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: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.

  I filed a claim to Intex regarding a pump ***lacement. Every ***resentative until today gave me the same information, "We're sorry this happened. To receive a ***lacement, upload a picture of the cut cord with the pump to the online claim ********* will happily relace the unit." I filed the claim in April where each *** then had a different story about what they needed & dithered around. They're very hard to reach, but I managed to get a *** who told me she would approve the claim & put a new unit in the mail that day. I still hadn't received the ***lacement unit or a tracking number for a week, so I checked the online claim to see what was going on.The form said it had NOT been approved, as the lady told me last week and a young man, who was obviously confused kept putting me on hold. Each time he came back, his excuse was different:1-We don't have a picture (I explained I had uploaded TWO of them)2-Well, the other lady didn't approve it 3-I had been waiting for SIX weeks! Then he just abruptly says the claim is rejected because it's out of warranty.Really? Their OWN form states what they need for each subsequent ***lacement, if the previous one fails. I read that back to him, whereupon he said," It's out of warranty!" I tried to explain again NO ONE had ever said that throughout the 6 week claim process until he had just now. He continued to make excuses & hurried me off the phone.These units are about $750 and shouldn't need multiple or even one ***lacement. Further, they know this pump is an issue because of the numerous BBB posts, social media ****************** OWN claim document which provides up to FOUR ***lacements. I'm beyond upset & would never treat my own customers in this manner. All I wanted was the ***lacement pump they promised all along this process,as the original unit caught fire & the 2nd one kept throwing error codes/heater failed.They delay,delay &when they can't anymore,they just outright lie & say it's rejected. Shame on them.

  

  Business Response

  Date: 06/17/2024

  Thank you for contacting us regarding your claim. We understand your frustration and apologize for any confusion. Upon review, the original purchase date of your Intex spa was 8-25-2022. You initiated a claim on 8-17-2023, and a control base was shipped under warranty on 8-18-2023. Your subsequent claim, filed on 4-24-2024, falls outside the 1-year warranty period. Therefore, claim ****** was canceled. If you have further questions or need assistance, please contact us via chat at intexcorp.com or call ************. We apologize for any inconvenience and appreciate your understanding.

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21835235
  
  I am rejecting this response because:

  When the unit was ***laced last year, I was specifically told that the new unit was under warranty for one year. The claim for the ***lacement was filed in the eighth month, therefore, it was still under warranty per YOUR ***resentatives.  YOUR online claim form allows for up to FOUR ***lacements. This would have been a 2nd one bc the last one caught fire. I was told by YOUR **** to send a pic of the cut cord...I uploaded TWO.  

  IF the ***lacement unit wasn't covered under a 1 year warranty, why did YOUR **** not say that when I first filed instead of keep my hanging for SIX weeks. Further, the week before you denied the claim(WHILE I was on the phone w/YOUR ***** YOUR *** apologized for the lengthy delay and promised to approve the claim and send a new one out that day. 

  From all the other complaints, I can only conclude you either do not properly train your staff or you intentionally delay until the clock runs out. This is completely unacceptable and I want the pump/control unit as I was originally promised as it still fell under the ***lacement warranty. Since this unit is listed as discontinued on your website, this shouldn't be such a bother. The tub part is still fine. I'm not asking for a new hot tub, just the ***lacement pump. $700 is a lot of money to spend for the unit to catch fire and not be ***laceable. Shameful.

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

  

  Business Response

  Date: 06/24/2024

  
  Thank you for your feedback and we sincerely apologize for the confusion and frustration you have experienced. Claims are initiated based on the information provided by our consumers. Once a claim is submitted, we verify the details with the uploaded documentation.
  After reviewing your claim, we regret to inform you that we cannot comply with your request to replace the control base. According to the terms and conditions of our limited warranty, the warranty is valid for one year from the date of the initial retail purchase and is not transferable. This is clearly stated in the owners manual: "The provisions of this Limited Warranty apply only to the original purchaser and are not transferable. This Limited Warranty is valid for the period noted below from the date of the initial retail purchase. Keep your original sales receipt with this manual, as proof of purchase will be required and must accompany warranty claims or the Limited Warranty is invalid. PureSpa Warranty 1 Year."
  If you have any further questions or need additional assistance, please contact us via chat at intexcorp.com or call ************. We apologize for any inconvenience and appreciate your understanding.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21835235
  
  I am rejecting this response because:

  1-The business allows for up to FOUR replacements.

