Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
First reached out to Leisure Time for a quote in December 2021. No response. Explanation later given: "contact no longer with the company." Sadly, there was no follow-up.Reached out again in early Spring. Finally received a quote in April. Executed the contract in May. No action.Problem with gas line installed. Takes weeks to get remedied after repeated requests. Finally fixed on 7/11.Build-out finally begins in late July. Then, no response.Problem with mantel they ordered. Requires constant follow-up on my part to get a replacement. Proper mantel not hung until 9/23. Only now do they notice electrical isn't working.Unit is installed on 9/28. Remote not included. Still can't use it. Doesn't get fired up until 10/14.Installation did not include access to wi-fi as was promised. Wi-Fi dongle installed 12/1, but returns an error and does not connect. Tech found the back and top of the fireplace was cracked. Further inspection revealed the logs are chipped/cracked and stones have burned up leaving a fiberglass substance behind. It is far too early for any of these problems to be happening. We have still not had a fully functional fireplace nor has a final inspection ever been scheduled. This has sadly been the worst communication and customer service I have ever experienced in my life. Comedy of errors. There are no updates. It has required me to constantly follow up to get any kind of response. Completely unacceptable. I expect an immediate response with an action plan. I expect the WiFi module to be fixed. I expect the damaged pieces to be replaced (and a remedy of what caused this premature damage). I expect this all to be done under warranty in this calendar year, 2022. If I do not receive a response, I will have no choice but to pursue legal options. I have email and text records that clearly document everything I've stated.
Business response
01/03/2023
We are currently working with the customer to resolve these issues. We have replaced the damaged parts under warranty with the company that provided the fireplace. We have assisted the customer with his wifi setup. There is one more decorative part to replace as we received it broken as well. We will have the last part shortly. Thanks *********************** Leisure Time Gm.Customer response
01/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
05/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
we started working with Leisure Time in February 2022 to remove and old stove and then purchase and install both a wood pellet stove and a gas insert stove. We have paid them a total of $11,152.70. We have an older home with arch fireplaces. Because of this we took in pictures and asked to have someone come out to ensure they could install the stoves in a acceptable manner that was both functional and visually pleasing. They were in our home numerous times to visually inspect and measure and assured us that there would be no problems and both would look great. Well the pellet stove downstairs is in and for the most part went well and we have accepted it. The issue is with the gas insert upstairs, and in particular the back plate or face plate that is around the stove and covers the mechanical stuff behind the stove. we were told from the beginning that they would have to build and custom plate but that it would be no problem and the install would look great. All the decisions on the plate were theirs not ours as we have no idea how to do this work hence we hired them to do the work. Well they tried an idea for the plate that does not look acceptable at all. There are gaps between the plate and the arch where you can still see the vent tubes for the stove and the front plate for the stove extends past the edges of the back plate and just looks amateur at best. Their installer stood there and looked at the plate after he installed it and said himself they should not have done it this way and showed us pictures of another install of the way they should have done it and we agreed that the pictures were a much better finished product than what they did for us. We have tried to work with the sales staff to get this install corrected and acceptable. But they are just playing a frustrating game of telling us they will look into some options and get right back to us but they never call back. Its like they are just trying to outlast us. This is our front room and looks matterBusiness response
05/16/2022
There was considerable miscommunication and phone calls not returned by Leisure Time. The solution is to order and cut and an overlap front. We suggested this but we apparently did not do a good enough job communicating the to the customer. I have spoken to the customer and they are happy with this resolution. They are aware that it will take a little bit of time to get the new surround.Customer response
05/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Customer response
05/18/2022
We had a nice, professional call with the Leisure Time staff and were allowed to express our experience to date that led to our concerns. They did verbally express to us a solution to our concerns and we were happy with the plan as laid out by them. We are looking for to the final install and a nice looking package in our front room. We thank Leisure Time for ****** with us to resolve our concerns.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.