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:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to contact and text about a replacement part for an easy set pool with an inflatable ring that I purchased Last Summer the cap for the inflatable ring is missing I called to get a replacement part and they are trying to sell me either a brand new pool or an entire new liner for a $2 piece of plastic that is literally sold in Amazon and all over the Internet they also couldn't tell me the size of the cap which again it's their company they should really know the size of their products but again I can't be the only person that this issue has ever happened to so I don't know if everyone is just a sucker and willing to pay $200 to $500 to replace a $2 piece of plastic but every time I call they refuse to put me through to a supervisor they provide no help at all they're rude and they don't have a simple $2 part as a replacement they try to make you pay $200 to $500 for a tiny piece of plastic it's like the kind of cap that goes into one of those inflatable beach ***** that stops the air from coming out they want me to buy a whole new pool or at least a whole new liner for that which is completely ridiculous I don't know how they don't sell a simple part like that or at least have the information readily available for people so they can buy it elsewhere again it wasn't a cheap $2 product it's a pool it cost me over $500 and now they're trying to make me spend the same amount of money or $200 if I just want the liner I want none of these things I just want the stupid plastic cap that they can't sell me separately even though they make the pools so that part comes separately before it's installed and even if they couldn't sell it to me they should at least know the size of it so people can buy it elsewhere

  

  Business Response

  Date: 06/27/2025

  Thank you for reaching out and sharing your experience. We understand how frustrating it is to need a small part and be told a full replacement is requiredespecially after investing in a pool like this.
  

  Weve reviewed your calls and can confirm that our customer service agents explained that, unfortunately, the cap for the inflatable ring valve on the Easy Set pool is not available as a separate replacement part. Any damage to that valve would regrettably require replacement of the entire pool. We understand this isnt the resolution you were hoping for, and we sincerely apologize for the inconvenience.
  

  Our agents also explained that, as an inbound call center, they are unable to transfer calls directly to a supervisor. Instead, we follow a callback process to ensure each request is addressed in the order received. Your request was submitted, and our **************** Manager attempted to contact you on 6-27-2025; however, you indicated it was too late to proceed.
  

  We appreciate you taking the time to share your concerns and thank you for being an Intex customer.

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pool last year at the end of season because I noticed the current one had a leak. I saved parts from the old pool just in case but set up this new pool yesterday. When I opened the sealed box I noticed that one of the hoses was broken on arrival. Contacted and told we are out of luck because we didnt set the pool up within 90 days. Well, this would have been a waste of money and water since it was fall by the time we got this. Poor customer service.

  

  Business Response

  Date: 06/20/2025

  Were sorry to hear about your experience and understand how frustrating it is to discover a broken part when setting up your pool. Weve searched our records and were unable to locate any previous contact under your name, number, or email. Please reach out to us via chat at intexcorp.com or call ************ so we can assist you further.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23474696
  
  I am rejecting this response because:my husband and I both contacted this company. We were both on hold for over an hour. If you cant look up the last name and find either one of us in the call logs then you need new customer service. I am not willing to waste another hour plus of my life on call waiting just to be told that because we didnt open up the pool last year at the end of season even though it was brand new that you cant stand behind a product. Seriously, value my money and time. 
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 06/27/2025

  Thank you for your follow-up. We understand your frustration and regret the inconvenience you've experienced. To move forward, we do need to verify some details. While a phone call is the most direct option, we respect your time and also welcome you to contact us via chat at intexcorp.com or through our Contact Us page. We're here to help and hope to resolve this for you as quickly as possible.

