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My pool heater stopped working due to what I suspected was a broken igniter. I called Leslie service on a Saturday and let them know what kind of heater I have and the suspected problem, but the service person acted like she had never heard of a pool heater before and could not tell me whether Leslie stocked parts for my heater. She sent Dennis out on the following Thursday to service the heater. Dennis took a quick look at the heater, and he called me to tell me that my house’s gas meter was not suitable for the heater and needed to be replaced before servicing the heater. He also said I needed a new igniter and another sensor, and he said that the heater may be damaged so I might need a whole new heater. He said that he did not have the parts in stock, that he would have to spend an hour or two on the phone to find them, and that it might take months for the parts to come in. My gas meter has been there for over 20 years and has never causes a problem with the heater or anything else. I went online and found the igniter in about 30 seconds at half the price he quoted and available for next day delivery! I stopped by Texsun on my way home and picked up an igniter and installed it the next morning. The heater works great! I did a survey from Leslie with these facts, but never heard from them. NEVER USE LESLIE SERVICE.
Date of experience: November 13, 2020
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Dishonest. I ordered a 50# bucket of tabs almost a month ago and they promised I would get it when I went in there. They had plenty of 35# I could have bought at the time. Now they cancelled my order, but didn't cancel ones for people that paid more. Greedy!
Date of experience: May 21, 2021
My wife takes water in and the guy runs it..turn around and hands her the paper..when she asked a question about the procedure he tell her "there are four pages there and goes to wait on someone else. When he overhears me on the phone say "FU$# HIM:
He tells her to leave..he is not dealing with her.
Kinda thin skined to be in business with the public...
He Backyard fun is just down the street...so Leslies can go broke for all I care...you not the only dealer around...Never again...
Date of experience: June 24, 2022
In early May I ordered a pool cover. Two weeks later their technician came to measure - 18X36 -- stock size. They quoted me $619.99. One month later he came back, I assume to do the installation. I let him be. Two hours later he had disppeared. The old cover was still on the pool. I called the store. They said they would find out what was the problem and call back. They never did. I went there twice, spending up to 45 minutes each time while they fiddled on their computer. On July 28th they told me that the price was $919.99 not $619.99. I told them if they could not honor the first quote to hold off. After the second meeting I went on line and got one for $413 before tax, free Amazon delivery in FIVE DAYS! If I ever buy something from Leslies again you can have me committed for insanity ;-)
Date of experience: July 29, 2022
I went to Leslie's pool in Bartlett, TN and asked to order a Spa Cover. They gave me the form and I filled it out. There were some questions that I needed to go home and fill out about measurements so I brought it back the next day. The girl working there on Wednesday May 26 told me that they got a new phone system and could not fax any orders. She called someone and they told her that they would call me the next day with a quote. I never received a call so I called them. A guy answered the phone and left me on hold for 20 minutes. I hung up and called back and he told me there was a line of customers and he had to take care of them first. The courtesy thing to do was to tell me that instead of leaving me on hold for 20 minutes. I am done with this company. I will order from someone who cares.
Date of experience: May 28, 2021
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Called Leslie's to come out and address a flow issue with my pool. The pump took a dump. impeller shot.
The tech replaced constant speed 2HP with a variable speed 1.65 HP pump. Told us what a great pump this was how very reliable it is and how it would save us so much money. Pump at low speed does not move enough water to keep pool clean. Tech left pool in service mode and told us that it had to stay there to run all the time. Controls do not work in service mode. Pump was leaking after install as well. When called to come out to address these issues that same day they told us that another service call charge would have to be billed at $175. We could not believe this. Called them back again and they told us if it was not a pump issue we would be billed. We have videos of the leaking pump. Once they came back out and verified that it was in fact the pump, they then told us that they have been having all kinds of issues with that pump and that we now have to call the pump manufacturer to come out and repair or replace that great pump they bragged was so good and sold us less than 30 days ago. The customer service and support in this case is terrible at best. We can't believe that they won't repair or replace this leaking pump. We will likely never shop at or use Leslie's again and highly recommend that you take this as a warning unless you like being misled and wasting time and money.
Date of experience: August 02, 2023
Ordered and paid 95.xx for a 20 lb. container of 3 inch chlorine tablets, thought I was reserving at a store that said they have them in stock. Email said pick up today, headed to the store, 12 miles away. The manager said he had no paperwork on his end stating I ordered it. The order number is not a good number. He had 20 to 30 containers sitting on the floor. I said, I have a screenshot of the email to pickup. I told him when my order comes in you keep it, let me take one of these. No, he said. I called Leslie company. What a run around, called my banking institution to stop the payment , they said the payment went through. I have no product. I am currently on hold for the 3rd time. They said they would send me an email to me to provide them with a screenshot of the purchase and bank payment, never received the email. Still telling me its a bad order number, they sent the email with that order number.
