Litehouse Pools & Spas

I have been very disappointed with Litehouse Mentor location refusing to make good on their Christmas tree warranty. I bought a beautiful tree from Litehouse in November 2020 after a lot of research and shopping around. The staff were very helpful in explaining the structure of the trees and the two main differences in the lights: stay lit incandescent bulbs and LED bulbs. They gave me confidence that either type of bulb would work well and last long and directed me to focus on the color of the light (a softer/warmer white from the stay lit or a cool white from the LED). I chose the warmer white stay lit because even with my former Christmas tree from Target, I never had trouble with the incandescent bulbs. This tree has been a lemon. We have had to buy $150 in bulbs in less than 5 years. And every time I take the tree in to be serviced by the warranty, they tell me it’s the bulbs not the wiring. I have operated the tree within the normal range of use. I have stored the tree in normal rooms of the house where people store their trees. My husband has handled the tree with care when assembling and dissembling it. How can a tree lose a third of its bulbs in less than 5 years and not have some sort of wiring problem? While the bulbs are technically not under the warranty, common sense and experience would alert someone that a tree that is losing THIS many bulbs every year is having some sort of manufacturing defect. They do not explain how they check the tree for a manufacturing defect. And the last time I went in they just told me it would be cheaper to buy $100 worth of bulbs than have their technicians replace the bulbs one at a time. However, I feel they SHOULD have replaced the bulbs one at a time to verify that it was not a wiring problem and then charged me the bulk price for the bulbs. I believe I was sold a lemon of a tree and they are unwilling to recognize that and make good on the warranty. I won’t be buying my next tree from Litehouse. Their warranty and customer service have not proven to be worth the price of their trees. P. S. I tried to take my tree in last January and they had packed away all their Christmas supplies so they were not able to service it. Per the managers recommendation, I put reminders in my calendar to bring the tree in as soon as the Christmas trees were on display and before my November 21, 2020 purchase date which would be in the 5 year warranty for the lights.

Now as far as standing by their products I think Litehouse needs to find a different supplier. I’ve had a pool for 20 years now I needed to replace my winter cover last year and purchased it from them. Only to find when we put it on this year water came right right through it there are thousands of small holes through out the entire cover it is clearly a DEFECT in the cover it’s throughout the entire top. They will not cover it saying it is puncture holes! So I now need to purchase a new winter cover. Even after reading what the warranty covers it should b covered. They will not even look at it only the pictures that I had to send. I won’t be buying anything else now from them I will find a new place or order online. I’m disappointed I spend a lot of money here all ya gotta do it look me up in your computer to see I’m a good customer. This is poor customer service I will be passing this on to all my pool friends here in Erie. OK NOW UPDATE: called the district manager! Couldn’t of been nicer! Offered me 25% off a new cover but we won’t get another one from them because if it would happen again. At least he offered to do something and was very nice. On another note the employees are not very friendly. The manager needs to be replaced I’m in here a lot he could look right at me and not say one word! And another thing let’s offer some help carrying things out to your car! I buy heavy stuff all the time and not once did someone offer. One star probably is even to many.

Literally, one of the worst buying experiences I’ve ever had in my life. The customer service is horrible. The problem-solving is horrible. And the lack of solutions when something goes wrong is completely unacceptable for products this expensive. I absolutely 1000% regret my purchase with lighthouse pools and spas.

1/1 experience, would do business here again. Customer service with Fernando is great, always happy to visit the store.

I have to agree with some of the reviews about their customer service. I have dealt with three of their employees and I've had good customer service from one, Deb. While my hot tub took FOREVER to arrive, she remained patient and helpful. When I call, I only speak to her. I got a great deal on my hot tub so it was worth the experience. I give this place three stars simply because one of their employees carries the weight of them all in regards to customer service. If it were Deb handling everything, I would give it five stars.