ComplaintsforPool Supplies Canada Inc

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased ******* **** ***** 4 Wheel Drive Inground Robotic Pool Cleaner from Pools Supply to find out that has this Error-10 code making it not working unit. After reviewing supplied manual that came via email (the latest they claimed), this error did not even exist in troubleshooting or any references. After contacting customer support, it came out that they are aware and this is some communication issue caused by cables not installed correctly or wires not secured in the cable connector. They sent us youtube video of some guy in his garage tearing cable apart and finding loose wires ...like do your self cable manufacturing defect fix training video. This shall addressed and if manufacturing defects are known to be recalled by manufacturer and fixed, not passed to the customer. It is obviously known problem, yet these units are sold at $1,700 a piece as functional units and you get nothing for it, and spend days troubleshooting something that should work as it is a new unit.

  

  Business response

  06/07/2023

  Hi ******,
  
  I do apologize for the poor experience with the ******* **** ***** 4 Wheel Drive Inground Robotic Pool Cleaner. I have looked into your claim and it appears a return has already been approved for refund. 
  
  If you require further assistance, please feel free to contact us.
  
  Thank you,
  Katie

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased what I thought to be an 18 foot round 54" liner. We tried to install in our 54 inch tall pool. The liner fell off and we lost a half a pool of water. Contacted Pools Canada. They said sorry sometimes wrong liner gets put in box we will send out another one and label to send back the first one. A week goes by and I hear nothing, so I call again. Another lady gets involved and says no we sent the right one, Can you measure from seam to top of liner and send pics. So we do from seam to top of liner is only 48". She says yes thats the right one. I said well How come they come in 3 sizes if thats the right one. My pool is 54" tall, a 48" liner isn't going to stretch that much. Then they told me we were installing it wrong. They sent me a paper that pretty much tells me to add sand to middle to bring wall height up. My problem is I paid mor for they 54" pool and they are tryint to make me accommodate the shorter liner they sent me that was marked on the box as a 54" liner. They did nothing to resolve my issue. So either I buy a new liner or give into a shallower pool to accommodate the liner they sent that was over $500 bucks.

  

  Business response

  06/07/2023

  Hi *****,
  
  I'm sorry to hear you are experiencing issues with your liner. I have reviewed the pictures you sent in and the email sent by our pool specialist. The liner you have is correct, the bead to seam measurement on a 54" pool liner should be 47" as it is designed to stretch during installation. The pictures provided show the bead to seam measurement to be 47" as expected. In regards to adding sand, there seems to be some miscommunication here. We are not asking you to add sand to decrease the depth of your pool, what we are referring to is "cove" which is typically made of sand and is used to create a smooth transition from the floor to wall. We don't want you to be stuck in a situation where you can't use your pool, if you want to respond to our pool specialist Steve who emailed you, he would be happy to assist with making any necessary adjustments to ensure a smooth installation. This liner is designed the same as liners made by other manufacturers, all will require the sand cove for a proper fit.
  
  Thank you,
  Katie

• Initial Complaint

  22/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - I purchased a pool heater on March 7 2021 with Extended Warranty for Parts. - Contacted Pool Supplies Canada in Sept 2022 due to Pool heater making what sounded like rocks rolling in it. got No response (closed the pool at this time) - Contacted them again in May 2023. got acknowledgement that since I contacted in September they would honor the warranty. - Hired a tech to look at the heater as requested by them on May 20, 2023. he said there was damage to the heat Exchanger that caused the malfunction and damaged more parts in the heater he recommended a complete replacement as would cost more than a heater. this was sent to Pool supplies Canada on May 29, 2023. - sent photos to pool supplies Canada on May 31,2023 as requested. - they then said they would no longer cover the warranty. due to the damage being caused by poor water. were as the tech said not the case and I have my water tested regularly. how they tell this from a photo? - was offered no other solutions. -i have since purchased a new heater from a different company.

  

  Business response

  23/08/2023

  Hello ****,

  Thank you for contacting us with your review.

  I understand your frustration with this process, however, Pool Supplies Canada offers a wide range of extended warranties. Each extended warranty offers the same terms and conditions as the original manufacturer's terms and conditions. This includes all limitations of warranty per a manufacturer.

