Reviews

This profile includes reviews 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

  
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  Tuff Spas

  121 S 39th Ave Phoenix, AZ 85009-8031

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  Tuff Spas

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

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  LPI, Inc.

  520B E Hebron St Charlotte, NC 28273-5989

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  Tuff Spas

  7612 N 74th Ave Glendale, AZ 85303-1603

Review Details

• Review fromDawn C

  Date: 12/02/2022

  1 star
  I loved the G2 model hot tub I bought from them for about one year. It took 8 months to get the extra filters that I purchased at original purchase date. Then a seal broke and I called and they just wanted to tell me that I was out of warranty. A gentleman did finally walk me through a possible fix. I called again because even though I have the hot tub set to run twice a day at 2 hours each time on the economy setting, it runs randomly. I asked if there was something that could be checked, like a sensor. They just kept questioning me about my settings, said I was out of warranty and they couldn't help me. I told them I knew I was out of warranty, wasn't wanting anything free but needed to know who to call. They suggested I take the panel off of the hottub and check the connections- like I am a hot tub mechanic. They agreed to send me a list of technicians in tennessee that might come look at it. I'm sorry but when I pay $6000 for something I expect it to work for more than 2 years. I use the hot tub once a week. I know how to do the chemicals and how important that is having been a pool owner for 20 years. Everytime I talk to this company I want to throw the hot tub out in the street. I really don't think it is that bad of a product, I just think they have really really really bad customer service. and judging from their comments to other reviews they will probably come back saying what they did for me, in a defensive posture and how they told me to check the settings 10 times in 10 minutes....

• Review fromTim W

  Date: 11/23/2022

  1 star

  Tim W

  Date: 11/23/2022

  NEVER Buy from this company. How many reviews will it take till this company is exposed for its horrible product and customer service? Here goes 1 more.
  
  Bought a G6 spa. Pump 1 not working Day 1 and tech couldnt figure it out. 10 months later speakers leaked, dripped on electrical panel and poof, goes up in smoke. They blame breaker which is a GFCI installed by a licensed electrician. GFCI popped but damage was still done.
  
  Called warranty. NO ONE addresses, no one returns calls or emails, and upon threat says I have to buy new parts despite spa only being 10 months old a clearly under their written warranty.
  
  Parties who did nothing. Mrs **********, Ms Nichols, Ms Venable, and even contacted ***** ****** CEO of LPI INC.
  
  No help, no fix, no one cares.
  
  I will be posting a YouTube video on the actual spa, how its failed, and creating an SEO campaign anti keyword this product till it takes losses and addresses their horrible busin ess practices.
  

  LPI, Inc.

  Date: 12/01/2022

  The customer claims that pump 1 was not working on day one and that the 'tech' could not figure it out. The warranty request submitted by the customer reads verbatim: "Just received our Dr Wellness G6 model last week. Pump one appears to have very little power. I have hit the button to put to high speed but it does not seem to go to high speed. Seems very weak. I spoke to my salesman C*** via Facetime and he couldn't figure it out. Can you please send a technician out to troubleshoot the issue and maybe replace the pump?"
  
  The service department sent a replacement pump and scheduled a technician to perform this repair. We have a customer endorsed completion of service form from this encounter.
  
  In regards to the speakers "leaking" - Speakers in the hot tub are not meant to be submerged, they are water resistant, but when filled with water can leak into the cabinet. It is important that the hot tub is not overfilled and water displacement is taken into consideration.
  
  The first step in our warranty process when receiving any type of electrical warranty claim is to ask the customer for pictures of their electrical wiring. Upon reviewing your pictures, it was determined that the GFCI box was wired incorrectly. You were provided with a link to your owner's manual at the time the order was placed, it is available online for your review at any time, and we provide a hard copy with the hot tub when it is delivered.
  
  In email correspondence you had asked which page and in detail where it states the 50 amp breaker has to be on a dedicated service from the main power supply. On page 8 of the owner's manual, under the title of "WIRING REQUIREMENTS FOR 240V SPAS", 3rd bullet point down, "The spa must have a dedicated 240v service from the main power supply."
  
  We are happy to help in any way we can within our warranty guidelines. This remains unchanged. However, damage resulting from incorrect wiring would be the responsibility of the customer. The warranty is in place to protect the consumer from any manufacturer defect.

  Tim W

  Date: 12/01/2022

  Nothing of what LPI just said is correct.
  
