Litehouse Pools & Spas

They usually dont have anything new or know about new products pool owners are using. The employees are not very kind or respectful. They all claim to clean pools but they dont seem to have the knowledge that somone who cleans water professionally would have. They literally dont know about pool vacuum leaf catches. I would use any other supplier before going back here.

DO NOT USE FOR INSTALL!!! They have you sign waivers to everything and when a problem occurs that was preventable, they still fall back on those and do absolutely nothing. The dog shit install company, AG Pool Pros LLC that they use will leave oil stains in your driveway and refuse to clean them. 48 hours and counting for a reply from Litehouse to the email summary of events below Lets talk install now too. Look at that deck proximity, does it look like a winter cover will fit there? Don’t worry, the other side is a liability for a child. And the landscape around the pool…totally destroyed. Now i have to have wait to find out if these clowns get sent back via Litehouse warranty or if I’m stuck modifying my deck. Cannot stress enough, DO NOT ALLOW THEM TO DO YOUR INSTALL!! See below for summary of events that was sent to Litehouse, the pool company we purchased from. We were contacted Thursday 6/25/2026 that we were on schedule for 6/28/2026 - No time was given, only that we did not need to order sand. - We then replied with pictures of the old pool and area the new one would be going into. - They replied, "as long is the pool is down; they didn't care about where it was going" (problem no.1 we paid for a tear down) Also, upon first contact with AG they were informed there was a tear down, that was 5/13/2026 - We were working and didn't have time to respond to that but figured it was a mix up or something, so no sweat. We were also expecting a follow-up phone call the day before solidifying the time. That call never came. Day of install 6/28/2026 - We get a text at 6:05am that they will be at our house within an hour. We were not up. Luckily, my wife saw the text at 6:39, they were here within 20 minutes of seeing that. - First installer on site is some nobody, just here to assess and start what he can. he informs me they didn't know this was a tear down, and they had something like 5 others that day. - I inform him that because of the lack of communication, there is also still about 8" of water to be pumped out. - We are then told we can pay $250 for them to use their big pumps or be rescheduled to a new date a month from now. We pay the $250 - Travis arrives, obviously agitated that there is water to be pumped, and subsequently breaks off a large portion of the team to go work on another job while some stay and begin assembling top rail. - Install is completed by the three gentlemen, as the lady and Travis left for another job. - When they leave, I notice 3 oil stains in my driveway. (seen in pictures) - I reach out to AG to come back and clean them, Travis refuses. 5:20pm - I go scorched earth on their FB with photos of the oil stains, and at 9:32pm we get a text that after further review, they do feel it right to offer $50 for the purchase of overnight driveway cleaner. I am now super restricted on their FB, so let's be honest, that's what prompted the change of heart not his good ethics. Day after 6/29/2026 - We start really looking at the install and notice how off center it is to the curve of the deck. - The right-hand side can't get a finger between the rail and deck, maybe not even a winter cover. The left-hand side has 4" of gap. They could have very easily made things even. The deck was constructed around a 27' round pool; the curve is made for it. they just didn't try to get it even (seen in pictures) - They left 2 trash juice bottles and a bag of their trash from thru out the day - I found 2 cigarette butts - Many years ago, I did AC installs, leaving trash and cigarette butts is 100% unacceptable - looks like they nearly dug part of the deck out (seen in pictures) - Some side rails are on the blocks, others are half off (seen in pictures) It is my understanding there is a 90-day warranty on this install, and I'd like to know if we have any claim. The possible inability to winter cover may be the most concerning.

We absolutely regret choosing Litehouse for our pool installation. From the day it was installed we have had a leak. I've called 5 times with 1 return phone call with a response of ill call you back (never happened). We finally after 1 week decided to proceed with our pool and fix it ourselves. Next problem was the ladder that was missing a part. When I stopped the staffed seemed annoyed saying "none of thr ladders have that part". If it wasn't needed then why is it a part of the ladder required parts? When I questioned this I got told we can't help you ill call them and call you back. Fast forward to the leap frog system. We have never had one before and or had to open a pool. When I called to make sure we were putting the right amount of chemicals in again I was met with sarcasm of read the back and figure out the equation. I am aware but having it be our first time we wanted to make sure the "professionals" were telling us what was the right amount for our pool size. Let me also say the day of the pool install our electrician came to understand how they were doing the pool install for the grounding he was doing. The electrician was met with "we dont do the grounding" and them turning and leaving. It was a simple question from our electrician of what is in the poles for grounding, but again they couldnt be bothered to give any education on the question. Needless to say this pool may have came from litehouse but we will be taking our business elsewhere for our pool maintenance supplies and future pool/hot tub. The lack of professionalism, respect, and customer service has been non existent. Disappointed is an understatement.

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.