Complaints

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

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  LPI, Inc.

  506 Twin Oaks Dr Johnson City, TN 37601-7610

  
• 

  Tuff Spas

  121 S 39th Ave Phoenix, AZ 85009-8031

• 

  Tuff Spas

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

• 

  Tuff Spas

  7612 N 74th Ave Glendale, AZ 85303-1603

• 

  LPI, Inc.

  520B E Hebron St Charlotte, NC 28273-5989

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

• Initial Complaint

  Date:08/29/2023

  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.

  Back in July 2023, I had the pump on my hot tub die. I called LPI and was told that I needed to get the pump replaced and then to send a receipt to them so that I could get a partial reimbursement for the pump as I have a 5 year warranty. I emailed LPI and was instructed to send the receipt for the pump to them (The person I spoke to was ***** *******  
  I then attempted to follow up with her 21 times and never have gotten any response back.
  I called many times on the phone and finally spoke to Another rep ******* ******** -  She said she would help get this moving for me. I am still waiting to get my partial refund and to this day have not heard back. I have an email trail of 21 different emails that I can provide if needed.

  

  Business Response

  Date: 09/14/2023

  Your request was resubmitted to management, and the initial decision remains: A partial reimbursement is not approved. Please reference your warranty exclusions section in the manual. Attached is the most recent version of the Dr. Wellness Tranquility Warranty, which shares the verbiage from your purchase. This would have needed to be preapproved or purchased directly from the manufacturer at a prorated rate. An excerpt from the referenced section advises: "This warranty is terminated if any components are installed or repairs or alterations of any kind are made or attempted without the MANUFACTURER’S prior consent and approval. The consumer is responsible for verifying any repairs and alterations are covered under warranty before they are attempted. "

  

  Business Response

  Date: 10/13/2023

  Management has advised that despite the unknown pump received, we can offer 50% (prorated per your warranty) of the manufacturer's cost which would amount to $270.23. We do not control the pricing of third party components. Please let us know if you would like to proceed. 

  Customer Answer

  Date: 10/13/2023

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

  I accept the amount that they have offered to refund me.

  Please send to my home address or call me if necessary.

  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:08/17/2023

  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 have an issue with our control module on our brand new hot tub, were initially told it was the an air lock issue, then a heating pump issue, now a control module issue. Contacted them about it they told us we didn't have a warranty, for labor but we were still covered for the part. Were told it was just a plug and play swap. I went to install it and nothing lined up. Called them back and told them it didn't line up. They told us it was an upgraded part and we'd need a technician to install it. Had a technician that we paid for come out to install the par. He agreed that the wrong part was sent, and pulled up the model number of the part that should have been sent and confirmed it was not correct. Called LPI again to get correct part and confirmed that we actually have an extended warranty that the other person said we didn't have. New part was sent in less then a week. But now we keep getting the runaround on getting a technician out to fix the issue. It's been almost a year since we initially started this claim and it's still not solved. We were told they were sending their tech, then we were told it was outside their techs range, so they needed to get 3rd party bids and it would take a week. We called back again today just over a week and are being told their waiting to hear for their techs again. It's coming across like they trying to run out our warranty so they don't have to cover it. We've called weekly if not more often for the last 6 weeks it's out of hand now.

  

  Business Response

  Date: 09/05/2023

  * * * ******** is scheduled to complete the open work order on 9/8/23.

  Customer Answer

  Date: 09/06/2023

  They say that this tech is suppose to come out on Friday, September 8th. But we will see we’ve been through this “assign a tech and given a date” process about 5 times. Each time the either the tech cancels or LPI had to find a new tech. 
  

  Do pardon my irritation if I don’t believe that it will actually take place. Especially when I haven’t heard from the tech at all. 

• Initial Complaint

  Date:08/15/2023

  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 bought a Jacuzzi from Aqua Living in Port St Lucie. This jacuzzi was manufactured at LPI, inc.
  the jacuzzi was purchased and delivered on 11/21. We started having problems with the jacuzzi in Jan 2023 - we called LPI and provided instructions what we can do the customer service rep stated that it sounded like the lines needed to be bleed. We followed their instructions, and it continued not work function properly. We called a spa company, and he came out to fix the issue, but it only lasted a couple of days. We called the company back out and he advised that the pump is burnt out and extremely hot to the touch. We had to turn the spa off at the breaker to advoid any fires or further damage to the jacuzzi.
  
