Complaints
Customer Complaints Summary
- 222 total complaints in the last 3 years.
- 48 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/04/2024
Type:Service or Repair IssuesStatus: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 have submitted multiple claims regarding a faulty air mattress purchased, which included a warranty document for 180 days. This was purchased via Target on Sep 13, 2023, under the item description of "Intex Elevated 18" Premium Comfort Twin Air Mattress with Internal Pump".I have tried calling their customer support number with no answer or response. They have an online form which gives automated replies with no ability to respond to the messages. I started my attempt to file a claim on December 7th, 2023, and have only been given generic responses requesting information which I have already provided with no next steps or willingness to honor warranty.The product was damaged and does not hold air and it appears their warranty process is not being honored nor are they offering any direct support to customers. I have attached my six attempts to file details online. I have no documentation of the multiple phone calls made.Business Response
Date: 01/09/2024
Our sincerest apologies for the inconvenience you have experienced with your recent warranty claim. We understand how frustrating it can be to encounter issues with our products, and we are committed to resolving them as swiftly as possible.
We're pleased to inform you that your warranty claim #****** was successfully processed on January 3, ****. The replacement item has been shipped to you via warranty order ********* and is scheduled for delivery on January 10, ****, by the end of the day. ***** tracking number ************ provides the estimated delivery time window between 11:00 AM and 3:00 PM.
We hope that the receipt of the replacement item will address any concerns you had with your previous product, and we appreciate your patience throughout this process.
If you have any further questions or concerns regarding the delivery or the replacement item itself, please do not hesitate to reach out to us at ************. Our customer service team will be more than happy to assist you further.Initial Complaint
Date:01/03/2024
Type:Service or Repair IssuesStatus: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 warranty claim# ****** which was filed on December 13, 2023, and approved on December 15, 2023, has been delayed for almost 2 weeks. However, during that time, we have been sleeping with our daughter on her Air Bed, and now, it is leaking almost to the floor. My wife and I have become ill because we are unable to sleep properly and get a good night's rest. We were told that they would see if anything was available after the holidays, which for Itex would be January 3, 2024. We were also told that they would not be able to give us a refund because we did not buy the bed through Intex but at ******** However, ******* has a 90-day Return Policy, which we were already outside of upon contacting Intex. As stated to the Intex staff, we need a bed immediately, preferably the same one. If not, then there should be a refund given to us to get another bed.Business Response
Date: 01/09/2024
We sincerely apologize for the inconvenience you have faced with your recent warranty claim #******, filed on December 13, 2023. We understand how frustrating it must be to have experienced delays in resolving this issue.
First and foremost, we want to express our empathy for your situation, and we deeply regret any inconvenience this has caused you and your family. Please accept our sincere apologies for any frustration or discomfort you have experienced during this time.
We appreciate your patience as we worke to resolve your warranty claim. Regrettably, the item 66169Wd is currently out of stock, and we do not have an estimated time of arrival (ETA) for its availability. We understand that this is not the resolution you were hoping for.
Our **************** Manager did reach out to offer an alternative substitute item, but we understand that it did not meet your expectations. We apologize for any dissatisfaction this may have caused.
It is essential for us to clarify that because you originally purchased the bed from one of our retail partners, we are unable to process a refund. Any refund would need to come from the retailer in accordance to their refund policies.
However, we understand the urgency of your situation, and we are actively looking for solutions. We will continue to monitor our inventory and will do our best to secure a replacement bed for you as soon as possible.
Please feel free to contact us if you have any further questions or concerns. Your satisfaction is our priority, and we appreciate your patience during this challenging situation.Customer Answer
Date: 01/19/2024
Complaint: 21056625
I am rejecting this response because: This has been going on for over a month now. A downgrade from the bed we purchased would have been an insult and you all would have gotten off easy. Stating that you all have no alternative that matches the bed we purchased or better is ludicrous. You all are a reputable business where many people purchase your products. How do you have a business with no products? Furthermore, how would you have a business with no customers? This is not customer satisfaction or good customer service stating an apology with the same rhetoric that has been displayed throughout this situation. We made the purchase from ******* which had a 90-day return policy. The 90 days had already passed prior to the dysfunction of your product. You being the manufacturer, if your policy is to not give a refund unless the product is purchased directly through Intex, then your priority when it comes to your products should be great customer service. No one has a clue as to if you will have the bed in at all nor do you all have an estimated wait time or an alternative that meets the quality of our purchase or better. There is no excuse for how your company conducts business when it comes to customer satisfaction. Our satisfaction is not your priority and therefore we need to see how we can proceed with taking this matter to court.
