Complaints

This profile includes complaints for Backyard Leisure, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Backyard Leisure, LLC

  3612 Spring Forest Rd Raleigh, NC 27616-4602

• 

  Backyard Leisure, LLC

  3501 Capital Blvd Ste 124 Raleigh, NC 27604-3370

• 

  Backyard Leisure, LLC

  4700 Capital Blvd Raleigh, NC 27604-4480

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:06/23/2025

  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.

  With the exception of a subcontractor pouring concrete around the pool on May 1, 2025, our project has otherwise been at a stand still since January 2025. We have been waiting for the company to deliver and hook up our pool pump and heater since that time. Despite countless phone calls, emails, text message communication attempts and stopping at their locations, we have been lied to about delivery dates 5-6 separate times since then. We either get ignored completely, given fake information to try to buy them more time, or they defer to someone else within the company stating they need to obtain a directive from them and then do not respond back. We always end up making the next contact attempt. Our project has been paid in full since 10/8/2024 when they told us there was an issue with the financing and we had to sign a form stating project was finished to release the funds. They sent us an email at that time acknowledging the project was not completed and they agreed to complete it as per the contract. We have been making payments to the finance company since November 7, 2024 reflecting that all funds have been released. We were not to be making payments until the project was completed, but due to this work around we were directed to do by Backyard Leisure, we have been making payments since that time and still do not have a completed project 9 months later. We have informed them we have been battling tadpoles and a frog infestation in the pool due to it's present condition and the delay in their completing the project, but no efforts have been made to assist in this issue or complete the project to resolve this issue. We have simply requested that they finish our project or allow us to obtain the remaining equipment and items owed to finish the project and we have been met with a lack of communication, lack of honesty and excuses. Backyard Leisure has committed fraud, theft by deception, and questionable business practices.

• Initial Complaint

  Date:05/13/2025

  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.

  On March 13, 2024, I made a purchase in the total amount of $18,338.73 for a hot tub from Backyard Leisure. As of todays date, May 12, 2025, I have not received the product nor a valid explanation for the delay. I have made multiple good-faith efforts to communicate with the business and request updates, but the responses have been evasive, misleading, and inconsistent.Most troubling of all, I contacted Bullfrog, the hot tub manufacturer, and was informed that the product I paid for was never even ordered or paid for by Backyard Leisure. This indicates a blatant act of misrepresentation and deception.I trusted Backyard Leisure as a reputable business, but they have taken my moneyover $18,338.73and failed to provide the product, or even evidence that it was ever intended to be delivered. I now believe this to be a clear case of fraud, theft by deception, and unethical business conduct.I am respectfully requesting the Better Business Bureaus assistance in holding this business accountable and securing a full refund of my payment. No consumer should be left financially harmed and emotionally stressed by a business they trusted.

• Initial Complaint

  Date:02/26/2025

  Type:Delivery 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.

   
  Complaint: 22311543
  
  I am rejecting this response because:

   

  This was sent August 6th from the company.

   

   

  I spoke with **** and we are currently estimating your current delivery projection around Late ********* October at this point in time.
  
  
  We are running a little behind but hope to be caught up by then with your tub being one of our next deliveries in the queue.
  
  
  We will reach back out as soon as we have a definite ship date for you so we can get scheduled.
  
  
  Thank you very much!

   

   

   It is currently October 8th. There is no way the delivery will be scheduled if they have not contacted me yet. I have zero confidence in the promise at this time and they replied yesterday to the BBB complaint and have not reached out via phone or email yet.

  I asked for weekly updates and do not believe they will fulfil this request also.

  I will believe nothing from this company until they deliver.

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 10/04/2024

  Good morning

   

  We apologize for the inconvenience regarding your delays in swim spa shipment.

   

  We will reach out and provide weekly updates as requested, I will also follow up with your request regarding financial compensation with ownership.

   

  We will update you shortly thank you for your time, 

  Business Response

  Date: 10/10/2024

  Hello,

   

  To whom it may concern,

   

  The current lead time is expected to be about 6-8 weeks for delivery from the time of this message.

   

  Thank you for your assistance in this matter, 

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22311543
  
  I am rejecting this response because:

   

  message from the company on October 7:

  We will reach out and provide weekly updates as requested, I will also follow up with your request regarding financial compensation with ownership.

   

  The only response I received was through this site, I have not been called or emailed.

  Now the 'estimated' delivery date is  'expected to be about 6-8 weeks' from 10/10. That's an estimate, not a scheduled date, and that is December.

