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:09/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I sent my husband to our local Leslies store for a water test and salt. The women who helped him (**************) tested our water and sold him $139.29 worth of the wrong chemicals. When I called to speak with her she promptly denied the that she sold him the incorrect chemicals. Eventually, she admitted that she made a mistake and sold us chemicals for a chlorine pool and not a salt water pool. She stated we needed the "pool conditioner" because of our CYA level, but could not tell me what our CYA level was. She is now refusing to issue a refund for chemicals that we do not need nor want, because it is their policy to not return chemicals. This is no small amount of money that she has wasted for us. She took advantage of my husband and sold him very expensive chemicals that we did not need (sold him chemicals for a chlorine pool even though he bought salt and stated it was a salt water pool).. Unfortunately, I had surgery so I was not able to take in the sample, as I usually take care of the pool. Here is the information:Store: 709 Date: 9/11/2022 Ticket: ***** Salesperson: ***** (**************)Total amount: $139.29

  

  Business Response

  Date: 09/16/2022

  Hello, 

   

  We are so sorry to hear about this experience, we have a member of our customer care team reaching out for further assistance.

   

  Thank you. 

• Initial Complaint

  Date:09/09/2022

  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.

  Absolute terrible customer **********************! I bought a pool pump from the ********* store back in May. The pump went bad and no longer turns on. I call the store and they tell me to bring the pump in and they will exchange. I have the pump uninstalled and go to the store. The associate starts the exchange process and the manager then tells her she cant do it because they cant exchange it and a tech has to be sent to the house to fix it. So now I have to pay to have the broken pump reinstalled so one of your technicians can come out and look at it. Completely unacceptable business practice

  

  Business Response

  Date: 09/16/2022

  Hello, 

   

  We are currently working on a resolution. We appreciate your patience. 

   

  Thank you. 

  Customer Answer

  Date: 09/16/2022

  
  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,
  
  ***********************
  
    Please close case, business made right. 
  

• Initial Complaint

  Date:09/07/2022

  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 purchased a hot tub from the local Leslie's store that has been in service for less than a year, purchase August 6, 2021, delivered late August 2021. The tub leaked twice within the first two weeks of service. The tub was shut down and cleaned in May 2021. We filled the tub and attempted to restart it. The tub will not start up and trips the breaker immediately. I have contacted the store 3 times, called the 800 service number 3 times, and sent several emails to the warranty service department. i had to pay a $125 warranty service fee or they would not look at the tub or send any parts. It has now been over a month since my initial call. I have no parts, no one has been out to look at the tub, and no one is returning my emails or phone calls. Extremely disappointed with the hot tub and Leslie's poor service.

  

  Business Response

  Date: 09/09/2022

  Hello, 

   

  We are waiting on the replacement parts to complete the warranty. Replacement tracking number 1ZE108816848597273 

   

  Thank you. 

• Initial Complaint

  Date:09/06/2022

  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.

  Purchased a **************** pool heater at Leslie's on 8/26/2022 in store. ***************************, was the store manager at the time of the purchase. I then was informed Leslie's had a promo on heater installs at $99 for the installation and $100 for materials, so I decided to have Leslie's do the installation. I then paid for the heater on my credit card, reference order #WLE017887. I was informed that the installation/material charges were to be paid later after I schedule the installation with their **************, which was also their customer care center, located in ***************. Their customer care team is very difficult to understand and everyone told me a different story regarding additional costs I was not made aware of from the store manger. The $99 was only off the original price of $450, then another associated told me the $99 was only off the original price of $485. I wasn't sure what was right at the time and then tried to call back the store, in which they hardly ever answer their phone! I had to then finally stop in the store to find out what was really going on. It was confirmed that it was to be a $99 only installation fee, but then after scheduling the appointment, the tech call me to let me know there was also an evaluation fee of $60 plus a travel fee of $45 for 2-times! The tech, named *** was also very rude and then said the $99 was only a basic installation fee, didn't include shut-off valves, check valves, adjustment of gas line, no electric, etc. He had no idea how much the total would cost until he came for the evaluation, but then I had to pay for it! I then became very annoyed and decided to call around for another heater installer and went to the Leslie's Store and CANCEL the install. Now I had to pay someone to pick-up te heater from the store, but at least I will know what I'm finally paying with all of these hidden costs from Leslies, plus their very poor customer **********************. They know nothing!

  

  Business Response

  Date: 09/09/2022

  Hello, 

   

  Per our website the $99 installation is the base charge the Trip Charge and additional materials are not included with that price. We have requested a member of our customer ********************** team to reach out to discuss this further. 

