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Litehouse Pools & Spas

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Litehouse Pools & Spas Reviews (86)

I have called Eastern Pools & Spas on three seperate occaisons explaining what it was that you needed from them. I don't know if they have sent you what you needed or not. If not, I would suggest that YOU call them.

Thank you for giving Litehouse the opportunity to respond to this message. We are very sorry for the issues that arose with this project and fully intend to take care of all.  Litehouse has already replaced a defective skimmer which caused issues with the leaking and bottom of the pool.  ...

A brand new liner is already in stock and ready to be installed in the pool, the bottom will be redone, and all of the structures of the pool rechecked and adjusted if needed. Water and chemicals will be paid for by Litehouse. A brand new fencing kit will be replaced on the entire pool, deck structure will be checked for levelness, gate secured and stairs up to the deck level and sound. All in all Litehouse will fix , repair and replace what needs to make the pool as it should have been from the beginning. Thank you Litehouse Customer Service

Thank you for allowing Litehouse to respond to this complaint. The warranty of the hot tub is specifically listed in the owners manual of the spa as to what is covered in certain time frames. The major components of the unit are generally covered for 5 years while some items are covered from 30 days...

to 2 years. All warranty items are only covered for manufacture defects and not misuse or neglect of the end user. The stereo speakers in question only have a 30 day warranty from the manufacture of the hot tub.  Litehouse will cover the replacement of the speakers and labor to install at this time. Once the parts arrive you will be contacted by our service department with an installation date. Please let us know if you have any questions Litehouse Customer Service

Unfortunately this winter’s harsh temperatures and increased
snowfall has caused a lot of damage to not only swimming pools, but also other
parts of people’s property and homes. Typically what can happen at this
time of year is the weight of excess snow and
ice beginning to melt...

on and below
the cover has pulled the cover into the pool. The cover cable actually pulls
the pool frame in causing this to happen, the cable can be loosened to prevent
any further damage. Another concern is the winterization
process connecting the skimmer and return together or plugging both of
them up eliminating an outlet for melting water and ice to exit the pool
instead of filling up the skimmer with extra weight during the thaw. All of our
pools come with a manufactures warranty covering defects in materials. As with
many other products, damage from uncontrollable weather conditions is not
included in the warranty. A copy of the warranty was included with your pool purchase
and handed to the homeowner when the installation was complete.

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]

The pool was repaired and a new liner installed on May 31,2017.  Please let us know if you need any further assistance Litehouse Customer Service

We did not hear a response from the customer that our proposal was acceptable. She is scheduled for May 22 to replace the heater at no charge. They will receive a call the day before with a time frame.
Thank You
Litehouse Customer Service

Thank you for allowing Litehouse to respond to this message. A new liner is scheduled for installation on Friday July 14,2017. All other issues with the pool frame and wall will be addressed at that time.  Please let us know if you need any further information Thank You Litehouse...

Customer Service

Thank you for allowing Litehouse to respond to this message. The heater was originally purchased and delivered in 2014. Litehouse does not have any service records on this product since then. We have set up a service call for Sept 5,2017 in order to inspect this heater and the work that has been...

done it since the purchase. Thank you Litehouse Customer Service

Copy of email  to President of Litehouse Pool**. Mr. [redacted]:I am enclosing snippets of the conversation, at the end of this email, I had recently on Facebook with the moderator of your Litehouse webpage. I took to Facebook as the only replyI had received back from your customer service department was basically-winter damage, not ours, contact your homeowners. I didn’t bother replying toFacebook as I am sure it would have been more of the same.HOWEVER, let me say:1. We winterized our pool the same as we have winterized our pool(s) for the last over 20 years, original pool bought at [redacted] Pools in Medina. The pillow, cover and clips all bought at the Strongsville Litehouse, 5 minutes from our house. We drained, pillowed, covered and clipped.Never had any winter damage in all those years.2. No, cover was NOT pulled into pool, cable was not tight until we peeled back the cover to see where the leakage was coming from and then we peeled it all the way around to see what we were dealing with.3. If this was indeed, “winter damage” and basically all areas of NE Ohio shared, more or less, in the freezing temperatures and snowfall, then more above ground pools, like ours, would be suffering from “winter damage”. I took a poll of my friends, co-workers, neighbors and son’s neighbors in Westlake to find out if they had also suffered “winter damage”This is my results—Columbia Station, right next door, one year old pool, didn’t bother winterizing at all, no damageColumbia Station, Redfern Rd, one year old pool, winterized same as we do, no damageBrecksville-15 year old pool, winterized almost the same, no damageBrunwick-3 year old pool, winterized, no damageDoylestown-2 year old pool, winterized almost the same, no damageCanton-3 year old pool, winterized, no damageBarberton-5 year old pool, covered, no damageParma Heights-7 year old pool, winterized, no damageNorth Royalton--3 year old pool, winterized, no damageWestlake—Westwood Road, walked the dogs around my sons neighborhood and spoke with 4 of the neighbors out…2 had pool company winterize, 2 did it themselves….no damageDo you see a theme here? No one else seems to have suffered the elusive “winter damage” that your company is conveniently falling back on. I still contend there had to be a weakness in the sidewall that made it unable to withstand the winter temperatures/snow.I will say this much, the comments while talking to people about Litehouse while surveying ranged anywhere from –a good company to OMG! Why didn’t you talk to me first before you went there.Since I am still paying on this albatross, I am writing to see if you can offer any assistance.Thank you for your time and consideration.

