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:01/17/2024

  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.

  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. 

• Initial Complaint

  Date:12/12/2023

  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.

  Order: WLP0978407 In April/May of 2023, my mother decided to purchase a pool from Leslie's Swimming and Pool Supplies. This was after careful deliberation and help from the customer team in choosing which pool would be best. When she bought the pool, they assured her that the pool came with video directions and if needed, she could hire a company in the area to build the pool for her. They also said she had 30 days to return the pool if it didn't work out. What they didn't say was:1. She needed a DVD player for the video directions 2. Building the pool required at least 3 men or more to put together 3. She had to buy extra tools to put pieces together 4. She needed to prep the land and buy extra equipment for that 5. That no company within an hour of our home would be willing to install this pool 6. Any company that was willing to build it had a few weeks long waitlist 7. That by the time my mother exhausted her efforts in trying to build this pool, it'd been 2 months and past the date of return.This entire project was an absolute waste of my family's time, energy and money. We were so excited to put the pool together and thought it was a simple build like the one we used to have for 10 + years. We received no help or guidance from Leslie's Pools once the purchase was made. My mother is 63 years old and they completely took advantage of her. When I contacted them about returning the pool, they said the pool needed to still be in it's original packaging. We put all the pieces together, taped and wrapped them up as best we could but they are not in it's original packaging. They are advertising and making promises about the pool experience they can not deliver. They made it seem very easy and accessible for the lay person to build a pool but this is not the reality. They are scamming people into buying pools they can't build and when they figure it out, it's too late to return. This is fraud and completely unacceptable from such a reputable company.

  

  Business Response

  Date: 12/12/2023

  This order for the pool package is unreturnable. It is past our 30 day return policy and unable to be returned in the original packaging. 

  Customer Answer

  Date: 12/12/2023

  This is very poor customer **********************. I tried returning the pool months ago and have already explained why we did not return it within 30 days. Your company is scamming people by convincing them to buy something they are not equipped to build and then giving them an unreasonable time limit to fulfill the project or return it.

   

  According the Leslie's Code of Ethics, "

  The Company's policy is to promote high standards of integrity by conducting its affairs honestly
  and ethically.
  Each director, officer and employee must act with integrity and observe the highest ethical
  standards of business conduct in his or her dealings with the Company's customers, suppliers,
  partners, service providers, competitors, employees and anyone else with whom he or she has
  contact in the course of performing his or her job."

   

  We chose Leslie's Swimming Pool for this reason and unfortunately, you have not upheld your side of the promise.

  A 30 day period to return the pool in its original packaging would mean that we never tried to build it and stick with the purchase. We exhausted our efforts to try and build this pool, giving Leslie's Swimming Pool our support. Instead of the support being reciprocated, your company has turned it's back on our family. 

   

  Where is the integrity and high standards of ethics?

  

  Business Response

  Date: 12/19/2023

  We do apologize for the frustrations you experienced. However, we are not able to return a product that has been opened, partially installed and /or not in the original packaging. Our return policy can be found here for reference: **************************************************************;
  

• Initial Complaint

  Date:12/09/2023

  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.

  Leslie's Pool has had my pool pump and motor for almost a week and promised to replace the motor and install new seals in the pump. I called today and the employee said he didn't know anything about my pump and motor (I gave it to him a week ago in person) and said his manager, **** would not be in until Tuesday. I asked to speak with the regional manager but he said he didn't know his name and hung up. I am concerned my pool will become contaminated without running for over a week and cannot receive my fixed pump and motor.

  

  Business Response

  Date: 12/14/2023

  The District Manager and Service Manager in the area are working on a resolution for the customer. 

• Initial Complaint

  Date:11/05/2023

  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 am writing to file a formal complaint against ********************* and Spa regarding the purchase and installation of a Pentair pool heater. I believe my experience with ********************* and Spa highlights several concerning issues, including poor customer **********************, misleading sales practices, and a refusal to honor the warranty on the purchased product. On February 2022, I purchased a Pentair pool heater from ********************* and Spa's physical store. The sales representative assured me that this product was eligible for a warranty, and I proceeded with the purchase. The heater was installed a few months later because I had to add propane line and tank at the cost of about **** dollars. Unfortunately , the heater ceased working just over a year after installation, well within the warranty period of purchased in store and not online, which was the case. Upon contacting Leslie's for warranty service, they were unable to give me appointment for service. I reached out to another pool company who said to contact pentair, I was shocked to be informed that my warranty was considered invalid because the product was sold "online." This contradicted the in-store purchase I had made. To further investigate this discrepancy, I consulted with my local Leslie's store, which confirmed that ********************* and Spa is not an authorized Pentair retailer, they stated it ended in January. This confirms that I was misled during my purchase. When the technician from a reputable local pool company finally arrived to inspect the heater because I could t get an appointment with ******, they noted that it was rusted, not installed properly and beyond repair. This was deeply concerning . I feel that ********************* and Spa has not only misrepresented themselves as an authorized Pentair retailer but has also demonstrated poor customer **********************, failing to address my concerns in a timely and satisfactory manner. Additionally due to the improper install I will have to have work done, refund or replace please

  

  Business Response

  Date: 11/07/2023

  We are actively working with the customer to get further details

• Initial Complaint

  Date:10/28/2023

  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.

