Complaints

This profile includes complaints for Pool Supplies Canada Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pool Supplies Canada Inc

  3230 Mainway Rd Burlington, ON L7M 1A5

  
• 

  Pool Supplies Canada Inc

  151 Mill Race Crescent Saint Jacobs, ON N0B 2N0

  

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:21/08/2024

  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 am filing a complaint against Pool Supply Canada due to unresolved issues with a defective product and inadequate customer service.
  
  1. Product Purchase and Installation:
  On June 16, 2024, I purchased a ****** Pool Heater from Pool Supply Canada. ***** delivered the unit with no apparent damage. On June 19th, a licensed technician installed the unit, and on June 21st, ******** Propane installed a regulator and attempted to start the heater, but it did not work. Our installer and pool company confirmed that the issue was related to the water pressure, likely due to a faulty pressure switch.
  
  2. Warranty Claim Issues:
  I contacted Pool Supply Canada at the end of June, suspecting a defective pressure switch. I submitted a warranty claim on July 5th, including installation photos. On July 11th, I was informed that the claim was forwarded to the manufacturer, ******. Despite my efforts, including multiple follow-ups with Pool Supply Canada and ******, I received no tracking information for the replacement part. This led to continuous delays and a lack of resolution.
  
  3. Escalation and Financial Impact:
  As of August 16th, after several escalations, I still have not received a replacement or resolution. I am out $4,500 (including $3,000 for the unit and $1,500 for installation) and have a non-functional pool heater. As I am selling my home, I need a working heater but have no choice but to consider purchasing a new one.
  
  I seek immediate resolution, including a refund or replacement and compensation for installation costs.

  

  Business Response

  Date: 07/10/2024

  Thank you for your feedback regarding the warranty process with your heater. We understand how upsetting and stressful this situation has been.
  
  I know that we are currently waiting on copies of the invoices for the repair that you had completed on your own due to the lack of response from the manufacturer.
  
  I understand that this whole process with the manufacturer has been angering and disappointing, we too feel the same way with the lack of response from the manufacturer regarding your defective product.
  
  We were happy to hear you were able to have the unit repaired, though we definitely wish to continue fighting with the manufacturer to get you reimbursed for those costs, so we will continue to follow up with you to obtain those invoices so we can ensure you get properly reimbursed for the length of the claim and the money you've spent.

  ********
  Customer Service Supervisor

• Initial Complaint

  Date:04/07/2024

  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 large item (Pool heater) 1 x ****** Digital 266,000 BTU Electronic Natural Gas Swimming Pool Heater with Riser on June 18. I selected order pickup to get it sooner. I arrived on June 20th for pickup and was told I could not take it as it cannot be tipped over. I said no issue, please deliver it, but I have a Gas installer set to install it, so I need delivery by June 24. I was assured that was not a problem. When it got delivered It was tipped over by the Carrier **** *** ***** and was told it would be fine. There are tip n tell signals on the box as it clearly cannot be tipped (voids warranty). I contact poolsupplies immediately with the numbers supplied on evening of June 24 and they have tried to delay me over a day until I finally said I need a new one, this is unacceptable. It is clearly not meant to be tipped and I spoke to my installer, who is a gas expert and he agrees. Its not acceptable. They finally agreed to this in the later morning of June 26 after multiple calls. I have now had to reorganize multiple times with the installer to satisfy this back and forth when it should have been resolved instantly. I have photos, and proof that it was not delivered correctly. The worst is I don't know if I will be home to receive it as they have not guaranteed shipment date. Since this has created so many problems I believe they should cover my installation fee of $1,500 + tax or give me a billing adjustment in that amount. Its been awful to try to accommodate this install due to their delivery issues and likely will now be delayed a couple of weeks.

  

  Business Response

  Date: 07/10/2024

  Thank you for your feedback regarding your damaged heater that was received. We can see from our communications that you reached out to us on June 24th, the day it was received to advise us that it was on it's side during delivery. We can also see that the replacement order was created on June 26th, and shipped on June 27th. 
  
  I see by checking your tracking that the delivery was completed on June 28th as well. I apologize sincerely for any delays that may have occurred in our response time, however during the height of pool season, our response time is considered 24-48 hours from first contact, as we deal with a high volume.
  
  We do understand the disappointment at the 3 day delay on the installation, which is the reason we offered you the large store credit amount which was accepted by yourself.
  
  We do understand how stressful ordering a new heater can be, and with delays when the carriers cause damage to the unit, it's not an enjoyable experience. This is why we had this resolved so quickly (within 3 days of your initial first contact with us).
  
  As the installation fees are what would originally be charged by the installer had no delays occurred, we are not able to cover the installation fees.

