Backyard Leisure, LLC (Headquarters)

When Backyard Leisure installed our pool, they damaged our property in the process.I have notified them multiple times about this with no resolution.As a result of our product being installed , our property was damaged. Backyard Leisure has been notified multiple times. They haven't fixed the damage and as a result someone was injured. They were notified of the injury and promised to have it fixed by the end of the week. It's been 3 weeks since they were notified of the injury and no one has been to our house to fix the damage. Our pool was installed on April 7, 2014 and ever since then I have called them about once every 2 weeks to remind them that they needed to come out and fix the yard and as of today, June 13, 2014 they still have not resolved this issue.Desired SettlementI feel that the company should either come and fix the damaged area as I was told it would be (grading the damaged land, spreading of grass seed and fertilizer over damaged land) or I should receive a partial refund on what was paid for the installation since that is when this incident occurred. I feel a 25% refund on the installation would be appropriate since this has delayed progress on other building plans in the damaged area that were set up.Business Response /[redacted]/Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@gmail.comIt was very wet when we graded and built the pool. It continued to rain during the following weeks which made it impossible to fix the yard. That being said, everything Mr. [redacted] has stated is correct. We have completely dropped the ball. This should've been taken care of weeks ago. I will be sending someone to Mr. [redacted]'s house today to grade the yard out and someone will follow by the end of the week to spread seed, straw and fertilizer. I want to apologize that this was not handled in a appropriate time frame. Consumer Response /[redacted]/Backyard Leisure came out to my house and resolved the issue. They repaired the damaged area in the yard.

I love my hot tub! Had it almost a year. Backyard Leisure has the best customer service that I've seen in a long time! I will continue to recommend them and continue to use them myself! The are delightful to work with!!

Backyard Leisure is in breach of contract by not providing us what is stated in contract and not allowing us arbitration to work out our differences.9/19/15 $1000 deposit to Backyard Leisure to survey our yard for an inground pool. 10/2 [redacted] emailed me with itemization of pool package with pricing. Start construction early 1/16 with favorable weather. Made deposit $5000 10/28/15 agreeing to start in 1/16; signed contract. [redacted] stated construction would take about 30 days with good weather. Went to store 1/4/16 made deposit $8725.30. Continued to be told delays. Spoke with [redacted] 1/28; he said we were pushed out to Mar. They didn't start until 3/28. We questioned workers; they said they didn't work on inground pools in Jan or Feb; they had been installing hot tubs. Workers installed the shell. They cut waterline and we were without water until line was repaired. When they dug up ground for pool they damaged our drainage piping. When they repaired it they didn't put it back in ground. Piping is still above ground. Supervisor asked my husband on 3/31 to pay $8458.20. We called [redacted]; told him we would need to order our money. It would take a week. Workers continued with shell and put in liner. Day they were supposed to put water in pool they walked off job. Money came in mail that day but workers would not return for another week. So, 4/11 we made $8458.20 payment. They returned on 4/19 we made another payment of $8458.20. Workers started concrete around pool. During May, I emailed [redacted] about workmanship and problems we're having with mess workers were leaving in our yard. Concrete all over yard and in pool, nails and screws in yard. We were having to go behind them and tell them to fix something. I sent [redacted] email with checklist of everything that was problem and how we wanted things to be fixed. We spent hours getting concrete/rocks/Styrofoam/nails out of pool and yard because workers would leave for days and not clean up behind themselves. I sent emails to [redacted] that if they did not clean up mess and we had to clean it up I was going start charge him. They got concrete on our driveway. Supervisor powerwashed driveway but he took some of our driveway with it; now is discolored. When pump was installed we were having problems with it. Read contract and found out we only got a 1-speed pump; we were supposed to get 2-speed pump. We sent email 5/31 said if someone does not come fix pump we want it replaced. We contracted for 6 ribbon waterfalls and workers installed 4. [redacted] said he would give $400 credit if they didn't have to install other 2. Contract states 2 skimmers; we only got 1. We were told they would begin retaining wall construction latter part of May; did not start until June and finished June 11 leaving rocks in the yard. Wall is darker on one side than the other side. There are also areas in wall that rocks need more mortar. Supervisor said after wall was completed he would come back and smooth out side walk cement that met up with wall. Not done. We asked [redacted] per contract to have arbitration to work out our differences. Made this request 6 times. Last time in office we were told the owner, [redacted], had discretion for arbitration and chose not to allow us to have it for our problems. Through all our frustrations we have had appointments broken, workers showing up when not expected, damage done to our property and yard, pool not completed as promised, 2 missing ribbon waterfalls, 1 missing skimmer, wrong pump installed and not working properly, exposed draining piping not buried, and delays causing problems with our other contractors. We have balance of $1291.70. We feel with all that still needs to be done we do not want them back in our yard nor do we want concrete patio disturbed. We don't want jets or skimmer installed in concrete. We do want 2-speed pump per contract and we feel we don't owe balance because of all that hasn't been completed and damage done. For a 30 day project, it took over 85+ days