   

  Thank you. 
  
  
  

• Initial Complaint

  Date:09/05/2022

  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.

  In approximately April of this year, I purchased the dolphin Proteus x4 with caddy. The caddy was on back order, but my credit card was charged for both items. I was expecting the item to be delivered in August/Sept.
  I never received the item and so September 5th, checked online with Leslies and, to my surprise, I saw the item canceled on an unknown date, with a note that I would be refunded for the item in several days. I had never received a refund. I called Leslie's and spoke with customer service which was unaware of anything regarding how to investigate the issue. She asked me to hold online so that she could speak with a specialist. She came back on and indicated that I had not responded to a communication from Leslies and so the item was canceled and they would refund the item. This was after about 30 minutes trying to determine what happened. I asked to speak with the "specialist" rather than play phone tag and either lost connection or was hung up on. I called back again asking to speak with a specialist to resolve the issue. The specialist, Ruth, came one the phone and indicated the item was no longer for sale, and this was the reason for cancellation. I asked about the refund, and she indicated no refund was due since I had not paid for the item. I forwarded **** an email confirmation of receipt showing the itemized receipt including the amount paid. She sent an email back to me stating that on her end this record did not exist and she was forwarding the issue to accounting to resolve.
  
  The issues here are multiple.
  
  1. There is a disconnect between in store purchase of online products and the online record. Leslie's did not have the actual receipt
  2. No communication regarding cancellation (despite the initial customer service person indicating they had reached out to me)
  3. No refund and no product. Had I not checked that Leslie's did not send a refund despite their claim of an expected refund, I would not have known either about cancellation/refund

  

  Business Response

  Date: 09/07/2022

  Hello, 

   

  We apologize for the confusion, for this order we only captured a charged amount of $908.43 which would be only for the robotic cleaner. If you see any other charges to your account outside that amount can you please provide a photo so we may investigate it further. Order number ********** 

  Thank you. 

  Customer Answer

  Date: 09/07/2022

  I reject this response and this continues to show leslie's failure to communicate. I am attaching the order receipt from Leslie's reflecting the amount charged to my credit card for the total amount $1,068.92. I had sent this email receipt to **** customer service at Leslie's twice. Yet the same response is returned that Leslie's does not have a record of this transaction. I am providing proof that I was charged. This is now the third time I am providing this information. Does Leslie's require the actual credit card statement with the charge of $1,068.92? The email itself shows that I have been charged to credit card this amount, yet the company continues to claim there is no receipt

  

  Business Response

  Date: 09/13/2022

  Hello ****, 

   

  Per the email sent to our representative on 09/07 this was resolved. We thank you for your patience with this matter. 

   

  Customer Answer

  Date: 09/16/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although my email receipt indicated that I had paid for the dolphin pool cleaner and the caddy, when I reviewed my actual credit card charge from that day, it was as Leslie's accounting had indicated, and the actual charge was for the pool cleaner only. There was no charge for the caddy. They were right, and I was wrong about the charge.

   

  Of course, it would have been best if they had informed me when the caddy was no longer available and would not be sent to me
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
   

  
  

• Initial Complaint

  Date:09/01/2022

  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.

  On September 6, 2021, I purchased an 18 round pool cover which was recommended to me by the employee. During the winter months l noticed that it was not holding the water from the rain or snow. It was slowly disintegrating. upon removing the cover in May, the pool water was filthy with whatever the pool material was made of. It literally took me almost 3 weeks to remove all the debris from the bottom of the pool. I called the store was told by ********** to return the cover. I did, with the receipt which was still under full warranty for the first year. I was informed by **** S that l can pick up a better quality cover and use my $44.00 credit towards it. It is now Sept 1st and according to **********, they have not rec'd any pool covers! Hard to believe when this is the time to purchase such item and besides a neighbor of mine did indeed purchase a pool cover from ******. I believe this is a scam and **** does not have any intentions on honoring his word. I do have receipt for the return of the cover with ****'s initial. I went today since no one answers the phone and was told by **** or ****, lm sure he didnt give me his real name that there was nothing he could do. I have been a customer for many years and never dreamed l would be treated like this, especially being a senior. At this point, l no longer want to ever do business with Leslie's Pool and want a full refund of my $44.00. which you have my returned damaged cover. **** should be ashamed of himself and learn to treat customers with respect.

  

  Business Response

  Date: 09/07/2022

  Hello, 

   

  Can you please advise if the cover pas purchased online or in store. Can you also advise if the cover was returned to the store?

