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:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had bought an Intex ******* Clear Saltwater System *****EG through ****** a couple years ago. When I had trouble with the system last year, they confirmed that the system went bad and would send me another unit since it was still under warranty. When I received the replacement unit, they forgot to send me the titanium electrode piece which is what was going wrong with the system. I messaged them and told them that they forgot to include that part in the shipment. They were VERY apologetic for the error, however they told me it was now outside the warranty period. That they wish they could make it right if they could. The problem is that they admitted fault, however refused to send me that part. It's a little ridiculous to hear a company admit fault for forgetting to sent you a part within the warranty time, however they will still not make it right. I'm usually impressed with Intex and their customer service, however this was a terrible experience. I would obviously love for them to make it right and send me that Titanium Electrode. I've been a long time customer.

  

  Business Response

  Date: 09/05/2024

  Thank you for reaching out to us regarding your Intex ******* Clear Saltwater System *****EG. We understand your concerns and regret the frustration youve experienced throughout this process.

  After thoroughly reviewing your case and our records, Id like to clarify a few points. The replacement unit was shipped to you on 7-5-2023, and it was delivered on 7-9-2023. At the time of this claim, there was no mention of an issue with the titanium electrode. The warranty for the titanium electrode is valid for 1 year from the date of purchase, and unfortunately, that warranty expired on 7-17-2023, before the issue with the salt reading was reported on 8-23-2024.
  

  While we understand that you believe the electrode should have been included in the replacement shipment, there was no claim initiated for this part during the warranty period. As such, we are unable to ship a replacement part outside of the warranty terms.
  

  We sincerely apologize for any confusion and frustration this may have caused, and we regret that we are unable to accommodate your request at this time. If you have further questions or would like to discuss this matter in more detail, please feel free to contact us via chat or call us at ************.
  

  Thank you for being a valued customer, and we hope to continue serving you in the future.

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22223576
  
  I am rejecting this response because: Within the warranty period, I reported there was an issue with the system. I didnt know what was wrong with the system at the time. I contacted Intex and they told me it was the system going bad. Unfortunately, it appears it was the electrode going bad. I wasnt aware of the electrode issue at the time since Intex didnt believe this was the problem. The customer representative I spoke to through email admitted fault for failing to send the electrode with the system. As much as I appreciate the customer representative admitting the mistake, it would have been nice for Intex to stand by their word and send the replacement when it was reported within the 1 year warranty.
  
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 09/10/2024

  Thank you for your continued feedback. We understand your concerns and appreciate the opportunity to clarify our position further.
  

  As noted in our initial response, the motor and control station for your Intex ******* Clear Saltwater System were sent as part of your warranty replacement claim, and there were no issues reported with the titanium electrode at that time. Per our warranty terms, any issues with a replacement unit must be reported within 15 days of receipt. Unfortunately, we did not receive any further communication from you until July of 2024, well outside of the warranty period.
  

  While we understand that you believe the electrode should have been included in the replacement, the system's issue was not identified or communicated during the warranty period, and we are unable to provide parts outside of those terms.
  

  We regret any inconvenience this may have caused and encourage you to reach out with any other questions. Our team is here to assist you moving forward.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22223576
  
  I am rejecting this response because:

  The person I spoke to during the warranty period mentioned that they would be sending a replacement system. When purchasing an Intex Saltwater system, does this include the titanium electrode? Or do you have to purchase that separately? When I purchased the saltwater system through ******, it included the titanium electrode with the system. When speaking to Intex this year, they apologized to me for forgetting to send the titanium electrode with the system. Obviously, super frustrating that Intex admitted fault, however wouldn't fix the problem since it was now past the warranty.

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

  

  Business Response

  Date: 09/16/2024

  Thank you for your continued feedback. We understand your concerns and appreciate the opportunity to clarify our position further.
  

