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:11/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cover for my pool on 10/9/22. This was not a warranty item. This was something I purchased directly from the company. Package was left on my doorstep on 10/14/22. I brought the package in but didn't put it on the pool because I was waiting for another part that I ordered elsewhere to close the pool down with. When I received that package, I wanted to Close my pool. Pulled out my boxes and one of them was damaged. I started a claim on 10/27/22 to have it replaced. Since that day, they have been requiring me to send more and more information about the product. Each time they needed something else from me, I was not notified. I had to call and inquire what was going on with my replacement. First, they wanted pictures faxed. Then they wanted pictures uploaded to the website. That somebody had given me the wrong information. Then they wanted cut out of the pictures uploaded to the website. And finally, I was told I had to ship back the damaged products at my expense to have the damaged product replaced. I did that immediately and also uploaded a receipt from the post office showing that I had shipped it back to them at a cost of over six dollars. Who charges their customers shipping to used to be turned on damaged product for replacement? That being said, after making me jump through hoops, since October 27, I received an email this morning, October 26 at 11:10 AM stating that my claim had been canceled since I didn't send them what they asked for in the time allotted for a no charge replacement. I was also never told that there WAS a timeframe that this needed to be done in! And every time I called them to follow up on my replacement, that's when I was told the new requirements which I did immediately! I feel like they ran me through the hoops to kill the time just so they wouldn't have to replace the product. Meanwhile, my $1500 pool has not been closed and is filled with junk falling from the trees and very well might be destroyed! My claim number is ******
  

  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/06) */
  Hello. We apologize for the delay and your experience with our service center. When a package is damaged via the service provider, we must submit a case and once approved we initiate the claim. A claim does require that you send pieces of the defective cover. Claim #****** was initiated on 10-27-2022. We received your cutouts on 11-28-2022. Your warranty order #********* was shipped on 12-1-2022. Per ***** tracking #************, your order is scheduled for delivery by end of business day 12-7-2022. If you have any additional questions or concerns, please contact the Service Center at *************
  
  
  Consumer Response /* (3000, 7, 2022/12/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not acceptable. The problem is, my pool should've been closed almost 2 months ago. It is now filled with leaves, branches, acorns and all sorts of all the junk and the water is completely green like a lake. That cover is useless to me now! They could've told me right from the get-go on 10/27 that they needed cut outs and this all could've been taken care of within days, but instead they made me jump through hoops week after week until my pool is destroyed. Are they going to pay for my chemicals to clean it up? Are they going to pay somebody to get all the branches and stuff out of it? Plus I had to pay to ship the stupid piece of defective material back to them! This is not acceptable to me!
  
  
  Business Response /* (4000, 9, 2022/12/15) */
  Once again, we apologize for any inconvenience you have encountered with your pool cover and any misunderstanding with our service center. Your claim # ******, emailed to you on 10-27-2022, included instructions and action required on your behalf to process the claim. Intex does not provide return labels. Once claim requirements were met, your claim was approved and shipped within two business days. Intex does not process any type of compensation or reimburse any shipping expenses. We are unable to comply with your request.
  
  
  Consumer Response /* (4200, 11, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, they made me jump through hoops, changing their requirements, over and over again to the point where my pool is destroyed. I have every email showing how the requirements changed. And according to their "requirements", I'm supposed to correct anything that is written in blue, and there is NOTHING written in blue in any of my email responses from them! I can submit every correspondence between them and myself if they want it. But they are in the wrong here. And now my pool is filled with all sorts of debris, including tree branches, acorns, leaves, anything falling from the sky plus algae. I'm no longer need this cover. This cover should've been on my pool two months ago. I want my money refunded and they can have their cover back. Forget the fact that it cost me an additional six dollars to ship a defective product back to them! Could you imagine how much money they make on every customer they require that from? I don't want that money anymore. All I want is a refund of my money and put them to take their pool cover back. I no longer needed it or want it. I have attached just one of the requirements. You will notice there is nothing in blue that shows I had to ship the damage product back to them. As I've stated... Their requirements changed every week!
  
