Complaints

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

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  LPI, Inc.

  506 Twin Oaks Dr Johnson City, TN 37601-7610

  
• 

  LPI, Inc.

  520B E Hebron St Charlotte, NC 28273-5989

• 

  Tuff Spas

  7612 N 74th Ave Glendale, AZ 85303-1603

• 

  Tuff Spas

  121 S 39th Ave Phoenix, AZ 85009-8031

• 

  Tuff Spas

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/13/2024

  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.

  A week ago I noticed 3 of my panels had shifted down and were hitting my slap of cement, and a few days after that those same panel well popped out and laying on the floor.
  
  Id like to request a warranty repair for this issue. I purchased this Spa in August of 2022
  
  Here is my Purchase info
  
  Order Number - 80187
  Order Status - Manufactured
  Store Manager - Brian Vernon
  
  
  I spoke to the warranty department and I refuse to accept their findings, they say my situation is not covered under warranty, where I believe it is under the 5 year warranty. The refused to let me speak to someone in management and spoke to me in a rudely manner, and then transferred me to speak to the parts sales manager when i had no business needing to talk to him. I believe they need to make this right and be honorable.

  

  Business Response

  Date: 08/23/2024

  Please see the following excerpt from the attached warranty document: "Cabinet panels and corners are warranted to be free from defects in materials and workmanship for one (1) year from the original date of purchase." It is listed under other warranties. The warranty would have been provided in the order verification email, a copy received with the spa, and this can be corroborated by inserting the serial number at ******************** . We would be glad to assist in ordering replacement components out of warranty. 

• Initial Complaint

  Date:08/02/2024

  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 the Catalina Swim Spa on June 3, 2024. We accepted delivery of the spa on June 27th, and had a licensed electrician connect the spa to power on the 28th. This electrician was recommended by Aqua Living (the retailer that we purchased the spa from), and is knowledgeable about their products. Immediately after connecting it to power, he was demonstrating the usage of the spa, and noted that a valve which had been improperly installed popped off the tub and started shooting water several feet into the air, out of the tub. He noted that this was not supposed to happen, and that we needed to let the manufacturer know that it was broken, and that they would be able to contact him for confirmation if necessary. Upon further investigation, we were unable to use the water jets in the tub due to this malfunctioning part. Since this is one of the primary functions of the spa, it can legitimately be stated that it has not been functional for its marketed purpose from the time we received it.
  Additionally, the glass touchscreen covers for the spa functions were improperly installed, which caused the cover to catch on the edges of the spa cover, not only damaging the cover immediately (using the cover in a manner in accordance with it's intended function), but also causing the glass touchscreen covers to splinter, creating a physical hazard with the glass shards possibly going into the water and onto the ledge where a person is supposed to enter and exit the tub. Within a few days, the Bluetooth function for the speakers built into the tub no longer worked, and the app which is necessary to optimally control the functions of the tub has never worked.
  The nature of our dispute is that despite the large sum of money that we paid to this company, they have stated that upon delivery, this product is entirely our problem. They refuse to send a tech to resolve, and have told us to take the tub apart ourselves to troubleshoot, and install replacement parts ourselves.

  

  Business Response

  Date: 08/16/2024

  A technician is scheduled to perform service on 08/18/2024.  We will advise that the BWA application is provided by the component's manufacturer and development team. As such, we would not be able to provide information on update frequency. We do apologize for the frustration and are eager to resolve this matter for you.

• Initial Complaint

  Date:07/11/2024

  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.

  9 month owner. We had a problem with pump # 2 spraying water on the electronics and other equipment. The new pump was shipped on 6/4/24 . ***** ****** * LPI local technician installed the pump. NEVERYTHING worked before the pump was changed out. It ran fine without pump # 2 on. After installing the new pump the spa started to show error code 254. LPI was contacted and on June 19th ***** received a work order to replace the power pack. He told me to contact him when the power pack came in. This is when LPI required me to change to a 60 amp GFCI . ***** ****** with LPI helped get everything the way it should. After fixing the GFCI my electrician on 7/9 talked to ***** ( the LPI technician) on the phone when he was still at my house and everything was corrected. Everything was good with ****** ***** and my electrician. I then had to open a new case # 00023744 with ***** ***** who is now asking for the exact same info I had to get for ***** and ***** and LPI has on file. I have kept the emails and correspondence.