  2-First unit caught fire

  3-2nd unit had heater and code errors that prevented it from operating.

  4-The replacement was only used for 2 months before it died.

  5-It hasn't been a total operating year for either unit.

  6-This company kept dragging their feet, therefore allowing them to claim warranty expiration.

  7-I am not asking for a completely new unit. The tub part is fine & just need the control base that won't catch fire or electrocute me.

  8-This company has a multitude of BBB complaints, so they are experts in hawking substandard products while they run the clock out on warranty claims.

  9-I want the replacement control base/handheld unit sent as it falls within the warranty I was promised by THEIR ppl in May.

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

  

  Business Response

  Date: 07/30/2024

  We sincerely apologize for the continued frustration regarding your replacement claim. Our limited warranty is valid for one year from the date of the original purchase, and it is not based on the usage period. Unfortunately, this means that we are unable to provide a replacement control base.
  

  Our agents initiate claims in good faith based on the information provided by our customers. After reviewing your case, we must adhere to the terms of the warranty and cannot authorize further replacements.
  

  If you have any additional questions or need further assistance, please contact us via chat at intexcorp.com or by calling ************. We appreciate your understanding and apologize for any inconvenience.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21835235
  
  I am rejecting this response because:

  Again, had this been the company's response from the beginning, perhaps it would've made more sense. However, they kept saying that if I "cut the cord" a new pump base and control unit would be mailed promptly. In fact, the 2dnd last person I spoke with APPROVED the claim and said I'd have it in 7-10 days. It took about 6 weeks throughout this process for them to finally deny the claim while I was on the phone with them. I saw them do it on the computer portal. 

  Further, if I hadn't had to cut the cord, I could have had the unit repaired/rebuilt by a professional but now that's impossible. 

  The 2nd unit they sent didn't last 2 months, which would've been under a year warranty for the unit. This unit has been discontinued, so it seems rather ***** of them to not send another! I'm not asking for a complete product that includes the tub. Just the continually malfunctioning electronic base and controller.  

  I have updated my review on Amazon and will not amend that until Intex does the right thing and replace their poorly working unit as many, many people have complained about all over the internet.  I have never filed a BBB claim in my file, but as this case was quite egregious, it warranted action to protect consumers.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/13/2024

  Thank you for your continued feedback. We understand your frustration and apologize for any inconvenience caused during the claim process. We have carefully reviewed your case, and we would like to reiterate the key points:

  
  Warranty Coverage: *** limited warranty is valid for one year from the original purchase date, as stated in the owners manual. Unfortunately, this warranty is not based on the usage period of individual units and is not transferable between units.

  Replacement Process: *** representatives act in good faith based on the information provided. We apologize if there was any miscommunication or misunderstanding during your interactions with our team. However, the warranty terms are clear and must be adhered to.

  
  Replacement Units: We understand your concern regarding the performance of the replacement units. While we sympathize with your situation, our warranty terms do not allow for additional replacements beyond the original warranty period.

  
  Claim Rejection: The claim was rejected because it falls outside the one-year warranty period. We apologize for any confusion caused by our representatives during this process.

  
  We regret that we cannot comply with your request to replace the control base. *** warranty policy is designed to provide fair coverage based on the original purchase date, and we must adhere to these terms.

  
  We are sorry to hear about your updated reviews and your intention to escalate the matter. If you have any additional questions or need further assistance, please contact us via chat at intexcorp.com or by calling ************.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 21835235
  
  I am rejecting this response because:

  1-You have discontinued the item in question and it is just sitting in your warehouse.

  2-YOU made me cut the cord AND upload the pictures in order to get the replacement. Had you not ordered me to do that, I could have had a small engine repair shop do the work that you will not.

  3-YOU let this charade go on for SIX WEEKS! You said you were processing and sending the item via carrier.

  4-You aren't going to lose money for something you've discontinued and won't be selling in future anyway.

  5-At this point, you're just being extremely ***** by not adhering to your communications with me.

  6-I've never have and never will treat my customers like this. If there's a problem, I replace the item. I'm a very small business, so this actually costs me money in shipping and product, but it's worth it to have a happy customer and one that will, hopefully, order from me again.

