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

  
• 

  Tuff Spas

  121 S 39th Ave Phoenix, AZ 85009-8031

• 

  Tuff Spas

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

• 

  LPI, Inc.

  520B E Hebron St Charlotte, NC 28273-5989

• 

  Tuff Spas

  7612 N 74th Ave Glendale, AZ 85303-1603

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:10/06/2022

  Type:Delivery 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.

  I purchased a hot tub when deliverd they didnt have the steps. They said they were on back order this was in end of april 2022 - I have called many time left many messages to differnt depts. I cant get a response i did manage to get through once on customer service 10 days ago they told me to submit a request online which I did over 10 days ago. still no responce. website claims 2 business days to respond and was told that was the quickiest way to get a responce. when you call in the autmation tell you it a long wait ask if want to hold and then tell you hold too long call back later

  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/17) */
  Your steps have been shipped out today per FedEx tracking: XXXXXXXXXXXX. We apologize for the delay in receiving your accessory.
  
  
  Consumer Response /* (2000, 7, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/04/2022

  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 a swim-spa from Aqua Living on 4/8/21. We did not receive the spa until it was delivered on July 6, 2022. After delivery and filling up the swim-spa it was discovered that one of the 2 pumps stopped working and the heater was not working. We contacted LPI on July 7th and had a technician at our home on July 9th. All information was reported to LPI regarding the problems. It was requested that a NEW CORD for the pump be sent and a new Spa Pack be delivered. We received delivery for a new control board on July 16th however the wrong control board was sent. Instead of a Waterway NEO 2100, they sent an EnergySaver Spa Equipment controller Model LPIBP20 which is the wrong controller for my swim-spa. We contacted LPI immediately regarding this and they told us that the correct controller would be sent out and they would send a label to send the correct one out. After not hearing anything from LPI or receiving the correct spa-pack I started inquiring to only be told that it will be shipped out. Every single week I have contacted LPI and been told the same story. Only Saturday 10/1 I finally received the new spa pack HOWEVER to my surprise, again it is the wrong one. This time we received an EnergySaver Spa Equipment controller Model ********* I have tried contacting my rep who was of no assistance (*** ******** as well as LPI with no response. It appears no one cares and after spending $25K+ on a swim spa and waiting 14 months, we would expect better response, service and follow through

  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/14) */
  We apologize wholeheartedly for the shipping errors. The correct spa pack was received 10/6/22 per FedEx tracking: and a new work order has been assigned to complete the repairs for the unit.
  
  
  Consumer Response /* (3000, 7, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The correct pack was indeed finally received and installed. It is now working properly however it took dozens of calls and emails to get this done. We believe we should be refunded or compensated for the loss of function for approx. 90 days along with the lack of response and follow through after paying $25K+ and waiting 14 months
  
  
  Business Response /* (4000, 9, 2022/10/25) */
  Management has approved a warranty extension. The new effective start date for your full warranty is the day that services were completed: 10/07/22.
  
  
  Consumer Response /* (4200, 11, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The resolution for the business does NOT take into account the experience, time & emotional effort required to finally obtain a working tub.

• Initial Complaint

  Date:10/04/2022

  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.

  Hot tub delivery was later than promised (3+ weeks). Salesman lied about a fire at the factory, but not the factory the hot tub is manufactured in. Gasket on cover was not attached upon delivery. 1 month of using the hot tub the spa pack and pump motor #1 failed. Parts were not ordered for close to two weeks later after numerous dead end phone calls to LPI Inc. Parts were delivered in boxes that were destroyed (not sure if parts delivered are even in working condition). Numerous calls to LPI Inc go unanswered and/or not returned. Cannot get in touch with service tech either. Spending close to $12,000 for a unusable piece of junk is the worst. By the time I get a response, it will be the dead of winter.
  

  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/18) */
  We apologize for the frustration you have experienced up to this point. Our assistant manager has been in correspondence with the customer via email. The correct components for the ongoing seal issue will be ordered and a work order created to replace them. A factory technician will be following up with the correct course of action concerning the replaced pump.

• Initial Complaint

  Date:09/28/2022

  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.