  As per the ******** warranty document, according to the section on Warranty Exclusions, the limited warranty does not apply "to damage, malfunctions or failures resulting from misuse or neglect, including but not limited to freeze-ups, operating the Heater with the cabinet door off, having flow restrictions or obstructions between the Heater outlet and the pool/spa, electrolysis due to an improperly installed salt
  chlorine generator, or not maintaining a proper chemical balance (PH level must be between 7.4
  and 7.8 and total alkalinity between 100 and 150 PPM. Total dissolved solids (TDS) must be no
  greater than 3000 PPM. In salt water chlorinated pools, TDS must be no greater than 6000 PPM)."

  As per the above information, the warranty is not applicable to chemical damage due to improper maintenance of water chemistry. As per the ******** photo provided by yourself, the oxidization of the heat exchanger is clearly indicated by the "green" coloured portion of the coils. This oxidization is caused due to improper water chemistry and can happen gradually over time.

  As a distributor, we are required to honour a manufacturer's terms and conditions of warranty, including limitations. This includes our extended warranties pertaining to what is and isn't covered under warranty.

  I apologize that we are unable to assist you with your warranty claim at this time, as we do understand that this can be frustrating.

  If you wish to discuss this matter more thoroughly, please contact us and we would be happy to review any further information or insight you can provide for your claim.

  Kind regards,

  Katie

• Initial Complaint

  05/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a 27 ft Round Beaded Liner 52 inch Standard Specifications on March 3 for $949 ($1072.37 after tax-order #*******). The warranty states it to be free of any defects. We hired a company to install the new liner-a preferred business listed on PSC website. On May 23, the installers found a defect in the liner in that the beading was not welded-or sealed in one location. They also mentioned that the liner was excessively large and wondered if it was labelled incorrectly. My installers said they could not proceed with installing as the liner was defective and would most likely cause leaks or tear when the pool was filled. I then called PSC so they could open a ticket on my situation. I was then sent an email asking what the issue was and to supply photos, to which I did immediately. I followed up the next day, but did not hear back until May 27 in which I was asked for pictures of the perimeter of the pool and given a link on how to install. I sent more pictures and I was then told told my pool was not exactly 27'. I stated this was not the problem, the beading was not welded. I was again asked to send pictures. I have heard nothing back, even after several attempts at trying to reach them. I have asked for re-imbursement, but have not heard back. We have since ordered a new 27' round 52" liner from a local company in which the same installers installed May 30. They had no issues and it fit 'like a glove'.

  

  Business response

  12/06/2023

  Hi *****,
  
  It appears a refund has been issued.
  
  Thank you,
  Katie

  Customer response

  13/06/2023

  
  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,
  
  ***** ***********

• Initial Complaint

  05/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a pool liner from this company for our 27 foot diameter, round, above ground pool. When the installers (listed on the website for Pool Supplies Canada) came to put in the liner, it would not fit as it was far too big and there was a manufacturer defect in the bead. Pool Supplies Canada would not believe our claim of these defects. We sent photos clearly showing the issues but still they refuse to provide any sort of explanation or compensation. We have the liner repacked in its original box, ready to ship back, if the company will refund our money. We have a new line from a local company that was installed yesterday and it fit perfectly. The boxes for both liners state the exact same dimensions. So if the one we bought from PSC is too big, the label on the box is obviously wrong. We just want to resolve this with PSC.

  

  Business response

  05/06/2023

  Hi *****,
  
  It appears a refund was issued to you earlier today. I apologize for an inconveniences caused by this error. Please feel free to reach out if you need anything further. 
  
  Thank you,
  Katie

  Customer response

  11/06/2023

  
  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,
  
  ******** ***********

• Initial Complaint

  13/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pool ladder for my deck Sept 2021 for Summer of 2022. We opened the box Jun 15 2022 to install ladders on our deck. The two bottom feet DID NOT ROTATE to meet the pool floor. By trying to rotate the balls in the feet to meet the pool floor, they snapped off. In fact, they were so completely stiff there was no possible way for them to adjust to any floor. Further to this, the screw holes in the sides of the ladder to allow for it to extend up and down also did not meet up! After speaking with Customer Service Jun 23 (when they called me back) I asked to purchase a brand new ladder that morning, WHILE I waited over an hour for someone to call me back with an answer. During this time, I worked on submitting a claim that Customer Service suggested I do separately to the Manufacturer.. Then, Pool Supplies Canada DENIED me the New Purchase of Ladders that I was going to pick up myself in Burlington that same day as I had a very important event happening at my home the next day simply because a Claim was opened which they told me to do. . I requested a full refund for my inconvenience and frustrations. I also requested that a Manager or someone from their Team call me. The lady I spoke to was unwilling to escalate my issue KNOWING I was in a bind. And to top it off, I ordered blow up floaties for our event and one of the floaties a '***** ****' was sent to me Re-patched! which I paid full price for. When I complained about it, they said you'll have to put a hole in the floatie and send us pictures of it destroyed before we can send you a new one...REALLY!! 'The manufacturer has informed us since your pool steps have been opened and attempted to be installed, they are unable to refund you' they said. So without assembling them, HOW in the world would I know they were didn't work??? The same day I posted a review (not yet approved - ironic) someone called to offer me a solution, they wouldn't give me a refund and said someone else would call.

