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:06/24/2024

  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.

  Last March I had my pool guy I stall a brand new **************** Salt system. This April the display read "no flow" no matter what the pool guy, ****, did. He said said he put in a warranty claim two times. Neither of us has heard a thing and I have tried at least a dozen times to get through on the customer service line. Horrible customer service and I'm having to spend good money on chlorine when I have a near new chlorinator! So frustrating. All I want is for someone to come out and put in a new cell.

  

  Business Response

  Date: 06/25/2024

  Hi ******,
  

  We are very sorry you've had such a frustrating experience, and want to help.  Typically, customers use one of our contracted warranty service providers when there is a warranty situation.  We're not sure if your pool guy is one of our contracted pool pros, but if he submitted a claim we would have record of it.  We looked up your account and don't see any warranty claims or that your salt system has been registered.  The process for a warranty claim is to to have a contracted pool professional diagnose the issue, call our team using our dedicated pool pro phone line, and work with our team to order parts for the repair.  You can use our dealer locator to find a local warranty service pro - *******************************************************************************************************************************************

  We will also reach out to you via email so we can continue the conversation and get this resolved ASAP.

  Thank you,

  Your Jandy Team

• Initial Complaint

  Date:06/23/2024

  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.

  On 3/9/2022 I purchased a new Polaris P965IQ robotic pool cleaner from a national Polaris distributor, Leslies pools.After just 16 months of service, and within the manufactures warranty, the internal motor failed. I contacted customer service, and I was advised to contact a local authorized repair facility. Which I did. On or around Sept 2023, a new motor was installed. No less than 8 months later, it is now broken again. This is the second P965 robotic pool cleaner I have owned in 4 years. Both units had internal motor failures. I am not requesting a refund for the previous motor I purchased ($750) only the most recent cleaner I purchased. Based on the large sum of money I have spent on Polaris products, and having the same failure occur, 3 times, in 4 years, I do not find this request to be unreasonable. The motor products are faulty and often times more than 24 months. Its a known issue with these cleaners.

  

  Business Response

  Date: 06/24/2024

  Hi **,
  

  Were sorry youre having another issue with your motor.  We are the manufacturer of the P965iQ and not the retailer (Leslies) from whom you purchased the cleaner, so we cant provide you with a refund.  We can send you a replacement P965iQ cleaner under your warranty.  Please note that your new cleaner will be under the original warranty purchase date of 3/9/22.  Please email us at ***************************************** and let us know if this is an acceptable solution. 
  

  Best,
  

  Your Polaris Team
  

  
  

  Customer Answer

  Date: 06/24/2024

  
  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:06/06/2024

  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.

  Communication issues. I have been trying to reach customer support for a month, calling at different times during the day. The website states that business hours are 9am-5pm PST; however, when I call anytime after 3pm PST, I receive a message saying they are closed and to call back during normal business hours. I have sent emails and have not received responses. I need help with my unit and the business is completely unresponsive.

  

  Business Response

  Date: 06/07/2024

  Hi ******,
  

  We are so sorry you've had difficulty reaching us and understand your frustration.  We have sent you an email (from ****************************************** and will work to find a swift solution. 

  Best,

  Your Fluidra Team

• Initial Complaint

  Date:06/03/2024

  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.

  In April 2022, I spent $2,334 in a whole new Polaris system for cleaning the pool, this included the robot, hoses and the booster pump for the pressure cleaner. It has barely being 2 years, and the frame of the booster pump is having a leak, a clear manufacture's defect that is totally unrelated to installation. I have tried to call (many times) the company that manufacturers this equipment(Polaris/Zodiac) to discuss this issue and no one picks-up the phone. The message simply says to call back the following day in an eternal loop. I would like this company to have some accountability to the American consumer in respect of the quality of their products which barely lasted 2 years.

  

  Business Response

  Date: 06/03/2024

  Hi ******,

  We are very sorry you've had difficulty reaching us and that you're having issues with your equipment.  A member of our team will call you in the next 2-3 business days and work with you to find a swift solution.  If you have any questions, please email us directly at ******************************************  We will be in touch as soon as possible.

  Thank you for your patience.

  Best,

  Your Polaris Team

  Customer Answer

  Date: 06/06/2024

  
  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:05/04/2024

  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.

