Customer ReviewsforLPI, Inc.

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.

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.

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 offered

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.

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.

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.

I ordered a Catalina Kennedy spa from aqua living factory direct. Arrived without issue but 1 year in the acrylic is bubbling in lots of places. I have contacted customer service 4 different times. Reception staff is nice and seem helpful however they keep insisting I will get a call back from the manager which never happens and they are refusing to stand by their warranty. They will not fix it and all they do is send you contacts for companies that will fix the acrylic at my expense. Which is over $***/hr. Warranty they offer is **** they will not stand by it. Do not buy from them

A portion of the concerns are a direct result of chemical damage, which would not be the company's responsibility. However, your case was escalated internally and a customer service representative will be reaching out to you shortly with the options available.

Our experience with our SwimSpa has been great when it is running but awful most of the time we have owned it. We bought a dualtemp Catalina SwimSpa out of Hood River Oregon. It has been inoperable the past 7 (SEVEN) months. My wife has Parkinson's disease so we spent $34,000 on one of these. We have since, purchased a gym membership, so my wife can continue to do her aquatic exercises. The folks at LPI are really nice to work with but not great at getting us parts. We have had 3 different techs work on our spa. I had to send the second tech away, as it was a kid and I knew more than he did about our spa. The first tech quit due to some issues he had with LPI. I looked at the recent order our new tech (great guy) submitted and LPI didn't send out all of the parts ordered and some of the parts were the wrong parts. This is the third time this has happened. A few months ago, I had to call LPI, as parts were taking forever to get to us. Turned out, they were never actually ordered from the factory and they submitted the order after I called them. A paying customer shouldn't have to make sure the warranty company is taking care of their work. We are beside ourselves that we spent this kind of money on a product that has been down half of the time we have owned it. The last time we were able to use our SwimSpa was October 1st, it's currently April 8th. Futhermore, our tub was delivered broken from the factory last August AND it isn't the tub that we ordered. We were told our tub would take 3-4 months to get to us and after 6 months of waiting, we were offered another spa they had in inventory and we agreed to take it. Our spa was down upon arrival with leaks, a bad control panel on one side, and it was missing a headrest for the hot tub side that still hasn't been delivered. In 20 months, we have replaced the following: Both UV sanitizers, all 5 pumps, a blower (maybe both, I can't remember), multiple jets/valves, both filter housings, and more.

We apologize for the frustrating experience. Your case has been presented to management, and a resolution is forth coming.

I have read most of the reviews on here and it is my opinion that much of the negativity of the feedback given here is not the error or fault of LPI, but rather the customers not really understanding proper protocol when operating and using a hot tub. First, I'd like to state that I purchased my hot tub in 2010 from this company and it is running even better in 2024. For 14 years now I and my guest have enjoyed this hot tub many times throughout each month of the year. It sits outside on my pool deck in Vermont. I purchased it through their former outfit online from Tennessee. it cost me about ***** for the X-3 model that seats 6 persons. It was shipped and arrived for the date stated and the whole transaction was pleasant and professional. interestingly enough, being that I was a newbie with owning one, nearby company's around here do not work on this brand of hot tubs so at first I was a bit frightened that if I had a problem I'd get nobody to help me. So after the first year and still under warranty and not really knowing what I was doing, through my own fault, I was using the wrong type of chemicals and I burnt out the heater and they replaced it for me at no cost. and then because i did not tighten the electric wiring enough, I blew out the power pack which is the heart of the hot tub, and again they sent me a new power pack. in any event still under warranty or not and not being an electrician, i was walked through every replacement part and how to wire it on properly. there has never been a leak from the strong flexy network of hoses or anything else on the hot tub. I just ordered a few new topside controls for the hot tub from wear and tear over the years. Once you are walked through a few steps by their tech department, you will find that these hot tubs are not only quality built but also very easy to maintain and fix. Personally speaking, a gentleman by the name of Larry ******* is very knowledgeable and willing to guide you all the way!!!

