Complaints

This profile includes complaints for poolsupplies.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  poolsupplies.com

  574 Main St Tonawanda, NY 14150-3851

  
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  poolsupplies.com

  532 Main St Tonawanda, NY 14150-3853

  

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:03/27/2025

  Type:Customer Service 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 was looking at a pool through this company on ******. I also contacted the company before buying a big purchase. I did this because it is a third party seller and it is a big ticket item. I asked them “ I’m wondering your replace/return policy on your pools?” They replied “Hello Thank you for contacting us. If your pool arrives damaged, or is incorrect in any way, be it size or pool type then we will pick it up and refund or replace it. If you simply decide that you no longer want it and it is still unopened then you can return it at your own cost for shipping.” After getting this reply I felt safe to buy the pool from them because if there was anything wrong with it they would replace it or pick it up and refund it. So I purchased an ***** ******* Ultra XTR Deluxe Rectangular Above Ground Swimming Pool from **** ******* **** ****** a.k.a *** **** Inc. on February 27, 2025. I received the pool on March 6, 2025. I contacted this company the following day to tell them that the pool is damaged. They asked for pictures of the item that is damaged, I sent them the pictures. They then replied that I damaged the pool by dragging it because it was dirty. I did take the pool out of the box on grass. I did not unfold the liner and I did not drag the liner. When I saw that the liner was damaged I took pictures of the damages put it back in the box. I did not feel safe to set up a pool that has a damaged liner that holds over 14,000 gallons of water. I informed this company I wanted a refund for the pool. They offered me a patch kit. I told them I didn’t want a patch kit I wanted them to pick the pool up and refund me my money as they stated before I even purchased the pool. This company told me I have to ship it back to them at my own cost. This item has to be shipped freight because of the size and weight. It will cost me $1739.35. ****** even requested them to pick it up or have me dispose it because it is damaged and refund me my money, they refused to.

  

  Business Response

  Date: 03/28/2025

  Dear Better Business Bureau,We appreciate the opportunity to respond to complaint #******** regarding the customer's order for an *****® 16' x 32' Rectangular Ultra XTR Frame™ Pool - 52" Wall, placed via ****** on February 27, 2025. Below is a detailed timeline of events and our response to the customer’s concerns:Timeline of EventsPre-Purchase Inquiry (2/27) – The customer contacted us via email to inquire about the return policy. We responded, clarifying that if the pool arrived damaged or incorrect, we would arrange for pickup and provide a refund or replacement. However, if the item was no longer wanted and remained unopened, the return would be at the customer’s expense.Freight Delivery Details Provided (3/1) – As this was a freight shipment, we explained the curbside delivery process and emphasized the importance of inspecting all items before signing for the shipment. Customers were instructed to document any damages on the delivery receipt and notify us immediately. We also reiterated that refusing delivery for reasons other than damage would make the return the customer’s responsibility.Shipment & Delivery (3/3 - 3/6) – The order shipped on March 3, and the customer received it on March 6. The proof-of-delivery photo from the freight carrier showed the pallet and outer packaging in perfect condition upon arrival.Customer's Damage Claim (3/7) – The customer submitted a return request on March 7, stating the liner was damaged. We requested photos of the damage, as the freight carrier’s delivery photos showed the shipment in pristine condition. The customer later provided photos showing dirt, sand, and scratches on the liner (see attached).Our Resolution Offer (3/8) – Based on the photos, the damage appeared to have occurred post-unboxing, rather than in transit. Despite this, as a courtesy, we offered the customer a $50 in-store credit and a patch kit. The customer declined, insisting the liner arrived in that condition. In good faith, we increased the offer to a $100 in-store credit and a patch kit, which was again declined.Return Request (3/16) – The customer later explored a return via a third-party carrier and was quoted $1,739.35 for shipping. They then requested that we arrange for the pickup. Per our policy, this situation qualifies as buyer’s remorse, meaning return shipping costs are the customer’s responsibility.****** A-to-Z Claim (3/10) – The customer filed an A-to-Z Guarantee claim in an attempt to obtain a refund. Given the circumstances, we are actively appealing this claim, as we strongly believe the damage occurred after the liner was removed from the packaging. The proof-of-delivery photos confirm the item arrived intact at the time of delivery.Final PositionWe have adhered to our clearly communicated policies and have gone above and beyond to accommodate the customer’s concerns through multiple goodwill offers. Given the lack of shipping-related damage and the item’s condition upon delivery, we stand by our position that this is a buyer’s remorse return, and return costs are the customer’s responsibility.Unfortunately, because the customer has filed an A-to-Z claim through ******, Unfortunately, since the customer has filed an A-to-Z claim through ******, we are unable to proceed with a courtesy liner replacement to help them get their pool set up.Please let us know if any additional documentation is required.Sincerely,Beth C******** Customer Service ManagerPoolSupplies.com