  As noted in our initial response, the motor and control station for your Intex ******* Clear Saltwater System were sent as part of your warranty replacement claim. At the time of that shipment, no issues were reported with the titanium electrode. Per our warranty terms, any concerns with a replacement unit must be reported within 15 days of receipt. Unfortunately, the issue with the electrode was not identified or communicated within that period, and we did not receive further communication until well outside of the warranty window.
  

  While we acknowledge that you believe the electrode should have been included in the replacement, the systems issue was not confirmed or raised during the warranty period. As such, we are unable to provide parts outside of those terms.
  

  We apologize for any inconvenience this may have caused and appreciate your understanding.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22223576
  
  I am rejecting this response because:
  

  I was told by the customer representative that I would be sent a new system since it was faulty. I asked you if a new system includes a titanium electrode or do you have to purchase that separately? When purchasing the system on ******, it came with the titanium electrode. However, you failed to answer that question. The customer representative apologized for the error. I completely understand it is past the 15 days. However, it would of been nice for your company to send the titanium electrode since Intex admitted fault for not including it. Obviously this is poor customer service if you can't make right by the error. It is no wonder why your company is so poorly rated on the BBB when it comes to customer reviews.

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

  

  Business Response

  Date: 09/20/2024

  Thank you for your continued feedback. We understand your frustration regarding the titanium electrode and appreciate the opportunity to once again clarify our position.

  After a thorough review of your case, including all email correspondence and phone call records, our decision not replace the titanium electrode was made in accordance with our warranty policy. The warranty claim form clearly outlined the parts being replaced, and the titanium electrode was not listed.
  

  We acknowledge the inconvenience this may have caused, unfortunately, we are unable to provide parts outside of what is covered under the warranty claim.
  

  Should you wish to discuss this further, we encourage you to contact us via chat at intexcorp.com or by phone at **************. We value your feedback and are committed to improving our service.

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22223576
  
  I am rejecting this response because:

  **************** from ********************** admitted fault for forgetting to send the titanium electrode. I was told I would receive a new system. Ive asked this following question twice so far without any answer. When receiving a new system, does it come with a titanium electrode or do you have to purchase that separately? If you have trouble answering the question, may you please have a supervisor assist you?

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

  

  Business Response

  Date: 09/23/2024

  Thank you for reaching out and we apologize for any confusion regarding your claim. Please note that Intex does not process full product replacements under the limited manufacturer warranty. Only the defective component is replaced.
  

  In response to your question, no, the titanium electrode and other attachments/accessories are not included in the replacement. As outlined in the warranty claim process, it is important to keep all existing parts until you receive the replacement component.
  

  Your claim was initiated for a replacement motor and control station because the service light issue was the problem reported. The titanium electrode, which is covered by a limited 1-year warranty, was unfortunately out of warranty at the time of your initial call. After reviewing your case, we confirm that Intex will not replace the titanium electrode.
  

  If you have any further questions or need additional assistance, please feel free to contact us via chat at ***************************** or by calling ************.
  

  Thank you for your understanding.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22223576
  
  I am rejecting this response because:
  

  I received an apology from Intex customer support for forgetting to include the titanium electrode with the system. A clear mistake on Intex's part. Anyways, I went ahead and purchased a titanium electrode through the Intex website since this is going absolutely nowhere. When purchasing the titanium electrode through the Intex website, does that include a 1 year warranty?

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

  

  Business Response

  Date: 09/25/2024

  We apologize for the inconvenience youve faced. Please contact our service center via chat or by calling ************, and one of our service agents will be happy to review the limited manufacturer warranty and claim information with you to ensure everything is properly addressed.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22223576
  
  I am rejecting this response because:
  

  Unfortunately, the titanium electrode still hasn't been replaced by Intex when they forgot to send it with the system. I will reach out to Intex about the new titanium electrode that I purchased off the website to see if they offer a warranty on that product.

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

  

  Business Response

  Date: 10/03/2024

  We apologize for the inconvenience.

  Unfortunately, we couldnt fulfill your request.

  For information on the limited warranty for replacement parts, please contact us via chat at intexcorp.com or call ************.

