Litehouse Pools & Spas

The owner of Litehouse personally returned the customers phone call on June 14 and has not received a call back. The service department is still waiting on pictures to be sent of what is broken on the unitLitehouse has made efforts to help in this situation yet we are still dealing with a product that is years out of warranty and was possibly damaged by the cold weather. An owners manual does come with the unit and is available on the manufactures website explaining any maintenance procedures Please let us know if you need any further information. Thank youLitehouse Customer Service

Litehouse is truly sorry for the problems you are having with your hot tubIt is never our intention to inconvenience any of our customersWe are not ignoring the issue but are following protocol per the manufactures warranty to take every step to fix the issue with the hot tubLitehouse is
committed to replace the hot tub if the repairs made during the week of October 26,does not resolve the problems
Thank you
Litehouse Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Thank you for allowing Litehouse to respond to this messageThe customer has been refunded the service call for the heaterAll defective parts of the unit in question will be replaced free of charge by Litehouse. Thank You Litehouse Customer Service

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, as long as I have verification that all parts are covered under warranty or if continued issues happen they will replace tub with like model, then I find that this resolution is satisfactory to me.
Regards,
*** ***

Thank you for giving Litehouse the opportunity to respond to this complaintThe customer purchased a heater at one of our Akron location and installation along with itWhile dealing with in ground pumps , filters , heaters and the plumbing of thereof it is difficult to predict if
existing equipment will be compatible to run properly with new product due to a number of reasons including length of lines , number of lines itself , etcThe customer was well aware per the signed installation agreement ( see attachment) of what was included and not included in the installation including the electrical lineOwners manuals are readily available on line or within the store to give the proper requirementsThe signed agreement also states that Litehouse is not responsible for the condition or incidental damage to older components or its parts not being replaced at this timeBecause of the condition and age of the existing pump and filter the new heater will not operate effectively , nor is Litehouse responsible for the fact that the units may or may not have needed replacement before or after the heater was installedLitehouse did exactly what the customer asked for and refunded 100% of her money including all labor and plumbing fittings which are not able to be resoldPlease let us know if you need any additional information Thank youLitehouse Customer Service

Thank you for allowing Litehouse to respond to this messageThe customer has been contacted and will be returning the steps to the store for a refund. Thank youLitehouse Customer Service

Thank you for allowing Litehouse to respond to this complaintThe hot tub in question has had multiple parts replaced on it which is due to the number of visits requiredOne of the problems being a leak which requires multiple visits and moderate outside temperatures to fix. The leak
repair was completed on April 21,We apologize if the completion of service not relayed to you and for the manner the hot tub was leftLitehouse will be more than happy to clean the tub at no charge or offer you a $credit to be used at any Litehouse storePlease let us know which you prefer. Thank You Litehouse Customer Service

Thank you for giving Litehouse the opportunity to respond to this complaint. Litehouse is more than willing to honor the 90 day warranty on our parts installed on January 14. There are many reasons whey a heater will not work and it always is not just a bad heater. Our technicians will need to test...

the spa to find out whey it is not heating. Due to the age of the spa there are other components that may need to be replaced in order for the heater to work or the heater may indeed be defective. Please respond to this if you would like us to come out to evaluate your spa under the 90 day warranty. We can also work out a credit for what you have already paid toward a new power pack system for your spa.
Thank you
Litehouse Customer Service

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We are very sorry about your experience with you new pool purchase. Litehouse goes to great lengths to make sure our installation contracts and receipts contain detailed information regarding what is included and not included with a purchase. The removal of the old pool was not listed on the...

purchase invoice and may have been a misunderstanding between both parties. The pool has been installed on Saturday July 2 and was signed off by the customer that the job is complete. In lieu of the circumstances Litehouse will issue a store credit of $200. It will be listed under the account the pool was purchased under.  Thank you Litehouse Customer Service

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would like to inquire about when the owner's manual is given to the customer. With my experience, the owner's manual (detailing all of the warranties) was not provided until after the point of purchase; however, the "selling point" on the used, floor-model tub was that everything would be covered under a five-year warranty. Additionally, Litehouse explained that items were covered for manufacturer defect and not misuse or neglect of the end user; yet, all speakers and panel covers had to be replaced within weeks of the purchase. I am curious to know whether there was misuse of the store of which this tub came from since there has been continual issues with the function of the spa. 
Regards,
[redacted]

