Backyard Masters
reviews and complaints

They lie about there product where it comes from.They lie about parts inside hot tub.They lie about when product comes in...They try to put you off to gett refund. Very very very bad bad bad company...They need better management better people running day to day stuff...

On September 1, 2019 purchased a new hot tub at Backyard Masters. The hot tub was worth $ 16, 193.00 dollars according to the specifications that the seller gave us, we purchased an new Artesian Elite Spa Pelican Bay. I payed cash via personal check.
On September 13, 2019 the delivery arrived. When they opened it, we could verify that it had a large amount of water inside the hot tube and it was not the same hot tub model that we had bought, the one we saw at the store had a stereo and speakers, the one we received did not. In addition, they did not give me any of the accessories only the cover and according to the contract there were several accessories including the stairs, a care kit, etc. Immediately my son contacted Mr. Dean Jr., the person who sold us the hot tub. After several days of conversations, on September 20, 2019 Dean gave us a credit for the sum of 350 dollars and other accessories which I accepted in order to avoid getting into legal conflicts, and because I urgently need it because of my health conditions.
On September 26, 2019, a technician from a electric company arrived at my home to install the hot tub, when he uncovered the hot tub cabinet he found and informed me that in several parts especially in the pumps there was a lot of rust, so I asked the technician if that was normal but he replied that he had never seen anything like this in a new equipment, that this was possibly used and immersed in salt water for a large amount of time, this would explain the large amount of oxide. So again with my son we contacted Mr. Dean Jr. who told us that it was normal since the manufacturing company tested it, but according to the technician the oxide is exaggerated to be only from a test. For what I request, my money is returned and the equipment is removed from my property. Dean took several days of messaging us on and off and said thay on October 24, 2019 all the oxidized parts would changed and he swore that the hot tube is completely new. So far I have not been able to find any parts that certify that this hot tube was built in 2019, I could only find parts of 2017 and 2018. I couldn't find the part number of the hot tub that we bought either
In good faith and believing in the honesty and seriousness of this person I wanted to continue doing other business with them agreeing to the parts replacements. However they did not meet the dates indicated to start another job for which I was going to hire them, I decided to do it with another company at a higher price. Since I couldn't wait any longer, my son let him know that I was going to do my other jobs without his services, I also indicated that if on October 24 we did not fix the problem of the hot tub replacement parts, we want to get our money back and have their hot tub removed from our property, since I underwent another surgery and I really need to continue with my therapies.
On October 24, 2019 around 12:00 noon, my son contacted Mr. Dean Jr. to ask, why hadn't the technicians arrived? to which he replied that no one was going to come home to fix the hot tub, that simply that date was tentative, so we told them that we no longer want to continue with the business since they have tricked us and lied several times. They were told that at that time I was on my way to the office to talk in person, Mr. Dean Jr. called me on the phone trying to explain, but I told him that I do not accept explanations that I simply want my money back. Minutes later I received a text from him telling me that he will not be in the office, to come the next day. I still went to the store. I went with my wife to the Backyard Masters office and Mr. Dean Jr. was there, which was another lie from him. At the office I was attended by a Mr. By the name of Antonio who repeatedly asked me to give them more time to fix the hot tub to what I flatly refused because I immediately need the hot tub for my health and because I had bought new equipment not something that needs fixing, for several minutes I asked him who was the Manager or owner of the company to be able to talk with him, to which he replied that he was the Manager, but Mr. Antonio did not want to understand that I am only looking for my money back because I can no longer wait more time and I told him that if they were not going to help me, I was going to go to my lawyers, to the Consumer Protection Agencies and I was going to call the Police to make a report to which he told me to do what I have to do to. I dialed 911 while I was on the call Mr. Antony kept arguing with my wife and demanding to give him more time. At one point Antonio got up from his seat headed to where Mr. Dean Jr. was. They talked between them and Mr. Antony came and told us they were calling Immigration. A direct racial discrimination offense to me and my wife. He then followed by slamming on the desk which passed me very close to the head, close to hitting me and knocking me off the chair. While this all happened I was still on the call with 911 so the agent suggested that I leave the place and wait for help, approximately 20 minutes later an officer arrived who told us that the only thing he can do is give us a report, he also suggested that we don't return to the store and that we take legal action against them.
It should be noted that this situation is causing my health problems to aggravate since I cannot do my therapies regularly and has caused me extra expenses such as $ 1, 000 for the installation among many others.

