ComplaintsforBackyard Leisure, LLC

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February we placed an order for a hot tub. They insisted on a cash deposit of 10%. Expectation was 2-3 months. After multiple delays and horrific communication. This company does not care about your concerns once they have your money. They will not be a company you can work with if you have a problem with your pool or spa. We just requested our deposit back and now are getting the run around on that. Sickened by businesses that feel like this is good policy. We would like our deposit returned period.

  

  Business response

  07/29/2024

  Good morning

   

  We apologize for the delay the customer is experiencing but it is looking like the tub should be shipping quite soon.

   

  We are unable to cancel the order at this time, we apologize for any inconvenience.  We will update all parties involved as soon as the ship date is available! 

   

  Thank you for your assistance, 

  Customer response

  07/29/2024

   
  Complaint: 22054480
  
  I am rejecting this response because: We have requested a return of our deposit for a product that has not been delivered. Too many months have passed and we indicated that we were no longer satisfied with working with your organization due to lack of communication and terrible customer service policies. The only resolution to restore faith in your business is to issue a refund or we shall seek legal action. 
  
  Sincerely,

   

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

  

  Business response

  08/03/2024

  Good afternoon

   

  We are unable to cancel this unit as it is close to delivery.

   

  We are not able to provide a delivery estimate but it should be 4-6 weeks from now by current projection.

   

  Thank you for your assistance,

  Backyard Leisure Management 

  Customer response

  08/06/2024

   
  Complaint: 22054480
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 9, 2023, I went to Backyard Leisure to purchase an above ground swimming pool. I paid $7500 in full for the pool and installation on this day to obtain the pool at this price. I was told that the pool would be installed within 2-4 weeks. I was originally scheduled for the grade and installation on June 28 and 29 from ***** noon. No one arrived between these scheduled hours to perform the service. On June 29, I called Backyard Leisure and spoke with *****. He spoke to me in an extremely unprofessional manner. The phone call was disconnected due to the lack of professionalism. After that conversation, he called me back to reschedule the grade and installation. My new dates were July 5 (grade) and July 7 (install). On July 5, the driver (male) was very unprofessional in his actions and tone. To do the grade, he wanted to uproot one of my fence posts that was cemented into the ground instead of rolling back the chain link to gain access to my backyard. At the conclusion of the grade, he didnt roll the fence back into its original position before the grade was performed or replace the hardware to the fence. I was told that a larger piece of equipment would be returning that there was no need to reattach the fence. On June 7, 2023, the installers were supposed to arrive between 10am-2pm. The installers arrived at 5pm. Around 6pm, the installers left since it started to rain. I called Backyard Leisure today to find out when the installers would return. I was told that the installers would return next Monday (July 17, 2023). I have pool materials sitting around my backyard, damaged fence, and the base of a pool sitting in dirt. I asked to speak to the owner, but I was told that the owner doesn't speak to the customers. I have cooperated with Backyard Leisure in every way, but their actions has not been reciprocated in the same way. The money that I have paid is sitting in their bank account while I have a big hole in my backyard with no pool.

  

  Business response

  07/11/2023

  Good morning,

  To address these concerns here are our answers below - 

  "Told 2-4 weeks for installation" - This customer purchased on 6/9/23 and was scheduled for ground preparation on 6/28, with the build on the following day 6/29.  This would have been within that timeframe.  However, when we arrived to do the ground preparation, the customer told us she had to leave and did not want us there while she was not there.  So we had to reschedule.  We had driven an hour to be there on her scheduled day.  

  The new dates were July 5th & 7th.  On July 5th we arrived to do the ground preparation, but the customer did not supply adequate access to the pool site for our equipment, which was outlined in her signed installation agreement(attached).  The customer had us roll up a section of fence to provide access (not Backyard Leisure's responsibility).  Then the ground was graded to the customer's wishes. 

  On the 7th when the installers arrived to perform the build, it was raining and the pool site was too wet to be able to correctly build the pool.  Therefore it had to be rescheduled.  The next available date was the 17th.  The pool site is graded, and the pool kit is on location ready to be built, but the customer is demanding we build it sooner than the 17th, which is not possible.

  If the customer had been present on site on her original scheduled days, then it would have been built in the 2-4 week timeframe.  Even with rain delays, if the customer allows us to proceed, it will be installed around 5 weeks from the original date of purchase. 

  A refund is not acceptable due to the above reasons.  

   

  Thank you for your assistance with this matter,

  Backyard Leisure Management 

   

  Customer response

  07/11/2023

   
  Complaint: 20299753
  
  I am rejecting this response because:
  

  On June 15, I was emailed the appointment information. The appointment times that I confirmed via email on June 16 was for June 28 (grade) and June 29 (build) from 10am -12 noon.  No one arrived on June 28 between ***** noon.  *****, I never told anyone to leave because no one arrived.  Additionally, I confirmed the date of install on June 16 via email for June 29 between ****pm.  However, I was told that there were no available appointments for June 29.  This was very puzzling to me because I had already confirmed the date previously by email.
  
