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:03/05/2025

  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 received a package that was opened, wheels damages, and scuffs on several parts. Definitely some parts used. Contacted them and they have the worst customer service I've encountered in years. I provided pictures within 10min of opening the box, and they tell me they can send me (not new) but buffed wheels and I would pay for shipping to them, and shipping to me. I was also told prior to ordering from ****, that if any issues with the product other than just not wanting it, Poolbots would send a paid shipping label. Use another vendor and save yourself possible hassle of dealing with an unreasonable group. I actually cannot believe they are in business

  Business Response

  Date: 04/04/2025

  Hi *******, we apologize for the situation - I understand this issue is causing some unexpected hurdles. Let me address your concerns clearly and propose our solution:
  
  When inspecting your product complaint, we took the following investigative steps:
  
  1. Verified your unit was factory-sealed and new
  2. Examined three additional units from current inventory. They all have the identical marks in the same location. We will gladly send you photos.
  3. Confirmed with manufacturer that these marks originate from their plastic production mold for this particular caddy used for commercial robot models.
  4. Developed an in-house solution through professional buffing/polishing
  
  The good news is we've successfully tested a buffing process that effectively removes these marks. Our warehouse team is ready to apply this treatment to your plastic storage caddy.

• Initial Complaint

  Date:02/27/2025

  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.

  Bought an "open box" unit on Feb 1st. Robot arrived very poorly packaged and with clear signs of use, so not an open box. Decided to keep it regardless but when tried to use the robot it was not working. After some back and forth with support they send me a return label and on Feb 10 I dropped the box at ***** as instructed and sent the ***** receipt back to the company so then can send me a new unit or a refund - what they held to do until they have the robot back. Apparently ***** lost the package and the company open a ticket with ***** that finally closed the ticket on Feb 18 as lost package - at this point I still did not had a new unit nor a refund. They kept telling me that issue with ***** was not solved even if I could clearly see on ***** site that it was solved. On Feb 25 ***** found the package and delivered back to the company - what again I can clearly see on ***** site - but when I contact the company to get my refund they keep making excuses on why they can't refund my money.Also, it is very weird that this company decides to operate under several facades, like Poolbots, Poolrobots, Premierrobotic, etc.

  Business Response

  Date: 04/04/2025

  Customer placed order on 02/01/25 for a Dolphin Sigma, Open Box Robotic Pool Cleaner. It was shipped on 02/03/25 via ***** and it was delivered on 02/04/25. Once received , the customer contacted us back and advised that it was not working upon arrival. We helped the customer exchange item and sent him a ***** prepaid label for the exchange. Customer advised he dropped the return off on 02/10/25 but there was no movement on tracking information. On 02/13/25 there was no updated movement on tracking, so we filed a claim with ***** for a lost package.. We were unable to ship the customer a replacement until the claim had been processed. On 02/19/25 customer advised ***** had located the package and had tried to deliver it to him, but he refused it, so the package was returned to us. Once the package arrived to **, we attempted to provide the refund, but the customer opened a dispute. The dispute was accepted, and the customer received their money back. 

• Initial Complaint

  Date:01/22/2025

  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.

  To start off I ordered a whats supposed to be an OPEN BOX to save a little money on the Dolphin Premier and the cart that can carry it ., Not CHEAP to say the least, when it came it came without the cart. I opened the box and the unit still had LEAVES in it and had many scratches on on the top and sides. I was like ok its a pretty used unit NOT OPENED BOX. I cleaned it out and plugged it in, worked for about 20 seconds and that was it. They would not pay for shipping to return, stating their policy was if you are unsatisfied with it you can return it. I argued with them saying UNSATISFIED ??? You guys send me a USED UNIT not an open BOX like you stated. this isn't about be unsatisfied its about you guys trying to get rid of your unsatisfied customers junk robot and to top it off they charged a restocking fee. plus they did not refund the money from the cart until i had to tell them , she was like oh i forgot about the cart , they did refund it after i had to say something. So im out $150 for shipping the thing back and $50 **** less than i paid for it. $200 on a unit they sold already and then dumped it on me. *******************.. BUYER BE **** !!!!!!

