Leisure Lifestyles of Columbus

Mr [redacted] bought a Jacuzzi Spa from us and has a year parts and labor warranty on that tub Our service tech went out twice in twice in mid July and First of august to find out where the problem was A part was ordered and was not received from the manufacturerWe unfortunately had the service coordinator resign that was handling this claim She did not have the proper documentation to move the claim forward Mr [redacted] sent a text about a week ago to our service tech and our new coordinator [redacted] had tried to reach Mr [redacted] to schedule our service tech to be able to go out and get some additional part numbers that Jacuzzi requires to provide us with the correct parts He left a message for Mr [redacted] but did not receive a return phone call as of yet If Mr [redacted] will call us back, we will make this a top priority and get his tub repaired by the manufacturer

As of Wednesday July 1st 2015, Mr [redacted] issues have been addressed and fixedThe same week that Mr***'s leak was found in his hot tub, was also the same week that our Service Coordinator abruptly quit our company Basically the issue Mr [redacted] had experienced was never entered in our system, thus we were unaware of next steps needing to be taken His service call for a leak was on 5/15/15, and on 5/17/our former Service Coordinator left Nothing was in our systems showing a follow up would be needed, so the new person who took over that position was unaware As soon as we received the complaint our Operations Director got involved and got to the bottom of the problem Once the part was ordered and overnighted from our manufacturer, Mr [redacted] was contacted and was given a detailed account of everything, and was also given our sincere apology As far as the problems of a panel door being kept off the tub, that was accurate but only because our technician was given the ok by the homeowner to keep it removed, but he himself thought he would be returning within a few days so it would not have been a problem The speaker harness was ordered correctly in March, but it was sent to Georgia Leisure by accident which is a spa retailer in North Georgia of a close name We were under the assumption that the part was still on backorder When we found this out, we contacted Mr [redacted] so he would get nothing but the truth from us We are completely sympathetic to his situation, because we ourselves would not want to spend money and be waiting extended amounts of time to correct the problemAs per our Operations Director's conversation with Mr***, we have told him that the Vice President of Dynasty Spas is aware of his issues with one of their tubs, and if problems are to persist then a further action from the manufacturer may be necessary At this time on July 2nd, Mr [redacted] has a fully functional hot tub, and we plan to keep it that wayThank you!

I am sorry for the inconvenience of Ms [redacted] , however, after investigating this issue an agreement was signed and a pool ordered The agreement clearly states that there is 25% fee for all cancelled agreements

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Customers cover has been replaced within the time frame I gave him before he issued the complaint