  This is the worst pool sweeper company I have been dealing with. I have been using their products for almost 30 years. Recently the model 280 stopped working correctly, so I purchased the product Polaris pool sweeper Vac-Sweep 360 on 09/15/23) through Amazon the provider's name is The Swim Pool Supplies. I have pool guy installed it for me ( I am blind) and the sweeper never works correctly. We let the sweeper run for couple months to see it will get better and my pool never gets clear. So I contacted The Swim Pool Supplies and they told me to contact Fluidra Pool Supplies.Fluidras technician told me to check to see if it got enough flow and it seems the sweeper didn't get enough flow, only 8 cycle/ minute. i have the pool guy came back to check everything. He told me this sweeper doesn't work correctly with my pool system. When I purchased this product I though it should be a better product because it is a newer model. Then I called back Fluidra and discuss with them. They came out a conclusion the model 360 doesn't need booster pump. It will not work with my pool system. Then, I asked to see if they can exchange model 280 for me, they said they are not going to do the warranty for me because I didn't purchase it through their company. But Fluidra is the customer service company for the product. I told them it is oxymora. When I purchased the product, it didn't say it will not work with the system with booster pump. How can the customer service said it is not under warranty? Such as, when I buy Maytag washer dryer at Lowes, the warranty goes out to Maytag manufacturer. For $622.43 product doesn't come with warranty? At lease, you can exchange the product that will work with my pool system. Retailer wont let me exchange either. Do I just throw it to the trash? I have never seen any companys warranty works that way. I want either exchange the product that will work with my pool system or refund my money.

  

  Business Response

  Date: 05/06/2024

  Hi ***,
  
  We are sorry for the confusion and want to help.  To clarify, you are looking for a desired settlement of a refund or exchange for your 360 cleaner.  You purchased the cleaner from In the Swim Pool Supplies, so they would be the appropriate source to give you a refund or exchange.  We are the manufacturer of the cleaner and handle warranty claims for purchased products that require repair or replacement due to technical issues and dont typically send replacement cleaners due to purchasing the incorrect cleaner for your pool system. We are going to have someone from our technical support team call you to see if we can come up with an acceptable solution.  You can expect a call in the next 2-3 business days.
  
  Thank you,
  
  Your Fluidra Team

  Customer Answer

  Date: 05/22/2024

  • Why are you rejecting the business' response? ==  I reject the business response is because they state the status was wrong. I didnt purchase the wrong product because on purchase instruction it didnt mention this model will NOT work on the pool with ****** pump until I talked to the manufacturer. None of them the ***** Pool or Fluidra would help me to get the problem resolved even the product is still under warranty. If product doesnt work , they should take the responsibility to make it work. Otherwise they should do the exchange or refund for $622 product. Fluidra gave me local service companies. I contacted with them, they told me they dont service the product if they didnt sell it to us or they will charge me the service fee. I told them this is under manufacturer warranty. They said it doesnt matter I still have to pay the fee. I dont accept this kind of warranty. I told Fluidra the situation and asked them to see if they will pay for the service fee, they said NO. So it seems like I am in middle of nowhere and have to throw this $622 product into garbage can. I described ***** and Maytag situation to them and they dont take it. But as a consumer to spent so much money one their product and none of the related parties would take any responsibility. We have purchased their products for 30 years. That is nonsense and ridiculous. 

  • Mention any additional concerns you would like the business to address. == Fluidra technician has already told me model 360 will not work with my pool with booster pump.  My request is very simple, I just need them to replace the model 280 to model 360 or refund me. 

  • Restate your desired resolution== I like the product to be replaced to model 280 that will work with our swimming pool. Or give me refund.  Is that simple !

  • If applicable, please send any documents that support your rebuttal statement == I talked to the company Leslies Pool ( Fluidra service company in *********) . They would not provide service to us because we didnt buy the product from them unless we pay the fee and Fluidra rejected to pay the fee. 

  

  Business Response

  Date: 05/22/2024

  Hi ***,
  

  We are sorry there is still some confusion.  Your cleaner is under warranty, however the manufacturer warranty covers parts and repair work that your cleaner might require if it has something wrong with it.  You have bought a cleaner that doesnt work with your pool setup, but there is nothing wrong with the cleaner therefore this isnt a warranty issue.  As the manufacturer, we do not handle returns or exchanges since you did not purchase the cleaner from us.  You bought the cleaner from In The Swim on ******, so they would be the appropriate channel to issue an exchange or refund.  The terms of the return policy are subject to the seller's policy and ******'s return policy. In The Swim is the Amazon seller of this product. In our experience, ****** wants to help its customers.  Please have your Amazon order number ready and call this Amazon support number first: **************.  For more information about ******'s return policy, you may visit their help page here:*********************************************************************

  Thank you,

  Your Polaris Team

  Customer Answer

  Date: 05/29/2024

  I tried to contact ******, but have not get respond yet. All two company put all the responsibility to each other , then to ******. I think that is ridiculous. I will talk to ****** to see what they say about it. Thank you.