   

  Thank you. 

  Customer Answer

  Date: 09/13/2022

  
  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,
  
  *****************************
  

   

  Problem has been resolved.
   

  
  

• Initial Complaint

  Date:08/27/2022

  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.

  After *** died, the family gathered at her house for her funeral & that's when we became aware that there was something wrong with the pool. There was no water ************* ******** was no longer moving. It climbs walls & steps. There was no suction. However, the pump ran. You could see the skimmer was loaded with debris & drain pipe was packed. It could not be removed by hand.Leslie's Pool scheduled appt for ****. I was told I could repair the single cycle pump (parts would be hard to find because it was old & they don't make them anymore) or replace it with 2 speed variable pump. I thought they would clean the drain, but he's the expert so I ordered the pump ($979.79). It was installed on 8-1 & nothing changed, no circulation, no suction. When I mentioned this to installer, he stated, "I only install. I don't repair." I contacted **** at the local Winter Park store. I told him we just need a snake to clean the drain pipe. He said, we don't do that & was told district manager was taking over. He would send someone free of charge. The same guy who installed the pump was sent again. "I only install. I don't repair. The pump is running."By now the house has been sold. I called **** again & was told Corp would have to be contacted from now on & he would send details of the issue. Tech was sent on 8-4 because he was told "I didn't know who the pump worked." New home owner, **** stated pump works, but has barely any ************* ******** doesn't move. Contacted *********** again to escalate this issue. Left my *************** & was told they'd send someone to clean drain. Neither of us has heard a thing. This is not a hard issue to fix & shouldn't take this long. Part of the sale of the house is being held in escrow for this. I expect interest to be paid on this money by Leslie's, I want my money back for pump we clearly didn't need & pool fixed. If they'd said initially, we don't clean drains, I wouldn't have bought pump & would have gone somewhere else

  

  Business Response

  Date: 09/06/2022

  We had a tech go to the customer's house and they addressed the issues that were happening with the pump. 

  Customer Answer

  Date: 09/06/2022

  I did not contact Leslie's about my pump.  The pump was running.  I complained that there was no water circulation & "creepy" wasn't moving so pool wasn't getting cleaned.  Their tech told me I needed a new pump.  He's suppose to be the expert.  After almost $1,000, the problem is still the same.  You can clearly see the debris where the skimmer is & it's so thick, it can't be removed by hand. The drain line is plugged & that's what I should have been told, not to replace the pump.  They should have been honest up front & if they couldn't fix it (which is what they're claiming now), I could have hired someone who could.  Instead they chose to rip me off, buying something I didn't need & not fixing the problem I hired them for.

  

  Business Response

  Date: 09/08/2022

  Hello, 

   

  We are currently working to get a tech to the property to attempt to clear the lines. 

   

  We appreciate your patience. 

  Customer Answer

  Date: 09/16/2022

  New home owner has not advised that Leslies has been there to clear the drain pipe yet. My comlaint

  that I purchased a new pump for no reason remains. New owner replaced filter & says there was an 

  improvement. Why couldnt Leslies have done this instead of jumping to I need a new pump. 
  They made no attempt to even try to clean the filter. 

• Initial Complaint

  Date:08/26/2022

  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.

  Leslies pool supplies is neglecting to give employees a break during their scheduled work period. Some employees are on the clock for 12 hours and do not get an uninterrupted break.

  

  Business Response

  Date: 09/06/2022

  Hello,

   

  Can you please advise what store location this is being referred to.

   

  Thank you

• Initial Complaint

  Date:08/25/2022

  Type:Order 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.

  Two months prior to my needing my pool closed I submitted a request for ********************* to close it for the winter. Two days ago, I received a text message to accept the date that I originally submitted, and I responded yes. Today I got a call from ********************* saying there was a scheduling conflict, and my August 29 closing would be done on September 15. I informed them that my date was fixed and that I was leaving to my ******* home for the next 6 months on August 30 and asked why my appointment was cancelled. They could only tell me there was a scheduling conflict. This is a very bad business decision, and the company cannot be trusted to fulfill their responsibilities to their customers. At the least they should pay me for rescheduling my trip and trying to find another company that honors it word on closing dates.

  

  Business Response

  Date: 08/30/2022

  Hello, 

   

  We are sorry that your closing date needed to be rescheduled. Although we try to keep all appointments there are sometimes some unforeseen circumstances that will require us to adjust appointments. We would like to check to see if we can get you into another appointment time that is convenient for you, can you please provide a date that will work. 