  After scheduling and prepaying for a pool closing, the technician call from a number that indicated no caller ID, which I never answer. He left a voicemail that he was on his way to preform the closing. He then called and left another voicemail that he could not preform the service because he didnt have the proper equipment.When I called the service number listed and talked to a girl that I could barely understand, I was told that there was nobody that I could talk to about this. The technician **** could not be reached because of his no caller ID status.

  

  Business Response

  Date: 11/02/2023

  This has been escalated to our dispatch team and the appt is scheduled for tomorrow 11/03

  Customer Answer

  Date: 11/02/2023

  
  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:10/26/2023

  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.

  I booked a service appointment with Leslies to clean and winterize my pool. Their website says to have chemicals on hand which I did. I never was informed that I needed to purchase a pool closing kit. They never told me they dont vacuum your pool and when I came home all of the tiki torches around my pool were thrown on the ground. I asked for a refund but was denied so I spent $300 for them to remove the ladder from my pool. They put the cover on but Im going to have to remove it because now I need to clean and winterize my pool.

  

  Business Response

  Date: 11/02/2023

  We have provided a link below available on our website, we do not clean or vacuum pools. ***************************************************************** Do you have photos of the property after the service?

• Initial Complaint

  Date:10/19/2023

  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.

  On 8/17/23 I made a return to Leslie's Pool Store of an item I never used. I had previously made a cash purchase & I was told they did not do cash back for returns nor could they do it back on card. They had to do a corporate check I should get in the mail after 2 weeks. I returned my item. It has been 2 months & until today I have not received my money back. Have not received a check in the mail. I have gone in store multiple times, I have called their customer case number multiple times as well. They keep telling it is beign processed but no other information. I have been very patient but it is ridiculous the amount of time they are taking to supposedly process a refund check. I am only asking for my money back as soon as possible for the return I made in store. Thank you for your help in this matter.

  

  Business Response

  Date: 10/23/2023

  Check ****** was cut on 10/18 and mailed on 10/20. It is standard shipping and can take up to 7 business days to receive the check 

• Initial Complaint

  Date:10/12/2023

  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 cant get them to honor the warranty on a pool pump l purchased and had installed by them. It stopped working less than a year after installation, and has a two year warranty! They keep giving me places to call and none of them will repair the problem!

  

  Business Response

  Date: 10/17/2023

  Our store 547 is in contact with the customer regarding the warranty details. 

• Initial Complaint

  Date:10/11/2023

  Type:Billing 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.

  On 6/19/2023 I received a quote from Leslie's to close my pool on 10/9/2023 for $395 based on the on-line survey that I filled out. Below are the survey questions they based the quote on. Each is answered accurately. For my pool I have a waterfall that is powered by the second pump and is part of the pool. They charged me an additional $250 to close the waterfall. There was no way to disclose in their survey that I had a waterfall. The only thing they do to winterize the waterfall is add anti-freeze to the pump and line. The same thing they do to winterize the main pool pump and line. I do not believe they should have charged me the additional $250.Leslie's Survey...Which service would you like to schedule?Pool Closing What type of pool will the service be performed on?In Ground Does the pool have a cover?Yes Do you have more than two pumps?No Do you have more than one filter?No Do you have an in-floor cleaning system (pop-ups)?No

  

  Business Response

  Date: 10/17/2023

  We are actively working with the service leadership in the area for confirmation of pricing

• Initial Complaint

  Date:09/25/2023

  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 brand new natural gas pool heater from this company back in sept/Oct/Nov of 2022 and it was installed by them. Back in may of 2023, We were having my ** serviced and the ** company detected natural gas coming out of the connections for the heater so we immediately tuned off the natural gas to the heater and called Leslies that installed it and they claim that after 90 days they no longer will come back out and fix it. We feel lucky that we noticed this as it could have been extremely dangerous. The only thing we were looking for was to get the leak fixed and up until today they have refused without charging a service call. We will will not be purchasing anything from this company going forward.

  

  Business Response

  Date: 09/26/2023

  May you provide your full address so we may look into this further 

  Customer Answer

  Date: 09/26/2023

  **************************************************************************************. ******* has remained off since the leak was detected and should remain off until repaired as per ******************* who supplies our gas. 

  

  Business Response

  Date: 09/27/2023

  The Service Director as well as the Service Manager of the area are working on getting an appointment scheduled and a resolution provided. They will be in contact with the customer for further details