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:05/16/2024
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 purchased our hot tub at Tulsa state fair in Oct 2021.We received it Feb 2022.In Feb of 2024 it tripped the breaker and a month later it tripped again but wouldn't work at all.I called an electrician and when he removed the panel from the hot tub noticed all the corrosion on the components.He took pictures but that was all.***** ***** the certified maintenance person for Catalina spas came on April 29th and told us there was a leak and required replacement of all the heating components and the uv sanitizer basicly everything in order to operate the hot tub.Yesterday 5/15 I learned from ***** the company refuses to stand behind their 5 year warranty and claims there is only a 2 year warranty.I have a copy of the original warranty if needed.This is the 2nd time I've turned this company into you for another issue which was promptly resolved.Thank you! I did call the company and asked how can they not honor a warranty that was issued when we purchased the hot tub.She proceeded to tell me there was only a 2 year warranty and after that it was prorated.Please help me resolve yet another issue with this very unreptutable company.Thank you for your time and service.*** *******
Business Response
Date: 05/29/2024
Please reference the attached warranty document.
The labor warranty for the Catalina Luxury line is listed as 18 months.
The major components warranty reads as: "The components are defined as the factory-installed electronic components, specifically the pumps, equipment packs, heaters, and topside controls. The MANUFACTURER warrants these components to be free from defects in material and workmanship for five (5) years from the original date of purchase. This is a full warranty for the first two (2) years and shall be prorated for the remaining period, with the original owner responsible for the following percentages of the replacement or repair: 35% for year 3, 50% for year 4, and 65% for year 5."
The other warranties sections notes: "Fountains and other water features above the waterline, valve handles, vents, drain bib, lights, blower motor, mist pump, and their related parts, ozonator, salt sanitation system, and UV sanitation system (excluding the UV-C bulb and quartz sleeve) are warranted to be free from defects in materials and workmanship for one (1) year from the original date of purchase. The owner is responsible for all costs associated with shipping replacement parts. The UV-C bulb and quartz sleeve are warranted to be free from defects in materials and workmanship for ninety (90) days from the original date of purchase. Since these are maintenance items and do not require specialized tools for replacement, The owner is responsible for installation and all shipping charges."
***** is a third party service contractor in your area. We do honor the warranty as written, and will continue to do so. If your original warranty documentation is different, please submit it for review.Business Response
Date: 05/29/2024
The website did not like the addition of the warranty with the original response.Customer Answer
Date: 06/06/2024
My husband received an email today from LPI and they have decided to honor our warranty and ship the part that we need to repair our hot tub.Thank you for your prompt response.Its a shame I had to involve the BBB to get any action but I appreciate you very much!Initial Complaint
Date:05/01/2024
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.
BUYER BEWARE! It has been stressful from start until present! I was lied to from the start, my hot tub was not delivered as promised. Upon delivery, one of the jets did not function properly. They have sent the wrong replacement part twice, I am still waiting for the third part, hopefully it's right this time.
The cabinet panels were also damaged in shipping. I was told the cabinet is not covered by the warranty and it was my responsibility for the cost of the repair. The replacement panels sent were also wrong. Two different repairmen have refused to install the panels because they did not fit together properly. So I still don't have a functioning hot tub. The last conversation with customer support I was told "the cabinet is not required for the hot tub to function", imagine that!
To date there have been 62 emails and numerous phone calls to resolve the situation. If I could get a refund, I definitely would, but guess what,
ALL SALES ARE FINAL!!!
