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:06/29/2024
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.
Pool pump was not circulating water. Called Leslie's Pool Service. Tech came out, immediately said I needed new motor and pump. I went and bought new motor and pump. 3 days later, Leslie's Service came to install, After installation, I was told to wait until glue dried on new pipes and then turn on pool pump and motor. I turned on system this morning. Pump and motor came on circulation started for about 2 minutes and quit. read instructions to see if doing anything wrong. Primed pump again, started circulation for about 2 minutes and quit. Backwashed, started pump again 2 minutes of circulation and quit. Called service, Could be here on July 4 and would be a charge for Service call. Pool water is now green due to being off for 6 days.Pool is used for exercise due to diabetes.
Business Response
Date: 07/02/2024
Per our Service Manager this issue has been resolved. Please confirm.Customer Answer
Date: 07/03/2024
Company put in wrong motor and pump. Has not corrected. Supposed to be here today. Do not seem to be in any hurry. Customer ********************** number takes you to a foreign locations. Personnel speak english but are hard to understand. Originally provided a service date of July 4. Would not listen to me or understand that was a holiday and would not be working. Got extremely frustrated with her answers and accent.
Wants to charge me for the cost difference between the wrong pump and the correct pump.
My pool has turned green due to algae increase since pool has not been working. I am sure it will cost me several hundred dollars in chemicals to get the water clear and sanitary.
Business Response
Date: 07/05/2024
The call center did not make a mistake - our service team does work on July 4th. I reviewed this service call and it appears all is good now. Please ask the customer to confirm.Customer Answer
Date: 07/09/2024
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:06/26/2024
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 tried to place an online order twice with ********************* for a pool pump. Both orders were cancelled because ****** asked me to provide an alternative email and phone number via email after the order was confirmed. Once I provides the information, the order was then cancelled without any detailed explanation on why. This is unacceptable and unprofessional. Please have someone from ****** contact me to explain why my orders were cancelled and why they needed more information from me. I do still need the pool pump and please process the order and send me the product.Business Response
Date: 06/27/2024
Online orders go through a third party fraud verification system. If the order is declined in that system our system cancels the order. We apologize for the inconvenience. Please feel free to visit any of the store locations to purchase in person.Customer Answer
Date: 06/27/2024
please look into your so-called 3rd party fraud verification system. Whatever they did to verify my information did not make sense. Why would they ask for an alternative email and phone number as an authentication method when I have never provided such information to ****** in the first place. So after I supplied the required info, what they did with that information - verify against what exactly? I cant accept this response because what you did is simply wrong, and i am very concerned that you are collecting additional personal information from me so you could sell my information.
Its not that I dont want to purchase the product at a physical location. The product is not sold at the store, only online. Because youre confusing and malpractice in processing orders, not only my pool is sitting green and my credit card is on hold for the money that I paid for, and you are losing a customer forever!
Business Response
Date: 06/28/2024
We apologize for the frustrations and it is not our intention. Fraud checks are mandatory and if for some reason the billing and shipping information, email address, phone number, etc do not meet the required approvals, the fraud system will reject the order. We do not charge anything unless an item ships. Authorization holds at time of order normally drop off within 2-3 business days. It is not something we choose nor prefer but it is for the safety of all of our customers.Customer Answer
Date: 07/03/2024
Well, I do not accept your response because I have never been rejected an online order on any of the retailer website due to fraud check. Its absurd. As a customer of ****** for many years, I have rights to understand what information exactly dont match. Although you outsource your so-called fraud check to 3rd party, you are still responsible in ensuring the checks are carried out in a reasonable manner and do not produce large false-positives, otherwise you will just keep loosing customers.
Initial Complaint
Date:06/26/2024
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.
Store not open on 6/17/24 @ 9:45 am Store not open on 6/26/24 @ 9:15 am Stated business hours M - F are 9am - 6pm Why is store closed during clearly stated hours of operation? This is an on going issue with this store.Business Response
Date: 07/10/2024
Hello,
We are very sorry for this inconvenience and would like to look into this further. What is the address of the store?
