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March 2024 by Jorge R.
Drove from Rio Medina to Schertz August of 2022. Finally had saved enough money to purchase pool. Salesman is very short and lacking in customer service. I decided to get the pool so I told him I would go ahead and get it done. His reaction was priceless. Right away he went to go get the contract then he was taking his time to explain everything on the contract. (Be aware install doesn't cover sand or base if needed, also if they can't level it perfect they charge extra to get a contractor out to do it for you because if not warranty is void if you do it.) So I paid close to $7k (they do charge extra outside of 1604/ per mile)and got loaded up. Set up appointment and got the materials needed as they requested. Contractor comes by and does his thing and says it's ready. Get a call that in 2-3 days the pool installers will be there. Fast forward to pool installers! The crew of about 6 younger guys( college students maybe) show up. I speak to one of the what I am assuming the team leader and explains what they will be doing. They finish and explain how to use the chemicals (perma salt what a joke don't fall for this very hard to keep ph balance with this system, use the good old chlorine tabs). 2 days later after work decide to get in the pool for the first time. Water felt good as it was hot and feel large rocks all over the bottom of the pool counted over 15. Called the project manager (a lady) told her about the issue and she says oh it's normal with the pressure of the water the rocks will settle into the sand. I was a bit concerned and this didn't make sense and I told her that they hurt when you step on them and she said not to worry. So we trusted the professionals and we used it maybe a handful of times that year. May or June of 2023 we used the pool for the first time that year , you can still feel the rocks and more. Woke up one morning to cut lawn in the back yard and noticed around the pool water. Sure enough pool was leaking. One of the rocks had already perforated the liner and lost about 2000 gallons of water.(pool holds about 17,000 gallons). Called Family Leisure service department and was given the run around about what was going to be done for 2 days. Finally a young lady that works in the service department related that her manager told her they have a patch kit and I could patch it up( I already had so I wouldn't lose all the water). I said but this was installer error and negligence and that the pool liner didn't even last 1 years ("20 year warranty")they said that the 20 year warranty is against manufacturer defect and that this would not fall under their guidelines. They put blame on me instead of themselves. After another day of waiting they came to the only other choice of patching it and that it would be somewhere in the $135-$150 per hour to have a tech and do it for me plus $15 per mile outside of the loop. I mention again why should I be responsible for something that I paid them to do. The service department said they would get back to me and never did. Now I will have to replace the liner as more rocks have perforated the pool. Spring is here and need to get it ready for my family to have fun. I'll be out almost another $2000 with liner, more sand and labor. I will not be contacting Family Leisure to do this as I believe they do this on purpose to continue to prey on consumers to stay in business AND PAY FOR THOSE EXPENSIVE TV COMMERCIALS. I am pretty sure I am not the first or last. But I do hope this review helps someone and I recommend to not spend this type of money. Got to your club store and buy a $800-$1500 pool and install it yourself. I will not be doing any business with them anymore. Buyer please check and make sure if this happens to you that you don't believe them and push to have them come and look at the pool personally and not someone that doesn't care about customer service.
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January 2024 by Ceani Singler
The GM at Family Leisure contacted me about an issue I had with a massage chair and quickly and professionally apologized and took matters into his own hands. I am happy to say that he has offered to exchange my damaged massage chair at no cost. If you have any concerns, I would definitely recommend trying to contact him directly.
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September 2023 by TA R
1st time going there and will be the last time. I just wanted a cushion replacement foe my.bench and the guy basically didn't want to help. I guess my money was not good enough because he referred me to.The Homeplace to go buy my cushion. NO help at all. I had to repeatedly myself 3 times on wha tat was looking for
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August 2023 by D Kirk
Bought a hot tub about 5 years ago, part went out and repair and part was about 1K, looked online and the part was about $100.00 and installation was about 10 minutes, wow! Fast forward my heater went out, they wanted another 1K, I replaced heater and paid 130.00 for the heater - took me about 45 minutes. Today 07-22-2023 my recirculating pump went out - called four times over two days, left my name and number to see how much the part was, no one will return my call? Went in person, was immediately helped and they had my part in stock.
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August 2023 by Kirk
Bought a hot tub about 5 years ago, part went out and repair and part was about 1K, looked online and the part was about $100.00 and installation was about 10 minutes, wow! Fast forward my heater went out, they wanted another 1K, I replaced heater and paid 130.00 for the heater - took me about 45 minutes. Today 07-22-2023 my recirculating pump went out - called four times over two days, left my name and number to see how much the part was, no one will return my call? Went in person, was immediately helped and they had my part in stock.
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July 2023 by Jodi Kouri
Have had the BEST experience with buying a pool Duncan the salesmen Was Super Nice & let us know what to expect. Thank you Duncan. Joe was Great excavation and then set-up. Thanks to all the guys that worked on set- up Great Job. Thank you Lee you are the Man. Got it up and going. Even the phone girls Super nice Thanks for all your Help. Family Leisure it's been a pleasure. Jodi.
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July 2023 by Zachary Aybar
I recently bought a hot tub from Family Leisure and it was the best decision I could have made. After having looked at several different locations and hot tubs for months, I was able to find my dream hot tub at a more affordable price. They also have great financing options as well. Scott was the salesperson that helped make this process smooth and easy. He is very knowledgable, trust worthy, and always available to help assist with any questions or concerns. Thank you.
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June 2023 by Todd B.
They don't back their product they sell. Pool installers did a horrible job installing my brand new pool last year. The ground work wasn't even close to being level. The liner burst and now I have to spend more money. Very frustrated.
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June 2023 by Jody A.
