Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a swim spa from Backyard Leisure and after waiting one year, It was delivered April 17th 2024. After set up, we noticed fa few issues like lights not working and other minor stuff. It took them a while to fix, but they finally sent someone out. A little later, the cover started holding water and was defective. I contacted Backyard Leisure and they said they would have to contact Hydropool to see what they wanted to do. I didn't hear anything from them for a couple of weeks, so I called them. They kept putting me off and not retuning my calls. They finally said the manufacturer was sending a replacement and paying for shipping. I waited a couple of weeks and hadn't heard from them, so I called. They informed me it would be 6 weeks. Now, 12 weeks later, they said they no longer are a Hydropool dealer and I'm on my own. They told me it had shipped several weeks ago, but now, they said they never ordered it. I also had another light go out around November and they sent a technician out to fix it. He assured me it was fixed when he left, but it still isn't working. He also broke a piece of molding on the cabinet and didn't put side panel on correctly. I have tried to get them to fix what they broke and they don't return my calls or attempt to fix it.

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2024 I placed an order for a swim spa with the Backyard Leisure business in *******, ** and was given a delivery date of July 2024. This date came and passed, and after contacting the manufacturer of the swim spa and learning my order was never placed with the manufacturer even by November of 2024, I cancelled my order with Backyard Leisure and asked for a refund for the amount I had put down, which was $24,369.18 paid via check. After many phone calls to the ******* location and then eventually talking to them in person several times, I was instructed I must contact the main office in ************. They gave me the ************ number to call, which I have now called many times since December 2024 and each time I have been told the accountant needs to check to make sure the refund process has been started. I was given a time on Mondays and Tuesdays to call when the accountant should be in so it could be verified then, but multiple calls during those hours have never been answered, nor have voicemails been returned.I currently have no idea if the refund process has been started and if I can expect the refund to come in over the next few months, and considering the time and effort it has taken to get this far in contacting them I think it is reasonable to expect some level of certainty that I will see that amount refunded in an acceptable time frame. If the refund process was started when I first contacted Backyard Leisure about the cancellation and refund, then that was over 120 days ago.

  Customer Answer

  Date: 04/12/2025

  I have not heard from the business in response to my complaint.
  
  I have called the business twice now during the Monday and Tuesday business hours I was told to call to be able to get in contact with the accountant. Each time I was told the accountant was not present and the one who answered the call took my name and order number down to forward on. I have had my name and order number asked for and noted down now at least 5 separate times when calling this business, and I have yet to see any call backs or mention of when I can expect my refund.
  

  
  

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thank you for your quick response. We used the Backyard Leisure in Kernersville. Please help i don't know what else to do. 

  Customer Answer

  Date: 10/10/2024

  The latest issue started in July, the hot tub has been leaking since then. We are now in October and the company hasn't fixed the tub yet. It is costing us more electricity, water and chemicals and ruining the finish on our stained and stamped covered porch. Where do I begin, we purchased our first hot tub a Hydropool in Jan 2022. It was installed in February. 3 months later the tub starts leaking to the point its draining the spa and soaking my concrete patio and running off making a huge mess in my yard. Several months later finally they replace the tub. We had the new tub brought and it had broken jets from day one which they NEVER REPLACED! Then by Oct 2022 **** filed another claim bc one of the sides of the hot tub, the acrylic base is warped out! Our tub is under roof and on level concrete! Here we are July 2023 and Ive had nothing but broken promises since last December on dates my new tub would arrive. **** has repeatedly told us the tub will come in afew wks ir he will talk to hydropool and get back to me ASAP! That hasnt been the case its pretty much impossible to get him on the phone! These tubs have 3 yr warranties idk why they wasted almost half of my 3 yrs for them to fix initial problems! We work hard for what we have and purchased a luxury item and I expect it to be in NEW working condition! Im hoping they can make this right or pick up their crappy tub and return our money!!! Good luck to you if you choose Backyard Leisure!

  Business Response

  Date: 10/16/2024

  Unfortunately our spa technician had a medical emergency which left him unable to complete service.  We have a new technician now and we are getting our jobs caught up.  The parts for this customer have been ordered.  We will get them scheduled for repair as soon as we receive them.  