Deceptive sales approach. Never telling me that I had to get permits. Which as a homeowner I did my research. When I went to get my deposit back Larry and Antonio had lied and said the pool was ordered already. Which in their contract if all monies are not paid then pool will not be ordered. Which that was yet another lie to keep my monies. Then when I said let me just pay for my pool so I can just not be bothered anymore. I paid for pool Larry told me it would be in Wednesday. Never happened still awaiting on pool. This company is very deceptive. I will not have anymore dealings with this company unless pool clasps and then I will be getting my lawyer on them.

I went into Backyard Masters and met with John to purchase a pool liner and a new light in April of 2014. John showed me the liners and sent someone to measure my pool. He called me with a price and said that the light and the liner would be $3, 638.94. John said that the liner take 2 weeks to come in and 1 day to install. He told me that Backyard Masters would open my pool, test the lines, change the face plates, resurface the bottom and put the foam padding on the walls. I said great and came in on May 4, 2014 to pay. When I went to pay I met Dean Jr. Upon paying I learned that the price did not include the light. Dean Jr. took out a brochure and showed me that the light would cost an extra $550. He said I was getting a great deal and I didn't really need a light. I was upset that John told me one thing and now when everything was all set it had changed and Dean Jr. assured me that he would take care of everything from that point on and that I was getting the best liner for a great price. I agreed to pay for the liner and get the light after his guy saw the light and determined if I needed an new one or he could fix the one that I had. Two weeks passed and I hear nothing from Backyard Masters. I called and left several messages. Nobody returned my calls. Finally I get in touch with Dean and he tells me that he doesn't like the way that the liner came out and he wants to re measure it. He sends guys from Merlin Pool Liners over and they told me that Backyard Masters never placed the order. The guys get to my house and tell me that they will not measure the pool with the cover on and they were not allowed to help me take it off. I immediately called Dean and heard nothing back. I got my neighbors to help get the cover off and Merlin measured the pool and said it would take another two weeks to make. June comes and I have heard nothing from Backyard Masters. I called several times and left several messages for Dean but none of my calls were returned. When I spoke to Dean he told me I should have known who answered the store phone because he can't yell at everyone who answers the phones. I told Dean that I was having a party for my mother on June 20th and said that I need to have the liner done by then. He said no problem and promised the work would be done by then. June 19 the liner was completed. Now the pool needs to be filled, needless to say I had to cancel the party. Plus the guys had to come back the next day as the pool filled. Dean's response was that it was my fault for having low water pressure. I do not have low water pressure. I lost $1, 000 on that party. Backyard Masters did not open my pool, test my lines and the spot where the light had been was now suctioned in with no cover on it. There was blue tape left around the edge of the pool and sand all over the bottom of my pool. There were also no face plates.
Buyer beware! I was told I had to pay in full when I purchased the liner so I had no leverage during this nightmare. It is now mid October and I still have no light and was told by Dean it will cost an additional $1, 250 for the light, closing of the pool and pressure test. Whenever having any pool work done do not go to Backyard Masters they will rip you off. Make sure to get everything in writing! I guess a gentleman's hand shake means nothing here!

I am blown away by the horrible experience. I was ready to spend thousands and after waiting a half hour and after making an appointment, I watched a young girl with no right being in charge, yell at a person calling in to complain - she was so rude. Then she started helping others instead of me!? When I said I had appointment with you and have been standing here 30 min, she start crying and told me to "just leave." to top it off the owner responded with arrogance ... I guess this is where employees get it from? I also watched several people leave bc no one would help them. So I spent $6k in central islip, and was treated the way all customer should be, with respect.

