Received our hot tub today from Lighthouse in Strongsville. 3 polite hard working young men showed up in a truck with a trailer full of hot tubs.Within 45 minutes our hot tub was gently and professionally moved to our back deck.All wrapping removed, installed our cover, placed exactly where we wanted..I never expected they would do all this on delivery.Lighthouse should make a video of deliveries and place on website.Great service .Thank you.

Great pool and hot tub supply spot

I bought a winter pool cover in the Fall of 2020 and it tore at the seam where the grommets connect to the liner after only 1 season. The manufacturer wouldn’t cover the warranty and neither would Litehouse, even though they said it would be covered b/c it was at the seam, just not the right seam. They knew I bought my pool, pump, filter, all of my chemicals, floats, parts, quite frankly EVERYTHING! I try to buy everything locally to keep the stores in business and not on line. I’ll keep trying but not at Litehouse. I’ll try Leslie’s Pools.

Ordered a hottub in September and waited patiently for it to arrive. Little to no communication from either corporate or the store in Erie. When we called to inquire - they would simply blame the manufacturer. It was finally delivered and they refused to take the boxes and wrap with them, despite the empty truck. (hot tub went to a house with no garbage service - we told them this). We were super excited to finally use the hot tub. Filled it up and plugged it in. Nothing!!! NADA. Litehouse told us we needed to request a service call. Which we did. Blown fuse. They graciously ordered the $5 part but wont put it in unless we pay about $175. Im just shocked. Wish I would have read the reviews. In particular BBB. They have a terrible rating.

With respect to the Strongsville location, I bought a hot tub in April 2021 as well as a patio set. The delivery team left the hot tub packaging all over my lawn for me to discard even after I gave a cash tip (to 3 of them). On another occasion, I called store for guidance on how to set up hot tub because I have never owned one, and left a VM. Never got a call back. Went to the store and there was a helpful young lady at the store that helped answer questions about the chemicals and checking water. The asst Mgr also helped answer questions about maintaining. Went back a week later (as of the day of this writing) because water was cloudy, so I needed it tested, and it was worst customer service experience ever in any store. Felt largely ignored, received snippy responses from workers when I asked about testing water and how to clean filters, and workers seemed to be at war with each other making experience on this day the deciding factor for me to never shop at this location ever again. Overall, give two stars because we love the hot tub and patio set but customer service needs substantial improvement.

Went to look at hot tubs. Nice things to buy but the prices are way too high

Patrick is really great he knows the products. He is still with the company, only he working in installation dept. A great guy. He helped us with a warranty on our pool. He truly cares.

Purchased my spa at the Strongsville store many years ago. I had problems keeping the water balanced and clear at first even after many trips to get water tested and seek advice. It wasnt until I went to the North Olmsted store that they performed a phosphate test which pinpointed the issue. After that, everything was very simple. At the time, I shared the resolution with several employees at the Strongsville store and was always met with strong skepticism, so I stopped going to that store.Fast forward to present time, I decided to give them another shot. I spoke with a woman this past week at the Strongsville store on two occasions who would barely let me finish my sentences. When I mentioned the word phosphates she would simply talk over me. I was trying to explain to her that more people may have this phosphate problem than they think because I have Strongsville (Cleveland) water and my phosphate levels are testing at over 1000 ppb straight from the tap on some days. I had the same problem when I lived in Berea (not Cleveland water but known to have high levels of phosphates). She told me that its not a problem for a spa because its drained and refilled every 4 months. Wrong. Unless I remove the phosphates immediately after filling, the water is impossible to keep stable even for a few weeks, let alone months.To say that I have been scientific about this over the years is an understatement. The phosphates simply eat the chlorine/bromine and its impossible to get the levels correct until the phosphate levels are under control. The Strongsville store is happy to sell a bunch of unnecessary products while they ignore possible phosphate issues. Note that they dont sell a spa phosphate removal product any more. Their preferred vendor Natural Chemistry stopped making it because the product was ineffective and destroyed filters. It was like pouring a jug of milk in your spa. (By the way, I recommend Kem Tek phosphate remover if you can find it. Almost unbelievable how well it works, just make sure you pour it over the filter.) Oh and their in-house phosphate test packets expired a year ago which could explain some things. The woman told me that those tests are unreliable... wonder why? I am providing this level of detail because I think this is a training issue and I genuinely hope they fix it and improve the level of service for their customers.I went in today for a water test and they are apparently not doing them this week...because of the Customer Appreciation sale they are currently running?? Now thats irony.Eventually the woman told me that I can go to another store if I didnt like their advice. That will be the only piece of advice I will accept from her. Never again. Time to try Great Escape around the corner.By the way, Litehouse still sells products on their website advertised as Sundance even though Litehouse was removed from their approved vendor list many years ago. So, beware when purchasing Sundance products from their website because you will be receiving a generic product.Update 1: Just read through the other reviews and every one that mentioned Strongsville indicated rude employee behavior, no exceptions. Most of them specifically call out the manager (by name) for setting a poor example. I dont know that Ive met the manager before, but the pattern in the reviews is undeniable and consistent with my experiences in the Strongsville store.Update 2: Just had my recently filled spa water tested at Great Escape, came back at 2000ppb! (The tests I have only go up to 1000)

