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:08/01/2023

  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 a intex 15 ft pool in may ,they sent the wrong leg caps ,i called them the next day and sent a copy of the receipt, they have been giving me the run around and two months later i call again to be told i have to wait for another email from them before i can proceed with the claim ,i cant turn the pool in we set it up and were told they were sendi g replacement parts ,two months later and still they make excuses when i asked to speak to a supervisor they said we dont have on here, im never buying anything intex again

  

  Business Response

  Date: 08/03/2023

  Hello *********. We apologize for any inconvenience you have encountered with your claim. Claim #******, was initiated on 5-17-2023, for 15 Leg Caps. Per the terms and conditions of the limited warranty, a receipt is required and the service center *** require you to send the product back.

  Please upload a copy of your Target receipt. The image you uploaded, does include the date of purchase.

  To expedite your claim, we are not asking you to send anything back, however we do need you to upload image/s of all 15 defective leg caps.  

  Once you submit the claim with the required information, we will process your claim. If you have any additional questions or concerns, please contact the ************** at ************. 

• Initial Complaint

  Date:08/01/2023

  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.

  Ordered Intex pool on 1/27/2023 and after installation ~ 1 month later the filter pump and clorinator would not turn on. Contacted warranty center and they initially indicated it would be shipped within a few days. I then recieved information that the pump/clorinator were no in stock and were on backorder. I have now been waiting for almost a month for a replacement during the time of year i would like to be using my pool. Contacing customer service has been a waste of time - i will get completely different answers depending on agent, they will not transfer me to a US agent, they will not provide me with any options to replace my pump i.e. next size, equivalent model, etc. They will not update the claim, have told me it was shipped but issue with shipping company even though they just told me it was out of stock.STAY AWAY FROM INTEX the customer service is absolutely useless!!

  

  Business Response

  Date: 08/03/2023

  Hello ***. We apologize for any inconvenience you have encountered with your claim and our service center. Item 13041EG, has been restocked. You warranty order # ********* was shipped on 8-2-2023, via ****** Your order is scheduled for delivery by end of day 8-8-2023, (tracking #************). If you have any additional questions or concerns, please contact the ************** at ************.

• Initial Complaint

  Date:07/27/2023

  Type:Delivery 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 am waiting for a replacement of this unit that is defective again. I now cannot get anyone at Intex to answer the phone. I have spent quite a few hours waiting on hold and nobody ever picks up. This product is for sale everywhere but they say they are out of stock of the replacement covered under warranty. I initially asked for this replacement on July 7th 2023 which was approved. It is now July 26th and there is no update at all on my replacement or when there will be stock. I am sitting with a useless intex pool and pump system that I have spent over $1500 on(the pump system alone is $500). This customer service is not satisfactory.If I cannot get a replacement then I need a full refund.1 of: Intex 26679EG ******* Clear **** GPH **************** $450.00 Sand Filter Saltwater System, White/Black ***** Details for Order #***-3810256-3489015 Order Placed: March 6, 2022 Amazon.com order number: ***-3810256-3489015 Order Total: $493.88 Shipped on March 7, 2022 Claim No.: ****** Created By : MELVINC Claim Date : 07-07-23 Submit By : *********************** Submit Date : 07-07-23 Approved Date : 07-08-23 Dear ****,*******,Your claim ****** has been processed and approved. However, we apologize as the replacement part is currently out of stock and your claim is delayed. The part will be shipped out once the inventory is received. Once there is an estimated date the replacement will be received, we will send a follow-up email. Thank you for your patience and understanding!IntexRecreation Corp.Consumer Service

  

  Business Response

  Date: 07/28/2023

  Hello ****. We are sorry to hear of your negative experience with your filtration/sanitation combo system and our service center. To better serve our consumers,we have 3 call centers operating Monday Friday, 8:30 am to 5:00 pm. PST. Your last contact with Intex was on 7-14-2023. Upon reviewing our data, from 7-14-2023 to present, our average wait time is less than 3 minutes.