Also a friend ordered a rug and paid for it. It was supposed to be there 7-10 days. After 10 days she started calling. They never called her back. Gave her run around. Turns out they never submitted the rug to manufacturer and lied about it. She found out from manufacturing company the truth

I find it unbelievable that "management" responds to these complaints online yet they can't even call their customers back, treat them with respect or not lie to them. I have never had to deal with a company like this and wanted to share so others don't have the same experience.

My husband and I decided to get our first pool. I am an avid swimmer so I was thrilled to actually own a pool of my own. We embarked on this journey and we quickly decided that we would like a Doughboy pool because of its reputation. When we first went pool shopping we realized that this industry was a little cut throat and reminded us of the unpleasant task of buying a car. Nonetheless we decided on the “Diamond” 12x24 pool and made our purchase paid in full on June 5, 2007 at our local retailer Backyard Masters in Farmingdale, New York who are considered a “PREMIER DOUGHBOY DEALER”.

We were very please with our purchase that day. We thought our salesperson, Doug, was informative and very pleasant. In fact a few days later we had an installation problem. The price was $500 more. When I spoke to Sherry on June 9th not only did she contact the installation company for me to resolve the installation price. That was quickly solved. She also told me that day “she was looking at my pool” and “that it had already came in and it would be delivered on the following Friday”.

On June 14, I received a call from Backyard Masters. I was waiting for the person on the other end to tell me the delivery times of my pool for the following day. I was completely shocked when then told me, “Mrs. Louzeiro we received your pool today but Doughboy sent the Desert Spring instead of the Diamond. But the good news is that it is the same price”. I then asked if she was joking but I was so upset that I hung up on her. Never did I receive a call back from anyone nor a manager expressing their regret. So I cooled off and call back to talk to a manager.

That is what brings me to write this letter. I had a very interesting conversation with Dean, the manager at Backyard Masters. After I hung up the phone I decided to do some research on your company and product. Dean told me the following:

1. That the Diamond was last years model (2006)
2. They ordered the Diamond but Doughboy just sent the Desert Spring because its same quality and same pool just a different look
3. Sherry did not actually see your pool she was looking at an acknowledgment of the order that Doughboy sends
4. Its Doughboy’s “HOT” season so therefore they are not going to go out of their way to fix their mistake. You know people from California are not like us in New York they move at a different pace
5. It was too late to order the pool that day cause it was 6pm eastern time and in California because of the time change everything is closed
6. If you are going to put a deck around it then it doesn’t matter which pool you get

My problem with these points are:

1. I called Doughboy and they told me that the Diamond is in the 2007 catalog
2. I find it hard to believe that a big company such as yours would give a customer an option of styles but then send the one they want instead
3. Also if Doughboy really screwed I am sure that they would do something to rectified the mishandling and communication of the order
4. I am a pretty educated woman and you don’t really have to be that educated to know that California Pacific is 3 hours earlier than eastern time. So I think that 3:00pm was ample time to call doughboy and order the pool that day!
5. When I called Doughboy the woman on the line told me that Doughboy use to be in Calfornia 6 years ago.

I feel that Dean completely under minded me and definitely underestimated me. They should be more humble and apologize for their mistakes. At no time did I feel anyone there was apologetic about my situation. Never did they consider doing anything to make good on this. I had to reschedule my installation, my dumpster, my landscaper and my contractor because of this ridiculous and unnecessary error, which apparently was Doughboy fault! In fact the following day after speaking with Dean, we never receive a call telling us if our pool was order as promised. I considered canceling my order but I was annoyed that there only one other retailer in my area that carries Doughboy and they said the wait time was about 2 weeks. Backyard Master promised to have the pool to me by June 23rd which would was quicker.

I finally got my pool a little sooner than I was told. Its in now. I feel that the accessories that the pool came with was a little cheap. A tube split and need replacing within a month. We spent $500.00 on the electricity of the pool and that was my husband doing it himself. Definitely was an experience that left me not ever wanting to do again.