  You have thousands of bad reviews online, on Amazon and on ***** I now understand why that is. I'd tell you to be ashamed, but you are past that. You'd rather act like people are trying to defraud you, than admit you've scammed folks that spent hundreds of dollars of their hard-earned money for a product that only works for a few months. 

  YOUR own warranty documents show that you allow up to FOUR replacements. 

  I wholeheartedly reject your dishonest replies, horrible customer service and outright lies that you were sending a replacement.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/11/2024

  Type:Order 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.

  Well we have called Intex for several months and they sent us an email with our claim telling us we would get out part for our hot tub now their saying it's out of stock and has been Delayed and they don't seem to care that we can't use our Hot Tub everyday we are on the phone with them trying to get this Resolved . they tell.us they can only send us the parts but they sent us the wrong part and now their saying it's out of stock . we would like something resolved

  

  Business Response

  Date: 06/14/2024

  We sincerely apologize for the ongoing delay and inconvenience you've experienced with your spa. Unfortunately, item *****, the control base for the Greystone Deluxe, is out of stock with no restock date.
  We have reached out to the number on file to offer a substitution. For further assistance, please contact us via chat at intexcorp.com or by calling ************.
  Thank you for your patience as we work to resolve this issue.

  Customer Answer

  Date: 06/18/2024

   
  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:06/11/2024

  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 complete pool set, including a sand filtration pump at ******* in April 2024. When I set up the pool in May 2024, we discovered that many key pieces from the sand filtration pump were missing from the sand filtration pump box in the instructions, it states clearly that all pieces should be included in the box. I called ******** I called Intex corporation, and I called the third-party seller, which was four seasons, pool company, and no one is willing to rectify the situation. I cannot utilize the pool, nor can I utilize the pump to clean the pool so I am out almost $750 , if I purchase a new pump, I will have to pay an additional $250-$300. All I asked for was the parts that were missing from the box and no one is willing to help me.

  

  Business Response

  Date: 06/14/2024

  We sincerely apologize for the inconvenience caused by the missing parts from your sand filtration pump. Our service agents can initiate claims for missing parts reported within 15 days from the purchase date. A member of our management team has already reached out to you and initiated claim 868736.
  To process your claim, please submit the required order and delivery confirmation. Should you have any further questions or concerns, feel free to contact us via chat at intexcorp.com or by calling ************.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21829222
  
  I am rejecting this response because: I filled out the claim form from Intex Corp 3 times according to the directions provided verbally by the customer service person. I also attached picture files of the sale/delivery receipts provided to me by Walmart.com. I received two emails today from Intex stating that I never submitted this information and that I needed to write the claim number on the picture files. I tried to reattach these files with the claim number written on them and I was unable to. I still have no resolution after several weeks and I still can't use my pool effectively and safely. Intex Corp  is not guaranteeing they will provide me with the missing parts for the pool pump. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/24/2024

  We apologize for any confusion and inconvenience caused. On June 19, 2024, your claim was submitted without the required attachments. To process your warranty claim #******, please submit the order and delivery confirmation. If you need assistance with uploading these documents, contact us via chat at intexcorp.com or call ************. Once the purchase information is verified, we assure you there will be no issues with your claim. Thank you for your patience.
  
  

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21829222
  
  I am rejecting this response because:

  I submitted the required documents several times. I am unable to resubmit the documents on the claim form. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/27/2024

  We apologize for the ongoing inconvenience and frustration, and we understand your urgency in resolving this matter. Upon review, we acknowledge that your claim requires the submission of order and delivery confirmation from ******** As of now, we have not received the resubmission of these documents necessary to process your claim effectively.
  

  To facilitate the resolution of your claim #******, please ensure you attach the order and delivery confirmation as required. If you encounter any difficulties with uploading these documents through our claim form, we encourage you to contact our customer service team via chat at intexcorp.com or by calling ************. Our agents are available to assist you with any technical issues you may encounter.
  

  We appreciate your patience and understanding as we work to resolve this issue promptly for you. Thank you for providing the necessary documentation to expedite the processing of your claim.

• Initial Complaint

  Date:06/05/2024

  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.

