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:09/08/2022

  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.

  I purchased an intex pool off Amazon on June 27, 2022. The pump stopped working and the digital display would not work. I contacted the warranty claim department and they advised that they would replace the pump (claim number ******* . I originally thought that they were awesome and showed great customer service. Well now it's been approximately 2 weeks and several phones calls later that they finally approved the claim but they don't have the part in stock and that they have no idea when it will be available. Ridiculous. They sell the pumps. Who knows when I'll ever get the pump, which stopped working after approximately 1.5 months of the original purchase date. In the meantime, I'm sure the pool water will stay nice without a pump. Terrible way to treat customers.
  

  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/12) */
  We apologize for the delay in shipping you your replacement parts. Regretfully item 12705 is currently out of stock. We are unable to provide you with an ETA due to transit and port delays. You will receive an automatic email with tracking information once it ships. Please contact the Service Center at
  ************* if you have any additional questions/concerns. Please note your warranty will be extended for the amount of time your claim is on delay.

• Initial Complaint

  Date:09/01/2022

  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 purchased an intex pool on 7/13/2021. The pool filter is under warranty for two years. I contacted them they replaced the motor only because the electronics went out on it you cannot use the electronics to turn the filter on and off. They replaced it they sent me a new one which happens to be reconditioned and defective it does not work I contacted them again they said they'll replace that but I have to pay for the shipping back on the defective one that they sent me and then once they get it back they'll ship out the new one so that's another 3 to 4 weeks I have to wait! it's at the end of the pool season time to close the pool . This company absolutely*********** do not back up their warranty they sent me a reconditioned defective motor and want me to pay to have it shipped back which is total garbage on their part! They should include a return shipping label with the new one. What ******** do I want with this defective one that doesn't work? Multiple calls, multiple emails. I also want to be reimbursed on an hourly wage for the 10 hours that I have vested into the **** because they sold me garbage!
  

  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/09) */
  We apologize for the entire situation. We reviewed your claim, and since your defective replacement was reported in a timely manner, you do not need to mail in the defective unit. Required action has been noted on your claim. Please review and if you have any additional questions or concerns, please contact the Service Center at ************. Intex does not offer any type of reimbursements, we are unable to comply with your request.

• Initial Complaint

  Date:08/30/2022

  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.

  Filed a warranty for the Intex Durabeam Delux airbed and the replacement is not shipped even a reasonable amount of time of me cutting down the current airbed for sending them the pieces to get a replacement. Now I'm sleeping on the floor as a result. Customer service is pathetic
  The product is not even listed on their website and I doubt it is discontinued. I can clearly see it in stock on other websites. I need a replacement/a better product ASAP.
  Claim number ******
  

  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/07) */
  We apologize for any inconvenience you have encountered with our service center and the delay with your claim. On 8-11-2022, claim #****** was filed for a replacement airbed. Your claim was approved on 8-25-2022, after cut outs of your defective bed were received and processed. Regretfully, your model was out of stock and on 9-2-2022, we offered you substitution item and you accepted. Your airbed was shipped on 9-6-2022, under warranty order #********* and is scheduled to be delivered on 9-14-2022 (per FedEx tracking #************). If you have any additional questions or concerns, please contact the Service Center at ************.

• Initial Complaint

  Date:08/29/2022

  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 bought a *********************** System from ****** on June 7th 2022 and received it on June 8th 2022. System worked until August 15th 2022 and it gave me error code 91, low salt. I had my water tested by my pool company and salt levels were correct. These salt systems are junk, Intex knows about this problem and does nothing to fix it. They have jacked up the price of even replacing it. I have filed a claim and faxed thr receipt to Intex three times and they say they don't have it. Today I wa a told that their fax machine only works during business hours. Total crock of bull. So now I have been dealing with this for two weeks and my pool will be turning green. Nobody will help me and I keep getting excuses.
  

