LEISURE WORKS

poolandspasale.com has a customer return policy that states that they will return any item within 30 days of the order being placed. On June 25, 2024 I purchased four SpaBoss Chlor-Aid 5 lb buckets at a cost of $244.76. When the order arrived I realized that I had purchased the wrong chemical. At the time of the order my local spa dealer has mistakenly told me to add this daily, which is why I bought the quantity of four. However, in the time between placing my order and it arriving my local spa dealer informed me that I am to add Shock daily. When my order arrived in the mail, I telephoned the company and asked for a refund. The man that answered the phone argued with me and stated that my order couldn't be returned for two reasons: "The Federal Government prohibits shipping chemicals such as chlorine and he also stated he had no way of verifying my buckets had not been opened. I called back today, July 25, 2024 and cancelled my automatic subscription and I informed him that I was going to give him a poor review due to his lack of customer service and not fulfilling his obligation to follow the company's return policy. He again restated that, "It's not my fault the Federal Government doesn't allow chemicals to be shipped!" He should educate himself because the Federal Government allows powder pool chemicals to be shipped. This should be obvious because his company ships them to customers as a regular course of business. DO NOT TRUST THE COMPANY OR THEIR REPRESENTATIVES!

I purchased a Swim Spa from Leisure Works and took delivery at the end of October 2020. At 33k, this was the most expensive purchase I have ever made next to my home. The swim spa has been plagued with problems since I bought it. I am on my eighth swim controller panel at the time of this writing, and it still doesn't work. Master Spa keeps working on it, and sending me new ones, so I have been hoping that issue will get resolved eventually. The bigger issue I have is the cover that was installed. I paid an extra $3000 dollars to get the top-of-the-line cover which rolls up instead of two covers with lifts on each end. When Leisure Works installed the cover, they installed a supporting shelf that was incompatible with the cover, and it prevented the cover from being fastened on one end. The manual clearly states that a shelf must be used, so the cover doesn't fall to the ground, but when I complained to Leisure Works about the installation, they said the shelf they supplied was better than the one Master Spa recommends. After six months the cover started tearing because of the shelf, and again I complained and asked Leisure Works to fix it. Kreg, the service manager, responded that they couldn't fix it because it wasn't a warranty issue and that I should stop using the shelf. He then suggested that I build a shelf out of wood for it. I told him that was an unacceptable response, but he stopped responding to my emails for over 6 months. After complaining about Leisure Works to the manufacturer repeatedly and finally posting a video on YouTube, I started getting responses again, but still no help. Instead, Kreg was condescending and refused to take any responsibility for the issues with the cover. At one point he even said of the installation that there was no right or wrong about the way the shelf was installed, it's just a personal preference. When I showed him pictures that clearly showed he was wrong, he just said all the back and forth was unproductive, and I should take an offered lower-end cover from the manufacturer with no lifts, and then he went silent again. If the situation requires anything from Leisure Works, they are unwilling to make any effort at all at resolving the issue. Dealing with Leisure Works has been the worst customer experience of my entire life. The fact that Master Spa allows this type of behavior from their authorized dealers makes me question them as a company as well. I would highly recommend avoiding Leisure Works at all costs.