  
  Business Response /* (4000, 13, 2022/12/22) */
  Our apologies for the unfortunate experience. A claim was submitted and processed. Once you mailed in the cutouts required, a replacement was sent to you. We can no longer process a refund for you pool cover. If you have any additional questions, concerns or if you would like to further discuss the issues, please contact the Service Center at *************
  
  
  Consumer Response /* (4200, 15, 2022/12/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First off, there was no resolution. The solution was that they cannot refund my money and to call them. They never said, or explained why they could not give me a refund. Well now, unfortunately they're closed for the holidays and won't reopen until next year. And now this is another week. I cannot discuss it with anybody. As I've stated and shown in attached files, they changed their requirements every week. Had they told me I needed to mail and cut out the first time instead of all the other requirements they asked of me, this would not have been a problem. They created this problem. All I want is my money back and they can have their cover back.

• Initial Complaint

  Date:11/15/2022

  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.

  I placed an order with Intex Corp for ******** Queen Mattress on 8/29/2022. The total of my order #********* was $123.96. My order was never delivered or received and i reached out to Intex on more then one occasion to help with this matter. Intex informed me that they would investigate and after over a month of waiting, was told there was nothing they could do. I was informed by them to reach out to ***** and file a claim, which i did. ***** told me that the package could not be found and to have Intex continue with lost package protocol. I reached out to Intex again to relay this message and was basically told they would do nothing about it and i would just lose the money I spent. I should not be paying $123.96 for a product that i never received. At the very least, they should have sent a replacement but now i just want a refund for my order. My order #*********.
  

  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/11/18) */
  We apologize for any inconvenience you have encountered with your order. Your Intex order *********, was shipped on 8-30-2022. Per ***** tracking #************, the order was left at your door on 8/31/2022 at 1:25 PM.
  
  At your request, we requested a ***** investigation on 9-8-2022. We were assigned Case # **********. On 9-29-2022, the case was denied, we are unable to reship or issue you a refund. If you disagree with the results of the investigation, you will need to follow up with *****.
  
  To process a refund, they would need to reverse their decision and contact us.
  
  
  Consumer Response /* (3000, 7, 2022/11/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did reach out to ***** and they stated the package was lost and to reach out to you to initiate lost package procedures.
  
  
  Business Response /* (4000, 9, 2022/11/30) */
  Intex followed its lost package protocol, and initiated an investigation. ***** denied Case # *********** we cannot reship or process a refund. If you disagree with the results of the investigation, you will need contact ***** and challenge the investigation results.

• Initial Complaint

  Date:11/09/2022

  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.

  Paste of messages...
  
  Hi. We bought one of your portable (inflatable) spas and are very happy with it. In addition we purchased an insulated full-sided cover (for **************), but from the beginning of using it, it began to slowly separate at the seam line above the bump for the motor housing. Every time we would attempt to remove and replace the cover, we would be extra careful to try not making the tear any worse, but it kept spreading. We tried taping it and gluing it, but it has come to the point where we are giving up. That unreinforced seam is really a poor design. The rest of the cover is great. Would you consider sending a replacement deluxe (insulated) cover? If not, would you consider providing a discount toward purchase of a replacement? We are frustrated and dissatisfied only with that cover defect. We are heading into the cold season...
  
  I received a reply to my recent inquiry that gives instructions for a product (energy efficient hot-tub cover) still under warranty. If the warranty is only one year, as noted in your reply, we are past one year, but the issue began within a few weeks of purchase. We tried to minimize the problem and not complain. The unreinforced seams on the cover that are intended to be positioned above the motor housing are remarkably weak. It's a poor design, arguably a defect. Our attempts to counter the deterioration from the defect are no longer effective. I'm asking Intex to consider a gesture of goodwill and help out with the premature demise of this product. We are at 1.5 years - that hardly seems an appropriate lifespan of this
  $200+ product. Please consider sending a replacement or providing a discount for purchasing another of this cover.
  
  Intex replied that they "can't do anything" yet their company statements say they are with their customers "all the way," that they strive for the best customer service, and that their products are "built to last." They are not standing behind this product.
  

  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/16) */
  We apologize for any inconvenience you have encountered with your spa. Regretfully, we are unable to comply with your request. The limited warranty for a spa is valid for 1 year from the date of purchase. As stated in your Owner's Manual, any warranty claim must be processed before the 1-year period.
  