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I hope this message finds you well. Unfortunately, the product did not meet my expectations due to, it was damaged upon removal from the box. I understand the company offered a patch kit, but I do not feel safe with over 14,000 gallons of water pressure on a damaged liner. The liner was not dragged as the company had implied. We unboxed the pool on grass and I didn’t open up the liner. All I did was remove the damaged plastic of the liner and noticed that the liner was damaged as well, so we put everything straight back into the boxes. I don’t feel that I am responsible for shipping the product back. I feel that the company should 1. A full refund of the purchase price. 2. Coverage for return shipping costs, as the pool did not meet the quality standards as it is damaged. As this was stated before purchasing this product. Also the company stated information about the a to z file on ******, ****** closed the file.
  

  Please let me know the next steps I should take to facilitate the refund and return process. I hope to resolve this matter promptly and amicably.
  Thank you for your attention to this issue. I look forward to your response.

  Sincerely,

  ********* ********* 

  
  

  

  Business Response

  Date: 04/10/2025

  To Whom It May Concern,

  After a thorough review of the situation, PoolSupplies.com will be reaching out to the customer directly by phone to offer a full refund. Upon further investigation, we identified an email communication from our team that may have been unclear and could have led to a misunderstanding. We take full responsibility for this and sincerely apologize for any frustration or inconvenience it may have caused.
  To proceed with the full refund, we are requesting that the customer cut a 3 ft. x 3 ft. section out of the liner to render it unusable. This step is required as part of our return process for non-returnable items.
  Additionally, if the customer has not yet replaced their pool, we would like to extend a discount to help them get into a new pool as a gesture of goodwill and to assist in resolving this matter positively.
  Please let us know if there are any further questions or if we can provide additional assistance.
  

  Sincerely,

  Beth C.

  Customer Service Manager

  Customer Answer

  Date: 04/11/2025

  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. 
  Regards,
  ********* *********
  
  
  
  
  

• Initial Complaint

  Date:11/14/2024

  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.

  I ordered a replacement hose for a ****** ******** **. The product I received was made of cheap plastic that was stiff and permanently bent from being in a box. It’s totally useless as the performance of the vacuum depends on a very flexible hose. The quality was nowhere near the original manufacturers’s. I called for a refund and was told they will only give me a 15% refund as there is nothing wrong with it (not damaged). They did not consider my argument that the quality was misrepresented and I am not satisfied with the product. I've never had such a hard time returning something. Usually it's no questions asked. So I just threw $71.74 away for nothing.

  

  Business Response

  Date: 11/14/2024

  To whom it may concern,After a conversation between the representative and Mr. ******* regarding the quality of the product, the representative did make an offer of 15% refund as a courtesy and Mr. ******* stated he would call back and let us know if that was satisfactory.  We had not received a call as of yet.  At this time, we are refunding the customer in full.Sincerely, Beth C Customer Service Manager

  Customer Answer

  Date: 11/22/2024

  We promptly received our refund.
  Thank you so much.
  ***** ******* 

• Initial Complaint

  Date:08/06/2024

  Type:Product 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.

  Jul 20, 2024 7:30 AM - seller was advised the pool ladder did not pass the pool inspection for our town. I had to go out and purchase another ladder in order to open our new pool. I have provided photos of the ladder, the seller and I have been in communication since July 20th asking for a return label. I have met every requirement of theirs but no return label On August 5 the seller states because the pool ladder entered pool water I could no longer return it. No where in their return policy does it say the pool ladder can not enter pool water or no return. " Aug 5, 2024 5:47 AM Hello, Thank you for that information, as it was put into the pool it is no longer resalable. We understand that it is not up to code but as it was in the pool it can not be returned. You might be able to sell it locally or online. We again sincerely apologize for the huge inconvenience. Sincerely, Aleks W. Customer Service..." Return policy as stated : " Returnable Yes Resolutions Eligible for refund or replacement Return Window 30 days from delivery Refund Timelines Typically, an advance refund will be issued within 24 hours of a drop-off or pick-up. For returns that require physical verification, refund issuance may take up to 30 days after drop-off or pick up. Where an advance refund is issued, we will re-charge your payment method if we do not receive the correct item in original condition. See details here. Late fee A late fee of 20% of the item price will apply if you complete the drop off or pick up after the ‘Return By Date’. Restocking fee A restocking fee may apply if the item is not returned in original condition and original packaging, or is damaged or missing parts for reasons not due to seller error. See details here. Return instructions Item must be in original condition and packaging along with tag, accessories, manuals, and inserts. Unlock any electronic device, delete your account and remove all personal information. "

