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:06/12/2023

  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.

  On June 10,2023 I attempted to order a replacement 10ftx30" metal frame liner and 10ft cover to our Intex pool. We had bought a complete pool at a retailer the year before and without fault to that original product, we needed to replace the liner only. I used my ************************* card to check out on my first attempt. That payment was declined and displayed a pop up window. I verified that method was insufficient of the total. I then used my ******************** Mastercard, which was declined for payment three times with the same pop up. The two items are still sitting in my cart on the website as if not purchased, screenshot attached. My Mastercard was charged the $110.84 three separate times but never the ***************** There are not three separate existing orders, or email confirmations to ****************************** as provided on the order form or proof of the transactions completing other than the three pending charges to my checking account, screenshot attached. I called the Intex Corp customer service number ************ on June 12, 2023 the representative's name was *******. I phonetically spelled my full name for ******* and explained the above problem. I offered my address, phone number, last 4 digits of the payment card in question to verify if any of the three transactions created open orders. ******* advised he did not have the ability to look up my order without my full credit card number which I respectfully declined to provide due to the nature of my issue being directly related to unauthorized multiple transactions with it. Before ending the call, I confirmed my phone number is the reference number of the call occurring and that I should restart my cell phone to correct the website as the only help available to me, without my full credit card number. All three charges will be disputed as fraud with my bank and the card is cancelled as compromised. I will file criminal charges if the business fails to respond to this complaint.

  

  Business Response

  Date: 06/30/2023

  Hello *****. We apologize for any inconvenience you have encountered with your Intex order and our service center. Due to the personal information involved in this situation, a member of our management, will be contacting you to resolve the situation. 

• Initial Complaint

  Date:06/12/2023

  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 pool 11/2022 and when attempting to assemble it 5/2023 I realized I was missing the horizontal beams and legs. After calling and requesting a Supervisor several times I was never called back. Made several more calls to be told there was nothing they could do since it had been so long. 06/01/2023 I place an order with Intex for the parts that I am missing, Order#********* Qty. 22 horizontal beams, Qty 22 vertical legs, Qty 22 spring pins total cost being $746.04. The parts were delivered by Fed Ex one box arrived 6/8 and 2 additional boxes arrived 6/9. I received only 20 horizontal beams, and 0 spring pins. I immediately called them, and once again they are of no help to me, I am told they will open an investigation with Fed Ex, although they clearly only sent me 1 box, a case pack (picture include) of 20 horizontal beams, this has nothing to do with Fed Ex, they failed to send the correct quantity of parts, Fed Ex did not lose these parts. I now have a pool in my back yard that I cannot put up because of their failure, not once, but twice on sending the correct parts. When I called, I again requested to speak with a Supervisor, and again they tell me that all the Supervisors are busy and they will call me back. Only problem is, they never call back, and they offer no resolution other than to tell me to purchase more parts from them. With the cost of the pool I originally purchased, and now the cost of the replacement parts I am out about $1500 and the pool is laying in my backyard unassembled.

  

  Business Response

  Date: 06/30/2023

  We apologize for any inconvenience you have encountered with your pool and our service center. We are sorry to hear your initial purchase was sent to you incomplete. Unfortunately,if the retailer/seller sent an incomplete pool set, we are not able to file claim,as this is not a manufacturer defect. A call back request was summited on 5-31-2023. A management team member, responded to your call back request on 6-1-2023 @10:37 am PST and on 6-2-2023 @4:26 pm PST. Two detailed voicemails were left at the number on file.
  
  For your order #*********, a member of our management team has attempted to reach out to you, to discuss your options,a detailed voicemail was left at the number on file on 6-30-2023 @11:15am. Please contact our service center at ************ for further assistance. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20167516
  
  I am rejecting this response because:
  The manufacturer has the responsibility to ensure that the product was properly packaged regardless of what retailer sold it.  On the outside of the box and in the assembly instructions it CLEARLY says to NOT return it to the retailer,  but to contact Intex directly. When I then was left with no choice but to purchase the missing parts directly from Intex,  that order was also incomplete.  I spoke on the phone to several Intex representatives and was told to file a warranty claim online,  and even though I provided the receipt DIRECTLY from Intex,  they once again denied that and have never made any attempt to make it right.   I have lost so much money and time during the entire situation and Intex has shown no interest in helping me get this resolved 

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

  

  Business Response

  Date: 07/14/2023

  Hello ****. Packages are weighed for quality control purposes,before shipping out to retailers. We are sorry to hear the retailer shipped you an incomplete pool.