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22223576
  
  I am rejecting this response because:

  I appreciate the apology. It certainly is frustrating that Intex made this mistake and didnt make it right. Please do better as a company. In the meantime, I will reach out to Intex about the electrode warranty that I recently purchased.
  
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 10/09/2024

  Thank you for sharing your feedback. We understand your frustration and apologize again for the inconvenience caused. We strive to improve and will take your comments into consideration. If theres anything else we can assist with, please feel free to reach out. 

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two intex beds a few months ago. Both had proble**, 1 split at the seam and the other had a leak. Intex agreed to send the 2 replacements and they shipped them via ****** ***** lost the packages. They seem to have delivered to the wrong location Because the drop off description from the driver does not match my location at all. I filed a claim with ***** and they responded with an email stating they are unable to locate the packages. .I inform intex of this and they refuse to do anything. I offered to send them the email from ***** in which they admit to having lost my packages, but intex doesn't want to see it and they are refusing to replace the warranty replacements that ***** lost. So I am stuck with defective and unusable intex beds because intex refuses to fix this. And to make it even worse is intex refused to send new products as replacements. Only a part if it is what they had Originally sent at replacements. I paid full price for two whole built in pump air mattresses and when filling the original warranty claim, they refused to send the the entire product. They force you to use the old Uninstaller the pump from mattress and then install it in the replacement bed they send. I am not an engineer I dont know how to do those things I paid $ for a new air mattress that was intact out of the box. That mattresses was intact right out of the box. They urned out to be defective. A warranty replacement should be an equal replacement, not a partial replacement. Intex is the worse company that has the most unhelpful barely English speaking customer service representatives. They refuse to transfer to supervisor ** and they hang up on you when you constantly. I will never spend another "**ingle cent on an intex product ever again.

  

  Business Response

  Date: 08/28/2024

  We sincerely apologize for the inconvenience you've experienced with your Intex air mattresses and for the frustration caused by the delivery issues. We understand how important it is to receive your warranty replacements promptly and in full.

  Please be assured that our intention was to provide full product replacements, so there is no need to transfer the air pumps to the replacements.
  

  Regarding your warranty orders:
  Warranty Order ********* for item *****T was shipped on 8/13/2024. According to ***** tracking #************, it was delivered on 8/15/2024 at 7:01 PM and left in a locker/storage.
  Warranty Order ********* for item *****T was shipped on 8/14/2024. According to ***** tracking #************, it was delivered on 8/15/2024 at 7:01 PM and left in a locker/storage.
  

  You contacted us on 8/16/2024 to report the missing packages, and our agent promptly initiated two ***** investigations (case # C-159651786 and #C-159651445).
  Per our agreement with *****, we, as the sender, need to initiate an investigation for any missing or damaged packages. Unfortunately, ***** denied both cases. As a result, we are unable to reship the packages at this time.
  

  If ***** has acknowledged losing the packages, please contact them directly and request they reverse the results of cases #C-159651786 and #C-159651445. Once they do so, we will gladly reship your packages.

  We apologize again for any inconvenience caused and appreciate your understanding in this matter. If you have any further questions or need additional assistance, please feel free to reach out to us via chat at intexcorp.com or call us at ************. We are here to help in any way we can.

• Initial Complaint

  Date:08/12/2024

  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.

