ComplaintsforBackyard Leisure, LLC

• Initial Complaint

  10/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Bullfrog A6L Standard trim hot tub as a Christmas present for my family on Dec. 22, 2023 from the Raleigh Backyard Leisure store. I made the purchase in the amount of $10,884.91 by personal check, and was assured by the salesman ***** ****** that the tub would be delivered to my home in *********** by "late February, 2024". Beginning in mid-February, 2024, I began calling Mr. ****** to get an update on delivery, and was repeatedly told that the delivery was delayed, with no firm delivery date provided (only estimates of "next few weeks", or "end of the month"). After doing this a while, I began speaking to Mr ******* manager **** *****. This pattern of delay then continued with Mr. ****** with claims such as the tub "is likely on the next shipment from the factory in ****", but never with a firm delivery date. New delays emerged with every call through mid-July, until ultimately I was passed on to Mr. ****** manager, **** ********* who works out of the Kernersville store. Multiple rounds of emails and phone calls with him led to new promises for delivery and a pledge for a discount reimbursement for my troubles of $1000. In September, I lost contact with Mr. ********* but in late ****** began communicating by email with the owner **** ******. Mr. ****** reiterated the pledge to pay the $1000 discount reimbursement and promised to have our tub delivered imminently. A check for $1000 was received from Backyard Leisure and deposited in my account on Sept 18, 2024, but only after my bank put an initial hold on the transaction due to prior incidents of insufficient funds from that account. Now I have also lost contact with Mr. ******* and no tub has been delivered. In the absence of a tub being delivered, and even with the $1000 discount reimbursement, I am owed $9,884.91 from this apparently fraudulent company for the hot tub that I purchased. I have receipts and emails from all of the above individuals to back up claims in this statement.

  Business response

  10/31/2024

  We apologize very much for the delay and refunded the customer $1000 for their patience.  Their spa should arrive shortly and we will deliver it when it arrives.  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub from this company 9/28/23 and was initially told that it would be delivered 12/12/2023. I have a contract from them stating that it would be delivered within 3-4 months. I have received numerous dates since then on estimated arrival but have yet to receive the product that has been paid in full.

  Business response

  07/17/2024

  We spoke to this customer and we agreed that we will have her hot tub delivered by 8/16/24.  It is expected to ship next week and we should have it delivered well before that date.  Backyard Leisure apologizes for the delay and we thank the customer for their patience.  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Vita Prestige hot tub on August 26th of 2023 from Backyard Leisure in **********. It was supposed to be delivered in November or December of 2023. Hot Tub is still not here as of today, May 13th 2024. At this point I am seeking a refund because this does not appear to be a stable business.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Bull Frog Hot Tub at Backyard Leisure in Concord in May 27, 2023. The total amount paid in full was $21,001.00. I financed $18,901.00 through GreenSky and paid the remaining balance with my **************** credit card. I also paid an electrician $4,800.00 to prep the wiring for the hot tub. I was promised delivery in August 2023. There was a delay, which I understood. However, it is now March 2024 and I still have not received delivery of the hot tub. I have called on many occasions to try and get an explanation for the delay. I was told the hot tubs were recalled because of a leak. I called Bull Frog who did not know of a leak. I then began to call the ************ store in attempt to get an answer as to where my hot tub was. I still could not get an answer. My wife also called to no avail. The employees at the Concord store became very disrespectful and aggressive when I started to question them about the delay. One employee told my wife to look at the contract when she called to question the delay. My wife, ***********************, sent an email requesting a refund to which we haven't gotten a response. I continue to call the store. I get no answers. The Concord store began to give me fake dates of delivery. I say fake because we still do not have the product we ordered. I have made 9 payments on the loan and still do not have the product. I cannot get an answer or a true and accurate date of delivery. I at this point, believe I have been scammed and this company has stolen my money. I believe this company has no intentions of providing the merchandise I purchased from them. It will be a year in May 2024. I want a refund.

  Business response

  03/06/2024

  This tub was purchased in May 2023.  We are working to get this tub delivered as soon as we can.  We appreciate you business and your patience.  

