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:06/27/2023

  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 May 21, 2022 I purchased a Polaris 9650iQ pool vacuum for $1,510.92. I used it as instructed for 3 months, and then carefully packed it up for winter. When I went to use it this May 5th, it didn't work. I brought it to one of Fluidra/Polaris's "Pool Cleaner Contracted Warranty Centers" (******** Pool Mart, ****************************************************************************************************). It has now been over 6 weeks and I still don't have a repaired pool vacuum. Additionally, I cannot get in touch with the company. Every day, their support line repeatedly tells me to call back tomorrow.

  

  Business Response

  Date: 06/28/2023

  Hi *****,

  We are so sorry you've had to wait so long for your cleaner to be repaired and have had such a difficult time reaching us.  We would like to send you a new Polaris 9650iQ since you've had so many issues with your current cleaner.  Please email us at ***************************************** and let us know if this is an acceptable solution so we can place the order right away.

  Thank you,

  Your Polaris Team

  Customer Answer

  Date: 06/29/2023

  
  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:06/08/2023

  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 have a 5 year old pool with a *************** LED Light 30w that died after about two ******* of use. I have tried to find someone to repair or replace it over the course of four years. I have spent hours on hold at Fluidra begging for help and nobody they suggest will help me. Either they only service pools they installed, they maintain or they are just too busy. I have been calling Fluidra and all of the people they suggest for over four years to no avail. I have been in contact with *********************** and **** ******* and they promised me they would have it fixed or replaced but they have now ghosted me. I am BEGGING you to please help me get the light repaired or replaced. I am not even asking for warranty and will pay out of pocket.

  

  Business Response

  Date: 06/09/2023

  Hi ******,
  

  We are sorry youve had such a difficult time getting a pool pro to service your lights.  We are the equipment manufacturer and do not directly repair or service homeowners pool equipment.  However, we do work with several contracted service providers to do the work of installing or repairing our products.  We have reached out to the territory service manager in your area to inquire about which service providers might be able to perform the work on your property.  We are waiting to hear back from him, and will update you on our progress.  Please email ** at ***************************************** so we can continue the conversation.  We will do our best to get you the help you need.
  

  Thank you,
  

  Your Jandy Team
  

  
  

• Initial Complaint

  Date:06/07/2023

  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 would like to make a warranty claim. I purchased a Polaris F9450 Sport Robotic In-Ground swimming pool cleaner from Amazon on May 22, 2021. On May 3, 2023 my pool cleaner stopped working and the control panel showed Error 10 I looked at Polaris corp ******* support video advising to check connection pins on the cable. I cleaned the connections and the Error 10 code would not clear. I took the cleaner to ************ in ***********, **, an authorized Polaris dealer. They diagnosed the cleaner and advised water intrusion on motor and cable port. Repair cost to replace motor and cable exceed $1800.00. They also advised me this is a common problem with this cleaner and it actually a design flaw on this particular unit. This is more than the $1100.00 purchase price I paid new for the cleaner.This pool cleaner is warranted for 2 years. The cleaner falls under the 2 year warranty. I would like to receive a replacement for my cleaner.I have not received any response from the company in nearly 1 week. I have sent repeated emails to product support. I have tried to call the product support number and I have received messages while on hold advising hold times of over 100 minutes. I am not sure how or who to escalate my issue to. Can you please assist with a resolution. Thank you

  

  Business Response

  Date: 06/08/2023

  Hi ******,

  We are so sorry you had such a difficult time reaching us, and can understand how frustrating this would be.  We have placed an order for a new Polaris **** Sport (order #*******) and you should receive it in **** business days. If you have any questions or need further assistance, please email ** at *****************************************.

  Thank you,

  Your Polaris Team

  Customer Answer

  Date: 06/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:06/03/2023

  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.

  In attempting to contact Fluidra, regarding parts needed for a Polaris IQ pool cleaner (Serial # GLCA ***************, I find both their phone system and their "submit form" system to be unworkable, perhaps purposefully.Attempting to Contact by Phone *************) - Takes me through 5 selectable menus, then a wait queue, which then says the "queue is too full, use a form", and then it just disconnects.Attempting to Contact with Form - After filling out the form and clicking on the "Submit" button, I get a error notification saying "form cannot be sent". Rechecking twice, results in same error.I've taken the faulty unit to the ******************** store for repair, and learn that the repairman must go through the same scenario each time he needs parts. This creates excessive wait times of several weeks until a repair can be accomplished.