  
  Claim #****** was initiated on 7-7-2023 and approved on 7-8-2023. Item 13041EG, replacement motor and control station, is currently out of stock. Per the limited warranty, Intex will replace any defective component.We do not process full product replacements. We do not process refunds; any refund would come from the retailer in accordance to their policy.

  
  Unfortunately, the item is out of stock, we do not have a compatible substitution. Intex is working on a resolution. Once the item is restocked, the item will be shipped to you. An automatic email will be sent with tracking information. If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20382104
  
  I am rejecting this response because:
  I have been on hold 3 different days for more than 30 minutes with nobody answering. One day I was on hold for 40 minutes up to and then past closing hours with no one answering (just the message loop that someone will answer).

  I also think that having a stock shortage and not knowing when it will be in stock or not having a comparable replacement in a reasonable time frame is unacceptable for warranty claims.

  Your product is currently being sold in the market, therfore you should be able to get a replacement to me. If the motor is not available then replace the whole system.

  In good faith I cut my cord to the unit and forwarded the pics to you expecting and immediate replacement. There was no mention of any stock issues when I cut my cord. I am now without circulation in my pool for 3 weeks going on 4.

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

  

  Business Response

  Date: 08/03/2023

  Hello ****, once again we apologize for the unfortunate experience.

  As previously communicated, the item would be shipped once it was restocked.

  
  Your warranty order #********* was shipped on 8-2-2023 via ***** (tracking # ************). The expected delivery date is 8-8-2023. If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 08/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/27/2023

  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.

  Intex has not resolved a problem covered by warranty. I shipped the item back to them at my own expense. In return, Intex send a used product with a missing item. I Contacted Intex multiple times and never received any information from management according to their 24/48 hours returned call policy. It has been more than a week. The last worker at customer service that I talked to suggested to file a complaint. The first time that I attempted to solve problem, the worker at customer service was very condescending and accused me of lying about my claim.

  

  Business Response

  Date: 08/01/2023

  Hello ****. We apologize for any inconvenience you have encountered with your spa and our service center. Claim #****** was initiated for you on 7-28-2023.

  Warranty Order #*********, was shipped via ***** on 7-31-2023 (tracking #************), with an expected delivery date of 8-3-2023.

  If you have any additional questions or concerns, please contact the ************** at ************.

• Initial Complaint

  Date:07/20/2023

  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.

  Intex shipped a liner to me after I paid $167.24 ***** lost the ******** ***** Intex refuses to refund my money or ship me a replacement. I would like my money back or a replacement liner provided to me.

  

  Business Response

  Date: 07/24/2023

  Hello *****. We apologize for any inconvenience you have encountered with you Intex order # *********. Your order was shipped via ***** on 6-22-2023. Per ***** tracking number #************, the package was delivered to your front door on 6-28-2023. We are unable to reship or refund your order, as the order was delivered to you. Intex has filed 2 investigations with ***** (C-112288052 and C-*********) and both cases have been denied. You may contact ***** and challenge their results. If they reverse the results of their investigations, please contact us to further assist.
  

• 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 this item from the Intex store on Amazon on 7-21-22. The pump quit working on 7-2-23. After spending an excessive amount of time waiting to talk to an agent on their website, I finally got through to Viridianaa, who started my claim after asking a bunch of questions. I was told I would receive an email in **** minutes, explaining the next steps to be taken. When I hadn't received the email 24 hours later, I called, and the agent took the information needed, and gave me the claim number, so I could upload the receipt which I have provided on this complaint. I was told again I would receive an email in **** minutes, which I didn't receive. I have called several times on this issue, but am told that the part isn't in stock, and they can't give me any information on when/if it will be back in stock. Meanwhile, my pool has grown green and stagnant, since I don't have any way to circulate the water, or produce chlorine with the salt generator. I have read numerous complaints where others waited months to get a resolution, and many who have said they didn't receive a resolution until they filed with you, which is why I am asking for your help in this matter.

