Family Leisure Oklahoma City — Local services in Oklahoma City

Purchased a pool in March took the pool home with me from store & install was scheduled 3 weeks later. Up until this point the process was great. Install day came & that's when things got Rocky.A young crew that​ arrived on install day that appeared to have pool knowledge. The 20 year old supervisor was confrontational. He had issues with my sand. A mishap occured bc it was the wrong sand. He argued with me about how my warranty was going to be voided. I had to pay extra for another complete load of sand to be delivered that morning. He pissed off the sand driver bc he didn't give her the direction on where to place the sand & then yelled at her for putting the sand where his workers told her to place it. He was mad at the depth of the pre dug area where the pool was going. He stated that the area was so off level that he was going to be there all day leveling someone else's mess which was off by more than 18 inches. In turn it would cost me $150 to fix. A member of his crew said let's check it with the lazer. After 2 lasers were used he had to concede that the ground was within the 8 inches that was included with install. No apologies were given for this. He proceeded to manage his staff in a very degrading mannor. His attitude was very rough & rude towards his employees & the people at my house. I had to leave for a little bit during install when I came back they were already filling the pool. The liner has a ton of wrinkles in the bottom. I will be battling debris all summer bc of them. He also loaded his skid on the trailer & drove through my yard over my lateral lines instead of backing down the driveway. I now have ruts from his loaded trailer & truck Ill get to mow over all summer. I'll be reminded of this install all summer. It took about a week for my pool to fill off of my well. We backfilled around the pool that weekend, once the water hit the skimmer basket I had water pouring out in various places throughout the pump and filter. When I called FL I was instructed to tighten all the hoses which should stop the leaks. I also told family leisure that my pump was leaning towards the pool because it was not placed on level ground during the installation​. I received the wrong ladder & had to make the 140 mile round trip drive back to family leisure to exchange the ladder as well as pick up some chemicals that were never included in my pool pick up order. After the 3rd or 4th time I called service dept I was finally put on the schedule for a service call. That is only after I told the guy I was not fixing a pump that was never installed correctly or the leaning filter. During that call FL was going to charge me a $70 service call fee. After some adult exchanging of words we decided it best to wave fee. This call was 2 Tuesdays ago. He set me up for the first available 1 week later. I was instructed to take pictures of the leaks & the leaning pump. Of course Tuesday came & I never heard from a FL about the time of service call. When i called, the service department had no record of me being on the schedule for service. earliest was the next friday. I got a call later on tuesday from a service guy who called me to meet at my house, returned his call he acted confused & said he must have had the wrong number. Friday someone came but called stating he needed more parts & a 2nd person to help. The install crew stripped the sand filter ring & he would call later on a return date. No call by Monday. So I call FL again. Nothing stated on return to fix, next available date is Friday of course. Can't run pump, have a $4500 swamp in my backyard. Service guy quit on Friday. Had a birthday party scheduled for my pool & had to pay for a new venue. FL is not in a hurry to fix their mistake. Plus I'm going have to buy another set of start up chemicals. I would caution anyone looking to make a big...

2nd UPDATE Pool installed and all is well. Install crew was nice. The install crew is over worked. They need another crew to keep up with the number of installs or we would have never had 4 reschedules. Also- received a call today from the manager asking me to take the review down.

UPDATE Received a call from Zach. Zach says he’s never talked to me but he has. Another example of deflecting blame. However- Zach promised me a free robotic vacuum valued at $600. Small gesture - does more in showing us they are accepting fault rather than making me happy. No apology though. Just sticking to the fact that “I made lifetime purchase and it doesn’t happen overnight”. Sounds like Zach’s leadership needs to empower him to make customers happy.

