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Business Profile

Outdoor Furniture

Family Leisure
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:08/26/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Family Leisure is incapable of deterring and or ordering the correct part to repair our hot tub that we purchased from them.They have made three trips to the house and still have been unable to install the correct parts, which WE HAVE FULLY PAID FOR.

    Business Response

    Date: 09/14/2024

    The issues regarding the service where due to the age of the hot tub. Our original attempt to replace the top side was unsuccessful as it was the I correct part. We contacted the manufacturer and ordered a new part. Upon its arrival we returned to replace the unit. Unfortunately, that to was the I correct **** provided by the manufacturer. After a lengthy call with the manufacturer and a very thorough understanding of the part required, it was sourced out. The age of the original hot tub was old enough the replacement part required was discounted. 

     

    At the time of the submission of this complaint the customer was scheduled for service the next day. The service was completed utilizing the correct part as required and the hot tub is fully functional.

     

    We apologize for any inconvenience created by such a rare issue.

  • Initial Complaint

    Date:05/12/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 purchased a pool last year Within the first month we noticed a pinhole leak in valve body (not the connections)Family leisure wants me to pay 90 dollars to come out and tighten up the connections. Number one, they sure don't pretend to be as interested in our problem as they were with selling us a pool. Why they won't even return my calls is admission of their failure as far as I am concerned. Also the skimmer door was not the one for this pool

    Business Response

    Date: 06/21/2024

    When looking up your communication and purchase history, I did find that you purchased your pool in March of ******************************* April of 2023.  Unfortunately, I could not find when you contacted our service department for the repairs. I also did not see a date or time when we made them. If this issue still exists and you would like to have the repair completed we would be more than happy to resolve that issue with out any trip charge included. If this is something you like to have done, please call our store and request to speak with a manager and we will have get it scheduled.  

    Customer Answer

    Date: 06/24/2024


    Complaint: ********

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:08/08/2022

    Type:Sales and Advertising 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.
    Family Leisure is the US Representative for Vuly Play (trampolines based out of Australia). I purchased a Trampoline in 2017 and registered with Vuly which granted me 1/2 price parts for life. In 2019 I had to utilize this through Escalade Sports. I was able to order a jump matt and Safety net at 1/2 price. In July 2022 the Jump matt has again failed and I tried to order another one. I contacted Escalade Sports again, and they were happy to quote me 1/2 price parts, that is until we discovered they no longer carry my model. They directed me to Family Leisure. Upon emailing them they denied to honor my 1/2 price parts, saying that that is only for Australia (which is patently false). As a representative of the parent company I am asking them to honor the pricing as guaranteed in 2017. I understand with the pandemic that prices for shipping have increased, and I would gladly like to find some middle ground on purchasing replacement parts.

    Business Response

    Date: 08/09/2022

    We did not sell the trampoline to Mr. **** he is not our customer . We are retail store and do not carry the warranty for the product he bought from someone else. I have no record of him calling our store and asking for help. He needs to contacted  Vuly or Lux Dist. I will pass his information on to Marlas at Lux Dist so they can reach out to him. I will also reach out to him and I will try to get in touch with the right people. 

    Customer Answer

    Date: 08/09/2022

     
    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.  I incorrectly made a complaint against Family Leisure *** instead of their corporate offices.  Both ** *** and their Head quarters have responded to me and have solved my problems.  I would give them 5 stars on customer service if BBB would allow that

    Sincerely,

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

  • Initial Complaint

    Date:07/15/2022

    Type:Product Issues
    Status:
    Answered
    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 bought a pool table from them for almost $3,000. When their crew was setting up the pool table I asked if they could also adjust a shuffleboard (which was not purchased from Family Leisure). They did so, and charged us for it.The adjustment did not fix the problem. When I contacted them to see if they would come back out, I was told that they never should have worked on a product that they did not sell.They refused to fix the problem and refused to refund the money we paid that did not fix the problem.

    Business Response

    Date: 07/16/2022

    The only record I see from this customer was in 2017 he bought a pool table. I don't show that we have been out to his house since. I don't see that there was a ticket for any releaveling or any other work done on a shuffleboard table. We tried calling him on the number we have but no one answered.I have also tried the nomer he provided here and no one answered. If he would like to call me I will be happy to talk to him about any problem he is having and resolve them. Phil ************

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