Complaints

This profile includes complaints for Family Leisure of San Antonio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Family Leisure of San Antonio

  16919 Nacogdoches Rd San Antonio, TX 78266-2937

• 

  Family Leisure of San Antonio

  17975 Interstate 35 N Bldg A Schertz, TX 78154-1260

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:01/02/2025

  Type:Product Issues
  Status:

  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.

  In December 2024, I purchased a one-person sauna which was delivered to my house a couple of days before Christmas. The sauna door would not open and close properly because it was installed on top of carpet and was not level. The installers tried to level it with pieces of a cardboard box but were unable to. They said they had installed many others on carpet and told me to buy furniture casters and place them under the corners. I bought them but was unable to put them under the sauna. When I called FL back and requested they come back to level it, they told me I may have voided the warranty because I lifted it to put casters under the corners. I told them I couldnt lift itI didnt lift it. After making many phone calls, they came back but still couldnt level it. In the meantime, a friend told me that many people get sauna headaches and to be careful when using it. After reading about sauna-induced headaches, I called FL to tell them I wanted to return it. They told me there would be a 20% restocking fee and possibly another fee to come pick it up. They promised to call me back the next day with the amounts they would charge but never did. I had to make many phone calls to get help and was repeatedly told they would have to calculate the refund amount I would get. After getting very upset with the salesman and telling him I was not going to hang up the phone until he gave me the refund amount and the date and time it would be picked from my house, he got ****** on the phone who told me they would charge a 20% restocking fee plus $200 to pick it up. I requested the $200 be waived since it was not stated in my contract. He later called me back and said the owner of FL would not waive it even though it was not in rhe contract. I will never do business with this company again and will go out of my way to warn my friends and acquaintances about them. In all my years of purchasing appliances, cars, etc this is the worst customer experience Ive ever had.

  Business Response

  Date: 01/03/2025

  Any returned products are subject to restocking fee and delivery charges. If the sauna was disassembled and brought back in the original condition there wouldnt have been additional charges for picking up the sauna. The returned sauna was built on our display and the door closing was not an issue. The signed store invoice discusses the restocking fees and delivery charges. As well the installation agreement discusses these as well. Sauna induced headaches are an extremely small percentage of users and is often more common in traditional Harvia saunas using hot coals and extreme temperatures. The infrared sauna purchased uses newer technology and lower temperatures to achieve the same goal. We have not had a customer experience sauna induced headaches. Prior to purchase and delivery is time for research. We went to the home to assist in resolving the door not closing. To be clear the door would close, it simply required lifting the handle to fit into position correctly and then would stay close. The sauna worked correctly. We delivered and set it up as agreed. We serviced it at no charge to attempt to resolve the uneven issue and the door not self closing. Leveling the sauna would not void warranty.  The client should email me to work directly to address these concerns. *************************************************************

  Customer Answer

  Date: 01/05/2025

  Complaint: 22759145
  
  I am rejecting this response because my contract does not contain a provision stating a $200 disassembly and pick up fee would be charged in addition to the 20% restocking fee and I was not told about such fee when I purchased the item. Also, you only came back to level the item at my insistence because your installer did not correctly level the unit when it was originally delivered. If fact, it was never leveled correctly. I am demanding refund of the $200 fee immediately. 
  
  Regards,
  
  **** ****

  Business Response

  Date: 01/07/2025

  After further review of the customer's complaint and the details obtained from our delivery team and customer care representative related to this entire situation, Family Leisure has agreed to refund the $200 charge related to the pick up of the sauna. The refund process will start 1/8/25 and be received by the customer in  3 to 5 business days. Prior to proceeding with the refund, the customer will be required to mark this ******************** claim as resolved and close the claim. 

  -General Manager, Family Leisure of San Antonio

  Customer Answer

  Date: 01/09/2025

  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.
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:09/03/2024

  Type:Product 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.

  We have had repeated issues with our spa and in reference to the light issue. This has happened several times they have come out to our location and they have brought the wrong parts or a part was defective or not good. We have many estimates and one in 4/2023 regarding the lights. It is very frustrating that this happens with a spa that is fairly new. We pay for things we requested to be fixed but if you look at the estimates they have come to our home repeatedly. We pay the trip fees and other fees and they sold us a spa with issues. It seems very unfair. The customer service representatives do not relay messages, and we do not get return calls. This experience with them and their product has been less than enjoyable and a regret of a purchase. We are not asking for anything free but why does our spa continue to have issues at our expense. My husband has spoken to ****** the manager and he gets excuses however she would not appreciate paying for something with so many issues like we have. We only ask they fix the spa once and for all the right way. They do not consider the time of work my husband waiting for them to come repair or not repair our spa at our expense.

