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:05/12/2023

  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 went into Leslie's Pool Supply #**** in ********** ** for a water test and to purchase pool chemicals. On attempting to complete the purchase the store POS said that my debit card was declined, knowing there were sufficient funds we tried again and it was declined again. I checked my **** of America app and there was an approved transaction in the amount of $310.52 that had been approved. The store manager said I should call the bank. The bank said the store needed to record the sale or issue a refund.The store manager was unable to do either. I left without my chemicals. On 4/27 the charge posted to my account (went from processing to posted). I contacted both the store and the 800# for Leslies. After much run around and significant delay I was finally told that their treasury department was issuing a refund on 5/2; that it would take 5-7 business days to post to my checking account. It has now been longer than that and I have not received my refund. I wish to have a phone conversation with an upper level manager at Leslie's corporate offices. I further wish to have Leslie's purge all of my customer information from their records as I will no longer do business with Leslie's.

  

  Business Response

  Date: 05/18/2023

  Due to policy we were provided an ETA of the refund being returned by the end of the month. We have completed all the actions on our part and we are waiting on the financial institution to complete the refund.

  Customer Answer

  Date: 05/18/2023

  I wish for someone from Leslies to contact me and explain why it took so long for the treasury team to engage and respond to my complaint. It took a ridiculous amount of time for Leslies to respond. 

  

  Business Response

  Date: 05/18/2023

  We were actively collaborating across multiple teams to ensure there was not a quicker resolution to the issue. After exhausting all options we were forced to wait for the timeline provided from the financial institution. The refund was issued prior to the complaint being received. 

  Customer Answer

  Date: 05/19/2023

  And I'm still awaiting a call from someone at Leslie's to discuss what happened. Treasury didn't respond for a week after I initially reported this issue, based on the emails that I did receive prior to making the complaint with the BBB. My initial report to Leslie's went ignored and nothing was done until I called in a second time and followed up with an email. It was the email that actually seemed to ****** any attention and the phone calls did nothing. No cases were opened, nothing.

• Initial Complaint

  Date:05/07/2023

  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.

  ***** from Leslie's pool ***** .. ****** pools **** and have racist undertones. I've requested on 3 separate occasions , that I be cintact by a sup or management about the horrible service I've received since the 1st pump was replaced in March. No call ..2nd pump replaced and it doesn't work. ***** isn't responding and the last case I opened, Leslie's reply was a complete and total lie and yet no one has called to get anything cleared up. I've asked for a full refund 2 times..

  

  Business Response

  Date: 05/08/2023

  A member of our leadership team will be in contact with the customer to work towards a resolution. 

• Initial Complaint

  Date:05/06/2023

  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 was at Leslie's in ******* **. around 2:00 pm 5/6/2023 getting my water tested and buying supplies for my pool. The new associate that was recently hired was helping me with getting my water tested. After the test was completed the manager (I assume) begin to talk to me about the result of the test. He then informed me about what I needed to get and how to use it. It was a lot of information to process at one time at the checkout window. I as him how to use 1 of the products again. He (the manager I assume) then to proceed with an attitude telling me that he already told me how to use the products. So after the transaction, my sister informed him that he was extremely rude and he didn't have to act that way. He then proceed to yell at us telling us to get our black a** out of his store. I contacted ****** number at ************ and the customer ********************** representative said "so what do you want us to do about it".

  

  Business Response

  Date: 05/08/2023

  We are so sorry to hear about your recent experience, can you please provide your phone number so we can escalate this further. 

  Customer Answer

  Date: 05/09/2023

  
  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:05/04/2023

  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.

  On Monday, May 1, 2023, I attempted to place an order on the Leslie's Pool site for $346.49 using my available Pool Perks of $256. The first attempt returned an error, so I re-attempted. The second attempt produced hundreds of errors that scrolled down several screens on the page, so I immediately called support. After speaking with support and them investigating, he finally said "Ok, just resubmit the order without trying to use Pool Perks, then give me the order number and I will credit the order". I resubmitted and provided Order # WLP0991667. Then he said that it can take ***** minutes for it to show up in his system, but he'd credit it as soon as it appeared.After several hours, it still wasn't there, so I contacted a chat agent. After speaking with her and her re-doing the investigation, she then guaranteed to me in chat (I have that transcript) that I would receive the credit back. Shortly after that, she called me back to tell me that I will only receive a credit for $69 instead of $256 because they couldn't find all the Pool Perks. So, I told her I have a screenshot showing the $256 - she sent me an email so that I could reply and provide the screenshot, which I did. Then she told me "Ok, you'll receive a confirmation within 24 - 48 hours".It is now Thursday, May 4, 2023 and I still haven't received any further communication or any credit on that order. Please provide the $256 Pool Perks credit as promised.

