Complaints
This profile includes complaints for Leslie's's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 175 total complaints in the last 3 years.
- 46 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:09/28/2022
Type: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 salt system in June of 2021 and had it installed by Leslie's. They offered a warranty to repair it in the case of problems.The salt cell went bad this year. Leslie's came out in June and verified that it was failed. It is now almost October and still no replacement.They claim they have not been able to get the new cell. I would like this replaced with a different model if they still don't have the same one or a full refund of my original purchase. They have refused both options when I have them called them. They still don't have a date for me!I have now had to purchase an entire season of chlorine to maintain my pool because my "under warranty" salt cell has still not been replaced.
Business Response
Date: 09/30/2022
Hello,
We have escalated this and are looking into a quick resolution. We thank you for your patience.
Initial Complaint
Date:09/27/2022
Type: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.
This complaint is because Leslie's has ignored my original BBB complaint as of 9/27/22 at 8:45AM. Here is my original complaint information:Complaint ID:17695973Filed with:BBB *************************************************************************** Phone: ************ Fax: ************ Email: **************************************** URL: http://bbb.org Date Filed:8/9/2022 Leslies had agreed to show up yesterday after months of delays, ignored calls, and incompetence. Then, after they finally set up an appointment to replace the defective heater, they no-call/no-showed. I have left messages with the company and have gotten no response. Leslies is clearly incapable of operating a good faith business since it has been nearly A YEAR and my pool is in worse shape than the first day I moved in. At this point, I do not believe I owe the bill for this service anymore. After nearly a year, I do not believe Leslies deserves a single ***** from me. Replace the heater as promised, finish repairing my pool lights, then go away.Business Response
Date: 09/30/2022
BBB complaints are closed by the BBB when we do not receive any responses. We have escalated this further, please continue to respond to this complaint to ensure it is not closed without a resolution.Initial Complaint
Date:09/26/2022
Type: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 ****************** in June of 2021, it is barely a year old since it was installed, and it did not work the entire year of 2022, i have called the cooperate office dozens of times ,finally after a month plus they sent a tech to look at it, i was told it needed a part which would take 2 weeks to come in, when it did come in they said the tech could not install it for another 2 weeks! Finally i had my own pool tech install the part and another part it needed, now it's working but it is now leaking water from somewhere, i was told by ****************** that the heater was out of warranty because before i bought it, it was in the ware house for 2 years prior, i have paid for the repairs out of my own pocket, it is a piece of junk, and with all these problems now imagine later, i want my money back, or a brand new unit, i am being deceived by this company. Thank youBusiness Response
Date: 10/10/2022
Hello,
We are working with the leadership in your area towards a resolution.
Thank you.
Customer Answer
Date: 10/10/2022
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,
*******************
Customer Answer
Date: 11/14/2022
I am officially rejecting ****** Pools response, i thought when i agreed to letting the company discuss my issue they were going to come to a resolution and satisfy my concern NOT close my case! i am very dissatisfied with this company and their response, i am restating as per my previous complaint which they are very aware off, i want my money back or a new unit! please do not close this case until they agree to one of my demands , they have a record of all my complaints, this heater is a piece of junk! the worst part is i have given them my business loyally when i could have done business with ************** pools which was local for me. this is totally unfair.Thank you ******************* ,Business Response
Date: 11/17/2022
Hello,
Can you please advise who installed this heater?
Initial Complaint
Date:09/24/2022
Type: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 hot tub/spa. There have been a number of issues requiring service. I cannot get Leslie’s to respond or come to fix the issue. I was assured there was a 5 year warranty. The spa is 15 months old and has a number of mechanical issues. I have had to seek private, 3rd party work, despite a warranty. They refuse to acknowledge the problem, or schedule a service call in a timely fashion. I cannot reach anyone in their service department and when I do, they say they don’t handle the issue. The one woman who did respond, had all of the wrong info. I’m consistently told from the employees at the store that only a manager can handle this issue, who is also never on site when I call or physically visit the store where I bought the hot tub from.Business Response
Date: 09/28/2022
Hello,
Do you have a copy of the receipt or the order number so we can follow up with the store this was purchased at?
Customer Answer
Date: 09/28/2022
Please find attached the original receipt from Leslie's Pool in ******** ** for the hot tub referenced in this complaint. I've attached it in both PDF and JPEG formats for your convenience and ease of viewing. Please let me know what my next steps are. Currently, Leslie's Service Department is still not returning any of my communications.Business Response
Date: 10/05/2022
Hello,
Our service department attempted to call you and left a voicemail with the your next appt date to service your spa.
Thank you.