[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]

Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I do not feel like I will have any resolution with this company as their 5 year warranty is not a complete warranty. I told the Customer Service rep that I have had constant issues with a specific jet in the tub and she told me that this is not covered. How is a jet that should stay connected to the tub, and keeps falling out, not covered under the warranty? I fear that for the life of this product I will always have issues. Yes they are coming out to my home to inspect issues but I have to pay a $95 service fee each time I have an issue arise. How is this my fault and why should I pay for a continuously failing product? I believe that there are products that work very well but sometimes that product has a bad batch and in this case I got a lemon. I don't feel like Lighthouse is taking responsibility for this as their showroom staff that sold me the product always pawns me off to the Support Center, and the Support Center tells me that they don't see service records for things that have broken in the past. This company needs to stand behind their product and help. Why do I have to be the one begging and paying to get continuous issues fixed? 
Regards,
[redacted]

The original pump was actually not working up to its capacity because it was not strong enough anymore to run the heater , only when a new pump was installed did the heater operate correctly. The original filter and pump were fully operational both times the technicians were at the customers home and when they left. At some point in time older equipment does need to be replaced. As per the installation agreement , it was put in place to state exactly what was included in the installation and certain conditions that may arise. Litehouse cannot take the blame for not reading a document that a signature is required on. Litehouse did everything that was asked from the customer and refunded 100% of the customers money even before the product was returned to the store.  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. I would like the hot tub cleaned and filled and checked to see if the leak has actually been fixed as your service workers have said it has been fixed already like 3 times (see pages 5,8,9 of attachment). You can contact me at my phone number on file to schedule appointment.
Regards,
[redacted]

Thank you for allowing Litehouse to respond to this complaint. We have submitted a warranty claim to the manufacture of the pool and unfortunately it was denied due to weather related damage. In lieu of the denial Litehouse will replace the broken top rails, uprights and top connectors that are...

damaged at no charge for this one time only. Any further weather related damage will be the responsibility of the homeowner. The parts have been placed on order and you will receive a call to schedule your appointment. Feel free to contact us with any questions. Thank you Litehouse Customer Service

[redacted]We are sorry for the issues you are having with your stereo system. In talking with [redacted] Spas they do have a current media locker that will fit up to an [redacted] 6+. It was put into production during the fall of 2015. Although [redacted] manufactures many different stereo...

systems, [redacted] Spas manufactures and engineers the spas itself and dictates which specific model stereos and other components will perform with the final product. Litehouse will be installing the same stereo unit you have but in the version to fit larger devices.  The parts will take about 2 weeks to arrive and install. if you have any further questions please feel free to contact us. Once again we do apologize for any confusion.Litehouse Customer Service

Thank you for giving Litehouse the opportunity to respond to this complaint.  The customer has been given the correct ladder on Friday July 7,2017. Please let us know if you need any further information Thank you Litehouse Customer Service

Company responded via phone as follows: The company would like to resolve this issue for the consumer.  The hot tub can not be returned but the company is willing to waive service charges for the remainder of the warranty period and will fix the issues with the hot tub.  The parts are currently  on order.  The company will be willing to exchange the hot tub for a similar model if the consumer experience problems again with the same issues after we repair the tub.

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]

Her money was refunded exactly as she was told it would be.  We have a clearly stated policy of issuing refunds on payment by check after a 14 day waiting period.  The refund check was issued on 7/20 and the customer has cashed it.

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Address: 11052 Pearl Rd, Strongsville, Ohio, United States, 44136-3308

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