Never answered their phone about questions we had...and when we went to the store and told them...nothing

Very rude older women . Counter girl was pleasant. Other women acted like a favor to get a oring.

Horrible service, internet sales was a Bush league joke advertised delivery never happened to jump through hoops to get my money back,after I bought same product from different lighthouse.

Nice place to shop

I bought a solar cover paid for it and was told it would be in on 5/26. I called to confirm it was in and they told me yes to come pick it up. I sent my son in to pick it up and they sold it from under me. I called and the manager was very rude, I called the GM and he was no use just gave me a song and dance. Never offered to help in anyway. This is not the first time I have gotten treated like this. They need some training on how to take care of customers. I will never use lighthouse again. I will be taking my shopping to Leslie’s and the great escape from now on

Litehouse Pools and Spa, Mentor OHI have to say we have NEVER been treated so rude.The District Manager, Al, smug and arrogant. No apologies when we went to the store because of their error.The Store Manager, Eric, sat at his desk and never approached us with an apology. Acted as though we were not in his store.I will never step foot in the establishment ever. I should have refused delivery of the hot tub and had delivery take it back!If zero stars was available thats what they would get. Very upset

So, rarely do I give anyone a bad review, dealing with the public in customer service everyday, however Lighthouse in Mentor has been such a disappointment, I feel obligated to warn other potential customers not to patronize this store! Once they have your money they do not care about you.... we were sold things we didnt need and things we did were never mentioned. We were very inconvenienced and after waiting 8 weeks for our hot tub had to wait additional weeks to actually be able to use it!! All with no concern whatsoever from the store manager Erik or Al the district manager. No apology, no concern, No customer service...Do not shop here 🤬🤬🤬

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, didnt 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. Its 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 its not working. 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.

Paula was wonderful to work with.

Excellent service and very helpful

Absolutely the rudest person manning the front counter just wanted some info as a new potential pool owner and I immediately got sorry dont have any pools and dont know what kind I may get so I cant help you 👎

Lighthouse dont install pools good go somewhere else. Then they cant admit they are wrong. Just look somewhere else people or youll have headaches because they have additive that they can do no wrong. Yea I agree with these other reviews that the managers are rude. Come on people listen too the reviews all the one stars are saying same thing. People are rude you pay money and once check clears or debit has went thruThey dont care after

Look elsewhere for parts and chemicals for your pool or spa. Litehouse stores are poorly stocked and the staff are always rude. None of the stores seem to have hot tub filters on the shelf. I call ahead every time to check stock before going. When I make it to the store on the same day they dont have them. Always say We can order it for you and have it arrive to the store next week. Or you can drive to here and buy them at this store. I went to this location because it is near my house. They claim they cant ship to my house unless I order from their website. However, the parts I need are not listed on the website. Today was the last straw. I had to deal with Pat the manager. The entire time Pat was rude to me in the Strongsville store. I told him I would look online at Amazon or another supplier for filters. While I was leaving the store, he used profanity towards me. Other reviews all seem to talk about Pats unprofessional conduct. Most of the staff I have interacted with in the Strongsville and Medina stores are rude and unprofessional. The pattern of rude and poor customer service is because they have managers like Pat. If managers can act that way it explains most of the staff does not care about the customer.

Hard to back 53 feet trailer. But very fast unloading

Terrible experience with Lighthouse. Paid for my hot tub on May 12th. I was told that if I bought it now it would be one of two coming in later that month for a June 1st delivery. June 1 came and went then they said June 25th. June 25th came and went now they say July 15th. Or July 7th depending on who you speak to. When you call the store they all say they don’t have any way of checking when it’s coming in. Poor communication and poor attitudes. No accountability. Do not give them your business!

