Leisure Pool & Spa

Review: We had inquired over the phone to receive an estimate from this company to fix our hot tub, a date was decided that they would come out but no time was made. We never received a follow up phone call and was never given an amount that would be charged as we were only wanting a free estimate. That morning we were out for a little while coming home we found an employee on our property filling up the hot tub. He basically said it was a complex problem and he couldn't give an accurate quote, mainly because their is a gazebo surrounding it. then he proceeded to give us a bill. We were never informed of a charge and didn't even know he was on our property until after the fact. We did not sign his invoice and explained to him that he should have contacted us first and made us aware of any charges that would be made, especially due to the fact that nothing was even done. This company wants to charge 100 to come out and tell us what we already knew.Desired Settlement: Leisure Pool and Spa has now put this charge through collections, we disputed it and they are still pursuing it. We would like the account closed and out of collections, they are asking for 18% interest be charged so the amount is only going up.

Business

Response:

All customers are informed that there is an 1 hour minimum on the job. When we show to diagnose a problem we are using or expertise and knowledge to solve the issue. After we have figured out what the problem is we give the customer the option to fix the problem with a quote of approximate costs for replacement or repair. If the customer dose not wish to proceed with the call, the one hour minimum still applies. If we peformed the work while [redacted] wasn't home, that would be one thing, but we diagnosed the problem while he was home and have him a price to repair or replace the problem which he decided to not have us do. Regardless of his reasons the one hour minimum still applies and it is well over due. We gave him plenty of time and to pay and when that didn't happen we tried to contact him via phone calls and notices that the account was delinquent and was going to be turned over to collections it it wasn't paid. We never received payment so it was subsequently turned over.

Review: Refusal to refund on unopened item with receipt. Tried to charge a restocking fee for special order item when item was not a special order.

On 5/31/14 11:27 am on a return trip from Idaho to Wyoming I internet searched a pool supply company on my iphone to buy a pool cartridge for my filtering system and found Leisure Pool and Spa. I, my daughter and brother went to this business and was helped by a young lady that worked there. I explained what I needed and the young lady escorted me into the back room of the store to show me the cartridges that they had. I picked out a cartridge that I thought may have been large enough and asked her if it didn't work if I could return it. She stated yes. Once I got home to Wyoming I realized it was too small. On 6/9/14 my boyfriend was making a trip back to Idaho and stopped in at Leisure Pool and Spa to return the unopened cartridge. The owner of the business refused to refund the full amount of the cartridge stating that it was a special order and they charged a 20% restocking fee. My boyfriend called me and told me what she was trying to do and handed me the phone to talk to the lady. I explained to her that I had never been in her business before May 31st and that I had not special ordered anything and we just wanted the money back for the cartridge. She then said she would need to speak to her husband. I told her that we lived and Wyoming and couldn't make a trip back to Odgen. The woman became very hostile and stated that she personally remembered ordering the cartridge for me. Once again I told her she was mistaken. She then hung the phone up on me. I tried to call her back and she again hung the phone up on me. She told my boyfriend that she had called her husband and he was refusing to give us back anything and to take them to court. She then proceeded to kick my boyfriend and brother out of the store and locked the doors behind them.

I tried to call her back several times and she refused to answer the phone. Police were called for a civil stand-by but we were told there wasn't anything they they could do to solve the problem and that we need to take them to court.

The total purchase I made on May 31st was over $180.00 with my debit card.

Once again, I have never done business with Leisure Pool and Spa before 5/31/14 and I never special ordered anything from them.Desired Settlement: I am asking for a refund of $141.20. $91.20 for the cartridge and $50.00 for gas because of having to make the extra trip up to Ogden from Wyoming to resolve this matter.

Business

Response:

Initial Business Response /* (1000, 7, 2014/07/07) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Dear Revdex.com,

The male customer involved in this situation was originally being helped by a salesclerk who asked what was wrong with the item. The sales clerk offered to exchange the item for the right one. The male customer stated, "there's nothing wrong with it, she just ordered one on line. That's what you guys do so that's what we did."

The manager offered to refund the amount less 15% restocking fee onto the customer's debit card. The customer did not have or know which card was used. The manager offered to review his receipt to help him identify the card used and the debit card receipt had obviously been removed as evidenced by a 1/2 missing nick in the in store receipt. When asked about the removed debit card receipt the male customer said "oh no I put that staple there."

When the customer could not identify the card that was used to make the purchase the manager offered in store credit. The customer demanded he wanted cash. The manager offered to hold the transaction and have it reviewed by the male store owner. This still was not satisfactory to the hostile male customer. The male customer became disgruntled and received a call from the female customer at whom he yelled at over his cell phone saying, "I am not being rude! Am I? (he yelled at us).Here she wants to talk to you!" the female on the cell phone was agitated and argumentative and could not be reasoned with. The male customer and female customer demanded cash.

During this time in store credit was offered again.Communication with the male customer could not take place as the female customer was now calling the store number demanding her money. She called no less that 10 times and the calls had to be ignored as other customers where in the store. At this point the male customer was informed a return would not be made and he and his male companion were asked to leave the store due to a threat to employee safety.

The two males sat outside in their truck for 20-30 minutes during which time the owner was called for support. He was briefed on the circumstances and said he would not refund any money or offer any exchange after the persons had acted in such a hostile manner. The manager went out and told the men in the truck that the owner was enroute and would not exchange or refund. The door was locked to prevent abuse of existing customers in the store and employees. The police arrived and the situation explained to the officer i.e. employees were concerned for their safety and the male was scaring additional customers. The officer asked the male customer to leave the premises and we thanked the officer profusely for helping us.

My concern is that we have female staff, young children relatives and young people working in our store. People like this scare us to death and then abuse the good intentions of agencies such as yours to continue their abuse of us. These people obviously used our intellectual property and service staff to determine which item they needed and then purchase it on line as they themselves stated. We offered 3-4 options for a solution but, they needed gas money and wanted to access our till for cash. We helped them find the right part, tried to appease them and still our right to feel safe in our own place of business was threatened. After 30+ years in business and thousands of customers that love our staff and store this one customer needs to be let go.

Review: I called Leisure Spa to inquire about a repair. Although no appointment was made, a technician showed up, spent an hour and tried to charge $179.90.

I Called Leisure Spa on approximately 05/20/2013 regarding a heating problem with my spa. I was asked for my name and address which I gave the person on the phone. He then told me that they were really busy and that it would take two weeks to get someone to come and look at my spa. I told him that I would look elsewhere for someone to do the repair. I then contacted Devo spa and one other spa company and scheduled an appointment for 05/31/2013. On that day, I received a call from a technician named [redacted] who said that he was about 15 minutes away and would be to my house shortly. When I asked him who he worked for he informed me that he was with Leisure. This seemed strange as I had not made an appointment with them. He showed up and after about 20 minutes of diagnosis he informed me that the charge was $95 per hour and that he had to stay at my house for the entire hour. He then informed me that there would also be an $80 trip charge. He asked me if I would like to proceed with the repair which would have to be scheduled some time in the future. I told him that I would not be willing to do any business with a company that operates this way. It's not fair to the technician or to the consumer. He said that he would waive the trip charge but needed a check for $99.90 which I paid. I called Leisure Spa the next day and was told that they were aware of the problem and that it was their mistake in not informing me of the charges. I asked to speak to the owner regarding this matter and was told that [redacted] was too busy and would not be contacting me at all. Invoice #[redacted]/ I want a full refund due to the fact that no appointment was ever made or agreed to and no charges were disclosed to me up front. Desired Settlement: I expect a full refund of $99.90.