  Customer Answer

  Date: 10/16/2024

   I am rejecting this response because: technician originally came out Aug 9th and ordered parts. I contacted him again September 3rd he said parts were reordered bc they sent the wrong parts. We have been told by the new technician the parts have been ordered for the 3rd time and how terrible the store is being ran. My other huge issue is that originally we paid for a NICER hot tub with all the bells and whistles and are stuck with this tub that I verbally told them we wouldn't except. Below you can see photos of previous tub to now. Previous tub had multiple lights and this is a basic tub with ONE LIGHT. We have been told the store several times and are always told they will speak with the owner and try to work something out and we never hear anything. We paid down $1,000 on the tub and financed the rest as we have learned to not put our eggs in one basket bc of having issues. We are still paying for a NICER TUB and are stuck with a basic model. I think they need to take some money off of the tub as in send us a partial refund for this basic model so we can finish paying the last $3,000. We don't buy a basic tub we purchased a much nicer model. That isn't fair! 
  
  
  
  
  
  

  Business Response

  Date: 10/17/2024

  As previously stated, the parts are on order.  There were some complications with the earlier order, but with our new spa technician in place that is no longer an issue. 

  Regarding the replacement spa, the original spa was actually an inferior model.  This spa was bought during the height of Covid and the manufacturer was unable to build out of their main plant in Canada.  They built us a truckload of spas out of a plant in Mexico.  We had trouble with most of these units leaking, exactly like this customer did.  In a addition, they used a lower quality frame on those units.  That is why we replaced this customer's spa.  The unit we replaced it with was from their main plant in Canada.  There is a difference in the lighting set up, but all of the other components are of a higher quality.  In fact we sell the unit they purchased for $500 less that we do the unit they have now.  Additionally, knowing one of our employees that worked for us at the time, their tub was discounted an additional $600.  

  We will honor the warranty on the spa and apologize it has taken a while to get the correct parts, but we are not refunding the customer any money for swapping out their spa for a higher quality unit.  

  Customer Answer

  Date: 10/17/2024

   I am rejecting this response because:So your telling me ny tub have been leaking and only gotten worse since July. I'm literally having to add water every other day and it's ruining my stained concrete finish. Making my power bill go through the roof to keep the temp up from adding water so often and wasting so much $ on chemicals! How do you BYL plan to help me make this right? 
  

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 10 of this year we purchased a hybrid pool from Backyard Leisure and were approximated a mid **** install date. **** the owner called us 7/1 saying grading would be done on 7/10 (done as promised), concrete on 7/12 (it rained), install would take place on 7/15 & 16. No one showed up or called on installation day. I called the store and was told I had to call back the next day and speak with **** our salesman. I called multiple times before reaching him, he said he could see that we were on the schedule and didnt understand why they didnt show up but he would find out and call back, he never did! Thinking they would reschedule us, we waited and called back on 8/12 for an update, we spoke with a female who tried to help us, but ultimately told us to call back and speak with ****. I called back the next day 4 times and got 4 excuses why he couldnt come to the phone. I called back 8/14 and **** answered the phone and seemed surprised that our pool wasnt installed yet and said he had a meeting with the owner in the morning and he would get an update and call us back, however, he had been removed from our case. I asked him what exactly that meant because when you call the store you have to talk to your salesperson and he is our salesman. He didnt have an answer for that. And we havent heard back from him either. We havent been contacted by **** the owner for rescheduling for install. The grading was done 2 months ago, and at this point the ground isnt level for the pool, and the ground is collapsing in around it. If the ground keeps collapsing my shed and my patio are going to collapse in the hole with it!! At this point I dont know if I even want them to install anything on my property!!

  Customer Answer

  Date: 09/16/2024

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 10/09/2024

  We built this pool on October 1.  At this point we are just waiting on the bonding inspection to be complete and then concrete can be poured.  Everything should be complete in the next 2-3 weeks.  

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  They are working towards completing this job and I am happy thus far with the progress. 

  Customer Answer

  Date: 12/10/2024

   I am rejecting this response because:

  I initially made a complaint about Backyard Leisure on 9/5/24 when I had purchased a pool in May and could not get answers from anyone on when or if installation would happen. Shortly thereafter they showed up and my pool was installed. They made a response to my initial complaint on the BBB website on Oct 9 stating that the job was near completion lacking only bonding inspection and concrete work, and that the job should be completed in 2-3 weeks and I responded favorably as I was pleased with the fact that things were moving forward very nicely. Now, however, it has been over 2 months since that time and no concrete work has been done!! Ive called and been told that theyll see about getting it scheduled. Its getting cold so the days available are slim. The electricians still have a huge hole dug at the back of my house because they cant finish up and get their final inspection until the pool install is done. Can somebody please help?!