  This company sells incomplete products and fails to offer replacements had to return repack product and return to seller. Why have me waste my time with multiple phone calls about a missing item to tell me you wont send a replacement.

  

  Business Response

  Date: 06/06/2024

  We sincerely apologize for the inconvenience you have experienced with your recent purchase. Our records indicate that you contacted our service center on June 5, 2024.

  Unfortunately, our agents were unable to initiate a claim because a receipt, which is required under the terms of our limited warranty, was not provided at the time of your call.

  
  We understand how frustrating this situation must be, especially with the added inconvenience of having to return the product.

  Should you have any further questions or concerns, please do not hesitate to reach out to us. You can contact us via chat at intexcorp.com or by calling us at ************.

  Thank you for your understanding and patience.

• Initial Complaint

  Date:06/03/2024

  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.

  We had purchased a product from ******** however, on the second use within a year, the product pump is no longer working. I tried to contact Intex via phone; however, their system hung up me. I was able to reach chat after about 10 minutes and spoke to *******; however, he was very unsupportive. I asked for a case number but refused to give me a case number. I asked to speak to a manager but refused to speak to a manager (said I had to wait two day but without a case number, I have no remedies of following up) and of course, refused to honor a warranty. I had mentioned, I can send pictures but refused to acknowledge. He thus ended the chat and kicked me out of the conversation. Not only is the product a horrible quality but their customer service is horrendous.

  

  Business Response

  Date: 06/04/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced with both our product and our customer service. After reviewing the call and chat details, we understand your concerns and regret that we were unable to provide the support you needed.

  
  Our customer service agent was unable to assist with a replacement because you did not have a receipt. As noted in the terms and conditions of the limited warranty outlined in the owner's manual, proof of purchase is required for all warranty claims. Without this, the Limited Warranty is invalid.

  
  We would like to clarify a few points to help you better understand our procedures:

  
  Case Numbers: Intex does not issue case numbers. Instead, all information is recorded under your name, phone number, and email. This ensures we have a record of your interactions with us.

  
  Call Transfers: As an inbound call center, our agents are unable to transfer calls directly. However, we do have a call-back system in place. At your request, a phone agent can submit a call-back form, and a member of our management team will reach out to you within 1-2 business days.

  
  If you are able to obtain a copy of your ******* in-store purchase receipt, please contact us again via chat at intexcorp.com or by calling ************. If your airbed is under warranty, we will gladly assist you further.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21796668
  
  I am rejecting this response because:

  This doesnt not support their horrible product.  Second time using, the motor goes out.  If I cannot resolve this here, I will need to request the attorney general for support.  
  

  The customer service disconnected me without any of the requested support. 
  

  The customer service refuse to answer the phone when I called.

  The customer service refused to provide a case number.  Every CRM generated case numbers (Audit trail)

  The customer service refused to provide a manager. 
  

  ****

   

   

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

  

  Business Response

  Date: 06/18/2024

  Thank you for your feedback. We apologize for the negative experience you had with our product and customer service. Unfortunately, to process any warranty claims, we do require a receipt as proof of purchase, as stated in our warranty terms. Without this, we are unable to proceed with a replacement or further assistance.
  We do not issue case numbers, but we do keep detailed records under your name, phone number, and email. If you obtain a copy of your ******* receipt, please contact us again via chat at intexcorp.com or call ************. We are committed to resolving this issue for you and appreciate your understanding.

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21796668
  
  I am rejecting this response because:  This is unacceptable.  We have the product in hand and they need to have a way to verify it, as receipt are not maintained because no one expects a faulty product from a manufacturer.  The claim to have warrant but deny warranties because of a receipt.  This is horrible companies such as your self can get away with manufacturing faulty products and when a customer seeks support on said "faulty product", you find this small loop hole to deny.  I wonder how many people are denied by your group because they don't have a paper receipt anymore. 

  Additionally, the phone number does NOT work and unacceptable that you have no case number and a chat service that is rude and disconnects the communication that you spent hours on. 
  
  Sincerely,
  
  ************

  

  Business Response

  Date: 06/27/2024

  Thank you for your continued feedback, ****. We understand your frustration and apologize for the inconvenience caused. Our warranty policy requires proof of purchase to validate claims, whether it's an in-store receipt or order confirmation for online purchases. This is standard practice to ensure accurate processing of warranty requests.