  

  Business Response

  Date: 08/14/2024

  Hello,

  We take responsibility for miscommunication with the customers issue with the ladder she purchased not rolling properly and have refunded her in full.

   

   

• Initial Complaint

  Date:07/23/2024

  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 went threw this company to purchase a pool liner , the liner I originally purchased I was told that it was no longer available so money was returned no problem then I had to pick another liner which I did the lady DeeAnne told me that she would get it into the pool liner company that makes them wasn't given a invoice was given a final price got a tracking number the next day for the pool liner then a day later without authorization or a invoice my card was charged again for the amount that they had not given me. Said they don't keep card information but this was over a week and a half from the original charge on my card and like I said no prior authorization to charge ny card again. The item I still havnt received and no response from the company.

  

  Business Response

  Date: 07/24/2024

  To whom It may Concern, ******* ***** reached out to us on 7/1 to purchase a custom inground liner via phone.  Our custom specialist (DeeAnna) returned the call on 7/2 and discussed the process of how to order a custom pool liner.  DeeAnna informed ******* that a measurement form was to be submitted and sent via email to be completed.  ******* sent back the form however, the measurements were incorrect and DeeAnna requested the form be updated.  ******* responded via email stating he would have these updated by 7/4 and that he was moving forward with our company for his purchase. 7/5 a reply from our specialist letting him know we look forward to working with him.  7/5 the customer had replied providing measurements again however, incorrect again. 7/8, ******* called in and spoke to a customer service representative stating he was eager to get the liner started and was told to resend the correct measurements again to our support email address.  We received a new set of measurements, however, were not correct and a custom specialist reached out to him to him explaining the specific measurements needed to complete this job. Two more sets of measurements were sent incorrectly from 7/9-7/10 at which time a custom rep reached out via phone on 7/10 to review the measurements again.  7/11, DeeAnna spoke to ******* for 32 minutes reviewing the measurements and by 7/12, correct measurements were provided and solidified.  7/12, the customer was sent a quote for the job for $2109.80.  The customer called in and placed the order and provided his credit card to begin the creation of the liner. In addition, a customer sent an email to DeeAnna thanking her for her time on this. 7/15 verification drawing was sent to ******* via email to be reviewed and signed off.  7/15, customer did send back the signed drawing to move forward.  7/15, the verification and the signed drawing was sent to our vendor to begin the work however, our vendor replied to the specific pattern the custom requested was currently out of stock with no ETA on new. 7/16, DeeAnna reached out to the customer to let him know and to pick a new pattern.  The pattern that ******* chose was a less expensive therefore there was a price difference of $250.01.  DeeAnna sent a summary email to ******* advising him that the price difference would be $250.01 and that he had not been billed yet however, when he was, he would be billed for $1859.79 and not $2109.80.  7/18, the liner was completed by our vendor and shipped out direct to the customer.  The customer was then billed in the amount of 1859.79.  ******* called into us requesting tracking information and was provided.  7/19, ******* called in expressing his dissatisfaction that we did not have the authorization to charge him for the product.  7/21, DeeAnna returned to work and called to explain the process again, referring ******* to the email correspondence that stated what the charge would be and how his was going to be billed.  At this time, 7/23, ******* demanded to speak to the manager.  7/23, I spoke with ******* explaining the process and ******* was furious due to him not receiving an invoice for the sale until after the product had shipped out and stated he wanted to cancel his order, or he will be filing a charge back on his credit card.  Due to this item being custom, I have advised that we are unable to cancel, and it is currently due to arrive to him 7/24.  In addition, I offered ******* $100 in store credit to alleviate some of his frustration and the delay on receiving his invoice.  I have attached email chain with our customer specialist and sign off drawings. I feel that there were no grounds for this complaint per the attached documentation and that all processes and communication in this matter were followed.    Sincerely, Beth C Customer Service Manager

