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.
If you've experienced an issue
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:08/09/2022
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 recently purchased a home with a pool/hot tub. I contacted Leslies to fix my pool heater. The first tech turned on the gas without installing a regulator. This caused total damage to the propane valve and essentially rendered the heater worthless and destroyed. Leslies blamed the damage on the previous owner when it was the tech who did it. Leslies offered to install a refurbished heater at a discount. The heater that was installed was done so with a faulty and defective motherboard and a defective and recalled operating system. Both need to be replaced. I was informed by another pool company that this could not have been done without Leslies KNOWING it was defective and was sold to me intentionally. Leslies also promised to install new lights in my pool, but so far have caused more damage, flooded the compartment, and left my pool in worse shape than they found it. My lights still do not work. They are asking me to pay $3177 for the heater that THEY broke and the same heater they installed knowing it was defective. They have not returned my calls, they refuse to fix it, they refuse to install the lights. I have contacted the business several times to work something out, they are ignoring me. I will not pay a **** for a job that is incomplete. I will not pay for a **** when I am still owed services. Here are the resolutions I will accept:1. The **** disappears and we part ways. I have no desire to work with Leslies in the future. I have another company I work with now and they are more than sufficient. 2. A Tech installs a new electric heater, fixes the lights as promised, then I will pay the $3177 **** AFTER service is complete. Not a dollar more, not a dollar until they are done and I am satisfied.
Business Response
Date: 08/16/2022
Hello,
We are working with our team to provide a resolution. We greatly appreciate your patience.
Thank you.
Initial Complaint
Date:08/06/2022
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 June 23, 2022 I ordered, on line, a spa cover from them. It was to be delivered to a store in Indianapolis, free shipping, for me to pick up there. On July 14, 2022 I received notice it was at the store in Indy and on the 16th I picked it up. When I got home and opened the container I found it wasn't what I had ordered. It was the wrong size and wrong color. I have been diligently since then trying to get them to deliver the correct one to me and pick up the mistake they made. I can not get them to answer my emails and text messages in a timely manner. They don't have a phone number that I can call and get any answers. I sent a letter on July 27, 2022 addressed to Lawrence W. Haywood, CEO with my complaint asking for his help and as of this date I have had no response. My order number for the spa cover is ***********Business Response
Date: 08/08/2022
Hello,
It does appear that a replacement product has been delivered under tracking number ******** via Trend Transport on 08/02/2022.
Thank you.
Customer Answer
Date: 08/08/2022
BBB:
As of this date 08/08/2022 at 3:04 pm EDST my spa cover has not been delivered to me.
****** ** ********
Business Response
Date: 08/09/2022
The timeframe for custom spa covers is 6-8 weeks due to the time they take to be prepared. This item with the order number CLP35544 is currently still in the process of being made. As this replacement was ordered on 07/26/2022, this is expected to be ready between 09/06/2022 and 09/20/2022. I deeply apologize for any inconvenience caused by this delay and appreciate your patience as this issue is resolved.
Should you need to follow-up, please use case number ******** as a reference.
Please do not hesitate to let us know if you have any questions.
Wish you a great day!Customer Answer
Date: 08/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17681311, 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,
Harold Vangundy
Initial Complaint
Date:07/28/2022
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.
This is a continuation of BBB Complaint #********.I am pasting an email to Let *** Know ABC15.*****:To recap our situation, Leslie's' technician checked our pump on 7/19 and confirmed that the clockwould not work and therefore the pump could not be programmed and had to be turned on and off manually. He said he would let the District Manager know and he would act from there. That was 16 days ago.Attached is Leslies' reply to the BBB inquiry saying they would notify the District Manager of our complaint dated 7/20 and my acquiescence also 16 days ago. To date the ***** has been notified twice about this warranty issue and has not acted on it. In other words, as of now, he has blown us off completely.So it appears that we are badly in need of whatever help you can give us.Let me know if I can be of further assistance to you,*************************Business Response
Date: 08/03/2022
Hello,
Our service and district manager for the area is currently working on a resolution for the customer.
Thank you.
Customer Answer
Date: 08/03/2022
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:07/15/2022
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.
We purchased a 1.5HP Jacuzzi VSP 5/2018 with a 5 yr warranty. The clock no longer works and needs a chip that is no longer available because the line of pumps has been discontinued. We were told it would be replaced with a new pump but have only been getting the run a round for three months. Note: Current warranty is 2 yrs and extended warranty is 5 yrs. Invoice #******* Leslie's HQ ************************************************************** ************Business Response
Date: 07/20/2022
Hello,
We have forwarded this issue to the District Manager for your area and we are working towards a resolution.
Thank you.
Customer Answer
Date: 07/20/2022
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:07/12/2022
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 or around the week of June 20, 2022 I had **** Technician come out to check a noise that was coming from my pool heater, which I did purchase from *********************. He stated that the Initherm Governor needed to be replaced but that ****** can't order it to fix it. He suggested and gave me detailed instructions on what to do which were very simple and I did. After I changed out the unit, it still made the same noise. **** came out a 2nd time on July 5, 2022, and saw that the spring was not placed with the new kit. This is because when I opened the unit, there was a "NO" spring in it, which he described as a product defect. How would I know this? I followed what was suggested to me. Then he replaced it and I was charged $181.26 for **** to put the spring in. I don't think this is fair, as IO followed what I was told to do, and why would I think anything different if I replaced what was in the heater. Has a spring been in the heater, I would've known then. I was the one that told **** everything I did and was very specific, syiong "I change the Unitherm, it came with a spring, but I didn't put the spring in because there was no spring in the heater. I ask that I be given an amicable solution to this, and not charged $181.26 after I did what I was told to do.Business Response
Date: 07/18/2022
Hello,
We are so sorry to hear about your recent experience, we would like to issue a refund for the inconvenience. Can you please advise if you would like a corporate check or the amount added to your pool perks account? Please be aware that corporate checks can take about 3-4 weeks to arrive.
Thank you.
Customer Answer
Date: 07/18/2022
Better Business Bureau:
I sincerely appreciate the attention and action on this. 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 would prefer a corporate check please. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
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