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:07/05/2023

  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 an Intex Easy Set Pool for $543.11 on 7/11/2022. When we set it up, there was a hole in it. We were able to patch it and use it for the summer season. We contacted Intex right away to seek warranty/replacement. They advised us to use our pool for the season, then cut parts off and mail them and they would send a replacement. We did so and received our replacement in Jan 2023. We had concerns about a new one having defects, & that we wouldn't even know until summer. We were assured by cust service rep that if we had a problem, they would resolve it. We set our pool up for this season and this one has worse defects than the previous. Contrary tonwhat we were told, Intex customer service is now stating that we are not eligible for a replacement since the new one is now out of warranty. The expectation was that we would have had to set up and fill our new pool in the middle of winter to determine if there were any defects. I spoke to a cust service manager who claims she is the top of cust service. They are unwilling to resolve my issue. So far, I've spent $543 & have yet to receive an item that is defect free. I'm not asking for a refund. I just want what I paid for; an item that is not defective. Please help?

  

  Business Response

  Date: 07/10/2023

  Hello ****. We apologize for any inconvenience you have encountered with your Intex Easy Set Pool. As noted under the limited warranty of your Owners ******* ************ Warranty is valid for a period of 180 days from the date of the initial retail purchase. Based on the Target order and delivery confirmation you submitted via claim #******, you pool was delivered on 7-11-2022. The limited warranty for your Easy Set Pool expired on 1-7-2022.

  
  On 7-15-2022, agent advised of the warranty expiration date. She chose not to file a claim.

  
  On 9-19-2022, claim #****** was initiated, agent advised of the warranty expiration date.

  
  The required cutouts, were delivered to our warehouse on 10-14-2022 and your claim was approved, the same day.  Your replacement liner was shipped via warranty order #********* on 10-17-2022 and delivered on 10-21-2022, via ***** (tracking #************).

  
  Regretfully, we are unable to file a second claim.

  
  

• Initial Complaint

  Date:06/26/2023

  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.

  Faulty part *****, Titanium Electrode for 16in Sand Filter Combo 2021 Version purchased last year Pool/pump was only used for 2 months last year. tried to reopen poo this May and received Error code 90 Low Flow Tried everything, cleaned everything multiple times and troubleshot everything possible called into service ( What a JOKE) and was told the Titanium cell was bad. Was sent a replacement 2 Weeks later that also was faulty and did not work. Hired pool service repair and they agreed that everything was clean and set up properly and that the product was faulty Delivery time was way too long called in to have the replacement part replaced for 2nd time. still, no tracking information for the replacement part that was ordered /submitted for on June 12th THIS IS UNACCEPTABLE My 15k gallon swimming pool is a breeding cesspool for mosquitos because I can`t even run the pump to circulate the water. This is horrible customer service and here we are almost JULY and I still do not have the part that was promised for a second time. From June 12th. I called in to get a tracking number and I'm told that my claim is still pending. from the 12th? This is a JOKE.. As i'm still on a call for over 65 mins of my life that I can never get back for what?? To be told that the part is out of Warranty complete BS. The website has the part out of stock. So I'm wondering if your just sending broken parts out to customers and giving horrible customer service? This is SO WRONG and I will be on the lookout for a class action lawsuit for horrible company and faulty products. I want a New replacement product

  

  Business Response

  Date: 06/30/2023

  Hello ******. We apologize for any inconvenience you have encountered with your filtration and sanitation system.Error code 90 indicates a water flow issue, corrected by replacing the titanium electrode. The titanium electrode was replaced via Claim #******, shipped via Warranty Order #********* and delivered via **** on 6-6-2023, (Tracking # 92748999998098513060447569).

  
  As the error was not corrected, the next step is to replace the motor and control station. Claim #****** was initiated for a replacement. Warranty order was shipped on 6-30-2023 via ***** (tracking # ************), and is scheduled for delivery  on 7-5-2023.

  
  If you have any additional questions or concerns, please contact the ************** at ************. Our business hours are Monday Friday 8:30 am to 5:00 pm (PST).