  Business Response

  Date: 09/03/2024

  The customer's concerns are our concerns and we have made offers to assist them. The manufacturer of the spa they purchased does not have a warranty regarding LED lights. The customer is outside of our 30 mile radius and trip charges do apply for non-warranty work plus mileage. We have not charged additional amounts do to not having the correct part, we have waived the mileage charge anytime the issue was related to not having the correct part. We have returned to resolve those issues. The customer is not willing to pay for the lights out of pocket or the trip, labor, and mileage charges. All fees are presented to the customer prior to the visits. Most recently we experienced an issue with their spa's ozonator. An upgraded feature that is not covered under the manufacturer's warranty any longer. We bypassed that item, confirmed it was the issue. Customer paid for the replacement item. The trip charge was waived, the mileage fee was charged. The customer is wanting the LED lights repaired at no charge. After reviewing the details of the situation. We will offer the customer an option to replace the lights causing the issue at for the cost of the lights, the trip and mileage fee will be waived. 

  Spa was delivered in November 2021

  First service 3/8/23 - a motor failed under warranty, we replaced the motor. Customer paid the trip charge and mileage fee. $176 - Part and Labor were not charged

  second service 4/12/23 - customer contacted us due to error on display. It was found they had an improper electrical hook up by their electrician, the wasn't a GFCI breaker installed as per code. the spa was recognizing the improper electrical breaker during its test. Customer paid trip charge and mileage. $170

  third appointment 4/22/23 - customer called stating there was a leak and led lights were not working. Upon arrival, no leak was found. lights that were brought were a different style. inspected all aspects of spa at that time. No charge to the customer. $0

  fourth appointment 6/5/23 - customer stated issues with spa, tripping breaker and not heating. determined issue with sap was the main control unit. parts for that replacement were not in stock. No charge to the customer for this appointment $0

  fifth appointment 6/7/23 - went out and installed new control system, waived all trip and mileage fees. warranty covered parts and labor. $0

  sixth appointment 9/28/23 - customer stated small leak from spa. Found minor leak at large plumbing connection. cut out old pvc were seam had started to leak. replaced with all new parts, tested repair. trip charge of $170 was paid.

  seventh appointment 7/25/24 - customer stated breaker of spa was tripping. When we arrived, ozone of spa was causing the tripping breaker, by-passed ozone sp spa could continue to work until we returned with the part. set up follow up appointment to install. non warranty item. trip charge discounted to $150

  eight appointment 8/14/24 - installed new ozonator in ***, waived trip charge, customer paid mileage and cost of part. $267

  nineth appointment TO BE SET - we will return to resolve lighting issue, customer will be paying for lights at cost, estimated at $30-60, we will waive trip, mileage and labor. awaiting customer to agree to service. 

  We have worked with the customer to resolve issues as they occurred. we didn't over charge or be misleading. Our goal is to have their spa work as intended. We understand their frustration. we did not manufacturer the spa or the parts inside the spa. anytime we experienced issues or delays related to us, we waived the charges for the return trips. Our effort is to make the customer happy. This is not a common experience with this manufacturer and we truly wish they didn't have these experiences. We will continue to offer our services for any future needs the customer may have. 

   

  General Manage of Family Leisure San Antonio

  Austin *******

   

• Initial Complaint

  Date:07/05/2023

  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.

  On 4/15/22 we purchased a new pool from Family Leisure. The pool was installed by ***** Says on 5/31/22. We came home to trash (empty water bottles, cans, plastic and screws near the pool). The ladder was unassembled with one s**** On 6/7/23 the pool started leaking out of the hose connecting the pool eye. ******, from Family Leisure came out and found two additional leaks along with no power to the system. The installers forgot to install the power cord. We felt what appeared to be rocks under the liner and called family leisure. We were told it was normal and it would settle eventually. Six months after installation (11/22) we noticed a leak about 1/8" below the seam that we patched. On 6/24/23 the pool leaked again and patched. On 6/24/23 the pool gave way and water gushed out destroying our retaining wall ($5,000.00 estimate to fix). I called Family Leisure and sent photos of the liner and was told it's not covered under warranty. On 6/29/23 we purchased a new liner through *********** due to the poor installation through Family Leisure. On 7/2/23 the installation crew uninstalled the previous liner. The installer recommends I consult with an attorney for reimbursement since the previous install was not completed correctly. Leg straps were put on without sand or tape covering them, plates were sticking up and not packed with sand, sand was placed on top of cove instead of under the cove, exposed bolts from plates (what we thought were rocks were really the bolts), the ultimate bottom was supposed to go to the sides of the pool, which it didn't. Additional sand was needed to cover the legs, plates and bolts. The installer stated it was supposed to be done before the liner got placed on the ground due to the possibility of the bolts, plates and legs puncturing a hole in the pool liner. The installer believes the tear was caused by the uncovered leg plate. The installer took photos of the exposed leg plates just below where the tear occurred.