  
  Consumer Response /* (3000, 7, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is further pathetic lip service and boilerplate. The slogans of built to last, with you all the way, superior customer service - all meaningless blather unless you regard each customer with actual follow-through. Any Intex employee, including the executives, would and should be embarrassed by the poor performance of this product. We exercised due caution and care, expended much effort to keep the product from failing, but we're being told it has lasted a suitable length of time, barely a few months longer than the warranty. If Intex has no interest in providing a remedy in this instance, it signals to us how we and all those in our sphere of influence will regard the company going forward.
  
  
  Business Response /* (4000, 9, 2022/11/28) */
  We appreciate your feedback and are sorry to hear of your dissatisfaction with our company policies.
  
  
  Consumer Response /* (4200, 11, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not a resolution. It's another minimal-effort response. Intex has an opportunity to correct a poor outcome. With no further action by Intex here, I will move on to other avenues. It seems at a minimum that Intex is not worthy of *** accreditation, if this is how the situation concludes here.
  
  
  Business Response /* (4000, 13, 2022/12/15) */
  We appreciate your feedback.
  
  
  Consumer Response /* (4200, 15, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  What a joke. Absolutely abysmal. I followed up and found scores of nearly identical complaints - across *************** etc. THIS IS A KNOWN DEFECT. How convenient that Intex's review page for this product has only one (ONE!) review. That review is a brief thumbs-up, with no mention of the design flaw. I reckon they control what gets posted and will not allow negative posts. I imagine an attorney who specializes in consumer abuse, product defects, and the like, would be interested in pursuing a class-action filing on this matter. I think the false promises and shoddy product offering, which have affected a multitude, would be applicable for referral to the FTC. I think forwarding this thread to the************************ is also a logical next step.
  I asked for a discount (not even a free replacement) to repurchase their product, with the intent of being extra careful, after knowing the cover has the weakness. As absurd as it sounds, I figured on attaching a clamp to prevent the weak seam from splitting. I was content with the product otherwise, just as I stated I was content with the spa, itself. I believed that would be equitable, but these vacant replies go nowhere and tell me Intex is unethical and unconcerned.

• Initial Complaint

  Date:11/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased Intex Dura-Beam Deluxe Comfort Plush Air Mattress Series with Internal Pump on Amazon in 2020 for a road trip family vacation. It deflated the second night and did not stay inflated for the remainder of vacation. Upon my return I contact Amazon with the issue and they sent me a replacement. I did not use the mattress for some time. Back in August 2022 we had another family vacation and I brought the mattress with us again. To my HUGE disappointment and discomfort the second mattress deflated the first night and never stayed inflated. We could not use it. I contacted Amazon again but they said to contact manufacture. I contacted Intex and they informed me that warranty is only 90 days. How convenient for them! I am sure they are aware of the ongoing issue with this particular model. I would like to request a refund for a defected product which ruined our vacation plans twice! My record with Intex is Email Confirmation #:775316. Thank you in advance for your assistance in this very frustrating matter!! I spent too much time talking to Amazon and then arguing with Intex and will appreciate your involvement at this point.

  

  Business Response

  Date: 11/16/2022

  We apologize for any inconvenience you have encountered with your airbed. Per the *** Code you provided, via email reference #******, the limited warranty for your model is valid for 90 days from the date of purchase. We are unable to file a claim for a replacement. Unfortunately, we cannot assist you with a refund, any refund would come from the retailer in accordance to their policy. If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 11/27/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The 90 days policy for an air bed is very short. First of, I used it once and it seemed ok and I did not use it till my next road trip. At which point it deflated. I would have probably not complained to BBB if it happened once. But unfortunately the product (or that series) is obviously defective because I had two different once and both deflated. The business needs address issue with their defective products that ruined customer's (mine) family vacation. I will not accept their response regarding warranty. They need to be responsible for their defective products and provide acceptable compensation for all the inconvenience, frustration and financial loss.

  

  Business Response

  Date: 12/05/2022

  Once again, we apologize for any inconvenience, but we are unable to comply with your request. We cannot provide you with a replacement or provide any type of financial compensation. If you have any additional questions or concerns, please contact the ************** at ************.
  
