Complaints
Customer Complaints Summary
- 10 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/05/2024
Type:Service or Repair IssuesStatus:ResolvedMore 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.
Im reaching out to the BBB because of ongoing, unresolved issues with Family Leisure and a defective hot tub we purchased in September 2020. The hot tub leaked from the start due to a faulty jet body. Despite months of calls, delays, and incorrect parts, Family Leisure finally fixed it, but the leak had already caused rot in the hot tubs base. I informed them, but they ignored it. By June 2023, when we had to move the tub, the damage was much worse.A tech came out, took photos, and confirmed the damage was from the leak, promising it would be fixed. But weeks passed with no parts ordered. After escalating to a manager in July, I was given a service date, but once again, the technicians arrived without necessary materials. The manager eventually convinced me to let them replace the frame rather than providing the full replacement I requested, assuring me it would be better than new. Against my judgment, I agreed, but by November 2024, I found bubbling and cracks in the spa shell and further damage from their poor framing job. There wasnt even enough clearance to wire the spa or access vital ************* make matters worse, I discovered fasteners missing from the pump and spa pack after their repair. There were no s**** holes in the new wood, proving Family Leisure hadnt reinstalled these essential parts. This careless, incomplete job has left my hot tub shell and frame in even worse shape than before. Despite the clear evidence that this damage was due to their own poor workmanship, Family Leisure is now trying to shift responsibility to *********** warranty.I am fed up with Family Leisures delays, broken promises, and lack of accountability. Theyve wasted my time, disrespected me as a customer, and left my investment damaged. At this point, I expect a full replacement. Family Leisures negligence and disregard for customers should be a clear warning to anyone considering a purchase from them.Business Response
Date: 11/18/2024
We have been in touch with the customer and have a resolution that has been agreed upon.Customer Answer
Date: 11/18/2024
Better Business Bureau:
They have decided to give us a new replacement hot tub 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
Date:01/08/2024
Type:Service or Repair IssuesStatus: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.
We had an in ground pool installed in 2021. They installed the pool crooked and they had to fix the concrete because it was crooked. They installed the heater backwards and now the heater is leaking and they will not cover it.Business Response
Date: 01/08/2024
The labor warranty on the pool and heater is 1 year. However, I will research this and have someone contact the customer and make an accommodation regardless.
Business Response
Date: 01/09/2024
The labor warranty on the pool and heater is 1 year. However, I will research this and have someone contact the customer and make an accommodation regardless.Customer Answer
Date: 01/09/2024
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,
*************************Business Response
Date: 01/09/2024
We will contact the customer today and get the situation resolved.Business Response
Date: 02/12/2024
We replaced the heater for the customer although out of warranty.Business Response
Date: 02/12/2024
We repaired the heater.Customer Answer
Date: 02/14/2024
Complaint: 21105195
I am rejecting this response because:
Sincerely,
*************************Business Response
Date: 02/14/2024
We have replaced the heater for the customer although it was out of warranty. As I understand it the customer is now demanding a pump replacement. The pump is also out of warranty. We offered to rebate the pump $300 and the customer refused our offer. We have made a good faith effort to please our customer.
Initial Complaint
Date:06/06/2023
Type:Service or Repair IssuesStatus: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.
I contacted Family Leisure about putting a new liner in my pool in 2019, which I had purchased from them in 2013, which I had problems with the installation, but gave them the benefit of doubt, In 2019, they came out and installed liner, when I completely got pool filled, it had a hole in new liner, I contacted Family Leisure, they sent a person out and patched the hole, I told them that wasnt right, they should replace liner, they wouldnt even talk about changing liner, Covid came about 2020 and they still wouldnt talk about it,. After talking to them every year since it was installed, in spring of 2022, I finally got to talk to the ******************* they said they would not pay the out sourced company to put another liner in, they would give me a new liner, but I would have to pay myself to get it installed, it was the installer or the manufacturer, the reason the whole was in their product, they should be liable to stand behind there products, I just want a resolution and my liner put in, cause Ive already paid for the service to be rendered with no holes in it, Im a very unsatisfied consumer and customer, thanks!Business Response
Date: 09/01/2023
This is the 1st time we are being notified by BBB. The liner was purchased in 2019 - we are 2023. The liner was repaired.
Is the liner still leaking?
Customer Answer
Date: 09/05/2023
It was a brand new pool liner, was paid for before it was installed by family leisure technicians, it had a hole in it when installed, I notified Family Leisure, they came out and patched the whole nothing else, After contacting Family Leisure for three years trying to get them to replace liner, in 2022, Family Leisure gave me a liner, said I would have to pay for installation, I didnt get what I paid for was a liner without a hole, so they should have stood by their product and business and replaced and installed liner, because it was product or installation that caused the problem (the hole) in the first place, Im a very unsatisfied customer, and ********************************************* should be held accountable to pay for installation of liner!Customer Answer
Date: 09/06/2023
Complaint: 20146954
I am rejecting this response because:Date Sent: 9/5/2023 11:38:05 AM
It was a brand new pool liner, was paid for before it was installed by family leisure technicians, it had a hole in it when installed, I notified Family Leisure, they came out and patched the whole nothing else, After contacting Family Leisure for three years trying to get them to replace liner, in 2022, Family Leisure gave me a liner, said I would have to pay for installation, I didnt get what I paid for was a liner without a hole, so they should have stood by their product and business and replaced and installed liner, because it was product or installation that caused the problem (the hole) in the first place, Im a very unsatisfied customer, and ********************************************* should be held accountable to pay for installation of liner!