Went to two separate locations one in parma and one in Strongsville. The associates at both were extremely nice. Very knowledgeable and admitted when they didnt know. They were willing to work with me to get what I needed without getting annoyed. I stopped at another pool store in Strongsville earlier in the same day and did not appreciate a comment I viewed as rude about my specific brand of pool. I wont be going back to that chain. But I recommend lighthouse all the way ! :)

Everyone at this location really took the time with me to determine my exact needs. I went in for a custom hot tub cover and before making payment, they took the extra time to call the vendor to ensure that this could be done. Went in a couple of days later, after the store spoke with the vendor, to make the payment and confirm delivery date.Will update upon arrival of cover if anything is not as expected! If not updated by December 2018 to January 2019, everything went smoothly and according to plan!

Worse experience of my life!!! Bought a pool in March wasn’t installed until AFTER Labor Day. The pool sat in my garage from March to September! I would call store and ask them to help me get contractor to respond. They said they would call him and call me back. Not once did they call me back.The pool contractor wouldn’t return calls. The staff at Litehouse told me “ we can’t make them come out there!” If you need a pool do NOT get it here. Very unprofessional, when the contractor did finally install pool they left garbage wrappers, cans, boxes etc all over the yard.I can’t tell you how glad I am to have this horrible experience behind me. BUYER BEWARE!!!

Very efficient buying experience!Jeff and his crew did an outstanding installation job, went above and beyond and we all had a good time!

I have purchased many things in the past from Litehouse, from Christmas trees to spa chemicals, When I called my local store to see if they could assist me in moving my spa the person on the phone was very rude. I was told that they have an independent company that performs this service, and they would not give me the phone number. You would think that a Company that has been in business as long as Litehouse they would be able to deliver a spa. I will no longer support my local store, and will be buying my items on line.

Pool installers work on the side, say they will show up..then dont. RIP off.

Everyone is also very helpful with recommendations and chemical testing!

Great place for all pools and spa needs. And other decor to help with your outdoor relaxation and fun areas.

I was super polite but the lady on the phone was super rude, she even hung up the phone on me twice because she was frustrated.

People who work in the warehouse get to do as they please besides doing their job and nothing gets done about it, rude and disrespectful “boss”... avoid the place for employment

Over priced. Went to look at some Christmas Trees on special. Their discount prices were very expensive. The trees were not New technology. The salesman told me that they were waiting for that new quick connect technology to be perfected. This is ridiculous since Costco, Target, Sears, Home Depot, Lowes, etc sell the new and very simple click together trees with no plugs but one. Not a good place to buy a tree.

The employee seemed to be dead inside no one was even remotely close to wanting to help. Maybe it was the night?!

The customer service at the Strongsville Lite house has been really unacceptable. The salesman was so nice and helpful to make a pool sale from us but from then it went horribly bad. They delivered our pool and it sat one month in our garage. They couldn’t respond to our calls to simply update us on the process they kept passing the buck around. Then the pool was installed. They didn’t secure all the pipes because when we turned on the pump the pipe blew off and water flew everywhere. The pipe are still slowly dripping. A week ago they said someone would come out and look at it. Also the chlorinator was defective and the installer said he would come the next day - evidently they didn’t have one and had to order one. On Monday the store manager said it was in and the installer would be coming soon. Its now Thursday and nothing. My pool has been running 1 week now with no chemicals. I called the store for help and the guy who answered said its not his problem and i need to call my installer because it is not a retail problem and the store cannot help us. I asked how long my pool can go without chemicals and he said he doesn’t know but i need to call my installer because its not his issue. I expressed how terrible the customer service is and how every time i call, the associates are so rude and never give straight answers. He didn’t apologize or anything he just said “okay” and he said just call your installer. I feel like he could help get involved with this. I got upset and said that this is really f*ing BS that you guys won’t help me after I spent over $7k from you and he said: you know what man, we are done here and hung up the phone (he was yelling). I am to the point where I am going to consult my lawyer - my expectations are not unrealistic, all I want is what I paid for and in a timely manner. Very disgusting and I am going to make sure everyone knows about how Litehouse treats their customers too.

Great

They sent an incredibly nice, but incompetent employee out to clean my hot tub. He broke it, they made us pay for it, then told me to call someone else because they can’t fix it. On top of that the women on the phone was rude and snotty when I told her what happened.

