Complaints

This profile includes complaints for LPI, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LPI, Inc.

  506 Twin Oaks Dr Johnson City, TN 37601-7610

  
• 

  LPI, Inc.

  520B E Hebron St Charlotte, NC 28273-5989

• 

  Tuff Spas

  7612 N 74th Ave Glendale, AZ 85303-1603

• 

  Tuff Spas

  121 S 39th Ave Phoenix, AZ 85009-8031

• 

  Tuff Spas

  5205 W Montebello Ave Ste 1 Glendale, AZ 85301-2744

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:10/26/2022

  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.

  This hot tub was purchased 5-29-18
  It did not work when it arrived and was severely delayed by 6 months from the original delivery date .
  It developed a leak in it from the blisters in the acrilic bubbling . I opened a case on 4-28-22 while still within the manufacturers warranty for the blistering the leaks and the panels all fading . At this time I had asked for a replacement tub due to the delaminating .
  They ended up sending out a acrilic kit and a repair man came on 7-15-22 the repair man came out and the pictures with the black spray paint is how my tub was poorly repaired .
  I got a second opinion from another hot tub company Ajax spa and they informed me that chips left in the tub were caused by the clear coat delaminating from the shell and the tub should be replaced under the existing warranty . Since then L.P.I has not returned any of my phone calls on warranty claim 32666 I have called several times and they have used several excuses internet not working . First supervisor is on vacation .
  They have not received my emails . I've talked to them and they tell me my case manager Melissa will return my call only to never call me back . I have several emails and recordings of me talking to them only to never hear back from them . At this point I feel I've exhausted all reasonable attempts of communication and I would just like a refund for the spa .
  

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/11/09) */
  A representative is communicating with the technician that had performed the previous repair. Your warranty on the acrylic is prorated in years 2-5 and Labor was 18 months. We have been going beyond the written warranty in trying to resolve this with you, but do at the end of the day believe this can be repaired and was. -There has not been any information at all shared with us concerning leaks through the acrylic pitting. Please reference bullet 3 under warranty procedures in your manual/warranty information: " Upon receipt of all of the requested information, Catalina Spas will evaluate it and decide how the claim will be resolved. Repair or replacement is at the MANUFACTURER'S discretion. In all situations, a repair is considered the appropriate course of action. If the spa cannot be repaired in the field and must be returned to the factory, approval must be obtained from Catalina Spas. Cost for removal of the defective spa, delivery and installation of the
  replacement spa are the responsibility of the consumer and will not under any circumstances be covered by the MANUFACTURER."
  
  
  Consumer Response /* (3000, 7, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been calling LPI for months only to be told there is no up date or that my case manager ******* will call me right back .this spa is within warranty . The reason I have not told you it leaks is because I have not filled it back up with water because when I call I'm told I'm in line for a new spa . The repair is in acceptable not only on the looks but also due to the shell separation / delaminating from the liner .
  When I purchased the hot tub I was told it had a 10 year warranty .
  It is now less than 4 years old and the tub has separated from the liner . Lpi has never fixed the rusty screws in my original complaint and now the touch screen has gotten Lines all through it and barely displays even though it has not been in use since my original complaint / warranty claim . I have a few recorded calls where lpi tells me they are talking to their manager and they are asking for a replacement tub .
  They have not 1 time called me back or reached out to try and get this corrected / resolved . And if you look at the pictures that I submitted of my brown hot tub the black spray paint marks in it is where is was repaired. I immediately called lpi to let them know this was unacceptable .
  I paid a lot of money for this hot tub over 8k and they are not willing to do anything about their poorly constructed hot tub . I also had another hot tub company look at the spa and they informed me due to the delaminating of the tub it should be replaced under manufacture warranty .
  Feel free to reach out to me via phone email for any further needs.
  
