ComplaintsforFamily Leisure

• Initial Complaint

  05/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a pool last year Within the first month we noticed a pinhole leak in valve body (not the connections)Family leisure wants me to pay 90 dollars to come out and tighten up the connections. Number one, they sure don't pretend to be as interested in our problem as they were with selling us a pool. Why they won't even return my calls is admission of their failure as far as I am concerned. Also the skimmer door was not the one for this pool

  

  Business response

  06/21/2024

  When looking up your communication and purchase history, I did find that you purchased your pool in March of ******************************* April of 2023.  Unfortunately, I could not find when you contacted our service department for the repairs. I also did not see a date or time when we made them. If this issue still exists and you would like to have the repair completed we would be more than happy to resolve that issue with out any trip charge included. If this is something you like to have done, please call our store and request to speak with a manager and we will have get it scheduled.  

  Customer response

  06/24/2024

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

• Initial Complaint

  08/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Family Leisure is the US Representative for Vuly Play (trampolines based out of Australia). I purchased a Trampoline in 2017 and registered with Vuly which granted me 1/2 price parts for life. In 2019 I had to utilize this through Escalade Sports. I was able to order a jump matt and Safety net at 1/2 price. In July 2022 the Jump matt has again failed and I tried to order another one. I contacted Escalade Sports again, and they were happy to quote me 1/2 price parts, that is until we discovered they no longer carry my model. They directed me to Family Leisure. Upon emailing them they denied to honor my 1/2 price parts, saying that that is only for Australia (which is patently false). As a representative of the parent company I am asking them to honor the pricing as guaranteed in 2017. I understand with the pandemic that prices for shipping have increased, and I would gladly like to find some middle ground on purchasing replacement parts.
  

  

  Business response

  08/09/2022

  We did not sell the trampoline to Mr. **** he is not our customer . We are retail store and do not carry the warranty for the product he bought from someone else. I have no record of him calling our store and asking for help. He needs to contacted  Vuly or Lux Dist. I will pass his information on to Marlas at Lux Dist so they can reach out to him. I will also reach out to him and I will try to get in touch with the right people. 

  Customer response

  08/09/2022

   
  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.  I incorrectly made a complaint against Family Leisure *** instead of their corporate offices.  Both ** *** and their Head quarters have responded to me and have solved my problems.  I would give them 5 stars on customer service if BBB would allow that
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a pool table from them for almost $3,000. When their crew was setting up the pool table I asked if they could also adjust a shuffleboard (which was not purchased from Family Leisure). They did so, and charged us for it.The adjustment did not fix the problem. When I contacted them to see if they would come back out, I was told that they never should have worked on a product that they did not sell.They refused to fix the problem and refused to refund the money we paid that did not fix the problem.

  

  Business response

  07/16/2022

  The only record I see from this customer was in 2017 he bought a pool table. I don't show that we have been out to his house since. I don't see that there was a ticket for any releaveling or any other work done on a shuffleboard table. We tried calling him on the number we have but no one answered.I have also tried the nomer he provided here and no one answered. If he would like to call me I will be happy to talk to him about any problem he is having and resolve them. Phil ************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a 24'x54' Island Venture Swimming Pool 12/19/2020. Today is 05/16/2022. We have not yet to swim in our pool due to in the first problem, we experienced was the installer of the pool had no idea how to install the pool. The summer of 2021 came and went with lots of phone calls, myself fighting with **** the owner. ***** the store manager, Zac the service manager. They came out rebuilt the pool, reset a few of the concrete slabs for base of the pool. They replaced the skimmer, They replaced the liner. They rebuilt the top of the pool, They refunded us $225.00. 2022 and we are calling them due to the top of the pool is coming apart and the liner is torn. Zac has found the perfect solution to our pool coming apart as we spoke today. Its our fault we didn't fill the pool to the top even though the second liner wasn't replaced until October 2021. when we were told it was time to close the pool. March 2022 ready to start the summer with our new (I mean two year old pool) We go to open the pool in March the top of the pool is coming apart AGAIN and the liner is tearing in places. My husband calls and they want us to pay $975.00 to replace the liner and labor to repair the pool. Original cost of pool $6,689.54. Paid 12/19/2020. I called Zac. Asked him why would we pay for another liner and the labor. I was told by Zac it is our fault for not filling the pool up. The water in the pool is 1/2 way to the top. As instructed by the close your pool video. It was the beginning of winter. "Why would I fill the pool up only to drain it and close it". Zac stated to me a customer of over 12 yrs. purchased two pools and a hot tub. I am loosing money on this deal. WHAT? Wait I am the one who has spent 7 thousand dollars, lost three days off of work, had to be here for all repairs. I am confused as to how a company can do this and continue to charge us. Please BEWARE DON"T BUY HERE!!! I want our total purchase back. Come get the Pool!! HORRIBLE EXPERIENCE!!!

