Complaints

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:08/20/2024

  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 wish I would have done some research and read all the bad reviews this company has before I ordered with them. Like most other customers I had the same issue ordering a product from this vendor. I requested a return because this product does not work with my setup due to being an outdated or broke board. I received the same email stating about shipping and 30% restocking fee. That is just absurd especially the fee. Being that this is an outdated product that seems to have been used or returned previously due to the same issue. So now I’m being penalized for ordering from this company. I’m still waiting to hear if they would even accept my return.

  

  Business Response

  Date: 08/20/2024

  In this complaint the customer is suggesting that they received a faulty product, but in the email sent to us requesting return, that is never indicated.  In fact, the customer states "this version is not compatible.  Will not work with my unit."  The initial contact with the customer was on 8/17/24.  We had to provide information to the vendor and schedule and RMA.  The RMA was given to the customer on 8/20/24.  The product will need to be returned by the customer. 

  Also-The terms of sale are listed and must be agreed to before the purchase can be placed.  Maybe in addition to researching companies, you should also read the terms and conditions of a sale, BEFORE completing the purchase. This would alleviate 98% of the complaints that you can see online.  We can't force customers to be responsible. 

• Initial Complaint

  Date:07/25/2024

  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.

  I ordered a fence that goes around our pool, it has been nearly 2 months and the only update I got was tracking which has been "stuck" since June 21st (which was weeks after the purchase was made). No one reaches back out, and I am out nearly $200. Do not purchase from this company, it's just another scam.

  

  Business Response

  Date: 07/25/2024

  The product was actually shipped out on July 2, 2024 via USPS on tracking number 9434611899564441871709.  This was communicated to the customer on 7/2/24 at 12:58 pm.  Unfortunately, USPS lost the product and a claim had to be filed as well as a refund issued to the customer.  We are not, nor have ever been a scam company.  

  Customer Answer

  Date: 07/26/2024

  I want to also point out that their tracking information was not correct. This is what my tracking number still shows... So the fact that they say it shipped 7/2 is in fact also incorrect. 

  Moving Through Network
  In Transit to Next Facility, Arriving Late
  June 21, 2024  

  
  Departed Post Office
  SAGINAW, MI 48607 
  June 17, 2024, 7:01 pm

   

  

  Business Response

  Date: 08/05/2024

  We are so sorry the freight carrier lost your order.  A Full refund has been issued. 

• Initial Complaint

  Date:07/24/2024

  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.

  Absolutely horrible experience. We ordered a $4000 slide mid-May. Were told we’d receive the slide within 2 weeks max. We did not receive it for about 5-6 weeks. We called time and time again and were given the run around each time. After waiting a month and a half for our slide (which should have been no more than 7-10 days), the slide arrived BROKEN. We paid an installer to come install the slide…and he could not even install it since the lower flume had faulty screw holes AND the adhesive rubber was left out. I called customer service to get the issue addressed and it has been 4 weeks with NO resolution. Absolutely horrible. So just to recount: paid about $500 in shipping and was guaranteed slide delivery within 7-10 business days. It took well over a month. We never received updates despite trying. We finally get the slide and it’s broken. We are out hundreds of dollars still for the installer we paid to install. It’s been well over another month and we’ve yet to have ANYTHING done to fix the broken slide issue despite us sending all the photos, item number, etc the same day we called. So so unhappy.

  

  Business Response

  Date: 07/25/2024

  We apologize for the delay from the manufacturer on this slide.  We do not stock these in house which means we are at their mercy to ship on time.  Obviously, we are trying to help.  We have issued an order for replacement parts and are waiting for vendor confirmation of shipping the replacements.  Again, we apologize, but we are still currently working to try to correct the situation. 

• Initial Complaint

  Date:07/22/2024

  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.

  We purchased an above ground pool from them and some other accessories as well on 5/30/2024. One of the accessories we purchased was a HaywardAquatic 250Li. It did not work out of the box, so we reached out to pool warehouse and they said we have to go through Hayward and they made us do a warranty claim on it. They just now reached back out to us and said it’ll be atleast another month before they can do anything with us. I have been asking for a refund since day one because I don’t want a vacuum that we paid almost 600 dollars for to have to be immediately put in the shop. But they said they cannot give us a refund and instead have us jumping through all these hoops. I don’t want a broke piece of junk, I want my money back so I can get something else. Any help at all would be deeply appreciated. Thanks

  

  Business Response

  Date: 08/05/2024

  HI.  We are actively working with the customer in order to get the cleaner back in order to issue a refund. 

