Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 28, 21 Total $5,568.94 Amt. Down Paid $500. many items were dry rotted and replaced by owners original contract states all items upon delivery note:2HP paid in full leisure depot stated 2HP was on order. Several attempts made for correct item. upon delivery a lHp pump was delivered. This has caused severe issues in our pools operations over working and money spent to upgrade pipes, timer, county approved draining the pump that leisure depot scammed to us is illegal we have sent complaints tried to give the company more than ample time to make correct. We were told by Sandy H******** to research Canada and if we find a 2HP the company would pay the difference in cost. We have for all items in full. This company as we were unaware has extremely negative distasteful customer service rude and irrate response. Our goal is that we receive what we paid for in full. Leisure Depot adding wording to benefit not providing items paid for also retraction printed CONVERTED dated 7/06/22 in our last visit to have leisure depot make right by law.

  Business Response

  Date: 01/24/2024

  Complaint ID: ********

   

  Miss ***** came in on 5/28/21 and put a 500.00 deposit down on a 30' Super G Pool.  At the time of her purchase - her ticket reflected the Deluxe pkg with a 2 HP Above Ground Pool Pump.
  
  
  She was not ready nor paid in full until 7/1/2022.  At this time - 2HP above ground pool pumps are no longer available due to DOE regulations.  This was explained to her.  Her ticket was changed to reflect a 1.5HP 2 Speed pump.  The retail for the 2HP is 329.00.  The retail for 1.5HP 2 SP is 329.00.   As compensation for this - her 7200 A frame ladder (349.00) was upgraded to the in-pool step/outside ladder combo (549.00) - a 200.00 upgrade at no charge to appease her.  She accepted this prior to her delivery.
  
  
  Over the course of her first year of ownership -  she would request her 2HP pump.  Each time - she would be reminded that this option is no longer available.  As well as the fact that a deposit reserves price - not product.  
  
  
  I explained to her - that there may be some companies on the internet that have existing inventory for a 2HP pump  - and if she could find one - we would pay the difference of what the pump value is/was for her pool.  Her pump value is/was 329.00.
  
  
  We have graciously helped her over the years with any defective part or user error situation she has had.  
  
  
  Thanks so much!
  
  
  Sandy H********
  
  

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a outdoor patio and pool company. We spent approx $4000 on some wonderful furniture and the salesman was GREAT! We were also convinced to buy a patio umbrella, even though it was much more than other retailers like **** ***** etc. We were fine and bought it as it was supposed to be "better". So everything is great... 11 months into it. Just the umbrella started leaning and barely stands up. I will attach pictures. I explained this was maybe used 20 times? It is like new. We like it, it just started leaning. It is defective. I drove it back to the store, Leisure Depot said to Email Anna L******* she handles warranty. Fine, its in the parking lot and i drove home and emailed Anna. Showed her Pix. She came back and said warranty was denied as it is NOT a defect? This product clearly shows it has a 3 YEAR WARRENTY. It barely stands up? I emailed Anna back and said, this was a expensive high quality umbrella, and I do not know how it is NOT a defect. I requested to bring it in for her stores or her manager to inspect. I asked for MGR name. I am NOT GETTING RETURNED EMAILS from Anna. I spent $4000 and everything is great, ONE of my items is defective and i am requesting some help on the 3 YEAR WARRENTY? They decided to stop responding. I am not happy and want others to know how they treat existing customers. I do not think it is professional of them to STOP responding. This is 100% a legitimate warranty claim that they need to honor. I am not asking for money back. Simply to FIX or Replace? Thank you **** ****** FYI.. Their file has my last name spelled ****** which is incorrect. But in case they are looking for my file. ps. The umbrella leans much worse since i took the pix. The tag is STILL on the umbrella showing 3 yr warranty.