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Easy Set 10' x 30" pool on 06/24/23 from Academy along with a ******* Clear **** pump. We had to order the cover from Amazon and it arrived on 06/25/23. We began to setup the pool and it was approximately 1/3 full (300+ gallons of water) when water began to spill out 1 of the 2 outlets. Upon inspection, we found that the outlet was not sealed and you could see light through it. Clearly a manufacturer's defect. We will be going back to Academy tomorrow to purchase another pool as our 4 year old daughter and 3 year old grand daughter do not understand why we would have to wait 2+ weeks to have a pool setup to follow the warranty instructions provided on Intex's website. We will send the defective product in, pay for shipping and insurance, but would like a refund on the purchase price of the pool plus tax ($54.11), the wasted 300+ gallons of water ($25.00), plus the cost of shipping and insurance (unknown at this time) plus a 20% handling fee applied to the total above to include the fuel and labor required to purchase a new item and ship the defective item back to them for inspection.Intex specifically forbids its customer's from returning defective items to the place of purchase and thus causing delays in the reimbursement/warranty process. Since it is 100+ degrees ALL WEEK this week in *****, I am hopeful Intex will understand our request to make an exception to their "replacement" policy as we will be purchasing another pool tomorrow. We ask they reimburse us for the original cost of the defective pool, and extra expense we incurred.

  

  Business Response

  Date: 07/01/2023

  Hello ********. We apologize for any inconvenience you have encountered with you Easy Set Pool. As noted under the terms and conditions of the Limited Warranty of your Owners Manual, the limited warranty for your Easy Set pool is valid for 180 days from the date of purchase. Before returning any product to the seller we highly recommend you contact our service center for product support.
  
  Also noted under the Limited Warranty. If the ************** directs you to return the product, please carefully package the product and send with shipping and insurance prepaid to the **************.

  
  Intex does not process any claims for water loss or shipping fees. Intex does not process any refunds, any refund would come from the retailer in accordance to their policy.
  We cannot comply with your refund request. If you have any additional questions or concerns, please contact the ************** at ************.

  
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20234861
  
  I am rejecting this response because: it is an unfair business practice to not accept responsibility for extra expenses incurred due to defective products.  However, thanks to the exceptional customer service of the retailer, they have refunded my money for your defective product. I would recommend anyone disregard the printing on the box that says not to return to the retailer the retailer will treat you right while Intex will give you a contractural runaround and not stand behind their product. 

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

  

  Business Response

  Date: 07/13/2023

  Hello ********. We are happy to hear the retailer was able to assist you with a refund.

   

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20234861
  
  I am rejecting this response because:

   

  The business did not resolve the issue and in their response to me they said they would not resolve it.  This is fine to close out as the retailer, not the supplier/product maker took care of me but I will not accept this business's response as I find it unacceptable to stand behind your product and pay for extra expenses incurred when you product fails -- completed products GL coverage exists for a reason and consumers should not be so thwarted by flimsy disclaimers or limitations because they are written on a piece of paper inside of a box that is only accessible and reviewable after purchase.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/18/2023

  Once again, we apologize for any inconvenience you encountered with you pool. We appreciate your feedback. 

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20234861
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/26/2023

  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 above ground pool on Amazon on 4-10-23 for therapy. On 6-1-23 I hired and paid $1000 to have the pool installed (I am 72 years old and on a fixed income). After they installed it they started filling it and found it was leaking at the seam. I contacted Intex on 6-7-23 and filed a warranty claim on the liner. I sent them proof of purchase and pictures showing the liner was defective. They informed me that I had to cut up the liner and send them pictures. I said what if I do this and my liner isn't replaced, they said that was their policy. My installer said it would cost me another $1000 to take the pool down and reinstall the new liner if and when I receive it. I don't have another $1000 and I don't agree with their policy of cutting up the liner, if the liner is defective and they are a reliable company they should replace it. I read the warranty I received with the pool and no where does it say the liner has to be cutup to be valid. I am disappointed that I won't have a pool this year for my therapy.

  

  Business Response

  Date: 07/01/2023

  Hello *******. We apologize for any inconvenience you have encountered with your pool and our service center.
  As noted under the terms and conditions of the Limited Warranty in your Owners Manual If the ************** directs you to return the product, please carefully package the product and send with shipping and insurance prepaid to the **************.
  
