Terrible customer service from start to finish. We purchased a hot tub during the peak market when there were none in stock anywhere so I excused their terrible customer service (not returning phone calls etc) as I assumed they were swamped and didn't really need our business. But when the hot tub finally came in stock it got even worse. They assured me it would be delivered as soon as it came in because "they didn't want it sitting in their warehouse either!" The first available delivery date was actually several weeks after they called to say it was in stock. Then, two days before the scheduled date they called to say they could bring it early! Great! We had discussed how they would get it into the backyard in detail months before delivery - they assured us it would fit through the gate easily. When the delivery arrived randomly at 7pm two days early they dumped it in the front yard and left. When we called the delivery guy, he said he had to return the next day with a fork lift to get it over the fence. I finally got a hold of the delivery coordinator I had been dealing with originally who assured me no fork lift was needed and they'd be back the next day. No one came and no one answered the phone. It sat in our front yard for two days, through a major storm with part of it in a cardboard box getting drenched, while we called over and over again. When I did get through, and didn't get cut off, they told me the delivery team had walked out on the job and they "were working on it." We started looking into hiring someone ourselves to move it from the front yard. Finally I called the other location, told them what was happening and that we couldn't get through and miraculously, 30 minutes later, someone appeared saying he was contracted by Backyard leisure, had never worked for them before, but was here to fix the problem. He moved it and got it set up. I waited a few days for them to follow up and at least offer an apology as well as an attempt to make it right... but nothing. Finally I called and spoke with Ryan, the manager, who said, "oh, I was under the impression you were all set." I suggested they offer some complimentary maintenance which he agreed to do. I've had two conversations with the person who was supped to provide this service and he clearly didn't have the right information from Ryan, said he would come last week, then yesterday... and still nothing. Neither he nor Ryan are answering their phones. Shockingly bad customer service. The Bullfrog hot tub, however, is amazing. If you can get one from somewhere else, or at least their other location, I highly recommend it. read more

Backyard Leisure - Hot tub left in my yard, without permission, for two days. - Hot Tub & Pool Near Me - Raleigh, North Carolina

Here is my experience with Backyard Leisure. I'm giving them a one because they are always polite; there was nothing else positive about our experience. We purchased the Antigua pool with the ionizer system from the Raleigh store in the amount of $12,251.17 on April 10, 2022. Our sales person was extremely helpful and polite explaining our options, that's where the good experience ends. We did not get what was in the advertised package. We received a one speed motor rather than the advertised variable speed motor and we did not receive a chemical start up package or the poll for the skimmer and vacuum. When I asked our sales person about the motor, he told me they didn't make 2 speed motors anymore and/or you needed special wiring that was difficult to do; which is the craziest thing I ever heard. We never got the two speed motor as advertised. After the pool had completed filling, we noticed that the skimmer and hoses leaked; and in two location of the pool the walls collapsed inward. In two other locations the walls fell off the track; in one of those location the track is inside the pool, the other location the wall is inside the pool. The base is very unlevel and the walls are unlevel. I called and talked to Chris, our sales person, he put in a work order and sent someone out to repair the leaks fairly quickly. At that time, we showed the repair man the walls, he said is he was going to turn it into the office and suggest a rebuild. At one point two men came out and looked at it and wanted to drain our pool into our yard that backs up to our neighbors so 15,000 gallons of water would flood our neighbor's yard and they didn't seem to care. I told them they couldn't do that. I emailed two alternative suggestions for draining the pool and they did thank me. To date, 3 months after install, these walls are getting progressively worse and we don't feel safe using the pool. Over the course of the last 3 months, I have sent pictures/video to Chris, called multiple times, talked to numerous people to see when someone was going to do the repairs, the only response we get is "to hold tight" yet no one ever calls back, I call again to only get the same response from a different person. We finally obtained an attorney to maybe spark some sort of care in them to fix our pool, that we can't use, but par for the course, no response to the attorney letter. Backyard Leisure does not seem to stand behind their labor warranty. If you were considering purchasing from them save yourself a lot of money and aggravation and go elsewhere. read more

