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:09/16/2024

  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.

  November 30, 2023 - Order #********* - $143.12 ( $120.67 part; $22.45 shipping) for Sundance Spas - LED Lighting, Footwell LED, Multi-Color, ************** (SKU ACT-6560-136).12/1/23 - received the following email: Dear Customer,We apologize, we have an unexpected delay on this part, but they are expected by 12/22 from the factory. Would you like for us to hold the order and ship then or cancel the order for you? We sincerely apologize for the unexpected delay. These delays are unusual, but they are an unfortunate product of these crazy times.- ****** ******** ---12/10/23 - I responded to hold the order and ship when available.12/11/23 -- ****** ******** responded 'We thank you for your understanding. "1/5/24 - I emailed requesting an update, as it was past the 12/22 date provided.1/9/24 - ****** ******** responded "Unfortunately these did not arrive as expected our *** was pushed out to the 1st week of February. "1/27/24 - I replied that if there were further delays that I wanted to cancel the order and have my money refunded.1/27/24 - ****** ******** replied "We thank you for your understanding."No further communications.I left a voicemail 9/16/24 indicating I would be filing a complaint and that I thought their business was a sham.

  Business Response

  Date: 09/17/2024

  Thanks for calling our attention to this issue. We have cancelled and refunded your order. A copy of the refund is attached. 

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  The heater on our spa stopped working in the last year or so because my wife has been going through cancer treatments and wasnt able to use the spa and with all the treatments it wasnt a priority. After treatment she is able to use it again and it is really helpful with all the body aches and pains. So I ordered a part for my spa based on what the website said was a direct replacement. I received it late with no tracking info but was just happy it finally came. I was in the process of looking at it and company with my old part and realized it wasnt the same. I called and tried to get in touch but no answer so I left a voicemail. It wasnt returned. I emailed with my issue and my email wasnt returned. After trying to call multiple times I finally got someone to answer the phone and he told me I it was a direct fit and I was wrong about it being wrong. I told him I found the correct one on their website and after telling me I could just do this or that to make this one work he finally agreed it was wrong. I did what he said and went through the website once again and after days finally got the info to return it and paid the $50 to ship it. They received it on a Monday and I hadnt heard from them so I called multiple times and left voicemails with no response. Finall on Friday I got ahold of the same person and he told me I would have to pay for another part and they would get my refund processed I. 7-10 days and I said I would just like to pay the extra and get the correct part. He said they dont do that and I said ok then I would also like my shipping back as your website was wrong and the part didnt fit as it said it would. He again told me I could have made it work by modifying my hot tub and I said Im not going to do something to my hot tub that wasnt necessary and Im not a tech so I just want the right part. Still waiting on my refund. This company is a joke and what started out as a way to help my wife has ended up being just the opposite.

  Business Response

  Date: 08/17/2024

  Hi *****,

  Thanks for reaching out to us regarding your Order #*********. We see that your Order #********* was returned to us under RMA WPO-*********-REF-KA, and our returns department checked it in and the order has been refunded. A copy of your refund is attached here for your reference. Please let us know if you need anything else. 

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 
  

  The part I ordered was the part that your website showed was a direct fit for my spa. It was not and upon calling your customer service, the man I spoke with wanted me to modify my hot tub to make it work after he argued with me that it was correct. Finally he agreed it was not the correct part. I paid $ ***** to ship a part back that was wrong by no doing of my own. I want my shipping returned also. 
  
  Regards,
  
  
   

  
  

• Initial Complaint

  Date:06/21/2024

  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 made a purchase on 5/13/2024. I received a tracking number for it. As of 6/21/2024 it is still saying label created. It has not shipped or anything over a month later.

  Business Response

  Date: 06/21/2024

  Hi Raychiel,
  
  
  Thanks for bringing this to our attention. This order was shipped on May 14th, but you are correct that the tracking shows no movement. We will file a claim with the **** regarding this shipment. In most cases like this we send another shipment immediately, but we received a notification from a complaint filed with the BBB, so we will get this order cancelled and refunded for you. We apologize that the **** did not deliver this package. We will get the claim filed now and your order cancelled and refunded for you. 
  