  

  Business Response

  Date: 07/24/2023

  *****, we apologize for any inconvenience you have encountered with your filtration and sanitation system. Claim #****** was initiated on 7-3-2023 for a replacement motor and control station. The claim was approved on 7-6-2023, however item 13041EG is currently out of stock.Regretfully, we do not have a compatible substitution.  As soon as the item is restocked it will be shipped out to you. An automatic email will be sent to you, once it does ship. Please note that your limited warranty will be extended for the amount of time you claim was delayed. If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20347307
  
  I am rejecting this response because:
  You are still selling the item on your website, so you are obviously not replacing warranty items, so you can sell them for a huge mark ********************************************

  

  Business Response

  Date: 08/01/2023

  Hello *****. Once again, our apologies for any inconvenience caused by your delayed claim. The Intex limited warranty will replace any defective component, we do not process full product replacements. Warranty orders are not fulfilled from full product inventory. Intex is working on a resolution, as soon as item 13041Eg is restocked, you warranty order be shipped. If you have any additional questions or concerns, please contact the ************** at ************.

• Initial Complaint

  Date:07/18/2023

  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.

  Intex is engaging in deceptive warranty practices. I bought an 10x30 intex pool set from Intex on 6/23. I had to wait until 6/28 to pick it up from my local *********** While filling it up noticed the liner had about an inch leak right at the seam. I called on 6/29 to initiate the claim. At such time I filled out the time an attached the receipt. I was told during the initial call it would take around two weeks for the replacement to arrive. Yesterday on 7/17 after the mail was delivered and still no liner I initiated a series of three calls to Intex. First call was regarding the fact my replacement still hadn't arrived yet. She claimed the receipt attachment wasn't there when the form said it was locked. She "unlocked" the form and I reattached the receipt. The first girl was rude and didn't seem to understand her job. So I called back. I called back asking for a supervisor after the first rep to make sure everything was set. Then they proceeded to ask for additional documentation treating the claim as though it wasn't submitted within their 14 period. I refused to take the additional steps because their system didn't process the original attachment. I tried to be patient, but I became extremely upset when the Supervisor called and the line was dead. I shouldn't have to complete additional steps just because their system screwed up. Their whole structure is basically a fraud to make you give up and buy more product.

  

  Business Response

  Date: 07/20/2023

  We apologize for any inconvenience you have encountered with your pool. Claim # ****** was initiated on 6-29-2023. Your claim was submitted;however, no receipt was attached to your claim.
  

  Your claim was resubmitted on 7-17-2023, more than 15 days after initiation. To process your claim in addition to the receipt, you are now required to upload cutouts of the defective pool. You will need to physically cut out the following from your defective pool liner: 1) INTEX Logo 2) and 6 x 6  from anywhere else of the defective pool. Note your claim number on the cutouts take a picture and upload via your claim. If you have any additional questions or concerns, please contact the ************** at ************.

  

  Business Response

  Date: 07/20/2023

  We apologize for any inconvenience you have encountered with your pool. Claim # ****** was initiated on 6-29-2023. Your claim was submitted;however, no receipt was attached to your claim.
  

  Your claim was resubmitted on 7-17-2023, more than 15 days after initiation. To process your claim in addition to the receipt, you are now required to upload cutouts of the defective pool. You will need to physically cut out the following from your defective pool liner: 1) INTEX Logo 2) and 6 x 6  from anywhere else of the defective pool. Note your claim number on the cutouts take a picture and upload via your claim. If you have any additional questions or concerns, please contact the ************** at ************.

• Initial Complaint

  Date:07/17/2023

  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 Intex pump, filter, and *** unit in July of 2022 to replace a three year old unit that the *** had failed - out of warranty of course. The new *** failed after just a few months. Claim was filed. Intex rep confirmed failure of the titanium electrode and approved the claim on 6/29/2023. Three weeks later and no part. **************** just keeps saying they do not have the part and have no idea when they will. Not acceptable. What good is the warranty if they can't honor it? May as well be a 50 year warranty if they won't fulfill their obligation. Today, they actually hung up on me. At this point I believe they either need to get me the covered part or replace the entire *** unit. The electrode needed is available through other sources online. Why can't they get me one?

