Complaints

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.

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I signed a contract with Leisure Craft on July 12, 2023. I paid a deposit of $6338.75 with the understanding that my pool would be resurfaced this summer (2024). I started calling the company in March to find out when the work would commence. I was told that Jeff (the owner) does the scheduling and all they could do was send him a message. I was finally told that it would start in June.
  
  June came and went. Nobody came. When I called, I was given the same excuse. They finally came on 7/5,. They emptied the pool except for some filthy water and a winter's worth of debris left in the deep end. They told me that the work would start the following week. Nobody came and nobody called.
  
  I resumed my calls to the office. I was told that they would be there on Friday, 7/12. Once again, nobody showed up and nobody called. I was given the same excuse - only Jeff knows the schedule.
  
  Before I signed the contract, I asked the people who service my pool about Leisure Craft. They told me that the company had a good reputation. I relied upon that. I made the mistake of not checking the ****** reviews or the Better Business Bureau. Had I done that, I would have seen that all of the reviews from customers who had their pools resurfaced were negative, and that they all complained of the same problem I am having, poor communication and customer service. The office staff is very nice and courteous. But all they can do is apologize for the failure of the owner to communicate. There were also complaints about botched up jobs and long waits for warranty repairs.
  
  At this point, I am extremely upset and frustrated. I have already lost half the swimming season. I have no idea when my pool will be resurfaced. The standing water is a haven for mosquitos. My legs are a mass of bites from working in my yard, not to mention that our neighborhood is overrun with deer, which puts me (and my 2 dogs) at risk for Lyme Disease or worse.

  Business Response

  Date: 07/30/2024

  Hello Kevin,  I’m out of the office.  The customer states several things that are incorrect.  More to the point, she called the owner, Jeff Kohlhas, on his personal cell and threatened to call multiple times a day, every day, until she was first on our list. We then sent her deposit back to her, and didn’t charge her for any of the work we completed. Instead of cashing the check, she called the office to harass the staff about whether the check would clear.  I have no idea why.  I can see if the check has been cashed once I return to the office next week.  The resolution was to send her a full refund and will not work with her in the future. 

  Customer Answer

  Date: 07/30/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  I am in agreement with the fact that the matter is resolved, but I take issue with their allegations that I was rude, harassed them, etc. The reason I called about the check is that when I deposited it at the *** ****, which is the same bank it was drawn on, I asked the teller whether the check was good. She said that she is not allowed to give details, but I should check with the bank the next day. That was a strange response. I am usually told that the funds are in the account if that is the case.  The owner's refusal to communicate with me after accepting a substantial deposit, draining the pool and leaving it with filthy water in the deep end, and refusing to tell me when they would return to complete the job, is not a professional way to treat customers. Yes, I have my depo deposit back, but I lost half the swimming season, and have to find another company to resurface the pool next season. My pool was salt water. When the pool was finally opened and cleaned, because I am still planning to have the work done, they did not replace the 16 bags of salt required to set up the system, because the pool will need to be drained again next season.  So, I have to use chlorine, etc. The reason I switched to the salt system was that it was easier for me to manage. My husband used to handle that. He was ill for several years and he died in February. I will also have to pay for filling the pool twice. So, yes, the matter is resolved, and you can close the case.  I think that potential customers should know why I am not "satisfied". I request that you post this.l 
  
  Regards, 
  
  ** **** *******

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  We had a ****** pool installed and last year we contacted Leisure Craft Pools who did the plaster finish(with lifetime warranty) and someone came out last year to inspect. There was multiple holes in the finish and it was determined that the pool needed to be drained and repairs made. Now 2023, I started calling owner Jeff at the beginning of May. I called biweekly, then weekly and even started calling daily. Not once in 5 months has he called me or anyone from the company. I just want my pool fixed that’s covered under warranty.

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In early April 2023 I had Leisure Craft pools drain my inground swimming pool so they could replace the decretive tile at the waterline. The job took 3 days at which point I was told I could refill the pool. The pool holds roughly 24,000 gallons of water. After about five days we noticed that the pool was not filled and so I added more water to fill it. On April 28th I noticed the pool was not filled as I had left it but that indeed it was losing water allegedly through the bottom drain plug, relief valve, that they had removed and re-installed. during the work process. I called late in the afternoon on 4/28 and spoke to the associate who assured me the Jeff to foreman/owner would call me back. I have called twice a day all this week and was told the Jeff would call me to resolve the problem. I explained that the leaking water was making my, along with my neighbors' lawns unable to mow. The only response I have gotten to my calls was from an associate who said that Jeff suggested we wait until the pool was warm enough for a diver to go in and seal the pool. I explained that was not acceptable as that would be in June. Meantime my yard is continually wet. This was on Wednesday 5/3 and I asked her to have Jeff call me directly, As of today 5/5 I have had no direct call to resolve this problem!

  Customer Answer

  Date: 05/17/2023

  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.  The situation was resolved finally last Wednesday 5/10/23... Very tough company to deal with as the owner does not return calls . **** *****