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:09/21/2022

  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 pool cleaner/vacuum in 2018 which had 3 repairs within the first two years. We contacted Polaris and they sent in the end of 2020 a new unit after repairing the original unit several times. It was used in 2021 for 3 months and now in 2022 it has broken again. They told us to take it to ******************** for repair. The ****** ** office ******* store said they were too busy and wouldn't service it. We then took it to the Brick location where they kept it for 2 and a half months and sent it back broken. They told us to call Polaris if the unit wasn't working. We called Polaris and they are not honoring their product as they claim the warranty is up. We basically have an $1100 pool cleaner that doesn't work and won't be repaired by anyone. We only have a receipt from the original purchase as they didn't send a receipt for the new unit they sent.

  

  Business Response

  Date: 09/22/2022

  Hi *****,

  
  We are very sorry to hear youve had several issues with your cleaner over the past 4 years.  Your first cleaner came with a 2-year warranty which is based on the date of your original purchase (5/25/18).  The replacement cleaner we sent you in 2020 did not come with a new warranty, as it still falls under your original warranty (expiring in May 2020).  We understand your frustration with finding someone to repair your cleaner.  If youre desired settlement is a refund, you will need to work with ******* where you purchased your cleaner from.  We are the manufacturer of the cleaner and are not involved in any financial transactions or refunds.  We value you as a customer and want to work with you to find a resolution.  Please let us know how we can further assist you.  You can email us directly at *****************************************. 

  
  Thank you,

  
  Your Polaris Team
  

  
  

  Customer Answer

  Date: 09/22/2022

  If the manufacturer is unable to issue a refund, I would hope they would stand by their product and at the very least send a new unit. I will not go to ******** as they will not issue a refund. I have got a total of 4 months use out of 2 units in the last 4 years and now have 2 unusable units at my home. I am happy to send back the 2 defective units to the manufacturer so they can rectify these issues (on their expense). 

  

  Business Response

  Date: 09/22/2022

  Hi *****,

  
  If a replacement unit is the desired settlement you would like, then we would be happy to send you a new P825 cleaner.  Please keep in mind that the replacement cleaner will not come with a new warranty, so any repairs or services will be your responsibility.  Please let us know if this is an acceptable solution and we will place the order ASAP.
  

  All the best,

  
  Your Polaris Team
  

  
  

  Customer Answer

  Date: 09/23/2022

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

  Customer Answer

  Date: 10/11/2022

  I am rejecting this because we still have not received the unit the business agreed to send. If they need our address again I am happy to send. I would ask they send a tracking number once they ship the unit. 

  

  Business Response

  Date: 10/11/2022

  Hi *****,  

  We are so sorry that we never saw your reply to our offer to send you a new unit.  We have placed the order (order#*******) and will email you the tracking number in the next day or two (once the order has been fully processed).  We apologize for the delay and have sent your cleaner as Urgent priority shipping.  If you have further questions or concerns, you can email us at *****************************************.  

  Thank you,

  Your Polaris Team
  
  

• Initial Complaint

  Date:09/21/2022

  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 had installed a Jandy WaterColors Nicheless LED light when my pool was built. This light only lasted 2 years with minimal use. The warranty replacement light again only lasted 2 years with even less use. When I contacted Jandy - Fluidra I was told I will need to purchase another light which is around $1,000 and that my replacement light was not covered under a new warranty, it goes back to the original purchase date. Obviously they know their products are junk otherwise what company would not stand by their products. If its my 1st light or my 5th light if the company truly believed they made quality products one would think they would stand by them.

  

  Business Response

  Date: 09/21/2022

  Hi ****,

  
  We are sorry to hear youve gone through multiple lights in a 4 year period.  There could be external factors that are affecting the longevity of your lights (i.e. installation, electrical issues, water chemistry, etc.).  We recommend having your whole system looked at to ensure theres not an underlying issue.  We would be happy to send you another replacement light free of charge, however, you would be responsible for the installation charge since you are out of warranty.  We advise having the pool professional you hire to install the light take a look at the factors we mentioned.  Please email us at ***************************************** and let us know if this is an acceptable solution.    
  

  Thank you,

  
  Your Jandy Team
  

  
  

  Customer Answer

  Date: 09/26/2022

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

• Initial Complaint

  Date:08/24/2022

  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 had a pool installed and the TruClear Salt System was included. The system failed and remains under warranty until October 2022. The salt system failed and was cracked and leaking water all over and was no longer producing salt for the pool. I had the system fixed on 7/11/22 by ****************** in *********** ******* and the cost for the replacement salt system and service charge is $814.95.I have sent multiple emails to Jandy starting on 7/12, with follow up emails sent on 7/13/22 when additional information was requested and again on 7/19/22, 7/26/22, 7/27, 8/3, 8/11 and on 8/16. I received tan email on 8/10 advising that it remained under warranty and the replacement cell would be under warranty for 1 year. I have not had the problem resolved as I have not been reimbursed for the salt system that I have replaced.

  

  Business Response

  Date: 08/24/2022

  Hi *******,

  
  We are so sorry you had a difficult time reaching us through your email communication.  Typically, a warranty claim is processed with the pool company assessing an issue first, and then submitting a warranty claim to us for parts or whole products.  We arent sure why the labor and parts were charged when you were under warranty, so we are following up with ****************** to understand the situation better.  We will email you with an update at ********************* as soon as we have an update.  If you have any questions in the meantime, please email me directly at *****************************************.  We will work to find a swift solution.