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]***g> Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meHowever, they stated I paid on the 23rd and that's not true I paid on the 15th which is a whole week and a day sooner than they statedIf they are not going to return any of my money for all of this inconvenience and aggravation,which I see isn't going to happenI work in a business that we can't work in the rain either which I explained to Mr [redacted] so I am aware that things can't be done in the rainHowever, at my place of business we call people and let them know their jobs wont be getting done and when they can expect them to start getting doneI do expect them to make sure my pool has no problems working, pump and all as they told me they would do when I paid for my linerI will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] The short response to the proposal of not installing the product is: NOPlease forget about any refund and COMPLETE the JOB that has already been paid for - including the delivery and installation of the product at the latest on early September or sooner (this installation date was estimated by the Leisure Styles operations manager: “after August 30th”) I already realized that obtaining expedited delivery, installation or service will not be feasible in this situationIn the original message an option was proposed to Leisure Styles as an acceptable responseThe proposal suggests that the Leisure Styles’ owner personally follows up, apologizes for the inconveniences and supervises the completion of the jobLeisure Styles is still welcomed and encouraged to pursue this option in an attempt to provide better customer serviceI look forward to being contacted by Leisure Styles to receive information on the actual installation date and timePlease provide early notification of the scheduled installation date since I will need to travel back to Columbus to oversee the jobI need to arrange my trip with plenty of timeThanks APPENDIX While I already accepted the inevitable 16+ weeks of wait time for the job to get done, I would like to provide some fact-driven data that could be used by Leisure Styles in the future to improve customer service by adopting the philosophy of ‘never, never, never calling a customer a falsifier (liar), particularly when there is not validated information to support statements’ such as: “He acknowledged this, but said he didn't receive as many calls as I said I gave him, which was false.” Using data provided by the Customer Service team of one of the largest and most reliable telecommunications companies in the US, the customer gathered all his July-August cellphone records involving incoming and outgoing calls from and to the Leisure Styles’ store number (706-322-2411)As it can be seen in the call log below, the “many” calls turned out to be only calls from leisure styles to the customerAfter the first two calls in the log, the customer called times on 07/29/16, 08/02/and 08/06/before the company attempted to call back only until 08/09/If the data provided below is more-than-likely to be understood as “many” attempts from Leisure Styles to contact the customer, then the customer accepts the “falsifier” descriptor that the leisure styles’ operations manager has kindly given to him Store hours posted at: http://leisurelifestyles.com/: Monday-Friday: 10:00am - 7:00pmSaturday: 9:00am-6:00pmSunday: 12:00pm - 5:00pm Usage Contact Date Time Duration Charges (Leisure Styles) Outgoing Call 706-322- 7/28/ 12:18:PM CDT 2min 13sec $Incoming Call 706-322- 7/29/ 09:58:AM CDT 0min 0sec $Outgoing Call 706-322- 7/29/ 11:07:AM CDT 2min 20sec $Notes: Called back to follow up – Service Department “out of the office”; representative could not help with the request; he could only take a messageNo Call back after–closed at 11:AM? Outgoing Call 706-322- 8/2/ 03:10:PM CDT 2min 55sec $Notes: Called back to follow up – Service Department “out of the office”; representative could not help with the request; he could only take a messageNo Call back after–closed at 03:PM? Outgoing Call 706-322- 8/6/ 03:07:PM CDT 2min 59sec $ Notes: closed at 03:PM? Incoming Call 706-322- 8/9/ 08:43:AM CDT 0min 0sec $Notes: Got a call back! - Unfortunately I was in the middle of important meeting giving top priority to customer needsOutgoing Call 706-322- 8/17/ 02:29:PM CDT 0min 43sec $ Notes: Called back to follow upNo body at the phoneWere they closed at 2:PM? Outgoing Call 706-322- 8/17/ 02:30:PM CDT 0min 42sec $ Notes: Insisted - No body at the phoneWere they closed at 2:PM? Outgoing Call 706-322- 8/17/ 02:33:PM CDT 17min 6sec $Notes: InsistedSomebody picked up! Requested talking to general managerIssue not resolved or expeditedWould it have been better that the representative picked up the phone and just had taken another message? Company Hung phone up on the customerOutgoing Call 706-322- 8/17/ 02:50:PM CDT 1min 11sec $Notes: Finding it incredible, customer called back somewhat confused by the hung up phone action...! Gave up on phone calls and filed Revdex.com reportSummary: Total Outgoing Calls (made by customer) after order was placed on May, = Total Incoming Calls (made by Leisure Styles) after order was placed on May, = Using a baseball game analogy, the customer wins to runs on attempts to call the other party Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved I have also responded to the other compliant filed with "accept" Thank you [redacted] Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards, [redacted] ***

I understand Ms [redacted] 's concern Unfortunately we are having a problem getting the panels from the manufacturer We are working on getting them from another company and our service department will be following up with Ms [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This company took my hot tub and sold it for me on consignment and refused to pay me a dimeI am now going to take them to court to re-coupe my moneyLuckily I have all the documentationIts sad that customers have to go to this lengthShop somewhere elseDo not trust anything they tell youIt's all lies

Hot Tub Service
I own a Laz-y-Boy hot tub purchased from Leisure Lifestyles of Columbus in April, I have made them aware of two separate repair issues since April,
1st Issue
in April, I found a small shaft and washer in the bottom of my tubIt had obviously fallen out of a small jet in the tubI called about what I needed to doAfter two additional calls from me over a period of a week I was informed that was not a real issue and the parts did not need to be replacedThe next week another shaft and washer were in the bottom of my tubThis time I visited the store and was told I should probably check the internet for a solutionNo additional help was offeredUnfortunately, I did not pursue the issue further
2nd Issue
In early July my tub began to leak waterIt would fully empty itselfI called for service immediately and made a service appointment for July Matt came on Tuesday, July 26, inspected my tub and told my wife that they would have to order a part and someone from the store would call us before the end of the weekI waited until the following Monday, August 1, to call the storeI was told someone would call me back right awayI waited another week and called again on August Was told again someone would call me right awayCalled again on August and was again told someone would get back to meI called on August and was finally able to talk to Jason, the operations personHe said he would check on the part and call me backOver the next couple of weeks I left four additional messages for Jason and four messages for Ron, the owner without a return call from anyoneI finally acquired Ron's cell phone number and was finally able to speak with himHe said he would look into the situation"You must have fallen through the cracks" he told meOn September 5, Matt came again to repair the tubHe left me a note stating he had applied sealer and would return on September to complete the jobHe did notHe returned on September leaving me another note saying he applied more sealer and it would take another hours to set-upLate on September he had not returned, the sides of my tub were still laying in the floor, insulation from the tub was scattered on the floor which is the way it had been since July I texted Ron and Matt asking that they finally complete the job and clean up my porchMatt asked me to stop bothering him and told me to fill the tub, he would be out the next weekI attempted to fill the tub and the water leaked out as fast as I put it inRight back where we were in JulyMatt did come on Monday, found "another" leak, repaired it, and the tub does seems to now be fineWhen I asked Ron and Matt what part had been replaced I was told vaguely that the tub had been repaired, meaning there was no part replacedJust a lot of sealer appliedI guess I had fallen through the cracksAfter nine weeks of repeated phone calls and frustration my tub seems to be working properlyThrough this process no one made a concerted effort to take care of my problemI was repeatedly ignored and even misledI was told to take my problem to the internet on one occasionNine weeks it took, if you count the two weeks from the time I called until Matt came to inspect the tubThere does not seem to be a culture of caring service at Leisure Lifestyles