  

  Customer Answer

  Date: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not agree with their warranty policy (for airbeds that *** be used occasionally it should be a few years) and do not appreciate their product or customer service. You can close the case but please reflect my complaint in their rating. Thank you for your assistance.

  

  Business Response

  Date: 12/15/2022

  We appreciate your feedback.

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a intex panel pool model number 26383EH on 6/6/22. It has been nothing but problems since i got it and they had to warranty out the liner day 1 for holes from the packaging to now ive noticed the cover destroyed and the panels have warped from the sun. Its a pool it has to be able to sit in the sun. The customer service people who answer their phones specifically ****** out of call center in ********** ********** are extremely rude to customers and have no cares about the customers issues. Also i was under the impression when i bought the pool for over a thousand dollars that it would have a 1 year warrant welll go figure its not even 5 months later and as im trying to warranty the problem cover they say o well that had a 90 day warranty. That leads me as the consumer to know you know your product is overpriced garbage if you cant warranty it past 90 days. ok on to the next part the panels are warped and damaged but still holding the pool full of over **** gallons of water together which is fine but as we have found out your warranties are garbage i wanted to call before they are out of warranty in which you company said yeah mail us back the bad parts and we will send you new ones sometime. You cant just take apart pieces of a full pool and let them be missing for weeks on end the rest will break so i mentioned to send me the pieces so i can replace one as i remove one ensuring its structural integrity and apparently they want me to drain the pool to send them the pieces but who is paying for all this water and sewer and chemicals. DOnt even start me on how terrible this sand filter is it hasnt worked right since day one but dealt with it till now but didnt even get that far on the phone as all the repressentatives are extremely rude and could care less. I either want my product replaced with my warranty honored or your company is more then welcome to pay me what i paid for the pool and have it back. TERRIBLE CUSTOMER SERVICE

  

  Business Response

  Date: 11/01/2022

  We apologize for your unfortunate experience you have had with your pool and our service center.
  
  Our records indicate that you purchased an Intex 15'8" x 49" Graphite Panel Pool in June of 2022. As noted under the limited warranty of your Owner's Manual, the limited warranty for the pool liner and the frame is limited to 2 years from the date of purchase. Any manufacturer defect must be reported to our service center. If the ************** directs you to return the product, you are required to carefully package the product and send with shipping and insurance prepaid to the **************.
  
  You contacted our service center about your pool cover on 10-25-2022. The pool cover is not covered under the limited warranty; however, it can be replaced as a courtesy if a manufacturer defect is reported within 90 days from the date of purchase. The 90-day period for your pool cover, expired on 9-16-2022. As our agent advised you, we cannot replace the pool cover.
  
  In regards to the pool panels, we can file a claim for a replacement, however as discussed with our consumer service center agent and supervisor, you are required to mail in 1/2 of the defective panels. If the pool was set per instructions provided in your manual, the panels can be removed without compromising the structure of your pool. Please contact our service center should you decide to file a claim and adhere to the claim requirements.
  
  Intex does not process any refunds. Any refund would come from the retailer in accordance to their policy.
  

  Customer Answer

  Date: 11/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Sure at this point ive come to understand your company is absolutely trash as you back none of your own products for very long. Im willing to ship back all the **** panels you want if your willing to pay for packing and shipping you and i both know shipping these panels will be expensive to have packed at *** as well as expensive to have them shipped to you and its not right your expecting me as the customer who already paid thousands of dollars for your product in june of this year to pay to have them packaged as well as shipped back to you for you to warranty them out. packing and shipping i assure you will cost close to 200 dollars as i run a business that has stuff packed and shipped all over ******* all the time. I have no problem at this point mailing back the panels to have them replaced what i need from your company is like amazon does set it up with *** or ***** where all i do is take the panels into the store and give them either a bar code or qr code and they package it and ship it back to you id be more then willing to do so. What i am unwilling to do is to pay out of my own pocket to package buy boxes buy packing and pay to ship it all to you just to have you stand behind your product your company should be paying to package and ship the defective panels back to you for warranty as i have not even had the pool a full year and the sun has warped them badly which honestly still at this point im unsure what to do as next summer of course the sun will come back out exactly as it does every year and warp these cheap made plastic panels again so do you warranty them out every year cause there is no way a pool is not allowed to sit outside in the direct sunlight. Flat out answer i want the panels replaced im willing to ship you the damaged ones no problem if your company is willing to pay to have them packed and shipped back to you just like amazon does everyday then ill just warranty them out again next summer again as I cant stop the sun from shining and your company from making cheap c*** plastic for a pool that cant hold up to sun