  
  We apologize for any inconvenience you have had with your Intex order  # 200939918. Claim # ****** has been initiated to replace your missing items. Please allow 3-4 business day to process and ship out your warranty order. Once your order ships out, you will get an automatic email with tracking information.  
  

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

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Intex pool May 31st. Started to put together and there was a Filter hose nut missing. My husband called intex customer service and spoke with a very rude woman. He was told it would take 2 weeks to get this part. I then called and spoke with a gentleman who said it would take 1 week but if we wanted we could buy the part on amazon for approx. $30. I asked to speak with a supervisor/manager and was told they aren't available to speak with customers. The fact that you buy a product and the company can't stand behind their product or help the customer is getting terrible.

  

  Business Response

  Date: 06/08/2023

  We apologize for any inconvenience you have encountered with your pool and our service center. Intex will gladly ship out any missing parts, via a warranty claim. Claim #******, was filed on 6-8-2023.To process the claim please upload, via the warranty claim, a copy of your receipt. Once you upload, please submit your claim. Please allow 3-4 business days to process the claim, generate an order, fulfill and ship the order. Once the item ships, you will receive an automatic email with tracking information.

   

  Please note, warranty orders ship via ***** ground, transit time to your state, is between ***** business days.

   

  Our service center is an inbound call center, we are sorry to hear our service agent was unable to resolve the situation. In the event the consumer is not satisfied with our service agent, and you wish to escalate your concern. The agent will submit a call back request. Our management team responded to your request on 6-8-2023.

   

  If you have any further questions or concerns, please contact our ************** ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.

   

• Initial Complaint

  Date:06/05/2023

  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.

  Ordered a pump for my pool through Amazon. It was missing some parts. I cakes intex, the company of the filter I ordered. I filled a claim for my missing pieces in the beginning of May. It says in the claim that if it is not spruced in 1-2 business days to call. I have done this and it is still sitting waiting for approval. The status of my pool is waiting on this approval status. It has been a month and I am still waiting. I want the company to follow through with their timeliness.

  

  Business Response

  Date: 06/07/2023

  Hello ********. We apologize for any delay with your claim. Claim # ****** was filed for item #*****EG (1500GAL FILTER PUMP HOUSING AND MOTOR) and item #***** (Plunger Valve). The plunger valve is not covered under the limited warranty. As noted on your Owners Manual, when the pump is purchased individually, this part is not included. On 5-15-2023, the claim was rejected. We understand this has caused you an inconvenience and we have approved the claim for both items. Warranty order #*********, was shipped on via ***** (tracking #************). You order is expected to be delivered  by Tuesday
  6-13-2023. If you have any additional questions or concerns, please contact the ************** at ************. 

• Initial Complaint

  Date:06/05/2023

  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 bought a Metal Frame 18' x 48'' Above Ground Intex Pool w/ Filter Pump last year and everything worked as expected. I took it down last fall and store it in our basement. I have since taken it out and set it up. As I am now filling it again i am finding pin hole after pin hole in the liner. This is getting extremely frustrating. I also have bigger holes along the seams. I have gone through four patch kits repairing them as i fill the pool in hopes it will hold. I had a similar issue with one of their pools where the inflatable top punctured. I should not have to babysit putting water in a pool, if this is made the way its supposed to be made. It appears as the quality is lacking. Either have them send a check for the purchase price of the pool or send a new pool. Thanks, ***************************

  

  Business Response

  Date: 06/05/2023

  Hello ******. We apologize for any inconvenience you have encountered with your pool. The limited manufacturer warranty against any manufacturer defect for the metal frame pool is valid for 1 year from the date of purchase. As noted in your Owners Manual, a sales receipt (order and delivery confirmation for online orders) must accompany any warranty claim. If you have your sales receipt and it is dated within a year, please contact our service center at ************, for further assistance. Our business hours are Monday Friday 8:30 am 5:00pm PST.
  
