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.