Complaints

This profile includes complaints for Litehouse Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Litehouse Pools & Spas

  11052 Pearl Rd Rear Strongsville, OH 44136-3308

  
• 

  Litehouse Pools & Spas

  5211 Cobblestone Rd Sheffield Vlg, OH 44035-1489

  
• 

  Litehouse Pools & Spas

  30120 Lakeland Blvd Wickliffe, OH 44092-1746

  
• 

  Litehouse Products, LLC

  610 W Main St Ravenna, OH 44266

  
• 

  Litehouse Products, LLC

  887 Graham Rd Cuyahoga Fls, OH 44221

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a hot tub from **** ********* at the end of November 2024. Right away it stopped circulating water. Told we needed a new filter. A few days later after replacing the filter, same thing happens. This happens 4 times in a row. Each time Litehouse claims we aren’t cleaning the filters good enough (why would we clean them when they have only been in use for a few days - they looked new).
  
  The technician Litehouse hired confirmed they were not dirty and they were in correctly. He determined we have a faulty circulation pump and would have Litehouse order one.
  
  We don’t hear back for a while, so I call to check on the status. Manager Adam condescendingly tells me that they disagree with their tech and won’t be ordering a new pump.
  
  Late January, I then get a call from Amy. Possibly the rudest person I’ve ever talked to (you’ll see her several times in other customer complaints). She insists we are not cleaning the filters (which again, have only been in a day or two before it stops working). Then says it’s our water quality (we have had it tested twice - no issues). I have to call the manufacturer to have them work to get it replaced (ordered on 2/4).
  
  Two weeks go by and still nothing. I call today and talk to a nice man, when Amy takes the phone and is very aggressive and rude. Tells me they are on back order and has no clue when they will be in. Tells me it’s pointless to fix the pump because it’s our filter cleaning skills and that it’s cold out and that could be the reason.
  
  I call the manufacturer and am told there are 524 pumps in stock and that they sent our pump to Litehouse 2 days after it was ordered (2/6)!! Litehouse says they could have given it to someone else that was waiting longer (obviously they have this issue more than they like to admit).
  
  We have had this hot tub for a few months now and have only been able to use it a handful of times.

  

  Business Response

  Date: 02/19/2025

  A circulation pump was sent to the local repair technician to respond to this.  The customer should get a call and the pump should be replaced as soon as possible.

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a hot tub from this organization that is still under warranty. The product is defective and the company insists on charging $150 service call fee to fix a product under warranty.

  

  Business Response

  Date: 02/04/2025

  This consumer has posted numerous complaints in many locations regarding this $150 trip charge for a spa repair service call which has not been done yet.  This is a customary charge for travel to the home for any repair.  This consumer has not agreed to pay for the trip charge and he has agreed that this is a reasonable charge and he just doesn't want to pay it and will give us negative reviews until we agree to not charge him.  We have decided to cancel any service calls as he has told us he just won't pay us if we do come out. We will not provide service to a consumer that tells us ahead of time that he will not be paying us for the services provided. As he states in his "complaint", he is making the complaint specifically to have negative information follow our company.

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  My question to the company was do I pay on site or will I be billed. 

  
  
  
  *********** *******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 02/04/2025

  Sorry, we have numerous recorded calls of this customer harassing our customer service staff and others in the company.  Most recently a recorded call indicating that he is purposely trying to negatively affect our reviews as he stated "it's just not worth the $150 you want to charge and we should work with him."  As we stated earlier, his service call has been cancelled, no service was provided and the consumer has not been charged anything.  At this point, he is filing these and other public claims in an attempt to harass our company.  If this continues, we will pursue defamation complaints. 

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  *********** *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:01/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a hot tub at the end of August 2024. It has been nothing but a nightmare. We booked an appointment for the Litehouse Service department to come check on our lights we thought maybe needed to be replaced. I called to book and was booked a week out from that date.
  
  Fast forward to yesterday (1.23.25) the service department came out to our property and got to work. When removing the second light fixture he did not check his truck to ensure he had the correct fixture. The hot tub was leaking water and so several phone calls where made to the Litehouse store and the service department. We were ensured they had the light it was just on another truck with a different service member. The service member tried to put the old light back in the best he could but told us it would leak water and not to use the tub to cause damage.
  
  We were assured several times by Ethan (the store manager) and the service member present for our appointment, that they had the part it was on a different truck. I did not hear anything else about it.
  
