Complaints

This profile includes complaints for Galaxy Home Recreation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Galaxy Home Recreation has 8 locations, listed below.

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  Galaxy Home Recreation

  7498 E 46th Pl Tulsa, OK 74145-6306

  
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  Galaxy Home Recreation

  4900 W Kenosha St Broken Arrow, OK 74012-8517

  
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  Galaxy Home Recreation

  559 N 46th St Rogers, AR 72756-1828

  
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  Galaxy Home Recreation

  4335 W Reno Ave Oklahoma City, OK 73107

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  Galaxy Home Recreation

  4335 W Reno Ave Oklahoma City, OK 73107

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:01/22/2024

  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 am rejecting this response because:   you dont need to winterizer your pool if you you keep the pump running through the winter last words from Galaxy. Your word is no good.The pool is 8 months old you have no warranty on our in ground pool.you telling me not to winterize the pool and run the pump 24/7. It didnt work and you run and hide. $ ****** service call plus $149.00 for the first hour for a new (8months) pool. Galaxy is not allowed on our property.

  

  Business Response

  Date: 02/06/2024

  We have never told a customer to not winterize their pool, unless they have a heat pump. This customer does not. We offer free pool school before winter hits to go through all the required steps to winterize their pool and give all new pool owners this information so they can attend. There is no charge for this class. The customer is not willing to cooperate with us or allow us back on their property. I am hoping that this will be closed and not reflect badly on us as we have done everything possible to help this customer. 

  

  Business Response

  Date: 02/06/2024

  We have never told a customer to not winterize their pool, unless they have a heat pump. This customer does not. We offer free pool school before winter hits to go through all the required steps to winterize their pool and give all new pool owners this information so they can attend. There is no charge for this class. The customer is not willing to cooperate with us or allow us back on their property. I am hoping that this will be closed and not reflect badly on us as we have done everything possible to help this customer. 

  

  Business Response

  Date: 01/30/2024

  Thank you for reaching out to Galaxy regarding the issues with your pool equipment due to frozen pipes. We understand the importance of resolving these concerns promptly.  
  
  As previously discussed, and outlined in the contract, the damage caused by the frozen pipes is not covered under warranty. To proceed with assisting with your issues, we have outlined the charges for our services. We would be happy to waive the service call fee of $199 to help assess damages and determine repairs needed. If there are any parts required for the repair, those costs will be the responsibility of the customer.
  
  We appreciate your patience and understanding as we work to troubleshoot and assess the situation. Regarding the non-functional light and pump issues you mentioned, we are more than willing to investigate these potential warranty items. However, it is crucial to first address the cracked piping and frozen equipment to ensure a through troubleshooting process.
  
  For your convenience, we have recapped the directions provided in *********** for winterization. As a responsible pool owner, it is essential to ensure save operations throughout the year, especially during freezing temperatures. We recommend professional winterization for those who may not have experience in preparing pools for winter.
  
  Please let us know when it would be convenient for us to schedule a service call to assess and address the issues with your pool equipment. We are here to assist you and ensure your pool is operating optimally. You can reach us at ************ option 2.
  
  Thank you for choosing Galaxy, and we look forward to resolving these matters for you. 

  

  Business Response

  Date: 02/12/2024

  We understand your concerns, the offer of a free service call stands to assess the damages.  We would need to be on site for this.  Precautions though freezing temperatures is necessary with all pools whether closed or left operational.  We do advise that if you are not going to fully winterize your pool, then the pump should be running at all times to keep water moving and reduce the risk of freeze damage.  Although continuous flow dramatically reduces the risk of freeze damage, it is not guaranteed to prevent it when there are unusually low, sustained temperatures in the area.  We provide the details in writing for your convenience within your signed documented contract.  This also states Seller disclaims the buyer(s) acknowledge that the Seller is not liable for damage to the pool,the pool equipment, failure of buyer(s) to winterize the pool, discolorations resulting from the improper use of chemicals misuse, abuse, or neglect on the part of the Buyer (s) and his/her/their agents, invites, or guest.  We welcome the opportunity to come out and assess the damage and provide recommendations on repair, if necessary.

  Customer Answer

  Date: 02/12/2024

  I am rejecting this response because:   I have hired (out of my pocket) to finish your multiple s**** **** Your free service is most definitely not worth the problems created each trip over from Tulsa to Yukon. Ill chalk it up to a just a very bad choice of which company to build a in ground pool. Horrible experience dealing with Galaxy.

• Initial Complaint

  Date:10/17/2022

  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.

  My pool was installed in December of 2020, it has had a number of issues, most of which have been resolved.the one issue that has not been taken care of is that the steps leading into the pool are not level. I have discussed this with Galaxy a number of times and they finally sent someone out to look at it on 6/29/2022. I made numerous calls after that to find out what they would do and got no response. A month after no response I had a deck built around that side of the pool. Finally on 9/23/2022 Galaxy contacted me to arrange a time to come out and address the issue, but they were expecting me to remove the deck in that area to give them access to assess the problem. On 7/23/2022 I sent pictures of the step area showing that it was open to the base of the steps. Still no response. Since then the deck has been completed. I cannot afford to pay for the removal and replacement of the deck. If Galaxy had returned my calls and responded before the deck was completed this could have all be resolved without additional cost on my part. Now I either have to live with it or spend thousands to get this right!
  

