Litehouse Pools & Spas
Reviews and Complaints

Ordered our hot tub (approximately 400 gal.) at the IX center in Cleveland. That was 4 years ago. We have had only small problems with the tub and some of that is on us. I will admit that the sales people do not tell you everything, nor do the people at the Bainbridge location. We struggled with the 'balance' for the first two years and only recieved platitudes. Then we started asking more questions and eventually better answers. We stopped freaking out about the test strip and followed the direction from the instruction booklet more closely. One word of caution would be to watch the cover of the hot tub - no easy way to keep it from getting "moldy". Overall we are satasfied with the people and the service.

I purchased a pool in early May and the salesperson told me that the pool would be installed by the end of June. I registered my purchase with install company the next day and pool was delivered early June. I never heard from the install company until late June was told that my install was scheduled for late July but to expect delays. I Tried many time to contact the install company but received no communication and when I called the store they told me that they could no answers from the installers either. So in a nutshell, I am paying for a pool that will probably get installed just in time for me to prep it for winter. Then they want to charge me a restock fee to return the pool that I cannot use. Do NOT do business with litehouse pools as they are quick to take your money and then forget about you.

I purchased a pool from this company almost 6 weeks ago. When I purchased it I was told that it would be in on june 15 and that we could expect delivery as soon as it arrived. As I stated it has now been almost 6 weeks and still no pool? I have been in contact with the store numerous times and was told that my pool is in but they don't know why it is not being delivered. My family and myself do not want to wait till august to go swimming and if that was the case we never would have purchased this from here in the 1st place. I have tried to reach out to cooperate office and the regional manager and have been unsuccessful with an answer to explain what is going on! We are almost to the point of just canceling the order and getting our money back but my kids are looking forward to this so the clock is ticking that's for sure

Purchased our pool on May 2nd and R pool was delivered on May 21st.. Was told in our agreement letter that we would be contacted within 3 days of our delivery date with a tentative installation date. A lady called a few days later, asked a bunch of questions, then told us someone would call soon with a tentative installation date. Over a week and a half later, a guy from corporate called stating there was some confusion and promises made that couldn't be given and our tentative installation date is JUNE 29. This is over 8 weeks after our purchase date AND 5 1/2 weeks after our delivery date...and it's just tentative. We are extremely unhappy. The pool bundle has been sitting in our driveway niw for 2 1/2 weeks, and may still be there another 3 1/2-4 or longer. The boxes are starting to warp and sag due to rain and moisture. When told that to corporate, the response was, "yes, but it should be okay. We wont know until the installers open the box to see if there is any damage." We feel frustrated, lied to, and unhappy at the way this whole installation process has been. We have 3 weeks yet to wait...

Ordered my pool back in February paid cash 30ft round pool. Was told they would try to have it up by memorial day. Installer called me on 5/6 was asked a few questions and then told me he would call me back on the 27th of May. So on the 28th I call light house and spoke to Dominic he said he would shoot the installer a email. So on the 30th I call and ask Dominic if the installer has emailed back he proceeds to tell me that as of 2hrs ago they where informed they do not have a installer nor do they know when they will have one. So now I'm looking for on own pool installer. 30 mins later the manger adam calls me and says it was a miss under standing and they do have a installer but they won't know when the pools will be getting installed. It seems like they have no idea whats going on. So as of today I have asked for my install money back and now I have to pay another installer that had given me a date 2k for install. Not only did I purchase the pool but I upgraded my stairs pump filter system and chemicals to frog leap. Also I bought a $450 dollar robotic vacuum and pool toys for my kids. And to top it off they forgot my stairs when I picked the pool up I had to go back and get them. Communication with this company is horrible i would not recommend any one to use this company.

We ordered a pool and paid in full for the pool and install in January. We were told that the pool would be installed no later then the start of June. It was mentioned there is a good chance it could be installed earlier but June is a "to be safe" time frame. Our pool was delivered at the start of June, however, it has yet to be installed. It is currently sitting in my yard in boxes that are now falling apart and having to be moved around regularly to cut the grass, etc. I have called multiple times and every time I have gotten no where. They have apparently now switched install companies and I was reassured the new company is much better and I was at the top of the install list. That was weeks ago now. Summer is nearly over, my pool is not installed, I still have no install date, and again no return call with an update when I was promised I would. There has been absolutely NO communication from Litehouse for months unless I call and attempt to get information.

