ComplaintsforPoolwerx Corporation Pty. Ltd.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is concerning Poolwerx corporate franchise business. Poolwerx sold me a pool filtration system that cost approx. $1500. Not even 3 years later, I can no longer get filters for this system. So my filtration system is useless and needs to be replaced. I am not even demanding Poolwerx to install a new filter system. I will meet them in the middle and have the new system installed. What I would like, is for Poolwerx to provide me with a comparable filtration system that I can get pool filters for currently. They sold me a filtration system that was a european based model.

  Business response

  06/08/2023

  This complaint was misdirected and incorrectly assessed.  I operate the Poolwerx franchise in ******, *****.  This customer is in *********, *******.  We are independently owned franchises and, in checking with the corporate office, the *********, ** franchise was terminated years ago.  Again, this complaint was against another independently owned business and should in no way be assessed to my business or reflect in any way against the reputation of my business.

  Contact information for the Poolwerx Corporate HQ is as follows:

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

  They may be able to assist in resolution.

  Customer response

  06/15/2023

  Hi,

  The owner of that franchise is correct.  I meant to submit this complaint against the Poolwerk Headquarters office.  Can you please change the complaint to correct business?  The business the complaint is on is:  Poolwerx Corporate HQ - ******************************************************************************************

   

  Thanks 

  Business response

  06/19/2023

  Good Afternoon,

  *************** to the complaint filed regarding the above mentioned filtration system. After being contacted initially, we reached out to the manufacturer and distributor of the filtration system. This product is no longer being manufactured and the warranty of the originally purchased product is expired. This was communicated back to the customer.

   

  Thank you,

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

  Franchise Business Consultant- Poolwerx

   

  Customer response

  06/22/2023

  I am rejecting this response because:  This is completely unacceptable for a franchise business to treat the customers.  They have plenty of filter systems in stock, they could remedy the issue by sending me a new one.  As a franchise business it is up to corporate to fully vet the product lines they are representing and selling.  I can list tons of examples that are related to this that any other company would stand up and do right by the customer.  On top of all this, they get filters at wholesale prices.  At least make me an offer to buy a Jandy 200 at a discounted rate.  The business is not taking responsibility of this claim at all.  What if you went to ********** and bought a light and then 3 yrs later couldn't find a bulb for it or if you bought a new AC system and then 3 years later could not find filters for the system.  How would you feel, what would you do...put yourself in my situation.  Why are you so unwilling to make a compromise with me?

*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. ↩