   

  

  Business Response

  Date: 08/20/2024

  Hi, as of 8/20/24, the cleaner has not been returned by the customer.  As explained to the customer, we have to received the product, before the refund can be issued. 

   

• Initial Complaint

  Date:07/16/2024

  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.

  this company has not even attempted to contact me over a $25.00 refund! how pathetic!!

  

  Business Response

  Date: 07/18/2024

  We reached out to the customer on 6.25.24 asking for return information.  We did not get a response to that email.   We did not hear anything from the customer until 7.16.24 at 10:06 when they left an inappropriate voicemail about needing the return.  If they needed the $25.00 that bad, they should have immediately responded to the original email we sent to them for information in June.  Instead, they chose to email and respond with emails such as " I can’t believe how flipping hard it is to a stupid 25$ return!!!  

  Even though we did not get the information we requested back on 6.25.24, we did reach out to the vendor to get the RMA started.  That information was passed along to the customer, the same day they called in, 7.16.24 at 3:32 pm.  The quicker they can return the item, the quicker we can issue their $25.00 refund.

• Initial Complaint

  Date:07/03/2024

  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 placed an order for a new pool transformer on June 22nd, plenty of time to have the part shipped and delivered before July 4th. I contacted them on July 1st only to be transferred to a voicemail where I left a message. I didn't receive any response, so July 3rd I contacted them again. This time I talked to a gal that said my order was "stuck" and she would have to recreate the order. I inquired about a discount since it's not my fault their system failed to send my order. She said she couldn't do a discount, but could give a coupon for my next order. I told her that wouldn't help since I wouldn't order again from this company based on this first experience. I'm requesting a portion ($10.75) of my order to be refunded due to the delay and now not having the part by July 4th. The cost would be the the total shipping cost. If my part doesn't arrive then I will expect a full refund.

  

  Business Response

  Date: 07/06/2024

  We apologize for the inconvenience of the delay in your order.  We are working with the vendor to confirm if it has or has not shipped.  We are happy to provide a refund if the product has in fact not shipped. 

  Customer Answer

  Date: 07/08/2024

  
  Complaint: 21937279
  
  I am rejecting this response because: I contacted the company again and they decided to cancel my order without my approval. They also tried claiming the part isn't in stock anymore, which is a different story than what the gal I talked to on July 3rd stated: "We have plenty of them in stock. I'll rebuild the order, it will take 2 days to get to you, and you should have tracking information sent to you within the next hour."
  

  Now after just over 2 weeks, I still have no part, they did refund my money, but my experience with this company has been awful.

  Sincerely,
  
  **** **********

  

  Business Response

  Date: 07/18/2024

  I am not sure what was rejected about the response.  The customer's demand in the BBB resolution type was that they wanted a refund.  We politely reached out to the vendor to double check if the part did or did not ship and said as soon as we found out we could provide tracking or we can refund the customer.  The vendor stated the product has not shipped, so we refunded the customer.  I am not sure what else we can do for the customer?  We don't stock these parts, so we are at the mercy of the vendor to ship these in a timely manner, and since that did not happen, we upheld the customers request for a full refund. 

• Initial Complaint

  Date:06/27/2024

  Type:Delivery 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.

  Ordered a diving board and matching base from this company may 7th. The order was severely delayed to begin with after the website claims shipping within 5-10 business days from order. I never received the order till 1st week of June. Upon receiving the order it came in wrong and the company will not make good for there mistake. I received a completely wrong diving board base and have reached out several times to get it corrected. It's been almost a month now with no help or response to remedy the issue. My last email a week ago sent a fair warning that I would pursue the next option in getting it resolved unless I hear back from them....I have not herd back so now I'm reporting the company. I ordered the correct diving board base with a new company as the summer is going by and we need to finish up our pool. I am asking for pool warehouse to refund me the diving board base as they were not interested in making it right.