Initial Complaint
Date:06/26/2024
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 Hot Tub Cover from Leslies. Cover was delivered,Cover is not the right size for Hot tub. Hot Tube cover was to be 5 ft wide and 80 inches long ,Hot Tub cover I received is 90 inches LongBusiness Response
Date: 06/28/2024
Hello,
We have tried to reach this customer on several occasions prior to receiving this complaint. We show the customer ordered a 90 x 60 via store. Please contact our specialist to review this:
****************
************
Customer Answer
Date: 06/28/2024
I have contacted Leslies pools 4 times now myself,and I always get the same response , They Continue to say someone will call me within 34 hours concerning this matter ,Not one email or phone call back from Leslies .The Hot Tub cover I ordered was to be 80 inches long and 60 inches wide, This is the proper measurement , This is the measurement that was given to them at the storeBusiness Response
Date: 06/30/2024
We have a case number with multiple attempts to contact this customer. Can she please contact our specialist at the number provided?Customer Answer
Date: 07/10/2024
I have contacted Leslies pool on this issue more than 4 times , I am always told the same thing ,I have given them my phone number , My Email ,I am always told that a specialist will return my with in 34 hrs . No phone call no email.Initial Complaint
Date:06/26/2024
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 20 2024 I placed an online order with Leslies Pool. I received the merchandise but no longer needed it. On June 26 I attempted to return the items to the Leslies pool store in *****, **. The salesperson ************** told me the merchandise could not be returned in store. I have never heard of a business that would not facilitate in store returns of online purchases. I would like Leslies to have the items picked up at my house, shipped back to them at their expense, and my money refunded.Business Response
Date: 06/28/2024
Hello, We are very sorry to hear this. The District Manager of this store has called you to discuss this experience. He left you a voicemail with his return contact information.
Customer Answer
Date: 07/02/2024
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:06/13/2024
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.
The ********************* Store - ************* ********************************************************************************************************* (BBB is posted in the window) I could not locate them on your website. - *********************** - Technician referred to us by this above location showed up to our home very late, he finally showed up and said that he would contact the store in ********* because he was unable to fix the light for us. That was fine, but he never told the store manager and left us in limbo.Business Response
Date: 06/18/2024
We apologize for the lack of communication. We spoke to the Service Manager and he stated this issue was resolved with the customer directly. Please let us know if this case can be closed.Initial Complaint
Date:06/12/2024
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 ********************* as salt cell leaking &"O" ring missing. They refused to provide an O ring or repair under warrantee. After installing O ring, kept leaking. Leslies PASSED THE **** to *******. Filed complaint w/ BBB against *******. ******* response PASSED THE **** to Leslie's pool. Called Leslies Pool who PASSED THE **** to Pentair. ******* claimed the leaking Jacuzzi salt cell is not Pentair problem. Pentair PASSED THE **** BACK to Leslie's Pool. SO NOW BOTH ***************** HAVE PASSED THE **** TO LESLIES POOL. I called Leslie's pool (3rd time now) who claimed because my pool man purchased the equipment and despite the fact I am the homeowner where the equipment is connected, I provided then with all of my former pool man's contact information, I have the dated receipt for $2,517.95 I paid my pool man & the Jacuzzi brochure he provided me, they are not responsible to ME, only to HIM. THIS IS INSANE. No homeowner purchases pool equipment on their own & does the labor to switch it over to a saltwater pool unless they are a pool man. I'm a 74 yr. old Sr. ******** I PAID $2,570.00 JUST 15 MONTHS AGO. THERE IS A 2 YR. WARRANTEE ON IT. SOMEONE NEEDS TO TAKE RESPONSIBILITY FOR THIS AND REPAIR THE LEAKING SALT CELL! REPAIR OR REPLACE IT! It is causing damage to items surrounding it, such as my storage ********** contents!Business Response
Date: 06/13/2024
We are not able to find this customer in our system. The invoice they attached is not ours either. What is the Order Number or Service Call ID?Customer Answer
Date: 06/13/2024
RE-READ my complaint. My handyman purchased the unit in my behalf. I paid him directly and included the dated receipt he provided as evidence. Bottom line is, I HAVE A JACUZZI **** THAT IS IN-OPERABLE AND COVERED BY THE 2 YR. WARRANTEE. LESLIES POOL MART IS LEGALLY RESPONSIBLE FOR JACUZZI BRAND ****S AS PER JACUZZI'S RESPONSE TO THE BBB. IF YOU NEED ME TO REGISTER THE **** WITH YOU, I WILL. HOWEVER, IT NEEDS TO BE REPAIRED BY YOUR AUTHORIZED LOCAL DEALER ASAP UNDER THE WARRANTEE.Business Response
Date: 06/14/2024
Please provide the receipt from us or the online order number so that we can reference the order in question. We cannot move forward without that.Customer Answer
Date: 06/17/2024
The receipt from Leslie's is 3/22/23 transaction # ******.Initial Complaint
Date:06/04/2024
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.
