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:08/18/2022

  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 ordered a hot tub in October 2021. It was delivered in March 2022. I have called and requested maintenance from the "Promised 24 hour tech support" that they sell with your expensive package. My first dealings with customer service, she told me there was no 24 hour tech support. I finally got someone from tech support to speak with and he agreed to walk me thru the tech issues I was having. We never connected over the phone again. A few weeks later I called for service on other issues. I was told someone would call me back with a tech in my area. WEEKS later, still no call. I did finally receive a call from a "manager" and she said someone would call me back by the end of the day. Nothing. I have called back a few times to get help. I have had TWO techs assigned to me and neither will come out. Long story short, LPI does NOT have any techs in the New Orleans or Baton Rouge area. The current tech assigned is from Mississippi and he said he has too many claims from this company and cannot get to everyone. The first tech assigned lives 2 hours away and refuses to come. I have a hot tub that is less than 6 months old that needs servicing and I am not getting any resolution. This is a very expensive purchase with a 100% failed customer service rating, and 100% failed tech support. At this point, they can refund my money and come pick up their hot tub. I am done messing with LPI and their games, lies and failed customer service.
  -hot tub leaks
  -filtration isn't working
  -wifi does not work
  

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/09/01) */
  LPI, Inc apologizes for the frustration you have been experiencing. We are currently waiting on a response from the assigned technician, as he had previously advised "doing the work would not be a problem." If a quick turn around on this work being scheduled and completed is unavailable, we will pursue another option.
  
  
  Consumer Response /* (3000, 7, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  How many times can a business tell you someone is coming and NO ONE COMES? This continues to be unacceptable and should be a breach of the terms of their agreement to PROVICE 24 HOUR TECH SUPPORT. Taking MONTHS to provide a tech is unacceptable. REFUND MY MONEY AND PICK UP THE HOT TUB that you cannot service.
  
  
  Business Response /* (4000, 9, 2022/09/09) */
  has advised tech scheduling that he will contact you and schedule an appointment today.
  
  Consumer Response /* (3000, 16, 2022/10/03) */
  I still have had NO RESOLUTION from LPI. The tech FINALLY showed up on 9/20/22 (two months after a work order was requested) and said he is unable to repair the hot tub leak and LPI would contact me with a solution. It is now 10/3/22 and LPI has not contacted me once. Nothing else was repaired on the hot tub.
  
  
  Business Response /* (4000, 18, 2022/10/10) */
  We are currently waiting for documentation concerning this work order. An additional request for this information has been sent to the technician. Management has been advised of this situation.
  
  
  Consumer Response /* (4200, 20, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is NO RESOLUTION or communication on LPIs part to their paying customer. Sad. I have not been contacted at all by LPI since the service tech visited my house and said he could NOT repair the hot tub.
  
  
  Business Response /* (4000, 22, 2022/10/18) */
  We received part of the requested documentation on 10/13/22 and the remainder on 10/17/22. The technician could not repair the leak at that time as they did not have the correct components on hand. We have since ordered these components and a new work order has been created to resolve the issue.
  
  
  Consumer Response /* (4200, 24, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The same tech that you assigned today is the same one that already came out and said that the hot tub would have to be flipped upside down to fix the leak. He said he could not do it. He said that flipping would cause more issues. Who is going to flip the hot tub? What happens when more issues are caused from it being flipped? This is RIDICULOUS! This hot tub is brand new. Either bring me a brand new one or refund my money. I plan on coping everything from BBB and posting to every single site where you have retail stores. People need to know how awful the customer service is and the lack of resolution to serious issues. I will encourage a search of BBB for LPI.
  
  
  Business Response /* (4000, 26, 2022/10/26) */
  We want you to be satisfied please do believe that we are trying to work with you here. There are procedures that we have to follow. The third party technician did not outline anything about it having to be moved on its side or about not being able to fix it before. I am submitting what we received from him. Our factory technician advises that such a "flipping" scenario as described is unlikely. Factory technicians are available to speak with those in the field.
  
  
  Consumer Response /* (4200, 29, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As far as the service completion, he said we had to sign to say he came out. Obviously you know that nothing was finished, completed or repaired.
  10/27/22 and I still have not heard anything from the tech or LPI. Hot tub still leaks, no Wifi, and filters don't work.
  
