Family Leisure Of Indianapolis

Great Company. They are the best in the business for pools, spas and patio furniture.

I Love My Hot Tub! The purchase was easy, had all my questions answered! The installation was on time and was very quick and easy! I came in for the spa school on a Saturday and learned everything I needed to know, and have been in the store many times to buy chemicals and EVERYONE THERE ON THE STAFF has been kind and wonderful to work with. Thank you for making this purchase such a pleasant experience! I wish I had gotten one years ago!!

Well - we paid big $$ in full back in 2020 for a pool and a hot tub (early August 2020) and it's now August 23, 2021 and we still don't have a pool....delay after delay after delay due to backlog, weather, sundeck issues, liner unavailable and required to choose another style (that happened 3 times), liner was cut wrong so had to order another then it was unavailable and had to choose yet another style....each "reason" brought several weeks of delays individually.... They don't return calls...they don't give updates unless you send an email or several. There's always an excuse but never a solution.

Family Leisure installed our inground pool 2 years ago and after the first winter we noticed several ripples in the pool liner. The 2nd summer it turned into bigger bubbles and ripples and the liner looked awful. One call to Corey, in-ground pool supervisor, and he and the manager, Billy Muffler, came out to inspect. They determined that it appeared to be a faulty liner. The liner company would not accept fault, however Mr. Muffler told us that was not the workmanship that Family Leisure represented and they replaced our in-ground liner for FREE! This clearly was not the norm for one of their liners to bubble to this extreme, but they stood behind their quality of work and made it right for our family! Our experience was great and we love our new liner! A huge thank you to both of these men and the company. We would highly recommend Family Leisure for anyone looking to have an in-ground pool installed!!!

Couldn’t be happier with the purchase and install of a new basketball hoop. Pricing was competitive and install price was cheaper than others in the area. Worked with Breanna through it all and was very responsive and went smoothly. We’ll get many years of enjoyment from this hoop.

The service was incredible!! Sue Eaton was the sales associate who helped us pick out our furniture. She was very helpful and informative! We appreciate everything she did for us. Update: due to circumstances beyond our control we had to cancel our order. The pool that was to be put in couldn’t because of easements and right of ways. I called Family Leisure and spoke with Bob Williams. Even though he had already ordered our furniture he gave us a full refund!!!!!!! My husband and I would recommend Family Leisure to anyone looking to buy outdoor furniture!! They are the best!!

I had some troubles finding a few supplies I needed to get my new pool up and running, the blonde girl in service was so willing to help and knew exactly what I needed! Thank you to her and everyone who helped me that day! Much appreciated and I will be coming back

We paid over $6000 dollars on May 15th for our pol package and it is still not set up yet. The salesman told us it would be installed in 4-5 weeks after purchase and to go ahead and buy 8 tons of sand because it could be even sooner because we, Family Leisure, can install 50 pools a day. It has now been over 6 weeks and we have made several attempts to contact the people at family leisure. We had actually made contact after four weeks with no contact from the company and the n they said we were 85 on the list. Now yesterday my wife called again and we went from 85th to 185th on the list. This is unacceptable. My cousin in Kentucky bought their pool after we did and it has since been installed only after waiting 4 weeks. She has the exact same pool package. What is really going on? They said maybe it will be installed in August. Summer ends in August.

I would NOT recommend Family Leisure in Indy for any install item. Save yourself the money and headache and go somewhere else!! Here's the deal: We purchased an above ground pool + installation for a pretty penny {cash} at the end of April and told by our salesman that it would be installed in 3-4 weeks. All pool materials were delivered to our house 5/13....estimated install date was the end of May/beg of June, that came and went with no communication at all- I called to get an updated install date bc when we bought it they said I needed to call 811 a week before delivery to have the gas lines marked- I've left kind messages for the last week for Mark Thrasher, been super patient after being transferred and put on hold for 10 minutes at a time trying to talk to someone in the install dept and finally get someone today- AFTER I had had enough of the run around and complained to the person who answered the phone that I never receive a call back after leaving a message and no one has ever answered when they transfer me, so he put me on hold and walked back to the dept to make sure someone helped me. I do finally get to speak with Melissa, who was nice but is also one of the reps that originally told me the end of May- she put me on hold and then transferred me to Mark without even telling me- He picks up and is immediately extremely rude and said it won't be installed for at least another 3-4 weeks at best!!! Just in time for me and my kids to be back in school {I'm a middle school teacher}...I asked if they were doing anything to compensate for the lost summer time and he said "Nope," sneakily blamed it on covid and then pretty much hung up on me barely saying goodbye. I start googling for recent reviews to see if this is a recurrent theme and found so many similar complaints over the last 3 years, much before our current pandemic. What would you do...? We want a reliable nice pool, have been amping the kids up about it, have saved and paid for it and are now SO very frustrated, top that with rude unapologetic customer service from the MANAGER making it even worse- I wasn't rude to him, even though I had to take a deep breath to do so. So do we get a refund and go elsewhere to now probably wait the same amount of time and pay a $1500 “restocking fee”, find someone else to install it since we have all the pieces and demand a refund on the install price, or just wait and learn our lesson to never do business with them again in the future? I have already contacted the store manager and the owner this evening and let them know our experience, and will continue to do so for anyone else who mentions going through them. They take your money when selling you something, promise incorrect timelines by months and then never even make contact to apologize or keep you in the loop whatsoever during the process and then are incredibly crude when you dare ask about where you are on the install list. Terrible inexcusable service. One review I read from last week on trustpilot.com said that Mark told her not to call back again for install updates- that he would call her and that was that. After speaking with him today- I believe he prob did say that. I have filed a formal complaint with the BBB, Marion Co Chamber of Commerce and the Attorney General with my complaints, I hope this helps someone else avoid the hassle and spend your hard earned money elsewhere. Armundo was a great salesman and answered all of our questions but they need to be up front and honest about the install process and timeline. I repeat again not to use Covid as an excuse bc I can pull up other complaints from far before that. On another 1 star review below Marlas replies to the complaint and says that they were one of the lucky customers to have their pool installed in 10 weeks instead of the standard 4 months. I guarantee you that no one is told when they pay in full that it will be 4 long months before it’s installed. We were told 3-4 weeks!! Be honest, it goes a long way. Also- any complaints on their Facebook page are deleted. Dishonest.