  Business Response

  Date: 08/08/2023

  We have worked with the customer directly and expressed concerns about their statements made. First, we are sad to hear their pool had this issue. Second, we are and were willing to assist them in a solution. The consumer wanted to end the communication with me, the General Manager of the store, and stated that we would have to deal with their lawyer. Prior to the customer ending communication, we had several email conversations and photos were sent. We discussed the situation in detail.The customer isn't taking into consideration the aspects of the situation they took responsibility for regarding the repair. In their statement to the BBB they claim the bolts are the cause of the initial hole in the liner 6 months after the installation. The installation warranty is ****************************************************************************** their liner. The liner was repaired by the customer themself. They state that they repaired it properly,however the leak returned, and their original repair didn't last a year. They attempted another repair to this same area and the day after they the second repair to this area the repair failed and caused the entire pool to empty. They knew at that time they were responsible for the costs of the repair with a new liner. When the new company came out to perform the repair, their installers stated that not enough sand was used. This is a competitor of Family Leisure so their claims are impacted by their position. The customer made a claim that the ultimate bottom is supposed to go over the sand. That is correct,however the customer didnt purchase the Ultimate Bottom. That item theyre referencing isnt an item that they purchased. It is not an included item with the pool purchase and Family Leisure never claimed the Ultimate Bottom, or any additional barrier, would be placed on top of the sand. If the customer had purchased it, we would have installed it at the time of purchase. The materials we used were laid out in the correct order during our installation. Please know the amount of change that occurs under a pool liner when all the pool water drains out in the fashion it did. Wash-out of the sand from under the liner is common and changes the floor of the pool when the liner loses all of its water from one opening.If the original installation wasnt performed properly, the issues theyre describing would have occurred in multiple areas, not in one single location. The issue that caused the issues was related to the repair of the liner not being performed properly. There is no way to confirm what caused the initial hole. There is a cove, an additional amount of sand used at the edges of the pool to elevate the liner from touching the pool components under the liner. This customer received a Foam Cover with this pool package. The area where the hole was is on top of the foam cove. The foam cove is still in that same position where the hole was,the liner couldnt have touched the bolts they reference in their image.
  
  Family Leisures experience with pools is extensive, we believe, if the original leak repair was preformed correctly, the issue would have not resurfaced less than a year later. The second repair attempt is also in question as the liner failure occurred the following day. Family Leisure believes had the original repair occurred correctly, no further issues would have occurred. Their reference to the damages to the retaining wall is a result of the quality of the retaining wall and its age, not related to the quality of the original install. The retaining wall predates the original pool install by Family Leisure. Family Leisure does not provide services related to retaining walls. The customer request to receive $9,565.00 from Family Leisure is not justified. They stated they should receive $3,650 for their water cost, this is an extreme estimate. Also, $4,250 for their retaining wall repair/replacement, $600 for the new liner, $865 for labor to install new liner, and $200 for chemicals. Family Leisure and the customer agreed at the time of the pool purchase with a signed installation agreement that clearly states, the installation has a 30-day warranty, Family Leisure is not responsible for water, chemicals, and customer is responsible for backfilling and creating a positive drain. Family Leisure is not responsible for damage caused by insufficient drainage. Even though we do not feel responsible for the issues related to their situation, Family Leisure offered the customer to pay them $1,465 in check form associated with a release document waiving Family Leisures responsibility of their claims and the resulting problems. We feel this is beyond fair of an offer. It was not accepted by the consumer.
  The evidence they provided to support their claim is insufficient. We feel our offer to directly pay them for the services they incurred in replacing the liner is a wonderful offer. We want our customers to be happy and able to enjoy their pool. We requested invoices showing the items they paid for, liner and labor. That was not provided.
  We have attached images the customer provided showing the repair they performed on the liner and it is not in line with a proper repair. The sand under the liner, if washed away for any reason, like a leak, leaves a void under the liner. The pool water weight is pressing on the liner always. Any area not supported by sand due to washout allows the liner to expand and stretch. This is the cause of the hole growing larger and the repair needing to be performed again. Had the initial repair occurred with all the correct steps, not ************ the liner, but supporting the liner after the repair, this need for a second repair wouldnt have been likely. Then the failure of the liner wouldnt have occurred which caused the damage theyre claiming is associated with the original installation.
  We are confident in our process to install above ground pools. Any error related to the installation we are willing to address and make right. When the consumer takes it upon themselves to make repairs, then those repairs arent successful, the blame doesnt fall to the original install. Our offer still stands for the customer to accept the payment of $1,465. The customer would need to provide the receipts of the liner and the labor and complete a release document stating the matter is closed and both parties agree to the terms and no further actions related to the scenario would occur. 

