Customer ReviewsforFamily Leisure of San Antonio

We purchased a 27' round pool from Family Leisure, San Antonio. We were told to purchase the sand for the prep team and how much to purchase. We followed the instructions and had the sand on location at the required time. We were told we had to much sand by the installers the day they arrived but they used it anyway and did not remove any. We had little to no instructions as to "backfill" but once the pool started filling we made sure and kept sand around the outside of the pool. Once the pool was full and turned on all the hoses leaked, we attempted to tighten on our own and could not get them tight. We had to pay a service fee for them to come out because of our distance from them. We informed the tech at that time that the bottom of the pool was very uneven. He did not make any recommendations or changes. About 3 months after getting the pool we noticed 2 metal prongs sticking out of the bottom of the pool and called the company. They charged us a $300 service fee, but told us if it was determined it was not our fault (backfill) the money would be refunded. The tech came out and told us numerous times it was not a backfill issue and the liner should be replaced. He stated the install was not a good install. The company disagreed with him and refused to fix it, saying it was a backfill problem and even if it had been an install issue the install warranty had expired and it really wasn't their fault because they didn't do the install, it was a subcontractor. They put a patch on the prongs sticking out and said it would cost us to replace the liner. Terrible service, and of course the tech now has no memory of telling us it was not a backfill issue. We have a pool we paid over **** for that has holes in the liner (they don't warrant holes) and no resolution without us paying additional money.

We purchased from Family Leisure in Nashville, TN 17 years ago and expected good product and custom care like we had then. It wasn't the case this time. We purchased a 21' above ground pool. Scheduling was on time once WE picked the pool and products up from the warehouse. There was some back order items but it wasn't a problem since it wasn't time to install. The instructions were to have fine sand at the job site no more than 25' from pool site which cost $250.00 for 3 yards. Our site was beside a crush and run gravel parking lot, we had no grass within 25' and it was dropped within the required distance. When the escavtor arrived he apparently dug to far into the bottom of the sand and picked up rock from the driveway, when the installers came the next day they informed us they couldn't start the job due to rock in the sand, the liner has to be on a thick coat of sand so we'd need another $250 load of sand. Irritated from the lack of care from the bobcat operator recommended by Family Leisure we had no choice but to purchase more sand. When we called the store to reschedule the installers and inform them of the rock in the sand by their preferred contractor, they took no responsibility for their contractors mistake and to add fuel to the fire, Michelle let us know we were had to pay another fee of $250 installers return fee to set the pool up. Although the contract states if they have to make a second visit to your location you will be charged, BUT I figured they would do the right thing and waive the fee since their 3rd party excavation company screwed up the initial part of the job. We paid a reduced fee after arguing with Michelle that this was not fair due to their incompetent contractor. At this point we had no choice and they installers came as scheduled. They set the pool up and left us to fill it with little instruction. After filling the pool, we noticed a leak coming from the outside of the pool around one of the attached hose and we noticed the pressure gauge wasn't working. The gasket on the return jet was broken. When we called the customer service guy he told us most of the pressure gauges don't work and it wasn't really necessary. Instead of them offering to credit us and give us a new gasket, we had to purchase it. The pool wasn't even a day old. We figured out how to exchange the part with a full pool. Not a week later, we noticed a pinhole squirting from one of the hose, it was the black return jet hose. Ended up going to Leslies Pool for the hose. Needless to say, Family Leisure San Antonio isn't where I'd recommend purchasing a pool, if you expect service and quality parts. On a positive note, we do like the perma salt system. It's easy, every two weeks you use three products. We've had tons of rain this year and our pool has remained clear with little PH minus or PH plus.