ComplaintsforFamily Leisure

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8-2 I call ** the business's corporate office in ****** to register a complaint about poor service I got from the ************* branch. The person answering the phone laugh** and then told me that since the *** store is a franchise there is nothing they could do to resolve the issue. 0n 8-15 I left an e-mail in the corporate customer service mail box - No reply, left another one on 8-26.

  

  Business response

  08/28/2024

  Dear Customer, as a representative of ********************, I can assure that we are all in agreement that we want each customer to receive the best ************* possible. 

  Its true there is no corporate Headquarters, Each store is independently owned and this complaint should technically be directed to your local store where you made the purchase. 

  However, if that is the conversation that you had with our Indiana store, I apologize. I work closely with the other stores to restore ********************* and I will always take a call and listen.

  I am happy to reach out to your local store on your behalf. Please try my direct line Mon- Friday 9-5 and I'm willing to try to find a resolution with your store.

  I will be out Thur, Aug 29th until Thursday, Sept 3rd. Call anytime after.

  ***************************

  ************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 25, 2023 we purchased an above ground pool from Family Leisure. They installed the pool and left all their trash and the grass from under the pool where it was removed. The yard looked like a tornado went through it. They didnt hook up the perma salt system so the pool was green so we couldnt swim in it.. Good thing trash hadnt picked up because they sent ***** out and he went through their trash and found the cord that wasnt installed. We got the warranty to make sure if we had any issues with the pool they would be resolve them but the ladder broke and they didnt replace it. I paid $800 to have the pool filled with water and when I removed the cover from last winter the water was gone. The liner is faulty and hasnt been replaced. They are rude and wont let you talk to anyone that will get anything done. They say someone will call you back and no one calls so I call back. They have said they are going to replace the pool liner finally but I have to drain the water. The last of any from $800. I wish they would apologize and be nice and pay to replace everything to make me whole.

  Customer response

  05/13/2024

  5/9/24

  Family leisure replaces the liner and chemicals. 

  Left all trash and chemicals in my yard for me to pickup. 

  They forgot their tools and parts to fix my ladder. 

  5/13/24. I sent a message to ***** at Family Leisure since i hadnt heard anything and got an emoji as a reply. 

  They had me siphon the rest of my water out so they could replace the faulty liner and they won't pay to replace it. I have well water and my grandkids deserve to swim in a nice healthy environment and water isn't cheap. 

  So right now. I got a pool I can't swim in and a broken ladder that they haven't replaced since last year. 

   

  

  Business response

  06/18/2024

  The customer did have valid complaints with the installation of the pool. We try to prepare customers for the demolition that happens to their yards but its hard to comprehend what you don't see every day. We offer a Finishing Touch package so the customers can choose to pay in advance to have their yard grated, seeded and repaired the week after installation but this customer declined. We ask our installers (sub contractors) to stack all trash together in one pile to simplify clean up for customers because they do not haul away trash or dirt (its a signed line item on the install agreement). However, the issues with communication were frustrating I am sure, perma salt system and parts should not have happened and we did take full responsibility. We relined the pool with a new liner, replaced chemicals, parts, and made sure the customer had the pool they expected to enjoy for the summer. Unfortunately, Family Leisure cannot be onsite with the install crews and not everyone lives up to our high expectations. Its disappointing for us as well as the customer but our goal is to always resolve the issues in the most fair and satisfactory way. I believe that was done with this situation. 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to purchase a basketball goal today 09/28/2023 and Framily Leisure posted a price of $1,799.95 on the website. After calling the online store I was directed to the local store in *******. I was directed to the store and was told the price was $1999. This would be against False and fraudulent advertisements are prohibited under Sections 24-5-0.5-3 and 35-43-5-3 of the ******* Code. A person who disseminates a false, misleading or deceptive advertisement commits deception, pursuant to Section 35-43-5-3, which is a Class A misdemeanor.