  

  Business Response

  Date: 05/05/2023

  Hello, 

  We have added the necessary pool perks back to your account. Please log into your account and ensure everything is completed. 

  Customer Answer

  Date: 05/05/2023

  
  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.

  Honestly, I didn't want Pool Perks back, I wanted the credit applied to that order as I was promised... I'm not looking forward to dealing with another Pool Perks issue in the future, but I'll have to cross that bridge when I come to it.
  
  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  Date:05/01/2023

  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.

  11/19/22: A pool pump motor was returned to Leslie's Poolmart. The motor was originally purchased 2/8/22 for $333.24. It was returned because it stopped working and it had a 1 year warranty. Leslie's determined that it was covered under warranty and it would be credited to my credit card acct ending in **** (Return Confirmation Order SLE49110). They said I needed to re-order a new pump which I did. A different credit card was used to purchase a second motor for $333.24 on 11/19/22.1/2023: My credit card statement did not have the $333.24 credit. I called Leslie's Store 529 and they said they didn't know why and that a credit was issued.1/15/23: I filed a dispute with my credit card company BOA (Claim *********) against Leslie's Poolmart.3/22/23: BOA credit card services denied my claim stating they cannot intervene in situations involving a merchant's return or refund.3/23-3/29/23: several attempts to call and email Leslie's Poolmart Store 529 speaking to Mgr. ******** and *************** ******************** I have not received my $333.24. They now say I have a Store Credit, but I do not want a store credit. If a store credit was to be issued then I would have used that to buy the second motor. The store manager agrees that we should receive a credit, however, she is not the one who can write the check. Many detailed emails have been sent requesting a refund. I hope you can help.

  

  Business Response

  Date: 05/08/2023

  A corporate check is currently being processed for a refund.

  Customer Answer

  Date: 05/08/2023

  they are saying it will take 6 to 8 weeks for a check to be processed which is a rediculous amount of time considering I have been trying to get this resolved since January. I would like my refund now. 

  

  Business Response

  Date: 05/15/2023

  In order to complete the refund due to the age of the purchase it will need to be sent via corporate check. We have followed up with our accounting team to get a more accurate ETA 

  Customer Answer

  Date: 05/21/2023

  
  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:04/30/2023

  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.

  We called for an pool error of no salt level reading. The tech came out and said control panel went bad not reading amps. We ordered a new one and Within a week he installed the new control panel. After the installation we received new errors of pool temp error and water sensor open error. He was looking at the display board and dropped it and broke. He replaced the display board free of charge and taped it back on but then we noticed the pool heater wasn't working. It was working before he touched anything. We mentioned that to him and he accused us of lying and trying to get a new heater. Words were spoken and he kept lying about what he was doing. He had no idea of what he was doing. We asked him to leave. That was June of 2022. When we opened our pool in April 2023 our pool guy who installed our pool after hearing what was done in June told us we needed a certain part which was the water sensor hence the error from the beginning that Leslie's tech said replacing that part was not a big deal. When our pool guy came to install that part he noticed that the wires were not connected properly and that the clips to the display board were missing. That's why he taped it. That wire not connected was to the heater. Leslie's tech did not reconnect that wire and that's why the heater wasn't working. Our guy reconnected it and it worked. All this cost us about 1200.00 and our problems increased to more errors that he never fixed. We have documentation of the conversations and the receipts.

  

  Business Response

  Date: 05/03/2023

  The service manager for the area attempted to contact the customer but was advised they were not available to talk and to call back Thursday or Friday. Once the service manager is able to get in contact with the customer we will be able to provide a resolution. 

  Customer Answer

  Date: 05/03/2023

  
  
  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:04/29/2023

  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.

  March 29th my pool pump was replaced by ******************. I was told over the phone by a Hindu guy that they could have someone come out and clean my pool . ***** came out to look at the old pump and it was at that time he explained thst they do not clean pools. I let him know I would not change the pump if I couldn't get someone to keep the pool clean. He assured he'd could help me out so I agreed to purchase the $1000 pool pump from Leslie's. Well he installed it and gave me the number to a guy the business name ***** pool cleaning. Well it is now 5/29 the pump was making such a racket and the poll guy took 5 weeks to clean my pool ..still its not clean and now the pool pump is no longer coming on. I had an appointment Thursday for **** to come by and he never called or showed instead they supposedly gave his job to another guy and that guy didn't know what was going on. They were supposed to arrive between ****pm. He called at 5 as I was leaving work. I've xalked several times to get something done and still I'm not getting anywhere. My electric bill is sky high cuz the pool boy had me constantly running the pump the water bill is high and I still have no pool to swim in nearly w months LATER ??

