Complaints
This profile includes complaints for Leslie's's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 174 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:06/01/2024
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.
5/22 Went to Leslie's, purchased pool 5/23 recvd email for add'l info, responded. 5/24 order cancelled, unable to verify info.Went to store, order pool again, call support too 5/26 ordered pool. 5/28 email for add'l info. Responded spoke to **** said everything good. Case no. ********. Felt all would be fine. 5/29 recvd email order was cancelled not able to verify Go to store again, speak to *******. She says put add'l phone no and email in email. 5/29 order pool again. 5/30 email for addi'l info. respond. I call. speak with support person, everything is great. will rec email for delivery. Case no. ********. 5/31 email stating order cancelled not able to verify info.Absolutely absurd. Call again. Refused to let me speak to **** S who sent all emails for cancellation refused to put me to a superior to speak with.Credit card used 3 times Went to another store, higher in price. That was on 5/31. Pool will be $8000. Must buy complete package Leslie's treated me horribly
Business Response
Date: 06/04/2024
All orders go through a 3rd party fraud partner to ensure all order information matches. This order did not pass and we were not able to approve it to ship. We do not want to cancel orders but there are times the system auto-cancels when orders do not pass all the specifications and requirements to do so. The customer can try to reorder if they would like to and ensure billing, shipping, email address, phone number, credit card, etc all matches.Customer Answer
Date: 06/05/2024
I followed all protocol for placing order. I even called and confirmed order. This business has no right to be in business. They owe me for my time and towards a new poolBusiness Response
Date: 06/06/2024
Fraud security checks are imperative for consumers and this order was denied and didn't meet the requirements. It is never our intention to cause frustrations or cancel orders without just cause. Our sincerest apologies for the frustrating experience.Initial Complaint
Date:05/28/2024
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 purchased a new pool filter from Leslies on 5/31/2023 for $1546.38 and had it installed by Leslies. Since that time my pool has not worked properly, and I consulted the store many times as to what could be wrong. I finally hired one of their technicians to diagnose the problem. On 5/14/2024, their technician, **, came. He found Leslies tech from 5/2023 had installed the filter backwards. He began fixing it, and broke a part. He assured me he would order the part, and promised as soon as it came in, he would be out to do the repair. I have contacted Leslies by phone, and in person many times to ascertain when the part may be in, and when it could be repaired. I was constantly told the part was not in yet, but they assured me that as soon as they received it, they would do the repair. Meanwhile, my pool cannot be cycled, and the heat where I live is taking its toll on it. On 5/17, I contacted them, and again they said the part had not arrived. On 5/19 I was told the part had arrived, but they could not install it until June 6th. That would mean the pool sits stagnate for over a month. Since the 19th, I have talked to clerks, the store manager, a service manager, and one of the higher managers, *******. He told me he would make contact with the service **** and he would call me back on May 24 at 10:00. He did not call, so in the afternoon I called him. He did not take my call, but I was promised he would call me back when he finished the business he was dealing with. He did not call me back. My pool is now turning green. I have a graduation party scheduled for the weekend of June 1st, which was to be a pool party, and I certainly cannot have people in the pool at this point. I attempted to call their district office in *******, and was shuffled around and given more promises. All I want is my part installed, and the job completed.Business Response
Date: 06/10/2024
Hello,
We show this job was personally scheduled by Service Manager and completed on 6/8/24.
Customer Answer
Date: 06/11/2024
Leslies did send out a tech who replaced the cartridges. The filter is still not working properly. It is sucking air. I contacted Leslies, and they said they would put me back on the service schedule, so this issue is still not completely fixed.Business Response
Date: 06/11/2024
We have confirmed a new appointment with this customer for 6/13/24.Customer Answer
Date: 06/12/2024
If Leslies Pool Supply completes the repair issues on 6/13, that they caused with my pool, I will close out my complaint. I will keep my complaint open until they complete the repair on the problem they caused.
Thank you,*******
Initial Complaint
Date:05/23/2024
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.
Hello,I started using Leslies early March this year. Hoping for a good experience I went to my local store in *********, **. I wanted to get a new pool filter, pump and chlorinator for my inground pool. The manager told me I would need a site eval, that would be $160 and that it would be refunded when I purchased equipment. I had my site eval, the tech wrote down what I needed. I called the headquarters to order the parts, they told me I neeeded to call the store. I called the store, they sent me back to headquarters. This went on. I finally just ordered parts myself on their website. I spent over $3000, the charge went through and I got an order number email. I then received and email saying they need someone else in my house to verify the order? *** never had so much difficulty and run around getting supplies and spending money with a business. They since have canceled my $3000 which I have not seen reflected in my bank yet. I would like the $160 on the site eval back which was a waste of my time, but they keep sending me from corporate to local place run around to get the refund. I would like to also add their costumer service line is rude, and not helpful at all. They did not have any of the parts available that the tech quoted me and it was a waste of my time and money. If they go on their website and look up the items of the photo I attached you will see they are not available. I urge you to try talking to their customer **********************. They do not properly train their managers at their stores, and have no business being the leading pool supply business.Business Response
Date: 05/24/2024
Hello, We apologize for the frustrations and can assure you that this is not our normal level of service. We offered this customer a discount to reinstate the order.