  Customer response

  03/06/2024

   
  I am rejecting this response because: When we purchased the hot tub we were told the delivery time would be in 3 to 4 months. Every month since the 4th month, if we were able to reach a person at the store to speak to, we were not given a delivery date or we were given a fake date apparently just to get us to be quiet. We have called, left messages, gone to the store and written an email to get no response. It is 10 months later and we still do not have a delivery date. We never received a response to the letter my wife emailed to ****, the General Manager. The only reason we received a message/response from Backyard Leisure this time is because we filed a complaint...and the message still does not give a delivery date. This is simply unacceptable. The fact that the store has been so uncooperative in responding when I called to ask where a product that I paid over twenty thousand dollars for is unconscionable behavior. I do not want anything from this store but my money back.
  
  

  Business response

  03/13/2024

  We understand the customer's frustration with not having their product yet.  We intend to have this product delivered within the next 45 days.  We apologize for the delay and thank you for your patience.  

   

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Hyrdropool swim Spa from this company in January ******************************************************************** delivery because of manufacturing issues. We were required by the company to pay upfront in order for them to place the order for the spa. We called every few weeks from January 2022 through April 2023, most of our phone calls were ignored and never returned, when we did get anyone on the phone we were told it had been ordered. The work order from the manufacturer indicated the order wasn't even placed until 12/2022. We were assured by BYL that they would be present every step of the way for setup and delivery. Delivery was on 4-26-2023 after being being rescheduled many times. The crane operators installed the spa in my location and BYL never came out to give us any information. we had to unwrap and set up the spa ourselves and with phone support from Hydropool. The cover we paid $5000 for was ordered in the wrong size so we had to purchase a tarp to cover it and wait for them to drop off a loaner eventually. It then took 4 months to get our cover. Our most recent issue is a broken diverter valve cap on 12/18/23, I requested service that day and was told they would immediately send the part and there was no reason for a service call. After numerous phone calls I was told the part was on backorder and we should get it soon. It is now 2/26/24 and nobody is responding to my phone calls or emails. I bought this swim spa from this dealer because I was told it was necessary to go through a dealer for warranty service, at this point the service has been so nonexistent that Hydropool will give us the name of a new dealer for future warranty service. We have at this point diagnosed and repaired the spa at our own time and expense, We are not looking for a refund (we love the product)only $128.63 for parts, our purpose in filing this complaint is to make others aware of the stress, problems and lack of service when dealing with BackyardLeisure.

  Business response

  03/13/2024

  Backyard Leisure apologizes for any delays in getting the customer their product.  Last year was very challenging on receiving shipments in a timely manner from our manufacturers.  We are happy the customer loves their swim ************* are here to handle any warranty issues that *** arise in the future.  

  Customer response

  03/15/2024

   
  I am rejecting this response because:

  The business has still not addressed the warranty issue that arose in December 2023 nor have they reimbursed me for the parts I had to procure myself to repair the Swim Spa. This response is not an answer to my complaint. THey have always said they are available for warranty concerns and yet they do not respond when an issue arises.

  
  

  Business response

  03/18/2024

  Backyard Leisure apologizes that we were not able to service your issue from December in a timely manner.  We will send a check to you to cover the cost of the parts.  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 30th 2023 we bought a 2023 hot tub from Backyard Leisure ******* ** and was told the lead time was 3 - 4 months. We were told either way 100% for sure before Thanksgiving. We paid for the hot tub in full as that was the only option given. Backyard Leisure Concord has never reached out to me in regards to the delay but every time we call in we are promised its on the next truck. We called a total of nine times and twice was told it was tagged with our name on a truck - on its way to ************ ** (Jan 28th) and that they would reach out set up delivery. Here we are in February **** ( 8 months later ) and now they are stating the people whom promised anything to us no longer work there. They are still advertising ********** they can deliver in 3 - 4 months and a deposit is required which is a lie. I was only given the option to pay in full. They are claiming the delays are Covid related which is a lie - we are years past Covid and I am a manufactures representative for fiberglass and acrylic tubs and delays in that industry diminished in early 2022. We have been more than patient with Backyard Leisure Concord even though we missed the entire hot tub season and now we are waiting an undisclosed amount of time for last years model. No reasonable person would give out almost $19,000 for a hot tub with infinity and the ship date. If we were told we could potentially wait a year or more we would have never agreed to the purchase agreement. I asked for my money back and was told the contract states no returns but apparently the gentleman I entered the contract with no longer works there.