   

  Thank you. 

  Customer Answer

  Date: 08/30/2022

  This business accepted my closing date 2 months prior. Then 7 days prior they sent a text confirming the closing date.  Then just before the closing date they called and cancelled.  We leave this house and go to our other house in a different state for 6 months each year.  We set up airline tickets after setting up closing dates for the pool. We have no one to come and open our house for the pool closing people to access the poo cover which weighs more than I can move from the garage. After calling many other pool companies to get the comment we are booked out for the next month, we finally found one after much pleading and explaining our situation to come and close our pool today.  I feel that a company cannot just cancel a commitment on the spur of the moment and expect their customer to find another company with such short notice.  At a minimum they should give us a store credit for the cost of our pool closing. What was their scheduling conflict they said was the problem? Did they have a new pool closer that was not yet qualified? I would like to know the real reason they cancelled my closing and rescheduled it.   

  

  Business Response

  Date: 09/02/2022

  Hello, 

   

  We are glad we were able to get you an appointment to have your pool closed, there are a multitude of factors that *** cause an appointment to be rescheduled. We thank you for your patience and understanding. 

  Customer Answer

  Date: 09/09/2022

  you did not get my pool closed. We left town as we said we were going to on Sept1. You offered September 15. We found another company to close our pool before we left for the season. I will not trust your company to live up to its schedule commitments even though we booked two months in advance and were confirmed one week prior then cancelled on Thursday afternoon for the Monday appointment. You could of cancelled earlier. You left us one day to find another company to get our pool closed before we flew out of town. Reschedule of flights is expensive and the cost of getting another pool company to close our pool was a lot. You should give a customer time to find another company when they have booked two months in advance.  Very disappointed in your response and feel you care little for your customers. You could at the least give us store credit for your cancelling like you did. My wife spoke with one of your company contacts who agreed to give us the closing on September ***************************************************************************** close our pool on time next year for free?

• Initial Complaint

  Date:08/23/2022

  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 went to leslie's pool on ********** and ********, ***** and bought shock. **************** at the counter recommended *********************** to service my pool. I called ***************** at ************ . He said he would come at no cost. When he came he said he would fix my green pool for $150. today. He did not clean, scrape, or do anything and said he'd be back tomorrow. He did nothing the next day. I told him I would pay him monthly to service my pool. He said $120. at the end of each month. We agreed. I told him I am not home much. I go to Prescott. Just service the pool. And that my nephews lived next door and they like to swim a lot. Last night August 22,2022 my daughter *********************** called me and the pool is almost empty and the pump is on blowing air. I called ***********************. He said shut off the pump. *********************** took pictures of the pool and I texted the pictures to *****************. He said he would come by tomorrow August 23. I came home to *****. At 6AM ***************** came to my house. I followed him to the pump. ***************** pulled the backwash valve off and said it broke. I said why did you leave the backwash on and pump on all day. The backwash is to be on for only 3 minutes. It empties the pool water. And I asked why didn't you put the pool on filter with the pump on. ***************** threw the backwash valve to the ground and left. I want my $150 back and I want ***************** to pay for a new backwash valve $400. And a new pump. I $2050. He ruined my pool. I believe it was malicious. He should have not left my house with the backwash valve on and the pump on. Anyone with pool knowledge would not do that. In my opinion it was deliberately done to destroy my pool system. And I want him to pay for what he did

  

  Business Response

  Date: 08/24/2022

  Hello, 

   

  Leslie's does not have affiliation with any pool cleaning company and we do not cover any costs due to damages from any cleaning services. 

   

  Thank you. 

  Customer Answer

  Date: 08/26/2022

  leslie's employee *********************** me *********************** s phone #number in all earnestness I called ***************** thinking he was a reputable representative of leslie's pool and leslie's pool should be accountable for  referrals made by their employees 

  

  Business Response

  Date: 09/02/2022

  Hello, 

   

  We thank you for the feedback, unfortunately, we are not liable for any complications that *** occur while working with outside companies. 

  Customer Answer

  Date: 09/09/2022

  leslie's employee,  **************** , at ********** St in ***** gave me the name and phone number of *********************; as I reputable pool man.  Leslie's should not allow employees to give out names if they are not reputable people.  *********************** took $150. Did not fix my pool. And broke the backwash stick and back washed my pool for hours with the pump on. Leslie's is responsible. Leslie's employee recommended ************************  Leslie's should have told their employees not to give out names if they as a company don't recommend.  I hold leslie's responsible.