  
  
  
  Sincerely,
  The Team AT ***

• Initial Complaint

  Date:05/22/2024

  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 Viking spa VL406 topside panel on May 12th 2024 at 1:20 pm in the amount of $135.00. I also paid for 3 day shipping which cost $15.45. Tax was $9.03. Total charged to my card was $159.48. Today is May 22nd 2024 and I still have not received my order. I have called and left multiple messages including 2 messages today and it always goes straight to recording and only lets you leave a message. I received one call back on May 21st 2024 from someone who said they can't figure out what is going on and would call me back later the same day. Of course no callback from him. I also sent a tracking request which I received an email on May 19th stating they received my request and to wait 24 to 48 hours for response. Well it's been 72 hours plus with no response. I don't understand what is so hard about either getting me my order or at least letting me know what is going on. At this point someone needs to contact me immediately with an explanation and they need to overnight the order to me at their expense. I paid for 3 day shipping and expected the part a week ago.

  Business Response

  Date: 05/22/2024

  Hi *****, 

   

  Thanks for making us aware of this issue and we sincerely apologize that the package wasn't delivered on time. We have requested that ***** return the shipment to us once they locate it and we have refunded your order in full. 

   

   

  Cancelled and refunded per customer request. ***** is returning the shipment to warehouse #3 under claim #C-115748531
  
  - The Team At PSS

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 online order and my credit card was promptly charged for the item. I did not get an update so after I week, I requested an update status via their website. Three days ago, I received an email apologizing for the delay that included a **** tracking number. Fast forward until today, the tracking has not moved because the item had not been handed over to **** so I called. After finally getting in touch with someone via the technical service option, a gentleman tells me that they are waiting on back ordered seals. I asked why I was not informed as I have now wasted time waiting on the item. I told him to just cancel my order since they didnt fulfill it and he said that it had already shipped. I asked how it had shipped since they were waiting on the seals. He said that I can dispute it with my credit card company and thats what I plan to do. In my opinion, avoid this company!

• Initial Complaint

  Date:02/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 2/20/24 I ordered a pool pump capacitor item # *********** order #*********. Before ordering I read the websites return policy which indicated you merely need an RMA number in an item needs to be returned. I received the capacitor, read the instructions about its' installation and then installed it per the instructions. The pump still didn't run and I removed the part immediately. The part is still in its' original new condition. However, upon emailing the company they advise they will not issue an RMA # due to the fact it was briefly installed. For all I know the part is defective as I have no way of testing it. I'm registering a complaint and requesting a refund.

• Initial Complaint

  Date:10/12/2022

  Type:Product 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 a circulation pump from Pool Spa Supplies in June 2022. In August 2022, the pump suddenly quit working. I called and inquired about a Warranty Claim since the pump has a 1 year warranty. I spoke with the supervisor of the Technical Support Department, who said I needed to test the voltage on the pump first before moving forward. My husband tested it and gathered all the information they requested. The supervisor then said I would be receiving an email with the RMA number and instructions for returning the pump, along with an email of when the new pump would ship. Today is October 12, 2022 and I have yet to receive any email regarding my claim or my new pump. I have placed multiple phone calls, left voicemails and emailed the supervisor that I previously spoke with. I have called customer service and complained, to which I was told she would look into the matter and call me back personally. This entire correspondence has lasted over 8 and a half weeks, to which again the company isn't answering my phone calls or emails in regards to the situation. Needless to say, I am extremely unsatisfied with not only my defective part but also this company's customer service on the entire matter. I have been patient and was willing to wait and get the replacement pump from them. This company has completely wasted my time and my money. At this point, I would like the company to just refund my purchase and I will order a pump from a different company with what I can only imagine will be better customer service.