Sincerely,
***********************Business Response
Date: 01/30/2024
We understand your frustration, but unfortunately, the model you purchased is currently out of stock. As you rejected the offered alternative, we must wait for restocking. We apologize for any inconvenience and understand your disappointment. We don't have an estimated time of arrival for the restock, but we're working diligently to replenish our inventory. Your satisfaction is important to us, and we'll keep you updated on any developments. Thank you for your patience and understanding.Customer Answer
Date: 01/30/2024
Complaint: 21056625
I am rejecting this response because: there is no logical reason why it takes months for a product to come into the warehouse when it is your company. It sounds to me like you are saying "we value you for purchasing our Intex product, but oh well, you just have to wait." This has been going on since December and it is almost February with no real urgency to our plight. Saying, the bed we purchased is not in stock and we have no ETA as to when it will be there is unethical and unacceptable. I will speak to my attorney, have him go through these emails, and see what our next steps should be.
Sincerely,
***********************Business Response
Date: 03/04/2024
We apologize for the delay and any inconvenience caused. Unfortunately, there is currently no comparable substitute available, and we understand your frustration. Rest assured, as soon as the king model is restocked, we will promptly ship it to you. We apologize for any misunderstanding regarding the timeframe and assure you that we are working diligently to resolve this issue. Your patience is appreciated, and we remain committed to ensuring your satisfaction.Customer Answer
Date: 03/11/2024
Complaint: 21056625
I am rejecting this response because: From my understanding, you all do not sell King size beds any longer. So, apologizing and telling us when it arrives it will be shipped is asinine because you will not receive any other ones. We have been going back and forth with this complaint going on 4 months down. Your apology should be for bad business practices and asking how you can correct it. There has been many things going on since the initial filing of the complaint, and even though it should have been resolved immediately, you all refused. To take it to a higher authority would be a waste of my time and there are too many more important issues going on around us that need our immediate attention. However, my resolution to this complaint is as follows: (2) PremAire Thermalux Air Mattress 20" ************************** Pump SKU:64935EP $163.99 x 2 = $327.98 and (2) Dura-Beam Deluxe Supreme Air-Flow Air Mattress 20" ************************** Pump SKU:64489ED $139.99 x 2 =$279.98 with insurance, shipping, and handling included to be shipped here at no cost to us. This would be to accomodate our troubles over the span of time you all have had us waiting for nothing, going without for this period of time, and to compensate for lost time and terrible customer service. Please respond to this communication immediately and send an email with documents to confirm fulfillment of our request so that we may put, what should not have happened in the first place to our bed, to rest.
Sincerely,
***********************Business Response
Date: 03/20/2024
We sincerely apologize for the inconvenience you've experienced regarding the availability of King size beds. We understand your frustration and regret any inconvenience caused. Upon reviewing your request, we regret to inform you that we cannot comply with your specific request for (2) PremAire Thermalux Air Mattress 20" ************************** Pump and (2) Dura-Beam Deluxe Supreme Air-Flow Air Mattress 20" ************************** Pump.
We acknowledge that our previous offers may not have met your expectations, and we empathize with your situation. However, we want to ensure that we explore all possible alternatives to resolve this matter to your satisfaction.Please contact us at your earliest convenience at ************ so we can discuss your options further. While we cannot guarantee the availability of specific items, we are committed to finding a suitable resolution for you.Once again, we apologize for any inconvenience caused and appreciate your patience and understanding in this matter.Customer Answer
Date: 03/21/2024
Complaint: 21056625
I am rejecting this response because: Today I reached out to you all and was offered a substitution of a PremAire Thermalux Air Mattress 20" ************************** Pump for $163.99. I asked ******* would it be possible to add another bed with that to match or exceed the price we paid for the King **** *** mattress we purchased from ******** I was then told that the manager made this offer and there was no way for them to contact the manager. I requested to speak with the manager, but I was told there were no transfer capabilities in their office and ******* would have to put in a request for the manager to contact me. To note, my request is to add another mattress to the offer of a substitution that was made. I do not see where that is a difficult or outrageous request since we paid much more for the Intex King *** mattress we purchased previously. Please be advised, when the manager calls, I will make the same request as stated above to accomodate the almost 4 months plus money spent on the Intex King *** mattress.