• Initial Complaint

  Date:04/15/2024

  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 received a replacement of my Polaris P40 from Fluidra and it did not last even a year. Before recieving this one, they sent two prior replacements that were defective on arrival. My Polaris has sat at ******** pool supply for about 2 weeks and they want to charge me for an item that barely worked. I want a proper replacement. When I call Fluidra no one picks up the phone and the lines say they are busy and then the call just drops.

  

  Business Response

  Date: 04/16/2024

  Hi ********,

  We are sorry you've had such a frustrating experience and want to get a better understanding of your situation.  We see the challenging time you had in 2022, with a rebuilt unit and two replacements.  We appreciate your communication with us during that time and for returning the replacement unit that failed, so that we could test it.  After August 2022,  we do not show any communication with you regarding the P40, though we do see a call about your Spabot.  Please email us at ***************************************** so we can better understand what we may be missing regarding your experience between August 2022 and April 2024, as it relates to your P40. 

  Thank you,

  Your Polaris Team

  Customer Answer

  Date: 04/16/2024

  there have been multiple communications and attempts.  Many times there is no answer or you cannot get through to a human.  I want the unit replaced.  It should last more than a season or so in a well maintained pool.  It is not even stored year round in the pool.  The pump for it is relatively new.  I want this replaced and tired of this.  I am busy with work and want Fluidta to call me to make arrangements for an exchange.  The previous unit that broke would not climb up the wall properly since I got it I went into Leslies and spoke to folks at Fluidra since I got it too no avail

  

  Business Response

  Date: 04/18/2024

  Dear ********,

  We understand your frustration with your Polaris P40, especially given the challenges you faced in 2022. While we appreciate your past communication and cooperation, we are unable to offer a third replacement at this time, as the warranty has expired based on your August 15, 2020 original purchase date.     

  All the best,

  Your Polaris Team

  Customer Answer

  Date: 04/22/2024

  Fluidra, in its attempt to sound reasonable is suggesting that a replacement would be the third replacement.  However, what is omitted by Fluidra is that the original replacement was dead on arrival, Fluidra is nearly impossible to reach by phone, and history continues where Fluidra refuses requests for a call and hides behind email.  The delay on my part is a function not of trying to raise continuing concerns in a timely manner but rather the refusal of Fluidra to engage and have a conversation.  This is unacceptable.

• Initial Complaint

  Date:04/12/2024

  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 bought a Jandy pool heater/ cooler and had it installed by our pool company on April 3,2024. It is now April 12, 2024 and it still does not work. This is a defective unit. It is supposed to be a brand new unit and you would think that it would work when it is hooked up, well it did not. Fluidra told my pool company it was the transformer and they would send the part, that took 5-7 working days. That was not it. They then thought it was the mother board but would not replace that. They told my pool company they have to fill out a form and then maybe someone would come look at it too see what the problem may be at that time. As stated this is a brand new unit. It should work. They should not have to troubleshoot a new unit. If a new unit does not work why are they not replacing it or coming out the next day to fix it themselves. Why are they not standing behind their product. They are hiding behind policies of we only warranty parts not the units. Well if the units don't ever work how are consumers supposed to use them. They told me they would replace every part in the unit before they would replace it. At that point I paid thousands for a new unit and it will no longer be new. I want my new unit and I want it installed and working correctly. This is not a heater for my pool for pleasures this is to heat my pool so I can have water therapy for my mother that has had a stroke.

  

  Business Response

  Date: 04/15/2024

  Dear ***,
  

  We will take care of you and ensure the product is working properly, or we will replace it for you.  We appreciate your patience as we fully identify the issue.  We spoke with **** at Panther City Pools and recommended someone from our warranty service center look at it because we were not confident that we understood what the installer was communicating, there were a few discrepancies over the phone that didn't quite add up.  We will stand by our product and make sure it is working for you at your pool, we want to understand what the issue is so that it does not happen again.

  If you have any questions, please email us directly at *****************************************.

  Thank you,

  Your Jandy Team

  Customer Answer

  Date: 04/15/2024

  The unit should have worked the first day and you should have stood by it then and not sent a replacement part.  I paid for a brand new unit.  From what I have been told by your CS rep you will keep sending new parts until it works and that is not acceptable to me.  I paid for a new working unit and I expect a brand new working unit.  Or remove it and I will talk to Panther City and go with another companies unit even if it costs more money. 