I've been wanting to purchase a hot tub for a while and finally this spring got everything together to do it. It's definitely a process and investment in time and money, from finding a hot tub model to placement to getting an electrician to water chemistry and everything in between. My husband and I visited several area dealers but ultimately bought from Backyard Leisure in Raleigh. The biggest reason we went with Backyard Leisure is that they carry Bullfrog Spas. The best part about Bullfrog is that you can pick out exactly which massage jets you like. This is different from other hot tubs that have fixed jets... Bullfrogs have "JetPaks" that are interchangeable. The plumbing is also much less complicated and should be less prone to failure. Chris G. was our salesperson and was very patient and explained all of the differences in features between the models. He was fairly low pressure but do expect some salesmanship. We decided to leave and do some research on our own. We went in the next day for our "wet test," which is pretty weird because you are shirtless and in your bathing suit in the store but I don't think I'd buy something so expensive without trying it out first. They have an area in the back that is darker and blocked off for privacy. Chris swapped out all of the jet packs and kept track of what we liked and didn't like until we narrowed down the ones we liked most. Again, this is a huge selling point because we only got the massage jets we liked, so every seat feels great. We took some time for lunch, came back and bought the A7 model, for what I felt was a fair price based on my research. The tub was delivered about a month later. The installers were very efficient, and the lead installer was almost as anal as I am, helping to get the placement perfect. We also used their recommended electrician who was reasonably priced and did a great job. Finally, I am new to hot tubs and their chemistry. Backyard Leisure does free in-store water analysis and Ryan (the chemistry guy at the store) has been really great in helping me understand and balance the pH, alkalinity, bromine, etc. in the tub. I'm still getting the hang of it but I'm sure I'll be able to get the help I need from the guys at Backyard Leisure. Thanks guys. You made our first hot tub purchase a great one. Really appreciate all the guidance and help. read more

We purchased a new pool liner form them because this is where our pool was originally bought, First the liner wen to the wrong store so the work was not done on the day promised ,ok, we waited a day.. but them when the installer was done, he had ripped the old liner up, left it layng all over the back yard, left his box and trash on the pool deck. When I called I was told "He's to busy feel free to dispose of how you want" Really? Just gonna leave your trash form the job laying in my yard?? a job that cost $1,194.37. Just not right. read more

On July 3, 2018 I walked into Backyard Leisure Spas at 3501 Capitol Blvd in Raleigh. I was an easy sale for Ryan, one of the floor managers. I walked in knowing that I wanted the largest hot tub made with out jumping to the size of a swim spa. He showed me a floor model American Whirlpool 10 seater. That was it! My husband stopped by the store that night and gave his stamp of approval, we sat in the yard on the 4th and figured out where to put it and paid for it on the 5th. Hot tub, delivery, install, cement pad, cover butler, stairs and chemicals, totaling 18k. Within a few days we had a scheduled day and time frame to expect the cement people to show up and lay the pad and a day and time window for the delivery and set up of the spa. When the day to lay the pad came, the crew arrived 1 1/2 hours past the window they gave me with no communication that they were running behind. The workmanship was sloppy leaving cement chunks everywhere, tearing up the lawn more so than necessary, didn't clean up the tore up grass caused by the tracks on the tractor and the road in front of my house was left with chunks of cement, foot prints, tire tracks and spill marks. The cement truck itself cleaned up after themselves however it was BYLS's truck that was negligent in the way they treated the street in front of my house. I called Ryan, the man who sold me the tub and he responded that it was all normal procedure after reviewing the photographs I sent him, I however knew it was not. I insisted that they clean up the road and after numerous emails back and forth he agreed to have someone pressure wash the street to try and remove the excess cement the morning of the scheduled install. On the day of the install I happened to have numerous other contractors at my home doing unrelated business and was happy to see that the company sent out to pressure wash the street was on time and was able to effectively remove the left-over cement. That changed however when the delivery window came and went with out a call to inform me that they would not be able to arrive in their scheduled window. They were scheduled to arrive between 11-1 and the install would take about an hour. My electrician was here and waiting, went to lunch came back and thankfully agreed to wait for them so that we may hook it up that evening. The hot tub ended up arriving at 3pm, which was exactly the time I needed to be leaving my house to go to the airport to pick up my unaccompanied minor from her cross-country flight. My husband was at a business meeting in North Raleigh which he had to abruptly leave in order to get to the airport to pick up our 9 year old as I could not leave the install unattended- after all they are supposed to show me how to use it. With the chaos of multiple home projects and numerous contractors needing my attention, as well as my other two children, my attention was understandably divided. The spa install team was left to do their thing, they said that it was all hooked up, connected my phone to the Bluetooth audio on the spa and went over the chemicals then they were off. Once the house cleared out my husband and I put the chemicals in, fed our kids and called it a night- we can try it out tomorrow when the water is clean. We get up in the morning and go lift the lid to find a still grimy green hot tub. We start trying to turn on the jets and the filter and nothing is working properly. We remove the three filters to find that only one is working. We downloaded the manual off the internet As the install crew did not bring one with delivery and found that only one of the three pumps was connected. As the store wasn't opened yet, I immediately emailed Ryan and asked him to send someone out ASAP to complete the install and get the other two pumps working. He responded that his crew said they were working but if I think that they are not that he will get back to me with a window in which he can have an install tech out to take a look. I was given a window between 3-4pm. By 4:30 no one had called or shown up. I once again called the store and expressed my disappointment with their customer service. I pointed out that I was an easy sell, spent a lot of money and am not feeling that they are addressing the numerous issues with the install process in a courteous and respectful manner. Now that I have paid for it, there is no regard or plan for fixing the sloppy concrete pad, and no respect for my time. At this point it has been acknowledged that the cement pad was not done with care and agreed that it was sloppy and would have someone out to smooth it out, though no date or time window has been established as of yet. I suspect I will have to continue to hassle them until it is done in a satisfactory manner. As I sit writing this, I just received a call from whom I have learned to be one of the owners' (Chris Scott) son saying that they are about an hour and a half out, we shall see. will update. read more

