Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed order number ****** for a Pentair Grid Assembly on July 29, 2024 and paid $860.17 from my **** account for the order when it was placed. A copy of the **** transaction is attached. Subsequently, I was informed that there would be a delay in shipping my order because the manufacturer has not shipped and I asked to be kept in the queue.Since the manufacturer had been unable to supply the part since July, I canceled my order and requested a refund by email on December 30, 2024.Wild West Pool Supply customer service answered me and said that my refund would be processed within five to seven days and to call ************ if I did not hear back. I have now gone through several cycles of calling ************ and each time I was told that I would hear back by the end of the week or in 24 to 48 hours. I never heard back.I emailed customer service several times and each time I received an answer similar to the following that I received yesterday.******,I have again sent this information over to my manager asking him to process this refund and send confirmation if not done already. I sincerely apologize for the delay with this refund. Thank you, Customer ServiceI now think that I am just getting a run-around.Any help would be appreciated.Sincerely,****** ********

  Business Response

  Date: 03/11/2025

  Our sincere apologies, it looks like the distributor lost this order.

  I have issued a full refund. It should arrive in your bank account in 1-3 business days.

   

  Best,

  Mark

  
  

• Initial Complaint

  Date:01/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Balboa water Group BWA WiFi Module 50350-07 from Wild West Pool Supplies. On the website on the product page it states the product is in stock and would be shipped the same day. Yet, my order still lists as awaiting fulfillment. I contacted Wild West Pool Supplies on Monday 1/6/25 and spoke with a customer service **** I asked for a tracking number along with a price match from a competitor. He agreed to both and stated I would receive an email update shortly. No email was received.I contacted a second time on 1/7/25 voicing my same concerns. I was told the same thing, by the end of the day I will receive an email update. No email was received.That evening of 1/7/25 I sent an email to Wild West Supplies as that is what ****** informed me to do. I again voiced my same concerns along with asking for a refund. There was no response to my email.On 1/9/25 I sent a follow up email asking for a response from Wild West Pool Supplies. No response was received.Wild West Pool Supplies has charged my credit card via ****** for the full amount but has not provided me with the product as promised.

  Business Response

  Date: 01/21/2025

  Hi ****,

  We refunded this order on January 14th, as we could not fulfill it. You should have received an email from our support team.

  If you are not yet seeing the funds in your ****** account, please dispute the payment from ******'s side, and we can accept it from there.

   

  Thanks!

  Mark

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************ was in the middle of refunding my money from the return of a warrantied spa pump. I spent $100 shipping them the $380 pump. The warranty was approved, however they never sent me the refund and their customer service line is now shut down and they will not respond to my emails from the last few months. I would simply like my refund.

  Business Response

  Date: 12/20/2024

  Hi ***,

  
  I sincerely apologize for the delayed response here. The ********* website was actually just sold to a new owner, and we are in the process of transitioning all services (like customer service) over to the new entity, which is why there's been a lack of response here. We're getting up and running again, however, so here to help!

  
  The new owners are not able to provide any refunds back to the original payment method for old orders, as they do not have access to any stored credit card information. However, they have authorized a full credit for this order, in the form of store credit. I have added $335.83 to your account, which will come straight off the top of any new order.

  
  Please send me an email if you have any further questions, happy to help: *********************************************************.
  
  Best,
  Mark

• Initial Complaint

  Date:11/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from wild west pools supplies this summer and they could not fulfill my order. I waited thinking that they might get item back in stock and complete order When it was clear they could not,I asked for refund. Since they used my credit card to accomplish this, they didn't relise that card had become compromised and had to be cancelled. I called and told them this was the case Since they can't have cust ***** take cr. Card info. over the phone I asked for check to be sent to me. They have refused to do this for some unknown reason It is not difficult to see that the refund was never completed on my card. Please get them to issue a check to me. I will not let this go! They never sent me a thing and refuse to refund my money. Thanks *** M

  Business Response

  Date: 12/20/2024

  Hi ***,

  We have already issued a refund for this order. If this was not credited back to you appropriately, I'm afraid you need to work with your bank on that. We cannot issue a check for a refund that has already been submitted and issued via a different method (back to the original card).

  I apologize for the trouble here, but this is not something we have the ability to further assist with, and should be handled with the bank directly.