  

  Business Response

  Date: 07/01/2024

  The only pictures we received were from the base.  We had reached to find out if it was only the base that was incorrect, but did not hear back.  We have now instructed SRS to go ahead and send out a replacement order and issue a call tag to have what was originally ordered picked back up to be returned.  We apologize for the inconvenience.  

  Customer Answer

  Date: 07/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21910300, and find that this resolution is satisfactory to me.

  If I do not receive the item/ exchange in a timely manner, i will reopen the case though due to the mishandling and misleading response to the issue.

  As you will see from the attached screen shot I did tell them that it was the base with plenty of identifying description of what I ordered vs what I received. I then followed that up with their request for a picture of the base. Do they knew exactly what needed to be done but became unresponsive till bbb got involved. 

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/20/2024

  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.

  I purchased a pool kit in September 2023. Winter came so I diddnt begin to install the pool until spring 2024. I had all the stuff delivered stored in my garage at this time. Once I dug the pool out and installed the walls I reliezed I was missing both skimmers to this kit. I was also missing the wall foam and the ladder and plumbing accessories. They sent extra parts not needed but I was missing parts to complete the project. These parts came to over $2000 and I reached out to them. They stated that on there end it says they were delivered. But that’s simply not true. They refused to send me the missing parts because it has been o we 60 days. They just expect me to buy $2000 worth of parts again. This is the most unprofessional company I e ever felt with. I requested the pictures showing it was delivered and they diddnt send them. They also said everything was delivered on the same day and that’s not true. The liner came weeks after. They are just lying and not an honest company

  

  Business Response

  Date: 06/24/2024

  Unfortunately, the customer negligently signed their delivery receipt free and clear.  (Ramsey Delivery Receipt is attached) They did not sign for anything missing or damaged at the time of delivery.  The customer also negligently did not do a full inventory at the time of delivery, nor within the 30 day window they had report any missing items.  The shipment photos were sent to the customer via their support ticket on June 19, 2024 at 12:08 pm via their support ticket where all of the written communication with this customer has occurred. (Ramsey Shipment Photos attached). Lastly, Ramsey Delivery Instructions is also attached showing the customer read, and initialed the sections stating they would do a full inventory at the time of delivery as well as sign for any items missing or damaged on the freight carriers delivery receipt at the time of delivery, which they negligently ignored.  The last page of that document has been intentionally left black because it has personal contact information for the customer.

• Initial Complaint

  Date:06/18/2024

  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.

  I purchased an inground pool kit from Pool Warehouse on April 24, 2024. The shipment, which arrived on May 9, 2024, included a lift gate service delivery that I paid extra for. However, the delivery was unprofessional, and I noticed damaged and missing items during the ongoing delivery process that took over an hour. Following instructions from Pool Warehouse, I marked the delivery receipt as damaged, conducted a final inventory, and completed their damage claim form. Despite following the instructed process, I was later informed that these steps were incorrect, which delayed the claim. This situation has caused significant inconvenience, forcing me to reschedule with contractors and use personal time off (PTO) unnecessarily due to the incomplete pool kit. On May 23, after several weeks of waiting, I contacted Pool Warehouse to request the expedited shipment of the damaged and missing parts. They informed me that I could only receive the parts quickly by paying for them upfront and awaiting a refund post-claim. Desperate to progress, I paid an additional $2078 for these parts. Unfortunately, when these parts arrived on May 31, some were again damaged, and I had to repeat the claim process. Due to these repeated issues and unsatisfactory responses, I am seeking a refund from Pool Warehouse for $2078.

  

  Business Response

  Date: 06/24/2024

  Please see the attached Delivery Receipt for the customer's original order.  As you can see, the customer Negligently signed this as "Subject to Inspection".  Please see the Missing/Damaged Items form as well as the Delivery Expectations Forms also attached that specifically show the customer the highlighted and called out sections to properly sign for the damages.  The customer initialed this saying they understood the process, yet failed to do so.  These forms are sent out at the purchasing of the pool kit before the order is sent to production so the customer has adequate time to prepare.  Because, even though they agreed to properly receive their product, the failed to do so and now this means that the damages fall under a Concealed claim, and not a normal freight claim.  This is the reason for the delay.  At best, the Freight carrier is only obligated to pay 1/3 of the cost of the claim, and can take six weeks or longer for the carrier to finish their investigation. The customer tied our hand, but had also scheduled the installation before having all of their product in hand ready to be installed, which again, we make sure they understand not to do that prior to the order going into production.  If the customer would like to see additional compensation, they will need to reach out to Estes Express, who performed their delivery.