  

  Business Response

  Date: 11/14/2022

  Once again, we apologize for the entire situation. As per our previous response, to process you claim, 1/2 of the defective panels will need to be shipped back. Intex does not provide return labels. If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 11/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  your company needs to make an exception your trash product us damaged due to manufacturer defect and there's no way I should have to pay the hundreds of dollars to ship it to you. your garbage I'm going to be sure to post all of this conversation from screenshots as well as the recorded audio I took when I spoke to your representatives on the phone and drag your company through the dirt and mud as long as it's all truthful it is not liable or slander therefor I can speak or write anything I'd like that is truthful about the experience with your company. I promise even if I can cost your company only a few thousand or 10s of thousands in lost revenue with all the reviews I'm gonna leave and forums and social media in going to post this on then I'll be satisfied to have taken just that little bit from your company as you don't see how your company sold us a multi thousand dollar pool and the stuff broke in less then 6 months and instead of being like yeah we are sorry and taking care of the warranty you want me to pay hundreds of more dollars to get your company to even honor the 1 year warranty you put on your garbage because you know it dont last. Best thing you could have done was **** off someone who has nothing else to do besides try and ruin your companies image and reputation which already ***** by the way due to your negligence to your consumer. I will not accept anything less then a return shipping label from your company for you to return your damaged product to you. thank pretty standard in every single industry on how returns work

  

  Business Response

  Date: 12/08/2022

  We appreciate your feedback. Please note the limited warranty expires on 6-16-2024. Any claim for this product must be completed before the expiration date.

• Initial Complaint

  Date:10/25/2022

  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.

  We purchased a swimming pool that didn't come with the included parts. I have made multiple attempts to have the specific drain valve plug sent out as it should have been included anyway. I have been given the run around and talked down to by ******* several times and still unsuccessfully have the required part, The pump also hasn't worked properly either. I haven't gotten to address the issue with the pump as I can't get past ******* interrogating me over the drain plug. I've requested to speak to a supervisor, however was told that one wasn't available. I'd like to have my pump replaced if possible since it has not been efficiently working as well as my drain plug sent out since one was not included.
  

  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/01) */
  We apologize for any inconvenience you have encountered with your pool and our service center. To ship any missing parts, our service center agents must file a claim. As noted on the limited warranty of your owner's manual, proof of
  purchase will be required and must accompany warranty claims or the Limited Warranty is invalid. Please contact our service center to file a claim for your missing parts and technical support with your pump. Our agents are available at ************* Monday - Friday, 8:30 a.m. -5:00 p.m. (PST).
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Same response
  
  
  Business Response /* (4000, 9, 2022/11/18) */
  Once again, we apologize for any inconvenience. Please contact our service center to file a claim for your missing parts and technical support with your pump. Our agents are available at************** Monday - Friday, 8:30 a.m. -5:00 p.m. (PST).

• Initial Complaint

  Date:10/20/2022

  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.

  I bought a pool from intex in February. I set the pool up in late June when summer finally came. The pool had about a 5 foot seem leak on one side. I filed a claim and cut the pool liner pieces out as requested by intex and mailed them in. They took longer then I was told to process the cutouts. Then on July 1st I was told that my cut outs were processed and my claim was approved and my pool liner would be mailed in 1-2 days. After no email confirmation on July 4th I called and was told the pool liner was out of stock despite having the whole pool set up for sale on their website. I called multiple times over the summer and no one from intex even documented my call to check on my replacement. I asked to talk with a supervisor or manger multiple times and nothing. I called again October 19th and requested a refund since my liner still had not been replaced. I was told a request was put in and I would get email. On October 20th I never received and email. I called back and was given ************** to call to talk to corporate and a manager. The front desk person cut me off and then transferred me back to the general customer service number. After calling the corporate number 14 times to only have my number be transferred immediately or shut off they would not answer the phone again. So I called the generic number again and again filed to have a refund and was told they cannot put in for that request and that a supervisor would call me in 24-48 hours. This may be the worst customer service I have ever had to deal with.
  