  Business Response

  Date: 10/12/2022

  HI Kelly, thanks for reaching out to us. I see that an RMA was created in our system, RMA #509808 for the warranty, and it shows that a replacement pump was sent out and is en route. Being that you don't want a replacement we will need to get with our shipping department when we open in the morning and see if we can reroute that repalcement pump back to us. We will get started on this for you immediately and flag it in our system. In the meantime, please go ahead and get the defective unit sent to us for warranty refund. We have updated the RMA in our system to show that you do not want a replacement and that you want a refund. Please follow the warranty return instructions below:

   

  Please return the warranty part for refund to:
  
  
  Pool Spa Supplies
  Returns RMA: SF-100154902-REF-MS
  11914 5th ST
  Houston, TX 77072

   

   

  Tell us why here...

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  If that is the case, then where is the tracking information? Why was I not provided with the RMA number? Why did not one of the MULTIPLE people I spoke with return my phone calls or emails about this issue? Even the customer service representative who said she would call me back personally with information. How can I trust I will get said refund once you receive the defective part considering all that has happened up to this point? This complaint and entire situation could have been avoided had anyone from the company actually done what they said/their job. I do not believe they are actually going to refund my money at this point. So I am just supposed to eat $200?   

  
  

  Business Response

  Date: 10/19/2022

  Hi Kelly, sorry for the confusion. So you do not want to return the defective unit for refund now? You reply indicates that you do not wish to return the part for refund, but it wouldn't make sense to keep a part a part that you have deemed defective. If you do wish to return the part for refund, please send the part for refund to the address below.

   

   

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
   I have shipped the defective pump to the return address provided in the initial message. 
  

• Initial Complaint

  Date:10/11/2022

  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 ordered a circuit board and it was the wrong one. I returned it, followed the instructions but, to date, I have not received a credit of $432 00 I ordered the correct one and received it. The second one works great. It’s been over 2 months with numerous phone calls, emails with no satisfactory results. No refund!!! Please help me ****

  Business Response

  Date: 10/12/2022

  Hi **** **********

   

  Thank for reaching out to us. We've working on your case and are hoping to get some clarification from you. Did you fill out our returns form to get an RMA number from our returns department for the return? We don't show that you filled out that form on our website. The RMA sets up and order for return and ensures that the correct steps are taken to ensure the return in sent to the correct location to be checked in and dealt with accordingly. You can find that information at: https://pool-spa-supplies.com/returns

  Can you please assist with a few questions so that we can locate this return?

  1. To which address did you send the return? 

  2. What is the return tracking number, and company was it shipped with? 

  3. What was on the outside of the box? We assume there is no RMA number on the box, but is your name on the shipping label under the return address? Any other unique demarcations? 

  4. What was the reason for return? 

   

  We apologize for any inconvenience. All companies have these steps for making routines to ensure this process is smooth and seamless, but unfortunately the step weren't followed for this return. We will need a little assistance in locating this return. 

• Initial Complaint

  Date:09/14/2022

  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 ordered a set of pool twist lock hose . My credit card was charged immediately for the product and shipping. I’ve waited almost a week hoping for a confirmation of shipping with a tracking number. I called twice and left a voicemail. wrote email and no response yet. No follow up to my calls and email is wrong especially if they billed my card already. I want an answer now, or a refund.

  Business Response

  Date: 09/15/2022

  Hi Martin, we've had our shipping department cancel the shipment and we have cancelled and refunded the order for you. Please let us know if you need anything else. thank you. 

• Initial Complaint

  Date:08/24/2022

  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.

  7/1/2022 We ordered a part *acuzzi® Spas - ******, ***** Salt Chlorinator Salt Cell - 53766, 81452 SKU: 81452. 7/16 We received an email saying there was a delay with the product. 8/24: We have called over 15 times and it always goes to voicemail. No one calls back. We have emailed them numerous times, no one responds.

  Business Response

  Date: 08/25/2022

  HI Ryan, 

   

  We received a request form you to cancel your order on the 24th and we cancelled and refunded it for you immediately and sent confirmation. You order has already been canceled and refunded.