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:08/16/2022

  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.

  On May 22, 2022 I filed a warranty claim. On June 1, 2022 I uploaded purchase receipt as requested. That same day I received an email back stating they couldn't handle my claim by email. I have no way to contact them back.
  
  I need a disability accommodation since I don't use a phone, and my claim resolved. Here's my email confirmation #: ******.
  

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/17) */
  We apologize for any inconvenience you have encountered. We have searched for a claim number using the information provided via this complaint and the email submitted., and did not locate it. Please provide the claim number provided to you on May 22, 2022, to further assist.

• Initial Complaint

  Date:08/13/2022

  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 was given an Intex Spa 28427E 85in spa as a gift from my children that they purchased through Amazon for $700 in May of 2021. I started using in June and in July of 2022 the motor shorted out, melting the plug while I was in the spa. I contacted Customer Service, expecting that if it was so close to the warranty period (1 year) they would in good faith replace the motor. It's a $300 part, the most expensive for the entire spa. I filed a claim online ******. Boy, was I wrong. Several calls to their Customer Service Department, got the same response, "Nothing we can do, it's out of warranty. You have to buy a new motor, and we will only give you a 90 day warranty". I'm live near the HQ in Long Beach and went by to try and talk to someone. No luck. It just doesn't feel right the company hides behind a "policy" that limits warranty periods, in an age when companies want people to be ambassadors for their products online, but I can't, at least not at this point. Honestly, I love the spa, but it pains me that I'm in a situation where if I am to keep it, I have to spend 1/2 the cost of a new spa. I also had the spa in storage for two and half months while we completed some deck work so it wasn't even used for a full 12 months.
  

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We apologize for any inconvenience. Please note that all consumer inquires must be handled via our service call center. As stated in your Owner's Manual, the limited warranty on your spa is valid for 1 year from the date or purchase. Per the purchase information provided, the limited warranty on your spa expired on 5-12-2022. Regretfully, we are unable to approve your claim. 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.

• Initial Complaint

  Date:08/09/2022

  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 a pool *********** on 7/09/22 and it was delievered around 7/25/22. I hired contractors to level my yard and then I set the pool up per the directions. I put water in the pool and then a couple days later out of no where the leg buckles and ends up flooding my backyard with water and two other legs get damanged in the results of the one leg buckling. I contact ****** and am told to contact intex. I then contact intex file a claim and the customer service rep who helps me is very rude. Her name was ********** I asked to speak to a manager she tells me no. I ask for the item to be rush shipped she tells me no. I do not feel I should have to wait longer for three replacement legs for something I did not do. This was at no fault of mine, this was a defective item. I have not even been to use my pool. I paid $1600 and can not use it. Summer is about to be over and I wont even be able to use it. What I am asking is for the 3 legs to be rush shipped.
  

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We apologize for any inconvenience you have encountered with your pool and our service center. All of our service center agents are trained to handle all consumer issues/concerns. Should the consumer wish to escalate their situation, a call back request is submitted by the agent, a member of our management team will respond to this request within 24-48 hours. Regretfully we are unable to expedite any warranty orders. Claim # ****** was shipped under warranty order #********* on 8-10-22 and delivered on 8-12-22 (***** tracking # ************). 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.

• Initial Complaint

  Date:08/09/2022

  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.

