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:06/01/2023

  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 a pool pump from Leslie's pool and it was way to small of pump. **** the manager in ******* ********** assured me it would work better than my old pump, which I showed him the actual old pump. By the time I figured out that **** from Leslie's pool didn't know what he was doing and the pump didn't work on my pool, the 30 day warranty had expired. The pump was **** dollars. A pool specialist noted immediately the pump was way to small for the pool. **** at Leslie's had my pool size on the computer and I told him it was ****** gallons. As a consumer I'm tired of this type of deceit. I would request a refund based on the fact that I was assured the pump would work on my pool and system. I also have a witness if needed will confirm my details. I am requesting a refund from Leslie's Pool and hopefully their employees get **********. I have heard many similar stories about this business in ******* **********.

  

  Business Response

  Date: 06/05/2023

  We have forwarded the details to the District Manager in the area so they may look into this further. They will be in communication with the customer. 

• Initial Complaint

  Date:05/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Item due 5/15. Calls, e-mails, and chat attempts stonewalled. No delivery received. No updates received. No call received. No e-mail received. No attempts whatsoever that we are aware of.

  

  Business Response

  Date: 05/31/2023

  Custom covers have a 6-8 week delivery time and may be extended due to holidays. We are reaching out to the vendor to get ETA.

• Initial Complaint

  Date:05/29/2023

  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 purchased a ****************** heater (Order No. WLP0961599) from Leslie's on line on April 5, 2023. The website said 50% off installation and I called the store to find out the cost of installation before placing the order. Product shipped and arrived no problem. Scheduling the installation service was a nightmare. First, I was told install could not be scheduled until after a site evaluation was completed even though I was replacing the same exact type of heater. Cost of site eval was $110.00, plus a $45 "trip fee", but I was assured the $110 site eval fee would be refunded if I had unit installed. None of that was stated in the advertisement. I scheduled a pool opening same day as site eval and to replace backwash handle that broke - techs said they could not open pool with broken backwash handle and would have to order parts. Did nothing that day but charge me $155.00. Told me to call store to schedule install and said definitely not to call 800 number. Called store and they said call 800 number. Ultimately got appointment for May 27, 2023, to install heater. Had someone else open pool and replace backwash handle. I was advised gas had to be shut off for heater installation. Had National Grid do so. Tech arrived and installed heater without reconnecting gas piping. No idea if heater works. Have to hire a plumber to come out and connect gas piping. NO MENTION OF THIS IN ADVERTISEMENT THAT SAYS LESLIE'S WILL INSTALL FOR 50% OFF. The Leslie's tech also refused to credit the $110 site evaluation fee from the service charge - said the Leslie's store has to refund that. Plus, I got hit for another $45.00 "trip fee" for the installation. Again, NO MENTION OF THIS IN THE ADVERTISEMENT. So far, I've paid $155 for the site eval/trip fee, plus $282.50 for partial install and trip fee - total of $437.50 for installation service that was supposed to cost $237.50, and I still need to pay a plumber to finish install. See M.G.L. c. 93A

  

  Business Response

  Date: 06/02/2023

  We are actively working with the the District Manager and Service Manager to ensure that all promotions were honored during customer's ********************** appointment. Any further refunds or discounts will have to be look into further. 

  Customer Answer

  Date: 06/02/2023

  I received a call from a Leslie's manager indicating a willingness to provide me with store credit. 

  No thank you. 
  

  Leslie's owes me the $110.00 site inspection fee, plus $90.00 for the two  $45 "trip fees" they failed to disclose in their advertisement for 50% off installation.  In addition, I had to have a plumber come out to complete the installation of the heater.  *************************, a certified plumber, did so yesterday and billed me $225.00.  (As an aside, I turned the heater on last night and after warming the pool by 2 degrees, it shut off due to a high limit issue,  I was able to turn it on today, and it heated the pool to the desired temperature, but I am left to wonder whether it will continue to work properly.  I understand that is a separate issue.)

  Please issue a check made payable to *************************** for $425.00 ($110+$90+$225).  Also, please fix your unfair and deceptive advertisement related to installation of pool heaters.

  These terms are not negotiable.

  Thank you.

