ComplaintsforUpland Pool Supply, LLC

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ON JUNE 15 2022 THE TECHNICIAN ********* WAS ASSIGNED TO REPLACE A POOL HEATER THAT BROKE DOWN. PREVIOUSLY, I HAD A JANDY MODEL 200. SINCE THIS POOL HEATER COULD NOT BE REPLACED ANYMORE UPLAND RECOMMENDED A NEW ONE. THE NEW MODEL ********* INSTALLED WAS A MASTER TEMP 400. WHEN I TRIED TO USE THIS NEW HEATER , IT NEVER WORKED. THE *** WAS LEAKING/ ESCAPING. I CALLED THEM SEVERAL TIMES TO FIX AND THEY NEVER DID. THE KEPT SAYING THAT THE HEATER WAS INSTALLED PROPERLY. I WAS ABLE TO GE A SECOND OPINION FROM ANOTHER POOL SERVICE TECHNICIAN (***************************) HIS DIAGNOSIS AFTER HE TOOK A CAREFUL LOOK TO THE NEW **** AND MY CURRENT PLUMBING, HE CONCLUDED THAT THE NEW HEATER **** CAPACITY WAS TOO BIG FOR MY CURRENT PLUMBING. HE RECOMMENDED TO GO BACK TO THE 200 CAPACITY HEATER OR TO CHANGE MY WHOLE POOL PLUMBING SYSTEM. I HAVE CALLED UPLAND SEVERAL TIMES SINCE 2022 AND SO FAR THEY HAVE NOT ADMITTED THEY INSTALLED THE WRONG ****. THE TECHNICIAN THAT DID THE INSTALLATION SHOULD HAD CONSIDERED MY CURRENT PLUMBING AND INSTALL THE CAPACITY THAT MY PIPES CAN TAKE. MY PIPE SYSTEM WAS NOT THE INITIAL ISSUE. THEY CREATED A SECOND ISSUE BY INSTALLING THE MUCH BIGGER ****. I ALREADY HAD CONSULTATION WITH THE *** COMPANY AND THEY ALSO AGREE THAT THE **** INSTALLED THAT NOT MATCH MY PLUMBING SYSTEM. UPLAND STILL REFUSED TO DOWNGRADE OR RESOLVED THE ISSUE. I PREVIOUSLY FILLED A COMPLAIN WITH BBB, BUT IT WAS AGAINT AMERICAN HOME SHEILD THE **** # ********. *************************** TRIED TO HELP. O GOT THE MESSAGE THAT THE HEATER WAS GOING TO BE REPLACED AND IT NEVER HAPPENED. I COULD NOT FOLLOW UP ON THIS **** DUE TO HEALTH ISSUES. *** HAS TRIED TO RESOLVED THE PROBLEM, BUT UPLAND COMPANY ALREADY GOT PAID FOR THE WRONG JOB, THEREFORE THEY ARE RESPONSIBLE TO FIX THE PROBLEM AND THEY HAVE BEEN REFUSING TO DO SO. THEY WANT ME TO CHANGE MY WHOLE PIPE SYSTEM FOR THEIR POOR JOB PERFORMANCE. I DID NOT ASKED FOR A BIGGER POOL HEATER CAPACITY TO BE INSTALLED. I JUST WANTED MY OLD HEATER TO BE REPLACED AND GET A SIMILAR TO WHAT HAS BEEN USED IN THE PAST AND WAS NOT AN ISSUE WITH MY PLUMBING SYSTEM. PLEASE HELP. UPLAND POOL SUPPLY LLC ************

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  American Home Shield (***) notified Upland Pool Supply LLC, on April 9, 2024 that my in-ground pool pump motor was inoperative and that I had reported it as an electrical issue because the pool timer was also inoperative and they're both on the same electrical circuit. I called Upland on April 9th after getting notified by *** that they had been assigned the work ticket - but they had already closed for the day. I called back the following morning before 9 AM (4/10/24) and was told the earliest they could dispatch a technician would be Wednesday, April 17th (a full week later). When I explained what the issue was - the receptionist said - "Then this is a pool motor issue but you checked the pool electrical box on the *** input e-form)." I explained that both the pool motor and timer are on the same electrical circuit and that since both stopped working I presumed it was electrical and not a pump issue. ******* then indicated she could send a tech on Tuesday, April 16th. As scheduled, the technician showed up on the afternoon of April 16th, and diagnosed the problem as a defective circuit breaker issue within ***** minutes. He said he would inform *** of his discovery and see if they needed to have an electrician do the work or that maybe they could do the work. Three full days later I still haven't heard back from Upland. When I called *** today (about 4:30 PM, Friday, April 19th), they essentially pleaded insanity (they didn't know anything and said they hadn't heard anything from Upland. I was placed on hold and was then told by the *** representative that Upland had already closed - and that they left a message for Upland to contact them (***) with an update. So, after reporting the defect on 4/9 to ***, calling Upland on 4/10 to get a 4/17 appointment; and nothing has been done (according to ***) in the last 3-days and that means Monday 4/22 is the earliest I'll hear about the problem reported on 4/9. IMHO, Upland dropped the ball.

