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

  7435 W Cactus Rd Ste 113 Peoria, AZ 85381-5300

  
• 

  Leslie's

  4601 E Bell Rd Ste 13 Phoenix, AZ 85032-9338

  
• 

  Leslie's Swimming Pool Service

  4639 E Speedway Blvd Tucson, AZ 85712-4633

• 

  Leslie's

  10390 N 90th St Ste B Scottsdale, AZ 85258-4432

  

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:01/14/2023

  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.

  contracted to have a new hayward pool filter installed. They did not install the pressure gauge, left it outside.Spoke to **** about having it installed, he said the people who just installed it did not sub-contract for them anymore. I told I hired your company. He said he would find out and get back to me. Never did. Contacted him today and he said to come pick up some pipe tape and I could do it myself.

  

  Business Response

  Date: 01/20/2023

  Hello, 

   

  Have escalated this issue to the Regional Service Director so he may assist with a quick resolution. 

   

  We thank you for your patience. 

  Customer Answer

  Date: 01/20/2023

  
  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,
  
  *********************************
  
    I will view this response complete when I receive satisfaction from the company.  I look forward to speaking with he company representative when they reach out.
  

• Initial Complaint

  Date:01/09/2023

  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.

  Trying to purchase a pool heater since 9/29/22 from Leslies in Vistancia, ****** (***************) from the store manager ******************* and keep getting the run around with not one returned call ever, just text messages to be patient while she is in the hospital. I paid $160.00 toward service call and have received nothing but **********, literally NO ONE KNOWS ANYTHING when I try to call the store. I have a total of 9 texts from ****, the very last one being 12/2 where I asked for an update and did not get an answer. I have been promised over and over that the pool heater is on order and to be patient because they would like my business. At this point, I have been very patient and want an answer and/or a refund. Looking forward to a professional reply!

  

  Business Response

  Date: 01/13/2023

  Hello, 

   

  We are so sorry for the issues that you have faced, we are currently working with the leadership team in that area to provide a resolution. 

   

  We thank you for your patience. 

• Initial Complaint

  Date:12/15/2022

  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 have a hot tub and sanitize with Bromine.I cannot get the hardness level in the water to increase.Leslies sales person #***** (Chance E) in store # *** sold me a tub of Conditioner Enhancer totaling $60.60.She said this product would solve the problem. I told her I use Bromine, she said it did not matter, even though the label says for Chlorinated Pools. Bromine is no where on the container.I tried to premix the product in a bucket. I stirred, shook it and let it sit. This was about 10/26/22.The granules NEVER dissolved to this date. I have the original mixture and it is still not dissolved 12/15/22.I returned to the store for a refund. Another employee said since I opened the container, she could not refund.I had to open it to know it is defective ! The printed label says "Quality and Satisfaction GUARANTEED".I returned home (I live 50 miles away) and called corporate in *******, ** ************** for a resolution. Customer ********************** said they would have a regional manager contact me. That was 16/11/22 and to date 15/12/22, no one called.

  

  Business Response

  Date: 12/20/2022

  Hello, 

   

  We have escalated this issue and a member of our leadership will be in contact with you to work towards a resolution.

   

  Thank you. 

  Customer Answer

  Date: 12/20/2022

  To decide this matter with an Accept or Reject, I have to choose Reject.

  I do not wish to close this complaint with only Leslies Pool, Inc.'s vague response.

  I do not have their confidence that anything will be resolved once I agree to close this complaint.

  They have already demonstrated so by their non-action to date.

  There is nothing to debate on this subject : Either they will or will not stand by their product and do the right thing, which is a refund for their guaranteed product.

   

  I find it difficult to believe a large corporation cannot afford to easily close this matter with my total requested refund.

   

   

  

  Business Response

  Date: 12/28/2022

  Hello, 

   

  The District Manager for your area has attempted to reach out to you, can you please contact them back at your earliest convenience so we may get this resolved. 

   

  Thank you. 

  Customer Answer

  Date: 01/10/2023

  
  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:12/13/2022

  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.

  I ordered an item on Order Date:Nov 27, 2022 Order Number:WLP0883401 Altec Lansing - RockBox Mini Bluetooth Party Speaker Item No: ****** Price: $129.99 each Ive called in 12/9,12/12,12/13 get reassured that this will be escalated and shipped and that someone would follow up with me. Today 12/13 called in to demand a manager- spoke with *********************** who explained that theyre waiting on the vendor whom theyve emailed. They could have told me this a while back. All throughout this process no one has called me or updated me on shipping. The item is still pending shipment as Ive been waiting 17 days and counting to get my shipment. ************************** , ************ and ***** name is all I have. Would like my item this month and asked for item to be priority shipping but **** informed me that isnt possible. Additionally would like follow up calls daily till my item ships with a Tracking number please. They wont reimburse me or compensate me.

