10 grand on a hot tub and they can't even hon the warranty for 3 years witho charging $150 service fee just to come out. it's under warrant! The owner has no shame. read more

This company is completely incompetent, they sell off ordered products to walk ins instead of the person who ordered it. Workers are poorly trained and can't answer questions about their own products either guessing or giving wrong information so you leave. They also give timeframes for return calls that they never meet, and will not call back until you call them again. read more

Bought a $10 k hot tub from this place. Had it delivered on Friday October 1, 2021, and the electrical hookup completed on Saturday Oct 9, 2021. Filled it up that same day. Received it in damaged condition. Someone put a forklift through the access panel and hit one of the pump motors with the forklift, and the pump is spewing water everywhere, rendering the brand new hot tub not useable. The delivery guys took a picture if the damage and sent it to the corporate office, but they claimed they never got it. Filled it up and questioned why the water level was going down, and that there could have been a possible leak, only to be told thats normal evaporation. went in to Lighthouse the next day ( monday, Oct 11, 2021) to have the water tested (this was prior to my knowledge of the leaking pump) and again told it was normal evaporation on the ground as well as the water level inside of the tub. Bought a ton of chemicals and other items for maintaining my unit as this was a costly purchase and I want it to last. Fast forward 1 week later, Monday Oct 18, 2021, my family was enjoying the tub for about an hour, got out at 1:30 pm, put the cover back on and came back out at 6 pm to discover the water level dropped about 6-8" in that short period of time. Called and spoke to A store employee and he said to call service but they would most likely not get the message for 24 hours. Never heard back from anyone so my husband called the store and the same answer, call the service department. We did, and got an appointment finally on today, Friday Oct 29, 2021. Service guy came out, opened the cover, and was surprised there was no water in the tub... well, thats because it all leaked out! So, he waited an hour or so for me to refill it and announced the pump is shot and we need a new one. He called the corporate office service and also stated the damage from the forklift to the access panel and was told it would be 6 months for a new one! This access panel has the hole in it where the heater is located and winter is coming, and I'm afraid the pipes will freeze! Called the repair office about two hours later to find out if they indeed do have a replacement pump to be installed tomorrow and the service man said, and the lady who answered the phone was extremely rude, tried to cut me off, and said she was too busy to get to it right now. Really? Its not like they did'nt know this has been a problem for a few weeks! Poor customer service. Inquired about getting some money taken off the price for the damages, loss of water, chemicals and loss of use, and she flat out said " we don't do that" ! Again, poor business. So I am stuck with a $10k hot tub, can't use, leaking water from the fill up this morning again, and have no idea when the pump will be replaced... and they won't take it back! Had I known this was going to be a fiasco, I would never have bought it, especially from Lighthouse pools. Poor customer service and I should have refused it when the shrink wrap was removed showing the damage from the forklift in the first place. Buyer beware! read more

I have spent a lot of money in this store over the years. I wish I had read these reviews earlier. I have been very unhappy with service and the treatment I have received, I will never go to this store again. I was verbally attacked by the manager after I told her that one of her employees was rude to me. I was in shock! read more

i ordered a solar cover online. got response quickly that order was recieved. waited 2 days, called them. tara found order to be ready for pickup. i asked if they do curbside. she said they were understaffed due to covid and very busy. she was kind enough to take the time to tell me the best times to come when they werent busy and to call the store on arrival. i did that the next day. again, tara answered the phone and said to park in front of the store and she would grab a dolly and come out. it was pouring rain. i felt bad. she said no big deal as we wrestled the big box into my jeep. she thanked me and ran soaking wet back into store. she thanked me??? i tried to thank her. now that is " customer service " above and beyond. if tara was my employee i would give her big bonus along with free hot tub to soak in after work cause im sure she is physically hurting after her workday. read more

would have given a zero rating if they had one...the Medina location is the worst Litehouse location. I was treated so badly!!! The female manager is the worst unprofessional manager. I can not believe Litehouse would employee a person like this at all. She After spending an outrageous amount of money on chemicals to remedy my pool, which did not work. This manager has the gall to refuse to give her name, correct the problem and then hang up on me. I had been taking water samples for at least 3 weeks the last water sample I took in the man suggested more chemicals to purchase. We have purchased their algaecide products (maintenance and algae killer...their shocks....their flocculents...everything NO CHANGE!!!!! A lot of money but no change!!! He tested the water took us over and told us to add this Green to Clean Product wait 5 minutes add the 2 pounds of shock( all these products bought at that store).....which we did exactly. The following day we noticed no change in the pool...we called the Litehouse again they sold me 4 more bags of turbo shock. No change called again on 9-2-2018 left a message no return call...waited until the afternoon and called again reaching this female manager. At this point she states I reviewed your samples and our staff would not have sold you that chemical with your water out of balance and I wasted all my money. Obviously at this point I am upset, she then told me she knew the person who sold it to me and he would not of suggested it to me....calling me a liar!!! DO NOT GO TO THIS LOCATION YOU WILL WASTE MONEY AND TIME!!!! I SPENT AN OUTRAGEOUS AMOUNT OF MONEY AND TO BE TREATED THIS BADLY....THEY DO NOT KNOW WHAT THEY ARE DOING AND WILL NOT STAND BEHIND WHAT THEY TELL YOU DO TO REMEDY THE PROBLEM...TOTALLY UNPROFESSIONAL!!! SAVE YOUR MONEY AND WALK AWAY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more