ComplaintsforInyo Pool Products Inc.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order a salt cell from them on July 1 part # PL 7106 for an squirted system. When part arrived I proceeded to instal it. It didn't work correctly with display box. I then looked at the packing box and noticed part # PL 7710. I contacted them and they said this is what I ordered. I went back to my computer and still had the page up from where I ordered it and it said PL 7106. I don't know how it got screwed but somewhere in the ordering phase it screwed up the part numbers. I know what part I needed as the PL 7106 is for an aqua rite system and that's what I needed. Through several chats with them they said they would look into it and see if they could rectify the problem. They said they would contact me back but the blew me off. I contacted them again and the said sorry nothing we can do you ordered the wrong part. The thing that is so frustrating is that I still have the web page up and I am looking at part # PL 7106. How it came to be a different part # is beyond me. I would just like to exchange it, they will not do it. Just blame the customer I guess.

  Business response

  08/19/2022

  Consumer Response /* (2000, 9, 2022/08/08) */ I added a statement to my complaint of what the company offered for a resolution, and decided to accept it to close out this matter. Sent from my iPhone

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 8th we purchased a part from what we thought was a legitimate company. It was shipped and arrived quite quickly on july 12th. the very next day ON JULY 13TH we went to install it and it was defective and did not work. We spent 2 hours with the manufacturer(******** and they told us that it must be defective and to contact the company which we did on JULY 13th. The very first contact we had was with their chat representative who told us to file a warranty claim with the manufacturer. That immediately raised red flags. DOes this pool company regularly sell defective products knowing they will fall under warranty. Completely unacceptable. Then inyo told us send pictures show us how it was installed. then they said they might charge a restocking fee. Then they said they need more pictures. then they denied the return. This is our first and last time shopping with this company. Do I feel they intentionally sell bad products and then give the customer the run around having to go to the manufacturer for more effort to get a warranty claim.? yes, they claim they have a 30day policy. The proper thing would have been to immediately get it switched out. Heck, they could have tried to drive and switch it out too. we are not that far. inyo does not go above and beyond for their clients. No one called. No one went the extra effort to fix this and we are on day 6 since we started asking for help. We thought we were buying a new working product from a reputable company and feel completely deceived.

  Business response

  09/08/2022

  Business Response /* (1000, 8, 2022/08/03) */ To whom it may concern: We apologize for the frustration with your order. Typically we refer the customer to the manufacturer because of their ability to troubleshoot and resolve most defective claims. However, as in your case, there is a chance the item is damaged/defective. Our customer service representative should have provided a better experience on chat, and followed up thereafter. We have since sent you a *** return label to get the item back and issued a refund for the order. We sincerely apologize for the lack of customer service and frustration on your order. Consumer Response /* (3000, 10, 2022/08/10) */ Hello, We just wanted to update you on Inyo pools in which we have been dealing with for almost 1 month. Just to update: As of today they said they credited our visa: Our bank has not confirmed nor has the money appeared so we will let you know. The documents attached shows they have said they issued a credit The other documents show our return in which it took them over 20 days to send us a label for the return. We started asking on July 9th. What is really strange besides the email that says they are issuing a refund, and besides the email that says warranties are in place( I just think it is weird if the item DOES Not work the second of installation they wanted us to go through warranty). The most strange as you can see from the email is they claimed they also shipped us another board THIS IS NOT TRUE! even though the email said ***** shipping confirmation; when you track it: it shows it goes the item went to connecticut. I just wanted someone else to see what I see so you can be informed. We do not want nor did we receive another board. We no longer want to do business now or in the future with Inyo pools. We just wanted to be made whole. thank you have a good day I guess you can update the file as closed: if we do not receive the complete refund I will let you know Thank you Business Response /* (4000, 12, 2022/08/15) */ To whom it may concern: We apologize for all the frustration on this order. The original CSR you dealt with should have escalated not only your defective claim process and refund. ON 07/22 we sent you a label, that is the notification you received about an item being shipped to us and the other was to the warranty center, they should not have been added to your order which created more confusion than necessary. We did, however, issue a full refund on 08/03/2022 which does show as being transmitted successfully. Your financial institution should have received the refund and if not, please give us a call so we can provide the transaction details to you. We sincerely apologize for all the issues you've encountered on this order.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased pool pump repair parts from Inyo Pools. The parts when delivered, were warped, and would not match up to be capable of using. Was told they were not returnable after I sent video of the parts.