Sincerely,
***********************Business Response
Date: 04/03/2024
We appreciate your reaching out and your detailed explanation of the situation. We've taken your concerns seriously and have attempted to contact you regarding the substitution offer. Unfortunately, our attempts to reach you were unsuccessful. Regarding your request to add another mattress to the substitution offer, while we understand your desire for accommodation, we regret to inform you that we are unable to comply with this request. However, as previously mentioned, we can send the PremAire Thermalux Air Mattress 20" ************************** Pump (item 64935Ep) as a substitution. We apologize for any inconvenience this may cause and appreciate your understanding. To accept our final offer please contact us via chat at intexcorp.com or at ************.Initial Complaint
Date:12/19/2023
Type:Service or Repair IssuesStatus: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 new intex hot tub and after setup & filling there is a leak from where the bottom connects to the sides . i submitted my warranty claim as advised and it was approved for replacement (******) however I was told it was out of stock and they are unable to give me a time frame for replacement. I have never used this hot tub and now i have a cut up hot tub in my yard i need to pay to have discarded and no estimated hot tub arrival time. I think an alternative tub similar in size and shape should be sent or a full refund. it is not my problem that they sold me a defective tub.Business Response
Date: 01/04/2024
We sincerely apologize for the inconvenience you have experienced with your Intex PureSpa and for the delay in resolving the issue. We understand your frustration, and we want to assure you that we are committed to addressing your concerns as promptly as possible.
We apologize for the inconvenience, but unfortunately, the item is currently unavailable. We understand the frustration this has caused. Unfortunately, unforeseen circumstances can sometimes lead to delays in restocking specific items.
While we do not typically process refunds, we are committed to finding a solution that works for you.
To discuss these options further and determine the best course of action for your specific situation, we recommend contacting our service center at ************.Initial Complaint
Date:12/14/2023
Type:Service or Repair IssuesStatus: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.
October 29, ***************************************************************************************** lieu of paying membership and making the drive to a public facility. Item was received on the 31st of October and prepared to use the unit on November 6th. As we unpacked and staged the tub, we found a gaping hole in the cover and called the company to make them aware and request a replacement but intending to us the tub while we wait. After filling the tub, we noticed bubbles from the interior side wall. We can't use the tub, called the company, complaint #******. The owner manual says not to take back to the place of purchase for replacement. Honoring those instruction, after several calls and finally getting approval for replacement parts, we are constantly being told the parts are out of stock and on back order. My card has been charged, they have their monies for the merchandise, but I have a heap of useless material. instead of allowing me to take this unit back and switch it our for a new one, they're holding unsold units for continued sales while I pay the bill for product I cannot use for what will soon be the 2nd month. I would like a IMMEDIATE REPLACEMENT (new boxed unit) with postage paid return (if applicable) for the defective product. If not possible due to parts shortage, I would like a refund. Its not right to take my money and hold me hostage to continue to incurr expenses at a public facility. Pictures available, unable to uploadBusiness Response
Date: 01/09/2024
We sincerely apologize for the inconvenience you've experienced with your recent purchase. We understand how frustrating it must be to have received a defective product and the delays in getting it resolved. Thank you for bringing this matter to our attention and for your patience throughout this process. We take such concerns seriously and are committed to resolving them promptly. We are pleased to inform you that the correct cover has been shipped to you via warranty order *********. The expected delivery date, as per ***** tracking number ************, is January 10, ****. We believe that this replacement cover will address the issue you initially reported.If you encounter any further issues or have any questions once the replacement cover is received, please do not hesitate to reach out to our customer service team at ************.Initial Complaint
Date:11/16/2023
Type:Service or Repair IssuesStatus: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 ***** Spa from Lowes. It arrived missing a piece. ***** made me call Intex for the piece. Intex refused to send it, and consistently verbally abused me and hung up on me. All calls were recorded. I purchased the missing piece. The inflatable pool then broke. The heater was fine. I requested a warranty replacement in March 2023. Nov 2023 I am still waiting to hear back from a manager because we have a process. Clearly Intex is refusing my warranty claim because of my hearing disability. I have filed online 3 times. Intex says it does not have any info despite my recorded calls of Intex staff saying they are looking at my photos and receipts! I am without usBusiness Response
Date: 11/16/2023
***** does not manufacturer hot tubs. We manufacture electronic Equipment. The reporting party would have been told they were calling the wrong number.Business Response
Date: 12/04/2023
We sincerely apologize for the challenges you've faced with your Intex Spa purchase and the subsequent issues with Intex. We want to assure you that our management team is actively addressing your pending warranty claim. We understand your frustration and are actively working with the retailer to obtain the required order and delivery confirmation for the processing of your claim.