  Have they offered me a reason why? I reached out to the manufacture who says to contact Backyard Leisure. I do not think this is a lack of supply from the manufacturer. This problem is with the company given the amount of BBB records read.

  I have not been contacted 'regarding financial compensation.'

  I will not close this complaint until there is resolution.

  I have been given only an estimate of delivery for an order I placed, and maybe 11 months later they might be able to schedule the delivery.

  I expect now:

  1. a scheduler to call and schedule the delivery by December 31st of this year.

  2. Order 1485 to be delivered THIS YEAR for the deposit paid THIS YEAR.

  3. a written explanation of why the order was delayed, everything in writing agreed by the company.

  anything less is unacceptable and if the order is not received and installed this year I have no choice other than to seek legal action against the company. Because in February I ordered a ****************************************** the company will *** me a discount on what I've already paid.

  
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 10/23/2024

  To clarify, I was dealing with ***** at the ******* branch. Initially I called all three branches, *******, ************ and ******* looking to swim in a swim spa.  I was able to visit ******* to test the product.

  I was told my order submitted at ******* would ship from ************ due to its closer proximity to my home. I did drop off payment at ************ so I cannot clarify where order 1485 resides besides my sales person was *****.

  I do not see Concord listed on their website, is this location now closed?

  Please let me know if you have further questions.

  Thank you

  Business Response

  Date: 10/24/2024

  Good afternoon

   

  This swim spa is expected to be able to be delivered within 8 weeks or so by current projection.

   

  Thank you for your assistance in this matter,

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22311543
  
  I am rejecting this response because:

   

  On 10/10 the response was 6 -8 weeks. Now the response is 8 weeks or so.

  This is not a scheduled date and scheduling has not contacted me to ask for a delivery DAY. 

   

  8 Weeks will be December 20th. Pick a day and tell me you will tentatively schedule for December 27th or 30th and call me.  This has not happened and likely will not happen because of the '8 weeks or so' means they still have no idea.

  I asked if the unit is in their warehouse yet and I have not received that response. I asked for financial compensation, and I have not received that response.

  I need more details and more specifics and not empty promises. I will keep the complaint open until any progress is made. 
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 01/07/2025

  Last year February 6, 2024 I purchased a unit from this company, still no delivery. I filed complaint ******** requesting weekly updates for my order and the company stopped responding so I cannot update that complaint. This year I am filing a new complaint after contacting the Attorney General, the company has still not responded with any information about the unit. I want to know two things. Is the unit in your company warehouse currently? When will the unit be delivered to my location? I request a response or a refund. 

   

  Desired Outcome:

  I request an explanation, apology, billing adjustment and delivery and testing of the unit.

  
  

  Business Response

  Date: 02/06/2025

  Hello,

   

  This swim spa unit is scheduled to be sent very soon, possibly as early as the end of February, however I can't provide an exact day and time at this time.  I will as soon as it becomes available,

   

  Thank you for your help in this matter,

   

  Backyard Leisure Ralegih 

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22311543
  
  I am rejecting this response because:

  It has been a full year you have said the pool is coming and I do not believe you. I do not ask for the delivery from you anymore or any other stipulations from previous writings.

  I am telling you I want my full refund immediately or there will be legal action. You have 24 hours to reply.

  I will keep this complaint open until I receive the check, the money is deposited and the funds are verified.

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/21/2025

  Good morning

   

  We have received an update on this order.  The current projection is delivery by the 2nd week of April.  If this is still not able to be met for delivery then Backyard Leisure will issue the customer a full refund for this purchase and process a cancellation. 

   

  Sincerely,

  Backyard Leisure Management

   

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22311543
  
  I am rejecting this response because:

  'the current projection is delivery by the second week in April'

  This is not a delivery date and I still have not received a call from the company or the owner.

  I already said I do not accept any resolution besides a full refund. How about not stalling another 6 weeks when I already know my order cannot be delivered and issue the refund in full now.

  I demand my money back now. I have already sent my demand letter in through the attorney general demanding a full refund. No more warnings no more delays.

  Send my full refund. My last correspondence on February 7th I said you had 24 hours to respond (or there would be legal action) and you responded February 21st. 

  You have had possession of my money for over a year. Return the full amount. That is the only resolution.