  Business response

  07/27/2022

  Business Response /* (1000, 6, 2022/07/20) */ Mr. ********, We truly apologize for the issues with your order. After further review, the Customer Service Representative handling your order did a horrible job communicating and resolving your issue. It was brought to our attention and the customer service manager tried to resolve the issue once he was made aware. We have since issued you a refund and sent a UPS return label for the return of the defective parts. We apologize for the poor experience and will use this to better train our customer service team. Consumer Response /* (2000, 8, 2022/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received full refund. I am satisfied, but was frustrated with the response of a denial before they even seen the warped parts. Thank you in this matter.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a volt vacuum from Inyo pools. I received a small spa broom vacuum. When I contacted the return office they denied my request to exchange the product. They said that the return was not within their standards. The time had not elapsed and the product was still in the box. I have attached a picture of the vacuum I ordered and the small spa vacuum I received. I have also attached a copy of the email saying that my product was shipped. I believe I should have been refunded or at least given the option to receive the product I ordered and paid for.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/06/14) */ To whom it may concern, We apologize for the frustration with your order. The website had the incorrect product description listed which created confusion amongst our CSR's and the vendor. We have since corrected the description and issued a full refund on the order since we are unable to get you the correct unit. We Sincerely apologize for the frustration and customer service issues on your order. Consumer Response /* (2000, 7, 2022/06/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) All I wanted was to be treated fairly from the very beginning. I do believe that if BBB had not gotten involved, they would have just kept my money without further investigation. That's unfortunate for their future customers.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Raypak pool heater from Inyo pools. It was delivered in a timely manner. Upon installation, the heater was determined by a Raypak authorized warranty company here in Phoenix to be defective as delivered ( control module was defective). Raypak provided the replacement module for the warranty company to install as a fix for the defective issue at no cost to me but I had to pay the warranty company $150 before they would return to replace the defective part. I have tried to get Raypak to reimburse me for my expenses with no assistance. I have filled a claim with the BBB against Raypak, also, with absolutely no help from either the BBB, Raypak, or Inyo Pools to get the reimbursement I have requested. Also, due to the defective heater not working from the original installation, my natural gas bill was also $137 extra as to the heater not operating properly. I would like Inyo Pools and Raypak reimburse me for my extra expenses which occurred due to the heater being delivered defective. Thanks, Tom *******

  Business response

  06/24/2022

  Consumer Response /* (2000, 9, 2022/06/08) */ Inyo pools has corrected the issues to my satisfaction with Inyo Pools. I still believe Raypak should be held responsible for the claim.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My problem started approximately the first week in May when I was trying to order a swimming pool pump since I am the treasurer at my condo board. I put it on my credit card which has a very large credit allowance and they came back to me asking for my drivers license I sent them my drivers license and they came back and said they needed a PayPal account I then sent my PayPal account and they then said that they canceled the order and this occurred three times. I contacted them at least five times no one would give me a straight answer. All they told me was they don't have to sell it to me if they don't want too And something about fraud and protection. my credit card my PayPal my license are all identical I called PayPal and the credit card Co and they said there is no reason for this not to go through. I gave the info to a friend of mine the property manager and she ordered it and it went through without a problem. I want to know why they did not put it through on my credit card. it went through and then they credited the charge two times. It made me look very bad in front of the board.

  Business response

  06/22/2022

  Business Response /* (1000, 8, 2022/06/09) */ To whom it may concern: This customer placed and order online that was flagged by our internal fraud system. Our order processor then asked for more information as this was a commercial motor shipping to a unit in a residential high-rise apartment. The processor then canceled the order and asked the order be placed with a verified PayPal account to ensure a safer transaction. The 3 orders that were placed with PayPal were not from a verified PayPal account, as we requested and were canceled with an email explaining that the PayPal account was not a verified account. We apologize for the inconvenience, however this was to ensure both parties had a safe transaction.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 28, 2022, I ordered 3 items from Inyo Pools (order number *******). The items ordered were an Aladdin O-Ring, ($7.99), Natural Chemistry Purge 2L, ($34.99), and Pool Shock, Non-Chlorine, 48 X 1- lb. bags, ($242.88). The total amount for the order, with tax, came to $305.15. Inyo Pools charged my credit card $8.53 on March 3, 2022 and $296.63 on March 8, 2022. I have received the Aladdin O-Ring and the Natural Chemistry Purge, but the Non-Chlorine Pool Shock was out of stock and was cancelled from my order after my credit card was charged. I was told that I would be reimbursed for the amount I was charged for the shock. On March 28, 2022 I was reimbursed $37.35. This amount was for one of the items I received. I should have been reimbursed $259.28. I contacted Inyo Pools no less than four times through their online chat system to try to get reimbursed for the remainder that I was charged. I have also called them three times and have had very lengthy conversations with their customer support. They understood and agreed that I was reimbursed the wrong amount. I keep getting excuses as to why they haven't, or can't, reimburse me the correct amount. Their last excuse was that a dispute had been placed on these charges on my credit card account and that they could not reimburse me. When I told them that I had not disputed the charges, they advised that I call my credit card company and straighten out the issue. I called the credit card company. There was no dispute on the transactions, and there was no indication that Inyo Pools had tried to reimburse my account. I asked the customer service representative of Inyo Pools if they could just send me a check for the correct amount. She didn't know if they could because it would have to be approved by numerous departments. All I am asking for is to be reimbursed the correct amount, which at this point is $221.93 (original amount minus the $37.35 which I have already received).

