ComplaintsforGalaxy Home Recreation

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase of 15 x30 above ground pool on April 14, 2023 for $15,000. Install on May 9, 2023. Pool was leaking by July 1, 2023. Contacted Galaxy and was told that it would be fixed at the beginning of the next pool season. Galaxy never contacted us by March 2024. I have contacted Galaxy via website, text, calls, and in person since March 2024. Was told by *****-Pool Operations Manager at the time, on April 23, 2024 that they would be out to change the pool liner Friday April 26, 2024. Since then, run around in circles without the liner being changed. Galaxy has sent out different people with the only result of any work is one patch of the pool on Thursday May 30, 2024. The one patch did not fix the leak due to leaking at each upright rail on the east side of the pool and the liner separated at the return. Galaxy sent out a contractor to use a leak detector device again on Wednesday June 12, 2024. Still no updates or contact from Galaxy. From being told Summer of 2023 until June 20, 2024 that Galaxy would fix the under warranty issues, nothing is resolved and the pool remains unusable and from all the water leaking out, now a mosquito haven and unable to keep the yard maintained due to lawnmower getting stuck. Not to mention the water wasted and chemicals wasted. Not to mention the filter housing is shedding fiberglass into anyone that touches it. The breakdown of the housing was told to Galaxy in March 2024. Less than 10 months being installed. A major hazard in a product that they carry and fast to sell but will not replace. I was told to spray paint the housing and use gloves, long sleeves. This is a hazard and they should replace with a product of equal cost that will not harm the consumers. I will gladly take a full refund and they can come get their non functioning pool and components. Bid farewell. All buyers beware and they are extremely happy to sell you a product but will not stand behind any of the their products.

  

  Business response

  07/03/2024

  We acknowledge ********************' concerns regarding the 15 x 30 above-ground pool purchased in April 2023. We sincerely apologize for the inconvenience and the delays in addressing the issues with the pool.
  

  Upon investigation, Galaxy completed several service calls, including a leak detection in early June. We identified several leaks at the same height along one side of the pool, suggesting that an object (possibly a pool cleaner or toy) may have caused multiple small puncture holes over several feet. Manufacture warranty covers seam separations but not puncture holes. However, recognizing the significant delay in resolving the issue, we agreed to replace the liner and filter lid at no charge. On June 28, 2024, we removed the old liner, confirmed that the screws were taped, and installed a new liner. Additionally, we replaced the filter cover.

  We regret the distress this situation has caused and are committed to ensuring the pool is fully functional and safe for use. Please contact our customer service team if there are any further concerns.

  Customer response

  07/11/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off I bought a floor model which had the exercise equipment in it during display. The sales man **************, stated it comes as it sits, including the equipment. After delivery no equipment showed up. I call **************. He told me no. The equipment does not go with it. I told him you told me it did, because it comes as it sits Then upon delivery they broke a piece of trim. They said it was order by t still have not heard from them. Ive called about the side gets not working from day one., but no call back. ************** told me theres no one higher than him. Im going to retain an attorney, after spending ****** dollars which is a large investment

  Customer response

  06/21/2024

  Side jets not working from day one and trim piece has not been replaced.  No answer on exercise equipment.  They Will not return my call 

  

  Business response

  07/11/2024

  Thank you for bringing your concerns to our attention. We deeply apologize for the frustration and inconvenience you have experienced. We take these matters very seriously and strive to ensure our customers are satisfied with both our products and our service.

  First, we would like to address the issue regarding the exercise equipment. Our floor models do not typically include accessories or additional equipment. However, we understand there was a miscommunication regarding this matter. As a gesture of goodwill, we are ordering and shipping the exercise equipment to you at no additional cost.

  Regarding the trim piece, we apologize for the delay. The piece has been ordered and will be installed promptly upon arrival. We regret that we did not have your specific color in stock, which has contributed to the delay.

