Complaintsforpoolsupplies.com

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No one answers emails or phone to assist. Unable to perform routine maintenance on pool cleaner purchased 4 months ago due to poor or inaccurate owner manual instructions for changing diaphragm. Warrantied for 12 months.

  

  Business response

  06/27/2023

  We have issued a full refund to the customer.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a liner from this company upon receiving the liner and attempting to install it. I noticed that the liner was defaulted from factory. There was discoloration stretched out and the size was not right. I called to see if they can help me, and they told me that the liner was nonrefundable, that I would have to send pictures to show that the liner was defaulted from manufacture, so I did I sent pictures waited and waited for a response, did not receive a reply back from them. I tried reaching out to them again they told me they did not receive the pictures that sometimes in their system if you send too many pictures at a time they will not receive it to try again sending one at a time which I did. After many emails back-and-forth, they told me that they could not help me, and that the liner was nonrefundable. My biggest thing was that the pool busted because of the liner and almost killed my husband in the process. Now my pool is completely damaged and destroyed. The liner is tore to pieces and they are not doing anything to help me all I really wanted was my money back at this point I will no longer do business with this company, as they have been horrible to deal with, and they have no compassion for their customers or their situations the quality of the liner that I received was horrible I had pictures to prove and still they did not help me. Thank God nothing happened to my husband in the process of this pool completely getting destroyed and collapsing on us the most horrible experience I have ever dealt with.

  

  Business response

  06/06/2023

  Information provided by customer has been inconsistent.  We never received photos showing the discoloration and damage to the liner. Customer claims to install pool liners professionally. If the liner seemed to be discolored/damaged upon opening, they should have immediately reached out for replacement. Based on our phone records/notes this seems to be the customer's error purchasing an incorrect liner.  Our response to the customer:  "Thank you for the pictures. We have reviewed the notes on the account and the phone calls we have received. You stated that you purchased a 27 RD pool from a friend who told you it was a 28 RD, upon installing the liner that is when you noticed the liner was too big so you were trying to return it. After looking at the pictures, we believe this to be an installation error with the pool and not the liner as the liner would have been too big.  If you believe your pool to be a 28-round, please provide pictures of the measurement of the pool. As of right now, the liner is not returnable." 

  Customer response

  06/08/2023

  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,  ******** ***** We thought that was the case being the liner was loose around the top edges and we can no longer send pictures or measurements of the pool as we have taken the pool down as it was destroyed in out last email. We did not want the kids playing around all the metal . The guy advertised the pool as 28 and we ordered a 28 liner. When we installed the liner, we thought maybe it was a 27 from the liner not fitting as it should. What else would you like us to do ? We had a problem with the liner from day one after receiving it we tried to correct the issue while it was still new and not filled and you would not help us in any way! We had no choice but to try and use the liner as you would not help us at all! I'm sure the recorded phone conversation shows that ! We had a catastrophic failure from a leaking seam in your liner that caused the ground to wash out from under the liner as we have stated before. The installation of this pool was all but perfect as we have installed numerous new pools for our customers. Clear and compacted sand base with reinforced edges from clay ground. Sincerely, yours, ******** *****

  Customer response

  06/08/2023

  I’m sorry for the misunderstanding. What I was referring to was that we owned a pool business for over seven years and we have installed many above ground pools. We are highly experienced in installing above ground pools and have about seven years of experience doing so. I strongly believe that the set up of the pool we installed was done properly and up to code. This was not a pool for a customer, It was for us. The problem from the very beginning has always been the liner and the poor quality of it. Unfortunately do to this liner we bought from this company we are left without a liner or pool, it was completely  destroyed. This liner was of poor quality from the beginning, we tried to reach out to the company, and they would not help us. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for a pool from this company, minutes later I realized that it was only the pool (no pump or steps) and I cancelled the order. I sent an email to the company to confirm I wanted to cancel and did not authorize my card to Be charged. A week later the pool arrives via ***** freight and they leave this 529 pound pool in the middle Of my driveway. I contacted the company to inquire as to why it was send and was told I did not cancel The order and in order to return the pool I woild have to pay shipping charges (over $500) and re-stocking fee. The item should not have ever been sent, and I should not be responsible for shipping or a restocking fee. I am hoping to resolve this issue and the $3400.00 be credited back to my credit card.

  

  Business response

  06/05/2023

  BBB spoke with Administration at the business and the following was relayed: We're in the middle of sorting this out.  Our company cannot find any record at all of this customer cancelling the order.  We've searched and cannot find anything.   As per our company policy, we made numerous calls and left messages for her before we shipped to confirm the order with her.  Because the freight size is so large, we always do this.  We never heard back from her.  ********, who the product ships through, has a policy that after a certain amount of time we have to ship the item.  So it was shipped.  She refused delivery and the item is being returned.  Once it is returned, we will process a refund.   