Initial Complaint
Date:05/17/2024
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.
Leslies was offering a special on a cartridge filter for 20% off Jacuzzi filter and free install. I bought the filter and scheduled the install which when I called to schedule the install, they told me that I would be charged a trip fee of $45 and $78 for materials. THAT WAS IT!!!! I even literally said to the person making the appointment that the installation is then not actually free. Whatever. I scheduled the appointment anyway and the tech comes out, switches out my filters, knocks on my door and hands me a bill WITH AN ADDITIONAL $80 FEE TACKED ON FOR REMOVAL OF MY EXISTING FILTER!! NO ONE EVER MENTIONED THIS TO ME! I WOULD HAVE SAID TO LEAVE THE FILTER AND I WOULD HAVE DUMPED IT MYSELF BUT I WASN'T GIVEN THIS OPTION. THIS IS INFURIATING TO BE SURPRISED WITH THIS CHARGE AFTER THE SERVICE WAS DONE AND I WAS GIVEN ZERO OPTION!! I HOPE TO HIGH HEAVEN THESE CONVERSATIONS ARE RECORDED SO YOU PEOPLE CAN LISTEN TO THEM TO HEAR FOR YOURSELVES THAT NO ONE MENTIONED THIS $80 ADDITIONAL FEE. WHAT A SCAM. I WILL NEVER DO BUSINESS AT LESLIES AGAIN! EVER!! I WANT MY $80 REFUNDED!!!!REFERENCE #******** REFERENCE #********Business Response
Date: 05/23/2024
********************,
We apologize for the miscommunication and frustrations. This was not our intention. We will issue you a refund check of $80 for the haul away and it will be mailed to you within 7-14 business days.
Again our sincerest apologies. Thank you.
Initial Complaint
Date:05/15/2024
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 14 May 2014, I purchased a pool filter (see photo) at Leslies for $2,690.84 - ticket number *****. Beforehand I had requested a price match, per Leslies policy (see attached photo of in-store sign) for $1741.65 which I found, the same day, at pool supply delivery.com (see attached photo) for the exact same product BUT WAS DENIED. The employee called corporate and was told this was not an approved website despite there being no exclusions on the in-store price match sign. This is false and misleading advertising and I am requesting that Leslies honor the price match, refund me $876.69 (price + tax difference - $83 perk points I used), properly fix their in-store signs for price matching and clearly state any/all price match exclusions on their website (I subsequently searched the Leslies website for price match policy and have found nothing).As a courtesy, the Leslies in-store employee did provide a 20% discount on the list price of $3,179.Refund calculation:$3,179.00 ($635.80) 20% discount provided)($*****) Pool perks points $2,460.20 $230.64 (*****% state tax)$2,690.84 Total Paid $1,741.65 Price match (*****) Pool perks points $155.50 state tax $1,814.15 Total for Price Match Difference to be refunded $2690.84 - $1814.15 = $876.69Business Response
Date: 05/16/2024
Hello,
Our instore price match policy has a QR code to scan to learn about qualifications to the policy as seen in the picture that he attached. Here is a link for easy reference: ************************************************************
The website that he lists is not on the approved retailer list that we price match. There are other specifications and qualifications that are reviewed in order to be listed as an approved retailer.
We apologize that this customer is frustrated but our policy was followed. Thank you.
Customer Answer
Date: 05/16/2024
Leslies response is dismissive. They claim they followed their policy but their policy, stated on the in-store signs and mailings states no exclusion for price matching. They are falsely advertising.Business Response
Date: 05/16/2024
We do not state there are no exclusions. We state to scan the code to learn more. There are requirements for price matching per our policy which was attached to the previous response. We will gladly price match to the specifications listed on that QR code which is the same link we provided.Customer Answer
Date: 05/20/2024
Leslies in-store price match sign and home mailers Price Match Promise is obscure and misleading.Initial Complaint
Date:05/09/2024
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.