We appreciate your patience during this process, and as soon as we have a resolution, we will promptly contact you. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter. If you have any further concerns or questions, please don't hesitate to reach out to us at ************.Customer Answer
Date: 12/08/2023
Complaint: 20881057
I am rejecting this response because:1. when I call Intex, they refused to speak to me and hang up on me.
2. When I ask for an email for correspondence via email, Intex refuses to provide me an email and hangs up on me.
3. I have been waiting since March to use the spa which is for a kid with cancer.
4. Intex is purposely waylaying this simple warranty claim
5. Intex is knowingly causing emotional distress
Sincerely,
*****************************Business Response
Date: 01/23/2024
We sincerely apologize for the inconvenience you've experienced. Your consumer claim #****** was initiated on 11-14-2023 and approved on 11-30-2023. Unfortunately, the requested item, ***** spa tub, is currently out of stock with no comparable substitution available. We understand your frustration and regret the delay. We are working diligently to restock the item, but we do not have an estimated time of arrival. Please accept our apologies for any emotional distress caused, and rest assured we are committed to resolving this issue as soon as possible. iF you have an additional comments or concerns, please contact our service center at ************, our business hours are Monday - Friday 8:30 am to 5:00 pm. PST.Customer Answer
Date: 01/24/2024
Complaint: 20881057
I am rejecting this response because:I have still not received a replacement.
Every time I call Intex hangs up on me.
Every time I email I do not receive a response.
I am waiting 16 months now.
Sincerely,
*****************************Business Response
Date: 01/30/2024
We sincerely apologize for the inconvenience caused by the delay in providing a replacement for your item. Unfortunately, the item remains out of stock, and we regret to inform you that there is no comparable substitute available at this time. We understand your frustration and are actively working to resolve this issue. Your patience and understanding are greatly appreciated.Customer Answer
Date: 01/31/2024
Complaint: 20881057
I am rejecting this response because: How can Intex have ZERO replacement spas in a YEAR?
It is unacceptable and fraud.
Sincerely,
*****************************Initial Complaint
Date:11/14/2023
Type:Service or Repair IssuesStatus: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.
September 13, 2023 I purchased an Intex *************** Plus Air bed from Target. The bed began leaking air upon usage. I was informed by Target that I would need to consult with the company Intex being they do not accept returns of opened air beds. I then reached out to Intex to start a warranty claim. I have turned in all necessary documents, yet Intex is telling me until I physically cut up the air bed they are not able to send a replacement. If I physically cut the bed I am unable to sleep until receiving a replacement. Currently it holds enough air so that I may sleep for a few hours at a time before having to blow it back up. I explained that I have back and shoulder problems and was informed that they refuse to honor the warranty until I destroy the bed itself.Business Response
Date: 11/15/2023
Thank you for reaching out to us and bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced with your airbed.
In order to proceed with the replacement process, we kindly request your cooperation in fulfilling the necessary claim requirements.
Please provide clear images of the cutouts as per the instructions provided in our warranty claim. This step will help expedite the replacement process. We genuinely regret any inconvenience this may cause.
We appreciate your patience and cooperation throughout this process. If you have further questions regarding the image submission process, please do not hesitate to contact our service center at ************.Customer Answer
Date: 11/21/2023
Complaint: 20865059
I am rejecting this response because:
What am i supposed to do in the meantime if i physically cut up the mattress? Your response has been that its not your problem what i do in the meantime. Currently i can sleep a few hours before refilling with air but i live in an apartment community and i dont feel comfortable blowing up the mattress multiple time through the night because the pump is incredibly loud which may inconvenience my neighbors. Therefore i blow it up and sleep until i feel myself sinking to the floor at which point i get up and start my day earlier than usual because a few hours of sleep at a time is better than none. I have back and shoulder problems which i have explained and sleeping on a cold floor isnt an option until you decide if to honor the claim. So what is it that i am gaining by not destroying the already defected mattress by making it work until you replace it? My option is to destroy it and show proof then wait however long until you make a decision on the claim and that is asinine.