  

  Business Response

  Date: 12/14/2022

  Hello, 

   

  We do apologize for the delay in your order, we have issued a full refund. Please allow 5-7 business days for the funds to be reflected back to your account. 

   

  Thank you. 

  Customer Answer

  Date: 12/19/2022

  
  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:12/06/2022

  Type:Customer Service 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 pool pump in 2019. Had problems so went to store to report it on Nov 15. Heard nothing. Went back 1 week later. Technician came Nov 28.He said it would be fixed in 1 to 2 days. Never anything after . He left no paperwork.We called 800 no 4 times getting nowhere.Called store again and the company notified us that someone was going to look at it. Not that they would replace it. We feel we r being neglected and not helped at all . We have purchased all our pool supplies and our pump, heater, and salt water system from Leslies.

  

  Business Response

  Date: 12/12/2022

  Hello, 

   

  Was the pump fixed on your 12/09 appointment?

   

  Thank you.

• Initial Complaint

  Date:11/24/2022

  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.

  On 10-25-22 I purchased a waterway 2hp spa pump from Leslie's pools online I received the pump and installed it in my spa it was nonfunctioning I emailed Leslie's pools and told them the pump they sent me was nonfunctioning and defective they sent me a return email stating since I used and installed the pump I would have to go thru warranty with the manufacturer waterway 1 st I did not use the pump it was nonfunctional from the get go 2nd you can not run a spa pump dry so you have to install it so it has water in it to test it so I contacted the manufacturer waterway and they tell me my order is in the system but they don't have the 2hp motors in stock and can't tell me when they will have them on 11-22-22 waterway emailed me they still don't have the 2 hp motors but could send me a 1.5 hp pump next week I told them NO I purchased a 2 hp pump and my spa calls for a 2hp pump why would I want a 1.5 hp pump as of now ***** -22 I have nothing this should have been exchanged by Leslie's pools back in October poorest customer ********************** out there

  

  Business Response

  Date: 11/26/2022

  Hello, 

   

  We sincerely apologize for this experience, since you contacted us within the 30 day return time period we have initiated a return for a replacement order. You will be receiving an email with a return label, once the defective product is returned and checking into our warehouse a replacement will be sent out to you. We thank you for your patience. 

• Initial Complaint

  Date:11/01/2022

  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.

  ****** Pools is baiting and switching customers with pool closing. I was quoted online, and by phone, that pool closing would be $250 plus a $45 trip charge. When they arrived, I confirmed and allowed the work to begin. After it was done, I was told it would now be $320 plus a $48.15 trip charge. Since I verbally requested a price before services were done and were quoted the price they gave me, I should not be asked to pay the additional fees they added. This is a clear violation of bait and switch. The seller should clarify the price when a customer inquires about ********************** and price and not say it is an estimate. After I reached out to customer **********************, they quickly told me the price and asked me to send the quoted price to them. They are trying to scam people by making them believe they are cheaper until the service is done. Local pool places near me had a better price, but Leslie said they could match, and they were wrong. I request that the agreed-upon price be honored, or I am left with no option but to take this to court and allow a judge to preside over the case. I am tired of these companies deceiving customers with lowball offers and then jacking up the price. The work was done on 11/01/2022 at around noon and I disagree with the higher price after the initial quote. If they cannot quote the work then they should not have given me a price. I have also filed with the State Attorney General and the ****

  

  Business Response

  Date: 11/04/2022

  We sincerely apologize for your recent experience and we have escalated this so the leadership team can look into this further and prevent this in the future. A member of our customer ********************** team will be reaching out to provide further assistance. 

  Customer Answer

  Date: 11/05/2022

  This is not resolving it; beyond that, they will send an email. I have stated what I am requesting and prefer them to agree on this open forum to resolve this issue. I am not asking for anything outside the scope of the agreed price I was given. I was quoted $250 closing costs and a $45 trip charge. I shouldn't have to wait for an email where this has already been going back and forth, and I am being told tough. While I understand the BBB isn't the mediator, I am allowing ****** Pools to do the right thing on here or not to show people that they are a company of their word. If we cannot resolve this here, I will be left with no other option than costly and public court proceedings. I am trying to be reasonable and resolve this here and now by having you agree to the price quoted. I have the quote, and you do not have a signed work order from me agreeing to the increased price, as I have shown, so you have nothing that I agreed to a price increase that would be binding or legal in court. Agree to the price of $295, and this will be resolved. I will not pay the $368.15 increase you are trying to charge me on principle alone.