Bought a new pool on April 25th and took a check down to finish paying for it on the 26th. Was told they have 5 crews on install and are going to install 75 pools a week. The pool sales were 120 at the start of Saturday the day we purchased. We were supposed to have it delivered on 5-4-20 and late afternoon when i called it was not scheduled to be delivered. The lady told me 2-20-20 was my schedule date, which was 3 months before purchasing it. So she set up delivery for 8 days later and it came then. Now it is still not set up on 6-13-20 after we were told by the end of may it would be installed. After another call today I got a call back and told I am number 71 so it will be another 2 to 3 weeks. The worst customer service i have seen from a company, and feel like if this is the best they can do i would like my money back and they can come to get the pool. Will never do business with them again.

lOUSEY!!!!!

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The company that brought the fire pit would only provide a 2 hour window when they would arrive the morning of delivery. Little use if you have to wait in the morning for the call to find out they would be there in the afternoon. After not receiving a call at 11 am I called them. I was told it was just being loaded into the truck and they would arrive between 3 pm to 5 pm.  They charged $50 for delivery into the garage. Would not move it another 50 feet around the house onto the patio. This would be considered an installation for another $100. So two of us have to figure out how to move a 300 pound fire pit to the patio. 
When the fire pit arrived the installers noticed that the key that would turn the gas on was missing. After further inspection they found that a portion of the plumbing under the fire pit bowl was broken. From what I got from the installers the salesman Paul Murphy was responsible for disassembling floor models and making sure all parts were included. A new fire pit bowl had to be ordered which would take a week. The delivery company left a message that they scheduled it for Thursday.  I had to call them back to tell them I would not be available on Thursday but would be Friday afternoon. During the morning my wife was going to have a colostomy so I would not be available. They would leave me a message in the morning, when I am not home,  when they would arrive in the afternoon.   I would never use Family Leisure again since they seem to just rip floor models apart and the lack of notice for delivery. 

 

We chose to work with Russ Greene and Family Leisure on the design and installation of an outdoor kitchen, after researching a few other companies.  The experience was fantastic.   Russ?s knowledge and expertise in outdoor kitchen design enabled us to complete a design that met our needs and was within our budget.  The outdoor kitchen was built on time and was true to the dimensions of the design.  This was critical as we were coordinating the kitchen component as part of a larger, backyard hardscape design.  Family Leisure?s selection of outdoor accessories and furniture was extensive.  We selected furniture and a fire pit to complement the outdoor kitchen, while containing the costs within a budget.

Install was fine.
The installer left the old, huge cover and brackets.
When I contacted the service department, I was informed that removing the broken parts was not provided.
I let him know that I should have been informed ahead of time.
This is poor customer service.  At the very least an option to have it remove should be provided and I should have
been informed prior.

Installation was timely and done well.  Installers could have been a bit more professional, but they were friendly and knowledgeable.

I went there and told them that I wanted it, and they did it for me. The ease of service and installation stands out and they stood by their service without arguing with me.

They are always friendly and helpful.

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I purchased my swimming pool on May 11, 2014 and was told I bought at a good time because Family Leisure was not busy and could install right away.

On May 13, 2014 I received call from the Permit Guy who was working on my site plan in order to obtain my pool permit.

After getting measurements needed I called the Permit Guy back on May 15th and gave him details and asked him to call me if there were any problems.

When I had not heard anything on May 29, 2014 I called Family Leisure and talked to installation. I was told they would check with permit guy on status and give my a call back that afternoon. Never received a call back.

On June 2, 2014 I again call the Family Leisure and talked to installation. I was told permit guy didn't come in on Friday and would give me a call that afternoon. Never received a call back.

