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Leisure Pools and Spas, Inc.

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Reviews Leisure Pools and Spas, Inc.

Leisure Pools and Spas, Inc. Reviews (9)

I ordered a new pool liner from Leisure Pools & Spas a couple months ago and paid $down payment, which was about half of the money It was to be ready in days, but when it didn't arrive after a few weeks I asked why They stated it was damaged twice in shipping and they were ordering a new one for the third time At that time I told them that they had the wrong pool depth on the order but they never addressed the depth, only the length and width (oval pool) Due to the delay, our pool was severely damaged due to high winds in June We canceled the liner order before they ordered the it for the third time, as we now had to make an insurance claim because the entire pool now needed replacement I was promised the return of my $at that time but I have yet to see it Leisure pool & Spas now is saying the refund was only going to go toward the purchase of the pool package, but because w decided to go to another pool vendor, we were no longer going to get the down p

I am very upset about my pool install in Katy Texas We trusted Leisure to help us choose the right concrete and tile contractors since we are not in the pool building business and would have no idea what to look for The concrete around our deck looks like crap and we will now have to pay more more money to make it look right When the salesman was at our home he said that there was a free promo either deck jets or a waterfall We asked to see what each would look like and we selected the water fallWe were shown a few with different stone colors and we selected the Basalt Now to find out we are being told that was just the color of the price of crap she'll I have sitting by my pool If we would have known this we would have never said we wanted that We spent a lot of money to have what we thought was going to be a great pool and it is no where what we were expecting from a company like LeisureIf we knew of all this then we would have never went with Leisure Pools as the whole process has been nothing but a big joke and headache

Pat has always been helpful and very knowledgeable! Awesome pricing very competitive!
Would refer everyone I know!

We had a booth at the Wisconsin State Fair August 1 – 11, 2013. During this time we offer hot tubs at special discounted prices only good during the fair. We are able to do this special pricing due to factory incentives for buying spas by the truckload, which we only do during the fair. We...

can then reserve a spa with the manufacturer for up to one year. We offer this savings to the customer. [redacted], one of our salesmen at the fair, spoke to the Bienzens. They called at the end of the fair or the day after to take advantage of that special pricing. On the day after the fair, August 12, 2013, a down payment was put on their credit card toward the spa, holding that special price for one year. They did not dispute that charge. They got an invoice and receipt by email because this was done over the phone with [redacted]. [redacted] told them that the price of the spa would stay the same for an entire year, not that they had an entire year to decide or ask for a refund. The down payment is not refundable after the three day right to rescind has past. After that time the down payment was used to pay fair commission and to hold the spa at that price with the manufacturer. They have that money on account to use at any time toward the purchase of their spa at Leisure Pools and Spas. This is not unusual as we have customers every year who make a down payment to hold a price and them and then buy the spa up to a year later. If it gets to be longer than a year, the factory will no longer hold that price, and we have had customers who then buy that same spa with a price increase. Perhaps they misunderstood [redacted] because he told them the price was locked in for a year, not that they could get a refund for a year.
[redacted]. [redacted]

[redacted]'s [redacted] called 11/8/14 requesting service on her11 year old Emerald QCA spa. The. spa had been repaired a few years earlier byanother party and the spa pumps went from having 2 units from the factory to 1pump.  There were multiple problems withthe spa. The water was not flowing...