  ***********************

  

  Business Response

  Date: 06/05/2023

  Our team was looking into the issue and will be in contact with the customer today for the resolution. 

  Customer Answer

  Date: 06/08/2023

  In essence, this was no response and is unacceptable.

  Next step for me will be a 93A Demand and then suit.

• Initial Complaint

  Date:05/24/2023

  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 bought a spa cover online. I paid around 400$. I have been waiting 2 months to **** about cover. When I contact customer ********************** I can not get a straight answer to shipping date. It is a custom cover and I would just order someplace else but I can not get a confirmation that they will not charge me for cover if they ever decide to make it. My preferred resolution is to get my cover or hear that they are unable to meet there agreement.

  

  Business Response

  Date: 05/30/2023

  After discussing with the vendor they did request another week to get the order completed and shipped. We will be following up by the end of the week for tracking details.

  Customer Answer

  Date: 06/03/2023

  June 3 2023

  I still have not received information  about shipping of hot tub cover. They have the worse customer *************************** no follow up. I have to call every week and speak to a different person only to be told it will ship in about a week.

  

  Business Response

  Date: 06/07/2023

  Due to high orders for our covers our ship time for our customer covers are slightly longer than normal. The most recent update is expected shipment 06/09/23, we sincerely apologize for the delay in the order. 

  Customer Answer

  Date: 06/15/2023

  it is now 6/15/23. I have received no notification of cover having been shipped. It is ridiculous that a company can not meet their own dead lines this has gone on for 2 months and when you contact customer ********************** you can not even get  a straight answer.

• Initial Complaint

  Date:05/24/2023

  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.

  I scheduled an appointment back in 2022 for may 13th 2023 to have Leslies open my pool and set up new equipment. On 4/29/2023 I received an email that my appointment was canceled. I went to the store to find out why and they didnt have an answer. Luckily the service supervisor was there and helped me set up a new appointment for 5/20/2023. On 5/19/2023 I went to the store to confirm that they would still be coming out due to the weather of rain all day. They informed me that the technicians work in the rain and they would still be coming out to complete my service appointment. This appointment was paid for in FULL prior to the date of service. On the day of my appointment 5/20/2023 I got a text from the store manager at 8:30 in the morning asking if dispatch reached out to me to reschedule my appointment and I said no. She said if the weather gets any worse they MAY need to reschedule my appointment. The rain stopped before 2 pm and my appointment was between ****. They never showed up. I went to the store on 5/22 after work to find out when they would be coming out and was informed they put me on the schedule for JUNE 9th!! That was 3 weeks from the date I originally had. No one ever confirmed that I could even do that day and time. I contacted Leslies a total of 5 times to get this resolved as this was not my fault and I wouldnt be available on the date THEY selected. Their resolution was to give me an appointment for June 17th!!! I asked them if they could give me my pump that was ordered last year through warranty so I could have someone else come out as I had a BBQ planned for the weekend. They told me if I cancel my appointment they can not give me the pump because it will be voided even though the pump was ordered prior to the date I scheduled my appointment. I spend so much money at Leslies every season and I am so upset with the way this situation has been handled. Needless to say I will NEVER EVER use them for anything again.

  

  Business Response

  Date: 05/26/2023

  We have forwarded the details to the Dispatch Manager. She will be in contact with the customer to further discuss a resolution. 

  Customer Answer

  Date: 05/26/2023

  I still have not been contacted or anything. 

  

  Business Response

  Date: 06/01/2023

  Customer was contacted on 05/26/23 by our dispatch manager and the service job was completed on 05/27/23

  Customer Answer

  Date: 06/08/2023

  
  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:05/22/2023

  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 had a pool pump installation service for April 20th 2023. After the person install the pump, the pipe connect to the pump damaged. The person came says its not their fault. My husband is sure it's them because before that it was no cracking, also the person says he didn't tough the part, so, he has to somehow lift a little while install the pump, so yes, he will touch the other parts of the pipe. He came and immediately said it's not their responsibility. Called customer ********************** and the person said will call me back which is never. Horrible service. I will pay for the pump and actual item need to be fixed. But I seriously need the service fee and this $45 driving fee void.

