ComplaintsforLeisure Concepts Inc
Hot Tub Parts
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Complaint Details
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Initial Complaint
02/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a Sundance spa from ***** pools and spas in ******** **. They recommended a hydraulic cover. It has had multiple malfunctions. *************** said they are not liable to replace it. The cover company who is a third party has advertising on their website for lifetime coverage on the products. My spa has now had multiple holes put in the sides to repair the cover damages multiple times. I would like a replacement and repair to my spa. Holes filled with putty decreases the value and overall aesthetic of a $12,000 spa that is only 5 years old. I would like to work with the company peacefully to come to an agreement on these necessary repairs. Thank you for your time.Business response
02/02/2023
Leisure Concepts is a manufacturing company that does NOT sell products direct to consumers and does not provide installation or maintenance service for its products. The company was in no way involved directly or indirectly in the repair plan/process that resulted in additional holes to be made in the spa cabinet.
The company/individuals who performed the repairs, as stated in the complaint, were not acting under the directive or advice of Leisure Concepts. The repair plan/process was determined and executed by ***************/personnel who performed the actual repairs.
If production malfunction occurred, it could have resulted from improper installation or improper product use rather than a faulty product. No proof has been provided proving the product was faulty.
As stated on the Leisure Concepts website, Leisure Concepts offers a full one-year CONSUMER warranty and a lifetime DEALER warranty meaning the lifetime warranty applies ONLY to the company (DEALER) that purchased the product direct from Leisure Concepts.
Consumers should contact the dealer from which the product was purchased regarding all warranty matters. The dealer will then contact Leisure Concepts to obtain warranty coverage information.Business response
02/08/2023
Leisure Concepts is a manufacturing company that does NOT sell products direct to consumers and does not provide installation or maintenance service for its products. The company was in no way involved directly or indirectly in the repair plan/process that resulted in additional holes to be made in the spa cabinet.
The company/individuals who performed the repairs, as stated in the complaint, were not acting under the directive or advice of Leisure Concepts. The repair plan/process was determined and executed by ***************/personnel who performed the actual repairs.
If production malfunction occurred, it could have resulted from improper installation or improper product use rather than a faulty product. No proof has been provided proving the product was faulty.
As stated on the Leisure Concepts website, Leisure Concepts offers a full one-year CONSUMER warranty and a lifetime DEALER warranty meaning the lifetime warranty applies ONLY to the company (DEALER) that purchased the product direct from Leisure Concepts.
Consumers should contact the dealer from which the product was purchased regarding all warranty matters. The dealer will then contact Leisure Concepts to obtain warranty coverage information.Tell us why here...Initial Complaint
01/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
During the process of placing an order for a SmartTop cover and lifter for my spa, I experienced a rather unpleasant interaction from one of the employees working on my order. When I addressed the employee regarding their unprofessional behavior and stated the behavior made me concerned that if there are any issues when I receive my order, would those concerns would be met with the same unprofessional demeanor. The employee responded "the owner said we will not do business with you". Via email I requested to speak to the owner regarding the incident and the employee never responded. Many weeks following the interaction, I was shocked to learn that employee had been viewing my Linked in profile. I find this antagonistic and rather disturbing and feel it crosses the line of acceptable behavior bordering on stalking. I believe this employee never spoke to the owner about the incident or of they did, didn't communicate the full facts surrounding the interaction. I believe this employee has also attempted to derail my previous attempts to contact management regarding the issue.I've debated placing an order for the item through a retailer instead of direct with Leisure Concepts but have a hard time doing so knowing my money would go toward paying this person's salary.Business response
01/24/2023
Leisure Concepts takes pride in providing the highest quality products and customer service which has allowed the company to become the worldwide leader in spa accessories thereby earning the business of thousands of satisfied customers worldwide over its 30 years in business.
We recognize it is the consumers right to choose with whom they do business. It is also Leisure Concepts right to choose who we do/do not sell products based on what is in the best interest of the company. While uncommon, circumstances do occur where Leisure Concepts enforces these rights.
Mr. ******** complaint refers to an experience with Leisure Concepts in April, 2019. Despite his claim the company refused to sell product to him, our records indicate his order was accepted on April 10, 2019 at which time he also provided his credit card information for payment. An order confirmation/ approval request email was sent to the email address ****************** provided on April 10, 2019, to which there was no response. An additional order confirmation/ approval request was sent on April 17, 2019, and again on May 3, 2019, to which there was no response. The order was canceled on June 6, 2019, due to a lack of required response from ******************. No financial transaction occurred nor was ****************** provided product by Leisure Concepts.
Mr. ******** grievance that he was treated with an unprofessional demeanor by the Leisure Concepts employee is subjective therefore cannot be supported by facts. Leisure Concepts cannot confirm or deny ****************** was told the owner said we will not do business with you, as there is no factual evidence this occurred. As a result of the lack of ability to provide evidence of guilt, Leisure Concepts maintains a neutral position regarding the grievances brought forth. It is the companys expectation that its employees be courteous, helpful, honest, respectful, and fair when representing the company, and expects the same of its customers.
Regarding Mr. ******** claim the former employee viewed his Linked In profile, the reason the former employee did so simply cannot be known and any accusations for doing so made by ****************** are purely speculative. Any comment or explanation provided by Leisure Concepts would be speculative since the individual is no longer an employee of Leisure Concepts and there is no knowledge of similar occurrences by former or current employees as it is not part of our standard procedures.
In summary, the only factual evidence that exists is that Leisure Concepts applied fair and standard business practices in effort to provide the product ****************** was desirous of purchasing.Initial Complaint
08/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Leisure Concepts of ******* ********** closed their employee break room for the week or longer because the owner was sick of the employees leaving a mess. My brother works there and showed up for work this morning with lunch and no water because they drink from the break rooms water fountain. The owner ********************* locked the fridge and shut off the water fountain but is letting them in for only 1 or 2 ************* to cool off. My brother and everyone else will eat whatever part of their lunch that did not spoil. This week is very very hot, in the triple digits this is uncalled for.Business response
08/18/2022
This is a false claim based on inaccurate and fabricated information made by an individual who is not an employee of Leisure Concepts nor has the individual ever been present at the facility.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.