Reviews
This profile includes reviews for LPI, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 64 Customer Reviews
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Review fromCharles C
Date: 02/02/2024
1 starCharles C
Date: 02/02/2024
Problems started the day we bought it . Never again 10,000 for a piece of junk. Customer service is unprofessional and no help . Jets rusted and broke . Pump went out leaks everywhere due to poor workmanship every again
LPI, Inc.
Date: 02/16/2024
The warranty has been honored as written during the course of your ownership. The leak and pump were repaired in 12/2023. Unfortunately, the minor components and jet warranty are for one year.Review fromGreg M
Date: 02/01/2024
1 starGreg M
Date: 02/01/2024
I really wish I'd spent a little extra for a Jacuzzi brand. I bought the 8k hot tub a year ago, and it started leaking before my year warranty was up. I called and submitted requests on their website for help, and about three weeks later, I received an email asking for pictures of the hot tub leaking. The moment it began leaking, I turned it off, and it stopped leaking, so I assumed the leak was from one of the many jets. I started it back up and waited 30 minutes, then took pictures of where the leaking began. I then called them, and they wanted me to disassemble one of the side panels to look inside. I was not inclined to do this as I am not a plumber or an electrician. They finally dispatched a pool and spa repair company, which was able to fix the leak but found two more. One is from the air increase/decrease valve, and one is from the fountain valve. At that visit, again, this is a pool and spa company local to Orlando that contracts for LPI, Inc., the repair person said the internal subwoofer, which sits inside on the bottom, was ruined from the leak. When I reached out to LPI, they said that part (electronic) was only covered by a 90-day warranty. Keep in mind this water leak is what damaged the subwoofer. Additionally, the two parts they sent for the two other leaks found said were "self-repair"; you're on your own. Again, I'm not a plumber or an electrician. The spa is on a covered patio and not exposed to the elements. It is just one year old and costs a small fortune. I just received an excellent anonymous text from LPI: NO-RELY Case #00014569 has been resolved with reason - Out of warranty. If you need assistance in the future, please don't hesitate to contact us.
You can't make this stuff up!LPI, Inc.
Date: 02/02/2024
A representative will be reaching out to you shortly concerning a new case. Audio and Video components are listed as a 90 day warranty. However, as this was caused by the leak, we will be covering the components and work order. Additionally, we will replace the O rings while on site for the audio as a courtesy.Review fromPam C
Date: 01/25/2024
1 starPam C
Date: 01/25/2024
We bought out tub from the state fair 31/2 years ago.We received it approximately 6 months later which the casing was damaged in transit.Took pictures sent to company and they avoided the issue ever since!Multiple phone calls emails resenting pics.NOTHING EVER DONE TO RESOLVE BUT A BUNCH OF EXCUSES!!WORST customer service ever!!Will never endorse this company!LPI, Inc.
Date: 01/26/2024
A representative will be reaching out to you shortly, but we will be providing replacement panels. We apologize for the frustration and inconvenience experienced.Review fromDavid W
Date: 01/17/2024
1 starI have dealt with a lot of different companies in the 63 years. I’ve been on this planet, but I can unequivocably tell you that Aqua, Spas and LPI have been the worst experience I have ever encountered originally the spa was supposed to be delivered 45 days after purchase, it took over three months to receive the Spa Having a delivered so late minimize the time I was able to use it as living in Phoenix the temperatures got to the point where getting into a hot tub wasn’t viable. After having used the hot tub three times because of the time it was delivered. I went to use it again this year in November only to find out that it was not working. I contacted LPI they indicated I needed to self diagnose the problem before they could initiate a service request one and a half months later. I finally got LPI to send a part that they thought was the one needing replacement, which they did , from that point forward were now in the middle of January, and the spa is still not fixed they sent the part that was reported not good only to find out the technician arrived, and once opened up the spa, determined the other part above it to be a part of the problem as it was leaking on the pump below, causing that to fail Rather than replace it he contacted LPI for the new part 2 1/2 weeks later the part arrived. Technician came back out to put it in only to find out that it was poorly packaged, and that part was broken as well. Now LPI ship the new part that took almost 2 weeks to arrive , they assigned a new technician to repair the Spa and apparently gave him the wrong number. The technician indicated that he contacted that number and left a message. Of course I did not get anything because he did not call my phone number. LPI evidently gave him the wrong phone number long story short I’m going on three months to get a spa repaired that I paid over $12,000 for a year and a half ago and I’ve used it three times and I have a company that keeps telling me we’re sorry.Review fromMegan D
Date: 01/09/2024
1 starMegan D
Date: 01/09/2024
I am so thankful that I ended up getting out of this deal. If you go to a reputable dealer who is familiar with Catalina, they will tell you that they once loved selling this product but when this company bought them, it has gone downhill. The dealer we bought from will no longer sell or back their product. They have no integrity and only lie. My experience was a nightmare from working with the bait and switch salesman to getting responses and help from the warehouse. Worst communication I have ever experienced from a company. IFYKYK! After reading all of the one star reviews over and over again, I am so thankful they forced me to cancel due to me asking for updates when they missed deadlines (For over a year) . IF you have the opportunity to get out of your contract RUN! The only thing that went right was getting the opportunity to purchase elsewhere from a company who genuinely cares!LPI, Inc.