  I purchased an intex pool. The sand filter pump quit working within the warrenty period. My claim was approved Claim#****** It is going on a month and I have yet to receive the replacement pump. I was told it was out of stock in China and they have no idea when or if it is going to be sent out. I know for a fact that you can purchase this pump on their website. You can also purchase the larger pump(which is compatable) on their website, but they will not send one to you. They said you can buy it, but why would I? It's under warrenty. They said they will only send me the motor part, not the whole pump on the size I have, and they won't send the compatable moter which is the next size up. It may be months before I get the replacement that I was promised. My pool was over $300 to fill and almost $400 worth of chemicals and now the pool is ruined. The water is no longer safe to swim in with out the pump running. Yes, you can go without a pump for a week or so but not months. The customer service is horrible. They barely speak english and just say"Part in China, can't get for months) I asked to speak with a supervisor and they say no. This pump motor was defective and is under warrenty. I want my pump that I was promised and approved for. I was originally told that once approved I would receive in 7 days. They could do the right thing and send me the pump and not make me pay for it, or even the next size up that IS in stock. They are a pool company, that's what they do, and they can't or won't replace the defective motor so their customer can enjoy the pool that cost a small fortune to fill and treat with chemicals. I am very disappointed with this company. You can not actually speak with someone from INTEX, it's foreign people who have zero idea what you are talking about. They just keep saying, put more chemical in. Geez, The chemicals don't do the job without the pump for the pool.
  

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We apologize for any inconvenience you have encountered with your sand filter pump and our service center. Claim #******, has been approved. Regretfully item ***** (Pump Motor & Control For 12" Sand Filter Pump *****) is currently out of stock. Transit and port delays prevent us from providing an ETA. As soon as the item is restocked, it will be shipped. Please note that, per our limited warranty, we will only replace defective components, we do not process any full product replacements, substitutions or upgrades. Please contact the Service Center at ************** if you have any additional questions/concerns.

• Initial Complaint

  Date:08/08/2022

  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 bought a blow up pool from Intex, I set the pool up and had been enjoying it for a week, when I noticed that grass was starting to pop through the bottom of my pool. I contacted customer service and they said that they dont cover aggressive grasses poking through the pool (okay I get that, kinda but seems like a cop out of cheap material, but my yard has been dead for a long time as ** hasnt gotten any rain), however, we also followed everything, making sure the ground was level, putting the tarp down, etc. However, they also advertise that there pool material is made out of 3 ply puncture resistant material. In addition, Ive been arguing with customer service for WEEKS, than one of the reps told me to send in warranty information, and I did. I proceeded to get an email telling me that "its not defective and they wont do a warranty" I overpaid for this pool by almost **** on Amazon and they refuse to help me at all.
  

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We apologize for the entire situation. We have reviewed all of your email inquiries. As noted in your Owner's Manual, under pool set up, we advise that you eliminate all aggressive grasses. The Easy Set Pool is constructed with SuperTough puncture resistant 3-ply material, but aggressive grasses will go through the liner. Aggressive grasses are those that are tolerant of a wide variety of soils and once established can be drought tolerant. The limited warranty is against any manufacturer defect. Unfortunately, we are unable to replace your liner under the limited warranty program, as is this not a manufacturer defect. If you have any additional questions or concerns, please contact the Service Center **************** Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.

• Initial Complaint

  Date:08/08/2022

  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 12/31.2021 I bought a replacement heater for my Intex ******* as the one that came *********** failed due to the dreaded pump failing. When I ordered I asked their salesperson "How long is the warranty" and they told me one year. Well, my replacement heater failed with the same error after just 4 months of use. Intex then changed their warranty to 90 days this was only told me verbally through their support person though it still shows a 1-year warranty on their website. So I'm out another $300 dollars. I have filed a complaint with the ********** Attorney General and after months they have still failed to even respond to that complaint. ********** needs to go after this company and shut them down. If you are in ********** and have had issues please file a report there as well as the Attorney General has said if they do respond to multiple complaints it will help them in their investigation. If you are thinking of buying one. Do Not!
  

  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We apologize for any misunderstanding. Per the Warranty Period information on our website; "Please note that the warranty is applicable to full product purchases only and does not apply to replacement parts. For warranty information on replacement parts, please contact the Customer Service Center for assistance".
  If an issue/defect with a replacement part is reported within 90 days of delivery, Intex will gladly assist the consumer. Your replacement base was delivered on 12-16-2021 (Order # *********, ***** tracking #************). You reached out to our service center on 6-16-2022, 3 months past the 90-day period. Regretfully, we are unable to file a claim for a replacement. 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.
  