Date of experience: May 13, 2021
Had new pool equipment installed and now I've had the chance to turn it on and hopefully enjoy my pool no such enjoyment soon as I turned new equipment on nothing works gauge stays at 0 no pressure in water at all skimmer has no water movement and this is what I get after spending almost $4000.00 and to add insult to my issue they schedule me a tech to come and check it out on May 6th but today is April 20th so because of your equipment failing to function properly I have to wait this long to have my pool issues taken care of also if someone cancels we will move your appointment up hows that for great customer service I've spent my money already and this is the best you can accommodate me this is ridiculous and no way to treat a paying up front customer the proper response should have been Mr. Smith we are so sorry your pool is not working please except our apologies and we will get someone out today or tomorrow to fix the problem you think.no such response wow give me a break you are the leader of no customer service you take top awards.all statements here are true.
Date of experience: April 25, 2020
Went into Leslie's today with my Polaris.. All I wanted was the guy behind the service desk to tell me what was wrong, I would fix it. He told me to leave my information he would get back with in 2 days that he had people in front of me of which there's no one in front of me nor behind me...he would not give me customer service and told me I had to be in line????WHAT LINE??? I JUST NEEDED A LITTLE ADVICE. IT WOULD HAVE TAKEN HIM A NONO SECOND...HE DECLINED. TOLD ME TO GO SOMEWHERE ELSE. I ASKED IF HE DIDN'T JUST HAVE TIME TO TELL ME WHAT WAS WRONG....HE SAID NO........I SAID ARE YOU DECLINING TO GIVE ME CUSTOMER SERVICE... HE SAID YEP GOTTA WAIT IN LINE......HIS NAME WAS TROY AT THE HULEN STORE............ Troy was very rude, condescending, arrogant just plain disrespectful. I told him I was going to the DM and he said go ahead..... Absolutely pathetic. I was in there to spend money and I just needed a little advice and help. Don't go to Leslie's
Date of experience: April 04, 2022
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The worst customer service I have ever experienced. I'm sorry I can't give negative stars.
We ordered a custom spa cover in early March. The website indicated it would ship in 3-5 days at the time the order was placed. Checked back several days later and the estimated ship date had moved to early April. Checked back again in early April and the ship date moved to mid April. Then late April.
E-mails and FB messages kept getting me different reasons for the delys....the warehouse was out of stock...there was a bug on the website...the factory was a little behind...always something different, and still no real answer. The last update (6 weeks after order was placed) was that they could PROBABLY provide a tracking number in 2-4 weeks.
I wrote them back and complained about the lack of customer service. But I told them if they could guarantee we would have our spa cover in 4 weeks (grand total of 10 weeks!!!!) that we would keep the order. Several days passed and they never replied.
I should have listened to all the other people who said they were a shady company to do business with, but I didn't. I hope YOU listen.
The ONE positive thing I can say about the entire shopping experience is that I paid through PayPal at the beginning of March. They didn't "cash" the payment, so PayPal cancelled the transaction 30 days later.
I have been doing business in person and on line for a very long time, and I can without a doubt say that I have NEVER had this bad of an experience with anyone.
Date of experience: April 22, 2021
My complaint is about price. I just want people to be aware. I just purchased a vacumm depris bag. I should have compared prices with other stores but I needed it ASAP. The price at Leslies was $49. When I did check other stores the price ranged from $29.99 to 34.99
Date of experience: April 30, 2023
On July 8 I took my pool water to Leslie's Dundalk location to have it tested. I told the cashier the pool was green. I was told I needed hardness plus and shock. I purchased a container of hardness plus and four bags of power powder plus. I asked the young lady if I needed green to clean as that was what was told to me once before when I had a green pool and she said no the hardness plus will bring up the PH and correct other elements just put the hardness plus in and then shock (whatever the time frame was). I put the chemicals in, then I called the Bel Air Road store and explained to the young man my concern about the water test. He pulled up my account and entered that the water was green and told me the green to clean treatment plan.