  On June 29, 2023 (about 10:30am), I called Backyard Leisure and spoke with *****.  The tone that he was using to me was completely unacceptable and unprofessional.  He told me that I would have to pay an additional $300 for the grade.  In my experience, appointments are scheduled for a reason.  He was consistently overtalking me, and I wasnt able to speak at all.  I told him that I would just call back later.  Within minutes, ***** called me back and apologized.  He told me that he had looked up my appointment and saw the time that my appointment was scheduled for the grade.  At the conclusion of the conversation, I was now scheduled for the grade on July 5 and installation on July 7 (10am-2pm).
  
  On the day that the driver arrived (July 5), I had to endure the constant negative criticism from the man who arrived at my property to grade.  Initially, he wanted to uproot my fence post that was cemented into the ground which included the gate to the backyard. Doing this would have damaged a large portion of my fence.  In conclusion, he rolled the fence back on the right side of the gate to gain access to the backyard, but some of the hardware was missing afterward.
  
  On the day of the build (July 7), my scheduled appointment time was from 10am-2 pm.  Once again, no one arrived during these times.  Instead, the crew arrived at 5pm.  I knew they would not have enough time to install the pool.  The pool materials were placed on my property.  I was told by the crew that they would be returning the next week (July *****) since it was a slow week with minimal installations.  I called on July 10 to find out when they would be returning to build.  I was treated with complete disrespect.  Since the materials were placed in my yard, I wanted the pool to be built this week. I was told that is not going to happen. Afterward, I was hung up on. It is very puzzling that the materials were placed in my yard when the next available appointment is on July 17th. I feel that appointments are made for a reason. I was told several times No problem and Ive got you. In actuality, their customers have to meet the companys demands in terms of appointment times even after confirmation.
  
  Also, I scheduled an appointment with the fencing company for today (7/11) at 9am.  The appointment was kept and the repair cost is to be determined. At this point, I simply want the materials picked up and a full refund.  I never asked for this chaos to occur.  I have attached the series of emails confirming these appointment dates that was scheduled and confirmed.

  Sincerely,
  
  ***************************

  

  Business response

  07/11/2023

  Good evening,

  Backyard Leisure was not informed by the customer until the day of her grading, that she was not available after 12:30pm on that day.  We were not informed until we arrived to do the work.  That is what caused the rescheduling.  

  Then when her new date arrived for grading, it was done.  However Backyard Leisure is not responsible for access to the pool site, that is the homeowner's responsibility, as outlined in her signed installation agreement.  

  When we showed up to do the build, we were unable to, due to rain.  This is not Backyard Leisure's fault.  It is currently on the schedule for this upcoming Monday.

  No refund will be available at this time. 

  Thank you for your assistance in this matter,

  Backyard Leisure Management

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, We bought a new hot tub Sunday for almost $13k. We were never informed it was actually a USED hot tub. We were only informed it was a 2022 floor model (sitting empty like the rest of the floor models in the store) so decided to buy it. Upon delivery after work I noticed it was dirty. Like very dirty. After inspecting it (and taking pictures) I noticed it was USED and already needing replacement parts. Upon contacting the store I was informed by our sales guy he had meant to clean it and replace the filters before delivery but he'd forgotten. I explained the issue is we were sold and paid for a NEW hot tub, not a used one. He ignored that and tried to offer a cleaning and free replacement parts. I just emailed him again but he is pretending this is a miscommunication. It is not; it honestly feels fraudulent. I have his admitting he sold us the hot tub knowingly in email. As of now I have a hot tub that I'm uncomfortable using because as soon as we hook it up our warranty would be cancelled (because they aren't hooking it up) and it's already used AND already needing replacement items. I told him I either want a 50% refund, which is current rate for a used hot tub, OR a 100% refund and he can pick it up. Replacing our hot tub with an actual new hot tub supposedly isn't an option due to there being no more 2022 models stocked. I don't know if I need to contact you, or my ************ or even the police as this feels so wrong for a business to do this. I'm beginning with you. Please help. I have pics on my ****** of all including the email. I will send this then upload pics. If pics aren't uploaded please email me so I can attach to email? I'm unsure if I can add pics in or not after I submit. Thank you so much!

  

  Business response

  06/02/2023

  Good afternoon,

  This customer purchased a floor model ******** brand spa from ** on 5/21/23, and it was delivered 3 days later on 5/24/23.  The customer was able to see the model they were purchasing, and chose the accessories to go with it. 

  The attached paperwork shows that it was a floor model they were purchasing as well.  In addition, the signed paperwork shows - "All sales final!  No returns, exchanges, or cancellations on any major ticket items."  

  Additionally their signed installation agreement shows under Customer/Homeowner's Responsibility - "all aspects of electrical hook ** in accordance with the manufacturer's requirements, as well as any local requirements that there may be."  No warranty will be voided, in fact it is necessary for the homeowner and their electrician to provide the hook-up.  

  The floor model they purchased was heavily discounted over a new model, $4,078 discounted vs an equivalent new 2023 model.  

  Regarding the cleanliness, there is what appears to be some minor dirt or waterline that appears in some of the photos.  These are in areas not readily visible to the store staff or the customer - until the customer began filling up the spa.  We apologized for the inconvenience, and offered a cleaning service be done, as this would normally be done in the showroom, but wasn't noticed.   We also offered 2 years worth of filters and a year's worth of chemicals as compensation.  Backyard Leisure is still willing to offer this for the inconvenience.  However, a 50% or 100% refund/cancellation is not negotiable, per our sales agreement signed by the customer.