  Customer Answer

  Date: 07/09/2024

  This is absolutely ridiculous that the complaint is being closed without any resolution.
  I was lied to for over a month about receiving a refund for my initial claim. I forced to pay an additional $2000 to receive the damaged and missing parts while being told that the claim is still being processed (or for some other random reason). 
  I was scammed out of $2000 and you as the Better Business Bureau find this to be an acceptable resolution? To buy a product, receive it damaged/missing, and then lied to about a claim for said damaged or missing product?
  Please help me actually resolve this issue

  

  Business Response

  Date: 07/18/2024

  As of today, July 18, 2024, we are still actively working on this case for the customer.  BBB requires responses by certain time frames, and because the customer could not be patient and help work with our customer success team, we had to respond with the information we had at the time.

• Initial Complaint

  Date:06/14/2024

  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 an 8 ft round above ground pool from Pool Warehouse on April 4. It arrived via LTL carrier and was completely shrinked wrapped. I saw no damages. After I hired a pool installer, he began putting the pool up and noticed they sent a 6ft liner for an 8ft pool, along with noticable scratches on the vertical uprights. This was a $2800.00 pool. When I called to complain, a lady by the name of Renee basically called me a liar. She said that there was no way this could have happened. After many emails and pictures sent, she decided on her own to send "piece meal" parts to fix the issue. I refused delivery because I had already told her I just wanted a refund at this point. Nothing was workable except for the pump, which I gladly offered to return. I am currently in dispute with my credit card company because she wouldn't even try to help me further. It's June now, and still nothing has been resolved. Faulty product and terrible customer service. I could possibly be out almost $3000.00 because of this, and nothing to use. Not to mention I paid the pool installer $300.00 Please help me resolve this issue if possible. Thank you in advance.

  

  Business Response

  Date: 06/24/2024

  The pool kit was promptly shipped on April 4, 2024, via FedEx (pro number 273001766088) and received by the customer on April 9, 2024. The customer did not report any damages at the time of delivery.  On April 13, 2024, the customer reported that their liner did not fit. We requested photos, which were provided and forwarded to the manufacturer. The photos indicated that the pool was already erected. On April 14, 2024, the customer reported scuffed rails, and these photos were also sent to the vendor. The manufacturer determined that the scuffing could not have occurred during transit due to the packaging method. It was concluded that the scuffs likely occurred when the installer dragged the rails. This was communicated to the customer, who insisted that the installer did not drag the rails. However, the evidence suggested otherwise. As a gesture of goodwill, we shipped a new liner and new rails to the customer on April 18, 2024, via FedEx. The customer refused this shipment.  The customer must accept the FedEx delivery of the replacement parts. Pool Warehouse has taken all necessary steps to resolve the issue and provide a satisfactory solution, which the customer has declined.  Is the customer was actually looking for support, we made EVERY attempt to help, but the customer refused to accept our best attempts to resolve the situtation.
  
  

  

  Business Response

  Date: 07/01/2024

  Again, As a gesture of goodwill, we shipped a new liner and new rails to the customer on April 18, 2024, via FedEx. The customer refused this shipment. It is clear the customer is not looking for resolution, but free product, as they could have received it on May 10th.  The customer was prompt in emailing: "Update: Shipment was refused and FedEx will be returning to sender".  If the customer was looking for the the products they claimed in this dispute, they would have received the parts over a month before filing this complaint, and could have been swimming already. 

  Customer Answer

  Date: 07/01/2024

  
  Complaint: 21851434
  
  I am rejecting this response because:

  I don't want a free product. I just wanted you to accept responsibility for your actions. I told Renee to NOT ship your "tips and tricks" products, but she did anyway. I just asked for some liability on your part for calling me liar and sending me faulty equipment. Your Vienna Can has been disposed of to the metal recyclers. It is super clear at this point, all your company cares about is sending out faulty products and sticking it to the customer.

  I will use social media and word of mouth to make sure people know what they could possibly be getting in to if they decide to do business with you guys.

  You have a great 4th of July.
  
  Sincerely,
  
  ******* *******