BBB Logo

Better Business Bureau ®
Start With Trust®

BBB Accredited Business since

Fairview Leisure, Inc.

Phone: (513) 554-0000 Fax: (513) 554-0503 10731 Reading Road, Cincinnati, OH 45241 View Additional Email Addresses http://www.thepoolandspawarehouse.com View Additional Web Addresses

Print

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers pools, hot tubs, spas, patio furniture & accessories, billiards and dart supplies.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Fairview Leisure, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Fairview Leisure, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Fairview Leisure, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: January 14, 2002 Business started: 05/01/2001 in OH
Type of Entity

Corporation

Business Management
Mr. Rob Robertson, Owner Mr. Mark Hicks, Sales Manager
Contact Information
Principal: Mr. Rob Robertson, Owner
Business Category

Swimming Pool Contractors, Dealers, Design Billiard Equipment & Supplies Furniture - Outdoor Patio Equipment & Supplies Spas & Hot Tubs - Dealers Sporting Goods - Retail

Products & Services

Fairview Leisure, Inc. sells the following brand(s): Alu-Mont, Aquachek, Asahi Pools, Bottelsen, California Umbrella, Cardinal Pools, Casual Creations, Coleman Spas, Hammerhead, Hayward, Imperial Pools, Jandy, Lamotte, Legacy Billiards, Merlin, Metroline, Outdoor Lifestyles Furniture, Pentair, Performance, Swim N Play Pools, Tri City Vinyl, Vinyl Works, Vogue Pools, Wilbar Pools

Method(s) of Payment
Visa, M/C, Discover, Cash, Check, Financing
Refund and Exchange Policy
We gladly accept returns within a 30 day period. Please see store for details. Some restrictions apply.
Alternate Business Names
The Pool & Spa Warehouse The Pool And Spa Warehouse

Additional Locations

  • 10731 Reading Road

    Cincinnati, OH 45241 (513) 554-0000

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Web Addresses

X

Additional Email Addresses

  • - Communication/Mass Email
  • - eQuote
Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

8/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: WE had them install a new pool liner.They did contract it out. that is ok. It was put in,in october of 2013. It has dropped in a couple of places. I have talked to them to come out to fix. WE have been more than fair to them to fix this. WE are afraid we will lose the whole liner if it is not fixed soon. Could you help us out please.

Desired Settlement: We just want it fixed right.

Business Response: The repair is in the service queue and should be handled within the next 7 days.

Consumer Response: Customer contacted BBB and stated that the business has not contacted him to resolve this matter.




Business Response:

******* *********** ** **** **** ** ***** ****** ******* *********** ******
 
We offered to repair the problem as the customer requested. How do you reject exactly what you  ask for?

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In early July, I signed up for pool maintenance service. After a few visits, no improvement was visible in the pool water. I called repeatedly, asked about the lack of progress, offered my help between visits, and was promised specific remedies that were not implemented on ensuing visits by the service person. I was forced to cancel the service and clean up the pool myself (which I accomplished with the advice from a different pool store within one week). As I was being billed for a service that was not provided I send a check for $ 100.- just for the chemicals (the total bill was $ 279.44). A detailed letter was included with the payment, specifying the history of the interaction and my unwillingness to make any further payments. The letter was ignored and repeated bills have been sent since for the difference.

Desired Settlement: Immediately stop sending bills for a service that was by any standard unacceptable.In view of the damage done (the house to which the pool belongs is on the market to be sold - under the service agreement the water remained green for almaost one month severely compromising the showings) a refund of the payment made would be highly appropriate.

Business Response: The pool this customer refers to was a disaster when we arrived, black and green water, debris filled and disgusting. Pools in this state of dis-repair cannot be cleared in a day or week or longer sometimes. We were contracted by the customer, came to the home on several occasions, added $215 in chemicals over the period and cleaned the best we could for a charge of $150 for the trips we made (some at no charge). The fact that the customer did not like the pace of improvement and purchased additional chemicals, building on the foundation we started I might add, does not negate the fact that we were there as asked and that he owes the entire balance due. The invoice in dispute by the way is the second of three. He paid the first and then the last apparently after being disappointed. To use a home builders old adage, "Just because you hung a picture doesn't mean you built a house." 

We were there and we provided product and services. Just as a carpet or dry cleaning service wont guarantee all the stains will come out, we cannot and never issue a guarantee as to the speed and effectiveness of a particular water treatment and I challenge the customer to produce anything to dispute that.

The customer owes the balance due and needs to pay it including interest (2% per month) and that is in writing on his receipts and invoices. The next step for us is a collection service which will adversely effect the customers credit history and incur additional charges, (also on all invoices). 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

-          The pool had been open all of last summer, was covered by a brand-new pool cover over the winter and was in the same state any pool is in at the time of opening, no worse.

-          The previous summer, the pool had been serviced by another company (that has left Cincinnati), they cleared it up in 3 weeks without the slightest problem.

-          As pointed out before, the field service employee had used up my chlorine tablets. I called and was promised he would bring new tablets at his next visit. He did not and instead let the dispenser run dry. He left pool shock by the pool side unopened (no communication on the planned time line for use), because it rained that night I put the pool shock into the shed. Allegedly the employee came the next day to put the chemicals into the pool “but they were gone” so he left (he had found my chlorine tablets in the shed earlier, why didn’t he look there?). It is difficult to justify this kind of work as proper service

-          I brought my water for analysis to Pool and Spa warehouse and bought additional chemicals. In the store, I commented that the employee servicing the pools needed to be talked to because of his unreliability. The answer was “Oh, he has been talked to several times”, indicating that the store was very well aware that the service work was not executed up to standard

-          All communication with Pool and Spa Warehouse was initiated by me. Why did they not communicate if they found the pool difficult to clean? Why did they not call to let me know that they forgot the chlorine tablets and I needed to add them? Why did the service person just leave, rather than calling me when the pool shock was not on the deck (or look in the shed, where he had found and used up my chlorine tablets in the first visit)?

-          With proper communication from another pool store, I was able to clean and then fully clear up the pool with less than $ 100.- in chemicals, achieving drastic improvement after less than 2 weeks (please see attached documentation). This was not due to prior service by the Pool and Spa Warehouse, as by the end of that period the pool was still in bad condition

-          The service provided was unacceptably below standard, there can be no doubt that negligence was involved. I wish the vendor would acknowledge that

Regards,

***** *****




Business Response: We received no complaints until his failure to pay the balance due resulted in collection efforts. There will be no reduction in the invoice and the balance remains due. Collection efforts will not cease until the balance is paid and interest continues to accrue. 


Main points:

There is no dispute that our service personnel were dispatched and showed up.
There is no dispute that products were purchased and received. 

The fact that the customer is not happy with the outcome does not change that fact.

By the way, the customers own documents he supplied show that the purchases he made from another pool store were 22 days apart. That is more than three weeks not "less than two weeks" as his complaint states. 

Distorting the facts speaks to the reliability of the rest of his argument.

We are only going to disagree on all points it seems. Please close the complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved