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

• 

  Tuff Spas

  7612 N 74th Ave Glendale, AZ 85303-1603

• 

  LPI, Inc.

  520B E Hebron St Charlotte, NC 28273-5989

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: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.

• Initial Complaint

  Date:09/18/2022

  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.

  We purchased a Tuff Spa model Tt250 in August 2018. We recently moved the spa which they said is light and you can move it yourself. We were installing a new fence so moved it a foot away. Noticed the spa started leaking. We removed one of the panels and discovered when they manufactured the spa they put a screw through the tubing so when we moved the spa it caused the leak due to their poor craftsmanship. We contacted Tuff Spa and immediately were told it was out of warranty and contact a local spa dealer/tech. They wouldn't accept responsibility for their poor manufacturing. We contacted a local spa tech who came out and also took pictures of the screw in the tubing causing our spa to leak.
  Thankfully the technician (not from Tuff Spa) was kind enough not to charge us an arm and a leg for their mistake.
  I would like to be reimbursed for the cost of repair regardless of the warranty because if it had been constructed properly we would have not had the leak.
  

  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/30) */
  In July of 2020, LPI, Inc. purchased the assets of the company that formerly owned the Tuff Spa brand. The company that was responsible for the warranty at the time of purchase was Quality Leisure Products, Inc., and this company to our knowledge has been dissolved by the original owner. This being said, the labor warranty would have been for a year and it is three years beyond that. The spa did not leak prior to being moved, and had there been an issue during the life of this portion of your warranty, we would have gladly assisted. We are still available to assist in ordering replacement components, but they would be at your cost.
  
  
  Consumer Response /* (3000, 7, 2022/09/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If LPI purchased the assets to Tuff Spas then we were apart of those assets since we purchased our spa. We were told the spa was light and could be moved and we wouldn't have encountered the leak if the company hadn't assembled it by putting a screw through the tubing. It wasn't us moving it which made it leak it was the screw through the tubing.
  Regardless of the warranty the spa was built wrong and we didn't disassemble it when it was delivered to make sure they didn't put a screw the tube or any other assembly problems. We purchased it expecting it to be made as the company name says. "Tuff" Spas.
  We will not accept their response of out of warranty. We want a refund of the repairs. We are not asking for a new spa just fix what was manufactured poorly.
  
  
  Business Response /* (4000, 9, 2022/10/07) */
  Under the original warranty your request is outside of the allotted timeframe. Included is a copy of the user's manual in use when you purchased your spa. Please reference pages 11 and 12. We have offered to assist in ordering any parts that might be needed for future repairs but we are unable to assist in this case.
  
  
  Consumer Response /* (4200, 12, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have already replaced the tubing that was damaged during the manufacturing of our Tuff Spa. We believed we were purchasing a spa that was manufactured correctly NOT a spa they put a screw through the tubing causing it to leak once we moved it.
  Obviously this company does NOT care about their customer service and viewing other complaints I would NOT recommend this company to anyone looking to purchase a spa. The part was only $150+ and they still won't stand by their own products!

• Initial Complaint

  Date:09/15/2022

  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.

  Claim filed 7/20/22 for Case #39105 which is a warranty replacement for the Spa Pack, the brain of the Hudson Bay Aqua Living 1 person hot tub, Serial Number 160454, due to heater would not shut off and have not been able to use it. Every week I call and email, and finally was told that it was ordered 8/25 and would be shipped FedEx and would receive it in a week. I am still waiting. Sometimes I am kicked out of the queue and asked to leave a message which is not returned, and several times disconnected. This morning I have been waiting 2 hours and twice in the single digit queue asking to leave a message again. I have never experienced this kind of inexcusable customer service and no longer can tolerate it. Thank you for your assistance!
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/29) */
  We apologize for the shipping delay. Per FedEx tracking number:, your spa pack was delivered on 9/20/22.
  
  
  Consumer Response /* (2000, 7, 2022/09/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I'll accept the apology, however, it's too late since the service request was filed 7/21/22 and I made 9 attempts via email and phone which incurred multiple hours of my personal time including receiving the run-around from several customer service representatives. I did receive the warranty replacement on 9/20/22 as stated above but without a packing slip and instructions on how to replace and install it. Now I have to wait another month before a technician is available to do it. Overall, this was the most extremely disappointing customer service experience.

