaint has been closed. I had to generate multiple requests to further the issue. Second, I finally had my WARRANTY AUTHORIZED local repair company try to decipher their requirements for warranty coverage but he found it as confusing and complicated as I did. Multiple requests for pictures, rewiring of breaker board (at my expense) led to no resolution even by their authorized repair person!!!! Reminiscent of Wizard of Oz in that enough wierd requests made with no apparent intention to stand by product. Repair person finally told LPI to remove them from their service list. Warranty worthless, repair all the customer expense. Expecting a generic “we have tried to resolve the issue….” When NO true clear plan was ever, EVER offeredLPI, Inc.
Date: 07/19/2024
The site preparation information provided prior to sale, in the manual, and again by the customer service representatives does advise of the specific electricals requirements of the components manufacturer. -- If the components are visibly grounded correctly (this portion was explained during a phone call on 7/11/24) and the wire caps removed, we will gladly further assist.Review fromSean B
Date: 07/03/2024
1 starSean B
Date: 07/03/2024
The Tuff Spa Platinum 450TT is poorly designed and not recommended for places where it rains or snows much. The side panels are not sealed and allow water to run down the sides wetting the insulation and causing the insulation to not insulate. I was sent a video a customer made who caulked the joints in an attempt to seal the hot tub. The top doesn't seal and allows moisture to run down the sides into the interior of the hot tub, again defeating the purpose of the insulation. The slider plates for their hard shell top bend and need to be constantly repaired by removing, bending and reinstalling. I replaced one and recently I called and tried to order a replacement plate. They did not have them in stock... The parts guy explained to me how he bought metal and fabricated his own replacement parts. The bolts holding the hinges together have a push on cap that came off, the parts guy didn't have any of those either, but recommended a bolt with a lock nut. The diverter valve is not diverting and the jets for the back have nothing, I was sent a video to remove and reinstall and it is still not functioning. Not broken, no cracks, but they will sell me a new diverter valve. They don't have a technician that will go to my location. The folks at customer service are polite and try their best, but it's a poorly designed item and not worth purchasing. As I bought this with the recommendation that it was great for snowy areas I am more than a bit dissatisfied.LPI, Inc.
Date: 07/16/2024
We were able to get in touch with the customer today and assist with the formerly backordered components. We are are always available to assist in troubleshooting, whether the labor warranty is still in effect or not.
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