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BBB Accredited Business sinceAdditional Locations
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This company offers sales, service, equipment replacement and repairs of pools, spas, hot tubs,whirlpool baths and saunas
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A BBB Accredited Business since
BBB has determined that Leisure Pools and Spas, 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 13 factors. Get the details about the factors considered.
Factors that raised the rating for Leisure Pools and Spas, 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
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. Patrick A. Reed, President Ms. Donna Reed, Vice President
Swimming Pool Contractors, Dealers, Design Spas & Hot Tubs - Dealers All Other Specialty Trade Contractors (NAICS: 238990)
Products & Services
Leisure Pools and Spas, Inc. sells the following brand(s): Baltic Saunas, California Cooperage Spas, Elite Spas, Lomart Pools, Maax Spas, Royal Saunas, Royal Spas, Sunset Swings, Walk In Tubs
Leisure Pools and Spas, Inc. offers the following product(s): Above Ground Pools, Hot Tubs, In Ground Pools, Outdoor Swings, Parts and Supplies, Pool and Hot tub chemicals, Walk In Bath Tubs
Method(s) of PaymentAs of 12/151/2011 Cash, Check, Master card, Visa and Discover
Refund and Exchange Policyrefund with receipt or in store credit with out receipt. No refund on chemical purchases or special order parts
Alternate Business NamesLeisure Pools and Spas Brookfield Leisure Pools and Spas Burlington Total Pool Care
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
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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
- Guarantee or Warranty
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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.
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What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
Additional Phone Numbers
- (800) 530-0951(Phone)
- (262) 806-4256(Phone)
- (262) 432-0993(Phone)
Additional Email Addresses
- - Customer Service
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: 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.
******'s ******* called 11/8/14 requesting service on her
Problems with Product/Service
Read Complaint Details
Complaint: 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 *** *******, 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 *** 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. *** *******, 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 ***. *** 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 *** because he told them the price was locked in for a year, not that they could get a refund for a year. ******* *. ****
Customer Reviews Summary