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LPI Inc.
- Manufacturing
- Johnson City, TN
About this business
Location details
506 Twin Oaks Dr, Johnson City, TN, 37601, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 9:00 a.m. to 6:00 p.m. | |
| Tue | 9:00 a.m. to 6:00 p.m. | |
| Wed | 9:00 a.m. to 6:00 p.m. | |
| Thu | 9:00 a.m. to 6:00 p.m. | |
| Fri | 9:00 a.m. to 6:00 p.m. | |
| Sat | Closed | |
| Sun | Closed |
Not seeing my very bad review for this tube from LPI... not happy. Going through Cancer . Thought this tube would ease my mind it's been a hassle since we bought the over priced thing. Wrong tub deliver said that what we ordered. Came damaged and already changing jets a few months old. Salesman got us. STAY AWAY!!! JE
Business response:
We are sorry to hear about your physical health and sincerely wish you and your family well. The acrylic color does match the order. However, acrylic pours are never identical by their very nature. Our records indicate that the jets were received and we were able to assist with general inquiries.
We had our hot tub for 2 years and it never worked properly(still doesn’t) I’d call in and get transferred a million times, have to send and resend pictures of the problem, repeat my story to at least 20 different people, only to be told they’d call me back (they never did) . This went on and on. Sent parts for repairs but most the time they were wrong so when service guys arrived, they would get very frustrated and tell me they have to fight to get payment and I’ll have to find someone else because they don’t get paid for w... read more
Business response:
The last interaction we have on file (from 5 months ago) is that that we could remake the cover, but would need the measurements again. We do apologize for the frustration you have experienced and would be glad to resolve this matter with you.
We purchased the spa in May of this year - we have not been able to use it yet - we have had to order the cover 4 times because we keep getting damaged or broken material inside the cover it self and then we have one that was sent to us that was the wrong size - on top of all this, as of today - 7/30/24 we have had the service repairman out here three times to find a leak and fix it - the first time, he thought he had fixed it - left and we still had a leak - the second time he found that it was a cracked jet, went to get th... read more
Business response:
Our records indicate that a service technician was on site 8/7/2024 to fully resolve the issue. Our apologies for the frustration. Please let us know if we can be of further assistance.
Customer service model that seems structured to frustrate until customer gets repair done at own expense. First the generation of a concern is addressed incompletely then email sent stating that this should fix problem therefore complaint has been closed. I had to generate multiple requests to further the issue. Second, I finally had my WARRANTY AUTHORIZED local repair company try to decipher their requirements for warranty coverage but he found it as confusing and complicated as I did. Multiple requests for pictures, rewiri... read more
Business response:
The site preparation information provided prior to sale, in the manual, and again by the customer service representatives does advise of the specific electricals requirements of the components manufacturer. -- If the components are visibly grounded correctly (this portion was explained during a phone call on 7/11/24) and the wire caps removed, we will gladly further assist.
The Tuff Spa Platinum 450TT is poorly designed and not recommended for places where it rains or snows much. The side panels are not sealed and allow water to run down the sides wetting the insulation and causing the insulation to not insulate. I was sent a video a customer made who caulked the joints in an attempt to seal the hot tub. The top doesn't seal and allows moisture to run down the sides into the interior of the hot tub, again defeating the purpose of the insulation. The slider plates for their hard shell top bend a... read more
Business response:
We were able to get in touch with the customer today and assist with the formerly backordered components. We are are always available to assist in troubleshooting, whether the labor warranty is still in effect or not.
I ordered a Catalina Kennedy spa from aqua living factory direct. Arrived without issue but 1 year in the acrylic is bubbling in lots of places. I have contacted customer service 4 different times. Reception staff is nice and seem helpful however they keep insisting I will get a call back from the manager which never happens and they are refusing to stand by their warranty. They will not fix it and all they do is send you contacts for companies that will fix the acrylic at my expense. Which is over $***/hr. Warranty they off... read more
Business response:
A portion of the concerns are a direct result of chemical damage, which would not be the company's responsibility. However, your case was escalated internally and a customer service representative will be reaching out to you shortly with the options available.
Our experience with our SwimSpa has been great when it is running but awful most of the time we have owned it. We bought a dualtemp Catalina SwimSpa out of Hood River Oregon. It has been inoperable the past 7 (SEVEN) months. My wife has Parkinson's disease so we spent $34,000 on one of these. We have since, purchased a gym membership, so my wife can continue to do her aquatic exercises. The folks at LPI are really nice to work with but not great at getting us parts. We have had 3 different techs work on our spa. I had to sen... read more
Business response:
We apologize for the frustrating experience. Your case has been presented to management, and a resolution is forth coming.
We purchased a Tuff Spa in Sept 2023. I had previously owned a Tuff Spa in the past but was purchased when Tuff Spa was owned by a Phoenix Co. Never had any issue. So didn't even think to check BBB reviews on LPI Inc. out of Johnson City, Tennessee, who now ownes Tuff Spa. We have had NOTHING but problems with these people. Just like the other bad reviews they bait and switch, they LIE, they blame the customer, they definitely don't care. LPI has now told us via email they are done with us, that our case is closed. This came... read more
Business response:
We were quick in our responsiveness to the warranty claim. Two full Tuff covers were shipped and made available to you for replacement. We admit the color was incorrect for the first, but we remedied that mistake. The replacement cover (both actually) was refused and as such the work was not completed. We still offer this solution, but there is not a factual blunder to remedy.
Do not use this company to purchase a hot tub. They are unbelievably poor in service. Once purchased the seals failed. They sent me new seals but I had to have installed. Then the outside paneling failed. They sent me new paneling and I must install or pay to have installed. This is what they call their “ warranty”. I never give bad reviews but in this case I am. Do not purchase from them.
Business response:
Please see the following excerpt from the Catalina Luxury Warranty: "Cabinet panels and corners are warranted to be free from defects in materials and workmanship for one (1) year from the original date of purchase. Normal wear, fading and weathering of the finish occurs naturally over time and is not considered a defect. This warranty does not cover damage or discoloration caused by use of unapproved cleaners, damaged caused by mishandling, over tightening screws, and improperly installing a cover lift, including inadequate... read more
Frequently asked questions about LPI Inc.
How is LPI Inc. rated?
LPI Inc. has a 3.9 star rating with 1,461 reviews.
When is LPI Inc. open?
LPI Inc. is closed now. It will open at 9:00 a.m.