  Nov 23, 2021 I bought an Intex PureSpa inflatable hot tub on Amazon. Upon receipt and set-up the unit would not hold air. I contacted Amazon and they directed me to Intex Recreation Corp. The Intex process for replacing the brand new and unused item was not simple or customer friendly. It took 7 months to receive the replacement tub. We used the tub sparsely over the next two years. On or about May 18 2024 the motor seemed to no longer work. I contacted Intex for technical support. I followed the techs directions and reported back the results. The tech was certain that the motor needed to be replaced and recommended the same. On July 8, 2024 I contacted Intex and purchased a replacement motor. The unit cost $274.26. Tax was $22.19 (which I am out of state and shouldn't have been charged tax) Shipping was $42.73. The unit came without a control panel. I did not expect that. I went onto the Intex website and learned that they are separate components. There was no tech support on their web site for removing and replacing the control panels. I found the solution on YouTube.com. I put the old control panel on the new unit and dry tested it. It did not work. I purchased a control panel and put in on the old motor and the assembly worked. I contacted Intex to share the details and asked for a return label, and reimbursement of all of the fees I paid for the new unit that I would return. They said that I had to return the unit for exam to make sure it was not used for a partial refund. They said they would refund me the cost of the unit but not the shipping nor send me a return label. I only purchased the unit at their direction. They diagnosed the problem incorrectly and should send me a return label plus reimburse me all costs associated with the unnecessary purchase of the replacement unit.

  

  Business Response

  Date: 08/13/2024

  We are truly sorry to hear about the challenges youve faced with your Intex PureSpa and the inconvenience caused by the replacement motor and control panel issues. We aim to provide a seamless customer experience, and I apologize that this was not your experience.

  Based on our records:

  March 28, 2022: Warranty claim #****** was initiated for a replacement spa tub. We requested your Amazon order and delivery confirmation and cutouts of the defective tub. The purchase information was uploaded on April 24, 2022, and cutouts were received at our facilities on May 3, 2022. The replacement tub was shipped under warranty order #********* on May 4, 2022.
  

  February 12, 2024: You reported an issue with the control base, stating that the unit had no power even after resetting the ***** Our response indicated that if the unit has no power, the entire control base must be replaced, as we do not sell internal parts.
  

  July 8, 2024: You placed order #********* for item #*****G, which is a control base and does not include a control panel as shown in the description.
  

  Regarding the return of the control base, our return policy is as follows:
  

  *Products must be shipped back within 30 days from the date the order was received.
  *Products must be in original/resalable condition.
  *The customer is responsible for shipping costs.
  *A traceable shipping method is recommended.
  *Intex is not responsible for products lost in transit.
  *A refund will be issued for the cost of the product itself, but shipping and handling fees are not refundable.

  We understand your frustration and would like to resolve this matter. If you decide to return the control base, please review our return policy and follow the outlined steps. For any additional questions or concerns, please contact us via chat at intexcorp.com or by calling ************.

  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22124055
  
  I am rejecting this response because:I followed the directions of the Intex technical support staff. I did not make the decision to buy a replacement motor on my own. The Intex staff misdiagnosed the issue. As a doctor, if I misdiagnose a patient's condition and treated the patient incorrectly, I would be sued for malpractice. Intex policy is not a contract. The Intex tech support's misdiagnosis of the issue is the reason I unnecessarily purchased a new motor. At this point I consider the Intex customer support a complete failure and will be happy to warn others of this terrible experience. Intex can make it right by being responsible accountable adults and and recognize the fact that I only purchased the replacement motor at their direction. A responsible action would be to guarantee to remunerate me all costs associated with the purchase, shipping, and return shipping of the motor before it is returned. Somehow their customer non-service seems to think that their policy is codified in federal law. It is not.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/20/2024

  We sincerely apologize for the inconvenience and frustration youve experienced. We understand your concerns about the technical support and the replacement motor purchase. While we strive to provide accurate guidance, we must adhere to our return policy, which unfortunately does not cover shipping costs or offer refunds for shipping fees.
  

  To process a return, please follow our return policy: ship the product within 30 days, ensure it's in original condition, and use a traceable method. We appreciate your feedback and will use it to improve our services.
  

  For any further assistance, please contact us directly.
  