• Initial Complaint

  Date:07/11/2024

  Type:Product 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 ordered this liner for my pool in April 2022. As you can see, the liner is completely white and basically looks like it is deteriorating. The picture of under the lip shows what the color was, and now the liner is completely white and you cannot see the design anywhere. I did not even get 2 seasons out of this liner, when liners last 10-15 years easily. Ive tried explaining to the company that if a liner looks this poor in such a short period of time that the material is garbage/defective and is deteriorating. I've patched countless holes in the past week now i am still losing water, along with it looking terrible. This does not make much sense how your company or the manufacturer is not responsible for more? I paid full price plus 1500 labor and water to get it put in LESS THAN 2 YEARS AGO. Their solution is to offer me a 15% discount on a new liner. 15%...that's a joke. Why would i ever purchase from this company again when they dont stand by a product a year later? Its time for pool companies to stand by products they sell. 1 summer in the NE with a pool liner that looks this bad and leaking everywhere is unheard of.

  

  Business Response

  Date: 07/11/2024

  To whom it may concern,The original order was placed on 4/5/2022 for a *********® 24' Round Island Tile Unibead Liner - 52" H, 25 Gauge, see attached order confirmation.  Customer reached out to us on 6/21/2024 indicating that his liner is currently fading out and is finding pin holes throughout.  He also indicated that his chemicals are checked weekly and he opens and closes his pool properly however, did not offer and pool chemical readings to back this up.  We responded to ******* on 6/21 at 11:15am. letting him know that the warranty that came with this liner covers only manufacturer defects such as unwelded seam and does not cover rips and/or tears.  We also stated if photos are provided, they will be reviewed and if the product is approved under warranty, the cost of the replacement liner under warranty has a proration of Proration: $135.00, Shipping: $16.52, Handling: $5.00 for a Total of $156.52 +tax.  We received a customer reply on 6/23/2024 indicating the fading of the liner is on the bottom as well as the sides of the liner. In addition, losing water after patching multiple holes in the liner.  Customer at this stage also included the photos that he has already submitted here.  Unfortunately, per the manufacturer warranty attached, it clearly indicated the warranty does not cover:Natural wearing of the material due to exposure to the elements.Punctures in the pool linerGradual wearing away of materials by chemical corrosion.At this time, to assist the customer, we have offered a 15% off on a new liner as a courtesy.Thank you,Beth C********Customer Service Manager

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Firstly, not once was I questioned about my pool chemical readings, so please do not lie say I did not 'offer' this as backup.  You never even questioned this.  But since you ask here you go:Total Chlorine/Free Chlorine--3/6 ppm, PH- 7.4, Alkalinity- 90s,Cyanuric Acid-40s,Hardness,300s ppm.  Again all my chemicals are checked weekly and I keep them in the required ranges.  Secondly--These great pool companies and warranties--Not covering: Natural wearing of the material due to exposure to the elements, Punctures in the pool liner, Gradual wearing away of materials by chemical corrosion.---No one asked to cover because of punctures and within 1.5 years of use is certainly not anywhere close to 'gradual wearing'.  I have been around pools my entire life and have never seen a liner go back in 2 years.  This liner last 1.5 summers...that's about 7 months of swimming in the Northeast.  That's a complete joke.  To be honest, I've never seen a liner that didn't last 8-10 years easily and the color/design was still very much present.  The purpose of this was to clearly show, which my photos have done, that this liner is junk.  You cant tell me that in this short of time that the 'gradual wearing away' should happen this fast, the liner shows NO design in it anymore and is almost completely white, and is basically deteriorating that this isn't a manufacturing problem.  Also, to date, I have patched over 12 pin size holes and still losing water weekly.  No other factors would make this happen and look as it does today.  So no, a solution to save 15% (roughly $60) is not a solution because IT COSTS $1500-2000 FOR LABOR AND WATER TO INSTALL THESE.  Which I've already paid once.  So within 2.5 years, because of this, I will now have more $4000 into replacing liners and should just accept this?  This is comical. I would never want the same liner, or therefore any product from this company at this point.  Its clear they do not stand behind what they sell.  I want a refund.   Regards, ******* ****

• Initial Complaint

  Date:06/24/2024

  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.

  order **************-***** CONTACTED COMPANY MULTIPLE TIMES TO RETURN DEFECTIVE PRODUCTS. I HAD THEM PROFESSIONALLY INSTALLED & they were defective. I had them packed up to ship back to poolsupplies.com for refund. I contacted company and they wanted photographs so their pool tech "could walk me through hook up". I explained that I paid a professional to install and he said they were both leaking. They will not reply to my many emails. I paid 450.00 for useless products. I want a refund.