Sincerely,
*****************************Business Response
Date: 12/12/2023
Thank you for reaching out and expressing your concerns. We sincerely apologize for the inconvenience and discomfort you're experiencing due to the issues with your air mattress. We understand that this situation is far from ideal and we regret any distress it has caused. Our policy of requiring images of the cutouts is intended to expedite the claim process, avoiding the time and cost associated with returning the entire product. We're committed to reviewing your case as quickly and efficiently as possible once the required images are provided. Your patience and understanding in this matter are greatly appreciated, and we hope to resolve your claim to your satisfaction soon.
Initial Complaint
Date:10/26/2023
Type:Service or Repair IssuesStatus: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.
Warranty claim filed in June 2023 has been on delayed status for 4 months. However during that time, the part has become discontinued. Intex refuses to update the warranty claim to allow for a compatible part to be shipped to me. They also refuse to refund my original cost. Warranty claim # ******Business Response
Date: 10/27/2023
Hello ****. We apologize for any inconvenience you have had with your above ground pool and our service center. A substitution request has been initiated for claim #******, as you confirmed part #*****E is compatible with your framing. Please allow 2-3 business days to process the changes and get the item ready for shipment. Once the item ships, you will receive an automatic email with tracking information. If you have any additional questions or concerns, please contact our ************** at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.Customer Answer
Date: 11/06/2023
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:10/23/2023
Type:Service or Repair IssuesStatus: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 6-21-23 I bought an Intex mattress from Target. I started using it 3 months later and it made loud popping sounds when I, someone who is well below the weight limit, laid on it to go to sleep. I assumed it was the mattress expanding because it was new, but it turned out to be faulty seams in the inside of the mattress. I ended up calling to get a replacement and sent the pictures in as requested. I sent everything in before the manufacturer's warranty expired, but they waited until after the warranty expired to tell me that my pictures I sent didn't work for them because I did not cut out the logo of the mattress.This is the only mattress I have so the idea that I would completely destroy it and lay on a hard wooden floor for a minimum of 10 days is ridiculous. I sent pictures that prove that the mattress is malfunctioning so that should have solved the issue, but they know most people will not destroy the mattress before they have a replacement and this allows them to get away with their warranty scam.Business Response
Date: 10/27/2023
Hello Pati. We apologize for any inconvenience you have encountered with your airbed.
Per the limited warranty information provided on your Owners Manual, the service center *** direct you to return the product. In an effort to expedite your claim, we are not asking you to return the product, however, you must render the product useless, hence the reason we request cutouts.
Claim #****** was initiated for you on 10-16-2023. As noted on the warranty claim, there are two claim requirements: 1) Upload a copy of your Target receipt and 2)Upload a picture of cutouts from the defective airbed (1. The INTEX logo printed on the airbed and 2. A 6 x 6 square form anywhere else of the defective airbed.)
You uploaded a copy of your receipt, however to process your claim, you must submit a picture of the cutouts, before the limited warranty expires.
Model 66183T, has a limited warranty valid for 180 days from the date of purchase. Per the receipt submitted via the claim, your limited warranty expires on 12-18-2023.
As for your refund request, unfortunately, we cannot assist you with a refund, any refund would come from the retailer in accordance to their policy.Initial Complaint
Date:10/09/2023
Type:Service or Repair IssuesStatus: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.
Bought intex hot tub on June 5 2023 comes with year warranty . Hot tub started leaking air needs part ************************************************************************************************************************ to fix contacted intex via chat on October 9 2023 they refused to replace part due to I no longer have receipt part is only $11. Would like new part sent to me under warranty.Business Response
Date: 10/11/2023
Hello *****. We apologize for any inconvenience you have encountered with your spa and our service center. The Intex Simple Spa, includes a limited warranty valid for 1 year from the date of purchase.
As noted in your Owners Manual: Keep your original sales receipt , as proof of purchase will be required and must accompany warranty claims or the Limited Warranty is invalid.
Per the information provided to our service agent,you purchased your spa online on or about 6-5-2023. Please contact the retailer for assistance with a copy of your order and delivery confirmation. Once you have this information, please contact out service center at ************, for further assistance.Customer Answer
Date: 10/11/2023
Complaint: 20714936
I am rejecting this response because: Did not fix issue.
