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 fromJanet B
Date: 04/17/2023
1 starOnce you buy, they ignore you. All I get is broken promises. First, they told me 3-4 weeks for delivery - it took 7. Day 1 I had issues with starting the jets- I complained for months. They finally sent out a new part - I've had it for 6 months - they haven't given a work order to a technician to put it in. Two months ago I again complained and they sent a different part - still waiting for a technician to put that one in. All I get is a run around and more aggravation. The local store gave me the name of their technician but he told me he was blocking my texts - he can't be bothered. I wish I had gone someplace else to buy my spa - I should have read the reviews before buying. This is the LAST place I would ever recommend.Review fromTheodore P
Date: 03/02/2023
1 starTheodore P
Date: 03/02/2023
Bait and switch false and illegal advertising. I ordered a spa cover on line with free shipping stated all over the website and order. They then contacted me, after I place the order, and wanted $90 more to ship it to me.
Fraudulent practices
LPI, Inc.
Date: 03/10/2023
We contacted you about the extra cost in this circumstance and then promptly assisted in cancelling and refunding your order.Review fromBrittany S.
Date: 02/03/2023
1 starIf I could give zero stars I would. I have had my hot tub for 3 years and it has been nonfunctional for about 1.5 years. I need a part for the hot tub to be functional and have been waiting for months for it to be in stock (lpi told me it was just backordered) . After radio silence from the company I finally talked to Larry (the only one who could help and also the one with radio silence) who informed me the part I need is obsolete and they cannot order it. He Told me I should just find the part on another website. I have already had a hot tub specialist out to my house already and he cannot find the 7inch jet we need either. So I paid thousands of dollars for 1.5 years of a hot tub that will now have to go to the dump. Thanks LPI. If I would have read these BBB complaints I would have never bought from y’all.Review fromGloria C
Date: 02/01/2023
1 starI bought my hot tub in June of 2022; they told me it would be in by July 9th the 9th came and we had no communication stating the delivery date was going to be late. After months of waiting, yes months we finally got it delivered. Well, before they delivered it, they told me 2 panels were damaged, and when they delivered there was more damage to it as it was only 2 gentlemen delivering it, and the company knew we had a few steps going down to the area they would install it. They also delivered it with the wrong cover, we wanted the soft cover with the lift, and they delivered it with the hard cover. It took another 6 weeks to get the replacement parts and those were damaged as well. We finally got the parts in, and they told us they'd install the soft cover and lift, I have it an email from the support manager and days later she emailed back saying they wouldn't do it because it wasn't a warranty issue, yet it was their mistake in the first place. When calling them back the person on the phone is rude and made me wait about 10 minutes. Now they won't return my calls or emails. I was hoping they would make things right so that I didn't have to give them this review. It's very frustrating as we paid cash for this item, I've been patiently waiting for them to fix this issue as it has been almost 7 months of date of purchase. I have emails from LPI and text from the vendor.Review fromHugh M
Date: 01/20/2023
1 starAfter seeing their 1 star review rating I have to say that is too high. I'm still in my first year of owning this joke of a hot tub. I'm now waiting for my fourth control panel to be sent to me. The customer representatives have been nothing but roadblocks and excuses. The latest is that their computer system is down and they can't tell me if the parts have been ordered or not. I come to find out this control panel is a known defective component but they continue to ship out the same control panel. There is no way this company will remain in business with these types of complaints.
