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

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

• 

  Tuff Spas

  121 S 39th Ave Phoenix, AZ 85009-8031

• 

  Tuff Spas

  7612 N 74th Ave Glendale, AZ 85303-1603

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:07/18/2023

  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.

  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.

  

  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.

• 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.

  
  
  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,
  
  
  
  ***** *****

  

  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. 

• Initial Complaint

  Date:06/29/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  As mentioned, this spa has been down more than it could be used.  It is defective and now due to the delayed

  responses from the company, the warranty has expired.  If we cannot return for a full refund, then we should receive at least a partial refund due to

  not being able to use it for more than half the time that I owned it.
  
  
  
  Sincerely,
  
  
  
  **** *****

  5, 2022 a claim was open. A new Panel and waterfall attachment was sent to me to hold for a tech to install.
  
  On July 12, 2022 a tech was assigned and was scheduled on July 20, 2022 to install the panel and the waterfall.
  
  The tech arrived on July 20, 2022 2 hours late for the appointment and did not bring the tools to cut the panel to fit the spa. He attempted to install the waterfall and broke a connection piece in the back and had to have a new one sent.
  
  All this time my Spa is unusable at this point I have had the spa 1 month and cannot use it. On August 08, 2022 tech attempted to repair the waterfall and and broke the 2nd waterfall and still did not have tools to cut the panel to replace the damaged one. So once again a new waterfall had to be ordered.
  
  On Sept 2, 2022 The Tech was supposed to show up but texted me the night before and said he would not be able to make it and may get to it on Sept 3, On Sept 3 He did not call or show up and would not answer text or calls
  
  Now I’m 3 months with no Spa to use and that I had to prepay for!
  
  On Sept 3, 2022 I contacted customer service to explain what had happened and they tried to reach out to the tech which took a few days and no one contacted me so I called customer service again. At this time I was assigned a case manager named ***** whom I only spoke to once and could never get any additional communication from her to follow up on this mess.
  
  After a couple of weeks waiting for Customer Service/ Mgr ***** to get a new tech assigned I called again on Sept 14, 2022 and was informed that a new tech was assigned and would contact me. Later that day I received an email that the tech canceled the assignment.
  
  After waiting another week a new tech was assigned on Sept 22, 2022 and again on Sept 29, the tech arrived and was not able to complete the repair. He wasn’t made aware that the panel needed to be cut and did not have the tools. He attempted to fix the waterfall but the previous tech had glued the parts to the tub and tubbing and he needed to cut those and replace the whole waterfall assembly. So again the 4th waterfall assembly had to be reordered.
  
  After waiting 6 weeks to get a new waterfall assembly, the tech was able to replace the waterfall assembly and resolve the leak. I became aware that evening that he did not hook back up the LED lights so I opened the panel and Plugged them in myself. When doing this I also noticed that he did not hook up both hoses to the waterfall. I contacted him and he ordered another set of hoses and made the repair on Nov 30, 2022.
  
  It is now 5 MONTHS and I have not been able to use my $4000 Spa.
  
  On Jan 16, 2023 I had a Double Hole Pulse Jet go out and the bearings and some type of lubricant came out of the Jet and I had to take the spa down once again to clean the tub which was time consuming and. I contacted customer service and they were going to ship me a New jet that I can replace which arrived 2 weeks later. I received the part and it was the wrong jet for my spa.
  
  I contacted customer service again and they reordered the correct part and it shipped on Jan 31, 2023 again 2 weeks later. It arrived, the invoice was correct but the wrong part was pulled, What was ordered was a 2 port jet and a 1 port jet was shipped.
  
  I had to contact customer service 3 times in February 2023 to follow up on the part that keeps getting sent wrong. Multiple excuses and no part arrives, On March 1, 2032 the correct part shipped and arrived again 2 weeks later and has been installed myself.
  
  The whole time the jet needed to be replaced the spa was unusable. Out of the 9 months this spa has only been in operation 1 month without needing repairs.
  
  On June 01, 2023 I had 2 more 2 pulse jets go out and 1 that is starting to go out and once again the spa is down!!!!! I contacted customer service and they were shipping me replacements. Today, June 12, 2023 I contacted customer service again to follow up on the replacement parts. I was told that the shipping dept is a little behind and it should ship sometime this week. Again 2 weeks later.
  
  My 1 year warranty will expire on June 25, 2023 and I have only been able to use this spa for 2 months without it being in repair. This spa has been a NIGHTMARE!!! I use this spa to help alleviate pain in my legs and my back.
  