  

  Business Response

  Date: 07/24/2024

  We apologize for the frustration and are eager to resolve this matter for you. Our records indicate that components were received on 7/15/2024, per FedEx tracking: 741801340000 and a technician is scheduled for service on 7/25/24.

  

  Business Response

  Date: 08/12/2024

  We apologize for the continued issue. A technician will accept the work order and be contacting you soon to schedule. 

  Customer Answer

  Date: 08/14/2024

  Tech came out 8/13. The pump 2 bearings are bad. A new pump has been ordered. Should know something by next week.

  Thanks

• Initial Complaint

  Date:07/10/2024

  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.

  Sold me a junk hot tub and never gave all the parts

  

  Business Response

  Date: 07/23/2024

  Our records indicate that the diagnostic service visit has been rescheduled for Thursday, July 25th. 

• Initial Complaint

  Date:06/27/2024

  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.

  The shell of my hot tub has several bubbles and is compromised. The warranty claims to have a five-year coverage on the shell. I have contacted the CEO and customer service several times. Initially they responded, I started calling last July 2024. I bought the hot tub in July of 2019. The customer service is awful. They tell you to reach out to the CEO but that did not help. They changed the hot tub warranty to 3 years after I bought it because the product is not made to last. Do not buy anything that they manufacture, it is low quality and they do not stand by their warranty. I bought it directly from them. I have sent them several pictures of the problem.

  

  Business Response

  Date: 07/19/2024

  A representative will be reaching out to you shortly to advise of an approved resolution.  Thank you for your patience.

  

  Business Response

  Date: 08/05/2024

  A representative has been in contact with the customer. Details of the resolution have been discussed and agreed upon. 

  Customer Answer

  Date: 08/06/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21911786, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hot tub was purchased and have has multiple issues with it the LPI is aware of. Technician has been sent to repair several times. The hot tub is again not working. They said it is under a parts warranty still but not the labor. I would like the hot tub replaced. It has been a lemon

  

  Business Response

  Date: 07/11/2024

  Please review the attached warranty information for your Catalina Spa. The labor warranty is listed as 18 months and has since lapsed as the delivery date was in September 2022. We would be glad to continue to honor the warranty as written and answer any questions you may have, but the request for a replacement spa has been denied.

• Initial Complaint

  Date:06/20/2024

  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 purchased a hot tub from Tuff Spas in August 2021 and it was actually delivered in December 2021. It came with a three year warranty on most of the parts and a lifetime warranty on the shell. Excerpt from the warranty documents:
  "Tuff Spas™ warrants the entire Spa Shell and Hard Cover surface against water loss and structural integrity due to defects in the spa for a Lifetime. The shell has a prorated lifetime warranty, the customer will be responsible for a portion of the proration as follows: Years 1-5=0% Years 6-lifetime=50%. The cover has a non-prorated lifetime warranty. For original purchaser only, warranty is non-transferable"
  
  I called them because the topside overlay has come off, leaving the controls unprotected and the person I talked to said I have no valid warranty because Tuff Spa went out of business and they are a new company now. They have the same name, the same website, same pictures, same logo, same tubs, same model numbers (even the site reviews are the same). This person claims that they are manufactured in TN now, instead of AZ, so my warranty no longer exists. The only thing they have changed is the phone number on the website. They are either fraudulent for not honoring my warranty or fraudulent by selling a product they claim no longer exists. I would like them to have to honor their lifetime warranty on my shell, but I understand that may be beyond the BBB reach. In lieu of that, I would at least like them to replace the top controls overlay under the three year warranty, or refund a portion of my money to account for the fact that I will be financially responsible for repairs that should have been covered. And they should be required to be honest in their business practices.

  

  Business Response

  Date: 06/28/2024

  Our apologies for the confusion. The original prepurchase warranty company has been dissolved and the 'Tuff Spas' brand is produced, be it with modifications, by the new manufacturer.  Our records indicate that your overlay was received on 06/27/2024 per FedEx tracking: 741801331185. Please contact us if we can be of further assistance!

  

  Business Response

  Date: 08/08/2024

  The standard warranty for her unit and Tuff cover have been provided on the complaint correspondence. However, if there is a problem and she provides a copy of the warranty provided with the spa, we wouldhonor it.

