I am so disappointed in our decision to try and order with this company . Outside of the poor customer service experience - they wasted our time in thinking we would have a safe and reliable cover for our hot tub this summer - now here we are 2 months later and back to the drawing board . I feel wholeheartedly this could have been resolved or at the very least made easier with ANY communication. Instead they take your money and you hear nothing back . read more

We bought our Spa last year and I am so disappointed with the customer service. We have a leak going into or out of one of the pumps that started in July and then the spa panel went out. That is 3 months of not being able to use the spa. Fortunately, the parts were under warranty and sent to me after 3 request. The labor warranty however is only 6 months from time of purchase. I have been waiting over 3 weeks for them to share the contact information for the techs that they recommend. Today I called only to find out that they have closed my case again because I am out of warranty. Everyone you talk to tells you exactly what you need to hear but there is no follow up. I would not recommend this company to anyone until their customer service department improves drastically. read more

This has got to be the worst company I've ever bought from. I. Called them because my hot tub serial number is 5 digits and online it requires 6. The snarky rep told me I needed to go online and type in numbers before and after my serial number until one worked. I said I had a better idea. Since you work for them just help me get the right filter. Wow! What a horrible attitude and work ethic they have! Look at how terrible their reviews are. We spent thousands of dollars and wanted to buy locally. Do not buy from these people. They are absolutely horrible to do business with read more

My wife and I placed a purchase order for a hot tub in March, 2021. Our salesman was Chris Miller at Aqualiving in Richmond. (Chris has been wonderful to work with and he has done his best to make us happy. This review is not about Chris but about Aqualiving's parent company, LPI.) We had been informed prior to purchase that the manufacturing warehouse was predicting a period of 12-16 weeks to build the jacuzzi, which meant we should be getting our hot tub in early July. The tub finally arrived on July 29 and we absolutely love our Catalina Kenndy. During the installation, however, damage was done to some of the slats and panels. The delivery man put in an order for replacement parts on the spot but told me it could take up to 4 weeks to receive them because they had to be made at the factory and shipped. I found it difficult to believe that there weren't just some spare slats available. Anyway, I accepted his answer. Four weeks passed and no parts were delivered. After waiting patiently for eight weeks, we called Chris and insisted on knowing why we hadn't received the parts. He called the warehouse and learned that, somehow, our order had been overlooked. Within a week, we received two large boxes of replacement parts. He said we should have received an email from LPI advising that a contractor would be hired to install the parts. Several days later, no email so I called customer service to ask about it and was informed that an order hadn't been generated yet and that it might take up to a week to find a contractor able to do the work. There are several problems. First, this should have been put to bed in late August/early September but it's still dragging on. Second, the fall temperatures are turning the nights cold and we live in an area where wild animals will seek out the warmth of a hot tub motor. Holes in the slats and panels make that a possibility and then we are looking at needing repairs. The biggest problem, though, seems to be LPI's lack of customer concern. That's why they get 1 star. read more

I purchased a hot tub last fall from John Bramwell who runs the warehouse location in Charlotte. The whole experience has been encouraging. John was knowledgeable, personable, great on follow up, no pressure and a nice guy. The communication from their warehouse and delivery folks has all been great. We had a few issues with chemical balance as we moved from South Florida and NC water is different and their customer concierge chief helped numerous times even calling over the holidays while she was on vaca with family in CA. There was an issue with the cover and staairs where we had to talk with another department-tech folks in Johnson City and they were also awesome and fixed everything beyond what we expected. I'm impressed and appreciative plus saved $$ by buying direct from the factory. Thanks for coming through - my wife was skeptical that our "deal" might end in issues and quite the contrary-Thank you -Thank you. read more

Stay away from these crooks and thieves. They are totally helpful before the sale then after take your money and throw you under the bus and ignore you. I purchased a hot tub cover. When it arrived it was inferior quality than I had expected. Constructed with very lightweight and cheap material. Unfortunately, Connie the lady I had spoken to when taking the measurements and giving the order had not clearly explained how to measure my old cover so they could make the new one with the correct dimensions. When this one arrived it was cut totally wrong and is useless. I cannot reach them by phone or email and have raised a complaint with Paypal. They won't even tell me where I can return it! I am totally dismayed by the shoddy and non existant customer service and would warn anybody strongly to keep way from these people. The company is also known as Wholesale spa covers. read more

