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:07/18/2024

  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 pool online on 6/23 for ******. On 6/26 after filling the pool up for a couple of day we were ready to add the filter. My husband plugged it up and it would not work. After reading the manual that came with the pool it stated it was a End of life Filter and to not use. We immediately contacted Intex about getting another filter. We provided them with the confirmation of the order on line and after 5 calls to them and them refusing to replace the filter we are still without one. I have made several attempts to call them and ask to speak with a Supervisor and everytime the refuse. I filled out the Claim form where it has just sat and nothing has been done. I contacted them ago today and they wanted to know what kind of filter which it clearly states on the Claim form. Please help I just want a filter that came with the this pool when I bought it and it never worked.

  

  Business Response

  Date: 07/19/2024

  Thank you for reaching out. We understand your frustration and apologize for the inconvenience you've experienced.

  
  Regarding your claim, claim #****** was initiated on 7-1-2024 for the 11469E (1000 Gal Filter Pump ***************** (120v) With Timer On GFCI). To proceed with processing your claim, please upload your order and delivery confirmation from ******** It appears the information submitted lacks a date of purchase and delivery, which is necessary for us to move forward.

  
  If you need further assistance or have additional questions, please contact us via chat at intexcorp.com or call us at ************.

  
  Thank you for your patience and cooperation.

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to get a refund for a product I returned. I did not open the product and returned it within 30 days of the purchase. It was received by intex on June 12, 2024. I have spoke to customer service 3 times now and keep getting the run around and was told I could not speak to a supervisor until I have waited ***** hours. I also keep getting an email thanking me for my recent purchase instead of letting me know my refund in being processed. Their website says that the return will be processed within ***** hours after it is received in the company. I have *** tracking pricing that it was at intex on June 12,2024. Please help me with this process and get my refund.

  

  Business Response

  Date: 07/16/2024

  We apologize for the inconvenience. Your refund request submitted on 7-11-2024 typically takes 3-5 business days to process. Please check your account during this time for updates. For further assistance, please contact us via chat at intexcorp.com or call us at ************.

  Customer Answer

  Date: 07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/09/2024

  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.

  The business promised self bonding documents so that I can give to my building inspector. After several attempts in reaching their customer service department, I have yet to receive the documents. The complaints that I have made have been risen all the way up to supervisor position who they profusely, apologized and promised the documents were mailed out. 22 days later, I have yet to receive the paperwork to complete my building permit, which means I have not been able to use my pool this entire summer up to this date. I find it very hard to believe in this day and age that a company cannot provide these documents via email to allow a homeowner the ability to give to the building authorities. every time I call, they know exactly who I am and exactly the issue however, nothing seems to be getting done. All I am asking for are the documents that they say that they have ready to send out to customers who are in my situation. I dont understand, why these documents are not provided when you purchase the pool as they are well aware of the situation that arises with town officials and permit applications .

  

  Business Response

  Date: 07/12/2024

  We sincerely apologize for the inconvenience and frustration you have experienced regarding the self-bonding documents for your pool. We understand the importance of these documents for your building permit and the impact this delay has had on your ability to enjoy your pool this summer.
  Please be assured that the **** letter was mailed on 6-25-2024 via ***** The estimated transit time to ******** is ***** business days. If you have not yet received the letter, it may still be in transit.
  If the letter does not arrive soon, we are here to assist you further. Please contact us via chat at intexcorp.com or call us at ************, and we will promptly address your concerns.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21954525
  
  I am rejecting this response because:  It has been 2 times the amount of days to receive the documents.  I truly believe that Intex should show good faith and overnight the documents to me with a tracking number if they are unable to email them to me.  If the documents truly exist I believe it is more than fair to have them expedited.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/22/2024

  Thank you for your feedback. We understand your frustration and sincerely apologize for the inconvenience you have faced. Unfortunately, we are unable to send the requested document overnight. Documents like the one you requested are sent via ***** with a transit time to ******** typically ranging from ***** business days.
  