  
  Business Response /* (4000, 11, 2022/11/18) */
  Per FedEx tracking: 5569-2193-8980, an acrylic repair kit was received on 6/13/22. This was not provided to the technician at time of, though it was a prerequisite for the service. We do have a signed completion of service form dated 7/22/22 and the technician had asked prior to departure and signature if the work was acceptable. Please provide documentation of the manual/warranty that you received at time of purchase outlining the warranty you have described. A remake has not been approved based on the evidence provided in your claim. We did speak with the technician that made the initial repairs and they are willing to return in the spring to further assist.
  
  
  Consumer Response /* (4200, 13, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's unfortunate that your company has never called me and I always have to call you even after 10+ emails/ calls. It speaks volume to your customer service / relations . And when I do call I never receive any info always an I'll call you back. But to never hear any response .
  3038345809 is my phone number . My under standing is the parts warranty is 5 years and this tub is only 4 years old. I've been told on several occasions that this tub is in a remake process and that they would have to check on the progress only to never be called back . The original claim was on 4-26-22 the fact that your kit was sent on 7-22-22 speaks facts to your customer service also the kit was provided to your tech that left black spray paint spots in my 8k tub then said that was the best he could do .
  This tub has had the lining delaminate and just because you had a guy come out and poorly repair the spots in my tub don't make it right . Your excuse is because there was a sign off that the repair was complete. After contacting another company we now understand the work was unacceptable. Not only were the previous concerns not addressed we now have additional concerns, leaks and mechanical problems with the screen. I can't understand how you can stand by your company after this much hassle and product failure after this new tub being only 4 years old. Also please send me a copy of the warranty from my receipt and also the copy of the warranty that you claim you provide .
  
  
  Business Response /* (4000, 15, 2022/12/05) */
  Customer service has checked on several occasions to see if you were approved for a remake. This unfortunately was never approved and this remains the case. Your dates appear to be somewhat confused. The repair kit was received 5 weeks before the repair and it was the customer's responsibility to provide the technician with this item for the repair. If it was provided, we apologize as there are two sides to every story, and we are reporting what the third party technician told us. Now the work was complete, functionality has never been lost from this acrylic damage and you did endorse that the work was done. The issue now is you do not like how it looks. We have advised that we can readdress it when weather permits. Delamination can happen in a spot or two, it is not a situation where the entirety of the acrylic is necessarily delaminated. Did your third party professional advise of the signs of chemical misuse that our factory technicians see? (This is not covered under warranty, but again we are still trying to assist). If you would like to submit a warranty request for any new issues, ex. your topside, we would be glad to assist as it would need to be a new case. The warranty for your spa reads as follows per the website: Structure- 10 Years, Shell- 5 Years, Major Components- 5 Years, Plumbing- 5 Years, and Labor- 18 Months. What this means with the labor warranty is that we will provide you with what you need for the repair but are not legally obligated to pay for the labor of the work. Now we have done this to assist you as a courtesy. Burden of proof, falls onto the person making the claim. We have advised what your warranty is, it is visible in the owner's manual that you were provided at purchase, and it is available online. If you have something documenting that it is something else, you would need to provide that.

• Initial Complaint

  Date:10/24/2022

  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.

  There has been an ongoing 6 months saga of LPI not addressing the issues with the hot tub that hasn't been working properly from the moment it was delivered. They refuse to take care of the problem, and are not taking the responsibility clearly defined in contract. The hot tub in questions hasn't been working since it was delivered, they were not able to find the expert to fix it, and were trying to diagnose it virtually, which is impossible. Now. they're refusing to send the technician and cover the cost of its repair. It's been a torture dealing with this company.
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/07) */
  We have been in communication with the tech that most recently went out on the previous work order. They have advised it is hard to schedule currently due to pool closing season, but will be coordinating with the customer promptly.
  
