ComplaintsforLitehouse Pools & Spas

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  purchased an above ground 27ft pool, had it installed in April. The leapfrog has never worked. There’s never any chemicals in the pool, the pump died about a month later, the heater they sold us doesn’t heat those pool at all.to top it all off, after not using the pool for a month and getting ready to shut it down we discovered a significant amount of water loss, we were able to locate the hole which was about 1 inch when I called the store. The gentleman was somewhat nice, but basically told me to email him a picture and he was gonna contact their service dept. While water was gushing out of my pool. I contacted the service dept on my own& spoke to a lady named Amy, who was beyond rude & did not care about our issue at all, the moment I mentioned liner she dismissed me & said that’s not covered. They only cover liners if they rip at the seam right after install. She did not even ask me where to rip was, I calling her back2x. I tried calling the store back as well. We spent over $20,000 between the pool installing it & fixing The yard after they installed it & made a giant mess. Fast-forward a couple hours later Hole went from being 1 inch to a good 6 to 8 inches& water gushing out, my husband was able to Patch it, & you can clearly see it started from the seam and ripped down. This is a brand new pool installed by their guys Who I have pictures of standing in my brand new pool while installing Smoking. After they installed it I went to The store and brought that to their attention and they did not care. I told them that the ground was uneven, and I could feel the bumps and was told to take a rubber mallet to it. No thank you. I was told this liner was durable and look at us now. Flooding the neighborhood and they don’t care. Customer service is non existent at the store level and crop level. We are going to pay another 3k between a new liner install and water and they don’t care. This pool has not been used a handful of times and has not been used in a month.

  

  Business response

  09/17/2024

  This customer contacted our store indicating the pool was leaking.  When we received the pictures, it was obvious that the tear in the liner was caused by some external source as the hole is not a seam separation, but a large tear in the liner.  Our staff indicates that the customer was told it could be patched and we could do that for a fee or they could purchase a liner repair kit and do it themselves. It seems the customer purchased a repair kit and repaired it themselves. We cannot speak to what may have created a large tear in the liner.  A covered seam separation would be clearly visible in a straight line down the seam of the liner where the seam would be separated into 2 pieces. 

  Customer response

  10/02/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello! I responded to the last email the day I got it. 
  I do not agree with the businesses response as their claims are not valid. They would not know if it was or was not a separation at the scene because their service department did not even care to speak to me when I spoke to the service department the guy basically told me why did they give you my phone number? Why are you calling me yet I was told by the store he’s in charge for this. . 

  

  Business response

  10/02/2024

  We can accept that the consumer does not agree with our assessment, but it does not change the fact that the pictures obviously indicate this is not a seam separation.  A seam separation would have created a much larger hole and the flaps of the open seams would be clearly visible.  The liner warranty is a warranty from the manufacturer of the liner, not from Litehouse.  We can help to facilitate warranty claims, but the pictures clearly indicate this is not a seam separation.  If the consumer would prefer to contact the manufacturer to attempt to have the liner covered, we can assist by providing the manufacturer's information.  The warranty is not a Litehouse warranty regardless.

  Customer response

  10/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Good morning! Yes I would like to have the manufacturers contact info. As seen in the pictures the hole went from being under two inches to a little under 12 on a matter of no time. Thanks! 
  

  
  

  
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 05/03/2024 i took delivery of a Hot Tub, At the time they didn't bring all of the items that I purchased, They also set up the Hot Tub, Installed the cover lift. I had to return to the store, pick up my steps, and chemicals. Also the delivery crew picked my tub up from the store as i purchased a floor model after it was filled with water i noticed that the cover lift was broken, i returned to the store the next day to notify them of my issue. I was told i needed to call for service. I called service on 05/06, I was informed that i couldn't get a 3 pm service call, due to the location of their service dept. I have spoken to "Amy" several times about this issue and all that I've gotten is an attitude. I also call 08/06 about a broken jet, i was then told it wasn't covered under warranty because i was more than likely broken by someone and not faulty. I have spoke to several people store level wise and the only one that has been helpful was *******, She tried to get my issues resolved by using the installer, but he was to busy. All i want is for my equipment to work as it should, So i feel as if i got my money worth.