  
  Sincerely upset,
  
  **** *****

  Customer Answer

  Date: 02/26/2025

  I purchased a swim spa from Backyard Leisure on February 6, 2024. I was told the delivery could take around 3-4 months but was cautioned it might take longer. So, expecting 4-6 months maybe, I kept calling and emailing. It is now over 8 months and I cannot get a phone call or email returned to confirm they have even taken delivery of the unit to their warehouse.I feel the only way to get a response or resolution now is to file a complaint. I have no confidence I will see my delivery this year. I would appreciate a response with an explanation and weekly updates until such time as the delivery is scheduled. I also expect financial compensation due to the inconvenience.

  Business Response

  Date: 02/27/2025

  Hello,

   

  We responded to this complaint already but not sure why it is asking for a separate response.

   

  However we are going to be able to deliver this unit by the end of April or offer the customer a full refund.

   

  Thank you for your assistance in this matter. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22311543
  
  I am rejecting this response because:

  To restate. Give me my refund now. You cannot deliver my order. I demand a full refund immediately. Do not wait until the end of April when your last reply was the second week in April. 

  You are stalling and have no intention of returning my money, you leave me no choice but to file a lawsuit against you.

  
  Sincerely upset still,
  
  **** *****

• Initial Complaint

  Date:12/09/2024

  Type:Sales and Advertising 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 January 24, 2024 I placed a $3271.00 deposit in the form of a personal check #**** with Backyard Leisure located at *********************************** *******, ** for swim spa with remainder of balance to be financed. Estimated delivery of spa was May 2024. Starting June 2024, I made several attempts to contact Backyard Leisure manager, **** ********, regarding delivery status of ordered ***. Any/all attempts to speak with **** ******** were either disconnected or I was informed that Mr. ******** was out of the office. Any/all messages asking **** ******** return my calls were never returned.On August 26, 2024, I contacted the spa manufacturer, *********, located in ***********, **, ****** to find that our spa had not been ordered through Backyard Leisure. The ********* representative contacted **** ******** on my behalf requesting that he contact me the same day. Mr. ******** did phone me at approximately 2:06 p.m. on August 26, 2024 and stated that he could place another order for our Hydropool spa. I asked for verification in writing via email with a statement from **** ******** stating that if the spa was not delivered on/before October 11, 2024, that I (****** *******) would receive a complete refund of our deposit in the amount of $3,271.00. Mr. ******** then asked if I would consider signing off on the financing paperwork as if we had already received the spa so that Backyard Leisure (or himself) could receive complete payment on the spa. Naturally I refused. Mr. ******** did provide email stating full refund of the $3,271.00 if spa was not delivered on/before October 11, ******** was not delivered on/before October 11, 2024 and all communication after this date between myself and **** ******** were always promises that Mr. ******** would contact the payroll/accounting department of Backyard Leisure in order to issue our deposit refund in entirety. As of this date, December 6, 2024, I have not received any monies from Backyard Leisure. Only excuses.

  Business Response

  Date: 12/10/2024

  Good morning,

   

  This refund request has been sent to accounting but is still in process, we expect the refund to be delivered to the customer somewhere around Mid January.

   

  Thank you for your assistance in this matter, 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22650251
  
  I am rejecting this response because: As an LLC, Backyard Leisure has the responsibility for the "duty of loyalty" and "the duty of care" as well as providing any/all products ordered within "a reasonable time period".  None of these operating agreements have been carried out by Backyard Leisure.  Additionally, I do not believe that Backyard Leisure, LLC will be a solvent company in January 2025.

  Most importantly, **** ********, Manager of Backyard Leisure, LLC has promised on several occasions since his email dated August 26, 2024 for a complete refund of our original deposit of $3271 which I have not received as of today's date of December 11, 2024. 

  Therefore, I give Backyard Leisure Seven business days (Friday December 20, 2024) days to provide a complete refund of our deposit in the amount of $3271.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/25/2024

  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.

  My wife and I elected to purchase a new Bullfrog Hot Tub during an in-store visit on 10/26/2023. We placed a $1,000.00 deposit at that time, and purchased their "white glove delivery service" and were told the new tub would arrive in "8-12 weeks". Additionally, were instructed that we could finance the rest of the balance through ******** ******************* To do so, we had to start making payments immediately, even though the hot tub may not arrive yet. The hot tub never arrived! After the 12 weeks, we started calling approximately every three weeks. At each call, we were promised a new delivery date, were given excuse after excuse (I have documentation of each call we made and their response) and eventually it was apparent they were contradicting themselves and lying to us. Realizing they were having cash-flow problems, I offered to pay in cash for the remaining balance if they could deliver the hot tub. After all attempts, we mutually agreed to cancel my order and refund my money, except that they stopped taking my calls and email and never refunded any of it. I was able to report them to ********, who tried to reach this business but never got a response but refunded our monthly payments at a loss to themselves. Yet my initial refund of $1,000 with this business was never refunded. Within the last several months, it is noteworthy that their business phone line no longer works consistently (but when it does work, they say they have been having technical difficulties intermittently). Yet the business remains open. I have tremendously detailed notes of all interactions with this business and can provide upon request.