  In no way shape or form is this hot tub "used."  It was never delivered to a customer's house, nor was the warranty activated until delivered to this customer as the first owner.  This hot tub had water in it one time while on display, then was drained to be moved around in our showroom.  This is common of most hot tubs.  The dirt is easily cleanable and will cause no issues of any kind.  

  Thank you for your assistance in this matter

  Sincerely,

  Backyard Leisure Management

  Customer response

  06/03/2023

  
  Complaint: ********
  
  I am rejecting this response because this company is rationalizing their unethical behavior with semantics and disclosing misleading facts to cover the essential point of our complaint: we were charged top dollar on a used hot tub that has indeed been used. It was never disclosed to my husband nor I before or at the time of purchase that the empty, new floor model we were purchasing was, in fact, a previously used hot tub, much less a wet floor model hot tub already in need of replacement parts. 
  

  1) Used is USED. Whether by customers or the store makes no difference. We purchased an unboxed, unused floor model- not a used (or wet as they call it) floor model with rust, mold, dirty chemicals, water and old filters. This tubs used condition (a) wasnt disclosed (b) wasnt discounted. 

  2) We have NEVER filled this spa with water nor even connected it to the electrical system. It is sitting outside on our patio where it was delivered, and had been since the day it was delivered. I took pics and emailed company my concerns immediately after work when I saw it. We do not feel comfortable using it. Especially now as we have no trust in the integrity of that store. 
  

  3) Have you seen the pictures? A) An inch of water was actually sitting in it upon arrival! B) There was no water in it at the store a few days earlier so how/who put it there? C) We wonder if it is even the same floor model we saw in the store/ a switch and bait tactic. 
  

  4) Please see email from store to me on May 26, Friday, where dealer stated he got used tub from another store. This possibly explains why there is water in the tub and rust on hot tub that we didnt see on it in the store? IDK. Weird.  

  5) It dont let me attach the 2022 pricing via ****** online. Where can I email it?
  

  6) We went in for the A***** model but was told ALL the 2023 hot tub model prices increased by 25%. The $4k+ difference mentioned is misleading as salesman is comparing apples to oranges and including the 2023 increased percentage, not the actual price of the already discounted 2022 model.  

  We bought with the **model because we were told it was normally priced 25% less due to regular 2022 pricing as 2023 pricing was 25% more. We were told there was no **model for 2023 but this new 2022 floor model was discounted to make room for ***************************************************************************************** the store. 
  

  7) FYI: the ONLY hot tubs filled with water in their store (out of 20+) were 2 of their huge, new model demo hot tubs.
      There was no reason to believe or ask if this hot tub model we bought was used as it was a smaller model.  We also did not see any water in it, at all, at store. Yet, dirty chemical water was in it upon deliverywhy? 
  

  8) We truly believe this is a fraudulent business. We have pictures and emails to support we did not receive a new hot tub or opener floor model but instead recorded a used hot tub, possibly even directly from another store. 

  9) If this local business isnt going to fix this issue what is BBBs recommendation? Please help.
     Could you directly contact the manufacturer for a second opinion on this matter, find out if this is indeed acceptable business practices and what the 2022 accurate pricing was on our date of purchase? And discern normal pricing difference between an out of box floor model versus a wet floor model in need of replacement parts? Im confident ********s manufacturer would not be okay w/ this stores unethical business practices as they take a lot of pride in their product and marketing (which is why I chose their brand). Im done dealing with this sales guy as he is doubling down on his position and cant seem to understand $12,700+ is too much to pay for a USED, rusting hot tub. 

  If you need any/ALL pics or emails again let me know. 
  

  Sincerely,
  **************************

  

  Business response

  06/05/2023

  Thank you for your assistance, here is our response to the customers points - 
  
  
  1- Hot tub is not used.  All hot tubs get water put in them at one time or another.  A "used" hot tub is one that is delivered to a customer and used by the customer.  If it is a showroom model, it is simply that, a demo or display, which was disclosed to the customer, they knew they were getting the floor model that was in front of us.
  
  
  2 - We did receive photos, we apologized and offered to clean the dirt that was behind the seats that was missed.  I have attached some more photos that the customer sent me.  The dirt is very minor.  It can be cleaned so easily, we understand the customer was still frustrated and offered to do it urgently, as well as bring them some extra filters and chemicals free of charge for the inconvenience.  But the tub is in fantastic condition overall, it just needs a once-over behind the seats.  
  
  
  3- The hot tub is the same and this can be verified via the serial number on the bottom of the unit.  In the photos I saw there was very little water.  This water is either rainwater, or water from the plumbing.  When a hot tub is tested at the factory and shipped out, it will have a small amount of water in the plumbing that will collect in the footwell of the unit during transportation.  The same goes for if it is filled up on display.  This is normal and expected. 
  
  
  4 - Again, this hot tub is not used.  They knowingly purchased a demo unit.  
  
  
  5 - Hot tub pricing found on the internet is not relevant, as every single geographic region will have different hot tub pricing.  The unit the customer purchased was displayed with a 10% floor model discount, and they received a 15% cash discount on top of that.  In addition, the new **** model is at least $4,000+ more than what they paid for a demo model.
  