6/14//2013 I had a spa delivered to my home and on the first day it started to leak. I called their service tech and he in turn called a local tech. Local tech showed up and could not determine where the leak was coming from. He told us to let the concrete dry and then run a pump one at a time to see if we could isolate the source of the leak. We did that and he determined that it might be a loose jet. I aslo told the local tech that I want any foam removed to be replaced. LPI service told him to replace the foam with the pink fiberglass insulation. I was shocked that he was told that. 7/22/2013 I again called and asked when the technician was going to come out to repair my hot tub. after being on hold for over 15 minutes LPI said that none of my information was put in the system. He put my info in the system and said he would call the technician and call me back. 7/29/2013 after no call back for a week, I called LPI and told them to either come and pick up the hot tub of replace it. He told me it was my responsibility to call the technician. I asked him "why is it my responsibility after you told me you were going to call him and call me back." So having to do his job, I called the technician and says he will be out this week. Beware of this company. I truly think there is a lack of communication. They will also try and talk over you as you are talking making it difficult to get your word in. read more

Like the other reviews of this company they are not good to deal with. I purchased a replacement pump motor for $450 ended up not needing it. Only had it for 3 days. I never took it out of the box. They will not take it back!!! I understand the 25% re-stocking fee but they said I would have to pay for what it cost to ship it to me and to ship it back! No where on invoice is there a shipping charge. I have had nothing but problems with the Dr. Wellness X6 spa I purchased from them. DO NOT DO BUSINESS WITH THEM! #leisureproductsinc I couldn't even give them 1 star! read more

I bought a hot tub from Leisure Products and I have had it a year. I have replaced the motherboard twice and the heater once. The parts are defective. The thing is always broken down. When you contact the service department, they will tell you it will take a few weeks to get you the part you need. Each week you call back they will tell you it will take another week for them to get the parts. Seems they are hoping you will just go away and they won't need to replace the parts under warrantee. I have contacted the BBB and filed formal complaints because, as of today, I have a broken hot tub sitting in the backyard freezing up in the snow because they won't send me a replacement heater. Buyer beware - save your self the stress these guys have caused me - go somewhere else to buy your hot tub. read more

Dont' do it is all I can say. I bought brand new spa 9/14, leaks / issues from beginning. Their support is non-existant. I have a 4500$ g-2 spa sitting in my playroom empty - salt system didn't work properly, lights work intermittently, stainless jets rusted. Reported to BBB, and currently disputing with legal. DONT buy anything from these people. read more

I bought a replacement jet for a hot tub they sell. The parts department advised that it was the correct fit. It does not fit hot tub and they will not take it back nor will they match the parts number so I can get the correct jet. Do not trust this company. read more

Ordered a hot tub cover for $300 pitted within months from rain only. Inserts were 3 sheets of foam not one and cheesy bump up piece for height at middle. Pro rated warranty with shipping $150 for new inserts. They felt they were doing me a favor. Never order from them. I won't be,fooled,again. read more

I was sold two defective spas by this company! They didn't have any way to repair it - all they could do is send some under qualified teenager who tried to sell me cell phones instead of getting the hot tub repaired! They refuse to take responsibility for the defective! Purchased multiple hot tubs with electrical and leaking problem. Stay away! read more

They don't deserve the one star but this site insists on a rating. LPI requested service on warranty work for a product in a town near by. After telling Justin, service tech, that the Not To Exceed would surpass the $195 he issued, he assured us not to worry about it, he'd take care of any increases, it wasn't an issue. It was made explicitly clear to Justin that the only way we would take this job was if we were to paid by company credit card upon completion. Again, Justin said that was not a problem. On 4-21-14, we did the work, the bill exceeded $195 as suspected, upon calling him with this information, Justin told me 'no problem, I'll connect you to accounts payable.' Once connected to accounts payable, I was sternly informed they do not, under any circumstances, pay with a credit card. Jeff Cardin, customer service manager, went so far so to tell us that we exceeded the NTE, that our hourly rate is too high because, as an example, his wife doesn't make as much money as we are charging and she is a nurse. Seriously. He then went on to dispute our mileage fee and the travel time we charge on all out of town work. Jeff then told us that we would only get paid the $195. He couldn't seem to grasp the concept that our first hour, the initial service call, is a slightly higher rate than each subsequent hour. He couldn't seem to grasp that while google maps may show mileage, actual mileage can vary somewhat based on detours, rough road conditions causing the tech to use a different route, ect. He continued to tell us how much we should be charging for our work. We finally received payment on 5-16-14 for $195, not the $347.15 our bill totaled. This is after after pleading our case to the accounts payable person, Jorge. After being in business for 27 years, I accept responsibility for my mistakes in accepting this job: failed to insist on a new NTE amount, failed to get the credit card # before the work commenced, although I tried, failed to write the invoice in such a manner that our initial service call was spelled out in 3rd grade language and I failed to trust my gut instinct and JUST NOT ACCEPT THIS JOB. Lesson learned? Trust your hunches and not work for this company again. Then try to warn as many contractors of the unethical manner in which Leisure Products, Inc operates. read more