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Business Profile

Pool Supplies

Recreational Warehouse
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Recreational Warehouse's headquarters and its corporate-owned locations. To view all corporate locations, see

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Recreational Warehouse has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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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    • Initial Complaint

      Date:12/16/2022

      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.
      I purchased a new salt chlorine generator system from Recreational Warehouse 2 months ago and hired them to install it. 2 weeks later it quit working and I contacted them to report the issue for repairs under warranty. At that point they stated it was not their problem but the factory and they would contact them with a work order for repair. A couple weeks went by with no contact or return calls so I continue the factory and they stated that they never heard of me or my problem but they would create a work order and send out another company to make the necessary repairs. 2 weeks went by and I contacted the repair company (pool Dr) and they stated that they never heard of me or my problem but if they could repair it March would be the earliest. I then contacted Recreational Warehouse again and ask for a complete refund, they are not returning my calls.

      Business Response

      Date: 12/17/2022

      Our General Manager, ***********************, spoke to ********************** yesterday.  A replacement of their salt system is scheduled to occur this Monday 12/19.  The work is scheduled to be performed by the same equipment installation company that ********************** paid to install the original equipment, and this replacement labor will be covered by the Autopilot (manufacturer) warranty at no cost to the customer.

      We have done a poor job of communication with both the manufacturer and the customer, and we apologize for any delay that this has caused.  Autopilot dispatches their authorized service centers to perform warranty repairs and service, on service calls that are initiated by either the **************** or the homeowner.  Although we did generate the service request that should have resulted in completion, we did not follow up to make sure that these were handled properly.  

      *********************** will follow up with ********************** after the replacement has been made to make sure that everything is satisfactory.

      Customer Answer

      Date: 12/19/2022

       
      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,

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

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