  

  Business Response

  Date: 06/05/2023

  Hi ***,

  We are so sorry you've had such a difficult time reaching us and understand your frustration.  We have a dedicated line extension for pool professionals, so we're unsure why ******** has had such a hard time getting through.  We want to help.  Please email us at ***************************************** and let us know which part ******* is recommending for *********** and we will place the order ASAP.  
  

  Thank you,
  

  Your Polaris Team
  

  
  

• Initial Complaint

  Date:05/23/2023

  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.

  In June 2019 I purchased a Zodiac Pool Systems, CPHVRGBWS100, Jandy(R) Pro Series, Pool Lights, WaterColors LED RGBW Lights; Large, 120V 100 cord. This purchase was made and installed by an authorized pool builder and was a replacement light bulb. The LED light bulb cost $*****!!!! And this was the second replacement, not to mention the $300 in labor costs. With minimum use, the light bulb stopped working in August 2022 when LED lights should last at least 10 years or a lifetime. This is a rip off and they should replace this at no cost! I called for a replacement and was told there are no complaints about these lights when I see there are many bad reviews with the same complaint on their website and with the BBB. I was told they would not replace. **************** was not only rude but completely unhelpful. This company should stop selling poor products and at a minimum replace for customers when we are spending ***** for a light bulb that should last!

  

  Business Response

  Date: 05/26/2023

  Dear *****,

  Thank you for reaching out and sharing with us your experience.  We have investigated all of the customer service interactions and we apologize.  We thank you for your business and your patience.  It is our goal to provide great customer service and we see how that did not happen for you.  We would like to connect with you and see if we can help you with your lighting challenges.  Our Technical & Warranty Support Manager, *********************, has reached out to you directly via phone and email.  You can call him directly at ************* or email him at ********************************.  Please note that we are closed in observance of Memorial Day.  

  Sincerely,

  Your Fluidra Team

• Initial Complaint

  Date:05/23/2023

  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.

  We purchased a Polaris pool robot, within 4 months it failed. We contacted Polaris, we were advised to take to ****************** on York Rd in ******** **. The folks at Leslies have exhausted all repair options and are receiving resistance from Polaris/Fluidra replacing the robot. This device was less than 4 months old when it failed, the device has a 1 year warranty, we have been without a device since August 2022, it is now 9 months in for service please replace or refund the purchase price

• Initial Complaint

  Date:05/02/2023

  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.

  My PB4SQ was bought in March 2020, and professionally installed by Sparklepools out of ************, **. It is a booster pump that control the pool sweep function. This unit is 3 years old and is experiencing what most would consider to be a clear manufacturer defect. It is literally spraying water out from under the serial number tag, thru some sort of corrosive pinholes. I did research on this model and others have experienced similar things like corrosion etc. This unit new is $600.00 or so, and there is just no way this pump was built to be free of any manufacturer defects. The company says the pump is only covered for a month, but other than having to tear this unit apart myself, leaves consumers such as myself effectively in the lurch. At this point, I would like the BBB to launch a full investigation into other reports and remedies that can be pursued to protect consumers from poorly made products that are effectively defrauding customers when purchased.Serial# of my ***** unit is AG ****************

  

  Business Response

  Date: 05/03/2023

  Dear *****,
    We are sorry to hear about your experience with the PB4SQ.  We will be sending you a new pump, which should be professionally installed.  Our warranty on the pump is anywhere from 1-3 years depending on the professional installer. Thank you for your patience and for reaching out.
    Once the order is placed it will take a few days for tracking information to populate. We will reach out via email from the email box ***************************************** with that information.
  Sincerely,
  Your Fluidra Team

  Customer Answer

  Date: 05/03/2023

  
  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:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Polaris P965iQ Robotic Pool Cleaner Serial Number: ****************** on 7/**/** from intheswim.com for $1254. We had just had our new in-ground pool installed and after hours of research we landed on the P965iQ. It worked well for the first 12 months. After approx. one year we started having issues where for short time period of approx. 2 weeks it wouldn't move when turned on. I reached out to Polaris support (as it was under its 3 -year warranty through 7/6/24) via email (received initial responses with questions regarding serial number and proof of purchase). The robotic vacuum seemingly fixed itself as it then worked again. So I never needed servicing. Fast forward now to three weeks ago, we opened our pool and wanted to use our cleaner. It worked for the first few days and then stopped only this time showed a "ER 10" message on the panel. I called support this time and they walked me through some basic troubleshooting then said I could bring it to a local ******** Pool Supply (18 minutes trip) to have fixed. I brought it in on 4/13/23 and dropped it off. They called a few days later to say they diagnosed the issue and order the part needed. On 4/22/23 I picked it up as they had claimed it was fixed. I attempted to use it this morning and after one minute in the pool it stopped and I saw the same "ER 10" error. I drove back to ******** where I was met with the person who had fixed it and I met with on Saturday. She said it passed all the tests and that it must be the basket that I had been using. Mind you she recommended on Saturday that I should buy a new basket because mine had a few small holes in it. I asked why that would cause the error. She said because it caused it to work overdrive requiring too much power. The error she claimed was a universal communication error. She said take it back home and try without the basket. I drove home like an idiot with it, tried it and it didn't move. Still "ER-10". It is still broke and has been a lemon.