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My wife and I had a great experience purchasing a new above ground pool on 7/02/23. We had shopped around and decided to go with a pool and install from family leisure because of the superior product and $2k cheaper than the other bids we had. We cannot say enough great things about the service we received from the sales team. However, once our paperwork was passed off to the service department who would coordinate pick up and install, there was an immediate difference in the type of customer service we experienced. First - we were encouraged to pick up the pool ourselves so that install “would be faster”. No big deal. Coordinated getting a trailer and drove the 2 hour round trip. Once we got home and unpacked the truck and trailer, I noticed that I didn’t receive everything I paid for and some of the items I received (pump and filter) were the wrong type. I called them the following Monday and this is where the rodeo began. I talked to Zach and he didn’t even know I had picked up the pool. He said “oh I don’t have you on the install list”. Then he tried to pressure me into coming myself to swap the equipment out because of “staff availability”. I returned the favor and pressured him by not agreeing to that solution. They were at my house within the next two days to make it right. But it doesn’t stop there. They’ve called me 4 times to reschedule. The first time I understood because they were backed up do to previous weather days. (Oklahoma hasn’t had rain since I purchased this pool). But when I talked to them each time they would say “did you pick your pool up yet?” This made me nervous because if they wouldn’t remember if I had gotten the pool, then….? The last 3 reschedules have been for “something coming up”, “family emergency”, and “there were rocks in the last install so we have to push you off another week”. At this point I’m frustrated because I signed an agreement that didn’t hold Family Leisure accountable to a timely install. I signed an agreement stating (paraphrase) “can’t guarantee install date due to Oklahoma weather”. Icing on the cake is that I can’t take any legal action without going first through a arbitrator in OKC at my expense. Well I have a message: none of this has been because of weather. This is because of the contractor they use not being able to keep up with the workload. Moral of the story: great price, bad service. I’m currently waiting on a phone call from Zach and will update this review with his response to the last minute rescheduling that took place today (which I didn’t find out about until I called and they said “oh you didn’t get...

I am normally not one to leave a review much less a not so good one. OKC location isn’t the greatest with customer service and assistance with pool issues. We had a great experience the day we bought the pool, Laine was great! She made sure they came and installed it by the date we needed it for a family gathering with lots of kiddos. Installation went well except for most of the top rails were ruined. Almost like they were used or just damaged from manufacturer. We live over a hour away and Zak, the service manager I believe drove all the way down to assist with the pool because when we picked it up they didn’t send everything with us. Great use that 1st summer. Last summer, 2nd summer was HORRIBLE. We got to swim one time. Levels weren’t right, did what we were told to do by two different people meaning both said to do completely different things and nothing was working. Contacted Zak and he informed us the information given was incorrect. We tried everything he said to do and it still didn’t work. As you all know, we have had bad wind storms. Pool was covered and well the wind took the cover along with half of the top rails.and other pieces. Contacted Laine and she was having a service lady, Becky, call us. Never heard a word. Going back to the beginning this is normal. No one contacts you back. I waited a few days and called. I asked to speak to Zak since he seems to be the smartest help there and I get Becky. She said she had been sick. I explained the situation because we had got on the site to see if we could order replacement parts and found nothing. She had me send her pictures of everything and she would get with Zak right then to see if had the parts or had to order and let me know. A week goes by and we hear NOTHING , AGAIN. I contact Becky for update because the second wind hit and ripped off more of the top since we had no way to support the rest because we were waiting to see if they had the parts so we could make the trip to get and get it put back together and she said again she had been sick and parts were there to pick up. Hope she’s better. We are very frustrated because we feel like we get put on the back burner, we bought a permacell salt system recommended by our sales lady, Laine and it isn’t at all the greatest. We were warned but went with it anyway. We spent(wasted)so much money last summer (our second summer to have the pool) on everything we were told to do incorrectly. Here comes up our 3rd spring/summer, pool is tore up and have to drain it and start all over. Their kits are not cheap to open a pool. We feel stuck. Do we go back with that salt system or what? We do and we don’t recommend this place if you’re buying a pool and need assistance but if you do then ask for Zak and I hope you live close by! As I said, he seems to know his stuff. Too bad we aren’t in the area or we would have begged him last year to come fix our pool!! Thanks Zak for all your assistance...