  Business Response /* (4000, 36, 2022/11/22) */
  The information is only visible for the customer, company, and BBB. Your personal information would never be made public. Automation Pool and Spa Services reports that they have been out to complete the work order and all issues are resolved. We apologize for the delay in completion of service. Management has approved a six month warranty extension for the difficulties.

• Initial Complaint

  Date:08/15/2022

  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 went to LPI for the memorial day sale and bought a hot tub, when the hot tub was delivered there were several issues, no remote connection to the LED screen, filter cover missing, cabinet lights and the lights in the jets were not working. So we called the service center that day and he put in a service order for these items. They sent the tech out to fix the issues but he was only able to fix the remote connection and the filter cover. He said there was no light package installed on the hot tub and that we would need to speak to our sales rep. So we called and now they are saying we bought a hot tub at the blemish sale and the item is sold as is. At NO time were we told the tubs were sold as is. We were told that the blemish sale is because of cosmetic defects (scratches, dents, paint, etc.). We asked a lot of questions in regards to the blemish sale, at no time were we told there would be missing features. Our sales Rep () even took us in the main show room where the tubs were full of water and running and showed us all the features the tub we were looking at would have and that is what sold us on this hot tub. We were told it came with a full warranty and a dedicated phone line for the Catalina spas. We would have never paid $8000.00 for a tub with no warranty. In addition, no where on our paperwork does it say sold as is. The phone center personnel just keeps telling us that the managers reviewed the case and nothing will be done because we bought it at the blemish sale. We have requested for several weeks now to talk with a manager and no one is returning our calls. We tried to resolve this on our own but have gotten no where. Our case number with this is #. Please can you help.
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 6, 2022/08/30) */
  Your unit did come with a full warranty as evidenced by a service technician coming to your home and installing a wifi module at no cost to you. The stance of management is that the lights are a cosmetic issue and will not be added as the unit was purchased as is from the sale. There was urgency at the time of purchase as the customer did not want to wait for a new unit to be made, and subsequently purchased a discounted unit from the floor.
  
  
  Consumer Response /* (3000, 8, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  That is not true, we were not in a rush to purchase a hot tub. Over several weeks we were going to every hot tub dealer in our area, checking out the various hot tubs and prices against the features. Who needs a hot tub in the middle of summer. We were going to go with Bull frog until we saw the commercial for the memorial day sale at LPI. We did not even know about LPI until then. So we decided to go check them out. Based on what we were shown and told by on the features and cost is why we decided to go with LPI verses the other companies. The Lights may be cosmetic but they are one of the features that sold us on the tub. She brought us in the show room where there was an exact hot tub set up showing all the features the tub would have and at no time were we told that some features may be missing from the hot tub we purchased or that they were sold as is. If we would have known that features might not be included in the hot tub We would not have purchased this tub. In addition, if the tub was sold as is "missing features" why would they send out a tech to try and fix the lights? or bring out the WIFI adapter that was missing and install it. The tech original came out to fix the lights until he realized they were missing completely and what was entailed to get them installed and refused to because it would damage the integrity of the hot tub. As mentioned before we were never told as is and possibly missing features until after the tech came out to "fix" the lights and was unable to.
  
  
  Business Response /* (4000, 10, 2022/09/09) */
  Yes, the display model that you saw in the showroom reflected what comes standard on the spa new at production, but if the lights were the primary selling point when purchasing from this blemish sale, one could have verified this was included at the time of purchase. There was opportunity to have ordered the item to specifications, but this floor unit was chosen to go with you that day at a heavy discount of 30%.

• Initial Complaint

  Date:08/14/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Bought a Catalina Berkshire hot tub from LPI and it was delivered on April 2nd 2022.
  I paid $12000 dollars plus $500 for delivery.
  Tub began to leak.
  Well since May I have been trying to get them to repair the leak or exchange the tub. But it seems impossible because wait time for a call is over an hour and when you leave a message to call back they never do.
  I finally got a response in June after spending many hours on the phone and given a ticket number XXXXX.
  I was promised by Ms ****** **** that the situation will be resolved soon.
  On June 24 I got email that scheduled repair has been cancelled with no explanation.
  Called again mail box is full. Called and got tech support spoke to **** she gave me a number to call to get a serviceman. Hot Tub Solutions XXXXXXXXXX. Tech never responded.
  ****** finally emailed me that the first tech was too far from me. He is in Stewart Fl. She emailed me that
  she got their tech in Orlando to come and repair the leak. Mr ******* ******** came and open the cover and after examining the leak recommended that the leak is not accessible. It is at the bottom of the tub. He advised me and ****** to either replace the tub seeing it's a few month old or they will have to flip the tub and cut open the bottom to get to the leak. He said it is beyond his ability to fix and left.
  Since then the line to LPI has gone cold. They will not return calls nor emails.
  I reached out to the salesman I bought the tub from Mr ***** ***** of Aqua Living Factory outlet and he put me on to ******* ***** and n conflict resolution. She stated on July 14 she is waiting on a decision from upper management to get this resolved. Then no more communication.
  Reached out to salesman again.
  He said he talked to upper management ********* and that they will get this resolved weeks ago. Spoke to salesman again Thursday who said it is out of his hands.
  As of today I am still without use of a hot tub.
  Please help resolve this
  Mrs *****