  Unfortunately, we cannot assist you with a refund, any refund would come from the retailer in accordance to their policy.

• Initial Complaint

  Date:06/01/2023

  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 my intex pool through Amazon in late June of last year. I used it for two months last year and stored it. I filled it a few days ago only to find at least ***** holes in the liner. I contacted the company and was told they only have a six month warranty. I didnt even get six months of use out of it.

  

  Business Response

  Date: 06/02/2023

  Ms. ******** We apologize for any inconvenience you have encountered with your Easy Set pool. As noted in your Owners Manual, the limited manufacturer warranty is valid for 180 days from the date of purchase. Per the Amazon order and delivery confirmation you provided, you order was shipped on 6-27-2022. The limited warranty expired on 12-27-2022.We are unable to comply with your request, we cannot file a claim for a replacement.Intex does not process refunds, any refund would come from the retailer in accordance to their policy.

• Initial Complaint

  Date:06/01/2023

  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 an intex greywood inflatable spa on 8/9/2021. The pump stopped working and was replaced by Intex on 5/12/22. The pump is, again, defective and leaking, causing the entire hot tub to drain slowly. I first contacted intext on 4/16/23 to inform them that the pump is not working. In the attached response, the agent indicates that the pump has a one year warranty. Per this instruction, it should be replaced given that it stopped working within the year. I called the company to follow up on 4/25/23. I was on the phone for 57 minutes. No resolution, the agent was not even able to comprehend what I was saying. When I asked to be transferred to a manager I was placed on a long hold and then sent to another agent, where I tried to explain again and was eventually hung up on when I asked for corporate office contact information. I reached out a second time, see attached, and was told that the year has passed (which it now has but not since the first inquiry). There is no way on their support site to respond to their responses, so you have to start over from scratch every time. They have a live chat feature that is never available, it tell you that it is outside of their hours, even though it is not. Calling is an absolute joke and I do not have time for it. Per their one year policy, the pump IS STILL under warranty as of the original date the claim was filed, and it should be replaced or the entire unit should be if it is not available.

  

  Business Response

  Date: 06/01/2023

  Ms. ***** we apologize for any inconvenience you have encountered with your spa and our service center.  Per the information on file, you purchased your spa on 8-9-2021. On 5-12-2022, claim #****** was initiated to replace the spa control base, item #*****. The item was shipped under warranty order #**********on 5-13-2022, via ***** (tracking # ***********) and delivered on 5-23-2022.
  
  As noted on your owners manual, the limited manufacturer warranty for the spa is valid for 1 year from the date of purchase. The warranty does not reset with a replacement. Per your purchase date of 8-9-2021, the limited warranty for your spa expired on 8-9-2022. We are unable to comply with your request, we cannot replace the control base via a warranty claim. 

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20130578
  
  I am rejecting this response because:

  You can see in writing where your agent informed me that the replacement part has a one year warranty.  Furthermore, the phone agent initially told me so sorry they cannot replace because it is out of stock not out of warranty.

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

  

  Business Response

  Date: 06/02/2023

  
  Once again, we apologize for any inconvenience. The 1-year warranty applies to full product purchases and not replacement parts. We are unable to replace any parts under warranty.
  ***************************************************************
  

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20130578
  
  I am rejecting this response because it is unfortunate that your agents do not know your own policy. However, since I was misdirected by them, not once, but twice both on the phone, and Im writing in the attached, I feel strongly you should honor the response of your employees.

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

  

  Business Response

  Date: 06/07/2023

  Ms. ****. Intex will not replace any part of your spa, as your limited warranty has expired. Our team advised you that the warranty does not reset. 

  Per your email inquiry #******, "I have the gray wood deluxe, spa, the larger version, the pump was replaced last year due to a defect, and it is again leaking inside. I have done all of the troubleshooting I have taken it apart. I have attempted to fix the problem however it is leaking internally somewhere I aware that the spa itself is probably out of warranty, however, given that the pump was just replaced last year with a brand new one. I am hoping that one is still covered since it appears to be an ongoing defect. "

  Our team responded, "Unfortunately, we  offer one year warranty for that item.  Any exchange would come from the retailer in accordance to their policy.  We sincerely apologize for any inconvenience."