  A second document was mailed on 7-19-2024 and is expected to be delivered on or about 8-6-2024. We appreciate your patience during this process.
  

  If you have any additional questions or concerns, please contact us via chat at intexcorp.com or call us at ************. Thank you for your understanding.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21954525
  
  I am rejecting this response because: we have not been able to use our pool that we purchased from Intex this entire summer.  I have reached out to the same supervisor that states that the documents have been mailed since the end of June.  We have yet to receive the documents rendering our pool inoperative.  I have asked for proof that they mailed it but they refuse to supply that.  All I know is I have spent way too much time dealing with this issue that simply could have been resolved by an honest answer and professional follow through, none of which Intex seems to be helpful with.

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

  

  Business Response

  Date: 07/31/2024

  We sincerely apologize for the ongoing frustration and inconvenience you have experienced regarding the self-bonding documents for your pool. We understand the significant impact this delay has had on your ability to use your pool this summer.
  

  We are taking your concerns very seriously. A member of our customer service management team will be reaching out to you directly to better assist and ensure this issue is resolved promptly.
  

  Thank you for your patience and understanding.

• Initial Complaint

  Date:07/09/2024

  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 in May 2024, a brand new 16 pool pump. It didnt work. So in June 2024, I called and loaded my receipt and a new one was sent. They sent a replacement 8 pump and not a 16 pump.The first time I called, they told me a new one would be shipped out and ***** would be there on July 4 to pick up the wrong pump.I called again bc ***** never came. ***** came today, Monday, July 8. They said they cannot take the 8 pump bc theres no label.I call back to intex and they said ***** would pick it up, then they told me via email that my claim was denied bc it was second hand.Nobody knows what they are doing. I still dont have a pump for my pool. Its been nearly 2 weeks of no pool filtration.

  

  Business Response

  Date: 07/12/2024

  We apologize for the inconvenience you've experienced with your Intex pool pump. We've processed a warranty order (Order #*********) to correct the issue with the motor and control station of your Intex sand filter SX3000. It has been shipped via ***** with tracking number ************, expected to arrive around July 30, 2024. For any additional questions or concerns, please contact us via chat at intexcorp.com or call us at ************ for further assistance.

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21958302
  
  I am rejecting this response because: I ordered the correct pump at the end of June. This is over a month now- July 30, to have the correct pump. This is not fair to me the consumer that my pool has gone this long without filtering,

  Your customer service has been atrocious. When a supervisor finally called me, they said they still had to wait until the old pump was received at the warehouse to send the new pump. Are you kidding me? ***** had clearly finally picked it up! And now I have to wait additional days. 

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

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair 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.

  On May 11th of this year, I ordered a replacement liner from Intex for a pool. The total price I paid including shipping was $206.47. I received the liner, and put up my pool using the recommended instructions from the intex agent. We started to fill the pool and had just under 2 ft of water in the pool and noticed it was leaking like crazy. We found it to the the entire inner seal on the bottom was leaking. It was almost like they didn't even seal it at all. So I filed a claim with Intex on May 31st stating that their liner was defective. They approved my claim (#******) and stated they would send me a replacement. I then received an email stating the part was out of stock and they would ship me one, once in stock. It has now been over a month. I've chatted in twice to follow up and I am just told there is no ETA. The last time being today, July 2nd. I asked the agent for a refund. This is too long to wait and based on the reviews of said liner on their website, I am not the only one experiencing this issue. Obviously a known defect, perhaps why they are out of stock. I would like a full refund at this point so I can buy a product that actually works. We are half way through summer and pool season now.

  

  Business Response

  Date: 07/03/2024

  We sincerely apologize for the inconvenience and frustration you've experienced. Our *************************** has contacted you and resolved the issue regarding your defective liner. We understand the delay has been unacceptable and regret any disruption it caused during your pool season. We appreciate your patience and thank you for bringing this matter to our attention.