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

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23474696
  
  I am rejecting this response because:
  I contacted the company by email and they are telling me I am not covered by warranty because I bought this pool at the end of the season last year. That is ridiculous. Dont buy intex pools at the end of the season without wasting money on your water bill. If it doesnt work properly they wont replace it unless you fill it up practically the same day that you receive it. Dont. Just dont. 
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because a $500+ Intex pool liner failed under normal, minimal use in under two months and despite my efforts to maintain and protect the product exactly as instructed, Ive been left with a deteriorating pool and no meaningful support from the company.I purchased this pool on June 7, 2023, and set it up shortly after receiving it mid-June. It was used for only a brief summer period, then broken down, cleaned, and stored in a temperature-controlled indoor environment. I even purchased and used both the recommended tarp and a separate Intex pool mat as added protection. When reinstalling the following season, the slow water loss was still occurring a leak that could not be located and has only worsened.I did not contact Intex until just outside the formal warranty window. However, this was due to the very limited usage season (typical in the Northeast) and the initially subtle nature of the leak. Still, the bottom line is this: a well-over-$500 product should not deteriorate this quickly especially when used only briefly and stored correctly between seasons. This product did not even survive a single full cycle of seasonal use.I contacted Intex support again this year and was told that because I reached out just outside the warranty, there was nothing they could do except offer a 10% discount ($13.50) on a $135 liner. That response is unacceptable given that I followed all care instructions to the letter, went beyond recommended maintenance standards, and used Intex-brand accessories to protect the product.This is not a wear-and-tear issue it is a product integrity failure within a reasonable window of normal seasonal use. Consumers should not be penalized because their warranty technically lapses during months the product is not even in use. I am requesting a fair, good-faith resolution based on the poor longevity and quality of the product, not a technicality.

  

  Business Response

  Date: 06/20/2025

  Thank you for sharing your experience. We’re truly sorry to hear about the issues with your pool liner and understand how frustrating this has been—especially after the care you took in maintaining and storing it properly.

  The Intex 14' x 42" Prism Frame Pool includes a limited manufacturer warranty valid for one year from the original date of purchase. Based on your purchase date of June 7, 2023, the warranty has expired, and we are unable to offer a replacement under warranty terms.

  We understand this isn’t the resolution you were hoping for and sincerely regret the disappointment. Your feedback is appreciated, and we hope the discount offered helps in some small way.

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23477643
  
  
  
  I am rejecting this response because:
  
  Your response, which defers entirely to the expiration of a limited warranty, is legally and ethically insufficient. This matter is not simply a warranty dispute — it is a case of a product failing to meet reasonable consumer expectations and the standards of merchantable quality required under law.
  
  The Intex 14’ x 42” Prism Frame Pool, purchased for over $500, began leaking within weeks of initial use, despite installation on level ground, use of approved base pads, and proper storage in a climate-controlled indoor environment during the off-season. These conditions far exceed typical consumer use, yet the liner failed — suggesting a manufacturing defect or grossly inadequate material durability.
  
  Even if the written warranty has lapsed, your company is still bound by implied warranties under U.S. law, including:
  
  The Uniform Commercial Code (UCC § 2-314), which requires that goods be fit for their ordinary purpose, free of hidden defects, and consistent with seller representations.
  The Magnuson-Moss Warranty Act (15 U.S.C. § 2301), which protects consumers from deceptive warranty limitations and supports claims based on implied warranties.
  The Federal Trade Commission Act (15 U.S.C. § 45), which prohibits “unfair or deceptive acts or practices” — including advertising a product as durable when it fails under ordinary use within an unreasonably short time.
  
  The failure of a seasonal-use pool product within its first year, under ideal conditions, is not “normal wear and tear.” It is a breach of implied warranty and false representation of product quality. A 10% discount on a $135 liner does not even begin to make the customer whole — it is an inadequate and dismissive attempt to shift cost burdens onto the buyer for your company’s quality control failure.
  
  Therefore, I am formally rejecting your response as non-resolution.
  
  If Intex refuses to take further action — either through:
  
  A no-cost liner replacement, or
  A store credit equal to the cost of the original liner —
  
  I will move forward with:
  
  A detailed FTC consumer complaint
  Filing with my State Attorney General’s Office – Consumer Protection Division
  A Consumer Product Safety Commission (CPSC) notification (if any risk of leakage-related injury exists)
  And public product reviews to warn future buyers
  
  This situation goes beyond a warranty lapse. It is a matter of product liability, implied warranties, and failure to stand behind your product. You have an opportunity to resolve this matter in good faith. I strongly urge you to take it.
  