  
  Consumer Response /* (3000, 7, 2022/11/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  OUR RESPONSE IS IN CAPS: 1) We have been in communication with the tech that most recently went out on the previous work order. THIS WAS OVER 2 MONTHS AGO WITH FOUR SEASON SPA & POOL. WE HAVE REACHED OUT DIRECTLY TO THIS SERVICE AND THEY DO NOT WANT TO WORK WITH LPI BECAUSE LPI WONT ADEQUATELY PAY FOR THEIR SERVICE AND RATES. 2) They have advised it is hard to schedule currently due to pool closing season, but will be coordinating with the customer promptly. THIS IS NOT TRUE, THEY DO WORK ON OFF SEASON AGAIN THEY DO NOT WANT TO WORK WITH LPI BECAUSE OF THEIR POOR BUSINESS PRACTICES. FURTHERMORE LPI SIMPLY REJECTS TO COMMUNICATE WITH US AND PUTTING US ON HOLD FOR HOURS AND HOURS WHENEVER WE TRY TO SOLVE THIS PROBLEM. UNFORTUNATELY, THIS HAS BEEN THEIR PRACTICE FOR THE LAST SIX MONTHS FROM WHEN IT WAS DELIVERED. LPI KEEPS SENDING THE SAME PART WITHOUT TROUBLESHOOTING THE ISSUE WITH THE TUB. THE ORIGINAL SERVICE COMPANY FOUR SEASON NEVER GOT AUTHORIZATION TO DO ANY TROUBLESHOOTING AND DIAGNOSE THE PROBLEM. LASTLY, SIX MONTH SAGA IS FAR FROM BEING ADDRESSED PROMPTLY. WE CAN PROVIDE ALL THE CORRESPONDENCE AND LOGS FROM THE LAST SIX MONTHS. THOUGH LPI HAS YET TO CALL US BACK DIRECTLY.
  
  
  Business Response /* (4000, 9, 2022/11/21) */
  Interestingly enough, the tech has not mentioned their disinterest in working with us directly and agreed previously to a quote. The tech advised they have been in contact with you and are trying to coordinate a scheduled time, hopefully for this week (11/21/22) on 11/16/22. They report that it sounded like a breaker issue as we have replaced the spa pack previously. The work order for diagnosis was assigned 9/2/22; you and the tech both received emails on this day. If you would like to speak with us directly, your case manager's name is and her direct phone number is:

• Initial Complaint

  Date:10/23/2022

  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 purchased a hot tub from LPI via my local AquaLiving dealer. After multiple delays the hot tub was finally delivered in May of 2021. Since that point we have been unable to use many of the features and have requested multiple warranty repairs for the lights not working( 2 different repair men neither could fix the issue), bluetooth not working(multiple repairs and it still didnt work correctly as of the latest technician visit), and a large leak issue. I could deal with the other two issues bit at this point I have had 2 different technicians "repair" the leaks only for nothing to be fixed. This saga has been ongoing for over a year with each person I talk to telling me it's normal for the hot tub to lose some water but over an inch a day is not normal. After looking ourselves my husband found 3 obvious leaking jets that no repair person caught. I have been unable to use the hot tub I have been paying for on time every month and in the process of all this I have wasted hundreds in chemicals balancing the hot tub only to have it leak or need to be drained for repairs. I would like my hot tub fixed or replaced and some reimbursement for my extra expenses due to these issues.
  

  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/07) */
  The jets and additional components were delivered on 11/6/22 per FedEx Tracking number: 603111335064. A new technician was assigned for this repair and they will be reaching out to coordinate an appointment.

• Initial Complaint

  Date:10/21/2022

  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.

  I purchased a Catalina carton luxury hot tub in Oct 2121 and received it in 1/22 with a tuff cover which did not close properly. It was winter and I was concerned that all the heat was escaping. I called company and sent pics as requested and was told cover will be replaced. Instead of receiving a new cover I received a box of foam stripping.
  Next because of this problem the control panel was exposed to the winter element that got water inside of it and it had to be replaced.
  I then noticed every single screw on the tub as well as all the hardware on the tuff cover coated with rust.
  The radio silver surround also is now peeling.
  Next the motor had to be replaced the main component of the hot tub. I had the tech at my house who was wonderful. He replaced the motor and He and I notice one of the corner pieces had a hairline crack in it and the main side the board was entirely warped. I received only these two pieces which are presently sitting in my garage.
  Currently my lights are stuck in the red and green mode and the water fall isn't working either . I don't think it is even circulating properly.
  I call LPI and on hold for 25-35 minutes which is insane. I finally spoke my case worker who was very pleasant and she stated that many clients are giving the same issues with the hardware that the hardware that was purchased from China. They are now getting it in the US. I feel like they just want to send me more band-aides. I want the cover replaced otherwise they can replace the entire hot-tub or give me back my $12,000.
  This has been purchased for relaxation purposes and it has been nothing but a nightmare.
  