  
  

  Customer Answer

  Date: 08/13/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21874484, and find that this resolution is satisfactory to me.
  I have attempted to send the warranty (page 31 of the attached manual), as  requested, but am not sure if it went through.   If not, how do I send it, and will I be getting this in writing?
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Catalina Monterey Swim Spa from LPI Aqua Living in the fall of 2023, for delivery in mid May of 2024. Spa was built early and they wanted to deliver, we told them numerous times that the order was to be delivered in may 2024 not February 2024. Finally swim spa was delivered may 30th 2024 filled with water 2 days later and it wont power up. called customer service many times and keep getting the run around from customer service saying that its our problem or the electricians problem. electrician has checked the wiring and once the power wires are unhooked from the spa the GFCI stays open, once the power wires are hooked up to the spa the way LPI says the GFCI trips instantly. Phones calls and emails to LPI and still no help. Requested that the swim spa be picked up and returned and still no help. During the sales part we where told that we would get emails of "our Swim Spa" being built and once done proof of the testing of the swim spa, Lies only thing we received was a photo of a generic hot tub spa from LPI gallery of photos, NOT our ours. This was to be a relaxing investment and all it has turned into is a VERY EXPENSIVE LAWN ORNAMENT and A EXTREMLY STRESSFUL purchase.

  

  Business Response

  Date: 06/25/2024

  Our records indicate that the GFCI photo you provided on 6/11/24 includes three neutral wires on the bar. This is incongruent with both the site preparation material and separate diagrams provided by the component manufacturer. This update will most likely resolve your issue. If it persists after the guidelines are met, we would be more than happy to dispatch a technician to further assist. Your satisfaction is important to us.

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a hot tub, within 1st week it was leaking from the pipes. They didn't send anyone immediately. They were rude and intimidating. Challenged us we used it inappropriately. Next a couple weeks later, a light stopped working. Took months and finally got a repair. Now the heat won't adjust and the speaker won't work. Requested repair. They again challenged us. Advised me, a senior citizen to open up electrical box outside and walk through wiring. Advised them about safety concern and they said it is the customers responsibility. Wanted me to upload videos. While waiting for someone to come open the box (a family member with electrical experience) they closed the claim. This spa is a lemon and they are not working to resolve this.

  

  Business Response

  Date: 06/18/2024

  The labor warranty on your Tranquility series is stated as 6 months and the unit was delivered 6/27/2023. The act of asking questions is not inherently adversarial, but a necessity to get appropriate information. Opening the GFCI door is not dissimilar from opening the breaker box in your home. The case was automatically closed after multiple requests for additional information went unanswered. We would be more than happy to assist within the bounds of the warranty; you would, however, need to contact customer service again or submit a new claim if the requested information is now available.

  Customer Answer

  Date: 06/24/2024

  
  
  Complaint: 21814002
  
  
  
  I am rejecting this response because: The details are not accurate. A follow-up call regarding accessing a breaker box resulted in them stating it was my responsibility.  They also requested video and made the process impossible to complete prior to them closing the warrantied malfunction. 
  
  
  
  Sincerely,
  
  ******* ********* 
  ******* *********

  

  Business Response

  Date: 06/28/2024

  Providing a picture of the GFCI is the customer's responsibility. As is troubleshooting and providing documentation so that we can further assist. As previously advised, the labor is no longer covered, but we would need information to ascertain the nature of your concern. We would be glad to review any of the requested information upon submission or the diagnosis provided by a technician.  

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Catalina Luxury Hampton hot tub from Aqua Living Factory Outlet online. This tub is equipped with a Bluetooth sound system. I contacted LPI Finance, the company for which I financed the hot tub. If you submit a service request form on the Aqua Living Factory outlet website you get directed to LPI and get a response from LPI. I reached out and requested a service because the Bluetooth stereo synths have never worked since I purchased this spa. When I contacted LPI they informed me the hot tub was out of warranty and the audio system was not covered under warranty. I explained to the company that this audio system had never worked since I purchased the hot tub. Therefore I was sold a defective product. As I said to LPI I did not pay for a defective hot tub. I paid for a product that was brand new and supposed to be in full working order.
  As you can see my spa is not in full working order. I would appreciate it if LPI could rectify this issue because just like they want their monthly payment, I would like a spa in full working order which I paid for. In this letter, I have included a copy of my receipt.

  

  Business Response

  Date: 06/13/2024

  Please respond to either customer service or the technician trying to coordinate a service date.