  

  Business response

  08/21/2024

  We have tried to accommodate this customer and have provided a new step and a new cover lift.  We have tried to arrange to service the hot tub at the home and our service department was told we need to come after 5pm as they have dogs in the yard all day.  We cannot do this.  We service this area between 8 am and noon usually and the customer must be able to provide us with safe clear access to the site to perform any service needed. The customer may contact our service department at ************** whenever he can provide us safe access to the hot tub. 

  Customer response

  08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ***** ******* *****
  
  
  
  
   

  Customer response

  08/21/2024

  The respondent is somewhat correct, I do have dogs, they are in there house when we aren’t home. The issue is I have a privacy fence, and there isn’t any access from anywhere but the house or garage. I have told the dispatcher several times that I need an exact time, and it would be best for me the closer to 3pm. As far as the steps, I purchased them, I had to go to the store and get them. They brought the cover lift to replace the broken one and it still needs installed. I have never experienced a disappointment with a purchase like I have this one. 

  Customer response

  08/22/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has stated that if the business can give him an appointment date, he will make sure to have someone in the home between 8am-12pm on that day. The consumer hopes the business will stick to the timeframe they've mentioned. 

  

  Business response

  08/22/2024

  We will have our customer service staff contact the customer to try to arrange for a service call.  Our customer service number is 1-800-LITE-SPA so that the customer can contact them if needed.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased our Blackrock 18x52 pool from Litehouse Pools store number 31 on Graham Road in Stow, OH on 6/3/2024. The pool was installed 7/2/2024. From the start, it has been an absolute nightmare. Icon Excavating came out and absolutely destroyed my yard. They put the pool over the down spout if that gives you an idea of what I mean by nightmare. The pump is defective and they have agreed to replace that after multiple phone calls and emails. The heater however has never worked. It will not even turn on. We have had multiple contractors and electricians come out. It is not a power issue. The system is clearly defective. Litehouse in a short and simple way basically said it isn’t our problem and instructed us to contact the manufacturer to the pool heater in which I did. When calling I was informed that White Knight does not have a direct / customer service line and was asked to provide my name and number and I would be given a call back when they were able. Still no call. Still no heater. Still no working pump. Litehouse employees, have basically said sorry, not our problem. No human decency. No conversation of how to make things right. Truly nothing other than “not our problem”. Horrible company. Horrible customer service and honestly horrible human decency to not even care my young daughter has been and still is sitting in tears looking at her first pool me and my partner have saved so long for and is unable to swim. I truly hope this never happens to anyone else. As a business owner myself, I could never imagine treating anyone, let alone a customer this way. Thank you for your time.

  

  Business response

  07/23/2024

  After looking into this situation, it seems we have dropped the ball on the communication and for that we apologize.  The pump was replaced and the heater was discovered to be defective from the manufacturer.  A replacement heater was ordered the same day, but is not due to arrive to us until this week and this was apparently no communicated to the customer properly.  As soon as the heater arrives, we will have a service person out to replace this at no cost.  It is now our understanding all of this has been communicated directly to the customer, to our service department and to the local store where the pool was purchased.  Hopefully nobody has been left out of the communications at this point and this should be resolved this week.  Our apologies to the consumer for any lack of communication on our part.

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unfortunately, there was zero communication from litehouse. They told us this was simply not there problem, they called my husband today for the first time on 07/23/24 saying they ordered a new White Knight. Which shows me they had no communication also with white knight as they sent someone out and resolved one of the many issues this morning, litehouse called multiple hours later about replacing it. Also, was informed by the technician that this isn’t the correct heater for our size pool, our pool requires a 50,000 btu and white knight is 40,000 btu which I’m assuming will increase our electricity bill and will not have the product last. In retrospect it’s costing us more and more money, we will never go to litehouse pools again. And I will make sure to let everyone know every issue we had, they didn’t care to try to help us until they received a complaint from bbb. Dropping the ball is an understatement, you just didn’t care. 