We went to 5 different pool stores in a 50 mi radius hands down this was the best. Jeff was awsome to work with layed back no presure guy but was very informative treated us like friends. He set us up with a great set up with no bogas sales pitches. He did know but I've educated my self for years on pools and he was honest me and my wife were impressed no reason not to return or recommend them . read more

Backyard Leisure installed my pool last summer and now getting ready to enjoy year 2. Selecting a pool contractor is not an easy task - many things must be taken into consideration, but Chris Gainey made the process incredibly smooth. Alberto, the Project Foreman, was also great to work with. He was good at communicating the schedule and what to expect, and was onsite daily to make sure things were being completed correctly and up to his standards. From sales to construction to completion, Backyard Leisure did an excellent job on my pool. read more

We recently purchased a hot tub from Backyard Leisure. It was delivered at the scheduled time. Travis and his crew did an outstanding job of placing the hot tub in the desired location we wanted. They were patient and meticulous in setting up the tub. They worked with the electrician who was here to connect the tub. Travis did an excellent job of explaining the weekly, monthly, and quarterly tasks for caring for the hot tub. Kudos to his crew. Thanks, Tom B read more

Chris is amazing. He is honest and trustworthy. Best retail experience I have ever had. Great prices and service.

I have been a customer since June 2016 when I got my 24' pool system from these guys. I can't say enough positive things about this establishment. First off, I shopped around a lot and educated myself which meant repeat visits to the store and not purchasing anything but asking questions. They never pressured me, and simply answered my questions with expertise. Installation: flawless. Everyone on time, beautiful grading job. The install team was in great spirits and also helped educate me on start up process. Pool looked professional and beautiful. Ongoing learning process: these guys never judge me when I screw up. Algae bloom? Here is how to resolve. They also have helped me a few times via phone when I've also done something stupid. In most of my experiences I've dealt with Ryan and he's just the best. The other staff members are awesome too. I am just so thankful for their continuing help and being so smart at what they do. You can't go wrong with Backyard Leisure. read more

We found Backyard Leisure via a Google search and we are glad that we did! The sales person was very well informed and was very low pressure and efficient. We paid far less than we expected to for our 18' salt pool and the installation process was explained in great detail, leaving us very comfortable with our first pool purchase. It installation was professional and they took great care not to mess up our yard. Great store, great product, great people. read more

Don't care after sale . Made big purchase , called several times because malfunction hot tub. No Response. Crooked. Buyer beware!!!! read more

