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:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased and had a Jandy TRUCLEAR11K installed on 4/29/2022. In August of 2023 the salt cell failed. I have attempted to reach out to Fluidra on numerous occasions via their support number and no one answers or calls back. I have also reached out by email and only gotten 1 response which took weeks to receive. I need to have the salt cell replaced under the warranty program that was presented upon purchase.

  

  Business Response

  Date: 09/12/2023

  Hi *******,

  We are so sorry for the delayed response.  We see that you emailed us with your information on 9/6 and our technical support team responded to you today (9/12) with the following email:

  Good morning the cell is now registered. Please use the link below to contact a warranty tech near you. 
  
  Hello,

  Thank you for reaching out to us regarding the Fluidra warranty process. 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.

   

  Please follow the instructions given above from our technical support team to have your warranty work completed.  If you have any questions or concerns, please email us at ***************************************** so we can help.

  All the best,

  Your Jandy Team

• Initial Complaint

  Date:09/06/2023

  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 9650IQ robotic vacuum in Dec 2021, it has a 2 year warranty. It stopped working several months ago. The first authorized warranty repair center I took it to didn't want to work on it. The 2nd one took a month to return, it and it broke again 3 days later. They took another month to return it a 2nd time, and this time it lasted less than a day. They repaired it again, and this time it shorted out immediately. At this point I called Fluidra support and they told me to take it to a different repair center. That (3rd) repair center also refused to even attempt to fix it. Fluidra's network of repair centers don't actually resolve issues and it's been months since I've had a functioning robot. There is no path in sight to getting it fixed.

  

  Business Response

  Date: 09/07/2023

  Hi *******,

  We are very sorry you've had such an inconvenient and frustrating experience.  Your trust and satisfaction are important to us.  We have sent you an email to further discuss your situation and provide a swift solution.

  All the best,

  Your Polaris Team

• Initial Complaint

  Date:08/30/2023

  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 purchased a new PB4SQ from a dealer in the DFW area in August of last year. In June of this year it started leaking and Fluidra Tech support said to R+R the seal. I asked if this was under warranty and he said no because it was installed by me. The pump was a bolt out and in with no internal changes. It should be covered under the warranty, Fluidra ignored my two emails to them. Request they send me a seal replacement kit for the next as I have already replaced the seal over a month ago.

  

  Business Response

  Date: 08/31/2023

  Hi ******,
  

  The PB4SQ is a Trade Series Exclusive (TSE) product that we do not authorize to be sold online.  According to your product registration, yours was purchased on eBay.  Self-installation of a TSE product voids the warranty and the seller who sold it to you would be aware of that. However, we will be reaching out to you via email to propose a solution. The email will come from *****************************************.
  

  Thank you,
  

  Your Jandy Team
  

  
  

  Customer Answer

  Date: 08/31/2023

  
  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:08/21/2023

  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.

  April 14, 2022 - purchased Polaris 965iQ Sport Robotic Cleaner, Automatic Vacuum for in-ground pool for $1,249.In July 2023 the machine had an "Error Code 2". I have been trying to contact customer service at ********************** (AKA ********************** at the customer service number provided online at ************ only to be told that the call volume is higher than expected and directs me to call back the next business day. There is no opportunity to leave a message, the call is then disconnected after a minute.Please help me.

  

  Business Response

  Date: 08/23/2023

  Hi *****,
  

  We are so sorry you had such a difficult time reaching us and understand your frustration.  We recommend taking your cleaner to a local warranty station for a diagnostic review.  They will be able to help with any replacement parts or repairs required.  You can find a local warranty station using our dealer locator - **********************************************
  

  If you have any questions or continue to need assistance, please email us directly at *****************************************
  

  Thank you,
  

  Your Polaris Team
  

  
  

• Initial Complaint

  Date:08/11/2023

  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 had my pool completely renovated in late spring of 2020 and a new Polaris Booster Pump was installed. I was just outside and noticed the side of the pump just cracked and is spewing water. How does this happen already?? It was installed by a pool company and only gets about 3-4 hours of sun on it. I'm still paying off the renovation and now I have to spend another $500+ on a new pump and install. Also, when researching a repair option I have found that this has been a major problem with this specific model and the company has stopped using the plastic housing due to this problem. That is not right!! I have sent multiple emails and nobody has responded.