  

  Business response

  10/04/2023

  Unfortunately, this is a ****** search engine issue.  If you actually visit the Family Leisure website, you will see it is clearly stated that we do not carry this item on our website and you must call your local store for pricing.  What seems to happen at times, per our IT experts, if you search for an product on ****** and there isn't a direct link, they will search history for a screenshot or anything they can find relevant. Most likely, we posted on social media a sale price a couple years ago for the basketball goal and that was the only reference ****** could find as our store pricing is not online and we don't carry the item on Familyleisure.com  I apologize for the confusion and I'm certain the customer was disappointed to learn the price was different. We were willing to offer a discount but with inflation over the past few years and the cost of freight to bring retail items to stores, we simply can't give the hoop away at this price. We support the customer sending a ******************** compaint about ****** as we have tried to address this issue but have not seen any resolution. The customer is welcome to contact me directly if they would like to discuss purchasing this goal in light of this situation.

  *************************** ************ 

   

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb. 25 - Purchased Pool With free installation included with purchase June 3 - installation of pool - not enough sand, had addl sand delivered that very day.June 4 - Promised to install pool (did not show)June 6 - Pool installed June 7 - leak discovered June 8 - contacted ****. service - FL June 13 - Tech arrives to inspect the leak - discovered tear in pool (patched it) in meantime pool continued leaking creating a 12 in water moat around pool, losing gallons of water daily June 14 - recieved new liner June 22 - Installers arrived to install the new liner, discovered tears in existing liner and claimed crawdads created the tear. Recommended a complete tear down and to purchased a protective pad - ordered pad received 2 days later June 29 - installers arrived to install the pool - due to possible inclement weather the installation postponed another week July 6 - pool was finally installed in 1 1/2 hours. Much to our surprise, we were charged an addl $1600.and paid by check Requested a rec several times with no response.July 19 - mailed letter to ** asking for a response by July 30, asking reimb for addl water, sand and installation of a total cost of approx $2000 Aug 1 - contacted by a rep from ** was promised she would look into our situation asking us to give her until Aug 4 Aug 7 - Rep finally called offered $400 store credit, she was very condescending and seemed offended we would even ask for any reimb. She claimed she would be in contact with the installer to see if we could come to a mutual agreement As of today August 13, we have NOT heard from ** Needless to say we are very disappointed with our experience with **, We purchased our pool based on their reputation and their *************** and products. Scheduling - always a week later - No urgency As you can see it took approx. 5 weeks to install our pool Had to rearrange our daily schedule to be onsite for contractor. (hired by **)In summary - we are asking for the $1600 for the "Free" installation

  

  Business response

  08/23/2023

  Good Afternoon. I must admit, I was very surprised to see this complaint. I have personally talked with ************************ concerning the issue. I have not spoken with *********************, the author of the complaint so I do feel some of her comments are unfair or not fully accurate. The customers did purchase their pool with Family Leisure. The installer, which is a subcontractor not an employee, went when he was initially scheduled on June 3rd, but when they needed more sand, he offered to go on a Sunday but didn't show - that was not on our schedule. We did get him back to the customers home as quickly as possible, June 6th. He completed the free installation with the purchase of this pool. Its unfortunately common to find leaks the day after an install because there is no water in the pool during installation - we often go back next day to tighten fittings, make adjustments or correct issues with liners. In this case, the customer had a small tear. Again, unfortunate but common from manufacturers which is why we carry and apply life-time guarantee patches. If the patch doesn't hold, we replace the patch or liner depending on severity. However, in this case, the customer lives in close proximity to a lake. After the initial leak, my service techs went back to find the patch in perfect condition, no leaking from the initial tear but many pinholes in the liner caused by crawdads. It is a serious risk for anyone living near a body of water. Our Install manager sent the contractor back out because the customer was choosing to attempt another liner with the same risks. Our Install Mgr and the contractor, *********************, told the ****** it would not be a simple reline (not simply damaged liner out, new liner in) they were told they needed extra sand, they would need to replace/refill the water and we suggested they buy a ground pad from Amazon that helps keep crawdads from easy access to the liner. They purchased necessary items and **** proceeded to do a basically a second complete installation to help secure against the crawdads. When the contractor charged his fee, which we never claimed would be free, they paid in full by check same day. ************* told me they love the pool. He told me they did a great job. He wasn't expecting the cost to be as much as it was, and I was sympathetic. I told ************* out of coutesy and appreciation for their business, I would give him store credit for $400 to use toward pool chemicals, accessories or anything we offer. That amount was decided because it was slightly more than the cost of all incidentals except the actual install. He said he was disappointed we wouldn't cover all the expenses but I explained to him, I was being more than fair considering their signed paperwork states crawdads are among issues not covered under warranty. I reminded him Family Leisure honored the free install, as we paid ********************* the same fee for the initial installation. I am truly disappointed for anyone who has expectations of jumping in a new beautiful pool but the process is delayed by crawdads and additional costs. I am willing to honor the in-store credit of $400 because we want our customers to enjoy their experience. However, we simply can't be expected to pay a customer funds from ******************** that were paid directly to a contractor NOR can we ask our contractor to do hard free labor for an issue that wasn't created by faulty product or lack of attention from our installers. If the customer wants to file a complaint it should be with the contractor's company and not Family Leisure. I believe we have done what is fair and considerate for these customers. I have any and all signed paperwork if necessary to attach for further review. Thank you. *************************** ***********************************