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/11/04) */
  We apologize for the frustration you have experienced. We have all the necessary components ready to send, with the FedEx tracking number: . This will be scanned in and trackable shortly. The work order has been made and will be assigned early next week. Per management we have to try this repair, before we can pursue an alternate resolution.
  
  
  Consumer Response /* (3000, 7, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am still missing parts. I emailed LPI in regards to this. The radio surround and a few other items are missing. I also haven't received a call from a technician to replace all parts and to try to fix the cover. I am not happy that the cover after all of this is still not veing replaced. I am trying to think positive but this had been an ongoing problem for 10 months. Very unhappy.
  
  
  Business Response /* (4000, 9, 2022/11/21) */
  The requested parts have been received per FedEx tracking: . The technician advises they have been in consistent contact with the customer and should be coming after Thanksgiving to resolve.
  
  
  Consumer Response /* (4200, 11, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am still
  Waiting on the correct parts. My radio is all peeling and they sent me a speaker that isn't even a part for my tub. I am waiting to have the technician come to service the tub and replace corner panel, side panel, every screw holding tub together and all rusted over hardware on my tuff cover which I hope eventually closes properly so the heat stays in since we are once again in the winter months.
  I have been dealing with this for 10 months now. I am extremely frustrated.
  
  
  
  Business Response /* (4000, 13, 2022/12/06) */
  The subwoofer and shims have been shipped per . All other parts are in your possession. The technician will contact you to schedule a date after receipt. We sincerely apologize for the frustration and hope to have this resolved shortly.
  
  
  Consumer Response /* (4200, 15, 2022/12/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am still waiting on the radio surround. They sent a speaker not the radio surround that is completely peeling. I also still am waiting on the technician to come and replace everything. I am hoping this takes place very soon.

• Initial Complaint

  Date:10/19/2022

  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 Tuff Spa TT450P in July 2020 from a local dealer & the primary reason was the patented 4-piece hard top w/ lifetime manufacturer's warranty. The patented top has never fit together properly and completely closed and kept debris, leaves, pollen & dirt out. It also allows steam from the water to escape which wastes energy & water & requires refilling water more frequently than normal. The manufacturer has sent several replacement components as well as a complete new top which has yet to resolve the problem. The local dealer is no longer affiliated w/ the manufacturer who was also purchased by a competitor (LPI, Inc.) earlier this year. Ironically, the competitor bought Tuff Spa for the patent on this top to use it w/ their other brands & products. LPI will no longer respond to calls or emails to resolve this issue. Their authorized servicer who came out to install the complete new top told us he was sending in a report w/ his invoice for labor. He also hinted that the issue may be w/ the spa shell itself & not the top. We have been fighting this battle for two years and have been reasonable & patient throughout the process but now their failure to respond or communicate has brought us to this point and I'm not sure it can be fixed so either a complete replacement or refund may be the only resolution. Sadly we love our Tuff Spa otherwise.
  

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/02) */
  We certainly appreciate your patience and do apologize for the frustration. A technician did come to do service work on 10/22/22. He supplied a request for additional parts with his invoice and completion of service. Clarity is needed in one instance, and we are waiting for him to return to office to coordinate with one of our engineers.
  
  
  Consumer Response /* (3000, 7, 2022/11/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I guess I have no choice but to wait. Almost two weeks have passed since technician made visit and he said he worked at the factory so I don't know what is taking so long to get with engineering.