  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/07) */
  We apologize for any inconvenience you have encountered with your pool and our service center. Our records indicate that your claim #****** was approved on 7-4-2022. We apologize for the delay. Your liner has been restocked and was shipped on 11-1-2022, via Intex order #*********. Per ***** tracking #************, your order was delivered on 11-4-2022.
  
  
  Consumer Response /* (2000, 7, 2022/11/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes I did finally in November receive my replacement liner from the claim that was filed in June. I hope they improve their customer service process and claim replacement since my replacement piece was available to buy the whole time I waited.

• Initial Complaint

  Date:10/20/2022

  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.

  This concerns a warranty claim #****** with Intex Corp. for a above ground pool that developed a leak within the warranty period. I filled the claim 9/6/22. I completed some claim forms then was required to cut out various areas of the pool liner to send in to them. I was told after they received the cut outs I would receive a new pool liner in 10 to 15 days. They received those cut outs 9/12/22. It has been more than a month now and have not received the new liner nor heard anything from them. That is my main complaint but in addition to that. One of the areas of the pool liner that I was required to cut out and send in was the area of the leak. When I cut this out I found that the liner already had a small patch placed on the inside of the liner and painted over to match the inside liner design. Apparently this done at the factory. Intex is selling repaired pools as new not disclosing repairs. I believe this is fraud. I had bought another Intex pool a month before this one at ****** it had a leak I found when filling it up. I returned it to ****** and they gave me another one this one. I asked Intex to speak to a manager about the patch I found and was told none were available at the time that one would return my call within 2 days. Of course that never happened!
  

  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/25) */
  We apologize for the delay in shipping you your replacement parts. Regretfully item *********************************** Liner is currently out of stock. We expect to receive inventory the second week of November, (baring any transit or port delays). You will receive an automatic email with tracking information once it ships.
  The call back submitted on 9-7-2022 was closed on 10-13-2022, as our attempts to reach you were unsuccessful. Please note, Intex does not sell repaired/refurbished pools and with your model information will look into your complaint.
  Please contact the Service Center at ************** if you have any additional questions/concerns.
  
  
  Consumer Response /* (3000, 7, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Saying they expect inventory the second week of November doesn't mean they will. When I receive a new liner or replacement pool then the matter will be resolved! If this was warm weather season I would have been without the pool for months unacceptable. And there was a patch on the inside of the liner from the factory saying this will be investigated is just words. My experience with Intex has be just words and no action
  
  
  Business Response /* (4000, 9, 2022/11/07) */
  We appreciate your feedback. Your liner was shipped under order #*********, on 11-1-2022. Per ***** tracking #************, you order was delivered on 11-5-2022. Please contact the Service Center at ************** if you have any additional questions/concerns.
  
  
  Consumer Response /* (2000, 11, 2022/11/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept Intex resolution of replacing the pool liner. Although with reserve that it does not leak like the other two Intex pools I had last summer. I won't know that till next summer when the pool is put back up

• Initial Complaint

  Date:10/18/2022

  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.

  At first I was happy with my Intex Simple Spa---it worked great and was satisfying==before a year, there were error codes--after a lot of haggling, they sent a replacement control base--this one also lasted less than a year--at first the lady said she would send a new one but I had to send the old one in--that would be a lot of shipping but better than the $240 for a new one--then while I was getting the info to send it back, she said my warranty ended in 4 days and I couldnt get it back to them before the warranty expired--WTH I am reporting it before the year is up so it is broken before the warranty expired--she got rude and I asked for a supervisor--the call got disconnected at this point--called back and now was told they wouldnt honor the warranty even though I was told different earlier--seems like horrible customer service and I asked for a supervisor again and was told they cant connect me to one--once again HORRIBLE CUSTOMER SERVICE!!! They now want me to order a new one for $230--why would I do that when the crap they make doesnt last one year--the moral of this story is they must make cheap parts and even though the price was decent I expect something the cost $400 to last more than a year--cheap parts, horrible customer service and not backing up their products is my reason to WARN YOU TO STAY AWAY FROM THIS COMPANY!!!! NEVER AGAIN AND I ADVISE ALL OTHERS NOT TO!!!!
  