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 7, 2022/08/30) */
  Another technician came out for a second opinion. This has been provided to management to make a decision on how to proceed.
  
  
  Consumer Response /* (3000, 9, 2022/09/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the second time that I hear that upper management has to make a review of this case.
  Last time no action was taken. The case given from Ms **** now to ******* ***** and the same thing.
  Manager is always in a meeting or unavailable to make a decision to fix this issue.
  Need to have this expedited as soon as possible.
  I know they can't find someone to fix the issue. I have been patient for almost three months without any sign of a fix in sight.
  
  If they cannot fix the issue. Then it is only prudent that they reimburse me for the tub and send someone to take it back.
  
  I hope this suggestion will be reasonable to LPI.
  
  Thanks for your cooperation and understanding in this matter.
  
  Thanks.
  
  
  Business Response /* (4000, 12, 2022/09/13) */
  Your unit has been approved for a rush remake. The new LPI order number is: XXXXXX. The new unit will be delivered and the current spa will be removed at no cost to you. A new warranty will start upon delivery. We apologize again for the frustration experienced.
  
  
  Consumer Response /* (2000, 14, 2022/09/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the proposal to replace the tub.
  Per the manufacturer's response they will replace the tub and remove the defected one.
  
  Will they provide an electrician to unhook the tub and reconnect the new replacement tub?
  
  I cost me over three thousand dollars to get the defected tub installed. Don't think it's fair for me to again pay someone to install the replacement.
  I look forward to a response from LPI.

• Initial Complaint

  Date:08/11/2022

  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 purchased a hot tub from Aqua Living Factory Outlets in Sacramento, CA on 4/25/2022 for $4,515. Order #XXXXX. The hot tub was delivered on 6/1/22.
  
  Once our electrician was able to get the hot tub connected to the power source at our home, we noticed that the hot tub was not heating up properly. From 6/17 - 6/20, the hot tub only increased a few degrees and never got above 97 degrees.
  
  We contacted Aqua Living who directed us to LPI, Inc on 6/20. I spoke with a technician named ***** and explained the issue. We sent him photos of the power board and he confirmed everything was connected properly. He instructed me that he would be ordering us new parts and they would take 1-1.5 weeks to arrive. Case #XXXXX.
  
  On 7/7, I called to check on the status because we had not received the parts. I spoke to ***** ******* who said she did not see any parts had been ordered. ***** confirmed later that day that they had put in an order for the parts we needed. The parts arrived on 7/19. The tech came to do the replacement on 7/26 and informed us that the parts were not the right ones for our model.
  
  I contacted LPI on 7/26 and got a response on 7/27 from ***** that she would look into it. She then passed me off to our case manager, ******* ****** who was supposed to reach out to us. I proactively emailed ******* looking for a solution and received an out of office message. I forwarded the email to her out of office contact, ****** ****** After expressing my disappointment in this process, she also directed me to *******, saying she would reach out to us. As of today, 8/11, I have yet to hear from ******* regarding our case or our issues.
  
  As of today, 8/11, we do not have the parts to repair our hot tub. ****** has not been able to confirm that the parts have shipped or provide a tracking number.

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/22) */
  The parts have shipped per FedEx Tracking number: . As soon as they arrive, can schedule to make the repairs. LPI, Inc does apologize for the frustrations you have experienced.
  
  
  Consumer Response /* (3000, 7, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  called us the afternoon of 8/11 - she told me she would follow up with me on 8/12 with her direct phone number and the tracking number. I never heard from her. I emailed her on 8/12 to request her direct phone number as well as her supervisors number, I have still not received a response as of 8/24. I emailed on 8/17 asking for tracking update as well as their supervisors email. She responded with as being the supervisor for her and.
  
