Complaints

This profile includes complaints for E-Z Test Pool Supplies Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  E-Z Test Pool Supplies Inc.

  26 Main St Plaistow, NH 03865-3039

  
• 

  E-Z Test Pool Supplies

  213 Main St North Reading, MA 01864-3104

  
• 

  E-Z Test Pool Supplies Inc.

  22 Manchester Rd Unit 5 Derry, NH 03038-3055

  

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:12/02/2024

  Type:Sales and Advertising 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.

  At 8:19AM on 11/29/24, EZ ********** Supply had this Hayward 400k BTU Propane Pool heater listed on their website showing 15 in stock at a price of $1499. I made a purchase at 8:19 AM and paid a total of $1588.94 including tax. At 10:12AM I received an email stating it was out of stock and my order was being cancelled. I immediately viewed this item on their website again, and it was showing still in stock (Screenshots attached), with the price increased to $3999. I again reviewed their website at 1:32PM, and it still showed in stock with another increased price to $4,199. This is not a out of stock situation. It is a situation where the company decided they did not want to honor the price that they had listed and sold me this unit for. This company also obtained my credit card information, as well as all of my personal information such as name, address, email address, phone number, etc.

  Business Response

  Date: 12/03/2024

  Hello *** ******,

  I'd like to address several of your concerns. We are an authorized Hayward dealer and are bound by ********* heavily regulated MAP policies. ******* recently initiated a MAP policy update (new minimum advertised price) for most of their products. There was a typo when updating the pricing for this product, which explains why you saw the incorrect price and then the price was updated several times. We must remain in compliance with these prices to sell their products. 

  We do not store or retain credit card information, and we do not have nor will we ever see your credit card number. Our payment processor and payment gateway are among the leaders in e-commerce in terms of safety and reliability. We take fraud very seriously, and you have no reason to believe that your billing information would be compromised. We go through extensive PCI compliance audits to ensure that we are operating our billing to the highest standards. We are fully PCI compliant. Additionally, per your request, we have removed your account and removed your information from our email marketing.

  Upon checking out on our website, there is a checkbox that must be checked to proceed with the checkout. That is signifying that you agree to the terms and conditions of our website. In that agreement, there is information stating that we strive to provide accurate information, however, we cannot guarantee that all information will be error-free. When you agreed to this, you were acknowledging this agreement. Right above the "Place Your Order" button, there is a section, "Terms and Conditions" with the checkbox and the text, "Yes, I agree with the terms and conditions". The terms and conditions are linked here for your convenience as well as in the footer of all the website pages. Here is the link again for your reference: *********************************************************

  With the above information in mind, we are not permitted by the manufacturer, *******, to sell this product below the MAP policy. At your request, we removed your personal information, and we assure you that we never collected, stored, or retained your billing information.

  With regards,
  The EZ Pool & Spa Supply Team

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22618711
  
  I do not accept the business's response as a resolution to my complaint because: This is a case of false advertising and not honoring a sale price that they had listed and completed the transaction on.  This business is claiming that the terms state that they are not responsible for running their business accurately and ethically, so they can post misleading information, obtain customers credit card and non-public personal information, charge the customer immediately, and then take days to refund the customer when they cancel the order.  The business is rejecting that they have any responsibility to run their business honestly and ethically.  When my order was cancelled, I received communication that it was because the unit was out of stock, which was a total lie.  They were not out of stock.  When I called them out on that lie, they just disconnected the chat and would not respond further.  They just didn't want to honor the price they had listed and sold the product for.  The response says they are PCI compliant, and that I have no reason to be concerned about my credit card and non-public personal information.  I disagree with that statement, because I have received 5 notices from other PCI compliant businesses about breaches that leaked my information in the past 4 months.  The business keeps stating that they do not keep credit card information.  I don't disagree with that, but their processor does, and I want my information deleted/removed, and I want PROOF in writing that it was completely destroyed from within these systems.  Sometimes there is a cost of doing business to do the right thing when you make a mistake.  This business had two options.  1) Honor the price they sold me the unit for.  2) Cancel the transaction, lie to me about the reason they cancelled, and then do the song and dance about how they tell people that they won't be liable for their mistakes.  It seems they have chosen to take the path of option 2.  If they stand by that decision, then I will stand by my decision to continue to post reviews, including the proof and screenshots I have regarding this transaction, and continue to post these reviews online and in social media to alert other potential customers of their deceptive sales practices.  I will also ensure this is escalated to *******, so they understand this situation and are aware of this seller's accuracy in selling their products.
  
  Regards,

  
  ***** ******

  Business Response

  Date: 12/05/2024

  Mr. ******,

  The issue at hand involves a Hayward 400k BTU Propane Pool Heater that was listed on our website with an incorrect price due to a typo. This was an unintentional error and not an instance of false advertising. Our business has always been guided by ethics and integrity, and we take all necessary steps to ensure the accuracy of our listings, however, we are humans and typos are inevitable.
  