  

  Business Response

  Date: 11/09/2022

  Hello, 

   

  Per prior communication the price was going to be honored, the local store in your area had attempted to contact you to collect payment. 

   

  Thank you. 

  Customer Answer

  Date: 11/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business about 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.
  

  A call was never made it me, but I stopped today, 11/17/2022, at your *******, **, location and paid. Store number 669, ticket #*****. 

  Your company also made an agreed additional store credit of $150 in an email I have after I paid. I have satisfied my end now. I will await your credit. 

  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  Date:10/31/2022

  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 have been using Leslie's Pool supplies since 2012. The business is located at *******************************. *** **.. We have much from this store and this is the 3rd pool cleaner we have purchased. The sale was a $125.00 rebate on a close to $500. cleaner. Took me over 15 calls and aggravation to get the rebate. Finally went back to store and said you have to complete this and they did. I received the $125.00 **** card in March and in September it expired even though it is a debit card. I have $45,00 left on the card and to get it reinstated they told me it would be almost $13,00 to do this, and I would have $33.00 left on the card. This is so wrong in good business practices.

  

  Business Response

  Date: 11/02/2022

  Hello, 

   

  A member of our leadership will be reaching out to you for further clarification. 

   

  Thank you. 

  Customer Answer

  Date: 11/02/2022

  
  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:10/14/2022

  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.

  I purchased a pool heater from Leslies in September of 2021. They installed the heater. I was advised it has a 2 year warranty. I contacted them in Late August of 2022. Less than one year of purchasing the new heater because the heater was no longer working. August 25th - A technician viewed the heater and said he needed to order parts. August 31st - The technician installed the parts and notified me it did not fix the problem and would ask another technician to look at the heater. September 7th- A new technician said the heater was fine but the issue was with the gas line (note: same gas line for 30 years and worked with the previous heater and with this heater). I called the gas company who came out and checked the line and verified no issues. I advised the technician via his cell phone (as he requested). September 21st - The technician returned. I was home (as I was each time to assist where I could) and he was here for approximately 1 hour. He called me stating the heater was now running and had run with no problem for 40 minutes. I told him I would come outside and verify. He stated he had already left my property. I verified the problem still existed (no change to the original issue) Called twice to get an appointment. October 14th - A technician arrived and within 5 minutes as he was leaving stated that his manager said all warranty work for Leslies was being done by ******* (the manufacturer of the heater) and gave me an **** number. I called and ******* advised me that the company who sold and installed the heater performs all warranty work. I stated Leslies told me otherwise. ******* said to contact Leslies.I left a message for the technician who had advised me to call Pentair. (no response). I called Leslies customer ********************** desk and described the most current problem getting this resolved and she stated I have a 2 year warranty and that Leslies does perform that warranty work. She said a service manager would call me.Once again nothing.

  

  Business Response

  Date: 10/18/2022

  Hello,

   

  We are currently working with the leadership team in your area towards a resolution. 

   

• Initial Complaint

  Date:10/02/2022

  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.

  We had ordered a pool cover and have already paid for it. Multiple times, someone was supposed to come out and take measurements since it is a custom cover. We received a date and nobody showed up. When we complained, we were told that somebody showed up but they realized it was for pool measurement for a cover and that they do not do that and they left without informing us or their manager supposedly. Weeks went by with us contacting the Salem ** store and we have been dealing with the manager ***** there. She has let us know on MULTIPLE occasions that she will be contacting the person to come out here for an appointment and then she will call us back. She NEVER calls us back, ever! We have to constantly chase her down if we even get lucky that someone answers the phone at that store. We have even called 1-800-LESLIES and we were supposed to receive a call back with an appointment day and time and guess what, no call. We have paid! Where is our product and service! I have never dealt with a company like this in my life. I am more than aggravated at this point since the cold weather is here and I am surrounded by trees dropping pine needles and leaves in my pool now that fall is here. This has caused me so much work on my end to continue keeping the leaves and pine needles out since we should have had this covered installed a month ago and wasting my time chasing down someone for an appt still for measurements! This is absolutely crazy!

  

  Business Response

  Date: 10/13/2022

  Hello, 

   

  Out service manager for the area did advise that they reached out and provided assistance with this.