I spoke with Michael, explained the issue to him and he said that I could go to the store in Dundalk and get the green to clean and because Leslies gave me the wrong treatment plan on 7/8 that they would comp the green to clean for me. He would tell his Dundalk employees. I encountered Jay at the store and when I asked Jay a question, he got upset and said that i went to another store for a test and that I guess I think he should give me all the chemicals free and started tapping on the keyboard of the register and said here here take everything free take it all. All of this in front of several other customers. I tried to tell Jay that i called the other leslie's location to discuss my test because I was concerned that I wasn't given the right chemicals the first time and Jay continued to banter back and forth with me in front of other customers and was very rude. I called Michael again and he was kind enough to refund me for any purchases that I made that week. He also directed me to add chemicals which I did and still no change in my pool water. Saturday michael directed me to go to the White Marsh store. I spoke with Kimberly she gave me instrucstions to put soda ash and shock in the pool and said i was at a chlorine lock and this would suffice. Today is Monday and still no change in my pool water. I've texted Michael today and received no response. I'm furious with Leslie's and you cannot find anyone to clean pools anymore so this puts me in a predicament of emptyping, cleaning and refilling my pool
Date of experience: July 08, 2023
We ordered an above ground pool from Lesle's in early April of 2020. The site and email conformation said the pool would ship within 3-5 days. Two weeks later, I sent an email inquiring about the status of the order (there is no way for you to look up your order using your order number on their site, even if you "join" the rewards program, so don't bother wasting your time with that process - it will only result in dozens of emails from them). Fast-forward to May 1st, still no pool and no response from the company, we decided to call the 800 number. After waiting for 45 minutes, we got through and were told that the pool would ship in 2-3 weeks. A week later, I received a voicemail stating the pool was out of stock and would not ship. A month after ordering the pool, they called to say it was out of stock. This was trenendously frustrating, because it's now nearly impossible to get a pool. A few days later, I called because we hadn't been refunded for the cost of the pool. I waited on the phone for another 50 minutes, and finally got through to customer service. The poor person who helped me told me that this happens ALL THE TIME, and she fields calls like this from them every day. She said there's no reliable way to get through to them via email, and they frequently don't respond. I asked about the refund for my purchase, and she said she would try to move it through. She said if I didn't receive a refund in another 7 days, I should dispute the charge with my bank. I am grateful for her help, and received the refund last week. As far as I'm concerned, she was the only positive part of this process. T
The bottom line: Leslie's is terrible. Their online customer service and communication are dreadful, and I would never recommend them.
Date of experience: May 12, 2020
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6/12/21 "This review deserves a NEGATIVE 0 Review..If you intend on getting your item then don't purchase online. Leslie claims my $2,000 pool was shipped but yet the freight company has no records of even picking up my pool. The freight company is wanting documentation on where the driver signed off on my pool when he picked it up from the warehouse, but Leslie's can seem to provide that information either. They provided me with a fake tracking number. The freight company says they don't have any records of my pool being picked up or have an order for a future pick up. There are no records of anything that is suppose to be shipped to my address. Customer service keeps telling me that my pool is on it's way. One even told me that the tracking number they provided me was a temporary which is ridiculous because I contacted the freight company and there is no such this as a temporary tracking number. The lies..the Lies..The Lies. This company should be shut down for stealing from their. So I' out of money and a pool. Will just have to dispute this with my credit card company..What a scam! Read their 1 Star reviews online and believe them..I wished I had read the reviews prior to my purchase. I am now out of $2,000 and no pool for my kids this summer. I have had the go around for the past 2 days and they keep telling me my pool is in transit but yet the tracking number they provided is invalid.
UPDATE: I was sent an email telling me something totally different this evening..Leslie's claims the still have my pool and it was never shipped out Everytime I talk to someone it's a different story..I will have more Updates soon! To Be Continued...
Date of experience: June 12, 2021
I arranged a service call with them and waited for the window and they never showed the first time. I called and the dispatch said it was rescheduled waiting on parts. I thought that was a little weird so I told her no one ever came so how can it be waiting on parts. She said someone would call me back to straighten out. No calls for 2 days so I called back. Again they stated someone would be returning my call and nothing the next day either. Then 2 days later I get an email while I'm at work that the technician is in route. So I had to hurry and leave work 30 min away and was able to get home on time. Technician did check anything just listened and said oh its the PC board that needs to be replaced. I asked how much and it was like 275.00 I said fine let's do it. He said he needed to order cause they didn't have in stock and I was like ok how what do we need to do and he said I'll add it to my cart on hold and it will send you a link to purchase and once it comes in I can come out and replace. I said fine. He gives me his service call bill for 89.00 for what I think was doing nothing but I paid and he left and about 10 min later I get the link that doesn't work to order the part. By this point I'm like to hell with it I'll order it and install myself. New board comes I install and same issue! It ended up being the Hi 1 sensor 20.00 and works with original board. Had he done his job and actually did some trouble shooting this could have been avoided. A friend of mine had a similar experience! I would say stay away and I will be telling all my friends with pools the same.
Date of experience: September 21, 2021
They are a RIP-OFF!!!!!
Don’t waste your money!!!!
You can purchase same items
at WALMART for 1/3 the price.
They should be put out of business!!
Date of experience: September 30, 2020
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