  Thank you for your understanding.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22124055
  
  I am rejecting this response because:Intex is not taking responsibility for their actions and I will not spend more money to potentially get a partial refund. This failure to provide good customer service should be widely publicized and others should be and will be warned. The Better Business Bureau should rate their customer service with a solid F- minus. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/05/2024

  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 3rd, 2024, I ordered a pool filter pump model# *****EG, ***** gallon filter pump.Pump Cost= $103.31 Shipping= $ ***** Tax= $ ***** Total= $146.13 On 7/11/24 ***** delivered The filter after a couple of uses the filter is defective and not filtering properly. On August 2nd, 2024 I called Intex at there phone number, and explained that I would like to return the defective product, the customer service agent I spoke to said I have to pay to return it, and he provided the shipping address, he also stated that non of the shipping cost are refundable, I explained to him that I do not think its fair that I should have to eat both shipping cost, if there item is defective, and I asked to speak to a supervisor, he said there is no supervisor, On 8/2/24 I went to both **** and the post office, and was quoted $73 to ship this back to **********. If you do the math, I paid $***** to receive this, and $73 would cost to send this back, shipping charges alone are $103.90, and the pool filter is $103.31 so in other words I spent $103.90 in shipping to get a refund of $103.31.. where is the logic and justice in that for buying a defective product? after this experience I looked up intex and read allot of there 1 star reviews, I now wish i read those reviews before hand, and I also wish I would have never bought from Intex for all the obvious reasons I stated.

  

  Business Response

  Date: 08/13/2024

  We sincerely apologize for the inconvenience you've experienced with your pool filter pump and the difficulties you've encountered during the return process. We understand how frustrating it can be to deal with a defective product and the associated costs.
  

  Following your conversation with our service center, we have initiated claim #****** to ship out a replacement for the defective filter pump (model# *****EG, 2500 gallon). This replacement will be sent under warranty order #*********. You will receive an automated email with tracking details once the order has shipped.

  We are committed to addressing any additional questions or concerns you may have. For further assistance, please contact us via chat at intexcorp.com or by calling us at ************.

  Thank you for your patience and understanding.
  

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a salt water system on Amazon from the Intex Store and the listing description indicates a 2 year warranty. Within 8 months it stopped producing chlorine. They had me troubleshoot and said it was the titanium electrode. They sent a replacement. In 10 months now I have the same problem. A technician I spoke to checked all my pool specs and water levels and said it seems the chlorinator is not working. I called Intex and was told that I needed to pay a technician to provide a report indicating the problem, but I would have to pay for parts because there was no warranty. I purchased the pump on August 31, 2022, less than 2 years ago. I asked to speak to a manager in hopes of speaking to someone who could better evaluate the situation and was put on hold for 15 minutes and then disconnected. I want the pump replaced as there is obviously a defect in the chlorinator's operation - not in the electrode.

  

  Business Response

  Date: 08/13/2024

  We apologize for any inconvenience you have experienced with your saltwater system. Based on the Limited Warranty, the warranty periods are as follows:

  
  Sand Filter Pump: 2 Years
  Titanium Electrode & E.C.O. Electrode: 1 Year
  Hoses, Plunger Valves & Fittings: 180 days

  
  Given that your purchase was made on August 31, 2022, your sand filter pump is still within the warranty period, but the titanium electrode and E.C.O. electrode warranty has expired.

  
  Please contact our service center at ************ for troubleshooting support. If it is determined that the main motor and control station are the issues, we will initiate a claim for you. However, please note that you will need to reuse several parts from the previous unit, including the electrodes, as they are no longer covered under the warranty.

  We understand this situation has been frustrating, and we are committed to assisting you to the best of our ability.
  Thank you for your understanding.

• Initial Complaint

  Date:07/25/2024

  Type:Order 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 pool 24X52 for $1,300.00 it was delivered to me on 6/03/24. When we put the pool up we discovered that the liner had a leak in the seam. So I called the number that was in the book that come with the pool. (The only number for the ***. INTEX recreation corp.p.o.box1440 **************90810-1440************* www.intexcorp.com.) I gave them my information and was told that they was shipping a new liner. Waited the two weeks they said it would take to get here and no liner. I have attempted to call them back two more times and they just keep telling me that they will send me a email within the hour and to click the link on the email and fill out the form for a replacement but they never send me a email. Summer is coming close to ending and after paying all that money me and my grandchildren sit and watch the neighbors swim as we cant. I am furious. And dont know what else to do. Please help.