We have been to Mr***'s house different times to help him with a pool that is over years old. We have explained to him that the track system holding the liner in place needs to be replaced and it s no fault to our labor or liner. At this point he needs to invest in replacing the
track system or his pool

We spoke to this customer on several occasion and even tried to refund her the amount as stated in the contract. She refused any refund and then sent the complaint. Since that time, she has been working with the original salesman and the owner to get an above ground pool installed.
We agreed to work with her on the installation of the pool, however, we stated she had to pay for the pool in full. *** *** is meeting with her this week to finalize this sale

Mr ***s tub has a year parts and labor Warranty with the manufacturer. We service the warrantyOn 5/26/Parts were brought out to the customers house to correct his Jet issuesThose parts were not the correct parts and new parts were re-ordered.
We tried on
additional occasions to reach Mr*** to set an appointment to come back out to fix the issues with the correct parts but got no response. We are still very willing to fix the tub that Mr*** bought but we need to have a time and notify the customer as to the fact that we will be on his property and make sure the time to service the tub is appropriate for him.There was a delay in getting the replacement part as the manufacturer sent us the wrong parts a second timeWe are willing to come to a agreed upon resolution to the problem with Mr*** but we do need to hear from him is order to do soAt the time that Mr*** was to meet with ***, Our service department was at our warehouse. Since that time, we have moved it back to the retail store n order to be available for face to face meetings with customers
Service is reachable by calling 706-322-and selecting option 2. We hope to move forward and take care of Mr***s spa going forward

After months of run around and "pool will be on next truck" I called the manufacturer to be told there were no orders from LL and won't take any due to repeated non payment*** tried to lie his way out of this stating he had just bought the company and it was due to previous ownerAt one point even told us that the pool was on its way and would be placed in a warehouse until installationLater claimed didn't say because there is no warehouse"Permit has been filed and city is holding", called city no permit submittedHowever, in end we find out that he was already in the "process" of buying company before our first meetingNow almost 'and no pool and promised to return money in payments so he "can continue to pay employees"Received one tiny payment after more run around- mailed empty envelope, forgot to sign check before left townNow he won't return callsConstantly claims to be at trade showsBe leery of his referencesYou'll notice they all had "concerns/problems" due to situations beyond anyone's control (funds, weather, lot grade) and he always "made it right"You will also notice a lot star reviewers On different pages seem to be fake profilesSeveral more are employees or have the same last name as employees or are from ***'s home stateI have text proof of all the above Sorry for lengthy review, but you need to know

We have spoken to Ms*** and discussed the situation with her. In order to get on our schedule at this busy time of the year we have the customer pay for the service and any items they may order. In Ms***' case she was having a liner installed which was paid for on the
23rd of April and that put her 19th on the list to built at the time. To be fair to all customers, we handle installations on a first come, first served basis. In dealing with pool liners, it is important to have dry weather in order to not have a problem with the walls collapsing. All work from the week of the 23rd had to be moved forward due to wet weather and yard conditions. This should have been communicated to the customer in a clearer and better manner than how it actually was handled. We do not condone rude or unpleasant exchanges from our service people to any of our customers. That situation will be handled with the employee listed in the complaint.In terms of resolution, we had a customer that had to delay the install of their liner and we were able to slot Ms*** for May 11th to get her taken care of quicker. This will resolve the issue and Ms*** has our General Managers phone number should she have any further issues to discuss. He is available hours a day

we have worked out a solution to this and the spa is being picked up on 2/20/