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:04/28/2023

  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.

  Hot tub never worked after 3 uses. Warranty customer service near impossible to get in touch with and by the time they finally string you along warranty has expired. The process to troubleshoot is nil and it feels intentional that the process is so daunting. The hot tub becomes junk really fast with no feasible fixing solutions except exhange for new (not refurbished). The purchase of 1k for their inflatable hot tubs feels like a scam and they should not be in business allowed to sell these inflatable items to anyone.

  Customer Answer

  Date: 04/29/2023

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

  

  Business Response

  Date: 05/04/2023

  We apologize for any inconvenience you have encountered with your spa. We have no record of any contact on your behalf under your name, phone number or email. As noted under the limited warranty section of your Owners Manual; the limited warranty on Intex spas is valid for 1 year from the date of purchase. A copy of your original sales receipt is required. We replace the defective component. To determine the defective component, we do need your assistance in performing troubleshooting steps. Please contact our service center at ************. Our business hours are Monday Friday 8:30 am 5:00 pm. PST. 

   

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19993170
  
  I am rejecting this response because: it has been impossible to get anyone on the phone in a timely manner. The product should last longer but instead it has a 10 month to 14 month shelf life. With a very inconvenient warranty/trouble shooting process...
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/09/2023

  We are sorry to hear you are having difficulty contacting our service center. Our consumer service center is open Monday - Friday 8:30 am - 5:00 pm. PST. Our number is ************, as we prepare for the the summer demand our service center is currently experiencing low call volumes. We now offer a chat option via our website intexcorp.com, a live agent can assist you via chat from 9:00 am - 4:00 pm. PST. I encourage you reach out to ** to resolve your situation.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19993170
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 order on 4/15 and attempted to cancel the next day but office closed. Chatted in first thing to cancel the order, but was told that I could not cancel since it was pending shipment. I was explained I needed to wait to get the tracking number and contact ***** to cancel. I did contact them as well once I received the tracking number as I was told. Per ***** the sender is the one that needed to send a request or call. I reached back out to Intex and they told me that they are not able to send a request to cancel. Explained I was trying to get this cancelled or refused since I did have to leave and not be at the home due to emergency. They explained there is nothing they can do and refused to send the request to cancel shipment. That I needed to figure out how to refuse or send it back.

  

  Business Response

  Date: 04/28/2023

  
  We apologize for any inconvenience you have experienced with your order. Order #*********, for item 68588WL (QTY. 6), was placed on 4-15-2023.

  
  You reached out to our service center on 4-17-2023 @ 9:30 am via chat, inquiring on a delivery date. The agent advised of a delivery time frame, and the chat ended/disconnected.
  
  You reached out to our service center via chat once again at 10:49 am. Agent advised that the order was awaiting shipment and we could not cancel your order.
  
  The order had been fulfilled and was ready for shipment, once an order is awaiting shipment, we are no longer able to cancel your order. Per the terms and conditions of your sales order, if you would like to process a return you will need to ship the items back at your expense for a partial refund (shipping fees are non-refundable).In some cases, you may be able to refuse delivery, ***** will send the package back to our warehouse and once received we will process a partial refund (shipping fees are non-refundable). 

• Initial Complaint

  Date:04/20/2023

  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.

  Intex was unable to modify my order or cancel my order after making several attempts. ******** service agent was very unhelpful and was refused any kind of resolution, was actually worse after making a claim and dealing with the claims agent.

  

  Business Response

  Date: 04/20/2023

  We apologize for any inconvenience you have encountered with your Intex order #*********. Once an order is placed, we are unable to modify/edit any order. Once an order is fulfilled and awaiting shipment, we are unable to cancel an order.  Your order was placed on 4-10-2023 at 3:56 pm.Your order was fulfilled on 4-11-2023 and ready for shipment at 7:25 am.
  
  You contacted our consumer service center on 4-11-2023 at 9:40 am. Our agent advised you of your order status,awaiting shipment, therefore unable to cancel your order.
  
  You contacted our service center a second time at 9:57 am, our agent once again advised you of the order status,awaiting shipment, therefore unable to cancel your order. You were advised of our return policy and your request to speak to a management team member was submitted.
  