  Business Response

  Date: 10/10/2024

  Hello,

   

  This customer's order has been canceled, their deposit is being refunded back to their credit card, and it should appear back on the card within a week.

   

  Thank you,

  Customer Answer

  Date: 10/12/2024

   
  
  Complaint: 22338070
  
  
  
  I am rejecting this response because:

  As of today (Oct. 12, 2024) at noon, I have seen no refund in my account.  The communication by the business states that I will see a refund "within a week".  This is AFTER the BBB response window closes.  Therefore I request that you follow up with me after a week has passed.  (Please note that I will be traveling out of the country from Oct. 20th to November 3rd and may not be able to respond during that time frame.  Therefore, I request that you please adjust time-frames for future responses from me accordingly.)

  This business has a history of promising me refunds over and over again and then not delivering.  As well, they continue to not take my phone calls.  Additionally, I sent them another request for refund through an email and they have not responded.  This is to an email address that they have used to communicate back and forth with me in the past.

  Therefore, I reject the business response until I actually see the full refund in my account!

  
  
  
  Sincerely,
  
  
  
  Seth Tabb

• Initial Complaint

  Date:07/29/2024

  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.

  In February we placed an order for a hot tub. They insisted on a cash deposit of 10%. Expectation was 2-3 months. After multiple delays and horrific communication. This company does not care about your concerns once they have your money. They will not be a company you can work with if you have a problem with your pool or spa. We just requested our deposit back and now are getting the run around on that. Sickened by businesses that feel like this is good policy. We would like our deposit returned period.

  Business Response

  Date: 07/29/2024

  Good morning

   

  We apologize for the delay the customer is experiencing but it is looking like the tub should be shipping quite soon.

   

  We are unable to cancel the order at this time, we apologize for any inconvenience.  We will update all parties involved as soon as the ship date is available! 

   

  Thank you for your assistance, 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22054480
  
  I am rejecting this response because: We have requested a return of our deposit for a product that has not been delivered. Too many months have passed and we indicated that we were no longer satisfied with working with your organization due to lack of communication and terrible customer service policies. The only resolution to restore faith in your business is to issue a refund or we shall seek legal action. 
  
  Sincerely,

   

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

  Business Response

  Date: 08/03/2024

  Good afternoon

   

  We are unable to cancel this unit as it is close to delivery.

   

  We are not able to provide a delivery estimate but it should be 4-6 weeks from now by current projection.

   

  Thank you for your assistance,

  Backyard Leisure Management 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22054480
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/11/2023

  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.

  On June 9, 2023, I went to Backyard Leisure to purchase an above ground swimming pool. I paid $7500 in full for the pool and installation on this day to obtain the pool at this price. I was told that the pool would be installed within 2-4 weeks. I was originally scheduled for the grade and installation on June 28 and 29 from ***** noon. No one arrived between these scheduled hours to perform the service. On June 29, I called Backyard Leisure and spoke with *****. He spoke to me in an extremely unprofessional manner. The phone call was disconnected due to the lack of professionalism. After that conversation, he called me back to reschedule the grade and installation. My new dates were July 5 (grade) and July 7 (install). On July 5, the driver (male) was very unprofessional in his actions and tone. To do the grade, he wanted to uproot one of my fence posts that was cemented into the ground instead of rolling back the chain link to gain access to my backyard. At the conclusion of the grade, he didnt roll the fence back into its original position before the grade was performed or replace the hardware to the fence. I was told that a larger piece of equipment would be returning that there was no need to reattach the fence. On June 7, 2023, the installers were supposed to arrive between 10am-2pm. The installers arrived at 5pm. Around 6pm, the installers left since it started to rain. I called Backyard Leisure today to find out when the installers would return. I was told that the installers would return next Monday (July 17, 2023). I have pool materials sitting around my backyard, damaged fence, and the base of a pool sitting in dirt. I asked to speak to the owner, but I was told that the owner doesn't speak to the customers. I have cooperated with Backyard Leisure in every way, but their actions has not been reciprocated in the same way. The money that I have paid is sitting in their bank account while I have a big hole in my backyard with no pool.