  I am requesting a full refund and you are welcome to come pick up this defective spa. I’m very disappointed in the quality, lack of customer service, the lack of speed in which parts that I'm always told you have in stock ship and lack of knowledge and professionalism the service techs have when attempting a repair.
  
  When I contacted the CEO regarding these issues, I received an email response from Amy with the following: I have reviewed your warranty issues with the CEO and the VP of Customer Service. They feel the best way to proceed on the issues you are having would be for you to hire a technician to come and inspect your hot tub. We will not be able to provide a technician for you. Once you have done so, you can forward his findings to us and if the parts needed to fix the issue are under warranty, we will be happy to send them to you. If you have any questions, please feel free to let me know. Enjoy your day.
  
  This is unacceptable. My spa is now out of warranty because they took too long to even respond to my request. And they are asking me to pay additional money to have a technician look at this defective spa.
  
  I am requesting a FULL Refund and this defective spa can be picked up from LPI

  

  Business Response

  Date: 07/14/2023

  The response the customer received is actually: "Mr. *****,
  I spoke again with the CEO and VP, after another review of your issues, we have the following resolution. Your issues with the jets could be due to over chlorinating and this is causing a breakdown of the jets. We recommend that you check and adjust your chemicals accordingly. If you need guidance on how to properly treat your water we will be more than happy to assist. Having said this, we will send you 3 more jets to replace the ones from before. Should this happen again, you will probably want to hire a technician to come and make an inspection to see what is going on. If you have any questions, please let me know. I will be ordering the jets today for you, in the meantime, check your water chemistry and make sure it is correct before installing the new jets. Have a good day."  The labor warranty for Hudson Bay is 90 days. The customer received the jets we sent as a courtesy on 7/8/23 per FedEx tracking: 633305055071. While we apologize for the frustrating experience, there will not a return and refund of the spa.

  

  Business Response

  Date: 07/21/2023

  We have honored and will continue to honor the warranty as written. While we apologize that you are experiencing frustration, the spa will not be returned and we have advised you of our stance. 

• Initial Complaint

  Date:06/26/2023

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 07/07/2023

  We apologize for the frustration. Our Salary technician was on site 6/28/23. Additionally, the required spa pack for the second work order is being sent today. When this has been received, Cameron will return to complete all repairs.

  

  Business Response

  Date: 07/27/2023

  The unit pumps are rated with Braking Horse Power. The two speed pump you received on 6/14/23 per FedEx tracking: 633402882130 is an interchangeable component. The spa pack was received on 7/10/23 with FedEx tracking: ************. The customer spoke with a representative on 07/26/23, advising of a personnel change and a rescheduled appointment.  We apologize for the frustration and are working to resolve this matter.

• Initial Complaint

  Date:06/20/2023

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ********hey would be delivered to my house in a week. I called again on 6/19/2023 and the man said they were still processing the order and apologized he said he would escalate the problem to management. As I mentioned earlier I am a disabled veteran and I use the spa for hydrotherapy. I can't deal with a product that is unreliable and a company that is able to continue selling new units and can't take care of what they have already sold! It has almost been 4 months.

  

  Business Response

  Date: 07/03/2023

  We apologize for the frustration, we expect the audit to be complete following the holiday.  We look forward to resolving this issue for you.  Thank you for your patience and service. 

  

  Business Response

  Date: 08/15/2023

  Management has extended your Labor Warranty for 6 months. 

• Initial Complaint

  Date:06/15/2023

  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.

  It was your technician who finally came and reinstalled some strips, he mentioned tuff cover is warped. Upon your request I had uploaded tuff cover photo to LPI and also here. From beginning tuff cover is having problem. Last year, your technician installed additional seals to fill the gap after several months of follow up. This year again after several months of follow up, your technician came re- fixed seals and said tuff cover is warped. Please don’t keep on dragging case, resolve issue so we can enjoy HotTub. 
  

  thanks

  ******

  lace the cover and replace the rusted screws. If they cannot serve their customers and fix problems then I request them to take their HotTub back and refund my money.

  

  Business Response

  Date: 06/28/2023

  There will not be a return on a spa that has been owned and used for over a year and a half. Additionally, the seals are not covered under the current warranty. This can be reviewed in the attached Catalina Spas manual warranty section. This being said, we are willing to keep our word despite the error in creating the warranty claim. A technician is being assigned to complete this work. We apologize for the delay. 

  

  Business Response

  Date: 08/16/2023

  It was a third party technician that completed your recent work order. Thank you for complying with the request for new pictures. A replacement cover has been approved and ordered. You received notification of this yesterday.