  

  Business Response

  Date: 08/14/2023

  Hi ********,

  We are so sorry that you're having issues with your booster pump and want to help.  We sent you an email asking for more specific information about your booster pump so we could register it under your account.  We will send you the replacement part needed for the repair free of charge.  Since you are out of warranty, you will be responsible for the cost of the repair required by a certified pool professional.   Please respond to the email we sent you so we can continue the conversation via email and get this sorted out.  

  Thank you,

  Your Polaris Team

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 25, 2023 I had my pool service company, ****** *********** install three *************** LED Underwater Lights in my inground pool. Initially, the pool lights worked fine. I controlled the lights with my iAqualink software app on my iPhone 11. When I configured my wife's iPhone 10 to control the new pool lights through her iAqualink app, I was presented with a popup window that asked if I wanted to turn off the dimmer. *****'s owners manual says these colored lights are not dimmable so I chose to turn off the dimmer capability. Ever since then the pool lights do not turn on at all. I have $3,000 worth of new pool lights that don't work and radio silence from the manufacturer.It is my understanding that Fluidra **** is the parent company of Zodiac Pool Systems (owner of the iAqualink software) and of the Jandy pool lights. My pool service company suggested that I contact Fluidra to see if they can reset their servers on their end or take some other action that will get the pool lights working again. I've tried calling Zodiac Pool Systems several times and each time I get a message saying their customer service is closed at the moment. There is no information on just what their hours of service are. I have sent them several emails and messages through their website asking for produce support and so far I have received no response whatsoever. I am asking for the BBB's assistance in getting Fluidra or Zodiac Pool Systems to contact me to fix this issue with the pool lights not working.

  

  Business Response

  Date: 08/07/2023

  Hi ******,

  We are so sorry you've had such a frustrating experience with your lights and that you've had a difficult time reaching us.  We want to help!  We have shared your information with our technical support team and will have someone reach out to you in the next day or two.  We appreciate your patience and apologize for any inconvenience this may have caused.  We will work to find a swift solution.  

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

  Thank you,

  Your Jandy Team

• Initial Complaint

  Date:07/24/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a Polaris VRX IQ+ pool cleaner. One of the parts to assemble the transport caddy was broken in the box. The owners manual gives a customer support number to call if any parts are damaged. I have called the number several times. On one call to customer support I left a call back number when prompted and never heard back. Several other calls resulted in a message saying they are overwhelmed with calls and I need to call another day. Today for over ten minutes the automated message said I would be helped within three minutes. Eventually the wait time started growing. After several attempts, I have no evidence the customer support line is actually staffed. I also tried e-mailing customer support and have received undeliverable messages. Additionally, the cleaner does not perform as advertised (doesnt consistently clean walls or waterline).

  

  Business Response

  Date: 07/24/2023

  Hi ****,

  We are very sorry you've had such a frustrating experience trying to reach us and want to help.  We will send you a new caddy ASAP.  Please email us at ***************************************** and include your address, date of purchase, and serial number so we can look up your account and place the order.

  Thank you,

  Your Polaris Team

  Customer Answer

  Date: 07/28/2023

  The business said if I sent them my information they would send me a new caddy. I sent the information and have followed up each day for the last three days. I have not heard anything back from the business and have no indication they are actually going to do what they said they would. I have still not been able to get through on the phone and they do not reply to their customer service e-mail box. 