  To expedite the claim process,we are only asking that you upload images of cutouts. You will need to physically cut out the following from your defective pool liner: 1) INTEX Logo and 2) 6 x 6 from anywhere else of the defective pool.
  
  Based on the information you provided, your 24*12*52 Ultra XTR Frame Pool, is under a limited warranty for 2 years from the date of purchase.  You are eligible for a claim, however you must comply with the claim requirements.
  If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20232657
  
  I am rejecting this response because: I received an email from Intex stating my claim has been denied because it is no longer under warranty but I was told the liner has a 2 year warranty and I just purchased the pool a few months ago.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/14/2023

  Hello *******. Our service center attempted to contact you at the 2 phone numbers on file, regretfully, there was no answer. To process your claim #******, all we need is for you to upload images of the required cutouts. Your Amazon order and delivery confirmation is on file, and you are within the limited 2 year warranty, we apologize for any miscommunication. If you have any additional questions or concerns, please contact the ************** at ************. 

• Initial Complaint

  Date:06/23/2023

  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 ordered a part that was listed in stock on their web site. I did not receive a confirmation email with an order number. I paid extra for 2 day shipping of the part. I have not received anything from this business. I called today because I am still waiting for the part. My credit card was charged on Monday. NOONE in their customer service department would help me or transfer me to someone that could. The answer from all of the hard to understand customer service reps was to call and dispute the charge on my credit card. They don't really know what I can do about the part. The last person I talked to was mad because I said ********. I apologized but really it is. I am not sure how they can not find in their financial system my name and the amount charged. What a joke. I am pretty sure the call center is not in *****************. I have never been treated like such c*** by customer service in my life.

  

  Business Response

  Date: 07/01/2023

  Hello *****. We apologize for any inconvenience you have encountered with your order and our service center.

  An error in our system, did not allow the order to be fulfilled. We have requested a credit to your account.

  We will ship item #***** SHAFT ADAPTER FOR *****, via ***** ground. Once the item ships, an automatic email will be sent with order and tracking information.

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

  Customer Answer

  Date: 07/06/2023

   
  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:06/22/2023

  Type:Sales and Advertising 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 pump 26647EG SX2800 ******* Clear Sand ************* on Amazon. Before purchasing, I check that Intex supports the purchase and honors their warranty through them. I spent $246.99 plus tax on the pump. I received this pump in April and have had it up and working since the end of May. I actually really like the product. We have had this pump running for 10 hours on 14 hours off - so no excessive use. I called to file a complaint and their response is to send me a motor. Not a pump or just the pump, a motor. Which means I have to hire someone to work on a pump that has been purchased less than 90 days ago. I am unable to work on said pump or "hire an electrician" as the customer service representative said so I am out the chemicals, cleaning time, etc. until I can purchase another one. There is no tutorial, work instruction, or reasonable understanding of how to replace a motor inside a faulty pump and I do not believe a consumer should be expected to work on or fix a product that has failed in less than 90 days.

  

  Business Response

  Date: 06/30/2023

  Hello *******. We apologize for the unfortunate experience you have had with your H****35323837363**536H Sand Filter and the miscommunication with our service Center.
  
  Claim #******, was filed on 6-22-2023, for Item *****, the ********** and Control Station. There is no need to hire an electrician, as there is no need install a motor. We are replacing the pump motor and housing.
  
  Please reference page 4 of your Owners Manual, we are replacing part #**. You will need to remove the pre filter basket (part #**) and the interconnecting hose (part #**), the inlet and outlet hoses from your pool and reinstall to your replacement pump motor and control station.

  
  You claim was approved and shipped under warranty order #*********, via ***** (tracking #************), your order is set to be delivered by 7-1-2023. Upon delivery,should you have any further questions or concerns, please contact our service center at ************ for additional support. Our business hours are Monday Friday 8:30 am to 5:00 pm (PST).