  When you placed your order on November 29, 2024, the incorrect price was still displayed. However, we corrected this error within one hour of the typo occurring. Unfortunately, this correction occurred after your order was submitted. We understand the frustration this caused, but it was not a deliberate attempt to mislead or deceive as you have claimed.
  
  We must clarify that the price was not a sale price, but rather a result of a typographical error. Our terms of service (*********************************************************) do acknowledge that occasional typos or misinformation may occur, and we take immediate action to correct such errors. We are not using our terms of service to falsely publish incorrect pricing. The terms and service are stating that from time to time, there may be a typo or mis-information and that by using our site, you acknowledge this.
  
  Regarding your concerns about credit card and personal information, we want to assure you again that we adhere strictly to *** Compliance standards. We do not collect or store your billing information. Instead, your credit card details are securely passed to a trusted third-party credit card processor via a secure gateway to be processed in real time, a standard practice among reputable online retailers.
  
  We have disabled all features and settings related to storing customer card information to reduce the impact to our customers in the event of a data breach. Nobody within our company has access to your credit card details, and we never will. For more information on *** Compliance, you can review the *** Security Standards at ***********************************;(***********************************************). We understand that you may have experienced data breaches with other companies, however, that is not a reflection on our business.
  
  Your card was refunded on November 29, 2024. As with all credit card processors and banks, refunds can take 2-5 days to post to your account. If you have not received the refund, we recommend contacting your financial institution to resolve this issue.
  
  We acknowledge that our communication regarding the cancellation of your order may have been unclear. Despite the agent's patience and accommodation, you became rude and threatening. Our agents do not deserve to be treated this way, and we support the decision to disengage from the conversation. We support his decision to disengage after the rudeness you exhibited.
  
  We have removed your personal information from our systems as requested, and we have provided validation of this action multiple times, including in this response and our previous response.
  
  You do not dictate how our business is run and what options we have. If you cannot accept that the price was a typo, you should not have agreed to the Terms and Conditions before checking out. You chose to engage in business with us and you are being very unreasonable. We are under no obligation to honor this order and we reserve the right to not engage in business with anyone, regardless of the reason. 
  
  It is important to note that we are bound by the Minimum Advertised Price (MAP) policy for Hayward products. We are not permitted to sell these products below the specified MAP price. When you contact *******, they will confirm this policy and they will reiterate that the heater is not permitted to be sold below MAP price. 
  
  We understand your frustration but must emphasize that our actions were not intentional or deceptive. We operate our business with integrity and take all necessary steps to correct typographical errors and uphold a high standard of data security.
  
  Your threat to continue to slander our business online has been noted and we will retain this claim for our legal team. 

   

  Regards,
  The EZ Pool & Spa Supply Team

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22618711
  
  I do not accept the business's response as a resolution to my complaint because of dishonest and unethical sales practices.  There were and continue to be blatant lies from this company.  Some of these I will address within this ***ly.

  I personally don't care if it was an unintentional or intentional instance of false advertising.  You had it listed for a price that you would not honor.  That is false advertising regardless of cause.  A business guided by ethics and integrity would own their mistake, honor the sales made, fix the issue afterwards, and address the cause to ensure it didn't happen in the future.

  I understand how the "terms of service" language works.  It is your "get off the hook" language that covers you in cases where you decide not to honor a sales price you advertised weather it is a mistake or intentional to obtain customer information.  You did all of the above.

  I am also very familiar with PCI Compliance standards.  You do have a third-party processor that does obtain this information. You are right that this is a standard practice upon retailers (some ***utable and some crooked).  It was also the practice of 4 other ***utable companies, that processed my information, and I have received breach notification on in the past few months.  ************ is no different when it comes to the risk of a data breach.

  As far as the refund, why should I have to wait for a week for a refund for something like this???? You can sure charge the card immediately, but then tell me you are holding my money for up to a week or more before refunding?  I guess that is a business plan.  If you do that enough, that could be a cash flow boost!

  I want to point out once again that on the notice I received via email, as well as the chat communication I had with your customer service ***resentative on the day this order was cancelled, I was flat out lied to.  I was clearly told multiple times that the order was cancelled because it was not in stock.  That was a blatant lie.  If you want to say how honest and ethical your company is, then you need to start with honesty on your end, and not flat out lie to your customers.

  You stated that I became rude and threatening, which is absolutely not correct.  If me calling them out on lying to me about it being out of stock, when I could clearly see it was still in stock at a higher price is rude, then maybe it was.  I think your company and ***resentative flat lying to me was rude.  I also think your dishonest and unethical company holding this amount of my money for a week is threatening to me and my family.

  You say your removed all of my personal information, but you expect me to just take your word on it.  Based on everything else that has happened, I don't. 

  You claim I am unreasonable, but from where I sit, I think you are being unreasonable, unethical, fraudulent, and dishonest.