Thank you for sharing, Mr. ********** We are glad your are still enjoying our product and receiving excellent service!

We purchased a Tuff Spa in Sept 2023. I had previously owned a Tuff Spa in the past but was purchased when Tuff Spa was owned by a Phoenix Co. Never had any issue. So didn't even think to check BBB reviews on LPI Inc. out of Johnson City, Tennessee, who now ownes Tuff Spa. We have had NOTHING but problems with these people. Just like the other bad reviews they bait and switch, they LIE, they blame the customer, they definitely don't care. LPI has now told us via email they are done with us, that our case is closed. This came from upper management. We are now stuck with a Spa that cannot be repaired without the corrects parts. Which after LPI did ship various incorrect parts (we emailed them pictures of specks, the tub itself, everything they needed to send correct parts) they now refuse to correct their blunders. DO NOT BUY FROM THIS COMPANY. So Dave ******* CEO of LPI Inc. Get your company and your emplyees under control. We will be warning people about your company.

We were quick in our responsiveness to the warranty claim. Two full Tuff covers were shipped and made available to you for replacement. We admit the color was incorrect for the first, but we remedied that mistake. The replacement cover (both actually) was refused and as such the work was not completed. We still offer this solution, but there is not a factual blunder to remedy.

My response to LPI is this. We were told we were purchasing a new 2022 last years model spa. Spa was delivered September 18 2023 with damage to the cover. Notes were made and photos taken of the damage upon delivery and sent to LPI. The first cover was delivered to our home on February 19th 2024. Not a very timely response. Color was incorrect and not even close to the original color. We contacted LPI AGAIN regarding the issue and spoke to Kaleb on February 19th 2024. He looked up our file and stated that our serial number showed that our spa was a blemished unit. This was the first we had heard anything about a blemished spa. NOT WHAT WE PURCHSED. Neither our paperwork nor our invoice states anything about a blemished spa. Kaleb stated our file/claim was full of notes and couldnt believe the issue was still on going. At this time he stated he would close the original file and start a new one in his name and get the problem resolved. A new cover was shipped and delivered to us March 25th 2024. The cover was the same color as the first one. Not even close to the original cover once again. So we rejected it again. On March 25 2024, I called LPI about the second cover being the wrong color. First I spoke to Kaleb who is now in a different position he then handed me off to Sara. I sent her pictures, and she stated that it was the correct color. As i am looking at it, It was nowhere close to our Mocha (solid brown cover). They sent a dark gray cover with light gray specks throughout for the second time. There is not one part of our spa that is gray. It is a Mocha colored spa, (brown) NOT gray. The replacement covers you sent would look hideous. That is why it was rejected the second time. This is when Sara stated she would send our case to upper mgt. On March 27 2024, LPI sent a DO NOT REPLY email that the case had been closed. Not even a courtesy phone call, you failed once again. I just want the correct colored cover to match my spa. I am sure your CEO, Dave ****** would not accept a cover that did not match his spa. In conclusion. You are NOT quick to respond as stated above. Your staff and mgt lie which is evident. We were told we were purchasing a new 2022 model when in fact it was a blemished spa. So you do bait and switch. You should replace my spa with what I bought, a new unblemished color matching unit. You need to make this right! I was a repeat customer NEVER again will I purchase from LPI.

Do not use this company to purchase a hot tub. They are unbelievably poor in service. Once purchased the seals failed. They sent me new seals but I had to have installed. Then the outside paneling failed. They sent me new paneling and I must install or pay to have installed. This is what they call their “ warranty”. I never give bad reviews but in this case I am. Do not purchase from them.

Please see the following excerpt from the Catalina Luxury Warranty: "Cabinet panels and corners are warranted to be free from defects in materials and workmanship for one (1) year from the original date of purchase. Normal wear, fading and weathering of the finish occurs naturally over time and is not considered a defect. This warranty does not cover damage or discoloration caused by use of unapproved cleaners, damaged caused by mishandling, over tightening screws, and improperly installing a cover lift, including inadequate support of lift components. Since cabinet panels can be replaced without specialized tools, the owner is responsible for installation and all shipping charges." Your replacement panel was received on 2/26/24, per FedEx tracking: ************. We will continue to honor the warranty as written. Please let us know if we can further assist.

