Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a ******* robotic pool cleaner from polytechpools.com. (******* Prowler 920 Robotic Pool Cleaner; cost $989.85) It arrived on Friday, March 18th. I placed the cleaner in my pool & it didn't work. We've had numerous robotic pool cleaners over the years & our previous pool cleaner was this exact same one, so we are very familiar with how they work. Anyway, when I contacted Polytec Pools for a replacement or a refund, the manager told me he wouldn't do either. He told me I had to file a warranty claim with the company (*******). I haven't been able to get in touch with *******. When I call, I can't get through to anyone. Plus, I feel like I shouldn't have to deal with warranty. We never used the product...it was brand new & not working. I simply just want my money back or a replacement. I can't believe a store could ship out a faulty product & take no responsibility. So, they have my $989 & I have a brand new pool cleaner that doesn't work. It just doesn't seem right to me.Business response
04/12/2022
Business Response /* (1000, 6, 2022/03/30) */ Hello, We have tried to discussed this issue with Ms. H*** 2 times now. As we explained via our terms and conditions and *******'s policies any item that is installed meaning plugged in and installed in the water will be covered under the manufactures warranty. The manufacture, ******* in this case will need to send a tech out to see what the problem may be since these are all tested by ******* prior to shipping. Unfortunately, even if we were approved to send Ms. H*** another cleaner there are no more available at this time. She need to contact ******* for warranty and they will be able to help her. *******'s number is ************.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.