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:04/24/2025

  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.

  Purchase date: 4/19/25 Item Price ****** Order#******** Item Description: Pool *********** replacement Issue: Item defective, seller refusing to accept return and process refund. nowhere in the buying process did it state the item was not returnable within the 30 day return period if opened. Also, not sure how one is supposed to know if item is defective or not without opening and attempting to use the item first. Chargeback has already been initialized. Based on other reviews this is not the first time they have done this to other customers. Company should be investigated for fraud.

  Business Response

  Date: 04/30/2025

  Were sorry to hear about your experience and appreciate the opportunity to clarify the situation.

  
  You first contacted us regarding the issue with your item on 4/24, five days after your purchase on 4/19. As outlined in our store policies, all warranty claims are handled directly through the product manufacturer. This is standard across the industry and allows for proper troubleshooting and resolution by the experts who support the equipment.

  
  That said, we did try to assist you beyond our stated policy. On 4/25, we responded to your message offering to accept the return and issue a refund as soon as the item was received. You sent the item back the same day, but also filed a ****** claim. Once a dispute is opened through ******, we are no longer able to issue a refund ourselves, as ****** requires the process to be handled through their resolution center.

  
  We understand your frustration, but we were actively working to help you and would have followed through with the refund had we been given the opportunity. Filing a claim immediately after shipping the return interrupted that process.
  Were committed to supporting our customers, and if you need documentation or further assistance for your ****** case, were happy to help. We hope for a quick and fair resolution.

• Initial Complaint

  Date:09/30/2024

  Type:Billing 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 bought the following:Order Details Ordered on March 6, 2024 Order# ***-8262630-4784250 Printable Order Summary Shipping Address **** ******** **************************************************************************************************************** Payment method Bank account: ******** Order Summary Item(s) Subtotal:$332.84 ************************* Total before tax:$332.84 Estimated tax to be collected:$26.63 Grand Total:$359.47 See tax and seller information Refund Total$179.74 Transactions I received the item. I sent it back because it didn't work in my pool vacuum and I went somewhere else to fix my problem as I needed a pool vaccum. He stole $179.73 from me and said it was a restocking fee. He only refunded 1/2 my money. ****** after my escalating it gave me a $100.00 gift card. That meant this seller kept the $179.73 and that is wrong to charge someone that much because I sent back a product that did not work for the purposes purchased for. When I plugged it in it simply didn't work in my vacuum. I checked the parts number and the parts number said it would work. It was not used. It was not buyers remorse. It was sent back in the package it was sent to me in. It maybe that it will work for another purpose just not my purpose.

  Business Response

  Date: 09/30/2024

  Hello **** ******** -

  Thank you for letting us know about your issue.  We appreciate your feedback and am sorry you are displeased with the outcome of the order you placed.  It is our company policy to deduct shipping and restock fees from orders that are returned.  We incur all shipping charges when selling our products and when customers order the wrong items and need to return them, we have to recoup the money spent on shipping and labor for the order and to restock the items.  This is a costly part of our business and we have to cover our costs when customers make an error when ordering.  I apologize for the inconvenience and that this happened with your order.  I am including our return policy below for your future reference.  I would like to note that ****** has already ruled on this & gifted you $100.  I am happy for you that they were able to do that for you, but for us to stay in business we have to recoup shipping and restocking fees.  Again, I am sorry that this happened with your order.  Please see our return policy below.  
  
  Return Policy
  
  We understand, there will be instances where a return of product may be needed.  Return Services require a return authorization from Poolzoom.  Any item returned without prior authorization may not be refunded.
  
  Most items can be returned for a refund within 30 days of delivery. Actual outbound shipping costs, return shipping costs, and restocking fees will not be refunded.  For items that shipped free or flat rate, please note that the actual shipping costs incurred will be deducted from your refund.  Return of items without obtaining return authorization will result in a delay, denial and/or additional re-stock fees. The item must be in its original condition and packaging to be accepted.
  
  
  There are a few items that cant be returned
  Items you have already assembled attempted install or installed
  Items not in their original packaging
  Items not in their original condition
  Items marked Non-Returnable on the sale page
  Open box items
  Chemicals, Paints, Glues, Filter Media, Pool Liners
  Swimming pools
  Electrical Equipment/Components that are not in manufacturers sealed packaging
  Items returned that show use or signs of attempted install will be denied refund and the item(s) will be disposed of.  We are not responsible for returning items that do not comply with Poolzoom return policies.
  
  We are happy to accept returns that are in resell-able condition. Please keep this in mind.  Do not return product that you would not accept as new.  A Return Authorization is a process to approve the return of item(s) with the information provided by the buyer. The authorization to return does not guarantee a refund until after the item(s) are inspected and approved for Refund per our policies.
  
  Please noteany item that is originally shipped to you via Freight Line can be approved for return if needed, but Poolzoom is not able to send a label to return the item.  You will still need approval, but you will be responsible for the return freight arrangements.
  
  
  Refunds and Restocking Fees
  We will refund the original payment method less any associated shipping costs, return shipping costs, and restocking fees. All returns will include a minimum 5% restock fee.  More details can be found on our Refunds page.

  Sincerely, 

  Pool Zoom

• Initial Complaint

  Date:10/06/2023

  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.

