ComplaintsforLeisure Time Warehouse

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a spa from LW in 2021 and discovered a crack in the shell in May 2023. I contacted LW by e-mail the same day as the crack was found but had to post a negative review in June to get their attention. The owner's son called me later the same day as he found my review to get me to remove the review and see about getting a company to repair the crack. Later that same day the owner also called me and pledged to "give (me) a cover" being overjoyed that I had already removed the review. The owner called me again later in June & pledged to visit in person to come up with a custom solution to my spa since we agreed that my cover, which I purchased separately, could have contributed to the crack. My conversations with the owner unfortunately were all for naught because the next time I called him in July, he didn't remember who I was. Someone from a local company finally came to repair the crack at LW's expense on July 31 but the result was worse than before. The local company sent someone else to repair the repair in early September but after doing the repair, a new crack appeared by the next morning. The company was scheduled to finish the re-repair on Sept. 6 but they only sanded down the area, took pictures and left. The company said they would "follow up" but no one ever did. When I texted them on Dec. 8, they said LW had not given them "further instructions" and advised me to contact LW. When I e-mailed LW on Dec. 26, they said they paid the company for their work and thought it was done but that they would "get back to (me)" after talking to the company. I gave it 2 days but no one was getting back to me so I followed up with them again & thereafter it was just a series of e-mails where the owner's son is ducking, dodging, sidestepping responsibility and pointing the finger back at me. Meanwhile, they haven't actually paid the local company for any of their work. At LW's advice, I shredded a check that LW sent to me by mistake that was meant for the local company.

  Business response

  03/05/2024

  Mr ****,

  With the full knowledge and consent of the factory:

  The crack in the swim spa appeared because of the cover you were using prevented the unit from being exposed to UV Rays.  Since it was a non OEM cover, Master Spas voided the warranty.  We stepped up to try and have the crack repaired by a reputable company who specializes in this and you were unsatisfied with their work.  They will no longer work on the unit due to your poor Google review.  At least that is what they have communicated to us.  Which they were also paid.  

  In regards to the cover, the owner (Ted) said he would be happy to give you a cover to see if that would work in your application.  The issue is the deck you have and cover system you have was an issue that could possibly prevent the cover from working correctly.  We repeatedly reviewed the cover and I repeatedly told you I would drop off an out of box cover so you could try it out.  We told you we would pick it up if it didn't work.  

  All of this was at no charge to the customer.  None.  The attempted crack repair (that was not covered due to the voided warranty), the loaner cover to try out before we just took a brand new cover out of the box, and the repeated phone calls and emails where we were belittled and treated like we were trying to hurt you when again we were trying to help, AT NO COST TO THE CUSTOMER.  As I repeatedly said in my emails, I am just trying to make the customer happy and even asked for a list of what would satisfy him, but instead was just thrown a list of facts in my face and was again belittled by the customer.  I don't ask my employees to listen to that and I won't either.  A civil conversation goes a long way towards getting the problem solved in a convenient manner.

  At this point, we feel we have made repeated attempts to help Mr **** but since he has voided his warranty and feels so hostile to us, we recommend he find another place to service his unit.  If he feels so poorly about our service after the fact, then I don't see why he would want to continue the relationship going forward.  As I repeatedly said in my emails, I am doing my best to make him happy and have great relationships with the vast majority of the customers we sell.  We didn't want to go this route and regret his feelings.  If he wants to give myself a call in regards to helping in the future I am happy to attempt that.  He has our office phone number.  

  .Thanks,

   

  ***** ******

  Customer response

  03/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  To start, Teddy’s response is about 100 words longer than I was afforded within your 2,000-character limit for my complaint but I hope I will be allowed more length for my response to Teddy who conveniently uses lies and misinformation to paint a picture that is mostly untrue. Please allow me to establish a few facts which, along with those already put forth, Teddy does not dispute:
  
  1.) No one at LW has ever seen my spa cover in person or examined its specifications in any detail so Teddy’s claim that the cover does not protect against UV rays is his own opinion and speculation at best. Note that Teddy is so quick to point the finger back at me, the customer, that he doesn’t even realize what he says in his very first sentence – i.e. that my cover actually does prevent the spa from being exposed to UV rays but that the crack somehow still resulted, nonetheless. I know what Teddy intended to say there because of my past correspondence with him but I want it to be on full display for everyone to see that Teddy frequently does not know what he’s saying in his rush to deflect responsibility. Beyond that, no one knows for sure how or why the crack formed but it’s clear now that LW isn’t willing to further investigate either.
  
