Business ProfileforFamily Leisure of San Antonio

We have had nothing but issues after issue with Family Leisure San Antonio. After 5+ rescheduled visits, road base amounts quotes off by 35 tons, there is a leak that the technician tells the owner has been completed by hasn't, the **** salt system they installed has been confirmed by a third party that is defective. We requested they come out 3+ times to see our home and where we were putting the pool, they refused. During install, they began to dig and hit rock after we told them and agree there would be ZERO digging. Austin was incredibly degrading to me, refused to coorporate or communicate with respect until my husband was on the line. He made several derogatory comments and no matter the issues we had, they were always our fault. When he came to see the mess he refused to look at pictures of or listen to me about on the phone, he admitted that the job was absolutely horrible. He even asked "are you proud of how you're handling this" and later took it back when he saw the mess we were dealing with. I have never ever had anyone speak to me the way Austin did. Now, months after install, they team refuses to answers our calls or texts for assistance, claims there is no leak when it's been leaking for months, claims we don't know what we are talking about when it comes to the **** salt system even though we have an expert third party who has says otherwise and on top of that, they have now asked us to remove all of our reviews in exchange for a technician to come out and look, for at least the 8th time. I have never dealt with a worse company. I will shout from the rooftops for people NOT to use them. We have asked for corporate or the owner's information but still waiting.... Id leave 0 stars if I could!

The customer has a beautiful pool installed in their backyard. We went over and beyond to address the issues related to the install process. **************** was degrading to employees of Family Leisure well before I got involved. The conversation with her husband was cordial due his approach and respect for getting to a solution. The customer failed to mention a personal visit I made to their home to review and address the concerns, in addition the $200 credit of their deposit and the $600 pool cleaner they received at no charge. As well, I coordinated a service technician to their home free of charge after the install to review the quality of the install and inspection of the filter system to address any leaks that *** exist. They stated there wasn't any leaks, we returned later that day with the free cleaner that was forgot by the technician. He was sent at no charge to resolve any issues. Now they claim there was always a leak. The reference to their maintenance system not working,I responded to the email to be discuss the details. They didn't feel the need to answer the questions regarding how they were operating the system or provide any details of the system operations. As mention, I did request that they update their original review after we came to an agreement and resolved the install issues. In my response to assist them, I offered another free trip to their home to address the leak and inspect the system if they updated their review. I didn't ask for a 5 star review, I asked it be updated. They didn't utilize the options provided to them to assist in fixing their issue or learn more about why they weren't having success with a program that has been used for over a decade with many consumers loving its ability and results. They were treated professionally and with respect, something ***************** can not say in kind. She requested to speak to someone above me, she was provided the owner's contact information on the same day it was requested. They have never been denied any services. They received what they paid for and more. Consumers are responsible for the condition of their water. It turned green under their care. They state a third party said it wasn't working but wouldn't provided details or answer questions regarding that. This third party also profited off the consumer by adding chemicals to fix their green pool. If the system is defective as they state, why not work with use to resolve it? More finger pointing and blame being placed on a us even though we are willing to work with them and have every step of the way. As an organization I would also rate this customer a zero star rating. Their pool site was over 30" out of level, they stated it was only 8" out of level on the original paperwork. We estimated it would take 10 to 15 yards to build up the site. It required 30 yards. The customer is responsible for the build up material they purchased that through a third party. We were not perfect in this process. We addressed every concern, resolved every mistake, attempted to be proactive in resolutions. The pool is assembled correctly and looks good. The maintenance program they received with their pool does not require them to continue using it if they don't want to. We are willing to assist them to determine a solution and provide them options.