Family Leisure Memphis — Local services in Memphis

Dissatisfied, Angry, Disappointed. My husband and I purchased a above ground pool 24' 52" deep from Family Leisure paying over 8 grand and were satisfied until we lost it for unforeseen circumstances from wind of a tornado on April 1st 2023. Yes, we had structure insurance but it only covers so much it we had other things that were damaged as well. We called Family Leisure and they were able to savage what they could and we paid another 3-close to 4 grand to have it reinstalled to only use maybe 3 times before we properly closed it down for the winter. Three weeks ago wind with no rain came through again and has torn it down again. We went over to Family Leisure and spoke with the Supervisor Mike and was told he would need to speak with his warranty department and he would get back with us by the following Friday. Of course we never heard so I made a call to him and he said that he would get back with me because his internet was out. My husband finally received a call back three days later from the warranty department stating they will not cover anything on the pool damages because it was an act of God basically. What I don't understand is you can drive up and down the roads and see many pools that have been standing up fine for many years with the severe weather we have had in our area and we have had 2 pools within the 2 years basically and they both go down with wind damage. Yes I understand the first one was tornado winds but the second. I truly believe their outsource crew who installs the pools are not installing them properly and Family Leisure does not care and us the consumer is out of thousands of dollars. Also their customer service attitude of satisfaction is definitely lacking. I left another message today for the supervisor to call me to let him know that I'm not satisfied that just because the warranty department said that it wasn't a warranty problem doesn't mean they can't stand behind their name and what is truly the right thing to do. I'm sure I will not hear anything from them. So basically paying close to 12 grand plus more with financing and this is what we have left is frustrating. We just purchased all the wood this last winter to build a deck around it also. Our advise is think about who you purchase a above ground pool from and who is actually installing it????? Don't use this COMPANY. I was waiting for years to purchase a pool for our family and extended family and shopped around finally decided on Family Leisure but truly with this happening, they don't even deserve one star that is how upset I truly am over this. Will never purchase another thing from them...

Twelve years ago this month we went to all the area pool companies within 60 miles of Marion Arkansas. We received quotes from five companies to purchase and install a 24 foot above ground pool for the family. After going through all the quotes and discussion with my wife, we both felt that Family Leisure would be the right choice. Today we bought our second pool from Family Leisure and are looking forward to using it this summer.

We purchased another salt system pool because we never had any issues with our past pool. This time we purchased a sprit pool. We also made sure we would have the stainless steel panel like on our past pool even though I did not believe that it would not rust. That statement is very true. Twelve years later and no sign of any rust on the panel.

We also bought another upgraded liner because our upgraded liner we bought 12 years ago has never had an issue other than slightly fading. They gave us so much more than the other companies did and it cost us less twelve years ago and they did it again today.

After installation when noticed our liner had a wrinkle in it and called service. Service came out within a day and investigated it. It was determined that we would have to take the pool down for them to correct it. They suggested that we wait till fall when we close it up for the winter and they would come back. We called them towards the end of September when we put it away and they were out in two day and had it fixed in an hour. Never had an issue again.

In my wife and I’s life we have lived in two houses and have had two pools. One was a sand system and our last one was a salt system. Our first pool did not come from Family Leisure and we regretted that. Our next two have come from Family Leisure and in another 15 – 17 years I am sure we will get our next pool from Family Leisure.

We dealt with Billy Conaley today who was our pool consultant and I would recommend him highly. Billy is very personable and a great guy. He did not just speak to me, be spoke to my wife and got her engaged in the conversations we had. The management team and Billy helped us out greatly to narrow down what we need, make sure we got it and start to get it scheduled to be installed.

The other great thing that Family Leisure does for their customers is the annual spring pool Chemical and accessory extravaganza. Every year they give you the opportunity to purchase anything you need at prices better that you can find anywhere, even on Amazon. We stock up on our needs for the year every year.

I will definitely tell my family, friends and neighbors who they need to go to when purchasing a...

Customer Service is dead

I was willing to overlook the poor experience at installation. I was willing to give them a pass when they had to come out and fix a leak days after the pool was installed.

But today is the last straw. Our electrician came out (from a very reputable company) and noticed that there was no water bond installed on the pool. He said that the pool company is required to include this as it is directly connected to the safety of the pool. So I called Family Leisure at 9 am this morning and spoke to Jennifer in the service area. She at first said that it was the electrician's responsibility, but after I explained that this was not the case, she said she would check with scheduling and get back to me on when someone could come out. Several hours later, I called back and she acted like someone else hadn't gotten back to her. After explaining we had an inspection in the morning and needed it resolved ASAP, she said that she could get someone out by the end of the day to do it, but it would cost $90 plus the cost of the water bond itself. This is a $20 part that takes 5 minutes to install. I protested about paying the service fee and she said she would get with the manager and get back to me in 5 minutes. I called and hour later and got a full voicemail. I called 30 minutes after that and someone else answered and said she was at lunch (around 2:30 pm in the afternoon). I waiting another 30 minutes and the same person answered and said she was going to check and see if she was back from lunch - I was then on hold for over 12 minutes. (NOTE: at this point I have been trying to resolve the issue for over 6 hours).

Someone else picked up and after a couple more hold periods said they would not do it, and that they could sell me the part. So I'm about to go get the part and I'll get the electrician to do it.

This will be the last money I spend with them for the foreseeable future. If I could, I'd return the pool and never deal with them again.

Like I said in the title, customer service is dead at Family Leisure.

FOLLOW UP: I went to the store (Memphis, TN) to pick up the part. The guys at the counter didn't know anything about it, but when I told them my name they were like "David talked to him". They went and talked to David in the back, and I heard him and a female (presumably Jennifer) respond. NEITHER OF THEM HAD THE COURAGE TO COME OUT, LOOK ME IN THE EYE, AND MAKE AN ATTEMPT TO MITIGATE THE POOR CUSTOMER SERVICE. I, for my part, did not make a scene, but simply paid for the part and left the store.

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