  
  

  Desired Resolution / Outcome

  Desired Resolution:

  Finish the Job

  
  
  

  
  

  Business Response

  Date: 12/16/2024

  The concrete company confirmed to us that they will be contacting this customer this week and begin the forming for her project.  They will be able to pour as weather permits and will let the customer know that schedule.  

  Customer Answer

  Date: 12/16/2024

   I am rejecting this response because:
  I have made multiple attempts to contact backyard leisure to get this job completed to no avail. I keep getting empty promises. I have been told multiple times that theyll check on it and call me back and they never do! This should have been completed in mid October when the electricians finished their install, but once again it was another thing they didnt do! It needs to get done asap so the electricians can finish up and we can call this job complete!

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took 6 to 8 moths to get hot tub and received it missing parts and also cover damaged and the Manager was told but did nothing wouldnt return calls or nothing so gave up . Saw that numerous people are coming forward with complaints about this company. We thought it was just us .

  Customer Answer

  Date: 07/08/2024

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 08/14/2024

  We were unaware of the issues with this customer's spa.  The manager for the Concord location left the company several months ago and left no notes concerning this customer.  If the customer would contact our Kernersville location at ************ of **************** and give us more information we can work on a solution.  

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. They are going to reach out to me on Monday and see if the problem can get resolved 

• Initial Complaint

  Date:03/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a spa from the ************ store on July 30, 2023. We were told it would be in at the end of October 2023. We have talked with the salesmen numerous times and emailed the company about why we have not received it yet. He had told us that ******* keeps telling them it is on the next truck. It is now mid March and the spa still has not been delivered.

  Business Response

  Date: 03/27/2024

  Due to many different circumstances we are running behind on getting our spas in.  We are working diligently to get all orders delivered.  The ****** spa is scheduled to begin production next week and we should have it in 3-4 weeks.  We will get it delivered as soon as possible after we receive it.  Thank you for your business and patience.  

  Customer Answer

  Date: 03/27/2024

   I am rejecting this response because:  we were told that the spa would be delivered by the end of October 2023.  They have told us numerous times that the spa will be on the next truck.  Now they are telling us it has not even been built yet.  We have been one lie after another.  We want 100 % our money back.
  
  
  

  Business Response

  Date: 03/27/2024

  We understand the customer's frustration at the delays.  However, this spa has been paid for and will be ready shortly.  We will notify the customer to schedule delivery when it is on the way.  

  Customer Answer

  Date: 03/28/2024

   I am rejecting this response because:  they have mislead us on the status of our order.  In July we were told the spa world be in by the end of October.  Since October we have been told numerous times it is on the next truck.  Now we are being told the spa has not been built yet.  We want the truth.
  
  
  

• Initial Complaint

  Date:02/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a spa from backyard leisure pool and spa On 9/9/23 We were told to allow 60 to ********************************************************* emails stating delay. There is never any answer on the phone. Its now 6 months later and we are paying our portion we financed and we paid half in cash Covid ended 4 years ago that can not be their excuse

  Business Response

  Date: 03/04/2024

  This customer did purchase in September as stated.  We are working to get this spa delivered as soon as we can.  We appreciate your business and your patience.  

  Customer Answer

  Date: 03/19/2024

   I am rejecting this response because:  

  I just received both letters in the mail, dated 3/4/24 and 3/11/24 The Buisness did not respond to the communication any differently than to us.

  We would like to just get a refund of the purchase at this point. I had to put in special electrical for this spa that cost $3000.  The spa was said to be delivered in 60 to 80 days from purchase (9/9/23), it is now  7 months and 10 days later (210 days) well past the 60 to 80 days time frame. The business still does not have a date  for delivery.

  Their response was they are working on it . We would like a full refund and this point.

  But  the business will not ***** us a refund.

  BBB#********-9f910

   

  *****************************

  Sent from my iPad

  
  
  
  

  Business Response

  Date: 03/27/2024

  This customer's hot tub is currently in production at the manufacturer and should be shipping soon.  We expect to have it delivered in the next 3-4 weeks.  