  

  Business Response

  Date: 05/02/2023

  There was a tech that arrived to the customer's home on 05/01 and the tech advised the job was complete with the customer's signature  

  Customer Answer

  Date: 05/03/2023

  The response tecieved fom Leslie's is a complete and total lie ..please attach any documents singed by me on May 1st. 

  

  Business Response

  Date: 05/03/2023

  Our apologies, a tech did go to the customer's home on 05/01 and the tech advised the customer was not home for the appointment. Was the issue not resolved during this appointment?

• Initial Complaint

  Date:04/26/2023

  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.

  Ordered a pool and then a few days later decided we didn’t want it. Son called and cancelled it and then 15 mins later was getting emailed it shipped. Waited to ship it after he told them to cancel it. They del it and sat it out in the rain and the pallet got wet so when we were gonna ship it back the pallet broke bc it was wet and they said they want take it back without pallet. Internet says can return to store so he took it today and still having heck with the foreigner on the phone. They want it back on a pallet and in wrap and pics sent to them and file something. Why so much hell to give your merchandise back that you were told not to ship. U waited til we called to cx and then shipped it. Your filthy. I want my money back and this pool back at your warehouse or I’m getting an attorney

  

  Business Response

  Date: 04/26/2023

  Hello, 

  We were not able to locate the order with the contact information. Can you please provide the order number / contact information associated with the order for your above ground pool. 

  Thank you.

  Customer Answer

  Date: 04/26/2023

  It’s under ****** ****** He was told by a lady take it back to the store for refund and he did he gets there on his lunch break the Leslie’s in monroe, la called the people the pool was shipped from and the same lady says something diff like the store can’t take it back. Then we have to put it back on a pallet that we don’t have bc the del place left it in the rain and it fell apart and they want us to take a pic and send it to them to even see if we can even return it. They know it’s been almost thirty day and we been fighting this. So they dragging it out so it’s to late to return it. It’s still in unopened boxes. 

  

  Business Response

  Date: 04/27/2023

  What is your order number so that we can look into this for you? Also once an order processes we are not able to stop shipment. 

  Customer Answer

  Date: 04/27/2023

  order number ********** and the order was placed on a damn sat and try to cancel on that Monday. Don’t play that processing shit with me. As soon as he said he wanted to cancel it automatically shipped out 20 mins later. Y’all have done this to several people so u don’t have to refund them. U should be shut down. Ur own employees said the customer service sucks that they should have told us not to order from you. Y’all should be shut down

• Initial Complaint

  Date:04/10/2023

  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 bought a Jacuzzi Salt Cell in July 2019 and it needed to be replaced for the 2nd time in June 2022, it was still within the 3 year warranty when I reported the issue. The technician came out and said he would order a replacement but it would take a while because this model was no longer being manufacture and he wasn't sure which model it would be replaced with. He would call when it came in. Never received a callback. I called the service department and store several times and reach time received same line that they would look into and callback but nobody ever calls back. I called the service department again after the holidays and they sent a technician out on Feb 6th, 2023 who again said he would order a replacement. I checked back a month later when I still did not receive a callback. I spoke with a supervisor who said he could not resolve that he would have to hear back from dispatch, dispatch has to check with the technician and get back to him. He never called back. You cannot speak directly to dispatch so nobody can provide a resolution when I call into the service department.

  

  Business Response

  Date: 04/24/2023

  We are working with members of leadership to get an appointments scheduled as soon as possible. Once we are able to confirm the item our dispatch department will be in contact with the customer. 

• Initial Complaint

  Date:03/25/2023

  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 ordered a part through this company for two parts. The total was $152. The charges dropped and then reappeared for $80 find out that they only had one part so theyre gonna charge me for one then on their own they went ahead and charge me another $80 without my consent on a chase credit card without calling me or notifying me and I havent received the park.

  

  Business Response

  Date: 03/27/2023

  When placing online orders we do an authorization for the order total to the customer's account. As the order ships the finalized charges are placed to the customer's account in the amount of the product shipped. I believe the customer saw the authorization of the total charge but the items shipped at separate times and that is when the separate charges were posted to the customer's account. Both items have been delivered under tracking number 396115726775 & 396037953066