  
  6 - I am not sure I understand this point.  The customer cannot purchase a **** R series because they no longer exist.  They purchased a floor model, and no discussion about ever having been filled with water ever took place. The customer did use our floor model A9L ******** to test out many different Jetpaks.  This unit was shown with the same 10% floor model discount as the one they purchased and was clearly shown with water. 
  
  
  7 - All of our available ******** floor models were displayed with 10% off for the demo unit.  This includes the dry and wet floor models, and the one the customer wet tested, and the one the customer purchased.  
  
  
  8 - All hot tubs have water in them.  Always at the factory, and sometimes in the showroom.  The customer never asked anything about this, we would gladly have told them which did and did not have water in them at the showroom level.
  
  
  9 - All pricing is region specific.  No pricing from online or other dealers is relevant, as they would be in different regions.  The customer was told all the discounts they were receiving (floor model and cash) and what the price would be for a comparable **** new unit.  They opted for the demo unit.  The customer purchased the tub after viewing it in person.  We offered to clean anything that was missed behind the seats.  It is an easy fix that we are happy to do, we also offered compensation for the inconvenience.  
  
  
  Thank you for your assistance in this matter,

• Initial Complaint

  05/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a swim spa in August 2022. I was told to be prepared for approximately 6-9 months for delivery. I was told in March 2023 it would delivered between April and June 2023. I have heard nothing since. I have called at least 3 times on hold for manager who never picks up, I have emailed several times since with no answer. I either want by swim spa by June 1 or a full refund

  Customer response

  05/26/2023

  *******,  ** ****************** location 

  

  Business response

  06/02/2023

  Good afternoon,

  Backyard Leisure would like to apologize for the lack of communication.

  Management checked into this and it looks like there has been some email correspondence between the salesperson and customer on March 21st, May 27th and June 1, as well as some beforehand.  June 1st it was relayed to the customer that the current projection is *****August 2023.  But we will supply more frequent updates to make sure communication is maintained. 

  We will have the sales person reach out with management's contact info as well just in case another thread of communication is needed.

  Thank you for your assistance !

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a pool from Backyard Leisure in Nov. 2022. Payment was made to them through a loan company in full in Nov. They called and scheduled a build for our pool in Dec. and said they would be there Jan. 9th. At the end of Dec. they called back to reschedule for Jan. 16th. They came on the 16th and said they would be back the next day to continue the work. Waited all day, no one showed or called. Called the next day to make sure they were coming so as to not have to wait all day for no reason. They showed up and found out that the hole they dug was not even big enough. They kept saying they would be back the next day and they would only show up half the time, causing us to waste time and lose money as my husband was not able to start a new job. We did have issues with water coming up in the ground but that is no excuse to not show up when you say you will. The workers kept telling us about the other jobs that they were working on on days they were supposed to be at our house. So after 3 months we started calling ***** to find out what the deal was. They told us that we could either pay an additional ***** dollars to get the job done now or we could wait until spring when the ground dried up. I felt this was a shake down because they knew that we needed to get this done. We could not use our yard because it was a mess due to all the equipment. That meant that we could not start working in our yard because they would have to bring more equipment in whenever they decided to come back and try again. So, we paid the extra money for them to come and get it done. We waited another week and they finally showed up to finish, but they never finished. That was the beginning of March. We keep calling and nothing is happening. It is now April 12th and we decided to go ahead and bury the pump and purchase a box for it ourselves at additional cost to us. This is after we paid the extra $3500 to go ahead and get the rest of the build done. We called ***** at the beginning of March to get the concrete scheduled and he said he would call us back to let us know when they would be there. March 16th and we never heard back from him so we called him again asked if we could get the $6000 and change to pay another concrete person ourselves. He said that we could not do that but he would get this scheduled Again he said he would call. Never heard anything from him so I called the ************* on April 4th and he assured me that I would hear back from ***** on the following day and even gave me his cell phone number so that I would be able to contact him directly. The next day I never received a call from him so I texted **** to let him know. I gave it until the following week to call back. My husband called back and spoke with ***** and he said he would have ***** call us back. The next day we never heard back from anyone so I decided to call the store. I called all day long on Tuesday April 11th. I called both the store and ****** cell number and could not reach anyone until after 5. ***** answered the phone and said that he had texted and emailed ***** and that ***** would call us back. I explained to him that I did not feel confident that that would happen given the fact that it had been almost a month since we heard from him and we keep leaving messages and still nothing. I explained my frustration and said I really did not know what to do at this point and that I didnt want to contact an attorney and he got all defensive and told me that he could no longer talk to me. I understand that getting something scheduled may not happen overnight but it has been over a month since we talked to ***** about it and not even heard an estimated time frame as to when this will happen. We can not get ***** to return our calls and **** giving me his cell number did no good if he will not answer his phone.

  

  Business response

  04/18/2023

  Good evening

   

  Concrete was done at this customers house on 4/17/23.  Everything is good now as far as Backyard Leisure is aware.  Management is following up with *************** to ensure everything is satisfactory.  

   

  Thank you for your assistance in this matter. 