  Business Response

  Date: 07/11/2023

  Good morning,

  To address these concerns here are our answers below - 

  "Told 2-4 weeks for installation" - This customer purchased on 6/9/23 and was scheduled for ground preparation on 6/28, with the build on the following day 6/29.  This would have been within that timeframe.  However, when we arrived to do the ground preparation, the customer told us she had to leave and did not want us there while she was not there.  So we had to reschedule.  We had driven an hour to be there on her scheduled day.  

  The new dates were July 5th & 7th.  On July 5th we arrived to do the ground preparation, but the customer did not supply adequate access to the pool site for our equipment, which was outlined in her signed installation agreement(attached).  The customer had us roll up a section of fence to provide access (not Backyard Leisure's responsibility).  Then the ground was graded to the customer's wishes. 

  On the 7th when the installers arrived to perform the build, it was raining and the pool site was too wet to be able to correctly build the pool.  Therefore it had to be rescheduled.  The next available date was the 17th.  The pool site is graded, and the pool kit is on location ready to be built, but the customer is demanding we build it sooner than the 17th, which is not possible.

  If the customer had been present on site on her original scheduled days, then it would have been built in the 2-4 week timeframe.  Even with rain delays, if the customer allows us to proceed, it will be installed around 5 weeks from the original date of purchase. 

  A refund is not acceptable due to the above reasons.  

   

  Thank you for your assistance with this matter,

  Backyard Leisure Management 

   

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20299753
  
  I am rejecting this response because:
  

  On June 15, I was emailed the appointment information. The appointment times that I confirmed via email on June 16 was for June 28 (grade) and June 29 (build) from 10am -12 noon.  No one arrived on June 28 between ***** noon.  *****, I never told anyone to leave because no one arrived.  Additionally, I confirmed the date of install on June 16 via email for June 29 between ****pm.  However, I was told that there were no available appointments for June 29.  This was very puzzling to me because I had already confirmed the date previously by email.
  
  On June 29, 2023 (about 10:30am), I called Backyard Leisure and spoke with *****.  The tone that he was using to me was completely unacceptable and unprofessional.  He told me that I would have to pay an additional $300 for the grade.  In my experience, appointments are scheduled for a reason.  He was consistently overtalking me, and I wasnt able to speak at all.  I told him that I would just call back later.  Within minutes, ***** called me back and apologized.  He told me that he had looked up my appointment and saw the time that my appointment was scheduled for the grade.  At the conclusion of the conversation, I was now scheduled for the grade on July 5 and installation on July 7 (10am-2pm).
  
  On the day that the driver arrived (July 5), I had to endure the constant negative criticism from the man who arrived at my property to grade.  Initially, he wanted to uproot my fence post that was cemented into the ground which included the gate to the backyard. Doing this would have damaged a large portion of my fence.  In conclusion, he rolled the fence back on the right side of the gate to gain access to the backyard, but some of the hardware was missing afterward.
  
  On the day of the build (July 7), my scheduled appointment time was from 10am-2 pm.  Once again, no one arrived during these times.  Instead, the crew arrived at 5pm.  I knew they would not have enough time to install the pool.  The pool materials were placed on my property.  I was told by the crew that they would be returning the next week (July *****) since it was a slow week with minimal installations.  I called on July 10 to find out when they would be returning to build.  I was treated with complete disrespect.  Since the materials were placed in my yard, I wanted the pool to be built this week. I was told that is not going to happen. Afterward, I was hung up on. It is very puzzling that the materials were placed in my yard when the next available appointment is on July 17th. I feel that appointments are made for a reason. I was told several times No problem and Ive got you. In actuality, their customers have to meet the companys demands in terms of appointment times even after confirmation.
  
  Also, I scheduled an appointment with the fencing company for today (7/11) at 9am.  The appointment was kept and the repair cost is to be determined. At this point, I simply want the materials picked up and a full refund.  I never asked for this chaos to occur.  I have attached the series of emails confirming these appointment dates that was scheduled and confirmed.

  Sincerely,
  
  ***************************

  Business Response

  Date: 07/11/2023

  Good evening,

  Backyard Leisure was not informed by the customer until the day of her grading, that she was not available after 12:30pm on that day.  We were not informed until we arrived to do the work.  That is what caused the rescheduling.  

  Then when her new date arrived for grading, it was done.  However Backyard Leisure is not responsible for access to the pool site, that is the homeowner's responsibility, as outlined in her signed installation agreement.  

  When we showed up to do the build, we were unable to, due to rain.  This is not Backyard Leisure's fault.  It is currently on the schedule for this upcoming Monday.

