Complaints

This profile includes complaints for Leslie's's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Leslie's has 761 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Leslie's

  2005 E Indian School Rd # 101 Phoenix, AZ 85016-6113

  
• 

  Leslie's

  20241 N 67th Ave Glendale, AZ 85308-6653

  
• 

  Leslie's

  3425 W Thunderbird Rd Phoenix, AZ 85053-5670

  
• 

  Leslie's

  10633 N 32nd St Phoenix, AZ 85028-3201

  
• 

  Leslie's Swimming Pool Service

  4639 E Speedway Blvd Tucson, AZ 85712-4633

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:09/22/2023

  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.

  Good morning. I placed an order in Late July for a Pool Safety Cover from the ********* ** location and paid around $3500 on my credit card. I was told I would receive the cover 1st week in September. After contacting the store numerous times I was told It would be here in a few days and I keep calling and I was given the run around the district ***************************** and was informed 9/19 that I would not have the safety cover for at least another 3 **************************** was very unprofessional and offered me a 10% savings and if I did not like that response she offered to cancel my custom order and said have a nice day and hung up in my face. I have been waiting for since late July. I have called corporate in ******* about 4 times left messages and was promised a call back and I never heard back from anyone. I normally close my pool labor day because i live in NY and now its the 22nd and I will not have my safety cover for another 3 weeks. I now have the expense of keeping the pool running, cleanings, chemicals and Leaving for filter running for almost an extra 2 months and Leslies has done nothing to help me. I cant even get anyone from the ******* corporate office to call me back. I am being fair and would like to be compensated for the 2 extra months I have to keep my pool uncovered. we are expecting a hurricane this week and the pool will be a mess and I also have 2 small children as well. When I ordered this safety cover in late July i was told 1st week in September and in reality now it looks like in will be here in Late October. I never expected this from Leslies. I understand things happens, but i deserve to be treated fairly and refunded for my troubles and the expense of keeping my pool open for another 2 months with foul weather and 2 small children. I am asking for a Corporate Executive to contact me and handle this in a professional manner. What's fair is fair. Thank you for your time and consideration.*********************** ************

  

  Business Response

  Date: 09/27/2023

  The customer has been contacted and a resolution has been provided 

• Initial Complaint

  Date:09/19/2023

  Type:Customer Service 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.

  I purchase a salt water chlorinator from Leslies pools the unit has a 36 month warranty. The matter has been escalated to the store and the technician advised that the unit has a defect and has been a problem for the company. As so far as they have discontinued the unit. I have a leak in the unit that is wasting water and not function properly. When I went to the store and spoke to the store manager ***** he advised me that he would like to replace the unit but is leaving the company. The power he had to make exchanges for another product was no longer an option available to him as he was leaving the company. I have been a loyal customer for ********************** and have purchased a pool heater, dual speed pump, salt water clorinator and had many service calls done. This unit is under warranty and has no parts and am looking for a replacement as the unit cannot be repaired per the technician who advised that the system has been a problem and removed from the market.

  

  Business Response

  Date: 09/20/2023

  Can you please provide your local store location so we may bring this matter to the attention of the District Manager in the area

  Customer Answer

  Date: 09/20/2023

  The store cannot do anything and sent me to corporate.  ***** is the store manager at ******* and he advised me that contacting corporate would help.  I was not able to call on the matter and I still have the same open issue of water leaking. 
  The technician advised that the issue and problem is well known and that the product is discontinued with no replacement.  I am asking for help as it is a product that is defective and now I am spending money on chemicals as the chlorine levels and loss of water is significant. 
  please help me as it is under warranty and it should be resolved.  The response sending me back to another person leaves me with a defective unit and a loss of water daily when it runs.

  *******, ** was store it was bought and installed by Leslies 

  I rejected the response as it didnt resolve and couldnt type in my response without closing it as resolved.  This is still open and needs attention.  