properly and the plumbing lines wereobstructed. She was charged 1st hour service charge, a pressure switch, and agasket.  Total invoice was $194.27. There were two different trips made to the home.  1st trip ; [redacted], service tech performed the first visitand identified a pressure switch problem. After installing the new switch, thespa continued to malfunction. She then called the master tech and he scheduledthe second trip to the home. 2nd trip ; Both techs went to the home, and at that timean additional problem was determined. The spa had an obstruction of debrisshowing up in the bottom suction drains and other undetermined areas. [redacted]shas mentioned that her son's friend my have lost a hair (tie or scunchie) intothe plumbing pipes. Master Tech instructed owners to clean out debris to clearthe lines and calls us with the results. By the customer cleaning out theirlines they would save an additional service charge. Mrs. [redacted] called the store and reported that the lineswere leaned out and the problem of the spa not heating was still an issue. Thisinformation was given to the master tech. His recommendation to Mr.[redacted] wasto blow out the line between the filter and the pump. Mr. [redacted] came into our store in [redacted].  He brought with him a plastic plug that wascracked. He explained when he covered his hand over the crack in the plasticplug, the heater worked properly so he had us order a new plug. He alsopurchased a new filter for his spa. The total for the parts invoice was $64.65. When the new plastic plug arrived at the store, Mr.[redacted] picked them up on 12/3.  Mrs. [redacted] called the store a few days later to say shestill had a problem with the heater and she was not going to pay us foradditional labor to repair her spa. We explained that we charge by the hour andif we were to come out to clear the line as mentioned above, there would beadditional cost. Going forward we explained we needed to communicate with Mr.[redacted] as he  was doing the cleaning outof the lines and plug installation. We requested Mr. [redacted] to call us since he had replacedthe cracked plug and we needed to know if he had cleared the filter/pump line. A message was given to Mrs. [redacted] to have him call aswell as a message left on Mr. [redacted]'s cell phone. Mrs. [redacted] called the store and told us that "wedon't want to talk to Mr. [redacted] as he is upset".  We explained that Mr. [redacted] had told us hefound the problem, picked up the part, and installed what he said would fix theheater. We never heard back from him to know if he had cleared out the pipingbetween the filter and pump and we needed to speak with him with hope to findresolution. She abruptly hung up the phone and Mr.[redacted] never called us backper our phone messages and request on his cell phone. In conclusion, Mrs. [redacted] told us she needed to keepthe cost down or she wouldn't be able to afford the repair.  We worked with the [redacted]'s to help themreduce the cost of their repairs. The communication broke down when Mr. [redacted]didn't return information about the status of the repairs he did himself.

In the interest of good customer relations, we have refunded in full the customers $400.  However, we would like to tell our side of the story.  We would like to clarify that the liner size that was ordered was given to us by both the customer and the installer, and it was not until after...

we had ordered and received the liner that we were notified that the liner needed to be ordered in an alternate depth.  The fact that the liner came in damaged was out of our control as well, and we sympathize with the customer’s predicament in having the pool damaged during the wait time for the new liner.  We did offer to put the money for the setup and shipping toward the purchase of a new pool, which we had actually ordered and gotten a down payment on from the customer.  In fact, the it was fortunate that the liner came in damaged, as they had ordered the wrong depth.We felt that since the customer chose to cancel and buy his pool elsewhere, we were entitle us to recoup our expenses  in time we had in ordering the wrong liner and having to reorder the right one and fortunately for them they came in damaged so more off our staff time reordering a 3rd liner which we had to cancel because there pool fell in due to storm.  In reading and sympathizing with the customer’s complaint, a full refund has been made and we will take the loss.

Review: We made a payment in good faith of $1800 to allow for the potential purchase of a spa on 8/12/13 and were told verbally by [redacted], the sales rep, that we had up to 1 year to cancel and get a full refund of our $1800. We never received or signed a contract, and there were no written terms of sale given to us. We were simply given a credit card invoice which also contains no terms of sale. Due to unforeseen financial issues, we need to cancel and get a full refund. No goods or services were received in exchange for the $1800.

We attempted to call the merchant on 8/4/14 to cancel the order and receive a refund in full, and were told we could not receive a refund. We were told to contact [redacted] directly to discuss this further with him. We left messages for him on 8/4/14, 8/5/14 and attempted to call him again on 8/6/14, with never a return call.Desired Settlement: We would like a refund in full for the $1800 as the amount paid.

Business

Response:

We had a booth at the Wisconsin State Fair August 1 – 11, 2013. During this time we offer hot tubs at special discounted prices only good during the fair. We are able to do this special pricing due to factory incentives for buying spas by the truckload, which we only do during the fair. We can then reserve a spa with the manufacturer for up to one year. We offer this savings to the customer. [redacted], one of our salesmen at the fair, spoke to the Bienzens. They called at the end of the fair or the day after to take advantage of that special pricing. On the day after the fair, August 12, 2013, a down payment was put on their credit card toward the spa, holding that special price for one year. They did not dispute that charge. They got an invoice and receipt by email because this was done over the phone with [redacted] told them that the price of the spa would stay the same for an entire year, not that they had an entire year to decide or ask for a refund. The down payment is not refundable after the three day right to rescind has past. After that time the down payment was used to pay fair commission and to hold the spa at that price with the manufacturer. They have that money on account to use at any time toward the purchase of their spa at Leisure Pools and Spas. This is not unusual as we have customers every year who make a down payment to hold a price and them and then buy the spa up to a year later. If it gets to be longer than a year, the factory will no longer hold that price, and we have had customers who then buy that same spa with a price increase. Perhaps they misunderstood [redacted] because he told them the price was locked in for a year, not that they could get a refund for a year.

