Family Leisure
Reviews and Complaints

I gave them my hard-earned money for a pool and installation back in May , but since then, I haven't heard a peep from them. They won't pick up the phone or reply to my messages, and I'm completely in the dark about where I stand on their installation list. I know they can see my number on caller ID, but neither the salesman nor the manager will get back to me, and even the operators won't answer my calls. It's a real bummer, and I'm starting to feel like I got ripped off.

I ordered a tanning bed on March 8th and it's been over a month and I still haven't got it. I've been calling them every week since I ordered it and they keep saying they're still working on it. They already charged me for the first payment and I still don't have the item. I called them today and they said they would get back to me, but I still haven't heard anything. I don't think I'll be buying anything from this company again.

We got our pool in April. They said it would come before Memorial Day, but it didn't. We told the boss to forget it and give us our money back. But they brought it and put it in the week of July 4th. They didn't bring everything they needed. Luckily, they were replacing a pool that was only a year old and had been damaged. The installers had to use many pieces of the old one to finish the new one. They put the liner in wrong and had to patch it. There were many other mistakes. Customer service is terrible! The boss and the salesman were liars. They won't even stand behind what they wrote. I wouldn't tell anyone to go there! We're still trying to fix things so we can use the pool this summer. It's so sad!

I gotta say, this place is a total joke. Got myself a hot tub on May 15 and it was already on order. They said they'd install it on June 24th from 9-12, but the installer called and said he was behind and would be there between 3-5. But guess what? No show at 5. Called him up and he said he was in Kokomo and had another job, but could be there by 9. Called him at 9 and he was still finishing up, so he offered to come at 10pm. What a load of crap! I took the day off and he can't even see in the dark. So we rescheduled for 4-5 the next day since I had to go back to work. But guess what? No show again! Called the installer and he said he couldn't find the hot tub. Then he found it at another installer's house on a truck. Like, what the heck?! Why wasn't my hot tub at the warehouse? The installer said they'd do it the next day, the 3rd day, between 12-2. But again, no show. Called at 2 and the installer was in New Castle and couldn't give us a time. So here we are, end of the 3rd day, still with no hot tub that I've already paid for in full. And not even an apology or a solution for another install date that won't get cancelled. They were all about taking my money, but not about installing the product. Total waste of time and money.

I purchased a 33’x54” above ground pool back in May of this year! It has been nothing but a nightmare since that day! Installation was improperly done, pieces silicones in instead of using the correct parts that screwed in. Found them in boxes scattered throughout my yard! Ever hose leaked, pump leaked. My calls started that week and in the following weeks to come to the point they know my number and avoid my calls and won’t call me back when I leave messages. My pool started being slimy starting week 2next it has been weekly phone calls since. On top of that my child had green hair. I Purchased a salt water system and was guaranteed that the new Perma salt was the best thing and an upgrade from what we had had with y’all on a previous pool. Also was even convinced to upgrade my pool to resin so that the salt would not corrode and guaranteed that it would not turn my blonde hair child green when in fact it did! Took weeks to get the green hair gone! After multiple phone calls from the service managers, Jason/Troy from the Nashville store where I was then finally told to just turn off the Perma salt and they would work on finding me a solution to make it right with a true salt system. ( like we had purchased from you guys before and I thought I was getting this time) My pool then turned green rapidly. Call. Sending tech. Tech showed on a Mon and would be back on wed. Never showed. Told to go buy shock and shock. Clearer then rapidly Pool greener and then filter clogged by weekend. Called..sent different tech.. cleaned out filter, replaced sand, dumped a bottle of”high dollar” Algecide and told me to dump 4 bottles of liquid chlorine 2 that night and 2 -2 days later then clean thoroughly and backwash accordingly. When asked what I was supposed to do then he said someone would be in touch by for me to go buy chlorine tabs and chlorine shock. On my dime! That was 2 weeks ago thur! I have called and left multiple messages and have gotten nothing! From May until now we have been able to swim in the pool for a total of 2.5 weeks! $11k may not be much to some people but it is a lot to our family! I have even told them to return my $$ if they couldn’t make it right and come take it down it’s doing me no pleasure! I was assured in the beginning that they would definitely make it right and reimburse me for all the issues! Well it’s now Aug 11 and the only reason I have a clear pool this week is my hard work and out of pocket expenses to shock/chlorine tabs/water bill with hours of vacuuming/back wash and adding more water!

I bought a big trampoline from Family Leisure. I've had it for a year and a half and the mat is tearing from the springs. It's dangerous and I can't use it. I tried calling the warranty number twice, but the mailbox was full. I emailed the main company and they told me to file a claim with Play. I did that, but it's been two weeks and I haven't heard back. They said I'd get a response in two days. I called today, but no one answered and I couldn't leave a message. I need them to contact me soon.

