ComplaintsforFun Outdoor Living

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buyers beware! There is absolutely a bait and switch situation going on here. When buying the hot tub, everything goes great. They are super helpful, and ****** friendly. That is where the helpfulness, friendliness, and professionalism stop. They pretty much drop the hot tub, leave, and then it all ends. If you are a first time hot tub owner like we were, we had no idea what to do next. They offer to talk to you on the phone, or text, but that doesn't even happen. The communication takes days at a time between answers. My wife personally went to the store thinking they would help, but that didn't get us anywhere either. We ended up hiring a different company to come get our water right, just to find out one of the parts we had gotten here wasn't even working right. When my wife called about that, someone in management just raised his voice, and became defensive. We spent almost $14,000 - to be treated horrible. If you are an experienced hot tub owner, you likely would be fine. However, if this is your first purchase, don't make the mistake of making it here, like we did. Edit to add, after posting this as a ****** review, I also got a text from *****, that he would be sending me to his attorney, for leaving a ****** review. This has to be the most unprofessional company I have ever heard of.

  Business response

  01/02/2024

  We have attached a few screenshots showing that this feedback is not truthful or accurate. Our team engaged the customer after the sale was made with instructional emails, again prior to delivery with instructional emails, and after delivery with text messages and phone calls. We have recorded call logs that are too large to attach in this response showing the support that was provided to the customer. The spa had an issue with a simple cartridge for the salt system and a new one was provided to customer in our store with no questions asked. Our phone call recordings with the customer and his wife show erratic and rude behavior on the customers part. We stand firmly that this customers feedback is dishonest and will be pursuing additional remedies to cure this malicious and false feedback. 

  Customer response

  01/05/2024

   
  I am rejecting this response because:
  Their response shows exactly what kind of business they are, and how they do business. They messed up, including parts that didn't work, and instead of taking literally any accountability at all, they simply want to blame us, and once again tell us that they are going to come after us, for telling the world what a horrible company we found them to be. We need nothing further from this business, we simply never want to hear from them again.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my steer last May and out of the box it would not light properly. After two tanks of propane and mulitiple warranty emails I was told it was the regulator. My contractor re-installed a new regulator to get it fixed. I immediately noticed the most uneven cooking and went back to find out why I have raw food on one side and charred inedible food on the other. Again, deaf ears brought me to adjust the burners individually. This seemed to work for a little while but grilling was still quite uneven. Warm weather rolls around and my grill again will not light. I am so upset I call Funoutdoorliving in *********, **. The manager tells me to call a service guy they use. Great! Maybe Ill have a functioning grill. He arrived and immediately tells me it the regulator. I started with one, had warranty send another and bought a third on me own. I explained this to him but he did not agree with my reasoning. Well, he charges me $280 for a regulator and cleaning. I think its all set until I fire it up that afternoon. A ball of flame around 6 feet high shot out of my grill with my kids playing nearby. I am furious. The guy comes back and grill fires up fine but temperature shoots straight through the red zone and beyond. He says on low the grill will fire this way . Absolutely not. No way on low will a grill go to 700 plus degrees. He charges me another $80 and says he has no idea what going wrong. Oh, he cleaned my grill with sand paper. Looks great all scratched up now. I am utterly furious. Yesterday I called Funoutdoorliving six times with no answer. This is getting suspicious. I think the manager had enough of me calling about the grill that does not work. Warranty gave me this email as a last resort. I have no choice but to go to the BBB and credit card services for a rebate. But, my new outdoor kitchen has a counter top that fits a bull. I need somebody to please fix this problem. The regional manager wont even call me.

  Business response

  06/16/2023

  This was a manufacturers warranty issue that Bull BBQ was responsible for. We sold the unit out of our store but the manufacturer ultimately holds and is responsible for the warranty. We worked with the executive team at Bull BBQ to help **************** get a replacement grill authorized. The new grill has been swapped out and the customer has indicated he is pleased with the resolution. 

  Customer response

  06/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

  very happy with the outcome.  Thank you

  
  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2022 we contracted with Fun Outdoor Living (********* location) to construct a deck at our property at *******************. There have been numerous challenges and issues as the project progressed. The main problem was a lack of clear communication and any project leadership. We would never know who was going to turn up when to work. Despite these frustrations the deck was completed earlier this year. Issue that we are looking for assistance with is to work with the company to provide the building permits, completion certificate and gas and electric certificates. We have been requesting these for some time as we had concerns that the work was not properly signed off due to multiple follow up inspections without any final resolution. A crew turned up 2 weeks ago to do some additional framing corrections. Assistance requested in working with the company to obtain the required permits and certifications for the work. We have paid $100k for the project with a small residual balance of $4k still due. Any attempt to work with FOL has not resulted in a satisfactory response. We are now concerned that the work does not meet required standards given the inability of the company to provide the documentation.

