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:10/03/2023

  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 September 1st, a product was shipped out to honor a manufacturer's warranty. The item was delivered September 9th, however I didnt not receive any email or alert. Nonetheless, I asked my leasing office if the item had been delivered and they said no. I retrieved the tracking number and the item had been delivered but stolen. I contacted *****, who was the shipping provider and they said that a claim needed to be filed, but could only be filed by the manufacturer/sender. I contact Intex but they say that I need to file a police report. I sought counsel with my lawyer who said that because I never retained possession of the package, a police report would not do me any good because technically, the item went missing before I retrieved it. I tried to explain to Intex that ***** was ready to assume responsibility for the lost but a claim needed to be filed by them or they needed to waive their right to I can file a claim on their behalf. And they refused and hung up in my face on THREE occasions. This aent me over the edge because first, they didn't even have the item in stock to replace my defected one. I had to accept a lesser model. I did. Then it took them 3 weeks to honor the warranty after me reaching our to them. And I did not complain. And NOW they refuse to move forward with filing a claim so ***** can refund and reimburse them for the lost item so they can resend another. And again, the condescending and disrespect in hanging on me 3 different occasions is something I will not tolerate.

  

  Business Response

  Date: 10/05/2023

  Hello *******. We apologize for any inconvenience you have encountered with your airbed and our service center. 
  
  Per the results of our ***** investigation, we are able to reship your warranty order. Your warranty order will be re shipped under warranty order  #*********. Per ***** tracking #************, your order is scheduled to be delivered by October 8, 2023.  If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 10/10/2023

   
  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:09/28/2023

  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 six-man Intex Day spa from my sister who purchased it set it up and kept having error codes and issues and didn't know how to handle that so she did not want the product she used it twice took it down and I purchased it from her immediately I set it up was having the same error codes try to troubleshoot couldn't figure it out so I called and text they advised me that it sounded like a code e81 where the control panel was not communicating with the hot tub when I purchased it from my sister she did not provide me the purchase receipt the box with the instructions and she believes the receipt we're all tossed out by accident when I reached out to Intex they told me because I did not have the receipt as proof of purchase that they would not cover the warranty although that this is a faulty item and happens frequently which is why they provide the warranty so I purchased that item it came in I filled the tub I was able to use it once maybe twice I am still getting the error code saying it's not connecting so I unplugged it left it unplugged for a few days plugged it back in then finally it connected and once I started heating I'll see small amounts of water rolling out from under the tub and getting my wall in my garage soaking wet once again we took the tub down we checked everything there are no holes no leaks I cannot figure out where this is coming from we filled it halfway it didn't leak at all so I filled it all away once again turned it on to heat went back out in the garage next morning and there was water on the floor the point is this tub has been faulty and has not worked properly since day one their representatives tell me that they know that these things happen and that's why they give the warranty but since I don't have an original receipt they will not honor the warranty I feel like there should be another way for them to look up this spa I mean obviously it was purchased it is in my garage they are a lot of money I am not asking for a refund or any cash I'm just asking them to replace the faulty item that they are selling if you go on their reviews all the reviews are horrible I should have looked at them before I purchased it from my sister I just feel like for the amount of money that they charge for this item especially knowing that they have these manufacturer defaults that you should be able to provide some kind of item number or code number to prove that it was newly purchased I have had nothing but issues in the 3 months that it's been owned they should not be able to take hundreds of dollars from customers and have no responsibility just because of a receipt cannot be found again I do not want any cash return to me I would just like to be able to use the item that we actually purchased we have had to take it down set it up refill it allow it to heat replace parts and we haven't really got any enjoyment out of it in text should be responsible in some way shape or form

  

  Business Response

  Date: 09/29/2023

  We apologize for any inconvenience you have encountered with your spa. As noted under the Limited Warranty section of the Owner's Manual; "The provisions of this Limited Warranty apply only to the original purchaser and is not transferable. This Limited Warranty is valid for 1 year 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."
  
  Regretfully, if you purchased this spa, used and from a non Intex retailer, the Limited Warranty is invalid.
  
