There isn't a low enough rating on here to choose. We purchased our pool May 9, 2020, a Saturday morning, at the Sandusky, Ohio store with the sales rep-Tom. At that time, Tom was nice & very helpful and sold us a pool that we had searched on Litehouse pool website, it was the 30 ft. Milan set. When we purchased the pool at almost $5K, their computer stock system stated there were several in stock, it would be delivered in 2 weeks. 10 days later (May 19, Tuesday) & just 4 days before delivery, Tom calls us (first and only call from anybody at Litehouse pools during this whole process) & says they were wrong & didn't really have the pool in stock when they sold it to us but they do have an upgrade one in stock for $200.00 more and could still be delivered by the original date given us & stated he would go pick it up himself to deliver to us if he had to!!! He is Tom. My husband decided to pay the $200 more since Tom assured us it was all good. We made arrangements with those that were installing the pool with us for that Saturday, delivery day. Waited all day, no pool came, no phone call. We called late afternoon, spoke with Tom whom said the pool hadn't been delivered to them so we asked what about you picking it up like you said, Tom's response " well I can't do that, I don't know what you're talking about" but we'll check on it & get back with you. Needless to say no calls ever came from them, we kept calling asking where is our pool??? Not once was it mentioned that the hold up was due to covid-19, the answer given to us every single time was "it's on a truck, some where in the country" or it just left the warehouse. Middle of June, I'd had enough, asked where this pool was coming from, they said California, which is a 4 day shipping point to Ohio. I went to the store, ended up throwing a fit, spoke with John & Nick the mngr. & asst. mngr. Offered a 33 ft. pool kit with no more $, had my husband on speaker phone, we agreed, they said it was already in stock at the Strongsville warehouse. Husband hung up, they started doing paperwork, then said there might be a problem, might not be a liner there. WHAT am I going to do with a pool without a liner!!!! Oh but mam, stock says we should have 2 stores that have a liner that size. Again I reminded him that Litehouse in stock inventory program SUCKS!!!!! A week goes by no pool, we call, they can't find a liner. Few more days go by, we call, they found 1 liner but it is solid blue, not the prettier, more expensive one we already paid for, it we take it then our pool can be delivered to the Sandusky store by Friday, June 26. We said we'd take it but expect some kind of credit or some refund for all the hassel & bs put through, oh yes mam we will do something for you.
We picked up the pool June 26. No solar blanket (was part of the kit cost), no pole for the vacuum water had turned green without being to swept for 2 weeks & told they didn't have any, didn't know when they would. We ended borrowing a pole, buying more chemicals ourselves, then we called again, they had a couple of poles & would set one back & we could come pick it up!!! Needless to say I blew a gasket, told them they should deliver it along with chemicals & a credit etc. I did use some very unflattering language which I am sorry for. Should have controlled my mouth better. Well today is August 24, 2020, still no solar blanket, no vacuum pole, no nothing. So dissatisfied with Tom, Nick, John at Sandusky Litehouse pools, will never purchase anything there again nor recommend to any one!!!!! And according to them they are one of the best stores for Litehouse Pools Chain. 100% unprofessional, sucky computer stock program, 100% poor communication. read more