Our experience started out well enough when we went into the Raleigh store and got schooled in all-things Hot Tub. After talking with the manager for about 45 minutes (who was very helpful) we had all the information and we went home to make our final decision. The next day my wife went back to the store and placed her order (Bullfrog A8L, with accessories). Here are the series of events, both positive and negative that followed: 1. {negative} The first problem arose about a week later. I got a call [from the owner] to schedule a series of appointments to put in a concrete form, pour the concrete pad and install the tub. During this call the owner casually mentioned several electrical requirements, which were not documented (or mentioned) in the information provided. Great to know but I needed to know from day one when I scheduled my electrician. 2. {positive} When it came time for the first appointment (the concrete form) the crew showed up on time and did a good job. 3. {negative} At the second appointment (pouring the concrete) we had the second problem. Due to rain the crew did not show up to out the slab. They called about two hours earlier saying their would not make it but promised to let me know in the next day or two when they were coming back. After nearly a week I called the store and they informed me the crew was coming the next morning and I should have already been called days ago. Again, nice to know so I could make myself available. 4. {negative} The biggest problem came the night before out installation appointment. Since we hadn't heard from anyone my wife called the store to find out if we were still on for the appointment - they told her yes, as scheduled between 9am-11am. Then an hour later we got a call back saying "oops, the tub hasn't arrived yet it will be a few days late." This started a series of phone calls and back-and-fourth conversations with the owner. During our first call the owner exhibited a great lack of customer service and escalated the tension significantly. After multiple calls we agreed to accept a floor model in order to keep the [highly necessary] appointment time. 5. {neutral} On the day of the installation the crew arrived on time and began the installation. They spend about a hour getting everything in place and hooked up. After a second hour of filling the tub they tested everything asked me if I had any questions and left. Moments after they left I noticed a large (2-3') gouge in the front panel. It had to be obvious to the installers as it would have been eye-level when they were putting the panel on. They never mentioned it. 6. {negative} After the initial installation there was the matter of two changes that needed to be made to adjust the floor model to match the specs on what we paid for; an ozone system and a different jet pack. I was told during the initial conversation about using the floor model that both items would be ordered and it would take about two weeks to get them installed. After about three weeks went by I emailed the company to follow-up on these items. I was told the ozone system had been ordered and an appointment would be scheduled for installation. Another two weeks went by and I sent two more emails - without a single response. Finally a little after a month I sent another inquiry in which the response was "your ozone system has already been installed." To my surprise I went out, removed the panel and found it had been installed. The company decided to simply show up, trespass and never let me know they installed it. Not only is that questionable customer service but in some parts of the country showing up unannounced will cause serious problems! Now that this has all been completed if I had to do it over again I would go somewhere else. read more

The purchasing experience for our spa was great. When the spa was delivered, however, it leaked. That was on January 25, 2022 and it's still leaking today, July 22, 2022. They have no service department so warranty repairs are contracted out. When in need of a warranty repair, you are forced to speak to one of the salespersons. They sweet talk you, but do nothing. Parts to repair my spa have (supposedly) been ordered 4 times but always seem to be shipped to the wrong storefront and then lost. if that is even remotely true, which I doubt, it is a display of complete incompetence be everyone associated with this brand. In summary, if you're lucky enough to get what you order that doesn't have any issues Backyard Leisure might be OK. If you have problems with your pool, spa, etc., however, the sales force feeds you crap and keeps you in the dark. In effect your screwed! Think twice before patronizing this establishment. read more

They will do and/or say anything you want to hear to make the sale. I have an above ground salt water system in my pool that I wanted replace. They told me how their Wilbar International above ground Pool is all resin and one of the best brands on the market with a warranty from both them AND Wibar. I paid just under $4,000.00 for this new pool in full and they installed it in May 2012. In July 2012, just 2 months later, I called them and said the bolts were rusting on the pool. They said thats not rust it is "iodizing" Give me a break. Shortly after that I called again and said that all the top rails were warping. I was told that they would replace them immediately and that there would be no cost to me. Another call to them.... when will you be replacing these? For months all I heard was, we will take care of it, and to go ahead and cover the pool for the season. We will come out and replace the rails and screws and then put the cover back on for you. Not only are the screws rusting out but the top plates that the resin rails are attached to were steel they have rusted. Backyard Leisure sold me one thing and installed something else. To this day 3/8/2016, and nearly 30+ phone calls and a visit to the store, Im still without use of this new pool, and now they want me to pay an additional $206.62 more, to get the correct resid parts and replacement parts for the pool that hasnt been used since the first season. Do yourself a huge favor, DO NOT BUY ANYTHING FROM THEM. And yes I have written documentation of all of this., read more

We went in to purchase a salt water system and skimmer with installation. The employee could barely give us the time of day. I am very disappointed and we will take our business elsewhere! read more

Chris was very knowledgeable and helpful. Ryan knows his stuff with the chemicals for the hot tub. We needed help after we bought the hot tub and they provided great customer service.Jamie was so sweet and helpful too. I recommend. read more