  Business response

  04/26/2023

  We have spoken with the customer and advised that all of the requested inspection results and reports have always been available on the Iredell County, ** public portal website. Our staff for that reason did not send out the inspection reports, assuming the customer would access them there. We have since this complaint emailed over the completed gas and electrical final inspection reports, and advised the final framing inspection is still in progress. Once we have final clarification from the framing inspector, we will close out this last inspection to complete the project. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around July 2021 the said company installed a patio w/fire pit in my backyard. Before the project, my irrigation system was working fine. Shortly after the work was completed I noticed the irrigation system was not working at all. I immediately reached out and Based on discussion I was reminded that there is a risk that with the work done, damage to irrigation systems is possible and that Id be responsible for any repairs to the irrigation. This was very concerning and seemed unfair. Why wouldnt they let me know about the damage in the midst of the project so repairs can be done??? I went on to request a quote for the repair and was told $850 to repair. Since it was getting close to the end of the season, I decided to wait to have these repairs done. Fast forward to June 2022 I reached out to have the repairs done for $850 and was told not only is the new price $1200 but there is no guarantee that the repairs would get my system fully operational. Frustrated and angry Initially agreed to pay $1200 bc I was sure the system work after repairs since it was working fine before the damage. June 28th (after numerous follow **** someone showed up unexpectedly and started digging up around my patio without any warning or explanation. As of Today July 1st my yard has been left in a mess with holes, etc and Im being told the repairs were completed and the system is not coming on. No one has walked me through the so called repairs that was done or explained why the system isnt working or explained what it will take to get it working as it was before the damage. Yet Im still being billed for $1200. At this point I am so frustrated and feel Iike I am being taken advantage of and this issue will drag out for a long time. I just want my system operating the way it was before it was damaged OR Im will to cut my losses & take my business elsewhere to get the system repaired, in which case I should not have to pay any amount for whatever so called services were rendered.

  Business response

  07/05/2022

  We have contacted the customer in regards to this complaint, and are working on setting up a on site meeting to go over the work that has been done. We have emails and communications from the customer confirming the services we will be performing, and that there was a likelihood that additional work would be needed. Upon fixing the agreed upon work at her home, it has been determined that more repairs are needed on her irrigation system. This is consistent with our initial contract where we disclose the potential for damage to irrigation systems, and communications with the home owner where it was acknowledged she may be responsible for additional repairs after our last service.

  We hope to resolve this with the customer and explain what we have done/ determine what else needs to be done (for a fee). Our current position is that we have done nothing wrong and owe the customer no further services, and are happy to provide communications and contracts to back up our position.

  Fun Outdoor Living
  

  Customer response

  07/06/2022

   
  Complaint: 17513293
  
  I am rejecting this response because:
  I am waiting to confirm scheduled time for someone from the company to come out and walk through and explain to me what services have been performed to rectify the damaged caused to my system. My yard has been left in a mess (trenches not filled in, flower beds torn up, excess piping laying around yard, holes unfilled along back side of house, etc.) I am also waiting to receive a formal documented quote / work order which details the services performed. Lastly, Im waiting for my yard to be put back into to position it was found (holes/trenches filled, flower beds repaired, etc) Until all 3 of these items are done AND Im satisfied/confident that the services where done as expected, I will not be making any payment due to services not being 100% completed  
  

  Additionally, I want to reiterate that the system was working fine prior to the install of my patio and while I was aware that damage to my system MAY result from the install, I wasnt aware that I would have to pay for exploratory services to figure out the problem. Which is what I am being told.  From my perspective there wasnt a problem before and now there is. So the appropriate resolution would be for the company to get my system back to working as it was before and I shouldnt have to pay some excessive amount for this  
  

  I still have no idea why the system isnt working, when it was working fine before the patio project. So I have to believe the install work caused damage and hasnt been properly corrected.  I also have no idea how much they would charge / quote me for additional repair  
  

  Until all of the above is addressed / discussed, I do not consider this compliant resolved. 
  
  Sincerely,
  
  Gweneka *****

  Business response

  07/08/2022

  Good afternoon, 

   

  Thank you for your continued assistance with this situation. Please find the attached communications with the customer and a member of our team. Upon reading these interactions you will find the following:

   

  A. The service the customer requested from our team was requested the following year, and in the current climate of business inflation it is not unreasonable that we chose not to honor a price that was quoted through email. Considering no terms were offered in this email quote, and a reasonable timeframe has been exceeded since the quote we believe this is not a legitimate professional point to bring up. It would have been the responsibility of the home owner to enquire if the quote had an expiration date if she intended to allow this much time to pass prior to commencing the work. 