  ********
  Customer Service Supervisor

• Initial Complaint

  Date:13/11/2023

  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.

  Made a substantial order including a winter cover and 12 water bags end of August 2023. Order arrived early Sept 2023. I closed the pool and filled the water bags mid September 2023. Immediately 7 of the water bags did not hold any water. The winter cover was/is as described.
  
  I immediately emailed the company to advise about the faulty water bags and request a refund. I have done this 3 times with no response or action from Pool Supplies Canada. I eventually got a generic reply on October, 25, 2023 after filing a complaint with ****** and my bank. The staff member requested photos showing that I cut the bags to prove they are no longer usable. With the promise that once this was received a refund would be issued. I did this and did not get any response. I received another generic email requesting photos on Nov 7, 2023.
  
  I have submitted 3 refund requests and completed all the steps they required including sending photos twice. I still have not received a refund. My pool has been closed for a month and now the 5 remaining water bags are also not holding water. Essentially all 12 water bags are faulty.
  
  This company does not stand behind their products nor do they honour their own refund policies.

  

  Business Response

  Date: 14/11/2023

  Hello ******,

  Thank you for the review and feedback of your experience with our After Sales team.

  I apologize but it appears that due to a technical malfunction our original emails requesting photos showing the defects were not received by you. I would be happy to provide you with a copy of our communication record if you wish to have one.

  As you have filed a chargeback with your card carrier/financial institution, we are required to honour the terms and conditions set forth during this process. This includes but is not limited to abstaining from refunding or replacing items until a decision has been made in regards to the chargeback. Once a decision has been made and finalized, we can then issue a refund for the defective items on your order.

  To process your refund sooner, you would need to withdraw your chargeback. Once confirmation is received that the chargeback has been withdrawn, we can then process your refund back to the original payment method.

  We wish to assist you, but until the chargeback decision has been made, or the chargeback is withdrawn, we cannot provide a refund or replacement.

  If you have any further questions or concerns regarding this process, please feel free to email us using the original email chain for your claim and we would be happy to assist you where we can during this waiting period.

  Kind regards,

  *****

• Initial Complaint

  Date:06/07/2023

  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.

  We purchased ******* **** ***** 4 Wheel Drive Inground Robotic Pool Cleaner from Pools Supply to find out that has this Error-10 code making it not working unit.
  
  After reviewing supplied manual that came via email (the latest they claimed), this error did not even exist in troubleshooting or any references.
  After contacting customer support, it came out that they are aware and this is some communication issue caused by cables not installed correctly or wires not secured in the cable connector.
  
  They sent us youtube video of some guy in his garage tearing cable apart and finding loose wires ...like do your self cable manufacturing defect fix training video.
  
  This shall addressed and if manufacturing defects are known to be recalled by manufacturer and fixed, not passed to the customer.
  
  It is obviously known problem, yet these units are sold at $1,700 a piece as functional units and you get nothing for it, and spend days troubleshooting something that should work as it is a new unit.

  

  Business Response

  Date: 06/07/2023

  Hi ******,
  
  I do apologize for the poor experience with the ******* **** ***** 4 Wheel Drive Inground Robotic Pool Cleaner. I have looked into your claim and it appears a return has already been approved for refund. 
  
  If you require further assistance, please feel free to contact us.
  
  Thank you,
  Katie

• Initial Complaint

  Date:06/07/2023

  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.

  I purchased what I thought to be an 18 foot round 54" liner. We tried to install in our 54 inch tall pool. The liner fell off and we lost a half a pool of water. Contacted Pools Canada. They said sorry sometimes wrong liner gets put in box we will send out another one and label to send back the first one. A week goes by and I hear nothing, so I call again. Another lady gets involved and says no we sent the right one, Can you measure from seam to top of liner and send pics. So we do from seam to top of liner is only 48". She says yes thats the right one. I said well How come they come in 3 sizes if thats the right one. My pool is 54" tall, a 48" liner isn't going to stretch that much. Then they told me we were installing it wrong. They sent me a paper that pretty much tells me to add sand to middle to bring wall height up. My problem is I paid mor for they 54" pool and they are tryint to make me accommodate the shorter liner they sent me that was marked on the box as a 54" liner. They did nothing to resolve my issue. So either I buy a new liner or give into a shallower pool to accommodate the liner they sent that was over $500 bucks.