Customer Answer
Date: 10/10/2022
Leslie's service department did leave a message assigning me an appointment day and time which was 6 weeks away and also happens to be when I will be out of the country. I tried to call back 7 times, to which I was hung up on twice, and then they wouldn't answer phone. The spa cannot sit unattended, with this issue, for 6 weeks, as it would be a safety and hygiene danger. After indicating to Leslie's part time manager that this was unacceptable, i was told there was nothing they could do and they will "try to keep an ear out." I also again, visited the store only to have an associate tell me again that the manager is not there (he has never been there when i've gone in) and he's the ONLY person who can do this. 2 weeks later I received a call from Valley Pool in Pittsburgh, Pennsylvania, which, mind you, is 8 hours away from me to try to trouble shoot. I commented on her calling me 2 weeks after the complaint was issued and she said she had received it the night before from Leslie's in Norwalk, CT. I gave her the timeline of events that has transpired and she was even disgusted by the level of customer service as a separate entity who services and sells the same brand spa I have. I'm still confused as to why Leslie's' is outsourcing to a facility 8 hours away. Fast forward to now, on Thursday, 10/6. I received another voicemail from India with an closer appointment time, which again, doesn't work for my schedule. I tried returning their call, same thing occurred as before. There's no one answering. The part-time manager at Leslie's emailed me to confirm this appointment and I did tell him that I wouldn't be needing the appointment. We have gone private with our maintenance and repair and will work directly with Valley Pool in Pittsburgh for parts and warranty.
Initial Complaint
Date:09/22/2022
Type: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 July 5, 2021 I purchased a 12 mil solar pool cover from Leslie's Pool Supply. Six months later the cover started deteriorating. It is now September 2022 and I have removed the cover and tried to return to Leslies for a replacement. The store is maintaining the bubble issue is not covered under warranty. I know NOW the bubbles are not covered under the warranty. My issue is that the cover is supposed to be 12 mil in thickness but that it not correct. According to my micrometer the bubbles are 2 mil in thickness. The bubbles are what need to be 12 mil not just the seams as the bubbles are what touch the water. I notice there are several complaints filed with this issue, something is obviously wrong here and Leslie's is failing to protect their customer. The manufacturer has removed material from their product over the years and the consumer is being defrauded. I have purchased these covers for over 25 years and it is within the last five years this has become a problem. It was apparent to the touch when I purchased this specific cover that the bubbles were thinner to the touch, I mentioned it to the store clerk, *******, at the time and he said, " news to him, but don't worry it has a 7 year warranty". I demand Leslie's provide a replacement cover.Business Response
Date: 09/28/2022
Hello,
The store has assisted the customer with their concerns.
Customer Answer
Date: 09/28/2022
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,
*****************************
The Store did replace my cover as a one time courtesy. I am pleased with the store management team's action. The unresolved issue will be that he product itself is faulty. It is listed as a 12mil thick pool cover , however it is only 2mil thick where the cover touches the pool water, (the bubbles) therefore failing within a very short period of time. My new cover will do the same thing within 1 year but I will not be cover again, per the store. The buying department needs to correct this issue with the manufacturer permanently. I am an experienced Senior Merchandising Executive and would like to discuss this issue with ************ ******, the Chief Merchandising Officer at Leslie's but I am unable to obtain his contact information. "Contact Us" a Leslie's website does not have a contact number for **************** and operator refused to connect me with his office so I could make arrangements to speak with him. The temporary fix is all the store could as they do not deal with the manufacturer. I would like to discuss the bigger issue with Merchandising.Thank you
Initial Complaint
Date:09/22/2022
Type: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 pool heater on March 14, 2022 from Leslie's Pools in ********* *******. The heater was lost from in shipping and only 1 person **** in the corporate office would help me get another one shipped. That arrived and it was installed by technician *****. The first time I went to use it there was an error code and the heater shut off. I contacted the corporate office and it took weeks for someone to acknowledge my concern. The part finally arrived and was replaced by *****. I went to use the heater again and it still had the same error. My wife was told by ***** that it needed a different part and was not order the first time because he didn't know about that code. The part arrived and ***** installed it. The next time I went to use the heater it had the same code. August 18th ***** came out and supposedly ordered another part. That part has still not arrived. I have called customer **********************, the store, and the district manager in charge of service and NOONE will assist me. They cannot provide a tracking number and now will not even speak to me. The manager says to call corporate and the district manager will not answer my text messages or phone calls. This has now been 6 months and I have wasted money on propane (which is now $5.71 a gallon) and time. All I am asking for is for is someone to correct the situation by either fixing the heater finally or installing a new heater. I spent $3500 on this heater and I have only been able to use it a hand full of times.Business Response
Date: 09/28/2022
Hello,
Were all the issues able to be resolved on your 09/26 appointment?
Thank you
Customer Answer
Date: 09/28/2022
No. The situation has not been resolved.Business Response
Date: 10/07/2022
Hello,
It does appear that you have a follow up appointment on 10/11, please let us know if you need further assistance following that appointment.
Thank you
Customer Answer
Date: 10/11/2022
A heater was installed but they did not hook up the gas line. I was told that I had to have the gas installed. I already paid $600 initially for this and should not have to have it done again. I asked for ***** to contact me about this and I have not received a call or any communication as to what the next step is or how long it will take to have someone out to finish the install.Initial Complaint
Date:09/20/2022
Type: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.
