Complaints

This profile includes complaints for S R Smith LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  S R Smith LLC

  1017 SW Berg Pkwy Canby, OR 97013-3900

• 

  S R Smith LLC

  PO Box 400 Canby, OR 97013-0400

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:05/11/2024

  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.

  Purchased a Fiberstar 6004 metal halide illuminator recently and the entire unit stopped working. Worked through all of the trouble shooting per the owners manual to no avail. Filed a warrant claim on their website with all information and details.After several attempts for a response they have not responded.I am expecting a new unit to be shipped since it is still under warranty.

  Business Response

  Date: 05/15/2024

  *******, 

  We have investigated this issue and found case 24-270598. The communication in the case shows that your warranty claim was evaluated by an SR ********************** warranty representative and a replacement order, 784695, has been processed. 

  Customer Answer

  Date: 05/15/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/15/2024

  Type:Delivery 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.

  SR ********************** Legacy Platform PO: ******** Deposit of $8,127.66 paid January 23, 2024 Date of Submission: January 18, 2024 Date of Delivery: February 28, 2024 We place an order for 6 SR ********************** Legacy Platforms for our small summer swim league. The platforms that were delivered to us were defective in that they were the opposite design of what was ordered. We considered many possibilities but we very specifically ordered the platforms with right-side steps as a safety precaution for our swimmers due to the proximity of an anchored lifeguard stand. During the time frame between delivery and final decision to send the defective blocks back SR ********************** was extremely slow to respond to our request for a solution. When they finally did offer a "solution" it was an abysmal amount of compensation for us to keep the defective blocks (not even the cost of 1 block). In the end because it was a safety concern to keep the defective blocks we opted to return them and get new ones made with the correct configuration. Once again, SR ********************** has been extremely slow to send any updates or information on timeline for production, shipping or delivery. Because of the amount of time wasted between receiving the defective blocks and making the decision to send them back for new ones, we now are not sure if we will receive the new blocks in time for our upcoming season (especially with the lack of information). We are a small organization that has worked hard to fundraise and save the funds for this purchase over a period of several years. This has been an extremely frustrating and disappointing experience for our team.

  Business Response

  Date: 03/19/2024

  We apologize for the delays in communication. A replacement order has been placed for new block frames and we are currently working on determining an estimated ship date. Once the new frames are delivered a sales rep will install the footboards and hardware from the old starting blocks onto them. We will continue to update as the order progresses. 

• Initial Complaint

  Date:01/02/2024

  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.

  ******* 2021 we had a pool installed and given warranty of lights and pool equipment not good a experience we are at this point trying to get manufacture stand behind warranty talked to customer service told fill out warranty form the form website it errors out will not take info or pictures .I see trend just like installer do anything to get out of standing behind product tried calling back sr ********************** told only way warranty need pictures but website will not accept form. All want lights fixed and people stand behind there word not hiding behind bad web sites

  Business Response

  Date: 01/08/2024

  We apologize for the difficulty in receiving help with this issue and for our website not functioning correctly. Since this complaint was filed one of our lighting specialists reached out to determine the issue and how to resolve. A no charge order has been placed to send replacement product under order number ****** that is estimated to ship the week of 1/8 via FedEx. 

  Customer Answer

  Date: 01/08/2024

   
  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.
  
  Sincerely,
  
  ************************* And want to thank *************************** for helping me 

• Initial Complaint

  Date:09/07/2023

  Type:Delivery 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 ordered a turbo twister slide on June 30th. We were originally told it would take about 4 weeks to receive. 4 weeks passed and then we were given the estimated date of mid August. That didn't happen. When I check the order tracker the estimated ship date keeps changing. It was pushed again to September 6th. Today is September 7th and it still has not shipped! My kids have been so upset about this. They were so excited to be able to use this slide before the summer ended and we kept telling them it was coming, but now it looks like they will not be able to use it before the end of summer. I just want my slide! When I call customer service, they can't tell me where it is or when it will ship. My order number is CZ168069.

  Business Response

  Date: 09/07/2023

  Our shipping department has confirmed that this order shipped today 9/7 with ******* Express, tracking/PRO number 0020397684. 
  We apologize to you and your family for the delay in shipping your slide. We have been experiencing supply chain delays and manufacturing constraints, and as a result we have fallen behind on some our lead times. We recognize that this is an inconvenience and our production team has been working hard to ship our open orders as quickly as possible. Again, we apologize and hope that you are able to enjoy your slide before this pool season is over and for many years in the future. 