  We also understand that you experienced issues with the jets not working. We are pleased to inform you that service was completed on 7/9, and the jets are now functioning properly.
  

  Our Director of HR & Administration has reached out to you to personally apologize for any miscommunication and to ensure that your concerns are addressed. Once again, we apologize for any inconvenience you have experienced and appreciate your patience as we resolve these issues. If you have any further questions or concerns, please do not hesitate to contact us directly.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We purchased a patio set on Saturday, May 11th, 2024. We were told that there was a promotion going on for In Stock furniture if you purchased that day you would receive 20% off. They threw in free delivery if we paid in full that day. We went ahead with purchasing the Vinings Graphite sofa and Vinings swivel rocker chairs that day. I reviewed the sales receipt when our furniture was delivered and checked the price online, and noticed that we did not receive the discount that was advertised. I sent a text message to our in store sales rep as she gave us her cell phone number to reach out with any questions. That was on Friday, May 17th, 2024. She responded and said she would look into it. I sent her another text message on Tuesday, May 21st, 2024 when I had not heard back from her. She responded a few hours later and stated she had a family emergency and went out of town. She was going to call her boss who helped her write the order. I never heard back from her in that text, or from the store or manager that helped her with this. I then called the store on 6/07/2024 and spoke to *****. He stated that he would need to review the cameras and "send it up" for review and would need to get back with me the following week. I did not hear from him or the store that week. I tried emailing the manager and the sales email on 6/17/2024 and they would not go through. I then called the store to get the pricing on the set that I purchased to confirm how much each price was. *** answered and let me know that the swivel chairs were on sale for $1500, when they are normally $1600. He had to check on the price of the sofa.I sent a text to the chat on 6/17/2024 asking for a corporate number to call. ***** responded and asked if he could call me. I told him yes, that I was available. He responded with give me a few minutes. I waited over 30 minutes and he never called. I am owed over $600 in refund according tot he price and the promotion of 20% off when I purchased from them.

  

  Business response

  07/02/2024

  We want to extend our sincerest apologies for the inconvenience and frustration you have experience throughout this process.
  
  Firstly, we are pleased to hear that ***** has reached out to you and that you have received a refund of $1,301.17. We appreciate your patience as we worked to resolve this issue.
  
  To reiterate and address your concerns. The discount and pricing issue was indeed an error that the 20%discount was not initially applied to your order for the ****** Graphite soft and ****** swivel rocker chairs. We have now corrected this mistake and processed the appropriate refund. We also acknowledge the delays in our responses and the lack of follow-up from our sales consultant and store manager were unacceptable. We are implementing stricter protocols to ensure that all customer inquiries are handled promptly and efficiently. Moving forward, we are committed to improving our communication and ensuring that all promotional information is accurate and honored. This experience has highlighted areas where we can improve, and we are taking steps to prevent similar issues in the future. Thank you bringing this to our attention and giving us the opportunity to make things right.
  
  We value your business and regret this experience did not meet your expectations or ours. Please accept our sincerest apologies. If you have any further questions or require additional assistance, please do not hesitate to contact us. 

  Customer response

  07/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased our above ground pool at the end of May or beginning of June 2023. It was installed the end of June 2023. After filling our pool, we noticed it was leaking and found that the liner was ripped in several spots where the walls were screwed together. The installation crew did not tape over the seams as they were supposed to. We had to drain the entire pool, wait for it to dry out underneath and then wait for the installation crew to come install a new liner. We were not credited or reimbursed the ****** we spent on water. We also noticed that all pipes and equipment parts and pieces were glued together. We questioned this, as we were concerned for future issues and being unable to take things apart to service. We were told that they decided nothing was done incorrectly. This year, the interconnector between the pump and filter failed and began leaking. It was glued together and to the threads of the pump and filter. It clearly says on the equipment hand tight only. We now have an inoperable pool. Filed a service ticket on Sunday, June 2, 2024, have left multiple messages, and have yet to get a resolution. Save yourself the time and headache and spend your money elsewhere. What you might save here, you will spend on time and headache to resolve.

