Verified Company
Whatever you do do not purchase anything from them! We purchased a brand above ground 27 foot pool from and had it installed in April. The leapfrog has never worked. There’s never any chemicals in the pool, the pump died about a month later, the heater they sold us doesn’t heat those pool at all.. and to top it all off, after not using the pool for a month and getting ready to shut it down this morning, we discovered a significant amount of water loss and we were able to locate the hole which was about 1 inch when I called the store. The gentleman was somewhat nice, but basically told me to email him a picture and he was gonna contact their service department. While water was gushing out of my pool. I contacted the service department on my own and spoke to a lady named Amy, who in better terms was nothing but a witch. She was beyond rude and did not care about our issue at all the moment I mentioned liner she dismissed me and said that’s not covered. They only cover liners if they rip at the seam right after install. She did not even ask me where to rip was, I calling her back twice. I tried calling the store back same thing happened. We spent over $20,000 between the pool and installing it and fixing The yard after they installed it and made a giant mess. Fast-forward a couple hours later Hole went from being 1 inch A good 6 to 8 inches and water gushing out, my husband was able to Patch it, and you can clearly see it started from the seam and ripped down. This is a brand new pool installed by their guys Who I have pictures of standing in my brand new pool while installing Smoking. After they installed it I went to The store and brought that to their attention and they did not care. I them that the ground was uneven, and I could feel the bumps and was told to take a rubber mallet to it. No thank you. I was told this liner was durable and look at us now. Flooding the neighborhood and they don’t care. They only care about your money. We will be getting a lawyer involved and going to the BBB. Customer service is non existent at the store level and crop level. We are going to pay another 3k between a new liner install and water and they don’t care. This pool has not been used a handful of times and has not been used in a month in general. Sad that this is how they do business. Stay away from them! There is so many pool stores ( to my surprise when calling around today looking for someone else to fix what litehouse won’t) .
Reply from Litehouse Pools & Spas
2024.09.13
Thank you for your comments. Liner seam separations are covered under warranty. If a seam, separates, it will separate into a very large hole. A tear in the liner is much different and sometimes when there is a tear in the liner it will tear toward the seam. These are completely different things. The manufacturer warrants against a seam separation, not a rip in the liner. Fortunately, a liner can be patched/repaired while the water is still in the pool.. Typically if a seam is bad, you will know within a few days of installation as it separates almost immediately upon the massive weight of the water.