  Today (1.24.25) I called to follow up with the main Litehouse store and service department. I was told they did not have the part and had to order from the manufacturer and had no way of knowing when the part could come in and when I questioned what I had been told the previous day he was very rude. My fiancé then calls to see if there is anything that can be done since the tub is leaking water in freezing conditions and the woman we spoke to was very rude and kept cutting us off when we were describing the situation. We began recording the call because the behavior was crazy coming from the service department. Ultimately the we were hung up on shortly after without coming to resolution. We tried to call the main store in Cuyahoga Falls and no one will pick up. We tried to call back the service department adn are getting the same results.
  
  There is more to this complaint but I do not have enough characters to finish.

  

  Business Response

  Date: 01/24/2025

  Thank you.  This customer repair has already been scheduled for Monday 1/27/25.  Our service staff was confirming that the part was available from another service truck.  This customer was swearing at our customer service representative and was ultimately hung up on according to the associate.  We record calls and we are in the process of uploading and reviewing the call.  Once this is reviewed, we will take any appropriate action. 

• Initial Complaint

  Date:12/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dates of service 3/29/254
  10/25/24
  Service: Spa cleaning
  Caldera spa. Age of Spa: 6 months
  First cleaning of spa
  After cleaning scratch marks were noted on the acrylic tub. Rep show me scrub he used. scrub brush with brissles. Called Litehouse and they reported always use brushes on the tubs and they are safe on acrylic
  Went into store asked what they cleaned with. Brought pictures and had the water tested. They had no resolution They said they use a soft cloth to clean tubs and could not help me. Continued to use tub. Started to notice more scratches on the tub.
  Called Lighthouse pool to come out again in October to do another cleaning. The representative from lighthouse pools immediately calked me back to show me scratches all over my tub. I mentioned to him that these scratches appeared after the last cleaning. He said he didn't want to do any more cleaning on the tub due to the scratches. Asked if he could refill and restart it.
  Sent pictures to manufacture of Calderas spa who stated the scratches look like they're from a brush. the cleaning instructions for the caldera spa state to not use brushes on the acrylic.
  
  Having tub removed to fix acrylic vs replace Company will assess
  
  Went back-and-forth with the manufacturer about this to determine if this was an issue with the acrylic or an issue with the cleaning, the manufacturer came back and stated that the acrylic was scratched with a brush. This process took a few months to go through.
  
  I contacted lighthouse schools and spoke to one of the representatives name Amy, who was unable to resolve any issues and just recommended that I partways with lighthouse pools and no longer use their service anymore. Attempted to get corporate information from her. She said I could try to find it on the website.
  
  I am currently requesting a full refund of both of my spa cleanings This amount is pending further inspection with the manufacturer regarding my cost to replace the tub.

  

  Business Response

  Date: 12/16/2024

  Our spa services use a non-scratching brush approved for use on acrylic. The images show deep scratches that could not have come from the type of brush used.  These brushes are similar to the use of brushes designed for non-stick cookware, but actually even less abrasive.  The scratches shown in the images appear to have been caused by some other source as if someone used a mechanical sanding tool on the surface.  Acrylic surfaces can be scratched, but not easily and certainly not to this extent with a spa scrubbing brush.

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  Subject: Rebuttal to Lite House Pools Response
  
  To Whom It May Concern,
  
  I am writing in response to Lite House Pools statement claiming that the scratches on my acrylic tub were caused by a mechanical sanding machine. This assertion is both incorrect and an attempt to deflect responsibility for the damage caused during their service on in March 2024 and again on 10/25/24
  1.No Mechanical Sanding Machine Was Used in My Home:
  At no point has a sanding machine( been used on or near my acrylic tub, either by myself or anyone else. Prior to lite House Pools ’s visit, my tub was in excellent condition and was only 6-month-old with no visible damage. The scratches appeared immediately after their cleaning service and were noted by the tech when he arrived to clean my tub for the 2nd time (which at that time he preformed no further cleaning that I am aware of and just refilled the tub).  See attached picture of cover (not cleaned)
  2.Direct Evidence of Negligence:
  The scratches are consistent with the abrasive motion of a brush or scrubber used during cleaning, not the precise patterns associated with a mechanical sander. Additionally, I observed the company’s employee using an improper cleaning tool on the acrylic surface during their visit.   (The technician showed me the tool he used which was a brush).
  The Caldera spa company clearly states in their manual that a soft rag or nylon scrubber should be used (see attached).  The technician had no knowledge of my spa as I provided him with the manual during the visit. 
  3.Timeline of Damage:
  The damage was discovered directly following Litehouse Pool’s service, and no one else had access to or worked on the tub in the interim. This timeline makes it clear that their staff’s actions caused the damage.
  I have provided photographic evidence showing the condition of the tub immediately after their visit, as well as documentation confirming no prior issues with the tub.   I attempted to resolve this with the company who blew me off  ,stating we should just part ways prior to me being able to present any evidence to them.   
  Lite House Pool’s has a duty to provide professional services with care, and their refusal to accept responsibility for this incident is deeply disappointing. I once again request that Lite House Pool’s take the following steps to resolve this matter:
  