  Business response

  04/20/2024

  This call was transferred to an electrician. Report was sent on the same day of service, and AHS responded within a few hours. 

  Customer response

  04/22/2024

   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.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 4th **** the vendor was contracted thru our Choice Home Warranty to repair/replace ********** pump. Technician came out and replaced the pump but according to our Pool maintenance worker from ******************** they did not replace the wiring (electrical whip) and chose to use the existing corroded wiring. I reached out several times via phone to get an explanation to no avail. I then reached out to ********************* and they sent an email expressing concern but have not yet received any response. I would like the company to call me and give an explanation if this is true and why they would do this as opposed to using new wire and of course would like it replaced immediately.

  Business response

  01/12/2024

  Hello! After reviewing the claim, we agree. The electrical whip should be replaced. We apologize and will reschedule asap. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Old Republic Home Protection sent out Upland Pool Supply due to an issue on my pool/spa heater. The spa heater is operational; however, temps do not increase above 90 degrees. My pool service company has inspected heater (23 years old) and determined that the heater is not able to be repaired and to contact home warranty company. Upland Pool Supply arrived and was at the house no longer than 5 minutes. Never started up or tested equipment and knocked on door to indicate the heater was 'done', wires are 'old', and he would recommend that a new heater be installed in about a week. The conversation was on my Ring camera and saved as I consider my options moving forward. ORHP was contacted several days later and I was advised the claim was denied due to rodent droppings in the area. Again the heater works, but not as it should. Panels cannot be replaced and sensors have already been addressed. I contacted Upland Pool Supply on 4 occasions since the inspection with no reply from *******************. This case is a standard case of ORHP and Upland Pool Supply coming up with an 'out' to not cover an item under my policy. Not pleased with the integrity of both companies nor their customer service. The reviews of ******************** would not have me engage them for this work; however, it was at the discretion of the home warranty company on who they engaged.

  Business response

  12/26/2023

  We understand how frustrating it is to not have an item cover to your home warranty. However, our records nor ** being there for five minutes as you stated is the cause of his frustration. Evidence of rodent damage coverage for such damage is the issue. We apologize for this.
  
  
  We understand how frustrating it is to not have an item cover to your home warranty. However, our records nor us being there for five minutes as you stated is the cause of his frustration. Evidence of rodent damage coverage for such damage is the issue. We apologize for this.
  Kindest regards.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A service tech was dispatched to diagnose pool pump not working. This tech did not even know how to turn on the system. After 3 min. of looking at it on, he agrees it’s something mechanical, and it does not pump water. On report to home warranty report, it states “loud” pump. Obviously not covered. A complete fabricated lie.

  Business response

  07/01/2023

  We submitted to the warranty about the  post pump (it was noisy, and we just have to note that. It doesn’t change the coverage.). The pump was ramping up to high speed, then back to low. The automated system needs to be be calibrated/adjusted. That was why the warranty wouldn’t cover it apparently. If there, is more to it, we’d be glad to look at it. Home warranty would send a recall in that case. Also, you can always ask for a second opinion. 
  

  There was no workmanship issues. It’s the process through the home warranty that can be frustrating. We get it. If we or AHS can be of any further assistance, a call to the warranty will be the start.

  Thank you and kindest regards!

  Customer response

  07/03/2023

   I am rejecting this response because:
  
  A second opinion/contractor was sent to look at pool pump issue. They could tell 100% without a doubt that the pool pump bearings have failed, and is a total mechanical breakdown. They have removed pump and are in the process of rebuilding or replacing. 
  You sent a technician out that didn’t even know how to turn the system on.  He knew nothing of the controller. The controller has nothing to do with the problem. It has worked everyday for the last seven years without trouble, yet you believe it needs calibration. Ridiculous. You essential made up whatever excuse to provide to the warranty company. A flat out lie. If you don’t know how to do the work then be honest. Meanwhile, I’m out $125 for THE WHOLE 5 minutes the tech spent on the job. I’ll stick with a company that wants to work and knows what it is doing. 

  Business response

  07/07/2023

  I’m glad you’re getting it fixed. If it was covered, the warranty would handle it. A second opinion will take care of that. If that worked out for you, I’m very glad. Thank you for your time. 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Upland pool supply was called to repair pool heater. Heater displayed code signaling heat element. Heater would turn on and heat for 5 to 10 min and cyle off. Tech came out and said it was a different part so he ordered it. Week later they came back out to replace it. When they replaced it they said was the mother board needed to be replaced. When I came home after work I noticed the pool was filtering. The tech turn power off at the breaker. I called upland pool and told them the problem and asked to remind n tech we have freezing temperatures here and we need to make sure the power is on also said when i powered up the system there was no power to the heater. The lady said she would make a note A tech came out again for mother board and said they sent the wrong part they will need to reorder. 2 weeks past and the tech came out and said he doesn't know what the other tech did with the wiring but he will need to come out. This conversation was recorded on our home security system. When the tech left he left the electric cabinets open and parts on ground. I called upland back they would follow up with tech. Tech came back a week later and said a safety switch was bypassed and wouldn't be covered. 3 months has past without a complete repair. Tried calling daily with no call back. System was damaged by 1 of their techs and would like it repaired to operation standards. Attached picture of power to heater day of start of work other 3 pictures are the condition the tech from upland pool left our equipment. We have numerous text during the 3 month journey with unsuccessful resolution Thank you