• Initial Complaint

  Date:05/02/2023

  Type:Sales and Advertising 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 had a pool installed with an SR ********************** FLED-TM-C-50 ******** Treo Micro LED Pool Accent Light July of 2022. A month later, it leaked, leaving a burn **** on the side of my new pool. They replaced the light and the same exact problem occurred again two months later. No word from SR ********************** in why this manufacturing defect occurred (and many others lights have failed) and no word on another replacement. I paid thousands of dollars to install a light that doesnt work. All I want is a light that works and a warranty that is honored.

  Business Response

  Date: 05/04/2023

  Customer had been working with an employee that is no longer with the company.  Our customer service team is working with the customer to resolve the issue.

• Initial Complaint

  Date:09/13/2022

  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.

  **This is our 2nd complaint through BBB, the first complaint was marked as resolved because the new slide was finally shipped but had major defects which we had to return and now are back to square one**. From the beginning - We purchased a SR ********************** Turbo Twister Right Gray Granite slide back in ******* of 2022. Once our slide was delivered, unboxed and assembled we noticed bubbling in the plastic. We immediately called SR ********************** and explained our issue. They mentioned having some issues with their molds and would issue a warranty claim after us sending pictures of the slides defect. Warranty claim 22-152788. This warranty claim was placed on 5/10/2022. Every week since the claim was submitted they have been saying our slide will ship each week. After that week comes and goes I call back in and they give me a ship date of that week. Its almost been 3 months of this. I have spoke with managers, etc and they all just look at the ship date, that is very inaccurate and they promise me it will ship. This is obvious that the shipping date means nothing as this has been rescheduled more then 15 times! The reason we purchased this slide back in ******* was so that our kids can enjoy the summer with it, and now its approaching the end of summer and still no slide. This is completely unacceptable. I have also tried to reach different managers several times with no call back. This needs resolved ASAP! PO: ****** - This was the first complaint. They then sent a new slide, after I paid to have to unpackaged and assembled we found that it had more defects then the first. So of course we made contact and sent back. Now we are back to the beginning with promised shipments. Its now September and about to close our pool. So a hole summer without something we originally purchased back in ******* of 2022. Please advise on an immediate solution with some sort of discount at this point to make up for everything!

  Business Response

  Date: 09/21/2022

  We are working the customer and have sent a new slide and processed a partial refund.

  Thank you,

  ****

  ***********************, Director of Customer Service
  S.R. **********************, LLC

• Initial Complaint

  Date:08/01/2022

  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 purchased a SR ********************** Turbo Twister Right **** Granite slide back in ******* of 2022. Once our slide was delivered, unboxed and assembled we noticed bubbling in the plastic. We immediately called SR ********************** and explained our issue. They mentioned having some issues with their molds and would issue a warranty claim after us sending pictures of the slides defect. Warranty claim 22-152788. This warranty claim was placed on 5/10/2022. Every week since the claim was submitted they have been saying our slide will ship each week. After that week comes and goes I call back in and they give me a ship date of that week. Its almost been 3 months of this. I have spoke with managers, etc and they all just look at the ship date, that is very inaccurate and they promise me it will ship. This is obvious that the shipping date means nothing as this has been rescheduled more then 15 times! The reason we purchased this slide back in ******* was so that our kids can enjoy the summer with it, and now its approaching the end of summer and still no slide. This is completely unacceptable. I have also tried to reach different managers several times with no call back. This needs resolved ASAP! PO: ******

  Business Response

  Date: 08/08/2022

  We have shipped the slide and shims. Copy of email communication below.

  I just left you a voicemail letting you know your slide has shipped. Old Dominion is the carrier, tracking number 59698657356.
  To track the shipment you can use **************** website and enter the tracking number into the Search by PRO Number field. https://www.odfl.com/us/en/tools/trace-track-ltl-freight/trace.html

  Thank you,
  *************************
  

• Initial Complaint

  Date:07/29/2022

  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.

  We had concluded that SR ********************** was deceptive when it sent the diving board parts as "complete" and made us believe we had an entire system, only to find out months after assembly that it was known the missing piece was not sent due to supplier issues. This brings us to the fact that we were sent a partial, unusable diving board and expected to believe it was complete since there was never any communication that a significant part was missing. We were prepared to wait 8 12 weeks for a diving board system, and if we were informed that this was not complete or could not be fulfilled, we had time to get our $2.2K back and go with another manufacturer. We now have a "jig" cemented and re-bared into our new patio (an eye sore) that can't be used for any other diving board, forcing us to depend on SR ********************** for the unforeseeable future since there is no solution to this problem. More information in the attached supporting document.

