ComplaintsforMaytronics US Inc

Pool Supplies

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Initial Complaint
08/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
on May 14, 2024 I placed an order, number ********. received the wrong item, requested a return RMA number on the 19th of May. Confirmation of them receiving the item back on May 23rd, tracking number 1Z2FW6960345881548 and I still am waiting for my refund of $122.10 as of 8-5-2024. Contacted them several times with no luck on getting my money back
Business response
08/08/2024
Our warehouse has confirmed that the refund was issued on July 22nd, however there seems to be some technical glitch that is not allowing this credit to show on the customers credit account. We are working with our IT team to resolve and will follow up directly with the customer to alert when the credit process is complete.
Customer response
08/09/2024

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
07/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Stopped working. Less than a year old
Business response
08/01/2024
We will need more information to assist this customer, if he/she can provide the serial number of his robot or provide the case number for his open service request to allow us to review his request.
Initial Complaint
07/31/2024
Complaint Type:
Delivery Issues
Status:
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.
We ordered a Dolphin Escape Robotic Pool Cleaner (2024 Model) it was delivered on on March 27, 2024. It is still under warranty. We have only used it a few times and the power supply went out on July 16. We sent an email with the purchase documentation and model number. We followed up with a phone call on the same day, July 18. The rep told us to keep the power supply and they would sent a new power supply within 7-10 days. I called back on June ************************************************************************** the power supply. The rep stated the power supply is in stock but has not shipped yet to give a little more time. We called again on Monday, July 31 and was told it would be 7-10 days. We paid $673.03 for the pool cleaner and cant use it. We really need the replacement power supply sent asap. Model number H7272PMB0M any help getting the power supply asap would be greatly appreciated. Thank you!Maytronics customer service: **************
Business response
08/01/2024
We apologize for the delays; we have had staffing issues in our warehouse; we will get this order escalated and will provide tracking information to the customer within the next 24 hours.
Initial Complaint
07/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On June 1, 2024, I purchased a Maytronics Skimmi robot pool skimmer From wellbots.com. From the beginning, I had issues with the device overheating and not charging (supposed to be solar charging) and having all kinds of malfunctions because of the heat. The heat here in ********* was at 112 and the manual said it could handle up to an ambient temperature of 131. So I reached out to the manufacturer, Maytronics, and we went back-and-forth with some troubleshooting that did not work. They ultimately admitted it was defective and we exchanged the device for a new one directly from Maytronics. However, that device has exactly the same issues. But, the manufacturer will not honor their one year warranty and issue me a refund. They are telling me I have to go back to wellbots to get my refund. Wellbots says go to the manufacturer because its more than 30 days since it was shipped (June 4, I contacted them July 4) I happen to agree with wellbots. This is a manufacturer defect and I should be refunded my money based on the manufacturers warranty, but they refuse. Theyve admitted its defective- emails from Wellbots and Maytronics attached. Receipt attached.
Business response
07/26/2024
We have reached out to the customer and offered a resolution of exchanging the robot for a different model that has a different track system that we feel will be better suited for this customer.
Customer response
07/26/2024

Complaint: 22046705

I am rejecting this response because:

This was the second device they sent me to to the malfunctioning of the first one and it has the same problem. They offered to send me a different product entirely, a robotic vacuum and I already have one of those and do not need it. This product has a 1 year warranty and they refuse to honor it. They continue to tell me to go back to the original retailer and this has been their repsonse:

"Ava (Wellbots)
Jul 26, 2024, 12:23 EDT
Hi ******,

The manufacturer's responsibility is to provide a perfectly working item. If the first replacement they sent is defective, they should provide you a second brand new replacement. Please, also contact Poolcorp as they work with Maytronics and us, they might be able to provide a new replacement.

All the best,
Ava from Wellbots"

I have no idea who Poolcorp is as Maytronics has not mentioned it and Wellbots gave me an incorrect email. Maytronics sent me a replacement. It doesn't work either - SAME PROBLEM

Sincerely,

*****************************
Business response
07/29/2024
The customer spoke with supervisor ******** at Maytronics on Friday July 26th accepting the offer of a replacement Dolphin S300 cleaner according to ur records via case ********. Documents were emailed to the customer to start that process as well.
Customer response
07/29/2024

Complaint: 22046705

I am rejecting this response because:
I never spoke to anyone on Friday, July 26, 2024 from Maytronics. I excepted no offer of any replacement S300, I dont even know what that is.
I did receive an email this morning that they would be refunding me for the defective device. I have not yet been able to read that email or the Attached documents.

