Family Leisure San Antonio

"The GM at Family Leisure contacted me about an issue I had with a massage chair and quickly and professionally apologized and took matters into his own hands. I am happy to say that he has offered to exchange my damaged massage chair at no cost. If you have any concerns, I would definitely recommend trying to contact him directly."

"Upfront from sales, parts, to tech services the people have been very nice. They made the sale. From that point on it has been a very unpleasant experience. Feel like we have had to plead our case to get things done, from clean up, to scheduling, to repairs. We bought a spa and within the first month it went out. Upon delivery the spa was dirty and all I can say it had a grunge to the bottom base which I questioned which they stated was natural from probably being in the wear house, but their recommended electrician that hooked it up stated he had never seen a spa delivered in such condition. We requested to return it twice because of the initial condition and later that month when it went out. They would not take it back. Even when I offered to buy an infrared spa in place of the whirlpool spa. A few months later the spa went out again , the Digital Touch screen display went out which was Re-covered by a tech on a previous attempt to fix using a a thin film of plastic covering on the display. Water damaged happened. The whirlpool spa is indoors and well maintained, it’s just a lemon, even the head of the parts department agreed we must have gotten a lemon. We have had techs come out to repair twice, a third time bringing the wrong panel, and we are still waiting for another visit from a tech to replace a part and a missing seemed panel that wasn’t replaced from another previous tech visit. The spa has been out of commission going toward two months. People are nice on the front end but there are lots of excuses, defensive behavior, missed times on scheduling, where the right hand of the company doesn’t seem to know what the left is doing, and they’ve even stated how hard it’s been on them, coming from Thomas their parts service manager. I always felt the customer should be recognized as the ones going through the hardship vs them. It’s been a bad experience, as we have felt the need to document dates, times, events along with conversational statements of all the details associated with this experience, which could have been avoided if they just did the right thing in the first place as requested initially when the spa went down the first time. We all could have been done with this. Shame that something that was supposed to be a luxury enjoyable experience has ended up feeling anything but that! So out of the approximate 6 months of ownership of a “new” spa it has been down ~ 1/2 that time…doesn’t hold well for the future enjoyment of the spa, with the thought of future repairs and fees associated, along with having to constantly deal with family leisure….feels ugly, as if you are in a bad marriage!"

"I’m on my second installation and this is how they left my pool. Now I have a pool I can’t finish filling up (I’m wasting thousands of gallons of water) because the installation was once again TRASH. It’s not even family leisure is that installation company. So let me point out that family leisure themselves don’t do installations they have a company and THEYRE the ones messing it up. So far family leisure has been on top of the situation. Will keep posting UPDATE: I’m giving the company 4 stars only because of the installers they use. I feel like if they used a different company most of my issues wouldn’t have happened. Their service department in the other hand is pretty good. Haven’t had an issue on that end. The manager promised to have the issue addressed and he did. They should reconsider their installers. UPDATE 2/13/2023 Yes it’s been this long, I submitted pictures yet again back in Jun of 2022 (some lady said she would handle it right away) and nobody reached out to me. At this point all I wanted was my installation money back so I could pay someone else to reinstall. I had to pay money to fix the deck since the installers messed up the second installation AGAIN. My pool is still 4 inches off level so I can’t fill it up the way in supposed to or it overflows. They keep sending children to do this installation and they don’t seem to know what needs to be done. The pool looks exactly the way it looked when they did the first installation. I’ve called other Pool places and they have all told me the installation was poor and that’s why this is happening. I guarantee I will now be charged for this mess if they have to come out and fix their own mess. At this point I wish I could just get rid of this Pool. I have not been able to fully enjoy it and anytime my children use it I have to refill it enough for the skimmer to work since it ALWAYS overflows on the side the installers messed up. It seems like when they came out they weren’t aware of the actual problem and all they did was change the liner instead. Someone needs to reach out and make this right."

"Thank you Duncan for your help today! I have been struggling in pool maintenance for several years. This pool robot is well worth it. I have spent more time cleaning and vacuuming and figuring out the chemicals, I am exhausted to swim. I spent hours vacuuming… ugh. This Texas pollen is horrible for the pool. Your help today brought so much ease now I am watching the robot working and added your recommended chemicals… I am seeing the pool transform very quickly!!! Thank you so much!!! I can now spend time enjoying the pool instead of working in it!!!"

"We do miss them being located on San Pedro. However, we are glad we drove up this way to see what they had. They have a very nice collection of hot tubs on display. Their prices are not that bad either. We plan to definitely be back in the near future as we hope to purchase a few new toys and pieces of furniture for our home. Salesman was very nice and not pushy like you get at most furniture type of stores either. That usually tends to make us leave and not buy anything. So we appreciate that. We will return."