Complaints

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

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• 

  Explore Industries

  2901 Leisure Island Way Knoxville, TN 37914-2862

• 

  Leisure Pools And Spas Distribution Canada

  7200 Hwy 27 Woodbridge, ON L4L 1P5

  
• 

  Leisure Pools New Braunfels

  947 State Highway 46 S New Braunfels, TX 78130

• 

  Explore Industries

  3567 S Interstate 35 STE 103 New Braunfels, TX 78132-5268

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:03/21/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Contracted locally in May of 24 for a 30' Illusion Fiberglass Pool, Color Ice Silver by Imagine- which is also Explore unbeknownst to us at that time. 8/6/24 construction began. After pool was installed we noted a crack in the corner of the tanning ledge. We notified contractor immediately and ***** ***** from Explore wrote on 9/30/24. manuf. stated in writing "no repairs can be done unless outdoor temp is an ambient 70 degrees to ensure proper repair. The ideal range for repair is 77 degrees gel time. Gel coat should not be used below 65 degrees F as curing may be adversely affected." We were placed on the spring schedule. Emailed ***** with concerns 9/30 and 10/15- she never answered. Emailed again on 11/4/24 when we observed a hole in the bottom of the splash pad. ***** responded stating that would be added to the spring repair. Without prior notice the tech calls on 3/12/25 am stating he's in town and wants to come today to repair. I reiterated the temp specifics and he said that wasn't true it didn't matter. Upon his arrival , we drained pool, we noted an area in the pool that was repaired prior to our receipt of the pool- the technician confirmed it was a repair. He found another crack and a total of 6-7 holes on the splash deck floor for a total of 9-10 defects in our brand new pool. The tech completed the work at 42 degrees outside air. He combined all the splash pad defects into 2 areas. The horrible shiny pictures are Unedited in full sun. Email to *****- return call- ***** to send supervisor here sometime in April 25. Says perhaps pool can be buffed or painted. Says this happens alot. This isn't satisfactory to us. The picture on the website shows a controlled factory indoor environment with technician in safety gear and a respirator mask. You cannot achieve that in my backyard for quality or safety. We ordered a first quality defect free pool. You failed. You also went against your own specifications making our repairs fail. A D- BBB rating is horrid.

  Business Response

  Date: 04/01/2025

  Mr *****
  
  Thank you for raising your
  concerns with us regarding the warranty repairs on your 30' Illusion Imagine
  Pool. We take these complaints very seriously and will ensure our warranty team
  respond to your questions as soon as possible.
  
  Please be aware that fibreglass
  products such as swimming pools or boats are repairable on-site and brought
  back to a first-grade finish. It is common to repair any issues on-site via our
  mobile warranty technicians.
  
  Our team will be in contact with
  you soon.
  
  Thank you
  Explore Industries

  Customer Answer

  Date: 04/02/2025

  
  
  Complaint: 23095991
  
  
  
  I am rejecting this response because:

  The scripted response from manufacturer is deplorable. Please refer to the original complaint. None of our questions were addressed. The pool was delivered and put into our yard with prior repaired defects and defects upon delivery and further defects noted  after it was filled. We received a defective less than first quality pool. We paid for a defect free first quality pool. You voided your own warranty standards when your tech performed repairs at 42 degrees- per your own documentation repairs cannot be made at those temperatures. Please see the original complaint for the “quoted” verbiage from ***** *****. Saying you can restore the finish on site and making us accept that as rectification of the issues at hand is not acceptable. You already attempted a repair and the pool looks markedly worse. You made it worse. 
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service 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.

  I ordered a pool from Leisure Pools in June 2022 with installation commencing late-2023 and into early-2024. As part of the original order, Leisure Pools pitched a DIY option, or a complete installation via a certified installer. I chose to have the pool installed by a "certified Leisure Pools trained installer" at an initial cost of $22,500. Leisure had me sign two contracts: one for the pool and equipment with Leisure, and the other for the installation. The installation contract was signed with a vendor called "Nationwide Fiberglass Pool Installations". When installation commenced in 2023, the installer was from a company called Top of Texas Pool and Spa, with no indication that they were the vendor I signed the contract with. Top of Texas commenced installation, but only completed 3/4 of the work when they left the job due to inclement weather. Over a 6-month period I inquired multiple times with the Top of Texas contact as to when they would finish the job; despite multiple assurances from the Top of Texas contact that they would finish, the work was never finished. I ultimately had to send a demand letter to Top of Texas indicating they were in default and owed me $8,000. The Top of Texas contact agreed via text that he would reimburse me for the unfinished work, but nothing ever came of it. My complaint with Leisure is that they use dubious pool installers, who are not licensed and bonded - so if the installer takes your money, you have no recourse - as was my case.

