Complaints

This profile includes complaints for Upland Pool Supply, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Upland Pool Supply, LLC

  132 N Euclid Ave Ste. B Upland, CA 91786

• 

  Upland Pool Supply, LLC

  3361 Clover Pl Ontario, CA 91761-5056

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:04/24/2025

  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.

  Home Warranty of America scheduled Upland Pools to diagnose my above ground lap pool. The technician came and looked at the pool for about five minutes. I asked him what the problem was. He stated that the control panel was not working. Several days later, I was informed by Home Warranty of America that the "Portable spa" was not covered. The receipt that I acquired from Upland Pools stated the portable spa had an electrical problem. Obviously, Upland Pools is working with the warranty company to be able to deny claims. I went on line and found several other reviews where people stated that Upland Pools was writing repairs that caused warranty companies to deny claims. Not only would I like my money back, but it is concerning that the pool company is allowed to victimize unsuspecting home owners.

  Business Response

  Date: 04/25/2025

  Greetings! 
  

  yes, the claim was denied. However, this is not of our doing. The policy didnt cover the issue at hand and participle to access the spa equipment. That would involve removing the wood panels etc. 

   

  I would talk to them about that coverage and see if coverage would come into effect if you remove the panels your self or have a handy man do it, I would think to service the spa pack would be covered. 
  

  At any rate, our sincerest apologies. We would not be in business since 1998 if we didnt service customers. 
  

  kindest regards. Hope this information is of some help. 

• Initial Complaint

  Date:02/28/2025

  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.

  This company was sent from my home warranty company to evaluate my pool heater. The technician stated it needed to be replaced and he was going to submit the claim to the home warranty for a new pool heater. I have the technical recorded saying it needs to be replaced. The technician wrote in the report that the heater is working fine and does not need to be replaced. The business will not respond to my calls or retract their statement. Also, I am out $75 for that pointless service call. They have horrible reviews on BBB and now I can see why!!

  Business Response

  Date: 03/01/2025

  Unfortunately, since the heater is working the warranty will not replace it. If the heater is old and in poor shape, the first question the warranty will ask is if there is a system breakdown or simply is it working?.  The policy does not cover replacing equipment if it still functions. We cant control that and we cant say anything beyond the truth. Kindest regards. 

  Customer Answer

  Date: 03/02/2025

  ********** said its not working properly. They dont make parts for this unit anymore. It needs to be replaced. 

  Business Response

  Date: 03/02/2025

  If it does not works, the warranty will address that. Let them know, please. I cant do that for you. 

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 notified home shield my pool timer fwas not working,,,Upland pool lookied at it and I was told I needed a new timer and they would notifiy the home warranty company,,, that was over two weeks ago. I have not heard back from upland pool company,,, I called numerous times and never get an answer,, lefft voice messages and send an text message with no answer,, I bellieve they are avioding my calls,,, would like to hear from then to solve the issue with my pool timer

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am writing to formally lodge a complaint against Upland Pool Supply LLC ***** for negligence, poor service, and damage caused to my pool equipment during their service, which was initiated through Choice Home Warranty (CHW). 1. On 11/5/24 I called Choice Home Warranty to report issues with my pool: - Salt cell not working, pool light not working and pool pump leak. They hired Upland Pool Supply to come for repairs. Claim number *********. Upland Pool technician (******) came to check on my pool on 11/7/24 and left with a message that follow up is needed. The next day I noticed that the pool pump is not working and Jacuzzi water was all drained; upon checking I learned that the technician had left the Jacuzzi valve open, which led to draining of the Jacuzzi into the pool, and pump has stopped working since then. I notified them. They came back to check and repair. ******, replaced salt cell; however, overtightened the plumbing which caused a new leak and further damage. He was not able to fix the pump either. Since the pump is not working pool can not be vacuumed and water have been left uncleaned since 11/7/2024. I have made several attempts, calls, messages to both CHW and Upland Pool supply, but sadly no one has taken responsibility of technicians' negligence and issue has remained unresolved. 2. Damage and Negligence: The technician left the jacuzzi valve open, causing it to drain into the pool. This resulted in the pool pump failing to prime and subsequently being damaged. The salt cell replacement was poorly executed, leading to a new leak. These issues have rendered my pool unusable and not being able to be cleaned for nearly four weeks. 3. Lack of Communication and Accountability: Upland Pool Supply has failed to respond to my repeated calls and messages, despite assurances of follow-up. Choice Home Warranty has not provided satisfactory resolution or taken accountability for the contractor they hired.

• Initial Complaint

  Date:08/31/2024

  Type:Service or Repair 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 submitted a claim to Choice Home Warranty on 08/09/2024 at 07:29 PM. The Claim issue had the following notes: Several of my DE filter Grids are broken. The assessment the technician from Upland Pool Supply LLC provided was the following: FAILURE: Bottom tank internal backwash valve rod s**** is stripped. When someone took it apart to clean, the holding rod was stripped. SOLUTION: Replace the tank bottom Upland Pool Supply LLC did not address the issue of the pool filters! I do not understand if the claim was regarding DE Pool Filter Grids; the technician evaluated an internal backwash valve rod s**** I was present when the technician evaluated the pool filter. He agreed that the filter grids were broken. I do not understand why this assessment was not included in their report. I spoke with The Choice Home Warranty Manager ********************* on August 23, 2024, at 10:15 AM since they had initially denied the claim. ********************* attempted to contact Upland Pool Supply LLC but did not receive a response. Now, Upland Pool Supply LLC and ********************* have ignored emails and phone calls in trying to resolve this claim. I need help in resolving this dispute. Thank you, and I look forward to hearing from you.*************************

  Business Response

  Date: 09/06/2024

  We sent the report to continue the repairs but the home warranty would not authorize us to continue. If the customer would like the Rosies done, it would be out of pocket. We do not know why there is no more coverage from their insurance. 

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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

  Date:04/19/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/12/2024

  Type:Service or Repair 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.

  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

  Date: 01/12/2024

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

• Initial Complaint

  Date:12/22/2023

  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.

  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

  Date: 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

  Date:06/26/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.