I've had two hot tubs prior to this one and didn't experience any problems other than the cover needing to be replaced. Stay away from Catalina Spas!!Review fromRichard N
Date: 01/04/2023
1 starRichard N
Date: 01/04/2023
Was the hot tub purchase from **** went to a sale at Saco maine store hot tub was there they asked if could deliver it in a couple weeks I put a deposit down they said they would collect the balance when they deliver it they called the day of delivery and said it got damaged by a lawnmower big hole in the side so I asked if they could order a new one they said yes it would be 3 weeks ok. 3 weeks go by I call any news no they will check and call back next week I call no answer call for a week still no answer so I called the factory they had no order tried store agian no answer called another store in so new Hampshire they tell me that modle is discontinued. I call the factory and they gave me regional representative I ask to trade up to a current model yup another $1000. Ok going to be 3 weeks .3 weeks go by call to check hasn't been built yet will call when it is another 2 weeks he calls its been built but won't ship till I pay balance they wouldn't even ship it to the store ok I I ask the balance he gives it to me I think to my self that seems high but ok I drive to the store new guy very friendly takes cash gives me the receipt when i got home they hadn't taken off the deposit i put down call the store he can't help me call the rep spend 20 minutes expaining what happened finally he saw there mistake another 2 weeks they call its in I go get it something told me to check it it was damaged the person there took pictures and I took pictures they said they would call the manufacturer and I called the dealer dealer sayyou have to email warranty department I do that and they say ok they will take care of it 4 months later have not heard a thing the dealer wanted a review wow why would anyone want a bad review maybe the owner of the company LPI will read this and take care of it 3 of my friends have bought new hot tubs not from aqua living poor communications and follow thew buy the way it took a month to get refunded the over paymentLPI, Inc.
Date: 01/06/2023
We apologize for the frustration you have experienced. The issue with the panels is correctly outlined as a warranty issue. A request to expedite your components has been made.Review fromMichael J
Date: 01/02/2023
1 starMy issue is exactly like ************** below.Exactly!They don't honor the warranty. Buy from one of the many other spa dealers.Review fromJohn W
Date: 12/28/2022
1 starJohn W
Date: 12/28/2022
Terrible quality control and customer service. Probably due to illegal aliens working there with no leadership.LPI, Inc.
Date: 12/31/2022
We are not seeing an order or warranty request under your name. Is there any information that might be available, so that we might better assist?Review fromRichard J
Date: 12/17/2022
1 starWe ordered a PP41 on 10/14/22 and weve called and called for updates leaving begging for someone to call ** but nothing!! Now its been 8 weeks and still, nobody will call us after leaving message after messages. We are contemplating canceling our order!Review fromNicole M.
Date: 12/12/2022
1 starNicole M.
Date: 12/12/2022
Ordered a Catalina spa in Oct 2021 at their Aqua Living Store. It came in December of 2021. When it arrived we noticed that one of the sides was pushed out and was told it would be fixed. Once we filled the tub we noticed that the Tuff cover does not sit correctly on the tub and it leaks out hot air and makes it so we have ice build up. It was so bad that it froze up the cover and caused the tub to blow the motor twice. The repair man who has bent over backwards is at loss for trying to fix the cover as he gets no support from the company. The company constantly is blaming him. They said that we canceled using him and did not (mind you he is the only person who has tried to help us). We have had to replace two motors, a 60amp circuit breaker that it blew due to the motor constantly running because of the cover issue. Now we were told it was fixed, however we are having the same exact issue as last year and this have a 5 year warranty on the tub and a lifetime warranty on the cover and neither is being honored. My electric last year jumped up $400 each month due to the issue of the cover not sitting right so the tub can not heat correctly. We have to have the tub filled by a pool company as we are on a well and can not do it from our well. This has incurred a significant cost as well as we should not have to be adding water every week. We currently have been carrying out bucks to fill the tub.
Every interaction with this company is terrible. Everyone we spoke with or emailed with was unfriendly and unwilling to take one step more to offer solutions or provide assistance. We were in contact with ******* ********** who begged us to not got to the BBB, however since we decided to work with her she has since blown us off.
Now that winter is back we are seeing all the signs of last year. I was told last year by a supervisor that the tub is my issue not theirs. What about my warranty and my growing costs? I am ready to drive this back to them. AWFULLPI, Inc.
Date: 12/22/2022
A different technician has been assigned to your open claim and has made an appointment to adjust the cover.
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