  
  Sincerely,
  Dennis Wickes
  
  

  

  Business Response

  Date: 06/27/2025

  Thank you for taking the time to share your concerns in such detail. We truly understand how disappointing it is to experience an issue after taking such care with setup and storage. While the warranty has expired and limits our ability to provide a replacement, we’ve documented your feedback and shared it with our team for internal review. We sincerely regret the inconvenience this has caused. At this time, the discount offered is our final resolution.

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23477643
  
  
  
  I am rejecting this response because:
  
  
  
  This generic and evasive response is not acceptable. You have deliberately avoided addressing the core legal issue: this is not simply about a warranty — this is about the premature failure of a product that should reasonably last beyond a single season.
  
  Your product began leaking after limited, proper use and careful indoor storage. This points to either:
  
  A latent manufacturing defect, or
  A failure to meet basic consumer durability expectations.
  
  You are attempting to use an expired limited warranty as a shield from responsibility, but that does not remove your legal obligations under consumer protection law.
  
  Let me be clear:
  This product’s failure violates the implied warranty of merchantability under UCC §2-314, which requires that goods be fit for their ordinary purpose.
  It also violates the Federal Trade Commission’s guidelines regarding reasonable product durability, even in the absence of an active express warranty.
  Your refusal to address this in any meaningful way — while offering only a token discount — may rise to the level of an unfair or deceptive business practice under 15 U.S. Code § 45.
  
  This matter is not closed. I am formally notifying you that I am forwarding this complaint to the following entities for review and further action:
  
  The Federal Trade Commission (FTC)
  The Consumer Product Safety Commission (CPSC) (if applicable based on material or safety concerns)
  The New York State Attorney General – Consumer Protection Division
  Public-facing consumer advocacy platforms and product review forums
  Retailers who carry your products to document your non-responsiveness to defective merchandise
  
  I will not “thank” you for ignoring your legal responsibilities. Your conduct speaks for itself. This final notice will be part of the public record and included in any future proceedings or regulatory actions.
  
  Sincerely,
  
  
  
  Dennis Wickes

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pool pump broke - Was under warranty. Not even 2 years ****** pool dark water with algae - Could not open due to faulty equipment.Called Intex - They sent replacement pump. Had to wait a little over a week to get it.Pool pump replacement BROKEN!!! Called Tech support - **** says it's broken ******** ************** NO RESOLVE.....NO EMAIL - NO CALL BACK....NOTHING....Called ************ SECOND TIME.....Intex makes me cut cord, takes pics - jump through hoops - TO GET A WORKING PART? Really??Already lost 2 wks pool time. Intex PROMISED me that the claim would be approved quickly and new pump would be sent out immediately. Created a call back form for a supervisor to reach out to me. Claim was approved almost immediately.....Stupid me HOPES.....5 days later......Still NO WORD from INTEX....Called INTEX (now 4th time)NO PUMP - NOT SHIPPED NOTHING....Rep says it won't be shipped til JULY 1ST????!!!! Losing about a month and a half - not including time to get my water clear of pool time which is generally HALF THE POOL SEASON. While my pool water gets WORSE. INTEX DOES NOT CARE. NO PART NO REMORSE, NO RETENTION, NO ESCALATION - NOTHING!!!!!!

  

  Business Response

  Date: 06/20/2025

  Were truly sorry for the frustration and inconvenience you've experienced, and we understand how disappointing it is to miss valuable pool time due to equipment issues.
  

  Our records show that your pump was purchased on August 10, 2023, and you contacted us on June 2, 2025, to report an issue with the ***** A warranty claim (#******) was initiated, and the processing and delivery timeline were clearly communicated at that time. You reached out again on June 4 for assistance with submitting the claim and requested expedited service, which our agent explained was not available. The replacement was shipped on June 5 (Warranty Order #*********) and delivered on June 12, 2025, per ***** tracking 423210764936.
  

  On June 13, you contacted us to report an issue with the replacement unit. The process for a second claim was explained, including estimated timelines. You requested a management callback and followed up again the same day, agreeing to proceed with a second claim. Claim #****** was approved and processed on June 13, and the replacement shipped on June 16, with ***** tracking ************, scheduled for delivery on June 23, 2025. A member of our management team reached out and left a voicemail on June 18 with your order and tracking information.
  

