ComplaintsforInyo Pool Products Inc.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 06/16 I ordered a replacement part for the Hayward ball valve # SP0723 on the **** website. The order was delivered on 06/19. I noticed immediately that the part I received does not match neither the original ******* part nor the part that is pictured on their website: The part I received has an additional rim and o-ring which neither the original ******* part nor the part shown on the website has.At first I felt that this additional rim and o-ring constitutes an improvement of the original Hayward part and was very happy that I ordered from ****. Unfortunately, this changed when I tried to install the part on 06/22. The additional rim and o-ring doesn't allow the valve to be screwed in deep enough to seal because the rim interferes with the outside of the filter housing. Since the filter housing has the shape of a cylinder, only a very small portion of the non-standard rim and o-ring makes contact with the filter. I'm attaching a picture that shows this. So, not only does this rim and o-ring not serve its purpose but it prevents the usage of this valve since it doesn't allow the valve to be screwed in deep enough to create a watertight seal. I tried to get in touch with **** but was only able to leave them a message via their website customer support section. I informed them that I'd need to source the part locally since my pool equipment had been out of service for weeks and my pool guy was booked for the foreseeable time. I'm attaching a copy of the sales receipt showing that I bought the part in question (SP0723) from a local pool store on 06/22.On 06/28 I contacted **** customer service (******************), who soon ceased communication.Bottom line: I received a part that is differently constructed than the part it claims to replace and doesn't function. Therefore, I'd like to be refunded. I'm happy to send the part received back in it's original bag in case **** provides me with prepaid shipping.

  Business response

  07/08/2024

  Hello - We apologize for the inconvenience. We have issued a full refund. The customer can dispose of the incorrect valve. We spoke to ******* about this order. There was some confusion because ******* does not make a ball valve that looks like the one the customer received. It looks like a CMP brand valve was shipped by mistake. We've corrected the description on our site and corrected the bin location at the warehouse.

  Customer response

  07/10/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a product shortly after 1pm on a Thursday. Selected expedited overnight shipping. Received an email stating that product would not ship until Friday and received Monday. Called customer service and canceled order. Later that night received email stating product would arrive on Friday. Contacted company. They sent RMA instructions but want me to pay shipping cost. Beware.

  Business response

  06/02/2024

  Hello ***** - We apologize for any inconvenience you've experienced. We emailed a prepaid return label on 5/24. That return label has not been used and the warehouse has not received the valve. We will issue a full refund once you return the product. The full refund is $211.19.
  
  The order was placed at 1:27pm. We were notified around 3pm that you wanted to cancel. The rep should have advised you that we would attempt to cancel the order, but there was a good chance it had already been pulled and packed. This is a teachable moment for our customer service reps.

  We have attached the label that was emailed 5/24.

  Customer response

  06/02/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a pool pump replacement kit from Inyo. The parts envelope shipped and arrived at my door on time. When I opened the package, it was empty. I contacted **** support via chat and email and told the agent what had occurred. I was instructed to send a picture of the envelope, and they would contact the warehouse for resolution and email me. A week later, I contacted them again after not receiving any response. Again, via chat and email, I worked with the agent and sent the pictures with a promise of resolution and email verification. I have not heard anything from them since after two more emails. I last notified them that I had purchased the part elsewhere and would like a refund. I notified them that if I did not receive a response, I would file a complaint.

  Business response

  05/13/2024

  Good Morning, 
  I apologize for the inconvenience caused by the missing items in your package and the delay in resolving this matter. I have issued a full refund for your purchase, including the shipping costs. We will take this incident as an opportunity to enhance our training on how to manage such situations more effectively in the future. 

  Customer response

  05/13/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year in June, I purchased an above ground pool linen for my 18' by 54" pool. The one they send me was about 3 feet bigger. I called them and complained that even though the box said that it was the right order. The linen inside was too big.They transferred me to a "return office". I send me about 20, between pictures and videos... but they wanted me to send them, I still don't know, what kind of pictures to proved them I didn't have the right one. I ended up, buying another linen from my local pool store and storage the linen from ********* until they worked something out with me. But they never did. I don't know what to do but at least if they don't at least try to give me a credit... I would like complain to be on record against this company.

  Business response

  05/13/2024

  We apologize for the inconvenience caused by the resolution process. The manufacturer necessitates very specific photos for warranty evaluation, and we understand that taking multiple photos can extend the process. Our intention is to expedite the review by using photos rather than requiring you to send in the liner. To resolve the matter, we have issued a check for the total amount of your order. We will use this experience as a training opportunity to ensure our representatives provide clearer and more detailed instructions on the required photos in the future. Thank you for bringing this issue to our attention and please feel free to reach out with any questions or concerns. 