  

  Business Response

  Date: 07/30/2024

  We apologize for the miscommunication and the delay you've experienced. We understand how frustrating it must be, especially with summer nearing its end.
  

  Replacements are sent via warranty claims, and to process a claim, we require the submission of order and delivery confirmation for online orders. According to our service center, you were able to submit the required information, and your claim (#******) has been approved.
  

  Once your replacement ships, you will receive an automatic email with order and tracking information. For any additional questions or concerns, please contact us via chat at intexcrop.com or call ************.
  

  We appreciate your patience and understanding.

• Initial Complaint

  Date:07/19/2024

  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.

  Two weeks ago i bought the Intex Ultra XTR Deluxe above Ground Swimming Pool Set, includes Cartridge Sand Filter Pump, Super Tough Puncture Resistant, Rust Resistant, and 24x52 just got around to setting it up yesterday. open the box all but 3 of my poles were missing along with my motor, I bought it from Lowes and they are telling me to contact Intex and Intex is telling me to contact Lowes, an not only that but there is 3 very fine slices in the bottom of my liner, i will get my replacement or i will see both of them in court its that simple

  

  Business Response

  Date: 07/30/2024

  We apologize for the inconvenience you're experiencing with your Intex Ultra XTR Deluxe Above Ground Swimming Pool Set. We understand your frustration regarding the missing poles, motor, and the damaged liner.

  
  Please note that the limited manufacturer warranty covers defects in materials or workmanship. Given the situation with the missing parts, we may be able to assist or refer you back to the seller, Lowes, for resolution.

  
  We previously reached out on July 25, 2024, to assist further but were unable to gather all necessary information. A second attempt was made on July 30, 2024, but we were unable to reach you and left a detailed message.

  
  For immediate assistance, please contact us directly via chat at intexcrop.com or call ************. We are committed to resolving this issue as swiftly as possible and appreciate your patience.

• Initial Complaint

  Date:07/19/2024

  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 pool liner on 6/11/24 paid $887.28 the trucking company LTL ***************) called me on 7/8/24 and told me the pool liner was lost in shipment and Ive called the company they accused me of lying about it and the trucking company emailed them and called them. So I asked for my money back and they refused to give it back . This is not right so can yall please help me thanks for your time.

  

  Business Response

  Date: 07/25/2024

  I am very sorry to hear about the trouble youve experienced with your pool liner order and the unfortunate situation with the lost shipment. Please accept our sincerest apologies for the inconvenience and frustration this has caused.

  
  We have reviewed your case, and we are aware that the carrier has approved the claim for the lost package. We have submitted a request for a full refund on your behalf. You should expect to see the credit to your account within 5-7 business days.

  
  If, for any reason, you do not see the credit within this timeframe or if you need further assistance, please do not hesitate to reach out to us. You can contact us via chat at intexcorp.com or by calling ************. We are here to help and ensure that your issue is resolved.

  
  Thank you for your patience and understanding.

   

• Initial Complaint

  Date:07/19/2024

  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 first ordered a pool liner from Intex on July 2nd 2024 which was Miss delivered on July 6th and was never retrieved byFed ex. On July 9th intex reissued a replacement liner which did not arrive until July 16th. At this time it was observed that the box was heavily damaged on one end and retaped and opened on the other end. A complaint was filed with ***** and also with Intex ***** has closed their case and has reopened a case with Intex. In the meantime I have a damaged liner weighing ***************************************************** to preserve the box which I cannot do and they told me it can take up to 2 weeks for them to retrieve the box if that is what they even decide to do. In the meantime I have no pool liner I have 70 lb box in the middle of my driveway it is also my horse pasture so if I let my horses out they will destroy the box yet I am being told I must retain it until they get around to claiming it if that is what they decide. I feel it is totally unreasonable for them to expect me to store this object for this length of time all I requested from them was to make a decision if they wanted me to keep it and get rid of it or if they wanted to come and pick it up right away to get it out of my way all I was told is I would have to wait up to 14 business days. I find this totally unacceptable I did not feel that I should have to keep their products for 2 weeks if they want it they need to get it if they don't want it they need to release it delivery address is my secondary property ******************************************************************** delivered under the name of ***********************

  

  Business Response

  Date: 07/30/2024

  We apologize for the inconvenience and frustration caused by the delivery issues with your pool liner.
  