  When reviewing the policy, which is very convoluted- it was hard to understand if the pump was still covered under warranty. So, we hired the spa company to come out to replace the pump. This was a total of $610.00 [$500 for the pump and $110 for labor}.
  
  My husband was questioning if it would be covered anyway, let's check. So, we called, and were advised that the pump was covered under warranty and the representative advised that we had to submit a claim for the pump, but only get the cost of the pump that LPI would pay, it would not cover the $500.00.
  
  We submitted the claim information and a gentleman called to find out why we did not go thru them, I advised him we didn't think it was covered because the way the policy was written. He was supposed to call us back with a decision but did not.
  
  We waited a few weeks for a letter/call/ email. Nothing - We called back and again was advised that we would only be reimbursed for the cost of the pump for LPI. We received a email response declining our request for reimbursement. When we were told that we would.

  

  Business Response

  Date: 08/30/2023

  Unfortunately in this circumstance, the request was denied by management. If there were questions about interpreting the written warranty, it would have been wisest to contact customer service prior to your decision being made. In the same components section you cite cumbersome language it advises: "Alterations, modifications, or replacement components installed in the spa that have not been pre-approved by the manufacturer will terminate this warranty." A "2 speed jet pump" is not something that was approved by our factory engineering or technicians. Your warranty will continue to be honored, but we are not reimbursing you for installing foreign components into your spa.

• Initial Complaint

  Date:08/10/2023

  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 Tuff Spa on 8/16/2020 that was delivered on 10/25/2020. When I purchased the hot tub the salesman included a 3year parts and labor warranty to close the deal and he noted it on the contract. In early June I had a number one pump failure. I contacted a local rep from the store I purchased the hot tub from and he was able to diagnose the tub and confirm that the pump one was bad and needed to be replaced. He told me I needed to submit an online request to start a warranty claim. 6/26/2023 I contacted Lpi inc via a web submission for service on my hot tub and did not get a response. July 13 I did a follow up to see when I would get a visit. The rep told me she did not have my information and I explained everything again. She told me LPI purchased tuff spa but wasn't sure about warranty coverage. I texted her my contract and asked her to check and get back to me. 7/18/23 I texted her and asked for an update. She said she was just looking at it now and would get back to me. 7/21/23 I got a call from the manager in parts asking if I wanted to buy a pump. I told him this would be under warranty. He responded that LPI punched Tuff spa but was not honoring any warranties. 7/28/2023 I called she said she would get back to me. I told her we needed to get a manager involved. 7/31/2023 They emailed me a booklet that showed tuff spa warranty and said they would only honor that. She asked what parts I needed and I replied pump one and that I already gave them all of the part numbers and wanted a call so we could resolve this. There has not been any response since. I tried to email the CEO on 8/1/2023 with all of this information. LPI tells me that they are not honoring my warranty, but I purchased the hot tub on 8/16/2020 and they bought Tuff spa on 7/27/2020 therefor I purchased this from them and their employee.

  

  Business Response

  Date: 08/24/2023

  Yes, we did purchase the TUFF Spa company.  However,
  the purchase was for the product name and patents.  We did not manufacture your spa, nor did we purchase the separate company that was providing warranty services to those units. Once we took
  ownership, all existing warrantied products fell to the same warranty
  guidelines as LPI Inc. spa products.  Having said that, you took
  possession of the spa in 10/2020.  Our warranty consists of the following:
  
  LABOR WARRANTY – 6 MONTHS FROM DATE RECEIVED 
  ended for your product on 04/2021
  TV/AUDIO – 100% 90 DAYS FROM DATE RECEIVED ended for
  your product on 01/2021
  MINOR COMPONENTS – 100% 1 YEAR FROM DATE RECEIVED ended
  for your product on 10/2021
  PLUMBING – 100% 2 YEARS FROM THE DATE RECEIVED ended on
  your product on 10/2022  still eligible for pro-rated cost until
  10/2023
  MAJOR COMPONENTS – 100% 2 YEARS FROM THE DATE RECEIVED
  ended on your product on 10/2022 still eligible for pro-rated cost until
  10/2023

   

  Customer Answer

  Date: 08/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: LPI purchased tuff spa on 7/27/20 and I purchased my hot tub on 8/16/20.  Therefor I purchased from LPI and my contract states a 3 year parts and labor warranty. LPI owned tuff spa when they took my payment for the spa.  If LPI already purchased Tuff spa when I purchased the hot tub LPI was false advertising and ripped me off.   LPI should honor the warranty I was sold by them on 8/16/20 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 09/01/2023

  You have been repeatedly advised of the warranty that is available on your purchase from customer service representatives to the top. Unfortunately, what is written by hand (by whomever) on your sales invoice does not match what was available by either company at any time. If we can assist in ordering any prorated components for you, we would be glad to assist. 

