See above. Very poor service. Felt taken, once purchased, all quality service and professionalism stopped, only out for the buck. Sales persons rarely available after sale for questions, rest of team (and management) unaware / no communication between one another to better service there customers. Only reason I purchased the hot tub from Litehouse was because of the line of spas they sold, Sundance. No other companies around this area carried this line. Unfortunately Litehouse has a good spa to sell but that's all they do.
Description of Work: Received hot tub on the afternoon 5/21/08. At that time the delivery people had no order for the Cover mate (and installation of) and Resin Steps, per our receipt. The delivery person verified with Jim that we should have received the above. The delivery person stated he would come out the following week ( which would have been 5/26-30) to bring the cover mate (and install) and steps. With understanding they would follow though with the above items. My husband and I went directly to Lighthouse Pools and spoke with Jim during the first week of June. It would have been 6/4 or 5. We had questions about the care of the spa and to directly tell Jim we still had not received the above items. Jim once again promised us that next week (6/9 -13) we would receive the items. Called again on 6/12 at 6:00pm. I spoke with Anthony, he was the manager. ( I was new to owning a hot tub, so I called occasionally with issues, primarily about set up and chemicals.) Anthony stated that Jim was off and he would have to contact him in regards to the above, he knew nothing about it. But he asked me to call him in the morning and remind him. So the morning of 6/13 I called and asked Anthony if he got in touch with Jim. Anthony at that time turned the phone over to Matt, who is now the manager. Matt informed me that he was really busy, although not an excuse, he says, it is still Jim s day off and he too (Matt) knows nothing about this and would have to contact Jim. He does state that they did receive in a set of stairs and a cover mate and it could be ours. Note: no one ever told us that these items needed to be ordered in, I thought they had them in stock. I called again Friday night thinking that there might have been contact with Jim. Matt assures me that it was his day off and no contact was made. Saturday came and went with no phone call from Jim or Matt or Anthony. (3 weeks and 2 working days have come and gone) Called 1:14 pm June 18th with customer, they took my name and phone number. Sometime between these dates June 18th and July 3rd. Jim contacted us that the Covermate was at the store but the service department would take for ever to come and install it and he (Jim) just was not a handy man or he would come personally to do it for us, then asked if Bill (my husband) would be able to install it and he would give us $100.00 worth of chemicals. We agreed and Bill picked it up and installed it. July 3rd personally stopped at store. We were informed that we had not received the correct chemicals and testing strips. Went to counter and informed them of Jim telling us we would receive free chemicals, they gave us the testing strips but had to purchase other chemicals. Asked if our steps had arrived, Matt was there and three other employees in which none of them made any effort to look or give us any assurance that they were ordered or anything.
Rating Category
Rating out of 5
quality
2.0
professionalism
1.0
responsiveness
1.0
$8,200
Response from Litehouse Pools
They were a referral from a friend of theirs who purchased a spa from me. They purchased an 07 floor model for $7199.99. Reg. $10,500.00. They added a coverlift and steps. I called them the day of delivery to walk them through the start up and found the lift and steps had not been delivered. This was a paperwork mistake made by LH. Member's husband came to the store where I explained chemicals, gave him steps and stated we would be out to install the lift. She called a few times with questions that I always took time to explain. This is our service departments busiest time of the year and I was having a hard time finding them at a call near them. I made an offer to the husband that I would come to his house on my 1 day off to install the lift or if he would do it {it's 12 screws] I would give him $100.00 in chemicals no charge for the inconvenience. He chose the latter. He came to the store a couple weeks later for chemicals he needed and was given $60.00 worth N/C and told he could get the other $40.00 when needed. I asked if putting the lift on himself was worth it and he said it was easy and " Well worth it". He also stated that they were enjoying the spa. I do not want an unhappy customer but calls to her since this complaint have not been returned. I took it upon myself to contact another organization like yours and with 18 stores and thousands of pools and spas sold this year, this was the only complaint. Litehouse has been in business over 50 yrs and has earned a very good reputation for taking care of our customers. He seems to be happy with us and if she would call me, and there is still something that she wants and she is fair about it, I will be happy to take care of it. Jim Furlong-Sales
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Service Categories
Pool and Spa Service,
Pool Sales Construction and Installation
FAQ
Litehouse Pools is currently rated 2 overall out of 5.
Sunday: 11:00 AM - 5:00 PM
Monday: 10:00 AM - 8:00 PM
Tuesday: 10:00 AM - 8:00 PM
Wednesday: 10:00 AM - 8:00 PM
Thursday: 10:00 AM - 8:00 PM
Friday: 10:00 AM - 8:00 PM
Saturday: 10:00 AM - 6:00 PM
Litehouse Pools accepts the following forms of payment: American Express,Check,Discover,Financing Available,MasterCard,Visa
No, Litehouse Pools does not offer free project estimates.
No, Litehouse Pools does not offer eco-friendly accreditations.
No, Litehouse Pools does not offer a senior discount.
No, Litehouse Pools does not offer emergency services.
No, Litehouse Pools does not offer warranties.
Litehouse Pools offers the following services: Pools, Spas, Grills, Outdoor Furniture, Billiards, Tanning Beds, Service & Installation, Christmas Trees (during winter season only)