  
  Consumer Response /* (3000, 7, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I consider this to be utter and complete fraud on Intex ***** part. This is a self contained heater unit and is not a "part" it is a "new unit". You do not add this replacement piece to something that is broken. It the entire self contained heating and pump ***************. The rest of the unit is essentially just a blow up pool. As I know these fail I explicitly asked their representative how long the warranty and they told me 1 year before I completed my purchased. How this company is allowed to do business in ********** is beyond me. I will follow up in the court of law as well as personally follow up on my complaint with the ********** Attorney General. They need to be put out of business. I called and asked to buy one of these parts and again their representative quoted the one year warranty. See for yourself how deceitful this company is.************************************************
  
  
  Business Response /* (4000, 9, 2022/08/25) */
  We regret your unfortunate experience and appreciate your feedback.

• Initial Complaint

  Date:08/05/2022

  Type:Billing 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.

  Hi. I ordered an inflatable pool from Intex corp on July 1,2022. The payment for $748.92 was taken out of my checking July 5th, 2022. I received the pool July 10th. Attempted to set up on July 19th and the inflatable ring would not inflate. I called for a refund on July 20th ,2022 and was told "to cut up the pool into 4 pieces and send pictures to file a claim ". I filed claim #******, then got an email they were sending a replacement. I do not want a replacement because the lack of quality as well **************** and will not be able to check the new pool for defects . I called and requested refund. The person told me a supervisor would call me back. They didn't. I called again. And the woman named **** said a supervisor would return my call. They did not.
  I got a message from **** stating it's now more than a month and I would not be eligible for a refund. So they literally just kept saying they'd call back until after Aug 2 so they could say now it's not eligible.
  I respectfully ask for your help please in obtaining a refund.
  Thank you,
  *********
  

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We apologize for the entire situation. We've attempted to reach you at ************, on 8-16-22 and left you a voice mail with important information. Please contact our service center at ***********, for a resolution, (our business hours are Monday - Friday 8:30 am -5:00 pm).
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Number one I did NOT receive a replacement I called and made sure it would not be delivered because I never wanted a replacement **************************
  Number two I could not answer yesterday **************************** so I just tried to call and the girl fell asleep on the phone .
  All matters pertaining to this need to be in writing from now on.
  My email in *******************
  
  
  Business Response /* (4000, 9, 2022/08/23) */
  Once again, we apologize for any inconvenience with your pool and our service center. Package has been returned and processed at our warehouse. You can expect your refund to be processed within the next 3-5 business days. All consumer inquiries are resolved via our consumer service center. 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.

• Initial Complaint

  Date:08/04/2022

  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.

  We purchased an intex pool and have problems with the pump since we bought it. We were in the warranty period for a new pump. It took 12 days for the new pump to arrive. We get the pump and this one also has issues. It does not run continuously. We calle them again. They sent us a new pump, taking another 12 days to arrive. We live in upstate NY with a very short summer/swimming season. We called tonight and they want us to PAY FOR THE RETURN SHIPPING on the pump that does not work. Once they get it, they will send us another, taking AT LEAST another 12 days. BY the, our season is pretty much over. This has been nothing but a headache. We haven't even been able to use the pool because of this ongoing issue. We would like a refund for the entire pool as we will no longer be able to use it and we are completely dissatisfied with the product and the customer service. We will no longer be an Intex customer.
  

  

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We apologize for the entire situation. Unfortunately, we cannot assist you with a refund, any refund would come from the retailer in accordance to their policy. On 6-8-22, claim #****** was filed for a replacement motor, delivered on 6-21-22 (warranty order #*********, FedEx tracking #************). On
  6-24-22, claim #****** was filed for a second replacement motor, delivered on 7-5-2022 (warranty order #*********, FedEx tracking #************). On 7-12-22, claim #******, was filed for a third replacement. As noted under the warranty section of your Owner's Manual, to process a claim, the service center may direct you to return the product. The first 2 claims were processed, once proof of purchase was submitted. To process your third claim, we required that you mail in the product. Your return was received on 7-15-22, your claim has been approved, however the item is currently out of stock. As soon as the item is restocked, it will be shipped. Once it ships you will receive an automatic email with tracking information. 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.
  