  2.) LW did arrange for a local company to repair the crack, a fact already established in my complaint, but Teddy could not be more wrong about (a) having paid the company or (b) the company’s supposed desire to “no longer work on” my spa. As communicated to Teddy’s dad, the owner, and their attorney via e-mail on Feb. 16, I had spoken with the company via phone and the company had communicated to me in no uncertain terms that they have yet to be paid by LW for their work on my spa. I confirmed the fact with the company again yesterday before authoring my complaint but again, lies and misinformation is all Teddy has here. Contrary to his claim, the company does wish to finish the repair and/or work together on it but they cannot work for free. As stated in my complaint, LW sent to me in error the check that they'd made to the company and as documented over e-mail, I notified LW on Jan. 2 that I had received the check but was willing to forward it to the company. Teddy then replied to said e-mail saying to forward the check and I said I would but Teddy ultimately later said “Rip up that check. We will take care of it ourselves.” So I did likewise – I ripped up (i.e. “shredded” per my complaint) the check according to Teddy’s clear wishes for the check and communicated as much in my aforementioned Feb. 16 e-mail to LW, being unaware that they did not “take care of it” as Teddy had promised. Teddy would have known all of the above if he and his dad exhibited better communication between themselves but poor communication seems par for the course for LW, be it with me as the customer or them as family members. They evidently do not discriminate as to who they will ignore; it seems to be easier just to lie, distort and put people off as they have with me countless times over the past 10 months.
  
  I could elaborate on numerous other points of factual inaccuracy/misinformation in Teddy’s accounting of things therein but I’m not sure that it’s worth it. As mentioned in my complaint, it took a negative review just to get LW’s attention. They then hired a company to repair the crack which prompted the review but the company LW hired did a poor job and LW has yet to pay the company a dime. My review of the other company, which Teddy briefly alludes to in his first paragraph, was removed almost 3 weeks ago and I am looking for a resolution which actually makes my spa look better, not worse. Teddy says I have his phone number; he has mine as well. Communication works both ways. I unfortunately am not the one forgetting conversations or ignoring them altogether and omitting key details in the rush to put someone off as Teddy is here. I have asked questions over e-mail about the “loaner cover” Teddy mentions but neither Teddy nor his dad or anyone else has answered my questions about the cover and I do not wish to take delivery on or, in the worse alternative be stuck with, a bulky used cover that doesn't remedy anything and/or costs me a significant dollar amount that they will not disclose.
  
  It should be further stated that Teddy’s dad (Ted, the owner) expressly asked that I not communicate further with Teddy in a Jan. 3 e-mail to me which had their attorney cc’d. Ted’s exact words were “Your email chain was the topic of discussion at this morning's management meeting. Effective today, I am getting the factory involved, which we were reluctant to due to the circumstances, and myself exclusively. Do not reply to this email to my son, Shelby or any other employee with the company, only myself.” I obliged Ted on his request and only e-mailed him, the attorney and/or the manufacturer on 3 e-mails thereafter and all 3 e-mails went without response. Having no response, I then reposted a negative review on LW and who else was it responding to the review but Teddy. I draw attention to this part of the matter to not only show that this company, LeisureTime Warehouse, cannot follow its own rules when attempting to have everyone else follow them but to also show that my hands are tied in a legal sense insofar as LW’s own written communication to me is concerned. And when Teddy says he has “repeatedly” done this or that in his b.s. response to my complaint, I hope the public will see through his lies and know better than to do business with him or his company. The only thing Teddy has repeatedly done is repeatedly put me off as the customer as most recently evidenced by his response(s) here. That much he is good at. Facts, genuine care for the customer, timely responses or responses at all – not so much except to quickly point the finger.
  
  Regards,
  
  **** **** 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/29/2022 purchased $13,000 Waited repairs for over a year for minor repairs that they never they fixed. And August 15. It started a major leak which I continuously called them and finally on October 4 they sent someone out to fix it. The technician was incompetent and actually made the leak worse. I have to keep filling the hot tub up every four days which included using more chemicals, more water, more electric for heat And with barely usable since you cannot use it and less the water was at the proper level at that point I started emailing them and also emailing them pictures of how bad the leak was. They did not answer me until the end of October where I said I was going out of town And asked them to come once I came back. I contacted the manufacture which was ****** *** and have to get them involved. That’s why they ended up trying to get out the day. I was leaving to go on out of town so far the whole process took. 3 1/2 months when I got back they sent someone out who made the leak even worse on November 16, 2023. I now told them I wanted a replacement tub since it’s been sitting in water for all these months and don’t know what other damage has been done, and they refused to do anything And they did not wanna do anything for at least another month after that anything after that. leisure time kept telling me that I was the one that kept canceling and was not letting them come out to fix the hot tub which is incorrect. I only said that the one time when I was out of town. High priority from August 15 through October 31. The Hot tub under is warranty.

