Leisure Lifestyles of Columbus

We spoke to Mr*** and set an appointment for 10/to service his tub and get correct part numbers. We also found out that we had a wrong contact number. We gave Mr*** our cell number to avoid any future contact problems

I understand ***'s concern, however, I am surprised this has been submitted to your office today. I have been working with *** and I spoke to her yesterday - 5/26/- and she has a tub being delivered to her house on Wednesday of next week. We are also giving her a $gift
certificate. Please let me know if you have any other questions. Thank you

Absolutely the worst experiencePurchasing your first hottub should have been an enjoyable and memorable experience, not with these guysWe were lied to by the salesman and the ownerWe were told that we would receive a new cover for the hottub within one week of purchaseNot true, two months later and still haven't received the coverPerhaps it is due to non-payment by LL to suppliers as described in the previous reviewService after the sale is not something these guys practice or believe inThey just continue to lie or divert blameSuggest that you find an alternate source for your pool or hottub.and stay clear of this business and it's owner

The owner has tried to reach Mr. Brown several times.  This customer has an inground pool that has a lot of age to it.  In the replacement of his cover, we discovered that his inside track system is worn and will not hold anymore.  This was discovered after installation and the continuing issue of the liner coming out.  We tried to use a product called "liner lock" at no extra cost to the customer, and his track system is so far worn it will not hold.
 
Originally we went above and beyond for this customer on a new concrete bottom because the pool was in very poor shape after we removed his old liner.  We charge customers extra if we have to replace their bottom, and he originally fought us on that.  We never worked on his pool before, so we were not the ones who left it in the shape that we did.  After speaking with him our owner decided to do the bottom as cost and eat the profit and labor to help him out.  As a small business we can only do so much, and inground liner replacement customers are fully aware that if their pool has problems other than the liner replacement that we are not liable for existing issues.  
 
In closing, this pool needs to have a new track system installed, which would mean the customer would have to tear the deck out and replace.  Their is nothing wrong with the liner that we specially ordered for him, only the issue that is pre-existing that we can not control.

This has been resolved.  The customer reversed the charges on the credit card so they have received their funds back on this liner.

[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]

we have worked out a solution to this and the spa is being picked up on 2/20/15

As of Wednesday July 1st 2015, Mr. [redacted] issues have been addressed and fixed.
The same week that Mr. [redacted]'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 5/17/15 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 problem.
As per our Operations Director's conversation with Mr. [redacted], 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 way.
Thank you!

[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]

Mr. [redacted] bought a Jacuzzi Spa from us and has a 5 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 manufacturer.. We 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.

I personally spoke with Mr. [redacted] on 8/17.  He originally called at the end of July trying to inquire about his cover, and what the status was.  After I was able to reach out to our vendor to see why it was still taking so long, I attempted to reach him back several times....

 The number provided by Mr. [redacted] does not have a voice mail set up.  He would call back when the service department was closed, and someone from the store would leave me a message about his call.  Upon my return I would try and reach him, and this went on several times without contact between both parties.  On 8/17 he called in and I was in the warehouse to take his call.  As soon as he found out who I was (Operations Director) he began to start getting upset and telling me all of his frustrations with our company and so on.  At the beginning of the call I attempted several times to ask him his name, so that I knew who I was speaking with and to look up what the customer was upset about.  After repeated attempts to get this information, I had to basically try and interrupt him for it, which he then became irate and kept instituting that I was disrespecting him.  After trying to explain why I need his name many times he finally said "I'm so mad, I'm going to calm myself down" which is when I finally got a second to try and explain what was going on to him.  I stressed several times that I've tried to call him and tell him what was going on but he doesn't have a voice mail set up, and I have no alternate phone number.  He acknowledged this, but said he didn't receive as many calls as I said I gave him, which was false. 
The explanation to his cover situation was very simple.  He has an older hot tub, that the cover itself has been on backorder.  He has been waiting a long time, I do not disagree with that.  When a cover is backordered from our manufacturer they do not alert us with updates, until it is actually off backorder.  Our covers for hot tubs come from Vista, CA.  They have to come freight, because of their size.  His cover came off backorder about four weeks ago, but has not shipped yet until a full cover order or hot tub truck was coming to our company.  We finally had enough orders processed for a full truck, so as of two weeks ago the covers were confirmed to be shipping out the week of August 22nd.  I scanned and emailed this over last night to Mr. [redacted] to show him the ship date that the company provided for us.  He continued asking for an install date, as I explained several times on the phone I can not do that until I actually have a tracking number, and know when the covers will be here.  I can not predict a day.  He could not comprehend this after I explained this several times over.  I can not get the customer a false day for installation.  He was provided with the best information that I could give him which is as follows.  "Sir, as soon as I get the tracking number I will email you that info, because it will give me an ETA.  Once I have that ETA, I will have you scheduled for installation of the cover, and that will be as soon as we can get out to you, I know that you've been waiting for this".  He continued on the phone discussing the sale of his home, and why he is not waiting on this cover and wanting me to understand, which I stated several times that I did.  After about the sixth time of questioning what I am going to do and if we are actually going to do our job I abruptly ended the conversation and told him I would update him and to have a good day.  When I hung up the phone, he called back immediately and told me that I was being rude and disrespecting him.  I simply told the customer that he was doing that to me by not allowing me to continue to do my job and not listening to what I was telling him.  He was requesting services for us to do on the installation that we simply do not provide.  Our technician will call him on the way as we do for every customer, install the new cover, and dispose of the old cover.  I can not provide the customer with a phantom or made up delivery date until I have an actual tracking number.
 