  

  Business Response

  Date: 09/21/2023

  District Manager for the area has contacted the customer and an installation is is scheduled for Tuesday

  Customer Answer

  Date: 09/22/2023

  Leslies pools took care of the issue immediately.

  im happy with the resolution.
  
   

  
  

• Initial Complaint

  Date:09/17/2023

  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.

  On 6/12/2023, ****************** sent technician **** *********************** to do a site evaluation re. Pool equipment leak. He used a sealant to repair our Hayward Vari-Flo ******** valve. I paid $179.61. The leak continued. He returned 6/14/2023 and installed a black rubber gasket. That repair didnt stop the leakit was worse than ever. I called customer **********************, each time they said they would have the technician contact me. I called and texted the technicians number, too. I was ghosted by everyone. On 9/5/2023, the technician returned to do a scheduled 6-month filter clean ($205.00). At that visit he said I needed to order a new ******** valve. I called ****** parts (6/15/2023) and was told the technician himself had to specify the item number which he failed to do on his invoice. I was told by customer ********************** representative ********* that she would contact the technician and call me back the next day. Im still waiting. The valve which shouldve been replaced is still leaking like mad. Im willing to pay to replace it but am running up against a brick wall. I even texted the technician to please provide me with the part number but again, no response. The valve shouldve been replaced in June but ****** ignored my complaints. It floods the equipment pavement every day. Im 75 and have relied on ****** to take care of our swimming pool repairs. Why is this so hard? Why am I being ignored?

  

  Business Response

  Date: 09/20/2023

  We have escalated this to the District Manager in the area. He is currently looking over the details and will be providing a resolution for this matter 

  Customer Answer

  Date: 10/04/2023

  
  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:09/15/2023

  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.

  We purchased a Hot Tub cover from this customer, once we received it, 2 months later, we were billed and paid the total of $666.49 on August 10, 2023. Since this time we have been charged a total of 7 charges to our bank account. We called after the first 2 showed up, on the same day, and was told they verified payment on August 10th, 2023 and they would fix the billing "error", which they did the following day. This week we have 4 charges to our checking account for the same total and purchase. We received the first one on 9.10.23, 2 more on 9.11.23 and another one today, 9.13.23. We have called multiple times and been told they see this and will take care of it shortly, with nothing happening. At best we want to have Leslies stop sending these known fraudulent charges removed and cover any overdraft charges that will happen since our checking account is now overdrawn from the charges pending at our account.

  

  Business Response

  Date: 09/26/2023

  This issue was escalated and resolved as of last week, we ask that you allow **** business days for any funds to be removed from the account. 

• Initial Complaint

  Date:09/14/2023

  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.

  Well went to Leslie's the employee referred a pool man to me. Long story short . the pool guy came . did some work.Then on july16th I hired them for1 month. At ******. Then my pool started to turn green grow mold .So I gave them ****** to get rid of the mold. They cleaned out the screens on pump and never returned for the monthly cleanings or to clean the mold. So I would just like my money returned. And or the job completed.

  

  Business Response

  Date: 09/15/2023

  Can you please advise what store location you visited? We do not offer or charge for pool cleaning services so no refund may be issued 

• Initial Complaint

  Date:09/12/2023

  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.

  Purchased products to make pool blue and clear from green. The first visit, a water test was done. The tech said his printer was down, but I could get a picture of the results and plan. He recommended we buy an algea killer, shock, clear aid. They were having a sale that day. We bought chlorine tabs (25lbs), 12 bags of shock, clear aid and algea killer. All of these things are needed to clear the pool. We walked out spending $301.00, after 15%off with the sale and $9 credit we had on file. We followed the instructions per the plan, we used all of the algea killer, we put 2 lbs of shock in every 12 hours, Went back 2 days for another water test. At this time his printer was working but not the computer. It wasnt loading. So he said to shock it again and bring it back for another test. We were trying to get below 5% on something. He said we were below the 5, so we could use the clear aid. We used the clear aid as instructed. Waited 2 days, pool still not blue and clear. We continued to use the rest of the shock we purchased (12 lbs) and clear aid. It has been over a week and the pool is just so much worse. This business does not refund chemicals. Their chemicals do not work. I am very disaplointed. Our shock was purchased in hopes of having some for a while. It was all used in an effort to help clear the pool. We are furious that their advice did not work at all.

