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:07/28/2022

  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 this pool less than a year ago and it is completely rusted. It didn't survive the time in between from last summer to the summer. The metal is literally falling apart and they are rusted flakes and brown water coming out of it going into the pool and it's very unsafe. I contacted them but because we were under construction and remodeling we lost the receipt and a lot of other items got misplaced. I tried to contact the store but I guess I paid cash. Intext corp. just washed their hands and said there's nothing they can do without the receipt. But this is a health hazard now and it's unsafe with all the rust eating the metal my kid can get cut.
  It's Unacceptable how they don't take responsibility. All I'm asking them is for them to replace the parts that came damaged. It should last more than a year I didn't invest that much for just one summer. I have pictures and it is unbelievable how quickly it is soft and ate the middle. Maybe it was not quoted correctly. I'm worried that when my kids jump in the pool but the metals or the rest is are not gonna hold and it's going to collapse. I've invested so much in water as well that's what's Frustrating me as well the way the economy is right now.
  They act like I'm alone and I don't know how to defend myself. That's why I'm asking for Better Business Bureau to please intervene and help me. If you guys can please contact them maybe they will listen to you I honestly cannot find the receipt and a lot of my other stuff that got misplaced and thrown out. I'm sure it's in a box somewhere with all my other paperwork because I normally keep everything. I just cannot find it for anything in the world and this is very frustrating the way they're ignoring me. I have called their 800 number so many times but nobody picks up and I've sent so many emails and they've even stopped replying. I've invested too much time on hold with their 800 number and it goes nowhere. I think that's just their technique to Ignore you
  

  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/08/04) */
  We apologize for any inconvenience you have encountered with your pool and our service center. Our records indicate your last call to our service center was on 11-19-2020, your last email inquiry was submitted on 5-17-2021 and a reply was sent on 5-21-2021.
  Per your request, we contacted you on 8-4-2022, your wife took the call on your behalf. As discussed in our phone conversation, we are unable to file a claim without proof of purchase. Per our records, in October of 2020 an exception was made and we processed claim #****** for your 15*42 Prism Pool Liner, we are unable to make any further exceptions. If you are able to locate your proof of purchase and are within the limited warranty, please contact us so we may further assist. 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:07/27/2022

  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 queen sized air mattress from Intex. It slowly leaked air from the first time we inflated it. After not being able to find a hole, we contacted customer service for guidance. We were told to lubricate the gasket around the pump and if this did not work they would send a replacement. After doing as instructed the pump quit working completely. We contacted the company again and after over an hour on the phone with customer service they said they would be sending a replacement. No mention of any further action needed on our part. We waited 6 weeks and nothing showed up. We called again and they stated we would have to send a cutout of the bed itself before they would send a replacement. Seeing as we had found another pump for the bed, we asked what we were supposed to sleep on in the interim. They customer service rep seemed clueless and would not answer any questions nor transfer us to a supervisor for clarification. Nothing has been done and every rep we talk to tells us something different. Absolute nonsense. I will never buy from them again!
  

  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/07/29) */
  We apologize for any inconvenience you have encountered with your airbed and our service center. A claim for an airbed replacement, requires that the consumer; 1) provides proof of purchase and 2) mails in cutouts of the defective airbed. Pardon any miscommunication with our agent, however your claim #******, filed on 6-21-2022, states action required on your behalf. To continue with your claim please complete the required steps. A refund can only be processed by the retailer in accordance to their policy. 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, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The reply did not address the issue and took zero accountability for what transpired. My question was not answered. This is ludicrous.
  
  
  Business Response /* (4000, 11, 2022/08/15) */
  We apologize to address your issue unfortunately Intex would not have recommendations for an interim place to sleep. The airbed cutouts would have to be received in our warehouse prior to the replacement being ship. To receive a replacement airbed on claim ****** please follow the requirements mentioned before. Thank you.
  
  
  Consumer Response /* (4200, 13, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This entire situation is ludicrous. I am requesting a full refund immediately.
  
  
  Business Response /* (4000, 15, 2022/09/08) */
  Unfortunately, Intex is unable to comply with your request. We do not process refunds. Any refund would come from the retailer in accordance to their policy. For a replacement, please complete the claim process.

• Initial Complaint

  Date:07/26/2022

  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 from them off Amazon on 4/6/22 and Within the first two weeks the pool filter stopped working because the digital timer would not respond to any button commands. I contacted their customer service and in a rare occasion was able to speak to a representative in America who sent me a new one. Within a week of using the new pool filter this one is now malfunctioning. I called back to get another replacement at which time I cannot speak with a representative that's here in America and the representatives that I spoke with are barely understandable and are telling me that I need to now pay to have the replacement filter sent back to them. on my last two phone calls I asked to speak to a supervisor and I was told that they are out to lunch and a supervisor was not able to be spoken to . I've tried to call their corporate headquarters numerous times and the message always says that they are closed and I have left numerous unreturned messages. This is a big item and the shipping is very expensive and I don't understand why now all the sudden I have to pay for shipping. I only want to be contacted via telephone by someone in their corporate office and not a third-party from another country.
  