Date: 01/10/2024
We would have hoped in the last 18 months (since our last interaction) you would be enjoying your purchase from a different company. You were refunded your deposit while waiting for delivery, refused to accept your unit that was made available to you, cancelled the order, and then tried to pursue our company for profit after modifying your property to house a unit you specifically ordered. We wish you well.Review fromLisa S
Date: 12/12/2023
1 starLisa S
Date: 12/12/2023
Don't do it. We purchased a hot tub and have had nothing but problems and they don't stand behind it. Ordered a Catalina spa, which is part of Aqua Living, which is LPI. Our screen had to be replaced, our tub was leaking, and latest is our cover has a gap in it. Called LPI for the cover 6 weeks ago and they have drug it out asking for more and more pictures instead of asking for all of them at once. Even closed our first claim at one point and said I had to create a new one. Each of there requests comes back to me at least 3 days if not a week or more apart. Now, they've come back and said that we are out of our warranty labor claim. Absolute nightmare.LPI, Inc.
Date: 12/15/2023
A representative will be reaching out to further assist in this matter and assign a technician for the cover adjustment.Review fromWes S.
Date: 11/14/2023
1 starWes S.
Date: 11/14/2023
Purchased a NS-7 Spa second hand. The pump on the tub failed less than two years after the original date of purchase. Warranty was deemed void as a second owner. Upon inspection it was determined that the pump installed initially was not what was promoted in product description and is what led to the failure. Manufacturer was not willing to do anything to address. Was left paying over a thousand dollars to have the tub serviced for an issue that should have never occurred.LPI, Inc.
Date: 11/17/2023
The warranty verbiage and exclusions stand; as written the warranty would not be valid to anyone but the original owner. We are curious as to how your inspector/technician would be accessing a snapshot copy of the website or other promotional material from whenever the purchase date was, schematics for the units, the production ticket, deviation lists from this period, modifications made by the original owner, previous service history, or any information to make an educated assessment of manufacturing processes. - Modifications to the manual and specific units are at the manufacturer's discretion. We would of course be willing to extend our expertise in navigating 'out of warranty' part purchases.Wes S.
Date: 11/17/2023
My comment and feedback still stands.
A tub was purchased, just over two years later the pump failed. The authorized technician attributed the failure to the pump that was installed in the tub (that was different than what was included in the product specification sheet included at time of sale).
Your questions around technician assessment should be targeted at your dealerships and not at the consumer. Especially one that has had experienced these issues after a significant purchase.Wes S.
Date: 11/17/2023
Taking the opportunity to update my review after working with LPI on a solution to address the failure in the pump. I am satisfied with the support that was offered and appreciate the extra steps taken to resolve the matter.Review fromCurtis R
Date: 10/24/2023
1 starCurtis R
Date: 10/24/2023
Completely disgusted with my hot tub. We purchased a brand new, top of the line Catalina (LPI) at a San Marcos sale and have had a lot of trouble with it. (the paneling on one side that houses the equipment fell apart when the electrician was out to hook it up. It was terribly designed with glue holding the little wood sticks and blocks of wood to fill gaps onto plastic panels. The nuts were not tightened on one corner of the plastic tough cover so one day (only a month old or so) they flew and the tension on the spring/strut bent the support making it a service call to fix. The rubber gaskets on the top came off in the heat and had to be glued back on. After over 4 weeks of waiting for them to fix it they sent someone out who fixed the top and glued the gaskets. Then right after that, after about 2 months of ownership the hot tub started tripping the breakers after 20-30 minutes. They asked me to troubleshoot and disconnect all the different pieces of equipment to see what was tripping the breaker. After spending an hour or so, it appeared that nothing in particular was tripping the breaker so they ordered a new spa pack (main board). This came in 2 weeks ago.... and its still sitting in my kitchen as I have not heard a peep on when they plan on putting it in. Then about 2 weeks ago, I was trying to turn on the hot tub to cycle the water and add chlorine but now it gives me an error about a sensor B. So now there's that. The quality is not great. The service is even worse. Thoroughly disgusted that I spent so much $$ on a hot tub and it's been out of service more than it's been in service. And there is no end in sight. I am hoping they fix it or give me my $ back. Otherwise... more $$ to an attorney. :(LPI, Inc.
Date: 10/25/2023
We apologize for the frustration and are working to resolve the matter. Updates about your work order were sent to your email this morning.Review fromAmy S
Date: 10/24/2023
1 starDishonest - stay away from this company and spend your money on a hot tub from a reputable company. The UV component failed in my spa so I was told to have a service co evaluate the issue. I was told that I would be responsible for the labor but the part would be covered 100%. Had someone come out, told them what issue is, now they won't cover it and are actually refusing honor the warranty. The parts manager sent me an email - only content of this email was a link to an online parts website! Unbelievable. I should've spent my money locally. Please stay away from Aqua Living Spas and LPI Inc.Review fromJ. C.
Date: 10/19/2023
1 starJ. C.
Date: 10/19/2023
Would give zero stars. Bought a $40000 swimspa on May 31st 2022. Company asked for 10% down I gave 15k. Told 6-8 months to get spa. Started calling Feb as no response. Took 30 days to return email or phone call. Order not even placed because they changed policy to 100% upfront to get in production. Never called me to ask to tell me about thier change. Break of contract! Paid the rest in March 2023. Come July delivery is screwed up and they break the spa at the warehouse and say nothing to me for 10days. Get email from warranty department about fixing spa I don't have. They never intended to tell me they dropped from 10ft. Called them out on it after another 10 days and got a corporate shill manager. Told them I'm not accepting dropped unit i want a new 1. Wait 60 more days while they make it and 2 weeks to ship. Was told I would get a rebate and they offered me a 3% discount. I had asked for $1500 just a 4% for a return but was told no. Unit is flimsy side panels are barely stapled together. Currently waiting over 30 days for return of emails about refund I never got. Nothing but lies and ignoring come from this company.LPI, Inc.
Date: 10/25/2023
Your discount was processed following confirmation of your acceptance. We hope you enjoy your swim spa!J. C.
Date: 10/25/2023
Ya 500 bucks for all that issues. After 30 days of ignoring emails and phone messages. Worst company ever to do business with.
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