My wife and I purchased a Pool from Lite House Pools and Spas at the Mentor Ohio Location located 9428 Mentor Ave Mentor, OH [protected] in February. From the Installation in July we have had nothing but Issues with the pool. This year 2021 the steel outer casing of the pool under our deck which is a covered area rusted away causing a hole to go into the pool liner. By luck I found the leak and fixed it temporarily. I contacted Lite house since they said in the warranty papers we have when we purchased the pool that the liners are warrantied for 15 years from date of purchase and the steel liner is on a percentage basis on how much they will cover going up to 5 years. Corporate denied both of my warranty requests and said they would give me a pool new pool at a deep discount since they did not carry the one they sold me. However the one they offered me was the same price anyone off of the street could have paid for. So they were not doing me any favors.

In 2018 Litehouse pools installed my inground swimming pool. They changed the heater from a 260 *** gas on the quote to a 120 *** heat pump, and $1000 charged extra for it. Since using the pool, it would take all day to go up 1 degree and I thought it was due to the size of the pool. This year, I had to find out why other people were having different results (1 degree an hour). 1. According to the manufacturing specs, that size pool (20x40) needs a minimum of a 300 *** heater, and they installed a 120 BTU. 2. Heat pumps are not designed for pools in Ohio. They were meant for warmer climates 3. Litehouse owns the brand of the heater (Jandy) they used in my pool, which is why I feel they used it In summary, a heater was installed that was 1/3 normal for a pool that size, and it was an electric heat pump which is ineffective in Ohio temperatures (should have been gas). I am forced to install a larger gas heater and would like to receive compensation. The unit was over $4000.

Purchased a Pool on February 1. Pool was to be installed in June via contract. Pool was installed July 10. Stroubles pool water was filled only to the skimmer due to Litehouse not delivering the pump in April when they delivered the pool to my property. We called Litehouse to let them know the pump wasn't delivered and we will have to have Stroubles come back to fill the pool 6 more inches. We were told to bring in the receipt and they would reimburse us. On July 14 Stroubles delivered the the 6 inches of water costing $200.00 dollars. My husband took the receipt to Litehouse and was told he would only get instore credit and they would call him after the sales person talked to management. We never received a call back so my husband went back to the store to see about his store credit and was told they would only give him $50.00 dollars credit instead of the $200.00 credit. He didn't take it, I would like to have my $200.00 back. This was Litehouses mistake, not ours.

We purchased our pool 5/3 from the Canton, OH store. It was delivered 5/21 and installed 7/8. Of course we were told it be installed within 4 weeks (depending on the weather) not 2 months. During this time, when we were lucky enough to make contact with someone, we were lied to and treated with disrespect. As the pool was filling, we notice the installers cut the hole, for the return hose, to big. The service department came out and patched it, since they didn't have any liners in stock. While he was here, he also fixed a couple of parts on the pool, that were put on wrong. Next scenario: the pools is filled, hooked up the pump, now we have multiple leaks at the hoses and pump. Service tech comes back out and fixes the leaks and the top rails, that were not on correctly. Next, we make a trip into the Canton store, to pickup our winter cover we didn't received. Of course we called ahead, and they had it in the back with our name on it...nope! Even that was a huge debacle. While at the store we asked to schedule our liner replacement. "Oh no"! "We don't do that here". "You have to contact the service department". At this point, the service department is the only ones who has been helpful. My husband calls the service department and they said we have to schedule it with the store. What? You can't make this up! We are so beyond frustrated with Litehouse, their horrible customer service, and even worse installers. If we would have know what a nightmare this was going to be, we would have walked out the door with the pool, put it in ourselves and we would have been done with them!

