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:08/30/2023

  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 an inflatable pool from I tex that was defective. The first time that I tried to pull the plug to drain the water, it completely ripped away from the bottom leaving it useless. Intex refuses to refund the purchase but did however agree to replace it. I was sent a warranty and claim number and asked to upload the original receipt along with two photos. One showing the logo cut away from the pool and one cutout showing the defective part. I have repeatedly done this and at first, the pictures were rejected immediately. Now, my claim is just sitting there so I reached out to customer service. They are still telling me to upload the pictures. I have even uploaded them via email. It's such a small claim. The pool retails for $30. It has become a matter of principle for me since I believe that they are dragging this out so that the warranty will expire and I can no longer replace or refund the pool. For crying out loud, I just want good customer service to either replace the pool or simply refund the money. It's completely frustrating.

  

  Business Response

  Date: 08/31/2023

  Hello ******. Claim #******, was initiated for you on 7-26-2023.The claim was submitted on 8-4-2023, your receipt was approved, however the images of the defective product were rejected.

  
  As noted on the claim, you need to upload images of cutouts of the defective item. You will need to physically cut out the following from your defective product: 1) Intex or Warning Label 2) Inflation Valve. You are required to write the claim number on the cut outs and take a picture and uploaded via the claim.

  
  Intex does not process refunds. Any refund would come from the retailer in accordance to their policy.

   

  If you have any additional questions or concerns, please contact the ************** at ************

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20540565
  
  I am rejecting this response because I have already submitted the required pictures. They are asking for a 6x6 cutout but the defective part ripped away from the pool leaving me a smaller portion. I have no way to change this. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/05/2023

  We apologize for any inconvenience you have had with your pool. Once again to process your claim, you need to physically cut out 2 pieces of the defective pool. You uploaded full product images. If you need further assistance with your claim or required cutouts, please contact our service center at ************. 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.

  Intex cannot process your claim until claim requirements are met. 

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20540565
  
  I am rejecting this response because: it's as if they aren't even reading my messages. I have uploaded a picture of the defective part but it is not the correct size. It came completely off of the pool so I do not have the option to make it bigger 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/07/2023

  We contacted you on 9-7-2023 to further assist with your claim. A detailed voicemail was left on the number on file.   If you need further assistance with your claim or required cutouts, please contact our service center at ************.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. Please note that this item is under a 90-day replacement policy. Your claim with the requires cutouts must be submitted by 9-12-2023.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20540565
  
  I am rejecting this response because: I listened to the voicemail and I am being told that I submitted pictures of the pool and that I need to cut pieces out and snap a picture. I have done this and submitted them successfully and I'm still being told to cut out the pieces. I have submitted these pictures multiple times. I would be happy to submit them another way but I do t understand what the problem is. They are only looking at the original uploads. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/21/2023

  Ms. ******* Via warranty claim # ******, you have uploaded the same images twice. You have uploaded images of the defective product, however, we need you to comply with the claim requirements. You will need to physically cut out the following from your defective product:
  
  1. Intex or Warning Label
  2. Inflation Valve 
  
  You are required to write the claim number on the cut outs and take a picture. This picture will be uploaded via your claim. Intex cannot process your claim until claim requirements are met. If you need further assistance with your claim or required cutouts, please contact our service center at ************* 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: 09/21/2023

   
  Complaint: 20540565
  
  I am rejecting this response because:
  I have uploaded the pictures many times. The valve is one of the defective parts so it was uploaded as well. I've taken the pictures a couple of different ways and it still wasn't accepted. I gave up once I received the email stating that my claim was cancelled. I no longer have the pool or any of the items to take a picture of. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/21/2023

  We apologize for any inconvenience you have encountered with you product and your claim.  Regretfully, we cannot process your claim if claim requirements are no met. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20540565
  
  I am rejecting this response because:

  The problem has never been solved and the issue is on them. I submitted everything I was supposed to. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/25/2023

  Hello ******, regretfully Intex cannot process your claim as you did not comply with the claim requirements, detailed in your claim. The images submitted, as we previously advised, do not meet claim requirements. Our service center reached out to you, to the number on file to further assist. If you have any additional questions or concerns, please contact the ************** at ************. 

