ComplaintsforActive Pool Supply
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Complaint Details
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Initial Complaint
01/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a Cell salt for my pool on 1-02-2024 ( That was cell #6 since I own that pool ) I installed the cell like all the other ones and it start acting bad, the salt reading was not right, but I decided to wait at least 24 hours before doing anything because sometimes it will take a little while to run right.The next day the salt level went up by itself 300 points and kept going up and up without me adding salt to the pool, this is not normal At that point I contacted them by phone and the conversation turn the wrong way, they almost told me that I damage the cell myself ( these cell have 1 wire that connect to the controller ) and they said that I had to call the manufacturer ( which is Calimar Pool Supply ) for that problem, which I did and after many emails and a trip to a pool company to have them test my water they finally agree to replace the cell.At that point everything was pretty good, but the next day I receive another invoice for the same amount for the cell that they will send to replace the damage one and that really upset me, plus I had no tracking number for it, I contacted ******* about the invoice and they said that I will not be charge but I have an invoice on hand about it At that point I told them that I want to return the damage cell and get a refung and everything went bad I have tried to contact them twice for them to send me a return label and to get my money back but they do not answer the emails, they are just Hiding This complain is for Active pool supply and the company thet supply them the cell Calimar Pool supplyInitial Complaint
05/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased this replacement cell because they had become very hard to come by and the old cell was due to fail. Old cell did not fail until late August, so new cell was not installed. Opened pool first of May and installed brand new cell. Cell failed to operate, unable to accurately read salt level. Got independent chemistry reading confirming cell is defective. Emailed company who's response was basically "so sorry you are out $350"; next up... Product is supposedly warranted for 3 years? Would like a refund or replacement for this factory defective productBusiness response
05/25/2023
Sorry to hear about your experience. Someone will be reaching out to you today to resolve this matter. Thank you for the opportunity.Initial Complaint
07/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Order Date: 7/24/2022 5:52:01 PM Order Number: 6046976 Product: #3068 A.O. ***** Motor Capacitor 161/192 MFD | 610807-002 $26.06 1 $26.06 I received a package on 7/27/2022 containing a JARD Pn 11914 motor starter instead of the AO ***** product. the Jard product sells for less that $9 on sites and Mars calls the JARD 11914 as "Low Cost alternative". It is not the quality of the AO ***** that was ordered. I have sent 2 emails asking for a response and attempted to use the return product portal which didn't recognize my order number. I attempted 5 calls to the listed number. Twice the phone call was picked up but then hung up immediately. The other 3 the phone range with no answer. The vendor should send a prepaid return label and supply the order part. If they don't have the AO ***** I should receive a refund. I should not have to pay any postage as postage will be as much as this capacitor is worth. Regards Ronald LeeBusiness response
08/08/2022
We have had no issues with this Motor Capacitor and stand behind it's quality. In any event, a full refund has been processed for the order. You can keep or discard product. Thank you for the opportunity.Customer response
08/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17***915, and find that this resolution is satisfactory to me. Thank you or your help in this matter.Regards***Initial Complaint
05/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order for Pool Pump on 5/14 to which they replied that it was on Back ordered and it may takes months for my pool pump to arrive. Below is the exact message from their email: "Effective June 1st we can no longer provide lead times on special orders. It could take weeks or even months for a special order to arrive and most manufacturers will not answer inquiries about when the product is likely to arrive." Since then I have called them multiple times, sent them multiple emails but absolutely no response. For the last 3 days, I have been calling them multiple times a day. What is the use of a pool pump if I cant use it during the summer. I'll buy my pool pump from somewhere else. I just want my money back.Initial Complaint
05/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Pentair brand replacement filter, as advertised on the sellers webpage. I was sent a non-Pentair filter. I called the seller and requested to return and refund the item (it was not used). The seller (*******) admitted they made a mistake on their website, and that the brand name should NOT have been Pentair, as advertised. They refused to pay for the shipping back of the merchandise. They stated they will change the mistake on their website. This is misleading advertising, that lead me to purchase an inferior item for the price of the brand product. I could have bought the same non-brand item for less on another site. I have a copy of their advertising. I do not trust the seller who states their mistake and refuses to rectify it. It is a felony offense to misrepresent items in the interstate trade. I will not send the merchanidise for a refund unless I receive a paid return label and a full refundBusiness response
05/05/2022
We are sorry you believed that you ordered OEM Pentair replacement cartridges. The fact is that Pentair does not manufacturer their own cartridges, but have them made by an outside vendor. Furthermore, we stand behind the quality of our replacement filter cartridges for Pentair Filter, made by ******, and believe they are of equal, if not better quality.That being said, we will provide a return label for your return and process full refund upon receipt.
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Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.