Purchased and had Leslie's install a new pool heater 1.5 years ago. I now have had two issues with the heater.We contacted Leslies on 8/28/22 due to the heater leaking. Reference #******* Service came out on 9/7/22. They were supposed to check the warranty and get back to us.We have call the local store and Leslies customer ********************** multiple times. I spent an hour on the phone on 9/16/22 and was promised a telephone call with a status update by the next morning.Today is 9/20/22. on hold now for 20 minutes.My pool is losing two inches of water per day.Business Response
Date: 09/22/2022
Hello,
It does show that a tech was scheduled to go to your house today. Can you please confirm that this was resolved?
Thank you.
Initial Complaint
Date:09/19/2022
Type: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.
Contacted ************************* service company for replacement parts as our system is over 20 years old. They asked us to go on and order all the parts ourselves. Then asked us to call them back to schedule the install. The technician that showed up was rude and short with me. Did not give us an update about the work just did it and left. So we called because things around filter were leaking and the circuit breaker to the filter kept tripping since the install. They sent a techician out and they came and left with out giving us an account of what the issues where. I called Leslie's service the very next day and they said that someone would call us and no one ever did. I called again a few days later and they said someone would call us and no one ever did. It has been several weeks and we are only able to talk to reps on the phone. Our pool is still not able to filter because of the circuit breaker tripping and our filter is still leaking water.Business Response
Date: 09/26/2022
Hello,
We are working with the service manager in your area to get resolution.
Thank you
Initial Complaint
Date:09/14/2022
Type: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 made an appointment with Leslies Pool to service my Pool. They set an appointment and sent me the link, which had the incorrect address on it, I replied they needed to correct the address. Then the day of my appointment they called and cancelled the appointment. They reschedule again, still had incorrect address, and I replied the same again please correct the address. Then perhaps an hour before the end of the appointment window they called and cancelled again, the customer rep told me they are very sorry and would not charge me the $45 trip charge and would give me 25% off the service call. My appointment was set again, and the address was still incorrect, corrected once again, and the tech showed up this time. During his service call he broke a valve fitting and called the customer support team who ordered me a replacement part. After a few days I got a message, my part was delivered, but nothing received at my home? I contacted them again and told them I did not get the part and they informed me they sent it to the wrong address, I cannot comprehend this. I asked them when they would correct that and was told I would be getting and update soon. They do not return my calls after that, I call daily and go over the same issue each dayyou did not provide the 25% off, you billed me for the trip charge, and I still have not received the replacement part. They tell me to go and take it up with the nearest store, I did, and they told me it is a customer ********************** division issue, they cannot help. The customer ********************** team even suggested I take it up with the tech?? I have no idea how to reach that member. I have asked to escalate to a supervisor, none available, now they are saying there is an escalation out there and someone will be calling *** have heard that for three weeks now and truly doubt anyone will call. I am asking for the broken part, my 25% off rebate, and removal of the $45 trip charge I was told I would not be billed. case #********Business Response
Date: 09/16/2022
Hello,
A member of our leadership team will be reaching out to for further assistance.
Thank you.
Customer Answer
Date: 09/19/2022
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:09/12/2022
Type: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 needed a new Hayward DE pool filter for my ****** gallon pool. I went to Leslie's Pool supply in May to purchase a replacement, with original paperwork and manual from when the old homeowners purchased the original filter in ****, asking the Store Manager for help in that I needed this filter. Store manager looked at information and told me he had what I needed, in stock, in the back. The new Hayward he was selling me was half the size, but rounder- when I asked if that was Ok, he said that manufacturing has changed since the old was purchased in ****, and that it works the same. I believed him. He contacted his 'pool guy' ******, to come to my home, remove and install new filter. This filter is NOT the same. It is TOO small. It was NEVER correct. He knows he sold me the wrong one and will not work with me to correct the mistake. It cannot keep up with my pool in filtering capacity, I am backwashing more, it sounds like rocks are clanging through the piping, the rest of pool filtration system is not built out to for this small filter. I have been to the store several times, have text messages, tried reasoning, tried working with his 'pool guy' to just swap with another customer to NOT have file a complaint and go to corporate. Now the store manager says he doesn't remember or recall our conversations. How can you go into a store with original paperwork, information, pictures and ask for a match, be sold something different- I feel this store manager took advantage of me, he had something in stock, it was an easy sale, and he is incapable of owning the mistake and making it right. There is more to this, but I only have so many characters- Leslie's needs to make this right. It is now September and I have been trying to get the resolution since MAY!!!!!!!!!!!!!!!!!!!!!! From being told to leave thinking I was a sales rep and **** was not there, being lied to on if he was there or not etc....Leslie's ************, ** I just want to exchange for the right filter.Business Response
Date: 09/16/2022
Hello,
We have escalated this and are currently working towards a resolution.
We thank you for your patience.
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