On June 3, 2014 I again call Family Leisure and was given to Supervisor of installation. Was once again told would check with permit guy and give me a call back. Never received a call back.

On June 5, 2014 I again call Family Leisure was given installation was told he just received a text from permit guy, who was in Michigan for funeral, and that my permit was approved and permit guy was going to pick-up tomorrow.

June 6, 2014 at 1:30 in the afternoon I received call from Permit guy he is downtown getting ready to submit application. which I told was already approved, and he wanted to know where I wanted my pool install so he can put on site plan. (which I gave him on May 15, 2014)

At this time I have not heard back from Family Leisure about permit or have been given installation date.

I have had my electrician on hold since May 11, 2014 waiting for installation and now he is getting ready to go out of town on a job and I'm not sure when he will be available again.

Since this was being dragged out I called the Permit office myself to find out time frame for obtaining a pool permit and was told that normally they are issued the same day unless property is in a flood plane; which mine is not.

If this is quick I would hate to see slow.

The purchase went well initially though I thought their prices were a bit on the high side.  When I purchased the grill, I showed them what I was driving and they told me it would fit.  When it did not fit, they were going to charge me for delivery but they decided to deliver it for free.  They place an expensive MSRP on an item and then show their price but their price is usually more or less what every other company charges for the same item. 

We saw a demonstration of the grill at the flower and patio show.  We were already in the market for a higher end grill and grill island so went to Family Leisure to get some prices.  The grill island was a bit out of our price range but we did want to buy a grill.  We looked at several grills but they were really trying to push the Saber grills because it was a new product for them.  We were concerned about purchasing a grill without a grill island for fear that it may not fit in one of their prefabricated grill islands.  They had no Saber grills on display in a grill island.  Russ, the salesperson who was supposed to be the expert on the grills, told us that the Saber grill head would fit in any one of the grill islands that they sold and that we could buy the grill now and come back the next year and buy the grill island and pop the Saber right in there.  We also told him that we wanted a grill that used natural gas so he sold us a $100 conversion kit and told us we needed to pay a professional to install the conversion kit. 

We went back in to Family Leisure on April 6, 2014 to purchase the grill island.  We were told by a different salesperson that they had sold no grill islands that would accommodate our Saber grill head.  We then found Russ who remembered selling us the grill.  He confirmed that they had not grill islands that could accommodate our Sabre grill.  I was very upset because that was the only reason I bought the Sabre grill.  He said that he didn't know at the time that they had no grill islands for Sabre grills and he apologized for misinforming us.  He said he would call their grill island manufacturer to see if they could modify a grill island for us.  He also said that if the manufacturer couldn't modify a grill island to fit our Saber grill, he would sell us a grill island that came with a Titan grill and he would give us a discount equal to what we paid for our Saber grill and we could sell or give the Saber grill away.  He said that he would call us the next day and let us know.  When he called, he said that the manufacturer could not modify a grill island to fit our Sabre grill and he would only discount the new grill island with the Titan grill by only $750 instead of the full price.  I wasn't happy with that but I told him we'd think about it. 

We decided to go back to the store on April 19, 2014 to talk to Russ in person and see if we could work out a better solution.  Russ was not in so I asked if the store manager was there.  They told me the store manager was out but the sales manager was in and they called him up.  His name was Ryan and came up with an attitude!  I told him that I had already spoken with Russ and that I was unhappy with my Saber grill purchase.  I told Ryan that Russ and another employee had told us they had not grill islands that would accommodate my Saber grill.  Ryan said he wasn't aware of this so he said he would go and make a phone call.  Ryan came back and said that the store manager said it would be a problem because he had pull with the manufacturer and he would "make it happen."  This didn't sit well with me because Ryan was very condescending when he was talking to me and Russ was supposed the grill expert in the store. Ryan contradicted everything that Russ had just told me the week prior.  Russ had already called the manufacturer and the manufacturer told Russ that all of their grill islands were made on an assembly line for certain grills and they didn't make one for my Saber grill. 

I have bought many things from Family Leisure over the years but I will NEVER shop there again.  We were in the process of finishing our basement and fixing up our patio and were planning to buy a grill island, pergola, pool table, home theater, and other games for our basement all from Family Leisure.  I can tell you now that we will not be spending another dime in Family Leisure. 

Ryan is a very rude salesperson and accused me of being rude to him first when he started the conversation with an attitude. Even after I said that I was done shopping there and began to walk away, he continued to follow me and my family and argue with me - even threatening to call the police on me.   

Family Leisure staff was very helpful and gave great guidance on how to get my pool under control to closed so late in the season. I really appreciated the cost and quality of the products as well as their advice. I would recommend them to others and will be ordering more products from them in the future.

My experience was wonderful. They have a great staff that is very knowledgable. I was impressed with the store and everyone working there.

We liked the table and felt comfortable with the service. The delivery went well and they were careful with the table. We have been enjoying the table since.