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Business Profile

Recreation

Swimply

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Recreation.

Complaints

Customer Complaints Summary

  • 31 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/25/2025

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had $100 in credits from being referred and then referring someone. I asked Swimply when they expire and they said they would not. I wanted to use them recently and the credits are gone. I contacted Swimply about it and they were supposed to fix it but it's been almost 2 weeks and I still don't have it back. Please refund the $100 credits. Please see email proof of conversation saying they wouldn't expire.

    Business Response

    Date: 06/26/2025

    Swimply Referral credits have always expired 30 days after they are added to the account. as one time courtesy we have added the credits back to the account. These will expire in 30days

  • Initial Complaint

    Date:06/18/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    Weve been good Swimply customers for a while now. Ive referred dozens of people to the app and have made friends with a lot of the pool owners. At the end of last summer we has horrible wildfires in our area that caused the air quality to be so bad we couldnt play outside. So I had to cancel my last booking of the season. I ended the summer with $100 in credits and looked on the app, tried to reach them and googled all with no luck on finding when they expire or if they expire. About a month ago I logged on and my credits were still there. Not yet when the weather would be swimming weather yet I waited. Logged in this weekend and my credits are gone. Vanished into thin air gone. Tried to contact customer service while was a joke, only to be told they expired and I wont get them back. Im dealing with debilitating health issues right now and this stress just adds to the suffering. Was really looking forward to booking some pools nearby as a way to relieve some stress. Now they took away my credits. *******! I want $150 in credits now. $100 for credits lost and $50 for the headache/bad service

    Business Response

    Date: 06/18/2025

    our referral credits have always had an expiration of 30days and this is listed in the referral program ToS For both the inviter and referred Guest, the Swimply credit expires 30 days after it was added to the account.

    We acknowledge that Ms. ******** has made bookings in the passed and would like to add the $100 in credit back to her account. The credits are available on her account for the next booking.  

    Customer Answer

    Date: 06/23/2025

     
    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:02/18/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 earned money as a host through the Swimply platform in 2024. There was a delay in getting my 1099 tax form from them, so I tried to get help from their "Duckie" chatbot without luck on Feb 9th 2025. It doesn't answer any questions I have, doesn't transfer me to a human, and doesn't open a support ticket no matter what I do. Example:Web User ************************ says:Contact support Duckie says:To contact Swimply ************** use the Help button on the website or app. Our virtual assistant, Duckie, will guide you. If needed, a support ticket will be created for further assistance.Generated by AI Duckie says:Was this helpful?Web User ************************ says:Create support ticket Duckie says:Sorry for not being able to answer your question. Here are some related topics that might provide the information you're looking for.I then tried contacting a human with a support email I had used with them years ago. I got an email back saying that address is no longer in use. I ******* for a new email and asked them about my 1099. No answer 3 days later. Then suddenly I received my 1099. The 1099 appears incorrect by approximately $2000, so again I'm trying to contact a human or Create a support ticket using the chatbot, and again being given the run-around by the chatbot. I'm filing this complaint because taxes are extremely important and time-critical, yet I am unable to contact any humans or get any help from the company.

    Business Response

    Date: 03/11/2025

    A corrected 1099 from was issued to the customer. For privacy reasons we have not uploaded the corrected 1099 to bbb as evidence. 

    Customer Answer

    Date: 03/19/2025

     
    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:08/14/2024

    Type:Product Issues
    Status:
    Answered
    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.
    requested deletion of my account, associated with ********************************/************. No response.

    Business Response

    Date: 08/15/2024

    The account has been deleted. there is a ***************************************************************************************** the event there are any issues with a recently conmpleted booking. 

  • Initial Complaint

    Date:08/08/2024

    Type:Order Issues
    Status:
    Answered
    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 a host on swimply. Ive had 3 past bookings but havent received any payments. 7/15/24 - $172.80 7/27/24 - $172.80 8/1/24- $129.60 Ive contacted Stripe which is the service that handles the payments. The stripe *** stated that everything is verified and good on their end and that we would have to contact swimply. Ive used the swimply help chat 4 times and no one has responded. Ive emailed both ******************************* and *********************************** and no one has responded. I even called their phone number ************ and left a VM, still no response. Its so hard getting in contact with someone and at this point I am getting frustrated. Can someone please get back to me so we can resolve this issue.

    Business Response

    Date: 08/08/2024

    This user has completed the ** verification under a different email that is not associated with their Swimply account. We are not able to transfer the verifications for a different user. We have sent a link to the host which will directly connect their account once the required information is added. 

    Once complete payouts will begin releasing within 24 hours. 

  • Initial Complaint

    Date:08/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    August 02, 2023 We made a booking for a pool rental within 1.5 hours of our arrival. The host did not provide a physical address for the pool therefore we were not able to attend our booking. The only address listed ***********. That is not an address and only a long road with many houses We reached out to swimply as well as the host multiple times to ask for a refund or to get in touch with the host. They told us that because our booking was within 2 hours we were not allowed to cancel and receive a refund even though no rental was provided to us

    Business Response

    Date: 08/15/2024

    Hi ******, 

    We are sorry to hear that the listing did not ***** the accurate address. We will be investigating this further. We have processed a full refund of $69.00 back to the original payment method. 