  We sincerely apologize for the inconvenience, and while we understand this situation has been frustrating, we want to assure you that your requests were processed as efficiently as possible and with full transparency about the timeline. Please note that Intex does not process any type of refunds or reimbursements, as we only provide warranty replacements for covered items.

  If you need any additional support, please feel free to call us at ************.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23481623
  
  I am rejecting this response because:

  Defective equipment in under 2 years, broken replacement.  Further pool water issues caused by inability to clean properly causing excessive costs in chemicals to repair.

  No response within 48 hours from manager 1st time I called for replacement for replacement.  Had to call SEVERAL  times to get a response from management. 

  No customer retention to expedite shipping due to company fault, not customer. Miscommunication from agent saying replacement for replacement would not be shipped til July 1st, 2025. 

  Awful customer assistance. 

  June 23rd, STILL bad water and unable to use pool in almost 100 degree weather. 

  unacceptable !!

   

  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 06/27/2025

  Thank you for your response. We understand your frustration and sincerely apologize for the inconvenience caused by the defective equipment and delays.
  While both warranty claims were processed and shipped within standard timelines, we regret the added delay from the faulty replacement and any miscommunication you encountered. Were reviewing these issues internally to improve our service.

  
  Although were unable to offer expedited shipping or reimbursements under warranty, we remain committed to assisting you with any covered concerns. For further support, please contact us via chat at intexcorp.com or call ************.

• Initial Complaint

  Date:06/06/2025

  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.

  Purchased a replacement item. they sent the wrong item. They will not refund my money or send me the correct item I ordered. I have emailed photos of the issue and called several times. I have put in countless requests to speak with a supervisor. I was told a supervisor will call me back. They told me to purchase the item again before giving a refund. The item has now gone up in price. I am beyond frustrated.

  

  Business Response

  Date: 06/10/2025

  We're truly sorry for any miscommunication and the overall experience you've had. As per your recent call with a member of our management team, Claim #****** was submitted to ship the correct item. We're pleased to confirm that Warranty Order #********* was shipped on 6/9/2025 via ***** (Tracking: ************) and is expected to be delivered by 6/13/2025.
  If you have any further concerns, please don't hesitate to contact us at ************.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23431475
  
  I am rejecting this response because: We have still not gotten our questions answered about this item that we ordered. The customer service team in ***** has not been able to help. I have requested to talk to a manager or be given a corporate phone number, but apparently neither of those options are possible which makes "customer service" not really "customer service". We have attempted to exchange the item for a "correct" item, but we still received the same item that made us question it in the first place. And, still our questions go unanswered. 

  The confusion lies with the description and detail of the item we ordered, but the only resolution with the "customer service" team in *****, is to replace the item which is probably not even necessary because IT IS THE SAME. We would like to speak to someone "local" to be able to answer our questions in real time instead of all of the back and forth and returning and reordering what we need! 

  Additionally, I have requested to be contacted by a local manager numerous times. I was told by a representative ****** (in *****) that someone would call me later that day, the next day, and also within 2 business days. No response. I was also told they would refund the payment and I would need to re-purchase (now) at a higher price. Very disappointing.

  I will never purchase another product from this company again. I have called numerous times and emailed/sent photos of the issue. I was told this cannot be handled through email. If this was a design change, then a simple phone call could have resolved this issue and not become a frustrating problem.

  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/24/2025

  Thank you for sharing your concerns. We understand how frustrating this experience has been and sincerely apologize for the inconvenience.
  To clarify, the spa cover you ordered on April 24, 2025 (SKU *****W) is compatible with your 6-person Greywood Deluxe Spa, Model F STPB 6R 22 R0 with base model SB-HWF-10. In good faith, we reshipped the item to ensure you had a chance to verify the fit.
  If the replacement cover still does not fit as expected, we encourage you to contact us directly via chat at intexcorp.com or by phone at ************ so we can assist you further.
  Please also note that a member of our management team attempted to reach you on June 24, 2025, and left a detailed voicemail. We're here to help and hope to resolve this matter to your satisfaction.
  Thank you again for your feedback and the opportunity to assist.