  Business Response

  Date: 02/04/2025

  Customer placed order on 12/16/24 and it was shipped via *****, tracking ************ on 12/16/24. Customer received cleaner (caddy was on backorder). The customer sent in email on 12/26/24 and requested to return his Premier robotic pool cleaner. He was sent the return instructions, along with his return good authorization number. He responded back asking if we were making him pay return shipping. Advised customer he could send in video of issue (he reported it wasn't moving) I could send it to the team to request a return label. Customer didn't respond and proceeded to drop the cleaner off with *** for return. He then requested to be reimbursed for the return shipping. We unfortunately don't provide reimbursement for shipping, which is why we had requested the video of how the unit was working. Once the return arrived back to us via ***, tracking 1ZH4K6324210532359 on 01/06/25, his refund for the cleaner was submitted and processed. Once the refund was processed on 01/10/25 the customer was notified where he then advised that he didn't receive a reimbursement for the caddy that was on backorder. It was inadvertently overlooked during the refund process (due to the backorder) but was submitted and processed for him on 01/17/25. The customer has returned all merchandise and was refunded for both items on his order, less the reimbursement he's seeking for the return shipping. The customer was also provided with a copy of the return policy. Had the customer sent in the video requested we would have requested a prepaid return label for him to return the unit and he wouldn't have had to pay the return shipping.

• Initial Complaint

  Date:01/07/2025

  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 the Dolphin Sigma from Poolbots. The tracks regularly came off (the robot often doesnt recognize this for a while and tries to continue cleaning but can only move a few feet). When the tracks do stay on, there were constant errors, where it shuts down and stops cleaning. The robot would either think its out of the pool (which it wasn't) or finally recognizes that the track has come off and errors out. I tried to work with Poolbots Customer Support team to get this resolved but ******* was unwilling to honor a return (even though I contacted support within the 30 day window to report the issues). She directed me to Maytronics, who requires you to pay to ship the unit back for service. To spend $1,500 on a unit that doesn't work and then get terrible support is frustrating.

  Business Response

  Date: 01/22/2025

  Customer placed order for a Dolphin Sigma robotic pool cleaner on 05/20/24, it was shipped on 05/21/24 via ***** tracking ************, and delivered on 05/23/24. The customer contacted us after delivery and advised that the unit was having multiple issues; tracks coming off and app connectivity issues. A ***** return label was sent to the customer on 06/20/24 to send it in for exchange. Multiple emails were sent to the customer to follow up on the return and on 06/27/24. The customer responded back that the emails had gone to his junk folder and he didn't see them and didn't see the label we had sent over. We responded back that the label was sent on 06/20/24 and if he didn't find it was received to please let us know. Customer did not respond back until 09/17/24 and requested to still return. Since we only offer a 30 day return policy from the date of purchase, the customer was advised that it's no longer returnable for exchange. But the unit is covered by a full manufacturer's warranty, and he could have it repaired or replaced through the warranty.  Customer was provided the manufacturer's number for warranty assistance. He requested to be put in touch with a manager. Our *********** Manager attempted to contact him several times, but he never contacted them back. 

• Initial Complaint

  Date:12/27/2024

  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.