  
  Consumer Response /* (2000, 7, 2022/08/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/03/2022

  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.

  Absolutely worst company ever. We purchased a 1200 dollar pool along with 500 dollars of other necessities to run it. Upon setting it up realized it was leaking in the seams. Their solution was for us to mail them 4 cut out pieces of the liner out of the bottom of the pool, the intex sign on the side of the pool, the valve and the defective piece. Then write the claim number on each piece. Which we did mail them on 7/1/22. The company received the package on 7/2/22. They delayed the claim and now are saying they are out of the liner we need. Absolutely no way to speak to a manager, they won't answer the phone, they have to call you back on their time. We were told we were waisting their time by the call center person because there was nothing they can do for us. Academy refused to replace it and insist intex should do it. Academy gave us no option but to pack it all up and return it to the store. Which we are not sure is possible at this point with all the holes intex made us cut in it.
  

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/05) */
  We apologize for the unfortunate experience you encountered with your pool and our service center. Your claim was initiated on 6-30-2022. Your cutouts were delivered via USPS on July 5, 2022 (Per USPS tracking number #******************************). Your claim was approved on 7-8-2022. Your request to speak to a service center manager was submitted on 7-12-2022 and completed on 7-13-2022. Pardon the delay in shipping you your replacement parts. Regretfully item ****** is currently out of stock. We expect to receive inventory near the end of this month, (baring any transit or 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.
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We returned this product. Intex could have easily confirmed stock on June 30th instead they made us jump through hoops only to again apologize and do nothing.Who wants to receive a pool at the end of summer? They don't seem like they genuinely care or understand the loss of time and money. We put this pool up, cut it up, took it down, and returned it, in over 100 degree weather. We paid for a professional to level our ground and brought in leveling sand. I will never use intex again. It's a shame that big businesses like this can jerk people around and shrug it off like it's no big deal. Also the practice of restating dates insinuates there is lack of honesty on the consumers end. I want to make sure any consumer reading this knows that this review was not exaggerated we did have to do all of these meticulous things while dealing with rude call center employees only to be told they don't have the item in stock and until their response here on BBB they couldn't even give us an ETA.
  
  They act as if there no other option for them to make this right.
  They could have refunded us.
  They could have sourced a pool from any one of their retailers.
  They could have let us know up front they were out of the liners and offered us a coupon or other insintive to get another pool else where.
  These are just a few ideas a better business might have tried.
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  Once again, we apologize for the unfortunate experience. We appreciate your feedback. Please not that at the time of your inquiry, there was no ETA available. Refunds are processed by the retailer in accordance to their policy. Unfortunately, Intex cannot process any refunds or make use of our retailer's inventory. Inventory levels change as claims and orders are fulfilled.

• Initial Complaint

  Date:08/02/2022

  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.

  Purchased a Riverrun blowup tube item number ******* on Amazon approximately July 15, 2022 upon receiving the box and opening it determined it was defective and called InTEXT customer service who said there was no warranty on this item. I can hardly believe that a company like this Can say to me not my problem but they did and refused to accept back this defective item and replace it with one that is not broken. Shame on them this is a $27 item and should have been replaced no questions asked because of their defective item that was produced somewhere in China.
  

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/04) */
  We apologize for any inconvenience. Unfortunately, the River RunTM 1 Inflatable Floating Lake Tube - Blue SKU: *******, is not part of our service program. Any issues with this item will need to be addressed by the retailer. 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.
  
  
  Consumer Response /* (3000, 7, 2022/08/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This was purchased as a gift for us online. It is an InTex product which bears their telephone number on the box. If they cannot stand behind the quality of their own products and then shame on them. I cannot believe they cannot simply send a replacement as they are the manufacture of this item
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  Intex has a limited warranty program in place for selected products, those excluded from it must be resolved with the seller. Regretfully we are unable to comply with your request. We appreciate your feedback.