  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/01) */
  We apologize for any inconvenience you have encountered with your salt water system and your claim. Unfortunately, the only fax we have from you was delivered on 8-26-2022. Your claim #****** was approved on 8-30-2022. You item was shipped via warranty order # ********* on 9-1-2022 and is scheduled to be delivered ******* on 9-7-2022 (tracking # **************************). If you have any additional questions or concerns, please contact the Service Center at *************

• Initial Complaint

  Date:08/25/2022

  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 ordered a hose for my pump per the item number in the pool manual. I paid over 20 dollars for 2 day delivery. When I received the hose it was the wrong size. In order to exchange it I would have to pay to send it back when the price to ship is more than the product itself. I received my order in 3 days instead of 2. I asked for a refund of shipping because it did not arrive in time. They blamed it on fedex and refused to give me any money back. So in short I ended up paying 40 some dollars for a 2 dollar hose. Customer service was horrible I was on the phone for over 45 minutes to have them take no accountability. Will never be buying anything from this company ever again.
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/31) */
  We apologize for any inconvenience you have encountered with your order and our service center. Unfortunately, replacement parts for your pump would not be listed on your pool manual, please reference your pump manual.
  Your order was placed on 8-22-2022. As stated on the terms and conditions of your order; order processing is 1-2 business days and transit is 2 business days. Your order was shipped and delivered accordingly.
  We are unable to comply with your request. If you have any additional questions or concerns, please contact the Service Center at *************

• Initial Complaint

  Date:08/24/2022

  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.

  On July 2, 2022 I purchased an Intex pool from *********. When I got it home and started setting it up I noticed it was missing the pool liner. I contacted the company and they said to cut out specific pieces of the pool, which I did and mail it to them. They also told me to upload a copy of the receipt. I told them I cannot upload from my computer so they gave me a fax #. A few weeks went by and I heard nothing so I called and they said they never received 1) the pieces of the pool I mailed and 2) the faxed receipt. It turns out I was given the wrong fax #
  I spoke to a man named ***** and he gave me another fax # so I faxed it again only to find out they claim they never received it although I have confirmations for all of the faxes that were sent. I cut more pieces out of the pool to mail to them but this time I sent it with a tracking # so they can't say they never received it because it has the date and time it was delivered. I tried emailing them but they blocked my email. They are very unprofessional and rude. All I want is the pool I purchased with all of the pieces and I will never purchase from this company again and I will tell anybody I know not to buy from them.
  

  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/02) */
  We apologize for any inconvenience you encountered with your claim. As noted in the terms and conditions your claim, the consumer must provide proof of purchase and mail in cut outs of the defective liner. It is highly recommended that your get a tracking number. If your claim is not approved within 1-2 business day after submission, you are advised to call our service center.
  
  You fax was received on 8-22-2022 and your second set of cutouts were processed on 8-16-2022. Your claim was resubmitted for approval. Your liner has been shipped under warranty order #********* and is scheduled to be delivered by 9-9-2032, per ***** tracking # ************. If you have any additional questions or concerns, please contact the Service Center at ************.

• Initial Complaint

  Date:08/23/2022

  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 filed a warranty claim within a few days of purchasing the product because it cannot be taken back to ******* because it was opened. I was told that they were sending a replacement air mattress, instead they sent the pump only. So I called back and requested it to be escalated because they were refusing to honor what they said to me the first time. The mattress does not hold air. so a supervisor called me today and told me that once I provided the warranty card and a picture of the UPC code on the box that they would send a replacement, which I immediately sent them that information. This is the second time I've been told they're sending a replacement. Now I just received an email saying that my documents were rejected and now they want me to mail them parts of the mattress at my expense for the replacement. I have done everything they've asked I am not spending any more of my money on this company I want a replacement like I was promised the first time. If they want to pay for the shipping back I am more than happy to send a piece of the mattress back to them. When I originally called in I have been told that there's no warranty on this because it's not on their warranty list when clearly on the box it says it has a warranty and it has a warranty card in the box with the merchandise as well. You cannot take this back to ******* because it has been opened and it says to contact the manufacturer which I did and now I'm just getting clearly the runaround on getting a replacement.
  

  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/30) */
  On 8-15-2022, you contacted us about your airbed. Per the information provided to our agent claim # ****** was initiated for a replacement electric internal pump. You uploaded proof of purchase via this claim and agreed to the terms and conditions of this claim. The pump was sent via warranty order # *********, delivered on 8-20-2022 (per ***** tracking # ********************). We are sorry to hear the replacement pump did not resolve the situation.
  On 8-23-2022 claim# ****** was initiated for a full product replacement of airbed model # *******. A claim for a replacement airbed requires you to mail in cutouts of your defective airbed. You will need to physically cut out the following from your defective airbed; 1) INTEX Logo of your airbed and 2) 6"×6'' Cutout of anywhere else of your airbed.
  Mail then to the address provided on your once we receive them, we will ship out your replacement. Unfortunately, we do not provide return labels. If you have any additional questions or concerns, please contact the Service Center at ************.