• Initial Complaint

  Date:10/08/2024

  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.

  We bought a Leisure Pool in 2022. In the spring of 2024 we noticed there was a crack in the pool. We bought a Leisure Pool because they have a lifetime warranty and we live 5 miles from the Leisure Pool location in Knoxville. We submitted the issue to Leisure Pools to the warranty department in early May of 2024. They said that someone would be out in June to look at it. A representative from Leisure Pools came and looked at the crack and said that it is now considered a floating pool because the sides are bowed inward. When I called the lady who deals with warranty's, she was rude and told us that the warranty would not cover the pool because there is an underlying issue. I asked how how she could determine that and she gave us a very rehearsed answer. I told her there is no way to determine that the crack was from an underlying issue or if the crack caused the underlying issue. She said she would reach out to the installer and try to find a solution. Now it is October and when we called her back she was very rude and said that once the underlying issue is fixed they could do something about it. We contacted the installer and he takes no responsibility for it and said it would cost us thousands of dollars to fix. I told the lady that fiberglass pools are not supposed to crack within 2 years of having it and she has a rehearsed answer as to why it is cracked. No one is taking responsibility for the crack. We did not crack the pool and they are trying to get out of honoring the warranty. No matter what I say or explaine or prove that there is a crack in our pool they keep coming up with reasons why they will not honor the warranty.

  Business Response

  Date: 10/31/2024

  Greetings,
  
  In response to BBB complaint ID 22394974, Explore Industries is providing the following background information and our proposed response:
  
  Originally the pool was sold to Fiberglass Pool of Knoxville on June 30th 2022. The pool was sold as a ‘second’ and discounted based on this aesthetic blemish.
  
  We received a service request on April 23rd 2024 stating there was a small crack at the bottom of the pool.
  
  The inquiry was vague and did not include photos. We immediately followed up with the customer and the next day we received more photos from Mr. Carrol.
  
  We dispatched a technician to the site on May 10th to review the situation. The pool was full of water. 
  
  Our tech noted sagging and bulging in the floor area, likely causing the crack and he was concerned about the stability of the pool. The tech connected with the independent pool installer and requested for them to drain and brace the pool to perform the repair.
  
  The crack was secured to avoid leakage with underwater epoxy putty.
  
  Our Sr. Tech, ***** ******** went back to the site on June 24th and identified an area approx. 48”x48” where the floor was not supported, which would have led to another failure if not addressed. Working with the installer, our tech recommended a flowable fill job. The opinion of our technician is the issue was started by hydrostatic pressure that led to the pool floating and cracking the floor. His opinion was that exterior water disturbed the floor base. We let the installer work with the homeowner on the repair of the pool foundation and confirmed we were available to repair the crack.
  
  Following that visit, Mr. and Mrs. ****** had multiple phone calls with ***** ******, questioning why they would have to pay for the resetting of the shell. ***** referred back to the floating diagnostic and forwarded the homeowner to the independent installer as our company does not perform installations or remediations of pool foundations. 
  
  On October 8th ******* **** received a call from Mrs. *******. ******* requested a few days to investigate. During that time he reached out to our technician, ***** ******** and he confirmed the pool foundation needed to be repaired before we could repair the shell. Then ******* **** spoke with the Dealer, ***** ****, and confirmed connecting with Mr. *******, about the process for the repair of the pool support. The Dealer mentioned providing a quote of a few thousand dollars to complete the repair and had not heard back from the customer.
  
  On October 10, ******* **** called Mrs. ****** and went through our understanding of the situation, confirming Explore could repair the shell but that the foundation issue must be addressed first. He also confirmed understanding that the pool builder provided them a quote for the repair. Mrs. ******* shared her disappointment and expressed she is expecting the repair to be performed under warranty.
  
  ******* explained to her our assessment that the pool floated and confirmed this was due to water pushing on the shell and was not covered by our warranty. He recommended for her to connect with her insurance to understand her coverage.
  
  Explore Industries is more than willing to help this customer with a repair, but the foundation must be repaired for the pool shell to be repaired.
  
  Sincerely,
  ***** *******
  Chief Commercial Officer

• Initial Complaint

  Date:09/19/2024

  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.