• Initial Complaint

  Date:09/07/2022

  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 bought a hot tub from lpi inc in august 2021. We bout the tub at the expo in the Waterbury mall lot. It was a brand-new tub. the tub never got hot and most of the jet spas did not work. we kept getting heater error codes. they told us we needed to replace the main board. we finally got the part like 6 months later in the middle of winter. The tech. finally came out early spring 2022. By this time, we had freeze damage because the tub did not heat up in the first place. This tech was a local sub-contractor hire by LPI inc. He told me the problem probably was not a main board issue but an air pocket issue. However, because of the freeze damage he could not fully diagnose that original problem. He will have to repair the freeze damage first. I spoke with a tech from LPI that day and he guaranteed me that all repairs will be cover by warranty. after that day they never send in the new work order. So now i have to repair the tub on my own and I am looking to get fully reimburse by LPI inc.
  

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/22) */
  We have sent a technician out twice. After the first visit in Jan. 2022 their invoice and notes included : "The husband informed me that he was experiencing Flo issues and other error codes so LPI sent him a new spa pack. He also informed me that he emptied the water out over 30 days ago without a proper winterization. I told him it had probably froze over the last couple of days during the arctic freeze. Recommended to him to get a sub pump and refill the tub so we can see if it holds water before we replace spa pack." The second time it was advised that to repair the unit, it would need to be moved for access. The open case was closed after two attempts to contact you concerning moving the unit away from the wall. Calls and voicemails were not returned from May 4th and 16th.

• Initial Complaint

  Date:09/07/2022

  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 ordered a hot tub from this company on 3/13/2022. The hot tub was delivered 6/7/22. The hot tub was damaged (pictures sent during delivery) and has not worked as intended since delivery. I have spent countless hours on phone calls to LPI customer service, typically waiting 45mins + to get someone with still no working hot tub. I've had 4 individuals out to try to get the tub working/service and it still does not work (no working lights, no speakers, panel is busted up, cover still not fully closed). I've asked to speak to a supervisor several times, I'm promised a call back but no one calls me. I'm the one who has to follow up on the request regularly. It's been 3 weeks since my last call where I was told they were getting a new technician and some of my parts are on backorder once in they will send someone out. I've asked numerous times to have my money back and for them to get this hot tub and they said they can't since its under warranty they want to make it right. I purchased this hot tub thinking it would work like it was sold to me in March and since then I haven't had the hot tub work as the one they sold me for $10K.
  
  Currently what's wrong: No Lights, No Speakers, Damaged to spa on delivery (pics attached), top doesn't fully close so rain gets in hot tub. Looking at outside- completely damaged- doesn't look like a hot tub I just paid 10K for. I clearly would not have bought this hot tub if I knew this was the issues I would have with the lack of quality product. I clearly did not get what I paid for and feel deceived.
  

  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/22) */
  A technician came out and made repairs 9/14/22. The lights for the new panels have been ordered, as well as the fountain features that were requested by the technician. These should remedy the remaining outstanding issues. We apologize for the frustration you have experienced, and will continue toward a satisfactory resolution.
  
  
  Consumer Response /* (3000, 7, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm still having the same issues with lights as the last technician came out. We've had 3 technicians come out where lights don't work as intended. Some don't work, colors don't match. I sent pictures to the technician who recently came out to show it's the same issue as the prior technician faced and tried to fix 2x. The lights are different colors vs having one solid color as what was showed to me when we purchased the hot tub. The subwoofer does not work. I also shared that with the technician. The panel on the side is till damaged and needs to be replaced. I have pictures to show how the lights are still defective some not working and mismatch colors across the hot tub. These have been sent to the technician as well.
  
  
  Business Response /* (4000, 9, 2022/09/30) */
  A new work order has been created. A replacement subwoofer/Bluetooth was sent in July, this could be a matter of it being turned on in the cabinet after it's replacement. This was supposed to be addressed during this most recent visit. Additionally the lights and panel have been added to this work order as they have been previously. The features and skirt lights were received 9/27/22 per FedEx tracking number: 6031-1130-9674. All of the parts necessary to resolve all issues should be in your possession. Additionally, the tech line will be included in the work order so that if the tech is at your home and some how unable to resolve the light issue, we can speak with them. A reminder that these technicians are third party and sub contracted. Any information that would pertinent to resolution would be best disseminated to LPI, Inc directly. We apologize for the frustration you have experienced and are committed to resolving this satisfactorily.