On June 1, 2024 a pool technician was dispatched to my residence for a pool repair problem. An appointment had been made approximately 10 days prior. When the technician arrived and went to the pool equipment he called me and told me he had arrived. After about 15 minutes he came to the door and told me what was wrong and what needed to be done. He said I would have to order the parts myself before it could be fixed. The parts required only added up to about $20. After I had possession of the parts I was to call and make another appointment which would result in another service fee of $130 to repair it. Or after his explanation I could repair it myself.This service call cost $178.71 without actually fixing the problem. $130 service call, $45 trip charge and $3.71 tax.I ordered the parts and then repaired it myself because I didn't want to pay another $130.Also the technician was not a Leslie's person as far I could tell because he was in a ******* Pool truck. If I wanted ******* to come out I would have called ******* and not Leslie's.Why the trip charge on the service call? Why would there not be a trip charge on the return call to actually fix it.Also the pool was actually put in by ******* Pools in the 1990's so why didn't they have the part to fix it. Simple gasket and O rings.I called Leslie's customer ********************** and expressed these concerns and gave them my email and phone number, but have not heard back.Business Response
Date: 06/07/2024
Hello. The Service Manager already spoke to this customer and agreed upon a $75 credit to his rewards account.Initial Complaint
Date:06/03/2024
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.
On June 26th 2023 I purchased a Viper seagull pro cordless pool cleaner from Leslies Pools. The cleaner was used and worked from June 27th -August 18th 2023. Then it was stored inside for the winter. The item now will not work. The battery pack does not get a light and the unit will not charge. The manufacturer warranty is 2 years. ****************** said i need to deal with ***** and ***** said they only honor a warranty for purchases directly from their cite or from amazon and said I need to take it up with the retailer. Also ****** is still selling this product and the manufacturer asked, during the winter months did you charge the unit at least once monthly? because if not the battery may become no good on the unit.. Leslies pools did not disclose this as a potential nightmare. I al now without a pool cleaner or my money. I would expect ****** pools to sell items that would at least last 2 seasons and if they continue to sell products that can not be relied on that they would let their clients know upfront. i would be happy with a credit to Leslies pool store to purchase a Polaris cleaner that I know ****** pools is equipped to repair. Thank youBusiness Response
Date: 06/10/2024
We contacted the vendor on behalf of this customer as that is not what we have in agreement. The vendor will reach out directly to this customer.Initial Complaint
Date:06/03/2024
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 5/6/24 I went to purchase a pool pump rings and seal kit that was advertised for $20.99. The picture on the website showed the kit coming with the motor bearing and shaft seal. When I asked the store clerk for the kit, she brought out a kit that did not have the bearing or shaft seal. I showed her the ad but she said the kit does not come with it. She then brought out a kit that did have the bearing and seal but it was $34.99 which was $14 more than the other kit. She appeared to have no authority to make any price adjustments so I purchased the more expensive kit since I needed to get the pump repaired quickly. Here is a link to the item showing the bearing: *********************************************************************************************************************** And here is a link to the kit I was sold: **************************************************************************************************************** I have called their support line 5 times and each time I was told that a district manager would contact me within 48 hours. Only once was I called back. I explained the situation to him and he said he would contact the store and call me back. He never did call back and after a few days when I called support again, they said he closed the case. The case number is ********. The receipt number is T113113I611414CW14AY76Q. I feel like this is bait-and-switch advertising so at the least, I would like them to honor the $20.99 price that was advertised. I would be willing to accept the difference as credits in my Pool Perks account that I have with them. This is not much money but their lack of willingness to own up to their mistake and to then ghost a customer is in my opinion, very unprofessional.Business Response
Date: 06/05/2024
Hello, We would be able to offer the customer $40 Pool Perks as a one time courtesy to close this complaint. Please let us know if he agrees.Customer Answer
Date: 06/06/2024
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,
****************
Customer Answer
Date: 06/12/2024
Case ID#: ******** I see that the BBB has closed this case but I have not received the Pool Perks offered by Leslie's Pool Supplies. Can this case be re-opened as Leslie's has not honored their offer? Regards, ****Business Response
Date: 06/14/2024
The BBB closed the complaint without letting us know. We didn't receive a response so no action was done on our part. Apologies for the delay. We added the Pool Perks today.Customer Answer
Date: 06/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that the Pool Perks are now available in my account. This complaint can be considered as resolved.
Regards,
****************
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