  Customer Answer

  Date: 04/04/2024

   I am rejecting this response because:  

  Good Morning

    The response from the business is nothing different than before, It has always been 60 Sent from my iPad

  
  
  
  

  Business Response

  Date: 04/04/2024

  This customer's spa is currently on a truck headed to us.  We can get this customer delivered next week.  Again, we appreciate your business and your patience.  

  Customer Answer

  Date: 04/16/2024

   I am rejecting this response because:  

  Good Morning
     The delivery of Spa finally happened however it arrived damaged and not working
  The Control panel only flickers and will not turn on to operate the spa. The exterior has cracked and the sides are not sealed.
  I emailed the Vendor and they said they will file a warranty claim. How long will the warranty process take. I havent even filled the spa with water because whats the point. We can not even to turn it on, and well it will probably be winter before anything happens with their track record. I wonder if this delivery happened so they could be removed from the complaint list.
  
  So, now we have ********* lawn ornament.
  *****************************
  
  
  
  

  
  

  Business Response

  Date: 04/16/2024

  We have scheduled a service call for April 19 to check the topside controller issue.  The broken panel pieces were ordered from the manufacturer on 4/10.  

  It is unfortunate and unusual for a hot tub to have issues right out of the box, but we will work to get this unit up and running as quickly as possible for the customer.  

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered hot tub on 6.21, Backyard Leisure had money on 6.21. Confirmed by ******** money was not sent to them until 11.8 after I called manufacturer and found out my tub was not released for production. For months Backyard Leisure told me my hot tub was delayed by manufacturer (lying verbally to me). I would call weekly to get an update. At this point I have requested the order to be cancelled. Backyard Leisure is dodging me & owner Alan ****** refuses to call me. Will be reporting with BBB and following up on my police report that has been filed. I have talked with an another prior customer & he experienced similar behavior (dodging his calls etc.).
  
  This is a crime to take consumers money & not perform obligations, will also be consulting an attorney. Feels like a class action lawsuit coming soon based on similar reviews I am seeing regarding delays.

  Business Response

  Date: 12/06/2023

  This customer's order did take longer than promised to arrive.  We were behind on orders and were trying to get them all fulfilled.  This customer was delivered on 11/28/2023.

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  Please note- they were not behind on orders they were not placing orders with the manufacturer.  This has been documented and they did immediately get me the hot tub once I discovered the issue.  

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A PURE JOKE OF A COMPANY TO DEAL WITH; save yourself stress, money and a major mess. If this review saves at least 1 person from living this nightmare; it was well worth my time. We purchased a ******* ****** pool 2019, Backyard Leisure never came out to do a site assessment. Refused to get permits, that was our responsibility. Every step of the way was painful, me calling over and over and over to get answers. Low and Behold the septic lines were in the way of the install. I wanted Backyard Leisure to sell my pool to someone else and refund me the majority of money. They refused. John Told me there was room to put the pool in. This was in the middle of the Covid Pandemic. Was told the pool was ordered and we could not cancel. They claimed the pool was in stock, however after all the septic modifications were done and I contacted them to do the install in 2022; they didn't have the Pump, didn't have the robot vacuum, didn't have the rails, didn't have the lights I purchased. I still do not have a filter basket on 2/20/23. What a joke. They blatantly lied to me; they indeed sold my pool that I was told could not be cancelled. The whole process was a pure nightmare. I had to have my entire septic re-vamped. Lines moved, new lines added. 20K in addition to what I paid, 20k worth of soil brought in because it was not inground as it was supposed to be; not dug deep enough. This original Pool cost me 35k; It has now cost me well over 100k. The guys rescheduled the install 6 different times, the installers were unprofessional left cigarette butts, cardboard, and trash scattered everywhere. This is the most unprofessional place I have ever dealt with. Ryan, Nate, and Aaron continuously lied to me. Telling me what I wanted to hear rather than the facts, no one ever showed, repeat phone calls to get anything settled. A PURE JOKE OF A COMPANY TO DEAL with. They broke my driveway with their equipment and have failed to refund money as requested.