  Customer Answer

  Date: 07/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They provided me with a full refund.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/02/2024

  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 this pool on 6/4/2023 with the knowledge of the 2 year warranty. This year when setting up my pool several joints snapped making the pool unable to go up. At first, I purchased a few joints just so my pool could go up. The pool went up and a small gust of wind broke 3 more joints. I tried to purchase again but it says that that the part is unavailable. At this point I remembered I had a 2 year warranty. I contacted the company on 6/28/24 and I had to submit a claim with the receipt (proof of purchase) and was told that once the claim goes through that they would send out the pieces. Today, 7/1, I followed up on the claim. Well the system messed up my upload and the representative told me to email him and I would receive approval in 2 hours. When I asked if I could pay for rush shipping they then told me no and the piece is not available. I was the told that they would know in 2 weeks if the part would come in from ***** but its not a guarantee. I expressed how I bought a pool for my children to enjoy the summer and I could not wait for the pieces to come in at the end of summer. I asked for a new pool but its not company policy. I now have to wait another 2 business days for a supervisor to call me back. What is the point of a 2 year warranty if they do not have any pieces to fulfill it. I would like a refund of my money because at this point I need to buy another pool.

  

  Business Response

  Date: 07/03/2024

  
  We apologize for the inconvenience and frustration youve experienced. As advised by our **************** Manager on 7/2/2023, the limited warranty covers the replacement of defective components but does not include full product replacements. Unfortunately, we cannot assist with a refund; any refund must come from the seller in accordance with their refund policy. As soon as the item is restocked, we will ship it out, and your warranty will be extended for the duration of the claim delay. Thank you for your patience and understanding.

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21929298
  
  I am rejecting this response because: I still am unable to use the products in the months that we can use it. Once I do receive the part it will be too late. Though they have stated my warranty would be extended, I have yet to have received anything stating that. I keep getting conflicting information from all of their representatives. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/23/2024

  We apologize for the inconvenience and frustration you've experienced. We're pleased to inform you that item 12423A Leg & Beam Joint for the 14' Round Ultra XTR Frame Pool has been restocked. Your warranty claim (******) has been processed, and the parts have shipped under Warranty Order ********* via ***** (tracking ************), delivered on 7/23/2023. For any additional questions or concerns, please contact our service center via chat at intexcorp.com or by calling ************.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an electrode for my salt water generator on 08/22/2023 on 06/01/2024 my pool turned green because it was not producing chlorine my pool person told me the electrode was not working I called intex several times the representatives told me I have a 1 year warranty on the electrode and they would start a warranty claim and that I should be receiving an email stating the status I have never received an email from any of the representatives from Intex corporation, I am demanding my warranty part be replaced immediately along with an email of the status of my replacement part.

  

  Business Response

  Date: 07/02/2024

  We sincerely apologize for the inconvenience and miscommunication you have experienced with our service center. Your claim #****** has been filed, and an email with a link to your warranty claim has been sent. No action is required on your part at this time.

  
  Please allow 2-4 business days for us to process your claim and create your order. Once your order ships, you will receive an email with your order and shipping information. For any further questions or concerns, please contact us via chat at intexcorp.com or by calling ************.

  
  Thank you for your patience and understanding.
  
  
  

  Customer Answer

  Date: 07/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/20/2024

  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 just purchased 6 support legs for my 12x24x52 above ground pool while me and my 2 children were swimming in the pool the legs collapsed causing the top rail collapse and it pinched my 5 yr old son arm and broke his elbow causing severe pain for him after the er visit I filed a manufacture warranty submitted photo of the pool collapse and the photo of my son arm and Dr paper it keeps getting pushed off to someone else and due to the limited warranty of the pool intex pools is not wanting to fix the problem of sending me a new pool so I have no other option but to go at them legally

  

  Business Response

  Date: 06/27/2024

  We have reviewed your case regarding the pool incident and your concerns. The issue has been addressed and resolved. We appreciate your patience and understanding.

