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:07/31/2023

  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 new hot tub last October. This past March the tub shell cracked. It's under warranty for 10 years I believe. I wanted the tub replaced but they said they have the option to try and repair it. I said ok get it done. They shipped me the repair kit after 2 months of having to call them. At that time they were to schedule a technician to attempt the repair. It's been another 2 months with zero contact from them. We are now on month 5 without the use of the hot tub which we purchased for my wifes therapy. All we get is the run a round from this company. It's obviously a manufacturing defect. The shell is less than paper thin where it cracked. It needs replaced immediately or a refund.

  

  Business Response

  Date: 08/15/2023

  From what we understand, the spa was moved from its original position.  We have requested additional information in the form of pictures of both the foundation and the crack. When this information is provided, we can further assist. - This is in addition to the assigned third party technician requesting additional information. Please reference the site preparation section as well as warranty procedures. 

  

  Business Response

  Date: 08/24/2023

  We are currently waiting on additional information from the assigned third party service technician concerning the Acrylic repair. Every other concern does not appear to be reported to warranty services. A request to accommodate has been made to management. 

  Customer Answer

  Date: 08/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This has gone on too long. No response. It’s been 5 months we haven’t been able to use it. It needs replaced. I’ve tried to call their 3rd party so called expert with no response either. He must of been trained by LPI.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:07/25/2023

  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.

  On 8/28/2021 we bought a hot tub from a vendor selling LPI spas at a Blow Out Sale in Dickson City, PA for $9,540. Friends recommended this sale. The hot tub was delivered to the construction site of our home in Sept. '21. In April '22 we set up the spa (as it was finally warm). From April - Oct. I worked with LPI customer service & our case manager. Their service tech came 4 times to replace filters, spa pack & a new pump #2. On 8/30 we could fill the hot tub. On 9/16 we noticed the water level had decreased substantially & there were puddles on the patio. I called LPI. On 9/29 our service tech determined a footwell light was leaking & the seal around it had been epoxied leading him to think it was refurbished. He said we need 2 people to lift the spa to repair. His report to LPI mentioned the epoxy-ed light & the need for 2 people. I called LPI several times to schedule a service call before temps dipped below freezing. The drainage hose was blocked preventing water from draining. We emailed our case manager explaining the issues & that temps were starting to dip. I asked to speak with our case manager’s supervisor but was not connected. On 10/20 a new service company was assigned. On 11/1 I received a call and was told told our appt was 11/21. I confirmed they knew we needed 2 service techs. I also said we'd be out of town on 11/21, but a relative was nearby. On 11/21 the tech called to say "he" was on his way. I asked if he had a partner. He didn't answer. Upon arriving home we found the new light no longer in the spa, the panels weren't fully replaced & more insulation was missing. Due to low temps we couldn't fill the spa to check the leak. On 12/3 I emailed our case manager a video showing the spa still leaking. On 12/6 our case manager replied that the 11/21 tech said the leak was probably due to freeze damage. I replied that we told them this might happen back in Sept. Despite follow-up emails to our case manager we never heard back from anyone at LPI.

  

  Business Response

  Date: 08/07/2023

  We apologize for the frustrating experience. Management has approved an assessment of the product, so we can move forward towards resolution. A representative will be reaching out to you shortly for additional information.

  Customer Answer

  Date: 08/10/2023

  
  
  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.

  Thank you for helping us sort out this matter. I should have reached out to you long ago! Although the company did reach out and has promised to send a contractor to "look at the hot tub" I'm still wary anything will be resolved. If I click the "accept their response" and this claim is closed can they then back out and not complete the work? But I don't reject their response to come and fix it ... it's just that it's not fixed yet. And I see that if I don't respond one way or the other within 10 days it's seen as my acceptance and the case will be closed. Just looking for some guidance. It's been a long and bumpy road to get this far.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/24/2023

  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.

  Purchased Hot Tub in October 2021, received it in January 2022. The primary pump broke in May 2022 (~4 months working hot tub). Filed a service request/warranty claim in May. I had to call to follow up since I wasn't getting a resolution via email. In June, the pump diagnosed via a call with a technician to confirm it was broken; at this time I was told that the pump was ordered and I should receive it in 10-14 business days; I did not. I had to follow up only find out the order for the pump was never put in.
  
  In July it was finally placed, after multiple phone calls, and I eventually received the pump and a service tech assigned to install it in August. This was only completed by my vigilance and time spent repeatedly calling them as it was clear it would never have been completed without multiple follow ups. The service tech was able to install the pump and return it to working order in September of 2022 (so ~4 months of no hot tub use about the same as the time I had it working).
  
  July 2023 (~10 months with replacement pump) - the replacement pump is doing the same thing as when it needed to be replaced. I put in a service request. I called after a few days to follow up, requested a callback instead of waiting in queue. Received a callback that was 1 ring and a hang up ... Received an email saying my case was closed with reason "Out of Warranty". I put in the service request as "Technical Support" NOT "Warranty Claim" so they closed it out with no resolution or attempt at resolution. Though I believe a replacement should be covered under a reset timeframe warranty, especially since my replacement took months to get therefore wasting time it would be under the initial warranty.
  