  On Sept 24th, I contacted Poolzoom with the following email: Hello, I just purchased the Max-Flo **** Plate Kit (order # ********). I just wanted to be sure that it comes with the valve tank O ring which is labelled as #** on your diagram Part # GMX600F. Your description for the **** Plate kit says "includes a durable seal plate, gasket, and screws". I just wanted to make sure that this is the gasket we are referring to because I need to replace the whole set. Their response was the following: Hello, Thank you for contacting PoolZoom Support, I have checked ************** from Haward and they do list a gasket coming with it also. Best regards, ******* ---------------------------------------------------------------When the product arrived, it came with no gasket. I called the Poolzoom team and they advised me to take a picture of the delivered product and send them a follow up email. I did as they stated but for over a week, I've yet to receive a response and they are ignoring my complaint. **** have failed to rectify their mistake and they will no longer respond to my email.

  Business Response

  Date: 10/06/2023

  Dear valued customer-  Thank you for taking the time to let us know you were in need of more support.  I am having an agent get back to you today to rectify this situation.  Our goal is to ensure we are fully transparent with our products and it is of the upmost importance to ensure our customers are happy with their purchases.  We will be reaching out to you today to see what we can do to assist you with your order.  Also, our phone lines are open 9am-6pm M-F if you need immediate help.  *************.

  Thank you again for letting us know you were still in need of assistance. 

  ********** 

• Initial Complaint

  Date:06/13/2023

  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.

  Date of transaction 5/2/23 Order #******** Cost: ****** Return policy within acceptable time period Submitted request for return. From Poolzoom below Howdy Rose,Your request (******) has been received and is being reviewed by our support staff.To add additional comments, reply to this email.Reached out multiple times for shipping label, approval for return. Constantly receive no answer, calling support hangs up on you. Told to go to ******************************************** and get error "404 Oops . There is nothing there"

  Business Response

  Date: 06/23/2023

  This product was a pool liner & we wanted to make sure it got returned before issuing her credit. Her request to return was made on 06/05. I did not get back to her until 06/13 (7 business days) to verify liner had not been opened.  The manufacturer actually got Pool Zoom the *** the same day 06/14 and a label was sent to her the same day.Customer shipped the item back 06/******** later.) Liner received on 06/20.  We issued credit minus restocking & shipping according to our return policy today 6/23 after verifying the liner was not opened & was returned.  Any questions, please feel free to reach out to me directly.  

  **********

  manager, customer service

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

• Initial Complaint

  Date:05/15/2023

  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 part to repair my pool cleaner. I gave them the part number needed. They sent the wrong one. I made numerous attempts to get the correct part or a refund of $138.89. There were numerous emails and also pictures. They will not correct the problem.

  Business Response

  Date: 05/15/2023

  To whom it may concern,

   Our communication timeline with the customer ********************* is as follows -

  2/7- ordered the part he was looking for & received it 3 days later.  No further communication until 3/28.  (Almost 2 months later)

  3/28-  customer emailed saying the part is not what he needed

  3/29-  our customer service agent/technician verified the customer received the exact part he ordered  for the pool cleaner he was trying to fix.  

  3/30-  Our customer service agent requested pictures of the item to verify we sent the correct part (customer did not respond with pictures.)

  4/10-  Our customer service agent requested pictures of the item to verify we sent the correct part (customer did not respond with pictures.)

  4/19-  Our customer service agent requested pictures of the item to verify we sent the correct part (customer did not respond with pictures.)

  4/20-  Our customer service agent requested pictures of the item to verify we sent the correct part (customer did not respond with pictures.)

  5/7-  ************* finally sent in pictures of the item he received and it is the item he ordered.  At this point the best resolution for the customer would be to return the items sent to him for refund.  We can give ************* the correct support he needs with the manufacturer to make sure he can get what he needs.  

  We are trying to help this customer but needed pictures of the item he received as we fully believe he received what he ordered after confirmation with the warehouse.  We have the full email thread from the customer and our agent & are willing to work with ************* if he would like to return the item for a refund.  ************* has not requested a return but we are willing to do so.  We also would be helpful to him if he wanted us to discuss this with the manufacturer of the part we sent & the part he needs to verify it is the same part.  I have called ************* 5/15 and left him a voicemail letting him know we are trying to reach him to help him with his situation.  He can call us anytime for help M-F ************** & we are here ready to assist him.  Without doing a return on the item, we are not able to just refund the customer for the item according to our returns policy.  Also,  Our return policy states we have a 30 day window for returns.  First off, ************* did not contact ** until 52 days after he ordered the item.  It was 3 months before we received photos that were requested upon our first interaction.  If you want to request the emails we would be able to provide them.  Thank you

  Customer Answer

  Date: 05/15/2023

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/12/2022

  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.

  Purchased a pool valve that was suppose to arrive on the 7th of July. Shipment kept getting delayed.The company stated that it was hassle free complete return policy now I have to wait 48 hrs for a reply after contacting them and have to pay for return shipping after they failed to deliver as promised.

• Initial Complaint

  Date:06/30/2022

  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.

  Just bought a Hayward pump housing but upon installation it bused and three ************ came off causing ******** installer to replace it with a genuine part. PZ has not responded to email requesting return and refund. Buyer beware.Tip for consumers:BUYER beware. Pool zoom sells junk and defective parts. Thats why price is cheaper.Products used:Genuine Hayward pump housing from local Leslies store.