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Business Profile

Fireplace Equipment

Leisure Time of Boise, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Leisure Time of Boise, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Leisure Time of Boise, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:12/07/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      First reached out to Leisure Time for a quote in December 2021. No response. Explanation later given: "contact no longer with the company." Sadly, there was no follow-up.Reached out again in early Spring. Finally received a quote in April. Executed the contract in May. No action.Problem with gas line installed. Takes weeks to get remedied after repeated requests. Finally fixed on 7/11.Build-out finally begins in late July. Then, no response.Problem with mantel they ordered. Requires constant follow-up on my part to get a replacement. Proper mantel not hung until 9/23. Only now do they notice electrical isn't working.Unit is installed on 9/28. Remote not included. Still can't use it. Doesn't get fired up until 10/14.Installation did not include access to wi-fi as was promised. Wi-Fi dongle installed 12/1, but returns an error and does not connect. Tech found the back and top of the fireplace was cracked. Further inspection revealed the logs are chipped/cracked and stones have burned up leaving a fiberglass substance behind. It is far too early for any of these problems to be happening. We have still not had a fully functional fireplace nor has a final inspection ever been scheduled. This has sadly been the worst communication and customer service I have ever experienced in my life. Comedy of errors. There are no updates. It has required me to constantly follow up to get any kind of response. Completely unacceptable. I expect an immediate response with an action plan. I expect the WiFi module to be fixed. I expect the damaged pieces to be replaced (and a remedy of what caused this premature damage). I expect this all to be done under warranty in this calendar year, 2022. If I do not receive a response, I will have no choice but to pursue legal options. I have email and text records that clearly document everything I've stated.

      Business Response

      Date: 01/03/2023

      We are currently working with the customer to resolve these issues. We have replaced the damaged parts under warranty with the company that provided the fireplace. We have assisted the customer with his wifi setup. There is one more decorative part to replace as we received it broken as well. We will have the last part shortly. Thanks *********************** Leisure Time Gm.

      Customer Answer

      Date: 01/03/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *****************

    Leisure Time of Boise, Inc. is BBB Accredited.

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