  

  Business Response

  Date: 06/07/2023

  Hi *****,
  
  I'm sorry to hear you are experiencing issues with your liner. I have reviewed the pictures you sent in and the email sent by our pool specialist. The liner you have is correct, the bead to seam measurement on a 54" pool liner should be 47" as it is designed to stretch during installation. The pictures provided show the bead to seam measurement to be 47" as expected. In regards to adding sand, there seems to be some miscommunication here. We are not asking you to add sand to decrease the depth of your pool, what we are referring to is "cove" which is typically made of sand and is used to create a smooth transition from the floor to wall. We don't want you to be stuck in a situation where you can't use your pool, if you want to respond to our pool specialist Steve who emailed you, he would be happy to assist with making any necessary adjustments to ensure a smooth installation. This liner is designed the same as liners made by other manufacturers, all will require the sand cove for a proper fit.
  
  Thank you,
  Katie

• Initial Complaint

  Date:22/06/2023

  Type:Service or Repair 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 heater on March 7 2021 with Extended Warranty for Parts.
  - Contacted Pool Supplies Canada in Sept 2022 due to Pool heater making what sounded like rocks rolling in it. got No response (closed the pool at this time)
  - Contacted them again in May 2023. got acknowledgement that since I contacted in September they would honor the warranty.
  - Hired a tech to look at the heater as requested by them on May 20, 2023. he said there was damage to the heat Exchanger that caused the malfunction and damaged more parts in the heater he recommended a complete replacement as would cost more than a heater. this was sent to Pool supplies Canada on May 29, 2023.
  - sent photos to pool supplies Canada on May 31,2023 as requested.
  - they then said they would no longer cover the warranty. due to the damage being caused by poor water. were as the tech said not the case and I have my water tested regularly. how they tell this from a photo?
  - was offered no other solutions.
  -i have since purchased a new heater from a different company.

  

  Business Response

  Date: 23/08/2023

  Hello ****,

  Thank you for contacting us with your review.

  I understand your frustration with this process, however, Pool Supplies Canada offers a wide range of extended warranties. Each extended warranty offers the same terms and conditions as the original manufacturer's terms and conditions. This includes all limitations of warranty per a manufacturer.

  As per the ******** warranty document, according to the section on Warranty Exclusions, the limited warranty does not apply "to damage, malfunctions or failures resulting from misuse or neglect, including but not limited to freeze-ups, operating the Heater with the cabinet door off, having flow restrictions or obstructions between the Heater outlet and the pool/spa, electrolysis due to an improperly installed salt
  chlorine generator, or not maintaining a proper chemical balance (PH level must be between 7.4
  and 7.8 and total alkalinity between 100 and 150 PPM. Total dissolved solids (TDS) must be no
  greater than 3000 PPM. In salt water chlorinated pools, TDS must be no greater than 6000 PPM)."

  As per the above information, the warranty is not applicable to chemical damage due to improper maintenance of water chemistry. As per the ******** photo provided by yourself, the oxidization of the heat exchanger is clearly indicated by the "green" coloured portion of the coils. This oxidization is caused due to improper water chemistry and can happen gradually over time.

  As a distributor, we are required to honour a manufacturer's terms and conditions of warranty, including limitations. This includes our extended warranties pertaining to what is and isn't covered under warranty.

  I apologize that we are unable to assist you with your warranty claim at this time, as we do understand that this can be frustrating.

  If you wish to discuss this matter more thoroughly, please contact us and we would be happy to review any further information or insight you can provide for your claim.

  Kind regards,

  Katie

• Initial Complaint

  Date:05/06/2023

  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.

  We purchased a 27 ft Round Beaded Liner 52 inch Standard Specifications on March 3 for $949 ($1072.37 after tax-order #*******). The warranty states it to be free of any defects. We hired a company to install the new liner-a preferred business listed on PSC website. On May 23, the installers found a defect in the liner in that the beading was not welded-or sealed in one location. They also mentioned that the liner was excessively large and wondered if it was labelled incorrectly. My installers said they could not proceed with installing as the liner was defective and would most likely cause leaks or tear when the pool was filled. I then called PSC so they could open a ticket on my situation. I was then sent an email asking what the issue was and to supply photos, to which I did immediately. I followed up the next day, but did not hear back until May 27 in which I was asked for pictures of the perimeter of the pool and given a link on how to install. I sent more pictures and I was then told told my pool was not exactly 27'. I stated this was not the problem, the beading was not welded. I was again asked to send pictures. I have heard nothing back, even after several attempts at trying to reach them. I have asked for re-imbursement, but have not heard back.
  We have since ordered a new 27' round 52" liner from a local company in which the same installers installed May 30. They had no issues and it fit 'like a glove'.

  

  Business Response

  Date: 12/06/2023

  Hi *****,
  
  It appears a refund has been issued.
  
  Thank you,
  Katie

  Customer Answer

  Date: 13/06/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ***********

• Initial Complaint

  Date:05/06/2023

  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.

