Complaints

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

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• 

  Leslie's

  2005 E Indian School Rd # 101 Phoenix, AZ 85016-6113

  
• 

  Leslie's

  20241 N 67th Ave Glendale, AZ 85308-6653

  
• 

  Leslie's

  3425 W Thunderbird Rd Phoenix, AZ 85053-5670

  
• 

  Leslie's

  10633 N 32nd St Phoenix, AZ 85028-3201

  
• 

  Leslie's Swimming Pool Service

  4639 E Speedway Blvd Tucson, AZ 85712-4633

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:06/13/2025

  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 liner on 5/19 from Leslies website for $414.76. It arrived in a box and was installed by a private installer for $850 on 6/3. We began to fill the pool, and water was leaking out through a hole in the **** from a manufacturer defect. I called Leslies and they told us to contact the manufacturer *********. I had to jump through hoops to get approved for a new liner. I reached out to Leslies to get a refund of my $850 installer fee because I have to pay again for another installation and Leslies will not call/email me back despite escalating the situation and attempting multiple times to reach them.

  

  Business Response

  Date: 06/18/2025

  Were sorry to hear about your experience with the liner and understand the inconvenience this has caused. The product you received was manufactured by ********, and it was their warranty process that provided the replacement liner. Because Leslies does not provide liner installation services, and the defect was addressed through the manufacturer's warranty, were unfortunately unable to reimburse third-party installation costs. We encourage you to follow up directly with Swimline to explore any reimbursement options they may offer for related expenses.

  

  Business Response

  Date: 06/18/2025

  Were sorry to hear about your experience with the liner and understand the inconvenience this has caused. The product you received was manufactured by ********, and it was their warranty process that provided the replacement liner. Because Leslies does not provide liner installation services, and the defect was addressed through the manufacturer's warranty, were unfortunately unable to reimburse third-party installation costs. We encourage you to follow up directly with Swimline to explore any reimbursement options they may offer for related expenses.

• Initial Complaint

  Date:06/10/2025

  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 bought a pool pump (over $420) from Leslies in July of ********************************** They then closed the pool in September and came twice recently to open the pool. On the first visit the technician realized that a piece of plumbing needed to be repaired and that the Vari-Fo Top Mount Mult needed to be replaced. I ordered both items from Leslies (over $300). The technician had the pool pump on because that is how he realized there was a plumbing problem and the pump problem. Once I received the items, I had another technician come to do the repairs and finish opening the pool. He proceeded to tell me the pump was not working. It was working when the previous technician was at my house. It was obviously broken during the repair. The technician told me to go to the store and tell the manager, ****, what the issue was. He said Leslies would send someone to fix the pump. I explained that I could not uninstall that pump. It is not something I am able to do. He reassured me that I wouldnt have to and he left. I then had to drive to the store where **** told me I had to uninstall the pump, bring it into the store and then I had to reinstall it. That is not possible. I called the 800 number and they told me I would have to pay for a service call to have this occur. So, I spend the money for the opening ($478), the pump money, the replacement items money, which is around $1.218 and I have to spend more and my pool is not open. This is not my problem. The technician was here and should have uninstalled it. I should not have been charged for an opening when my pool was not open, and this should not be my issue because Leslies installed the pump, sold me the pump, and then proceeded to break the pump. If there was a part in my car that broke under warranty, could you imagine the car company telling me to uninstall the part, bring it to them for them to repair and then go back to get the item and then I had to reinstall it? That is what is happening here.

  

  Business Response

  Date: 06/13/2025

  Please see a breakdown of our findings when reviewing this case: 

  
  Call #********
  First Visit (5/27): Technician ******* performed a standard pool opening.
  Noted failed PVC connection on pumppump could not be tested.
  Found multiport valve seized; advised customer and helped order replacement parts.
  Call was placed on hold pending part arrival.
  Technician explained that the pump was improperly installed and not self-primingunsuitable for current setup. We did not install the pump.

  Second Visit (Same Call #********): Technician ******* returned to install parts and complete the opening.
  Discovered pump motor was seized during flow check.
  Customer was advised to contact the store regarding potential warranty claim.
  Service could not honor warranty due to improper installation and non-manufacturer defect. We did not install the pump.
  Customer signed off on completed work; total charge: $477.95.