Our company return policy is clearly posted at our registers
where every customer checks out for their purchase.  At Christmas time, we have an amended return
policy in which we post alongside that policy as well as right by each register.
I have included photo documentation as to...

this.
When Ms. [redacted] purchased her tree from us, these were clearly
posted at the time she patronized our store. 
She did ask [redacted] if the tree was too big, could she return it.
[redacted] advised her that if the tree was taken out of the box, we would not be
able to take the tree back. She was concerned about the size and we did advise
her she could adjust the height by how the branches were shaped. She chose to
purchase the tree anyway.
Our amended policy clearly states that we do not take returns
on any Christmas merchandise after the 18th of December, 2014. Since
her tree was purchased on 12-27-14, that would make that a final, non-returnable
item, regardless of whether the tree had been removed from the box and put up
or not.
In keeping with good customer relations, we did offer to
deviate from our stated policy and take tree back in exchange for another tree
that would be more to their liking and size or take a gift card for the amount
spent in which they could use at a later date. Since our selection has been
significantly depleted and if they could not find something at this time, we
recommended returning in the pre-season of 2015 to use the gift card to select
another tree or they could use the card for any of the products and services we
provide.
Again, all sales are final on any Christmas merchandise
after the 18th of December. This policy is in place due to the fact
that these are seasonal items. We further discount the items after the holiday
with the understanding that all sales are final and we clearly post that in our
stores in accordance with all ORC regulations and ordinances. That being said
we did offer to go beyond those stated policies to accommodate someone who had
changed their mind about their purchase.
At this time, we will still take the tree back in exchange
for another tree or they can choose the gift card option that has no expiration
date for the full purchase amount.  I
will not even impose the 15% re-stocking fee that is stated in our policy for
items returned and not in original, new condition; even though we may have to
further discount that tree in order to sell it to someone else.
Please advise the customer to contact me
directly at 330-491-0412 in order to facilitate this process

Sorry for the delay, we have attached the report from [redacted] on the spa. It is good to here there has only been the one error code. The spa equipment per the report is operating normally but there is an issue with the electrical hook up and the spa drawing more than 240v. ( if there is power surges at the home this can be detrimental to anything electrical in the home).  We would like to set up a service call just to check on the spa and make sure everything is still operating correctly and the service department will call to set this up. If you have any questions about the report or about the spa in general please call the service department at 800-548-3772.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

email response received 3:13 on 6/14/17 from consumer as follows:Hello [redacted]Thank you for taking the time to listen…I am rejecting their response for several reasons.1.       They are focused on the “purchase date” of 2014. I purchased the pool kit in December of 2014 so that I could be on the install list for April 2015. The heat pump sat in their warehouse for almost 5 months.2.       They claim that any HVAC company will service them. I only found ONE in our entire area, and they didn’t want to attempt to fix it. Simply said it was a total loss.3.       They will not answer my calls or emails for further assistance.4.       I did the proper winterizing based on what I knew. I was never instructed professionally during the purchasing process…although they go overboard with information on other products that they DO service.5.       The unit is still broke and needs repaired/replaced. Their response does not help my family.6.       Feel like I have been sold a “lemon” on a used car lot. BUYER BEWARE.7.       I have found other people to have the same issues, although they claim to sell many without issues?Thank you again for your time in this process, but I feel it will be to no resolution.

Thank you for allowing Litehouse to respond to this message. We apologize for any issues the customer had at this store. The only record of a winter cover purchase we can find is from 2013. The customer did not have the original proof of purchase that is required for a warranty claim. Our...

associates informed her that the only purchase on file is from 2013 and the proration value of the cover would be a 20% discount during the warranty period. A salesperson was even going though daily sales from the time period the customer said the cover was bought in 2016 in order to find her proof of purchase.  Attached is the original receipt and a copy of the manufactures warranty. Thank You Litehouse Customer Service

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]