We contacted the Temple location about getting a pool heater installed. A service agent (Cadence) was sent out for the assessment and appraisal. He informed me which pool heater needed to be ordered and what electrical setup in the house was required. The heater was ordered and the required electrical circuit was installed per the assessment.It turns out Cadence doesn't have any ides what he is doing. The pool heater he recommended has half the capacity for heating the pool from what is required. Furthermore, the electrical circuit he said we needed (and hired and electrician to install) is also not powerful enough to do the job. After the heater was delivered, ******* had surgery, which he notified no one about, taking him out of service for 6 weeks. A new technician was sent to install the heater, and he was the one who informed us of *******'s incompetence. Now I have a heater I spent $3500 on, and an electrical circuit I spent $500 to get installed which cannot be used. ******;s local service department has been dragging their feet on fixing any of this situation. They want to give me a small discount on the correct heater and are not willing to either refund or arrange for the replacement electrical work which must be done.This was a 2-3 week project which is dragging into it's 4th month with still no resolution in sight. Furthermore, calls to the store and the national HQ have resulted in 1 service manager's call to absolutely no resolution. So far, I believe that not only do they want to blame us for their mistake, they are hoping we will just ask for a refund on the original heater and go away. Furthermore, if ******* had not had his surgery, I firmly believe that incompetent moron would have installed the inadequate heater.If you want your pool water tested, or need to buy chemicals quickly, they may be OK to visit. If you need pool service accomplished....STAY AS FAR AWAY FROM THIS COMPANY AS POSSIBLE!Business Response
Date: 05/14/2024
Is this issue related to "*************************************"?Initial Complaint
Date:05/01/2024
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.
we called leslies to hook up our pool pump. we bought all new hoses and hardware. they quoted me 3 prices and agreed to charge me the middle cost ******.. on friday april the 26 2024 the serviceman **** arrived. he seemed to struggle with the hookup. then he informed me that a part was cracked and that he didnt crack it, and it would cost me another ****** to replace it. what?? when my husband got home he found the part for the water flow in the grass. the pump was hanging off the cement pad, he was supposed to hook up 2 black hoses and 1 white ... well he them up wrong, he left his drill in the back yard, where was this guys mind? also my husband says there is not a crack in the part. i called leslies and they said this is their policy and they cant help me... ****** is alot of money, especially since now i have to pay c&d installers ****** to fix this mess.. i am in tears because i have to now borrow some money to fix this. please help me.. ty... *************************Business Response
Date: 05/02/2024
I have reviewed this complaint. This customer had an appointment for an above ground pool opening. The cost was $250 labor plus $45 trip charge. We agreed to reduce the price to $225 and waive the trip fee. This price was offered and agreed upon prior to work being completed. This customer needed fittings put in for the pump because someone broke it at closing (not us). Our tech put in new fittings and hooked up everything. The customer did not have the water level raised to normal level so the tech filled the lines by pouring water down the skimmer and checking for leaks. We did not see any. We would not see any until the pool water was full of water for full pressure testing of equipment. Our tech advised that this is not part of the pool opening and we did not have the part they need on the truck. A new service call would be required plus the part purchased.
Customer Answer
Date: 05/03/2024
this is just not true. the store in ******* couldnt set up the appt because of the computer. they quoted me ******.. when i called the 800 # to make the appt they quoted me... i 1 ***** which i was happy. when the repairman came he said it was ******* i said nooo. he called his boss and we agreed on ****** the part is not cracked. we have it here. we bought all new hoses and clamps, we only needed them to be hooked up. my husband found the part for the water flow laying in the grass, the pump was hanging off the pad, he put a plug in thewater flow, the black hose was hooked up to the wrong part of the pump. you cant leave it like that.. now we have to put out 250 to another company and im going to let them look at the piece that he said was cracked. its not.. this is a bad way of treating your customers,, this was a simple hook up that turned into a disasterBusiness Response
Date: 05/03/2024
We can do a courtesy service call at no charge to review the set up. If she agrees, we will have someone from dispatch call her to set up the courtesy appointment.Customer Answer
Date: 05/07/2024
after the service i recieved from leslies i do not want them to work on my pool. i had c&d installers come out to fix the problem that leslies caused. they confirmed there was no leak in the part that leslies said was the problem. i have the part. they said there was no silicone in place and the hoses were hooked up wrong. it was a ****** just want a refund. or at the least a partial refund. i had to put out another ****** for c&d but they did a great job. **Initial Complaint
Date:02/24/2024
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 February 10 ***************** a store branch to purchase chemicals for a family members pool. Having had my pool pump just stop operating in the last week I was interested if the model I have was available and pricing. Id had 3 estimates done in the days prior to me visiting this store. When the worker walked in I asked about pricing and availability to which they retrieved information off the computer saying I needed to order my particular pump. The price was about the same as other estimates had shown to which I said wow theyre so expensive. The clerk agreed but said if I purchased the pump through Leslies installation was free and proceeded to show me an invoice for an install of the same pump for another customer for $2200 which was the price of the pump plus tax only. I had an estimate being done that same day from another company so I waited until I got that price before reaching out to Leslies for an estimate. After speaking to a rep from the local store I was told that was a promotion and will no longer be honored and that it ended on the 15th. I was in the local store to get an estimate on the 16th. However I inquired on the 10th. Leslies should have honored the free install as I was never told it was a promotion and absolutely no signs were posted that it was only valid for 5 more days.Business Response
Date: 02/27/2024
Can you please advise if you have purchased the pump that you wanted installed?Initial Complaint
Date:01/19/2024
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.