  No refund will be available at this time. 

  Thank you for your assistance in this matter,

  Backyard Leisure Management

• Initial Complaint

  Date:05/28/2023

  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.

  Hi, We bought a new hot tub Sunday for almost $13k. We were never informed it was actually a USED hot tub. We were only informed it was a 2022 floor model (sitting empty like the rest of the floor models in the store) so decided to buy it. Upon delivery after work I noticed it was dirty. Like very dirty. After inspecting it (and taking pictures) I noticed it was USED and already needing replacement parts. Upon contacting the store I was informed by our sales guy he had meant to clean it and replace the filters before delivery but he'd forgotten. I explained the issue is we were sold and paid for a NEW hot tub, not a used one. He ignored that and tried to offer a cleaning and free replacement parts. I just emailed him again but he is pretending this is a miscommunication. It is not; it honestly feels fraudulent. I have his admitting he sold us the hot tub knowingly in email. As of now I have a hot tub that I'm uncomfortable using because as soon as we hook it up our warranty would be cancelled (because they aren't hooking it up) and it's already used AND already needing replacement items. I told him I either want a 50% refund, which is current rate for a used hot tub, OR a 100% refund and he can pick it up. Replacing our hot tub with an actual new hot tub supposedly isn't an option due to there being no more 2022 models stocked. I don't know if I need to contact you, or my ************ or even the police as this feels so wrong for a business to do this. I'm beginning with you. Please help. I have pics on my ****** of all including the email. I will send this then upload pics. If pics aren't uploaded please email me so I can attach to email? I'm unsure if I can add pics in or not after I submit. Thank you so much!

  Business Response

  Date: 06/02/2023

  Good afternoon,

  This customer purchased a floor model ******** brand spa from ** on 5/21/23, and it was delivered 3 days later on 5/24/23.  The customer was able to see the model they were purchasing, and chose the accessories to go with it. 

  The attached paperwork shows that it was a floor model they were purchasing as well.  In addition, the signed paperwork shows - "All sales final!  No returns, exchanges, or cancellations on any major ticket items."  

  Additionally their signed installation agreement shows under Customer/Homeowner's Responsibility - "all aspects of electrical hook ** in accordance with the manufacturer's requirements, as well as any local requirements that there may be."  No warranty will be voided, in fact it is necessary for the homeowner and their electrician to provide the hook-up.  

  The floor model they purchased was heavily discounted over a new model, $4,078 discounted vs an equivalent new 2023 model.  

  Regarding the cleanliness, there is what appears to be some minor dirt or waterline that appears in some of the photos.  These are in areas not readily visible to the store staff or the customer - until the customer began filling up the spa.  We apologized for the inconvenience, and offered a cleaning service be done, as this would normally be done in the showroom, but wasn't noticed.   We also offered 2 years worth of filters and a year's worth of chemicals as compensation.  Backyard Leisure is still willing to offer this for the inconvenience.  However, a 50% or 100% refund/cancellation is not negotiable, per our sales agreement signed by the customer.

  In no way shape or form is this hot tub "used."  It was never delivered to a customer's house, nor was the warranty activated until delivered to this customer as the first owner.  This hot tub had water in it one time while on display, then was drained to be moved around in our showroom.  This is common of most hot tubs.  The dirt is easily cleanable and will cause no issues of any kind.  

  Thank you for your assistance in this matter

  Sincerely,

  Backyard Leisure Management

  Customer Answer

  Date: 06/03/2023

  
  Complaint: ********
  
  I am rejecting this response because this company is rationalizing their unethical behavior with semantics and disclosing misleading facts to cover the essential point of our complaint: we were charged top dollar on a used hot tub that has indeed been used. It was never disclosed to my husband nor I before or at the time of purchase that the empty, new floor model we were purchasing was, in fact, a previously used hot tub, much less a wet floor model hot tub already in need of replacement parts. 
  

  1) Used is USED. Whether by customers or the store makes no difference. We purchased an unboxed, unused floor model- not a used (or wet as they call it) floor model with rust, mold, dirty chemicals, water and old filters. This tubs used condition (a) wasnt disclosed (b) wasnt discounted. 

  2) We have NEVER filled this spa with water nor even connected it to the electrical system. It is sitting outside on our patio where it was delivered, and had been since the day it was delivered. I took pics and emailed company my concerns immediately after work when I saw it. We do not feel comfortable using it. Especially now as we have no trust in the integrity of that store. 
  