  March of 2022 I signed a contract with AquaMarine Pools. However, the installation didn’t occur until the end of 2022. Being so late in the year, we never had the opportunity to utilize the pool. It wasn’t until the summer of 2023 that we realize there was a large hole in the blue fiberglass coating in the deep end.
  When I address this with AquaMarine Pools they informed me they would solely pay for the repair. They would not cover the cost of chemicals, refilling the pool or having the pool braced. The repair was not done until November of 2023. We decided not to drain the pool in the middle of summer and with our current water restrictions here in Texas. After the repair was finished, we closed our pool for the season.
  Upon opening our pool in May 2024, we found yet another hole in almost the same exact spot as the first one.
  After informing AquaMarine Pools I was told they would not be covering the cost of water or chemicals again.
  I have made it perfectly clear that I do not wish to drain and refill an almost 20,000 gallon pool for the second time in less than two years.
  At this point in time, I don’t feel asking for a partial refund is unacceptable.
  
  This is a $75,000 purchase that we are talking about. Had this been a vehicle, I would’ve never had to come out of pocket for anything. Which I truly believe I shouldn’t have had to come out of pocket for any cost for that matter.
  I have tried working with Eddie from AquaMarine pools, in regard to the second repair. However, he informed me that it is up to Explore Industries USA, Inc. I have spoke with ***** from Explore Industries. However, she didn’t have much of a resolution. After I informed her we would not be simply draining that much water again. She was suppose to get back to me about trying to capture the water. I have not heard anything and it had been 2 weeks.
  I’m hoping we can find some common ground and get this resolved.

• Initial Complaint

  Date:11/21/2023

  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.

  Our shell cracked and the technician who came out explained the process to repair it. When we reached out to get the work started, we were told that the crack was due to possible ground shifting and would not be covered. When asked how they came to that conclusion, they told us the ground shifts where we live and if we wanted to take them to court, that was the only option. Very different story than what the technician told us.

  Business Response

  Date: 11/30/2023

  We thank the ***** family for being a Leisure Pools customer, and for bringing this matter to our attention. We’re sorry that the *****s have recently experienced an issue with their pool, but we trust that they have enjoyed backyard memories together since the pool’s installation in 2012. 
  
  Our team has been working with the ***** family to identify the cause of the damage to their pool and a potential course of action for repair. We certainly stand behind our products and our warranty. An on-site evaluation was conducted on November 5, 2023, and unfortunately it was determined that the *****s pool cracked due to ground movement - a condition for which our warranty does not provide coverage. However, the good news is that fiberglass pools are often repairable. Our team has presented the *****s with our conclusions and a potential action plan.

• Initial Complaint

  Date:01/04/2023

  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 the summer of 2000, we bought a 30 ft Allure pool from Leisure pools in New Braunfels.
  
  The coping on the pool was not completed until November of 2020. In April 2021, well within the one-year warranty, the tiles in the coping began to crack and loosen. We began contacting Leisure in New Braunfels at that point in time. They tried to say they were not at fault. We continued to ask them to remedy the situation because the installation was still under warranty. At times it seemed they were willing to help us and then would stop answering our calls and emails. At times they promised to come out and look at it, and simply would not respond or show up. They were, and still are, ignoring the pleas of a customer that paid close to $50,000 for one of your pools.
  
  Over the course of the lengthy period of us trying to get the situation remedied, more tiles have cracked and loosened. Eventually some even fell into the pool from the spa. The pool has become unsafe because of the loose and cracked tiles and it really needs to be fixed so that someone doesn't get hurt. We even asked Leisure in New Braunfels to recommend someone that could come look at it. They said they'd put us in touch with one of their masonry experts and then we never heard back. We followed up but it seems they have stopped responding.
  
  We have resorted to looking for outside help to fix or replace the travertine coping. One contractor told us he believes based on what he saw that the compound used to secure the tiles lacked any flexible component and therefore with natural shift of the pool, the mortar/grout and tiles cracked. We finally found a company that does repair work on fiberglass pools and coping and they have given us a quote of $10,000 to replace the coping on our now unsafe Leisure swimming pool.
  
  We believe that Leisure should either come fix or replace this at no cost...or give us the appropriate amount to get it done ourselves.

• Initial Complaint

  Date:10/20/2022

  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.

