Family Leisure Indianapolis — Local services in Indianapolis

We have not had a good experience with Family Leisure ever since we bought a swim spa from them a couple of years ago. When we did the purchase, the sales rep told us that we wouldn’t need any permits in order have it installed. Turns out that was not true. We needed a permit from City of Lawrence and Marion County, and Family Leisure had to be the one’s to obtain them. Then they charged us for the cost of the permits they had to pay for. Then, on the day of delivery, we found that the cover for the spa was torn. They told us they would order a new cover for us at no charge. We have yet to receive that new cover. After installation, we discovered that the lights were not working properly. Only 3 colors were functioning: Yellow, Blue, and White. Multiple techs on multiple occasions had come to work on it, checking the circuit board, installing new control panels. Finally, after months of attempts, one of them said the only thing we haven’t done is check each and every light fixture, but they didn’t really want to do that because it’s not a quick job. Well, I’m like, nothing has worked; might as well do that. So they did, and guess what? THEY ACTUALLY FOUND THE ISSUE. Turns out the manufacturer had accidentally put a staple through the light wire. The tech fixed the wire, and sure enough, all the colors started working. Funny thing though. When we bought the spa, Family Leisure told us that the spa would be quality checked by the manufacturer before it left the factory, and a second quality check would be done by Family Leisure when it arrived at the store. Well, if any of that was true, then surely someone on either end would have discovered the light issue before installation. Oh boy. Unfortunately, this did not put an end to our issues. All the swapping in and out of the touchpad control panels while trying to fix the light issue resulted in a malfunctioning touchpad control panel. The stereo system stopped working properly; only speakers on one side were producing sound. And there has been a shortage of replacement parts because of microchips. We were given a temporary control panel in February with actual buttons, and they jury rigged a separate Bluetooth receiver which fixed the stereo issue somewhat. Now for the latest issue. 5 days ago, we discovered that the spa had stopped producing heat. We had the thermostat set at 92 degrees, but the temperature of the water was at 76. So, we called for a tech to come out to fix the issue. The tech was at the house for 1-2 hours, replaced some parts, and told my wife it was producing heat. I get home about 7 hours later and check the spa. And I discover that not only is the water still cold, but the temporary button control panel is now malfunctioning; it won’t boot up past the start up screen, and the buttons are non-responsive. Tried powering it down and up, no change. So now the spa is actually worse than before the tech worked on it: still no heat AND now no functionality. I drove to the store and spoke with their service manager. He assured me that the guy who came to my house today was one of his best. Well, if that’s true, then that makes me seriously question the overall performance level of their service department. Basically, it’s been one problem after another with Family Leisure and the product they sold to us since the very beginning for the last 2 years. And I very much doubt we will ever buy anything from them...

Follow-up review: I was pleasantly surprised that a VP from Family Leisure reached out to me today to talk through the issues that I had with the sales/installation with our pool. I feel much better now that I have spoken with Family Leisure about the concerns I have had and that they fully understood my frustration. They were very sorry about what happened and did what they could to make me a happy camper with their company once again. I will just say, the fact that they took the time to contact me says a lot. I always appreciate knowing that I am a valued customer and in turn I am happy knowing that they have my back if something does happen in the future. Based on my latest experience, I would recommend Family Leisure knowing that they have a different process in place now to address concerns and comments that customers provide to them. I no longer have the feeling that I am off by myself once the deal is done. Because of this, I have updated my review from a one star to a four star. And just as a follow up as well, the pool, 30' round, is great and the perma salt system is the seriously the easiest system to use in a pool. I love it and would recommend it to anyone looking to buy a pool.

Original Review: First of all this review does not speak to the quality of products sold at Family Leisure. This review is about the sales and installation teams for pools and their horrible methods and communication.

We went in to purchase a pool this year at the end of June and were told that there is a waiting list for installation since they are so busy. That's to be expected since it is summer, however we are told by the sales member that since we are buying the pool today, that will put our name on the installation waiting list and save our place in line (at this point we are told worst case it would be the end of July to first of August before installed). The sales guy tells us that the pool should arrive in their warehouse either before or immediately after the 4th of July. It would then be delivered to our house within a few days of that. That didn't happen. We did not have the pool delivered until the middle of July. Why was there a delay? Nobody knew or could tell us why. Oh and the sales guy also lied when he said your name goes on the install list when you buy the pool. Apparently it is when you have possession of the pool. We had tried for the last week and a half to get someone on the phone to tell us when we are going to have our pool installed. Apparently the sales staff is always off work the day you call or is unavailable, and you can forget about getting a call back. Never got a call back once any of the times a message was left. Finally got someone today and was told that it is going to be near the end of August before they can install a pool that was bought in June! Absolutely horrible communication and extremely shady and or totally uninformed sales people. They obviously don't care about what happens once they have your money seeing as how you can't get anyone on the phone when you need to.

I would never recommend buying from them because you can't trust what you are being told by the sales teams. Once again, I can't comment on the quality of the products seeing as how I still don't have my pool...

Our experience with Family Leisure has been less than fantastic. We signed for a pool in the beginning of April and we were told “mid summer” but it will DEFINITELY be this summer. The pool parts were dropped off on our driveway early May in cardboard boxes on a pallet and most were too heavy to move so we had this pile of boxes on our driveway for months that we couldn’t move while we waited for that “summer” installation. I called mid-September and was informed that it might not happen at all for the season and we may have to keep these pool parts/boxes until the spring because of rain delays (crazy considering it was actually a pretty dry summer) and spoke with an amazingly nice man, Jermaine, from the scheduling department. He was by far the best part of this entire experience. He followed through with what he said and he was kind and understanding. His work ethic and integrity are far and above anyone else that I worked with at family Leisure. Jermaine is what customer service is all about and I’m very appreciative of his efforts. He managed to work his magic to get us in the schedule for October.

The team came to install the pool and we were anticipating our yard being messed up but we were still a little shell shocked by how much it was destroyed. That’s in the paperwork that they might mess up your yard so I guess we should have assumed total mud and destruction of our yard. I wanted to extend a thank you for the team because I know everyone in this field is working so hard right now so I got drinks and snacks, etc… I wasn’t anticipating that they would leave trash everywhere, not just the candy wrappers and soda bottles (which they did leave everywhere except the trash) but all the the boxes and stuff from the pool installation were scattered over the yard; not broken down, not condensed (per the contract) and we were left without any manuals or directions, model numbers, Nothing! I emailed and asked for that information several times but have yet to receive them. I am hopeful the quality of the pool is as good as it’s supposed to be. It looks nice and seems ok but there is a big difference between doing the job and doing it well. Family leisure is not a company I would use again unless you can manage to get all your manuals in advance and don’t care about trash or your yard. The only reason this wasn’t a 1 star review is because of jermaine (who deserves 5 stars!) I emailed the GM and left messages trying to get the information I needed but still nothing.

I hate leaving a bad review but I hate dishonesty and disrespect more. I understand the constraints of covid and less employees etc… but 7 weeks to still not send a pdf manual is excessive and there isn’t...