  We purchased a pool liner from this company for our 27 foot diameter, round, above ground pool. When the installers (listed on the website for Pool Supplies Canada) came to put in the liner, it would not fit as it was far too big and there was a manufacturer defect in the bead. Pool Supplies Canada would not believe our claim of these defects. We sent photos clearly showing the issues but still they refuse to provide any sort of explanation or compensation. We have the liner repacked in its original box, ready to ship back, if the company will refund our money. We have a new line from a local company that was installed yesterday and it fit perfectly. The boxes for both liners state the exact same dimensions. So if the one we bought from PSC is too big, the label on the box is obviously wrong. We just want to resolve this with PSC.

  

  Business Response

  Date: 05/06/2023

  Hi *****,
  
  It appears a refund was issued to you earlier today. I apologize for an inconveniences caused by this error. Please feel free to reach out if you need anything further. 
  
  Thank you,
  Katie

  Customer Answer

  Date: 11/06/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** ***********

• Initial Complaint

  Date:19/09/2022

  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.

  In my last order in the fall of 2021 I ordered a number of vinyl water bags. One of these, SKU*****AIRPILLOW , appeared to lose some air immediately but I couldn’t be sure… within weeks one of the air pillows was completely deflated. I asked for a replacement today but was told that I had 30 days. I explained that I could not tell if it was ok in the first 30 days. The warranty person said “that’s our policy.”
  My next item ordered some time ago is item SKU#******** (deluxe leaf skimmer) -instead, I was sent item SKU#********, which is of no use to me. I called at the time and was told they would send the right one. -never happened. I mentioned it today when I was making a large order. The warranty person said again, it was too late -that was company policy.
  I am a regular customer but that does not seem to make any difference. In both these cases the problem was the fault of the supplier, Pool Supplies Canada. It makes me feel like ordering elsewhere. **

  

  Business Response

  Date: 21/09/2022

  Hello *******, 
  
  The 30 day warranty policy that our representative advised on is correct ,and the details are included on the product page at the time of order so that we can be transparent and upfront with  our customers, about their coverage. We are currently out of stock and so, cannot offer a replacement, however as we do value your business, we have reached out to you with the next steps needed in order to process a refund as a good will gesture, outside of the warranty period.
  
  As for the incorrect item, I can see that the correct SKU for the deluxe leaf skimmer (********) was sent to you at no cost in 2019 in order to rectify the mistake that we had made on your original order. I am unable to find any communications on the issue, so as to apologize we have now sent another and I am very sorry that the warranty team was not able to help with this on your call! 
   

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair 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.

  Pool Supplies Canada (PSC) was informed via a call to their help line prior to 08/21/2022 about a pool filter that had developed a crack. The product line stated "2 Year Warranty" on the site. The filter bought last year was not listed on the site. I was told the filter only had a "1 Year Warranty". I asked how all the other products from this company had a 2 year warranty but not this one and was told it's just what it has and they refused to make any effort to confirm the discrepancy. I confirmed with ****** who assured me all their products have a 2 year warranty and that "Pool Supplies Canada knows this". ****** sent both myself and PSC copies of the warranty information. On 8/21 I emailed a photo of the leak in the filter. I was told to call back and did. 8/22 I was contacted by ********, Warranty & Returns Supervisor who asked me to "provide a copy of the communications/warranty information on your ****** 24 Inch Splash Series Sand Filter that was provided", which I did, as did the manufacturer on the same day. On 8/24 PSC emailed back saying they had contacted ****** and would be back in touch. 8/25 PSC contacted me stating they "followed up with the manufacturer to determine the exact part number...to proceed under warranty. Once ****** has provided this part number for us, we will be able to determine the next steps for the warranty process and we will reach out to you with an update" PSC asked for another photo on 8/26. 9/3 PSC asked for a clarification that it was the "bowl" that was cracked (which they were told when I called both times). 9/6 I was told by PSC they did not have the item in stock and would only issue a refund after I sent the filter back and 5-7 days to process. PSC now states they will not replace only refund - I only want a similar product replacement of similar or equal value especially considering season.
  *** ***** * ********* ***** ********** ******* *** ****** ***** * *********** **** **** * ****** ****** *********************

  

  Business Response

  Date: 13/09/2022

  Hello ******,
  
  I'm sorry for the frustration that you've had with our warranty process as we worked with the manufacturer for the best solution. As your filter has been discontinued and is no longer in stock, we were unable to get a replacement part to correct the issue, so we offered a full refund. As you preferred to get a replacement unit, we have spoken with the manufacturer further and they were able to send a filter for replacement. A confirmation of the order was sent to you along with instructions to return the broken product, and your new order has been shipped.
  
  Thank you very much for your understanding as we worked towards an acceptable resolution, and I apologize again for the delay.