  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 resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased an A8L Hot Tub on June 3 2022, was told the lead time would be 6 weeks. After 6 weeks I was told by **** * that the unit purchased was shipping the week of 7/25, called business on 7/29 and was told the unit was scheduled to ship on 8/29, 2022. Called business again on 8/1/22 and was told the unit would ship on 9/5/2022. I also noticed at this time that the sales order does not match the unit ordered. I requested to cancel the order and receive a refund, I was told I could not. I requested at the minimum to chage the sales order and send it to me corrected on 8/3/2022. I called again on 8/6/2022 11am and was told they would send it right to me via eMail on 8/6/2022. I called again at 2:30pm on 8/6/2022 and was told neither manager that was supposed to have sent this was available.

  

  Business response

  08/09/2022

  Good afternoon,

   

  Custom spa orders can take anywhere from 6 weeks to 6 months(sometimes longer depending on brand) and it really just depends on raw materials, shipping, manufacturing plant conditions and many other factors. We provide the current estimate to the customer at time of purchase, however some times delays can happen.  We are sorry to hear that your spa was delayed, however it does appear your spa will be shipping the week of 8/22/22.  We will deliver it as soon as possible once it arrives. 

  On your sales order it does state that “All sales final! No returns, exchanges or cancellations on major ticket items… Due to Covid-19 delays any ordered hot tubs, spas, swim spas or pools can take many months for arrival.  Material shortages and plant shutdowns have caused unprecedented delays.  All ordered products are paid for in advance and therefore there are no cancelations or refunds.  Please see our return policy posted at our front counter for additional details.” 

  Regarding the model, we did change to to the A8L per your request, there may have been miscommunication during your wet test with your sales person, but either way we are happy to change the model to accommodate your preferences.  So it will be the A8L model that ships the week of 8/22/22 pending any other further considerations that arise.

   

  Thank you for your assistance in this matter

  Backyard Leisure Raleigh 

  Customer response

  08/09/2022

  Complaint: ********
  

  
  I am rejecting this response because:
  

  The delivery issue was first said to be the factory but below it appears the issue is the Backyard Leisure LLC warehouse, so all of the excuses below are not valid.  

   

  Hi *****,
  We can have the sales order fixed for you showing paid in full on 06/03/22.
  
  
  Just so we are on the same page, I was unaware of any previous updates given to you about your situation since we talked on the phone last week. It was a pretty simple call only asking for a updated delivery date of which I gave the date of 09/12/22. After giving this answer and hearing the disappointing feedback from your end about delays and poor communication I offered to fix the problem with hopes of having the tub shipped out immediately. 
  
  
  That day I sent in everything and got the order fixed exactly to what you ordered (sales order is dated 08/02). Unfortunately, I wrote your email down wrong and the message did go through so I was under the impression you just weren’t responding back until I came back into the shop today after my days off to your phone call asking for the email.
  
  
  Apparently **** noticed you called and saw my notes in the system and felt like it was a good idea to send you over an update of the tub via text before anything was confirmed and I’m sorry about that.
  
  
  Our goal here isn’t to tell you a bunch of random dates and waste your time. The tub was originally supposed to ship 07/25 and the 29th until our scheduler called the manufacturer and pushed every tub back 3-4 weeks because our warehouses were too full. Inconveniently this happened the morning you spoke to me so I was not in the know about the situation.
  
  
  I’ve called ******* and he told me he would not have a answer for me until Monday about possibly getting the tub shipped out sooner, he is fully aware of the situation and is working on every possible solution for you. 
  
  
  I understand you were quoted for 6 weeks and the tub is currently arriving in 11 weeks based off the date of purchase and the most recent ******** update. I’d like to offer some sort of compensation for the extra time you had to wait for the tub. Per our compensation policy, I can not discuss any hard numbers of compensation until the product is delivered and by all means we can definitely talk numbers more once the tub is delivered.

   

   

   

  
  Sincerely,
  
  ***** *********

  

  Business response

  09/13/2022

  Good afternoon,

   

  Thank you for your assistance in this matter.

   

  Since our last communication through the BBB, the tub has since been installed.  It was the correct model and we have since not heard anything from the customer. 

  The 5 year parts and labor warranty begins from date of installation which was 9/2/22. 

  We apologize for the inconvenience of the delays, but that was out of our hands as ******** manufacturers these tubs, we can only deliver when they do. 

   

  As far as any further communication goes we are always happy to help if the customer can please just call the Raleigh store, we are here 7 days a week.
  

   

   

   

  Customer response

  09/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:  Per Backyard Leisure employee on the attached 8/6/22 eMail, the delay was exclusively caused by Backyard Leisure.  In addition, compensation was promised for all the delays and poor customer service.  This did not happen either, another lie by Backyard Leisure.  Failure to take responsibility and serve the customer will not end with this complaint.  This company has a systemic problem specifically at the Raleigh location with ****, *****, and ****.  the "new" customer service person is worse than the 3 we were forced to deal with.
  
  Sincerely,
  
  ***** *********

  

  Business response

  09/20/2022

  Good morning,

   

  Backyard Leisure always endeavors to deliver our customer's correct orders in a timely manner.  We rely on our manufacturers to ship us the product that has been purchased by the customer before we can deliver it.  The 6 week delivery estimate originally given, was simply that, an estimate, given by ********.  We apologize they were not able to meet the original estimate.  We know how frustrating it is to have to wait for a large purchase, especially one that can both bring the family together and ease aches and pains. 
  