  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 9, 2022/11/03) */
  We are genuinely sorry for your installation experience with Galaxy. We pride ourselves on our quality installations and we missed that mark on your pool. We will do everything to make it right so you have a quality pool to enjoy for years to come. We have been able to fix your primary concern and will have construction crews at your home within the next 10-14 days (weather dependent) to remove a portion of the deck, address the concern with the step, replace the deck and replace the pool cover. We will also perform a complete winterization of the pool.
  
  Thank you for speaking with us and allowing us to address the concern with your pool. We trust when we are done with this repair, you will enjoy your pool and Galaxy customer service for years to come.
  
  
  Consumer Response /* (2000, 11, 2022/11/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We have waited a very long time to get this resolved
  My husband passed away on October 15th
  and i can not afford to make any change's myself
  I am so pleased you are going to fix the problems
  I just wish my husband was here to get the good news
  Thank you
  And God bless

• Initial Complaint

  Date:10/12/2022

  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.

  First of all, they did not provide the service we paid for. They give you a price and you pay up front but when time to dig the pool they send an inexperienced crew out with inadequate equipment and tell you they can't dig and will be more money. So, we paid and experienced person to dig the hole for them and of course they didn't want to give a credit. Then they finally got installed and it leaked and took them a week to come repair but told us to keep filling it and we lost 3-5K gallons of water, and they gave us a $350 store credit when we asked for a refund for our water bill. Then we called and put in a service request due to new pump wasn't working correctly and technician came out week later and replaced pump and stated ionizer was bad and he would put in for a warranty and then called when it came in and told us to come pick up ionizer and parts to repair vacuum. My husband went and the Service Manager Jim would not give him the ionizer and said we would have to bring sample in of water to make sure that was the issue. We have made numerous trips as well as a number of calls and texts-in which most were never answered or returned. There has been no customer service from the moment we paid for the pool. Through all the issues in the beginning not one manager or our salesperson Calvin (a district manager) never made a trip or followed up.
  The installation crews left a horrible mess when they left (garbage all in our yard) and did not backfill or clean up around pool. They sent a person about 10 days later to backfill and did a horrible job. He was barely able to run the equipment and when he was working with the shovel and rake, he couldn't do that due to being physically unable and had to keep on hand on his pants from falling down. So once again I had to go out and rake and move dirt to complete backfill. I sent pictures to Calvin and Jim and once again no response or concern. We paid 35K and received about a 10K job.
  

  

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2022/10/27) */
  We are genuinely sorry for your installation and customer service experience with Galaxy. We pride ourselves on our skilled install crews that build high quality pools for our customers time after time. As is natural with the construction world, issues may arise during the construction process and we take pride in resolving those issues expediently and effectively. We encountered some issues during your construction process - specifically, we hit rock during our initial dig. It is unfortunate when this happens as it creates an additional cost for us that we pass through to the customer at no upcharge. This was outlined at the point of sale as we want to ensure our customers are aware this is possible. We have no way of predicting this until we get out in your backyard and start the dig. I understand you chose to self-dig and we understand that must have been frustrating.
  
  We also understand we had a torn liner and potentially a malfunctioning ionizer. We quickly installed a brand new liner, issued a refund for the lost water, and also offered to replace the ionizer. We also wanted to perform a water test to make sure the ionizer replacement would resolve any issues for good. After speaking with your husband, we understood that everything was resolved to your satisfaction and you have been able to enjoy your pool. We're sorry to hear that we missed the mark and would love to make it right.
  
  Thank you for speaking with us today. We are going to address the minor concerns, as it is a priority to us that you are satisfied with your pool. We hope that you will enjoy your pool for years to come.
  
  
  Consumer Response /* (3000, 7, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will update my complaint once they actually do everything they said. They put they "quickly" replaced the liner when in fact it took a number of calls and texts and almost 2 weeks later they showed up. So if they actually do what they say I will revise. I will say that Calvin has finally been diligent on trying to make things happen.
  
  
  Business Response /* (4000, 11, 2022/11/21) */
  Due to the inclement weather the job had to be rescheduled. All concerns have been resolved as of 11/17/2022. We apologize for any delays and hope you enjoy for many years to come.
  
  
  Consumer Response /* (4200, 13, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They took weeks to finally get someone out here to deliver and install the cover (as with everything on this job no sense of urgency or communication unless we called and texted). They scheduled a number of times and the last time the technician admitted he forgot he was supposed to come install our cover, so I tried to call Jim and finally got him to answer a text to let him know what tech told us. Another tech called to let us know he would be coming to install. They showed up and installed but told us there should have been water tubes to hold the step cover down, but they didn't send it. They were also supposed to bring us a check for our store credit, but they did not send it with tech. Calvin texted last week saying he would follow up on the issues but haven't heard from anyone from Galaxy. Still amazed that upper management doesn't even care about their poor customer service and unqualified installers. Again, we paid Galaxy over $30K for a professionally installed pool and received maybe $10K worth of work from them. We had to pay someone else to dig the hole for them because they said they didn't have the equipment to dig here, and they would have to rent the equipment and didn't know when they could get equipment and schedule us. I would not recommend them. I can only see if you need resolution from Galaxy than you would have to take legal action. They took our excitement of having a nice pool this past summer and turned it into a nightmare that we had to correct. Lesson learned; we should've cancelled the whole deal when they started their ponzy scheme on it was going to cost more.