  Business Response

  Date: 08/03/2022

  Here is a copy of the email we sent to the customer.

  Hi Christian,
  
  I wanted to follow up on our phone conversation from earlier today.  Please accept my apology for the difficulties you have experienced trying to get your new diving system installed.  As we discussed, we were able to obtain a pair of springs from one of our vendors and are overnighting to you via ***** with tracking number 548021130171.  ***** is currently showing an estimated delivery date of 8/4/22 before 12:00pm.  Also, as a token of our appreciation for your business we will be sending you a $200 Virtual Gift Card, valid at multiple retailors.  You will receive a separate email in the next few days with instructions on how to redeem your gift card.  In the meantime, please do not hesitate to reach out to me directly if you have any further questions or concerns.
  
  Once again, please accept my sincerest apology for your experience. I truly hope you and your family enjoy your new diving system for many years to come.
  
  Kind regards,
  ****
  
  *********************** | Director of Customer Service

  Customer Answer

  Date: 08/08/2022

   
  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 ************ has been amazing to work with. SR ********************** did overnight the springs and I received them before noon the next day. We had the diving board all setup on Friday and a party this past Saturday. Everyone LOVED the diving board, it looks good and has a great bounce and the waterfall add to the whole package. Again, very happy to not only get answers but to actually get the springs so quickly, we are now very happy.  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/19/2022

  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.

  My wife and I purchased a Sr ********************** "Typhoon" model slide from a vendor earlier this spring, a company "Pool Supplies unlimited" in **********. It sat in our garage untouched for a month waiting for the weather to break for it to be installed. When we went to have the Slide installed, we were told that the mold was bad and the holes were not lining up and actually one of the insert threads stripped causing one of the bolts to strip and lock. I checked the internet and sure enough there were several people having the same issue with the same model slide from the same manufacturer. We contacted the pool supplies unlimited store we purchased the slide from and they stated that Sr ********************** had accepted our Warranty Claim. They were handling the claim for us but admitted it was taking longer than they anticipated, citing difficulty communicating with SRS. Weeks passed without a replacement slide and me and my wife decided that we just wanted to return it and get a full refund which they agreed. There is almost no urgency and not coordination with SR **********************. It took Weeks just to receive the packaging to ship the defected product back. They will not help set up a pick up date for the product. I have been given a reference number by the vendor and every time we call the person who is supposed to help us isn't available or we get sent to a new person and have to explain the story all over again. I just spoke to a man who gave me the run around again told me that person that I needed to talk to is not available and to send ANOTHER email to ************************************* and explain this all over for the 20th time. Its been close to 5 months, and I neither have a slide or my $3,900 back. I would think if there were know issues about their molds and your product quality that making sure that customer was 100% taken care of. Im just trierd of calling emailing and trying to do someone else's job for them. I want the 7'x3' box out of my garage and I want my $3900 dollars back.

  Business Response

  Date: 07/21/2022

  Please accept my apology for the issues you have experienced trying to return your slide.  *********************, Warranty Team Lead, has been in touch with you and is actively working with the distributor and our logistics team to facilitate a pick up and refund. Please do not hesitate reach out if you have any further questions or need additional assistance.

  Kind regards,

  *********************** | Director of Customer Service
  
  S.R. **********************, LLC   ***************************************************************** 97013
  tf ************ | direct ************ | *********************************

• Initial Complaint

  Date:06/03/2022

  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 purchased an Sr ********************** typhoon slide in April 2019. The slide had a 3 year warranty. This past week I noticed the bolts were loose and upon further examination a recessed area was cracked off. I contacted the company and supplied required documentation. I even related that I understood if it was out of warranty. I was told I could purchase a new section and was given a part number. I was told I had to go through a dealer for the purchase. Today I received an email that my product is out of warranty and the issue was caused by bolts that were too tight. They also related they dont sell sections of their slides and that I would have to spend another $3000 on a new slide.

  Business Response

  Date: 06/07/2022

  **********************,

   

  Please accept my apology for the miscommunication on our part.  As *** stated in her previous email to you, we will be sending you a replacement slide, free of charge.  Please do not hesitate to reach out if you have any further questions or concerns.

   

  Kind regards,

  ***********************

  Director of Customer Service

  SR ********************** LLC

  Customer Answer

  Date: 06/08/2022

   
  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.
  
  Sincerely,
  
  ***************************