  Customer response

  06/05/2024

  I have been contacted by a Galaxy Home Recreation Manager. No need to move forward at this time. We are hoping for a resolution tomorrow morning! Thank you

  Customer response

  06/06/2024

  Consumer

  Most Recent Message

  Date Sent: 6/5/2024 9:03:49 PM
  I have been contacted by a Galaxy Home Recreation Manager. No need to move forward at this time. We are hoping for a resolution tomorrow morning! Thank you

  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased an unground pool 7/23/22. Construction began in March 2023. This was caous. They changed construction managers 3 times. Pool was completed. We opened our pool up for this season and our pump is not working correctly and the heater is not working at all. I called to try to schedule a service call on Tuesday March 19, 2024. I spoke with ****** from galaxy pool construction. He said he would file a service request and warranty request and call me back. I never received a call. I tried to call the main store in Broken Arrow and they stated they were unable to help me and when I tried to call back they transferred my call to an individual in the field who could not help me. I then attempted to call back and no one would answer the phone. **************** has been horrible. I would just like to have my pool working correctly.

  

  Business response

  04/04/2024

  We strive to not only build beautiful pools but to ensure the experience is as seamless and smooth as possible for our customers. We usually succeed in our goal, but we are truly sorry if we missed the **** for you.  After receiving the call from you, we came out to diagnose the issue and determined it was a pump flow error related to a manufactured part.  This could be a manufacturer defect or a result of improper winterization.  We understand this can be frustrating but, as with all pools, issues can arise from time to time. We repaired the issue at no cost to you and believe your pool is back in full working order.  Weve tried to reach out to you several times to ensure the repair was successful and that you are enjoying your pool, but we have not yet heard back.  We hope that you are enjoying your pool and will continue to for the duration of pool ownership.  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed the contract July 2022 for a $65,000 in ground pool. Galaxy finished most by April 2023. Finished in December 2023. The pool is not correct at all, multiple mistakes and the tech will not reply. Called ****, the head pimple. Any service will require a $199.00 service fee plus a $149.00 time charge plus any parts. They say if the weather dips under 32 degrees all warranties are void. I repeated that every winter in ******** all your warranties go void and he answered yes it does. This pool was my wifes dream. Now she wishes she didnt. The pain and hassles dealing with Galaxy was not close to acceptable. Every stage made think this was their first in ground pool. They were unable to do a competent job. Should have paid more for a company that knew what they were doing. For those who use Galaxy for a in ground pool, all I can say is I told you so.

  

  Business response

  01/30/2024

  Thank you for reaching out to Galaxy regarding the issues with your pool equipment due to frozen pipes. We understand the importance of resolving these concerns promptly.  
  
  As previously discussed, and outlined in the contract, the damage caused by the frozen pipes is not covered under warranty. To proceed with assisting with your issues, we have outlined the charges for our services. We would be happy to waive the service call fee of $199 to help assess damages and determine repairs needed. If there are any parts required for the repair, those costs will be the responsibility of the customer.
  
  We appreciate your patience and understanding as we work to troubleshoot and assess the situation. Regarding the non-functional light and pump issues you mentioned, we are more than willing to investigate these potential warranty items. However, it is crucial to first address the cracked piping and frozen equipment to ensure a through troubleshooting process.
  
  For your convenience, we have recapped the directions provided in *********** for winterization. As a responsible pool owner, it is essential to ensure save operations throughout the year, especially during freezing temperatures. We recommend professional winterization for those who may not have experience in preparing pools for winter.
  
  Please let us know when it would be convenient for us to schedule a service call to assess and address the issues with your pool equipment. We are here to assist you and ensure your pool is operating optimally. You can reach us at ************ option 2.
  
  Thank you for choosing Galaxy, and we look forward to resolving these matters for you. 