  We did receive the parts last week but still do not have a date for the repairs to take place. The technician called us on 8/9 and told us that it would be at least two weeks for him to come back to our area. He advised us to reach out to LPI to ask if they could send someone sooner, as it was their fault on sending the wrong parts to begin with.
  
  I emailed on 8/22 requesting her to please call me. No call. I emailed her again, in addition to on 8/23, asking them if they could please send a new tech to replace the parts ASAP. I explained what the other technician told us and asked someone to please call me. After sending that email, we received an automated email stating that our warranty service visit time has been removed. There is no additional information in the email and we do not know what that means. I forwarded to asking if they could let me know what is happening.
  
  Still on 8/24, no one has contacted us. The last phone call I received was from 8/11 and the last email correspondence is from 8/17 when sent me the email for .
  
  We have called into the service line but have not been given any helpful information.
  
  This is an issue that LPI caused and we want this addressed and corrected immediately.
  
  
  Business Response /* (4000, 9, 2022/08/31) */
  , your technician, has advised he will be in your area the week of 9/5/22 and will coordinate a time for services. We apologize for the lack of information when your service request was modified.
  
  
  Consumer Response /* (4200, 11, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  called us on 8/30 to inform us she was taking over our case and provided two solutions. 1.) would come do the work as soon as he could or 2.) we could hire a local person but LPI would only reimburse us up to $250 for the work. I told her absolutely not. We paid $4500 for this hot tub that isn't working and we were not paying any more out of pocket.
  
  called us on 8/30 and said he would drive to our area on Sunday 9/4 and do the repair work on Monday 9/5. We found it odd being that 9/5 was a holiday but he said Monday worked.
  
  On 8/31, we received an automated email stating our service time had been removed but no updated information. I forwarded to and received no response.
  
  Needless to say, did not show up yesterday. He did not call us to let us know or respond to any of my husbands text messages trying to confirm what was happening. I left a voicemail on her direct line this morning (9/6), sent her another email and am now on hold with customer support.
  
  At this rate, we've had this hot tub for over three months and it has been inoperable. We want a refund and you LPI/Aqua Living can come pick this hot tub up.
  
  
  Business Response /* (4000, 13, 2022/09/13) */
  was forced to cancel his visit due to an unforeseen family emergency. For this we apologize. A new technician was assigned on 09/09/22 and their contact information was included in the email advising of this assignment. A refund is not approved, as a portion of your warranty was voided by the installation of a foreign non approved component.

• Initial Complaint

  Date:08/11/2022

  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 are so disappointed and upset with this company. We have this hot tub that was less than a year when we started to contact this company for parts and repair. We had to emailed multiple times to get any kind of response with they encourage us to "test their dedication to customer service." We final get a the parts and then we had to try to get a repair person out. My husband texted back and forth seeing as her "didn't schedule more than a week out.". At 7:51pm on Thurs night he texted that he could be out tomorrow at noon. Other than that it could be a while. So we took that appointment, he was more than hour late, no call or text. He was rude and unprofessional, even his partner was embarrassed. The guy yelled at the phone with customer service. And still no working tub or communication with the company. And left with three parts. At this point, we just want the parts and we'll hire someone reputable to repair. This tub was less than 6 months old when we reached out. Nothing in the warranty indicates this should not be covered. We are so frustrated and angry. And reviewing other complaints, their customer service stinks.
  
  Sent from Yahoo Mail for iPhone
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/22) */
  We apologize that you have had an unpleasant experience in terms of communication with our company and the interaction with the third party technician. Unfortunately, the warranty does indicate that "THIS WARRANTY IS GIVEN TO THE ORIGINAL CONSUMER AND TERMINATES UPON TRANSFER OF OWNERSHIP. COMMERCIAL APPLICATIONS ARE EXCLUDED FROM THIS WARRANTY." Attached is the production ticket and the warranty section from the Dr. Wellness Tranquility user's manual.
  