  

  Business response

  05/18/2022

    We have talked to customer and have set up an apiontment on Monday May 23rd to replace the liner weather permitting 

  Customer response

  05/24/2022

   
  Complaint: 17208472
  
  I am rejecting this response because:
  
  

  The pool liner has been replaced twice already! I do not feel that it is our responsibility to pay Family Leisure to have to come back out to replace the liner. The pool is coming apart at the top, also due to poor installing of the pool. The tearing of the liner is due to poor install. The company is requiring that we pay to have the new liner replaced for the third time. I had to pay the company to come back out and install a new liner. WHY should I have to pay them?  I feel since the original install was poorly met. The pool will never be right. I also don't feel we should be paying for the companies mistakes. We purchased a pool in 2020 and would like to be able to swim in the pool. $7000.00 later the company is asking us to fix and pay for their mistakes. I would like a full refund without ANY more Hassle from ANY member of the store. Come a pick up the pool and REFUND our money. I am frustrated with the matter of all the phone calls and getting the blame for their mistakes.

  Sincerely,
  ** * *****************************

  

  Business response

  05/25/2022

  The pool was put together correctly and has had some problems due to the time of year it was done. We will not take the pool back but we will fix it no charge. We are set up to fix the pool 5/27 weather permitting. If we are not able to do it on the 27th due to weather we will do it as conditions will allow. 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Weve been waiting over a year for a solar cover. Paid $8,000 for this pool and wasnt given all the chemicals and now have water bugs. Pool is leaking. Called 3 days ago, and still no return call. They have 2 options. Fix my pool or come and tear it down and clean up my yard. Will never recommend this business to anyone.

  

  Business response

  05/16/2022

  ************** I have tried to call you at ************* and ************ and no one answered . I will send you an email as well. Please call me at ************ and I will be happy to take care of your pool issue. If I am not here please ask for *****. As far as your solor cover we still have not recieved them from the vendor. I will order one for you today on amazon and have it sent to your house. I am sorry for delay on that but we ordered them last May and we are still waiting for them to come in. 

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9 Months ago I bought a pool table from family Leisure. within a few weeks they delivered the pool table. The rails came in damaged and they said they would order new ones to replace it and it would take 30 days or less. It's been 9 months and I have called 12 times. They keep making excuses why they aren't in or why they are taking so long. The funny thing is when you buy something from them they get it to you fast. When you have an issue you are waiting forever. over 9 months....... ************ will not help you in a timely manner when it comes to issues. I need my rails in the next week or two, a $500 refund and I keep my damaged rails, or they pick up the entire table and refund my entire purchase amount. I have been more than patient and this company has drug their feet and does not care when it comes to resolving issues. They are sales focus and not service focused.

  

  Business response

  03/21/2022

   We are aware of Mr ******* Pool table issues. We have ordered new rails and felt for his pool table repair. We have been waiting on the felt to come in. The felt has been back ordered from Brunswick. we have sent him several emails keeping him informed off back order We spoke to Bruswick today and we should recieve the felt this week. We have not been dragging our feet in any ay. It has been a supply chain issue that is out of our contraol. Mr ******* has been able to use his table this whole time. The rails have a flaw in stain this does not effect the playablity. We will contact *************** this week to set a day and time for the repair.

*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. ↩