  
  Regarding your experience with our customer service, we sincerely apologize for any disconnects or rudeness encountered during your interaction. This does not reflect the level of service we aim to provide. We are continually working to improve our support channels to better serve our customers.
  

  For purchases made in-store, we require a copy of the itemized receipt, whether in paper or electronic form. For online orders, order and delivery confirmations serve as valid proof of purchase. We also suggest reaching out to ******* if the purchase was made via debit/credit card, as they may assist with obtaining a copy or reprint of the receipt.
  

  Please accept our apologies once again for the inconvenience caused. If you are able to obtain the necessary proof of purchase, please contact us through our chat service at intexcorp.com or call us at ************. We remain committed to resolving this matter to your satisfaction.

  
  Thank you for your understanding.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21796668
  
  I am rejecting this response because:

   

  Ive already outlined why I have a rejected the complaint in my previous responses. Evidently, the quality of your products is not sufficient for consumer use. I have redirected my complaint to consumer affairs and the attorney general.

  I am highly disappointed, and I will be contacting the storeThat I had purchased it from to relay the communication and the disrespect I have received from your organization.

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

  

  Business Response

  Date: 07/30/2024

  Thank you for your feedback, ****. We apologize once again for your disappointment and regret that we are unable to assist further without proof of purchase. We understand your frustration and are sorry for any inconvenience caused. Please feel free to contact us if you obtain the necessary documentation. You may contact us via chat at intexcorp.com or via phone at ************. 

• Initial Complaint

  Date:06/03/2024

  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.

  Purchased an Intex Deluxe Spa in December 2023, and now in June 2024, 6 months later we keep getting END error, all heater, and filter functions shut down. We have tried the website, and it doesn't tell us how to fix the error, and no luck getting a hold of anyone. This spa cost $1300.

  

  Business Response

  Date: 06/04/2024

  We apologize for the issues with your Intex Deluxe Spa and the difficulty in reaching us. Please contact our service center via chat at intexcorp.com (Monday - Friday 9:00 am - 4:00 pm PST.) or call ************ ( Monday - Friday 8:30 am - 5:00 pm PST.) Our consumer service agents will provide troubleshooting support to resolve the END error affecting your heater and filter functions. We appreciate your patience and look forward to assisting you.

  Customer Answer

  Date: 06/04/2024

  The company has made 0 effort to reach out to us to resolve the issue. Instead trying to rush the complaint through.
  Complaint: 21792823
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/18/2024

  We apologize for the issues with your Intex Deluxe Spa and the difficulty you've experienced in reaching us. As this is an inbound call center, we need you to contact us at your convenience via chat at intexcorp.com (Monday - Friday 9:00 am - 4:00 pm PST) or by calling ************ (Monday - Friday 8:30 am - 5:00 pm PST). Our consumer service agents will provide troubleshooting support to resolve the END error affecting your heater and filter functions. We appreciate your patience and look forward to assisting you.

• Initial Complaint

  Date:05/29/2024

  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.

  Purchased a 18x42in Prism frame above ground pool from Academy. The pool was a surprise for my kids for the 1st day of Summer and to have for Memorial Day party. We leveled the ground with clean dirt, placed the tarp plus an additional tarp down and put the pool together. We noticed a leak in the pool after putting together and filling with water. I contacted Academy where we bought it and they suggested to reach out to manufacture as it would be difficult to disassemble and return. I submitted form for customer service at ********************** and never received a response. I am out the over $800 on the pool, my kids were disappointed in not having the surprise pool, and our Memorial Day plans had to be changed. In addition to the pool, all the gallons of water to fill are subsequently wasted adding additional money lost on this pool. I would like someone to help me address this issue.

  

  Business Response

  Date: 06/03/2024

  We sincerely apologize for the inconvenience you have experienced with your 18x42in Prism frame above ground pool. We understand the frustration and disappointment this situation has caused. We have reviewed our communication records and would like to provide a detailed timeline of our responses to your inquiries:

  
  Your first email contact was received on May 24, 2024, at 9:42 AM (Email Inquiry #******). We responded on the same day at 9:47 AM, requesting additional information to address the issue.