  Customer response

  06/05/2023

  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 wish to receive a full credit back to my card as you can see from the attached documents, both ******* and **** ******* **** ****** was made aware on May 16th (which is also the date of the order) and again on May 19, 2023 PRIOR  to the pool being shipped on May 20, 2023 that I wished to cancel the order.  I am also requesting a sincere apology from ****** in Custom Sales job title Customer Service Lead as she has been very rude to me during this whole process and her customer service is less than par.   Regards,  ******* ******

  

  Business response

  06/08/2023

  Full refunded has been issued.  

  Customer response

  06/08/2023

  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.   Regards,  ******* ******

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order # ******************** Dated 10/29/2021 for 15x30 Pool Cover $142.35. Warranted for 6 years. Put into service in April 2022, has now begun disintegrating with tears, holes, large patches of bubbles falling off and general appearance of inferior quality. Photos have been forwarded to the vendor and a request orally submitted for a $100. allowance toward a better model. Request was denied and a 10% reduction on a new purchase was offered. Your assistance toward proper corrective action is requested.

  

  Business response

  03/30/2023

  This cover can be replaced under warranty. The only amount due will be the shipping and handling. Proration: $0.00Shipping: $18.14Handling: $5.00____________________Total: $23.14Please contact us to place the warranty order. ###-###-####************************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The business sells a product under deceptive description of its length of durability then to deny the warranty claim with unrealistic photo for proof. The purchased item **** ****** ultimate blue, for which the business provide ambiguous longevity information with star icons without specific years or time line. On the other hand, despite of the claim that it is the highest quality for which charge highest price, from the actual usage it didn't last more than 2 years. After first year, the bubbles has peeled and degraded resulting in little tiny pieces and scattered all around the pool and backyard due to the wind. Therefore, had to clean up to avoid clogging or as it represent health risk of being swallowed by kids during swimming or spending time at the pool. As per business, despite of the warranty is 7 years, and having requested for the warranty in third year after having to cut the cover to avoid further peeling and degradation after second year, and having to reduce from the original size from 25x45 to the size of 12x8, the business doesn't want to honor the warranty because I can't get a photo of all the little pieces that I had to clean up and throw away. As effort of filing the claim, I have provided the photo of what is left and part of it being degraded and breaking, but the business doesn't want to accept of it as is. To conclude, the business sells a product under deceptive description for higher price that doesn't actually meet such expectation. As result I am looking for full refund or replacement with same product. For reference, I attache the order invoice, photo of degrading cover, and the specification of the the longevity of the product.

  

  Business response

  03/30/2023

  This cover can be replaced under the warranty. The warranty cost is a prorated amount plus the shipping and handling costs.  Proration: $171.00 Shipping: $28.90 Handling: $5.00 ____________________Total: $204.90 Please contact us to place the warranty order.  ************** ************************ Business hours for Customer Service (EST): Monday - Friday: 9am - 6pm Saturday: 9am - 5:30pm Sunday: Closed 

  Customer response

  03/31/2023

  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.  Sent response to the business that for the case of warranty replacement the amount of $171 doesn't corresponds, and only the fees for Shipping and Handling applicable. Attached the response sent to the business. Regards,  ***** ** *****

  

  Business response

  04/06/2023

  Our solar cover warranty does state that on a blue **** ****** cover, that the proration will be 45% of the price in the 3rd year. Because this cover was purchased in 2020, the warranty proration of $171.00 does apply. As a courtesy, we can reduce the shipping handling to just our standard $10.95. Making the total $181.95 plus any applicable sales tax.  

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a ********* swimming pool cover from Poolsupplies.com approximately 14 months ago. We spent extra on the cover to get a longer warranty. The cover comes with a 7 year warranty. The first line of the warranty states that it covers material as well as workmanship. The material is falling apart. I have contacted Poolsupplies.com to begin a warranty claim. I also supplied pictures of the material pieces in the skimmer. Along with pictures of the cover with missing pieces. I was informed that the manufacturer doesn’t cover this type of failure. When the warranty says that it covers material, how could it not be covered? The cover was a little over $200.00. It had a 7 year warranty. It lasted just over a year. I am afraid Poolsupplies.com as well as Sun2solar has lost a customer.

  

  Business response

  09/29/2022

  We did offer 25% off a new cover due to the complainants dissatisfaction with this cover. Unfortunately, the damage shown in the photos provided show rips and tears, bubble damage, and possible chemical damage which are not covered under the manufacturers warranty. 
  As a courtesy, we will replace this cover under warranty. 
  

  The only cost will be for shipping and handling. 
  