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 24 round above ground pool in May 2018. I was told the that the liner has a 100% warrantee for 20 years. The Family Leisure store in ********* ********* is where it was purchased and is no longer open. I called customer service and they said they have no information on my purchase since that location is no longer open. However they referred me to the store in Indianapolis *******. I was told they would have all of my information. I immediately called and ask for the service department as directed by ***************** I was immediately dismissed by the person who took the call and said they could not look up my information. **************** assured me they could. I did ask to speak to someone else as I spent over $3100 for a pool with a guaranteed warranty. The person would not take any information nor let me to speak to anyone else. I spend several hundred dollars yearly for ******************** from this company for the pool I purchased. The liner should be replaced at no cost since it was not even 5 years old and is spot tearing. Good customers or ANY customers should NEVER be treated as I was by the store.

  

  Business response

  04/18/2023

  In response to ******************************* complaint, there are a couple issues to resolve. First and foremost, the issue of the liner/warranty/store closing in ********* is not a valid Family Leisure Indy complaint.

  Each of the Family Leisure stores are independently owned and operated. No funds, files, invoices or software are shared. We have absolutely no access to any current or past records from any other Family Leisure store.

  There is no general or continuing Customer Service for the ** store and no one working for any Family Leisure would state that we would have information from another store.

  However, the second resolution would be sensitivity to the actual issue. As a Family Leisure brand, we are empathetic to customers in the ** area and try to give direction and informational help as best as possible.

  I apologize if someone in the Indianapolis store was less than kind or understanding. We can typically help identify the manufacturer of a pool liner and give the customer that information because ultimately the extended warranty

  will be honored through the manufacturer. As a Family Leisure manager, I fully intend to call this customer this week to 

  personally apologize for their disappointment but also offer to help connect him with someone who most likely can help give the proper direction for the warranty to be fulfilled.

  Let me know if there is any other information that would be helpful.

  *************************** ************

  Customer response

  04/19/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a hot tub in March 2022. Pump stopped working correctly in June of 2022. Called multiple times in June and no one returned our call. Finally emailed our salesman for help. He put us in touch with the service manager. They scheduled someone to come out. He came out on July 5 and changed our 2 capacitors. Within hours it wasnt working again. I emailed the service manager 2 times (with no response) and finally called and spoke with someone who said it would be an additional 2 weeks. I left a negative ****** review and heard from someone else who apologized for the problems and moved us up on the schedule. A tech came back out on July 18. He was there for 20 minutes and said there was debris in the pump head, then left. Of course, that wasnt the problem and its still not working. We have been unable to use the brand new hot tub we bought for more than 1/2 of its life and we cant get them to be responsive or fix this correctly.

  

  Business response

  08/31/2022

  Unfortunately, ***** and *************************** did have issues with their new hot tub. Occasionally, that happens and we try to be intentional with quick responses from our service team. I understand her frustration that it took longer than necessary for the first site visit. I apologized for the wait and expedited her service call through the department. Family Leisure did the correct protocol through a series of 3 home visits to help resolve the issue. Ultimately it was a manufacturer defect with the heater but they require us to follow procedures for a manufacturers warranty. We did the service calls, attempted  to resolve the issues one step at a time as the techs are trained. We did replace the heater and my last conversation with the customers confirmed the hot tub was working great. Of course, we are happy to follow up again or service any other issues that *** come ** in the future. The Prices were patient and kind once they understood our position and we truly appreciate their business. Our service team is here and ready if they need to call again.