I've been trying to resolve a hot tub cover issue with Litehouse since July . My calls and emails are ignored. Initially, I reported that the spa cover lift was torqued, stressing the hot tub body. The hot tub was under a year old, presumably under warranty. I sent pictures, but Litehouse refused warranty coverage and offered to negotiate a price for a new lift. This was after 3 months of unreturned messages. The lift's condition worsened, ripping the hot tub's paneling, exposing it to potential rodent damage. I informed Litehouse of the additional damage in December . They attempted to find new panels without having the hot tub's specifications. Communication stopped on 12/17 with no further response from Litehouse. On 1/19, I warned them of contacting the ComplaintsBoard.com without a resolution. There was no reply. If addressed in 7, this might have been a $200 repair, not the $2000 it has escalated to due to their neglect. I can provide photos and communication records.

I purchased a pool back on May 12. We were told once pool is delivered we would get a call from the installer to set up a date as per the contract we signed stated as well. We were told at the time that it would be installed mid to late july at the latest. The pool was delivered first week in July as we were told. We waited a week and called to see about the installation date and was told to call the installer which we did and left message twice with no call back. I called litehouse and asked about the call back 3 days after delivery and was told not during a "covid year" even though we still had to keep our end of the contract. I waited another week and called and and was told they didn't know when the pool would be installed and it could be a month longer than we were told. I ask if the pool would be installed before end of summer since we are paying for it and employee said yes but it may not be until end of Aug. I was told i could get the 800 installation refund if i wanted to and try and find our own installer but prob wouldn't be able to. I was able to find our own installer and pool was installed 2 weeks after this so end of july which we had to pay quite a bit more and still no call from litehouse installer. I waited to call litehouse to inform them to take us off the list because i wanted to see how long it would take them to actually get our pool in. I decided to call on Aug 7th and still no call for a date from them. We did receive the 800 back but I feel that as much money as they made they should have given us back half of the cost we had to put out for another installer which would be (200.00 more) . I feel they mislead people when over selling all these pools because they were not able to deliver on their end and have the pools installed . I found out that customers who were paying cash were moved up on the install list, not saying this is true but still. I would not recommend litehouse.

We purchased a pool at LiteHouse Pools on May 3rd. At the time of purchase we made it clear that we only wanted to move forward with the purchase of the pool if they can install early to mid June. They stated this would not be an issue especially if we paid in full. If we paid in full they stated we would be one of the first on the list for installation. We moved forward and paid the pool in full. Within a few days we went through all the items we needed to do to insure moving forward with the installation: received and paid for city permits, applied for installation on the website of their vendor, contacted Ohio Digs, set up an electrician. We contacted both LiteHouse and the vendor they use for installation, Absolute Pools several times in May and June about install. We were told by the installers that we are not in "phase 1" but are in "phase 2" and they were not sure of the install date. Could be late June/early July. Litehouse stated that they anticipated late June at that point when we asked them to intervene and work with their installers to be moved up. We stated that was not what we were promised but were ok if this was to be in late June/early July. We just received our tentative install date which is now late July if the weather stays good. It appears that we are not even in the beginning of "phase 2" installations. We contacted LiteHouse to try to get this resolved and were told their sales were up (which they stated at the time we purchased our pool as well and when they mentioned to pay in full to have an early June install date) along with "weather" is causing delays. I can understand a week or two, but we are now over a month and a half beyond what was promised. When I spoke with the manager today, we were told we can return the pool and they would check to see about waiving the delivery fees and to see if they can make an exception to return the chemicals we purchased for the season but could not guarantee. We would still be out approximately $300 for permits and electrician quotes. They stated we can also hire a contractor and provided a name and number. They stated the would credit us $900 to use towards someone else. The other contractor is $400 more than the credit. We feel that we purchased this pool under false pretenses. They told us today that their sales are "up by 1000%" and if we return the pool they will just sell it to someone else since the demand is so high. No regard to making this right and that their service was sub-par. Throughout this entire process when we called the install vendor it took over a week to receive responses (we would call back and leave messages and reach out via email) and when asked LiteHouse for help, they just referred us back to the vendor's phone number and email address. From what I understand from a friend, they went in to purchase a pool a few weeks ago and they are still telling customers install would be about 21 days out weather permitting, knowing full well at that point that is not the case. We are 3 months out from our May purchase for our install date and that was not even guaranteed.