  

  Business Response

  Date: 04/25/2023

  We are so sorry youve had such a frustrating experience, ****. We would be happy to send you a replacement P965iQ under your warranty.  Please email us at ***************************************** and confirm your address.  We will place the order ASAP.
  
  Thank you,

  Your Polaris Team
  

  
  

  Customer Answer

  Date: 04/26/2023

  
  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:10/26/2022

  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.

  Purchased a Polaris Alpha IQ+ when our pool was built. The unit consistently has the ER10 fault code. Until last month, the error would go away on its own after a few days, not anymore. I contacted Polaris regarding the issue and they wanted me to self test the floating cord, I did with no positive outcome. They then Directed me to their website to find a local authorized warranty repair center because my unit is under 2 years old. I contacted 2 of the repair shops and never got a call back. The last one was Leslies Pool. So I loaded the machine and stand in the car and drove to *******. Upon arrival at Leslies, the employee pointed to about 20 other robots waiting to be repaired, I was told it would be about 2-3 months before they could even look at it. This is unsatisfactory. I emailed customer service requesting a replacement because our pool is therapy based for a neurological disposer my wife has, and having the pool down for a few months wasnt going to work. I was directed by email reply that I must follow the warranty and nothing could be done to expedite warranty repair. So here I am still with no pool and no return call from the 2 other warranty repair facilities. The unit sits in my garage I guess until Leslies pool speeds things up or Polaris improves their warranty process, or trains and hires more tech repair people. Absolutely regret this over ***** dollar purchase.

  

  Business Response

  Date: 10/27/2022

  Hi ***********,
  
  We are very sorry youve had such a difficult experience and completely understand your frustration.  We have placed an order for a new ALPHA iQ+ (order #*******) and you should receive it in **** business days.  If you have any questions or need further assistance, please email us directly at *****************************************.

  
  Sincerely,

  
  Your Polaris Team 
  

  
  

  Customer Answer

  Date: 10/27/2022

  
  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:10/20/2022

  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 been a customer of ****************** via Jandy/********************** for many years but unfortunately many issues which have caused the enjoyment of my pool to be a lot less than it should be.From having to have my whole salt system replaced due to equipment failure to my current issue of the salt cell leaking dealing with Jandy customer service has been awful over time. The equipment does not work as long as it should in many instances. **************** is only there to shut you down as they do not seem to care about backing a product they manufacturer to work as well and as long as it should especially compared with other companies.I am extremely disappointed with the level of service received and the lack of caringness that has been displayed.I would like Jandy to take responsibility and right their wrongs in this matter.

  

  Business Response

  Date: 10/24/2022

  Hi *******,

  We are sorry you've had a negative experience with our customer support team and would like to understand your situation better.  Please let us know which product you are requesting to have repaired/replaced and let us know when you purchased the product so we can check your warranty status.  Please also let us know if you've been working with a certified pool professional.   

  Thank you,

  Your Jandy Team

  Customer Answer

  Date: 10/24/2022

  Hello:

  I've called Jandy in the past to only be rejected in getting assistance.

  It's my salt cell that's leaking and it's the second time I've had the Jandy salt cell leaking prematurely. People I know using other brands have their salt cells lasting upwards of 7 years.

  My Jandy salt system was replaced in the past also because of problems with your equipment. It's very frustrating and even moreso when customer service seems to not care whether one is in the warranty period or not.

  I filed this complaint because your equipment that I have fails much quicker than other systems that I know friends and family have. 

  I am very upset and disappointed in ******

  Thank you.

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

   

  

  Business Response

  Date: 10/25/2022

  Thank you for clarifying, ***************  We value you as a customer and we are sorry youve had a frustrating experience.  We would like to send you a replacement salt cell, free of charge.  If this is an acceptable solution, please email us directly at ***************************************** and we will place the order ASAP.
  

  Best,
  
  Your Jandy Team
  

  
  

  Customer Answer

  Date: 10/26/2022

  
  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,
  
  *************************