  Customer response

  05/15/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pool liner from in your pool they sent me one that was too big after they sent me a return label I sent it back then they sent me one that was too small. Did not realize till I drained my swimming pool and tried to install the new liner. I've tried to contact in your pool . I have talked to ************ someone that works for their customer service he hung up on me I've sent emails they do not reply. They tell it's a warranty issue but it does not have to do anything with warranty they sent the wrong size. I had to purchase another liner to be installed because the rain we were getting was washing the sand away from the bottom of the pool. In your pool will not reply to emails. This has been going on since March the 7th ***************************** more money.

  Business response

  04/24/2024

  I am reaching out to personally apologize for the inconvenience you have experienced with your recent order of a liner from us. It has come to my attention that you received the incorrect size not once, but twice. I understand how frustrating this must be for you, and I deeply regret that it took this long for a manager, myself included, to address the issue effectively.
  Please accept our sincerest apologies for these mistakes and the delay in resolving them. We strive to ensure our customers receive the right products in a timely manner, and in this instance, we fell short of our standards.
  To rectify this situation, we will be issuing a full refund for your purchase as an immediate action. Additionally, we are sending you a prepaid return label for the liner that was too small. You should receive this label via email shortly, and there will be no cost to you for the return shipping.
  We value your business and are committed to making this right. If there are any other ways we can assist you further or if you have additional concerns, please do not hesitate to contact me directly at **************
  Thank you for your patience and understanding. We hope to have the opportunity to serve you better in the future.

  Warm regards

  *************************
  Inyo ******* **************** Manager

   

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In August of 2023 I purchased an *** pool pump from Inyo pools. In the first week of November the pump stopped working. I notified Inyo and was asked to provide photos of the pump for warranty purposes. Photos submitted and they stated the manufacture denied the warranty because there was corrosion in the shaft area, indicating water leaked. I looked at the shaft area and noted zero rust, but a white, dried, powdery substance, which I easily wiped out with a paper towel. Submitted a new photo, and was told that it was the manufacturer refusing to replace the two month old pump. Inyo, as the seller, should stand behind the products they sell. Side note, after our pool repair person installed the new pump, we noticed water leaking from it. Pump shut off, and a new seal and mounting assembly installed, with zero water leaking over the last two months. Inyo still refusing to back their product. Submitted are a photos before and after wiping with a paper towel

  Business response

  11/09/2023

  Good morning,

  I am Shay B******* the Customer Service Manager here at Inyo. I am sorry to hear that the motor we provided has failed prematurely. We are in complete agreement and we will stand behind our product, and you as our customer. I've gone ahead and setup a order at no cost to you to send a replacement 1.65HP EVO motor with the matching impeller. I will also use this as a learning opportunity to fine tune our warranty and customer service procedures. I appreciate your patience and understanding as we strive to develop the best customer experience possible. 

  Customer response

  11/09/2023

  
  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.  
  This complaint has been resolved to my satisfaction by Inyo pools.

   

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  InyoPool supply sold me a pool motor upgrade kit. One of the parts was defective and causing misalignment issues. The motor switch would not work properly and the motor kept overheating in less than 2 hours of operation. I requested a refund within the 30 days stated on on their website on October 3rd. My purchase date was September 6th. The only response I have seen so far was an email sent to me October 18th about the warranty information on the motor.

  Business response

  11/07/2023

  Good afternoon

  I'm sorry to hear that the parts we provided were defective. We absolutely want to make this right for you and apologize in the delay providing a solution. I went ahead and had our team issue a refund which should reflect in your account in the next 1-3 business days. It's always our goal to provide prompt, quality service. We appreciate your business and hope that you give us an opportunity to serve you again in the future. Thank you for your patience and understanding. 

  Customer response

  11/08/2023

  
  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.  

  Hello 

  In regards to complaint ID *********

  Inyo Pool Products Inc issued a full refund for the parts they sold me and paid for the return shipping. I saw the refund on my credit statement over the weekend. 

  This issue has now been resolved. 

  Thank you very much for your support. 