• Initial Complaint

  Date:06/21/2023

  Type:Order 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 new inflatable hot tub in February 2023 and set it up in April 2023. Several pieces were broken or missing, including the internal light and the correct cover. I replaced those myself, but the control panel on the base unit was also broken. I called intex and they sent a replacement control panel, which immediately displayed an error code when I tried to connect it. I email intext three weeks ago and received no reply. I called intex today and they agreed to send me another control unit, but the link they sent me to do this is broken.I need this hot tub replaced with one that works or refunded.

  

  Business Response

  Date: 06/28/2023

  **********************, we apologize for any inconvenience you have encountered with your spa and our service center.Claim #****** was filed on 5-10-2023. It was shipped via Warranty Order #*********, delivered via **** 9274899999809851306043043,on 5-22-2023.
  
  On 6-21-2023, Claim #****** was filed to replace, once again a broken panel. However, if you have an error code on your panel, please contact our service center at ************. An error code may be resolved by following some troubleshooting steps. Our business hours are Monday Friday 8:30 am 5:00 pm. PST. You may also contact us via chat *****************************************************, available Monday Friday 9:00 am 4:00 pm. PST.

  
  As noted under the Limited Warranty section of your Owners Manual, Intex will replace the defective component. We do not process full product replacements. We cannot assist you with a refund, any refund would come from the retailer in accordance to their policy. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20218309
  
  I am rejecting this response because: I followed the instructions when I called the last time, which involved both unplugging the spa itself and also disconnecting, resetting, and reconnecting the control panel. It still shows the error code after I follow these steps. I did not follow the instructions to cut the cord to the spa for some reason because that made no sense. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/01/2023

  We apologize for any inconvenience.  We cannot process a claim, until we determine the defective component. We need to troubleshoot the error codes on your panel. You will need to contact our service center, follow the troubleshooting steps, before moving forward with a second claim. 

• Initial Complaint

  Date:06/21/2023

  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 bought an Intex pool last year, it has a 2 year warranty. The pool collapsed, and a large tear in the liner along with several support poles were damaged. Intex agreed the warranty would be utilized but stated they wont send more than 8 replacement parts. I did not find anything in the warranty limiting the replacement parts. Every time I call Intex now, they claim to have no record of me calling and refuse to give me a claim number to reference. I have been told to call back tomorrow, they will call me back within 48 hours, yet zero help and shockingly no call back. I also was told to go online and submit a form along with photos of the damages, which I did on June 5th and was told again I would receive a call back within *************************** $2,200 and I certainly would like them to honor their warranty. I do have a screenshot from Intex acknowledging they received my inquiry and photos on June 5th.

  

  Business Response

  Date: 06/24/2023

  We apologize for any inconvenience you have encountered with your pool. The limited manufacturer warranty is against any manufacturer defect. To determine claim eligibility, you will need to contact our service center for further assistance. Please call **************,our business hours are Monday Friday 8:00 am 5:00 pm. PST. You may also contact us via chat, ***********************************************************; Hours are Monday Friday 9:00 am 4:00 pm.PST.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20194105
  
  I am rejecting this response because: 

  I have called them numerous times, Ive went online and submitted a claim request with photos etc.. I still get nothing when I call, they claim to have no knowledge of me ever calling or sending the claim via the internet.

  The last time I called, the gentleman I spoke with stated it would be covered and asked what parts I needed. I began explaining the parts I needed and was cut off, advised they wont send more than 8 parts. I asked for a new pool all together, and I was advised to contact Amazon. Well, Amazon is the holder of the warranty.

  I have had Intex pools for 18 years, never once had an issue, this is certainly a manufacturer issue. 
  

  I wont call and sit in hold for 30 minutes, I have done this 7 times over the last 3-4 weeks. 
  

  Feel free to contact me. ************

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

  

  Business Response

  Date: 07/01/2023

  Once again, we apologize for any inconvenience.  To resolve your particular situation you will need to contact our service center.  

  
  Please call **************, our business hours are Monday Friday 8:00 am 5:00 pm. PST.

