ComplaintsforFamily Leisure

• Initial Complaint

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello. I usually will not do thisbut Consumer Beware DO NOT SHOP here..I purchased a very nice Massage Chair from Family Leisure as a Christmas gift for myself. It included a 2-year warranty! I requested service for the chair today. I was informed that there would be a $100 trip fee for them to come out. Of course, I paid the $100 due to the nature of this investmentbut I was very disappointed that the fee was never mentioned or not written in the contract with the warranty. One of the managers kindly told me that nothing is Free and someone has to pay these people. (Or I could load the chair on a truck and bring it back to them really?)While I truly understand that the customer also has a right to be informed at the time of purchase Customer/ Consumer Service is no longer important. Buyer Beware at Family Leisure!I also informed her that this would be an excellent training opportunity for their Sales people to always give full disclosure.

  Business response

  09/27/2023

  ***************************** purchased a massage chair from Family Leisure December 2022 and ad our team install it at her home. Our massage chairs carry a 2-year warranty against manufacturing defects and if installed by Family Leisure they have a 30-day installation warranty. ****************** reached out to Family Leisure August of 2023 stating that her massage chair arm needed servicing. Due to the fact it was outside of our 30-day installation warranty, she was charged for a diagnostic fee to evaluate what was wrong with her chair. Since she was still in her two-year warranty she would not have to pay for any additional labor or price of parts. Manufacturers do not pay for evaluations or diagnostic trips for products. 

  Customer response

  09/27/2023

   
  Complaint: 20508278
  
  I am rejecting this response because:

  The explanation and stipulation was not communicated to me verbally or documented at the time of purchase.
  
  Sincerely,
  
  *****************************

  Business response

  09/28/2023

  ******************, 

  We apologize that you are unhappy with this response. Do you have it in writing that it is covered? We will honor any written documentation of coverage at the time of purchase. 

   

  Thank you, 

  Customer response

  10/02/2023

   
  Complaint: 20508278
  
  I am rejecting this response because: There was no documentation provided. That is the complaint. 
  
  Sincerely,
  
  *****************************

  Business response

  10/18/2023

  ******************, your money has been refunded. Please note that this is the written notification of our service policy for future warranty issues. You have a 2 year warranty on the parts for the massage chair and 30 day installation warranty. We charge a diagnostic fee for all service trips and depending on the issue, there may be additional labor fees.

  Customer response

  10/19/2023

  Thank you. i have not received a refund. 

  Also, when they came to repair the chair, they installed a new chair arm that is black and my massage chair is brown.

  So now, I have a new black arm and a previous brown arm.

  Customer response

  10/19/2023

   
  Complaint: 20508278
  
  I am rejecting this response because: I have not received a refund and they installed a different colored arm(black) on my brown chair.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the Memphis store and spoke to one of the managers regarding my resent pool purchase and install since we found that it filter was leaking when we first tried to turn it on. They told me that there has been issues with the manufacturer send defective pump parts and they were going to have a crew come fix it since they were working in my local area that day (this is was around 10 am) but they couldn't tell me what time but that they would call me. Around 4 pm I called the office (the scheduling department) again because nobody had called or shown up, I was once again told that they would be at my home today to fix it. Absolutely nobody called or showed up to fix my problem and I spent an entire Saturday waiting around for nothing. This is incredibly frustrating and unprofessional, especially when I only have 2 days off a week to spend quality time with my children and instead of taking them somewhere I had to keep them home all day waiting for people who never showed up or even bothered to call, not to mention the week I won't be able to even use my pool. This is the second time I have had a pool installed by Family Leisure and both times there have been issues. I would like a call back from a leading manager regarding this and to have someone out here immediately to fix this pump which I paid for professional installation, not to mention the fact that this store is knowingly selling and installing products that are defective.

  Business response

  06/19/2023

  We have sent service technicians out multiple times to *********************** house to repair her filter issues. We ended up replacing the original filter with an upgraded one at no charge to the customer. Everything should be in working order.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Family Leisure replaced the liner for our above ground pool last June (less than a year ago) and it already needs to be repaired or replaced. In the picture attached, you can clearly see the liner has come out from under the intake valve (I believe that is what it is called). The website indicates liners have a 25 year warranty, but **** in the parts department (**********************************, Memphis, ** ***** location) said they only have a 30 day warranty. She could not provide anything that states or shows the 30 day warranty. She just kept repeating it only has a 30 day warranty. She did acknowledge that the picture I showed her was not normal and should not have happened. She also acknowledged that a liner should not have to be repaired or replaced in less than a year.

