Complaints
This profile includes complaints for LPI, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 202 total complaints in the last 3 years.
- 33 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/13/2024
Type: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 spa from aqua living in mobile Alabama. I even purchased an extended warranty. The spa ran great for almost a year. After approximately 10 months the spa keeps tripping the breaker. I contacted the warranty department and they refuse to send a technician out to Troubleshoot the problem. The warranty department is saying that it is a wireing problem. I had an electrician come out to troubleshoot the problem and the electrician is saying there is nothing wrong with the wiring. After Contacting the warranty department, they said to change out the breaker to a different brand which I did, and the problem still exists. The warranty department is still refusing to send a technician out
Business Response
Date: 11/25/2024
Our records indicate that a technician was on site 11/20/24 and that the matter is fully resolved. Please let us know if we can further assist.Initial Complaint
Date:10/25/2024
Type: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 the Catalina hot tub from them upon delivery tub arrived scratched up damaged and defective have been treated poorly by some employees knowing that I am disabled and been desperately trying to get it repaired so I can do aquatic therapy as prescribed by doctors I have seen over 150 photos and videos to still be treated poorly received the wrong filters and other items I paid for extremely late.was told by Ashley very mean hire my own technician to get measurements and access the problem and send to her paid $600 for that when they knew measurements of their cover employee in Sales Larry had to pay $700 +199 for shipping or let the bars hang out of panel use as a towel holder and go with a cheap cover.while warranty active & damage apon delivery was sent to Whitney whom sent a cover with a crack in it and rubber seals lifted up a long with a contract technician who suggested another cover on his invoice which I should have what my last money had paid for was told a different one was more expensive and warranty would be less tech tried to install crack cover drilling holes in both panel and cover ruined pistons and hydraulic sent pictures instead of sending tech to correct inspect only scratches still & tub unusable since delivery was told take pictures fell bruised everywhere bed bedridden weeks other’s injured walls and floor damaged blood pressure stayed extremely high anxiety attacks due to this company got a email Whitney today stated I have to pay $150 cover & pay tech to fix all repairs over something that should of been fixed never delivered like this after all money I have spent also 3xThumbtack guy to clean because the tech drilled white balls everywhere after guy cleaned the second time covered their tech uncovered purpose again after he knew I paid twice because of his mess and dirty again and they expect me to pay they or the tech who screwed up are responsible not the disabled woman who has been patiently waiting put through hell to fix .used 1Business Response
Date: 11/07/2024
The company is providing a full replacement Tuff Cover and is shipping it to the local store for pickup. The labor warranty has lapsed and pickup/installation of the cover will be the customer's responsibility.Customer Answer
Date: 11/11/2024
How could the case be closed when the tub is damaged arrived damaged and defective and as the pictures show their technician caused even more damage the jets and panel doesn’t work the technician drilled unnecessary holes in the side panels and damage to my property due to their defective equipment.And as I left a message on your voicemail Kathy F they also forged my signature as I asked for a return call didn’t receive one back all information & proof have been provided to higher authorities. Another damage cover will not fix all the defective & damage tub that arrived horrible and now their contracted technician made it horrific and the only reason they are shipping another probably damaged cover that won’t correct all issues with their defective equipment is because they know they committed a crime FORGERYInitial Complaint
Date:10/13/2024
Type: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 last january from this company from on of their stores, Aqua living in Seabrook NH. I was told the tub would only cost me at the most $60 a month to run. It was costing me of $250 a month to keep this thing running and up to temp. The sales man said it was because of a bad cover. LPI sent me a new cover but it was too small. So they sent me a third cover, same size as the second one. They have said they are going to send me yet again another cover. All of this after sending me the wrong color tub. I ordered a grey one, they send a white one. The salesman did everything he could to convince me to keep the white one. I haven't been able to use this hot tub hardly at all since I've bought it. Because I can't seem to get them to send me the correct cover! They are saying they will be sending me another cover but I don't want it! I just want me money back and the them to come pick up the tub! $6,500 was what I spent on this thing that I can't even use. Please help!Business Response
Date: 10/30/2024
Your replacement cover has been shipped. Your case manager and contact has provided the tracking information through EFW.Initial Complaint
Date:09/23/2024
Type: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 new hot tub. We had the choice of 110 volts or 220 hook up. We knew we had 110 so that is what we opted for. When it was delivered the driver told us the 110 cord was inside the panel, it is not. As they went to finish the hook up we have a 220 tub that we can’t use. The salesman was rude when we explained the issue and had no resolution at the end except to pay another delivery charge for the correct one.Business Response
Date: 10/01/2024
We apologize for the frustration and inconvenience. Management did speak with the customer and a resolution was agreed upon privately.Initial Complaint