  
  Regards,
  
  ***** *******
  
  
  
  
   

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a very disappointed 1st time customer of Litehouse Pools & Spas. - purchased an above ground pool in March 2024 Install date: 6/6 (Thursday). Husband takes off of work/uses vacation day. could not finish due to wind 6/8 Install begins to happen, Installers discover missing structural pieces a) pool liner installed, key structural pieces missing. cannot complete pool installation. No one able to locate structural pieces as it was a "weekend" and no one is available. was told by installers they cannot finish but pool is required to have 3 inches of water at bottom. Water company will not fill pool to required water level as they do not want to be held liable for any issues. Installers informed us that we are required to hose the liner for 15 mins every hour to prevent the liner from stretching due to heat. Refused to un-install liner. Note: we have a well, it is summer, my well would have run dry. Cannot back fill pool. Water company took upon themselves and reach directly out to Litehouse who approves that water can be put into pool and JCE nor myself would be held accountable to any damages or issues that may occur. Small amount of water put into pool. Still cannot back fill Monday, (6/10) now the new install date to complete, no activity. Husband takes off of work/uses vacation day AGAIN. Parts that are needed are incorrect. Installation postponed again. Tuesday, (6/11). Correct pool parts are sent to my home Wednesday (6/12), pool is filled. Discover electrical connection for the pump is unique. Emergency to figure out how to solve. - Thursday (6/13), 1st attempt to turn pump on. Husband turns it on at 5:30pm, returns home at 7pm. Back yard is flooded. drain plug around pump cracked and blew off. - Friday (6/14) after numerous calls to Litehouse and expressing our urgency, the pump is fixed. Saturday (6/15), we have to pay for another load of water to refill the pool to correct level.

  

  Business response

  06/24/2024

  It's unfortunate that there were parts missing from the pool manufacturer.  This is a rare occurrence and apparently there was a miscommunication on the missing parts.  Once this was resolved, the correct parts were installed, but we do apologize for that delay. As for the broken filter drain, the cause and timing seem unclear, but it certainly compounded the issues further delaying the ability to use the pool. We will share this communication with the store and installer to be sure that they are aware of all of the events.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 06/003/2024 My boyfriend **** and I went to the location in ******** ** **** ***** ****. Our Sales person proceeded to show us a variety of hot tubs. We wanted a high end model and were shown a few with all of the features we felt were important to us. When asked about a discount they said that they could remove the stairs to lower our price. We stated that we did not want to loose any features so we decided to go to another dealer who was lower in price to look at his products again. The manager came out and got involved and **** came to an agreement on price with him. I went to the counter and paid for the items in full and it was delivered on 06/10/2024. The tub was correct but the hydraulic cover mechanism was missing as were the stairs. **** then contacted the store and was told that when the discount was given that the other items were removed from our order to allow them to reach our proposed offer. Never did **** change the agreement with the salesperson or the manager of the store. I signed all of the paperwork at the desk while **** and the manager talked. They changed the order on us on the delivery agreement and did not discount the hot tub as requested but in fact took items off of our product list to adjust the price. I request that the stairs and hydraulic cover assist be delivered to us immediately or a full refund issued.

  

  Business response

  06/25/2024

  We have contacted this customer and provided the items in question.  We believe the issues have been resolved

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool service requested on 5/20/24. I contacted again on 5/21/24 to confirm that the service technician could address heater and pump. I was told yes. Service date 6/4/24. Provided maintenance on the pool heater but was not interested or prepared to address my pump issues. Gave me suggestions on things to try. I paid $405 and the pool still is not functional. I called them back on 6/6/24 for a resolution and explanation. The woman speaking to me was very rude and condescending. She offered to have another technician scheduled at a charge. I asked why it couldn't be handled initially and I shouldn't have to have to pay for another visit and take time away from work again. I said I called them for their expertise. I am not a pool repairman and shouldn't have to take suggestions. I paid for a job to be done, not suggestions. I asked that this be made right or I would be contacting the BBB. She said, "fine contact the BBB and we wont be sending another technician".

  

  Business response

  06/25/2024

  We have reached out to this consumer and we believe that the situation has been resolved.

• Initial Complaint

  05/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/30/24 we paid for an inground pool opening. This includes: remove/fold cover, remove all plugs & antifreeze jugs, install all baskets, eyes balls, hand rails/ladders, clean coping, skimmers, hook filter system back up, brush down pool walls, fill chemical feeder with chemicals provided by owner, start system/check for leaks, (start up chemicals are included in pricing). 2 issues: 1. There was no O- ring on filter & water spraying everywhere & 2. There was no chemicals added to pool. I called & left vm & received a call back on Monday. The discussion did not go well & the customer service agent I spoke to basically said everything was done correctly, the attached picture says different. Zero customer service or empathy. When asked what they can do wto rectify the situation he gave no resolutions to the issues.