  Pump Issues:
  -Not installed by Leslies.
  -Incompatible setup (non-self-priming pump trying to draw water against gravity).
  -Likely damage due to dry running over time, not recent technician activity.
  -Seized motor is not a manufacturer defectnot covered under warranty.
  

  Communication & Documentation:
  -Technicians provided 30-minute call-aheads both times.
  -Work was clearly documented with photos and signed service paperwork.
  -Customer was informed verbally and in writing of findings, charges, and next steps.

   

   

   

   

• Initial Complaint

  Date:06/03/2025

  Type:Sales and Advertising 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.

  On may 07th I purchased a 24ft swimming pool kit from ****** online. I received the order and had to wait 5 days before I was able to install due to getting my area leveled and sand poured in. When we started with the install several screws were missing and 2 of the metal tracks that the wall sits on were also missing. I emailed Leslies with zero response. I have a friend who had the same pool and he had parts from the he too it down so he gave me some of the parts I was missing. We then proceeded to install the liner which arrived in a open package and clearly was not only the wrong liner but also it was of very poor quality. Again I contacted Leslis with zero response from the company. We proceeded on installing the liner so we can enjoy the pool and nothing but issues with it. The liner had 1 hole and a small area of the seam that rests on the cove was separated. We didn't know this until we started filling the pool and noticed a lot of standing water. We had to drain the pool which already was have full costing us money to fill. At this time I received a email to take a survery from leslies and I gave them a bad review. This is the only time they actually contacted me back. I emailed a person named ******* *. with a picture of the box as she requested. I then received several emails from a person named ***** s who requested several pictures of the bad liner, the hole and the seam separated. I even provided them video. may 28th was the last time ***** emailed me and since I have heard nothing from them. I had to patch the hole, the seam and started filling it up. I should not have to make repairs on a brand new liner and the company has stopped all communication with me. ***** gave me a case#******* and I have emailed back several times but zero response

  

  Business Response

  Date: 06/09/2025

  Dear *****,
  Were sorry to hear about your experience and truly appreciate you bringing it to our attention.
  After reviewing the matter, we can confirm that a replacement liner was overnighted to help resolve the issue. According to *****, it was delivered on June 5, 2025, under tracking number 881775180551.
  We sincerely apologize for the frustration this caused, and were glad we were able to resolve it for you. If theres anything else you need, please dont hesitate to reach out. Thank you.

  Customer Answer

  Date: 06/09/2025

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:05/07/2025

  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.

  Subject: Urgent: Request for Refund and Complaint Call#********, Store#*** Dear Complaint Manager,I am writing to formally express my concern regarding a recent service visit from your technician, ******, from Leslie's Pool (Call#********, Store#***), who came to my home yesterday to address an issue with my pool pump.Unfortunately, the service was unsatisfactory. The technician spent less than 10 minutes on-site and provided no repair or diagnostic service beyond telling me that the pump needed to be replaced. Despite no actual work being done, I was charged $178.71.I do not believe it is fair or appropriate to be charged this amount for a visit that resulted in no meaningful service or resolution. I am requesting a full refund for this service call. And I have been a loyal customer of ******************** since *********** get in touch with me as soon as possible at ************. I would appreciate knowing where I can formally file this complaint if necessary. Thank you for your prompt attention to this matter.Sincerely,******** ***** ********************************************************************* Cell Phone: ************

  

  Business Response

  Date: 05/08/2025

  Our Service Manager has reviewed the case and spoken with the customer. He informed the customer yesterday that the best we can offer is to honor the $99 installation fee and waive the second trip charge if the customer chooses to proceed with a new pump. We have time-stamped documentation showing that our technician thoroughly troubleshot the existing pump. The current pump is four years old and requires a new power end, which is why an estimate for a full replacement was provided. The amount the customer was charged is accurate and not eligible for a refund.

• Initial Complaint

  Date:05/05/2025

  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.