• Initial Complaint

  Date:08/20/2022

  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.

  5/26/22 i went online to********** and purchased a replacement pool liner. The next day5/27/22 I called to file a claim for the pool liner under the warranty because I realized I was still in the warrant period. I requested to cancel order for the liner I purchased since they wouldn't just credit me for it. The refund was made for the purchase. My claim was approved on 6/2/22. In 6/7/22 I called to see how long it would take for replacement and I was told 2-4 business days once approved but that the liner was not in stock and they couldn't give me a estimate on shipping since they don't know when they will be restock. I asked if I can have it replaced by one of there approved retailers and be reimbursed for the amount. I was told it was impossible. I called almost evety 3 days to get status and request supervisor or management call me back and nobody ha ms called ever. It's now 8/20 and still my claim status states item on delay and I summer is over now and no pool and no status and unable to get a resolution. They need to have a solution for this problem.
  

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/25) */
  We apologize for the delay in shipping you your replacement parts and your experience with our service center. On 6-8-2022, you requested a call back from a member of our management team. The request was completed on 6-13-2022. We have no other request on file. Regretfully item ****** (18'X52" Round Ultra Frame Pool Liner) is currently out of stock. At this time, we are unable to provide you with an ETA, due to transit and port delays. As soon as the item is restocked, it will be shipped to you. Once the item ships, you will receive an automatic email with tracking information. Intex does not process any monetary reimbursements. We are unable to comply with your request. If you have any additional questions or concerns, please contact the Service Center at ************

• Initial Complaint

  Date:08/18/2022

  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.

  13 JUN 2022, Order placed on INTEX website, order #*********. To which I have only received one piece from my order. I contacted INTEX customer service 15 times in order to figure out the status and delivery of my order. I was given the wrong information on the shipping company the first time I called. Over the course of two months now, I have been given the run around by INTEX and how they are not responsible for the items not being delivered. 15 phone calls and still resolution, I have a pool liner replacement that I cannot use since I didn't get the other replacement parts from that order.
  
  In the included attachment the only article of the order I received was the Pool liner.
  

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/29) */
  We sincerely apologize for any inconvenience you have encountered with your order and our service center. We will process a partial refund for your missing parts. If you have any additional questions or concerns, please contact the Service Center at *************
  
  
  Consumer Response /* (-5, 6, 2022/08/29) */
  29 August 2022, I received a call from Intex today stating they wanted to coordinate delivery of the missing items from my shipment. They had to do further research into my case and saw that only one box had been delivered per the bill of lading at the delivery address, but checked with their shipping department and showed that two boxes had been shipped. I declined Intex proposal for re-shipment of the missing items, at which time they stated they would give a refund for the missing items and adjust the shipping cost. Again denied their proposal, after being told that Intex was not responsible for the initial problem and filing a *** complaint. Contacted the credit card company and provided all information regarding this issue, where they disputed the charges and reversed the charges for the missing items and part of the shipping. This issue is over for us, and will not or suggest anyone use Intex.

• Initial Complaint

  Date:08/16/2022

  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.

  Our INTEX above ground pool motor died after only 3 years. We purchased a new one in May 2022 and it failed in July 2022. I contacted INTEX to file a warranty claim which was approved nearly immediately. I called after a couple of weeks (Mon, 8/1/2022) to find out what to expect with the replacement as the online status simply said, "delayed". I was told the pump had been out of stock but that they receive new stock once a month and I should be getting an update by the end of the week. Today, 8/16/2022 I called again and was told the part was out of stock. I asked for a supervisor who might have more information and was told they could fill out a call back form and have a supervisor call me back in 1-2 business days, but she thought the supervisor would tell me the same thing because she sees the part is out of stock in the system. At this point I'd be okay being issued a refund so I can pay a professional to come clean my pool and purchase a new pump motor. It's absolutely ridiculous that the manufacturer can sell out of a product and not have a set number in stock for warranty claims.
  

  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Unfortunately, we cannot assist you with a refund, any refund would come from the retailer in accordance to their policy. We apologize for the delay in shipping you your replacement part. Regretfully item #***** (**************************** Sand Filter Pump), is currently out of stock. We are unable to provide an ETA due to ongoing transit and port barriers. If you have any additional questions or concerns, please contact the Service Center at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.