Date:09/17/2024
Type: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 in May 2024. It was delivered in July 2024. After having Swift Electric wire the spa, one of the pumps failed to work, the drain plug is not useable and most screws were stripped on the hot tubs panels. Filed a work order with LPI and they asked for many photos. Finally, a technician was scheduled to come out and no one showed. I received an email from LPI saying case closed. My hot tub is brand new and not working.Business Response
Date: 09/24/2024
The technician had to reschedule and was unable to reach you. Our customer service team also could not reach you and subsequently closed case #25982. We opened a new case, # 26999, to follow up on the matter and it was closed due to non response. We will be glad to resolve your concerns, but would need contact either via phone or email to move ahead.Initial Complaint
Date:08/30/2024
Type: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 them in September of 2022 and it was delivered in November of 2022. I have had nothing but issues ever since and it has never been full functional since I received it. I have been in constant contact with them and it takes a month or two for them to send someone out to address my issues. Each time someone comes out either another issue occurs and they didn't resolve the issue they came out for. I have been very patient with them and tried to work with them, but now they ignore my emails. Issues that I have had include:
-Damage on delivery
-Strange noises from transformer
-Misters not working
-Leaks within the cabinet
-Speakers not working
-Heater not working
-Touchscreen not responding
-Wifi not working
-Cabinet damage
-Cabinet panel not put back on properly
-Cover not sealing on tub properly
-Hinges rusting
-Hardware rusting and damaging acrylic
-Numerous times they have sent out the wrong parts
Their customer svc manager has had a lot of turnover and I have had to deal with 3 separate folks. ****, ******* and now ******* **********. ******* told me she would get back to me yesterday after I told her I would need to reach out to BBB if I didn't hear from her and then i still heard nothing after following up with her yesterday and today. The contact person for service ******* ***** started ignoring me months ago.
**** told me he would extend my warranty due to all the issues I have been having, but they are telling me they have no note of that. I have a lemon and instead of them trying to make it right they just try to sweep me under the carpet. I have lost too much time to this and has been too frustrating trying to stay on top of them and get them to get my tub in working condition. At this point I just want a refund.Business Response
Date: 09/13/2024
We apologize for the frustration. The previous technician's report is under review and a representative will be reaching out to you shortly.Customer Answer
Date: 09/13/2024
Complaint: 22219544
I am rejecting this response because it doesn't actually address any of the issues I have had and I am still left here with not receiving a finished product in good working order. I have tried to make contact with them and my last 2 emails have not received a response.
Sincerely,
******* *****Business Response
Date: 09/23/2024
There has been recent correspondence. A new work order has been created, with components being ordered and shipped promptly. Upon receipt, a technician will be assigned and a service date scheduled.Initial Complaint
Date:08/30/2024
Type: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 my Spa from Aqua Living on 4/9/2024 it arrived 4/19/2024 with a crack notated by the delivery driver that informed us we had to go thru warranty even though it was brand new. We have had nothing but issues from leaking, bowing, lid gromets coming and lid cracking we have attempted to allow them to fix said issues but they continue to where we feel like this is a lemon (probably dropped we assume with the fact it arrived with a crack) but continue to have issues. I have attached a timeline and also have additional emails if needed.Business Response
Date: 09/13/2024
We apologize for the frustration experienced. Every claim submitted has been addressed under the warranty process. Shortly, additional components and panels will be received; you will be notified by email of the tracking information. A technician will be scheduled to resolve all outstanding concerns. We appreciate your patience and are eager to restore your confidence.Customer Answer
Date: 09/16/2024
Complaint: 22217515From the day the spa was delivered with a crack a panel up to today there are continued issues on this unit. I bought a new spa not one that should require service, not once, twick or 3 times but multiple times. Some issues continue to repeat themselves. When requested over and over again from the begining to speak with a supervisor, which should be notated as according to the message when calling all calls are recorded. Was told they would call me still waiting on that call. The amount of money spent for this what I what a call a bad apple with all the continued issues. A simple we are aware are are fixing. No, they are not this last issue where apparently my auto water filler is not working and flooded my patio. I sent an email Monday 8/26/24 was informed a service order would be placed. Yet, untill I sent another email out on the Monday 9/7/2024, The preformance of said spa, its notated regarding the amount of beads that the tuff top has in and and pack are still in my spa, my pool and my yard. The tuff top, rubber has been replace, the entire lid has been replace and the rubber is hanging. I know its hot in Arizona but I bought it in Arizona. The leak, the crack, the warping, now the auto flow and the lid again. Enough is Enough. If this was a moter vehichle it would fall under the Lemon Law. I have a right to be made whole, when I purchased a new spa its shouldn't have to be patch as many times as it has since said purchase. If you are truly a company with Interigrity this matter would have already been resolved.