  Regarding the A8 vs A8L discussion, originally the tub discussed with the salesperson **** was in fact an A8, non lounge model hot tub.  I have attached the original quote.  Weeks later, the customer was very insistent over the phone that he wanted the lounger model, A8L hot tub, therefore in the interest of customer service, we changed the tub.  This did not affect delivery time, and if somehow it did, it was a matter of days.  We apologize for any inconvenience but are confident now that the customer has the tub, it will be enjoyed for many long years.  We are also always available 7 days a week for free water testing, maintenance calls or whatever else the customer may need!
  

   

  Thanks to all for assistance in this matter,

  Backyard Leisure
  

  Customer response

  09/20/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  **** placed the order incorrectly, as we were looking at the floor model that had the lounge and that is what we requested.   Fortunately I caught this error after contact with Bulfrog.

  But as usual Backyard Leisure does not accept responsibility for anything including all the wrong information and the reimbursement promised as a result of all the poor service experience.  The late delivery was specifically caused by Backyard Leisure mis management in the "warehouse" or retail space next door.  Good riddance to this company, we will be sure to provide feedback to as many as possible to stay away from this company.

  
  Sincerely,
  
  ***** *********

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased the floor model of a hot tub March 31, 2022 with a 2-3 week delivery timeframe. After much run around and multiple phone calls the hot tub was delivered on May 11, 2022. The wrong dirty hot tub was basically dropped on the back patio with no instructions and the cover was put on in the wrong spot. I immediately let the store know the issues. We were told we could use that hot tub until the correct one could be delivered. The next day I spoke with ***** at the store she asked me to give her a few hours to see what was going on. **** called back instead that afternoon and said he would walk us through how to use the tub, order us booster seats for the tub, give us written detailed instructions on how to use and the chemicals, and order new panels to move the cover. After phone call with **** hot tub is not working correctly, he said he would have a spa tech contact us. Several phone calls and texts later a spa tech shows up on 6/3/22, he was unable to fix the issue and said it was a bad electrical part not the pump, he would have the store call. He did not bring the booster seats as agreed. The store was supposed to call us back, I called on 6/6/22, the store said they have ordered the part on rush, they had ordered panels, acted like they knew nothing about the booster seats. ***** asked me to give him time to get the hot tub fixed, they will give us $1000 back to our credit card and $500 store credit. If they did not follow through with coming and fixing it he said we could start the process to return it. They came 6/27/22 no fix happened said it was the pump. Called the store the next day was told they would be here on 7/6/22, they did not come. I told them I wanted to start the process to have the hot tub picked up, our money returned and the financing cancelled. I was told no. I reminded them we did not even have the hot tub we bought and signed a contract for. At this time the hot tub has not been fixed and we have received not one penny.

  

  Business response

  07/18/2022

  Originally the customer came in to our Raleigh store and spoke with salesperson ***** ******** about a 5900 floor model Hydropool.  However when she purchased a few days later, her salesperson was not in that day.  Another sales person processed her order over the phone.  When ***** ******** came back in he made sure she got the tub that was discussed during their in-store consultation.  However upon delivery the customer believed it to be the wrong spa, even though it was the one originally discussed.  That being said, Backyard Leisure was happy to make the switch for the customer, and still is as of writing this message.
  

   

  The 5900 model she did receive has had a pump error, we sent 2 techs out but due to a miscommunication from the manufacturer, the wrong part was brought out.  We have the correct part in our possession now and are ready to either repair it, or switch the tub out.  However at this time the customer is not allowing a repair or a swap.

   

  Compensation was offered to the customer in addition to our two proposals to rectify the situation, but both were declined, as was the compensation.
  

   Thank you for your assistance,
  

   

  
  

  
  

  Customer response

  07/21/2022

  
  Complaint: ********
  
  I am rejecting this response because: As most of the interactions with this business have been their response to my complaint is full of untruths and misinformation. We have been very patient with them despite the fact that every time we have tried to get the tub fixed we received the run around from the store. Every person that I talked to told me something different.

  To address the specifics of their response:

  1. After speaking with ***** briefly in the store on one occasion I called to tell them that we would like to purchase the 5900 model if they would hold it I would be in the store the next day or two. No contract was signed, I did give them a $1000 deposit to hold the tub. I went into the store on 3/31/22 and worked with Aaron on the final purchase. At that time we talked about the fact that I may not like the 5900 model because it has a lounger and I am short. I sat in both the 5900 and 6800 floor models and decided on the 6800. The sales order from my purchase that date clearly shows I purchased the 6800 model. No where on this receipt does it state the 5900 model.

  2. When the wrong tub was delivered I immediately called the store. All the promises to make it right began then. None of those have ever been fulfilled. I could write pages on the phone calls that I have made to the store and the things they said that they would do that have gone undone or half way done. 

  3. I have missed hours of work and had to reschedule specialist doctor appointments for my child due to them not coming when originally scheduled, not having the knowledge to fix this particular tub when they came, not having all the parts, or them miscommunicating with themselves and the manufacturer. The last time they were at my house to fix the tub they had the wrong part. I was told they were going to have someone bring the part from Raleigh and they would be back to fix it that same day. Well after 5:00 I was called and told it was not going to happen that day they had the part in Raleigh but it would be the next week when they could fix it.