Sincerely,

*****************************
Business response
07/31/2024
The customer is correct, we have offered a full refund with the return of the malfunctioning Skimmi unit. Our previous response was sent in error. We apologize for the confusion. Please see the email sent to the customer on 7/30/2024 authorizing the refund.
Hello ******,

Attached are the documents to return the Skimmi unit for the refund.

Kind regards,

*************************
Customer Engagement Specialist
Toll free ************
Initial Complaint
07/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Paid $1500 for a Sigma pool cleaning robot. This was the 2nd robot due to issues with the 1st that was returned to the retail company Poolrobots.com. The Sigma robot has had repeated issues and Maytronics is very difficult to deal with. They offer a 3 year warranty but expect buyer to pay shipping each time for warranty repairs. The robot is over 30lbs so shipping is typically over $50. I have had my robot repair twice for the same issue and i'm having the same issue again. Now the machine (still under warranty) has quit working completely. Maytronics suggests I send it in again for repair. I have had the machine for less than 14 months and it's need 'sent for repairs' 3 times. I'm requesting a trade-in to a different model or refund of the $1500 so i can purchase a reliable robot. It's obvious Maytroncis cannot successfully repair this robot. Please see detailed log of my robot issues that have been shared with Maytronics 3+ different times that they will not acknowledge.
Business response
08/02/2024
The customer was offered a replacement cleaner the Dolphin s300 which was shipped on 8/1/2024. The tracking number is 611497870613.
Customer response
08/02/2024

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
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a new unit for 1399 used it 1 time 3 cycles and it did not clean. They said to return unit and they would sent out a replacement.I asked if I could keep the poorly functioning unit until replacement arrived and told no, but it would be shipped really quick.Sent the old one back via ***** and now they are saying the shipping department is experiencing delays and to call back in 7-10 business days for an update . I wanted to return it to the store but wanted to be fair and honor the 3 year warranty. . However they were very deceptive in not telling me the unit was not available to be shipped.So living in ************* with a short season this is completely unfair. Its 90 degrees and this is when we use the pool the most but now we are deprived and to top it off the rep says the warranty time has already started I want to let other customers know that if they have a problem, please save the aggregation and return to dealer if able. Maytronics doesnt stand behind the warranty and will deprive you from use of the items . I WAS a loyal customer and had been using there products for 8 years . This unit was brand new and this is how they treat a long time customer
Business response
07/12/2024
We apologize for the inconvenience this customer has experienced. We have confirmed the replacement cleaner was shipped on July 8th via ***** Ground delivery. The tracking number is 705358034562,
Customer response
07/16/2024

Complaint: 21976201

I am rejecting this response because:
The representative told us the item wouldnt be shipped and although it was shipped we didnt know.
maytronics allowed us to believe it was at least 10 business days away . Thereby causing us to seek a replacement unit that arrives tomorrow from Amazon.
Its disingenuous to say one thing and but expect the customer to not know what is transpiring. I truly feel Maytronics didnt provide the support and was very rude since this action was something they did not want to do. I spoke with several other pool owners and they confirm they are not easy to deal with when a problem exists
If I have to pay any restocking fees from Amazon I feel matrons should reimburse for these fees. We are in a heatwave in the northeast and they still expected us to wait 7-10 business days each way while we have a short season in Mass
Sincerely,

***************************
Business response
07/16/2024
We have checked the tracking number provided and show proof of delivery on friday July 12th see photo attached.
Customer response
07/16/2024

Complaint: 21976201

I am rejecting this response because:
You told me to expect shipment within7-10 business days and then shipping time accordingly. Had you told us the unit was already shipped we would have not ordered another one. My wife who has terminal cancer can be subjected to dirty things and I told you guys in the beginning . Maybe its best to bring it back to the store. But you all said it was best tomorrow you.

very conflicting stories, it may be best to file a 93A claim in ************* for deceptive business practices.
Sincerely,

***************************
Initial Complaint
07/08/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I bought a motor for my Maytronics Dolphin Active 20 on 20 May 2024. On 22 May 2024 I reached out to the company via phone to receive a refund. on 28 May 2024 the company sent explicit directions on how to obtain a refund and I complied. Maytronics received the motor on 3 June. I have called several times to receive my refund and as of 8 July 2024 I have not received it yet. I was told that my case has been escalated to "Higher" for review, as of 8 July 2024 my refund has yet to be processed.
Business response
07/10/2024
We are sorry about the delay in processing the refund, we have requested this be expedited today, please allow a few days to see the refund with your credit card company.
Customer response
07/16/2024

