"Leisure Living Pool Supplies Robbery!
Company sent sun2solar pool cover product in package that was not clearly marked. Item needed to be open to verify contents. No way to know what was inside until opened. Called company immediately after receiving product and said their policy was no returns if opened. (Was hoping my credit card company could help, but this company has no concern for customers.). They have horrible customer service and no time to resolve a problem. Be sure you realize if something is not right with your order, you are stuck according to their small print. They sent out product in package that did not identify contents and then refused to issue a refund and exchange for proper product size. No way to know what was inside package until it was opened. Would not issue refund when product was wrong size because it needed to be opened to see it which is against their policy that it can not be opened. Ridiculous!!! "
"I am contesting a fraudulent charge to This company, it's obviously not me, as the hacker almost duplicated a purchase I made 3 days before. Even with a police report, they won't help me, say that I'm responsible for return shipping and a 20% restocking fee. Also, purchased a "rip-stopper" pool cover last year, with a 15 year warranty, and it didn't last one season. Ripped all around the edges, useless. They won't honor the warranty. Biggest rip-off . Horrible customer service, poor quality products, and God help you if you need their help with anything. "
"This solar reel/blanket cover is nothing more than a tarp (that tears very easily & shreds on the ends) and the pieces of velcro aren't even sewn in, they're peel & stick velcro. I paid $18.99 for the cover but poolsupplies.com 'conveniently' added a $10.95 handling fee, but the shipping was 'free'. Seriously??? Get a life! This cover weighs 1.5 lbs. I can't imagine it truly gives ANY UV resistance to protect the cover. RIDICULOUS!"
"After moving into our new house which had a new liner professionally installed the week of closing, we discovered a defective seam in the new liner that caused half of the water to drain out of our pool. We got all the information from the PO to file a warranty claim. After over a month of going back and forth with them for over a month they told us the best they could do is give us half off a new liner....the liner had a 25 year warranty on it. Horrible customer service, never answered the phone, rarely returned our calls, and ultimately would not stand behind their product. NEVER EVER USE THEM FOR ANYTHING!"
"We got one of their pool covers. They ****. We are trying to install and it's ripping. This is nothing more than a glorified tarp that they added makeshift straps to. We are very disappointed in this product. "
"I bought 5 solar ring covers. They look nothing like the picture. They don't work and they will not accept returns. Save yourself and don't use this company."
"Let me start by saying that my professional work history includes 7 years of co-axial heat exchanger design as well as test station design and construction. BA in Mechanical Engineering.
Their "senior technician", Gary, has no formal schooling and stated that he is in the "pool business"; and that is his expertise from which he will draw his conclusion.
I purchased a Leisure Living solar pool heater kit (P# 805413) with the intention of putting it on my roof to optimize its performance.
I took it out of the box and unrolled the panels; letting them sit for near an hour in the sun on my driveway. While the panels were uncoiling, I started taking stock of the hardware that came in the box. Right out of the box I was missing components:
2 x SS Screws
1 x Nylon Strap
2 x Roof Mounting Brackets
I called them and told them that I was missing the parts; they sent them out without much issue.
The next thing I did was try the end caps on the NPTM ends of the heater...this is where issues arose.
I was able to, by hand mind you, roll the threads of the end caps right over the heater threads!! The caps were not the issue, because I tried them with a store bought 1.5" NPTM PVC fitting and they fit perfect. The male threads on the heater were too small! Because I didn't want to pay shipping to return the item, I tried to remedy the situation with copious amounts of Teflon tape and silicone sealant. Anyone in the plumbing industry knows that anytime you have to use more than 2 wraps of Teflon tape it is probably a lost cause and will not seal; but I was hoping that with the addition of silicone sealant it would be alright.
I was able to install the system on the roof and set my flow, with the use of their bypass, to 12GPM through the heater. My next issue arose!! The heater had a leak in one of the capillaries, right out of the box!! So I performed the manufacturer's recommended fix; which is nothing more than cutting out the capillary and putting a screw into the manifold to plug the whole capillary up. This issue was fixed.
The next day, I come home from work and there is a little bit of water on the roof...well...whaddya know, one of the end caps has a leak! The silicone held for a little while on that fitting...
The next day, Tuesday, I come home from work and there is water all over the place on the roof! One of the end caps popped off and drained my pool down to the bottom of strainer! This was the last straw...I called PoolSupplies.com and demanded a refund with them paying for shipping, citing all the issues I've had with this system.
They then got their "senior" tech involved. We were on the phone and this guy, right off the bat, was trying to play games with me, asking me vague questions in a superior tone...the arrogance astounded me. He then proceeded to tell me that I installed it incorrectly...