  On September 10, 2021, I purchased the 21' duel temp swim spa from Atera Spas. I was told I should have my spa within eight months. On August 1, 2022 I was told my spa was in production and would be completed in 7-10 business days . On August 9, my salesperson calls stating that my spa had a very small defect and he would send me pictures. He stated that if I accept the spa with the defect I would get $1000.00 off the price. On August 10, I requested additional photos because I couldn't really tell what I was looking at and I was unable to make an informed decision. On August 11, I received a video of the completed spa. I was unable to see any defects but I realized that this spa did not have the correct tile or the cabinet I ordered. I called my salesman and told him that this was either not my spa or they had completely screwed up my order. He stated that my order would immediately go back into production and I should have it by the first of September. On August 30, I called the factory and was told that it would be several more weeks before it went into production. I then called my salesman and canceled my order. He told me that he would immediately submit the paperwork and I would have my refund in 7 business days. September 12, I called to find out the status of my refund. Later that day salesman called and said that his supervisor had approved the cancellation of my order, but some how my spa was put into production and it was already at level 5 and was two stages from completion. I told him that I would accept the spa only if he could guarantee that it would arrive before October 1st. He stated that he could absolutely guarantee that it would arrive before then. Sept. 22, I got an update stating that it was at level 4, with 3 stages to complete. I knew then that my spa was not at level 5 on Sept. 12th and would not arrive by Oct. 1st it was just a tactic to get me not to cancel. I am now told I can't cancel. I want a Refund.

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 7, 2022/10/12) */
  The swim spa is complete and we were waiting on transportation to Louisiana, as none of our units ship individually via transport. We have since been able to secure it passage on our shipment that will be going to east Texas. You will be the first delivery coming off the truck and it should depart by early next week at the latest. We apologize for the frustration in production delays and logistic coordination that were experienced.
  
  
  Consumer Response /* (2000, 9, 2022/10/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  My spa is being delivered on Wednesday October 19th. Thank you for your time and consideration.
  
  Consumer Response /* (3000, 13, 2022/11/30) */
  In July 2021, I was diagnosed with inverted cervical spine 5-8. I had been experiencing extreme pain and muscle weakness and my physician recommended hydrotherapy for muscle relaxation, pain relief, and improved range of motion. I began researching swim spas and had narrowed it down to the master spa and Catalina swim spa. On September 10, 2021, I decided to purchase the 21' Marathon Duel Temperature swim spa from LPI, inc. My deciding factor was due to the fact that this spa included all the exercise equipment and all available equipment and upgrades for one price(see attached list of items). With the Master spa I would have had to buy the exercise equipment separately and my entire reason for purchasing a swim spa was for the underwater exercise equipment. After waiting over a year for my spa to be built and many bumps along the way it was finally delivered in October of this year. When my spa was delivered I realized that the exercise equipment was missing. I called LPI and spoke with customer service agent, and she told me that the equipment was on back order and that it would be mailed to me as soon as they received it. On November 5, 2022, I received an email from LPI stating that they would no longer be making the equipment because they were bought out by the boating industry and if I had any questions I should contact . I emailed requesting a credit for the equipment that I purchased but had not received and she stated that I would not be getting a credit(please see attached email correspondence). This exercise equipment is worth several thousand dollars and I would like a credit to my purchase. I don't know how a company is allowed to sell something to a customer and then claim that they didn't pay for it when it was admittedly included in the purchase price.
  
  
  Business Response /* (4000, 15, 2022/12/07) */
  The attachments only include information pertaining to delivery dates. The invoice does not have these accessories itemized. We will follow up with management and Whitney concerning.
  
  
  Consumer Response /* (4200, 17, 2022/12/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No, I do not except Lpl's response. The original complaint I filed on November 15, 2022 included correspondence between and myself where she admitted that the exercise equipment was included in the purchase price. When the cases were combined, I'm not sure if those correspondence transferred over but they did receive them on November 15, 2022. So until I get what I paid for or a refund so that I can purchase what I paid for it is not resolved.
  
  
  Business Response /* (4000, 21, 2022/12/14) */
  A representative has reached out directly to the customer with an alternative. We are waiting to hear back.
  
  
  Consumer Response /* (4200, 23, 2022/12/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No, I do not accept their proposed resolution. I was sold a 21' Catalina swim spa with all of the exercise equipment. My purchase has not been completely fulfilled. has stated in multiple emails that this equipment was part of my purchase and that it is included in the price I paid. I purchased a swim spa from LPI with exercise equipment included. I made this purchase over a year a prior to this claim that they can no longer get the equipment. The exercise equipment is was sold, is also sold by many distributors and LPI can purchase it from one of the other distributors and send it to me or they can reimburse me for the amount it would cost me to go out and buy this exercise equipment they sold me over a year ago. Either way I would like the remainder of the merchandise I have paid for. I'm not sure where the lack of understanding is on LPI's part, but I requesting nothing more than what I have paid for.
  