  • Initial Complaint

    Date:05/24/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We listed our home on Swimply because our pool and backyard area is gorgeous, figuring we can make some extra cash for the space. We have had 3 positive experiences. However, On two separate occasions now, the guest came used the space and canceled the booking as they were leaving. Specifically today. April 24th. A *** booked my backyard from 12 to 6:30pm. The guest were running late so they showed up around 1:30pm. They jumped in the pool, played basketball, played pool used the space. They should have paid a total of $607.50 but I only should of made $516.37 with the host deduction. Which is fine. Around 5:30pm I receive a notification that the booking was canceled. It completely disappeared from my calendar and app. I tried to contact Swimply about the issue but only a bot with article suggestions was available. I went outside to talk to him about the canceled payment and he said he canceled it when he was running late and had no way to rebook. But since I let him in he used the space with his friends and didnt mention anything about the cancellation. Swimply has no control over the guest taking back their payment and/or canceling their card information on the app, or handling declined payments after the booking has already begun. Our other issue was similar with an event last year of 100 people! They overstayed their booking but couldnt be charged the difference because their card on file had no funds! There is no guarantee that you will be paid after these people book your home and use your privacy to their advantage. Given not everyone will do this, but Swimply should make it a priority to pay out the host for space used AND THEY DONT! They want you to deal with the guest personally. If I wanted to deal with the guest I wouldnt use the platform! Id list it publicly and keep 100% of the profit!

    Business Response

    Date: 05/29/2024

    the guest did cancel the booking and the host was paid out in full according to their cancellation policy. This host contacted our support team and we responded within 24 hours letting them know that the payout would release as normal. 

  • Initial Complaint

    Date:04/21/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My home is currently in ******. Someone swiped the pictures from my listing and created a listing on Swimply (it's a site for renting pools out). I group showed up at my house thinking that they rented my pool when they had no right to be on my property. There is no phone number to reach the company. I had to join their site just to file a complaint on their support site. It's been over 10 hours and the ad is still up on their site. They clearly don't do anything to see if the person posting the listing has the right to rent the pool. I am sure people are getting scammed all the time by this. I hope you can stop this unethical company from allowing listings like this.

    Business Response

    Date: 04/22/2024

    This issue was resolved with the customer. Their address was removed from our site and we contacted them directly letting them know that it had been removed and their were no future bookings confirmed for their address. 

    Customer Answer

    Date: 05/17/2024

     
    Complaint: 21554758

    I am rejecting this response because:

    The business does not verify that someone owns a property or has the right to rent the pool out. This will lead to similar scams like someone did with my house. They need to change their practice. Someone could have drowned at my house and I would have been sued. Their very callus response that they resolved is not satisfactory.
    Sincerely,

    *******************

  • Initial Complaint

    Date:07/07/2023

    Type:Product Issues
    Status:
    Answered
    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 paid to rent a pool on Swimply for 7/2 and it was fraudulent. The pool did not exist when we arrived and after attempting to contact Swimply multiple times they have not contacted me back. This is unacceptable.

    Business Response

    Date: 03/04/2024

    Our customer support team responded to this user on Jul ****** and processed a full refund 

  • Initial Complaint

    Date:06/29/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Swimply is a platform for hosts in residential areas to rent their pools for parties. One Swimply host in my North Hills, ** neighborhood has been a disruptive and potentially dangerous nuisance for months. Swimply offers no customer support for neighbors to report complaints (their web form is non-functional and their email addresses all bounce back, no phone numbers are listed and their chat function is a bot).These parties often feature amplified music and live DJs, with volumes that can be heard from blocks away, often late into the evening. But last week, things turned from simple public nuisance to potentially dangerous.On Saturday, June 10th, there was a large party at this location and I observed two men standing outside the entryway to the host property with tactical vests and semi-automatic weapons around their bodies. These so-called "security" guards openly wielded their weapons for the entire duration of the party, which often spilled out into the street, with open containers in view.This is a street where young children live and play outdoors. My house, where I live with my family, is in easy reach of stray bullets. My neighbors and I were not aware of the host's participation on Swimply until this incident. Several neighbors called the police, one actually went to visit the police station to complain, and the police did eventually respond and broke up the party at around 10 PM. These noise and weapons issues are a direct violation of Swimply policies. And while Swimply claims to be an advocate for "community" they have made it impossible to speak with anyone about resolving this issue.

    Business Response

    Date: 04/02/2024

    Swimply has a help feature for host to contact support by using our chat. The chat needs to collect information from the neighbor before they can be escalated to a live agent because we do not have any of the neighbors information if they do not have a swimply account. ********************** does not offer phone support at this time. 

    *********************************************************************************************************************************************

    *******************************************************************************************************************

    this complaint is not from a swimply customer. 

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