  On April 8th I recieved from ****** Pools the item I purchased an IAQUALINK 3.0 UPGRADE KIT, and scheduled ****** Pools to intstall. Ive called on, April 14 ,,April 21st, April 29th, April 30th, and May 5th. because the ****** intstaller could not complete the installation and I am unable to use the an IAQUALINK 3.0 UPGRADE KIT. In each of my calls they promised someone would get back to me from dispatch and put me on the schedule to complete the job and I would be contacted. by email and text As of May 5th none have happened. The offshore call center for customer care says it not thier job and I must wait for the scheudling ***** This is one of the worst cases of customer care I have experienced. ****** was sure to take my money but after that they were a now show.

  

  Business Response

  Date: 05/13/2025

  We sincerely apologize for any frustration this situation may have caused. We have spoken with the Service Manager, who confirmed that he has personally addressed and resolved the concerns.

  Customer Answer

  Date: 05/14/2025

  the company came out and did the service call. However the next day the system did not work. I am frustrated with the options I was given to get the system working correctly.

  

  Business Response

  Date: 05/16/2025

  Our Service Manager visited the customers property to investigate the issue. It was determined that the main problem was a weak Wi-Fi signal, as the router is located on the upper floor on the opposite side of the house from the pool equipment. Although the connection was eventually established after several attempts, a Wi-Fi extender was recommended for a more reliable connection. This is a Wi-Fi connectivity issue, not a problem with the pool equipment or installation.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair 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 pool from Leslies on April 17th. I did receive an order however the order is for the wrong pool. The packing slip even shows that they sent the wrong pool. Ihave tried for days to get this resolved everyone that I speak to is from overseas and they seem to not know much about my ********* agent even thought I ordered it from ****** when I did not I ordered it directly from their website.

  

  Business Response

  Date: 04/30/2025

  We apologize for this mishap. Our warehouse has already set up a new shipment and the correct pool will ship out within 1-2 days. The return/incorrect pool will be picked up tomorrow between 9am and 7pm and the customer is aware. 

  Customer Answer

  Date: 05/03/2025

  received an order yesterday and it was yet again the wrong order. We ordered the weekender and yesterday the Freestyle model arrived. Things the second wrong order we have received 

   

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

  

  Business Response

  Date: 05/05/2025

  ***************start="88" data-end="91">After reviewing your case and confirming that youve spoken with our team, it appears that the pool you received is correct. Please continue working with *****, our Above Ground Pool Specialist, for further assistance. 

  Customer Answer

  Date: 05/22/2025

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:04/23/2025

  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.

  On march 17th 2025, I brought my pool pump to the store because its motor had failed. The technician recommended and sold us a replacement pump, which they assembled on-site. Within two weeks, the pump began leaking, prompting us to return for a follow-up inspection. Unfortunately, the technician failed to thoroughly disassemble and examine the pump, casually suggesting that the issue might be due to a faulty part without conducting a proper diagnosis.Seeking a resolution, we consulted another technician, who identified critical errors in the assembly performed at the other Leslie store. Specifically, a seal was installed in the wrong direction, directly causing the leak. Furthermore, the motor sold to us was the incorrect size for our pump, leading to overheating and irreversible damage to the pump housing. These errors have rendered our pool inoperable, significantly impacting its efficiency and requiring costly repairs.When we contacted the store to address these issues, the managers response was deeply disappointing and unprofessional. Not only did he dismiss our concerns, but he also refused to take responsibility, directing us to deal directly with the employee involved. When pressed on the urgency of the mattergiven the ongoing damage to our pool systemhe instructed us to call back the following week to speak with the employee, showing a complete lack of accountability or urgency. This handling of our complaint was unacceptable and exacerbated our frustration.The combination of being sold an incompatible motor, improper assembly, inadequate follow-up service, and dismissive management has led to a destroyed pump housing, a malfunctioning pool, and a motor that now appears to be failing. This experience has not only caused financial harm but also eroded our trust in Leslie's as a reliable retailer.

  

  Business Response

  Date: 04/30/2025

  Hello. We show this issue was already resolved. Please confirm. 

