Leisure Works, LLC — Local services in Scio Township

I purchased a Swim Spa from Leisure Works and took delivery at the end of October 2020. At 33k, this was the most expensive purchase I have ever made next to my home. The swim spa has been plagued with problems since I bought it. I am on my eighth swim controller panel at the time of this writing, and it still doesn't work. Master Spa keeps working on it, and sending me new ones, so I have been hoping that issue will get resolved eventually.

The bigger issue I have is the cover that was installed. I paid an extra $3000 dollars to get the top-of-the-line cover which rolls up instead of two covers with lifts on each end. When Leisure Works installed the cover, they installed a supporting shelf that was incompatible with the cover, and it prevented the cover from being fastened on one end. The manual clearly states that a shelf must be used, so the cover doesn't fall to the ground, but when I complained to Leisure Works about the installation, they said the shelf they supplied was better than the one Master Spa recommends. After six months the cover started tearing because of the shelf, and again I complained and asked Leisure Works to fix it. Kreg, the service manager, responded that they couldn't fix it because it wasn't a warranty issue and that I should stop using the shelf. He then suggested that I build a shelf out of wood for it. I told him that was an unacceptable response, but he stopped responding to my emails for over 6 months.

After complaining about Leisure Works to the manufacturer repeatedly and finally posting a video on YouTube, I started getting responses again, but still no help. Instead, Kreg was condescending and refused to take any responsibility for the issues with the cover. At one point he even said of the installation that there was no right or wrong about the way the shelf was installed, it's just a personal preference. When I showed him pictures that clearly showed he was wrong, he just said all the back and forth was unproductive, and I should take an offered lower-end cover from the manufacturer with no lifts, and then he went silent again. If the situation requires anything from Leisure Works, they are unwilling to make any effort at all at resolving the issue.

Dealing with Leisure Works has been the worst customer experience of my entire life. The fact that Master Spa allows this type of behavior from their authorized dealers makes me question them as a company as well. I would highly recommend avoiding Leisure Works...

I am disappointed with their customer service. I purchased my spa years ago from this company and have been a loyal customer buying supplies even through this pandemic. It would have been faster to go through Amazon at times but we chose to be loyal to Leisure Works. Up till this month, we have been pleased. They say they have the highest quality staff and best customer care. Our tub kept shutting off. My husband went in to discuss the issues with their staff. We ordered a heater, it didn’t work, they figured they ordered wrong part. So they took it back. Then contacted store in Novi, said they no longer made our heater for our spa and needed to order entire unit. So we did. That didn’t solve problem, as it shut off. When my husband went to return, they said no. We don’t take that back. We bought on your suggestion( qualified staff), no where is it posted, not on receipt, not told to my husband. My husband walked out with unit($400). This is not ok. I thought 2 possibilities- return or store credit. We have been a customer for many years. I work hard for my my money ( teacher) out $400 is a lot of money! I also asked is posted on line. The staff member I spoke with says it’s posted all over website. I looked through many sites and do not find. It appears they don’t need my business ( and another families as I purchased supplies for them too) and will be going elsewhere in the future. I am saddened by this transaction as we try to support local. I was sad as they accepted first return. So here is my suggestion, before purchasing even with receipt, ask if you can return. Kreg, I am sorry more couldn’t have been done to solve this problem to keep a loyal customer. ...

The sales staff, is courteous, and knowledgeable. When I went into the showroom on the Sunday after Christmas, there was only one person working (I don't see this as a problem, due to the holiday weekend). The salesman told me right when I walked in the door that there was going to be a little wait, as he was helping another customer at that time. This was okay with me because he let me know immediately. I got what I believe to be a very fair deal on a quality Spa.

The delivery occurred on time, and the delivery crew was professional, and competent. The crew did a great job with a tricky installation. They had to maneuver the tub across a couple of fairly steep hills, and did so without doing any damage to the tub or my lawn

The tub is great, everything about the tub itself works just as expected. My only issue lies with the Bluetooth sound system. The system has great sound, but the remote control stopped working the first time we used it in the tub. I brought the remote to Leisure Works and they told me they would go ahead and replace the remote control, even though the manual states that the remote is only water resistant, and not water proof. It is good to see that Leisure Works stands behind the products that they sell.

The only reason I rated 4 stars instead of 5 is that I feel that the remote control sold with a hot tub really should be water proof, and not just water resistant. Leisure works is not entirely to blame for this, as they are selling the products packaged by Master Spa.

My overall experience with Leisure works has been great so far, and I would recommend...