   

  B. The original patio contract for the installation the customer did with our team has two clear disclosures that the customer signed and initialed disclosing the potential of damage to underground utilities, private lines, irrigation systems, etc. When the walkthrough occurred with the customer prior to job start the customer signed and initialed a separate preconstruction check sheet with our team, which reiterated the original contract disclosures and the potential of damage to her system. These are underground unknown items to a team using a bobcat for excavation, and it is impossible to predict what is hit, where and how. For this reason we reiterate this potential multiple times and make it clear no repair work on irrigation is included in any matter. 

   

  C. The below exchanges show our representative was clear and forthright that the requested repair WAS NOT a guaranteed all inclusive repair, and that until the initial reconnections we knew about were done we could not comment on additional work needed. It was recommended to allocate an allowance of money in the event that more work was needed to be done, and the customer refused as shown. These exchanges show we presented this scope in a truthful and straight forward manner, with all effort to disclose this potential. 

   

  D. In reference to the yard disruption around her patio beds, we reject any liability for this claim. The incorrect steps were decided upon by the customer to not fix the system immediately while her yard was disturbed from the patio installation is the customer's error in judgement. A common sense approach would dictate that when irrigation lines that are underground are broken, and we explain to the customer that they will need to be rerouted around the patio to be reconnected, you do not finish and install mulch and flower beds around the patio prior to performing this repair. The customer chose to wait an unreasonable time to perform her irrigation repair, and installed bedding/plants around the entire patio. Our team trenched and installed new irrigation lines from the two cut areas of the damage, and routed these lines based on installation practice directly in the areas where the landscaping was done. We will not accept any liability for this poor project management flow the home owner chose to execute. Per standard industry practice our team trenches irrigation lines to bury them underground, and then mounds dirt back over the trenches slightly higher than the grade of the yard to account for dirt settling. The customer is responsible for her own landscape adjustment, and our initial patio contract disclosures are clear that landscape disruption is not a covered item.

   

  E. In a good faith effort we have agreed to meet the customer on site and are waiting to confirm with our foremen availability to have a competent employee on site that can verify the work that was done and explain it accurately. This does not change that the work has been completed as originally discussed, and the broken areas from the patio installation that were evident have been repaired (the customer has photos of this to confirm). We just performed this work and are currently sending the final invoice for the work. Once we have approval to proceed with work, we wait to perform the service in the event that additional billing is needed for additional items requested at the time of repair. She will be provided with an accurate statement of all performed work that corresponds to the email approvals she authorized. 

   

  F. We will not perform any more work in any fashion at this property until full payment is made promptly. We feel strongly we have done nothing wrong as a business and that we are being manipulated, after being forthcoming, to perform free work by the customer. This is a non-negotiable point for our company, and we stand prepared to take collection activity to recoup the fair agreed upon monies we are owed. We have expressed that we are willing to look at the system further and continue to diagnose it to get it running, but for an additional charge. 

   

  Customer response

  07/08/2022

   
  Complaint: 17513293
  
  I am rejecting this response because this issue has not been resolved. Per my previous response until I am completely clear on and satisfied with the so called worked performed, including putting my yard/flower beds back the way it was found, I will not be making payment. I have huge exposed trenches / holes over my yard. I am patiently waiting to have a time scheduled for someone to come to my property for this.
  

  My main issue is that the company feels they have no responsibility for damages caused to my working system before the patio install. My neighbors can vouch for me that the system was fully operational before the install and high water bills also would confirm this. 
  

  if I had known the system wasnt working while my yard was disrupted, of course I would have requested the issue to be repaired at that. I didnt learn it wasnt working until after the job was done and my yard was seeded and strawed. 
  

  to be clear what I am requesting now is the following:

  1. a competent expert to come out and walk my property to explain what damage was done and correct. Id like this documented as well before any payment is made

  2.  The holes throughout my yard filled/yard and flower bed out back the way it was found before my yard was disrupted. The job performed is incomplete (I was told they would normally fill holes/seed and straw) thus should be complete before any payment is made  

  3.  A reasonable and fair quote to get the system fully operational so I can make a decision if I will or will not do further business with the company  Id like this documented as well

   

    

  
  Sincerely,
  
  Gweneka *****

  Business response

  07/22/2022

  can you please let them know we met with customer and are working on a resolution we need a few days to comment