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/29) */ To whom it may concern: We sincerely apologize for the issue with your refund. After further research, there was a lack of follow up with this situation which we need to take accountability for. We have since looked into the error and have coached our employees on how to better handle this situation in the future. On 04/22/2022 we sent you a refund check, which shows delivered. We would like to apologize for the frustration this has caused. Consumer Response /* (2000, 7, 2022/05/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company sent me a check for the refund.

• Initial Complaint

  02/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 02/21/2020 I ordered a replacement diverter for my swimming pool filter from Inyo Pools.com. I paid $24.99 plus tax of $1.75 and a shipping charge of $6.95. I geve them all the data I had on the item. When the item arrived 5 days later, upon opening the box it came in I saw that the item received was not the item I ordered. it was larger and did not fit the space. I got in touch with the business immediately to request a replacement or a refund, The only way to get in contact with them is by internet chat or email, and requested a return label. I have been in contact with them several times, and they want me to pay for return shipping. After they charge a restocking fee, my return would be only $26.74. UPS charges $16.75 for sending it thorugh them, so I would only get $10 or so dollars, while they would be able to resell the item for another $33.00. I was able to get an address for the business in Longwood, Florida. I live in Altamonte springs, about 3 miles from their listed address. but I found out the address does not exist, I still believe that the error was theirs, not mine - they simply sent the wrong part. In my lifetime, (I am 85 yrs old) have lost more than that, so it is not the loss but the fact that they can scam the little guy out of the money.

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/03/03) */ To whom it may concern: We were contacted by the customer about the wrong item being received on 02/23/2022 via email and were asked to send a picture of what was received so that we can determine whether or not this was an inventory error on the warehouses part. Later that same day via chat we advised you that we would work on your refund/return. There was some confusion created as multiple agents were involved in your return process, however the original agent that spoke to you advised that he was working on sending you a return label. It appears that on 02/28/2022 we issued a refund for the item, email sent to the email on file on 02/28/2022 at 10:16 am EST, as opposed to providing a label to get the item back. The agent working on your issue reached out to you to advise you of the refund issued to help resolve this matter. Consumer Response /* (2000, 7, 2022/03/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the "lawerese" language used by the seller. I still believe that if I insisted hard and long enough, I could get satisfaction. However, hours after the intervention by the Better Business Bureau the matter was solved completely to my satisfaction.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a 16 mil Supreme Solar Cover on 3/20/2020, that includes a 5 year warranty. I live in Florida and only need a cover for 4 months out of a year. Used only 1 season and 3 mos of this season and the bubbles are disintegrating which clog the filter. Contacted the company and they said it was because of the PH level in the pool is too high. I have a weekly pool company who cleans and maintains the chemicals in the pool and they said nothing is wrong with the PH level in the pool. This company is denying a warranty claim based on the PH level in a in-ground pool. I think it is unreasonable for this company to deny a claim because of chemicals. Do they not want you to use chemicals for the pool? (They also sell chemicals for a pool.)

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/02/17) */ To whom it may concern, We were contacted for the first time about this incident on 12/27/2021. Attached is the chat transcript where the Customer Service Rep advised of the warranty from the manufacturer which is as follows: "The solar covers come with a 10-yr manufacturer's warranty. The warranty cover the cover against any defect from the manufacturing process. Chemical damage due to an imbalance of chemicals that has caused the cover to deteriorate is not covered under the terms of the warranty". As seen in the chat transcript, we asked for pictures of the damage to submit the warranty photos to the Manufacturer and we never received the requested pictures. If Mr. ********* would like to submit warranty pictures for warranty consideration they can be sent to [email protected] or contact us via chat, phone, or email. Consumer Response /* (3000, 12, 2022/03/02) */ Don't understand why this was closed. I have never been contacted by the business nor the BBB about why they were closing this? Please let me know why you closed it! Consumer Response /* (2000, 16, 2022/03/03) */ WOW! I just received a email from Inyo Pools, saying I will be receiving a FULL refund. That is going above and beyond for exceptional Customer Service. Thank you Inyo Pools!

*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. ↩