• Initial Complaint

  Date:08/28/2023

  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.

  Bought the spa 1 year ago. After troubleshooting the pump filter impeller is defective. There are numerous ******* videos verifying the same information. Intex does not provide replacement parts for their manufacturer issue.

  

  Business Response

  Date: 09/21/2023

  ****************. We apologize for any inconvenience you have encountered with your spa. Per our phone conversation on 9-21-2023, claim #****** was filed to ship out a replacement control base. Your warranty order is expected to ship on 9-25-2023. An email with tracking information will be sent once your order has shipped. Transit time to your location is ***** business days. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 09/22/2023

   
  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. I havent received the replacement item yet but I did receive the tracking no. Thank you so much for your help. I couldnt get anywhere with their phone and chat customer service. Also, I never received a response from them via email. Your service is essential for consumers. 
  
  Thanks again, 
  
  *************************

• Initial Complaint

  Date:08/22/2023

  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 am waiting for a replacement of this unit that is defective. . I now cannot get anyone at Intex to answer the phone. This product is for sale everywhere but they say they are out of stock of the replacement covered under warranty. I initially asked for this replacement on August 7th 2023 which was approved the same day. Ive checked back and was told it definitely would not be over 2 wks It is now August 20th and there is no update at all on my replacement or when there will be stock. I am sitting with a useless intex pool and pump system that I have spent over ******* on and is less than 2 months old customer service is not satisfactory.If I cannot get a replacement then I need a full refund.1 of: Intex **** I have tried emailing several times and the below response is all I get unfortunately, the 13039EG that you need is currently out of stock and there is no ETA regarding its availability. We would respectfully advise you to continue to check our website periodically and once the out of stock item become available, the website will be updated. THIS is not acceptable and I would like for my pump to be shipped ASAP as it is available online everywhere or a complete refund

  

  Business Response

  Date: 08/22/2023

  Hello ******. We apologize for any inconvenience you have encountered with your delayed claim. Item 13039EG,regretfully is out of stock, we are unable to provide an ETA. As soon as the item is restocked, the item will be shipped and an automatic email will be sent with tracking information.
  We do not have a compatible substitution to offer you. Intex does not process any refunds. Any refund would come from the retailer in accordance to their policy.
  If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20497474
  
  I am rejecting this response because: this pump is available on Amazon and several other places so there is no reason I can not be sent one I have waited over a month now 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/29/2023

  Once again, we apologize for any inconvenience. Full product is available via our retail partners, however, Intex cannot make use of their inventory. Via the limited warranty, Intex will replace the defective component.  As soon as replacement part #*****EG, is restocked the item will be shipped. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20497474
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/22/2023

  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.

  Purchased a above ground pool on 7-13-22, it arrived about a month after because it came on a flatbed truck. 6 months after I put pool up which was sometime in September. the motor went bad on it, ref# claim #******. they sent out a whole new motor within 15 days. Less than 3 months later that replacement motor went bad. I called on 7/24/23 received claim #******. It has been 25 days as of today and I do not have a motor. I have to drain my pool because the water turned so green that I had tadpoles swimming in it. When I call ************ to get status, they informed me that they are out of stock of the motor. they cannot tell me when it will be in stock. They will not let you speak to a supervisor. You just get a customer service rep that tells you the same thing over and over like a robot. I have done research and found that the mfg has been having issues with these pumps. I am not the only one that has been complaining. Please help me either get and alternative pump or my money back. I have had to spend a lot of money on chemicals to get the water to the right levels when their pumps breaks. They are not reimbursing me for this? this pool has cost me $2574.61 and it useless without a pump/motor.