We got an above ground pool from Family Leisure in Minneapolis back in Sep 2018. This year (2021), the liner got a tear in the coping seam. The warranty was supposed to cover it, but Family Leisure hasn't been helpful at all. They can't seem to get it resolved and keep saying that the liner is from a different company. It's been a big hassle trying to figure out who manufactured it. We tried calling them in May , but didn't get anywhere. We contacted them again in Aug and finally got a response, but they didn't have any info on warranties. We did get a reply from the FL Service department, and they gave us the name of the liner manufacturer (in the correspondence attachment). We attached our correspondence with Family Leisure. Thanks for checking this out. Mark Struthers.

We got a big pool from Family Leisure on May 5th for our anniversary. It was put in on August . We paid 15,000.00 for it and have used it for a month. The cleaning hoses were too short even though we were told to put the pump in the corner and the install crew didn't say anything about it. The pool isn't straight and the bottom wasn't packed down. We bought sand that wasn't even used. Our winter cover ripped down the middle and they haven't replaced it like they said they would. We lost 500.00 worth of water to a leak this summer. The service department sent someone out who said we needed to put more water in and clean the pool before they could do anything. They left and we called on 6/10 but they haven't called back. It took 4 days to get a call back and several more before they sent someone out. If the water keeps leaking, we can't keep wasting money waiting for them to show up. The pool is under warranty.

Pool was put in on June 11th. I paid a company to fill it on June 13th. While filling, the pool started to leak on the bottom seam. I called Family Leisure and they said they'd call me back. I waited and called back but no answer. I had to drive to *** to deal with the service department because they wouldn't respond via phone. Service Tech came out on June 15th and confirmed that the liner seam was no good. The owner of the pool contractor called me on Sunday June 20th to let me know they would replace the liner on Monday June 21st. I told him the pool still had about 6k gallons of water left in it that needed to be pumped out. He said they'd pump it out and replace the liner. He arrived on June 21st to drop off a pump for me to pump the water out and left. I called *** the installation manager and he hung up on me.

We got a pool from Family Leisure and paid for it to be installed in the summer of 2021. We paid $5134.93 for it. I've been trying to get in touch with the salesman since May to find out when it would be installed, but the numbers he gave me kept changing. Finally, it was installed on [protected]. We had to pay for sand on 7/17 and fill it up ourselves. We also had to clean it up. The pool is crooked and has multiple leaks in the liner. I've been talking to their customer service representative, ***, and asked for the owner's contact information, but I didn't get it. They said they would replace it on Monday or give us a refund if we called them. I wanted it in writing, but they said they couldn't do that. I tried to settle this with a compensation, but they said the customer service representative wasn't authorized to do that. Their resolution was for us to pay for water and sand again and wait to get reimbursed. They said they would take care of it over the phone. We've had incompetent people out here and multiple delays. It's already August and this has been a nightmare from day one. Can someone please help?

We buyed a pool from family leisure on May 26th and they said it would be installed in 6-8 wks. We checked back on June 24th and they said it would be 8 more weeks. We told the sales manager we wouldn't have bought it if we knew it would take so long and he said it's fine because they have 100 other people who want it. Two weeks later, the salesman called and said we were 172 in line and it would be 8 more weeks. We checked in 2 weeks later and they said we were #150 and it would be installed at the end of August. Today, they said we were #137 and it will be 10 more weeks. They knew they couldn't meet the demand but sold them anyway to make more money. They also lied about the electrician cost, saying it would be $500 but it's actually $1000-$2500. The $1000 quote was from one of their recommended electricians.

I got a hot tub from Family Leisure in late 2020 and had a service call on Thursday, 03/24/22. The technician said the recirculation pump was broken and put in a new one. I wasn't there when the technician came, but when I looked at it on Sunday, 03/27/22, I saw some problems. The new pump wasn't attached to a mounting board, just a piece of folded cardboard. The inlet/outlet plumbing was holding it up. I put a piece of wood under it to help. The new pump wasn't grounded either. The old ground wire was cut and left disconnected. I tied a new ground wire to the old one. The plastic housing of the electronic control box on top of the new pump was also broken. I told Family Leisure - Indy about these issues in two emails and a voicemail, but they haven't contacted me back. I was charged $89 for the service call, but the pump was replaced under warranty. I want Family Leisure - Indy to refund the charge and come back to fix the problems with the new pump and the ozone aerator. I think the check valves in the ozone plumbing melted because of the broken pump. I don't know the condition of the ozone unit.

Family Leisure in Indy is a no-go for install items. Don't waste your money and go somewhere else! We bought an above ground pool with installation in April. The pool materials were delivered in May, but the estimated install date came and went with no communication. I called to get an updated install date, but it took a week to get through to someone. Finally, I spoke with Melissa, who was nice but told me it wouldn't be installed for another 3-4 weeks. Mark, the manager, was extremely rude and blamed it on COVID. We're frustrated and disappointed, and the poor customer service makes it worse. We're considering getting a refund and going elsewhere or finding someone else to install it. We plan to let the store manager and owner know about our experience and warn others. Terrible service.