  
  Business Response /* (4000, 26, 2022/12/29) */
  There are many things that have been uploaded in an attempt to support your claim including conversations with representatives. Unfortunately, the one that would lead to a direct resolution is proof of the purchase. I have included your modified direct order after the removal of the chiller from your original invoice. There is nothing on your invoice that indicates these items were purchased; if you are able to provide a receipt that contradicts this, we will be glad to continue towards resolution.
  
  
  Consumer Response /* (4200, 29, 2022/12/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this at all. The invoice that the company is referring to just states equipment kit. I will assume that this is the company's way of scamming their customers. I have submitted an email correspondence from the case manager, clearing stating that the equipment was part of my purchase and included in the price. So if the company's Case Management representative is able to see that it was part of my purchase, why is management unwilling to provide me with what I was told I was purchasing. I guess this is just another fraudulent act on their part.
  
  
  Business Response /* (4000, 32, 2023/01/10) */
  is a warranty request case manager for customer service. Your salesperson advised on several occasions that exercise equipment was not included. You did not like that answer so you tried to find someone that while trying to help, could be steered. Let us look at your provided documentation together. Under configuration (notes for manufacturing) it advises:
  
  1) the color and what type of acrylic they will be using for your spa.
  2) the equipment kit you reference does not say 'exercise' but actually indicates what components that would be used in the build: in this instance it is the five pump dual temperature kit that would include your spa pack, circulation pump, topside, chiller, etc.
  3) the chiller model that would be used
  4) the panels for the outside of your swim spa.
  
  Exercise equipment is individually itemized with pricing or if it is a gift, it would still have its own individual line for inventory. Additionally, what you submitted is the original order which was revised after the fact, due to chillers being unavailable. Without the chiller, specialty components for that build would not be necessary, removing that specific "kit." Why would accessories that are not physically built into the spa be listed under configuration?

• Initial Complaint

  Date:09/28/2022

  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.

  We bought a G2 two person hot tub in July of 2022. We installed the tub and a month later the valve to turn the waterfall on and off starting leaking and then blew off the tub and hit the ceiling causing us to shit the tub completely off to stop the burst of water that went every where. I initiated a claim via email on 9-11-2022 to let them know the tub needs to be repaired. I received no response and called 5 days after the claim was made and was told that the part would be sent fed ex to our address. I asked the representative who would be putting this on the unit and she said you will . I told her that I did not pay all this money to have a unit that I have to fix myself. She said to call after the part arrives and they will schedule a technician to come out and fix it. I am at week 3 with still no part, no communication from the warranty company and a hot tub that I cannot use. I reached out to my salesman and was told in email that it is due to a staffing shortage and my part should be there shortly. They have no problem processing my payment for this broken tub.
  

  

  Business Response

  Date: 11/13/2022

  Business Response /* (1000, 5, 2022/10/12) */
  The replacement valve arrived on 9/29/22 per FedEx tracking number:--. A technician has been assigned the work order and his contact information was sent via email.

• Initial Complaint

  Date:09/27/2022

  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.

  Purchased a paid for a hot tub heater from LPI for $195.76 on August 26th 2022. Tried to contact company via phone 6 times to find out shipping times, each time you are on an automated hold for 1 hour then hung up on. Emailed ***** ******* at LPI (Parts Service) on 14 separate occasions to get an estimated date it would ship. I received one reply saying the parts guy was sick and backed up with orders. Emailed ***** on September 12th 2022 to cancel the order and have my CC credited.
  
  LPI Shipped the heater later that day after I told them to cancel. I emailed ***** yet again to let him know that I did not want to do business with his company any longer since they were impossible to contact and that I would be refusing the delivery and having it returned to LPI. FedEx attempted delivery on Wednesday September 13th 2022, as I said, the delivery was refused and sent back to LPI. Item was delivered to LPI via Fedex on 9/19/2022 at 1:17pm with tracking number XXXXXXXXXXXX. Since then, ***** @ LPI will not answer emails.

  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/11) */
  The paperwork for your refund was submitted 10/11/22. We apologize for the frustration.
  
  
  Consumer Response /* (3000, 7, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will update my reply once the refund has been processed. As you can imagine, I don't trust a word anyone at this company says.

• Initial Complaint

  Date:09/26/2022

  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.