  
  Consumer Response /* (3000, 8, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you!
  We still do not see a lack of communication as acceptwble, especially since you promote customer service. To get any answers for anything we had to send numerous emails and then submit this complaint for a response. I don't think this is good customer service at all.
  We asked several times for the documentation and period of the contract And still have not seen it. Our paperwork did not specify this. Additionally, we told you up front we were not the owners and you still sent use parts and a technician (a rude and unprofessional one at that).
  How do we do about getting parts? If we have to buy them great- we will have someone else install. This has been such a hassle for over 8 months and could have been resolved if our emails were answered and you just communicated.
  Again, the complete disregard for the lack of communication is unacceptable and are extremely disappointing. All of this could have been avoided if you just responded and communicated. These part 8 months have been so frustrating and still no direct communication or how to get parts.
  
  
  Business Response /* (4000, 10, 2022/08/30) */
  Out of warranty parts are available for purchase at energysaverspaequipment.com . If you have difficulties figuring out exactly what you need to get or help in ordering, Larry is available at 423-349-2972.
  
  
  Consumer Response /* (4200, 12, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thanks. The response still does not address the lack of communication during these past 8 months. Why no calls or emails back? Why did we have to go through the BBB to get anything back from you? Especially if you are "dedicated to customer service" because the note included in our paperwork makes me wonder if you have had issues in the past to include a separate document so you have the "chance to make it right." Again, we told you up front and still led us to believe you could help us. It still states no where in our packet that transfer of ownership is excluded. Especially since there's issues occured before the hottub was a year old.
  This company appears to have no regard for customer service or communication. I'm sorry but these responses do not seem customer oriented, especially a lack of apologies, return of emails and phone calls. We are beyond frustrated and can't believe this company tldisregards people in this manner.

• Initial Complaint

  Date:08/09/2022

  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.

  Our hot tub/spa has been malfunctioning, on SEVERAL levels, ever since we got it in November of 2021. LPI, Inc. attempted to help us resolve the issue at first. They sent a technician to fix the original problem, (overheating and shutting down completely), three times. The problem STILL has not been resolved. Since then we have had MULTIPLE problems and broken parts:
  1. clogged fountain
  2. loose jets
  3. loose cup coaster
  4. water shooting out from around the handle of the fountain ****
  5. rusted jets
  6. rusted fountains
  7. discolored LED light covers
  8. intake suction not working properly
  
  I have called the company DOZENS of times to report these issues and to get updates on these issues. I requested a complete refund on our hot tub/spa and was directed to talk to supervisors. I've left messages. I've been promised call backs on SEVERAL occasions. ******* **********, (supervisor), has completely avoided my calls and REFUSES to do anything about any of these issues. I was even directed back to the person who sold us the unit about a month ago. ABSOLUTELY NOTHING HAS BEEN DONE and NO ONE will call me back. I have been completely SCAMMED out of $7,000.00!!! I am sickened and helpless. I was even told by someone at the company that they don't care if I call a lawyer, that they have plenty of money to bury it!! Who does business like this!? PLEASE HELP ME!

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/23) */
  The specific issues that have been listed in items 1-8, have been noted on your open case. A case manager will be reaching out to you shortly to make sure that everything is listed in its entirety and specifically addressed in the work order. Additionally, a factory technician will be contacting Virginia Leisure Products, the third party technician that has serviced your spa, to troubleshoot and collaborate towards resolution. The request for a refund/return is a sales issue and is why you were directed towards the sales rep. It is not the stance of LPI, Inc to be flippant in response, even to legal threat. We apologize that someone would speak so out of turn and misrepresent our ideals in such a way. LPI, Inc wants to resolve with you in a satisfactory manner, and will pursue all avenues to that end.
  
  
  Consumer Response /* (3000, 7, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  LPI Inc. continues to send me around and around in circles. I still have not been able to even SPEAK with a manager regarding my case. They have referred me back to my salesperson for a possible refund and they won't even call or contact him back! I can't believe this company is still in business. I've never been treated so poorly and disregarded to the point of tears. I plan to contact the owner of the company because I'm sure that he/she is not aware that business is being handled in this way. We are sickened at the amount of money that we have wasted on this lemon of a hot tub.
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  At this point we cannot move forward without a factory technician speaking with you. Messages were left today (a tech supervisor was with your case manager when they called) and last week concerning this as it is most likely an electrical issue. Included is an excerpt from the spa manual: "To ensure the spa functions properly and that your warranty is not compromised by improper installation, a licensed electrician must install all electrical components and make electrical connections." We want to resolve and have been very attentive in having a third party technician out multiple times. We tried to follow up with the numbered list you provided but the case manager has yet to hear back on that count as well.

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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.