  Customer Answer

  Date: 08/08/2023

  Complaint: 20267123
  
  I am rejecting this response because:

  Family Leisure's initial install was the direct result of our pool tear that occurred only six short months after installation.  Many Yelp reviews and BBB complaints also state their incorrect installation practice.  Family Leisure is taking no responsibility for the faulty installation and continues to blame their customers (see all Yelp reviews and BBB Complaints).  Family Leisure stated in their response, "The quality of retaining wall and age", when the general manager has never been to our home and has no idea on the quality of the retaining wall nor the age.  The estimate of the retaining wall is $8,500.00 and only half was requested from Family Leisure.  I invite the manager of Family Leisure to contact ANY water supplier to see the current costs of water delivery.  As a pool supplier he should know the cost to have water delivered to fill a ****** gallon swimming pool and not tell the customer it is extreme ( as to imply the customer is lying).  We have receipts to back all invoices paid.  

  Invoices were requested if we accepted the low offer Family Leisure made.  We declined the low offer and will be taking Family Leisure to court and will offer into evidence all of the receipts at that time.  Family Leisure has a history of poor installations, which cause the consumer to lose money and have to replace many original items.  Our pool pump motor has now quit working after only 15 months of being installed.  Their warranty is only 12 months.  

  The amount originally requested isn't even the total amount we have had to pay to get our pool up and running.  We went to ********** for our replacement liner and used their installation crew.  Their installation crew is willing to testify in court that the original installation did not have enough sand and the bolts and legs were not properly covered.  They stated, "We would never have placed a pool liner on top of ground that was not properly prepared for a liner".  They also stated they were surprised our liner lasted this long.  They also stated the tear in the liner was a direct result of an improper installation.  

  The manager of Family Leisure has no idea what was done after the original tear, so I am not sure why he is stating it wasn't done.  The 1/4" tear was properly sealed and the area that created a wash out was refilled and packed with finely washed sand.

  Communication has ended with the manager of Family Leisure due to his degrading language, lack of responsibility, and assumptions he is making on how we repaired a 1/4" tear.  He is downgrading the quality of our retaining wall, even though he has never seen our retaining wall or was around during installation.  He is assuming our retaining wall predates the original pool install when he has no idea when our retaining wall was installed.

  The manager of Family Leisure does not take responsibility for faulty installations, degrades customers on the phone and has no facts to support his claims on how the customer makes repairs.  The manager of Family Leisure has a history (Yelp Reviews) of blaming the customer and never taking any responsibility.  This is a practice that needs to stop and Family Leisure needs to take responsibility for their faulty installations.

  We are in the process of creating final documents for court and working with the Secretary of State for determining the legal name and agent in charge to serve  court documents.  We believe we have an extremely strong case to present in court and believe we have enough proof to collect total reimbursement from Family Leisure.

  
  Regards,
  
  *******************

  Business Response

  Date: 08/08/2023

  The cause of the tear in the pool liner cannot be determined or proven it was related to the installation of the pool. If there was an object that is part of the pool construction, it would be unlikely to take 6 months to create a hole. Usually, a circumstance like that would be within 1 to 60 days.It is conjecture to make the statement the tear was due to the pool installation.If it was obvious the pool created the hole, the object that created the hole would be there right under the hole. It would have been noticed by the customer when making the repair to the liner. The items she is referring to are under the pool liner, sand, and plastic barrier. They are steel and would not leave the position if it was the cause of the hole. The item would still exist in that very same spot. Family Leisure has a 4 out 5 rating with ****** Reviews with over 400 reviews. Weve been in business in San Antonio for 18 years and install 300 to 600 pools each summer. We are not perfect; we address complaints and concerns with customers to resolve issues when they occur. Most consumers use their garden hose to fill their pool. It is rare to purchase water to fill a pool. We sell pools and many other items; water is not something we sell. The customer signed an agreement, at the time of the original purchase, stating that they are aware Family Leisure is not responsible for the cost of water.
  The pool pump warranty is not set by Family Leisure, it is set by the manufacturer of the pool pump/motor, Waterway. This is a standard warranty across the country with this manufacturer and several other manufacturers in the above ground pool industry. We have not seen the pump/motor,performed any troubleshooting, we cannot determine the needs for the pump/motor.We gladly provide over the phone troubleshooting to determine more details and offer assistance to help resolve issues. The problem with the motor could be a simple fix.
  As someone who has been in this industry for over 25 years,Im very aware of the aspects of repairing a pool liner. If it was done properly done, than it would not have leaked again causing the need for the second repair. The object the customer is claiming made the hole would still be present and it would have been felt or seen. The images they have attached are not in the area of the hole. If their claim was that the pool components caused the hole, the object they say caused the hole would be directly under the hole in the liner.
  No degrading language was used in speaking with the customer. There was a misunderstanding on their part that was cleared up easily. My goal in our conversation was to present the option the company was willing to offer. The claims that had already been made via email communication were being represented by the customer and I was responding to those claims in a professional manner. The customer themselves were the ones who became argumentative and raised their voice. In addition, made claims to my age as if I wasnt an adult. All the unnecessary statements made by the customer were not addressed during the call as it was likely only said to irritate or develop a less than professional response and I did not choose to engage in that form of conversation. The customer ended the dialogue abruptly. An attempt was made by me to reengage the conversation and represent the offer. The offer was denied via email by the customer.  
  It is unfortunate that the customer is unwilling to accept an offer that would reimburse them for the cost of the new liner and the labor to install it.
  