• Initial Complaint

  Date:08/10/2023

  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 purchased the swim spa on Feb.28, 2021. One year later the spa was delivered on March 11, 2022 due to covid and supply chain holdups. The spa worked fine after installation but ceased operating in May of 2023. I reported the situation to LPI and they sent out a part they thought caused the problem but the technician diagnosed that the problem was instead the spa pack, the main brain of the spa. That entire spa pack unit needed to be replaced. It took approximately one month for the spa pack to be delivered. It arrived on June 13th. As per the instructions of *****, the customer service rep, I called to let him know that the part had arrived. ***** notified the technician (***** ********) and we set a date for June 21st for the repair. Well that day came and went - no technician. I called LPI a number of times but the tech would not answer their phone calls or mine. Finally ***** called me on July 23rd and explained that he badly injured his finger and that he would come to my house on the July 26. Again, Wednesday the 26th came - no Frank. Since then my case has been referred to *** *******, Executive Assistant, Costumer Service at LPI. She sent me a nice email stating that my issue was being looked into. She also stated that she would be contacting me and to feel free to contact her at any time. That was over 10 days ago! I have been patient as can be throughout this ordeal but when she refused to answer my three messages - I had had enough!
  When I retired I felt that the spa would be the best way to both relax and exercise. Well, this summer has been totally wasted due to LPI's poor service system. I paid over $28,000 for the spa and my family or I have not been able to enjoy it for any of this hot summer. Now I feel that I made a bad choice for choosing to trust these people and their product. Also, I am worried how they will treat me in the future if the spa breaks down again.
  Please assist me in getting the unfortunate situation resolved. Thank you!

  

  Business Response

  Date: 08/23/2023

  The customer advises that the third party technician was present this past Sunday to replace the spa pack. There are reported additional concerns. The case manager will be following up directly with the customer. 

  Customer Answer

  Date: 10/09/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me only if the repair is carried out successfully. If for some reason the repair technician fails to restore the unit to its intended functioning level, I will be forced to take further legal action. 
  

  In addition to repairing the unit I would like to know if the company (LPI) is willing to extend to me (in good faith) a store credit or monetary restitution equal to the value of the entire summer season that was lost due their inept and lackadaisical attempt to solve my issue.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 10/10/2023

  Management has approved a store credit and an email advising of such will be forth coming. 

• Initial Complaint

  Date:08/09/2023

  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 purchased a golf cart in Fort Meyers FL on 5/30/22, I put down $1600 and was told production time was 2-4 weeks. I contacted LPI several times in July requesting an updated time frame on the production of the golf cart since the 2-4 week production time had passed. I was never able to get an updated delivery date. On 8/1/23, I still was unable to get an updated delivery date so I cancelled my order. LPI is refusing to return my $1600 even though they were unable to deliver my cart as agreed to within 2-4 weeks of the order date. In addition, I applied for 12 months same as cash financing and LPI reported the loan to Experian a few weeks after the order date, now I have a loan sitting on my credit report for a golf cart, even though a golf cart was never manufactured or delivered to me. I will say that most of the employees I spoke to were very polite and professional and want to do the right thing to return my money since the golf cart was not delivered on time as promised, but it seems management is not allowing them to do the right thing.

  

  Business Response

  Date: 08/23/2023

  Please see the attached email you received advising of the cancellation terms and conditions. The terms also available at  the origination point of the sale. Production timeframe and expected delivery date are not mutually exclusive. While we apologize for the manufacturing delay, we are adhering to the cancellation policy. The loan was necessary to finance the purchase, it has since been cancelled. This information should reflect on the next credit bureau cycle. 

• Initial Complaint

  Date:08/07/2023

  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.