  Proration: $0.00
  Shipping: $16.79
  Handling: $5.00
  ____________________
  Total: $21.79
  
  Please contact our customer service department to place the order for the new cover under the warranty. 
  Email: ************************
  Phone: **************

• Initial Complaint

  07/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pool liner from this company via ****** on Feb 16, 2022 for $498.96. When I received the liner, it was still winter and therefore did not open it until June 15 after we got the pool set up. It was only then that I realized I had purchased the wrong liner. I went to a local pool supply store and purchased the correct one. I then contacted this seller of the original liner to get a refund. They declined to refund us the money based on the fact it was past the 30 day policy and that we had opened the liner. We contacted ****** and they would not assist either. Bottom line is… had we not even opened it, they still would not have taken it back since it was past the 30 days. Even tho they were aware we purchased the liner in the dead of winter and knew we would not be able to install it until spring/summer. After looking online, I see they have awful reviews regarding their lack of willingness to accommodate customers and provide refunds. $500 is way too much money for me to eat. I need that money back and would appreciate if they would be understanding to the circumstances and provide that to me.

  

  Business response

  08/03/2022

  Customer ordered on 2/16/22. Item was delivered 2/19/22.On 6/14/22 - stated they did not receive the liner – too far past 30 days and showed deliveredOn 6/21/22 - customer contacted us stating they ordered the wrong type and it is openOn 6/25/22 - second contact to return – liner was out of package and opened and 4 months past purchase dateUnfortunately, this item is not returnable because it had been opened. Our policy clearly states opened liners can not be returned. Had it not been opened we could have waived the 30 day requirement.  We can offer a discount off the purchase of the correct liner if the customer is still in need of a liner.  RETURN POLICYWe accept returns on most orders within 30 days of purchase. A 20% restocking fee will be charged for returns. Original shipping and handling costs will not be refunded and the customer is responsible for all return shipping costs. An RMA authorization number needs to be obtained from the Customer Service Department prior to sending your order back to us. Without this number we will not accept your package and it will be returned to you.The item you wish to return must be unopened, clean and in resalable condition. Note: Not all items may be returned. For example, chemicals, custom and special orders and unfolded covers and liners are non-returnable.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a spa vacuum and it worked once and never again. I have reached out multiple times via email and their online website contact form to get this resolved but the company doesn't answer.

  

  Business response

  07/19/2022

  We have issued a refund of 65.39. 

  Customer response

  07/19/2022

  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

  06/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have asked this company more than once to remove me from their catalog and all forms of US postal junk mailings. To no avail. This company refuses to leave me alone and I filled out their online form and said the next time I will get an attorney involved. All I want them to do is stop harassing me with their junk mail and respect my right to privacy. Can the BBB help?

  

  Business response

  06/06/2022

  As requested, the customer was removed from the mailing list when they called in April. The address is no longer in our system. At that time a catalog had already been printed and labeled with the address. Due to this, sometimes another one is still received after the address removal. Any future printings of the catalog will not be sent. 

  Customer response

  06/07/2022

  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 received an email last week that the seller could not find me in their system. I was never their customer. The order I placed was through ******. I then provided the company a source code and customer code and I then received an email saying I was removed. Which is it? I also reported the seller to ****** twice because spamming ****** customers is in clear violation of their seller agreement. So no, I do not accept this answer the way it is currently written because it seems highly suspicious and I believe I am being hoodwinked. Regards, ******* ******

• Initial Complaint

  05/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Sun2Solar Blue 16 foot by 40 foot rectangle Solar Cover 1600 Series from ****** on April 13, 2021. Used cover from May 2021 through October 2021, covered pool cover with the white tarp that was included for the winter. Put cover on May 5, 2022 and by May 10, 2022 pool cover started to rip down the seams length wise of pool cover, we can no longer remove the cover without tearing and it is completely falling apart May 12, 2022 I notified customer services at ###-###-#### regarding the warranty, they asked me to send photos. In over 20 years of buying covers this has never happened we normally keep for at least 4 years. I have also asked for a warranty review. As of now we are in the process of purchasing another cover locally. Here is Pool Supplies response denying our claim. On Wednesday, May 25, 2022, 11:49 AM, Pool Supplies ************************ <************************> wrote: Hello, We have received your photos, and have had our specialists review them for warranty coverage. Unfortunately, what is shown in the photos is not covered by the manufacturer's limited warranty. This warranty only covers manufacturing defects and does not cover rips, tears, or bubble damage. The manufacturing defects covered would be true seam separation, where the layers that make the seam begin to peel apart from each other, and delamination, which is the separation of the layers that make up the solar cover. As the photos submitted do not show a manufacturing defect, the warranty claim has been denied. If you do have a photo showing one, or both, of these conditions, please submit this for warranty review. Thank you

  

  Business response

  06/07/2022

  Warranty was honored. Customer was sent a new cover on 6/6/22 under order number **********. 

*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. ↩