• Initial Complaint

  Date:10/19/2022

  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 purchased a Dr Wellness Spa in March of 2021. It was delivered in June of 2021. It was incorrect Lu placed too close to the 200 amp electrical box. LPI told me that their delivery person/ installer would not come out to move it and we could do it ourselves. We did that prior to ever filling the tub with water. We proceeded to fill the tub. The next morning we notice water at two different spots. My tub sits on a cement patio so it's very visible. I called them. They sent out the local Repair tech. He never open jup the tub to investigate it on the 1st vist and on the next two vista out for the same issue. This has been going on continuously. The last time The Spa Dr came out he finally took the panels off and agreed we needed parts replaced. Of course we out of warranty by then. This is a completely fraud based company that does not stand by their product. My tub leaks about 4-6 inches of water every few days. I want this fix and paid for by LPI
  PLEASE. I am a Senior and this has made a difference in my health but I should not have to refill it twice a week and add more costly chemicals etc.
  

  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/02) */
  The customer received the unit on 6/15/21. Work Order 9614 was opened on 7/2/21. We have an invoice from 7/14/21 in which the technician advises that tightening a union stopped the leak. We then heard from the customer on 3/23/22 with case XXXXX, there was a question about turning a jet and the manual. On 4/25/22 the customer advised that there was a leak and we provided the warranty information directly. This is the last contact we had directly with the customer. Included is a copy of the warranty that is available in both the manual and on the website. The customer would have had opportunity at point of sale to purchase an extended variant.

• Initial Complaint

  Date:10/18/2022

  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.

  I purchased a hot tub from them and I have had to call numerous times, when the delivery people dropped it off here, they literally dropped it! And damaged it, I had a brand new concrete overlay put on and the delivery guys scratched it and I had to have it repaired, I am missing items from the hot tub, Once I get through they send me the wrong stuff! I was to receive a check from them and no check, the communication has stopped, I have been trying to get a hold of them the last 3 weeks, while the hot tub is still sitting empty!! I need to talk to someone!! It's a lot of money to waste on a lemon hot tub!
  

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/11/02) */
  All of the correct components have been received per FedEx tracking labels: We do apologize that one of the initial components was the wrong size, we have since sent a return label to your email and delivered the appropriate piece. There has been consistent communication with your case manager and we are continuing to request details from the technician concerning the diagnosis. Your case manager is also coordinating with the show team. As advised on several occasions, both verbally and through the notification emails, a principal reduction was applied to your Wells Fargo financing on 9/22/22.
  
  
  Consumer Response /* (3000, 7, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This hot tub was dropped very hard when delivered, The frame is cracked, nothing is working right, after multiple calls and emails back and forth, we seem to get the same answer, "we need to go through upper management." We have been dealing with this since August, they sent technicians out and they believe it was dropped so hard, and so many things are wrong and will continue to go wrong, We have asked for a new hot tub, or a refund and again, it's "we have to talk to upper management" They did send a speaker cover, and head rests, and foam fittings and did give us $ credit for the hole in the black plastic, we have been dealing with this long enough, enough with the excuses, we paid a lot of money for this hot tub, this was not our fault, again, we want a new hot tub or a refund, this has been a horrible experience
  
  
  Business Response /* (4000, 9, 2022/11/09) */
  There is quite a bit of inconsistency in what different representatives have been told concerning some of these issues, especially the concrete damage. Odd how it can be fixed during one phone call and wanting reimbursement, and the next this is not the case. Management has advised there will not be a refund or a remake approved. Every issue noted specifically can be fixed under warranty and will be. If the delivery was so catastrophic, the unit could have been refused or additional documentation could have been made on the BOL at time of delivery. We are waiting for the technician to submit the paperwork from their recent visit; so that any necessary parts for repair can be ordered and a new work order created to resolve all issues.
  