  

  Business Response

  Date: 06/25/2024

  To whom it may concern,The customer had placed the order on 6/6, for multiple items including the item in question, ********* Deluxe Above Ground Solar Heater - XD1 and the *********® XD1 Multiple Heater Bypass Kit.  We had requested pictures of the set up of the item to be sure this was set up correctly and the customer refused based on a pool installer had reviewed the set up and said the product was defective.  At this time, we provided a refund of the products that this complaint is filed on for a total amount of $345.20.

  Customer Answer

  Date: 06/25/2024

  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. 
  
  Regards,
  
  ***** ******
  
  
  
  
  

• Initial Complaint

  Date:04/15/2024

  Type:Product 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 purchased a pool cover from this company that stated it had a warranty and after using the cover for one winter, my pool looked terrible. It would have been better if I had never covered it or touched it all winter. The cover had small holes all over it and allowed all of the dirt on the cover to go straight into my pool. When I called, emailed and provided pictures and all info needed, the warranty would only replace the exact cover (plus I would pay for the shipping and handling.) Obviously I do not want the exact cover again as it didn't work and was very poor quality. I asked the company to give me a credit toward a better cover and I would pay the difference and the shipping and handling. I was denied the request via email and when I called. They also stated they were not allowed to give me the manufacturers phone number so I could call and inquire about their policy. The representative on the phone was very nice, however, he was unable to help me at all! I will not be using this company again.

  

  Business Response

  Date: 04/16/2024

  Hello *******,
  
  We apologize for the inconvenience you experienced with your pool cover and the difficulty you encountered when seeking a resolution. Our goal is always to provide quality products and excellent customer service, and we regret that we fell short in this instance.
  
  Regarding a credit towards a new cover, we are pleased to accommodate your request. Please contact us again at 1-800-356-3025 and provide your customer number ********. I have applied a notation to your account, which you can use towards the purchase of a new and more durable cover.
  

  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding as we work to resolve this matter to your satisfaction.

  Sincerely,

  Beth C.

  Customer Service Manager

  
  

• Initial Complaint

  Date:11/14/2023

  Type:Product 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 purchased a new pool cover from Pool Supplies Leisure Living) who is a distributor of ****** **********. I have an existing ****** pool cover with a serial number so I chose to stay with ****** for ease of installation. I purchased/ordered the pool cover from Pool supplies/Leisure Living, on Oct 6,2023 for a price of $5,236. I provided a serial number for my existing cover and had to sign off on the drawing that was on file with ****** and the expectation was set that it would be an exact match. When the cover was delivered I noticed that the cover did not include the reinforced panels that are on the existing cover and show in the drawing I signed off on. At this point Leisure Living pointed me to ****** and in speaking with ****** it was decided they would pick up the cover and do the necessary repairs/corrections to the cover. After repeated calls and emails 2 weeks later ****** said that the cover is correct, they proved me videos, that didn’t show anything new, and would send back the cover to me. They also said that with advancement in technology the reinforced panels are the same and I can feel a difference in the material where the reinforced panels are and the standard material. I feel no such difference there is not a double panel and no one can prove to me that the reinforced panels are present. The cover delivered doesn’t match the drawing and I have requested that Pool Supplies/Leisure Living/****** accept a return. I tried reaching out to the president of ******, ****** *******, and provided all necessary information and haven’t heard back since last week. I have had no additional contact with Leisure Living after repeated emails to leadership and the rep that sold me the cover. All I want is what we agreed on when I signed the drawing and paid in full! Now This is NOT a way to do business or treat customers! Leisure Living order # ********.