Sincerely,
*********************************Business Response
Date: 09/07/2023
We will contact the customer directly so I better understand the situation. We will make a good faith effort to resolve the matter to the customer's satisfaction.
Business Response
Date: 09/07/2023
Family Leisure contacted the customer and have agreed to a resolution to be performed in the spring per customer request.Customer Answer
Date: 09/08/2023
Ok, with resolution, will close claim, when job is performed and satisfactory, will be resolved in March/April, ****, thanks!Customer Answer
Date: 09/18/2023
Family Leisure contacted me, the problem will be resolved in the Spring, April/May timeframe ****, they will come out, put new liner, that they provided, in at no charge to me, thanks!Initial Complaint
Date:09/14/2022
Type:Customer Service IssuesStatus: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.
Put Pool liner had broken off we went to family leisure to request to get a new liner for the pool and had people get fixed and paid about $1038 for it. We were told by a female employee there who was rude and didn't seem to help to get 20-25 bags of sand. We did get it and we were guaranteed it would get done and everything would be good for Thursday. They came Thursday did not use any of the bags of sand we opened to get it taken care of and when they left there was a leak at the pump. I called and they were unwilling to help they told me that we were not supposed to get 20-25 bags it was just 10 bags at most. The lady toldMe to buy it at **** ***** I did and now I wasn't even able to get refunded back at **** ***** bc it was opened since we thought it was going to be used. He needed it for a party on Sunday and when calling asking for help they told me they are only 3 people working bc they had lots of call outs and they cannot do anything someone lied to me saying they were going to speak to their manager and call back to see if they could get it taken care of for 07/02 and never called back I waited for 2 hours and when I called I got this man who would just make excuses to not help or assist.Business Response
Date: 09/26/2022
Business Response /* (1000, 5, 2022/09/16) */ We will contact customer to revise resolution that was previously agreed to.Initial Complaint
Date:07/01/2022
Type:Service or Repair IssuesStatus: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.
Purchase Date May 2022 Installation Date June 14, 2022 Pool exterior side walls scratched ( when I called Family Leisure I was told that problems may occur when dragging through warehouse or on truck for delivery - which says to me no care for my property which I have paid in full for prior to delivery. I was advised that if rust occurs my pool has a guarantee indicating I shouldn't have a problem. I do have a problem with my brand new pool having scratches. I received a ladder and mat dirty and scratched/? used which makes me wonder if the entire set up was used. Spoke with Rep L who was unwilling or unable to assist, who blind transferred me to Rep S. Explained issues again. Waited for delivery of new ladder scheduled by 2nd Rep S who would attempt to schedule delivery for Friday 15th but assured delivery NLT Mon 18 June. No show for delivery. I called called Family Leisure June 19th ... told by rep that previous Rep S had not put us on the schedule for delivery of ladder, 2nd ladder delivery attempt 23rd - same issues with ladder. I requested new ladder in box or wrapped in manufacturer packaging. 3rd delivery attempt 27th - I was brought only 1/2 ladder. Still waiting on call for redelivery date.Business Response
Date: 07/18/2022
Business Response /* (1000, 8, 2022/07/12) */ We are in the process of working with the customer. There have been a few issues that have been resolved. We will contact the customer to resolve any outstanding issues.Initial Complaint
Date:05/17/2022
Type:Service or Repair IssuesStatus:ResolvedMore 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.
Absolutely the worst experience I could imagine. I had my pool installed in February 2021. This experience started with family leisure totally destroying my yard. After my yard was destroyed we begin filling the pool which took two days. By the time the pool was full there were 3 huge divots in bottom of the pool 3.5 feet from the side. I had a pool company come out and they informed me I needed to call and get this addressed asap. I called in March 2021. Family leisure sent someone out who agreed this needed to be fixed and informed me they would fix it in the fall. I called back in September 2021 and they "had no record" of the original service call so they sent someone back out. That tech also agreed it needed to be fixed and informed me it was too cold at that point to complete the job but it would be completed as soon as the pool was opened. Here we are in May 2022. I called family leisure and they sent someone out again. Tech agreed as well in this case. 5 days later I had still not heard from anyone so I called to follow up. After 2 days of being put on hold and hung up on I finally get to speak with ***** ****** who informed me he was part owner of the company. He informed me that since I waited 1 year to inform anyone of the situation they were unable to replace my liner that in fact this installation issue was my fault. I have statements from 3 people present at time of install including the owner of a pool company stating this damage was present after install before swimming in the pool was even possible. This company is absolutely trash and their customer service is even worse. I am now having to file a small claims lawsuit against family leisure after just spending $15,000 with them. Absolutely ridiculous. Buyer beware of these scam artistBusiness Response
Date: 05/19/2022
Business Response /* (1000, 5, 2022/05/18) */ I have initiated contact with Mr.********* after receiving a review through ******. We have an appointment later this afternoon to discuss his situation. For the record, Mr.********* never spoke to me yesterday or prior to yesterday, he is mistaken on who he spoke with. That said, I'm certain once we have had an opportunity to speak we will get the matter resolved. Consumer Response /* (2000, 7, 2022/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Response accepted to the fullest. Once I was able to speak with ***** the issue was resolved immediately. ***** was very apologetic and is sending out a team immediately to resolve. I truly appreciate the open communication and resolution from ***** & his company
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