  Customer response

  01/31/2024

  I am rejecting this response because:   you dont need to winterizer your pool if you you keep the pump running through the winter last words from Galaxy. Your word is no good.The pool is 8 months old you have no warranty on our in ground pool.you telling me not to winterize the pool and run the pump 24/7. It didnt work and you run and hide. $ ****** service call plus $149.00 for the first hour for a new (8months) pool. Galaxy is not allowed on our property.

  

  Business response

  02/06/2024

  We have never told a customer to not winterize their pool, unless they have a heat pump. This customer does not. We offer free pool school before winter hits to go through all the required steps to winterize their pool and give all new pool owners this information so they can attend. There is no charge for this class. The customer is not willing to cooperate with us or allow us back on their property. I am hoping that this will be closed and not reflect badly on us as we have done everything possible to help this customer. 

  

  Business response

  02/06/2024

  We have never told a customer to not winterize their pool, unless they have a heat pump. This customer does not. We offer free pool school before winter hits to go through all the required steps to winterize their pool and give all new pool owners this information so they can attend. There is no charge for this class. The customer is not willing to cooperate with us or allow us back on their property. I am hoping that this will be closed and not reflect badly on us as we have done everything possible to help this customer. 

  

  Business response

  02/12/2024

  We understand your concerns, the offer of a free service call stands to assess the damages.  We would need to be on site for this.  Precautions though freezing temperatures is necessary with all pools whether closed or left operational.  We do advise that if you are not going to fully winterize your pool, then the pump should be running at all times to keep water moving and reduce the risk of freeze damage.  Although continuous flow dramatically reduces the risk of freeze damage, it is not guaranteed to prevent it when there are unusually low, sustained temperatures in the area.  We provide the details in writing for your convenience within your signed documented contract.  This also states Seller disclaims the buyer(s) acknowledge that the Seller is not liable for damage to the pool,the pool equipment, failure of buyer(s) to winterize the pool, discolorations resulting from the improper use of chemicals misuse, abuse, or neglect on the part of the Buyer (s) and his/her/their agents, invites, or guest.  We welcome the opportunity to come out and assess the damage and provide recommendations on repair, if necessary.

  Customer response

  02/12/2024

  I am rejecting this response because:   I have hired (out of my pocket) to finish your multiple s**** **** Your free service is most definitely not worth the problems created each trip over from Tulsa to Yukon. Ill chalk it up to a just a very bad choice of which company to build a in ground pool. Horrible experience dealing with Galaxy.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My pool was installed in December of 2020, it has had a number of issues, most of which have been resolved.the one issue that has not been taken care of is that the steps leading into the pool are not level. I have discussed this with Galaxy a number of times and they finally sent someone out to look at it on 6/29/2022. I made numerous calls after that to find out what they would do and got no response. A month after no response I had a deck built around that side of the pool. Finally on 9/23/2022 Galaxy contacted me to arrange a time to come out and address the issue, but they were expecting me to remove the deck in that area to give them access to assess the problem. On 7/23/2022 I sent pictures of the step area showing that it was open to the base of the steps. Still no response. Since then the deck has been completed. I cannot afford to pay for the removal and replacement of the deck. If Galaxy had returned my calls and responded before the deck was completed this could have all be resolved without additional cost on my part. Now I either have to live with it or spend thousands to get this right!

  

  Business response

  01/11/2023

  Business Response /* (1000, 9, 2022/11/03) */ We are genuinely sorry for your installation experience with Galaxy. We pride ourselves on our quality installations and we missed that mark on your pool. We will do everything to make it right so you have a quality pool to enjoy for years to come. We have been able to fix your primary concern and will have construction crews at your home within the next 10-14 days (weather dependent) to remove a portion of the deck, address the concern with the step, replace the deck and replace the pool cover. We will also perform a complete winterization of the pool. Thank you for speaking with us and allowing us to address the concern with your pool. We trust when we are done with this repair, you will enjoy your pool and Galaxy customer service for years to come. Consumer Response /* (2000, 11, 2022/11/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have waited a very long time to get this resolved My husband passed away on October 15th and i can not afford to make any change's myself I am so pleased you are going to fix the problems I just wish my husband was here to get the good news Thank you And God bless

