Complaint Review: Lighthouse Pools & Spas

I went and purchased a pool from them back in October 2008. When I bought the pool they told me installation was extra so I paid for that and Ben at the store told me I could plug it in from the outside. On 4/18/09 I paid by check the balance. After paying I was leaving the store and they call me back as I was out the door to sign papers, which i found out should of been given at the time of purchase. The paper said it was the Swimming Pool installation Agreement. They told me I had to initial all the boxes or they would not install the pool. Ben apologized that they should of given me this at the time of purchase. I was in a hurry to pick up my kids so I signed it and they said to date it the day I purchased the pool but I dated it for the day I paid it off which was that day. My mistake was signing that paper without reading it. This paper which I should of had in the beginning not after I purchased the pool stated they are not liable for paying for the building permit, electrical, digging or pvc piping that this pool requires. I was told I wouldn't need this because it could be set up and plugged in no problem. They Lied to me! I went down to get the building permit 4 times because Lighthouse did not me the proper information for one. They had given me a piece of graph paper to use not a pool application. The building department told me lighthouse was supposed to pull it. Whatever, so I get the 10 day permit.

It was granted on 4/20/09 and highlighted on it was 1.underground electric trench before back filling 2. Call city for final electric. 3. call building department for final building. That is when I found out about needing an electrician. I called lighthouse corp they told me that's in your paperwork you got when you first bought the pool. I told them I didn' t get THAT paper till I paid off the pool. They said "Well that was lighthouses mistake, he should of given my the paper when I put the pool in layaway and that they would reprimand him." I asked what was I supposed to do? "Well it's only going to cost you a couple hundred to get the work done." I was mad that I was never informed about it so called back a few days later to tell them it WAS NOT going to cost a couple hundred., they told they would give me a 75.00 credit and that Ben has been transferred to a different store. I said no because by then I had found out the electrician was going to cost 1,750.00 and that was the lowest of 4. When they came out to dig the hole the removal of the dirt was 275.00.

Them the installer of the pool came out to dig a trench to get all the water out because it had rained and turned into a pond. Now I have a hole and a huge trench in my yard going the opposite way it is supposed to go and I still need another trench dug the opposite way for the electric. I was told by them Ben no longer worked for the store and again they offered the 75.00. Well Before mark the installer came out I spoke to him on the phone to find out when he was coming, he told me he was in the middle of installing one, he said it will be an hour to two hours. I said OK and ran up to lighthouse to see if we could get this settled. When I got there BEN who I was told was no longer their seen me and ran in the back which is the cooperate office. I put all my paperwork on the counter and they moved me away from the front trying to get me in the back, but I stayed where I was. The man asks me what can I do for you? I asked me what are you going to do to rectify all this money I am out because I did not know about this in the beginning so I could of saved up. He said I understand and am aware of it. I said I talked to Jamie an Shannon they want to give me 75.00 and that is unacceptable because lighthouse acknowledged it was there mistake I was not given the paper in the beginning. He told me well that's all we can do. I asked for the owner they said he was not here would not tell me when he would be in or give me a number to reach him at. I said for them to have him call me and to get a piece of paper."we already have it he said very cocky. We are very busy we are having a two day sale and that everyone is on the floor so there is now supervisor or vice president available." I showed him the BBB papers I had gotten and he said at that time he cannot talk to me. As I left I said I have all this water and the ground is very soft and if my pool collapse I'll no choice but to sue lighthouse. He said go a head.

I get home and lighthouse calls me from a long distance phone telling me it was the vice pres, he was screaming and yelling at me do you want the pool or not? I said yes I have no choice I have a huge hole in my yard! He was screaming at me and my husband got on the phone and he told him he wanted the owner to call us he said yea I'll do that and hung up on my husband. I spoke with mark the installer and he said he has been with the company for 19yrs and has told them many times about advising customer about what it entails and the cost of putting up a pool. He said this is not the first time it happens a lot and apologized to me. He hopes to install it by this weekend. So right now I'm f***ed and the pool cost was 4,000 and this extra is costing 1,555.80 not including the running around and stress this has caused me and my family.

Laura Strongsville, Ohio
U.S.A.