  I ordered a swim spa on 6-19-2021 through Aqua Living Factory Outlets. This is a second complaint. I was advised the hold up of the production is due to a @anytemp chiller. I was advised it would be received in August 2022. I am now advised as of 9-23-2022 that it will be another 6 plus weeks before the @anytemp chillers will be delivered due to a vendor issue. I just want to know the truth and want the production of my swim spa with the chiller to be put into production.
  

  

  Business Response

  Date: 11/13/2022

  Business Response /* (1000, 5, 2022/10/10) */
  We are reporting the estimates that we receive from the company that produces the chiller. It is not in and therefore we cannot proceed on your dual temp swim spa. Your sales rep should be reaching out to you promptly.

• Initial Complaint

  Date:09/22/2022

  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 Catalina Berkshire hot tub from this company about 15 months ago. This was supposed to be their top of the line best unit that they had! The other day we go to turn on the waterfall fountains and they have disintegrated and cracked inside the housing. I called in multiple times trying to get them to send replacements as this would be considered a plumbing part given that the part is listed under plumbing on their website. However, I was told that this is not a plumbing problem and that I would have to purchase these out right. This seems unreasonable considering this was a $10,000 hot tub and in less than a year and a have pieces are completely worn and cracking . They are stating that it is not a plumbing part. Therefore, it is only covered for a year. however, in order to get the part that I need, you have to purchase a plumbing part from their website under the plumbing section. This seems like a workaround to have their customers spend money on something that should be covered under the warranty. Which for plumbing is five years. When I spoke to the service advisor manager, he said "well buddy, sorry there's nothing I can do for you" and then hung up. If you're planning on buying a hot tub and spending thousands of dollars, I suggest staying away from this company.
  

  

  Business Response

  Date: 11/13/2022

  Business Response /* (1000, 5, 2022/10/07) */
  These components are technically listed in the minor component category under the warranty. However, we have ordered replacement components that should ship next week under case 43923.

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair 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.

  March 2018 I purchased a hot tub from LPI with a 10 year acrylic liner warranty. Approximately 3 years after the purchase I noticed blistering in the floor of the tub and contacted them March of 2022.
  
  In the past six months I have been ignored, requested further documentation, and given the run around. They did have an estimator from Miracle Method Surface Refinishing come out, do an inspection and submit a repair estimate to LPI in July. No action has been taken since.
  
  The representative from Miracle Method informed me the blistering is a result of improper preparation for the fiberglass backing on the acrylic during manufacturing. Thus, this is obviously a warranty issue.
  
  I just want the tub repairing. Referring again to Miracle Method I was told the flawed bottom could be removed and a new bottom applied.
  
  This has been an ongoing issue for six months. I have tried to work with LPI, but I'm getting no where.
  

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/04) */
  This repair was completed by Miracle Method of Portland on 9/28/22.
  
  
  Consumer Response /* (2000, 7, 2022/10/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  As reported, the repair was completed 9/28/22. Provided the repair proves satisfactory for the remainder of the warranty period I am satisfied.

• Initial Complaint

  Date:09/18/2022

  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.

  Purchase a hot tub from LPI, when it was delivered all panels around hot tub was damaged. Technician who delivered hot tub took pictures and sent to company. Company a knowledge a successfully compliant. I was asked to summit photos of damage. I was then asked to summit more. I have called LPI many times and all they tell is to send more pictures. I finally reached someone who told me that they will make new panels send them to the technician and he will drill the holes at my residence. Last time i called to find out when panels will come I was told the same story , send photos. They refuse to communicate with me. I have not received one email nor message or phone call.they are ignoring me completely. This is nothing but stall tactics. Can't understand why they are refusing to correct this situation. Please help.
  

  

  Business Response

  Date: 11/13/2022

  Business Response /* (1000, 5, 2022/09/30) */
  The primary delay was in fact that the simple request of having the entirety of the panel in pictures was not provided. In reality even the resubmitted pictures, that were so heavily bemoaned, do not have the whole length of the panels in them. We have ordered replacements, and an email requesting they be expedited has been sent. A technician will be assigned to install when they have been received.
  
  
  Consumer Response /* (3000, 7, 2022/10/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the same type of meaning less rhetoric we're hearing since July.I don't understand why two departments can't communicate between them and give n me a realistic timeframe as to when the panels will be shipped and when they will be installed, this is a terrible example of customer service. The spa was paid in full and now I am being ignored.
  
  
  Business Response /* (4000, 9, 2022/10/10) */
  All necessary components for repair have been received per FedEx tracking numbers: and. A technician was assigned the work order on 10/05/22, with their contact information available in the subsequent email.