  

  Business response

  25/07/2022

  Hi *******,
  
  Our products come with a manufacturer's warranty and as a retailer we are required to follow the terms of the warranty; . The manufacturer's process is to replace the part, not to return or replace the entire step. As your warranty claim was approved, the manufacturer shipped you replacements for the damaged part as requested. While we understand this is not the resolution you were hoping for, the manufacturer has fulfilled the requirements of the warranty and when this was not satisfactory we offered to assist you with a return at our own cost, however you were unable to proceed as you had disposed of the steps.
  
  In regards to the float that arrived defective, the float comes with a warranty that requires either a field destroy be done or the item to be returned. A field destroy requires the customer to cut the item in half and provide a photo that can be submitted the manufacturer instead of having the item returned, as we would incur the return cost of return shipping on the defective item. Once we have received your photo we will be very happy to provide you with the replacement requested.

  Customer response

  27/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for the reply. This reply isn't new to me. Unfortunately, I have been hearing the same thing since I started my complaint with your company back on Jun 14 2022 for the only fact that no one is hearing my complaints. Understanding the manufacturer has a warranty that needs to be followed - I was told the it was null and void as per the email from your Service Team. It was only AFTER did someone then take the time to reach out to me personally to express to me that I had been misinformed and shouldn't have been told any of what I was told. This is not my issue. This is your Service Teams issue yet I am paying the price for it. Replacing the part as the only single option was never shared or given to me in any correspondence thru email or by phone because surely if it was I would've complied. After this why would I want to return anything at my own cost when nothing was explained to me. 5 weeks of complaining is enough of my time spent on this. I didn't dispose of the steps, they were given to a friend to use as I was told my manufacturers claim was null and void. Surely you didn't expect me to hang onto the item after I was told my claim was denied for some unknown reason.
  
  As for the floatie, you sent it patched to begin with. If you accept refurbished floaties from your suppliers then that should be shared with your customers when you sell them to people like me at full price knowing they are not brand new. That is considered false advertising.
  
  I will only receive a full refund.

  Customer response

  29/07/2022

  *********** ***********
  Here is a perfect example of how the Company says 'you got rid of both items' in which I did NOT! They need to get their facts straight AND Read the complaints and details their Customers share with them. The ladder was given to a friend ONLY AFTER I was told my Manufacturer's claim was DENIED. Honestly - please deal with this.
  *** **************** ***************************************

  

  Business response

  29/07/2022

  Hi *******,
  
  On June 16th you told us via email about the issue with your ladder.
  
  On June 23rd we confirmed the claim had been submitted to the manufacturer and on June 27th we confirmed the manufacturer was sending the parts.
  
  On June 27th you responded stating you did not want the parts and instead wanted to do a return.
  
  On June 28th we reached out the manufacturer on your behalf asking if a return could be done instead of replacing the parts.
  
  On July 5th we confirmed the manufacturer had denied the request to return the step and had already reshipped the parts.
  
  A return and warranty are two separate things. A return can be done on new, unopened product, this was denied because the item has been opened and is defective which makes it a warranty scenario. Warranty covers a product once it has been opened. As per the warranty, the parts were replaced.
  
  In regards to the floatie, we are the retailer and not the manufacturer. We would not have been unaware of any defect or patching on a float as we do not open product once we receive it from the manufacturer. All product we receive from the manufacturer should be brand new and if it isn't we want to file a claim so that both parties can be credited by the manufacturer for their error.
  

  Customer response

  10/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  On June 16th I told you via a PHONE CALL - two might I add. The person I spoke to (******** ** ** *********) I then emailed with my issues although he didn't work in you Dept, b/c no one at your place of business was answering the phones but him. I then EMAILED your company at his request to start the REFUND process.
  
