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

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

  
• 

  Leslie's

  4615 E Ray Road #E-1 Phoenix, AZ 85044

  

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:04/07/2025

  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 pump motor from Leslies in ****** *******. They set up a time and day to come out which was about a week later. When they came out, they installed the pool motor to find out it was non-working.. the guy ordered one to have it delivered overnight. The pump was delivered the next day. We had to wait for him to come back out the following week. This was now going on week three. We called the store to find out whats going on they stated that they would be here this past Tuesday. between 8 and 12. I called around 11:15 to find out the guy was in the hospital and they had no replacement and they knew for 2 days. So no coverage no phone call from these people to let us know there was no one to come. They never offered our money back. We ended up going there to get our full refund almost a month later from ********. I called their corporate office a few times I have a case number they escalated my case 3/4 times The corporate office is even terrible. I just want to warn people not to mess with Leslies. They are a rip off horrible company. They deserve zero stars. Bad business.

  

  Business Response

  Date: 04/11/2025

  We sincerely apologize for your experience. After reviewing your appointment and call ID, we confirmed that a refund has already been issued. We are taking this situation seriously, and will use the findings from our investigation to learn and continue improving.

• Initial Complaint

  Date:03/22/2025

  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.

  Case number ********. Im a Leslies Accublue member. A recent pool test showed I needed chemicals. I accidentally picked the wrong powder and completed the order which shipped to my home. However it was supposed to add the fresh n clear instead. Now I have two boxes of powder plus. I went to local store and they said they cant exchange online orders. They can only exchange stuff that they sell and to contact online. I contacted online and they said they cant exchange and to contact local store. Im stuck in the middle. I did not know some sales for products purchased online are final. The product is new. Unopened. I just wanted to exchange for the correct chemical.

  

  Business Response

  Date: 03/27/2025

  I sincerely apologize for any frustration this order has caused you. Id like to clarify why we are unable to accept a return for the chemicals. Due to the nature of these products and for safety reasons, chemicals are non-returnable and non-exchangeable. Our full policy is outlined on our website for transparency, which is why both the call center and the store advised that a return is not possible.
  As a one-time courtesy, we would like to offer you $100 in Pool Perks. You may dispose of the chemicals in accordance with local safety regulations. Please let us know if youd like to accept this offer.

  Customer Answer

  Date: 03/27/2025

  
  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:03/17/2025

  Type:Delivery 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.

  1st transaction order #wlp1919563 Placed my order and 4 days later received an e mail it was canceled 2nd transaction clp72709. I called corporate office and spoke with someone explaining that order was canceled. She re ordered for me took all my information and today, I get a call that I needed to answer and explain my order. I re called corporate and the gentleman told me that they are protecting me by verification. I re explained and he than told me sorry. I canceled my order.I am in ***** at my daughter's house and wait for my order. I placed the order,i paid for the order, I spoke to a live person myself and everything was verified through her. I don't have to explain myself over and over as to why I'm staying at my daughter's home while on vacation or bought a pump for my sons home.Your company will not ever get my business and your are not protecting anyone. The only thing you have managed to do was loose a customer and this customer will use social media to let everyone know what you do and how you treat people (customers)I will start using other company's to get mine and my sons pool supplies through other vendors!As I walked into the store in ********** tx, it was empty with customers and nothing in stock,thus ordering online. That might be a significant reason why you are loosing clients! Just fyi *** ********

  

  Business Response

  Date: 03/20/2025

  We sincerely apologize for the canceled order and any frustration this may have caused. We will review our internal system to determine the reason for the cancellation. As a gesture of goodwill, we have added $50 in Pool Perks to your account to show that we value your experience. Please know that this is not reflective of our usual level of service.

• Initial Complaint

  Date:01/13/2025

  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.

  The business keeps sending me marketing emails. I've never used this business before, never given them my email, and I've clicked unsubscribe multiple times and they continue to email me. I want them to STOP. I don't even own a pool!