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an Intex pool a couple month ago from ******. The pool arrived damaged with broken parts. ****** gave me the option to return it for a full refund. But the box was extremely heavy and impossible to move by myself and 2 other people. So I decided to call Intex to see if they were able to replace the damaged parts. They said yes of course. I told ****** I would keep the pool because Intex was going to replace the damaged parts. After a few phone calls later they decided to change their minds and not help me. The representative were very hard to understand because they did not speak English very clear. I asked to speak to a manager and never was able to speak to one. I sent them all the proof of the damaged pool parts and they made the decision to replaced the parts but it never happened. Ive been waiting for a phone call which never happened. So now Im stuck with a pool that is damaged plus a lost my money. Could you please help? Thanks

  

  Business Response

  Date: 06/05/2025

  Thank you for reaching out and sharing your experience. Were truly sorry to hear about the trouble youve encountered.
  

  According to our records, your order was placed through ****** on March 12, 2025, and delivered on March 21, 2025. Per your call on April 23, 2025, you mentioned ****** had given you a 30-day return window, which had unfortunately just expired at the time you contacted us.
  

  A claim was initially filed for some of the damaged components; however, during your follow-up call on April 25, 2025, you let us know that not all of the requested parts were listed on the claim. After further review, we must clarify that the original claim should not have been processed, as our limited warranty only covers manufacturer defects. Damage that occurs during transit is not considered a manufacturer defect and is not eligible under the warranty policy.
  

  We understand how disappointing this must be, especially after being told your parts would be replaced. We also regret if there was any difficulty understanding our representatives or delays in communication. We strive to support our consumers as clearly and effectively as possible.
  

  Although were unable to proceed further with a warranty claim, we hope this explanation helps clarify the situation.

• Initial Complaint

  Date:05/23/2025

  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.

  On May 15, 2025, I purchased a replacement pool liner directly from Intexcorp.com for $774 (Order #*********). When the package arrived via ****** the box was visibly damaged, with large holes and signs of rodent chewing. The liner inside was exposed and also showed signs of being chewed and contaminated.I immediately contacted Intex to report the issue and request a refund or replacement. Instead, I was told it was my responsibility to keep the liner safe for up to 15 days while ***** conducted an investigation. I explained that I could not bring the item into my home due to potential infestation and health hazards, and that I had no other secure storage location.Despite clear evidence of product damage and the health risk involved, Intex refused to provide a timely resolution or accept responsibility. I have photo and video documentation of the damage.I am requesting a replacement product sent immediately without further delay.

  

  Business Response

  Date: 05/30/2025

  Were truly sorry for the experience youve had with your recent order. We understand how upsetting it must have been to receive a damaged linerespecially under such concerning conditions.
  
  The damage to your item occurred during shipping, and as such, we are required to conduct a ***** investigation before issuing a replacement. We sincerely apologize for the delay this caused and any inconvenience you faced while waiting for the resolution.
  
  Please be assured that your claim (#******) has been reviewed and approved. A replacement liner has been shipped under order #********* on May 29, 2025, via *****. Your tracking number is 453851346236.
  
  We appreciate your patience and understanding. If you have any further questions or concerns, please dont hesitate to reach out to us at ************ or via chat at intexcorp.com.
  
  Thank you for giving us the opportunity to make this right.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased not one but two air mattress fron this company both air mattress over time start to lose the ability to hold air i still have an air mattress that is clearly defective/deformed i was scared it was explode and due to injuries and surgery i couldn't take my mattress from storage i opted for a second air mattress which after months i noticed i had to add air more and more to the mattress i started waking up on the floor because the air mattress lost all it air within hours bother mattress were purchased from target and target refused to assist telling me to reach out to the company i now have nothing to sleep on because the motor on the air mattress sounds like it ia going out the bed only holds air for maxa few hours i am seeking help in getting a refund for both mattress because i do not want to continue to deal with this i am in constant pain due to this issue

  

  Business Response

  Date: 06/03/2025

  We're truly sorry to hear about your experience with both air mattresses and the discomfort it has caused, especially during a time of recovery. Your concerns are valid, and we appreciate you bringing them to our attention.