  As a customer, I had high expectations due to their claim of being an authorized dealer for *********** company known for its exceptional products and integrity.Heres what happened:1.Purchase Decision:oTrusting Pool bots authorization, I decided to purchase a Maytronics Quantum from them.oUnfortunately, there was a communication misunderstanding with my wife, who simultaneously ordered a Maytronics Proteus Dx4 from Amazon.2.Shipping Confusion:oWhen the Proteus arrived, I assumed it was a shipping mistake on Pool bots part since I had ordered the Quantum from them.oI contacted Pool bots, and they quickly provided a prepaid return label that specifically identified the return as a Proteus dx4 . I returned the Proteus directly to Pool bots with their return label.3.Confirmation and Disappointment:oOn June 27, 2024, I received an email from Pool bots confirming receipt of the Proteus.oHowever, the very next day June 28, 2024. I discovered that the Proteus had actually come from Amazonnot Pool bots.4.Warehouse Search Drama:oI reached out to the Pool bots representative on June *******, who confirmed they received it and she said they could not find it(1 day after they received it) she assured me they were searching for the missing Proteus.oTo my shock a company who handles these products on a daily basis, claims they couldnt locate it, despite having confirmed its receipt 1 day earlier. **** Resolution:oDespite numerous back-and-forth emails basically hearing the same message that they are looking for it, I never received the Proteus Dx4.oInstead last communication, I received an email suggesting I explore purchase protection through my credit card ********** summary pool bots did nothing for me except admit to losing my $900.00 vacuum and refusing to rectify the situation for me in any way. As a customer, its disappointing to feel exploited and left without resolution.________________________________________

  Business Response

  Date: 01/22/2025

  Customer placed an order through ************************** on 06/17/24 for a Dolphin Quantum robotic pool cleaner, which was shipped out on 06/17/24. Once it arrived, the customer contacted us on 06/19/24 to advise he received the wrong cleaner. He sent a photo and stated that he received the Proteus DX4. Seeing that it wasn't the Quantum that was delivered he was sent a label to return it so the proper one could be shipped. A ***** return label was issued, and the customer sent the incorrect cleaner in. It arrived to us via ***** on 06/25/24 via tracking, 776940793650. On 06/27/24, we touched base with the customer to advise we had received it. On 06/28/24, he contacted us back to advise that he'd made a mistake, that his wife had also ordered a cleaner from ****** (the DX4 he received). He had thought it had come from us, so requested that it be sent back. He did receive the original Quantum they ordered, but the DX4 has not been recovered. 
  
  Once returns are received, they're sent for refurbishment. At that time, the return had already been sent for refurbishing and the team attempted to recover the item, but it was not. The customer requested a replacement for the item, but it's not a cleaner we carry so we didn't have another one that could be sent to him. We did advise that perhaps his credit card company had some type of loss coverage for the purchase and that it might be beneficial for him to look into that since he initiated the return. 

  We will continue efforts to locate the cleaner believed to have been received by us.  We do not dispose of units, they are either returned to the manufacturer or go through the refurbishment process in-house. 

  Customer Answer

  Date: 01/27/2025

  Complaint: 22736698
  
  I am rejecting this response because pool bots confirmed receipt of the proteus dx4 cleaner. The fed ex label they sent even stated proteus DX4.  They state they send returns out to be refurbished (1 day after receipt) and confirm "the return had already been sent for refurbishing. If they do not carry this item how can they send it out to be refurbished? If it did go to the refurbishing company then pool bots has a responsibility to get it back. 
  
  ******* *********

• Initial Complaint

  Date:10/14/2024

  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 ordered a Premier Robot on Sunday September 8th and spoke to **** the Robot specialist over the phone asking which unit would be best for our pool. We spoke on September 12 before the unit arrived and he suggested we try out the Premier unit and if we did not like it, we could return it and order the e70 which would probably clean our pool a little better. We have had some cooler weather and not been using the pool very much lately so didn't have a reason to be running the unit very often. I noticed while running it yesterday that it was struggling to clean the whole pool do to the shape of our pool and it kept getting stuck in one corner. I reached out to **** today and told him we were ready to exchange it for the top of line e70 like his text message to me stated. He informed me that it had been over 30 days so he could not return or exchange the unit now. He stated it said that on the cart area where my wife checked out and also on their website. It does indeed state it on the website, but when I spoke to him on the phone and received his follow up text, no where or no time did he state a 30 day return policy. I was highly impressed with his knowledge and I thought true honesty and customer service. I am now highly disappointed that they will not consider still honoring doing the exchange and let me get the better unit that I now see that we need. He has texted me back a copy of their webpage policy saying 30 days, but won't respond or explain why he never mentioned it when suggesting we try one out and then return if we weren't satisfied. Very disappointing with ******* customer service.