  After the initial order was lost, claim ****** was initiated to expedite your replacement, which shipped under warranty order ********* and was delivered on 7-16-2024. We understand that the liner was damaged upon delivery.
  

  As a result, we must file a claim with ****** The investigation's outcome will determine the resolution we can provide.
  

  To further discuss your case, please contact us via chat at intexcorp.com or by calling ************. We appreciate your patience and understanding as we work to resolve this issue.

• Initial Complaint

  Date:07/18/2024

  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.

  June 6 2024 on-line transaction for a spa LED light. Once I received the part it was missing the waterproof battery compartment and cover. I contacted them and they sent another one that was still missing the parts. Then they informed me that these parts had to be ordered separately. This is not stated anywhere on the product description page for the part and is very misleading. In fact, after reviewing other customer reviews posted on their site, each customer faced the same issue and had to order the additional parts including shipping costs otherwise the spa light is useless.the following is a copy of my last correspondence with them today; "Once again, The missing battery cylinder and waterproof cover not being included with the light is very misleading to customers and should be stated in the item description. If I have to order this item, then where do I find it on your site.? What is the item Number? Is the waterproof cover for the compartment included? If not, what is the item number? How much will it cost me in shipping or will your company pick up the shipping costs? Also, could you please provide me with the email address for a Supervisor, Director or someone that I may be able to file a formal complaint with concerning the misleading advertising on your parts site? In addition, I will be filling a formal complaint with the Better Business Bureau and US ************************** for further investigation. Thank you and I look forward to your reply." They have not responded and are very evasive in providing me with a Supervisor so that I may escalate this complaint." On behalf, of all the customers who have been misled by this situation, Thank you for looking into this matter and I look forward to hearing from you. Sincerely, ****

  

  Business Response

  Date: 07/19/2024

  We sincerely apologize for the confusion regarding the missing battery holder (*****) and battery housing cover with O-ring (*****) for the Spa LED Light (Item *****). We understand the frustration this situation has caused.

  
  Our product image for the Spa LED Light (Item *****) does not include these additional parts, as they are sold separately. We apologize for any misinformation and understand your concerns.

  
  To order the missing parts, please visit our website at intexcorp.com. For further assistance or additional comments or concerns, please contact us via chat at intexcorp.com or by calling us at ************.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21999332
  
  I am rejecting this response because:I am not the only customer that has been misled by the lack of information on their website. Please read the customer reviews on the webpage under the spa LED light regardless of the picture shown. I believe the business has a duty to inform their customers that this light will not function without the battery cylinder and waterproof cover and they should have included the part numbers on this page so that we could order them along with the unit and save us having to pay additional shipping charges.  Here is an example of one of their many responses after I provided them with the information they requested:

  "Your Question(s) below:

  I have provided the information you requested and you still are not assisting me with my request. Could you please provide me with the information I need so that I can order the additional parts to use this spa light properly. Once again, what is the part number for the battery compartment and if the waterproof cover is not included then I need that item number as well. If you are not going to pick up the shipping costs, then I need to how much this will cost me to have these missing parts shipped to me. Thank you. 

  Intex agent response: "Unfortunately, your particular situation cannot be resolved via email. The quickest way to resolve this issue is to contact an Intex agent for assistance at **************.

  Have we answered your question(s)? If you have further question(s),please click here to be redirected to our Email Support" 

  
  

  As they do not have a toll free number, this would have cost me over $20 in long distance charges.  That is totally unfair especially after I provided the information they requested. They need to do better for their customers instead of trying to frustrate them to the point where they give up and have no choice but to pay for the additional parts and shipping charges. 

