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June 2025 by Bob Crabbs
Buyer Beware – Poor Customer Support After the Sale
I purchased a new pool from Lighthouse Pools along with the UltraBlu sanitizer system. While the sales process was smooth, the customer support after the sale has been absolutely terrible.
When I had questions about how to properly maintain the UltraBlu system, I visited the store looking for guidance. Unfortunately, I couldn’t get a clear answer from anyone. No one seemed to know what I should be doing weekly to keep the pool in good condition. I left frustrated and left a review on Google. Their only response was a generic reply saying they “value customers,” but they never followed up with a phone call, email, or any real effort to help. That’s not customer support — that’s brushing people off.
I gave them a second chance today. I brought in a water sample for testing. After it was tested, they simply handed me a printout and walked away. No explanation. No guidance. When I asked about the copper level being at 0.5, they told me it was high. When I got home and checked the owner’s manual, I saw that 0.3–0.5 is the normal range. Clearly, they’re not trained or informed about the very products they sell.
If you’re considering buying from Lighthouse, be aware: if you need help after your purchase, don’t expect much. If you can’t support the products you sell, you shouldn’t be selling them at all.
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May 2025 by Holly Cottage
My husband and I showed up with no appointment. Jason walked right up and was so helpful! He answered all of our questions and was so professional and personable.
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May 2025 by Seth Swanner
Owner/or Manager is rude and seems irritated. I’ve been in 3 times with same result. Acts like he’s irritated because he has to help you. No thank you! And, they haven’t had anything I’ve needed each time and he was unable to provide any help. Will NOT stay in business long term with the attitude he has.
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April 2025 by Troy Jackson
I just got my bonus from work last month and my tax return so I decided to get a hot tub. Came in the store went straight to the tubs. No one came to help, so I walked the whole store, to see if someone would ask if I had any questions. I was totally ignored. SMH. I'll try somewhere else. I was always taught you pay for the customer service. Don't spend money where you're not appreciated. Still shopping...
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January 2025 by Rod Cook
They are always polite and helpful great staff
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June 2024 by James Rogers
Litehouse in Medina is an absolute joke. Save yourself the time and money and get a pool elsewhere. We have had nothing but issues with our pool pump and we have asked for help on several occasions. The staff is rude. I will not spend another penny in their store. At Litehouse they make promises and don’t follow through and the customer is ALWAYS WRONG.
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June 2024 by Rick Godri
The staff is very rude especially the lady with the tattoos. They talk to you like you’re an idiot. If I knew about pools I wouldn’t have to go to them. If you can go to a different store… do it
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May 2024 by danielle sintoni
Medina Ohio location- Save yourself the hassle and go elsewhere. You will be happy you did. Staff is rude, unhelpful, and the manager Tara is very unprofessional.
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May 2024 by Amanda Hansen
Lighthouse pools and spas was by far the worst experience. I would stay clear of their service department. They were at the house for 30 minutes and did very little to help diagnose an issue I was having. 243.00 rip off job! They totally missed the most basic issue. Pressure gauge was broke. I learned that from Mr. pools which I highly recommend them over lighthouse. The part cost me 15.00 and I put it on myself. I called lighthouse in hopes of them having some sense of honor and provide some kind of refund. All I got was a rude woman on the line that pretty much said, sorry about your luck. So now I will provide 243.00 worth of bad reviews to help others not get the same garbage service I got.
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December 2023 by Nick Black
Great place to buy a pool, very helpful staff with quality products!! A++
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August 2023 by dustin o'donnell
Kind of a rip off plenty of better pool service companies
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June 2023 by Travis Elliott
We had a pool installed last summer, and noticed some issues with the install. We were instructed to wait until the spring of this year to have the issues fixed (root removal and vertical support), so we did. Getting that service scheduled with the installer was a major hassle, but we finally got on his schedule after contacting him several times and getting the store manager involved. When they showed up to do the repairs, they fixed the root issue, but they did not fix the vertical support issue, which to me is a big problem. When I called the installer back after noticing that the vertical support was still not correct, he said he would be back to look at it, but never showed up, and I have heard nothing from the Service Manager which was sent an e-mail from the Store Manager about this whole issue. Communication regarding this service has been very poor. Still waiting to hear from someone to get this fixed correctly.
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June 2023 by Debbie Shelton
Wanted to make a purchase today and visited the Medina store, was told the $730 steps I wanted were on close out by salesman because the area manager had said so, the store manager refused when I found out that a sister site had sold their display I called back and the manager was arrogant and said he had 10 yrs customer service and they don’t sell the display. I asked for area managers number and was told they he would have him contact me. When Brad did call he was rude and snarky, and couldn’t answer for his other location selling theirs. He gave me a “customer service” number for which I was told they don’t take complaints and the owner has area managers so he doesn’t have to deal with customers- nice way to do business! I will not shop at any stores Brad is over, planned to buy a hot tub this year, but I’m sure that doesn’t matter either. I understand policy but if your team doesn’t know it and misinforms the customer and your other stores don’t, you should do the right thing.
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June 2023 by Tiffany Halleck
Horrible customer service, management rude. Pool install done poorly and will not take accountability. Should have done my research before purchasing. Do not recommend.
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September 2022 by Kelly Szabo
Had an above ground pool and heater installed June 2022. Have had nothing but problems ever since. The heater made a loud noise from day 1 and pool pump has leaded from day 1. Litehouse customer service keeps giving us the run around, making the gas company come out to look at our heater. Columbia gas states no issues with heater but Litehouse will not fix the issue. We have had someone come out at least 8 times in the last 2 months with no resolution! Extremely dissatisfied! Should have done more research to find a better company to buy a pool from!