  Business response

  12/29/2023

   

  Good Morning,

  I am in receipt of your letter regarding the complaint from Mr. *****.

  Please review the attached email correspondence that was recently forwarded to Mr. *****.   This email outlines exactly where we stand and additionally, have the approval of ****** ****, the attorney for our company and the attorney for ****** ****.

  There is nothing else to say.

  Thank you.

   

  Ted ******

  cc: ****** ****

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Challenger 19D MasterSpa through LeisureTime Warehouse in Ohio in 2022, and it was delivered Jan 26, 2023. We did not fill it until March 27 due to hooking up electric/etc. However, since the first fill, it’s leaked. Service technicians came out on March 29 to look at the issue and said it was “overfilled” which caused the leak and it would be fine once the water level went down. That’s possible, however, we filled it to the “fill line” in the tub… if it was overfilled, this line was incorrectly placed during manufacturing. Since the first leak, it has not stopped leaking so I’m don’t believe the malfunction is due to an overfill. Our garage has had puddles in it that continue to expand as the pool water level continues to get lower... which again does not point to the spa being overfilled as a cause. I’ve sent images, per LeisureTime’s request, April 13, and have yet to have anyone contact me for repairs. They simply say they are following the MasterSpa warranty process. At this point, the standing water is likely causing damage to my new home. Beyond the leaking, 2 parts have broken and 1 part has come off in the swimspa. Because of all of these issues, I'm not able to use the product (at this point, the water is too low yet I don't want to refill it in case it causes more damage) and also not able to fix the product. Overall, I’ve found this to be completely unsatisfactory service and quality for an exorbitantly expensive product, and no longer wish to have my capital tied up in it.

  Business response

  05/09/2023

  We aware of the issues that this customer has brought up and have been in touch with the manufacturer who is resolving each and every complaint.

  Most of the issues are minor in terms of a solution but may time some time to secure a part or a partial part.

  The broken suction drain was damaged by the customer, as it was delivered intact and it was a new unit from the factory.  It is being replaced at no charge.

  The seadek that is peeling is being replaced.  This is unusual but does happen, and is being replaced at no charge.

  The pillows are being replaced at no charge.

  The leaking situation may have been an overfill by the customer, we unsure of this till such time as the unit is inspected again.

  The customer, several weeks prior to writing to you, had a special cover ordered and then delivered and we were not made aware of any of these issues.  This was an additional $4,000.00 purchase.

  We have been to this customer's home, (March 29th 2023) she is NOT be ignored and we want to provide the service necessary to resolve these issues at no charge.  We did find that a bleeder hose was not clamped tight and that was completed at no charge and we thought that may have been the issue.   By the way, the problem about the bleeder hose was called on March 28th .... and we were on site to fix on March 29th.

  A refund is not applicable as the unit is functional and we have provided what this lady ordered and have been there to deal with her issues and the process of the order, delivery and service.

  Thank you.

  Ted D*****

  cc: Master Spa Customer Support and customer file

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a repair to a leaking filter seal on my hot tub. After making several trips out without doing anything they finally attempted to fix it. No estimate was provided for the job. The attempt failed and the leak was worse than before they started but they still want over $800 for making my hot tub worse off than before they came out.

  Business response

  04/06/2023

  In Regards to the customers complaint, Ted reached out to the homeowner and explained the charges and how the amounts were reached.  The customer agreed to the $800 charge and paid for it at that time.  In regards to this complaint, we consider it closed and wish the ****** happy tubbing and are happy to help them with any future issues!  -Teddy

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a tub and set for delivery on 11/8. We didn’t actually have delivery till 11/15 (not a big deal things happen). But did not receive the cover and stated it would be in the next day. Tried to contact both sales and delivery for a week with no response. Teddy on Facebook was finally responsive. The delivery individuals were extremely rude when they finally brought the cover. Did not set it up or attach it to the left mechanism. They said not their problem. Leisuretime only wants the sale and not provide customer service throughout the process. Extremely dissatisfied. Customer service is a thing of the past!! We just want the purchased set up as stated from the sale and that has yet to happen.