  

  Business response

  05/20/2024

  From the looks of the leak it is on the Backwash feature of the multiport valve.  We would not have run the filter on this feature when performing the opening as this is related to backwashing of the filter system so we would not have checked on this item.  We assume it was likely broken or leaking from the previous year.  The customer was present at the time of the opening and signed off on the service.  When she called in, she was informed that we could come back out and address the filter valve leak for an additional charge as it was not part of the original opening and she declined. The question of the chemicals not being added was not mentioned when she called in and the service staff indicates all work was done and chemicals added properly.  The charge for the additional parts installed during the opening have not been paid for as the CC on file is not correct apparently.  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In may we bought a gazebo and hot tub from Litehouse Pools on Arlington Rd, Akron. While in the showroom the sales lady said that curtains came with the gazebo and they just were not displayed in the showroom, once the gazebo was delived there were only screens no curtains. I called and spoke with the manager and was told that Curtains didn't come with the gazebo and that I could purchase after market ones at home depot for around $500. 2 weeks later on May 29th the hot tub was delivered. The delivery guys were great, but upon opening the hot tub (removing all the packing which the do not dispose of) there was a few inches of water and dried up dead mice. So gross!! Again I called the store Mgr. He didn't seem too concerned, just said he would let the warehouse know. I also asked for a manual, which was not included, he said he would email me a pdf, of course, everything is online, 78 printed pages! Anyway, you have to have a certified electrician do the wiring or it voids the warranty. After getting several quotes and scheduling the hot tub was finally booked up on June 16th!! We filled it up and nothing happens. The electrician comes back out. Verifies his work, still nothing. I call Litehouse again. By this time is 3 in the afternoon on a Friday. Of course no phone call back. I call back on Monday, still he couldn't tell me anything. Later That afternoon I get a call from the service department. The first thing she says is, if we come out and it turns out to be an issue with the electric you will be charge $150. She suggests that I have the electrician call to confirm he did the wiring properly. The company we used, Hilscher-Clarke Electric did an outstanding job. Shane called them, confirmed everything was correct. The next day my window was from 10-2. He showed up at 2:15. The first thing he did was ask if I had a copy of my receipt for the electrical work. They wanted to charge me for the appt if they could. The guy said it wasn't hooked up right. I called the Hilscher-Clarke and Shane called right back, everything was correct! The mother board was bad! He didn't have any on the truck and would have to call the manufacturer to see when he could get the part. When I called the service dept later, Amy was rude and said he was just out there today so I won't have his paperwork until the morning and the manufacturer is in Vagas so I won't know anything until they get back to me on whether the part is on back order and since there is 3 hr time zone difference it will be a few days before I know anything. Heard nothing on Wednesday from the service dept I called the Mgr Wednesday morning (10:15) and told him what was going on and said given our experience, I don't want a brand new hot that we paid 10,000 for fixed, I want it replaced with a brand new working hot tub. (THINKING ONCE A LEMON ALWAYS A LEMON) **** said he had never encountered this situation before and would need to inquire how to do this. Today is Thursday after 10. No response from **** or the service depth. I know things don't happen very quick these days but after spending 12,000 for the gazebo and hot tub, I expect at least information on what's happening.

  

  Business response

  06/22/2023

  Thank you for contacting us.  Our service department was made aware of the issue related to the circuit board on the hot tub on 6/17. All of the hot tubs are fully run and water tested before leaving the manufacturing facility.  It is extremely rare for a circuit board to be bad on a new hot tub.  Typically this is caused by something being wired incorrectly.  We do not know the cause specifically in this case, but accidents do happen and even highly qualified electricians sometimes make mistakes.  Regardless, the circuit board was backordered.  We contacted the manufacturer and they were able to ship one out and is due to arrive to us on 6/22 or 6/23. We contacted the customer to schedule a replacement of the board for Monday 6/26, but she is currently refusing to allow us to come to fix it.

  Customer response

  06/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We spent over $10,000 for a new working hot tub. The one delivered does not work.  We hired a reputable electrician who went above and beyond coming back when the hot tub wouldn't turn on, he called litehouse service dept. To initiate troubleshooting. He even called when the service guy was at our house. There is no evidence to support your claim this was caused by my electrician. My electrician is licensed and works for a reputable company and the work was completed in accordance with code. This is not the first hot tub he has installed, nor is it the first hot tub we have owned at this property.

  We paid for a brand new functioning hot tub and what we received is a hot tub that doesn't turn on.  We have great concern in repairing the hot tub fearing that it will have future issues. 