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

  

  Business Response

  Date: 07/30/2024

  We sincerely apologize for the frustration and inconvenience caused by your recent experience with the Spa LED Light (Item *****). We understand the importance of clear communication and your concerns about the missing parts.
  

  Our product image for the Spa LED Light (Item *****) does not include the battery holder (*****) and battery housing cover with O-ring (*****), as these parts are sold separately. We acknowledge your feedback regarding the need for clearer information on our website and will review it for improvements.
  

  To order the missing parts, please visit our website at intexcorp.com. Unfortunately, shipping fees are determined by our service provider, and we cannot make adjustments. For a quote or further assistance, please contact us via chat at intexcorp.com. If calling ************ is an expense to you, our chat service might be a more cost-effective option.
  

  Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21999332
  
  I am rejecting this response because:

  As of this date, the webpage has not been updated with the correct information to warn customers. See the following link to the webpage for this part. (********************************************************************************************) In comparison, here is another link to another spa LED light that they offer to their customers and appears to have the battery cylinder and cover included in the picture with an appropriate description of the product. Why is there a difference between these two spa lights? They appear to be the same product. See the following link (***********************************************************************************************************************************) In addition, here is another another customer review that highlights the same misinformation, frustration and additional expense they incurred in order to obtain a fully functional unit;  "The actual light works well however it would be helpful if customer service knew their product line better. Spent 20 min on chat for the *** to tell me to order this part # specifically. So I did. However, the part arrived without the power unit and the s**** cap. This took another 20 min chat to figure out that these are 3 separate pieces and involved their own part numbers. So I had to pay shipping TWICE because I wasn't told the lighting unit comes in 3 pcs initially. The online catalog isn't complete which contributes to the issue. You can't look up these parts on your own."

  The only acceptable remedy to this complaint is for Intex to update the webpage immediately and as a "goodwill gesture" (for all the aggravation and frustration that I have had to go through to try and resolve this issue), they should send me the additional parts, including shipping, free of charge. This would be a fair and acceptable resolution to this complaint and would show that Intex takes these types of complaints seriously and that they wish to avoid any further misunderstandings with their valued customers. Thank You. 

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

  

  Business Response

  Date: 08/13/2024

  We sincerely apologize for the ongoing frustration and inconvenience caused by your experience with the Spa LED Light (Item *****). We understand the importance of clear communication and have noted your concerns regarding the missing parts and the information provided on our website.

  
  As stated in our previous responses, the product image for the Spa LED Light (Item *****) does not include the battery holder (*****) and battery housing cover with O-ring (*****), as these parts are sold separately. We appreciate your feedback and are committed to evaluating and improving the clarity of our product descriptions to prevent similar issues in the future.

  
  Unfortunately, we cannot send the needed parts free of charge. If you wish to proceed with ordering the required parts, please visit our website at intexcorp.com or contact our customer service via chat for assistance.

  
  If you would prefer to process a refund for your order, please contact our service center at ************. We understand the cost implications of long-distance calls and suggest using our chat service as a more cost-effective alternative.

  
  Thank you for bringing this matter to our attention, and we apologize for any inconvenience this has caused. We value your feedback and will take it into consideration to improve our customer service and product information.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 21999332
  
  I am rejecting this response because: their webpage has not been updated to advise customers that they must order the other two parts to make the spa light functional.  Also, whether I request a refund or pay for the additional parts, the shipping costs are more than the actual product costs. This is not fair. If Intex would pick up the shipping costs, I will order and pay for the additional parts.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/27/2024

  We sincerely apologize for the inconvenience and frustration you've experienced with your Spa LED Light order. While we understand your concerns, please note that shipping fees are determined by our service provider, and we are unable to offer free shipping or reimburse any shipping fees. For further assistance or to proceed with ordering the required parts, please visit our website or contact us via chat at intexcorp.com. Thank you for bringing this to our attention, and we value your feedback as we continue to improve our products and services.