  

  Business Response

  Date: 08/12/2022

  Business Response /* (1000, 5, 2022/07/28) */
  We apologize for the entire situation. As discussed in our phone conversation, claims for second replacements, require that the consumer send back the defective component. Pardon any inconvenience. Claim #******, will be approved once your return is processed.

• Initial Complaint

  Date:07/23/2022

  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 purchased an above-ground pool pump from Intex ******************* on June 28, 2021. The box clearly states there is a two-year warranty on the product. After sending Intex the two receipts they requested they denied my request for a replacement pump. This is the email I received...
  
  "This email is to notify you that the claim made with Intex Recreation Corp. is beyond the time allotted to send the requirements needed to receive a no charge replacement. The claim has been rejected and cancelled."
  
  It clearly has not been two years. If Intex is not going to stand by its warranty printed on the box they need to change their box.
  

  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/27) */
  We apologize for any inconvenience and miscommunication with your claim. You claim #****** was submitted on 7-25-2022 and will ship under warranty order #*********. Your order is scheduled to be delivered by 8-1-2022. (************************************. 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:07/21/2022

  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 an Intex Pool from Academy. This pool has a sand filter pump. The valve on top that controls the backwashing, rinse, filter, etc. doesn't work properly. I filed a claim and explained the part I need replaced. They sent me the wrong part. I had to pay UPS $40.06 to ship it back to them. Intex told me they do not reimburse shipping fees to return an item. I do not feel that is good customer service and I think that's a horrible way to treat a customer when it was Intex who sent me the wrong part. All I want is a refund of $40.06 . My claim number with Intex is ******.
  

  

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 6, 2022/07/25) */
  We apologize for the entire situation. Unfortunately, we are unable to comply with your request. Intex cannot reverse/refund charges or fees paid to third parties. Your replacement 6-way valve has been shipped under warranty order #********* and is scheduled to be delivered by end of business day 7-29-2022. 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, 8, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Whilei appreciate Intwx sending me replacement part,, I feel their representative should've offered me more information on how to send back the wrong part they mailed me. The lady I talked to did not offer to give me the address to send the part to, nor did she offer to email me a return shipment bar code to put on the box like ****** does. I was just told to take it to UPS and that I'd have to pay to return it. The lady then hung up on me before I could ask any more questions. This situation could have been handled a little better and again, I appreciate Intex sending me the correct part. They have been good about that. I just feel that I should not have been forced to pay Fourty dollars I could not afford for the return when it was their mistake in sending the wrong part. I'm still unhappy with that.
  
  
  Business Response /* (4000, 10, 2022/08/02) */
  Once again, our apologies for the entire situation. We appreciate your feedback.
  
  
  Consumer Response /* (4200, 12, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There was no resolution but I hope Intex representatives handle problems like this in the future better so no one else has any miscommunication issues with Intex. They should've given me a return address with a baroda like ******.

• Initial Complaint

  Date:07/20/2022

  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.

  On June 29,2022 I called them to tell them that my Sand Pump is not working. Found out it is still under warranty. Told me what to do and file a claim. After many phone calls my new pump was delivered HOWEVER it was the wrong pump! I notified them and they said it was my fault, not! Next I had to pay $50.00 to return wrong pump back to them. Gave me a new claim number. They received wrong pump on 7/14/2022. I have called every day to ask why they have not sent me the correct pump. I am getting all kinds of excuses. As of today the new pump has not even been processed which means another week or so before I get it! Problems I am having is that it is obvious that they do not care about their customers. 1- they always have an excuse why it is not going right 2- I had to pay to return their product at their mistake 3 - they don't do expedite shipping 4- their warehouse (shipping) takes 3-5 days to just let them know that a product is received 5-I have to call them every day to check on the progress
  This company does not care about their customer or to help in any way to process things quickly!
  

  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 8, 2022/07/25) */
  We apologize for any inconvenience you have encountered with your pump and your claim. On 6-27-2022, you called about your sand filter and provided model *********** On 6-28-2022, you called to file claim # ****** for a replacement motor for your sand filter and once again provided model **********. A replacement motor was shipped to you via warranty order #********* and delivered on 7-6-2022 *******************************. The replacement motor sent was based on the model information you provided. On 7-6-2022, you called to report the wrong motor was sent to you, and provided a different model, *********** This was not an Intex error. To send the correct replacement motor, we did ask that you send back the incorrect motor at your expense. The motor was received on 7-14-2022. Processing time can take 1-3 business days, once the return is processed, an order is generated, fulfilled and shipped out. Your replacement was shipped under warranty order #*********, on 7-22-2022 and is scheduled to be delivered by end of business day 7-29-2022 ******************************** 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:07/19/2022

  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.