   

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Family Leisure - Indy completed a service call on Thursday, 03/24/22, for a hot tub that I purchased from them in late 2020. The technician determined that the recirculation pump had failed, and a new pump was installed to complete the repair. Unfortunately, I was out-of-town during the visit from the technician, but I had the displeasure of inspecting the repair on the morning of Sunday, 03/27/22, due to a suspiciously ironic issue with my ozone aerator not working. The attached picture shows the condition of the new circulation pump, and 3 specific issues. 1) The new pump was NOT re-attached to a mounting board; instead, a small piece of folded cardboard was left underneath it. The inlet / outlet plumbing was supporting the pump. As a temporary fix, wedged a piece of wood under the pump to relieve the strain on the plumbing. 2) The new pump was NOT grounded. The previous ground wire had been cut and left disconnected. As a temporary fix, I have crudely tied in a ground wire from the new pump to each end of the original ground wire that had been cut. 3) The plastic housing of the electronic control box, mounted to the top of the new pump, is cracked and broken. ----- I communicated these issues to Family Leisure - Indy by way of two separate emails ************************************* on 03/27/22, *********************************** on 03/28/22) and a voicemail left with the service department on 04/01/22. I have yet to be contacted. ----- I was charged $89 for this service call; the pump was replaced under warranty. I would like Family Leisure - Indy to consider refunding this charge, and make a return trip to properly resolve the issues with the new pump, along with troubleshoot the functional issue with the ozone aerator. (I suspect the check valves in the ozone plumbing were melted as a result of excessive temperatures created by the failure of the circulation pump. The condition of the actual ozone unit is currently unknown.)

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a large thunder round trampoline from **** company. Ive had the trampoline for 18 months and the jump mat is ripping apart from the leaf springs. It is a danger and inoperable at the moment. I reached to **** warranty by phone twice with the mail box being full. I have emailed the ********* company which is the main headquarters and they sent me to file a warranty claim with **** play ***. I emailed the ** **** company and received an email to file a claim through the vulyplayusa website, which I did as instructed. It has been over 2 weeks and no response. The email said I would get a response within 2 days. I called again today 11NOV21 and no answer or room to leave voicemail. I need this company to contact me ASAP

  

  Business response

  11/23/2021

  *****,

  I have connected with the local Vuly customer rep and she should be contacting you this week.  I apologize the process has been so frustrating.

  **** should be able to give you answers on availability and expected shipping time.

  Please feel free to reach out to me directly for any assistance in the future.

   

  ***************************

  ***********************************

  ************ 

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an above ground pool from the Minneapolis Family Leisure in Sep 2018. This year (2021) the liner developed a tear in the coping seam. The liner is supposed to be covered under a warranty. Family Leisure has been not helpful and cannot get resolution with them. They said the liner was a certain company and they said not theirs. A big run around on who manufactured it. First tried to contact by phone in May 2021 Contacted again in Aug, received a response but said he didn't have any information on warranties. Did get a reply from FL Service department, and gave me the name of the liner manufacturer (in the correspondence attachment). Correspondence with Family Leisure attached. Thank you for looking into this. Mark Struthers

  

  Business response

  10/18/2021

  We are terribly sorry for the customer experience. While I will take time and make effort to find a resolution or help in some way, the unfortunate reality is that this customer purchased a pool from

  Family Leisure in Minneapolis. That store dissolved their business in Dec, 2018. This particular account is for Family Leisure Indianapolis and I have no access to any records, purchases, vendors or invoices.

  It appears my Service Team tried to help by offering their best guess for the liner manufacturer and again, I apologize that we are working blind.

  I will try to contact the previous General Manager of the Minneapolis store for some direction to offer assistance. If Mr Struthers would like to contact me directly so I can ask some specific questions 

  to help the quest, my direct line is 317-826-3030 or my email is [email protected]

  Other than offering the best assistance we can, we really believe this complaint should not be leveraged against Family Leisure Indianapolis as we did not originate the sale or product.

*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. ↩