  
  Per your call with our consumer service manager, once an order has been fulfilled and awaiting shipment, we are unable to cancel your order.  We are unable to comply with your request. We cannot waive shipping fees for this or any future orders. 
  
  If you have any additional questions or concerns, please contact the ************** at ************.
  

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19925253
  
  I am rejecting this response because:

  I was unable to modify the order at any point, when i made several attempts to contact customer service all I received were excuses about system inefficiencies. At no point was any attempt made to resolve the issue in any way. I am now stuck with a product I don't want and will cost more money to return. I have also made a small claims court request as there are consumer protection laws in ****** and ****** which protect ** from these types occurrences when companies choose to do business in ******

   

   

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

  

  Business Response

  Date: 05/04/2023

  Once again, we apologize for any inconvenience. Our agents provided you accurate information.Once an order is placed it cannot be modified. If the order has not been fulfilled it may be possible to cancel the order. Once the order has been fulfilled, we are unable to cancel the order. If you have any additional questions or concerns, please contact the ************** at ************.Our business hours are Monday Friday 8:30 am 5:00 pm. PST.

• Initial Complaint

  Date:04/11/2023

  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 an Intex Pure Spa in 2021. Worked great and then started getting error codes so we bought a new sbh10 base unit in 2022. Used it for a few months and went to put it up last weekend and the tub wont inflate or Bubble. I called Intex 4 to 5 times and a supervisor promised they would call back and even though they stated they did they did not. We should not have to buy a new control base every season. We just want it fixed and they are not doing anything to help a customer who has spent well over 1200$ on keeping this SPA usable.

  

  Business Response

  Date: 04/12/2023

  We apologize for any inconvenience you have encountered with your spa. The limited warranty on Intex spa is valid for 1 year from the date of purchase. Replacements parts are replaceable when a manufacturer defect is reported within a 90-day period. Your replacement base was purchased via Intex order # *********, shipped via ***** on 4-13-2022 (tracking # ************). You contacted us on 3-27-2023, to report an issue, regretfully you were past the 90-day replacement period. You requested a Call Back on 3-27-2023,our management team reached out on 3-28-2023 3:33pm and on 3-30-2023 2:32 pm. There was no answer, no voicemail set up, the request was closed on 3-30-2023. On 3-31-2023 you submitted a second request. On 4-4-2023 our management team was able to reach you and you agreed to place an order for a replacement base.Intex order #*********, shipped on 4-5-2023 via ***** (tracking #************),delivered on 4-12-2023. Per your conversation with our team member, should there be an issue with this replacement, we will be able to assist with a replacement if reported within 1 year from the date of delivery. If you have any further questions or concerns, please contact our ************** ************. 

• Initial Complaint

  Date:03/24/2023

  Type:Product 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, my name is *************************************. I had purchased an Intex air mattress from ******* on Sept. 24, 2022; in the amount of $134.70. The intended purpose was for my cousin to come visit. I only used the air mattress twice; which the second time using the air mattress (Feb. 16, 2023), it continued to deflate throughout the night. I went back to ******* to return it and an associate told me they do not return air mattresses. It was explained that I would have to exchange it for a new one for equal value. Unfortunately, they didnt have any available mattresses to process the exchange. I, then went to another ******* and was told they couldnt process the exchange, due to the date being after the exchange date. I followed-up by reaching out to Intex directly on Feb. 20, 2023 and finally filled out the claim document that was email to me. My claim number is ******. I had to make quite a few calls back to them. Intex requested pictures of the receipt and air mattress showing their name on the product; which I did. I received an email on March 9, 2023 from the company stating they cancelled my claim due to the warranty expired. Do to being under a lot of stress from dealing with a divorce, being a single mother to a 3-year-old along with the mortgage company I was working for shut down and claimed bankruptcy, I was not able to call the company back to find out more details regarding the cancellation of the claim. My mother was able to assist me by calling Intex to find out why my claim was cancelled. The representative; by the name of ******, told my mother that I refused to cut up the air mattress and send them pictures of it. Meanwhile, I was never directed to do that. I was told to send pictures showing the name on the air mattress and the original receipt. For a company to ask me to cut up a product doesnt even sound in proper business policy. My mother contacted the ************************ to help assistance me in this matter. The representative said cutting up the air mattress sounded fraudulent. I am truly hoping you could help me in this matter. At this point, all I want is a total refund in the amount of $134.70. I am willing to mail the company their product (with them paying for postage) if thats what they would like. My phone number is ************ and my email address is ************************** You can also reach out to my mother; *************************** at ************. Thank you for your time in assisting me in this matter. I hope to hear from you soon in resolving this matter.*********,*************************************

  

  Business Response

  Date: 03/29/2023

  We apologize for any inconvenience you have encountered with your airbed and the warranty process. A claim for a defective airbed requires you to upload via the warranty claim; 1) copy of store receipt or order and delivery confirmation for online orders and 2) picture of airbed cutouts.
  

