ComplaintsforFamily Leisure of Nashville

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  01/09/2024

  We will contact the customer today and get the situation resolved.

  Business response

  02/12/2024

  We replaced the heater for the customer although out of warranty. 

  Business response

  02/12/2024

  We repaired the heater.

  Customer response

  02/14/2024

   
  Complaint: 21105195
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  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

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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

  09/07/2023

  Family Leisure contacted the customer and have agreed to a resolution to be performed in the spring per customer request.

  Customer response

  09/08/2023

  Ok, with resolution, will close claim, when job is performed and satisfactory, will be resolved in March/April, ****, thanks!

  Customer response

  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

  09/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  09/26/2022

  Business Response /* (1000, 5, 2022/09/16) */ We will contact customer to revise resolution that was previously agreed to.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 artist

  Business response

  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

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a hot tub from Family Leisure for $7034.99. We had a $1800 GFCI outlet installed. Family leisure installed our hot tub with the plastic around the filter first and it ran for a month and a half with the plastic around the filter. After months and months, they finally came to replace with a new one because of their negligence. They installed the new one leaving the wires exposed first, came back the next day to correct it, and then spilled water all over the circuit board frying the new hot tubs circuit board. They came back out and replaced the circuit board. None of the people that installed the new hot tub from Family Leisure were licensed electricians. 6-7 months later our HOT TUB CAUGHT ON FIRE and the fire department had to be called to put it out. When I called family leisure to tell them what happened,****** ***** the customer service manager told me they could have someone to "take a look" 3 days later. ***** who said he was one of the owners, called us and seemed so apologetic, caring, and understanding. This was a all lies and deception. ***** has no integrity, and neither does this company in any way, if they choose to allow themselves to be represented by him. He was deceitful and extremely shady in saying they were going to take care of everything all while lining up a way for Family Leisure to not be responsible for something they are completely responsible for. I CANT EMPHASIZE THIS ENOUGH, DO NOT BUY ANYTHING FROM FAMILY LEISURE. Promises were made for the hot tub to be removed and a month later, the hot tub is still burned in our backyard. Our 3 dogs can't even use our yard because of the situation Family Leisure should be taking responsibility for. They did give us an offer that was far below what was promised and we denied their slap in the face to us. ***** and Family Leisure are not to be trusted. We would like a resolution to the problem. It's appalling to see how many people this company has screwed over.