  If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20664742
  
  I am rejecting this response because: I PURCHASED THIS PRODUCT FROM MY SISTER BECAUSE SHE COULD NOT UNDERSTAND ALL THE ***** CODES SHE WAS GETTING FROM THE BEGINING RIGHT FROM TAKING THE PRODUCT OUT OF THE *** AND THE RECIEPT WAS THROWN AWAY BY ACCIDENT RIGHT AFTER PURCHASE WITH THE *** IT CAME IN I COULD HAVE HAD HER CALL AND PRETEND IT WAS HER AND IT WOULD HAVE MADE NO DIFFERENCE IN THE QUALITY OF THE PRODUCT THEY ARE SELLING IT IS A TWO MONTHS OLD AND HAS BEEN NOTHING BUT MANUFACTURERE DEFECTS THAT THEY ADMIT TO AND AT FIRST THEY TOLD ME ON THE RECORDED LINE IF MY SISTER COULD FIND THE RECIEPT THEY WOULD HONOR THE WARANTY *** IT IS BECAUSE IT IS BECAUSE IT IS BECAUSE I GOT IT FROM MY SISTER AGAIN THEY ARE SELLING A HORRIBLE PRODUCT THAT THEY ADMITEDLY EXPECT TO HAVE MALFUNCTIONS AND THAT IS WHY THEY OFFER THE ONE YEAAR WARRANTY THEY SHOULD OFFER AN EVEN EXCHANGE WITH OUT RECEIPT RECEIPT YOU CAN TELL BY LOOKING AT THE PRODUCT IT IS BRAND NEW THEY SHOULD BE ABLE TO TELL BY SERIAL NUMBERS WHEN IT WAS PRODUCED WHAT HORRIBLR CUSTOMER SERVICE AND A HUGE WATE OF MONEY  THEY ARE RIPPING PEOPLE OFF READ THE REVIEWS BBB
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 10/03/2023

  Once again we apologize for any inconvenience you have had with your spa. Intex will not process any warranty claims if claim requirements are not met. If you have any additional questions or concerns, please contact the ************** at ************. 

• Initial Complaint

  Date:09/28/2023

  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.

  Purchased intex deluxe king size air mattress from ******* on October 10 2022.Used this mattress several times and recently the air mattress deflated during use. I contacted warranty support and filed warranty claim. Spent several days troubleshooting with warranty support. Warranty support finally approved the warranty claim and approved replacement. Several weeks have passed and warranty support claim lookup shows that replacement air mattress is delayed. After calling and speaking to warranty claim expert they offered a queen size smaller replacement. I declined the offer since I purchased king size. Warranty claim expert has no other information on when my replacement will ship.I was at ******* today and walked by the air mattress isle and shelves are stocked with intex deluxe air mattress in all sizes.

  

  Business Response

  Date: 09/29/2023

  We apologize for any inconvenience you have encountered with your airbed. Your model 66169WD, is currently out of stock. Our records indicate, that on 9-27-2023, you agreed to a substitution,  Dura-Beam Plus Prime Comfort Air Mattress 20" ************************* Pump 66170ED. Your warranty order #*********, shipped on 9-28-2023, via ***** (tracking #************), with an expected delivery date of 10-3-2023. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 10/02/2023

   
  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:09/28/2023

  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.

  A titanium electrode for my pump stopped working so I called and gave intex my model number on my pump the sent me the part and I paid for it. 3 mo the later the part went bad again. These should last several years. Then was told they sent the wrong part but would send me the same part despite being passed warrenty even though its the wrong part. I said you guys sent the wrong part I want the correct part. They refused. It was their mistake by sending the wrong part, the part went bad and now they want me to buy the correct part. Ridiculous

  

  Business Response

  Date: 09/29/2023

  Hello *****. Per your consumer profile, via order *********, you purchased a motor and control station, item #*****EG, on 6-4-2022. 
  
  The compatible titanium electrode for this motor is item #*****, which you purchased on 6-4-2023. 
  
  Claim #****** was filed on 9-27-2023, to replace the titanium electrode, item #*****.
  
  Claim #****** was filed on 9-27-2023, to replace motor and control station, item #*****EG.
  
  The link below list all replacement parts for your model 26679EG.
  
  **********************************************************************************************************************************************************************************
  
  If you have any additional questions or concerns, please contact the ************** at ************. 

• Initial Complaint

  Date:09/25/2023

  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.

  Contacted Intex on or about 8/10/2023 as our Above-ground Saltwater Pool Pump quit working. Received an approval email for the claim on 08/11/2023, but was advised later that day that the part was out of stock. We have been waiting almost two months now, and using a lot of chemicals and a cheap pump we purchased to maintain clean water as it would cost roughly $600 to drain the pool and refill. Called today 9/25/2023 and still no resolution in sight. We have spent a fair amount of money maintaining the pool chemical balance as we wait for the replacement part, and feel that Intex is not honoring its warranty.

  

  Business Response

  Date: 09/26/2023

  Hello ******. We apologize for the delay in shipping you your replacement parts. Regretfully item 13039EG is currently out of stock. We expect to receive inventory near the middle of October, (baring any transit or port delays). ) You will receive an automatic email with tracking information once your warranty order ships.  Please contact the ************** at ************** if you have any additional questions/concerns.  

• Initial Complaint

  Date:09/25/2023

  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.

  Me and my brother purchased a above ground Intex swimming pools in the early spring. We found out that they were not safe and there was a recall on them. I do not have the original box or the receipt still, I do have my brothers receipt he returned his car at Menards and got full credit. I had to have a child who got hurt on one of these pools and I've been trying to get refunded by Menards but I don't have the receipt and I don't have the box it came in now I dropped off yesterday on September 23, ************************** ********* *********. They have my pool currently and they're not giving me a refund. I need something to back me up so they can get refunded by the Intex incorporation themselves.