  Business response

  05/31/2023

  Family Leisure offers a 30 day installation warranty. The product warranty is attached.

  Customer response

  05/31/2023

   
  Complaint: 20121684
  
  I am rejecting this response because: it is clearly a faulty installation of the new liner.  The liner did not rip or tear. it is coming undone under the valve.  We did have several problems with the installation that we reported immediately and they had to send someone out more than once to correct.  They should have records of those complaints / corrections.  This particular issue did not present itself until we took the cover off this past weekend.  I would like an answer to this question:  If it was installed properly, how did this happen?  Even **** at Family Leisure stated it should not have happened and you should not have to repair or replace the liner in less than 1 year.
  
  Sincerely,
  
  *************************

  Business response

  06/15/2023

  After looking through your account, we have found out that the liner was not purchased at Family Leisure of Memphis. We can send out a service technician to repair the liner for you. The service fee is $150.00. We will not charge for the patch kit. If you would like to move forward please call our service department to get scheduled.

  Customer response

  06/15/2023

   
  Complaint: 20121684
  
  I am rejecting this response because:

  The liner was not purchased at Family Leisure because they did not have it in stock and stated they could not get it.  They advised us what to buy and where we could buy it.  Family Leisure did the installation.  We have already had the Liner repaired by the person recommended by Family Leisure.  He stated emphatically that it was an installation error and was extremely surprised that Family Leisure "wouldn't make it right."  Charging someone to correct your mistake is a shady way to do business. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov. 11, 2022, we paid Family Leisure (**) $658.49 to replace a leaking hot tub motor; we have no complaints about that transaction. However, in early March, we called ** because our hot tub tripped a circuit breaker. We paid the $164.62 service charge and they sent out a technician, who said it was the motor, but it was covered by warranty. He was unable to drain the tub because the gate valves were not working. He told us to drain the tub and he would try to get back that afternoon or as soon as possible. He said, if he didn't return, ** would call to reschedule. ** did not call so my husband called ** who sent out another repairman two days later. He replaced the motor and a gate valve. He said that the adhesive needed to set for 48 hours before we refilled the tub. When we did, the breaker blew again! We were charged $767.08 (including service charge) for replacing a gate valve ($200/hr labor cost seems exorbitant) and a motor THAT WAS UNDER WARRANTY. And it did not solve the breaker problem. That is $107.59 more than the cost of the motor and labor that we paid in November and it was supposed to be under warranty. We thought the problem might be the breaker, so we hired an electrician to check it. The breaker is fine, the electrician said the heater was the problem. Our problem is that ** misdiagnosed the cause, did not fix the problem, charged us $767.08, and our hot tub still trips the circuit breaker. My husband called ** and asked to speak to the service manager, who only talked with him by relaying messages through their service dept. clerk., offering no restitution; his "compromise" was to split an additional labor cost of yet another attempt to fix our problem. Why would we pay ** another nickel? We have bought two hot tubs from **, used them for needed repairs and all our chemicals and supplies in the past; but their inability to repair the problem and their disregard for our concerns have lost a longtime customer..

  Business response

  04/27/2023

  ******************* purchased a spa from Family Leisure December 2012. ************ called Family Leisure with a leak in the spa in October of 2022. Family Leisure scheduled a service call to repair the leak and repair the **** door. We determined the current leak was due to the pump seal and leaking jet. We replaced both items and track for **** door in November 2022. Upon installation of the motor, the technician noticed that the gate valve that stops the water from traveling to the motor was not working. We informed the customer that he would need to drain spa for any future repairs. 

   

  ************ called early March 2023 stating his 11-year-old spa was tripping his breaker. The technician troubleshooted the spa and believed that it could be due to the gate valve being half way closed. This restricted water flow to the motor causing the motor to surge, which could potentially trip the breaker or the motor to burnout.  Our technician replaced the motor under warranty at no charge to the customer. At this service, the tee handle blew out of the gate valve and required replacement in order to replace the motor. We charge a $200.00 an hour for our spa labor and $150 for the initial spa evaluation. This job took 2.5 hours to complete. ************ was charged for the initial spa evaluation, plumbing material, and 2.5 hours of labor.

