Bought a hot tub from lite House Pools and Don and Dakota were the upmost help. Don followed up on our new cover and Dakota checking our water it has been a match made in heaven. Thank you for all your help read more

After 30 years of buying all supplies for my inground pool I needed liner replaced. Bill who runs service said he would not even come out to look at the pool to quote replacement because 'we might find issues and we won't do it now or ever'. I'm sorry, the guy running the service department doesn't want to provide a 30 year customer with help?? I really thought that is what service departments do. Way to go Bill you provide superior customer service (not!). read more

I wish I could give them negative stars. my service has been so horrific. long story short they had me drive almost 2 hours to strongsville to sign so it's "set in stone" (employees words) he says they will set up delivery and installation, everything. A few days later I get a call they have to cancel since I'm out of their range by a few miles. Don said he would send me a check for my payment They collected days prior. Also they collected it prior to me receiving the product which is kind of interested as well since most places don't actually submit the amount and charge until your purchase is received. Corporate refused to send the check. so they call me and say I need to drive 2 hours to get a refund or file a dispute on my card. So I file the claim. It has been months and they have refused to give my $4,879.43 back. I have not recieved the pool. They are claiming I have. How can I receive a pool that you called me to tell me corporate cancelled? I don't want to bore anyone with going on because they have been TERRIBLE. I HIGHLY DO NOT RECOMMEND THEM. They are scammers. They have been difficult to deal with when I call as well. They are trying to steal almost 5 grand from me! I am going to most likely need to hire an attorney. Over a pool they refused to deliver and install going against the paperwork I signed in office. It's actually insane and I'm in shock. Oh and to top it off I was told on the phone by Don and another employee in corporate that don't worry your dispute will be approved and you will get your money back. This is the second round they are denying. And when I called a couple of days ago the employee told me we refunded you but your credit card company is lying to you. Which is also false because when I called my credit card company Litehouse pools is claiming I received the product and I have it. So THEY are lying. I would never. Ever recommend them to anyone. read more

horrible customer service if you're not there to spend a ton of money to buy a hot tub or a giant pool !!!! I went in for regular maintenance parts and I feel a two-year-old would've been more helpful. The child may not have rolled his eyes every time I asked a question like they did completely and totally dissatisfied with the associates working read more

During the purchase of the hot tub everything is great! The moment you get it home is another story. I have had issues from the purchase. It has a leak that still has not been fixed. They have been out to look at my hot tub more than I have been in it. read more

I would never recommend lite house to anyone. This whole process has been beyond frustrating. During the sales part of this, everyone was beyond helpful and communication was great until they got my money!! Sales told me everything exactly how I wanted to hear it. Also assured me if things didn't work out returning everything wouldn't be an issue. I took a video of my property to the sales professional who assured me that we would have no issues and everything was going to be great. We bought everything they recommended. All this back on March 31 because they kept pushing that prices would go up in April. They informed us that install would be mid-April beginning of June. Here we are almost in July and we finally got someone to come out last Friday from the dig team. This guy made it seem like he was going to be digging up Mount Everest in our backyard and called his supervisor who also made it seem like this was the hardest project they have ever seen. They said they wouldn't be able to dig and we now need to find someone to put up a retainer wall because this was such a hard job. I went to the store in Strongsville and asked for a supervisor to call me back and they took my name and number - and of course he didn't call but had a sales representative call and give me the wrong info - until I called Bill the install guy. Here we are now, frustrated and working on getting them to come and pick up the pallet of the pool and all the stuff we bought - because we no longer want to deal with all this crap. We have been waiting for 5 days to hear back from someone on when they will pick up the all this stuff in my garage and not one peep from anyone. No communication whatsoever. Finally called them - they are trying now to charge me a 15% restocking fee. What a joke!! They rip off their customers. This is hardworking money and they are a mess!!! Long story short - we are not getting this pool for the kids this year - we will not next year go back to lite house - nor would I ever suggest them to any friends or family read more

Are pool was just installed the bad part is that they only install the pool told us the rest is up to us was missing alot of prices made many of trips to the store in Strongville. Customer service had no idea how the pool is installed or how to put wheel liners. it cost $150 just for them to come out and $75 after that they tell you to watch video on how to do. very dissatisfied read more

One Star is too good. Charging customers $150 service call fee (local) to fix a hot tub still under warrant. Customer service ends once you purchase the product, then they don't car. This goes from the owner on down. read more

extremely poor service. waited over 2 weeks for a service call only to be told they didn't work on my spa that I bought from them. I gave them the make of the spa when I scheduled the appointment but she didn't listen. now I have to wait two more weeks for a real Spa company to service the spa. Next spa comes from so else read more

