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:06/10/2025

  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.

  Purchased an above ground pool from Leisure World in May 2023. I purchased the expandable liner and asked for them to dig the middle down to 6FT. The installer only dug down 5 1/2FT. The liner had several wrinkles in the liner on the floor of the pool. When my husband asked why there were so many wrinkles the installer, ****, told him that it happens sometimes. Fast forward to March of 2025, my pool's side walls started to bow out and the entire pool liner ripped along the bottom of the side wall. The employees tried to tell me it was weather related repair and that I would have to pay $6,000 to have it repaired. Remind you it is only 2 years old. They told me it was ice damage and that the warranty wouldn't cover it. There is no way ice damage would have ripped the liner the way they are saying especially when there are no sharp edges to a piece of ice. I have asked them to help repair the pool based on the fact that I believe the liner failed due to the installation. I asked them back in March and here it is June and still no resolution. I just want them to replace my pool.

  Business Response

  Date: 06/11/2025

  ***** ***** purchased a 24' round Carvin Woodstock pool with an expandable blue liner to accommodate for a ****** bottom.  Date of purchase was 3/11/23 with an installation completed the first week of May 2023.   She paid to have it installed by Leisure World, Inc.  The installer we use has been building above ground pools for over 30 years - **** ******.
  
  
  Ms. ***** purchased chemicals from us on May 3, 2023 to get the pool started.  In the time since then, she has not been in our store to have her water tested or purchase chemicals.  Therefore we do not know how the water has been chemically balanced.  She claims she has many wrinkles in her pool.  Wrinkles are common for a variety of reasons, especially chemical imbalance.  Water level fluctuations can cause the liner to expand and wrinkle.  Cold water can make the liner ******, leaking to wrinkles.  Ground water, during heavy rains, could push the liner causing wrinkles.  We are unable to assess if any of those incidents occurred in the past two years.
  
  
  We were not contracted to professionally close her pool, so we are unable to assess if the closing procedures were properly done.
  
  
  Ms. ***** contacted us in mid April 2025 to have her pool evaluated.  We sent **** ****** out to evaluate and his profession opinion was ice damage.  Ms. ***** was not happy with that assessment, as she believes it was improperly installed two years ago.  We sent out another contractor with over 40 years experience, *** ******, and in his opinion, ice damage occurred to her pool.  
  
  
  This is a very common occurrence in ******* and usually homeowner's insurance will cover it.  We asked Ms. ***** to reach out to her insurance company.  She responded via email that her insurance company agreed it was ice damage, but denied her claim. 
  
  
  We have sent Ms. ***** the pool and liner warranties.  Item #** of the Carvin Pool warranty states it does not cover damage related to weather and freezing.  The Swimline liner warranty notes that wrinkles may appear and is not unnatural nor does it effect the warranty.  Ms. ***** feels that wrinkles in her liner caused her pool to be damaged.  She also says she has never seen a liner hang over the sides of the pool - but this is exactly how an overlap liner is installed.  You see the liner from the outside.
  
  
  We offered her a new pool wall at half price and we also offered her a new liner to go with it.  She still has her pump, filter and accessories.  Because she feels it was improperly installed two years ago, she may have to find her own installer to install this pool.
  
  

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  I have attached 5 pictures of my pool after everything drained out of my pool. The liner as you can see has multiple wrinkles in the liner and they are thick and you can tell that the liner was not installed correctly. 

  I still contest that this is ice damage. There are 2 neighbors in my neighbor hood, one right next door and the other across the street. We had the same weather and they didn't have any issues with their pools this spring. 

  As for going back to Leisure World to test my water or to have them close my pool they never said that we had to have them do it!! We live 30 minutes away from Leisure World and we don't go there very often so we bought our own tester to limit the travel to their location. Again they never said that it would void our warranty if we didn't have them test our water or close our pool!

  The pool liner is 2 years old and if the ice was to cause the damage, how is it possible that the tear in the liner is on the bottom of the sides where the ground meets it. Ice does not have any sharp edging that would cause a cut or tear in the liner. And if you think about it, Ice doesn't sink it floats to the top of the water never getting close to the bottom unless the water is completely out of the pool. 

  They offered to fix the pool for another $6,000. as you can imagine that is a lot of money to dish out again after only 2 years. All I wanted was for them to replace the liner and install it correctly!! They didn't offer to give me a liner as they said they did. I have saved my emails from ***** and *****. You can also see when we did notify them of the issue. 

  Now I am without a pool and now I have a broken pool sitting in my yard until I can afford to have it hauled away. I want them to make my pool whole again. I don't have an issue for paying for some of the repairs but I will NOT pay another $6,000 to have them fix it for not backing up their product. 

  They also didn't mention that I bought a hot tub from them, spending over $15,000 all on the same day!

  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 06/18/2025

  We are unsure of why her insurance company would decline this claim.  We have had many other ice damaged pools from this past winter and many other ******* in the past.  We have submitted two separate professional inspections, both concurred it was ice damage.  Ms. ***** herself said her insurance company called it ice damage.  The manufacturer's warranty does not cover ice damage.  This is where insurance comes in to play.  We have reached out to her insurance company on her behalf and have received no response.  She really must pursue this issue with her insurance company.  The pool was structurally sound and did have wrinkles in the liner, which would not affect the structural soundness of the pool.  She enjoyed it for two seasons.  She has the quotes and all of the information from us to present to her insurance company.

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  I submitted the claim to the insurance company and they said if the installer is stating it is ice damage then they will not cover it due to the fact that it was weather related! I am willing to reach out to my insurance company again to have them send me the denial but because Leisure World is stating that it is weather related. Again, I can't figure out how it is weather/ice damage when ice doesn't sink and our winter was not any different from the past 2 ******* i have had my pool! 

  Again, I still contest that it is based on the installation. I several wrinkles in my liner and now that there is no water in the pool, you can almost see that this liner might not even be the liner I paid for. My liner was supposed to be expandable so that we could have the center dug out more then the rest of the pool. As I have stated several times this pool shouldn't have only lasted 2 *******!! 

  Yes, Leisure World did send out a "3rd Party" to look at the pool but that was their person regardless if this is someone who works for them or not. I just want my money back at this point and they can prorate it if they would like but I need to get this pool out of my yard as it is a safety hazard and I can't keep it up any longer. 

  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:05/26/2023

  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.

  1. Rock in plumbing - ongoing issue, contractor did not covered any of the open pipes before they dumped rock and that rock had infiltrated the plumbing lines.2. Hollow sounds from contact with pool shell.3. Failure to rough grade around pool or reach a 10% grade as agreed.4. Extremely bowed pool shell.5. Broken landscaping pipe. 6. Cracked pool shell.7. Incorrect stub-up left during concrete pour leading to miscolored concrete deck 8. Industrial L-brackets had to be installed due to failure to call electrician for concrete pour to property complete grounding in the correct manner as was agreed - not resolved 9. Failure to deliver anywhere near promised on-schedule - ongoing issue due to installation failures 10. Concrete left in unfinished "rough grade" - never resolved. Contractor left copious amounts of concrete above grade to be delt with for rough grade to be complete.11. Equipment installed below grade, hanging off duratech polymer pad (rather than concrete) - corrected by contractor after requested 12. Purification by UV included in contract - never received 13. Pool not installed level - resolved by contractor after requested but likely not correctly, given point 2 above "hollow sounds coming from contact with shell"

  Business Response

  Date: 07/07/2023

  Sorry for our delay in response.  We addressed all issues to **************** to his satisfaction and he said he was removing the complaint.  We then realized we needed to respond before he could remove it.

  Thank you,

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