  Customer response

  07/24/2022

   
  I am rejecting this response because we have not 100% resolved the issue. Id say we are about 85% there and the company is working with me to get everything resolved.  A couple request remain open  
  1.  Yes. The company has corrected the damage caused to my system when the patio was installed (ie reconnected main line, rerouted/added/adjusted heads around the patio, backfilled the trenches around patio etc) and I am happy with this work. However there were other trenches /holes made in front of the patio close to the stairs, back of house and the valve box (pix and video attached) Additional work is needed for these small areas (more dirt to completely fill the holes made by the valve box and seed and straw both areas around stairs and box since what grass was there will grow back. No seed or straw is needed around the patio where the new heads were installed since I have already Re -mulched /planted bushes around this area. 
  2.  Ive requested a detailed **** for the work completed. The **** should include specific details of the work performed, materials used, breakdown of costs, warranty, etc. 
  Once the two items above are resolved this issue will be 100% complete and Id be happy to pay outstanding **** for the work performed  
  
  Sincerely,
  
  Gweneka *****

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went under contract with Fun Outdoor Living for around $70,000. There were many issues shared along the project duration and I recommended and preferred to outsource the issues the remained via a punch list of items on my own to not have to deal with Fun Outdoor Living again. The total of the issues to be resolved estimated to be $5750.00. Fun Outdoor Living asked to resolve those items in-house and I agreed. As part of the agreement, I was informed to not worry about the stainless items and just part the non-retail portion. However, today I was solicited by a staff member asking for the stainless items to be paid for. This is despite my understanding the stainless items would be taken care of by Fun Outdoor Living and the punch list items in-house so Fun Outdoor Living wouldnt have to pay the $5750.00. As a result, I am requesting that the $2,861.43 now being asked for weeks after me paying the other near $65,000 to have a zero balance be credited as interpreted from my conversation with the owner. Furthermore, there is existing paint work needed and I am requesting Fun Outdoor Living allows me to use my professional painter to get the job done properly the first time. This painter cost is $1500. Also, there is a damaged gas log pending and the price of the set is $1200. I am requesting to purchase the log set myself. In summary, I am requesting the $2,861.43 for the stainless items to be zeroed out to show no balance on my account. Also, I am requesting to use my own professional painter at $1500 and also buy my own log which comes in a set at $1200. So, I also seek a refund of $2700 to not have to deal with FOL staff and FOL subcontractors continued project delays and continued poor workmanship.

  Business response

  03/08/2022

  We reject these claims. We have completed all work on the job site per our contract. We have documented the finished product with videos and photos.  We have documented a multitude of dishonest statements from the client that are demonstrably false. We have documentation and text message/phone call conversations as needed to demonstrate this lack of candor.  *********************** the owner and ******************************* the general manager paid ****************** a site visit. During this visit minor punch items were discussed. He was advised that not all items fell under a  punch list but to provide exemplary customer service FOL would address them. The paint in question is on Mr. ******** and is not a contractual scope of work owed. The painting is not a contractual line item FOL owes the customer. Furthermore, ****************** was never offered verbally or in writing any form of a discount for balances due. ****************** was advised at the time of this meeting that he had a balance due on his stainless products, his construction contract (two separate transactions), and his punch list withholding (a specified 3% total amount of contract). ****************** was advised that a payment needed to be made, and that in the spirit of fairness a withholding would remain on total monies due until his punch list concerns were addressed. He was advised that he could make a payment in a check on the balances due with the exception of the stainless steel. This balance was withheld for the punch. We reject the notion he is owed any monies off his order, and point to the fact that the current balance in question is from a stainless steel retail order. The goods are currently at the customers home being used by the customer. The log set is rejected as a item, as it is a singular log referred to. We agreed to replace the SINGLE log which has a total value of 25-35$. We do not believe as a company we have a duty to waive any balances for ******************. 

   

   

   

  Customer response

  03/09/2022

   
  Complaint: 16855963
  
  I am rejecting this response because:

  I disagree with the response. Punch list items of the log to be replaced still remain. Painting under the entire patio on the siding was done in poor workmanship still remains to be corrected. A site visit at my residence by ********************* did not occur as promised yesterday.
  

  The status or date of the log to be replaced is unknown, and, the status or date when the painting of the entire siding under the roof over the patio to be redone properly still remain. 
  

  Since Fun Outdoor Living has no recollection of the events around the stainless steel, as shared with them via email recently, the balance placed back on my account for the stainless steel appliances will be paid once the pending punch list items above are corrected. 
  

  I request that Fun Outdoor Living provide dates on when the two pending punch list items referenced herein will be scheduled and completed in order to pay the stainless steel balance following the two punch list items completion.    
  

  This will then finally complete the project and resolve matters associated with the project in any capacity prior to today and matters which follow leading up until project final completion.  

  
  Sincerely,
  
  ***************************

  Business response

  03/15/2022

  The customer has met with Andrey our General Manager this morning. The discussion produced an adequate resolution for both parties and we believe this process is no longer necessary through the BBB. Customer has indicated they will be confirming the same. Thanks!

  Customer response

  03/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