  I had a Leisure Pools Ultimate 35' Pool installed in May 2017. During installation, some spider cracks were noted and repaired during installation by a leisure pools representative. I was assured they would not recur. Also was told about he Lifetime warranty on the shell and Finish.
  2 years later in 2019, multiple large spider cracks were noted on the top of the hot tub area. I contacted Leisure pools directly and then can told to contact our installer. Ultimately, these were repaired 6 months later in Sept of 2019, again with the assurance they would not recur. The pool was closed a few weeks later and then reopened in Spring of 2020. The cracks reappeared, but given Covid and staff shortages, I understood this may take some time, but contacted my installer again in March of 2020. Nothing occurs even though we assured someone from Leisure pools would arrive in the fall. 2021 comes and goes and they said the same thing, with nothing occurring. 2022 starts and new person at the NJ installer was contacted and given all the information again. Despite multiple attempts by the installer, no responses from Leisure pools. In the 2.5 years from the cracks reappearing, they have significantly worsened. Now my pool is closed and nothing can happen until the spring. However, Leisure pools needs to fulfill their responsibility to repair the cracks or come up with a solution to tile while keeping my Autocover. Most importantly, they need to respond to years worth of inquiries to start the process of resolution.

• Initial Complaint

  Date:10/03/2022

  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 contacted Leisure Pools at the end of 2021 to assist us with a new pool installation and were told they would have the licensed Leisure Pool contractor for our areas reach out to us, which they did. We then put a deposit on the pool and waited. When the pool arrived, it came with footprints all on the bottom and on the steps of the pool. It was noticeable in the image of the pool as it was being lowered to the ground. As time has passed and with putting water into the pool, the footprints appear to be permanent and will not come off. We initially contacted Leisure Pools regarding our concerns and were told the Regional Manager would contact us. However, after additional attempts to get help with the damaged pool, we have yet to hear from anyone. We paid for a new pool, not what appears to be a damaged or refurbished pool. We also enlisted the help of another licensed Leisure pool dealer who also submitted a claim on our behalf, and they have yet to receive a response from Leisure Pools. We are requesting help with repairing or refunding what was to be a brand new pool, not a damaged pool which, from the pictures taken, came straight from the Leisure Warehouse.

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 14, 2022/10/27) */
  We thank Ms. ********* for her comments as it is our hope that every pool we deliver be accompanied with an equally high quality installation experience.
  
  The installer on the project has reached out to our Service Team so that these concerns can be reviewed.
  
  However, it is our understanding that the customer has presented legal claims against the installer. Due to this, we are not able to discuss any details in a public forum.
  
  It is our hope that all parties will be able to work together so that the ********* family can fully enjoy their swimming pool.

• Initial Complaint

  Date:09/19/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 fiberglass pool and spa shell and a full set of pool equipment from Leisure Pools (aka Explore Industries) as a DIY (do it yourself) installation. They required advanced payment for everything, which was processed prior to the shipment.
  
  The primary problems experienced were that the company reneged on their delivery of the pool cover, and they also failed to deliver more than half of our equipment without any advance warning - even though we had already paid for it. Some of the components, such as the pool skimmer, was also low quality and unsuitable for the installation.
  
  During the several weeks following the initial delivery of the shells, I tried to get them to deliver the remaining equipment. The company was very slow to respond, and they often ignored requests for updates on when the equipment would be delivered. Sometimes they would tell us that the equipment was shipped when in fact it was not shipped. This back and forth went on many times over several weeks and the company made very little meaningful effort to resolve the issues. Additionally, there were defects on the inside and visible surfaces of the pool and spa that were raised to the attention of the company including their management, but these issues were ignored.
  
  The service level of this company and their attitude towards customers is very poor. They wasted a lot of time in addressing these issues and never once showed much concern or initiative to solve the performance problems they have. They are also not trustworthy because they would tell a story to appease you, and then not carry through with assistance.
  
  Some of the equipment was eventually delivered, however there are still missing pieces and poor quality pieces, which those issues are unresolved. The resolution I want is a refund of the undelivered or unsuitable items: spa blower, skimmer, two GVA 24 valve actuators, and two VGB approved main drains. I also want them to fix the defective issues in the shells.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 14, 2022/10/14) */
  For more than 20 years, Leisure Pools has been helping families enjoy their well-deserved "Life of Leisure" through the delivery of a high-quality, one-piece, in-ground composite fiberglass swimming pool. In order to achieve the best customer experience, we have a network of independent, locally owned and operated dealers who have experience and knowledge with installation of our products.
  
  When there is not a dealer available within a prospect's area, we do offer a "DIY" option allowing a homeowner the chance to oversee and execute the installation of their pool on their own. It is our understanding that Mr. ****** wanted to go the DIY route and install the pool himself. We do offer select equipment and we do have the ability to provide an automatic swimming pool safety cover through a relationship we have with a cover company. However, this company does not typically offer covers directly to customers as they can be difficult to install.
  