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2022/04/19) */ This case is is being investigated by insurance carriers for both parties. Family Leisure had intended to handle privately at the request of the customer. Family Leisure was instructed by their carrier to stop the process so a proper investigation could determine cause fire. Any other information contained in this complaint is nothing more than intimidation tactics and slander. Consumer Response /* (3000, 7, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) March 23rd we received a call from ***** at Family Leisure at about 3pm from his cell phone, and he talked to myself and my girlfriend on speakerphone. He told us that he was aware of what happened and that he was so sorry for the incident that was caused by Family Leisure, that they were completely responsible, and that Family Leisure would take care of any and all damages that were caused by the fire. He assured us that our pavers would be replaced/repaired. He completely blew us away with his customer service, saying the main thing was that no one got hurt and that the dogs were alright. He said all the right things to make us let our guard down and we believed everything that was said would happen. He said that he wasn't going to worry about waiting on insurance, because he knew they were at fault and taking care of the customer was Family Leisure's first priority. We explained to him that we did not want a hazardous burned hot tub sitting around our house,and he was more than happy to get someone to come and move the burned hot tub. ***** told us that he could not wait to meet us when he got the chance, and that we should come to the showroom and pick out a new hot tub. ***** told us that Monday was going to be the day that someone from Family Leisure would come get the burned hot tub and clean up. He told us he was going "out of town" so ***** would be the person that would be taking care of us while he was gone, but we both had his cell phone number now and we could reach him if we needed, he would make himself available. Monday March 28th comes and noon was the time they were supposed to get the hazardous material off our property. ***** called us and left a message that while they were moving the hot tub out, their insurance company called and told them the needed to do an investigation and that no one should tamper with the hot tub in any way until the investigation was done. When I arrived home at 3pm I saw that Family Leisure had come onto our property, cut wires on the hot tub, took all of the paneling which was now evidence for the investigation, and propped the burned hot tub on a couple of OUR pavers they got from somewhere else in the yard. There was an understanding between us and ***** that it was unnecessary to have an investigation and that they would deal with the insurance. At this point in time Family Leisure only came onto our property without anybody home under the guise of removing our hot tub and instead tampered with evidence, or as Family Leisure's insurance company stated "spoliation of evidence". There were actually two separate occasions where someone from Family Leisure came and cut wires, took pictures, and were with the hot tub by themselves with no one around. Luckily my girlfriend caught one of the people ***** sent over opening up the circuit board box with a screwdriver and taking pictures. She was at home and the person walked straight into our backyard and began unscrewing the circuit board cover. After multiple times trying to call and text ***** who said he would be available, there were no returned phone calls or text from him. He also did not reply to email at that time. Attached is three times where I sent him text messages where there was no response. The insurance company then contacted us saying that they were not going to take any responsibility for what happened until an investigation was done to see the cause of the fire. At this same time they told us all parties who had touched the hot tub would have to be contacted and we needed to contact our parties involved and they would contact theirs. Attached is the letter where they maliciously lie about who was involved in the incident. They said the manufacturer, installer, and two service techs were involved. They said that none of the parties that were involved in setting up the hot tub were insured by them as they were all subcontractors. This is either Family Leisure falsifying the facts of this case to their insurance company, or the insurance company blatantly lying about who worked on the hot tub, because *** ****** who was the customer service manager for Family Leisure and not a subcontractor, 100 percent was hooking up wiring on the hot tub. I realized at this point that we had been deceived by ***** and *****. Family Leisure was now doing everything they could to not take any responsibility for what happened. They were going to try and put it off on one of their subcontractors. Your response to our complaint is completely unacceptable. Both insurance companies are now involved yes because of the devious and malicious way Family Leisure handled the situation. The truth will come out about who is at fault, the problem that FAMILY LEISURE EMPLOYEES OR SUBCONTRACTORS FOR FAMILY LEISURE ARE THE ONLY ONES WHO TOUCHED ANYTHING ELECTRICAL ON THE NEW HOT TUB. We did not want anything above reason. We really just wanted our yard back without hazardous material in it, we really just wanted everything to be taken care of back to the original state before the fire incident. Your response to our complaint is also appalling. If you feel that you we are using intimidation tactics, you are sorely mistaken. We are not trying to intimidate anyone, but if you(Family Leisure) feel that is the case, then you prob have done something wrong and shady, which you(Family Leisure/*****/*****) have. As far as us using slander, you must be confused about what that means. Slander is making false statements that damage someone's reputation. There has not been one false statement in anything that has been written on this form or anything throughout this entire situation that we have falsified. Attached is also the copy of the letter that ***** tried to go behind my back and talk to my girlfriend about and get her to sign, after he stopped taking my phone calls. It was not what ***** had promised. They offered a hot tub at 25% greater value with two years of FAMILY LEISURE in home service or our money back that we spent on the hot tub. The document says that us signing will release them from any future claims or responsibility. This was the slap in the face we received from them as an offer. The fire report says that it was an electrical fire and the only people to have touched any electrical wiring was Family Leisure. The fire report is attached as well. It is an official report from someone other than parties involved. They have gone above and beyond to not take any responsibility for endangering our family and disrupting our lives in the most malicious way. We believed it was important to contact BBB to let people know about the lies this company will tell to protect them and their own interest. The insurance companies are involved now and there is absolutely no doubt who will be found as the culprit, it will be Family Leisure. We just don't want anyone else to fall victim to *****, *****, and Family Leisure. This has been a horrendous experience and will continue to be as they lie and falsify evidence to try and get their desired outcome. Business Response /* (4000, 9, 2022/04/20) */ Family leisure has no intention of avoiding any obligations. Our commitment was and is to resolve the issue. We were advised by our insurance company to allow an investigation to occur to determine the cause of fire. Despite the all accusations that commitment will not change and this situation will be resolved.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The nature of this claim is we had nothing but reoccurring problems this pool it's not even a year and a half old the bottom of it all around the sides is rusting they put a new liner in it knowing it was not right,on too of that I've emptied it three times this year for family leisure my water bill was 80 dollars every time,they told me they would replace the wall a month ago I haven't heard anything from them,I want it fixed right I'm tried of this game

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2022/01/04) */ Family leisure has already agreed to repair the pool. We will contact the customer to make sure we are on the same page but the repair needs to be scheduled when the weather is conducive.

