Leisure Industries

Where to begin. Biggest joke of a company. Charged a fortune for the pool which was a year and a half delayed. Sub out the install and excavating of the pool. Pool had a bow in it. Used the argument that the pool bowed after hardware began even though we provided pictures of the day of the drop which shows the bow. Continuously put the blame on anyone but themselves. Jill and the old guy there literally have zero customer service skills and knowledge what their doing. SAVE YOUR MONEY AND HIRE A PROPER POOL COMPANY THAT TAKES CARE OF
EVERYTHING. TRUST ME. I'll gladly provide info and pics to anyone to show this review is 100% real.

We purchased the pool in March. Installation was included. They sub-contract installers and that is where the deal falls apart. The weather until this week was dry, yet the installers were not showing up, nor answering our calls. Leisure Industries were not helpful. Finally, end of June, they deliver the pool and we pay for it. We hired people to dig and level where the pool was going. We brought in an electrician and gas people. Please note, we did all that work and we paid for all that work. The installers, no name on their vehicles, show up for half a day and finally start! The next day: it rained in the morning, but not for the rest of the day. NO Show. The next day: rained all day. The following day: no rain. But, they do not show up, nor answer repeated calls and texts.

I blame Leisure Industries for sub-contracting to un-named installers who are unreliable. Our back yard is a mess! Four months later and we are still without a pool!!!!

We bought our in ground pool from a company that sources from Leisure and so it was natural to look at them along with Pioneer and others in the Oakville area for ongoing advice, to buy chemicals, etc. These guys know what they are talking about - Pat and Jill Have incredible knowledge and are happy to help their customers. We have never had algae or any issues. Pat taught me how to open/close my own pool. When i needed to make a repair they even split a package of parts so I didn’t have to pay for the whole thing.

I bought my above ground pool from Pat about 3 years ago and I was so happy we decided to go with Leisure Industries. Pat's knowledge about pools really helped my husband and I make a decision on the best quality equipment we could have and how an ionized pool would be the best route to go and he couldn't be more correct! My pool water has never once had algae and has always been such an easy process maintenance wise.
This spring when my husband opened the pool he couldn't get the pump working. After My husband still couldn't get it to work after some tricks Pat had explained to him over the phone, Pat offered to come by and have a look. He showed up the same day and had it going in 5 mins! He also didn't charge me for coming out and helping my husband! I was in shock over the amazing customer service Pat offered us, no other company would bend over back wards to help their customers the way Pat and Leisure does! Thank you Leisure Industries for your honest product recommendations and OUTSTANDING customer service.
Would highly recommend Leisure Industries to everyone!

I had the same experience as the Everyday Homeowner. When we were researching Fibreglass Pool builders I could not find a bad review on this company and they had been around for a very long time. The sign on their door says "Come in we're Awesome" but it really should say "Come in we're AWFUL". What an awful nightmare! Holmes on Homes does not prepare you for the nightmare we experienced with this company. I have never been treated so poorly by a company in my entire life especially after paying 50K. You would think they would be going out of their way to please you and ask what you want as the customer but instead they send children to install your pool and yell at you if you complain about anything. Then they overcharge you for things that would be included anywhere else. The responses by the owners on these reviews and elsewhere are utter nonsense and please don't believe them . Do yourself a favour and get valid references and if they cannot provide you with at least 10 glowing ones there is a major issue! Don't believe the excuses!

I have never been so impressed with a company and how they helped me with a problem I had. My husband was renovating our pool deck on his own and broke part of our skimmer. The concrete truck was due to arrive in 1 hour and we had to have this part. It's a very old pool and no one seemed to carry this part. The girl at Leisure called her supplier and sent someone out immediately to pick it up and bring it to my house just in time before the concrete truck arrived. Now that is service!!!

Quick summary of scoring as a 0, then the detailed review:

-1 Project timelines were discussed and not met. We came across the revised schedule by prompting vs. being proactively told
-1 Failed to manage our expectations – we kept having to check in on deliverables; permit for the pool, measurements, dig date, pool delivery date (why are we chasing??)
-1 Crane included in the project, then billed for a larger crane when location in backyard was moved slightly to the left and should not have affected the cost.
-1 Unprofessional behavior - Swearing and smoking staff on the property while our family was watching the crane being lifted to the back.
-1 Messy workspace and construction site – every mess you could possibly think of from water bottles to pieces of the pool, to packaging for lighting all spewed across the lawn, rental equipment left for family members to get potentially injured by
-1 Poor quality – Stone backfill done incorrectly, bows in pool, no ownership, passing the blame
-1 Unskilled/uncertified staff – young adults (could have been teenagers) left unsupervised to work on key parts of the project (concrete pouring, drainage)
-1 Failed to share/educate new pool tips, we received a 10 minute run through before Chris (landscape contractor) dashed to his truck and left (mess left behind again)
-1 No customer advocate – we raised concerns around most of the above with our sales person, Desi. He immediately took the service side and tried to make us feel completely in the wrong
-1 Falsifying information – no accountability for their mistakes/disorganization and a serious inability to deescalate when we tried to reach out and get them to right their wrongs. Mary Sue and Chris are in a relationship, and during email correspondence, when we tried to be objective and share our frustrations around issues with Chris' workmanship- Mary Sue would have a fit.

I think it's because they wanted us to get our entire backyard landscaped with them and when we told them we only wanted the pool - they wrote us off since no additional money was being made from the sale.

We went with Leisure after meeting Desi and visiting their showroom a few times. Seemed like a down to earth (chatty) sales person who knew a lot about pools.

We paid 53000 cash for a piece of junk and what we thought would be our dream pool, the biggest fibreglass pool in their product line.

They have major flaws in their project management style. They don't do this work properly, promised one date for the dig and then keep pushing but only when we asked what's happening. Permit work a mess, stuff they should be informing about, but don't. Claiming to be the experts and working through a clueless post sales person, Mary Sue. A lot of times she was giddy and unprofessional, lack of follow up and clarity with each conversation.

Then we move to landscaping arrangements and the company they use which we believe is under the same umbrella company is CLH where we get introduced to Chris. He conmunicates poorly with us throughout the project and sends unqualified young guys to work on prepping our backyard.

In the end, they wreck our pool during the sloppy backfill of stone. Our pool as two bows. We purchased a brand new pool and they send us a demo. Complete with scratches and unknown markings.

Chris swears at his staff while our pool is being dropped by crane into the backyard, which instead of going directly to the hole they dig, ends up plopped at the side of the house since they ordered the wrong crane.

Instructions on how to use the pool are brief, we barely get the pool expertise we would expect from such a big purchase. Our ionizer is broken, which was a selling feature to move from salt to chlorine.

Garbage and equipment left on our property while they would disappear between visits, then push their way into our backyard unannounced. Very sloppy work and not subject matter experts in their field from how they presented themselves and the final product being installed.

We made the mistake of trusting leisure industries to replace our pool liner. 3 months later I have just been told by Desi that his team won't be removing stones from under the liner or installing the liner lock which was left on the floor to the side of our pool. Also the skimmer face plate will not be completed.

Desi's can't be trusted and once they have your money it's onto the next customer. The main contractor (Chris) is quite intimidating and seems some what unstable. So many people doing pool work avoid this company like the plague.
We are left getting a third party in to correct the work and and expensive bill for our misplaced trust.

We purchased our pool from Pat, and we were so happy with the service and product. We went back and bought a new hot tub, and it is perfect. Thank you Leisure Industries!!