  Ordered a Pool cover from Intex's Website and it was delivered damaged. The pool cover right out of the box was separated at the seems. The stitching was coming off and that it was separated at the lining. I called Intex customer service and they told me since I ordered it direct from Intex that all I needed to do was fill out the warranty form and add a picture of the defective damage cover. So that is what I did. I than received a email telling me it was rejected because I need to cut out a part of the cover. You can not even understand these people when they talk. They hung up on me twice and I was not even rude there hold time is 2 hrs. They put me on hold so that they could read the warranty to tell me what I needed to do. What a Total Mess and disaster they are. The cover is $35 and shipping was $25. And now they want me to pay to ship back the pool cover that I paid for and they sent damaged. I asked for a supervisor and they said they would have to fill out a form and then a supervisor will call. Well The supervisor called and gave me the same run around. All I want is a refund or a New pool cover. They are nothing like amazon. You think for a second They would send another pool cover with a return label and if they did not get the damaged cover back they could charge me for it, sort of like reasonable company's do Like ******. I would like to get this resolved and get my pool covered for now I have no cover and I am Out $67.63
  Thank You
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/07/22) */
  We apologize for the entire situation. We attempted to reach you, to offer a resolution. Please access your claim for action required or contact our service center at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.
  
  
  Consumer Response /* (3000, 7, 2022/07/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Intex wants me to send back a 6 x 6 cut out of the defective area of the cover, along with a cut out of the name and skew code. I purchased this cover directly from intex. They want me to pay to send it back. With all do respect Intex sent me a damaged pool cover that I paid $25.00 originally to ship and now they want me to pay another $ 20.00 to ship it back.
  I would like a new pool cover shipped to me and a Return Postage label and I will send Back the unused pool cover. Cover was never used it is brand new. By the time intex sends me another it will be the end of summer here in *** All for a $35 Pool cover. The customer service has long wait times.
  
  
  Business Response /* (4000, 9, 2022/07/29) */
  We apologize for the entire situation. To process your claim, via your claim, please upload a picture of the cutouts required. No need to mail them to us. 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 /* (4200, 11, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because of the website where I need to upload pictures is a Insecure web site. Not protected and my Anti-virus software will not let me download.
  
  Why cant Intex have a secure website?? I do not want any virus's on my computer.
  
  
  Business Response /* (4000, 13, 2022/08/03) */
  We apologize for any inconvenience. We have resent you the email with a link to your claim. Please use the secure link provided to you to access your claim and upload the required images. If you further assistance, please contact the Service Center at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.
  
  
  Consumer Response /* (4200, 16, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Intex wants me to download pictures now to there warrnty website. I went and I tried however my anti virus software will not let me do. It keeps flagging me and saying it is a INSECURE WEBSITE meaning it could have Viruses. I will not risk my computer for a $35.00 Item.
  Intex should be ashamed of themselves making it so hard to replace such a small inexpensive Item. I have to go through hoops for a replacement. The summer in ******** is half over. At this point I want my Money Back And I will no longer be a customer of INTEX. It is NOT worth the Hassle.
  
  If they have a problem with refunding me, well then they can keep there money. I do not need there aggravation and incompetence. I will make sure at ever post I can to let the US public know how terrible they are.
  
  
  Business Response /* (4000, 18, 2022/08/15) */
  WE apologize for the site not showing up as secure. If you would not like to upload the pictures the other option would be to send the cutouts to our warehouse to have the claim approved. You are able to upload the pictures through our contact us page on*******************
  
  
  Consumer Response /* (4200, 20, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I went back to the website and I once again I can not add the photos Intex wants. So I am going to add the file of pictures to this page here. So if you can *** please give or send these photo's to Intex. I hope this will be the last of their Incompetence's.
  Intex has a copy of my receipt because I ordered it directly from them.
  
  
  Consumer Response /* (-5, 21, 2022/08/18) */
  ***Document Attached***
  More photo's I really do not understand exactly what photos they want. This is all that is on the pool cover. The Pic's I have downloaded.
  
  
  Consumer Response /* (3000, 23, 2022/09/07) */
  HI What I am looking to find out the out come to this matter.
  
  Thank You!
  
  
  Business Response /* (4000, 25, 2022/09/13) */
  As noted on your claim, to process your claim you will need to cut 2 pieces of your defective pool cover. You will need to cut the 1) Intex logo and a 2)6" x 6" square of the defective area or any other area. We need an image of these pieces to process your claim. You can submit them via your claim, our contact us page, or via this complaint. If you have any additional questions or concerns, please contact the Service Center at *************