   

• Initial Complaint

  Date:06/18/2024

  Type:Sales and Advertising 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 ****** in April 2024. It collapsed damaging the top rail, 2 u braces and ripping the liner. It wasnt even filled all the way yet. Amazon said I had to contact the seller, spreetail. Spreetail said I had to contact the manufacturer. I did. They gave me confirmation number. I have not heard from them. Ive contacted them 3 times. The pool is under warranty. All I want are replacement parts but the are discontinued. I paid ******* for the pool. I want something done. This is not right.

  

  Business Response

  Date: 06/24/2024

  
  Thank you for your message. Claim #****** was initiated on 6-3-2024. To process your claim and ship out the replacement parts, we need you to upload your order and delivery confirmation. The images submitted via the claim do not provide a delivery date or confirmation. The documents attached via this complaint include a purchase date, but we still require delivery confirmation.
  If you have any further questions or need additional assistance, please contact us via chat at intexcorp.com or call ************. We apologize for the inconvenience and appreciate your cooperation.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21866509
  
  I am rejecting this response because: I sent them everything spreetail sent me. I spoke with someone June 24. They said it was all set. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/27/2024

  We appreciate your ongoing cooperation in resolving this matter. Upon review of your claim and the documentation provided, we have noted that the images and information submitted do not include the required delivery confirmation showing the shipped or delivery date. This information is essential to finalize the processing of your claim #****** and ensure prompt shipment of the replacement parts.

  
  Please ensure that you submit documentation clearly stating the shipped or delivery date of your pool purchase. This can typically be found on your order confirmation or shipping notification from Amazon . If you encounter any difficulties or have questions about the required documentation, please don't hesitate to contact us via chat at intexcorp.com or by calling ************. Our team is here to assist you further.

  
  Thank you for your understanding and cooperation as we work to resolve this issue promptly for you.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21866509
  
  I am rejecting this response because:
  I have been trying to get parts since the beginning of June.  They sent me some parts but not all the parts I need to put the pool up.  I have a second claim in for the parts that are still needed. I get no emails from them and when I call them I get disconnected.  When I finally get through  they say they have no record of any additional parts I need. Its frustrating to deal with them .

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

  

  Business Response

  Date: 07/30/2024

  Thank you for your patience and feedback. We apologize for any frustration you've experienced.

  
  Upon review, we confirmed that you submitted the required documentation on 7-4-2024. Your claim #****** was processed and shipped under warranty order #********* on 7-5-2024 via ****** According to tracking number ************, your order was delivered on 7-12-2024.

  
  If you have any further questions or concerns, please contact us via chat at intexcorp.com or by calling ************. We are here to assist you.

  
  Thank you for your understanding.

• Initial Complaint

  Date:06/12/2024

  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.

  My Spa heater/circulator was not heating any longer. I called and spoke with a representative to order a replacement because I wasnt sure which one I needed. I provided all the information the rep asked for and placed the order based on what he told me. He told me to save the control unit to operate my new base. Order #********* placed on 5/31. My new base arrived and it did not work with my control unit. I was upset but already had the base so I tried to order the control unit but was told that they are not available. So my only option is to return the base. I was told that I have to pay for shipping it back and then have to pay for shipping again for the new one. About $210 for shipping for a product I called and spoke with an employee about to ensure this didnt happen. If I made the mistake I would live with it, but called waited and spoke with someone to make sure this didnt happen. I asked the last person I spoke with what would happen if I ordered with her and got the wrong product? Would I have to pay the shipping cost again? What guarantees are there that I wouldnt end up in the same position? None. Unacceptable.

  

  Business Response

  Date: 06/18/2024

  Thank you for contacting us and sharing your experience. We apologize for the inconvenience and frustration this situation has caused. We understand the importance of receiving the correct product and the impact of additional shipping costs.

  
  Please contact our **************** team via chat at intexcorp.com or call ************. We will review your case and work to find a satisfactory resolution. Thank you for your patience and understanding.