  Business response

  11/23/2022

  The cover lifter was installed the next day.  The employee that refused to install it was reprimanded as well due to their performance on this issue.  -Teddy

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a hot tub 2 years ago that has busted inside supports. I asked for a new tub and this past year asked for repairs. Both times I was told they would take care of the issue

  Business response

  05/19/2022

  Ms. Angel,

  A thousand apologies to Mr. ********.
  

  During the pandemic, we categorized repairs on a severity basis.   His hot tub was functional so it was a #3, certainly very important, but not in crisis.

  We then followed up by dropping the ball by filing the issue as completed.

  I am sorry for the issue and the delay in the repair, but this will be completed in short time on site and  in the very near future.

  When there, we will provide the check if not already issued which I assumed was not.

  Thank you for forwarding, we will contact you once the repair is completed.

  Regards,

  Shelby H.

  Business response

  06/07/2022

  Re: ID # ******** - ****** ********

  
  

  Regarding the complaint filed with your office by Mr. ********, please note that the repair has been completed and a refund check was issued and sent to his home this moring.

  
  

  Thank you.

  
  

  Ted D*****

  Customer response

  06/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ********
  
    They have made the repairs after 2 years and I will be happy to send an update when the check they promised arrives in the mail. ******

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Leisure time warehouse had a hot tub sale at the erie county fair grounds I had left a $2900 deposit on a hot tub on 9-11-21 and was supposed to go back the next day to pay the remaining balance. When I got home I realized the price that was written on the contract was higher than the price that we agreed on and also the sales tax that was calculated was the wrong amount, and never took the $500 coupon they were offering off. I attempted to go back the next day at 4:30pm to discuss this issue and they had already left for the day. They were supposed to be there till 5pm called the main number no answer. Ended up getting in contact with salesman Reid that same Sunday and he said he was wrong and would adjust the numbers. My delivery date was Tuesday for the hot tub still never heard back from Reid and nobody answered the main number as I have the call logs. Delivery was attempted by the company but the price was never agreed upon. After numerous attempts the salesman calls me back and tells me they aren't honoring the adjustment or coupon. Told them we didn't want it anymore and a refund. I sent my original contract as stated back to leisuretime within the 3 business days to get my refund and they told me I was not going to receive it back even though contract states I'm entitled to it back. I feel I'm being taken advantage of by an out of town company that feels they don't need to have any recourse for their shady business practices. I also have emails from owner Teddy D***** saying he received my contract but will not be giving me my money back. $2900 is not a small amount of money and I feel as if they stole it.

  Business response

  01/03/2022

  To whom it may concern,

  While we are happy to work with the customer, this is a complete twisting of what took place and an attempt to discredit us as a company.  As we have repeatedly told *******, we stand by ready to deliver the spa.  

  ******* mentions that we tried to make delivery of this unit and when we arrived she started trying to negotiate the price although her contract specifically says "all discounts applied" and all sales are final.  I even was willing to work with her on the pricing and she kept trying to negotiate the price further and further.  In the meantime, my crew sat onsite for 3+ hours waiting for her husband to try and open up a wall of the house until I finally had to pull them off the job site as there was no end in sight as far as getting the unit delivered due to the delay.  I will note the contract even states that the site needs to be prepped BEFORE we arrive and there are fees involved with waiting or having to redeliver.  As a result of my crews having to wait around, they didn't arrive home that night till after 10:00 pm

  After this delivery, I let the customer know we are ready to deliver and I was willing to waive the extra delivery expenses AND work with her in regards to a discount to satisfy what she thought she deserved and she repeatedly insulted myself and my customer and threatened legal action.  We repeatedly informed her of the terms of the contract and then she tried to cancel although we have costs in regards to this contract that cannot be ignored.  We informed her she was not able to cancel due to the fact that we had already attempted delivery and there were costs involved that could not be waived.  She insulted us further and threatened legal action, which is where things were left.

  I would like to point out that I have always responded whenever ******* has emailed me and we have stood by ready to deliver the unit whenever her and her family are ready.  As far as we are concerned, there will be no refunds and we stand by the fact that that we are ready to deliver at any time.

  Thanks,

   

  Teddy D*****

  Vice President

  Leisuretime Warehouse

*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. ↩