  July 18, 2022Yes, I purchased a Tuff/Catalina Spa at the San Diego County Fair Saturday, June 18, with a deposit of $1000.00 down included. The salesperson (H) first said the deliver would be in 2-3 week, I was happy because it would help me out with my physical therapy, then when I signed the contract, informed me it would be 4-6 weeks, which I was not happy when he told me this. I called and the company after 3 weeks later and wanted a specific date as to my delivery and I've called for 2 weeks trying to get them to narrow it down, and no one in 2 different offices, Arizona or Tennessee could answer the phones and when I kept getting the same personal who was answering the customer service calls, kept lying to me or hanging up on me. This went on for several days. By now I was furious trying to reach someone for 2 weeks on a delivery date. Then on July 7th I left a message, and the next day (from the Phoenix Office) called me back, I told her I wanted to cancel my spa and wanted the company to return my $1000.00 deposit immediately. I have since called the Wells Fargo where my deposit went too and they put a stop on the credit card that Tuff Spas offered me, and I then received a letter from the bank on Friday, July 15th, closing the account. I'm trying without success to get my $1000.00 refund back, and have been trying since July 7th, just to get an answer as to approximately when it will arrive in my bank account and once again no one in either company office will answer their phones in Phoenix or Tennessee. I am 70 years old and need to exercise more, and I know owning a nice large spa will help me. That is why I wanted the spa as soon as possible. Reading other customer complaints from different customers, I knew now I choose the wrong company and want immediate action on my refund.
  

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/22) */
  You were refunded in full a month ago, please see attached receipt.

• Initial Complaint

  Date:08/05/2022

  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.

  Purchased Tuff spa in February of 2022. Shortly after one of the motors started not working properly. LPI sent a new motor in March. Have called a minimum of 3 times each month since to get the motor installed.
  They will not return calls.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/19) */
  We have been updated about your agreement with tech scheduling to do the repairs. Additionally, the replacement motor has been ordered and a request expedite has been sent to the shipping department.

• Initial Complaint

  Date:08/04/2022

  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.

  Purchased hot tub 5/23/22 from one of their retail locations. Shortly after hot tub was set up and filled reported it has a slow leak.
  Tech came out and examined, discovered leak. He determined needed parts replaced.
  Claim was issued. Parts were to have been ordered and shipped to me at which time tech would come back and repair.
  It is now Aug 3rd and no parts have been shipped. Called customer service. They said they would get back with me. Also discovered that this model was no longer being manufactured. They did not call back with status. Have called many times since, with the same outcome.
  July 28 reported it is kicking out the breaker. Tub no longer functions at all.
  Received a call 7/29, I was not able answer. Left a message acknowledging leak issue and electrical issue. Left a different phone number. Have called back several times with no response.
  
  When I call cust service I get placed in their queue with promise of call back but they do not return call.
  Leave messages on other number but calls are not returned.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/18) */
  All requested components have been shipped and are expected to arrive 8/19/22 per FedEx Tracking number:556921964830. We apologize for the delay in getting these components shipped.

• Initial Complaint

  Date:08/01/2022

  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.

  My spa was delivered in November 2021 after a few months of waiting. In April of 2022 my spa stopped heating and began giving multiple codes. I contacted TUFF SPA since it was clearly under warranty. I was given a web site to contact for an appointment with a technician. I contacted LPI for about 2 days their phone system was having technical difficulties so this took about 3 days to get through. The technician was not able to schedule an appointment until 6/22/2022. Meanwhile without looking at the problem LPI ordered another heating board. It arrived and sat at my home until 6/22/2022. The technician replaced unit and did not wait to see if it would work of course I had to drain spa but there was not follow up to see if this was the problem as of this date 7/5/2022 the spa continues to NOT heat. I have contacted TUFF SPA and their sales person, I have submitted another service request, and requested to be contacted no response from either business. I am currently paying for a SPA which I cannot use. I am requesting a new working spa or a refund of my money . I have lost confidence that this spa will work correctly since it has broken down within 4 months.
  

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/15) */
  Customer has refused the parts that were shipped to them and refused for a technician to service. We stand ready to honor the warranty as written and have made every attempt to get this resolved.
  