  I SHOULD NOT have to make it a side project of constantly following up to get this resolved. I expect the company to resolve this issue TIMELY in a satisfactory manner ie. replace the pump at a discount or under warranty as I have gotten 2 pumps that haven't lasted more than 10 months.

  

  Business Response

  Date: 08/05/2023

  The parts manager has left 3 separate voicemails to resolve this matter in addition to customer services attempt at contact. Please contact him directly at 423-349-2972 or visit 

• Initial Complaint

  Date:07/19/2023

  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.

  This spa was manufactured in March of 2023, delivered to us in April 2023, and set up for use in May 2023. Since it was set up, we've been getting the run-a-round from the company and still can not use the spa today, 7/19/2023.
  
  We were sent replacement parts, which turned out to be the wrong part, and have been constantly asked to update correct wiring.
  
  This spa is a brand new lemon, and we want our money back in full for the spa in addition to the time we've taken off work to receive the technician, costs of replacement wiring, and all interest paid on the spa loan.

  

  Business Response

  Date: 08/01/2023

  A technician is scheduled to complete the service work order on 08/04/23.

• Initial Complaint

  Date:07/18/2023

  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.

  6/18/2023 Purchase date. Paid 10800.00 for spa. Contacted 6/26/2023 for a repair the spa wasn't working. Tech came out fixed the problem. The tech also stated the panel would be covered by manufacturer. As we were cleaning the unit to fill it with water noticed the crack across the inside of the tub, across the control panel. Called customer service June 12,2023 case#00001867 he stated he'd get back to me. Today 7/17/2023 he emailed me stating the the spa is not on the correct foundation. To continue warranty the unit must be placed on concrete pad. Manufacturer manual states RECOMMENDS on concrete pad reinforced steel bars. The unit is on secure wood platform. As I will also have a wood deck to go around spa. Manufacturer "recommends" does not mean it has to be.

  

  Business Response

  Date: 07/31/2023

  We did come out to assist in diagnosing the fuse, which is not covered under warranty. Please reference the attached site preparation guidelines that advise: "It's very important to follow the manufacturer's guidelines for site preparation, installation and leveling of your new Signature Spa.  Failure to follow these instructions may result in structural damage to the spa that is not covered under your warranty." and  "The manufacturer's warranty does not cover damage that is the result of improper removal or installation of the spa." We will be glad to assist with the reported skirting panel damage per your warranty.

  Customer Answer

  Date: 08/08/2023

  Please read page 10 of your Owners Guide last paragraph "If my plan includes decking" everything my plan is in that paragraph. This will be a recessed deck. Says nothing of concrete.

• Initial Complaint

  Date:07/17/2023

  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 ordered Dr Wellness G100 on May 11th 2023 was delivered to aqua spa in Lima Ohio June 13th. The store unloaded the equipment and filed a claim that we were missing our steps, filters and chemical kit and nature sticks. LPI sent me an email on June 16th stating a claim had been filed of missing items I would hear from them within 2 days. 16 days went by and I contacted them getting the run around I had received everything then they finally say if I see the claim. Call 3 more times trying to find out when items will ship told I will receive return call person that handle it is out for the day.
  I just want my missing items!

  

  Business Response

  Date: 07/17/2023

  The missing accessories are expected to arrive today, 07/17/23. The parent FedEx tracking number is listed as: ************.

• Initial Complaint

  Date:07/11/2023

  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 my hot tub in April 2022 and it was delivered in July 2022. The warranty is for 1 year from the date of shipment. In late April my hot tub serial number 288766 stopped working. A local electrician determined part of the main electrical board inside the tub had melted and shorted out. Since the tub is less than a year old, it is under warranty. I filed a claim with LPI on May 16th. After weeks of calling and getting the run around, I finally received an email stating they were going to order parts to repair the issue on June 7th. I waited 3 weeks and never heard from them again. I emailed for an update and was ignored. I called on June 30th and was told parts had not been ordered, but my claim had been taken over by *** M who is an Executive Assistant and I would have to speak with her. I called on July 5th and was told my claim had been transferred to ***** and I would have to work with him. When I spoke with *****, I was told that he sells parts and that my claim had been denied and I was responsible for buying parts and getting the repairs done myself. I asked why and was told there was NO EXPLANATION given. I was then told that *** M was responsible and I would have to speak with her. I have already emailed her several times and been ignored. I called *** directly on July 10 and left a message asking for written documentation as to why their faulty electrical board is not covered by the warranty. And why it took them almost 2 months to deny the claim, and why it was denied after I was told it was approved.
  According to the electrician who found the issue, the board was most likely faulty when it was shipped to me. The tub didn't even work properly for 9 months. I want them to cover the repairs. Or they can take the tub back and give me a full refund for the product.

