Complaintsforpoolsupplies.com

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  10/09/2023

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

  

  Business response

  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 response

  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

  10/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  10/17/2023

  Refunded in full

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  05 02 2023 buffalo blizzard pool cover.10 year warranty.will not crack split or tear.cost109.oo been on pool 1 month.already split and torn.send pictures to them.now they are saying its not cover.under warranty.im talk to them to try get this relsove. to noavail. can you please help me and way. thank you.

  

  Business response

  09/07/2023

  Warranty approved as one time courtesy.  Proration cost: 0.00 Shipping cost: 13.94 Handling cost: 5.00 --------------------------- ---Total cost: 18.94Please contact us to place your warranty order.  

  Customer response

  09/08/2023

  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

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 15' x 30' solar pool cover from ********* aka ************.com aka Leisure Living via ****** on April 1, 2023 for $149.96. The cover was placed on my pool in early May, 2023 and began to deteriorate approximately one month later. My initial email to the company expressing concern is dated June 18, 2023. At first the blue bubbles, required for the cover to float, began to deflate. The company told me this was to be expected. Then the blue bubbles began to tear and fall off of the cover. This continues to the present time. Repeated attempts to resolve this issue (by telephone and email) with the manufacturer has brought no result.

  

  Business response

  08/15/2023

  we can replace this cover under warranty or issue a refund.  Warranty cost: Proration: $0.00 Shipping: $21.13 Handling: $5.00 ____________________ Total: $26.13 

  Customer response

  08/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Dear Leisure Living, Thank you very much for your offer of a full refund. I appreciate your time and attention to my concern. My mailing address is below: ****** ********* **** ** ***** ****** ***** ******* **  ***** Regards,  ****** *********

  Customer response

  08/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   Dear Leisure Living, Thank you very much for your offer of a full refund. I appreciate your time and attention to my concern. My mailing address is below: ****** ********* **** ** ***** ****** ***** ******* **  ***** Regards,  ****** *********

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ********* **** ****** pool cover with a 10 year limited warranty in March of 2022 from. My cover completely deteriorated in under 15 months. Small pieces of plastic are floating in my pool and sections of the cover have completely disintegrated. I purchased a solar reel blanket from this company to protect the cover when not is not on the pool, but this did not help to protect the cover from deterioration. My pool was completely resurfaces in January of 2022 and I wave been testing the chemical weekly to ensure the water chemistry is properly maintained with chlorine between 3 & 4 ppm. ph 7.5 and Total Alkalinity between 90 & 100 ppm. I submitted a warranty claim with pictures and was told it was not covered by the manufacturers warranty. If a total disintegration of the plastic is not covered what good is offering a warranty. The warranty states "This Warranty does not apply to damage to the cover and its bubbles resulting from accident, misuse or abuse of the product (including punctures, rips and tears), alteration or modification of the product after your purchase, or chemical damage or delamination caused by sun exposure or excessive heat while the cover is off the spa or pool or excessive chlorine exposure." My cover has not been damaged and has more then just bubble damage. It has been maintained and stored according the Warranty maintenance instructions.

  

  Business response

  07/20/2023

  The product is covered under the manufacturer's limited warranty. The pro-ration cost of the item is $0.00 and the actual shipping charge is $18.79 plus a handling fee of $5.00. This totals up to $23.79 plus tax if applicable that you will be responsible for and can be paid for by a credit card. Please contact our customer care department at ************** and please reference your Customer Record # ******* **** ******* and they will be able to process the warranty for you, as your account has been noted. 

  Customer response

  07/21/2023

  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

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 13, 2023: Scott, from ***********.com assured me that the solar heaters would work with my pool and that I could easily do the installation by myself - in hopes of avoiding everything that eventually happened later. April 17, 2023: Purchased ********* ****** ***** ******* (2) from ************.com for the amount of $546.70 total. Received within an appropriate amount of time. May 7, 2023: I reached out to customer service with many questions on installation and per DeeAnna, Custom sales customer service lead, the installation steps are as follows: Pool skimmer and then outlet > filter > heater > cut existing pvc pipes > install the 2 solar units (somehow) > cut existing pvc pipes again > back to return line > inlet into pool. After hearing this, it was clear that I would need to excavate the current piping configurations that are buried underground below dirt, rock, and a cement pad. I was assured once again, that I could do this installation by myself. May 23, 2023: After quickly coming to a conclusion that I could not do this, I inquired about returning the items and a refund, and requested pre-paid shipping labels. I was denied the shipping labels. I then called to arrange a ***** pickup (as these are two very large boxes) and as I did not have shipping labels, I could not schedule for a pickup. May 30, 2023: Borrowed a family members truck, as these two boxes are too big to fit in my SUV, and I went to my nearest ***** store, where it costed me $348.98 to ship these two boxes back to Tonawanda, NY. June 1, 2023: Items were delivered. June 14, 2023: Asked for an update where I was told that “items did not come back in saleable condition so a restock fee has been applied. Refund process at $427.98.” I was told that there was “dirt and grass” on them. July 7, 2023: Seeking payment for $467.70 from Leisure Living

  

  Business response

  07/13/2023

  A refund has been issued of $118.72 for the restocking fee. Had we given labels, the cost would have been roughly $148.00. We will issue $100 in store credit to the account as a courtesy. 

  Customer response

  07/13/2023

  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

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a pool liner for my 24 foot round pool in July 2021 used the pool the rest of that summer. I also used it in the summer of 2022 no problems. This year when I opened my pool I found the liner tore around the intake valve and they don’t want to stand behind their warranty on the liner claiming the intake valve wasn’t put in properly. I want to know why it worked fine for two years without any problems? I want my money back or a replacement liner.

  

  Business response

  07/14/2023

  Approving warranty as a courtesy. Please contact us to place the order.   **** ********Description: ********** **** ***** ********* ******* ***** **** * ** *****Proration cost: 112.50 Shipping cost: 17.63 Handling cost: 5.00 ------------------------------Total cost: 135.13 

  Customer response

  07/14/2023

  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. Regards, **** ******** Credit for the different because I went with a different company. I didn’t want to go all summer without a pool.

*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. ↩