  1. Tech never replaced pump. He said it wasnt pump. YOU all said it was PUMP. I explained problem in laymen's terms. My signature post tech was that he was unable to repair as it was NOT a pump problem but design. Even tech said so. Pump 1 wont work as it sucks in air and cavitates due to design of filter being too high and close to surface sucking air especially with aerator on. No tech can fix that. My signature didnt constitute a fix. Just that he came out. LIE # 1
  
  2. OVERFILLED? Hilarious. Ive explained this to at least 6 different LPI warranty people and their manger Theodore Helgert who claims he would fix the issue, which now looks like hes following path of rest of his lieing team, that speakers must be underwater or filter sucks air directly into. A child could hold a stick at level of speaker and see its at level of filter intake and would suck air. COULD NEVER KEEP SPEAKER ABOVE WATER LEVEL AND SPA WORK, EVER. Lie #2 LPI
  
  3. GFCI. The GFCI was installed by a licensed electrician, wired properly, confirmed by a second electrician after this whole thing and no one in history connects a GFCI "separately " of main. Thats what boards are for. Explain why LPI Water heaters, Ovens, and all other 220V on on same board. MORE IMPORTANT. The GFCI did trip , it was the leaky speaker dripping onto electrical board that was cause, not failure of GFCI. GFCI tripped like it should. Still fried board. Lie # 3
  
  Everyone reading this go to you tube channel : Timmy_Bahamas as I will be posting the video for all to see on how unscrupulous this company is, their lies, and you can see for yourself what a piece of junk it is.
  
  Further: If your reading these BBB reviews their all bad. Go to google and look at the 200 negative reviews. Not a good one in the bunch. All say same thing on warranty, staff, and product garbage.
  
  NEVER BUY THIS PRODUCT. You have been warned.
  
  LPI Ive got more coming. SEO campaign on your top 10 products to come. I'll cause at least $100 K in lost revenue.
  
  BTW The CEO is ***** ******, Blow him up at DHATLEY @LPIinc.com. Phone: (XXX) XXX-XXXX He did nothing either

• Review fromMichelle S

  Date: 11/18/2022

  1 star
  I purchased a Tuff Spa from an expo 10/16/2022. They were low pressure, up front and appeared to have a great product. This was a hook, line and sinker once they had my money. I requested the stacked stone panels that were advertised on the website, only to find out these panels are discontinued (but the website hadn't been updated). No big deal.
  
  On 10/31/2022, we reached out via their the website to get specifics on the 220V wiring with no response. On 11/7/2022 we contacted them via phone for the information and to get an update on the status of the spa, at which time we were informed the system was down and the associate would call back in about an hour. We never received a call so we called again on 11/8/22 and left additional messages. Our call was finally returned the afternoon of 11/8/2022 and we were told the spa was ready but we would have to go through a particular employee to pay and set-up delivery - her contact information was provided. We immediately called and left a message. 11/14/2022 and no return call from apparently the only employee we can make a payment to. Received a call back on 11/16/22 and was provided a link to submit for financing which had instant approval. We emailed her back and called within an hour and no response. I have tried every # I can find for this company as no one will return our calls and take our payment. I noticed if I call from a different # than my primary it goes through but if I call from my primary # I am instantly sent to VM. Once again, 11/18/2022, rep told me they would call back within an hour and it is now the end of the business day and no call. I am really concerned at the level of customer service. If it's this bad trying to pay what will happen if there is a defect. This is the first step in escalating this concern if there isn't timely resolution, but I want all other consumers to know what it's been like for us before you invest $10K with this company. Not a pleasant experience so far.

• Review fromGinny L.

  Date: 11/15/2022

  1 star
  We bought our spa January 2019. We were given a three year warranty. Our pump went out and we have been reaching out to tuff Spa for two months now. We get an email back from the people they told us to contact, who bought them out, and they said we will get back to you in two days. That never happens. We finally called a phone number we got for that company and they will not honor the warranty of three years. They say when they bought them out they did not buy the warranties. Do not buy from this company

• Review fromCollin A

  Date: 10/23/2022

  3 stars
  This review is a little different as I want to try to explain what you might be walking into with this company but plan to stay neutral so you can form your own opinion on it! I will explain my ups and downs with this company. First you see the ad on tv, visit there store, fall in love with what your hot tub salesmen shows you, then you get it a little bit later then promised but that's to be expected because of COVID. Keep in mind that even though our contract did mention that we had a perfect amount of space it wasn't! Thankfully it wasn't that big of a deal but it is something to note, And the speaker add on was purchased as my family and I enjoyed the sound of the speakers in the showroom but what we got on our hot tub didn't work (Once they fix it I will fix my rating). This simple thing does mean they have Quality Control issues that need to be addressed as many other reviewers have pointed out. Now I will get to the positives as the company is not all negative and I think a lot of reviewers might be leaving out the positives here. Its a great hot tub with many features that are not present in other hot tubs but at a good, respectable value like being able to control each jet accordingly and our hot tub cover is extremely unique in the sense of being able to open it and use it as a towel rack or whatever. I am impressed with the provided tablet as its extremely bright if the sun is out while being very easy to see at night. (The hot tub we purchased was the Nantucket). Overall the company itself needs work but the tub it self holds up and is very premium I totally would recommend it if they didn't have Quality Control issues. Thank you for reading my review (I do not wish for the company (LPI) to reply saying can we fix this? As my family will contact you at a later date when I am ready for that to happen. I hope this review helps! And As I said before once I contact the company I will change my rating to 4 stars if possible after the job has been done cheers!