• Initial Complaint

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Re: Order # X-XXXXXXX, Date: 9/17/20, Paid $12,978.81 Business is not providing replacement of 2 broken ******** *** ********* Club Swivel Rocker Chairs. As shown in attached emails, I informed Family Leisure that chairs arrived broken (10/17/20). I have been told repeatedly by Jason H**** via email and via telephon that the replacements are on a container arriving from overseas, but here we are almost 1 year later & I have not received them. My most recent conversation with him was yesterday, 9/3/21 and once again I was informed they still have not arrived. I am requesting: - replacement of the two broken chairs with same model/item # OR - exchange of the entire set of 4 chairs for an equivalent model swivel rocker chair, such as the ***** ******* Deep Seating Swivel rocker chair (without cushions). We have spent over $12,000 on additional items from Family Leisure (order # X-XXXXXXX, for $8,299.99, Order # X-XXXXXXX, for $3,337.57) and would expect better customer service.

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/09/15) */ We are currently in the process of trying to locate these chairs for warranty. We are willing to swap or work something out with customer, The chairs requested to swap to are due in late October. Consumer Response /* (3000, 7, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have responded with "not accepting" as this continues to be pending. Initially I was told that replacements would be arriving in October of 2020, so please understand my hesitancy to trust that replacements will arrive in late October, 2021. I do trust that Family Leisure is attempting to work this out at this point and am asking the following: Are you willing to SWAP the FOUR *** ********* Rocker Swivel chairs purchased, or only the TWO that are broken? If you are willing to swap the COMPLETE SET, for either of the following (info taken from your website's deep seating ********* we could make this work: ***** ******* Swivel Rocking Lounge Chair # GLXXXX-XX OR ***** ******* Club Swivel Rocker # XXXXXX OR ******** Swivel Rocking Lounge Chair # GLXXXX-XX. No cushions required. Please note ALL of our patio furniture, purchased at Family Leisure (the dining table, 4 dining chairs, 2 swivel dining chairs, 4 bar height swivel stools, 2 chaise lounge) are ***** *********' so swapping for another style will still mismatch the rest of the furniture but we are willing to swap these broken ones IF we can swap all four. Thank you for your cooperation. Business Response /* (4000, 9, 2021/09/20) */ We are very eager to resolve this issue. It is an unprecedented time in terms of supply chain issues. This type of situation would have never occurred in normal times as we have the availability for replacement products were never an issue. That said, we realize you have been beyond patient and are simply looking for a resolution even though it's not the most ideal. Our intention was to replace all 4 with ***** ******* and new cushions that we have incoming. The ship date in 10/8 However, things continue to be late. In closing, like you, we simply want to find a resolution and keep you as a customer.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company committed to excavate, install and set up 18x33x54 ***** Salt Pool + Upgraded Package pieces. There have been numerous issues during installation and after, and lack of providing the entire package I paid for. The General Manager and Head of Services refuse to talk to me or return my calls as promised to correct the many issues I have brought to their attention to fix. I had an appointment for the two of them to come out today, 8/31/21, but they did not show up, nor called. They've sent 3-4 different installers, 6+ appointments, and 3 additional visits to the store to try and get everything corrected. But the problems are still not resolved. The excavating and installers damaged my property and did not correctly build the pool. A brand new liner was ripped and is causing washout and more issues around the pool/ground. Other parts of the pool were installed broken, missing pieces, and incorrectly creating more issues. I've had to pay additional people to correct some damage.

  Business response

  09/09/2021

  Business Response /* (1000, 5, 2021/09/01) */ We will reach out to the customer and work out resolution.

• Initial Complaint

  07/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a whirlpool in April and the contract and store stated that I would get it within 8-12 weeks. I have now been told it will be October. I have asked for some reimbursement for my trouble with this issue. The company stated that I should be glad that they did not raise the price on me because they were higher now. My treatment by this company has been awful and should not be allowed to continue. I honestly feel I am dye something compensation.

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/07/26) */ Due to the pandemic there have been many supply chain issues that are out of our control. In addition, we have experienced unprecedented price increases. The simple resolution is to refund the customer their money. We do not want to lose a customer but have no control over the situation. Consumer Response /* (3000, 7, 2021/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have spent thousands on a concrete deck to place the whirlpool on. I took down one portion of my deck and installed concrete. Your resolution is not adequate for all the ombré that I have already spent in good faith!! Business Response /* (4000, 11, 2021/09/23) */ The customer bought a spa knowing it was out of stock at the time due to an unprecedented demand. They were given a lead time and later that lead time changed due to a part shortage that the entire industry continues to experience. The customer was informed and had the option to cancel the order and get a full refund. Again, these delays are not due to the negligence of Family leisure or even the manufacturer. While we are sympathetic to the inconvenience that it has caused the customer we are not prepared to make a billing adjustment as requested. In terms of them not accepting our position on the matter, the money invested in their deck, etc. was not done in vain as they can purchase a spa many other places. That said, we do not want to lose them as our customer.

*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. ↩