  

  Business Response

  Date: 09/13/2023

  We provide recommendations off of our water test and we are sorry that our diagnoses and treatment did not work for your pool. We have a member of our customer care team reaching out to discuss a resolution

• Initial Complaint

  Date:09/09/2023

  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.

  Service nightmares Pool Heater Repair: Site eval and parts ordered 4/7. Two subsequent visit cancelled because technicians quit. Finally came out on June 26, however unable to complete the repair because they needed another part. Still not complete - entire swim season lost. Lighting replacement: 8/1 site evaluation ($365 charge)Install appointment 8/25 -Could not complete. Need additional parts. Service charge $495.I have spent $2,828 with Leslies on the above 2 matters since March. Neither is completed. Ive called the local store and customer ********************** countless times and have been repeatedly promised return calls - which ultimately never come. I hope someone at Leslies will contact me. I would also like to receive a statement of account as I believe Ive been over charged.

  

  Business Response

  Date: 09/12/2023

  We have escalated this to the Service and District Manager in the area, they are currently looking over the details to provide a resolution. 

• Initial Complaint

  Date:08/26/2023

  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.

  My family purchased a pool heater from Leslies. It clost our family thousands. Leslies is aware there was an issue with it upon delivery and they have failed to make good on the product. Our family does not appreciate being ignored and toyed with. At this point we are demanding it be replaced. This situation has called unnecessary stress and my kids have not used the pool all summer!!! I feel this company does not follow through and tries to let time go by to ***** responsibility. Leslies is who we bought the heater from, Leslies needs to make this right. Our summer is gone for good!

  

  Business Response

  Date: 08/28/2023

  Last communication was via case 03481470 on 07/16/23. We have provided a copy below, we received no response from the customer 

   

  Hello ******,
  
  I hope this email finds you well. I'm reaching out to you regarding your inquiry. Are we to be sending a replacement heater, or just shipping out replacement parts? Will you be having the heater installed with Leslie's? Are you requesting a $250.00 credit off your install service with Leslie's or a $250.00 credit off your order?
  
  If you have any further questions please feel free to contact us and reference case number 03481470.
  
  Thank you,
  ****************
  Leslie's
  Customer Care

• Initial Complaint

  Date:08/25/2023

  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.

  I purchased new pump and filter system from leslies pool in ********** **. It worked off and on for a month or two. Then after a large storm it stopped functioning. Leslies never followed up to see if their equipment was working.Not a good place to shop

  

  Business Response

  Date: 08/28/2023

  Was this installed by our Leslie's technicians? 

  Customer Answer

  Date: 08/30/2023

  Yes the installition and follow-up were performed by Leslies Pools

  

  Business Response

  Date: 09/05/2023

  We recommend that you contact the manufacturer for warranty assistance. If you need any help with receipts or installation documents please let us know 

  Customer Answer

  Date: 09/08/2023

  It is not a warranty issue (at this point)  the Leslies installation was faulty and failed to operate the equipment

• Initial Complaint

  Date:07/24/2023

  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 on line for the first time for the convenience of having order ready for pick up for pool supplies. When I got to the store only one item of 2 was ready. I ask for the other one with paid receipt in hand. Was told unavailable until a later date coming from the warehouse. The product was on there shelf. Needless to say I cancelled both items. Was told could not get my money returned and what I would have to do and would take several business days. I spent almost $200. I want my money back immediately and I would never recommend this place of business and been doing business for years with them. So disheartening to be treated so poorly. For absolutely no reason. I do not understand when product was paid for on on the shelf!

  

  Business Response

  Date: 07/25/2023

  Our customer care team is currently working to cancel the order. We must wait until order is delivered on 07/26 and then the order will be refunded 

  Customer Answer

  Date: 07/25/2023

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