  As with any construction project, there are challenges that must be faced. Typically, it falls within the natural relationship of the manufacturer, us, to work with the local dealers to navigate through these challenges. In this instance, it appears that there were some challenges presented but our ability to communicate with our customer was not clear and crisp. For this, we apologize. However, we are still committed to assisting this family with fully enjoying their swimming pool.
  
  Regarding this project, a couple of notes from our team. Yes, we do require payment upfront for all materials and yes, when we delivered the initial equipment, it turned out that we had a couple of items on backorder/ not in stock. We apologize for the communication issues between us in sending the missing equipment but our team did ship out materials from several sources in an attempt to deliver these items. We understand that additional parts may have been ordered by the customer but there was some confusion on how payment could be accepted. We also think there was some confusion on which parts were ordered as some items were on an initial estimate but not part of the formal order. We apologize for this process but hope that we can continue to work through any concerns our customer has.
  
  Regarding the pool shell, if there is a concern with the pool, our Warranty Team is available to review the concern. Our team was led to believe that there may be some minor "scratches" with the pool that were going to taken care of by the customer himself. To assist with this, our team had shipped out materials necessary for this work. If there is additional work needing to be done, we can provide a link to our Warranty / Repair Team.
  
  The pool cover is a unique situation. When the cover company learned that this cover was going to an unlicensed homeowner, they offered to take back the cover and refund the customer's money. When the cover did arrive at the site, it is our understanding that Mr. ****** refused to return the cover; therefore, he was provided with an option to keep the cover but there would be no warranty since he was not a certified installer. Eventually, he agreed to return the cover and it is our understanding that his money was refunded. We regret that we did not properly present the installation requirements that could have avoided this situation.
  
  It is our expectation that every customer has a great pool buying experience to match their high-quality swimming pool. We realize that this has not occurred with this purchase but hope that this family can still enjoy their pool and enjoy many years of happiness with their pool.
  
  
  Consumer Response /* (3000, 16, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The managers within this company, Leisure Pools/Explore Industries, lack any sincerity towards meaningful customer service. Mr. ***** ******* and Mr. **** ******* continue to make no effort to resolve the issues. The response they provided here is typical - its lacking honesty, it was delinquent, and is only fluff. It looks as if they have cut and pasted from the many other complaints they have. As of this date, no refunds have been processed for the missing and low quality items they provided. If Mr. ***** ******* and Mr. **** ******* had an interest in resolving these issues, they would have done so by now. We greatly appreciate the role of the BBB in warning other potential customers of the risk of doing business with Leisure Pools/Explore Industries. Good companies take customer service seriously - there are other options to choose from, so choose wisely. This company has a very poor track record of integrity and service to customers.
  
  
  Business Response /* (4000, 25, 2022/11/10) */
  We were concerned about Mr. ******'s comments and connected with our Financial team to verify that we had issued a refund for the automatic safety cover as we had promised. We can confirm that a refund check, in an amount of just under $10,000, was issued to Mr. ****** on August 31, 2022. According to our bank, this check was deposited on September 9, 2022. We believe that this is a strong representation of our customer service and willingness to assist our customer.
  
  Reviewing his statements further, he may be referring to one additional item: a "spa blower." We have contacted our Customer Service Team to confirm that this part was shipped and received.
  
  If there are any other parts or materials that are "missing," our team is not aware of this. We ask that Mr. ****** contact us so that we can review and address this.
  
  
  Consumer Response /* (4200, 27, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Mr. ***** ******* and Mr. **** ******* of Leisure Pools AKA Explore Industries, continue to stonewall this issue and continue to demonstrate their lack of seriousness. No one from their side has contacted me directly, since this complaint was filed, to even make any attempt to resolve the problem. Also, taking over a month to respond to the BBB complaint with no new information or assistance also shows they have no interest in helping. They are slow walking this issue as slowly as possible and when they do move a little bit, the information they are referring to is irrelevant.
  
  The additional missing parts were documented on the receiving shipping ticket, and signed for by their delivery driver to prove they were missing. They have a signed copy in their possession showing all the missing parts (as for the cover they referred to, they know the cover was not one of the missing items. They sold the cover to me then decided after they delivered it, that they could not sell it because they only wanted their internal guy to install it - this was never a requirement until the final day - this is another example, of a long string of poor customer service, but, in terms of missing parts, is not one of them). I also emailed a copy of the receiving ticket, which showed the missing parts, to several of them including their customer service and management on multiple occasions. There was never an effort to assist with resolving this issue and they continue to make no effort to resolve it.