It is not my position to question a customer on when/why/how they sell there home.  When the customer blames our company for not being able to sale his home on the fact that he is waiting on a new hot tub cover is simply false.  I even asked if he had the home listed, and he said he did not and that was none of my business.  The reason I asked was that we can/could have provided him with a certified letter to let potential buyers know that he has a cover on order so there was piece of mind. The house is not even listed at this time, so Leisure Lifestyles is not preventing him or allowing him to lose money.
 
Our service department should have notified the customer of the backordered status.  This is something we have discussed recently integrating into our policies and procedures.  In the past, we just notify customers upon the shipping of their item.  We are going to make this customer getting their installation done as a priority simply because it's the best business action because he has been waiting so long.  There will not be a refund of the cover as it is a special ordered item, and all special order items are non refundable.  As far as the installation cost, that was paid for by the customer for installation of the new cover.  While the backordered item is an inconvenience, it was not done to the customer out of spite nor choice.  We will gladly refund the customer for installation since it has not been done yet, but we would not be providing the installation at no cost afterwards.  The customer would be free to pick their cover up, and install themselves.

On 6/27/15, we replaced the entire system on the swimming pool.  There was a manufacturer issue with the salt system that occurred after install, and our technician had been out there several times to troubleshoot, and it was always within a few days of the customer calling us back.  We...

put in the system on 5/1, and were notified towards the end of May that they were experiencing an issue.  We went back on 5/29 and corrected the problem to our knowledge.  Two weeks later we were notified of a "no flow" fault on the cell and came out the following day on 6/12.  During that visit we attempted troubleshooting over the phone with the manufacturer.  It was at the end of the day, and there offices were closed and it was on a Friday.  The following week there was back and forth between us and the manufacturer on what needed to be done to repair the unit.  When it came time to put them back on the schedule to go out and attempt a fix, our owner decided to take the call himself and just replace the entire unit.  When he called the customer to notify, they were very rude over the phone.  He then attempted to call them back several times to explain what he had done, and to no avail they did not answer.   
We understand as a company that they were frustrated with the system having an issue.  When we sell the product, we are the warranty center only after that.  We are at the mercy of the manufacturer if we have to wait on parts or service work.  We do our absolute best to tackle issues early and often as we did here.  When we left on 6/27 from replacing the unit, we have been under the understanding that everything is working fine.  Nothing else has been mentioned or reported to us until this complaint came over.  While we apologize on behalf of the manufacturer for the issue, we tried our absolute best to be accommodating and prompt with any service that was to be done.  As of 7/14/15, we are still under the assumption that everything is working correctly with this system.

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: NO.
Please 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 situation.
In the original message an option was proposed to Leisure Styles as an acceptable response. The proposal suggests that the Leisure Styles’ owner personally follows up, apologizes for the inconveniences and supervises the completion of the job. Leisure Styles is still welcomed and encouraged to pursue this option in an attempt to provide better customer service.
I look forward to being contacted by Leisure Styles to receive information on the actual installation date and time. Please provide early notification of the scheduled installation date since I will need to travel back to Columbus to oversee the job. I need to arrange my trip with plenty of time.
Thanks
 