  4. I never declined compensation, I have been told by them that they would not give us any compensation until the tub was fixed and we agreed to keep it. Why in the world would we want to continue this saga with them. It has been nothing but a nightmare rollercoaster that we want off of, we no longer wish to do business of any kind with Backyard Leisure. They have not followed through with anything since the beginning. 

  
  Sincerely,
  
  ****** ******

  

  Business response

  07/23/2022

  Good afternoon,

  We were told by the customer that she would accept the lounger version.  We are happy to switch out the pump and get it working, and compensate her for the hassle.  However at this point the spa could have been repaired weeks ago but we have not been allowed by the customer to do so.

  Alternatively if she wishes to replace the spa with the 6800 non-lounger version we are happy to do that as well.

  We just need to know which route she would like to proceed with.  

  We are unable to cancel the project since she does have a tub, that she accepted.  We need to be able to service it with the 3 year parts and labor warranty the unit provides, as well as our 1 year labor warranty which we will extend, to have it start when the unit is operational.  

  Thank you for your time and assistance, 

   

  Customer response

  07/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The tub was accepted contingent the business followed through with their promises to make things right. Since this has never been fulfilled we are once again asking to cancel the sell and pick up the tub. We want nothing to do with this company. 
  

  We have given ample time for the hot tub to be switched out and/or repaired. We expect the company pick up the tub and refund our money. If not we will have to escalate our complaint to the Attorney General’s office or small claims court.
  Sincerely,
  
  ****** ******

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 11th, My wife and I went to backyard leisure to possibly purchase a swimming pool for our back yard. ***** ******, the seller's representative, proceeded to assist us with a sales transaction of a inground pool. My wife and I explained to ***** during this transaction that we would need to measure our back yard to ensure that a pool would fit prior to moving forward with the purchase. ***** assured us that he would not purchase anything until Monday, June 13th after we contact him. We went home, measured the backyard and reviewed the permitting requirements of the placement of a pool in comparison to septic lines and determined that the pool would not fit in our backyard. I contacted ***** on Monday, June 13th at 10:33 am to hold off on ordering the pool because the we have to verify were the septic lines were located and may not be able to install a pool. ***** stated he understands and he will try to locate a sewer line locating vendor to assist us if we cannot locate one. The contractor who installed the lines came out on Friday, June 17th and informed us that the lines were running throughout our whole yard and we would not be able to install the pool per city codes. On Saturday, June 18th, my wife and I went to the Backyard Leisure Pool and Spa location and returned the dolphin cleaning machine that we won during our first visit and to see if we could possibly purchase a **** ***. ***** stated that they are out of stock for a year and he would contact us on Monday with any availability. He never called back. On June 28th, I received a statement from ******** stating that Backyard Leisure received $45,739.95 for the pool. I contacted ******** and they stated we needed to contact ***** to request they refund the monies. After multiple back and forth conversations with ***** who stated his owner needs to refund and ***** the Regional Manager, they are refusing to refund the money back to ******** stating they already purchased the pool.

  

  Business response

  07/18/2022

  Good afternoon,

   The customer came in and purchased a ******* pool from us on June 11th 2022.  Both Mr. and Mrs. ***** signed the attached sales order that said their sales order was paid in full, financed by ********.  They also signed where it says all sales final, no cancellations or refunds or major ticket items.  When we were later notified of the septic issues preventing installation, ***** their sales person attempted to find a septic company on behalf of the customer out of a desire to provide good customer service.  However between *****' conversations with septic companies and the other companies that the customer spoke with, there were no ideal places to put the pool, except far back in the yard.  The customer at this time expressed interest in either switching to an above ground **** ***, or cancelling the project.  Considering all these facts, Backyard Leisure provided the customer with these 3 options:

  1-Cancel the project with a 25% restocking fee, since Backyard Leisure already placed this custom pool order and received the pool in our warehouse shortly after the customer placed the order.

  2-Switch from a ******* pool to a **** ***, which has a longer lead time, but would allow the customer to receive a product that would work better with their septic layout.

  3-Install the pool they purchased in the back of the lot where septic is not an issue.

   

  All of the options were declined by the customer, but Backyard Leisure is still ready to proceed with any of the three. 
  

   

  On June 11th, My wife and I went to backyard leisure to possibly
  purchase a swimming pool for our back yard. ***** ******, the seller's
  representative, proceeded to assist us with a sales transaction of a
  inground pool. My wife and I explained to ***** during this transaction
  that we would need to measure our back yard to ensure that a pool would
  fit prior to moving forward with the purchase. ***** assured us that
  he would not purchase anything until Monday, June 13th after we contact
  him. We went home, measured the backyard and reviewed the permitting
  requirements of the placement of a pool in comparison to septic lines
  and determined that the pool would not fit in our backyard. I contacted
  ***** on Monday, June 13th at 10:33 am to hold off on ordering the pool
  because the we have to verify were the septic lines were located and
  may not be able to install a pool. ***** stated he understands and he
  will try to locate a sewer line locating vendor to assist us if we
  cannot locate one. The contractor who installed the lines came out on
  Friday, June 17th and informed us that the lines were running throughout
  our whole yard and we would not be able to install the pool per city
  codes. On Saturday, June 18th, my wife and I went to the Backyard
  Leisure Pool and Spa location and returned the dolphin cleaning machine
  that we won during our first visit and to see if we could possibly
  purchase a **** ***. ***** stated that they are out of stock for a year
  and he would contact us on Monday with any availability. He never
  called back. On June 28th, I received a statement from ******** stating
  that Backyard Leisure received $45,739.95 for the pool. I contacted
  ******** and they stated we needed to contact ***** to request they
  refund the monies. After multiple back and forth conversations with
  ***** who stated his owner needs to refund and ***** the Regional
  Manager, they are refusing to refund the money back to ******** stating
  they already purchased the pool.