This is an amazing business with outstanding customer service. My family and I have been completely satisfied with every aspect of our pool. From construction to routine maintenance they are amazing. read more

I have enjoyed my hot tub and my experience with backyard leisure

We love the staff at Backyard Leisure. Thank you so much Jeff, Chris and Holly...you guys are wonderful !! - Robbie, Kristine, Tate and Tyler read more

Misleading ads on Craigslist. You can check right now and see a specific bullfrog Spa listed for $4399 with pics of multiple jet packs. I went in to buy with cash in hand and was told that model was $8500 !!! Classic bait and switch routine, totally misleading. The salesman and mgr blamed corporate office for the ad. How weak !! Used car salesman approach that I did not fall for. I bought at another dealer and the price matched what was quoted to the penny. Buyer beware at Backyard Leisure, but it's a shame as they do carry very high quality brands. read more

Absolute worst business EVER! We bought an above ground pool from them in December 2018. We fully expected to receive a call from them, as they indicated, in March to discuss installation. We had to call them multiple times in March to find out about the installation. Every call we were told that the installer would get back to us. At least a half dozen calls were made with no return calls and finally we had to drive 40 minutes to the store to find out what was going on. Same nonsense at the store. Told the installer would call. A week later we finally get a call back. Insane! We paid $20k for this pool and were treated like total garbage. That's not the best part. So finally installation day comes late April. Understanding there will be digging in the yard but never expected them to through dirt on top of bushes, literally burying them and hitting 2 irrigation lines that we had to quickly try and repair. In addition, they left concrete pieces everywhere and get this - we have an empty lot across the street from our house and one of the workers decided to dump unused concrete in the lot. Big chunks of concrete in the empty lot, I would estimate a wheelbarrow full of concrete that we can't move. What kind of people are these?! Then after the pool was up and filled with water, water began leaking out of the skimmer box area on the outside of the pool. So, here we go calling the store again. We called for 4 days straight, multiple times a day and always with the same response...someone will get back to you. We finally get a response back on day 5! No sense of urgency at all and no sense that anyone cares. Now, it's been 16 days since the pool was installed and still nobody has contacted us about coming back to fill in the trenches dug around the pool with the big pile of dirt they left us. Please do yourself a huge favor and go elsewhere there are other pool stores in the area that will treat you better because you can't possibly be treated any worse than we were. Listen to me...you will be glad you did. read more

We recently purchased a bullfrog hot tub from Backyard Leisure. The salesman at the store was very knowledgeable and helpful. The hot tub was delivered today and we could not be more pleased with the delivery. John and his crew were very friendly and explained how to care for the hot tub. I would definitely recommend Backyard Leisure to anyone who wants a hot tub spa or pool. read more

Backyard Leisure failed to communicate, answer emails or complete work in a timely manner after they were paid. We paid Backyard Leisure in full as required by them to start work a total of $16,879.91. $11,415.93 of that money was paid by credit card which I later disputed and the dispute was found in my favor and credited to my account. They started March 24, 2014 installing a above ground 24 ft pool and were burying it for the underground look. After that initial first day they would only come sporadically and only work a few hours at the time. My yard was completely a danger zone and eye sore. A hole around the pool remained open until May. In April the pool started to buckle so their worker built a retainer wall around the pool. At this point I became really concerned and requested for the head installer and owner, Alan Mosher to come and inspect and oversee the problems. He never came to job site nor did he ever call me concerning this. In addition I had a leak where I was having to fill water back in pool every 3 days, I never got anyone to address this. I have several emails with 3 different promised finish dates and addressing of all issues and concerns, all of which were never followed through with. The last broken promised finish date was May 30, 2014. I finally gave up that Backyard Leisure would ever finish and the integrity of the pool was now at risk. June 2, 2014 we officially fired Backyard Leisure and had no choice but to seek help from another pool installer. With the credit card company finding the dispute in my favor I was then able to pay another pool company to fix everything. The new pool company, Raleigh Pool and Spas, started work immediately on my pool considering we were already in the middle of summer. This was only supposed to be a 2 to 4 week job initially. Francisco Simental, pool installer, immediately started fixing all problems which consisted of firstly finding the leak. After many days of digging dirt to check pipes and replacing pipes that were not fitted properly he had to end up cutting a portion of the concrete to get to those pipes. He finally found the leak and we have it on video along with pictures. Backyard Leisure had hammered a metal rod into one of the pipes and water was bubbling out. Francisco replaced this pipe. With the leak finally fixed he could now address the wrinkles in liner and some if the waves that were in the pool wall. He drained the water June 13, 2014 and as the water was draining the wall literally started collapsing because the water was no longer there to support the wall. Backyard Leisure had filled between the retainer wall and the pool itself with sand which without water will and did collapse. Francisco stated that they should never had used sand. At the time this day was very emotionally as my family had already been through enough and now slowly we watched the pool literally fall apart and tear apart from the brackets. Francisco had to order me a new wall and liner, he had to physically dig all that sand out from the whole 24 ft perimeter and we had to wait for 2 weeks for all this to come in. My yard was still a mess due to Backyard Leisures careless and reckless installation. My pool wall and liner finally came in and was installed, pool filled with water and was finally finished July 12, 2014. My new installer not only replaced basically the whole existing pool but also fixed all the issues that Backyard Leisure left. I now have a beautiful perfectly running pool, with landscape now and a fence. I am deeply disappointed in how me and my family were treated by Backyard Leisure. I have a 14 and a 6 year old daughters and a 2 year old grandson. All of our spring and the majority of our summer was filled with a torn up yard, a hole that was just left for almost 2 months and the emotional chaos due to Backyard Leisures total disregard for our happiness as we trusted them not only with our yard but the safety and happiness of our family. We have all pictures from March 24th to July 12, 2014 to backup everything I have stated along with Raleigh Pools statement. Thanks... Rebecca Stewart read more