  

  Business Response

  Date: 07/26/2023

  The executive assistant responded to the consumer's request with: "According to the documentation it was found that the reason the spa pack needed replaced was due to faulty wiring. We determined this by review of the GFCI photos you submitted. Had the GFCI wiring been done correctly this would have never caused the failure of the spa pack. I am terribly sorry that in the beginning you were led to believe that we would be processing the claim, however, once the photos were received, we could not uphold that decision. As a company we have guidelines in place for our customers to follow in setting up the electrical for their spa as a protection to them, the consumer, as well as ourselves. As mentioned before we will be happy in assisting you with the purchase of the replacement spa pack at a discounted price and expedite the order. At this point, that is all we will be able to offer."

• Initial Complaint

  Date:07/11/2023

  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.

  On 04/19/2022 we purchased a hot tub from Aqua Living Factor Outlets. With that purchase came a manufacture's warranty and we purchased an Extended Warranty. In February of 23, we ran into a issue with our hot tub where our water was draining at a very face pace and we were having to refill the tub every couple of days. Being we live in Minnesota we also had to keep it heated so it didn't freeze. We contacted LPI, Inc's service team who is responsible for warranty issues. They sent out a technician ** from Performance Pool and Spa. At the time of inspection Feb 16th, 2023 he wasn't able to find a leak. After further discussion with ** he put in another service request to AC on Feb 24th 2023 to come out and look again as the tub was still draining water at an alarming rate. We didn't hear back form AC so we sent in email request to her on 04/17/23, 04/27/23, 04/28/23. We also attempted to call her several times. We received a response with an apology from AC on 04/28/23 and that she would be re-opening the warranty case. At this time I requested a manager reach out so we could express our frustration with the process and AC's lack of follow up. On 05/12/23 I received a email from an the Assistant Manger NV. stating she would be happy to assist. I attempted to call her on 05/12/23. I then followed up with an email on 05/15/23 and again on 06/23/2023. I have received no correspondence back since then and our hot tub is still not working properly. So we have been without a hot tub since February and now that we are past winter we have drained the hot tub as it was getting expensive to keep filling and having to reheat every time we refilled it. At this point we are very frustrated with the lack of response. We feel that they are in breech of their warranty. We would like them to take the tub back and a full refund or repairs made and our warranty extended the 5 months now that they have failed to respond. See attached emails for names of parties I corresponded with.

  

  Business Response

  Date: 07/26/2023

  We apologize whole heartedly for the frustrating experience. A technician should be contacting you shortly about a firm schedule date. The unit would need to be refilled prior to the appointment for a leak diagnosis. Management has also approved a labor warranty extension of 6 months based on the circumstance. 

• Initial Complaint

  Date:07/10/2023

  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.

  I ordered a hot tub from this business and on May 26, 2023 the wrong tub was delivered. Upon delivery, the installers significantly damaged 32 brand new deck boards by rolling the tub across the deck on rollers that permanently indented and scratched the boards beyond repair. The installers took photographs, as did I.
  On May 30, 2023 after not hearing from anyone at LPI, I reached out to my sales rep and asked for the wrong tub to be removed and the correct tub to be delivered and the repairs to be reimbursed. I supplied an estimate from my builder to my sales rep at Aqua Living / LPI on June 7th.
  Upon the second delivery, when the tub was put into place and unwrapped, the tub sent was the incorrect model AGAIN.
  I placed no less than 6 dozen calls, texts, and emails into the company, the sales rep, the head of customer service, the maintenance department, etc... yet NO ONE has been helpful or resolved my issue.
  After losing all confidence in this company I asked for the second tub to be removed from my property. I can not get anyone to address the damage or to reimburse me for the damage. I have escalated all the way up to the CEO. I have still not received a response.
  LPI owes me damages in the amount of $15,540.14

  

  Business Response

  Date: 07/21/2023

  LPI has attempted to resolve this matter on multiple occasions and has reached out to the contractor concerning repairs. We are willing to pay the contractor directly to fix the damage. The customer refuses to allow us to do that, and wants us to instead pay her. We are unwilling to pay the customer directly and will only pay the contractor to do the work that he estimated. This customer needs to reach out to us to resolve this matter. 

• Initial Complaint

  Date:06/30/2023

  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.

  Purchased a P7L hot tub from LPI (Signature Spas) in May of 2023. It was delivered promptly and undamaged. However once I filled the Spa and began the filtering and heating process, it took an extremely long time to heat up. I also noticed that one of the air diverter valves is not functioning properly and missing a rubber seal. This is where I noticed another issue. There appears to be an issue with the heater (runs extremely hot, as it appears to be over heating and randomly pops the outside GFCI every 3-4 days or so. Confirmed with licensed electrician it is wired properly. Reached out shortly after install, but did not hear anything for 2 weeks. Reached out again on June 15th, sent in additional information and was told would be contacted shortly for a tech to visit. Now it has been another 2 weeks with no contact. So have a Spa, that is now drained and just sitting, would like a service tech sent out as soon as possible or have the Spa returned and full refund given.

  

  Business Response

  Date: 07/14/2023

  A technician was present at the customer's home on 07/05/2023. The breaker cannot be intentionally tripped. A replacement component has been requested and ordered. The same technician will return to complete the minor repair. 

  Customer Answer

  Date: 07/14/2023

  
  
  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.  Still waiting on the tech to come back and repair, but at least we got someone out here. 
  
  
  
  Sincerely,
  
  
  
  ***** *****