  

  Business Response

  Date: 12/04/2023

  Dear Kevin, We appreciate your patience as we've been diligently investigating the concerns raised by Mr. ****** ******* regarding the pool cover purchased from our company. Upon thorough review and extensive communication with the manufacturer, ******, we've reached a definitive conclusion regarding the product in question. It has been determined that the cover acquired by Mr. ******* not only meets the specifications for the correct cover with additional padding features but is actually an improved model with enhanced padding compared to his previous purchase years ago. ****** conducted an inspection by retrieving the cover from Mr. ********* residence and scrutinizing it at their warehouse to ensure all elements were in accordance with the product's specifications. Photos were subsequently provided to us by ******, affirming the correct installation of the padding within the cover. It's important to note that advancements in the product design have evolved over the years. Initially, the padding was indicated by stitching on the top surface of the cover. However, ****** has implemented an upgraded method, incorporating additional padding throughout the entire section of the cover in larger, more durable squares. This revised construction enhances the cover's durability and effectiveness. Our team has engaged in extensive dialogue with Mr. ******* to address his frustrations stemming from the lack of visual confirmation of the padding. To alleviate his concerns, we offered compensation of $1,100.00 as a gesture of goodwill for any inconvenience caused. Regrettably, Mr. ******* declined this offer, insisting on a full refund while retaining the cover already installed on his pool. Despite our earnest efforts to resolve this matter amicably and in adherence to the manufacturer's specifications, Mr. ******* remains unsatisfied. Attached documentation from ****** validates that the cover aligns precisely with the intended design. Considering these circumstances and our commitment to customer satisfaction, we find no grounds to offer a full refund. We've exhausted all avenues to address Mr. ********* concerns but have been unable to reach a mutually agreeable resolution. We remain committed to upholding the highest standards of product quality and customer service. Should you require any further information or documentation regarding this case, please don't hesitate to reach out. Thank you for your attention to this matter. Sincerely, Beth C Customer Service Manager

• Initial Complaint

  Date:10/11/2023

  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.

  Last October I bought a ******* ******** **** cover for my above ground pool. It covered the **** for 8 months and came apart at the seams at the edge of the **** cover. I supplied pictures of the damage when I contacted **** ********. They said that it was not do to a defect in the cover so the warranty was no good. They said that it was due to not being properly installed or to windy conditions. We have been covering this **** for 23 years and never had a problem with the cover not withstanding the weather conditions or not being installed correctly. If this **** cover is not built to handle windy conditions etc. the consumer should be made aware of it and it should be stated in the advertisement.

  Customer Answer

  Date: 10/09/2023

  i forwarded the correspondence with **** ******** to ************************** Please let me know if this is sufficient. 

  

  Business Response

  Date: 10/12/2023

  Hello, I hope this message finds you well. We wanted to provide you with an update regarding a recent customer interaction. On October 11th, our company had a conversation with the customer, and after a thorough review of the provided photos, we have approved their warranty claim for the 18' x 38' oval mesh winter cover. The customer was charged a proration cost of $15.66 for shipping and handling, along with a tax of $0.94. To keep you informed, we have attached a copy of their order for your reference. The item is scheduled to be shipped from our facility on October 12th. We are pleased to report that the phone call concluded with the customer expressing their satisfaction and appreciation for the reconsideration of their warranty claim. We always strive to ensure our customers' needs are met, and in this case, we are glad that we were able to resolve their issue to their contentment. Please feel free to contact us if you require any further information or if there are any additional details needed from our end regarding this matter. Thank you for your attention, and we appreciate your assistance in facilitating this warranty claim resolution. Sincerley,Beth C******** Customer Service Manager

  Customer Answer

  Date: 10/12/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Leisure Living reached out to me and complaint ID ******** has been resolved. Please let me know if I have notified the correct department. Thank you for your help in this matter.  ***** ****  

• Initial Complaint

  Date:10/08/2023

  Type:Product 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.

  Ordered a safety cover for out 16x32 pool with center end step, order shows date of 10/02/2023. Order number is *********. Ordered a 16x32 with 4 foot radius corners (not knowing what that meant as a new pool owner). The picture on their website showed a rectangular cover with a center end step, exactly what I needed. Went to install the cover and noticed it is not a rectangle as the picture on the website shows, the cover has angles cut at every corner (guessing this is what the 4 foot radius corner meant). Called and spoke to a woman today and explained I ordered off the picture on the website. She pretty much told me tough and I’m stuck with the wrong cover, saying I should know what I have. I understand part of this but the picture on their website is fully misleading. I told the lady I can understand a restocking fee or something on that line but she simply said it was my fault and I was stuck. This cover was $1092.00 with shipping and that is a huge hit to take. I would think a company that has misleading photos (not pictures of what you are actually ordering) would try to help in some way in order to retain customers. They should also update their website with pictures of what you are ordering.

  

  Business Response

  Date: 10/17/2023

  Refunded in full