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First of all, they did not provide the service we paid for. They give you a price and you pay up front but when time to dig the pool they send an inexperienced crew out with inadequate equipment and tell you they can't dig and will be more money. So, we paid and experienced person to dig the hole for them and of course they didn't want to give a credit. Then they finally got installed and it leaked and took them a week to come repair but told us to keep filling it and we lost 3-5K gallons of water, and they gave us a $350 store credit when we asked for a refund for our water bill. Then we called and put in a service request due to new pump wasn't working correctly and technician came out week later and replaced pump and stated ionizer was bad and he would put in for a warranty and then called when it came in and told us to come pick up ionizer and parts to repair vacuum. My husband went and the Service Manager Jim would not give him the ionizer and said we would have to bring sample in of water to make sure that was the issue. We have made numerous trips as well as a number of calls and texts-in which most were never answered or returned. There has been no customer service from the moment we paid for the pool. Through all the issues in the beginning not one manager or our salesperson Calvin (a district manager) never made a trip or followed up. The installation crews left a horrible mess when they left (garbage all in our yard) and did not backfill or clean up around pool. They sent a person about 10 days later to backfill and did a horrible job. He was barely able to run the equipment and when he was working with the shovel and rake, he couldn't do that due to being physically unable and had to keep on hand on his pants from falling down. So once again I had to go out and rake and move dirt to complete backfill. I sent pictures to Calvin and Jim and once again no response or concern. We paid 35K and received about a 10K job.

  

  Business response

  02/23/2023

  Business Response /* (1000, 5, 2022/10/27) */ We are genuinely sorry for your installation and customer service experience with Galaxy. We pride ourselves on our skilled install crews that build high quality pools for our customers time after time. As is natural with the construction world, issues may arise during the construction process and we take pride in resolving those issues expediently and effectively. We encountered some issues during your construction process - specifically, we hit rock during our initial dig. It is unfortunate when this happens as it creates an additional cost for us that we pass through to the customer at no upcharge. This was outlined at the point of sale as we want to ensure our customers are aware this is possible. We have no way of predicting this until we get out in your backyard and start the dig. I understand you chose to self-dig and we understand that must have been frustrating. We also understand we had a torn liner and potentially a malfunctioning ionizer. We quickly installed a brand new liner, issued a refund for the lost water, and also offered to replace the ionizer. We also wanted to perform a water test to make sure the ionizer replacement would resolve any issues for good. After speaking with your husband, we understood that everything was resolved to your satisfaction and you have been able to enjoy your pool. We're sorry to hear that we missed the mark and would love to make it right. Thank you for speaking with us today. We are going to address the minor concerns, as it is a priority to us that you are satisfied with your pool. We hope that you will enjoy your pool for years to come. Consumer Response /* (3000, 7, 2022/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will update my complaint once they actually do everything they said. They put they "quickly" replaced the liner when in fact it took a number of calls and texts and almost 2 weeks later they showed up. So if they actually do what they say I will revise. I will say that Calvin has finally been diligent on trying to make things happen. Business Response /* (4000, 11, 2022/11/21) */ Due to the inclement weather the job had to be rescheduled. All concerns have been resolved as of 11/17/2022. We apologize for any delays and hope you enjoy for many years to come. Consumer Response /* (4200, 13, 2022/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They took weeks to finally get someone out here to deliver and install the cover (as with everything on this job no sense of urgency or communication unless we called and texted). They scheduled a number of times and the last time the technician admitted he forgot he was supposed to come install our cover, so I tried to call Jim and finally got him to answer a text to let him know what tech told us. Another tech called to let us know he would be coming to install. They showed up and installed but told us there should have been water tubes to hold the step cover down, but they didn't send it. They were also supposed to bring us a check for our store credit, but they did not send it with tech. Calvin texted last week saying he would follow up on the issues but haven't heard from anyone from Galaxy. Still amazed that upper management doesn't even care about their poor customer service and unqualified installers. Again, we paid Galaxy over $30K for a professionally installed pool and received maybe $10K worth of work from them. We had to pay someone else to dig the hole for them because they said they didn't have the equipment to dig here, and they would have to rent the equipment and didn't know when they could get equipment and schedule us. I would not recommend them. I can only see if you need resolution from Galaxy than you would have to take legal action. They took our excitement of having a nice pool this past summer and turned it into a nightmare that we had to correct. Lesson learned; we should've cancelled the whole deal when they started their ponzy scheme on it was going to cost more.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a pool in August last year from Galaxy. It leaked from day 1. Their solution was to "patch it" even though we paid full price for it. It did not hold and when we opened it from the winter, there were more holes in the liner, the poor installation has caused the liner to sag and be unfillable/unusable for this summer. They will not honor any warranties, will not assist in righting the issue (even though they had previously agreed to replace the liner, which I have proof of). Now they are just providing an estimate for "repairs" for a brand new product at $3,000.