  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/10/21) */
  We apologize for any inconvenience you have encountered with your spa and our service center. On 10-20-2021, claim #****** was filed for the control base. Per the proof of purchase submitted your date of purchase was 10-6-2020. The limited warranty for the Simple Spa is valid for 1 year from the date of purchase. An exception was made and your claim was approved. The limited warranty does not reset with a replacement. You contacted our service center on 10-18-2022, at this time the limited warranty for your spa was 2 years past the expiration date. We are unable to assist you with a replacement. If you have any additional questions or concerns, please contact the Service Center at ************.
  
  
  Consumer Response /* (3000, 7, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again their customer service is horrible. They say one thing and then later say another. Then they say they will have a supervisor call you back and I never got a return call. But the main thing is 2 different times their product lasted less than a year. POOR QUALITY AND WORSE CUSTOMER SERVICE IS THE MORAL OF RHE STORY. MY ADVISE IS DONT EVER BUY POOR WUALITY PRODUCTS FROM THIS COMPANY. I KNOW I WOBT C
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  We appreciate your feedback. Please note, that the call back submitted on 10-18-2022, was closed 10-21-2022. A detailed voice mail was left on 10-21-2022, as we were unable to reach you.
  
  
  Consumer Response /* (4200, 11, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Another lie which doesn't surprise me. I did NOT get a detailed voice mail or miss a call. There is no effort on their part to contact or work out a fiat resolution!!! They originally said they would replace it and then backed out. I will reiterate their customer service is horrible. But worse than that their product is worse!!! The main part than runs and heats the spa broke down twice in less than two years. I would profoundly suggest no one wasted their money on their inferior spas EVER unless you want to waste your money and time. I now have an inflatable hot tub that makes theirs look like a toy!!!
  
  
  Business Response /* (4000, 13, 2022/12/08) */
  We appreciate your feedback.

• Initial Complaint

  Date:10/17/2022

  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.

  6/3/22 - So I purchased a Intex********************************* Airbed *****************************************************************. I've only had this item for 4month is and some change. I reported an issue as the bed started to deflate when used. I was advised by ****** to reach out to Intex as there a 1yr warranty. Well Fo entire week I've been getting the run around from ****** and intex on a simple replacement. UPC#************. Finally after talking to the third person I found that I have to return the item at my own cost due to defective product that lasted lest them 4 months. I have to cute in this air mattress already damaged and ship it back to the P.O. Box and then what 10 days for a new replacement. Also requested to speak with a a manager about complaint and once again got a reps who stated they don't give out there ID number or reference, caller is number to any calls as it's all recorder. I was rude and hung up because I have a gotten the run around and now I'm forced to pay out of my pocket after 1 week of no info or they could locate my order. This is not okay
  

  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/10/20) */
  We apologize for any inconvenience you have encountered with your airbed and our service center. As stated under the limited warranty of your airbed, if the service center directs you to return the product, the consumer is responsible for the shipping. Intex does not provide return labels. To process your claim, please upload your proof of purchase and mail in the cutouts of your defective bed. If you have any additional questions or concerns, please contact the Service Center at ************* Our business hours are Monday - Friday 8:30 am to 5:00 pm (PST).
  
  Consumer Response /* (3000, 12, 2022/12/16) */
  I still have no reached a resolve
  
  
  Business Response /* (4000, 15, 2022/12/22) */
  Per your consumer profile, claim #****** was filed on 10-17-2022. As noted on your Owner's Manual, the warranty claim and as discussed with our service center agents on 10-17-2022 and 12-16-2022, to process your claim you will need to 1) submit a copy of your order and delivery confirmation and 2) mail in cutouts of you defective bed. If you have any additional questions, concerns, or would like to further discuss your claim, please contact the Service Center at *************