  Customer response

  07/18/2022

  
  Complaint: ********
  
  I am rejecting this response because: The information that they provide below is false information and the sales individual that we dealt with gave us a 100% guarantee that he was not placing any order on the pool until we measured our septic lines and contacted him on Monday morning and we followed through with his request.  At no time did ***** or anyone from Backyard Leisure state that they ordered the pool and it was too late to cancel the sales order nor did ***** try to contact sewer vendors to assist with options.  

  We are currently pursuing legal action against Backyard Leisure as this is the alternative that they have chosen. 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  06/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Original message: Purchased pool on 04-15-2022 Paid $14,873.45 Install date suppose to be on 05-27-2022 I Have Texted and called multiple times and people all saying they will get me a install date as of 06-03-2022 nothing! First of all let me say my sales experience with **** and everyone that was there when I purchased my pool was extremely satisfying. However getting my pool installed is becoming a nightmare! First my scheduled date was longer then expected bc my name was spelled wrong and wasn’t sent so the installer didn’t know who I was for about a week. Then when I finally got a date over a month out it of course there was a huge storm on the morning of the install. No one called to reach out knowing this situation however the installer showed up and dropped all my pool boxes at the end of my driveway. It’s now been over a week with no install date and everyone telling me “I’ll check on it” or not answering my request for a date. Finally I get a call from the installer saying he is working on getting me back on the schedule but doesn’t foresee it being in the next 3/4 weeks so now I’m here stuck with boxes of a pool and equipment that I paid 15k for and no install date. Hopefully my pool will be installed this year ??????? Update: Came to install the pool on 6/15/22 did a horrible job. missing pieces, leaking, not placing the pool the right place to where the pump will plug. Then telling me i need to pay $200 for hard piping to make it work. Not showing up on time delaying other contractors, smoking and leaving cigarettes on ground. They still have not finished my job!

  

  Business response

  06/17/2022

  Good morning,

  Backyard Leisure’s installation team will be out today to finish the final touches on this project.  If anything else comes up we will be happy to assist with any concerns or questions.

   

  Thank you very much, 

  

  Business response

  06/24/2022

  Good afternoon, we are waiting on 2 pieces from the manufacturer that go around the top of the pool.  We are ready to go out to the customer's house and complete the job at any time, we just need those parts.  We will reach out to the customer to set up a time to attach the toprails (picture attached) as soon as they arrive.

   

  Thank you very much,
  

  Customer response

  06/24/2022

  
  Complaint: ********
  
  I am rejecting this response because: im being told something different everyday.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a **** **** spa from Backyard Leisure and it has a leak. We contacted the manufacturer who agreed to repair under warranty and directed us to call the dealer. I started contacting Backyard Leisure on 3/3/2022. They had no record of the first three calls. Contacted manager who assured me the service tech would contact us. No calls. I have called 2-3 times a week for a repair appointment with no response. Finally requested techs direct number and contacted him (****). Multiple calls for a repair date. Repair date set for 4/13/22 and they were a no show without contact to let us know. I had taken off work to be available. More calls 2-3 times a week for an appointment. Repair rescheduled for 4/20 between 12-2. Showed up at 5 with no tools and seemed unfamiliar with the tub or the repair. We question if this was a qualified repair tech. Unsure they have a repair tech despite manufacturer states they are required to have a repair tech. My husband showed him where we thought the leak was and what parts were needed to fix it. Told they would order the parts and return. More calls 2-3 times a week to try to confirm parts in and schedule an appointment. Told parts were in and scheduled for 5/17/22. Stood up again and told parts not in after appointment time. It is now June and the tub is not repaired, no follow up and parts supposedly on order since April. Calling them has zero effect and we are concerned about added damage to the tub if they do not have a tech to repair it properly. This experience has been beyond frustrating and Backyard Leisure has failed us on the warranty repair. This is a costly investment and we do plan to continue to advance the concern until we have a proper repair or replacement.

  

  Business response

  06/17/2022

  Backyard Leisure is currently scheduled to be out on June 27th to correct this issue.  If anything remains outstanding after that appointment please let us know and we will be happy to assist the customer.  We look forward to correcting the situation and making sure the customer is satisfied and the hot tub is in great working condition. 

  Customer response

  06/20/2022

  
  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.  I am concerned this appointment has only been communicated via this complaint and no arrival time has been provided so I can assure my availability. This hot tub is not just sitting outside in the yard where they can access at anytime. What time can I anticipate arrival on June 27?  
  
  Sincerely,
  
  ********* ********

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