  1.Compensate me for the cost of the cleanings that were charged( 2 cleanings), cost of repairing or replacing the damaged acrylic tub.
  2.Provide written acknowledgment of the damage caused by their cleaning methods.
  3.Implement proper training for their staff to ensure this does not happen to other customers.
  
  I urge the BBB to assist in holding Lite House Pool’s accountable for their actions and to facilitate a resolution. Please feel free to contact me for additional details or evidence.
  
  
  
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** ******
   
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 12/17/2024

  We have no idea what may have caused the scratches and shell damage.  We use the same types of brushes and scrubbing pads for all of our spa cleanings and are approved by the industry for those cleanings.  All of the acrylic for the industry comes from 2 main suppliers and is the same across all spa manufacturers.  There is no difference between the acrylic in a Caldera spa or another spa manufacturer.  it's simply impossible for the cleaning brushes we use to have caused such damage.  We would suggest someone used something on this surface that was powered.  A power washer or some other device.  The damage in these images is completely inconsistent with the use of a scrub pad or brush used in the industry. 

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Here’s a revised rebuttal addressing the company’s new claim:
  
  
  Subject: Rebuttal to  Revised Statement
  
  
  To Whom It May Concern,
  I am writing in response to the  updated claim that the scratches on my acrylic tub were caused by a power washer now This assertion is entirely inaccurate and another attempt to avoid responsibility for the damage caused by their employee during the cleaning service.

  lite house pools in the only company that has cleaned my 1.5 year old tub.    I am a single mom with 7 year old.  I do not own  any equipment they reference that could damage the tub.   They are the only company I have used. 
  
  
  Key Points Refuting Their Claim:
  1.A Power Washer Was Not Used on the Tub:
  At no point was a power washer used on my acrylic tub. A power washer is not an appropriate tool for cleaning a tub.  Acrylic is designed to not allow dirt to adhere to it so a soft cloth is all that is needed.   I do not own or have access to such equipment. The scratches were not present before the service and appeared immediately afterward.
  2.Damage Consistent with Improper Cleaning Tools:
  The nature of the scratches is consistent with the use of an abrasive brush or cleaning tool, not the concentrated pressure pattern or damage typically caused by a power washer. I observed the company’s employee using an inappropriate tool during the cleaning process, which I believe directly caused the damage.
  3.Lack of Evidence Supporting Their Claim:
  They have offered no evidence to support their claim that a power washer caused this damage. In contrast, I have provided clear documentation, including photos of the tub’s condition   after their service, demonstrating that the damage occurred during their cleaning .
  Reiteration of Responsibility:
  
  
  It is evident that their employee failed to use proper cleaning methods suitable for an acrylic surface.   He no understanding of caldera tubs.  Rather than accepting responsibility and resolving this issue, they have repeatedly offered baseless excuses to avoid accountability.
  Request for Resolution
  
  Once again, I am requesting the following steps be taken to resolve this matteer
  
  1.Compensation for the cost of repairing or replacing the damaged acrylic tub.
  2.Written acknowledgment of the damage caused by improper cleaning methods during their service.
  3.Implementation of staff training to prevent similar incidents in the future.
  
  
  I urge the BBB to continue assisting in this matter and holding them accountable. I remain available to provide further evidence or documentation if needed.
  
  
  Thank you for your attention to this matter.
  
  
  
  
  
  This rebuttal firmly denies the new claim, dismantles their argument with evidence, and reiterates your demand for a resolution.

  
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 12/19/2024

  Thanks for passing this along.  We do not agree as we clean thousands of spa annually with the same equipment and it is all industry approved and we have never before had any question of a spa shell being damaged.  Our staff did not use anything abrasive on the surface that may cause the damage seen in the images.  We will not pay for a shell repair or replacement as we did not cause the damage.  It's just simply not possible.