  
  We now have a chat option available Monday Friday 9:00 am 4:00 pm. PST.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20194105
  
  I am rejecting this response because: I called the **************. It stated I have been selected for a $100 ******* Gift card press 1. I hung up re-checked the number and called again, this time it stated I was selected for a $100 rebate, select 1. I was never prompted with any other option than to select option 1. 
  

  Sure seems like a scam if I cant get a representative and my only option is to receive a $100 ******* gift card instead of speaking with a representative of Intex. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/14/2023

  Hello ****. Our service center attempted to contact you on 7-14-2023 at the number on file. A detailed voicemail was left. Please contact us at ************ for further assistance. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST. You may also try our new chat option via ******************************************************. Chat hours are Monday - Friday 9:00 am - 4:00 pm. PST. 

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20194105
  
  I am rejecting this response because:  

  I will accept the response when I receive the replacement parts. I have now uploaded documents 3 times for this warranty claim, and yet received another email last night requesting the documentation again. Please figure out how to manage your claims, it has been 40 days since I uploaded documents the first time, its time to get this done, if you do not intend to honor your warranty then just say so, I can start working on court filings. 

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

  

  Business Response

  Date: 07/20/2023

  Hello ****. You initiated Claim #****** on 7-14-2023, via our service center.  Your claim was submitted with all required information on 7-16-2023 and it was approved 7-17-2023. Your warranty order #*********, was shipped via an LTL carrier on 7-18-2023. XPO LTL ***************) will contact you to coordinate delivery on our about 7-24-2023. Shipment # *********. If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 07/20/2023

   
  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.
  

  I believe the product will arrive as scheduled and the issue appears to have been resolved at this time.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/21/2023

  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.

  On June 9, 2023 I purchased an Intex sand filter pump for my above the ground pool. It was delivered on June 12 and on June 13. We put it together. After the pool has been filled with the water and chemicals Ive been placed in. We turn the pump on but something didnt seem right there was no pressure coming out so we turn the pump off gave it a couple of minutes and tried to pump again. We followed all the instructions to the tea and still nothing has changed so I decided to call the support number on the front of the manual to get some help. The first call I made the agent was I guess frustrated because she had to deal with me and ended up hanging up on me. The second representative was more helpful. However, they require the customer to troubleshoot in ********************** product and then call and let them know what the problem is. So basically, the customer has to figure out whats wrong with another companies item, even though they didnt build or create the item and then report it to the company who built and created the item because they dont know. He ended up hanging up on me when I asked to speak with a supervisor. I took a break went back outside and tried to figure out the pump issue again I once again turned it on then green stuff started shooting out into my pool so now my pool is green , which means I have to empty the pool and fill it up again. It is so expensive to fill up **** gallons of water but now Im required to do so because I was unable to get help from the company who created the product. so I once again call the number, knowing I wasnt going to get any help, but was still hopeful. Unfortunately I got the same response. I also have 2 out of the 4 conversations recorded on video. At this point I just need some help and somebody needs to pay for my water bill this month.

  

  Business Response

  Date: 06/24/2023

  Ms. ********, we apologize for any inconvenience you have encountered with your sand filter. Under the limited manufacturer warranty, Intex will replace the defective component. To determine what part, if any needs to be replaced, we do ask the consumer to perform troubleshooting steps, with the guidance and support of the service agent. We apologize if this was not the case. Please contact our consumer support center via phone at ************, our business hours are Monday Friday 8:30 am 5:00 pm. PST. You may also contact us via chat ************************************************************ Friday 9:00 am 4:00 pm. PST.

  
  Note: As noted on your Owners Manual, Intex does not process any reimbursements for water loss. 

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a inflatable boat from Amazon,A Intex model #*****EP Just took out of box has a manufacturer defect a small hole in the hull which will leak water, a danger

  

  Business Response

  Date: 06/23/2023

  Hello *******. As noted on the Owners Manual, the limited warranty on your boat/kayak is valid for 90 days from the date of purchase. Based of the information provided to our consumer service agent on , you purchased the Mariner 4 Inflatable Boat Set - 4 Person SKU: 68376EP on 11-28-2022, via Amazon. You are past the limited warranty period, Intex cannot assist with a replacement. If you have any additional questions or concerns, please contact the ************** at ************.