  Claim # ****** was initiated on 2-20-2023. Via the warranty claim you uploaded a copy of your sales receipt, thank you. However, you have not uploaded picture(s) of the required cutouts. We appreciate the additional images,however these do not meet the claim requirements.
  

  We understand your concern with cutting up the bed. Per your request, an email was sent to ***************************************,with our cut out requirements.
  

  Once you submit the claim with the required information, we will complete the claim process.
  

  Please note that Intex, does not process any refunds. Any refund must processed by the seller in accordance to their return policy.
  

  If you have any additional questions or concerns, please contact our *********************** ************. Our business hours are Monday - Friday, 8:30 a.m. -5:00 p.m. (PST)

  Customer Answer

  Date: 04/18/2023

   
  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:03/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pool liner thread problem **************** terrible

  

  Business Response

  Date: 03/14/2023

  ************************, we apologize for any inconvenience you have encountered with your liner and our service center. On 4-18-2022, you contacted Intex about a ripped liner. We were unable to file a claim as you were unable to provide proof of purchase. You inquired on the price of a replacement liner; however, no order was placed as you disagreed with the cost.
  
  Per your request, a member of our management team reached out to you on 4-21-2022. You were advised of our claim requirements. Our team member suggested you reach out to the seller, for assistance with a reprint of your receipt.
  On 4-29-2022, you contacted our service center to place an order for a replacement liner. You order #*********, was shipped on 5-2-2022 and delivered 5-9-2022 ****** tracking # ************).
  
  As noted on your website, the limited warranty is applicable to full product purchases (***************************************************************). Any defective item must be reported within 15 days (*****************************************************************************). However, if within 90 days, we maybe able to assist the consumer with a replacement. Per the date of delivery, the 90-day replacement period expired on August 9, 2022.
  
  On 2-17-2023, you contacted us to file a claim for your replacement liner. You were advised that per the date of delivery, we were unable to file a claim. Once again, we apologize for any inconvenience, but we are unable to comply with your request for a replacement.  

• Initial Complaint

  Date:03/08/2023

  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.

  Bought a pool liner 9 months ago and seam coming apart. Called customer service. Very nasty. Told them I would contact bbb. **************** said go ahead and hung up

  

  Business Response

  Date: 03/14/2023

  ************************, we apologize for any inconvenience you have encountered with your liner and our service center. On 4-18-2022, you contacted Intex about a ripped liner. We were unable to file a claim as you were unable to provide proof of purchase. You inquired on the price of a replacement liner; however, no order was placed as you disagreed with the cost.
  
  Per your request, a member of our management team reached out to you on 4-21-2022. You were advised of our claim requirements. Our team member suggested you reach out to the seller, for assistance with a reprint of your receipt.
  On 4-29-2022, you contacted our service center to place an order for a replacement liner. You order #*********, was shipped on 5-2-2022 and delivered 5-9-2022 ****** tracking # ************).
  
  As noted on your website, the limited warranty is applicable to full product purchases (***************************************************************). Any defective item must be reported within 15 days (*****************************************************************************). However, if within 90 days, we maybe able to assist the consumer with a replacement. Per the date of delivery, the 90-day replacement period expired on August 9, 2022.
  
  On 2-17-2023, you contacted us to file a claim for your replacement liner. You were advised that per the date of delivery, we were unable to file a claim. Once again, we apologize for any inconvenience, but we are unable to comply with your request for a replacement.  

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19557158
  
  I am rejecting this response because:
  When I purchased this over the phone last year I was told that there was a one year warranty on the liner. The person I talked to on the phone told me to go ahead and complain to the bbb which is why I took this route. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/28/2023

  Once again, we apologize for any inconvenience.  The replacement period for your liner has expired. Regretfully, we cannot replace your liner.  If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 04/29/2023

   
  Complaint: 19557158
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/03/2023

  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.