  You then went on to tell me my claim to the manufacturer was voided b/c I had opened my box which I purchased from you BUT how else was I to know it was defected it I didn't open the box. When I spoke with ******* I was then told I was mis-informed and that you would accept my return for a refund. You asked if I had the ladders still, I said No b/c I was told my claim to the manufacturer was denied along with my Return for Refund. So after that, why would I keep them??? I have stated from the very beginning I wanted a refund, that was clear from my June 16 email. Before starting your process NO ONE told me that is was NOT an option from the start. Not one person.
  
  You confirmed the manufacturer had denied my request to return the step and had already reshipped the parts without my knowledge, No one notified me of this until I called for an update to which I found out they had already been shipped when I specifically requested a REFUND Jun 16.
  
  In regards to the floatie: you should do that at your own expense NOT the Customers! I shouldn't have to cut open floaties, take and send pictures to prove the item has been destroyed However I did send a picture to you of the REPATCHED HOLE!
  
  

  

  Business response

  21/08/2022

  Hi *******,
  
  We did not tell you the warranty claim was void because the item had been opened. ******* (** *** *********** ** **** **********) stated a return for refund could not be done because the item was open. In ********s email stating we could not do a return for refund she stated the parts were being send by the manufacturer. When you told ******* that's not what you wanted she reached out to see if the manufacturer would authorize a return for refund which would have been an exception to their warranty policy.
  
  July 5th ******* let you know the manufacturer was not willing to do a return for refund.
  
  You asked how you would have known something was missing or defective if you hadn't opened the box. You wouldn't have, however, if something is missing or defective the policy is to replace the part not return. Opening the product did not void warranty, it just made the product not eligible for a return for refund.
  
  As for the float, I understand you do not agree with our procedures however this is the procedure set out by the vendor. The vendor makes the product and is responsible for the condition of it. As a retailer we need to follow manufacturer procedures to ensure we are also credited when they make an error.
  
  I do apologize we have been unable to come to a satisfactory resolution.

  Customer response

  01/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes I was told over the phone my warranty claim was voided bc I opened the item. Parts were sent to me without approval from me. I have been requesting a refund from Jun 16. My instructions were clear from the start.
  
  As for the float, again, I was sent an item that had been repatched and sold to me at full price. I sent a photo of that repatched job. For this, a full credit should've been issued to me while YOU try to retrieve your money back from your vendor.

  

  Business response

  07/09/2022

  Hello *******,
  
  
  I am sorry that we have not been able to come to a mutually beneficial agreement, however as the manufacturer previously remedied the issue with the ladder according to their policies, we will not be able to change our position. In a gesture of good will we have initiated a refund for your float and apologize for frustration this has been.
  *** **************** ****** ****************

  Customer response

  11/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:  The ladder was of considerable value.  Because I opened the unit I was told my claim was voided.  I was even told that by staff member, ******** that I should never have been told that.  Because of that bit of mis-information it lead to me not keeping the ladders which of course you later asked for, not being able to get a replacement quickly for an event which I was willing to pick up same day from your Warehouse in Burlington, not being told from the beginning that a refund was not an option, sending ladder parts to me without my knowledge or acceptance - a quick fix that in the end, didn't help at all.  This intial complaint has on ladders has yet to be rectified.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a pool in September in 2021 from Pool Supplies Canada. On June 28th our pool installer rolled out the liner in the pool to finish up our install and as he was walking around pulling the liner out around the pool he noticed a hole, he decided to go in under the liner and took pictures and explained that aside from the hole that he initially found there was another hole that was right in one of the fold creases and also stated that all the white lines where the liner was folded would eventually be holes as well due to the wearing. Now both my myself and my wife were home and were watching the install of the liner so we know that it wasn't from the installer and we did advise that when we sent our email to the warranty department. They have declined our claim stating only that that it was not on a seam, well one of the holes is due to the folding and that certainly isn't any fault of ours. In total we have spent close to $8000 dollars and have upgraded and bought extra things for our pool from this company so it's not about the money it's about the fact that we opened our liner and didn't even get it half installed to find out that there was an issue. The buying process was amazing and were very happy with our purchase until this. It's not right to decline when it a defect in which we can do nothing about when it was damaged not by us. Our pool installer has been installing pools for many years and we trust that when he tells us that he has seen this kind of defects before. I did ask if there was any sort of appeal and we only received the same generic response that it's not on the seam. So unless the damage is on a seam regardless if the damage was prior to being sent to the customer then they will not cover it.