I just want my hot tub to be functional and I don't believe I should be responsible for the repairs, since it was delivered damaged. I believe I should get a functional product for what I paid for with my hard earned money.Business Response
Date: 05/21/2024
As a courtesy, we are shipping one of every jet on your spa. The skirting panels were replaced at no cost to you, but they do need to be assembled. Our service records indicate that the third party technician will be on site today, 5/21/24, to complete installation. Please be sure to reference the 'other warranties' section in your warranty paperwork for details on jets and cabinet panels/corners. The skirting panels are superficial and do not directly impact spa functionality. We are thankful for your patience and are eager to fully resolve your concerns.Initial Complaint
Date:04/30/2024
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 purchased a Swim Spa from LPI which was delivered March of 2022. Immediately there was an abnormally loud noice from the pump that was distracting and prohibiting normal enjoyment of the spa. I began periodic calls to their service department for help. I sent in videos of the issue. My calls were not returned. I'd had a couple of email replies but otherwise no help. I would get a different person each time I'd call and any "managers" that were assigned always had voicemails full and did not reply to emails. I wrote a complaint to the CEO February 2023. The next month they sent tech who moved one of the pumps to the other side of the spa, but the noice persisted. I spent the next several months calling until another tech visit August 2023. That tech said the spa needed to be re-plumbed because the hoses are too tight, that he needed to return. I asked when he could be back, he said a couple of weeks. They said a different tech November 2023 who acted like nothing was wrong with the spa, I'm told he no longer works for LPI. They have since scheduled for the previous tech to come 3/16, 4/6, 4/27 and each time he has no showed. I have spoken to reps asking for escalation, being assured that I would be called back by a manager and this has not happened. I am two years out of a 5 year warranty period and cannot get this manufacture malfunction repaired by the manufacturer. I am looking for help for resolution as well a warn the public against this company.Business Response
Date: 05/03/2024
We apologize for your frustration. Our lead technician is scheduled to be on site 05/11/2024. We are confident in resolving all of your concerns! Thank you for your patience.Business Response
Date: 08/05/2024
The scope of the job has been outlined and a complete parts list compiled. A representative will be reaching out shortly to coordinate a future service date.Customer Answer
Date: 08/18/2024
The reason I have not responded is that I am still waiting to hear from LPI regarding their most recent message via BBB indicating their intent to follow up with me "shortly" with another technician appointment. This has not as of yet occurred, therefore this complaint has not yet been resolved and is still an active problem.Initial Complaint
Date:04/22/2024
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 recently bought a 10000$ from lpi. The tub arrived and there was an issue with the cover not closing and sealing. LPI sent a service tech out twice after having myself take multiple measurements. The service tech both times said the cover was warped and needed replacement. The condition the cover is in you can not afford to heat water or keep chemicals in tub. LPI refuses to replace cover knowing they have multiple issues with this cover and their own service technician they sent out both times says the cover needs to be replaced. I want a new cover or I want my money back. The product is not how it is advertised.Business Response
Date: 05/03/2024
The documentation of the cover has been reviewed by expert staff and a consultant. A replacement cover has not been approved following this review. Every soft and hard cover will have evaporation, as they are not designed to create an airtight seal.Business Response
Date: 05/20/2024
Our apologies for the minor delay in response. After further review, we will be replacing the Tuff Cover. A representative will be reaching out to you shortly concerning the new warranty claim.Customer Answer
Date: 05/28/2024
I can’t give a response until LPI follows through with delivery and installation of cover. As of now no cover has been received!Initial Complaint
Date:04/19/2024
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 this hot tub in February 2023. When it was delivered it was a one man operation and he dropped it. Since having this hot tub it has spent more time out of commission than it has working. I’ve had to spend countless hours on the phone with their warranty department and provide them with photo after photo, run diagnostics myself, I’m asked to play electrician and mess with wiring all so they can shove me off until my warranty expires for labor. Now it won’t even turn on and I’ve had an electrician come out to look at it and confirm it is not the wiring and do all the troubleshooting. They still won’t send anyone out until I take a new manual they provided and mirror all these complicated electrical things. I’m an elderly woman and this was not the warranty care that was advertised or promised when I bought this hot tub. At this point I don’t even want the hot tub, I want them to come pick this thing up and give me a refund. They are a horrible company and are extremely shady.Business Response
Date: 05/03/2024
Your service history indicates that we have been prompt in responding. In this specific situation, the site preparation section was available to you in the manual you received with your order verification and a physical copy at time of delivery. These requirements are per the components manufacturer. Correcting the GFCI, should alleviate the problems. As soon as this requirement has been met, we would be more than happy to continue honoring the warranty as written.Initial Complaint
Date:03/28/2024
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.
