Reviews
This profile includes reviews for Litehouse Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 16 Customer Reviews
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Review fromP. G.
Date: 06/07/2025
1 starP. G.
Date: 06/07/2025
They only SELL pools. ZERO service. You can hire them out abs they will contact a service for your, but they will do absolutely nothing apart from show you the merchadise & the price. Literally what you see is what you get, good luck. How you did every single bit of research before you walked in the store because they will not ask a single question to ensure the fit for your space/need/ preferences. ZERO training on how to use any of the equipment.
Oh you don't want gate valves? You should have said something at the point of sale. Oh your steps won't fit onto the deck? Try calling the manufacturer of the steps. Oj you didn't want a frog chemical system? That's what it comes with.
Also, they work with their vendors to ensure that they have a constant captive customer base. Frog leap torpedo pacs, e.g. MUST be bought in-store and they're is an exclusive deal to ensure that you can't get them anywhere but the retailers.
Litehouse Pools & Spas
Date: 06/09/2025
We are sorry that you believe that we don't ask questions or provide training to our staff. Quite the contrary, we provide many hours of product training live and online training modules for staff on products and customer communications. We cannot always anticipate every circumstance although we do try. As for having some water care systems that use proprietary cartridges, this is true and these systems are often preferred by most consumers as it takes much of the confusion of buying the correct care items for their system off the table. We are surely sorry if you don't see this is a positive benefit for your needs.P. G.
Date: 06/12/2025
Your employees are trained to close sales. This obv. requires some product knowledge.
Every single question i asked my reps came with one of two responses: i dunno, or, I'll say what you want to hear if you but this pool.
In fact, many questions came up after the sale, when i realized that there were some very heavy restrictions and variance required to put a pool in my city.
The ignorance from the sales team on this was LOUD. Why wasn't this included in the first five questions i was asked when i said i wanted a pool????
Later questions:
I'm having my pool put in below grade, do you know any installers who can excavate AND carry off dirt?
Uhhhhhhhh i dunno you'll have to call around? These things are a major fixture on a home and your bushes doesn't network with designers, installers, and contractors of all kinds???? Like i said, you SELL POOLS and that's it.Review fromGregory S
Date: 05/27/2025
1 starGregory S
Date: 05/27/2025
Had my spa serviced by the service department. The technician was good but customer service department was awful and stuck up. I ended up going elsewhere for part I needed due to terrible customer service. All I asked for was a price breakdown and manufacturer name of the part via email or text and she refused to send it because I may price compare elsewhere.Litehouse Pools & Spas
Date: 06/09/2025
We are sorry that you were not able to get the information you requested. OEM parts for spas are available through certified dealers. There are generic replacement parts that may or may not work in place of the OEM parts. We typically can provide the information for the OEM component and it's often available from the vendor's web site as well. You are welcome to compare pricing, but we cannot install any parts that are not OEM and bought through a certified dealer. This may be where the issue lies. Thank you for your comments.Review fromMichele S
Date: 05/20/2025
1 starMichele S
Date: 05/20/2025
We purchased a pool from Litehouse Pools and Spa Parma, Ohio location in 2024 with installation intended for spring of 2025. We have had nothing but problems and miscommunications with Litehouse coordinating with our city for the permits. Litehouse keeps telling us that the city registration paperwork has been completed but when I call my city, they say they don’t have the paperwork. Maybe by leaving a bad review they might get moving on what needs to be done. I regret my purchase from Litehouse pools.Litehouse Pools & Spas
Date: 05/21/2025
We understood this customer lived in Chagrin Falls, but we were then told they actually live in Orange Village so we had additional paperwork to submit to cover the village and this has been completed.Review fromAlex L
Date: 11/04/2024
1 starAlex L
Date: 11/04/2024
I tried out Litehouse pool service to close my pool for this winter, I used to just do everything myself prior. I paid $370 for the service. I came back from a small trip and my pool cover had blown off and let all kinds of garbage in my pool. I made sure my pool was spotless before closing and now it’s gonna be a job to clean it up at opening. I gave them a chance to come and fix it and they wanted to charge me an arm and a leg to come fix it or I was on my own. Paid a lot of money just to have to correct it. Very dissatisfied and disappointed to pay for a service that didn’t hold up.Litehouse Pools & Spas
Date: 05/21/2025
We are sorry that your cover was blown off by the winds. Unfortunately we have some very strong winds throughout the area on many occasions that cause damage or this type of event to occur. When they do occur, we must charge to come out and perform repairs or replace a cover that was blown off for circumstances beyond our control.Review fromJackee W
Date: 05/21/2024
1 starJackee W
Date: 05/21/2024
I purchased a pool from Lighthouse 3-25-24 and it was ordered and deliv. to my home 4-1-24
**when i ordered it I was told there were only 2 installs IN front of me
**when it was delv. the man that delv/sets up the pools told me there were only 3 pools and 2 liners to install before mine (time frame dependent on weather)
I called the install gentlemen on 5-1-24 and he informed me that there were 10 pool installs in front of mine!