  Business response

  03/13/2024

  We understand the customer's frustration with not having their product yet.  We intend to have this product delivered within the next 45 days.  We apologize for the delay and thank you for your patience.  

  Customer response

  03/16/2024

   
  I am rejecting this response because:
   
    Promises have been made for too long and broken every time. When we call to inquire, we are promised it's on the next truck, and twice we were told it was tagged with our name on a truck. In January, they stated it was physically on its way to ************ ** (Jan 28th) and that they would reach out to set up delivery. When I called to inquire on delivery that never happened, AGAIN we were promised there is one person ahead of us and we would have it by the end of February. This was not that manager that no longer works there, this was someone new. We called Bullfrog directly to inquire, spoke with *** who was not able to find our order, and indicated no order has been placed. She was trying to contact the owner with no luck. This means Backyard Leisure has $19k of my money with no intention on ordering my hot tub. Where is my money?

    Here we are in middle of March 2024 still waiting on broken promises and a hot tub that is now last years model. 

    We have been more than patient with Backyard Leisure Concord even though we missed the entire hot tub season and now we are waiting on another promise to deliver.
  
    If we were told we could potentially wait more than the promised time of 3-4 months, we would have never agreed to the purchase agreement. I asked for my money back and was told the receipt states no returns.
  

  At what point is this considered a breach of contract? We were treated unfairly and in a deceptive manner. You allow only certain people to put a deposit down but require other people to pay in full? We were told we could not make a deposit due to Covid???? So now, because you forced us to pay in full, your disclaimer on the receipt takes away our rights. 
  

    Shame on you and your deceptive business practices.

    At this point we just want our money back. No more promises you cant keep.

  
  

  Business response

  03/28/2024

  This customer's spa is currently in production.  We sent them an email yesterday with the confirmation from the manufacturer.  According to the manufacturer, it should ship within the next week.  We expect to have it delivered to the customer within the next 3 weeks, depending on shipping times.  We apologize for the delay, but the spa should be here soon.  
  

   

  Thanks,

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

  Backyard Leisure

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a spa on 2/21/23 for $23,949 + $250 for "Five Star Delivery"Delivery expected per invoice May or June arrival.Spa dropped off after July 4th. No explanation of anything, damaged to rods that lift top off.After downloading the manual because one didn't come with it, I proceeded with setting up the spa.During setup I noticed that the wifi component of the spa wouldn't work and that was one of the most important features for safety. It would notify every time the lid was open and give ability to monitor since I have kids. After further investigation, the spa did not come with that feature.I notified *******, Backyard Manager, who I ordered it from and he said he would get the part. It's been over 6 months since delivery and almost a year since ordering and I still get the run around. I''ve called, sent email and even visited in person. No resolution to date.

  Business response

  02/02/2024

  Good Morning,

  ******************** did purchase a hot tub from us. The WiFi module was not on his original invoice, so when it was ordered, we did not add that to his hot tub when it was produced. However, there is no excuse for why it has taken this long to order it and install it on ******************** tub. This should have been done months ago. I have spoken with our Concord Store and they have ******************** scheduled for install of the WiFi module on Monday 2/5/24. 

  I do want to note that the WiFi module does not alert you if the cover is open. It simply allows you to adjust your heat and operate the jets remotely from your phone. It will also notify you if your hot tub requires service. If ******************** is looking for a safety feature to prevent someone from entering the tub, he would need to use the locks on the cover that the manufacture provides. 