  

  Business Response

  Date: 08/25/2023

  Hello ******. We apologize for any inconvenience you have encountered with your filtration and sanitation system. Claim #****** has been approved. Regretfully, the motor and control station (item #*****EG) is currently out of stock. We are unable to provide a restock date, however as soon as the item is restocked, your order will be shipped. Once the order ships, you will receive an automatic email with tracking information.

  
  On 8-22-2023,a service agent filed a Call Back request. On 8-23-2023, a member of our management team made an attempt to contact you. A detailed voicemail was left at the number on file.

  
  Intex is unable to offer a substitution, as there are no other compatible parts. As noted on the Owners Manual. Intex does process any type of reimbursements.  Intex cannot assist you with a refund, any refund would come from the retailer in accordance to their policy.

  
  If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20491516
  
  I am rejecting this response because: They are the manufacturer and they have been telling me that they are out of stock for over a month. How can a manfacturer not know when they expect delivery of the items? Also, they claim that they have notified me, which is not true, there was not phone call from anyone, nor did they leave a message on my phone. Please advised how long is one to wait for an item that is under warranty? I would like and Estimate time of arrival on my replacement pump? I have an empty pool now that the sun is just eating away at all the parts. The **rings and gaskets are going to be damaged because there is not water flowing through them and I have already had to pay extra money out of my pocket for the extra chemicals that it requires to start up a pool not to mention, I had also had to buy in the past before the parts that were damaged. I have done everything on my end but have not received the same from Intex. They are having an issue with these pumps, and I am not the only one who has made complaints about them. You can research many clients remarks and Intex is aware of this and has been aware of this but has done nothing? This does not seem fair that they can continue to get away with this. How can you let them just get away with stating that the part is on order without telling anyone when they expect it to arrive?? Am I supposed to wait a year?? I spent ******* on this pool and it is only a year old, and the pump has failed 2 times. What does that tell you? I would like some answers other than is on back order!!

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

  

  Business Response

  Date: 08/31/2023

  Once again, we apologize for any inconvenience you have encountered with you filtration/sanitation system. Our products are manufactured and shipped overseas. Intex is working on a resolution. However, at this time we are unable to provide you with a restock date. There is no compatible substitution we can offer.
  As soon as item #*****EG is restocked, your warranty order will be fulfilled. Once your order ships, you will get an automatic email with tracking information.
  Our service center responded to you call back request on 8-23-2023 @ 3:11 pm PST. A detailed voicemail was left on the phone number on file.
  If you have any additional questions or concerns, please contact the ************** at ************.
  

• Initial Complaint

  Date:08/17/2023

  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.

  The inflatable hot tub I purchased did not include the necessary components to operate. The listings for this inflatable hot tub did not say it doesnt include these components. I called four times on separate days at separate times and kept getting the same results. The customer service number kept routing me to a single female in *****, even though it uses a *********** phone number, who speaks very little english, and simply states that they do not sell the components that I am missing, failing to understand my complaint, i asked to speak to someone else or a manager, and am repeatedly told that they do not transfer their phones. She suggested that the hot tub is malfunctioning, but it's functioning as its manual states, it just needs Pool salt, the pump can detect the salt levels, and refuses to heat and cycle the water without this salt. The package included a punch of different pool chemicals, none of which contain the necessary sodium chloride to get the pump going. The customer service phone number is a very obvious scam that is designed so that they cannot help anyone with their pure spa line of products. I would like the company to send me the 40$ worth of pool grade Salt it needs to function for the first time operation. I expected to have to purchase chemicals for future maintenance, not for the first time out of the box use, when the product is supposed to be 100% functional out of the box.

  

  Business Response

  Date: 08/22/2023

  Hello Adham. We apologize for the unfortunate experience with our service center and our agents.
  The salt needed to operate the sanitation system of your spa is not included. Intex does not sell any chemicals, sand or salt, therefore they are not included with any of our products.
  We apologize for any misunderstanding. Intex does not process any type of reimbursements. We cannot comply with your request.
  For additional product support, such as required salt and quantity please contact our service center at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.We now have a chat option available Monday - Friday 9:00 am - 4:00 pm PST,please visit our website intexcorp.com.

