Complaints

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:07/11/2025

  Type:Sales and Advertising 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.

  In May of 2021 I built a pool with a local builder utilizing exclusively Jandy equipment (listed below).6 watercolors nichless LED lights CS250 Cartridge Filter PLC1400 **************************** with RS-PS8 and 8 actuators Spa blower with electric heater and gas Jxi 400k w/ Versaflow. During the course of the 3-year warranty period my LED lights were replaced so frequently that I had lost track of how many replacements. This disrupted the enjoyment of my pool for nighttime gatherings and interrupted my work by having to take care of and be home for these replacements so frequently. The replacement cycle of these lights indicate that there is a major manufacturing defect Jandy fails to acknowledge. Every single light systemically failed and failed over again after replacement. I believe we have over 8 replacements so far.Over the past 6 months I have had an additional two lights fail. They started to go dim, then completely dead, then a few weeks/months later one started to show a light red glow, and then died again. My pool builder verified the electrical to the lights and deemed that the lights were defective and needed replacement. One light is a #JLU4C12W150 and another is #JLU4C24W100. Some lights that were replaced had packing labels on the box from the supplier that had dates which were 2 to 3 years old, indicating these lights were sitting on the shelf for extended periods of time, having any defects that were not resolved with newer production revisions, before being installed in my pool. As I am going through the planning process of renovating a pool on my other property, it doesn't sit well with me that these Jandy lights have had continued issues and previous warranty replacements were old stock. I am seeking a replacement parts for these two lights listed above with consideration of the facts mentioned above.

  

  Business Response

  Date: 07/14/2025

  Hi ***********,

  We are sorry you've had such a frustrating experience and we're glad you contacted us.  We have sent you an email from ***************************************** so we can continue the conversation and take care of you.

  All the best,

  Your Fluidra Team

  Customer Answer

  Date: 07/14/2025

  
  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. **** *. from the Customer Support Team created a replacement order for the defective lights and advised I should receive those replacements within 7-10 days. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********** ******
  
   
  

• Initial Complaint

  Date:06/16/2025

  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.

  Have a Polaris pool vacuum that wasnt working. Only had it for two years. Called Polaris customer service who directed me to a local Leslies. I took the vacuum to Leslies and they attempted to repair it. Took over a week. Took the vacuum home, still didnt work. Took it back to Leslies, this time it took almost two weeks because two things were replaced. Picked the vacuum up on Friday evening. Tried to us it again at home, still not working. E10 showing on the display. Called Leslies and they advised to call Polaris customer service on Monday(today) when they open. Called Polaris customer service today at 11am. Hold time was 10 minutes so I decided to keep my place in line for a call back. No call back in over 3 hours so I called back. Hold time was now 100 minutes so I decided to keep my place in line for a call back. Its been over 100 minutes and still no call back. Im fed up with this whole process, I just want my pool vacuum to work. This has been over a 6 week process, its time to send me a new pool vacuum. Clearly something is severely wrong with my current unit

  

  Business Response

  Date: 06/24/2025

  We are so sorry you've had such a frustrating experience, Shawn.  Please check your inbox for an email from [email protected] so we can continue the conversation and find a swift solution.

  All the best,

  Your Fluidra Team

  Customer Answer

  Date: 06/24/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23475994, 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,
  
  
  
  Shawn Salerno
  
  
  
   
  

• Initial Complaint

  Date:06/12/2025

  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.

  As a contracted business support business for Polaris pool cleaners among other Polaris products Fluidra has consistently delivered the worst customer service solutions for a broken product I have ever encountered. Last month my Polaris Alpha IQ pool cleaning robot broke. Fluidra advised me my specific error must be handled by a service center. The service center that populated in their search tool does not and has not ever serviced pool cleaners. I then contacted Fluidra multiple times to please advise on this issue so I can have it repaired or replaced. At no time have they contacted me or given me relevant information to have the item repaired Now after two weeks I have attempted to contact them again by email and phone with no call back or resolution. I was under manufacturer warranty when I first contacted Fluidra and now because of no contract or actual support I am outside of my warranty window. I have email and call log proof of all claims listed below.After 5 emails and 6 phone calls totalling over 6 hours of time lost I am no further in receiving support then I was initially when the product broke. Fluidra has incorrect service centers who don't actually service the products. Fluidra hold times are egregious and after 15 minutes of holding the system hangs up on you. The call back feature rarely actually results in a call back. Fluidra customer service representative give incorrect information as solutions that turn out not to be true when you contact the service centers. The only service centers remaining that can be contacted are 50 miles away and over an hour drive

  

  Business Response

  Date: 06/12/2025

  Hi ****,
  
  We're sorry you've had such a frustrating experience and want to help.  We have sent you an email from ***************************************** so we can gather more information and work to find a swift solution.
  