  3) Have you seen the pictures? A) An inch of water was actually sitting in it upon arrival! B) There was no water in it at the store a few days earlier so how/who put it there? C) We wonder if it is even the same floor model we saw in the store/ a switch and bait tactic. 
  

  4) Please see email from store to me on May 26, Friday, where dealer stated he got used tub from another store. This possibly explains why there is water in the tub and rust on hot tub that we didnt see on it in the store? IDK. Weird.  

  5) It dont let me attach the 2022 pricing via ****** online. Where can I email it?
  

  6) We went in for the A***** model but was told ALL the 2023 hot tub model prices increased by 25%. The $4k+ difference mentioned is misleading as salesman is comparing apples to oranges and including the 2023 increased percentage, not the actual price of the already discounted 2022 model.  

  We bought with the **model because we were told it was normally priced 25% less due to regular 2022 pricing as 2023 pricing was 25% more. We were told there was no **model for 2023 but this new 2022 floor model was discounted to make room for ***************************************************************************************** the store. 
  

  7) FYI: the ONLY hot tubs filled with water in their store (out of 20+) were 2 of their huge, new model demo hot tubs.
      There was no reason to believe or ask if this hot tub model we bought was used as it was a smaller model.  We also did not see any water in it, at all, at store. Yet, dirty chemical water was in it upon deliverywhy? 
  

  8) We truly believe this is a fraudulent business. We have pictures and emails to support we did not receive a new hot tub or opener floor model but instead recorded a used hot tub, possibly even directly from another store. 

  9) If this local business isnt going to fix this issue what is BBBs recommendation? Please help.
     Could you directly contact the manufacturer for a second opinion on this matter, find out if this is indeed acceptable business practices and what the 2022 accurate pricing was on our date of purchase? And discern normal pricing difference between an out of box floor model versus a wet floor model in need of replacement parts? Im confident ********s manufacturer would not be okay w/ this stores unethical business practices as they take a lot of pride in their product and marketing (which is why I chose their brand). Im done dealing with this sales guy as he is doubling down on his position and cant seem to understand $12,700+ is too much to pay for a USED, rusting hot tub. 

  If you need any/ALL pics or emails again let me know. 
  

  Sincerely,
  **************************

  Business Response

  Date: 06/05/2023

  Thank you for your assistance, here is our response to the customers points - 
  
  
  1- Hot tub is not used.  All hot tubs get water put in them at one time or another.  A "used" hot tub is one that is delivered to a customer and used by the customer.  If it is a showroom model, it is simply that, a demo or display, which was disclosed to the customer, they knew they were getting the floor model that was in front of us.
  
  
  2 - We did receive photos, we apologized and offered to clean the dirt that was behind the seats that was missed.  I have attached some more photos that the customer sent me.  The dirt is very minor.  It can be cleaned so easily, we understand the customer was still frustrated and offered to do it urgently, as well as bring them some extra filters and chemicals free of charge for the inconvenience.  But the tub is in fantastic condition overall, it just needs a once-over behind the seats.  
  
  
  3- The hot tub is the same and this can be verified via the serial number on the bottom of the unit.  In the photos I saw there was very little water.  This water is either rainwater, or water from the plumbing.  When a hot tub is tested at the factory and shipped out, it will have a small amount of water in the plumbing that will collect in the footwell of the unit during transportation.  The same goes for if it is filled up on display.  This is normal and expected. 
  
  
  4 - Again, this hot tub is not used.  They knowingly purchased a demo unit.  
  
  
  5 - Hot tub pricing found on the internet is not relevant, as every single geographic region will have different hot tub pricing.  The unit the customer purchased was displayed with a 10% floor model discount, and they received a 15% cash discount on top of that.  In addition, the new **** model is at least $4,000+ more than what they paid for a demo model.
  
  
  6 - I am not sure I understand this point.  The customer cannot purchase a **** R series because they no longer exist.  They purchased a floor model, and no discussion about ever having been filled with water ever took place. The customer did use our floor model A9L ******** to test out many different Jetpaks.  This unit was shown with the same 10% floor model discount as the one they purchased and was clearly shown with water. 
  
  
  7 - All of our available ******** floor models were displayed with 10% off for the demo unit.  This includes the dry and wet floor models, and the one the customer wet tested, and the one the customer purchased.  
  
  
  8 - All hot tubs have water in them.  Always at the factory, and sometimes in the showroom.  The customer never asked anything about this, we would gladly have told them which did and did not have water in them at the showroom level.
  