• Initial Complaint

  Date:08/16/2023

  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 my queen plug in air mattress at target April 1 2023 I purchased insurance for the mate as well I have my receipt and Intex refuses to file my complaint and provide me with my replacement Mattress which is what they are required to do under the warranty and insurance due to my original receipt being faded I even contacted target who provided me with a clear view of the receipt and submitted both copies to Intex and Allstate.

  

  Business Response

  Date: 08/22/2023

  Hello *****. Our records indicate you have contacted our service center but our agents have not been able to gather enough information to initiate your claim. To initiate a claim,we need the model number, to confirm the warranty period and the sales receipt to confirm the item is within warranty. Before initiating a claim, the service agent, may attempt to resolve the issue by advising on some troubleshooting steps.
  You contacted our service center on 8-10-2023 (2 calls) and on 8-11-2023, you were unable to provide our agents with your model number.
  On 8-11-2023, you submitted and email inquiry with a digital copy of your receipt. We were able to determine that you have airbed model 66196T QUEEN COMFORT ELEVATED AIRBED W/ FIBER-TECH RP. The limited warranty for this model is valid for 180 days from the date of purchase. Regretfully, we are unable to confirm the purchase date, as your receipt has no date.
  Please contact our service center at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.
  We now a chat option available, via our website, intecorp.com, available  Monday - Friday 9:00 am - 4:00 pm PST.
  

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20463775
  
  I am rejecting this response because:I have already provided the receipt and notified you guys countless times the item is still under warranty and is fully covered I also notified you that I contacted the insurance company allstate who forwarded my claim to you Intex has done nothing but waste my time I've provided them all the numbers I have and proof of purchase and the faulty item yet they refuse to provide me with my replacement mattress they are required to provide. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/25/2023

  We apologize for any inconvenience.We do not work with Allstate in any way or form. We do not accept claims from Allstate.
  If you would like to initiate a claim for your airbed you will need to contact our service center at ************ with your date of purchase. If the purchase date is within 180 days,our service agent will gladly initiate a claim and further explain the claim process. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST. We now a chat option available, (intexcorp.com) Monday - Friday 9:00 am - 4:00 pm PST.

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20463775
  
  I am rejecting this response because: your response is invalid your product was sole to me at target the product is insured by Allstate you do partner with them because you have thousands of items that are insured by Allstate my product in particular my air mattress which the warranty is valid and legally you sold me a faulty product and with my coverage which is valid to date because I only bought it in April of this year you Intex are required to provide me with a replacement of the faulty item. In not doing so you are directly violating the terms of agreement and 
  Insurance policy. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/29/2023

  Once again, we apologize for any inconvenience you have encountered with your Intex airbed. If are able to provide a copy of your receipt and it is dated within 180 days, Intex will gladly assist you with a warranty claim. Please contact our service center at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST. We now a chat option available, (intexcorp.com) Monday - Friday 9:00 am - 4:00 pm PST.

  Any inquiries regarding the product protection you purchased from Allstate, please contact Allstate or the seller, for further assistance. 

• Initial Complaint

  Date:08/08/2023

  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 bought two of Intex's Excursion Pro 1-person kayaks in September 2022. Within less than a year, both had defects. Both started losing air despite no damage. No punctures. The kayaks have always been handled with extreme care as they're inflatables. But it didn't matter.Intex provides an embarassingly short 90-day warranty and now it's obvious why: They're extremely poor quality. They're advertised on Amazon as "super tough" and having "superior structural strength." (Please see listing for reference: ************************************************************************************************************************************). These characterizations are outright lies and they need to be reported as such.Thankfully the first time I had an issue, it fell right before the warranty was over. Intex made it very tedious and difficult to submit for a replacement, but I was eventually able to after several times contacting the company. For the second one, they refused to help me at all since it was past their warranty. I think consumers should be warned about the very poor quality of this product as well as Intex's refusal to stand by its product.