  

  Business Response

  Date: 01/15/2025

  Hello, 

  We apologize for any frustrations our emails may have caused. This email address was registered to receive marketing messages but our records indicate the customer successfully unsubscribed on January 14, 2025 at 9:40am. Please note it could take up to 30 days for the unsubscription to be fully processed. 

• Initial Complaint

  Date:11/26/2024

  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 ordered a new Pool Pump from Leslie's in Late Sept 2024.Sept 30th transaction date for new Pool Pump Model Water Way PD-270 Pump cost: $1,900.00 I paid for Leslie's to install the new at my home at ************************************* Leslie's installation cost I was charged was $400.00 Leslie's installed the new pool pump on Oct 15th 2024 On Nov 15th the Pool pump quit working Oct 15th Opened a work order with Lesile's Oct 19th Leslie's service tech came to the house and could not repair.Leslies stated that they do not service the WaterWay PD-270 pump that they installed and that I would have to contact the manufacture Water Way for warranty.Oct 19 home owner contacted Water Way customer **********************, where they stated this was a 3 year old pump and will likely have to be replaced with a new pump.However Water Way wanted to send a new control panel to see if that would fix the pump before shipping a new replacement pump.Oct 22 new control panel was received and home owner installed the control panel which did not fix the pump.I am left with having to deal directly with the manufacture for fixing and replacing a pump which was sold by and installed by Leslie's.I am also told that I will have to pay to have the new / replacement pump installed.Leslie's sold me a defective three year old pump which operated for only one month at my ******** Leslie's expects the home owner to pay again a second time to have the replacement pump installed.The expectation from the home owner is that ******, obtains the exact replacement pump PD-270 and performs the installation of the replacement pump at no cost to the home owner. Home owner purchased the pump as well as paid Leslies to install a pump which only worked for about one month. Leslie's is not taking any ownership of the issue and is wanting to charge again for installation or a defective pump they sold to the home owner.

  

  Business Response

  Date: 11/27/2024

  The customer purchased a new pool pump on 9/30. We completed a pump installation on 10/18/2024. The customer called us back on 11/19/2024. During the call back, the technician notes that the pump is stuck in remote mode. The customer was advised this would be considered a warranty issue and to contact the manufacturer for next steps. The manufacturer information is: Waterway ************ ****************************

  Customer Answer

  Date: 11/27/2024

  Customer Paid Lesile's for both the new Water way pool pump as well as paid Lesile's $400 to install the new pump.

  Customer is left dealing directly with the manufacture of the Pump, Water Way Plastics.

  Water Way Plastics has determined that this is a very old pump and is willing to replace the Pump by shipping a new replacement Pump to the customer at ******************************************

  However now the Customer has to pay again for another installation i.e. another $400 to replace a pump purchased and installed by Lesile's.

  At a minimum Lesile's should install the new replacement pump at no cost as the original pump purchased worked for less than a month.

  Customer should not have to pay for a second installation.

  Leslie's needs to stand behind the pool products they sell and install in customers home. 

  It is not acceptable for a customer to pay for a second installation of a replacement pump for a pump purchased from Leslie's that only worked for one month.

  Lastly Lesiles should be the party working with the pump manufacture, Water Way,  on warranty replacements for pool pumps they sell and install.  Lesile's should not be pushing off the responsibility to the customer as well as having the customer incur additional the installation costs for a pump they sold and installed for the customer.

  

  Business Response

  Date: 11/30/2024

  Manufacturer warranties are often the responsibility of the consumer to work directly with the manufacturer. We do not have any information from the customer or Waterway that the product was old/defective requiring a new pump. Did the customer provide documentation with a warranty claim number and/or documentation directly from the manufacturer about the necessity of a new pump? Did the manufacturer include service information regarding install?

• Initial Complaint

  Date:11/18/2024

  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.