• Review fromLana G

  Date: 10/19/2022

  1 star
  Bought a hot tub last October got it in February have had nothing but problems with it from day one. I have called the company everyday it has been 8 months and still have a broken spa and you cant get help they say they will call you back but no one does horrible company and product dont know how this place is still in business

• Review fromPam W

  Date: 10/18/2022

  1 star
  Ordered new hot tub from them June 24, 2022 and it was delivered July 31, 2022. Sept 1st noticed a pretty significant amount of water outside the hot tub. Put a warranty ticket in with them the next day. Tech didn't come out until Sept 26th. I contacted him because i never heard what he found and he said it was the filter housing. I contacted LPI on Oct 4 only to find out the tech had never completed the ticket to get the part ordered. They put the order in that day and said it would be a rush order since I had been waiting so long. Contacted them again on Oct 17th and learned it still has not shipped. I just want this hot tub fixed before the ground ices up and somebody falls. I financed with them and they have no problem taking their payments out but won't honor the warranty and fix it. I am adding water daily just to keep it running. Would not recommend this company to anyone looking to purchase a hot tub. Calling customer service is a joke too. At least an hour wait and I just get the run around from them.

• Review fromJanice G

  Date: 10/17/2022

  1 star

  Janice G

  Date: 10/17/2022

  We purchased a hot tub from a LPI at a hot tub "extravaganza" they had at Tanger Outlets Myrtle Beach in 2021. They failed to send certain items with the hot tub in the beginning which took months to obtain. Then we've had issues from the 1st month on with different things not working. This product has been a nightmare and dealing with customer service has been a joke. We will never purchase another item from them and we will never recommend them to anyone!!! Reading comments left by others there seems to be a common issue with this company that they sell horrible products and do not maintain them!!! If I could give a negative star rating I would!
  

  LPI, Inc.

  Date: 11/04/2022

  The assigned technician has submitted paperwork that these issues have been resolved 10/13/22. Additional assistance about topside modes has been provided.

• Review fromTerrell H

  Date: 10/05/2022

  1 star

  Terrell H

  Date: 10/05/2022

  American company RIPS OFF Americans
  
  I purchased a Hudson Bay HB19 spa from Aqua Living in Houston, TX on April 12, 2022
  
  Here we are less than 6 months from purchase and my spa is broken. Low Flow issue. I have called and emailed LPI since September 10, 2022 and still to this day October 5, 2022 no response. No technicians have reached out to me to come to my home to diagnose issue.
  I paid over $4000.00 dollars for an American made product to break less than 6 months. We wonder why American manufacturing is horrible. PERFECT EXAMPLE OF ****** AMERICAN MADE PRODUCTS. I will be reaching out to my attorney to file suit.
  
  
  
  I have emailed Misty H and Amy with no reply
  

  LPI, Inc.

  Date: 10/11/2022

  Customer service has reached out to speak with the customer concerning issues. The labor warranty for this product is 90 days. The customer is still under parts warranty and has been provided with a technician list for the area. We will gladly assist with ordering parts.

• Review fromKimberly H

  Date: 10/04/2022

  1 star

  Kimberly H

  Date: 10/04/2022

  HORRIBLE COMPANY!
  
  Purchased a new spa from Aqua Living Factory Outlets in Pensacola, Fla.
  
  The spa was a Dr Wellness G-2 was told in stock and delivery would occur in 30 days.
  
  Paid in Full with credit card on May 11, 2022. It is now October 4th, 2022.
  
  No tub!
  
  Called numerous times to sales company in Pensacola, Fl stated they didn't realize how far we were for delivery ? Number one this was the Sales Vendor given from the company when asking for nearest dealer, They number two knew before we ordered tub, because we informed them and asked if they would deliver and they said yes. Numerous attempts afterwords with no success. The salesperson said when I asked for an immediate refund for their inability to provide what was promised, they stated they would have to contact the company to start refund process. That said no-one can reach this company directly by telephone always a 40 minute wait online, then if you do get thru you get hung up on or disconnected.
  
  Upon doing more research on this Business it was found to have different names #1 Rec Direct, Inc. on order receipt with address of 506 Twin Oaks Drive
  Johnson City, TN XXXXX but when you call the phone number trying to reach someone to speak too the message says thanks for contacting LPI, Inc. with the same address of 506 Twin Oaks Drive
  Johnson City, TN XXXXX.
  
  It's like a criminal with numerous Aliases.
  
  We spent close to $6000.00 to purchased this tub for our new home build; which in turn we spent extra money to plumb house and run 220 electricity to the spa location, plus interest paid on credit card, not to mention lost hours of times with this entire purchase. We have contacted credit card to dispute charges on the above.
  
  We make it clear that we in NO WAY want any part of the this tub being delivered at this point and a FULL REFUND for purchase price and be given immediately.
  

  LPI, Inc.

  Date: 10/14/2022

  We apologize whole heartedly for the frustration you have experienced in waiting to coordinate delivery. Your order has been cancelled and a refund request submitted. LPI, Inc. is the parent company for Aqua Living Factory Outlets among others. 506 Twin Oaks is home to both the corporate office and one of the manufacturing locations.