  Austin *******
  General Manager
  Family Leisure of San Antonio

  Customer Answer

  Date: 08/09/2023

  Complaint: 20267123
  
  I am rejecting this response because:

  Family Leisure has a history of faulty installations and has a history of blaming the consumer as seen by BBB complaints, Yelp complaints and also ****** complaints. Austin ******* is adamant Family Leisure is not to blame for any faulty installation even though there is a pattern and history of complaints very similar to our faulty installation. Family Leisure cannot continue with this practice and we believe the only way to get our voice heard is through the court system where a judge and/or jury will decide the outcome. 
  

  it is very apparent Family Leisure and Austin ******* will never take responsibility for their wrong doings, so having a judge decide is our last step in proving this pattern of faulty installations and blaming the consumer.

  ****************** will be receiving a summons for court in the next few weeks.

  
  Regards,
  
  *******************

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a hot tub in April of 2021. It is still under warranty. In April, of this year, the jets stopped working. We contacted Family Leisure, they sent a repairman he stated it needed a new pump. New pump was ordered but upon a second look by the repairman he determined that the lights had leaked water and shorted out the 'board'. At this point, June 13 2023, we cannot get an answer from Family Leisure. No one will call us back, no one can give us an answer on anything. This is the worst customer service.

• Initial Complaint

  Date:04/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ************** Install It has been the BIGGEST JOKE to work with! We have been trying to get a call or text back for a MONTH now for a reline! Family Leisure was so promising to get ** hooked up with the install! We went in purchased a liner over $300 just be ignored from ***** Says Install It! I provided everything ***** Says asked for and after that we were completely ignored. My husband and I have left several voicemails and sent several text! DEFINITELY POOR CUSTOMER SERVICE!! ******************** refers you to this company but when you call and ask for help their reply is sorry we have nothing to do with ************************! But yet people go in their store spend hundreds of dollars just to be referred to this s***** installation company! Also the number provided on their website is a non working number GO FIGURE!

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  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.

  Purchased Above Ground 30 diameter pool from Family Leisure July 2021.Installed by ***** Says Install It end of August 2021.Issues after installation;1. Pump fittings and all hose clamps leaking.2. Sand placement/spreading under liner/walls incorrect and not covering concrete pads under vertical wall supports on approximately 1/3 of pool diameter. Now concrete pad corners punching holes in liner and currently liner leaking.3. During installation ***** ********* left finger out of Sand filter and at start up, sand pumped directly into pool.Family Leisure did come and install finger, but we had to vacuum sand out ourselves even though we were told Technician would do it.We havent even had this pool for 1 year.Now, best liner they sell is leaking due to mistakes made by install crew.Wall elevation lower on 1/3 of pool diameter causing a see through gap between wall/liner and metal cap under top rail 4. Contract stated all trash from installation would be removed and it was not.5. We Upgraded and purchased pool ladder and it was not completely put together nor was it installed at location as directed. Left out in yard.Currently trying to make contact with ***** Says Install It. Have sent emails to Family Leisure, no replies to date.

  Customer Answer

  Date: 09/16/2022

  Better Business Bureau:
  
  Family Leisure did make contact with me and an attempt was made to correct some of the issues that we were having with our above ground pool.
  However, the pool liner is still leaking even after a technician from Family Leisure came out and patched a hole caused by concrete paver. This is work in progress.
  
  Thank you,
  ************************;