[redacted]

Review: We called this company to repair our spa. We were charged a trip charge and hourly fee. they said we needed some new parts that they had to order them. They came back and charged an hourly rate again and put the parts in. They left telling us the spa is working now. It was not. my husband called them and was instructed over the phone as to how to fix the spa. Excuse me we don't repair spas. That was why we called this company.Desired Settlement: We would like the trip charge and one hourly rate reimbursed, because we had call someone else who actually fixed it for alot less money.

Business

Response:

[redacted]'s [redacted] called 11/8/14 requesting service on her11 year old Emerald QCA spa. The. spa had been repaired a few years earlier byanother party and the spa pumps went from having 2 units from the factory to 1pump. There were multiple problems withthe spa. The water was not flowing properly and the plumbing lines wereobstructed. She was charged 1st hour service charge, a pressure switch, and agasket. Total invoice was $194.27. There were two different trips made to the home. 1st trip ; [redacted], service tech performed the first visitand identified a pressure switch problem. After installing the new switch, thespa continued to malfunction. She then called the master tech and he scheduledthe second trip to the home. 2nd trip ; Both techs went to the home, and at that timean additional problem was determined. The spa had an obstruction of debrisshowing up in the bottom suction drains and other undetermined areas. [redacted]shas mentioned that her son's friend my have lost a hair (tie or scunchie) intothe plumbing pipes. Master Tech instructed owners to clean out debris to clearthe lines and calls us with the results. By the customer cleaning out theirlines they would save an additional service charge. Mrs. [redacted] called the store and reported that the lineswere leaned out and the problem of the spa not heating was still an issue. Thisinformation was given to the master tech. His recommendation to Mr.[redacted] wasto blow out the line between the filter and the pump. Mr. [redacted] came into our store in [redacted]. He brought with him a plastic plug that wascracked. He explained when he covered his hand over the crack in the plasticplug, the heater worked properly so he had us order a new plug. He alsopurchased a new filter for his spa. The total for the parts invoice was $64.65. When the new plastic plug arrived at the store, Mr.[redacted] picked them up on 12/3. Mrs. [redacted] called the store a few days later to say shestill had a problem with the heater and she was not going to pay us foradditional labor to repair her spa. We explained that we charge by the hour andif we were to come out to clear the line as mentioned above, there would beadditional cost. Going forward we explained we needed to communicate with Mr.[redacted] as he was doing the cleaning outof the lines and plug installation. We requested Mr. [redacted] to call us since he had replacedthe cracked plug and we needed to know if he had cleared the filter/pump line. A message was given to Mrs. [redacted] to have him call aswell as a message left on Mr. [redacted]'s cell phone. Mrs. [redacted] called the store and told us that "wedon't want to talk to Mr. [redacted] as he is upset". We explained that Mr. [redacted] had told us hefound the problem, picked up the part, and installed what he said would fix theheater. We never heard back from him to know if he had cleared out the pipingbetween the filter and pump and we needed to speak with him with hope to findresolution. She abruptly hung up the phone and Mr.[redacted] never called us backper our phone messages and request on his cell phone. In conclusion, Mrs. [redacted] told us she needed to keepthe cost down or she wouldn't be able to afford the repair. We worked with the [redacted]'s to help themreduce the cost of their repairs. The communication broke down when Mr. [redacted]didn't return information about the status of the repairs he did himself.

The staff at Leisure Pool and Spas are professional, friendly and treat the customer with respect and understanding.
I had the WORST experience with an "established and reputable" pool company in the MKE area and called Leisure Pools out to fix all the problems created/left by the other company.
They were on time, explained what needed to be done, offered options and alternatives, gave me written estimates on all the costs and an ETA for job completion. They were true to their word. Billing was done as quoted - no deviations or hidden costs.
Anytime I have called them for maintenance, supplies, quotes on equipment or answers to basic pool owner questions, they have always delivered HIGH QUALITY customer service.

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Description: Swimming Pool Contractors, Dealers, Design, Spas & Hot Tubs - Dealers, All Other Specialty Trade Contractors (NAICS: 238990)

Address: 12525 W Lisbon Rd, Brookfield, Wisconsin, United States, 53005

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