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I plan to escalate this to the next level.

  Litehouse is the only company who cleaned/ drained my tub in this 6 month period of the one year old tub   
  

  Litehouse technician used a brush on my tub and it's cleary against what it recommended   He is also the one who brought the scratches to my attention after he drained my tub    These scratches would be unlikely seen while  the tub was full and therefore were not discovered until the tub was emptied during my second cleaning 6 months later.    My costs to clean the tub should also be refunded as he did not feel comfortable cleaning the tub after noting the scratches and just filled the tub.   He also did not know how to start up the tub and I had to do this    He stated several times that he was not familiar it's salt water systems  

  I addition a full refund of my cleaning should be issued in the amount of $453.60. Cost of 2 cleanings.  
  

  Cost of repairing/ replacing tub will be determined after reviewed by manufacture.(  Schedule next months.)

  The continued denial of any responsibility is typical of big business trying to take advantage of consumers who don't have the resources or time to continue to fight for a resolution. 
  

   
  
  Regards,
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased an above ground 27ft pool, had it installed in April. The leapfrog has never worked. There’s never any chemicals in the pool, the pump died about a month later, the heater they sold us doesn’t heat those pool at all.to top it all off, after not using the pool for a month and getting ready to shut it down we discovered a significant amount of water loss, we were able to locate the hole which was about 1 inch when I called the store. The gentleman was somewhat nice, but basically told me to email him a picture and he was gonna contact their service dept. While water was gushing out of my pool. I contacted the service dept on my own& spoke to a lady named Amy, who was beyond rude & did not care about our issue at all, the moment I mentioned liner she dismissed me & said that’s not covered. They only cover liners if they rip at the seam right after install. She did not even ask me where to rip was, I calling her back2x. I tried calling the store back as well. We spent over $20,000 between the pool installing it & fixing The yard after they installed it & made a giant mess. Fast-forward a couple hours later Hole went from being 1 inch to a good 6 to 8 inches& water gushing out, my husband was able to Patch it, & you can clearly see it started from the seam and ripped down. This is a brand new pool installed by their guys Who I have pictures of standing in my brand new pool while installing Smoking. After they installed it I went to The store and brought that to their attention and they did not care. I told them that the ground was uneven, and I could feel the bumps and was told to take a rubber mallet to it. No thank you. I was told this liner was durable and look at us now. Flooding the neighborhood and they don’t care. Customer service is non existent at the store level and crop level. We are going to pay another 3k between a new liner install and water and they don’t care. This pool has not been used a handful of times and has not been used in a month.

  

  Business Response

  Date: 09/17/2024

  This customer contacted our store indicating the pool was leaking.  When we received the pictures, it was obvious that the tear in the liner was caused by some external source as the hole is not a seam separation, but a large tear in the liner.  Our staff indicates that the customer was told it could be patched and we could do that for a fee or they could purchase a liner repair kit and do it themselves. It seems the customer purchased a repair kit and repaired it themselves. We cannot speak to what may have created a large tear in the liner.  A covered seam separation would be clearly visible in a straight line down the seam of the liner where the seam would be separated into 2 pieces. 

  Customer Answer

  Date: 10/02/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello! I responded to the last email the day I got it. 
  I do not agree with the businesses response as their claims are not valid. They would not know if it was or was not a separation at the scene because their service department did not even care to speak to me when I spoke to the service department the guy basically told me why did they give you my phone number? Why are you calling me yet I was told by the store he’s in charge for this. . 

  

  Business Response

  Date: 10/02/2024

  We can accept that the consumer does not agree with our assessment, but it does not change the fact that the pictures obviously indicate this is not a seam separation.  A seam separation would have created a much larger hole and the flaps of the open seams would be clearly visible.  The liner warranty is a warranty from the manufacturer of the liner, not from Litehouse.  We can help to facilitate warranty claims, but the pictures clearly indicate this is not a seam separation.  If the consumer would prefer to contact the manufacturer to attempt to have the liner covered, we can assist by providing the manufacturer's information.  The warranty is not a Litehouse warranty regardless.

  Customer Answer

  Date: 10/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Good morning! Yes I would like to have the manufacturers contact info. As seen in the pictures the hole went from being under two inches to a little under 12 on a matter of no time. Thanks! 
  