In Aug 2019 we purchased a house with a pool. Litehouse closed the pool while the sale was pending. In April 2020, this past Tuesday Litehouse opened the pool, or was supposed to. They took the cover off, installed the ladders, added chemicals and then moved to start up the system. The system ran for 4 hours and stopped. The PSI on the filter was 20. Called the next morning and they sent out 2 new pool professionals. Same thing, system worked for 4 hours and stopped. Frustrated, I called another company and a week later the pool is clear and running beautifully. In summary, Litehouse pools busted a dial off the chlorine filter, tore a brass pool cover anchor out of the cement, didn't start both skimmers hence the flow issue that caused the system to shut down, put the fountain inlets in the pool and pool inlets on the fountain which are leaking and they put the flow valve on incorrectly. the fountain leaks everywhere when you turn it on. Never cleaned the filter before installing it and never put DE powder in the filter (all chemicals were included with my opening package) which caused the 20 PSI reading. It's supposed to be 10PSI. As new pool owners we were assured by Litehouse that they would explain and educate us on our system during the pool opening while taking our $420 payment. After 4 litehouse representatives visited my house with no resolution. I called for a 50% refund since they only completed 50% of the work and was told, "We opened your pool, not our fault it's not working we can give you a $50 store credit". I refused the credit because i refuse to give this company anymore of my money. Customer service was horrible. The Service Manager Bob was unprofessional on all accords. Never again will I use this company. At the end of the day I paid another $200 to another company to do the same work Litehouse was supposed to do. Never again will I use Litehouse for anything. read more

I have got 3 pools from litehouse never again Once they sell you the pool they want nothing to do with you.. The install Joe the worst... EVER read more

Reviewing every Litehouse I can. 5 stars for this company if the scale is for CROOKS! This company's pant are on fire! 8 alarm blaze! TERRIBLE! Run don't walk away from Litehouse! read more

Let's start with saying that I cannot believe that this place is still in business with the poor customer service and lies that are sputtered from the service personnel and manager Eric, of the Mentor store. Before I called Litehouse I did look around due to already having bad service with this place. However I thought different location maybe better outcome. I never have been more wrong. I called the Mentor location for a liner. The size is really not relevant. It is not an odd ball size and is very common. When I called I asked their sales representative if they have the liner that I needed in stock. Yes was the answer. So we went through the deal, the same day my husband drove from Ashtabula to Mentor and paid cash just aroun$1000.00 for the liner and the install. WE were told that we would have the liner installed by mid April. (2021) The call was place beginning of the second week in March (2021). We were also told that the "Corporate" would call and set this up, install would be weather pending. So we waited, and waited, and waited. NO CALL. My husband called April 13th. He asked what is going with the liner. Now remember we called. (from Litehouse) Oh ... we don't have that liner any more ... Wait what ??? Its paid for how do you not have the liner. Then they said for $ 150.00 we can give you another liner. So my husband tells me, my head spins and I then call. I get the same line of BS.. They want to up sell another liner. I am also told, by them (Erik) that this happens ALL OF THE TIME. Their system will show a product in stock when it is allocated to another customer!! (WHAT???????) I can make excel share information and be edited by several people and the same time and it stays accurate and current to the minute, but their computer systems can not? BS!!! They also pitched me the "better" liner for more money . I caved. He said they had four. He's call corporate and the installers. Wait... it gets better ... The call back, guess what they don't have the four. So I blow up. The MANAGER speaks to me like I am new. Well I have owned a pool for 25 years. I replaced a few liners (not personally.) I am not new at this. He tells me that the owner said "WHAT HE SAYS GOES". Are you kidding me what does that even mean? I asked for my money refunded. This is what I get.. "What card ? " "I paid in cash." YOU PAID IN CASH ?I cant refund it." Really???? We don't have that here and I have to contact corporate and get a check Blah Blah Blah Blah.. "When can I get the money ?" Not until next week . Some more mumbo jumbo about checks and corporate and the owner has to sign it and more BS.. Then he says I know that's a lot of money. AT THIS POINT ITS NOT ABOUT THE MONEY ITS PURE PRINCIPLE . I said : * They didn't call us to tell us any of this over a month * We did the due diligence and made the inquiring call and found out * When did they plan on letting us know? Ohio has three good pool months if there is no heater * WE PAID UP FRONT. * The owner has a very bad attitude of customer service. Now today I get this call. The owner is away and cant sign the check so it wont be until April 28th until they get the check signed. WHAT THE HECK ??????? Take money not pay it back. Do not provide the service. Do not make the needed phone calls. Horrible customer Motto!!!! read more