Sincerely,
*******************Business Response
Date: 10/13/2023
Once again we apologize for any inconvenience you have encountered. Under the limited warranty, Intex may send replacements parts free of charge, when claim requirements are met. If you are unable to meet claim requirements, replacement parts may be purchased via our website intexcorp.com. If you have any additional questions or concerns, please contact the ************** at ************.
Customer Answer
Date: 10/13/2023
Complaint: 20714936
I am rejecting this response because:Does not resolve issue all this over part that costs $10.88. I could see not covering it under warranty if it was a part that was expensive! You company is pathetic I will not ever purchase another Intex product.
Sincerely,
*******************Business Response
Date: 10/13/2023
We appreciate you feedback and are sorry to hear of your frustration with our limited warranty policy. Unfortunately, we cannot change this policy. Please note our service center is available for assistance with ordering any replacement parts.
Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST. We now a chat option available Monday - Friday 9:00 am - 4:00 pm PST.
Customer Answer
Date: 10/13/2023
Complaint: 20714936
I am rejecting this response because: You company is pathetic I hope it goes under. I will make sure to post on social media and tell all my friends and family about this. It will cost you more than $10.88 even I just get one person not to buy any your products.
Sincerely,
*******************Initial Complaint
Date:10/05/2023
Type:Service or Repair IssuesStatus: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 spa from them under a year ago. The tub leaked. Theyve agreed to replace the tub under claim ****** but want me to destroy and cut the old tub before they do. The tub replacement is on backorder. Meanwhile I patched the leak until the new tub arrives but they wont process it until I destroy it and take a picture. Unacceptable policy. Destroy my spa with no guarantee of getting a replacement from them. Less than a year old. I wont cut up my spa for them until I have the replacement. **** need to do a better job backing their warranty.Business Response
Date: 10/11/2023
Hello ***. We apologize for any inconvenience you have encountered with your spa. To process a claim for a replacement tub, cutouts of the defective tub are required. The compatible tub for your spa is currently out of stock, unfortunately, at this time we are unable to provide you with a restock date.
If patching your tub has controlled the leak, you may hold off on submitting cutouts and your claim. Please note that until you submit the required cutotus, your claim will not be processed. Per the purchase information on file your limited 1 year warranty expires on 2-19-2024. You claim with required cutouts must be submitted on or before this date.
Please contact our service center at ************ additional questions, concerns or for further assistance.Customer Answer
Date: 10/11/2023
Complaint: 20700145
I am rejecting this response because:You want me to destroy my current tub and you say the replacement is on backorder with no eta as to when it will be in stock.
So destroy the tub I am using with my patch and wait for a replacement.Unacceptable.
Will you extend my warranty for the time I am waiting for a replacement product?
How many months will I be waiting?
Past my warranty expiration date?
Then the replacement shows up defective and then I am past my warranty?
Unacceptale resolution
Sincerely,
*******************Business Response
Date: 10/12/2023
Hello ***. If your claim, with the required information is submitted, processed and approved before the limited warranty expires, we will ship out a replacement, when the item is *********. In the unfortunate case, that your limited warranty expires, before the item is *********, Intex will honor your claim.
The limited warranty would be extended for the amount of time your replacement is delayed.
If you have any additional questions or concerns, please contact the ************** at ************.
Customer Answer
Date: 10/16/2023
Complaint: 20700145
I am rejecting this response because:the company is still requiring me to destroy a tub that I have patched in order to get a replacement.
My problem is that the replacement is on backorder with no estimate as to when it would be in stock.
So destroy mine and then wait who knows how long.
Unacceptable
No wonder I see so many complaints on social media regarding your product and lack of customer service
Sincerely,
*******************Business Response
Date: 10/23/2023
Once again, we apologize for any inconvenience you have encountered with your spa. Cutouts of the defective spa tub are a claim requirement, we are unable to override. Per our prior response; If patching your tub has controlled the leak, you may hold off on submitting cutouts and your claim. Please note that until you submit the required cutouts, your claim will not be processed.Per the purchase information on file your limited 1 year warranty expires on 2-19-2024. You claim with required cutouts must be submitted on or before this date.
Please contact our service center at ************ additional questions, concerns or for further assistance.
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