  

  Business Response

  Date: 08/09/2023

  Hello ******. We apologize for any inconvenience you have encountered with your kayaks. As noted under the Limited Warranty section of your Owners Manual, the limited warranty for the kayak is valid for 90 days from the date of purchase.
  We appreciate your feedback and are sorry to hear you are disappointed with your purchase.Regretfully, once the limited warranty has expired, Intex cannot process any claims. If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20435540
  
  I am rejecting this response because:

  The Advertising for this product was misleading and dishonest. Intex should be ashamed of its lack of accountability. The Amazon listing called this item super tough with unmatched resistance to damage. This was hyperbole at best but frankly a lie. Ive had inner tubes that lasted longer. Much longer. Intex must provide a refund in full, and I also ask that they change the language of their online advertising so that future consumers dont get scammed like I did.

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

  

  Business Response

  Date: 08/21/2023

  Once again, we apologize for any inconvenience you have encountered with your kayak. We appreciate your feedback. Unfortunately, we cannot assist you with a refund, any refund would come from the retailer in accordance to their policy. We cannot assist with a claim, as you are no longer within the 90 day warranty period. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20435540
  
  I am rejecting this response because: Now their excuse is that it's up to the vendor, however, it was their official Amazon page that sold the faulty product, and when I contacted Amazon they said to contact Intex directly. Once again Intex is refusing responsibility for a bad product.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/22/2023

  We are sorry to hear you disagree with our response. The limited warranty on Intex boats/kayaks is valid for 90 days from the date of purchase. We will gladly process any claim, if filed within the warranty period. Regretfully, you are out of the warranty period. Intex cannot process a refund. Intex cannot process a claim for a replacement.  

   

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20435540
  
  I am rejecting this response because: Intex clearly does not want to do the right thing to make up for its false and misleading advertising. They should be held accountable.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/03/2023

  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.

  The sand pump filter from Intex is breaking down in this summer. Firstly, the sand tank started leaking, and I filed warranty claim and it was honored without any issue. Then the pump motor started making a lot of noise while operation. However, when I filed the claim, I was told I had to cut the cord off and took picture as proof for the warranty to be used. My pool will totally stop functioning if I cut the cord off before they send out the replacement. What if the replacement doesn't work, or if they deny my claim after all the hassles they ask the customer to go through. I believe this is ridiculous request they ask the customer to do, so that they don't need to take care of the claim.

  

  Business Response

  Date: 08/03/2023

  Hello ****. We apologize for any inconvenience you have encountered with your pump and any miscommunication with our service center. Claim #****** will be processed in 1-2 business day.Once the claim has been processed, please allow 1-2 additional business days to prep and ship your warranty claim. Once your item is shipped, you will get an automatic email with tracking information. If you have any additional questions or concerns, please contact the ************** at ************.

• Initial Complaint

  Date:08/03/2023

  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.

  Purchased intex ******* clear **** GPH sand filter pump and saltwater system on 5/21/22 from amazon.com. purchaser advertised a 2 year warranty (not limited) and still does, please see screenshots. we have had issues with the pump giving errors for low salt and testing showed appropriate levels of salt. intex support advised to clean parts with vinegar on 6/12/23, that no longer works and the system is no longer working. company will not honor 2 year warranty and part is not in stock for purchase even. I have asked to speak with a manger when i called/chatted with support on 7/26/23 and 8/1/23 and have been told they will give me a call back but can't help me either. I do not receive a call back from manager.Pool is no longer usable due because of this pump and filter and i would like to have a refund since it is not usable.Thanks

  

  Business Response

  Date: 08/04/2023

  Hello *********. We apologize for any inconvenience you have encountered with your sanitation/filtration system and our service center.  The Intex service center is an inbound call center. If the agent is unable to assist you and you require the assistance of a management team member, a call back request must be submitted. There is no pending request for you.