  Most of our airbeds include a limited manufacturer warranty that covers defects in materials or workmanship. The warranty period varies depending on the item number, and a valid sales receipt (or order/delivery confirmation for online orders) is required to process any claim.
  

  Please note that Intex does not process refundsthese must be handled by the original seller, in accordance with their return policy. Since both purchases were made through ******, any refund request would need to be directed to them.
  

  However, we may still be able to assist with a warranty claim for your airbeds. To move forward, please contact us via chat at intexcorp.com or by phone at ************. Have your item number(s) and proof of purchase ready so we can look into this further and determine what options are available.
  

  We hope to help resolve this for you as quickly as possible.

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Intex PureSpa SB-H10 jacuzzi and waited a year before we could use as my wife had back surgery. Once I set it up we used it twice before the pump stopped working. I called into and because the warranty expired I had to purchase the control board in the unit to replace. I purchased it and it worked for a while. Well now I set it up for the season and receive error 888 on the control panel call intex and they tell me I need a new control panel. I purchased and have to pay for shipping to get the part and have it display the same error. I have now called them 2 times and first time their customer support is in ***** and cant understand her but she said she would have my money refunded and it would take a week. Well a week came and nothing. I call today and spoke with ****** and he tells me there is no documentation that I was told to buy it and if I want my money back I have to send it back and pay for shipping so basically pay for shipping both ways for a product that doesnt work. I have now read numerous reviews on ****** and redit stating same issues. This company has poor customer service and treats customers horribly. I will never purchase or recommend them to anyone. It is said I spent over $500 on a product that was used twice and they sell products that keep breaking and know it as the reviews all state the same thing. I want them to replace the entire jacuzzi as I would never trust them to tell me what is wrong and how to fix it again. We wanted to use this as my wife has had 3 neck and 1 back surgery and could really use the jacuzzi.

  

  Business Response

  Date: 05/22/2025

  We're truly sorry to hear about your experience with your Intex PureSpa SB-H10 and the difficulties you've encountered. We understand how important this product is to you and your wife, especially given her medical needs, and we sincerely regret the inconvenience.
  On April 22, 2025, you contacted our *********************** regarding the error code "888" appearing on your control panel. At that time, our agent advised that this specific error typically indicates the need to replace the spa control base. However, order #********* was placed for item *****G, which is the replacement control panel, not the spa control base.
  Please note that the ******* is covered under a limited manufacturer warranty valid for 1 year from the date of original purchase. According to the information on file, your spa was purchased more than one year ago. As such, we are unable to assist under the terms of the limited warranty.
  Additionally, as outlined in our return policy:
  Items must be returned within 30 days of receipt.
  Products must be in original, resalable condition.
  Return shipping costs are the responsibility of the customer.
  A traceable shipping method is strongly recommended.
  Intex is not liable for items lost in transit.
  Refunds are issued for the product cost only; shipping and handling are non-refundable.
  While we are unable to comply with your request for a full product replacement, we are here to support you with part compatibility, order questions, and return eligibility moving forward.
  We truly appreciate your feedback and the opportunity to address your concerns.
  
  Let me know if you'd like a shorter or more direct version.
  4o
  You said:
  add he palced the order
  
  ChatGPT said:
  Certainly! Here's the revised response including that the consumer placed the order:
  