  Business Response

  Date: 04/27/2023

  BBB response to complaint ID: ********
  Customer: ******
  On 5/7/2022, the customer purchased a 9’ auto tilt umbrella for $279.00.  The customer did buy other products at another time, which was exclusive of this purchase.  This product does have a 3 year warranty through the manufacturer.  The pictures that the customer attached to his complaint were sent to the manufacturer.
  According to one of the customer’s emails to our service coordinator, they stated that they used the umbrella around 20 times.  The umbrella did not come out of the box with a bend in it and it was usable.  The manufacturer stated the following, “Our warranty team reviewed this claim and we apologize but this is not a manufacturer defect. This umbrella was not bent when taken out of the box which means the bent frame happened after it was used. It could have been damaged by the wind or some type of impact or it could have been caused by something heavy on it during storage. A new frame is needed.”  Therefore the warranty claim was denied.  The customer didn’t like this answer, so he reached out to our service coordinator, again, who then reached back out to the manufacturer and our patio coordinator to see if anything could be done.  The manufacturer said no.  The patio coordinator, who just came back to work today, was going to offer a savings on a new pole which was already quoted at $125.00 including freight from California.  However, after reading the negative comments made through social media by the customers and then seeing a BBB complaint, per protocol, everything came to a halt until the team could investigate.  I’m pleased to say everyone did exactly what they were supposed to do.   At this point, I am willing to make a one time offer to the customer of purchasing a new pole for $85, instead of the $125, including freight, assuming the customer is willing to remove the negative reviews put on all social media channels.  
  Attached, please find a copy of the warranty for clarity.
  
  

  Business Response

  Date: 05/02/2023

  Below is a copy of the original email sent to Leisure Depot.  There is no mention of a crack.  There is mention of normal use "approx 15-20 times" and a statement about having stored the umbrella.  

  From: <*******@sc.rr.com>
  Date: Thu, Apr 20, 2023 at 12:50?PM
  Subject: Warranty issue
  To: ****@myleisuredepot.com <****@myleisuredepot.com>, *******@sc.rr.com <*******@sc.rr.com>, ******@myleisuredepot.com <******@myleisuredepot.com>
  
  
  Anna,
  
  
  I am a recent customer that worked with ******.   We bought patio furniture last May.  I came by today to show him our umbrella and he asked that I email you.  
  
  
  We bought 4 chairs, table, umbrella and stand... We have prob only used the umbrella approx 15-20 times at the most.  As we didnt use it all winter. When not being used we stored it in the garage.  
  
  
  Anyways, I will attach picture of receipt and the umbrella.  It has a HARD LEAN when there is NO wind no nothing.  That middle piece with the handle seems to not be holding the upper part of the umbrella straight.  It just leans to the point where it looks like it about to fall over just sitting in place.  It has been doing this for last 3 months, i just never came by to start the process.
  
  
  ****** said you handle warrantees info.  I would like it replaced  or refund?  We need one so i am glad to take a replacement.  I doubt it can be 'fixed'?  I don't know.  I can bring it in if you need it in person.
  
  
  Please advise what can be done?
  
  
  Thank you,
  
  
  **** ******
  
  
  fyi... The receipt has my name spelled wrong at Jeff ******

   

  This information was sent to the manufacturer and when asked what they could do about this pole that as a "hard lean", they stated that the umbrella did not come out of the box with a defect, and it was able to be used without any problems and is therefore not defective.  The manufacturer stated that something had to have happened to the pole, possibly during storage, for it to be bending like it is now, instead of when it was first purchased.  Since the manufacturer said this is not a warranty issue, Leisure Depot is offering the customer the option of buying a replacement pole at a discounted rate.  The customer was originally told the pole would be $125.  Since Leisure Depot is a company that support its customers, we are offering a one-time option to buy the replacement pole at only $85 including the freight.  I do believe this to be a very reasonable offer given the warranty is with the manufacturer and the issue is not covered under warranty.
  
  
  

  Customer Answer

  Date: 05/03/2023

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

   

  Again, I brought the umbrella in for inspection and they sent me home to send PIX.  You can't tell by PICTURES.  I am not sure why they don't want to see the umbrella.  As i said, it is DEFECTIVE.  If they looked at it and not pictures they would see that pretty clearly.  I did send ONE PICTURE in the group that shows that middle piece splitting?  

  Shows poor support that this is dragging and dragging on.

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