  

  Business Response

  Date: 10/03/2023

  Hello ********. We are sorry and concerned about the injury you state was caused with the use of our pool. There are no recalls on any of our Intex pools. 
  
  We have made eight attempts to reach out to you, to the number provided via this complaint. 
  
  Please contact us at ************ for further assistance. 

• Initial Complaint

  Date:09/25/2023

  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.

  All three of these kayaks were purchased as gifts and all 3 opened at the seam. We tried to co tact the company and the prrson on the phone hung up.

  

  Business Response

  Date: 09/25/2023

  In response to this complaint, we are infoming you that it was filed with the incorrect company. Although our name is Intex Corporation, we are not the pool and inflatable company. We are a small business in the construction industry, located in **. We are in no way affiliated with that company. The company in question is located in **. From their website (intexcorp.com), I located this contact information:

  Intex Corp.
  P.O. Box 1440
  **********, ** 90801-1440
  Customer Service
  MonFri ****** - 5pm PST
  ****************

  Hopefully that helps.

  

  Business Response

  Date: 09/26/2023

  Hello *****. We apologize for any inconvenience you have encountered with your kayak. As noted on the Owner's Manual, the Limited Warranty on your kayak is valid for a period of 90 days from the date of the initial retail purchase.  A sales receipt will be required and must accompany warranty claims or the Limited Warranty is invalid. If you are within the limited warranty period, please contact our ************** at **************, for further assistance. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20623330
  
  I am rejecting this response because: Thhe seam opened due to a manufacturing issue not by anything we did.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/29/2023

  Once again we apologize for any inconvenience you have encountered with your kayaks. s noted on the Owner's Manual, the Limited Warranty on your kayak is valid for a period of 90 days from the date of the initial retail purchase, this includes any manufacturer defect.  A sales receipt will be required and must accompany warranty claims or the Limited Warranty is invalid. If you are within the limited warranty period, please contact our ************** at **************, for further assistance. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20623330
  
  I am rejecting this response because: this is poor quality product.  One would think the company would care about a customers product.  I guess this is over but I want to let you know that I feel like I got a bad deal with only using these for 3 months.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/03/2023

  Hello *****. Once again we apologize for any inconvenience and appreciate your feedback. 

• Initial Complaint

  Date:09/21/2023

  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.

  BUYERS BEWARE! I received a DEFECTIVE intex product as a gift. They only have a limited warranty on the product of 90 days. Ive never heard of anything so ridiculous. They also wont help because I dont have the receipt. Im not asking the person who bought it to provide me a receipt.

  

  Business Response

  Date: 09/21/2023

  We apologize for any inconvenience you have encountered with your ************ This item is not part of our limited warranty program. However, if a defect is reported within 90 days, Intex may assist with a replacement, provided a receipt is available to confirm the date of purchase. Regretfully, without a receipt, we cannot process a claim for a replacement. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20636612
  
  I am rejecting this response because: I received this as a gift therefore I have no receipt. If you sent a defective product, you should exchange it. How is a receipt going to change the fact its broken. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/25/2023

  Once again, we apologize for any inconvenience you have had with your ************ We understand this was a ************ do are unable to provide a copy of your receipt, unfortunately, without a receipt, we cannot assist with a replacement. If you have any additional questions or concerns, please contact the ************** at ************. 

• Initial Complaint

  Date:09/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a 6-PERSON GREYWOOD DELUXE ROUND BUBBLE SPA SET. It started having all kinds of issues and so i filed a claim under intex warranty. The warranty was approved but now they refuse to send me replacement parts. The warranty was approved on 06-16-23. Over three months ago. They just make excuses when i call and refuse to send me a new hot tub...

  

  Business Response

  Date: 09/21/2023

  ******************, we apologize for any inconvenience you have encountered with your spa. Regretfully, the tub, item # ***** is currently out of stock. We are unable to provide you with a restock date. As soon as the item is restocked, it will be shipped. Once the item ships, an automatic email will be sent with tracking information. Please note that your limited manufacturer warranty will be extended for the amount if time your claim is on delay. If you have any additional questions or concerns, please contact the ************** at ************. 

• Initial Complaint

  Date:09/18/2023

  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 ordered a pool cover from Intex Recreation Corp (****************************************************************) (phone ************). Upon receiving it, we noticed a tear in the top of the cover making it essentially useless. The company will not issue a refund unless I pay the shipping to return it. I paid $22.52 to have it shipped to me in the 1st place. So now I either pay the fee again to receive my $38.00 refund (costing me about $45 total in shipping fees) or just get to eat the $61.56 I spent on the purchase originally. I feel that this is very unfair. I did nothing wrong except believing I would receive a quality item from this company. My order number is ********* ordered on 9-5-2023.

  

  Business Response

  Date: 09/21/2023

  Hello *******. We have initiated claim #****** to process your refund. As discussed with our consumer service manager, once you upload the required information, we will proceed with a refund for your order. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 09/25/2023

   
  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,
  
  *****************************