My family and I just left Backyard Leisure 1/3/15 and didn't receive any service. We just recently bought a home and are in the market for a hot tub. However, while visiting the Backyard Leisure on Capital Blvd in Raleigh, NC we were not greeted or asked if we need any assistance. However, minutes later a couple walked in and the associate working there got up to greet them and ask if they need any help. I asked the associate why were we ignored but the other individuals were politely offered help. She couldn't give a reason. The only thing I can think of is racism. I guess my family and I are too black to afford a hot tub. Sad world. read more

Backyard Leisure - Hot Tub & Pool Near Me - Raleigh, North Carolina

Customer service = T.E.R.R.I.B.L.E. My family bought a pool 6 weeks ago from the store in Greensboro, N.C. and was told we had to wait 3 weeks for installation. Well, we still have no pool but we've already made the 1st payment. Hmmm.....something doesn't feel right about that. I will NEVER recommend this company to anyone else. read more

Great place to purchase your pool! Chris Gainey was very helpful in answering ALL our questions and concerns! Would recommend to anyone!

Very bad experience with the Raleigh location. Would never recommend them to anyone. We had so many problems that it is to long to tell about. Short version installers tore hole in liner then patched it and tried to hide it, one of outside upright was messed up, half the pools was sitting on blocks and the other side was half way off the blocks. When installer guys came to put in new liner they left screws out of skimmer and there was a lot of more I could tell but it's just to long. Everyone from the manger to the installers guys you talk to lies and blames someone else on the problems with the pool. Very bad customer service and business. read more

I would not recommend you buy at hot tub at this location. They all make their own prices and give you the runaround depending on who you talk to. I should have just went somewhere else, but the manager apologized and showed me a hot tub that would better fit my needs. I purchased it after returning to try it. I and was told they would call to set up and deliver. A month went by and nothing. I got a call while on vacation saying that they were at my house dropping it off. No call no nothing. I got back from the beach and had to set it up with the help of someone at the Leisure in Greensboro. He was amazing. Then I find the gate to my backyard is completely off the hinges. They delivered it and broke the door right off the hinge. I had to have someone come and repair the fence and was told by backyard that this has NEVER happened before and a manager would call me ASAP. It has been over a week and I don't plan on hearing from the manager. This company is a joke and shady to deal with. They never tried to make this right and I regret ever buying a hot tub from them. read more

These guys were great! The whole process was so easy and the staff in the store is so helpful! They went above and beyond to help me and make sure that we were getting the best value for our hot tub. We are very pleased with our hot tub. I highly recommend them! read more

Very nice salespeople, they took the time to show me the different options before I purchased my pool. I decided on the St Thomas 27 round, great product. I did need for the installers to come back and check on a couple of places that I was concerned about on the pool bottom. They came the very next day after I made the request. I would recommend this company to anyone looking to buy a pool. read more

We have had a great experience with backyard leisure! We love our new pool and the service has been wonderful. Chris is very helpful and knowledgeable! I would recommend them to anyone! read more