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upland Pool Supply Technician broke my Pool Pump Filter and refused to fix it and sent wrong information to the Home Warranty. on 11/7/22 Upland Pool Supply technician came to my house to fix Pool Pump Water Leak. The technician was having issues with the repair and disconnected the whole pipes which caused water flood with high pressure around the pool equipment. Right After the technician left (fixed the leak) the pool pump stopped working. I called the home warranty to send the technician, Upland Pool Supply came back on 11/17/22 and confirmed that the pool pump is damaged and needs to be replaced. After the technician left, the office called me and claimed that someone manually broke the pump and they are refusing to fix it through the home warranty. I tried contacting both the home warranty and Upland pool supply to understand the problem and they are refusing to fix it. The pool pump is $1,700 on average and I need it replaced since Upland Pool Supply broke it.

  Business response

  11/28/2022

  We do not make a living telling the warranty company that something is not covered. But the facts are facts - this pump has been damaged by the customer or their own tech. Here is the pic taken by us and that the warranty asks for to confirm failures. THEY make the decision to deny coverage. Not us. We have to be honest.  

  Customer response

  11/30/2022

   I am rejecting this response because:
  
  I don't agree with the response from Upland Pool. The pool pump motor was working perfectly fine until the technician from Upland services came to fix a water leak. During the water leak repair they have moved and worked on the pool equipment. After their water leak repair visit the pool pump was damaged. In addition, their technician told me in person that the pump is damaged and is COVERED since it's Wear and Tear. Upland Pool Pump turned around and changed their words.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Upland Pool Supply service my pool motor in December 2021. It took several trips for the service person to get the pump running, which included replacing the motor and drive unit. When service person finished I asked him to reconnect my remote key pad that was mounted on the fence near the pool motor. He told me he had to get another cable to connect it and he would return. Well he never did, I called the office and no one answered and the message said the voice mail was full. I called my warranty company and explained and they attempted to contact Upland pool supply sending me a letter by mail stating they are reaching out to upland pool supply. Mean time I thought since I originally installed the relocation kit I could do it again, upon looking into the drive unit I was missing the pump accessory blind cover AND the drive unit the service person installed was an older model and my remote key pad COULD NOT BE CONNECTED TO THIS NEW MOTOR AND DRIVE. It was totally not compatible. Another call to my warranty company and they tried to reach Upland pool supply again. All total I am out of the correct motor and drive unit for my pump.

  Business response

  06/23/2022

  Thank you for reaching out. I understand the frustration. 

  
  

  The home warranty only covers to match HP in motors and speeds. They will not match remote or energy management capabilities. 

  However - even if they did cover that - Pentair has not had new drives for their pumps available for months, and through COVID they struggled. I honestly believe it’s a quality issue, because their new drives have failed prematurely (such as the pump that this customer has). 

  
  

  We’ve complied with the warranty claim as instructed by our customer AHS. 

  
  

  We apologize for this situation, but not only did we follow policy, we are completely out of options because of Pentair set backs. 

  Customer response

  06/24/2022

   I am rejecting this response because:
  
  
  

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2 separate occasions Upland Pool has been out to diagnose an issue with the pool pump and the spa heater. For the pool pump the tech (Christian) came out but did no diagnostic tests and told the warranty company that it needed to be replaced but did not submit the paperwork causing me to purchase the pump and have it installed on my own. For the spa heater the tech (Christian) came out and did no diagnostic tests but said that the circuit board has to be replaced but told the warranty company that its the filter for the pool. Again he wont submit the paperwork and we cant move forward because AHS said that they need the tech's report. Over the course of these 2 projects 23 texts and 14 calls have been placed to try to communicate with Upland and **** (the owner) will not return any messages. The warranty company has also tried to email and call Upland Pool with no response.

  Business response

  09/23/2021

  Claim for heater started on Sept 14th and heater was repaired by the 20th. 

  That’s outstanding service. 

  Parts had to be ordered and parts are scarce. We worked hard to chase them down. 

   

  Pump parts are also hard to come by. July 30th was our first trip for pump. By Aug 9th when he agreed to the upgrade charges he immediately had work done elsewhere. 

  He received a “cash out” for the parts that the warranty covered. 

   

  In times where companies are under staffed and parts are difficult to get, it’s easy to complain. I’m fine with it. I’ll keep working hard for the customers that aren’t heartless. 

   

  Thank you. 

   

   

   

  **** *****

  Customer response

  09/28/2021

   I am rejecting this response because:
  
  It’s simply inaccurate and the business is not telling the whole story but resorting to derogatory names which speaks to their character. 

*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. ↩