   

  Best,

  Mark

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pool pump earlier this year. The pump has failed and is leaking. The pump is under warranty. I have contacted Wild West Pool Supplies several times via phone, email including pictures and video, and chat. No response to any form of communication. Now the phone says they are temporarily unavailable. I want someone from the company to contact me to resolve this issue ****.

  Business Response

  Date: 12/20/2024

  Hi *********,

  I sincerely apologize for the delayed response here. The ********* website was actually just sold to a new owner, and we are in the process of transitioning all services (like customer service) over to the new entity, which is why there's been a lack of response here. We're getting up and running again, however, so here to help!

  The new owners are not able to provide any refunds back to the original payment method for old orders, as they do not have access to any stored credit card information. However, they have authorized a full credit for this order, in the form of store credit. I have added $182.74 to your account, which will come straight off the top of any new order.

  Please send me an email if you have any further questions, happy to help: ********************************

   

  Best,

  Mark

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 10, 2024 I ordered Part number ************. It is a Jacuzzi ****** Adapter for what was my pool's sand filter. It was order via order #****** for $55.83 with a $5 discount. The total for my order was $64.43 USD. I received this part and it had some sticky putty stuff on the top of the ****** and it appeared to have something in the inserted threaded nuts. I did not try to install this item, as it appeared to be used from this company.I contacted the company, per their return policy to obtain a RMA - Return Material Authorization. The company sent me via email the requested ***, after chatting with their Online Customer Support Chat person. I explained in detail that this part appeared to be used and that I did not try to install it. The *** instructions stated that it would be returned to inventory.I then get an email from this company stating that I needed to verify that I didn't install it - because they said it looked like someone had enstalled bolts into the bolt threads. There have been a few emails back and forth between me and this company, but they are telling me that they have scrapped this part and because I was out of the country, i will not get a refund. This is not acceptable for treatment of a customer. I did not do anything wrong, but am being treated like it is my fault. Please help me reach out to this company and demand that they provide me with a refund for my original amount plus my return shipment fees ($15). Thank you. *****

  Business Response

  Date: 09/24/2024

  Hi *****,

  Apologies for the delayed response. And apologies for the runaround you've been given here... Some of our distributors can be quite a pain to deal with.

  I've refunded your order in full. Please let me know if there is anything else I can do to assist.

   

  Best,

  Mark

• Initial Complaint

  Date:05/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some pool speakers but ended up getting spealer covers on April 12. I requested a refund and was issued an RA but had to pay for the return. The returned was received May 2de and i have had 5 emails exchange asking for my refund. The response has been identical. "We are waiting for confirmation from our wearhouse" then after sending proof of delivery " we are waiting for a refund notification from account" but went back to "we are waiting from a confirmation from the wearhouse" after my 6th email. It's clear that i am getting the run around and will never see my refund.

  Business Response

  Date: 06/06/2024

  This order has been refunded. We do apologize for the delay, we just have to wait for our distributor to process the refund before we can pass it along.

  Please let me know if I can assist in any other way... thank you!

   

  Best,
  Mark
  

  Customer Answer

  Date: 06/06/2024

  
  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

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order # is ****** I ordered 5/ ****** after tax and shipping they are $26.92 each making the total $134.62. This took place on 1/17/2024 They took the money at the point of sale and that makes it a binding contract that they can provide those items to me. They sent me an email and said that sorry they are not in stock, and the price may go up according to the manufacturer when they ship. I informed them that it is against the law to advertise one price take you money and they try to raise it when they ship it. They kept my money and said they would ship when they come in stock. I was at first emailing ***** and then ******. Today 2/28/2024 I emailed ****** because the website says in stock and he stated still not in stock do you want a refund. I said no please fulfill my order when in stock. Then I had my husband call Wild West Pools number today right after the email correspondence with ******. He asked about the product like he wanted to purchase the same items that are on my order. They said sure we have 15 in stock but you have to order online. They have had other complaints this year about bait and switch on price of products listed and ordered. And when you call they know what is in stock. They have been lying to me since January 17, 2024. This company needs to stop their dishonest business practices. They are taking peoples money at the time of order. I order from online companies all the time. I have never run into this dishonesty before. They need to be stopped with their lies, dishonest prices and in stock knowledge. They have stated several times they do keep the product I ordered have in stock. The person whom answered today stated they are ******************************************************************************************* January and they have leader products they try to switch the price on once they take you money. **** whom is the owner can stop this dishonest practice. This is the 10th complaint just this year.