  ************ then called back to the store 3/23/23 and reported to us that his spa is still tripping the breaker and had his electrician check it out and the electrician determined it was the heater.

  Family Leisure has decided that we will come out and replace the heater at no additional labor charge as long as he pays for the heater. $229.99+TAX

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a hot tub that I purchased from Family Leisure in March 2021. My hot tub started leaking a couple of months ago. I called to have a technician come to diagnose/repair the problem. Family Leisure will not schedule a technician without collecting $160 service charge up front. I paid $160 on October 3, 2022. A technician came out on October 10, 2022 and diagnosed the cause of the leak. He told us the parts would have to be ordered. Someone from their scheduling department called on October 12th or 13th and said they would return on October 24th to make the repair, but they would call the day before to give me a time. No one called Sunday, October 23. I called 3 times on October 24th to get a time. I was told "I see you on the schedule, but I can't tell you what time". I was also told, "they do the job that is furthest out first and work their way back towards us--so it should be soon". I also left a message on voicemail. My husband waited all day on October 24. No one called or showed up. I called again on October 25 and was told that the part is not in so she doesn't know why someone would have called and asked if I knew who I spoke with. I did not remember who I spoke with. That employee said she would check to see if the part had arrived and call back to let me know. She also rescheduled the repair for Monday, October 31. She did not call back. I called again today, October 26 to find out if the part had arrived. I was informed by ****** that the part has not arrived and that someone will call when it arrives. I just want the repair done. I don't mind taking a day off work to get the repair done. I just do not want to take off work to wait for a service call that does not happen. I am particularly bothered by the fact that $$ is collected before service can be scheduled but schedulers don't keep their word when providing service time/date.

  Business response

  12/07/2022

  ************** had an issue with a spa part. The part didnt come in on the original shipment from the manufacturer. Once we got the part in we scheduled the repair. The job was completed on 11/27/22. 

  Customer response

  12/14/2022

   
  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,
  
  *********************

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a hot tub that came w/o any operating manual and have made multiple attempts to access documents in order to program out tubs operating sequences and Fam-Lesisure has either told me they would assist and not followed up or not returned my calls. Someone in their ownership or management needs to get involved or I see some unfortunate business failure. I would not recommend this retailer for a long-term service relationship.

  Business response

  09/05/2022

  This customer purchased a hot tub second hand from another person. The person he bought the hot tub from didn't give him the manual. Due to him not being in our system and having access to which hot tub he now has, it took us some time to figure out the correct manual. This customer should be satisfied now. 

• Initial Complaint

  08/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 26,2021, I returned a Perma salt system to Family Leisure, 2120 Whitten Rd, Memphis 38133. 901-371-9090. It was valued at $703.17. When I gave my receipt to the cashier she complained that the staff that sold it to me did not put my name on the sale. After a call to the manager, she worked for several minutes on my refund. I do not remember her taking my credit card, but Family Leisure says they have video that shows me giving my card to the cashier. I was told that i would receive my credit in 3-5 business days. After 2 weeks, I still had not received my credit on my card. I tried to contact Family Leisure several times but no one would return my calls. After finally getting in touch with them I was told they had credited a Visa card with an account number I do not have. The purchase was made with my Mastercard. I have contacted my credit card company twice, but there is no pending refund. I have filed a dispute with Mastercard. Family Leisure says, according to their accountant, the Visa that was credited is now inactive and they refuse to pursue the matter any further. As of August 20, 2021, I have not received my refund for $703.17.

  Business response

  10/12/2021

  Business Response /* (1000, 10, 2021/09/23) */ **** ****** purchased pool supplies from Family Leisure on her master card for the amount of $703.17. When she decided to cancel her pool purchase we agreed to return her chemicals. She came into Family Leisure on 7/26/21. She handed her card to the cashier to give her a refund. The cashier refunded the amount to her visa card. **** ****** signed the credit card slip and then left. A few days later, she stated she had not received her refund. We checked all our accounts and confirmed the money had been deducted from our bank account. We told her to give it a few days and to check back. After a week she said she didn't receive it still. We told her that the money had been deducted from our account to maybe check to see if it had been put on another card. She stated that she didn't give the cashier a card but we determined she did from the camera footage on that register. **** ****** did a charge back on her original card purchase through her credit card company. At this time, Family Leisure has been deducted twice for this amount. She has received her money and we shouldn't have any more issues going further.