  

  Business response

  26/07/2022

  Business Response /* (1000, 5, 2022/07/25) */ Hello *******, I am sorry for the hole that was found in your liner! As you mentioned, the manufacturer's warranty covers seam separations only as is stated before purchase on all of our liner product pages, so we are unable to offer a refund. After examining your issue and photos provided we have offered to replace you liner with another at no additional cost. I am sorry for the delay and frustration this has caused, and appreciate your cooperation throughout the process. Consumer Response /* (2000, 8, 2022/07/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although we understand that the damage to the liner is not on a seam, we appreciate that with all the additional photos and information we provided it was able to show that the damage to the liner was there prior to us installing. As I said before we absolutely enjoyed the buying process which why we bought everything with you and not just the pool. Thank you for making it right! And we look forward to many years of fun in our pool.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pool Supplies Canada sold us a defective pool robot **** **** that never worked (Order XXXXXXX). The order was placed on June 4, 2022 and the machine arrived a few days later. We immediately contacted them to return it. We received a response on June 24 indicating they would contact the manufacturer. Since then, we are sending them a daily email (literally) with no response. We also called them many times (more than 10) and they never pick up the phone. We would like our money refunded and let everybody know the way this company works and the absolute lack of customer service. Thank you.

  

  Business response

  25/07/2022

  Business Response /* (1000, 5, 2022/07/11) */ Hello ****, I'm very sorry that the cleaner you received was defective and for the delay in your return! It is our policy to take product issues to the manufacturer for trouble shooting and warranty assistance, and we thank you for your patience as we confirmed the defect. Your return was approved and the return label provided on Saturday July 9th. Once we have received your return back to our warehouse we will be happy to issue your full refund!

• Initial Complaint

  14/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a new pool pump in April. When I opened my pool in May and connected the new pump, I unfortunately found out that the pump won't turn on, and makes a concerning buzzing noise. I promptly put the pump back in the box and assumed it would be no problem to send the item back and exchange it for one that works. So I contacted Pool Supplies Canada, however, to my surprise, they refuse to take the item back. They insist they are only a distributor of the item and cannot authorize a return for it. Instead I've been waiting for several weeks on a potential "warranty claim" that doesn't seem to be getting anywhere. I don't understand why I need to be going through such a long and painful warranty process. A warranty could be eventually denied or result in troubleshooting and repairs. This might makes sense for a used item that broke down earlier than expected, however, this is literally a brand new item that arrived in defective condition. Any other company would be happy to exchange the item for a new one, but not Pool Supplies Canada. I'm now out hundreds of dollars on a defective pump and unable to operate my pool. I just want one that works!

  

  Business response

  23/06/2022

  Business Response /* (1000, 5, 2022/06/22) */ Hello *******, I am very sorry that you received a defective pump, and that the warranty claim was a frustrating process. I understand that the wait for approval was longer than expected and sincerely appreciated your patience as we contacted the manufacturer with the required information. We have now sent you the replacement pump and provided instructions for the return of the defective unit. Thank you very much for your understanding as this was resolved! Consumer Response /* (2000, 7, 2022/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for resolving the issue and sending out the replacement pool pump. I've accepted the response, however, I still feel that the process was unfair to me as as a consumer. I shouldn't have to wait 1 month before being allowed to exchange a new item. Any other reputable retailer would have done an exchange right away without putting me through a painful warranty process.

• Initial Complaint

  13/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a ******* Pool Heater 250000 BTU from this company in February 2021 as well as their extended warranty; Used and properly maintained for one season (5 months). This year 2022 we started our pool up to find that the ******* pool heater had a consistent leak. We contacted the company to report the problem. They had us take the whole device apart and send pictures to them and then responded that they were not at fault which they apparently determined by the pictures we sent. They stated that our metal was thinning due to a PH imbalance. We disagree 100%. We were home all summer and never had any issues with our pool PH. We believe that this device was not constructed properly and therefore failed after 5 months of use. We are seeking full replacement. We called and emailed the distributor multiple times after they rejected our claim and did not receive a response.

  

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/06/23) */ Hello ****, I am very sorry that your heater is leaking and that you have been frustrated with the warranty. I can certainly understand the inconvenience this has caused! As your heater is within the initial manufacturers warranty period, we are required to follow their procedures as the extended warranty has not come into effect through Pool Supplies Canada. As you mentioned they do request specific photos which they are able to use to determine defects and causes. They have stated that the water chemistry has damaged the heat exchanger which is commonly seen. I am very sorry that we are unable to offer a full replacement at no cost as it is stated in the policy that these issues are not covered, however we have been in contact to offer a discounted price on the heat exchanger ($595), or a new heater ($2100) in order to assist with the costs.

*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. ↩