  Business Response

  Date: 03/28/2024

  Hi ****,

  I do apologize for the trouble here. As we informed you, we had to place this as a backorder, as our distributor did not have any stock in hand at the time of your order. We were given the green light to do this.

  I do see that this part recently came back in stock, was shipped, and it was delivered last Monday.

  I know delays are terribly frustrating, and I sincerely apologize for the trouble is there anything else I can do for you? This is ****, the owner. I'm happy to help if I can, please just let me know.

   

  Best,

  Mark

  Customer Answer

  Date: 04/04/2024

  At the time of you message I had received nothing on my own from Wild West Pools. It looks like two days ago, they indicated that it was sent out. I am out of town for the Holiday and will have to send someone over in a few days to see if they sent the correct parts. Some of the other complaints on BBB were that when they received their parts finally and they were not the correct part. I appreciate your followup and will answer if it is resolved when I can get the package myself or by someone else and confirm the contents. Please do not close the case until I have done this. I have waited for two months for Wild West Pools action and they can wait for a few days for my confirmation of receipt of product.
  
  Warm Regards
  *****************

  Business Response

  Date: 04/17/2024

  Hi Loni,

  Totally fair on wanting to wait and double check!

  I am just checking in on you (if you're back in town now) to make sure you received the correct part... please message me here or send me a direct email to ******************************* (I am the owner) if I can do anything else for you. Thank you so much, and I apologize again for the trouble.

   

  Best,

  Mark

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Replacement Spa Control panel 53189-01 ordered 6/30/2023. Part ordered was unavailable complete but replaced with ********************** Rectangle Keypad @ $185.83 7 Button Balboa VL701S Keypad Overlay @ $18.74.Unit received and installed working properly until 11/22/23. Contacted wild west sales (*****) and received a response 11/23 that it would be passed on to the "spa experts". Received an email from the experts that day requesting additional information which was provided. I requested instruction for any troubleshooting that they may want to confirm the unit will no longer lower the temperature or change modes between std, economy and vacation. Temperature is stuck at 104 degrees. Followed up the 29th, replied that they were waiting on the distributor. followed up again the 8th of December, still waiting on a response from the distributor. Now 7 weeks later I have received no communication from a distributor or wild west and still have a hot tub stuck at ****************************************************************************************************************** ***********. Waiting on the distributor is a wild west concern. Especially on a $200 item! I need a replacement part to properly control my spa please.

  Business Response

  Date: 03/29/2024

  Hi ******************** the owner here. I'm terribly sorry for the delay and the ensuing frustration, I completely understand it.

  I called and spoke with our distributor this morning, and have told them to go ahead and send you a replacement unit *prior* to receiving the defective unit back. So we should have tracking information out to you shortly on that new unit, and please just send the old one back once you've got them swapped out!

  I'm always here to help ******************************* is my direct email, though you should be hearing from my team soon at support@.

  Have a wonderful weekend and let me know if I can do anything else for you sir. ****************************************

• Initial Complaint

  Date:12/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a product on line. It was wrong part and I received a RMA and returned it the next day. The product was never used. They said the product was dirty and missing a s**** It was shipped to me the same condition I returned it. They are looking for reason not refund money.This company is shipping used product and not taking it back and blaming to customer.

  Business Response

  Date: 12/29/2023

  We are only able to go off of the information provided to us by the distributor who shipped the original part (which was certainly new). They declined this return due to attempted installation.

  However, we understand that they do make mistakes, and we will issue a full refund for this part. Our customer service team will be in touch with the customer to facilitate this refund.

   

  Best,

  Mark

  Customer Answer

  Date: 12/29/2023

  one part was never taking out of package and one was reviewed and notice the product was not correct.

  they claim product was used which is false. It was received same condition in was sent back the next day. They have not refunded on both parts which I paid for freight both ways. 
  

  You cant post reviews on their website. If you can they make it hard so they have false websites reviews. 
  just look at other platform's reviews on this company. 
  

  ps. I have never contacted BBB or other reviews site to complain before, thats how bad I think this company lies on not taking returns. 

  Business Response

  Date: 03/22/2024

  Is the customer's order #******? I'm not pulling anything up by his email address, it appears this is the correct ID however.

  If not, please provide it and we'll look into this. If so, the customer has received a refund already for both of the parts he ordered, less the amount for shipping, which is not refunded. We are not entirely sure what the remaining complaint is here, given the refund has already happened. Please provide further details and we'll be happy to look into this further.

   

   

  Best,

  Mark