Litehouse Pools & Spas, Aurora OH

I purchased an extra heavy duty blue black solar cover on 6/16/22,9/9/22,3 months later the cover is delaminating. In its current state it looks worse then the 3 year old cover I threw out earlier in the summer.

Lighthouse doesn't stand behind their customers, or their products.

I spoke with Dave Hastie from Strongsville and this became apparent when he said there is nothing they can do because the covers are only warranted for seam failure.

He tried suggesting the cover failed because of unbalanced chemicals. If that were the case my vinyl liner of 7 years would be toast. He also said he may have been able to help if I purchased their premium clear cover, but since my purchase was the extra heavy duty one I was out of luck.

The 200.00 money I wasted on this cover will be the last time I purchase anything from Lighthouse. If I drive a few miles further there is another pool store I've never had issues with.

Nice people that work there sometimes there’s issues like always but they always try to work through it just be patient everything is a process

We have a small, above-ground pool. Litehouse has friendly and knowledgeable staff, along with a good selection of supplies. They have helped keep us running and improving our pool over the last two years.

Worst experience of my life. Purchased a pool on March 21,22. The pool was delivered the 2nd of the week of April and is still holding my garage hostage. The problem is the salesmen are only trained to sell. My problem is the Aurora store procrastinated on obtaining the permit for the pool installation. My original install date was 5.19.22. But guess what? No installation because Litehouse has failed to obtain the permit for installation. I would recommend a different store or buying your pool online from Amazon. I will be returning my pool which is very disappointing because I purchased it for my daughter's 21st birthday which is in six days.

Very helpful staff. Went in for a water sample and go exactly what I needed to fix the problem without an upset. Thanks for your help, it was painless!

Top notch service. Saw me walking in the parking lot into the building with a pool filter in my hand. By the time I got in the door I was professionally greeted and another employee had already grabbed another new filter off the shelf for me knowing exactly which one it was. I walked in the door and right to the register, I checked out with everything I needed in 30 less than seconds. What a great service experience.

Absolutely horrible experience. Bought an above ground pool with a guaranteed installation date by end of May. Wasn’t even delivered until beginning of July. We were fairly understanding due to covid. But they never installed. Finally had to pay another company more money to install at the beginning of august. Lite house told us multiple times we had all items to open and close the pool for the first year As part of what we purchased. We were missing most of the chemicals and parts and they refused to help or give us. Have been back three separate times in the last week to get the correct items. Been given different instructions every single time. Now have to go back a fourth time because once again missing chemicals and parts. Absolutely absurd company. Would not recommend to anyone.

We waited three months to receive our pool, when we were told two weeks. When it was finally delivered the filter and pump were missing. That took another month to receive.
Not a single pleasant experience!
I spent a lot of money to not be able to swim.

Once you buy your hot tub the service is over. Deliverers indicate that they do not know anything and receive little training so the company does not have to pay them more. No manual with the hot tub. Rude workers at the store. The list could go on.

Not understanding how a pool place never has pumps and filters in stock? You should always have your essentials in stock just poor business practices

Was very helpful! Even when I was being a pain they stayed very professional with me. They also let us return the pool we bought from them with no questions asked.only reason we did because we could get it quicker through our contractor. Definitely will go there if we need anything!

If you are concerned about covid19 don't go here. Kenny, had his nose hanging out the whole time, if he had a mask on. They were out of what I needed, which is no big deal, except they had me pay for it first and stand and wait for ten minutes. A truck driver for lite house came in, no mask and shaking hands, also made fun of social distancing. I have gone i n here a handful of times over through past 3 years, and I always leave frustrated. Never again.

The reason I am giving 2 stars is because of the service department. They should be put out of business. They are rude, unprofessional and do not care about the customer.
When we had our pool installed 3 years ago the installers smoked and left trash all over the yard. They also threw away all the instruction and warranty manuals. When they were installing the pool they rushed through everything and I noticed they did not put a cove at the side of the pool. When I asked about this they said I had the foam coves and do not need anything else.
Well, three years later we can feel the bottom brackets of the pool that are almost puncturing the bottom. When I called the service department it was nothing but the same. Rude and uncaring.
When I told him what was happening he said I needed a full replacement liner. He wouldn't listen to anything else and told me to go elsewhere if I didn't like his answer. When I asked about different options and the warranty he did not say anything other than, "oh well. "
If I had to get another pool I WOULD NOT BUY FROM LITEHOUSE! They have a great sales team at the store. Too bad their service team needs an overhaul.

I am not one to write reviews, especially a poor one; however, I would never want someone else to go through this. We purchased everything for a pool (including a $3,600 heater) and hot tub in the fall of 2019. We had the pool installed in late fall so it would be ready for use by Memorial day weekend this year. Unfortunately, we were sold a nonfunctioning heater (Hayward Heat Pro). It has never been used and was wired by an electrician (referred by Litehouse). I contacted Litehouse and was informed that I needed to go through the manufacturer. The manufacturer directed me to a third party business that is unable to have anyone out for diagnostics until mid-June. Also, you must go through a manufacturer partnered third party business or the warranty is void. After diagnostics, the third party business will order the necessary parts from the manufacturer to come back at a later date to repair. The third party business informs me that it will most likely be July before it is fixed. So, we spent over $3,600.00 to get the extra months of use and that clearly isn’t going to work out. I go back to Litehouse in Aurora to offer an opportunity to make me a happy customer. I ask for a manager and that salesman responds with, “that would be me, relatively speaking. ” He then explains that they do not have a store manager at the moment. The salesman offers to do some research and call me back in 2 days. He calls back today and says his hands are tied and I must go through the manufacturer because once the unit is at a consumers residence, Litehouse is no longer responsible. So, Litehouse sells an expensive unit, delivers it to a residence, and then has a “you’re on your own now” business practice. How does one know if it is a faulty unit until it is installed? You don’t! They will take your money, but will not stand behind the products that they sell. As a consumer, I feel cheated and deceived. The pool heater should have been replaced. When I informed the salesman that I will never purchase anything from Litehouse in the future, I was met with a simple “okay. ” Please be careful purchasing from Litehouse as once they have your money, you are on your own.

The only reason I'm giving lighthouse three stars instead of five is because their chemicals seem to be completely inferior compared to some of their competitors. As far as the company and the store goes, this is probably one of the nicest lighthouse locations you're going to find. They have an amazing selection of practically everything you could ever want from pools to spas, saunas, games, massage chairs etc. Again, my only issue is that every time I've ever purchased a chemical for my spa at lighthouse I might as well be pouring more water in the tub. The stuff is completely inert and my experience and I just buy everything from Ohio pools and spas.