  
  Thank you,

  
  *************************
  Reputation Management Administrator
  

  
  

• Initial Complaint

  Date:08/23/2022

  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 a new pool installed in Aug of 2021. The installer used an iAqualink 2.0 for managing the equipment (lights, heater, pumps, etc).The iAqualink product (parent company Fluidra) worked for about 4 months and then went offline. I have spent the last 8 months trying to get it fixed through my pool installer. The pool installer says "I can't push them too hard. There are only to 2 reps in ******** and I don't want to **** them off so they won't service my other pools." Really? Obviously, he has a real fear they will retaliate. Nothing like paying a chunk of money for a product that will make your pool easier to maintain only to have it make your life more difficult.The pool installer has been down several times to work on the iAqualink, but he has never been able to ge t** to work again.I have emailed iAqualink and got a response to contact a local pool servicing company. The local company said that they don't do warranty work, but would call me back in an hour to verify what needs to be done. Two days later no callback, but I assume iAqualink responds to their subcontractors the same way they respond to the public., ie they don't.I even tried calling iAqualink for support. 31-minute wait time so I selected the "Hold my place in line and we will call you back." HA! 24 hours later and no callback. (Read reviews where they NEVER call back and read about people that waited on hold for hours and the call was never answered.)I want the equipment replaced or a full refund, so I can get something that actually works. This should all be under warranty as well.

  

  Business Response

  Date: 08/24/2022

  Hi Than,

  
  We are so sorry youve had a hard time reaching us and that youve had such a difficult experience with your iAqualink 2.0.  We value you as a customer and want to help.  We would be happy to send you a replacement, but we dont currently have an account set up for you.  Please let us know the name of your pool installer in case they registered the product under their name.  Please also provide us with your iAqualink serial number and date of purchase so we can register your product (if necessary) and place an order for a new iAqualink 2.0.  You can email us at ***************************************** and provide us with the information.
  

  Thank you,

  
  Your iAqualink Team
  
  

• Initial Complaint

  Date:08/16/2022

  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 Purchased a pool robot last year with money that I saved up for a very long time. The robot broke first week of this year's pool season. I gave it in to the local store, where it was purchased. I was told it's covered under warranty will take 2 weeks to repair. It was very disappointing that it broke still in first tear after spending so much $ supposedly its good quality. Anyhow I kept calling the store after the 2 weeks they said they were still waiting on parts It's now past 7 weeks I got so frustrated as the pool season is over in 2 weeks. I kept asking for a loaner but was denied I finally called Fluidra hoping that they would take responsibility on something that was supposed to take 2 weeks but the rep said there was nothing they could do. I then asked to speak to a manager all he said was ill take down your name & number and you'll get a call back from the manager of course that call never came. I don't think it's right that I spent so much money only to get a broken machine and loose out a whole season having to bear the dirty pool. Something has to be done. Either a new machine or a loaner

  

  Business Response

  Date: 08/17/2022

  Hi ******,

  
  We understand your frustration and value you as a customer.  We will send you a new cleaner since youve had to wait so long for your current cleaner to be repaired.  Unfortunately, the *** iQ+ is back-ordered.  We can send you the Polaris ALPHA iQ+, which is the same as the *** iQ+ but a different color: https://www.polarispool.com/en/products/pool-cleaners/robotic-pool-cleaners/polaris-alpha-iq-plus
  

  The parts needed for your current cleaner should be in next week, so you can keep your repaired *** iQ+ and use it as a backup.  Please email us at ***************************************** and let us know if this is an acceptable solution.
  

  Thank you,
  

  Your Polaris Team
  

  
  

  Customer Answer

  Date: 08/22/2022

  
  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:08/11/2022

  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.

  Original pool light was installed with our pool on 8/6/18. Our deep end light went out on 5/21/21 and was replaced under warranty 6/16/21 by Colleys (pool installation company who works with Jandy). Light was used a handful of times rest of summer before closed for winter. Pool was opened this spring and we went to use light night of 5/12/22 and it was out again. We called pool company colleys next day on 5/13/22 to inform them and they initially advised that shouldnt happen and indicated the replaced light would be covered as it wasnt even a year old. The soonest they could come out to fix the light was 6/9/22. When Colleys arrived to fix the light they informed us per Jandy the replacement would not be covered under warranty and we would have to pay full cost to get replaced. This was a big surprise to us since the light was supposedly brand new and were initially advised should be no cost. How is a brand new light not even a year old not covered under a warranty? We have called both Colleys and Jandy multiple times over the past two months trying to resolve and are getting the run around. Last call with Jandy they felt based on our situation and background provided that it was not their product but electrical issue with pool wiring from installation. We then had two licensed electricians (including the original installer - invoice attached) out to inspect and they both confirmed the electrical portion of the installation is not the issue. Also they advised these LED lights should last years, not less than a year. Please contact us to determine how to get a covered replacement.

  

  Business Response

  Date: 08/11/2022

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

  Thank you for reaching out to us.  We value you as a customer and want to make this right.  We have connected with Colleys and we are sending them a replacement light for you, free of charge.  The replacement cost of labor will also be covered.  Your recent replacement light was not covered under warranty, because the warranty was based on the original light installed/purchased on 8/6/18.  We understand, however, that a replacement light should last more than one year and agree that it should be replaced free of charge. Please contact Colleys to schedule the installation.  If you have any questions, please contact us directly at *****************************************.
  

  Thank you,
  

  Your Jandy Team
  
  

  Customer Answer

  Date: 08/12/2022

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