and we still are not satisfied. We will be happy to provide photos of all damages noted above. Desired SettlementReplace the 1-speed pump with the 2-speed pump that was stated in the contract.Provide us in writing all warranties on the pool, pump, and liner Due to breach of contract and not allowing us arbitration we feel we do not owe balance to Backyard Leisure because they did not deliver what was stated in the contract and we have damages.Business Response The customer is correct in the statement that we are in breach of contract. It has happened 3 times at this point. The 1st two was when the customer did not pay the money at the scheduled payment as agreed to in the contract. We actually worked beyond the point that the payments were due and because we did not get the payments in a timely manner we had to pull of of the jobsite and arrange work at another consumers home. That actually cost our company a substantial amount of money (that I/m sure they would not not be willing pay). We have a payment schedule that the customer agreed to and did not follow. We are in breach of contract now because we did our final pool start up and were receive our final payment on that day but, as before did not and still have not received it from the customer. Like with most any company of any kind, when the company (Backyard Leisure) is past due or owed money we will not continue to do work of any kind. This is a normal practice by virtually any business type I can think of. This is even more significant when this is the 3rd time we have had an issue with the customer keeping up with the payment terms of their contract.At this point we have 3 claimed issues with the customer's pool that has not been addressed; 1. The customer does have an issue with their pool pump. 2. They have stated that there is some areas on their wall that needs some additional cosmetic mortar installed. 3. Which we disagree with due to the nature of cultured stone that is made to have a wide variation of colors is that the customer believes the color variations in the wall blocks are too significant. They picked this stone. We have handled in some form or fashion all other issues with this customer. The issues mentioned above were brought to our attention after the last payment on the pool was due. We have agreed to replace the pump and agreed to fix the wall mortar when we have received our final payment. No work will be done for any reason until we have this payment. This customer has missed 3 of the 4 payments due during the entire pool process. Even though it is clearly stated when the payments are do in the contract that the customer has signed. Our decision on this matter with the customer will not change or vary in anyway. If you have any questions or concerns beyond what is stated in these 2 correspondence please feel free to give us a call.Consumer Response This is not true. The field supervisor said it would take two weeks to do the first phase of the job so we thought we had time to order our money but he was asking for the money several days into the project. [redacted] knows we have to order our money from our pension plan that takes 7-10 days. All other payments have been on time. The final payment has not been made because we do not feel that start up has been accomplished. My husband and I actually had to clean the pool, and [redacted] promised us that our pool would be ready to swim in when they finished and it was not...still had rock, cement and debris in it after the wall was installed. And, we still do not have all that we paid for.Final Business Response We will do the following Like they are asking once we have received the payment owed to us:Replace the 1-speed pump with the 2-speed pump that was stated in the contract.Provide us in writing all warranties on the pool, pump, and liner The only reason we are in any sort of breach of contract is because we did not receive payment when it was due as is stated in the contract. This has been a problem with every payment except for the 1st that was due prior to starting the job in any way. We are not trying to be unreasonable and have consistently made it known that we are trying and willing to get the customer taking care of. This will only happen once the payment has been made.

Refund requested for poor and shoddy workmanship, goods paid for but not delivered, and damage to personal property by BYL employees Backyard Leisure was supposed to install an inground pool between April 12 and April 20. During the pool installation, 1. Dirt was placed approximately 20 feet high against my fence causing 3 fence panels to dislodge, as well as 2 posts to loosen. A fence company will need to come out to properly repair this damage. 2. No backwash plumbing was installed. Another pool company installed this plumbing at my expense. 3. The filter installed is not the appropriate size for the pool (too small). I cannot vaccuum the bottom of the pool properly because the filter must be backwashed at least twice during the cleaning. To compare, the filter on my previous above ground pool was three times larger than the one installed by BYL.4. Excessive mud left on pool bottom (which was dropped into pool during backfilling by [redacted] and owner's brother). Another pool company has had to vaccuum the excessive mud out of pool manually. Again, this was at my expense. 5. No concrete was installed. I paid $3000 for it. 6. No waterfall was installed. I paid $2500 for it. 7. Backyard Leisure damaged wedding cake stairs from my previous pool. These stairs were to be used on one end of new pool. The plastic appears to have been damaged by a shovel during backfill. I have pictures. I spoke with BYL employee [redacted] about the damage. No restitution has been made for this damage.8. 8 plywood panels have been laying in the side of my yard since mid April (and are still laying there today). Panels will need to be removed. That area will need to be re-seeded. 9. Backyard Leisure's website states they will obtain necessary permits, which is what I was told in the store by employee [redacted] at time of I signed contract. This was not the case. 10.Backyard Leisure's website also states "getting an inground pool installed by BYL could not be easier. They offer "turnkey installation handling ALL aspects of pool installation." This was not the case for my pool installation. 