ComplaintsforLeslie's

Pool Supplies

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Initial Complaint
08/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I brought my Polaris VRX IQ+ to Leslie's Pool supply in *********, ** on July 8, 2024 at 930AM because it is under warranty. I was told by the Manager that my unit would be returned to me in 1-2 weeks. It is now August 6th and I am not being contacted at all by the store. It is costing me money to have a pool service come out and clean my pool.On the day I dropped it off she told me she would call me to let me know what the diagnostic told her needed to be replaced or ordered. She never did call me and it took her days to even look at it. Then she needed paperwork from me which I only found out from another employee because I took the initiative and called and asked what was going on. Both times they ordered parts, they sat in the shop for an excessive time before being installed and rechecked. I called ******* and they told me that the 2 parts the manager told me were "denied for some reason" were actually delivered on July 29th at 4pm and I have the tracking showing it. My unit is just sitting there.I have come to the conclusion that they have staffing issues but this lack of communication, lack of customer ********************** and excessive holding of my device is unacceptable. I do not know when I will receive my device back and it seems that they are not updating the status. It seems to be being held hostage. I just want them to do what they promised.
Business response
08/08/2024
We apologize for the delay. We spoke to the store and they stated they spoke to the customer today. The parts arrived and the cleaner is being repaired. As long as it is repaired successfully we anticipate pick up for Saturday but the store will be in contact with the customer once *********************** are complete.
Initial Complaint
07/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I scheduled a service with ********************* to complete a light bulb and gasket replacement for our spa. I noted in the comments on the appointment booking site that I did not have the replacement on the premise. A technician came out and charged me $196.10 to tell me that my spa light was out and needed to be replaced, which was the reason for the service call. When I inquired if he would be changing the light he said no that that would be an additional $355 and that I would need to purchase the light bulb separately and have it mailed to the house. At no point prior to the technician coming out was I notified that I need to provide my own materials to have the spa light replaced. The company changed me $196.10 to tell me that the light was out which I knew and was the reason the appointment was scheduled for the technician to replace the spa light.
Business response
07/30/2024
Hello,
This customer used the online form to request a service appointment. The form explains, if you do not have the product required for replacement that the appointment is for "the technician to come out and make recommendations for what to purchase." Diagnostic service appointments are needed by some of the customers and this is what the customer chose. As a onetime courtesy we can add $75 to the customer pool perks account to assist in rectifying the frustrations. Please let us know if the customer accepts our one time offer.
Customer response
07/30/2024
The appointment was scheduled to have a pool light replaced. While the online form stated that a recommendation would be provided, nowhere on the form did it state that a $140 service call charge would be the cost to have a technician come to the house and merely placed a phone call to the Hayward representative. No recommendations were made by the technician in this scenario. The customer had informed the technician upon arrival that the existing light was not functioning and required replacement and also provided the model number of the replacement light as part of the customers own due diligence prior to the appointment. There was no service provided. Customer is agreeable to pay for the $45 trip charge but it is completely unacceptable to charge customers for *********************** not provided( in this case Leslies assertion that there was an assessment and recommendation provided by the technician which did not occur)
Business response
08/01/2024
The service appointment was approved by the customer and as stated previously we can definitely apply $75 to the customers Pool Perks account as a courtesy.
Customer response
08/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***********************************
Initial Complaint
07/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a pool robot cleaner for $219.99 well it didnt work in my pool so I brought it back and they said my pump wasnt big enough but they wouldnt give me a refund I only had it 15 days
Business response
07/29/2024
Our store leadership team offered this customer store credit as an exception to the return policy. The customer did not have the box and has been using it for 20 days. We wanted to make an exception for this customer hence offering store credit. The customer declined our offer.
Initial Complaint
07/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a top of the line Polaris VRX iQ+ pool cleaner from Leslie's in 2020 which carried a 2 year extended warranty. AT the time the Leslie's representative told me Leslie's customers automatically get a one year extension of the warranty. Leslie's has honored their warranty and I am satisfied with their service. However, after the 3 years passed, the unit stopped working and I have filed a claim with ***************** To be clear, and I am not seeking any more service from Leslie's but... I desperately need a copy of the 2020 extended warranty or some documentation of it for my claim with *****************
Business response
08/02/2024
The Polaris VRX has a 2 year manufacturer warranty. The extended warranty items are Jacuzzi products only so this item would not have qualified. Even if it had a 3 year warranty it was purchased in 2020 and would of expired on 2023.
Customer response
08/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******************************
Initial Complaint