We purchased an above ground pool from Family Leisure in the summer of 2022. We gave them measurements of our location where we wanted the pool and when they came out they said the pool we ordered wouldn't fit, even after the salesperson said it would fit. We had to cut our deck to make the pool fit and then they wanted to charge us mileage to come back out even though it was their mistake. The install crew was the messiest crew I've ever seen leaving their trash and empty water bottles everywhere. Unfortunately we weren't able to stay during the entire install and came home to the trash left all around our yard. I inspected the pool and found screws missing and the fittings leaking, so I had to call again for someone to come out. The one service tech they sent was great and also told me the crew that came out didn't finish the job and looked like they were in a hurry. He retightened everything and had to add screws that were missing. He was the only good part about this review!Once we were able to get in the pool the bottom was not level and we were stepping on rocks. Fast forward two months and we find a small leak in the liner. I patched it and it held until June of 2023 when the one year old liner caved in to the side and 19,500 gallons of water gushed out and took out our retaining wall. I called Family Leisure and told them I needed to file a warranty claim. The initial tear was approximately 1/8" below the seam. They told me the warranty only covers the seam, which we were not told when we bought the pool. Family Leisure takes your money and doesn't back their products, send installers who do shotty work and they definitely don't care about their customers after the sale!I should've read the 52 reviews on this site before buying anything from this business! Buyer Beware!!! There is a reason they only have a 1.5 star review!
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June 2023 by Smart_Dyslexic
The helpful customer care worker, patty was what made my experience extreme pleasant. She was above all else caring and accommodating towards me and my family!
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June 2023 by Blazing Sevens
Stay away from this place. Go to Leslie’s pools instead or you will lose thousands of dollars. I am currently in the process of starting a small civil suit due to damages…DO NOT COME HERE! Read all reviews first before making a decision. There’s a reason they’re always available for installations and everyone else has a wait. More and more people don’t want to shop here and rightfully so.
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June 2023 by Barry Cofer
Bought a dry sauna last January, received it with the wrong heater. Was told would get the correct heater in a week; then two weeks; then a month; then in April. Now is June with still no heater in sight, and no returns on my calls; needless to say, a sauna with no heater is pretty worthless. I called the company that makes the heater and they can send me one in 7-10 days, but Family Leisure does not want to go that route and instead insists ongoing through their "suppliers". At this point I have little hope of any resolution with F.L. - have called multiple times, requested to speak to a manager or customer service rep (who never comes to the phone or returns calls but instead dumps it on a very junior salesperson). I will probably have to buy a heater out of pocket if I want to use the sauna. By far the worst customer service I have ever personally experienced. Caveat emptor - buyer beware if you purchase anything from the San Antonio F.L. that ever could ever conceivably require customer service. In our personal experience once they have your money you are completely forgotten and ignored. Will never set foot in there again. Would give zero stars if that were an option.
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May 2023 by bearphotography
Upfront from sales, parts, to tech services the people have been very nice. They made the sale. From that point on it has been a very unpleasant experience. Feel like we have had to plead our case to get things done, from clean up, to scheduling, to repairs. We bought a spa and within the first month it went out. Upon delivery the spa was dirty and all I can say it had a grunge to the bottom base which I questioned which they stated was natural from probably being in the wear house, but their recommended electrician that hooked it up stated he had never seen a spa delivered in such condition. We requested to return it twice because of the initial condition and later that month when it went out. They would not take it back. Even when I offered to buy an infrared spa in place of the whirlpool spa.A few months later the spa went out again , the Digital Touch screen display went out which was Re-covered by a tech on a previous attempt to fix using a a thin film of plastic covering on the display. Water damaged happened. The whirlpool spa is indoors and well maintained, it’s just a lemon, even the head of the parts department agreed we must have gotten a lemon. We have had techs come out to repair twice, a third time bringing the wrong panel, and we are still waiting for another visit from a tech to replace a part and a missing seemed panel that wasn’t replaced from another previous tech visit. The spa has been out of commission going toward two months. People are nice on the front end but there are lots of excuses, defensive behavior, missed times on scheduling, where the right hand of the company doesn’t seem to know what the left is doing, and they’ve even stated how hard it’s been on them, coming from Thomas their parts service manager. I always felt the customer should be recognized as the ones going through the hardship vs them. It’s been a bad experience, as we have felt the need to document dates, times, events along with conversational statements of all the details associated with this experience, which could have been avoided if they just did the right thing in the first place as requested initially when the spa went down the first time. We all could have been done with this. Shame that something that was supposed to be a luxury enjoyable experience has ended up feeling anything but that! So out of the approximate 6 months of ownership of a “new” spa it has been down ~ 1/2 that time…doesn’t hold well for the future enjoyment of the spa, with the thought of future repairs and fees associated, along with having to constantly deal with family leisure….feels ugly, as if you are in a bad marriage!
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May 2023 by Cindy Lou
I came in to get some info on their swim-spas and had the best customer service!!Duncan is an excellent salesperson! He was very informative on what I was looking at and answered all my questions!Easy to talk to, no pressure, very polite and friendly!Thank you Duncan and hope to do business with you soon!!
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April 2023 by John S.
Saw some of the negative posts and Had to comment as well. I bought a spa a few years ago from family leisure, kept having issues with it, ended up selling it because they would not take it back.Buyer beware, they are car salesman, once they make the sale...if your unfortunate to get a bad one your stuck, they'll help just so far, but your stuck with the problem, why I sold it!I felt bad selling it to some else, but I sold it cheap, and they like to tinker they told me so, tinker away...I do remember driving in back of the building of family leisure, where they received stock, it was very chaotic with the workers in the warehouse and just nasty, should have taken it as a sign.But I got sold with the sales team, again beware...AA & Q family leisure reviews