  

  Business Response

  Date: 07/31/2023

  Hi ****,

  We're so sorry that you haven't received a response and do not see any emails from you in our ***************************************** inbox.  We will email you directly so we can get your address and place the order for the caddy right away.  We apologize for the wait time.

  All the best,

  Your Polaris Team

  Customer Answer

  Date: 08/06/2023

  
  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,
  
  **** S
  
   
  

• Initial Complaint

  Date:07/19/2023

  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 Polaris TR28P pool cleaner eight months ago, and there appears to be some issues with internal gears where as soon as the cleaner touches the side of the pool, the wheel stopped turning. Over the past 30 days I have made numerous attempts to contact Fluidra customer support both via telephone and email and have not received a response other than an automated email with unrelated advice on resolving the issue. Considering the age of the pool robot, I am requesting a replacement with a new unit.

  

  Business Response

  Date: 07/20/2023

  Hi *****,

  We are very sorry you had a difficult time reaching us and want to help.  We have placed an order for a new Polaris TR28P (order #*******).  You should receive it in **** business days.  If you have any questions, please email us directly at *****************************************.  In the future, you can opt to bring your cleaner to a local warranty station for diagnostic tests, repairs, and replacements.  You can find find a local warranty station using our dealer locator - **********************************************

  All the best,

  Your Polaris Team

• Initial Complaint

  Date:07/14/2023

  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.

  We purchased a Polaris VRX iQ+ on May 28, 2023 from ******** Pool in *******, **. Yesterday our robot produced an error code 3. I checked our manual for trouble shooting, followed the steps and still received the error code. I called Fluidra to find out next steps since my robot is still under warranty since it is less than 2 years old. When I Called Fluidra I was prompted to call back the next day via the phone tree and promptly hung up on. I used the website to find a service dealer. I tried to call to see if they could help me and no on would answer so I took the robot in to be told they do not work on them. The staff member offered to would do a diagnostics test on it and told me my error code didn't exist. I had my manual and showed her the code does exist and she continued to tell me that she can't help me and I needed to seek help from another store. I paid over $1700 with tax for the product and am very disappointed with the lack of communication, service, and support from both the manufacturer and the store I purchased the robot from who is supposed to be a robot service provider.

  

  Business Response

  Date: 07/17/2023

  Dear *********,

     Thank you for reaching out to us.  It sounds like you have had a particularly frustrating experience at each turn.  The model your purchased is a ******** exclusive, typically those would go back to a ******** for repair.  We are going to send you an Alpha IQ+ as a replacement - so that any servicer will be willing to work on it should you need support in the future.  It is the equivalent model with slight differences.  Normally, only parts are included under warranty but you have already lost a lot of time with a functioning cleaner and you had several moments with us and dealers that we wish had been different.  Thank you for your patience.  Can you please email us at ***************************************** with the address you would like us to use for shipping the new cleaner?  We will place the order right away - please reference the BBB complaint.  We will be actively looking for your correspondence

  Sincerely,

  Your Fluidra Team

• Initial Complaint

  Date:06/28/2023

  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, the Polaris MX six pool vacuum on eight **** from this company Fluidra via ******** The pool vacuum has recently stopped working and is still under warranty, which is clearly stated good for 12 months. It appears there is an internal piece that has broken off which I have. I contacted the shipper who told me to contact the manufacturer and provided me with this contact information. I initially called the ************************************************************ I then contacted via email the manufacture on May 12 with no response and again on May 19 with no response regarding this issue. I would like a full refund for this vacuum and will gladly return it.

  

  Business Response

  Date: 06/29/2023

  Hi ****,

  We are sorry you're having an issue with your cleaner and want to help.  Since we are the manufacturer of the cleaner and not the retailer you purchased it from, we aren't able to offer a refund.  You can take your cleaner to a local warranty station for repair or replacement or email us at ***************************************** and we will send you a new cleaner under your warranty.  You can find a local warranty station using our dealer locator - **********************************************

  Thank you,

  Your Polaris Team