The salesman I dealt with was a really great guy and I dont say that about many salespeople cuz most of the time I think sales people can go a bit overboard, but not this guy thats why I bought my hot tub here and Im really happy with it

I wanna start by saying this... DO NOT pay these snakes a dime until you personally check with the city you live in on EVERYTHING you will need up front and afterwards of the install of your pool. I recently went in for their 4th of July sale on Saturday July 6th 2019. The salesman seemed really nice and informative. Really seemed to know what he was talking about. But... after deciding on the 21’ round pinnacle pool which is their top of the line pool with the aluminum walls I had a some questions. One of which was did we need to have an electrician come out to install a GFCI outlet for the pool hookup. To which he replied, no between you and me all you need is a thick gauged extension cord and you can run it to your garage if it has electrical hook up. He reassured me that it wasn’t necessary to have an electrician come out. Another question was if we had needed a fence around the pool in which he said he wasn’t exactly sure on how Parma’s law was... being a pool store and having a pool store in almost every city you’d think they’d be up to date with every cities ordinances.. long story short he sold me a fence to go around a pool that wasn’t needed! And I need an extra $2800 to have an electrician come out! Pools already been delivered and now they are telling me I have to pay a restocking fee that was never discussed and is on the very bottom of a very long receipt that they fold up very small and stuff in the bottom of a folder they give you. Beyond disappointed in litehouse and by no means will I be responsible for their lack of knowledge and information on what would and wouldn’t need to be done for the install of the pool... oh and by the way I was told by the electrician that they recommend that by no means should an extension cord of any kind be used to run the pool to an outlet in the garage!Update: 1:33 p.m. 7/20/2019.... still doesn’t explain why I was sold a fence that was not needed! And still not hitting the point of where I specifically asked if I needed an electrician to which he responded all I needed was an extension cord. Or the fact he told me if something happens and I can’t put the pool up it was 100% refunded. So maybe you need to train your sales team a little more because I was not fully explained to the contract agreement regardless of what was marked off and signed.

Excellent. Service and supplies all available. Good products

Its like pulling teeth to get them to install a pool. Still waiting on mine. Guy came out tore old pool down. Told us the next day an hour before he was supposed to come out that he wasnt coming out because ground was too wet. So he leaves the ground uncovered so when it rains water just collects and collects. To the owner responding! The installer calls us then says he is gonna call us today to schedule a day this week to perform the work. Then lo and behold he never keeps his word! Seriously we are about ready to return the pool and go somewhere else!update pool was finally installed. They charged us for old pool removal and the old liner from the old pool was just left in our driveway

PAULA WAS WONDERFUL. She helped us fine our patio furniture and went the extra mile.....we also bought a GAZEBO, which Lite house will install for us.

Bought the greatest tree ever! Got our eye on a hot tub next.

Had the best selection of artficial Christmas trees in the area. Also had excellent help describing the trees.

It isnt even worth 1 star. Patrick needs to rethink his customer service skills and maybe needs some anger management training.

Incredibly rude and offensive Manager--PAT--ask to make sure hes not around when shopping here.Prices were reasonable, although same furniture set at Target 3 miles away was 300.00 LESS (exact set.)Paula is one of the most helpful and friendly people I have met. When I asked her about the price difference she referred me to the manager Pat. His reply was nothing I can do, buy it wherever ya want and turned his back and said hes busy now. I was literally going to buy another set before this interaction but, unfortunately for Paula, I will not purchase from this store based on the rude and abrupt manner in which this manager treated me.After speaking with Regional Manager Brad I would recommend at least looking here. Paula and Brad know how to handle customer service. Brad may have rescued a customer from Pat (probably not the first time!)

Ordered from this store and received wrong product and cant get a call back 😡

I had a wonderful experience this season purchasing a Christmas Tree from the Strongsville store. Thank you to Amy and her friendly staff for a great experience, I will see you in the summer for pool supplies!

Beautiful things. If youre looking for a hot tub this is the place.

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.

Clint was absolutely the best help for parts

Pool supplies

You have the most abrasive, inconsiderate sales person on the floor named Janet. I would have fired her long ago. Keep her there until you lose all your customers. We won’t be back!!!!

You might have to go to a few Lighthouse locations to get a good price on something. I found that the prices change depending on who you talk to, so if you dont like the price on something, just go back another day and speak with someone else.

Knowledgeable friendly good price Ill be back

Called and spoke with Patrick..very disrespectful and rude.

Ladder was on sale but not in stock.

Prices may be a bit higher than other places but quality of products and knowledgeable staff more than make up for the price difference

UNPROFESSIONAL know STOCKED

Strongsville store is rude and not willing to help at all. Purchased a hot tub and wish I could return it. Plan on installing a pool in the future...would never consider Litehouse Pools for anything in the future. Worst customer service ever

Great help!

Sales woman was very helpful!

Way too expensive

Decent customer service but little expensive.

Great customer service

Quick, simple and to the point.

Wasnt very helpful, regarding our spa

Friendly Staff!

Service at Litehouse is excellent! !!!

Friendly staff

Anything You could Need involving Pools and Spas

Expensive