• Initial Complaint

  Date:09/06/2022

  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.

  I can't get a person to come repair my hot tub that started leaking after the 2 week we bought it , it is under warrantee but It been 3 weeks and no one has come out to repair it , either send someone to repair it or refund my money and take back the hot tub either is fine with me at this point I have spent hours on the phone with them they usually have about a 30 minute wait time with 30 or 40 waiting to speak with someone that tells me they have lots of problems with their hot tubs.
  

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/20) */
  Your reimbursement request has been sent to accounting. This is most often resolved in a two week period.
  
  
  Consumer Response /* (2000, 7, 2022/09/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  LPI has indicated they will reimburse me of the amount I payed for the repair , If so I am satisfied by their response

• Initial Complaint

  Date:08/28/2022

  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 March 9th, 2022, I received a spa (hot tub) from Aqua Living. On April 19th, we submitted our first warranty claim. We started noticing significant leakage by this time; we also reported having a damaged corner panel. For the rest of April, no one came to work on our tub. We had our first "repair visit" on May 19th, but we were promptly told by our repairman (that nothing could be worked on until it was first endorsed by LPI.
  
  It took until June 23rd to get another visit from still, without approval from LPI, all he could do was analyze the tub. We got our case transferred to someone else-. We had two meet-ups with throughout July, but neither of these "repair visits" resulted in any progress on the tub. We've had visit us several times this month (August). To our knowledge, has replaced the power pack and fixed a broken jet, but we've been told there's a total of 7 to 8 leaks in our tub.
  
  To this day, our tub is still leaking. The concrete on which our tub sits has molded and is tarnished with greenish grime. Plus, the tub's cover doesn't seal off completely, which renders the torch lights completely useless; condensation builds up and now, the platelets have begun to rust. After everything, to prevent further damage, we've had to drain our tub due to the damage that the water leakage has done to our cement and surrounding grass.
  
  This process has been going on for six months. We've attempted to use our tub, but we haven't been able to enjoy it at all. Of course, this is due to both the damage it inflicts as well as the constant reminder of how much money we've wasted during this entire process. Not only did we pay $12,000 for the tub, but we also had to pay $450 for the unprofessional delivery. In fact, we've lost even more money through wasted chemicals and any other cleaning supplies we've used during this time.
  
  We just want to be done right. We either want a new tub or a full refund.
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/12) */
  All information associated with this case has been forwarded to upper management and we are awaiting a decision on a remake. As soon as more information becomes available, a representative will be contacting you.
  
  
  Consumer Response /* (3000, 7, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I recognize the effort being made; however, I will not fully accept a response from LPI until an actual resolution has been offered up and followed-through on.
  
  
  Business Response /* (4000, 9, 2022/09/20) */
  A factory technician will be scheduling with you to do a dye test. Their contact information was sent to you on 9/16/22. We do appreciate your patience in this matter.

• Initial Complaint

  Date:08/25/2022

  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 hot tub at a sale in Colorado Springs on 07/17/2022 the salesman, . He said he was selling us a new hot tub and showed us one that was all wrapped up. After we signed the sales invoice, he marked it a floor model. The tub was delivered on 07/24/2022. The exterior panels are broken and the side panels are all scratched up. There is a large chip in the seating area on the inside of the tub. The screws that hold the side panels on were left loose and are all rusted. One of the head rests was missing . We were charged $500 extra for a cover, steps and a chemical kit. We never received the steps or the chemical kit. The top surface of the tub has ripples in it and has scuff marks there where someone has been rubbing on it. We looked at one of the floor models and pointed out to the salesman that it had these same flaws, the ripples, and told him that we would buy it if he would discount it. He said he could not and said he was selling us a new one and assured us it would not have those ripples. We do not believe that we were given a new tub, it looks used. I have called LPI. Inc. several times and have gotten no where. The only thing they have done is send us the head rest. I spoke to and he has refused to take care of this tub. he said that he does not see the ripples in the photos that I sent,therefor he does not have to do anything about it. We have asked them to just give us a new hot tub to replace this one but they have refused. they only want to partially patch it up. We purchased a new tub and do not want a parched up refurbished one. At this point we would just like a refund and they can have this broken piece of junk back.This tub is not use able and we have never even put water in it. The chemical stick that goes in the filter is missing and has never been given to us.
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/09) */
  All units that are sold at show events are listed as "as is/floor models" as they are physically present and an order for their production will not been made. The unit was wrapped as it came out of the factory. Paradise Spas (719) 633-3498 has been assigned to assist with the installation of the panels. We are currently getting a quote for the acrylic repair. The missing accessories are as follows: Nature II stick was sent with FedEx tracking 6031-1129-7758. The steps were shipped with FedEx tracking 5687-2293-1280 and the acrylic repair kit with tracking number 6031-1129-8114.