Well, their manual asks that you install the system with the flow restrictions in place; but if your pump has a hard time working with them in place you can remove them... I removed them and installed the panels in a hybrid fashion. This would reduce the back pressure on the system and not lose too much in heat transfer performance.
Gary could not tell me what the maximum flow rate through the heat exchanger is supposed to be, nor could he tell me how much back pressure is too much... I kindly enlightened him and told him that any flow through any plastic should be limited to 7 feet per second velocity...my 12 GPM flow rate was FAR below that threshold in a 1.5" ID pipe, and that my pressure would be far below whatever he was imagining.
He still stuck to his opinion that I installed it wrong and that was the law of the land. I then asked to speak with a manager there and he stone-walled me telling me that they don't take direct calls. I got off the phone with him and called back and asked one of the customer service people if I could speak with a Manager...and WHADDYA KNOW!! I got a manager!!
She started out by saying that getting my money back would not be an issue...then she backpedaled and said she needed to speak with her people...then she said they would only give me a store credit like they originally offered... After all the hassle, I don't want a store credit and I will never have any future dealings with these people.
I WILL NEVER DO BUSINESS WITH THESE PEOPLE AGAIN!!! And I will be sure to post my experience with every review website I can find!!"
"I am amazed at the negative reviews for this company, I have done business with them through ebay for a number of years and have never had anything but amazing service. My latest experience was a 20'x40' solar cover that, once unrolled, had had a hole in it. We called support on a Sunday, were offered the choice of a patch kit and a 25% refund, or they would replace it with another at no charge. We opted for the replacement and received a no charge order confirmation and tracking number 60 seconds after they received photos of the defect! Our telephone support person Leo was amazing! This company's ebay rating is at 99.5% with over 100,000 transactions! "
"from day ONE I was losing water(about 500 gallons a day) I couldn't locate the leak, I finally spent the money and got a pool specialist to look at it who uses Sonar equipment and has been doing it for over 20 years. He locates the leak and takes underwater pictures of it and he is CERTAIN its a seam tear and its covered under warranty since I've only had the liner for 2 months. I contact poolsupplies.com/leisure living and they tell me its not a seam tear and offer me a free patch kit and a $25 discount, after a brief conversation stating the customer service rep just repeated what the specialist said they would say word for word and going in depth of how the specialist explained the seam tear, they emailed me back with "your response has been noted" I will never nor would I recommend this site to anyone, not even a simple product."
"Purchased a pool liner from leisure living through PayPal... Item did not fit so they said to send back for a refund... Sent it back and they resent it to me with no refund... Contacted PayPal and was told to send to them again using same label... After they received it they told PayPal that they received used clothes instead of a pool liner...with was a LIE!!! Paypal compared the weight of the items and knew the company lied and refunded the money...horrible customer service ...completely crooked!!
"
"poolsupplies.com/Leisure Living is one of if not the worst company I have ever dealt with. We ordered expensive pool steps that were delivered in the pouring rain. The next day upon examination the steps were found to have scratches a protrusion and looked as if they were used. We emailed several pictures showing the defects and were told we signed for them and we were stuck, we simply wanted them replaced. Now they will have to go to court. "
"Worst company. Purchased a pool 10 months ago and it has already failed. They do not stand by their Full 1yr warranty. Stay away. Don't wast your time and money."
"This is the worst company I have ever dealt with! Our one year old pool cover was falling apart and still under full warranty. After months of going back and forth, the best they would do is send me another one but made me pay the $50 shipping, which I felt I should not have to do since it was under warranty and they had been so horrible to deal with! I wish I would have read the reviews on this company before buying from them. They get horrible reviews, and it has been incredibly unpleasant dealing with them. I ended up contacting the manufacturer directly because the people at poolsupplies.com were so unhelpful. It took me several phone calls just to get them to give me the manufacturer! They first told me that they didn't know who the manufacturer was.
I have had a pool and been buying pool products for over 20 years. I have never come across a company this bad.
These people are terrible! Buy from anywhere else!"
"I have been trying to contact them for over a month to return a liner that did not fit not only was it to small it broke the sidewalls of my pool which then I had to Spend an additional $2500 to have a new pool put in. I emailed photos like they asked and no one has gotten back to me. I have never seen such poor customer service as this company and I purchase large amounts of items on line from various sites. I will be calling my credit card company to open a dispute and have my money returned. "
"I bought a pool cover from these guys last June and it is leaking now. I have been trying to call them for 2 weeks now it puts me on hold and nobody picks up. I have waited up to 10 minutes on each of my phone calls. I sent them an email last week still no response.seems to me they just want the sale and forget about the customer after. "