  
  Consumer Response /* (4200, 11, 2022/11/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The only inconsistencies are on your end. When the hot tub was delivered, after it was dropped, we told the delivery guys that we did not want the hot tub, because it was dropped, one of the guys told us we had to talk to the company about it, and that they would tell them also, apparently not. We called the salesman multiple times because he told us to contact him if there were any problems we did immediately even while the delivery drivers were here. We tried for a couple of days then called the company. When calling the company, it took multiple times to get through while there was always 37+ people ahead of me, every single time, my phone log shows everything. I have multiple emails showing how many times I asked for a call back and went 2.5 weeks without any communication. When it comes to the floor, has put me through to voicemail I left multiple messages and told me she has emailed multiple times, I had told her that we had to get the floor done as fast as possible because we could not have it sitting in our driveway, hot tub was delivered Aug. 26 and floor was fixed Sept 26 it was exactly 1 month later, and again I have the receipts to prove it. Once I was able to get in touch with , on Oct 26th (2 months later from the delivery after multiple attempts) when he first got on the phone, he laughed at me and was very disrespectful to me, He asked me for pictures and the receipt and that I would be hearing back from him, again, never heard anything back from him until their rebuttal. We are paying 13,500 for a broken tub that does not work, the frame is broken in half from being dropped, there are multiple things wrong with this hot tub, 13,500 is a lot of money to be out of because the company won't stand behind its product. We had to pay an extra 1590.00 to have the floor fixed because of your 3rd party deliver guys. The technicians have been here a few times and said that there are too many things wrong with it from being dropped. The reviews from this company online are awful, people should not have to deal with stuff like this when they are spending their hard-earned money on it. Do we have to get lawyers involved? I have everything documented. All we are asking is either for a full refund or a new hot tub and to be reimbursed for the flooring that YOUR delivery guys ruined. This is 100% on this company, not us.
  
  
  Business Response /* (4000, 14, 2022/11/21) */
  Pool Service has advised they will be coordinating with the customer to schedule this week. A follow up for information about the floor issue has been submitted. Your case manager's name is , and she can be contacted directly at to avoid waiting in the queue. We are 100% standing by the warranty associated with spa line. Please reference the attached copy of your unit's warranty section.
  
  
  Consumer Response /* (3000, 22, 2022/11/29) */
  Again, they wrote back and yet no communication about anything!! This is ridiculous
  
  
  Business Response /* (4000, 24, 2022/12/07) */
  We are providing you with information as it is made available to us. The previous technician has proven unresponsive; for this we apologize. A new technician is being assigned to complete your work orders.
  
  
  Consumer Response /* (4200, 26, 2022/12/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have had this hot tub since August, have not been able to use it, and I have emailed 3x asking for a call back and yet again, no response. Something needs to happen, we need action! Who is going to fix the frame on this? This tub does not work!
  
  
  Business Response /* (4000, 28, 2022/12/08) */
  After speaking with ****'s *** ******** we have been informed that you were in communication with them and knew the circumstances concerning the delay. We are waiting on a parts list and they will be completing the frame repair as well.
  
  
  Consumer Response /* (4200, 30, 2022/12/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have had no communication from LPI about the floor either, we don't even know what is going on, we were supposed to be refunded the amount that we had to pay to fix the floor, this is ridiculous that we have been waiting to hear about anything for this long

• Initial Complaint

  Date:10/16/2022

  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 bought a hot tub from a local dealer here in Ft. Lauderdale on 3/28/22. I paid over 10,000 dollars for this particular hot tub. When I purchased it I was given the name of a certified electrician that hooks up most of their hot tubs and hot tubs for many other companies. When I had the hot tub delivered I used that electrician because I wanted to be sure it was wired safely and correctly. He wired it and set it up for me. All was good until about 1-2 months later the hot tub began to trip the breaker and would not stay on. I called LPI and they sent a technician who diagnosed the problem to be the main board and the pump. New ones were sent and the problem was fixed. About a month later it happened again. At this time they asked me to send a picture of the wiring and I did. I was told the wiring was fine but that I should have the breaker checked to see if it was a bad breaker. The electrician came back out and checked everything and put in a new breaker just to be sure. He said nothing was wrong with the old breaker or the wiring but he replaced the breaker anyway. LPI then sent someone out again to diagnose the problem and this time it was the heating element. Again it was fixed. This time it didn't last a week before the breaker tripped again. I called LPI and was asked to send a picture of the wiring again. I took another picture and this time they say it is not correct. They said it has to have a sub panel and not be wired to the main box. I spoke with the electrician who said that is incorrect, that a sub panel is only needed when the hot tub is too far from the main box. I told them that and they insisted it had to be wired with a sub panel. I finally got the electrician back out to put the sub panel in so it would look like the picture they sent of how they wanted it wired. So now it is wired per the picture. Now I am being told it is still not correct and they won't help until it is. I can't get anyone to respond with what is now wrong and want it fixed.
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/31) */
  A replacement pump was received 10/28/22 per FedEx tracking number: . A new work order was created and assigned to Hot Tub Solutions on 10/27/22.

