ComplaintsforFamily Leisure of Kansas City
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Complaint Details
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Initial Complaint
04/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
We have been a customer for over 20 years. Bought countless items from this facility. Pool, hot tub ,tanning bed, theater seating, swim spa. And all the parts and supplies through out the years. We have never had an adverse condition before. BUT NOW, Attempted to purchase a new spa cover for 4 months. 1st, I couldn’t get confirmation if it was available. Then couldn’t get the order placed, then had to wait for months for delivery. Then order wasn’t placed. Because confirmation that an order was to be placed was not confirmed as we were told it would be. Even though I contacted them several time. And missed the prior order. “we just received and order recently- but not yours”. Then order was placed and paid for, a was told three weeks. Then after three weeks it won’t be available for an additional four weeks - maybe! The last we were told( Mid April ) your cover has been completed, but now we have to wait additional time, waiting for the next time they have a truck load from manufacturer. It maybe two weeks it may be longer. I have never had issues with this company before, never explored my options of purchasing elsewhere, But maybe on the next purchase we should explore other options. November to May for a replacement cover- way to long!Initial Complaint
05/02/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
December 2021 we purchased a floor model spa for approx. $14,000. January 14, 2022 a spa was delivered to our home with a filthy, water stained brown cover, not the clean, black cover that we saw at the store. When we started using the tub we noticed a black speckled material being deposited on the walls and flakes of black in the water. Family Leisure claimed no idea of what this was or what was causing it. When we returned to the store to discuss in person, we saw what appeared to be the exact spa that we had purchased still on the floor for sale. Family Leisure claims that this spa came from the warehouse, however, at time of purchase they told us that there were no other spas available which is why we agreed to purchase the floor model. We would have preferred to buy a new model. We were also told that the spa we were purchasing was a 2021, however the spa that was delivered is a 2020 model. Since then we have had an independent technician come to evaluate the spa and he determined approximately $2000 worth of repairs needed at this time. He also said that the damage to the tub is due to it being improperly maintained (water chemicals not being maintained). We believe that Family Leisure switched spas and delivered an old tub that had not been property maintained. We have requested since February to have them take the tub back and refund our purchase. They have refused to do so and have not even replaced the stained cover that they brought to our house.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.