• Initial Complaint

  08/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Increased Stress and Anxiety Neglect Abandonment of responsibility * Delivery of the Pool equipment * Intentional unsatisfactory installation Irreconcilable harm - Person and Property * Unsatisfactory teardown and removal of old pool * Dismantlement of property fence * Misalignment of pool placement * Refusal of back-fill and property clean up * Unnecessary Loss of use for several months Bias: I believe the company intentionally delayed my install for the following reasons: * To accept new business * To install 'preferred' customers * For affluent customers * Prioritized customers paying a higher price for the same product

  Business response

  10/07/2021

  Business Response /* (1000, 7, 2021/09/07) */ Mr. ***** purchased a pool from Family Leisure to replace an existing pool recessed in the ground. Due to national product shortages, we had to wait until liners arrived to Family Leisure from our manufacturer to begin his project. Family Leisure removed the old pool and found standing water under the liner. After continuous rain, his installation was delayed to allow for better ground condition necessary for a proper pool installation. Family Leisure does not back fill any pools we install and we leave the remaining pool and trash on the customer's property to dispose. It is our customer's responsibility. We would never intentionally delay or do a poor job for any of our customers for any reason. We refunded Mr. ***** $500 already for the misunderstanding he had with our procedures. At this time, Family Leisure has installed Mr. ***** pool and has not heard anything else from him regarding his dissatisfaction. Consumer Response /* (3000, 9, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. the pool installation is very poor. 2. the pool bottom is very rocky, uncomfortable and we can't even use a sweeper to pick up debris 3. I have not received any refund from the company. Business Response /* (4000, 13, 2021/09/21) */ Family Leisure has scheduled Mr. ***** for a redo bottom for his swimming pool on 9/24/21. Mr. ***** refund check was mailed directly to him instead of picking up from Family Leisure. Mr. ***** has stated this would be fine on his end.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family purchased $16,000 worth of ********* patio furniture about 6 years ago from Family Leisure on Whitten. Two of the chairs developed broken frames in February 2021.. The warranty from ********* is 15 years. I requested help from Family Leisure and showed their service manager, Jennifer ******, the broken frames. I sent her additional photos of the frames and she said it would take usually about 2 weeks to get the replacement parts. I have the email FROM Ms. ****** dated 3/18/2021 where she acknowledges receipt of my photos and her filing for warranty with *********. NOW, she will not answer my calls. I have visited several times and called over 30 times. Same answer, "we don't know when the parts will be in". Ms. ****** has NEVER made an outgoing call to me to inform me of a ship date. She does not return my calls. The last "promise" was that the parts were scheduled to be in by the end of July 2021. Please help me get my warranty parts as promised.

  Business response

  09/16/2021

  Business Response /* (1000, 7, 2021/08/30) */ Mr. ***** ordered replacement parts for his chairs. Family Leisure ordered these parts when he requested them. We do not stock these items as they are warranty replacements. ********* has sent us an order acknowledgement to ship these parts to Family Leisure in Septmeber. We have no control over the lead times from the manufacturer. These parts typically only took a few weeks to get in prior to Covid pandemic. As with all products, lead times now are extremely long and out of our control. We will inform Mr. ***** when these items arrive for him to come by Family Leisure to pick up.

• Initial Complaint

  06/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a hot tub and pool in SEPTEMBER. The hot cover filled with water. Blew up the filter. Under warranty. Still no replacement cover. I ordered a pool at the same time in SEPTEMBER and I not only don't have a pool but they won't take my calls.

  Business response

  06/25/2021

  Business Response /* (1000, 7, 2021/06/21) */ Family Leisure's liners have been on back order waiting for the manufacturer to receive vinyl. We have refunded P**********'s money. She did not want to wait any longer for the materials to come in. Consumer Response /* (3000, 9, 2021/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did nothing to expedite my liner. And they've had multiple complaints yet you still rate them AAA. Now I have to pay triple and start over. Terrible business practice. And I still don't have a hot tub cover that's under warranty.

*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. ↩