  
  9 - All pricing is region specific.  No pricing from online or other dealers is relevant, as they would be in different regions.  The customer was told all the discounts they were receiving (floor model and cash) and what the price would be for a comparable **** new unit.  They opted for the demo unit.  The customer purchased the tub after viewing it in person.  We offered to clean anything that was missed behind the seats.  It is an easy fix that we are happy to do, we also offered compensation for the inconvenience.  
  
  
  Thank you for your assistance in this matter,

• Initial Complaint

  Date:05/26/2023

  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.

  I purchased a swim spa in August 2022. I was told to be prepared for approximately 6-9 months for delivery. I was told in March 2023 it would delivered between April and June 2023. I have heard nothing since. I have called at least 3 times on hold for manager who never picks up, I have emailed several times since with no answer. I either want by swim spa by June 1 or a full refund

  Customer Answer

  Date: 05/26/2023

  *******,  ** ****************** location 

  Business Response

  Date: 06/02/2023

  Good afternoon,

  Backyard Leisure would like to apologize for the lack of communication.

  Management checked into this and it looks like there has been some email correspondence between the salesperson and customer on March 21st, May 27th and June 1, as well as some beforehand.  June 1st it was relayed to the customer that the current projection is *****August 2023.  But we will supply more frequent updates to make sure communication is maintained. 

  We will have the sales person reach out with management's contact info as well just in case another thread of communication is needed.

  Thank you for your assistance !

• Initial Complaint

  Date:04/12/2023

  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.

  Purchased a pool from Backyard Leisure in Nov. 2022. Payment was made to them through a loan company in full in Nov. They called and scheduled a build for our pool in Dec. and said they would be there Jan. 9th. At the end of Dec. they called back to reschedule for Jan. 16th. They came on the 16th and said they would be back the next day to continue the work. Waited all day, no one showed or called. Called the next day to make sure they were coming so as to not have to wait all day for no reason. They showed up and found out that the hole they dug was not even big enough. They kept saying they would be back the next day and they would only show up half the time, causing us to waste time and lose money as my husband was not able to start a new job. We did have issues with water coming up in the ground but that is no excuse to not show up when you say you will. The workers kept telling us about the other jobs that they were working on on days they were supposed to be at our house. So after 3 months we started calling ***** to find out what the deal was. They told us that we could either pay an additional ***** dollars to get the job done now or we could wait until spring when the ground dried up. I felt this was a shake down because they knew that we needed to get this done. We could not use our yard because it was a mess due to all the equipment. That meant that we could not start working in our yard because they would have to bring more equipment in whenever they decided to come back and try again. So, we paid the extra money for them to come and get it done. We waited another week and they finally showed up to finish, but they never finished. That was the beginning of March. We keep calling and nothing is happening. It is now April 12th and we decided to go ahead and bury the pump and purchase a box for it ourselves at additional cost to us. This is after we paid the extra $3500 to go ahead and get the rest of the build done. We called ***** at the beginning of March to get the concrete scheduled and he said he would call us back to let us know when they would be there. March 16th and we never heard back from him so we called him again asked if we could get the $6000 and change to pay another concrete person ourselves. He said that we could not do that but he would get this scheduled Again he said he would call. Never heard anything from him so I called the ************* on April 4th and he assured me that I would hear back from ***** on the following day and even gave me his cell phone number so that I would be able to contact him directly. The next day I never received a call from him so I texted **** to let him know. I gave it until the following week to call back. My husband called back and spoke with ***** and he said he would have ***** call us back. The next day we never heard back from anyone so I decided to call the store. I called all day long on Tuesday April 11th. I called both the store and ****** cell number and could not reach anyone until after 5. ***** answered the phone and said that he had texted and emailed ***** and that ***** would call us back. I explained to him that I did not feel confident that that would happen given the fact that it had been almost a month since we heard from him and we keep leaving messages and still nothing. I explained my frustration and said I really did not know what to do at this point and that I didnt want to contact an attorney and he got all defensive and told me that he could no longer talk to me. I understand that getting something scheduled may not happen overnight but it has been over a month since we talked to ***** about it and not even heard an estimated time frame as to when this will happen. We can not get ***** to return our calls and **** giving me his cell number did no good if he will not answer his phone.

  Business Response

  Date: 04/18/2023

  Good evening

   

  Concrete was done at this customers house on 4/17/23.  Everything is good now as far as Backyard Leisure is aware.  Management is following up with *************** to ensure everything is satisfactory.  

   

  Thank you for your assistance in this matter. 

  Customer Answer

  Date: 04/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************