  Kind Regards

  
  

  ***** ******** **** * ***** ******* ******** *** *****

  
  

  Sent from my iPhone

  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Item# ***** In-Ground Blue Solar Blanket 14X28 rec-damage after 2 seasons: On 6/21/2021, I purchased the pool solar blanket described above. We used it for 3.5 months in season 2021 and 3.5 months season 2022. We have stored it in a garaged storage box, after cleaning and drying for storage season. We noticed in season #2 (2022) some blue/gray bubbles floating in our pool filter & balding spots on the cover. We started noticing holes in the solar cover (3 photos were provided to INYO CS and are attached with this complaint). We continued to use it last season despite the holes but the plastic shedding got so bad, we have been unable to use it this season, 2023. The cover should have a 3-5 year warrantee. I filed my complaint on the INYO website on 6/19/2023. I also called a few days after and was told they filed complaint with manufacture and were awaiting their response for warrantee info. I called again a few days later and was told the same thing by another apathetic CS agent. I then sent another email on their CS website 6/30/23, asking for feedback on the warrantee and recourse. I expressed that I was needing to purchase another cover, ASAP and I asked to be contacted by INYO management. To date, their is no email reply and I've received no phone call. The cover should be warranteed but even if it is not, considering it only lasted 1 season, I would like INYO to do the right thing and provide a full refund ($136.99) or agree to replace the cover with a better quality product.

  Business response

  08/15/2023

  Hello - We apologize for any inconvenience. The solar blanket is warrantied by the manufacturer, Midwest Canvas. There are instructions that come with the solar blanket to register for the warranty through Midwest Canvas. The customer will need to submit a warranty claim through the manufacturer's website ********************************* Midwest Canvas will need a copy of the invoice. We've emailed this to the customer. If Midwest is unresponsive, we'd be glad to assist the customer by contacting them on the customer's behalf.

  This information was provided to the customer by our customer service manager back in July. Again, we apologize for the inconvenience. This is a standard practice with manufacturer warranties.

  Customer response

  08/17/2023

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 5-17-23, I purchased a 18 foot 52 inch unibead pool liner for $269. The pool liner I received was a cheap overlap liner. Did not realize I had the wrong liner until I went to install it on Sunday, 5/28. I sent an email to the company with photos of the wrong liner and a screen shot of the liner I purchased knowing that it was a holiday weekend and would probably not hear from them until Tuesday, 5/30. Nothing....so I reached out to them spoke with Jacob G who said he needed to check with his warehouse and would get back to me later that day or the following day Wednesday. After waiting until end of day Wed, and no response, I reached out again and spoke to the same Jacob G who stated he was still waiting to hear from the warehouse and no empathy to our situation. Why is this so difficult? They sent me the wrong liner, send me the correct one and shipping label to return the wrong one, easy enough solution! At this point, I asked Jacob G to initiate an RMA so that I could return the liner who stated AGAIN that he needed to check with the warehouse. IHe's had FOUR days to get response from his warehouse! I also submitted the RMA request online. NO RESPONSE!!! I want to return the liner for a FULL REFUND as this was not our error. UNFORTUNATELY after researching the company AFTER I made the purchase in good faith, I discovered the company had 39 complaints in the last 3 years and several bad reviews on the BBB and ********* Had I known this prior we would have NEVER used this company. Any assistance in resolving this issue would be much appreciated. Thank you!

  Business response

  06/06/2023

  Hello ***** - We apologize for the inconvenience. We have issued a full credit for the incorrect liner. This was an issue where the manufacturer put the liner in the incorrect box. We attempted to work with the manufacturer on a replacement. We understand that his process was taking longer than expected. 

  Customer response

  06/09/2023

  
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ticket ******* RMA: ******** your company is really the worst to deal with.. you sent me the wrong item 4/10/23... it took 2 weeks to issue an rma when they clearly shipped the wrong item,, it was returned to your warehouse on 5/9/23 ..I was told funds would be returned within a few days. followed up on 5/19/23 via email and was told refund was issued and i should have the money back on my card in 1-2 business days. a whole week later its still not returned 5/26/23. So i call back to find out why the funds havent hit my account yet and im told that it was waiting for approval and that it would be returned again today. .. i dont understand why you treat clients like this... i dont understand why youre in business when you have had my money for over a month and half you keep playing games... i dont know why you lie and claim funds were returned when a week later it wasnt and you say youre returning it now... you guys are really horrible

  Business response

  05/30/2023

  Hello ***** - We issued the credit for this order on 5/26. The items arrived at the warehouse on 5/9. During our peak season it usually takes the warehouse a week to inspect the return. When we checked on the status 5/19, it was confirmed that the credit could be issued.We attempted to issue the credit on 5/19 but it failed. Unfortunately, we did not receive the alert that it did not go through. This was brought to our attention on 5/26. On 5/26, we ran the credit and confirmed that it did go through. We apologize for the inconvenience.

*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. ↩