• Initial Complaint

  Date:08/23/2022

  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.

  We purchased a Tuff spa 450 in October. The spa has had issues within the first 3 months. The tub leaked but it went unnoticed due to rainfall obscuring the leak. I opened the tub and found the leak. LPI won't help customers past the 6 month labor date. They will provide parts which doesn't really help unless you figure out the repairs on your own.
  
  The ozone generator melted and almost caused a fire. After replacing that, I found another leak in one of the jets. The control board wasn't sealed, so water was draining into the Inside of the tub. The control board also delaminated. One of the cover arms came off and had to be repaired. We paid 7500 dollars for this thing and it's falling apart before the first year. The company has sent parts but refused to send a technician or replace the tub.
  

  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/09/06) */
  The unit warranty is specific to the line or model. As you purchased this Tuff unit prior to TUFF joining the LPI family, the basic labor warranty listed was 6 months. However, in this instance an appeal has been made on your behalf and this warranty was extended to 12 months. A technician has been assigned a work order to complete the replacement of the topside, ozonator, and jet. Their contact information was emailed to you earlier today.
  
  
  Consumer Response /* (3000, 7, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response. Unfortunately is too late. I've already completed all of the repairs myself after receiving the parts from LPI.

• Initial Complaint

  Date:08/22/2022

  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.

  In 08-2021 my wife & I entered into a contract to purchase a "luxury" chiller / hot tub spa from one of their DBA companies (alternatively known as Aqua Living Spas & / or Atera Spas located in Peoria, AZ).
  I want to be clear that our sales rep has done his best to get our issues resolved. His role is sales & power to resolve service issues is limited. We were originally promised a delivery that was about 4 months after our order (Nov-Dec 2021). Rec'd notification that supply chain issues were causing delay, updated window of Jan-Feb 2022. In Feb 22, advised that still delayed. Finally rec'd delivery in early May 22.
  From day 1, the spa had malfunctioning lights, scratched, dented & scuffed grates, a cracked front panel & most importantly, a non-functioning chiller unit. Multiple back & forth with & LPI service finally got a technician out to look at spa. He was only auth'd to repair the lights, which was done. After multiple communication attempts including inordinately long waits to get through to service & being placed on hold for extended periods of time only to be disconnected, from LPI finally called me during a time I could talk w/ her. We worked out a resolution plan on that call. I sent a recap of it to her via email, asked she confirm, never did. A tech was eventually dispatched to look at chiller. He stated it needed replacement parts. He came back with replacement parts & chiller still does not work. He replaced the cracked panel for me as well. That said the largest defect remains unaddressed & LPI is not resolving it & I have endeavored numerous times to obtain a commitment from them to replace the defective chiller, to no avail. I have spent hours of frustration trying to get a brand new "luxury" product in its stated working condition. LPI obviously does not care about standing behind their products & after having advised I would file complaints, I still have no resolution.
  

  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/09/03) */
  We apologize completely for the frustrating experience you have had so far. The issues with communication have been reported directly to management. The chiller, it's spa pack, and the ventilation grills have all been shipped. Please reference FedEx tracking numbers: . A new work order has been created and assigned to Nathan for repair, as he is familiar with this case. A customer advocate will be presenting proposed recompense to management this week and additional information will be provided as soon as a decision has been finalized.
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Replacement parts were finally delivered to our home over the last weekend and a technician came to replace the chiller unit yesterday (09-07-22). It appears chiller worked overnight to lower spa water temperature - today's test outcome is still TBD as it is in progress.
  
  LPI again sent the incorrect size vent grates. We need 13.75 x 13.75 inch replacement grates and this time they sent 17.75 x 17.75 inch grates (tech says were sized for a swim spa model, not our chiller spa model... he took the incorrectly sized grates with him).
  