• Initial Complaint

  Date:10/11/2022

  Type:Delivery 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.

  1. Hot tub cover purchase
  Getting an answer on when I will get my hot tub cover is painful. Zero reply when I call or anyone to answer their phone or emails.
  
  2. Hot tub repairs
  I am still am not able to get my hot tub cracks fixed. They sent me the repair kit and said they needed to send a certified tech to my home to do it. No updates
  
  This is the worst company I have ever dealt with in my life for lack of customer service and follow through extremely long wait times to get to a person who cannot help no follow up no assistance either via phone or email

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 6, 2022/10/26) */
  In terms of the cover, we apologize that a representative did not reach out to you directly. The order was cancelled as it was not submitted to production correctly on our part. The last contact we have concerning the warranty repair was in June, in which a credit was issued for the continued frustration as we pursued an acrylic technician. The case was closed due to inactivity. The weather may have turned for acrylic repair. Your case manager and tech scheduler have been advised of this and a representative should be reaching out to you shortly.
  
  
  Consumer Response /* (3000, 8, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I repeatedly call and email asking for status and get zero reply. The inactivity on the account is due to their negligence. When a case is assigned to anyone the account drops from action and no one response with Any form of update to assure they care about their customers.
  I really do fear if my new spa needs work under the warranty and I cannot get anyone to help me from LPI.
  I do not have faith that they will contact me shortly. Winter is close and they never reached out to me all spring summer during warm weather to attempt to fix the repairs. Why would anyone call me now when they can't do the work in cold temps ?
  
  
  Business Response /* (4000, 17, 2022/11/09) */
  A representative spoke with the customer's spouse and advised that we would completely honor the acrylic warranty. Due to it already snowing in the customer's region, this repair will need to be completed in the spring. We apologize for delay.

• Initial Complaint

  Date:10/10/2022

  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.

  I have been having a problem w my hot tub since December. I have communicated w LPI quite often. I have gone through two contractors in the area (unable to help or fix) the last contractor even told me the hot tub was to badly damaged and will red to be replaced. I have spoken with LPI and they jus said they haven't heard anything from contractors. I just spoke to a customer service "supervisor" she said my case 26667 was closed back in April or may. Can't be true I have been calling. They must have not heard anything from the contractor either...how is it closed? Was there a plan B or C? Hot tub still not functional ya know. LPI keeps telling me there is no one in my area? Ok so now what? How is the equipment supposed to be repaired. LPI responsibly to diligently find a repairman to fix the situation. A hot tub under warranty, what should I do now? It's been almost a year since the hot tub leak.
  This can't be the way this process should go? Does this seem right? I'm a disabled combat vet, thinking I could use the hot tub for my Arthritis in back n neck. At this point as a first time customer I'm ready to just try to get my money back and be done with it. A buddy of mine told me to take it to court but I really don't want to go that route. With 1000$ down n about 6-7 months of payments, the electrical work 1200$ needed as well as hot tub prep prior to having the hot tub delivered such as the cement slab 800$.
  

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/25) */
  A representative spoke with the customer to confirm they were still in possession of warranty parts sent. A new work order has been created to complete this repair and the technician, Spa Doctor (401) 265-0201, will be contacting the customer to coordinate scheduling. Additionally, management has approved a 6 month warranty extension.