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:04/09/2025

  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 have a blue/grey PowerClean pool chlorinator that has failed twice now. Under the warranty, Fluidra (CMP) sent me a new salt cell due to a leak that I had to troubleshoot and diagnose myself, unless I wanted to hire a pool professional at my cost. Fine. Incidentally the new one leaks sometimes too but I gave up on that for now.Less than a year later, the power center failed, and they have recently sent a new one that I must have installed at my expense. They sent a tan Jacuzzi branded one. I emailed them and one *** explained that "Jacuzzi units are no longer manufactured and Powerclean is the direct ***lacement to these as they are the same units with just a private label color scheme." I ***lied explained that I received a Jacuzzi unit but indeed need a PowerClean that matches (in color) my system. A different *** responded saying "The PowerClean version was/is not available so to get you something as a Warranty ***lacement that was the only option and form, fit and function, they are the same." These two responses do not add up.The bottom line is that now, at my expense for installation, it will look so tacky and trashy to have a blue and grey (and leaking) PowerClean system with a tan ********************* I guess Fluidra does not care what their customers and their pool guests think about the products.This is a system that has failed twice in less than a year, and now I get a mismatched ***lacement part that I must live with? Be warned that Fluidra seems to care care less about existing customer support than getting new business.

  

  Business Response

  Date: 04/11/2025

  Hi *****,

  We are sorry you've had a confusing and frustrating experience and we're eager to help.  A member of our team has reached out and left you a voicemail.  We look forward to making things right.

  All the best,

  Your Fluidra Team

  Customer Answer

  Date: 04/14/2025

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:03/31/2025

  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.

  Our pool contractor purchased an iAqaulink automation system for our swimming pool. The system worked at first but we had to change internet providers. The iAqualink automation system will not now connect to our new wireless internet service despite following the manufacturers instructions over and over again. After several attempts their website is now saying that even my device does not exist (even though it had previously accepted the device number). Calls to the customer service go unanswered. A call from ******* to ******** at 3 pm. Californian time states they are closed and one should call back during normal business hours without stating what those hours are. **************** e-mails are completely ignored. I now have a totally useless automation system for a pool that is only a month old. The system is worth approximately *****

  

  Business Response

  Date: 04/04/2025

  Hi ****,

  We are so sorry you've had difficulty reaching us and want to help.  A member of our technical support team will contact you in the next 1-2 business days to help resolve the issue.  Thank you for your patience.

  All the best,

  Your Fluidra Team

• Initial Complaint

  Date:03/26/2025

  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.

  Jandy pool pump was installed in my pool built in 2021. Pump has died approximately 3 times and been replaced each time with another defective pump. Now the pump has dies yet again and the company refuses to do anything about it. Normal pumps last ***** years! They clearly knowingly had a defective product installed over and over again as the repairing company had to get their approval before anything could be installed.

  

  Business Response

  Date: 03/28/2025

  Hi ********,

  We have communicated with you via ******** and are working with your pool pro to provide a replacement.  We are sorry for the time and inconvenience this has caused and hope you find the replacement pump to be satisfactory.

  All the best,

  Your Jandy Team

  Customer Answer

  Date: 03/28/2025

  
  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:03/18/2025

  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 purchased a polaris 9550 corded pool cleaner ********************************************************************************************************************** the same location. I have straightened the cord multiple times and let it sit for days and it will not untangle. After 5 minutes in the water it tangles up again. I have been to the support site and emailed multiple times and haven't received any help. I either need a new cord that won't tangle up or some mutually agreeable swap to a cordless cleaner. I don't mind paying the difference but the unit is completely useless right now

  

  Business Response

  Date: 03/20/2025

  Hi ****,

  We will be sending you an email from ***************************************** so we can help find a quick solution.

  We aren't able to find any history from the email address you provided us.  Our technical support email address is **************************************** and we are curious to know which email address you were using to contact us.  We can continue the conversation directly via email.

  All the best,
  
  Your Polaris Team

  Customer Answer

  Date: 03/20/2025

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** Love
  
   
  

• Initial Complaint

  Date:03/13/2025

  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.

  Bought a Zodiac MX6 pool vac Amazon 03/23 registered 10/23, 10 hoses dried out/cracked and were exchanged 02/24 (cracked dried hoses cause the loss of pressure so vacuum does not move freely and gets stuck in various spots, causing me to continually move the vacuum manually) 03/25 hoses are damaged again, called company ************, spoke with **** ************, he refused to send me replacement hoses, he informed me that because I bought the Vacuum on Amazon that I was only entitled to a 1 year warranty , I was not entitled to the same warranty which is 2 years if I had bought the vacuum at a BIG store such as Pinch A *****, Leslies Pool Supply ETC The hoses are made of plastic, so over time in the pool water (salt and chlorine) and sun it only stands to reason that the drying and cracking takes place, the company has now realized that and have developed a more upgraded version of the hose, which I sent the picture to ****, he told me they could not honor that because they were on ****** and not directly from the manufacturer, they are the exact same product, made with the exact same materials, I explained to **** that their original hoses and replacement hoses barely lasted a year, so they should cover them under the warranty, or replace them just based on the fact they have upgraded to a newer version to protect from that same damage. I can buy a set of 6 or 10 of the EXACT SAME HOSES ON ******, for less than $100, the company wants me to spend $35 for 1 , which as I said before, the manufacturers do not last any longer. So, all that said, I informed **** that I was filing a BBB complaint, he then threatened me and said if I did they would no longer communicate with me! I would like the company to STAND behind their product and replace my 10 hoses with the newer version, so I can at least get more than a year of use out of them. There is numerous numbers of complaints online about this issue! I refuse to have to keep paying for a product that should last.