• Initial Complaint

  Date:08/26/2024

  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.

  I purchased a Blue Helix One pool robot cleaner on 10 May 2024. It was promptly delivered on 13 May 2024. The robot was working well but on 23 Aug 2024 it stopped working. I was not concerned as a 2 year warranty was advertised for my purchase. I called five times to the service department with wait times 30 mins plus. Once I was hung up on and twice I talked to someone who stated they were the sales department and would relay my issue with the service department. Needless to say no one emailed or called me back. They did not even take an Order Number just asked for a name.

• Initial Complaint

  Date:06/18/2024

  Type:Billing 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 order for a Dolphin Premier robot pool cleaner. The product arrived damaged. I contacted Poolbots who advised me to ship the damaged product back to them. I was told to use any shipping company I choose. I chose **** It was $90.27. I paid it out of my own funds. I contacted the company to obtain a new one and asked to be reuimbursed for the $90.27 due to it was out of my control that the product arrived damaged. I never used the product. My pool isnt set to start construction until Monday July 8th 2024. Poolbots advised me that they will not reimburse me for the money I paid to ship their damage product back to them. They refunded the cost of the product minus the shipping fee for a total of $974.00 USD. But this was only after I sent three (3) emails and placed one phone call. I understand their return policy completely. It basically states if you are unhappy with the product you can return it no questions asked and it comes with three (3) year warranty. I feel that I shouldnt have not been financially responsible to correct an issue that was either damaged at poolbots factory or during shipping. I would like to be reimbursed the shipping costs that I was charged to send their damaged product back to them in the amount of $90.27 Respectfully ***************************

• Initial Complaint

  Date:05/25/2024

  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 did purchase Dolphin pool robot cleaner from Poolbots company. After receiving the item I found out that it was not performing as it was expected, namely, climbing the walls of the swimming pool and clean them.I made a video that showed the problem and send it to them. After a few Email correspondents and useless discussion, I decided to return the item because it was not working properly and not because I did not want it. I told them that they should pay for the return shipment because they have sent me a defective item; they declined. I returned the item and had to pay for the shipment for the amount of $88.99.I would like them to re-imburse me for the shipment that they declined. It was their fault to send me a defective item, not mine. I have also contacted the manufacturer of robot ( Maytronics) and sent them the video and they agreed that the unit was defective.******************************* ************

  Business Response

  Date: 06/21/2024

  Copy of return policy attached

  Business Response

  Date: 07/22/2024

  Copy of return policy attached 

• Initial Complaint

  Date:05/02/2024

  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 ordered a refurbished Dolphin Premier robot on 4/22/24. On 4/26/24 the robot was delivered in a very battered box, with tape missing on one side and puncture holes. I took photos before opening the box. Upon opening the box all components of the robot were loose inside the box with ZERO packing material present. The back wheel area has a crack and the robot makes a loose plastic rattling sound when moved. I immediately emailed PoolBots about the condition it arrived in, including all the photos I took and asked for a return shipping label to send the damaged robot back to them. They responded 3 days later stating that I have to pay the return shipping on this huge and heavy robot. I responded back reiterating this was not an acceptable customer service approach in this situation. They responded the next day stating that I will have to pay return shipping anyway and mentioned that I purchased a refurbished unit so I should expect some scratches. They told me to put it in my pool and if it doesn't work I can submit a video to them for tech support help.I responded again and clarified again that this was not a "refurbish" issue - it was a broken unit UPON ARRIVAL and no, I will not put the busted up robot in my new pool just to "see what happens". I advised that nowhere on their website does it say buying a refurbished unit (only $300 less than brand new) means they just throw everything in a box with one piece of tape and then cross their fingers and hope it arrives to the customer intact. They responded back "I understand" and closed out my ticket!