  Thank you,
  
  Your Fluidra Team

• Initial Complaint

  Date:06/12/2025

  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 have purchased this same model pool robot twice from an Amazon seller. This last time July of 2024. The robots will only function for a few months then stop responding. I have tried all the troubleshooting tips listed in the product operations manual and website. This last one should be within it's warranty and told by the ****** seller to contact the manufacturer to file a warranty claim. I have called multiple times and unable to get a live person to even take my call. I have emailed the manufacturer and get no response. I am beyond frustrated and want my pool robot either fixed or the money spent refunded.

  

  Business Response

  Date: 06/12/2025

  Hi ******,

  We're sorry you had a frustrating time getting warranty help.  We searched your email address and saw that a member of our technical support team responded to you today (6/12/25) and recommended that you take your cleaner to a nearby contracted service center for a diagnostic review.  The typical warranty process is to have your cleaner tested by a contracted pool professional and they will help with any repairs or replacements needed.  Please email us directly at ***************************************** and let us know if you've taken your cleaner to a service center.  We can continue the conversation via email and work to find s swift solution,

  Thank you,

  Your Fluidra Team

• Initial Complaint

  Date:05/28/2025

  Type:Customer Service 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 have a Jandy pool heater that is just over 2 years old, Bought March 23, 2023. ***** will not warranty a repair for the heater from a claim of chemical damage. Apparently The heat exchanger is coated with calcium buildup which in turn as water passes through the heat exchangers flaked off and thus removed some of the copper from the heat exchanger. Since the copper tubes in the heat exchanger was leaking, water then entered the combustion chamber. I have been religious about using test strips and have rarely been out of balance. I went to have the water tested today to make sure the test strips weren't bad. Only level today out of level was PH at 8.1 and that is likely due to all the rain we have had in the past month. I contacted fluidraUSA directly, they refused to budge claiming chemical imbalance void the warranty. Replacement part is 3500, new unit 5000. It's very disappointing

  

  Business Response

  Date: 05/30/2025

  Dear ****,

  Were sorry about the frustration you've experienced with your Jandy pool heater and understand how disappointing it must be to face an issue like this, especially after taking care to maintain your pool chemistry.
  

  At Fluidra, we stand behind the quality of our products and take all warranty claims seriously. Our warranty terms do specify that damage due to improper water chemistry including scale buildup or corrosion is not covered. This is because chemical imbalances, even short-term or minor ones, can unfortunately cause lasting damage to sensitive components like the heat exchanger, as appears to be the case here.  Over time, elevated pH can contribute to calcium scale formation, particularly when coupled with high calcium hardness or total alkalinity. 

  That said, we value your business and would like the opportunity to work with you directly to help resolve this matter. Please email us at ***************************************************************** and reference your BBB complaint as we have some possible next steps to support you.
  

  Sincerely,

  Your Fluidra Team

  
  

• Initial Complaint

  Date:05/28/2025

  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 had warranty work done on my Jandy 2.7 variable pump. They said they were going to send a new motor but the tech put a used one in because he said it was on back order. The motor died after the warranty expired but it was the USED motor not the one the should have been installed. Called customer service due to the motor not being the new motor that was suppose to be sent. **************** said the area manager would call to help the situation. They owe me the NEW motor not the worn out used one that was installed.

  

  Business Response

  Date: 05/28/2025

  Hi ******,

  We are sorry about your experience and want to help.  We sent you an email from ***************************************** so we can continue the conversation and find a swift solution.

  All the best,

  Your Fluidra Team

• Initial Complaint

  Date:04/30/2025

  Type:Product 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.

  Had the Polaris booster pump for my Polaris pool vacuum. Model PB4SQ. Pump failed in 2023. Replaced it in kind with the same model and had it installed by a professional. The new pump sprung a leak in the very thin plastic housing after less than 2 years. This has to be a design flaw. There is no way the thin brittle plastic piece should be used in pressurized service on a mechanical pump. I assumed it was just a cover or jacket for the component that was pressurized but it leaked a large amount of water and vacuum would no longer operate. There is even an indented panel with a seem that makes the piece even weaker and this is where the crack occurred. I contacted the company and they apparently expect owners to replace the pump every 2 years. Other forums have multiple complaints about the same model and my pool company said this higher efficiency model breaks all the time because they were more worried about efficiency than durability.

  

  Business Response

  Date: 05/05/2025

  Hi *******,

  We are very sorry you had a similar issue with your new booster pump.  We are unable to provide you with a refund since we are the manufacturer and do not sell directly to consumers.  If you would like to pursue a refund, you can contact the pool professional you purchased it from.  We looked up your account and see that we sent you a new housing for your current pump.  Your pool professional can always contact us for warranty parts or repairs while your product is under warranty.  If there is anything else you need, please email us at *****************************************************************.