  Needed a new pool pump. Contacted ****** Pools for advice. They recommended a pool pump and new filters and new filter housing. ****** to have installed what they recommended. After installation the pool pump did not provide enough suction to work my pool cleaner (prior pump had not problems). Approx 4 months after install problem still exits. Called Leslies they advised to call pool pump manufacture. Contacted Hayward Pool pumps. Send pictures of pump install to help trouble shoot the problem. They noticed that the installation was done incorrectly and that I should contact ****** pools to have them reinstall/repair pool pump installation to be configured correctly. Called Leslies customer ********************** line and they said I need to pay to have someone come out to fix the problem? I do not believe this is fair. I already paid them to install the pool pump they should have to fix their faulty installation. Attached is an email from ******* explaining the problem along with the manual showing the proper installation and also a picture of how it was installed.

  

  Business Response

  Date: 11/24/2024

  We have scheduled our Sr. **** to check out the pump and fix the issue. The customer has requested for us to check out the pump on the 25th  of November.

• Initial Complaint

  Date:10/29/2024

  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.

  I bought a pool heater in May 2023. They were offering free installation with the purchase. They came and did a site inspection and I spoke to the tech and they were supposed to send a quote for the parts and a timeframe of when installation could happen. I never received a quote. I have made many phone calls and filed a complaint with corporate, and no one has resolved the issue

  

  Business Response

  Date: 10/30/2024

  Our notes show that there was a Site Evaluation originally scheduled for May 30, 2023; the customer was not home and there was not a gas line. To move forward a new site evaluation would need to be paid for and completed, as well as a receipt showing it was purchased from us. The receipt has been requested by several team members but the customer has yet to provide proof of purchase. 

  Customer Answer

  Date: 10/30/2024

  The tech said he would send me a quote and never mentioned a gas line. There was a gas line in the location when we bought the house in 2020. Please come review the site. It's obviously not a new gas line. I was never asked for proof of purchase. I can send the receipt and/ or bank/ credit card record of the purchase. I know Leslie's has record of the purchase, because all "customer **********************" **** I have spoken have looked it up in their system. 

  

  Business Response

  Date: 10/31/2024

  What is the case number our customer ********************** representatives gave you?

  Customer Answer

  Date: 11/07/2024

  ********

• Initial Complaint

  Date:10/25/2024

  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.

  They have had the pool cleaner for several weeks. They keep telling me they will change part( 15 minutes) 10 times. Now I called today and they told me there is 20 people in front of me again??

• Initial Complaint

  Date:10/23/2024

  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.

  Ordered a hot tub cover on 9/12/24 and was to receive it 10/4/24. Was given incorrect tracking number. Contacted company to investigate and was emailed working on it. I emailed company a few times for updates. Emailed again 10/18/24 and later in the day got an email that the freight company had delivered which it had not. Called this morning to say I still haven't received the cover only to be told again they would investigate. I realize the cover was a custom order but at this point I only want a refund as I am done waiting for something to that is not coming

  

  Business Response

  Date: 10/25/2024

  Hello, 

  Custom spa covers **** *-8 weeks from order to deliver as stated on our website. We apologize for any confusion or frustrations - this is not our intention. The tracking shows that it has been delivered yesterday on 10/24

  Customer Answer

  Date: 10/25/2024

  
  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:09/27/2024

  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.

  Tried for months to get poo cover replaced the store took order and nothing, follow up multiple times with store and customer ********************** and no action. Cover has been sitting in local branch and not sent out to be matched. Store manager is rude and has no knowledge, wife was so upset after calling them today that I am leaving work to address the situation. Corporate policy is to dump callers back to general customer ********************** when you call the head quarters and I am still trying to get through.Leslie's needs to correct policy and provide training to staff and management. I expect an apology to my wife for the way she was spoken to and to put this matter to an end. Leslie's can deliver a brand new cover to my residents next weekend free of charge

  

  Business Response

  Date: 10/02/2024

  Hello, 

  We show this issue has already been resolved. Is the customer stating it hasn't?

  Customer Answer

  Date: 10/03/2024

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