  

  Business Response

  Date: 05/22/2023

  We were unable to locate the service call with the phone number provided. Can you please provide an alternate phone number, Call ID or copy of the service invoice?

• Initial Complaint

  Date:05/20/2023

  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.

  Ordered a pool,(purchased on April 14, 2023 received it on April 27, was not able to put together because of all the rain) explained to the manager the pump wasnt working, he was of no help what so ever, told me to speak to the people who put it together. As of today i went out and purchased a new motor/pump for $299. Im sorry that is not how u run a business. There was no manual, he couldnt even help me with that.

  

  Business Response

  Date: 05/22/2023

  We are sorry that your pump was not working. In these situations we warranty the filter/pump by providing a replacement, can you please advise if you would like to move forward with the replacement under warranty. 

  Customer Answer

  Date: 05/22/2023

  dont want to go any further.  Just wanted ********************* to no how upset I was. Thank you.

  

  Business Response

  Date: 05/23/2023

  We are truly sorry for this experience. We will use this as a learning opportunity and we have added $100 in pool perks to your account for the frustrations 

• Initial Complaint

  Date:05/18/2023

  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.

  4-8-23 took my Polaris pool cleaner in it was throwing a code, I purchased warranty when I got the cleaner, took it in repair man said it would be 1-2 weeks, received an email saying it would be repaired.. I have called 3 different times with no response finally spoke with a associate he told me that it was just sitting in the back with a lot of other cleaners and that it would not be anytime soon as the repair guy was out of store until next week, today is 5/17/23 I asked to speak with customer **********************, he gave me a number to call, so I did then the customer ********************** guy tells me that it is *************** fault, which I dont understand how they are not who has my cleaner, Im having to spend more money in chemicals and waste more time because of this.. either fix it, give me a loaner or give me a new one thats all I ask

  

  Business Response

  Date: 06/27/2023

  During our busy swimming season cleaner repair time will be longer than normal. We do not offer loaner cleaners, if the customer would like their cleaner back we can inform the store to release the cleaner in its current condition. 

• Initial Complaint

  Date:05/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 5/29/2021 Purchased a replacement salt cell for the pool the purchase price of the salt cell is $539.99 not including tax.The salt cell went out two weeks ago but was not identified until the pool began to turn green and adding salt didnt help. An average salt cell life is 3-5 years. This one made it just under 2 years.We have requested either a replacement cell for the pool or a discount ordering a new one. I called the store location and was told there was only a one year warranty. (all other cells have 3 year warranties. ) I was given the run around. I called the corporate office three times in 30 minutes and also given no assistance. This is an expensive part and should last longer then just under two years.

  

  Business Response

  Date: 05/17/2023

  The receipt provided is not for Leslie's Pools. Please work with the store you purchased through for further assistance. 

• Initial Complaint

  Date:05/12/2023

  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 ordered online from Leslies Pool on May 8th 2023 a ************* *** 1.5 hp pump along with an additional item. Order #WLP1003748. Fex Ex delivered one of the correct items on Thursday May 11th 2023 the date specified when the order was iniially placed. The item leaf net was correct but instead of over a $300 item for the Hayward pump I received "Solar Ez - Solar Saddle pool holders which obviously is incorrect. I called the customer ********************** line immediately and they informed me I would need to drive 25 miles to the closest ***** facility to return their screw-up and then once returned will credit my account. They stated it would take another 7 business days to ship the correct item to me, but swimming season is starting and my pool will turn green. I shouldn't be responsible for returning an incorrect item prior to receiving a credit. The return slip shows I am returning a Hayward pump which is also incorrect. The representative was obviouisly reading from a script on our call and couldn't understand what I was explaining. So I am currently out over $375.00 until I can take time from work to drive and ship through ***** their mistake. All I want is for them to arrange for ***** to pick up my package and send me the correct item. How would it only take 2 days originally to ship an item and then on a return at least 7 business days. Will never do business with them again.

  

  Business Response

  Date: 05/17/2023

  We are sorry to hear that you received the incorrect item. The estimated time for delivery is our general shipping time, if you received the original order within two days then the replacement order will more thank likely arrive in the same time frame as the original.