The heater on my spa quit,and tripped the breaker causing a problem with freezing of one pump. They won't replace the heater. My spa is 19 months old. The heater has a warranty of 5 years. They say because of the freezing there is no warranty and won't replace the heater. I want the heater replaced,they are being very addiment about it. I don't understand why they won't replace the heater or the pump.Business Response
Date: 04/04/2024
Please note the warranty exclusions on the attached Catalina Luxury Warranty Sheet. Unfortunately, freeze damage is not covered. We did assist in providing contacts for local technicians as well as making an exception for plumbing components. We can assist in ordering any other required parts, but it would be at the customer's expense.Customer Answer
Date: 04/07/2024
Complaint: ********
I am rejecting this response because: The heater quit, then tripped the GFCI breaker, which then caused the hot tub to shut down completely. These mulitple steps created the top one to two inches of water in the hot tub to freeze. This occured in January within the 5 year and aforementioned 18months warranty on labor. A Technician traveled from approximately 150 minutes away (Fargo, ND) on February 15, 2024. The technician's accessment consisted of taking 2 of 4 panels off and took pictures of parts that were not frozen. He stated company will need to send parts to him to fix, however did not specify which parts. He billed me $462.50. I did not here from anyone and reached out to the company two weeks later. Since, this time reached out to Marquardt Electric and they assessed the hot tub reporting the heater went out causing a chain reaction tripping the breaker. Please advise.
Sincerely,
**** ********Business Response
Date: 04/12/2024
We assisted in providing a list of technicians. This was not an exclusive list, you were and are welcome to choose alternatives. As this was a third party contractor that you did business with, the work, cost, and methodology would be between the consumer and the provider. You contacted us after the spa froze, which caused additional damage. Had there been a report of the spa not heating prior to the freeze event, we would have advised of precautions that could have been taken and enacted a prompt resolution plan. There does need to be some responsibility of the owner in terms of monitoring and observing your property. As a result of customer advocacy, a new case has been created and a representative will be reaching out to you.Initial Complaint
Date:02/15/2024
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.
Bought a hot tub at the Syracuse State Fair in NYS Tub was delivered end of August 2023. Tub leaks and the first time the techs came one leak was easily found. There was a second leak not found and tech either rescheduled or couldn't fix it. Claim kept getting cancelled and I'd have to start from scratch submitting pictures and complaints. On Feb 9 I received an email that the work order 00004029 case #00013616 has been unassigned from the tech with a new tech to be assigned. We have not heard anything further regarding when this spa will be repaired which is under warranty. It's now 5 months. Every time I respond to one of their tech reviews I ask to either fix it or replace itBusiness Response
Date: 02/28/2024
Thank you for your patience in this matter. We apologize for having to unassign the previous technician. An email with the new technician's contact information will be forth coming; they will contact you directly to schedule an appointment.Customer Answer
Date: 02/28/2024
Complaint: ********
I am rejecting this response because:Still no service scheduled.
Sincerely,
******* *********Business Response
Date: 03/06/2024
A third party technician is scheduled for today, 3/6/24. We will await their findings and proceed accordingly, if the matter is not resolved during the visit.Initial Complaint
Date:02/01/2024
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 have had my hot tub for almost 4 months now and it’s still not fixed they sent a contractor out to fix it he has been scheduled 5times has been here one time then when schedule to come back he proceeds to tell the company I fill my hot tub with buckets. I DONT FILL IT WITH BUCKETS yes I top it off once in a while with a bucket it is excuses after excuses with this companyBusiness Response
Date: 02/16/2024
If you are wanting to wait until spring, we will honor the warranty then. If you have drained the spa, please open a case per the directions so that the suction line can be replaced.Initial Complaint
Date:01/04/2024
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.
The product [hot tub] purchased from this company is defective. I purchased an extended warranty, for parts and labor, and the business refuses to honor the agreement. I've contacted several times, written emails, and asked to speak to management without any help. I am very dissatisfied and disappointed with this business.Business Response
Date: 01/15/2024
The warranty extensions apply to labor, plumbing, and major components. The waterfall features are minor components and have a one year warranty. The labor warranty would not apply to a minor component, as specialty tools or knowledge are not required and the standard labor coverage has lapsed. We did replace these features for you at no cost and provided information on how to switch the component out. FedEx tracking: 713307901220 indicates these were received 12/22/23. We are available for any further questions and will continue to honor the warranty as written.Initial Complaint
Date:01/02/2024
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 a therapeutic spa from Atera Spas in Chandler, Arizona. In 2018, LPI, Inc. of Johnson-City, Tennessee acquired Atera Spas. This company has not responded to any of my inquiries regarding replacement parts for my spa.Business Response
Date: 01/15/2024
Our parts manager advises he has called and left two voicemails. If this has not been resolved, please contact us at 423-349-2900, option 6. We will be glad to assist!Customer Answer
Date: 01/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21084760, and find that this resolution is satisfactory to me.
Sincerely,
**** ******
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