DO NOT BUY FROM HERE!! Please take the time to do reviews, They lie on their website about their pricing. they say one price for in house and another for pay now and then try to charge you the in-house financing price when you go to pay. The sales people are soooo rude. The customer service number I called is rude too and a long wait. They keep bragging about how they take pride in their work, but they produce junk. Buy from somewhere else if you can so you can actually enjoy your hot tub and not be miserable and full of regrets and trouble if you buy from here. We found at least 60 1 star review on here. You know that is too consistent to not be reliable and it really gives you a good picture of this company and how they always try to pin the blame on the consumer, the ones that pay their bills.!!! How this company is still in bizz we have no idea Marcus in Daytona was a real jerk!! We will be giving our money to another company because thats the best way to hurt them.., money thier bottom line!! And help other companies make profit over them!! We have filed a complaint with 2 different consumer protection agencies witht he government s well as the BBB. I dont appreciate being lied to. PLese LPI respond to this post so you waste more of your time.. because I could care less. We have already taken action and have screen shots of the lies on you website and copies of invoices sent.

WF Outdoor Solutions is a financing program and would be subject to the financed pricing. While we apologize for what appears to be a negative encounter, an interaction is not rude/unpleasant because the two parties are not in agreeance. You had tried to purchase from AQL a year ago and had similar "problems"- this time it was under someone else's name. We do take pride in our products and team. Thousands of units are made yearly and less than one percent of our interactions result in negative reviews. We wish you well in your future endeavors,

This company is not being truthful. Upon our attempt to purchase from.what I now know is this companys sister company last year, we were misled about the shipping charge. Originally told free then told 500.00 or they would not ship spa. So we did not purchase. This company saying it was for similar circumstances is not the facts. On this companies web site it specifically states, for IN HOUSE financing you will pay an additional 300.00 we were paying with a wells fargo outdoor solutions card. Which is NOT in house financing. It is a card that they charge the full amount and receive the FULL amount immediately. So there is no IN HOUSE ANYTHING. This companies customer service is a 45 minute long wait and you will be about 20 callers down EVERY time you call. The rude experience comes from the attitude of the people that we interacted with your company as well as the lies. This company has plenty of excuses as to why they are NEVER at fault. Do not walk away from.the company.... RUN!!!

I bought a TT650 that was delivered in August 2023. I deeply regret my choice, should looked at their reviews, spent a bit more money and picked a brand that actually stands by their warranty. Have been waiting for over 2 months to get a defective pump replaced. I have made countless phone calls to LPI, and while on endless hold they try to sell me a golf cart or sunbed, as if! It is a joke. They took almost two weeks from my first complaint to ask for proof that my licensed electrical contractor did the wiring correctly, which of course, he did. Unlike LPI, he knows what he is doing. LPI had the wrong product registered for my warranty and then sent the wrong pump twice (my version has two pumps) and I have spent hours chasing them up to no avail. My time is worth nothing to them and their customer “service” team doesn’t know what the word service means. I want the tub removed and my money back. They are refusing to remove this piece of garbage from my garden and not getting the product repaired, I feel bad for the local technician who has come twice to install the pump only to realise that LPI sent the wrong one. Unless you want to have a decorative spa that doesn't actually work DO NOT BUY THIS PRODUCT. We buy spas to relax, not to get stressed from!!!

We apologize for the frustration you have been experiencing. We do stand by our warranty as evidenced by the continued assistance you are receiving. This would include the component enroute with an estimated delivery date of 2/17/24, per FedEx tracking: ************* The technician should be scheduling with you shortly, if they have not already. We are eager to resolve this matter, so that you can go back to enjoying your spa!