  
  

  
  

• Initial Complaint

  Date:08/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/03/2024 i took delivery of a Hot Tub, At the time they didn't bring all of the items that I purchased, They also set up the Hot Tub, Installed the cover lift. I had to return to the store, pick up my steps, and chemicals. Also the delivery crew picked my tub up from the store as i purchased a floor model after it was filled with water i noticed that the cover lift was broken, i returned to the store the next day to notify them of my issue. I was told i needed to call for service. I called service on 05/06, I was informed that i couldn't get a 3 pm service call, due to the location of their service dept. I have spoken to "Amy" several times about this issue and all that I've gotten is an attitude. I also call 08/06 about a broken jet, i was then told it wasn't covered under warranty because i was more than likely broken by someone and not faulty. I have spoke to several people store level wise and the only one that has been helpful was *******, She tried to get my issues resolved by using the installer, but he was to busy.
  All i want is for my equipment to work as it should, So i feel as if i got my money worth.

  

  Business Response

  Date: 08/21/2024

  We have tried to accommodate this customer and have provided a new step and a new cover lift.  We have tried to arrange to service the hot tub at the home and our service department was told we need to come after 5pm as they have dogs in the yard all day.  We cannot do this.  We service this area between 8 am and noon usually and the customer must be able to provide us with safe clear access to the site to perform any service needed. The customer may contact our service department at ************** whenever he can provide us safe access to the hot tub. 

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  ***** ******* *****
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 08/21/2024

  The respondent is somewhat correct, I do have dogs, they are in there house when we aren’t home. The issue is I have a privacy fence, and there isn’t any access from anywhere but the house or garage. I have told the dispatcher several times that I need an exact time, and it would be best for me the closer to 3pm. As far as the steps, I purchased them, I had to go to the store and get them. They brought the cover lift to replace the broken one and it still needs installed. I have never experienced a disappointment with a purchase like I have this one. 

  Customer Answer

  Date: 08/22/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has stated that if the business can give him an appointment date, he will make sure to have someone in the home between 8am-12pm on that day. The consumer hopes the business will stick to the timeframe they've mentioned. 

  

  Business Response

  Date: 08/22/2024

  We will have our customer service staff contact the customer to try to arrange for a service call.  Our customer service number is 1-800-LITE-SPA so that the customer can contact them if needed.

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our Blackrock 18x52 pool from Litehouse Pools store number 31 on Graham Road in Stow, OH on 6/3/2024. The pool was installed 7/2/2024. From the start, it has been an absolute nightmare. Icon Excavating came out and absolutely destroyed my yard. They put the pool over the down spout if that gives you an idea of what I mean by nightmare. The pump is defective and they have agreed to replace that after multiple phone calls and emails. The heater however has never worked. It will not even turn on. We have had multiple contractors and electricians come out. It is not a power issue. The system is clearly defective. Litehouse in a short and simple way basically said it isn’t our problem and instructed us to contact the manufacturer to the pool heater in which I did. When calling I was informed that White Knight does not have a direct / customer service line and was asked to provide my name and number and I would be given a call back when they were able. Still no call. Still no heater. Still no working pump. Litehouse employees, have basically said sorry, not our problem. No human decency. No conversation of how to make things right. Truly nothing other than “not our problem”. Horrible company. Horrible customer service and honestly horrible human decency to not even care my young daughter has been and still is sitting in tears looking at her first pool me and my partner have saved so long for and is unable to swim. I truly hope this never happens to anyone else. As a business owner myself, I could never imagine treating anyone, let alone a customer this way. Thank you for your time.

  

  Business Response

  Date: 07/23/2024

  After looking into this situation, it seems we have dropped the ball on the communication and for that we apologize.  The pump was replaced and the heater was discovered to be defective from the manufacturer.  A replacement heater was ordered the same day, but is not due to arrive to us until this week and this was apparently no communicated to the customer properly.  As soon as the heater arrives, we will have a service person out to replace this at no cost.  It is now our understanding all of this has been communicated directly to the customer, to our service department and to the local store where the pool was purchased.  Hopefully nobody has been left out of the communications at this point and this should be resolved this week.  Our apologies to the consumer for any lack of communication on our part.

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Unfortunately, there was zero communication from litehouse. They told us this was simply not there problem, they called my husband today for the first time on 07/23/24 saying they ordered a new White Knight. Which shows me they had no communication also with white knight as they sent someone out and resolved one of the many issues this morning, litehouse called multiple hours later about replacing it. Also, was informed by the technician that this isn’t the correct heater for our size pool, our pool requires a 50,000 btu and white knight is 40,000 btu which I’m assuming will increase our electricity bill and will not have the product last. In retrospect it’s costing us more and more money, we will never go to litehouse pools again. And I will make sure to let everyone know every issue we had, they didn’t care to try to help us until they received a complaint from bbb. Dropping the ball is an understatement, you just didn’t care. 