Sincerely,
****** *******Business Response
Date: 09/23/2024
The replacement skirting panel is set to arrive 9/26/24 per FedEx tracking: 701148672042. Our in house technician has tentatively scheduled the service for 10/04/2024. We can try to move this up, but it will include replacing the panels, reapplying the seals, replacing the autofill components, and removing the insulation debris reported.Initial Complaint
Date:08/30/2024
Type: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.
LPI is failing to honor the Warrantee to repair or replace (pro-rated value) of a major part that is no longer functioning regarding the Spa that I had purchased.
They refuse to provide the address needed to submit a bill for part replacement.
They refuse to read the sentence explicitly states that I MUST purchase replacement parts from them (They refuse - probably because it doesn't I have the warrantee in hand).
The manager that my initial call was forwarded to, hung up on me; and would not address the warrantee disconnect.
They refuse to provide contact information for their legal counsel to resolve the matter amicably.
and we are only talking about a part, not the whole product price.Business Response
Date: 09/11/2024
Please see the attached warranty document associated with your Dr. Wellness Tranquility series spa. The labor is listed as 6 months, while your purchase was in 2021. You do fall under proration for major components, however, the warranty does specify: 'Alterations, modifications, or replacement components installed in the spa that have not been pre-approved by the MANUFACTURER will terminate this warranty.' We will not be accepting a bill for your hired third party technician, an electrician, or components that were not preapproved. You spoke with a customer service representative and a technician that were willing to troubleshoot with you, as that is a service we offer our customers. You were advised of our policies on multiple occasions by multiple staff members; despite this, verbal abuse and threats continued. Such behavior will be tolerated. We are willing to assist as outlined by the written warranty.Customer Answer
Date: 09/27/2024
I have NOT violated Warranty. I have NOT yet taken action. Still waiting for vendor to answer:
it’s been months without answer to the request demonstrating their bad faith.
1. As required by warranty: Do they authorize repair, or do they authorize replacement of motor?
2. Where do I send invoice for reimbursement?
Initial Complaint
Date:08/27/2024
Type: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.
SPA was bought 5/18/24 and delivered somewhere around 6/13/24. Certified Electrician hooked up SPA on 8/6/24. The SPA ran and worked as expected. The following evening there was nothing on the control display and all electric to the unit was verified. I have contacted LPI on numerous occasions and supplied pictures when requested. Parts have been shipped to my home but they have not authorized a service technician to make a call to attend to the SPA. I have contacted the salesperson and was assured that the warranty covers labor for two years.Business Response
Date: 09/10/2024
We apologize for the frustration experienced. The spa concerns were resolved on 09/03/2024 by a dispatched technician. We will continue to adhere to our warranty as written. Please do not hesitate to contact us if you have further questions!Customer Answer
Date: 09/18/2024
I apologize for the delay in my reply. The business did indeed correct the problem to my satisfaction. I can attribute that to the BBB becoming involved as I had responses from the company within a day... maybe even that afternoon that I filed the complaint. It shouldn't take 2 and 1/2 weeks to process a claim. Thanks for your help.Initial Complaint
Date:08/20/2024
Type: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 bought a hot tub from the company, and I have tried to contact them several different times, only to be told that they can not help. I have photos and a fire report showing that our hot tub was caught fire on 8/12/2024. I immediately reached out to the company to get a complete replacement of the hot tub as there is no saving it. The tub, side panels, wiring, and pump are all burnt up. When we first bought it, they had to come out and replace parts after only a few months of use. My husband uses this hot tub daily for pain relief, it's on his VA claim that a hot tub is needed to help his every day function. We have to have a hot tub for my husband's health, and the one we bought with this company has literally gone up in flames. If the company can find some way to replace the unit (just a small 2 seater) even if it's not the exact same hot tub and a cheaper model. The fact that I have reached out to the company and not gotten anywhere has led me to file the complaint with BBB in hopes someone higher up and with more power can remove any red tape we are hitting and push our order through.Business Response
Date: 09/03/2024
We have been communicating with the customer directly, and are working towards a resolution.Business Response
Date: 09/17/2024
A resolution has been provided privately. Further details are forth coming through the established channel. We do appreciate your family's service to this country.Customer Answer
Date: 09/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22168731, and find that this resolution is satisfactory to me.
Sincerely,
***** **********
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