  At this time we are working with ****, the manager at the Akron location, who is in agreement with us that the hot tub should be replaced and not repaired.

  He is pending regional approval to replace the hot tub.

  Regards,
  
  ******* *******
  
  
  
  
   

• Initial Complaint

  06/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We paid in full 8500.00 to lite house for a pool in 8-2022.it was to be installed fall of 2022 or spring of 2023 . we were told we were at the top of the list and would be installed before memorial day. May 19 th was the date given and is fast approaching a month later and still no install 10 months later. after two phone calls and an assurance cooperate would call us ,no phone call.The installer told us they do 3 per day so 48 pools have been installed since our date yet we have no pool install!!!

  

  Business response

  06/13/2023

  We do sincerely apologize for the delay.  The pool was originally scheduled for 5/19.  As we understand it, the date was moved due to high winds and then there were some issues with the installer's equipment.  We cannot determine the exact cause of this long delay, but we understand that the pool is currently scheduled for install on 6/23. We will follow up to be sure to do our best to complete on or before this date.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2017, we purchased a pool from Litehouse Pools and Spas. *** ****** - Store Manager, told us about the different pools. We chose the Serenity pool, since Ken stated this pool that will last the longest, “the pool will last 100 years!” This gave us peace of mind. Fast forward 5.5 years later – 5 summers of using the pool. We found as we began opening the pool, it was not filling the entire way; that water was leaking somewhere between and liner and wall. We then noticed that there was a small rust hole in the steel pool wall. It’s important to note here that at no point during the previous swimming season did we lose any water. When we notified Litehouse of the issue, they said there was a 60 year LIMITED warranty on the pool and that since we were in the 6th year the pool walls were only warrantied at 50%, which equates to 10% of the 60 year limited warranty. The warranty also did not include any labor associated with the replacement or the liner (we knew the liner would need replaced). This warranty was never explained during the buying process. Only that Litehouse would take care of any problems. We were told the replacement would cost $6,238; 57% MORE THAN WE PAID LESS THAN 6 YEARS AGO for the same parts/labors. During the process of purchasing the pool, there was zero risk factor included in the sales pitch. If anything, there was 110% risk aversion. That if we maintained the pool, which we did, the pool would stand for “100 years!” We even made upgrades, like the steel walls and liner protection per Ken's recommendation. He at no time told us that if there was a leak or if the water touched the pool it would rust. THIS WAS NOT PART OF EXPLAINING HOW THIS COULD BE A MAJOR RISK? We are asking that Litehouse stands behind the products they are selling. The proper education and information were not explained during the sale. The warranty was not properly explained. The risks of the pool walls and being near water were not properly explained.

  

  Business response

  06/08/2023

  Thank you for contacting us regarding this consumer's concerns.  We are authorized to work with the manufacturer on their behalf to manage warranty claims.  All warranty information is available to our customers about the pools we carry.  It's unfortunate that this consumer did not completely understand the warranty.  With this in mind, we were able to work with the manufacturer and installers to get the total cost reduced to $4680 for the parts and labor. We understand that prices for materials and labor have increased in recent years.  If the consumer would like to proceed, please indicate in a response here or to the store where the pool was originally purchased.  Thank you.

  Customer response

  06/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Our purchase was with Litehouse, not the manufacturer, so as a consumer the warranty is with Litehouse. The warranty information was not provided to us when we purchased the pool. When we asked questions regarding the warranty, we were provided with the “don’t worry” “there’s a 60 year warranty, but the pool will stand for 100 years.” Our questions on the warranty were disregarded. We trusted Ken’s word. So much so, we upgraded our pool walls and liner based on Ken’s recommendations for a longer lasting pool. There was zero warranty information or paperwork provided to us on the warranty until AFTER the pool was installed and that information was thrown in the trash by the installers. We had to dig the paperwork out of the trash. Ken is well aware of the installation issues and that all the paperwork was in the trash since he had to come to our house after installation to rectify the installation issues.  We are asking Litehouse to cover the full cost of replacing the pool wall, and also freight and labor.  Since liners cannot be reused, we will cover the cost of a new liner and installation/labor, skimmer/gasket replacement costs, haul away for pool, and the fence (removal and reinstallation).  This, according to the costs Ken gave us, would be ~$2250 which we are willing to pay. 
  
  
  Regards,
  
  ****** ********
  
  
  
  
   

*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. ↩