Nice folks, but uninformed about pool filters. They sold me a part that takes 2 strong men to reassemble due to the internal spring (learned this via YouTube video). Apparently they could have recommended selling me just a new piece altogether for not much more money. ...ordering that piece online today- filter will have to wait another day read more

Damn glad I did not get my pool table here. Felt that I was mislead by their selection of pool tables. I was led to believe that I was looking at an Olhausen Pool table when in reality I was looking at some off brand. Felt Like I was badly misled. I have had poor experiences at other Litehouse locations with pushy sales people that were clearly not very knowledgable. read more

Ordered a pool cue rack for my son for Christmas and was not sure if it would arrive in time. Called the main office and Scott was so professional and friendly. He said he would look into my order and call me back. Sure enough he called back a few hours later and told me my item had shipped. We rec'd the package in 2 days & assembly was easy. The product is very nice, sturdy and my son loved it for his man cave. I feel this company has great customer service skills and sells nice products. Will order from them again! read more

Very disappointed. Looking to buy a hot tub in the next couple of days. Stopped in to see comparable models as other stores. The salesman had very little interest in helping. Was more interested in bashing other manufactures rather than promoting their product. Was miss lead on pricing. Told one price, then told a higher price if you took advantage of their 0% financing. Not a small finance fee, we are talking over a grand. read more

Today makes day 62 since I bought and paid for my pool. Yet, it still sits on a skid in my driveway. I wouldn't recommend this company to my worst enemy. They took my money, dropped it off after lying and telling us it would be installed in 1-2 weeks. Haven't seen an install team yet. If you call to complain they ignore your calls. Call the install company and they don't reply either. Try to return it and they want to charge you a 15% restock fee. Buyer beware take your business elsewhere. Do not buy here. Litehouse doesn't care about families all they care about is money. read more

I called Lighthouse pools and spas for service on my hot tub. They said the service call would be $150 just for him to come out and $75 for a half an hour they also said that they would be out between noon and four. The service man arrived at 4:35 and he was extremely young and inexperienced. I called them out to check for a leak and he started telling me that my pump was fried my circuit was probably fried but didn't see the leak. We tripped the circuit breaker and the pump started up and the circuitboard worked fine and then we noticed the leak was in the circulation pump. He then got his paperwork out to write up my bill after about 15 minutes of being there and without checking to see if it was even the hoses that were broke, he proceeded to tell me that it would be $400 for a circulation pump and $75 for labor for them to come out and fix it. He then wrote me up a bill for $243 for that day and left. I am very dissatisfied that he was completely unqualified and when I called the manager he explained there is nothing they would do about that astronomical fee they charged me...so don't call Lighthouse Pools & Spas unless you want someone who is inexperienced to half ass diagnose your hot tub . read more

Bought an above ground pool a few months ago to replace the old one. Noticed it was leaking water the other day and found that there were a bunch of holes/rips under the ladder b/c of there being rocks directly under the liner. Which caused an abrasion with the ladder. Called customer service and they basically said "too bad, it's mother nature, there's rocks in the ground. It happens all the time, just tap them back under the sand with a mallet." Really? After 3 months??? Never had that issue with the old pool for the past 4 years we lived in the house. Apparently they don't stand behind their installation. read more

Bought our hot tub from them in 2013. The blower isn't working properly so I called today to have it serviced - it is still under warranty. The reason we purchased a hot tub from this location is that we wanted someone local to be able to service issues that might arise. WELL, guess what?? Litehouse no longer sells Sundance hot tubs...a major hot tub maker. I was given a phone number for Sundance and told that I would have to deal with them directly. Called Sundance and was told they have no record of this hot tub being purchased - that I would need the original receipt to prove that we purchased the hot tub from them (or proof from my credit card company or bank...no clue how I paid for something 4 1/2 years ago!). Litehouse would NOT provide me with a proof of purchase...although the customer service rep clearly had all my information simply based on my phone number. Miraculously found the paper receipt shoved in a drawer and emailed it over. I've already wasted my morning trying to get this service scheduled and still don't have an answer. What a joke. read more

Our dealings with Litehouse in Strongsville, OH have been nothing short of horrific. Rather than get into the weeds on this, let me just say that when it comes to Litehouse customer service, the CUSTOMER is ALWAYS WRONG. Buyer beware. read more