  Howdy I've emailed this company respectfully and they have not returned any of my calls nor emails I purchased a 6 pack of Rockin' Inflatable Floating Lounge SKU 58856EP 1 definitely is not usable anymore the inside attachments came alose and made the center part blow up in a bump bubble see attachments

  

  Business Response

  Date: 03/14/2023

  Ms. ******** Per the email provided via this complaint. We located your two email inquiries.
  
  On 12-13-2022, you submitted email inquiry (#******), a reply was sent to you via email on 12-13-2022 (23:49:23).You were asked to provide product information.
  
  On 12-17-2022, you submitted email inquiry (#******), in response to our product information request. A reply was sent on 12-18-2022 (22:44:42). You were advised to contact the seller for a resolution, as this item had no manufacturer warranty.
  
  We apologize for the unfortunate experience with Intex Rockin' Inflatable Floating Lounge (SKU:58865EP). Unfortunately, this item is not part of our limited warranty program,any issue/concern with this item must be resolved via the seller/retailer. We are unable to comply with your desired resolution. If you have any additional questions or concerns, please contact the ************** at *************
  

• Initial Complaint

  Date:02/24/2023

  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 ********** graywood Deluxe From index The pool heater stopped working within the year I troubleshoot it with their Tech Support and they sent out a new heater 2 months after receiving the new heater The heater went out again now they ask me to send the heater back which would cost about the same as buying a new heater I would like a refund

  

  Business Response

  Date: 02/28/2023

  
  We are sorry to hear of your unfortunate experience with your spa. Unfortunately, Intex cannot assist you with a refund, any refund would come from the retailer in accordance to their policy. Per your consumer profile, you spa was purchased 12-24-2021, the limited manufacturer warranty is valid for 1 year from the date of purchase. On 9-26-2022, Claim #****** was filed for the replacement of your control base. The replacement was shipped on 9-27-2022 via warranty order *********, and delivered to you on 10-2-2022 (per ***** tracking # ************). On 1-26-2023, you contacted our service center for product support, at this time your product was out of warranty. The limited manufacturer warranty does not renew with a replacement. As discussed on 2-14-2023, you will need to purchase any further replacements. If you have any additional questions or concerns,please contact the ************** at ************.

• Initial Complaint

  Date:02/17/2023

  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 pool liner April of last year purchased over phone and was told I had one year warranty on product. Product is leaking at seam. Called customer service and was told it is now 3 months. Asked to speak to manager also asked if I would get a quicker response on the bbb. Lady on the phone actually said sure go to the BBB and complain. No problem. I asked her what she meant and she ended up hanging up on me. I have purchased lots of intex over the years actually had a problem like this previously but liner was older than 3 years. This liner is Only 10 months old. Have pictures to support or can even send a rep to home. This is ridiculous and to be told by a representative go ahead and make a complaint on BBB AND THEN HANG UP ????

  

  Business Response

  Date: 03/14/2023

  ************************, we apologize for any inconvenience you have encountered with your liner and our service center. On 4-18-2022, you contacted Intex about a ripped liner. We were unable to file a claim as you were unable to provide proof of purchase. You inquired on the price of a replacement liner; however, no order was placed as you disagreed with the cost.
  
  Per your request, a member of our management team reached out to you on 4-21-2022. You were advised of our claim requirements. Our team member suggested you reach out to the seller, for assistance with a reprint of your receipt.
  On 4-29-2022, you contacted our service center to place an order for a replacement liner. You order #*********, was shipped on 5-2-2022 and delivered 5-9-2022 ****** tracking # ************).
  
  As noted on your website, the limited warranty is applicable to full product purchases (***************************************************************). Any defective item must be reported within 15 days (*****************************************************************************). However, if within 90 days, we maybe able to assist the consumer with a replacement. Per the date of delivery, the 90-day replacement period expired on August 9, 2022.
  
  On 2-17-2023, you contacted us to file a claim for your replacement liner. You were advised that per the date of delivery, we were unable to file a claim. Once again, we apologize for any inconvenience, but we are unable to comply with your request for a replacement.