  
  Consumer Response /* (3000, 12, 2022/08/25) */
  I refused the part because I was NOT informed of delivery. Also there are numerous emails explaining to this company I was not informed. FIX MY SPA was supposed to come to my home on JUly 20th. They never showed. I contacted FIX MY SPA and was informed by LPI had cancelled the appointment and informed her LPI had ordered incorrect part and LPI stated they would inform me. Well this Never happened.
  When I contacted LPI they stated "We never cancel appointments" Obviously someone was LYING. It was LPI. I informed LPI I refused the box informed them to pick it up. I had no idea what this company is doing they lie so much. I do not want this SPA. This company does not honor its commitment its product is poor. I should not have experienced a breakdown after a few months. They came out without accessing the problem first. Replaced a unit left never checked back to see if it was working and after this this is still not working. Their phone system constantly cuts you off after 30 mins of waiting. I have tried to contact them and have sent numerous emails with no response. My attorney has sent them a letter again no response. I filed with the local BBB in Sacramento they did not respond. The store I purchased it from calls are now directed elsewhere. The salesperson does not return calls. Even the technicians express how poorly this company is. They use cheap ways to service their product. I want this SPA picked up it is a lemon and if you look at other reviews they have had the same experience or worse. The last conversation I had was with she never addressed my concerns or request to have this spa picked up.
  
  
  Business Response /* (4000, 14, 2022/09/02) */
  Your unit has not been approved for a remake or return at this time. As it should be a relatively easy fix.
  
  This is an excerpt from an email notated in the case: "I spoke to tech and she said she spoke to rep back on July and they said there was no need to go to customers house the next day on July 20th if they could not guarantee that the correct spa pack would get to them in time and they "canceled the appointment for that day" and said to go out when the customer received the correct spa pack."
  
  The package arrived at your residence on 7/22/22 per FedEx tracking number: 7774 4196 7565. You admit in your testimony to having knowledge that a part was coming, as the incorrect one was sent previously. You would have received an email advising that the part had shipped which would inform you of its forth coming arrival. Now someone should have advised you of the cancellation of the tech service, and the reasoning for that. We apologize profusely for this. The fact that neither we nor the third party technician reached out is unacceptable.
  
  However, if you are refusing parts, and therefore refusing services, we are unable to assist. If the repair did not work, we could pursue a different avenue towards resolution but we have not been allowed to follow course.
  
  
  Consumer Response /* (4200, 16, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  LPI continues to have their facts incorrect. I was NEVER informed of the second package being delivered. If I had been contacted by LPI of the cancelled appointment scheduled on 7/20/2022, I would have known about ANOTHER package being delivered. As they stated the box arrived 7/22/2022. 2 days AFTER my scheduled appointment. On 7/21/2022 I contacted Ms. as to why FIX MY SPA did not show for appointment, Ms. was the one who informed me LPI had contacted her and cancelled the appointment. Her response was she (Ms.) was informed LPI would contact ME to inform me of the cancellation. LPI NEVER CONTACTED ME OF CANCELLATION. They have NOT even responded to emails I have sent. So I am requesting proof of their communication with me via of answering my emails. Their product arrived with a cracked part. So this SPA was inferior before arrival at my home.
  
  
  Business Response /* (4000, 18, 2022/09/14) */
  It was confirmed that the agent in AZ did not put your email in when it shipped through FedEx. The courtesy of an email would have been nice when this item was shipped, however, you have an open case where you know something is going to have to be replaced in your spa. An item arriving at your home, addressed to you from the company that is doing warranty work, would be expected.
  
  Included is an excerpt from your Tuff Warranty: "3.Upon receipt of all of the requested information, Tuff 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 Tuff Spas."
  
  The circumstances are currently as follows: you were not approved for a remake or a return. You are refusing parts and refusing service (as the parts are needed). This prevents us from honoring our warranty obligations, by your choice. These issues have gone on for quite some time, for this we apologize. We want you to have your working product but to do this, there has to be a certain level of cooperation. It seems you do not want a resolution, if your entire basis for not having a working spa at this point is because "no one told me the part to fix my broken spa was being shipped." An agent will be reaching out to try and resolve, again.
  
  
  Consumer Response /* (4200, 20, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Let's be PERFECTLY CLEAR I have no problem cooperating but what I will not do is operate under lies. I was not contacted by LPI for the cancellation of my appointment scheduled on 7/20/2022. I was NOT contacted by LPI. of any package deliveries. I contacted LPI and informed them of this package and to pick it up. If LPI can provide where they responded to my emails I would be satisfied. This spa had no reason to break down only after 4 months so to me as a consumer your product is defective and also I read similar complaints. If LPI can prove they have responded to my numerous emails we can definitely move forward.