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 2 calls from leisure styles to the customer. After the first two calls in the log, the customer called 3 times on 07/29/16, 08/02/16 and 08/06/16 before the company attempted to call back only until 08/09/16. 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   706-322-2411    7/28/2016         12:18:01 PM CDT         2min 13sec       $0.00
Incoming Call   706-322-2411    7/29/2016         09:58:30 AM CDT        0min 0sec        $0.00
Outgoing Call   706-322-2411    7/29/2016         11:07:55 AM CDT       2min 20sec      $0.00
Notes: Called back to follow up – Service Department “out of the office”; representative could not help with the request; he could only take a message.
No Call back after. –closed at 11:07 AM?
Outgoing Call   706-322-2411    8/2/2016          03:10:39 PM CDT         2min 55sec       $0.00
Notes: Called back to follow up – Service Department “out of the office”; representative could not help with the request; he could only take a message.
No Call back after. –closed at 03:10 PM?
Outgoing Call   706-322-2411    8/6/2016          03:07:58 PM CDT         2min 59sec       $0.00
              Notes: closed at 03:07 PM?
Incoming Call   706-322-2411    8/9/2016          08:43:08 AM CDT        0min 0sec         $0.00
Notes: Got a call back!  - Unfortunately I was in the middle of important meeting giving top priority to customer needs.
Outgoing Call   706-322-2411    8/17/2016        02:29:11 PM CDT         0min 43sec      $0.00
            Notes: Called back to follow up. No body at the phone. Were they closed at 2:29 PM?
Outgoing Call   706-322-2411    8/17/2016         02:30:03 PM CDT         0min 42sec       $0.00
              Notes: Insisted - No body at the phone. Were they closed at 2:30 PM?
Outgoing Call   706-322-2411    8/17/2016         02:33:12 PM CDT         17min 6sec       $0.00
Notes: Insisted. Somebody picked up! Requested talking to general manager. Issue not resolved or expedited. Would it have been better that the representative picked up the phone and just had taken another message?
Company Hung phone up on the customer.
Outgoing Call   706-322-2411    8/17/2016         02:50:30 PM CDT        1min 11sec       $0.00
Notes: Finding it incredible, customer called back somewhat confused by the hung up phone action...! Gave up on phone calls and filed Revdex.com report.
Summary:
Total Outgoing Calls (made by customer) after order was placed on May, 2016 =   8
Total Incoming Calls (made by Leisure Styles) after order was placed on May, 2016 =   2
Using a baseball game analogy, the customer wins 8 to 2 runs on attempts to call the other party.
Regards,
[redacted]

We are having an issue with getting felt, however, on 5/26 we contacted a different vendor to order the felt for this table.   Our service department will be contacting Mr. [redacted] this week to discuss the timeline for felt arriving and delivery of the pool table.

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.

Mrs. [redacted] was delivered a New HOT Spot Sx that was ordered for her.  The Tub had a Leak and the Manufacturer decided, after dicussion with us, to replace the tub which is at their discretion.  This was done to accommodate the customer.  Once a spa is delivered it is under...

Factory Warranty and per that agreement Watkins Mfg is responsible for the warranty.  After the second tub was delivered to Mrs [redacted], It worked fine for approximately  three weeks.
Then a part that controls the 2 speed motor stopped performing correctly.  A service tech went out and diagnosed the problem.  We had the part aired in from the manufacturer at additional cost.  In less than one day, we received the part and called to schedule the 15 minute repair for two days from today.  The customer had her son call and he left a profane recorded message telling us not to come to his property. We have the part and are able to handle the service call promptly but are not being allowed to do so.  The customer has said that she wants a refund so she can buy a tub from another dealer.. Once a Delivery occurs and the customer accepts the tub, they accept the manufacturers warranty for that merchandise.. It is now under warranty and we are following the manufacturers warranty agreement we are under to service the tub.
We have gone above and beyond to make sure this customer got prompt and courteous service on her tub. The control in question has a two year parts and labor warranty as is stated on the dealer contract she signed covered by the manufacturer.
In this regard, we feel we have done more than what would normally be done by any dealer and we will continue to service the tub any way we can as long as the customer permits it.
Appliances Can and sometimes do have an issue.  That is why the warranty is set in place by the manufacturer to assure use of the product.  We do not offer a warranty rather we service the manufacturers warranty for all of our customers.

[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.][redacted]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 me. However, 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 stated. If they are not going to return any of my money for all of this inconvenience and aggravation,which I see isn't going to happen. I 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
rain. However, 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 done. I 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 liner. 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].

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

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.]I like a full refund of my money I paid for a job that was not done.....
Regards,
[redacted]