  Business Response

  Date: 02/21/2023

  To whom it may concern,

   

  Backyard Leisure does not provide permits for above ground or semi above ground pools.  We are also not responsible for septic systems, we are not a septic company and require the customer to be aware of where their septic system is.  We also have a company policy of no returns, cancellations or exchanges of major ticket items such as this semi above ground pool.  Pool installations are major construction, we do our absolute best to prevent damage to yards and driveways, but ultimately excavation equipment and concrete trucks or similar vehicles can cause damage to driveways.  It is not common, but unfortunately can happen, and is not the fault of Backyard Leisure.  We are sorry this happened, but ultimately there was nothing that could be done.

   

  When it comes to installation, the pool was installed as far inground as possible, however the pool has to be higher than the ground around it or water will accumulate in the pool.  I have attached a photo for reference.
  

   

  Management will contact the customer to make sure they get the correct filter basket, or whatever else may still be needed.

   

  Thank you for your assistance in this matter.
  

  Customer Answer

  Date: 02/21/2023

   I am rejecting this response because:
  
  I didn't say backyard leisure was responsible for the Septic, however Backyardleisure is responsible for my driveway because the crew was instructed to go through the side lawn, not my driveway.  And like all other aspects of this job did as they wanted.  No where does it say that the pool could not be sold to another individual.  Backyard lesire lied and my pool was not in stock. It took Months after you were told to install to get the rails, and then the filter, and then the robot vaccum.  It was all a farce.  Lies after lies.  the pool could have been cancelled and i told you the situation right away; months before I was told the pool was in stock.  I have all the text messages that can prove this.  I can also prove that communication was non-existen; one sided by me. BACKYARD Leisure is not a company that anyone should deal with.  No one from Backyard leisure or the install company helped get anything set up and the pool running.  we were left to do all of that on our own.  After spending 35k dollars with this business I am offered ZERO help.  When should I be begging for the pool basket still almost a year later.   I had to make the drive to ******* just to get a vacuum to make due because Mine that I purchased nearly 3 years prior was not in stock.     Very dishonest business and employees.   No thanks, never again!  Buyer beware.  Go to a reputable pool company locally that cares about you!

   

   

  
  

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a above ground pool from backyard leisure in June 2020. The pool was to be installed in September, they came to do grading and site prep around 9/10, then we had rain move in so install was pushed out a couple of weeks. They did all the grading as well as hauling additional dirt in and padding the area with the sand base. The pool was installed, filled and shut down for winter. We opened the pool in 2021 and thoroughly enjoyed it. We shut it down for 2021, and noticed that when we opened in 2022, the water was a lot lower than we thought it should be. We then noticed that more was leaking, so we bought a patch and put on the hole. We contacted BYL at this time,via email, and after several emails, I was asked to send pictures which I did. Then the plan was made by Brandon to fix the issue on October 18,2022. I was contacted by Nate and was told that this wasn't a mfg defect as it appeared that the metal support post had punctured the liner, and that if we would need to file a complaint with the frame builders, but that in the meantime if I would buy the liner they'd do the install for 50% of their normal costs.
  Brandon had also told us to have the pool drained before they came to replace, which we did. Why would they have us do all this work and then not follow through?
  
  I can provide emails and pictures of the issue.

  Customer Answer

  Date: 12/11/2022

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 12/21/2022

    The customer's pool was installed 2 years ago.  Our labor warranty covers one year.  The issue with the liner is not a warranty issue because the manufacturer only covers seam separations which is where the pieces of vinyl become unglued.  This situation is a cut, which is not uncommon after use of a pool.  If it is due to an issue with the framing, the customer would need to file a warranty claim with the pool manufacturer, ******.  

    Backyard Leisure could replace the liner but the customer would need to purchase the new liner.  We also offered to discount our installation rate which is normally $650 down to $325 to help out.  The customer would be responsible for paying for water to refill the pool.

    The customer used this pool for a full season without any issues. The issues that the customer has are not covered under the liner's warranty or Backyard Leisure's labor warranty, therefore the customer is responsible for paying for a replacement.  
  

   

  Thanks,

  Jeff ********

  Backyard Leisure

  Customer Answer

  Date: 12/27/2022

   I am rejecting this response because:
  
  A. This business was intending to fix this issue because they advised us to drain the pool before they arrived.

  B. I don't understand how this business can give warranty only on parts of their product but not all of the product.

  C. This is extremely poor customer service and at the price I paid for this pool I expected better service. At this point I'm ready to give up on what should have been a wonderful addition to our home and lots of fun for family and friends. Instead I received one year of fun for our family. What a shame.