  Per your email inquiry #******, "First of all- this is now the FIFTH inquiry being sent about this.  They continue to be dismissed and closed with no opportunity to respond on my end.  The customer service phone # you get hung up on and the live chat no one is ever available even within the window they are listed as being open.  My spa IS from 2021.  The control based was replaced LAST YEAR.  So it has been less than a year since I contacted you about it leaking this year, you just continue to dismiss me so that you can say time has expired.  I have it all on record, fortunately.  I am requesting the part be replaced, although I see it is not available for order on your site.  It is leaking somewhere inside of the pump, it is NOT the connectors to the tub.  At this point it has fully drained twice.  If the part cannot be replaced, I am requesting the entire spa be replaced given the cost and the fact that this is now the SECOND time the pump has been defective.  PLEASE RESPOND and give contact information for your corporate office as well.  A phone #, email, and fax."

  Our team responded, "So sorry for the inconvenienced it caused. Per checking the system, you purchased the spa set on 8.9.2021, and we replaced the base to you on 5.12.2022, since spa only come with 1 year warranty, the warranty cannot be re-start,it start from the date you purchase the item. I really understand your frustration and we are so sorry for this situation.

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20130578
  
  I am rejecting this response because:

  Again, as you see in what i was told the parts have a one year warranty... the pump was replaced by intex, NOT the retailer in the first year that I purchased the spa.  The pump then died again within the one year of it being replaced.  They are contradicting their own words and policies to avoid providing the service they promise.  It is infuriating.

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

  

  Business Response

  Date: 06/09/2023

  ******** ********************** is in compliance with our Limited Warranty Policy, written in your Owner's Manual. We will not be replacing any part of your spa, as you are outside the warranty period. We apologize for any inconvenience. 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20130578
  
  I am rejecting this response because: a written policy is great, however when you contact customer service and ask for an exception due to what is a clear product defect and the support agents then do not know the policy and refer to others, you should be able to trust what you are being told and they should honor what they are telling you.  As a company, when you are not honoring what your agents are putting out there to customers, in writing, no less, it is abysmal and you should be ashamed.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/24/2023

  
  Once again, we apologize for any inconvenience, however Intex will not be replacing any part of your spa. If you have any additional questions or concerns, please contact the ************** at ************.

  

  Business Response

  Date: 06/24/2023

  
  Once again, we apologize for any inconvenience, however Intex will not be replacing any part of your spa. If you have any additional questions or concerns, please contact the ************** at ************.

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Intex 16x48 Prism Frame premium pool set (module B 16'x48' F G01 20 R0) directly from the Intex website on February 22, 2023. I attempted to install the pool on Sunday May 13, 2023, and after trying to set the pool up, noticed that the horizonal beams that came with the kit were too short for this pool. Called Intex ***************** and they created a claim (******), with order # *********, and was supposed to ship in 2-3 days. The parts never shipped. Called back on Monday May 22, 2023, and talked to another customer service rep, who told me that the original order never shipped as the parts were discontinued. They created another claim (******) and shipped different parts. Received these parts on May 24th, and they too were incorrect as well. Called back once again, and was told that they had already fixed, but I see where nothing has been done. The original claim is still saying waiting for shipment. So over 2 hours on hold and on phone with customer support, and I still don't have my correct parts.I really have no confidence that this company will ship me the correct parts. ********* in the kit they sent were 33 5/8 inches long, and they need to be at least 36 inches. I asked for the dimension of the replacement parts they are sending, but they couldn't get me an answer.

  

  Business Response

  Date: 05/30/2023

  **************. We sincerely apologize for all the inconveniences you have encountered with your pool. Claim #******, was initiated to replace the horizontal beams for your pool. Warranty order #********* was shipped on 5-26-2022, via FED EX (************) and is scheduled for delivery on 6-2-2023. If you have any additional questions or concerns, please contact our ************** ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.

  Customer Answer

  Date: 06/04/2023

   
  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.  Intex called me and was able to ship me the correct parts.  I have installed the parts and are now enjoying our new pool.