  Customer Answer

  Date: 05/14/2025

  
  
  Hello,
  
  I am writing to formally address an unresolved issue with Leslies Pool Supplies concerning a promised refund that has not been credited to my account. I filed a complaint last month regarding damages caused by Leslies to the pool system because of their inexperienced technician. Following the complaint, I received a call from the district manager, ****, who assured me that a refund would be processed within 1-2 business days. A pending refund briefly appeared in my bank account; however, upon further investigation with my financial institution, it was confirmed that Leslies canceled the refund, and no funds were credited to my account. Since then, I have made multiple attempts to contact the district manager via telephone to resolve this matter, but my calls have gone unanswered.
  
  
  
  The failure to honor the promised refund, combined with the damages to the pool filtration system, has caused significant financial and emotional distress, as well as considerable time and effort to pursue resolution. This situation constitutes a breach of good faith and fair dealing.
  
  I demand immediate resolution, including the issuance of the full refund as originally promised, within 5 business days from the receipt of this letter. Should Leslies fail to comply, I am prepared to escalate this matter by filing complaints with the ************************ (***) and the ******************************************************. Additionally, I am considering pursuing legal action through small claims court to recover the owed amount, associated costs, and other damages done. 
  
  
  Thank you,
  Jay 

  

  Business Response

  Date: 05/19/2025

  We apologize for the frustration and delay. Weve spoken with the Store Leadership team, and the refunds the customer was awaiting have now been processed on our end.

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair 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.

  Rhis complaint is already fiked with Leslie's. I have been told I d be getting a call back from dm to talk to me about a management problem at the store. The company is very irresponsible for contacting an helping out in problems. Need someone from corporate dm regional manger to call me asap

  

  Business Response

  Date: 04/18/2025

  Thank you for your feedback, and we sincerely apologize for the frustration this has caused. Weve spoken with the District Manager, who confirmed that she has been in contact with the customer and is actively working to resolve the issue appropriately.

  Customer Answer

  Date: 04/18/2025

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ******
  
   
  

• Initial Complaint

  Date:04/11/2025

  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 pump replacement which was delivered. Along with the order I paid for the installation. Two employees (at different times) came to install the pump; however, both were not able to make the pump work and instead recommended an electrician. So, I hired an electrician which cost me hundreds of dollars to figure out the issue. It got fixed but the issue was that both employees installed the pump incorrectly. The tried calling them to resolve the issue. I was referred to another country as they outsource customer **********************. On top of that it cost me more pool chemicals to fix the issue when in fact it was the companies inefficiency that caused all the trouble, not knowing what they're doing and not highly qualified technicians. I have not heard from the company since to resolve the issue. I requested for a refund for the installation, but no response received. I hope you can help. I appreciate an immediate response to this request.

  

  Business Response

  Date: 04/17/2025

  We recently became aware of this feedback. On 3/31/25, we addressed the concerns by issuing a $50 Pool Perks credit and informed the customer via email that we would look into the matter further, applied the credit, and closed the case. The technician appropriately referred the customer to a licensed electrician, as the issue fell outside the scope of our services.

• Initial Complaint

  Date:04/09/2025

  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 bought a pool vacuum back in September 2024. It worked the first month. After that I have taken it in 5 times and they have replaced stuff. The 6th time they came to my house. It is a lemon. Now, they wont do anything else. I am a single woman that doesnt make very much money. I paid 600 pr 700 for a vacuum that doesnt work. I called them today at Leslies pools and got hung up on by the Manager *** and by the other *** *****. To me that is not customer **********************. I believe they should give me another one. I have had nothing but trouble. I have ** and my left side I can barely use so, every time I have had to carry the vacuum back to the store it has been very hard on me. My pool is dirty and I would like for this company to make it right. Thank you. **** ******

  

  Business Response

  Date: 04/11/2025

  Were sorry to hear that you are not satisfied with your experience with the product.
  After reviewing the cases and warranty repairs, we can confirm that all actions were handled in accordance with the manufacturers warranty. Regarding the current repair needed, it is unfortunately not covered under the warranty; however, we are able to complete the repair.
  In an effort to improve your experience, we would like to offer you $100 in PoolPerks to help cover the cost of the repair.
  Please let us know if you agree to this offer, and we will be happy to move forward.