   As noted on the under the Limited Warranty section of your Owners Manual, the limited warranty is as follows:

  Sand Filter Pump Warranty 2 Years
  Titanium electrode & E.C.O.electrode Warranty 1 Year
  Hoses, Plunger Valves &Fittings Warranty 180 days
  
  Per the information provided, you will need to replace the Titanium Electrode. Based of the date of purchase provided, we are no longer able to replace this item under warranty.
  Unfortunately, Intex cannot assist you with a refund, any refund would come from the retailer in accordance to their policy. 

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20408903
  
  I am rejecting this response because: as can be seen from the screenshots, intex advertises a 2 year warranty. If it is a limited warranty, intex should advertise as such. This is deceptive.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/09/2023

  Hello *********, we appreciate your feedback and understand you are frustrated at the limited warranty. Unfortunately,Intex is unable to assist with a replacement. If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20408903
  
  I am rejecting this response because: intex shows they have a full 2 year warranty (not listed as limited) on Amazon description of product but will not honor their warranty. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/21/2023

  Hello *********. We apologize for any inconvenience you have encountered with your product. The limited warranty is noted on the packaging and detailed in your Owner's Manual. Regretfully, Intex in no longer able to replace the Titanium electrode under warranty. Per the purchase information provided, the electrode is no longer under warranty. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20408903
  
  I am rejecting this response because: intex advertises a 2 year warranty as seen by screen shots provided but will not honor it.  This is deceptive practice and they should respectfully honor what they advertise! I am requesting a full refund since they are unable to provide a replacement part.
  
  Sincerely,
  *************************

  

  Business Response

  Date: 08/25/2023

  Hello *********. Intex cannot comply with your request. We will not process a claim for a replacement or a refund.  If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20408903
  
  I am rejecting this response because: intex clearly advertised a 2 year warranty (see screenshots) and is not upholding it.  Please repair or provide a full refund.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/29/2023

  Hello *********. Once again, Intex cannot comply with your request. We will not process a claim for a replacement or a refund.  If you have any additional questions or concerns, please contact the ************** at ************. 

• Initial Complaint

  Date:08/03/2023

  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.

  Purchased #********* on 7/12/23 which was for *****. Upon receipt, I noticed that the two male connections had o-rings while the female connection's o-ring was missing. Predictably, it is leaking from the female connection that screws onto the pool. I called on 8/2 to ask for a replacement o-ring. The first rep I spoke with said the product does not come with o-*********** must purchase them separately. This is obviously incorrect and untrue. She gave me a part number to purchase, which is not even correct -- it is the o-ring for the male connections. I asked to speak with a supervisor and she said there is no way to speak with anyone else unless I hang up and call again. I asked for her name and her customer representative *** She said her name is ****** and her customer representative ID is 866, which frankly sounds made up to **** called back a second time and initially this representative was helpful and understood what I was saying but after she couldn't find the missing o-ring part number and so defaulted to the apparently standard response that it doesn't come with and i have to purchase it. She again gave me the part number to purchase, which was again unsurprisingly the same wrong part. This person said her name was ********* and she does not have a customer rep *** At this point, I have a leaking part and I cannot even pay money to purchase the correct missing part because no one at Intex knows what it is or will acknowledge that it is supposed to come with this valve.I'd like to have this part or the whole valve exchanged, and I'd like a refund in entirety for this whole aggravating hassle and waste of time over a $2 o-ring.

  

  Business Response

  Date: 08/03/2023

  Hello *****. We apologize for any inconvenience you have encountered with your order and our service center. If you have a leak located on the connection to the pool, please inspect the adaptor B (*****). This adaptor has a non replaceable o-ring. If you would like to process a refund, please contact our service at ************. An agent will be able to assist you, in accordance to our return policy. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST