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Business Profile

Pool Supplies

Active Pool Supply

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Supplies.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint 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:01/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a Cell salt for my pool on 1-02-2024 ( That was cell #6 since I own that pool ) I installed the cell like all the other ones and it start acting bad, the salt reading was not right, but I decided to wait at least 24 hours before doing anything because sometimes it will take a little while to run right.The next day the salt level went up by itself 300 points and kept going up and up without me adding salt to the pool, this is not normal At that point I contacted them by phone and the conversation turn the wrong way, they almost told me that I damage the cell myself ( these cell have 1 wire that connect to the controller ) and they said that I had to call the manufacturer ( which is Calimar Pool Supply ) for that problem, which I did and after many emails and a trip to a pool company to have them test my water they finally agree to replace the cell.At that point everything was pretty good, but the next day I receive another invoice for the same amount for the cell that they will send to replace the damage one and that really upset me, plus I had no tracking number for it, I contacted ******* about the invoice and they said that I will not be charge but I have an invoice on hand about it At that point I told them that I want to return the damage cell and get a refung and everything went bad I have tried to contact them twice for them to send me a return label and to get my money back but they do not answer the emails, they are just Hiding This complain is for Active pool supply and the company thet supply them the cell Calimar Pool supply

  • Initial Complaint

    Date:05/24/2023

    Type:Product 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.
    Purchased this replacement cell because they had become very hard to come by and the old cell was due to fail. Old cell did not fail until late August, so new cell was not installed. Opened pool first of May and installed brand new cell. Cell failed to operate, unable to accurately read salt level. Got independent chemistry reading confirming cell is defective. Emailed company who's response was basically "so sorry you are out $350"; next up... Product is supposedly warranted for 3 years?

    Would like a refund or replacement for this factory defective product

    Business Response

    Date: 05/25/2023

    Sorry to hear about your experience.  Someone will be reaching out to you today to resolve this matter.  Thank you for the opportunity.

  • Initial Complaint

    Date:07/29/2022

    Type:Service or Repair 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.
    Order Date: 7/24/2022 5:52:01 PM
    Order Number: 6046976
    Product: #3068 A.O. ***** Motor Capacitor 161/192 MFD | 610807-002 $26.06 1 $26.06
    I received a package on 7/27/2022 containing a JARD Pn 11914 motor starter instead of the AO ***** product. the Jard product sells for less that $9 on sites and Mars calls the JARD 11914 as "Low Cost alternative". It is not the quality of the AO ***** that was ordered.
    I have sent 2 emails asking for a response and attempted to use the return product portal which didn't recognize my order number. I attempted 5 calls to the listed number. Twice the phone call was picked up but then hung up immediately. The other 3 the phone range with no answer. The vendor should send a prepaid return label and supply the order part. If they don't have the AO ***** I should receive a refund. I should not have to pay any postage as postage will be as much as this capacitor is worth.
    Regards
    Ronald Lee

    Business Response

    Date: 08/08/2022

    We have had no issues with this Motor Capacitor and stand behind it's quality.  In any event, a full refund has been processed for the order.  You can keep or discard product.  Thank you for the opportunity.

    Customer Answer

    Date: 08/10/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 17***915, and find that this resolution is satisfactory to me.  Thank you or your help in this matter.
    Regards
    ***

Active Pool Supply is NOT a BBB Accredited Business.

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