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Family Leisure

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Family Leisure Reviews (6)

• Jul 03, 2023

Knowledgeable, Professional, Quick and Efficient.
I have to confess; I am usually the one that only writes a review when I am mad about the service that was provided. Especially with the way customer service has declined since Covid. However, this season we had to have a pool reinstall by Family Leisure (Memphis) and I was extremely impressed with the entire process from the store Parts & Service Manager to the crew that came out and did the reinstall.
They did such a great job and were knowledgeable, professional, quick and efficient. Their employees worked hard to get the job done in a timely manner.
Thank you, Family Leisure, for this was a wonderful experience!

nothing but problemsthe wrong liner was sent with the installers and it would have been a several hour wait to get the correct liner so they just installed the incorrect one they didn't tighten fittings so we had water shooting out of pump and flooding the yard there were several other issues with the installation which caused leaks we've had the pool two months and today the pool is leaking from a tear in the liner that is along the edge of the pool customer service has been slow we have waited a couple hours and still have no answer as to when someone is coming to deal with this problem

Initial Business Response /* (1000, 5, 2015/06/30) */
Mr***, We are sorry your tub was delayed due to the date it was orderedWe thought that it would be on a quick ship and not delay the arrival dayWe were mistaken and truly sorry for the delay
The damage to the top of the spa was
concealed damage caused by the trucking company and we did not realize it was damaged until we delivered your spaAt that point we notified the manufacture and asked them what the fix would beThis process takes a little time and we had to wait for them to respond to usArtesian instructed us to buff out the scratchesThey carry the warranty and we need to follow their instructions to keep from voiding the warrantyWe relayed to you their instructions and you told us that would not work for youWe know you asked for $to keep the spa with the scratches, 20% of the value of the spa is more than we can offer for some scratches that can be buffed outWe do understand that you bought a new spa and want it to look that wayWe are more than happy to replace it with a new tub as well as give you any chemicals needed to get it up and runningPlease continue to use the spa that is at your home until we replace it with a new one
New spa has arrived and is scheduled to be delivered to you on July 1st

Attached

Initial Business Response /* (1000, 6, 2015/10/23) */
Family Leisure apologizes for the the long time for the service. We have been very busy with helping other customers. We did not put Mr Andrews off we were just booked for that week. Our technician did go out to Mr Andrews and did find that one...

of the screws were stripped. To our diagnoses the electrician had stripped the screw while trying to wire the tub. WE ordered the new circuit board and over nigh-tied the part at no charge. Put in circuit board in next day. Hot tub is now working.

nothing but problems. the wrong liner was sent with the installers and it would have been a several hour wait to get the correct liner so they just installed the incorrect one. they didn't tighten fittings so we had water shooting out of pump and flooding the yard. there were several other issues with the installation which caused leaks. we've had the pool two months and today the pool is leaking from a tear in the liner that is along the edge of the pool. customer service has been slow . we have waited a couple hours and still have no answer as to when someone is coming to deal with this problem.

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