I am not a person to write reviews, good or bad, but after the genuinely helpful service they provided me, I feel compelled to give credit where it is due. I do not know what I would have done without the Raleigh locations help and knowledge. I moved here to a new home this summer, with a pool and spa already there and had no idea where to begin. I came in to their store, and even though I didnt buy the pool or hot tub from them they still were just as nice as could be, with Ryan even writing down the steps to maintain my spa and pool because I am a newbie. They test my water for free every time I come in and even suggest only the chemicals that I need, not pushing me to buy more stuff that is unnecessary. This is a place I feel comfortable going into and am greeted every time with a smiling face. I find it hard to believe some of the other things I read on here. Please folks, if you want the absolute best and smartest pool and spa gurus, check them out. read more

Backyard Leisure is the perfect business for your spa and pool needs. We purchased our hot tub from them last year in 2014 and were so impressed with their service that when we wanted to get a pool this year we went back. They are focused on helping educate people on spa and pool ownership so that it doesn't seem so overwhelming. Having never owned either, I found this very refreshing. Jamie was particularly awesome! My wife and I love her sales personality. Their sales people are not pushy and are very happy to answer any questions you may have. If you're ready to make a spa or pool purchase, or if you're just thinking about it and want questions answered, Backyard Leisure is the perfect place! You won't feel pressured to buy anything as they are more interested in developing customers for life instead of just being focused on the initial sale. Highly recommend! read more

I actually bought my pool and had it installed by another company that ended up in a spiral of problems, so when I had what I thought was a pump problem I called an independent repair person He told me I needed a 900.00 pump. I then called and talked to Chris Gainey and he took the time to talk with me ( even though I didn't get my pool from him) he figured out that it was really just a simple problem that cost nothing to fix! The other man was going to rip me off!!! A month later we got a hole in the liner and Chris had it fixed ( at a very reasonable price) within 24 hours of me talking to him! I will always do business here! Thanks Chris and backyard Leisure read more

After purchasing our pool from backyard leisures. they did a great job with installation and they have always been there with any questions or concerns that we may have had .!Irecommend backyard leisure pools to anyone that is planning on installing a pool .ty R. Martin Broadway nc read more

Backyard Leisure equals Backyard Nightmare. Run far away from this company if you value your money or sanity. They will say or do anything to get your money, and will FAIL in every way possible to provide you with what you purchased. Backyard Leisure was paid $26,000 to install an inground pool between April 12 and April 20 at my home. During the pool installation, BYL did everything BUT install the pool. 1. BYL employees damaged 2 posts & 3 panels on my fence (which I will now have to have a fence company come fix) 2. Installed a filter and pump that were too small for the size pool I had (and neither would not properly circulate or clean the water properly). I had to have these replaced. 3. Installed pool plumbing incorrectly the first time 4. Failed to install ANY backwash plumbing (so pool could not be cleaned at all). 5. Installed ONLY one water circulating jet (two minimum recommended per pool manufacturer) - 6. No concrete was installed. I paid $3000 for it. 7. No waterfall was installed. I paid $2500 for it. 8. Damaged (commercial grade) stairs from my previous pool, but blamed damage on me. 9. Left 8 plywood panels laying in the side of my yard for over 3 months. I will have to pay to have panels removed and that area will need to be re-seeded. 10. Backyard Leisure's website states they will obtain necessary permits, which is what I was told in the store by employee Aaron at time of I signed contract. This was not the case. 11. Backyard Leisure's website also states "getting an inground pool installed by BYL could not be easier. They offer "turnkey installation handling ALL aspects of pool installation." This was not the case AT ALL for my pool installation. 12. Due to BYL NOT obtaining proper permit by city in April, inspection was not done until last week in June. 13. The bottom of the pool is rough and bumpy. Additionally, one end of pool floor is higher than the other. The pool bottom was not properly graded. This would be a significant cost now, and should have been done prior to installation of liner. The store manager has refused to accept any blame for any of BYL mistakes........either I personally am responsible or the weather is at fault. Not them. I have never once heard from the owner of the BYL. Not ONCE during the entire process. I hope he is happy spending my $26,000. To compare, I called Aqua Haven Pools, to come in and evaluate the mess left by Backyard Leisure. The owner, Scott Hoffman, drove out to my home THAT DAY and agreed to help. He has personally been to my home at least 10 times in the last 6 weeks. I have called and texted him multiple times each week, and he has done the same with me, never failing to keep me involved in the process and up to date on progress. He is never more than a phone call away. His staff is courteous and helpful. Well worth the additional money I am having to pay to get things completed. If you are thinking of getting a pool from Backyard Leisure, read my review again and ask yourself just how much time, sanity and money do you have to lose by doing business with them? read more

