ComplaintsforLitehouse Pools & Spas

• Initial Complaint

  05/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I spent almost 11 Thousand dollars and no one can tell me when my pool going to be installed and the Contractor should be pulling the permit. I would like to know when my pool is going to be installed.

  

  Business response

  05/16/2022

  Thank you for contacting us.  Our installer has contacted this customer to schedule the installation, but the customer had not obtained the required permits.  It is outlined in our agreement (attached) that the customer is responsible for all necessary permits.  If the customer cannot or will not obtain the permits, there is a paid process by which we may be able to obtain those on the customer's behalf.  Our installer tried to schedule this installation for Tuesday 5/17 and was told then that install needed to be on a Saturday as the customer could not get off of work to accommodate installation during the week.  Our installer indicated he would call back to try to make that work later in the week.

  Please see attached signed installation agreement indicating what the customer is responsible for during the process.

   

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/11/2022 my wife and I went into the local Litehouse Pools *** *** * **** *** ******** ** ****** I purchased the Legend pool package. I was instructed that in 2-3 business days I would be contacted by the delivery agency to deliver my pool. We inquired about installation and they said once it was delivered we should be put on the installation list and a tentative date should be scheduled for near the end of March. After about a week, I was called and pool was delivered. I was told I would be called 3 days after the delivery date for a tentative install date. After 2 weeks, I did not receive a call so I called the local store. They said, "Ok, I will forward your information along and they should be getting in touch with you." I waited another week and called again, this time I was told that they would email the installer and the installer should be getting in touch with me within a day or so. The next week, my wife called and they told her they would look into it and call her back. They never called her back so she called the following day. They told her the installer that they had was not clear on the installation of the "Legend" pool and they were forwarding to a different installer and that she should hear something from them in a couple of days. Again, there was no call, she called back and they gave her the same excuse of we will look into it and call you back....again they did not call back. Finally, I told her to call the customer service line, thinking maybe we can get some kind of action. She left a message and never received a call back. It is now been 2 months since I purchased the pool and the only call I ever received from Litehouse was to tell me that the chemicals that come in the pool package I purchased were backordered. I have called them five times trying to get a resolution and a time frame for the installation to no avail. They obviously only care about getting the sale and don't care about the customer.

  

  Business response

  04/11/2022

  We apologize for any miscommunications with this customer.  Our installation schedulers do not start calling customers to schedule installations until there is a significant break in the weather and we can schedule with some degree of confidence that we can meet the scheduled dates and times.  if someone at the store did not explain this properly, we will be sure to correct that person's understanding of the process. We will send this information to our service department to see if we can get some information on a tentative time frame and have someone contact this customer.  

  

  Business response

  04/15/2022

  It is our understanding that the installation staff has spoken with this customer and has set up a tentative installation time frame or date.

  Customer response

  04/16/2022

  [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.]
    I was contacted by an installer who told me that we would be in the next batch of scheduling.
  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. 
  
  Regards,
  
  ****** *******
  
  
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a swimming pool from Litehouse pools and had it installed in tMay of 2021. The pool partially collapsed. and they blamed it on me. I had a pool for the past 15 years and i know how to winterize a pool. They called me a liar and said that I did not winterize it in order to escape responsibility for the defective product they sold me. Now I am stuck with a pool that I have not even paid off yet. I am a 74 year old disabled Viet Nam vet and my wife has back problems and we were going to use the pool for therapy. .

  

  Business response

  04/05/2022

  We can submit pictures on behalf of the customer to the pool manufacturer as it is a manufacturer warranty and not a Litehouse warranty.  The customer may also do that himself directly to the manufacturer.  We also suggest that the incident is reported to the homeowner's insurance carrier.  During extreme weather events as we experienced this winter, this does sometime happen.  It may be covered by the manufacturer or the customer's insurance.  We would be happy to assist in either case.

  Customer response

  04/12/2022

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *********
  
  I could you some help notifying the manufacturer of my pool to try to recoup my loss. My insurance company  would not cover the pool   

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this pool not even 1 season ago. We bought everything litehouse pools told us to purchase to winterize the pool and I have given them every opportunity to make this right. With the excessive snow fall and ice accumulation the pool wall has buckled. I am told this is rare and they compared it to an act of God not a malfunctioned product. Who all knows someone else who has a above ground pool that the wall buckled due to snow accumulation. And the kicker is I called before winter and asked if its ok for water to be on the cover, I was told yes it will prevent the cover from blowing off the pool. At this point I think I would have been better off not having a cover on the pool. Not everybody can throw away 5K like its no issue at all. I was told to contact homeowners insurance and they DENIED my request. It is now time for Litehouse to MAKE this right. This is unacceptable to be treated this way as a customer who did everything we were instructed. Litehouse Corporate company needs to step up and do something as I have a unusable pool! I should have purchased elsewhere with a company that will stand behind their products or partners products.

  

  Business response

  02/28/2022

  Thank you for contacting us in this matter.  After reviewing the information and following up with staff that have discussed this with this consumer, it is apparent that the damage to the pool was not caused by a defect in the pool, but by excess weight of snow and ice buildup on the cover and possibly heavy winds may have played a role.  These types of cases are typically resolved with the home owner's insurance carrier and we would recommend they seek to get restitution there.  If this has been denied as the consumer has said, maybe the consumer can provide more details on that piece.  Unless they failed to notify the carrier that they had the pool and they needed coverage on it, we cannot think of another reason the carrier would deny coverage for a loss that appears to be very clearly caused by weather.

  Litehouse does not issue the pool warranty or issue coverage of the warranty.  We merely facilitate the process between consumer and manufacturer, when possible, to help to expedite the process for the consumer.  We can forward this information along to the manufacturer to get the manufacturer's disposition on this matter, but we assume they will  also deny this based on the information we have available.  The consumer may also contact the manufacturer directly to seek a warranty claim.  If they are in need of that information, they can surely respond to this and let us know or contact the store where the pool was purchased and the information can be provided.

  Customer response

  03/02/2022

  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.
  
  I request that Litehouse Corporate reach out to the manufacturer and request a replacement pool wall, and come and install the new pool. My homeowners insurance rejected the claim due to it being an excluded request. Any pool damage by snow or ice isn't covered. They said the manufacturer should be responsible due to the pool not even being 1 year old. I am very disappointed so far how this has been handled. I expect some type of resolution concerning this. Every other pool in the neighborhood had the same snow and ice build up as mine and they don't have this issue. I will not accept the answer sometimes this happens... it shouldn't and if it does the Manufacturer and Litehouse should stand behind their products. This is ridiculous that I have to go through this to get someone to stand behind their product. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *
  
  
  
  
   

  

  Business response

  03/10/2022

  Thanks for contacting us again regarding this.  We have sent the images to the manufacturer and requested their review and they have concluded that there is obvious damage caused by the weather and possibly by improper winterization.  The pictures indicate obvious damage caused by an external source not by a failure or manufacturing defect.  Simply stated, this is not a warranted defect in materials or workmanship.  We have never heard of this type of damage not being covered under a normal insurance policy unless it was not added to the policy or the insurance company was not made aware that the pool was installed at the home.  With that said, if the customer would like to get us the insurance company contact information, we will gladly contact them on their behalf to further understand the reason it's not being covered and assist in trying to get this covered.

  This is not about "standing behind the product" as we would surely be willing to resolve any issue that was caused by a defective product.  In this case, there is just no evidence that there was any defect in the product, but obvious evidence that the damage was caused by other factors that would typically be covered by the homeowner's insurance policy in our experiences.

   

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