11. Due to BYL NOT obtaining proper permit by city in April, I am not on a waiting list for inspection. No further work can be done on pool until this inspection. 12. The bottom of the pool is rough and bumpy. Additionally, one end of pool floor is higher than the other. The pool bottom was not properly graded. This would be a significant cost now, and should have been done prior to installation of liner.13. There are two gaps in the top metal coping on either side of installed stairs. 14. The water does not circulate properly around the entire free form shaped pool because only one jet was installed. To compare, my previous (smaller sized) above ground pool had one jet, but it was a circle shape, so water circulated properly.Desired SettlementBackyard Leisure had many opportunities over 3 months to properly complete pool installation and they did not. 1. Fencing company will properly repair damage made by your employee. BYL will pay for repair. ($825) 2-4 BYL had multiple opportunities to install backwash lines, proper filter, and clean up mess left. BYL will refund me the cost to other pool company, who DID complete the job properly. ($1450)5-6. BYL will refund $5500 for services paid for but not received.7. BYL will pay for replacement cost ($550) for wedding cake pool stairs damaged by employee8. BYL will pay for removal of plywood panels from my yard and reseeding of yard ($190)9-11 Written apology for poor, shoddy installation. 12-15 BYL will pay for expense of repairing gaps, proper grading of pool bottom, and cost of installation of additional jets for water to properly circulate in the pool BYL installed. ($5950)Business Response I am writing in reference to the complaint filed against Backyard Leisure by [redacted]. Everything she mentioned is something that would have been completed, but she terminated the contract and banned us from the property on May 24th. The weather during her installation was very rainy. We have attached a few pictures so you can see the install site during our efforts to complete the swimming pool. The delays in completing her project in a timely manner were unavoidable due to the weather. We have reached out to Mrs. [redacted] to get her back on the schedule and complete the work, or as an alternative we offered a settlement of $3,296.69 (the difference between the uncompleted work and the labor already done on said items, -$953.31 she still owed us on her invoice). We know she received our first email because she responded to it with a reply that there wasn't an attachment. We resent the email with the attachment and she never responded. We sent the attachment on June the 23rd and then a follow up email on June the 29th to see if she had received it this time, and still no response. In regards to the permitting of the pool, she purchased a [redacted] Hybrid Swimming Pool and not a traditional in-ground pool (which we do pull permits for as part of a turn-key operation). The [redacted] series pool can be done as either an above-ground or in-ground pool, therefore we do not offer permitting and it only says we handle permitting on the "In-Ground Swimming Pool" portion of our website, not the Hybrid pool section. They are very different pools (hybrids are all insulated, only 52" tall and require many choices of components, whereas regular in-ground pools are all a standard package except for the size/shape). Our installation contract clearly states that permits for the [redacted] Pools are handled by the customer and not by Backyard Leisure. Consumer Response To Revdex.com,As of 7/9/2016, I have agreed to the following with Backyard Leisure (see below). For Revdex.com records, I also contacted the manufacturer, [redacted] who make a different recommendation regarding the water inlets. (see their email below) They recommend two water inlets (jets) be installed for the size pool I purchased, compared to the one jet installed by Backyard Leisure. Thank you to the Revdex.com for your help._________________________________Sent 7/9/2016:[redacted],I want to be done with your company, so I will accept the terms you mention. You should consider yourself lucky that legal action will not be sought against yourself or Backyard Leisure.I hope that you and Backyard Leisure understand it is ludicrous that you can take $26,000 from me and do such a poor job that REQUIRED multiple repairs and additional service just to get the pool in working order.......with no explanation or apology for your poor service (other than blaming me).Additionally, [redacted] recommends TWO water inlets(jets) for proper water circulation for the size pool you sold me. I've attached their response so you will have a record of it, and at least future buyers will be aware that the company who makes the actual pool does have recommendations, but whether they are followed at installation (or not) is a totally different thing. It would have taken SO LITTLE to do the job that you were paid for correctly the FIRST time. ¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬...⇄ Backyard Leisure:To [redacted],In reference to our most recent phone conversation on June/16/2016 where we agreed to the following terms:A written check in the amount of $3,346.69 written to you will relieve Backyard Leisure of any further obligations to work on the project. Any further work to the pool, installation, the fence, the filter, wedding cake stairs, the yard, or anything else related to said items will not be done by Backyard Leisure and any costs incurred are at your expense. It will settle debts owed to both parties and will be paid on condition of no further complaints or reviews but an amicable end to the pool contract.Thank you,Backyard Leisure - Raleigh________________________________________ Info [redacted] Pools) [redacted] Jun 17 Hello [redacted],Thank you for your interest in [redacted] Owning a [redacted] Pool is a smart investment that will bring you a lifetime of enjoyment. When installing a 16 x 27 Metric Freeform Pool, for optimal circulation, we do recommend to install 2 inlets. If I can be of further assistance to you please don't hesitate to contact me.Kind Regards,[redacted] XXXXX[redacted]