  I have seen too many reviews of all of your units failing after a month to 18 months and you do not stand behind your product and this has left a horrible impression.  

  I do not trust that this unit will not fail and that you will not tell me that you can not do anything to help me.  When I called into your CS there were no notes listed on my account and there should have been even if it was just communication from *************  

  I am at a loss for a manufacturing company that does not warranty to be free of defect in material and workmanship.  I have been working in CS for manufacturing for years and understand the ins and outs of all if it and this is truly baffling.  My other questions are is how do your units pass quality control with so many complaints of the units failing.  This is not just listed on the BBB, I have seen them on several different sites. 

  

  Business Response

  Date: 04/17/2024

  Hi ***,
  
  You spoke with one of our support supervisors yesterday who hopefully explained how we are working to help you.  We will replace the unit if it is necessary, but we wanted to have someone from our warranty service center meet with **** at ***************** to assess the situation and make sure the same issue didnt happen again.  The plan was to meet at your house today (4/17/24) or tomorrow (4/18/24).  We hope to get this resolved as quickly as possible.
  
  Thank you,
  
  Your Jandy Team

• Initial Complaint

  Date:03/24/2024

  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.

  In June 2023 I had my pool pump replaced (see attached doc) this pump has a 3 year warranty. Feb. 19 2024 it quite working, I was told by the installer that I had to contact Fluidra for the warranty on the pump which I did. Fluidra sent me their recommended service company in my area (AquaMedic). I contacted AquaMedic and the came out look at my pump and said it would have to be replaced. I have calling and emailing both Fluidra and Aquamedic to find out why someone hasn't come back to replace my pump. I have heard that it take two different people from Fluidra to approve the replacement pump 1 person has and not sure why the second one has not. AquaMidic advised me that it normally takes about a week to get warranty parts from Fluidra and they are waiting on Fluidra to send the part. I have a large investment ($110K) in my pool which has been turn off for a month and will cost me to have the water restabilize because it has been turned off. Any help you can give to get Fluidra to honor their warranty would be appreciated.

  

  Business Response

  Date: 03/25/2024

  Hi *******,

  We are so sorry you've had such a frustrating experience. We've had a member of our team contact you and are working diligently to resolve your issue.  

  Thank you for our patience.

  Best,

  Your Jandy Team

  Customer Answer

  Date: 03/25/2024

  as the pump has not been delivered and installed I will have to wait to see if the new pump works. Also because my pool has set at least 6 weeks before the pump may be installed. The pool will require a cleaning and the the water stabilized because of Fulidra delay in reasonable response to replacement and delivery of the pump. I would request ******* to authorize their service company (AquaMedic) at time of installation of the new pump to also clean and stabilize the pool water. 

  

  Business Response

  Date: 03/29/2024

  Hi *******,

  The pump has shipped and we're working to resolve your request to finish the job to satisfy your original BBB complaint.  If you have additional issues, please email us at ***************************************** or speak directly with **************** (the technical support team member you're working with). 

  Best,

  Your Fluidra Team

  Customer Answer

  Date: 04/11/2024

  
  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:11/17/2023

  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 bought a Jandy pool heater in Aug 2022 and used it for one season. The unit failed numerous times before it stopped working altogether after less than 12 months. See Item ********* refuses to replace it.***** says the unit died because the pool chemical balance was not consistently maintained. The Jandy rep pointed to the units copper heating coils, which he said had been degraded by our pool water. We presented an affidavit signed by our pool maintenance technician, who has been managing pools for almost 30 years, who said he visited the pool every week and properly maintained it (we know he came every week because we work from home and saw him). In addition, after the unit died, two different Jandy reps tested the water under our supervision and found, each time, that the chemicals were properly balanced. But ***** says the degraded copper proves that the pool maintenance technician failed to consistently maintain the proper chemical balance over the short life of the unit.We asked whether the copper problem could have been caused by something else, such as a manufacturing defect. See Item B for examples of many possible manufacturing defects. Other customers have had similar problems. But our rep rejected this idea out of hand -- ***** did not even look into it. ***** denies that it made any mistakes.But ***** did make mistakes. The unit stopped working a total of 8 times (in less than 12 months) and we had to call our Jandy rep for help each time. At one point, our rep wrote out instructions so we could reset the unit without bothering him. The most serious problem happened in Feb 2022, when our Jandy rep made a $700 repair. The warranty covered the repair, but this shows that the unit wasnt perfect -- there were defects in the unit or the installation or both. We pointed this out to ***** after the unit died, but ***** denied responsibility. We dont think that is acceptable. $4,000+ for one season with 8 problems is not right.