  We finally received an email from an actual person at LPI this morning offering a $200 'store credit as a courtesy for the frustration'... which is beyond insulting to us.
  
  In essence, the offer is their expectation of fair remuneration for (a) An extraordinarily extended delivery delay to receive a spa that cost more than $15,000 and (b) that has not functioned properly from day 1... (c) LPI then taking over 4 months post-delivery to remedy "most", but not all of the defective issues as of this reply... (d) coupled with the fact that we experienced full on 'radio silence' from LPI with the exception of our sales rep (who was very good about communicating with us but was completely powerless to resolve issues). Attempting to contact LPI via phone is impossible and they do not respond to email.
  
  (1) We fully expect to thoroughly test the spa chiller unit to ensure it works for more than 12 initial hours.
  
  (2) We require that we promptly receive the properly sized replacement ventilation grates for our spa.
  
  (3) We fully require that the entire warranty coverage of all aspects of the spa be reset to commence on 09-07-2022.
  
  (4) A much fairer and equitable offer of compensation for our loss of use of the spa for 4+ months, wasted expense of electricity to run the spa for 4+ months without use of it, wasted expense of chemicals required for the spa, EXTREME frustration and emotional distress over LPI's obvious and repetitious demonstrations of an utter lack of any customer service capacity and total disregard for standing behind their products and even pretending to care about their customers' satisfaction.
  
  (4A) We strongly believe that a fair and equitable expectation of compensation from LPI to remediate this continuing debacle to some semblance of satisfaction for us would be to extend a 10% discount (credit) of the price of the spa ($1,500 credit) AND a store credit in the amount of $500.
  
  
  Business Response /* (4000, 9, 2022/09/16) */
  The chiller and pack have been replaced. The correct grates have been received. Your warranty has been reset to effective date 9/7/22. Additionally, an addendum has been made to the offer previously submitted. Every issue outlined in the original complaint has been resolved.
  
  
  Consumer Response /* (4200, 11, 2022/09/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Chiller issue resolved, cracked front panel resolved, scuffed grates resolved and light issues resolved. Yes, all functional defects to spa have been resolved.
  
  I have not received an official written statement from LPI that the warranties (ALL associated warranties) have been reset to commence on 09-07-2022. Merely stating it in the response to this complaint is not sufficient. I require that notification directly from the company on their letterhead in plain language.
  
  Their offer of increasing the "store" credit from $200 to $500 is not sufficient, considering the extreme inconvenience, months of 'loss of use', increased electricity costs from running a non-functional spa, frustration and wasted time this matter has caused me.
  
  We will be pursuing a fair and equitable method of remediation via the court system, commencing on the first business day of October 2022 if the offer is not increased to at least meet us in the middle of what we believe is fair (that would mean in plain terms adding an additional $500 to their offer, bringing it to a total of $1,000. While we strongly believe a minimum of $2,000 in remediation is fair, we are willing to bring the matter to conclusion for that mid-ground number of $1,000. "Store credit" would be acceptable in lieu of the remaining $500 "in returned funds" with the caveat that there is no expiration date of the total "$1,000 store credit"
  
  This is our final attempt at remediation through this complaint system and we will commence with legal remedies in October if this counter-offer is not accepted.
  
  Respectfully:
  
  
  
  
  Business Response /* (4000, 13, 2022/09/30) */
  As you stated, all functional defects to the spa have been resolved. The warranty was reset effective 9-7-22. This was notated on your account and we will send you an email confirming this information. We apologize for the time frame in which it took to resolve all issues and that in terms of compensation not every request was met. We will continue to be available if any further service issues arise.
  
  
  Consumer Response /* (4200, 15, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have provided them with a final offer in compromise on the redress amount at $1000, which is considerably less than what we actually believe we are entitled to but did so in an effort to bring this to an amicable conclusion.
  
  We have provided them with a timeline of 5pm MST-AZ on 10-07-2022 to accept or provide us with their resident agent's contact information so we may commence the legal process against them. That is our final position on this matter.
  
  
  Business Response /* (4000, 17, 2022/10/12) */
  Again, every issue from the initial complaint has been resolved. We have approved compensation and restarted all warranties associated with the purchased product. Contact information for further pursuit has been provided to the customer.