07/27/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Be warned. They have advertised sales, that their machines dont ring up. Then when you come back for a refund of the different, they refuse to honor it. They have a price match guarantee, that they dont honor. They also do not take returns, and dont tell you, after they pressure you by telling you need this chemical... but its typically 50% cheaper at any competitor. This company has real shady business practices. They even post on their windows that they are BBB accredited and BBB says they are NOT!
Business response
07/29/2024
Hello,
We are BBB accredited.
Also, here is a link to our price match policy: ************************************************************
If you would like us to look into a specific request please provide more detail so we can do so.
Thank you.
Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 26, 2024, I dropped off my Polaris VRX IQ plus pool robot for repair. My unit is under warranty and I was told it would be ready in one week. To this day, July 8, 2024, I have not received my unit back. I had the need to contract a business to clean my pool. I am very concerned that my unit may not be retuned to me in the next days and will have to contract the pool cleaning company again. Today, I contacted the manager from the local Leslies Swimming Pool Supplies store located in *********, *****, who told me that she was being treated at the hospital due to an accident that occurred at the store. She said that the store was closed until a cleaning crew can deal with a chlorine spill and make the store safe again. Unfortunately, the store manager does not know when that is going to happen. In the mean time I am having to call a pool cleaning company and continuously spending money when I feel because my robot status continues to an ongoing problem with the store. To this date, I dont if or when my unit is going to be retuned.
Business response
07/15/2024
The cleaner is ready for pickup at the ********* location where the customer dropped off his unit originally.
Customer response
07/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*******************************
Initial Complaint
06/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Pool pump was not circulating water. Called Leslie's Pool Service. Tech came out, immediately said I needed new motor and pump. I went and bought new motor and pump. 3 days later, Leslie's Service came to install, After installation, I was told to wait until glue dried on new pipes and then turn on pool pump and motor. I turned on system this morning. Pump and motor came on circulation started for about 2 minutes and quit. read instructions to see if doing anything wrong. Primed pump again, started circulation for about 2 minutes and quit. Backwashed, started pump again 2 minutes of circulation and quit. Called service, Could be here on July 4 and would be a charge for Service call. Pool water is now green due to being off for 6 days.Pool is used for exercise due to diabetes.
Business response
07/02/2024
Per our Service Manager this issue has been resolved. Please confirm.
Customer response
07/03/2024
Company put in wrong motor and pump. Has not corrected. Supposed to be here today. Do not seem to be in any hurry. Customer ********************** number takes you to a foreign locations. Personnel speak english but are hard to understand. Originally provided a service date of July 4. Would not listen to me or understand that was a holiday and would not be working. Got extremely frustrated with her answers and accent.
Wants to charge me for the cost difference between the wrong pump and the correct pump.
My pool has turned green due to algae increase since pool has not been working. I am sure it will cost me several hundred dollars in chemicals to get the water clear and sanitary.
Business response
07/05/2024
The call center did not make a mistake - our service team does work on July 4th. I reviewed this service call and it appears all is good now. Please ask the customer to confirm.
Customer response
07/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***************************
Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Store not open on 6/17/24 @ 9:45 am Store not open on 6/26/24 @ 9:15 am Stated business hours M - F are 9am - 6pm Why is store closed during clearly stated hours of operation? This is an on going issue with this store.
Business response
07/10/2024
Hello,
We are very sorry for this inconvenience and would like to look into this further. What is the address of the store?
Initial Complaint
06/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 20 2024 I placed an online order with Leslies Pool. I received the merchandise but no longer needed it. On June 26 I attempted to return the items to the Leslies pool store in *****, **. The salesperson ************** told me the merchandise could not be returned in store. I have never heard of a business that would not facilitate in store returns of online purchases. I would like Leslies to have the items picked up at my house, shipped back to them at their expense, and my money refunded.
Business response
06/28/2024
Hello, We are very sorry to hear this. The District Manager of this store has called you to discuss this experience. He left you a voicemail with his return contact information.
Customer response
07/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***********************
Initial Complaint
06/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The ********************* Store - ************* ********************************************************************************************************* (BBB is posted in the window) I could not locate them on your website. - *********************** - Technician referred to us by this above location showed up to our home very late, he finally showed up and said that he would contact the store in ********* because he was unable to fix the light for us. That was fine, but he never told the store manager and left us in limbo.
Business response
06/18/2024
We apologize for the lack of communication. We spoke to the Service Manager and he stated this issue was resolved with the customer directly. Please let us know if this case can be closed.

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