  

  Business Response

  Date: 11/20/2023

  Hi *****,
  

  Thank you for the thoughtful and thorough recount of your experience and the provided documentation.  We take your correspondence seriously.  Please email us at ***************************************** and provide us with your address so we can look up your account and history.  We will need a little time to research the matter and get back to you.  We will send you an email once we have connected with the relevant personnel on our side.  With the holiday, please forgive in advance any delay. We appreciate you as a customer and hope to find a ****************.
  

  Best,
  

  Your Jandy Team

  Customer Answer

  Date: 11/22/2023

  I have sent ***** the address requested in their reply.

  

  Business Response

  Date: 11/27/2023

  Thank you, ***********  We received your email and will respond as soon as we are able.  Thank you for your patience.

  Best,

  Your Jandy Team

  Customer Answer

  Date: 01/03/2024

  On December 6, 2023, we received an email from a "Technical & Warranty Support Manager" at Jandy (Fluidra).  He offered us the opportunity to purchase a new pool heater for roughly $2,300 + labor (the list price is $4,666).  This resolution is not acceptable.  We used the pool heater for only one season.  *********** continues to insist that the pool was improperly serviced even though we had the pool serviced weekly by a pool company with 30 years experience. *********** fails to address any of our concerns about their copper plating process, including whether: (a) this particular batch of copper hose may have been faulty, (b) Jandy's installation or handling of the hoses could have been faulty, (c) the hoses or heaters could have been exposed to conditions that caused the copper plating to suffer, (d) the design of this model and version of the unit was defective e.g., it called for copper hosing that was too delicate for residential applications, (e) any other concerns have been raised internally or by other customers about this heater model, this heater batch or copper hoses generally.
  
  We paid $4,170 for the heater in 2022.  We are looking for either $3,753, which is 10% less than what we paid (we feel 10% is fair because we used the heater for one season and had expected it to last for ten years) OR a new heater (including parts, labor and tax).  Thank you for your help.
  

  

  Business Response

  Date: 01/08/2024

  Hi *****,

  Thank you for your patience in waiting for us to respond.  We are reaching out to upper-level management to see what we can do and will get back to you as soon as we have more information. 
  
  Best,

  Your Jandy Team

  Customer Answer

  Date: 01/09/2024

  Thankyou. we are anxious for an answer because we've been without heat all season and we love our heated pool.  

• Initial Complaint

  Date:10/14/2023

  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.

  Their product lasted less than 6 months. I filed a warranty claim and they denied it and said a professional tradesman has to install the pump. I am a professional tradesman licensed through the **************. My question is why do you have a policy if youre not going to abide by it? Especially for such a small amount of money. Ive completed 5 years of training to be a licensed professional in a lot more trades than just electrical. A professional elevator adjuster is well versed and trained.

  

  Business Response

  Date: 10/16/2023

  Hi Kit,
  

  We are sorry your warranty claim was denied given that your pump was self-installed.  The support team member you were working with did not know you were a licensed professional and has responded to your email with directions about how to go about filing a warranty claim.  
  

  Here are the instructions our team member provided:
  

  Please follow the directions below to ensure optimal service. Please bear in mind that while your equipment is within the warranty period, the warranty status is determined by the contracted warranty company when they assess the situation regarding the Fluidra product.
  1.       Visit our online warranty company locator at **********************************************.
  2.       Using the Type of Dealer dropdown box, select one type of warranty service requested [Pool Cleaner Repair (Warranty Centers), Pool Equipment Repair (Warranty Centers), Fire Feature Repair (Warranty Centers).
  3.       Enter your zip code in the appropriate field.
  4.       Press search.
  5.       The search results will need to be modified by the type of equipment you are seeking service for by selecting "filter" and the equipment type. 
  
  Once you have your results, select one company, and contact them through the provided means to schedule a service time. You will need to provide the following information:
  1.       Model number of Fluidra equipment
  2.       Serial number
  3.       Date of installation
  4.       Installers name.
  Once a warranty company technician has been onsite and determined a warranty issue, they will make a claim with us on your behalf.
  
  If you have any questions, please email us at *****************************************.
  
  Best,
  
  Your Polaris Team