Complaints

This profile includes complaints for Polygroup Services N.A. Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Polygroup Services N.A. Inc. has 3 locations, listed below.

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• 

  Polygroup Services N.A. Inc.

  654 S Stratford Dr Ste 100 Meridian, ID 83642

• 

  Polygroup Services N.A. Inc.

  303 SW 16th St Bentonville, AR 72712-7173

• 

  Polygroup Services N.A. Inc.

  9033 Billy the Kid St El Paso, TX 79907-4755

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:06/06/2023

  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.

  I'm a re-seller, I purchased a few pools from a major retailer and I sold one of the pools to a customer online, the customer contacted me requesting a new liner, the customer described a manufacture defect because in two different places the pool liner holes did not line-up with the poles holes therefor not allowing the support leg assembly complete. The warranty department told him to go back to me the re-seller. I'm watching to see how they resolve the issue. I can't fix a manufacturing flaw / defect in poly groups product. Poly Group is going to have to stand behind their product and make the customer whole and stop giving him the run around.

  Business Response

  Date: 06/09/2023

  hello

  As a reseller, it's unfortunate that you're facing an issue with a product you sold to a customer. Dealing with manufacturing defects can be challenging, however we do cannot honor warranty to third party sellers, as for our warranty department reviews all POP to replace any damage, defects or broken parts that is the manufacturers fault, it is all in our warranty policy at the moment you purchase one of products, but you can always have the buyers call ** so we can help them with some troubleshooting hope this information will help you in the future, have a nice day.

• Initial Complaint

  Date:06/03/2023

  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.

  Purchased the summer wave 15x33 pool not even a year old and we decided to put it up this year the entire liner is leaking at seams all the way around

  Business Response

  Date: 06/09/2023

  Hello, sorry to hear about your issue with the pool liner, we attempt to call you back twice in the last couple of days in our system under your profile so we can request more photos of this issue, as of today the photos you upload here is not evidence enough to help you with the issue on your pool leaking, we are willing to help you patch you pool liner since you are out of warranty, we understand you purchase your pool at winter time but that's one of the things our consumers need to be educated about our warranty policy, but we are willing to help you fix this issue so please contact ** at ************** you have a great day.

• Initial Complaint

  Date:05/30/2023

  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.

  Purchased a summer waves pool with RX600 pump that is defective and company refuses to replace.Spoke with customer service representative *****# A located in northwest **********..I advised that I was going to contact the BBB to create a complaint.I cannot obtain a receipt from ******* and the product cannot be returned to *******.The company confirmed that my product is covered under warranty but refuses to replace plastic pump after a 1 hour long call of trouble shooting.

  Business Response

  Date: 06/06/2023

  hello **********;
  
  We apologize for any inconvenience that this may have cause you and as per our phone conversation we granted you the pump that you need it for your pool, based on your warranty period and the date that you provided as a proof of purchase you where still under warranty, however, keeping in mind that policy stated that we required POP for every warranty issue, thank you for choosing Polygroup and hope you have a great day.

• Initial Complaint

  Date:05/27/2023

  Type:Order 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.

  We purchased a 24 x ***************************************** April of 2022. We put the pool up only to find that it had holes everywhere in it. We promptly called the company and they sent out a replacement liner under warranty. We put the liner up, only to find more holes again. I called the company, which offered to send a patch kit but would not send another liner. We have had to apply waterproof tape to try to stop pin hole leaks, but it is still leaking. Polygroup needs to make problems like this right with the consumer. I didnt spend +$1,000 just to have a pool with holes in it from the company. **************** has not been satisfactory thus far.

  Business Response

  Date: 06/06/2023

  hello ****** Ruffcorn 
  
  first I'll like to apologize for any inconvenience that this may have caused you, we tried to contact you trough our system in witch appears to be a profile under *************************** and the same photos that you send here in BBB are in our system, if you can please send ** your phone number because under this system it is missing a number and we cannot call you back to find a solution for your case, thank you for your patience and understanding with this issue, you can always call us at **************.

• Initial Complaint

  Date:05/25/2023

  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.

  I paid $384.65 for a brown summer waves pool and within 2 weeks of filling it up, it began to leak from the bottom seam. The company sent ** another liner that arrived in august and we kept it stored because summer was almost over here in ** and didnt want to put it up just to have to close it, especially after $100 worth of water was just wasted when the liner leaked. Now here we are 4 days after putting the pool up with the new liner they sent and its leaking again. This time the leak is worse and another $100 of water wasted. I called the company today but they will not accept my screen shot of my ******* invoice because its from the app, they want a picture of the actual invoice which I do not have because I bought it online. I asked if they could use the receipt I sent them last year and they said no. ** getting really frustrated with polygroup because they know this is an issue with this particular pool and they have my documents on file already but cant use them?!? I want a full refund because there are so many others who have this same issue with leaks at the seams and obviously a new liner is just going to do the same thing. I will never purchase anything summer waves brand and would not recommend it to anyone else. Check the reviews on their pools and you will see that many many people have had this same issue. Its sad.

  Business Response

  Date: 06/06/2023

  Hello *************;

  I am really sorry that you are having trouble with your pool liner especially when the pool season is about to start, let me start by appreciating all your patience and understanding this issue and for taking my call back, as per our phone conversation we hope that the solution for the vinyl kit and underwater patches that we send you to help you with this issue, and taking in consideration that you warranty as been fulfilled with a replacement of your liner, and being already over a year we at Polygroup always try to find a solution to all of our consumers, again we thank you for your time and we hope you have a great day.

• Initial Complaint

  Date:05/23/2023

  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.