   

  Thanks for the help.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/22/2023

  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 an Intex pump base in September 2022.By May 2023, less than 8 months later, it was non functional because of an electrical problem.I purchased that pump base in September of 2022 to replace the pump base that I had purchased in October of ********************************** May of 2022 because of severe leaking.Yes, that's two pumps, neither of which lasted more than 8 months.One was about $280.00 the next one was about $316.00.In both cases the customer service people we very evasive about whether I had a claim, repeatedly asked where I bought the pump base, and about my receipts.In both cases I bought the pump from them, but they didn't seem to have a record of the transaction. These pumps have no replaceable parts, cannot be serviced by Intex or anyone else, and have a 90 DAY warranty.That's right, 90 days.Intex expects you to buy FOUR of these pumps a year.They have no provision to discount the next pump that you will inevitably have to buy. Rather, they focus their customer service efforts on blaming the customer for the problem because they didn't do the proper maintenance on their pump, or can't produce their records. As a Doctor and a Professor ********** I'm amazed at the callousness by any corporation regarding repeated problems with the quality and warranty of their products.Either charge more for the product to make it more durable, or provide better coverage for those customers who are just trying to get the value you promised them in your advertising.

  

  Business Response

  Date: 05/25/2023

  **************, we apologize for the unfortunate experience you have encountered with your spa. A claim was initiated for the spa control base you purchased on 9-9-2022. Claim #****** for item 12835G was approved and shipped under warranty order #*********, via ***** (tracking #************). Your order is scheduled to be delivered by Tuesday. 5-30-2023.If you have any further questions or concerns, please contact our service center at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.

• Initial Complaint

  Date:05/18/2023

  Type:Sales and Advertising 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.

  Hello,on 3/30/2023 I purchased the Intex 24x52 ultra xtr frame round swimming pool set with sand filter pump thru ********** for $1288.93. The model number of this item is B:24' X 52" ** G05 23 R0 (732CM X 132CM) 12439E. I am a single mother working 2 jobs and the first time i was able to get to put the pool up was this past mothers day May14th. This took several hours and prior site clearance. Once the pool was up we began to fill this. After few hours of this filling and now what we know water wasted, there was a puddle of water coming from the bottom of the pool. After inspection we found a pin size hole at the seam of the bottom of the pool. I contacted intex on 5.15.23 via phone and there was no answer so i tried via chat. I was talking to ******* via chat who was rude and not helfpul. She began asking questions about the site and if we had to get it ready and I answered those questions. I misspoke and when i tried to correct myself she would not listen and just copied the chat where i misspoke and stated the warranty was now invalidated. She would not listen to me and when i asked to be transferred to a manager she stated she could not do that and i would need to reach out via phone. i did this twice and no answer. The first time someone picked up but would not speak so i had to hang up and try again. I then submitted an inquiry via the website and have now given it 2 business days to respond and they have not. All i want is for intex to do the right thing and replace the defective liner. Its not ok that they sell a defective item and dont stand by their product that comes with a 2 year warranty.

  

  Business Response

  Date: 05/19/2023

  ********************, we apologize for the unfortunate experience with your pool and our service center. Your email inquiry #****** was submitted on 5-15-2023, a response was emailed to you on 5-16-2023, we requested additional information. On 5-17-2023 via email inquiry #******, you provided the requested information. On 5-18-2023, a reply was emailed to you, with your claim number. Claim #***** was initiated for the replacement of your pool liner.
  
  A claim for a replacement liner requires cutouts of your defective liner.
  You will need to physically cut out the following from your defective pool liner:
  1. INTEX Logo
  2. ************************* any other area
  You are required to write the claim number on the cut outs and take a picture.
  This picture will be uploaded via your claim along with your proof of purchase.

  
  Please read claim thoroughly. If you have any further questions or need further assistance, don't hesitate to contact ** by calling our service center at ************. Our business hours are Monday -Friday 8:30 am - 5:00 pm. PST.

  Customer Answer

  Date: 05/22/2023

   
  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 as long as I receive the replacement and it is not defective. Claim was just approved today. 
  
  Sincerely,
  
  *****************************