  

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2022/06/24) */ Hi XXX, this is XXX following up on my voicemail. If this Saturday works for you we can get your liner replaced then. Please let me know. Galaxy 5:30 PM Sorry I missed your call. Yes, that works for us. As long as there is no surprise invoice coming our way. As opposed to last summer, I was told a week ago our claim was "denied" and that the charge to replace it was going to be an additional $4k. Thus the complaint. To answer your question, I will be available Saturday. CG 5:49 PM You will not be charged. Again I apologize. The denied claim was through the manufacturer for the liner tearing. We are replacing the liner due to the return jet being cut in poorly at install and having to be patched. Galaxy 9:02 AM Ok. I appreciate you stepping forward and following through on behalf of the company. I firmly believe the continued liner damage has come from the washout that came from all the water lost from that original leak. They are likely to find that is the case when they remove the damaged one. I do have some extra backfill sand if it's necessary to level it. The initial leveling job was very poor throughout. I will be there Saturday so I can observe more closely. Again thank you for resolving this properly. As long as everything ends up functional I will repeal my complaint to BBB. Just let me know what time to expect Saturday and if there's any preparation I need to take to make the expedite the process. CG 9:10 AM We called and text the customer with no response after the replacement. The photos from the liner change look great.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  If there was less than one star, I would give it! From the time we purchased our pool until now, 4 years later, it has been a nightmare! I could go on for days, but I'll only highlight the mess!!! Our original order was incorrect because of the salesman. He was forced to come to our house on a Sunday night to install parts that weren't on the order. I asked him if he knew what he was doing and he said he watched youtube video. I should have known then that we were going to have problems. His work was BELOW SATISFACTORY, only because Galaxy sent a salesman to finish a job that was meant for an installer! Now we need replacement parts and they "can't order them!" They say the parts have been discontinued. Interesting enough, after an entire day of searching and Galaxy ordering the wrong part, I found the parts with the help of a different pool company that was actually willing to provide CUSTOMER SERVICE!! How can you spend so much money purchasing a pool and have absolutely NO customer service? Their answer is, " I don't know what to tell you." All they do is transfer, say they'll call you back, etc.. Seriously, think twice before buying anything from this terrible company! I would NEVER recommend them to ANYONE! What a **********

  

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/05/31) */ We would like to apologize for customer service not being provided to you. We did have our District Service Manager reach out several times, even via text message, to assist you. We do not carry stocking parts for that particular filter that was installed 4 years ago but we would have been happy to order them for you or let you know where to order online. If you need any more assistance please feel free to reach out to our District Service Manager.

*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. ↩