Gary Pools & Leisure

I had a disappointing experience during my recent visit. Two teenage employees appeared to be making fun of me, and I personally witnessed behavior that felt directed at me. It was embarrassing and hurtful, and it made me feel very uncomfortable as a customer. Everyone deserves to be treated with respect when visiting a business. Because of this experience, I no longer feel welcome and am hesitant to return. I hope management addresses professionalism and customer respect with their staff so other customers do not have a similar experience

Matt and Nick, the 2 techs that installed my new Olhausen pool table were very professional. The installation went super smooth. I am very pleased with the results. Also, Marc, the salesman that sold me the table, was knowledgeable and friendly. I could not ask for a better customer/business experience.

I would NEVER recommend Gary Pools. Worst experience ever. Purchased a Hayward above ground pool heater in summer of 2024. Worked very sporadically and now the heater doesn't work at all. States "ignition failure ". They do not stand by what they sell. I was given the names of 2 people to contact as I do have a 3 year warranty. One, no return calls. The send was an extremely nice man, Kevin. Unfortunately he is not in the area and cannot be paid to help. So why give me his name? But I am very glad they did. He has been trying to get me some help and has been contacting me. He has contacted the owner of a local pool place who said they will work with me to get it running. Is that too much to want the $2000 heater to work? Gary pools should be ashamed of the lack of customer service. I have even called there several times and told they would "get back to me". I am so disgusted and disappointed and would not recommend purchasing anything from them.

I bought a $4300 Pool Do not get these plastic pools! I have had nothing but problems !Two pieces were missing ,They said I was lying. Nobody helps you for a long time . The legs and the feet on this thing are terrible . I truly feel I should get like half of my money back . I’ve had a professional Pool guy over here five days in a row Money, money money .

Dealing with the salesmen Eddie. He has been extremely helpful, never bashed other brands and educated me on jacuzzi tubs and what they have to offer. I really appreciated his experience and how he approached helping me. Definitely recommend dealing with him and Gary pools, great store , they have a ton of options . Soon to be a new tub owner thanks to eddies help. He was a big reason I went with jacuzzi

All the staff there are truly friendly, professional, and extremely knowledgeable. I was having issues with a spa pump that was leaking and when I brought it in and told them the problem, they tested it and knew exactly what was wrong and fixed it the right way. Great job from the back of the store to the front

My my experience has been with the Niagara Falls Blvd. location. I bought a used hot tub from Gary’s. When you buy a product new or used from a store, you have certain expectations that it will meet a minimum level of repair and quality. This was not the case with our purchase. The hot tub had been repaired and promises were made that it was in good shape and would be guaranteed for 30 days, after the hot tub was delivered, I noticed debris in the intakes, I had specifically asked if it would be removed and was told that it would, and after filling the hot tub the paint from the repair started to bubble, so I went to the shop right away. The sales person and I told the manager so he asked me to send pictures which I did. I never received any response. when I opened the side panels for installation, I noticed that the insulation had been removed. I informed the shop they told me the insulation of the hot tub was not necessary. some of the knobs for adjusting the spray do not function and some of the ports for spray do not function. The circulator motor was not bolted to the base. The lights were pulled out from their mount and left loose inside the cabinet, and although it was specified on the invoice. It has a clear ray filtration system, which is basically a UV light bulb, and when I checked the lightbulb, it was missing so I had to spend an additional $100 for a bulb. the initial contact with the sales associate was good and the delivery guys were great. Other than that there is no reason to ever buy a tub from Gary’s when you could buy it from another store who will take care of your purchase during, and after the sale and I would recommend if you were to buy a used tub from Gary’s don’t bother; just buy it from a homeowner and pay to have it delivered , because there’s no difference. I still had to clean it out myself and repair the damage to the tub myself. See pictures.