  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a very disappointed 1st time customer of Litehouse Pools & Spas.
  - purchased an above ground pool in March 2024
  Install date: 6/6 (Thursday). Husband takes off of work/uses vacation day. could not finish due to wind
  6/8 Install begins to happen, Installers discover missing structural pieces
  a) pool liner installed, key structural pieces missing.
  cannot complete pool installation. No one able to locate structural pieces as it was a "weekend" and no one is available.
  was told by installers they cannot finish but pool is required to have 3 inches of water at bottom. Water company will not fill pool to required water level as they do not want to be held liable for any issues.
  Installers informed us that we are required to hose the liner for 15 mins every hour to prevent the liner from stretching due to heat. Refused to un-install liner. Note: we have a well, it is summer, my well would have run dry. Cannot back fill pool.
  Water company took upon themselves and reach directly out to Litehouse who approves that water can be put into pool and JCE nor myself would be held accountable to any damages or issues that may occur. Small amount of water put into pool. Still cannot back fill
  Monday, (6/10) now the new install date to complete, no activity. Husband takes off of work/uses vacation day AGAIN. Parts that are needed are incorrect. Installation postponed again.
  Tuesday, (6/11). Correct pool parts are sent to my home
  Wednesday (6/12), pool is filled. Discover electrical connection for the pump is unique. Emergency to figure out how to solve.
  - Thursday (6/13), 1st attempt to turn pump on. Husband turns it on at 5:30pm, returns home at 7pm. Back yard is flooded. drain plug around pump cracked and blew off.
  - Friday (6/14) after numerous calls to Litehouse and expressing our urgency, the pump is fixed.
  Saturday (6/15), we have to pay for another load of water to refill the pool to correct level.

  

  Business Response

  Date: 06/24/2024

  It's unfortunate that there were parts missing from the pool manufacturer.  This is a rare occurrence and apparently there was a miscommunication on the missing parts.  Once this was resolved, the correct parts were installed, but we do apologize for that delay. As for the broken filter drain, the cause and timing seem unclear, but it certainly compounded the issues further delaying the ability to use the pool. We will share this communication with the store and installer to be sure that they are aware of all of the events.

• Initial Complaint

  Date:06/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/003/2024 My boyfriend **** and I went to the location in ******** ** **** ***** ****. Our Sales person proceeded to show us a variety of hot tubs. We wanted a high end model and were shown a few with all of the features we felt were important to us. When asked about a discount they said that they could remove the stairs to lower our price. We stated that we did not want to loose any features so we decided to go to another dealer who was lower in price to look at his products again. The manager came out and got involved and **** came to an agreement on price with him. I went to the counter and paid for the items in full and it was delivered on 06/10/2024. The tub was correct but the hydraulic cover mechanism was missing as were the stairs. **** then contacted the store and was told that when the discount was given that the other items were removed from our order to allow them to reach our proposed offer. Never did **** change the agreement with the salesperson or the manager of the store. I signed all of the paperwork at the desk while **** and the manager talked. They changed the order on us on the delivery agreement and did not discount the hot tub as requested but in fact took items off of our product list to adjust the price.
  I request that the stairs and hydraulic cover assist be delivered to us immediately or a full refund issued.

  

  Business Response

  Date: 06/25/2024

  We have contacted this customer and provided the items in question.  We believe the issues have been resolved

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pool service requested on 5/20/24. I contacted again on 5/21/24 to confirm that the service technician could address heater and pump. I was told yes. Service date 6/4/24. Provided maintenance on the pool heater but was not interested or prepared to address my pump issues. Gave me suggestions on things to try. I paid $405 and the pool still is not functional. I called them back on 6/6/24 for a resolution and explanation. The woman speaking to me was very rude and condescending. She offered to have another technician scheduled at a charge. I asked why it couldn't be handled initially and I shouldn't have to have to pay for another visit and take time away from work again. I said I called them for their expertise. I am not a pool repairman and shouldn't have to take suggestions. I paid for a job to be done, not suggestions. I asked that this be made right or I would be contacting the BBB. She said, "fine contact the BBB and we wont be sending another technician".

  

  Business Response

  Date: 06/25/2024

  We have reached out to this consumer and we believe that the situation has been resolved.