  I apologize for the delays and look forward to installing this WiFi module for ********************. We also look forward to serving him in the future, in a much more timely manner. 

  Thank You

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid in full for an outdoor spa on 6/20/23 with the understanding it could take a few months for delivery. Each time we called for an update we were given the run-around. Its now been 7 months and the manager no longer works there. We seek a full refund since they are unable to satisfy our contract.

  Business response

  02/02/2024

  ********************** did purchase a hot tub from ** on 6/20/23. We will get a ***************** date and notify him as to when he can expect to receive it. Yes, the store manager is no longer their and he is the one who sold the tub to *********************** 

  We apologize for the delay and look forward to serving ********************** better and in a more timely manner in the future. 

  Thank You

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a deposit on a hot tub almost 2 years ago, and was on a wait list for the product to arrive. My situation changed drastically when I became the caregiver for my father with Alzheimer's less than a month after that happened, and after he passed I had no need for the hot tub any more. I have in writing that the deposit is refundable, and have provided that to the company over 3 weeks ago. The company also never told me when the hot tub arrived, not a single correspondence from them to me in the time frame mentioned. I have tried for weeks to get in touch with the person in charge of refunding the deposits and can not get in touch with her. Anyone I talk to states that person isn't there and "it's not just as easy as writing you a check". I'm sorry, but it is that easy. I've even offered to come pick up the check, despite living in a different state now. If someone would speak with me I wouldn't have to be doing this.

  Business response

  03/13/2024

  We will look into this situation.  The original deposit was a few years ago.  We have to verify the details before we can process the refund.  We apologize for the delay and intend to have this resolved soon.  

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered the Hot Tub the first part of March this year 2022. The salesman Will stated it would take several months to get from the manufacturer and shipped to us. We received a phone call the last part of August stating our Hot Tub would be here and we scheduled a delivery time. We received a call the day of delivery and the delivery guy could not find ours. In the process we had to rush *************** to get finished so we could have everything ready to go when delivered. We then called the store for them to rectify this situation. They decided to give us our exact unit off the showroom floor and give us a free year of chemicals. We agreed that would be ok and lets move forward. We got the Hot tub delivered and I had my electrician come out and finish the job. He then finds out that all the part were not there for him to wire it in. We also were made aware that our OZONE that controls the chemicals was not installed with the unit and they would put it on a later date within a couple of weeks. We had to call the store once again to explain to them parts were missing. They sent a repairman out and he explained to us the situation and what was missing. It seems someone who repairs the units for this company took parts out of the floor model Hot Tub we received and most likely used on another one for a repair. So, the repairman had to go back to the store and retrieve parts from another hot tub to get our working. This took several more days. Amidst all our frustration, we asked the manager ******* to make this right for all the time and frustration this has caused. He stated he would give us a $350 rebate. We have been to the store face to face with ******* twice and each time he states he is emailing some lady in cooperate and would copy me on the email to get my rebate. I have to date never received an emailed from anyone and still waiting on my rebate. I recently called one of there other stores in ************, ** and spoke with three different individuals that work in the store. Each time asking to speak with the district manager *************************. They have taken my information and **** has yet to call. I asked the store manager ***** to call **** on his cell and have him call me immediately. Still not a call from him. I received a call from ******************* who is just and employee, stating the original part is on back order and he would look for that part from another manufacturer. At this point I am without my Ozone and rebate. I have filled my Hot Tub up twice and it looks like when or if my part gets here, I will be draining it and filling up again. I cant understand how calling another store and a willing employee is trying to look for other options. The Hot Tub I purchased at the Backyard Leisure Concord location did not attempt to find another vendor for my part or resolution. If they cant rectify this situation soon. I guess the next thing to do is get an attorney involved. This is so not necessary. I am spending my time complaining to the BBB about something that if this company cared anything about customer service my situation would have been resolved by now! Myself and my wife have spent so much time calling, taking off work, driving to the store to talk face to face. This is not what customer service should look like.

  Business response

  12/13/2022

   ******************** was part was installed on 12/12/2022 and the customer is satified 

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