  

  Business Response

  Date: 03/14/2025

  We are so sorry you had such a frustrating experience, ****.  We will replace your hoses and have sent you an email from ***************************************** to continue the conversation.  You are important to us, and we apologize for any negative experience you had.

  Best,

  Your Fluidra Team

• Initial Complaint

  Date:12/20/2024

  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.

  We had an in-ground pool installed in May 2023 and the installer purchased and provided to us a Polaris robotic pool cleaner. It worked fine in 2023, but in early summer 2024, it stopped working. It would run for a few minutes and then stop. I contacted ******** Pool Supply in ************, **, which is the local Polaris servicer and took the cleaner in for service on July 23. After waiting months for it to be repaired, they finally told me they had replaced the motor. I picked it up in early October, and it still did exactly the same thing. I called ******** and spoke to the manager Will, who was the guy I had been working with since July. I requested a brand new cleaner, since it was well within the 2-year warranty period, and I did not want to go through another months-long wait for a repair. He said he had to talk to his boss about what to do and would get back to me. I have since called multiple times and Will keeps saying he needs direction from someone else and will call me back, but he never does. He has also said he is getting "conflicting instructions." At Will's suggestion, I tried contacting Fluidra directly at one point and they said I had to work through the local servicer (********). Most recently on Dec. 11, Will said someone from Fluidra (which owns Polaris) would call me, but I have never heard from Fluidra and have not heard from Will since that date. The phone number for ******** Pool Supply is ************. I feel they are just jerking me around in hopes that I will give up. At this point, I just want them to stand behind their warranty and replace my defective pool cleaner with a new one. Please help!

  

  Business Response

  Date: 12/23/2024

  Hi ****,

  We are so sorry you've had such a frustrating experience and want to help.  We have sent you a separate email from ***************************************** so we can gather more information and take care of you.  
  
  All the best,

  Your Polaris Team

• Initial Complaint

  Date:11/16/2024

  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.

  I bought Polaris pool cleaning robot twice, and the second time the robot is defective within two month (pumpmotor error). I asked the company for a fix or replacement - multiple times, but never heard back after several week. This is disappointing for a loyal customer.Serial number: ******************

  

  Business Response

  Date: 11/18/2024

  Hi Junjie,

  We apologize for the experience you've had.  We have sent you an email from ***************************************** so we can gather more information and help you.  We will work to find a swift solution.

  Best,
  

  Your Polaris Team

• Initial Complaint

  Date:10/01/2024

  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.

  A Jandy Pool sand filter was purchased from an authorized dealer out of GA online. At no point does Jandy let you know that they do not warranty any online purchase of there products. Jandy now refuses to replace a pool filter that suffered a product failure and is leaking at the mold seam less than one month after purchase.

  

  Business Response

  Date: 10/02/2024

  Hi *******,

  We have looked up your account history and emailed you directly to continue the conversation and find a satisfactory solution.  The email will come from *****************************************************************

  All the best,

  Your Fluidra Team

  Customer Answer

  Date: 10/02/2024

  
  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:09/27/2024

  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 sent an email through the iAquaLink app concerning the problem I was having with a Polaris Freedom pool cleaner I had purchased (costing over $1500 from a pool store). I couldnt discuss this with the store where I purchased the unit because the store was almost two hours away and was the nearest dealer to me with this product. After waiting a couple weeks for someone to answer my email, I called their ***** number on Thursday, September 26th. and explained the issue I was having with the unit. I was told a technician would call me at 2:30pm. 2:30pm came and went without a call back as advised. I then realized the person I talked to might have been in ********** (where the USA base is located thereby it would be 5:30pm my time here on the east coast. (It would have been nice to be told this). Anyway, 5:30pm came and went too without a call.Its obvious there is no service after the sale with Polaris/Fluidra/Zodiak. All I wanted was for one of their technicians to troubleshoot the problem I was having with the unit and app but no one from this company seems to care because numerous attempts to contact them goes unresponsive.

  

  Business Response

  Date: 09/30/2024

  Hi *******,

  Thank you for contacting us about your issue.  We apologize for the time and effort this has taken to resolve.  We know you've talked to our team member, ***** *.,  and hope that everything is resolved.  If you have any further issues, you can contact Shaan or email us directly at *****************************************************************.

  All the best,

  Your Fluidra Team

  Customer Answer

  Date: 09/30/2024

  
  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:07/01/2024

  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 have a heating pool by Jandy which was installed by Premiere Pool on 5/4/22. I have called multiple times with no resolution. The company I was told to call send a technician who told me the system has to be replaced and told me to call *****. This equipment has a 3 year warranty. I need a resolution as soon as possible. I already called multiple times and email with no answer or resolution. Model:JE2500T Serial ************************* Install Date:5/4/2022

  

  Business Response

  Date: 07/09/2024

  Hi ******,

  We're sorry you've had a frustrating experience.  We want to help and have emailed you directly so we can get more information and find a quick resolution.

  Thank you,

  Your Jandy Team

  Customer Answer

  Date: 07/09/2024

  
  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,
  
  Saymie St Phard