  We're truly sorry to hear about your experience with your Intex PureSpa SB-H10 and the difficulties you've encountered. We understand how important this product is to you and your wife, especially given her medical needs, and we sincerely regret the inconvenience.
  On April 22, 2025, you contacted our *********************** regarding the error code "888" appearing on your control panel. At that time, our agent advised that this specific error typically indicates the need to replace the spa control base. However, you placed order #********* for item *****G, which is the replacement control panel, not the spa control base.
  Please note that the ******* is covered under a limited manufacturer warranty valid for 1 year from the date of original purchase. According to the information on file, your spa was purchased more than one year ago. As such, we are unable to assist under the terms of the limited warranty.
  Additionally, as outlined in our return policy:
  Items must be returned within 30 days of receipt.
  Products must be in original, resalable condition.
  Return shipping costs are the responsibility of the customer.
  A traceable shipping method is strongly recommended.
  Intex is not liable for items lost in transit.
  Refunds are issued for the product cost only; shipping and handling are non-refundable.
  While we are unable to comply with your request for a full product replacement, we are here to support you with part compatibility, order questions, and return eligibility moving forward.
  We truly appreciate your feedback and the opportunity to address your concerns.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23278401
  
  I am rejecting this response because: I had already replaced the the board as well and then the control panel went and your parts are no good. I shouldnt have to keep replacing the parts. I want this issue resolved on your end as I have already purchased these parts for it to break again. The reviews on this are all the same and you have to know that there is an issue with the pump and continue to sell it and make your customers spend money to replace the parts. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/29/2025

  We understand your frustration and sincerely regret the inconvenience you've experienced with your PureSpa SB-H10.

  However, as indicated by our ************************ you will need to replace the control base of your spa in order to resolve the error code "888." Please note that our records do not show a purchase history of a replacement spa control base at this time.

  We regret that we are unable to process a full product replacement or a replacement of any part outside the terms of our limited warranty.
  Any refund request must adhere to our return policy, as previously detailed.

  Should you need help identifying or ordering the correct part, please feel free to contact us for additional assistance. We appreciate the opportunity to support you.

• Initial Complaint

  Date:01/15/2025

  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.

  ********** - A Complete Nightmare ?????? (1 star)I am beyond frustrated and disappointed with Inter Corp. After spending three hours on the phone and paying for their so-called "reduction and protection plan," I feel utterly cheated. My package was stolen because they completely disregarded my delivery instructions and left it outside my apartments main door on the ground floor, while I live on the third floor. To make matters worse, the customer service representative I spoke to refused to listen to me and dismissed my concerns. I had no idea the shipping details were emailed to me, and now Im not only a victim of theft but also of their incompetence. I paid for a product and a service that was supposed to offer protection, and now Im left empty-handed and re-victimized.I asked to speak to a supervisor over 10 times, only to be denied each time. Instead of receiving help, I felt attacked, blamed, and utterly degraded throughout the entire ordeal. I was in tears during all three calls, feeling like I was talking to a wall. ***** has acknowledged their mistake in leaving the package outside, but here I am, still a victim of a crime with no product and no resolution. If you value your time and money, do yourself a favor and stay far away from Inter Corp. This has been the worst customer service experience Ive ever encountered. Save yourself the headache!

  

  Business Response

  Date: 01/16/2025

  
  We sincerely apologize for the frustration and disappointment youve experienced. We understand how upsetting this situation has been and regret the challenges you faced in resolving it.

  
  Our records indicate that the address on your warranty order was correct. Unfortunately, it seems there was an issue during delivery, and we deeply regret the inconvenience caused by the package being left outside. In this situation, we must initiate a ***** investigation to address the delivery error. Once the investigation is complete, we will determine the next steps, which may include reshipping your order.

  
  If you would like to discuss this matter further, please contact us via chat at intexcorp.com or call us at ************. Thank you for bringing this to our attention, and we truly appreciate your patience as we work to resolve this matter.

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22811896
  
  I am rejecting this response because:

   

  I have filed police report with ********** police, also I spoke to ***** and it has been weeks now. They are making excuses and I want the product I paid for my warranty on. Or a check for a full refund plus the extra warranty cost immediately. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 01/30/2025

  We understand your frustration regarding this situation and regret any inconvenience you have experienced. Our records indicate that we initiated an investigation with ***** under case ID **********. On January 17, 2025, ***** denied the claim.

  
  As the manufacturer, we do not process refunds. Any refund requests must be handled by the retailer in accordance with their policies. Additionally, for any inquiries regarding your extended warranty, we recommend reaching out to the retailer or service provider directly.

  
  We appreciate your understanding and regret that we are unable to provide a different resolution in this matter.