  Here is the email I sent the business. It should encapsulate what had occurred and the issues.
  We purchased a Catalina Freestyle swim spa in July 2021 from Tuff Spas / Aqua Living Stores at the Del Mar home show. It was over a year before it was completed and delivered in September 2022, with little communication unless generated by us. After it was delivered and installed it worked as expected. However, the stairs that were to be included were not delivered. A few calls to the company were met with a polite but disappointing, “they are back ordered but we will ship them as soon as they come in.” It has been over a year. Within a few days of the spa delivery, we discovered one of the waterfall diverters was broken at the top. We completed the warranty form and received two different diverters that appear they should be installed at the pipe level. ( not a homeowner install). We attempted to put in a service request through the warranty to have these installed but have not received any contact. It has been over a year. Out of frustration we visited the aqua living store in San Marcos, Ca. The staff, Sarah, was polite and helpful stating she would contact the corporate office to resolve the maintenance/ diverter installation schedule and to obtain the missing steps. Two weeks later “****” from LPI left a message on my wife’s phone requesting a call back. I have called for over a month and received the message she is not available and to leave a message. Her voicemail is full and does not allow me to leave a message. I sent an email to ***** last week and have not received a response. We are frustrated and disappointed. The only time we receive any kind of response is when we put a complaint through the BBB. We wish we would have researched your company extensively before agreeing to purchase from you. I do not know how I could in good conscious recommend any product from LPI to my friends and neighbors.

  

  Business Response

  Date: 08/22/2023

  The diverter valves are installed where they are visible on top of the swim spa. There are not special tools or techniques required for this action, and as such it is the customer's responsibility to make this change. Please reference the "Items not covered under the warranty" section where valve handles are specifically referenced. The low thumping sound in your recent warranty claim is a result of cavitation from the valves not being replaced. A representative will be reaching out today to advise and assist with any installation questions and your missing accessory.  

  Customer Answer

  Date: 08/30/2023

  Please reopen the complaint. It has not been resolved. See previous responses.

• Initial Complaint

  Date:08/04/2023

  Type:Delivery 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 spa from Signature Spas Platinum on 7-16-2023. The sales person said the cover to it was going to be shipped to us. it is now 8-3-2023 The cover has not showed up yet. We tried to contact the sales person and left a massage. they have not called back. We contacted the business they said they would ordered it but again NO COVER has been shipped.

  

  Business Response

  Date: 08/16/2023

  The order has been placed and after speaking with the manufacturer, the cover should be produced and shipped by the end of next week (8/25/23). Thank you for your patience.

• Initial Complaint

  Date:08/03/2023

  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.

  Called about problem with spa cabinet and bowng of a panel and needed a replacement panel. They even took down the color and model information and said a panel set would be sent to me this was over a month ago. I ust called back and they apparently now have a new system and never finished my request for service and said they have to go thru the entire process again. I can see why they have a 1 rating from BBB

  

  Business Response

  Date: 08/15/2023

  While we apologize for the initial misinformation, it appears that you were recently directed toward out of warranty parts. Skirting would not be covered three years after initial purchase.

  Customer Answer

  Date: 08/24/2023

  Even on the website it shows the cabinet as being covered under warranty for ten years

  

  Business Response

  Date: 08/24/2023

  The provided warranty information advises of the definition of each category. There is not a website where it advises that your cabinet panels or skirting are covered for the period you suggest. It is not unreasonable to follow the written warranty and its exceptions.

• Initial Complaint

  Date:07/31/2023

  Type:Delivery 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.

  Waiting 4 weeks for a gfi plug on the hot tub cord. Called on 7/7/23. To date, no cord received. Spoke to them 2 times a week and getting nowhere. Then on 7/ 24 they said the part was ordered and will get an email from fed ex. As of 729 no response. This is the 4th time I needed repair and each time I have to wait a month for resolution. This tub was bought in The end of January 2023. They asked for pictures of the outlet which I provide on 7/7/23. Then again they ask for more pictures of the outlet with the cover off which I sent. I want to hire an electrician and send them the bill which they denied. It's terrible that this tub is now down 0ne month. Worst customer service I have ever dealt with. They can take it back and reimburse my my money. Totally discusted!!!

  

  Business Response

  Date: 08/11/2023

  We apologize for the delay. A technician is scheduled to assist on 08/17/23. Components were received on 8/7/23 per FedEx tracking: ************.