  

  Business Response

  Date: 07/18/2023

  ****************, we apologize for any inconvenience you have encountered with your salt water system and our service center. We appreciate your feedback and will address your negative experience with our service agents. You claim, unfortunately is delayed.  We do not have a compatible substitution to offer.Intex does not process full product replacements, under the limited warranty,Intex will replace the defective component. As soon as the item is restocked, the item will be shipped to you. Please note that we will extend your warranty by the time your claim delayed. If you have any additional questions or concerns,please contact the ************** at ************.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20334478
  
  I am rejecting this response because:
  

  Intex knows they have a problem with frequent failures of these parts, yet they continue sell them.

  A warranty is not a warranty if the seller can't complete the warranty claim. It is instead a contract broken by Intex.
  

  If I can find this part for sale at distributors, why can't Intex get one to me? Or pull one from a unit they have and let THAT unit wait for the replacement.
  

  The inability of Intex to provide ANY KIND OF ESTIMATE for delivery of this part to fulfill the warranty is not acceptable.

  Am I to wait until this entire season is lost? That's not what I paid for.
  

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

  

  Business Response

  Date: 07/24/2023

  Once again, we appreciate your feedback and apologize for any inconvenience. We understand your frustration. Intex is working on a resolution, however are unable to provide you with an estimated delivery date. As soon as the item is restocked, it will ship out to you. 

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20334478
  
  I am rejecting this response because:
  

  You have not said anything different than from the first time I contacted your **************** nearly a  month ago, and all the contacts made in between.

  You are apparently still selling the complete unit, known as ECO20110-2, Intex item number 26679EG. It shows as available on your web site. There should be NO REASON you can't pull the titanium electrode out of a unit you have in inventory, box it, and ship it to me.
  

  Your warranty is worthless if you won't supply the required replacement.
  

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

  

  Business Response

  Date: 08/03/2023

  Hello ****, we appreciate your suggestion. However, it is not an action we can take.

  As previously communicated, your order would be shipped once the item was restocked. Item #*****, has been restocked and your warranty order #********* shipped on 8-2-2023, via **** (tracking #**************************).

  Estimated transit time is 7-9 business days. If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 08/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a soft side pool in 2021. Used it 3 months of each year over the summer months, total use time is 6 months. Live in PA and can only use 3 months of each year. I put it away each winter Sept-May. Went to put up this year and had a hole. My issue is that its not fair that I only used the pool for 6 months and they are not making it right. I cant help I live in ** and they are penalizing me. I think they need to change the warrant guidelines.

  

  Business Response

  Date: 07/18/2023

  Hello *****. We apologize for any inconvenience you have encountered with your pool and appreciate you feedback,however, we are unable to replace your Easy Set Pool. The limited warranty as noted in your Owners Manual is valid for 180 days from the date or purchase. Based off you purchase date, your limited warranty has expired. Intex cannot process a claim for a replacement. 

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20316454
  
  I am rejecting this response because: I do not feel thats its fair that the warranty is only 180 days when those of ** that live on the East coast only use the pool 90 days out of a year.  Most of the warranty is done while the pool is put away and jot even being used. Totally not fair. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/24/2023

  *****, once again we apologize for any inconvenience, however we cannot replace your Easy Set Pool. If you have any additional questions or concerns, please contact the ************** at ************.

• Initial Complaint

  Date:07/13/2023

  Type:Delivery 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 ordered an 18x52 liner from Intex on April 28. The liner was never delivered, because ***** damaged the package in shipping and considered it to be undeliverable. ***** told us that they only deal with the shipper, not the receiving customer for issues like that and that ********************** would need to contact them to resolve. Over the last several months we have tried to get Intex to reissue a replacement liner but to no avail. Their customer service tells us that they have to get a supervisor to look into it and call us back. This has not happened, and we have waited 3 months. When we email them they respond by saying that they cannot handle these issues via email and to call customer service. So we keep going around and around with no resolution and no pool liner. Terrible customer service!

  

  Business Response

  Date: 08/01/2023

  Hello *******. We sincerely apologize for any inconvenience you have encountered with your Intex order and our service center. Claim # ****** was initiated to reship your replacement liner. Warranty order # ********* was shipped via ***** (tracking # ************) on 7-31-2023. The expected delivery date is 8-3-2023.If you have any additional questions or concerns, please contact the ************** at ************.