Pump malfunction, pump went out while pool had been running 24/7 while a cold snap started on 1/13/24 pump stopped working on 1/16/24 while pool was on. On 1/17/24 drained filter cartridge, unplugged **********. running water emptied out which is the way equipment sat until I was told a service call would be required to determine if their pump was under warranty. Could have easily removed and taken to store myself. Then they wait two days to come out in 10 degrees weather in the morning only to find a very small amount of ice enclosed.This is there determination that the pump was frozen and therefore not available for warranty. However no other ice was there when I drained the rest of the equipment and the little amount left in the pump I didnt remove with a cup was water until it sat in the freezing weather on the night of 1/19/24 at 10 degrees. Total nonsense other them just ripping off there customers.Business Response
Date: 01/23/2024
Our service team stated the following: The service call was created on 1/17/24 and when the technician arrived on 1/19, he observed ice still in the impeller which is consistent with the temperatures being -1F to -3F at night during the days leading up to 1/17. On 1/17/24 and 1/18/24 the temperatures raised up to 44F and 47F during the day, so that would allow some of the ice to start to melt. On 1/13 the low temperature was 2F with a high of 20F which is also consistent with the incident being freeze related.Customer Answer
Date: 01/25/2024
I was hoping I could receive a better explanation from Leslies. Their technician was immediately trying to void the warranty when he showed up at my house. First he said that the electrical was wired incorrectly and that was why my pump failed. I explained that I have had the pool inspected and the wiring was fine. Then he realized the freeze guard was overriding my timer and apologized that he was in correct.
I explained that the pool had been running 24/7 just as in previous years through harsh temperatures, since my overflow from my hot tub, I can tell if water is being restricted.
The water was flowing over and therefore not below freezing when the pump started sounding like the bearings were going out on the morning of the 1/16. The pump continued to run making this noise until it stopped around 8:00 pm . At this point the pool sat all night in a deep freeze. The next morning I uncorked all my plugs and drained my pool equipment.
All water flowed out unfrozen. So I would like and explanation on why there pump failed when the water was not below 32 degrees.
These pumps are supposed to be designed to run year round.
When technician came out after the pool had been not running for 2 1/2 days of course there was a small amount of frozen left over water which amounted to less than a 1/8 of a cup and wasnt frozen just slushy.
Their intent was to not warranty their product and this is unexceptionable.
My pool has ran open over 20 years in the harshest weather and never did a pool pump fail because it was cold.
Please have them how a pool pump fails when their is no freezing water flowing through it. And also why all my other equipment wasnt frozen at all. It makes no sense.
I appreciate any help I can get , since they are adamant to warranty their product.
*******************Business Response
Date: 01/30/2024
We can only report finding from our onsite team. If the customer needs additional information, they will need to contact the manufacture directly as per our company policy, we are not a warranty provider.Initial Complaint
Date:01/17/2024
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.
Bought a Jacuzzi **** pool pump from Leslies on 5/18/2021. Had Leslies install the pump so the warranty would be valid. I was told that if Leslies installed the pump the warranty is 5 years. I paid the **** for install and pump. On Jan 3 I went out and my pump won't turn on. I called Leslie's pool to come out and fix it. They told me I needed to call ******* . I called ******* and get know response . I talked with **** at Hayward, she says it Leslie's that is responsible. ***** and myself did a three way call. It was myself, **** from ******* and **** from Leslies pool. What I got from the call was that no one wanted to take responsibility for fixing the pump. I call both companies everyday. I have been to other pool stores and everyone tells me that they hear the same complaint weekly. I bought this pump from Leslie's so if I had a problem I would have a company that cared.My pool is green. My pump is covered for 5 years through Leslie's pool perks and 3 years through Hayward . I can't get either company to fix it. All I want is to get it fixed or replaced. I did everything Leslie's pool asked to have a valid warranty. But still have a pump that doesn't work.Business Response
Date: 01/19/2024
District Manager ***************************** contacted ************** and worked along side ******* to get a technician to the property early next week. The District Manager also approved the store in the area to provide the chemicals needed to clear the pool as much as possible until the pump gets running.
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