[redacted] 's [redacted] called 11/8/requesting service on heryear old Emerald QCA spaThespa had been repaired a few years earlier byanother party and the spa pumps went from having units from the factory to 1pump There were multiple problems withthe spaThe water was not flowing properly and the plumbing lines wereobstructedShe was charged 1st hour service charge, a pressure switch, and agasket Total invoice was $There were two different trips made to the home 1st trip ; [redacted] , service tech performed the first visitand identified a pressure switch problemAfter installing the new switch, thespa continued to malfunctionShe then called the master tech and he scheduledthe second trip to the home2nd trip ; Both techs went to the home, and at that timean additional problem was determinedThe 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 pipesMaster Tech instructed owners to clean out debris to clearthe lines and calls us with the resultsBy the customer cleaning out theirlines they would save an additional service chargeMrs [redacted] called the store and reported that the lineswere leaned out and the problem of the spa not heating was still an issueThisinformation was given to the master techHis recommendation to Mr[redacted] wasto blow out the line between the filter and the pumpMr [redacted] came into our store in [redacted] He brought with him a plastic plug that wascrackedHe explained when he covered his hand over the crack in the plasticplug, the heater worked properly so he had us order a new plugHe alsopurchased a new filter for his spaThe total for the parts invoice was $When the new plastic plug arrived at the store, Mr[redacted] picked them up on 12/ 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 spaWe explained that we charge by the hour andif we were to come out to clear the line as mentioned above, there would beadditional costGoing forward we explained we needed to communicate with Mr[redacted] as he was doing the cleaning outof the lines and plug installationWe requested Mr [redacted] to call us since he had replacedthe cracked plug and we needed to know if he had cleared the filter/pump lineA message was given to Mrs [redacted] to have him call aswell as a message left on Mr [redacted] 's cell phoneMrs [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 theheaterWe 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 findresolutionShe abruptly hung up the phone and Mr[redacted] never called us backper our phone messages and request on his cell phoneIn 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 repairsThe communication broke down when Mr [redacted] didn't return information about the status of the repairs he did himself
We had a booth at the Wisconsin State Fair August – 11, During this time we offer hot tubs at special discounted prices only good during the fairWe are able to do this special pricing due to factory incentives for buying spas by the truckload, which we only do during the fairWe can then reserve a spa with the manufacturer for up to one yearWe offer this savings to the customer [redacted] , one of our salesmen at the fair, spoke to the BienzensThey called at the end of the fair or the day after to take advantage of that special pricingOn 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 yearThey did not dispute that chargeThey 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 refundThe down payment is not refundable after the three day right to rescind has pastAfter that time the down payment was used to pay fair commission and to hold the spa at that price with the manufacturerThey have that money on account to use at any time toward the purchase of their spa at Leisure Pools and SpasThis 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 laterIf 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 increasePerhaps 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] ***
In the interest of good customer relations, we have refunded in full the customers $ 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
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
[redacted] 's [redacted] called 11/8/requesting service on heryear old Emerald QCA spaThespa had been repaired a few years earlier byanother party and the spa pumps went from having units from the factory to 1pump There were multiple problems withthe spaThe water was not flowing properly and the plumbing lines wereobstructedShe was charged 1st hour service charge, a pressure switch, and agasket Total invoice was $There were two different trips made to the home 1st trip ; [redacted] , service tech performed the first visitand identified a pressure switch problemAfter installing the new switch, thespa continued to malfunctionShe then called the master tech and he scheduledthe second trip to the home2nd trip ; Both techs went to the home, and at that timean additional problem was determinedThe 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 pipesMaster Tech instructed owners to clean out debris to clearthe lines and calls us with the resultsBy the customer cleaning out theirlines they would save an additional service chargeMrs [redacted] called the store and reported that the lineswere leaned out and the problem of the spa not heating was still an issueThisinformation was given to the master techHis recommendation to Mr[redacted] wasto blow out the line between the filter and the pumpMr [redacted] came into our store in [redacted] He brought with him a plastic plug that wascrackedHe explained when he covered his hand over the crack in the plasticplug, the heater worked properly so he had us order a new plugHe alsopurchased a new filter for his spaThe total for the parts invoice was $When the new plastic plug arrived at the store, Mr[redacted] picked them up on 12/ 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 spaWe explained that we charge by the hour andif we were to come out to clear the line as mentioned above, there would beadditional costGoing forward we explained we needed to communicate with Mr[redacted] as he was doing the cleaning outof the lines and plug installationWe requested Mr [redacted] to call us since he had replacedthe cracked plug and we needed to know if he had cleared the filter/pump lineA message was given to Mrs [redacted] to have him call aswell as a message left on Mr [redacted] 's cell phoneMrs [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 theheaterWe 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 findresolutionShe abruptly hung up the phone and Mr[redacted] never called us backper our phone messages and request on his cell phoneIn 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 repairsThe communication broke down when Mr [redacted] didn't return information about the status of the repairs he did himself
We had a booth at the Wisconsin State Fair August – 11, During this time we offer hot tubs at special discounted prices only good during the fairWe are able to do this special pricing due to factory incentives for buying spas by the truckload, which we only do during the fairWe can then reserve a spa with the manufacturer for up to one yearWe offer this savings to the customer [redacted] , one of our salesmen at the fair, spoke to the BienzensThey called at the end of the fair or the day after to take advantage of that special pricingOn 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 yearThey did not dispute that chargeThey 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 refundThe down payment is not refundable after the three day right to rescind has pastAfter that time the down payment was used to pay fair commission and to hold the spa at that price with the manufacturerThey have that money on account to use at any time toward the purchase of their spa at Leisure Pools and SpasThis 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 laterIf 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 increasePerhaps 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] ***
In the interest of good customer relations, we have refunded in full the customers $ 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
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