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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
BBB Accredited Business since
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This company offers pools, hot tubs, spas, patio furniture & accessories, billiards and dart supplies.
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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 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Rob Robertson, Owner Mr. Mark Hicks, Sales Manager
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 PaymentVisa, M/C, Discover, Cash, Check, Financing
Refund and Exchange PolicyWe gladly accept returns within a 30 day period. Please see store for details. Some restrictions apply.
Alternate Business NamesThe Pool & Spa Warehouse The Pool And Spa Warehouse
Industry TipsBuying a Hot Tub or Spa Buying a Swimming Pool Buying Furniture
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
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.
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."
Better Business Bureau:
- 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 thatRegards,
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.
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