when the pool was purchased i was told it all has to do with how fast you get the finances done and then you are on the list!
so HOW did i get to 10th on the install list when i did the $$$ on 3-25-24??
well i have an idea........ and if this is not resolved ASAP with Lighthouse i will file another complaint about the Ontario Lighthouse Pools and Spas......Litehouse Pools & Spas
Date: 05/30/2024
We are not certain what you're referring to regarding the order of the install list. Pools are installed as quickly as possible depending on time of purchase, yard condition and weather. Your concerns have been forwarded to the store and we hope that they can expedite the process if this has not already been resolved.Review fromAngie L
Date: 05/20/2024
4 starsAngie L
Date: 05/20/2024
I came into your Ravenna location today with my dad and we had the best experience with Alexis. She was knowledgeable about the whole pool process and explained things so I could easily understand. She was friendly, welcoming and is exactly what is missing from the customer service experience industry. After she generously allowed me and my dad to banter back and forth(as we most always do), she took the time to help us load heavy sand into the van. The cost seemed a little high for some sand and some chlorine but the facility was very clean, all the other employees were being productive and helpful, and other customers were smiling and laughing. Alexis is a rockstar!Litehouse Pools & Spas
Date: 05/21/2024
Thank you so much for writing!Review fromTim F.
Date: 02/12/2024
1 starTim F.
Date: 02/12/2024
SIx years ago I purchased a pool at the half price fall sale from Lighthouse pools in ************** ****. Upon installation I discovered that the pool being installed was NOT a new pool but a demo pool from another Lighthouse store. They swore to me that it wasn't a demo pool but I found paperwork telling me otherwise. All I have wanted is the parts that were damaged from being a demo (scratches and gouges) to be replaced. I called every year in the spring to get an update and they told me over and over again that the parts were ordered but I have still not received resolution to this issue six years later. My advise would be not to trust them as they have lied to me time and time again.Litehouse Pools & Spas
Date: 05/30/2024
We will look into this situation as we are not aware of this.Litehouse Pools & Spas
Date: 05/30/2024
After some research, it seems a new liner and several pool parts were provided in 2020. What are you looking for exactly?Review fromChip B
Date: 11/02/2023
1 starChip B
Date: 11/02/2023
We are dealing with no communication from store in Ravenna waiting to have our pool installed. We paid around $7,485 dollars to purchase a pool and have it installed. We are getting zero response from the installer and the Ravenna store is doing nothing to help remedy this situation. When we purchased the pool we were building the house. We communicated this and when we had access to move in we had the store deliver the pool. They called a ton prior to get it delivered to us to free up their back room. Now they could careless to even help. We bought a pool from lighthouse 15 years ago and had zero issues so we thought we would purchase again. Looks like a horrible decision. The manager could careless the salesman has been as helpful as he can be. His leadership is not at all. Keep in mind we have already paid for this install. The store sent us an extra robot to clean the pool. We could have said we don’t have it but that’s not who we are. We will return the robot as we don’t need 2. It’s humorous to me that the robot is a huge concern but the install and customer service aspect is not. We have our landscaper now stuck in completing our project because light house can’t communicate. The money spent is not chump change. We ended up just being another customer who this store could care less about. We had bought all of our products from them from chemicals to pool toys. This doesn’t get fixed we are moving on and will demand a refund in full for the install.Litehouse Pools & Spas
Date: 11/03/2023
We have resolved this issue with the consumer. unfortunately, it's too cold to install the pool this year, but we will have it installed next season.Review fromTim L
Date: 08/23/2023
5 starsTim L
Date: 08/23/2023
Litehouse Pools did a wonderful job with tear down of old 25 year old Litehouse pool and install a new pool all in 2 days. An absolute fantastic product and work crew out of Mansfield, Ohio store. Office personnel was very knowledgeable, knew what was needed and set up times with work crew. Again, wonderful job.
Tim LLitehouse Pools & Spas
Date: 05/21/2024
Thank you so much for the great reviewReview fromAlla H
Date: 06/12/2023
1 starAlla H
Date: 06/12/2023
Absolutely awful customer service - they brought us a “new” tub that leaked, had clogged filters, was full of debris at the bottom, had lights that didn’t work, and jets that didn’t work. Also charged for removal when we did not have removal and refused to issue credit unless I came into the store which is an hour away from me. Would never spend the kind of money we did for this awful service. Part of the purchase is knowing u have support if anything goes wrong and they bailed as som as the tub was deliveredLitehouse Pools & Spas
Date: 06/13/2023
Thank you for your review. We apologize that there were issues with the cleanliness of the spa at delivery and that you have had issues with the Lights and foot jets. The spas come to us wrapped and we don't remove the wrap until we are sending it for delivery. It's rare, but sometimes the spas get wrapped at the facility with some debris. When this is discovered, we clean them completely upon delivery. It looks like we just recently received a request for warranty service to the spa for foot jets and light issues and have already scheduled to repair.
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