  
  Your second email contact was received on May 28, 2024, at 11:28 AM. We replied on May 28, 2024, at 1:28 PM, again asking for the necessary information to proceed.
  On May 28, 2024, you also emailed our corporate office. A consumer service agent reached out to you on the same day at 3:30 PM and 4:42 PM, leaving a detailed voicemail at the number on file.

  
  A third attempt to reach you was made on May 29, 2024, at 8:34 AM.

  
  On May 29, 2024, at 10:30 AM, you contacted our service center, and claim #****** was filed and approved.

  
  Following the approval of your claim, a replacement liner was shipped under warranty order ********* on May 30, 2024, via ****** According to tracking number #************, your order is scheduled to be delivered on June 3, 2024.

  
  We regret the delay and any miscommunication that *** have occurred. We strive to provide the best customer service possible. If you have any further questions or concerns, please do not hesitate to contact us via chat at intexcorp.com or by calling ************.

• Initial Complaint

  Date:04/29/2024

  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 pure spa hot tub. It is still under warranty. I put a warranty claim in for the cover of the hot tub which they sent out by *****. I never received. They said they were opening an investigation and now will not follow through. It has been over 60 days it was supposed to be resolved by March 28, 2024 still no resolution and possible to speak to a manager supervisor only accessible. **************** is a call centre where they are unable to assist you. A manager will call you back within 24 to 48 which often do not call back and when they do tell me, they have no answers for me. I am entitled to a replacement as it under warranty. I would like my hot tub cover as I have the hot tub with no cover so it is useless.

  

  Business Response

  Date: 05/09/2024

  We regret any inconvenience caused. Your warranty replacement was shipped on May 8th, 2024, under the order number *********, via ***** with tracking number ************. Expected delivery is scheduled for May 14th, 2024. For any queries, please feel free to reach out to us at ************.
  
  
  
  
  

• Initial Complaint

  Date:04/18/2024

  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 purchased an INTEX air bed at ******* 12/7/2023, which was defective and would not retain air. Although there were fail efforts to make contact with INTEX at ************ or at ************************************************************************************ wouldnt not accept the return of the defective air bed and refund my $86.51. Therefore I disputed the charge on my *********** account, resulting in case **************, being opened. *********** indicated that they contacted ******* but declined to assist my efforts in contacting INTEX CORPORATION, and charged $86.51 back on my account. This seems to a pass the buck scam.

  

  Business Response

  Date: 04/19/2024

  We understand your frustration and apologize for any inconvenience you've experienced with your INTEX air bed. As the manufacturer, INTEX does not handle refunds directly; these are typically processed through the seller in accordance with their return policy. However, we're here to assist with warranty claims if the conditions are met.
  Per the receipt, item 64753WD is under a limited manufacturer warranty valid for one year from the date of purchase. If you're interested in a replacement, please contact us, and we'll be more than happy to assist you with a warranty claim.

• Initial Complaint

  Date:04/09/2024

  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.

  On Mar 15 I ordered an air hose to pump up an Excursion Pro kayak. I looked up the part number on their website and ordered two. The part number I found was *****. I purchased two. The order confirmation number is #*********. The part was only $3.92 ea for a total of $7.88 plus tax. The part number is incorrect. **************** confirmed the part number is *****. They refused to send me the correct part and called me a liar. She said the web site was correct. It wasn't. She refused to acknowledge their error and correct it. She refused to make things right with me. Instead of, "Thank you for identifying this error. We'll get it corrected. Let me send you the correct part.", I got, "You are using the incorrect season. (Part number is incorrect in all seasons) No our website is correct. You can order the correct part. We'll give you a refund if you ship it back to us (shipping is more expensive than the part)." She just had to be right and me wrong. She devalued me as a person who was just trying to help the company by identifying an error and get the correct part. I would like an apology from the company for devaluing me and I would either like a refund (shipping on them) or a replacement sent with the correct item.

  

  Business Response

  Date: 04/09/2024

  We sincerely apologize for the inconvenience and frustration you experienced. Your feedback is invaluable, and we regret any devaluation you may have felt. We've initiated claim #****** to promptly address the issue and send you the correct hoses. Please allow 1-2 business days for processing. Once shipped, you'll receive an email confirmation with your tracking number. Thank you for bringing this to our attention. For any further assistance, please don't hesitate to contact us via chat at intexcorp.com or by calling ************.