  Thank you,

  Your Polaris Team

  Customer Answer

  Date: 05/05/2025

  I am not concerned about getting a replacement part which is too little too late since I already had to purchase a brand new pump in the time it took you to reply.  I would be satisfied if I was given a refund and even more satisfied if the manufacturer acknowledged the poor design and reliability of this model and stopped supplying it to pool companies and home owners that are unaware they are receiving a poor quality product.  

  

  Business Response

  Date: 05/06/2025

  Hi *******,

  As stated in our BBB profile, we do not provide refunds as we do not sell directly to consumers.  If a refund is desired, the customer should contact the seller of the product.  If you have any future issues with your pump, please contact a local warranty service pro for help with parts or repair.  You can use our dealer locator to find a local pro: **********************************************

  All the best,

  Your Polaris Team

  Customer Answer

  Date: 05/16/2025

  
  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:04/28/2025

  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 have a Jandy variable speed pump that was installed in October 2021. This pump stopped working and was replaced in April 2024. The replacement pump is now not working properly and the rear bearing is making an extremely loud noise. I called the company and they informed me that my 3 year warranty expired as the warranty is based on the 2021 install. This is crazy. The new pump was installed one year ago and no longer works properly, yet I'm being told the warranty is for the original faulty product and not the new faulty product. I live in ************ and my pool pump runs for 5-6 months a year. It is not overused by any stretch.

  

  Business Response

  Date: 04/29/2025

  Hi ******,

  We sent you an email from ***************************************** so we can get more information and better understand the situation.  Your warranty is indeed based on the original purchase date of your pump, but we understand your frustration and want to help.

  Best,

  Your Fluidra Team

• Initial Complaint

  Date:04/18/2025

  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 new Jandy JX 1400N gas heater (under Fluidra) for my pool in *****. Less than 2 years after installationwell within the written warranty periodthe heater malfunctioned. When I contacted Jandys warranty department, they immediately claimed chemical damage, insisting it was not covered. However, I have regularly maintained my pool water within recommended pH and alkalinity ranges, with documented logs and professional service records to prove it.Despite my evidence, Jandy refused to repair or replace the heater under warranty. My installer, who has seen similar denials from Jandy, also confirmed that my pool chemistry is properly managed. It appears that Jandy routinely blames customers water chemistry to avoid honoring valid warranty claims.I respectfully request that Jandy (Fluidra) honor its written warranty by fully covering the necessary repairs or providing a replacement heater at no cost. I have provided all required documentation and ask the company to promptly address this issue instead of using unsubstantiated chemical-damage assertions to reject valid claims.I appreciate any assistance the BBB can provide in resolving this matter. Thank you.

  

  Business Response

  Date: 04/22/2025

  Hi Blossom,

  We're sorry you've had a frustrating experience and want to better understand the situation.  We looked up your account with the address you provided, but didn't find an account or any history.  Please email us directly at ***************************************** so we can continue the conversation and get more information.

  Thank you,

  Your Fluidra Team

• Initial Complaint

  Date:04/17/2025

  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 was lied to by a brand that this company owns. The company in question is named "Aiper". The "*****" brand sells robotic pool cleaners. My family HAD owned an "Aiper Seagull Pro" robotic pool cleaner. The afformentioned robotic pool cleaner caught fire while it was charging & could have possibly burned down the entire home had my ******** not extinguished the fire that the faulty "Aiper Seagull Pro" robotic pool cleaner solely caused. I contacted ***** customer service and a person named "Summer" assured me throughout all of our email correspondences that they would do everything in their power to see that I was reimbursed for the damages that were caused by their faulty robotic pool cleaner that my family and I had owned. I sent them my invoice for the repairs that my family and I had to hire a friend to do and once again "Summer" from ***** customer service assured me they were working diligently to get me taken care of, they even said they would send me a brand new Aiper robotic pool cleaner to say they were sorry about the incident. Now the company "*****" has ghosted me and they will not respond to my messages any longer. They wanted me to send the burned up pool vacuum in to them and I tried too but ******** would not ship it because it was so badly burnt from the fire it caused. Having learned about the shipping situation my wife sat it out to the trash to be taken off.. Now that "Aiper" knows i no longer have the pool cleaner any longer they will not tespond back to me.. They assured me that my $725 repair bill would be repaid to me swiftly. I haven't received a dime from them. I have every email correspondence that Aiper and I sent back and forth. This company sells their Junk to us United States Citezens for outrageous marked up prices then they have the audacity to lie and try to act like nothing happened because they know that my wife sat the "Aiper" junk out to the trash so now what do I do? They said they couldn't find my order number also.

  

  Business Response

  Date: 04/17/2025

  Hi ***********,

  Thank you for reaching out regarding your Aiper cleaner. Please note that Fluidra does not own or control the ***** brand. We recommend you reach out to Aiper to address this issue. 

  Thank you,

  Your Fluidra Team

  Customer Answer

  Date: 04/20/2025

  
  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. This company has no involvement with the "*****" brand. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********** *****