Complaint: 21956553

I am rejecting this response because:
I have received communications from Maytronics via e-mail like I have in the past stating the refund will processed. It still has not been done, I have contacted my credit card company inquiring about a pending refund and they gave me a negative response. Furthermore, I have asked Maytronics to send me a receipt or screenshot stating the refund has been processed on their end and I was told they do not have the ability to do that.
As I am an active duty military member, I will be contacting my base legal department on 17 July ******************************* small claims court. There should be no reason I cannot receive proof via a receipt that the refund has been given.
Sincerely,

*****************************
Business response
07/18/2024
We have advised we don't have any item that show the actual return,but I have provided a small screen shot of our system, that shows the refund in progress. I hope this is helpful.
Customer response
07/18/2024

Complaint: 21956553

I am rejecting this response because:

I have attached a PDF where it clearly shows that the item was received by Maytronics on 3 June 2024. The statement in the Maytronics response of "We have advised we don't have any item that show the actual return" is not valid. Furthermore, I have provided the e-mail communication from Maytronics providing me with a return address and instructions. I was told that Maytronics could not provide proof that a refund was processed, yet they are able to provide actions that I took? Also in the attached PDF is communications from Maytronics that the refund will be processed and to check my credit card. Below are exerts from that communication:
1. From Maytronics (15 July 2024): "Unfortunately, I am unable to provide a copy of the refund. We would ask that you check your credit card account daily to be alerted regarding the posting of the refund."
2. From Maytronics (10 July 2024): " We have responded to your BBB complaint; the refund will be expedited today. Please allow a few days for the refund to process to your credit card."

Sincerely,

*****************************
Initial Complaint
06/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We have had our Dolphin since June of 2002. We have had nothing but issues. Last summer we didnt get to use it until closing because we waited all summer to get the mother board and cord replaced. Upon opening this summer we immediately had issues again and were without for a number of weeks due to issues with the power supply. We got it back, plugged it in and got the dreaded red light AGAIN. The dolphin has never been left outside, it is kept in impeccable condition, but unfortunately we are hardly ever able to use it rendering it essentially useless. I would really request a replacement at this point due to the number of issues we have continuously had and amount of time we have been unable to use (we are in the northeast and our pool season is limited). Serial number is attached as an image. You should have documentation of the issues I would assume.
Business response
07/01/2024
We are sorry to hear that the customer is having an issue with her replacement part, however we are aware that a reconfiguration needs to take place to allow proper functionality of the App for the cleaner post replacement of the power supply. We will contact the customer directly with those steps to allow proper function of the cleaner.
Initial Complaint
06/23/2024
Complaint Type:
Order Issues
Status:
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.
I am refiling this complaint because not enough time was not given to reply Maytronics response . They promised to send another power supply but I never received one. now they are not responding to any of my emails asking for an update. They know the consumer will not have time to respond, under the impression of getting a replacement . After the case is closed, the company drops you like a hot potato. It has been over a month now and still nothing.
Business response
06/24/2024
The customers order shipped June 19th via ***** Ground delivery from *******. The tracking number is 705358019893.
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 1/4/2023 I purchased a Dolphin Nautilus CC Plus Robotic Pool Vacuum Cleaner on Amazon for $850.94. This unit was only used once every 2 weeks. 5 months in and its already stopped working. Contacted **************** and they require me to pay to package the unit & for return shipping just to service it. 5 months old and already needing to be serviced is a big red flag. Looking at all the other complaints on ****************************** I have read where returning the product for servicing has been ineffective. Customers seem to get the vacuum back and i malfunctions with a few weeks again and again. There are many complaints of the same issue occurring within a few months after purchase. Spending this amount of money on a pool vacuum to just stop working this soon is not acceptable. I would like to return the vacuum for a full refund. I do not want to deal with the same issue over and over like many others have. There should be a recall on this product with the amount of complaints of customers experiencing the same issue this early.
Business response
06/19/2024
We are sorry to hear that the customer is having an issue with her Nautilus CC Plus robotic pool cleaner. However, we are unable to offer a refund, the customer must contact the original retailer of purchase to inquire about the policy/process of returns and refunds. We can offer the customer a one time courtesy shipping label to pay the freight of shipping the cleaner to our service center for the evaluation and repair.
Customer response
06/24/2024

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 once I receive the paid return shipping postage. Please provide the merchant with my email address.

Sincerely,

*************************
Customer response
06/26/2024

Complaint: 21869477

I am rejecting this response because: Company has not complied with resolution to the above complaint. Their resolution was to send a prepaid shipping label. No shipping label has been received & company is not responding. Please help, it shows the case closed & resolved.

Sincerely,

*************************
Business response
06/26/2024
The documents were sent on June 22, 2024. I have attached them here for your convenience.

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