I've been going to Backyard Leisure for nine months. Chris and company have been excellent. They treat me like family and care about their guests. If you haven't been their yet, go. read more

On 9/19/15 we made a $1000 deposit to Backyard Leisure to survey our yard for inground pool. On 10/2 Ryan Smith emailed me with an itemization of the pool package with pricing which we agreed upon. Email stated they would start construction early January 2016 with favorable weather. We made additional deposit of $5000 10/28/15 agreeing they would start in January and we would make remainder of deposit on 1/4/16 of $8725.30 which we did. Continued to be told delays. Spoke with Ryan 1/28/16 and he said we were pushed out until March because they were working on two other pools. They did not start until 3/28 when they delivered the backhoe. We questioned the workers and they said they did not work on inground pools in January or February; they had been installing hot tubs or above ground pools. We met with Alberto and he said they would work on the shell and the grading of our yard for about two weeks so we thought we had time to order our money from my husband's pension to make our next scheduled payment. On the second day the workers cut our waterline and we were without water until line was repaired. When they dug up the ground for the pool they damaged our drainage piping. When they repaired it they didn't put it back in ground. Piping is still above the ground. The shell of the pool was installed in the ground. Alberto asked my husband on 3/31 to pay $8458.20. We called Ryan and told him we had ordered our money but based on what Alberto told us we thought we had more time. It would take a week. Workers continued with the pool and put in the liner. The day they were supposed to put water in pool they walked off job. Money came in mail that day but workers would not return for another week. So, 4/11 we made $8458.20 payment. They returned on 4/19 so we made another payment of $8458.20. Workers started concrete around pool. During May, I emailed Ryan about workmanship and problems we were having with mess workers were leaving in our yard. Concrete all over the yard and in the pool, and nails and screws in the yard. We were having to go behind them and tell them to fix something. I sent Ryan email with checklist of everything that was problem and how we wanted things to be fixed. We spent hours getting concrete/rocks/Styrofoam/nails out of pool and yard because workers would leave for days and not clean up behind themselves. I sent emails to Ryan that if they did not clean up mess and we had to clean it up I was going to start charging him. They got concrete all in our yard. We are still picking it up from our yard. They also go concrete on our driveway. Alberto powerwashed our driveway but he took some of our driveway surface with it. When pump was installed we were having problems with it. I read contract again and found out we only got a 1-speed pump; we were supposed to get 2-speed pump. We sent email on 5/31 and said if someone does not come fix pump we want it replaced. We contracted for 6 ribbon waterfalls and workers installed 4. Ryan said he would give $400 credit if they did not have to install other 2. Contract states 2 skimmers but the workers only installed 1. We were told they would begin construction of the retaining wall the latter part of May. After many frustrating phone calls and emails, they did not start until June and finished June 11 leaving rocks in the yard and concrete and debris in the pool. Wall is darker on one side than the other side. There are also areas in wall that rocks need more mortar. There is also a very large crack running down the top of the wall and it is only one month since they completed installation. Alberto said after the retaining wall was completed his crew would come back and smooth out the side walk cement that met up with wall. Never came back even though I continued to request it from Ryan. We asked Ryan per contract to have arbitration to work out our differences many times. Last time in his office we were told the owner, Chris, had the discretion for arbitration and chose not to allow us to have it for our problems. Through all our frustrations we have had appointments broken, workers showing up when not expected, damage done to our property and yard, pool not completed as promised, 2 missing ribbon waterfalls, 1 missing skimmer, wrong pump installed and not working properly, exposed draining piping not buried, and delays causing problems with our other contractors, and many unnecessary 45 minute drives to Backyard Leisure because they will not pick up the phone. We have balance of $1291.70. We feel with all that still needs to be done we do not want them back in our yard nor do we want concrete patio disturbed. We do not want jets or skimmer installed in concrete. We do want 2-speed pump per contract and we feel we do not owe balance because of all that has not been completed and the damage done, and all the cleanup that my husband and I had to do. For a 30 day project, it took over 85+ days and we still are not satisfied. read more

Very professional, and quick to fix any problems or complications we had. We love our new pool!