  Bought this pool last fall from ****************************** its the summer wave 14 ft round elite frame above ground pool. It was put up still in box (undamaged in our garage till last weekend we filled it up and it's been sitting waiting for water to warm up (no ones been in it) went to look at it today and two spots in the liner have ripped/tore pretty much as soon as the one tare finishes tearing its done for we've had this pool for less than a year. I didn't keep the recipet due to not putting it up for close to a year from getting it to Register it or sign up for warranty. Because didn't know you'd need the recipet to register the product . Never need one for any other product I've registered.

  Business Response

  Date: 06/06/2023

  hello ****** Ruffcorn 
  
  first I'll like to apologize for any inconvenience that this may have caused you, we tried to contact you trough our system in witch appears to be a profile under *************************** and the same photos that you send here in BBB are in our system, if you can please send ** your phone number because under this system it is missing a number and we cannot call you back to find a solution for your case, thank you for your patience and understanding with this issue, you can always call us at **************.

• Initial Complaint

  Date:05/08/2023

  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.

  Bought a pool not even a year ago and has 3 holes in the liner. **************** is horrible telling me no cant do anything for you as a courtesy heres a ***********. Hope that helps while I did that already and water goes through it trying to explain to her that its on the bottom and it doesnt hold and she just doesnt wanna hear it. She wasnt helpful at all saying theres nothing that she can do, thats so unacceptable and unprofessional, considering the amount of money I spent on this pool and its less than a year old. Not happy at all with this company .

• Initial Complaint

  Date:03/07/2023

  Type:Product 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.

  We bought the pool from Wal-Mart and after filling it 3/4 of the way up, we noticed a pin hole. I went and bought a patch kit because Wal-Mart wanted me to return the pool but I wasn't going to waste another 100 bucks in water. ******* advised us to contact Polygroup about getting it resolved with a new liner or our money back. I spoke with them and all they wanted to do is send a patch kit. I already patched it. I want a new liner or my money back. Simple as that you buy something you want to get what you paid for. We sent them receipts and pictures. Did everything they asked and they was to send a patch kit. Unacceptable.

  Business Response

  Date: 03/07/2023

  Dear *****,

  Thank you for reaching out and sharing your experience with us. An order was placed for a replacement pool liner as you were promised last pool season. Please allow ***** business hours for the order to be processed for shaping. Shipping times are **** business days. You will have 5 days upon receiving the replacement to report any issues with the replacement product. The liner will not be covered by warranty after the 5 days after receiving the replacement. Should you have any questions, please feel free to contact us at ************** or ************************************ Have a great summer!

  - Polygroup Manufacturer. 

  Customer Answer

  Date: 03/07/2023

   
  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

  Date:12/29/2022

  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 have been working to resolve and issue with Polygroup regarding a pre-lit tree purchased at Michaels in November 2021. On December 10th the lights on the top half of the tree stopped working. On December 11th I tried replacing the fuses but still the lights would not work. When looking into purchasing a replacement tree I found that the tree would still be under warranty. I reached out to ******** customer service on December 11th for assistance and was told I would be contacted in 48 to 72 hours. I was contacted on December 16th only after I again reached out via messenger on December 15th as I had still yet to be contacted. I spoke to someone from Polygroup via telephone as was told the solution to my issue would be for them to send me a strand of lights. As the lights are attached to the tree and the item is barely a year old this was not satisfactory. I was told by Polygroup that I would need to obtain proof of purchase from ******** to get a gift card refund. I was told to simply respond to the email they sent me with the proof of purchase once obtained. On December 20th I emailed Polygroup the receipt as I had been directed by them to do on December 16th. it's now December 29th and still no gift card or response. ******************** customer ********************** is telling them they are still awaiting proof of purchase when I have an automatic email response from them that it was received on December 20th. I also reached out again to Polygroup on December 26th and again have only gotten an automatic email reply.

  Business Response

  Date: 01/04/2023

  Hi ***, A gift card was sent on 1/04/2023 for the amount of $21.59 for the tree purchase made on 11/27/21. An order was also placed for the new tree you purchased on 12/12/2022 for a strand of lights and a bulb puller so regular maintenance can be performed on the new tree. Changing bulbs is essential to the longevity of any pre lit Christmas Tree. Have a Great day! 

  Customer Answer

  Date: 01/04/2023

   
  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.  It's sad that it had to take multiple correspondences that did not get responded to until a final follow-up email after this official complaint was filed and reaching out to the store where the item was purchased to begin the process of making an official complaint with them.  I have asked for tracking information for the items that they say will be mailed and will let you know if those items are not received as promised.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/01/2022

  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.

  We bought a ****** dollar tree October of 2021 with Bluetooth speaker and led lights. This year we get our tree together and the remote doesnt work. We called the company to ask if we can pay for a new remote after our searches for the remote came up empty. They wont sell us a remote. Their customer service is a joke. They wanted the receipt. I sent them a copy of they credit card statement from Lowes that shows the tree purchase and that is not good enough. Told us to call Lowes. Well I called the store and customer service they dont have it. We have spoken to the manager and they are unwilling to help us with out a receipt. We have offered to buy the remote and they wont sell us one. I have searched on line and the remote is not for sale.

  Business Response

  Date: 12/05/2022

  Hi *********, Thank you for reaching out! I have reviewed your case. Unfortunately, at this time we do not offer this item for sale. In order for us to replace the remote we would need to verify the warranty time coverage eligibility via an itemized receipt showing the date the item was purchased and what was purchased. Some retailers can reprint you a receipt if the purchase was made with a credit or debit card. Once you have obtained the sales receipt, please visit Polygroupstore.com to complete a warranty claim form.