  You stated that I made a threat to continue to slander your business online.  This was not a threat, but a promise on my right to post an honest review of your company and business practices based on my experience with your company. I think you should look up the definition of "Slander" before you make that accusation.  I would not make any false spoken statement.  Definition of slander is, "the action or crime of making a false spoken statement damaging to a person's ***utation.", of which I would not do.  Everything I post about your company and business practices will be honest with backup to prove it.  This includes chat log of your *** telling me my order was cancelled because it was out of stock, screenshot of website showing still in stock with dates and time, as well as your responses here showing that was a lie.

  It is very clear that your company is in no way going to make this right, and that is understood.  I will in no way ever do any business with your company again, so no problem there.  I will post my honest reviews everywhere possible to ensure others know of the dishonest and unethical business practices of your company, the dishonesty of your employees, and the risks of dealing with your company.

  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:11/18/2024

  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.

  TERRIBLE customer service. On 11/08/2024 order # ****** was placed for the quantity of 1 Century 3hp pump motor #B2844 for the billed amount of $521.09. We ordered and paid for this pool pump motor and the amount was charged to our card. It was damaged by ***** in transit (NOT EZ fault) and NOT delivered to me. I called EZ and asked them to send me replacement. **** (who defines the opposite of customer service) said the only way that I can get a new one is to place a new order and pay for the new one as well. I said we already paid for one and do not have it. He said he was the highest authority there and could not help me until they get paid from *****. I asked why should you get paid from *****? Technically, it is our motor since we ordered it and paid for it, so the refund needs to come to us. He said EZ gets the refund. I told him to send us a replacement and then they can work with ***** to resolve the claim (this is what any reputable company would do). They already have our $521.09, So they will get double paid, and we still get no motor. This is terrible and not right i told ****. He said he can't help me anymore then HUNG up on me.!!!!!! We want an immediate refund and will take our business to another deserving company.

  Business Response

  Date: 11/19/2024

  Hi ****,
  
  Thank you for bringing your concerns to our attention. We were able to look at the details of your order and have summarized them here.
  
  On 11/13/24, tracking showed that the order was damaged in shipment and we reached out to our distributor. Our distributor informed us that they will inspect and make a claim of the damage when the motor is back to them. On 11/15/24 you spoke to **** in our customer service department who let you know that we would not be refunding your money while we work with ***** on the damage claim for a refund. On 11/19/24 we emailed our distributor again to see if the motor had arrived back to their warehouse and to see if they had a case number yet for the ***** damage claim.
  
  Regarding Bills professionalism: He remained cordial throughout your phone call. He did however, communicate to you that he would be terminating the call because you had stated that you were not hanging up the phone until you received a refund. You then proceeded to speak negatively about the business and **** himself. Despite this, **** ***** wished you a good day before terminating the call.
  While we certainly understand your concerns as our customer, a damage claim has in fact been filed with *****, you had no shipping protection, and the distributors warehouse will not ship a $498 motor without a new order from the customer while we work with ***** to refund you money.
  
  We have included a copy of our Damage Policy which is also published on our website. This policy is very clear and applies directly to what is going on with your pump motor.
  
  Again, thank you for bringing these concerns to our attention. We will be in contact as soon as there is further resolution on your claim.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22566231
  
  I do not accept the business's response as a resolution to my complaint because: 

  there was no resolution presented. The company is waiting to receive money from ***** for the damage caused in shipping and yet the company has my full payment that they have already charged my card. Why am I being charged for a product that I did not receive and why am I being faulted for the damage? They need to refund my full purchased amount and settled their claim between themselves and ****** or they need to transfer the claim over to me and let me get the refund from FedEx.
  as far as their response on Bills professionalism, they say that **** wished me a good day before he terminated the call. That is a hilarious response to even say if you wish someone a good day and then hang up on them, then thats not bad customer service?

  Just refund my money that was charged for a product that I did not receive, and we can both move on about our day.

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

  Business Response

  Date: 11/21/2024

  Hello,

  As of 2pm this afternoon, we did receive the credit from our distributor and your refund was issued today.

  Thank you

  Customer Answer

  Date: 11/24/2024

   
  Complaint: 22566231
  
  I do not accept the business's response as a resolution to my complaint because: 

  Due to the documented overly negative experience, I have no faith that this company will actually follow through. Therefore at THIS time, I can not accept and close this issue until I can confidently document that the refund has been deposited in full to our account.

  Once, and if, that confirmation is made by the banking institution, I will accept closure of this issue, and will thank the BBB for its support to protect consumers by holding sellers accountable.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/03/2024

  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 contacted them to return a controller kit, I sent pictures of the items as they were never used and one was never opened, they approved the return by my pictures as they could see they were undamaged . I did exactly like the policy stated. They said when they received the items they weren't in the original packaging and 2 of them were scratched. they sent me pictures and only 1 photo showed 1 item scratched which none were when i sent them back. and when I received the items back there is only 1 item now with scratches. they have refused to let me return the 2 items that are NOT damaged. I dont know what else to do. I have phots from when i first request to send them back and photos from when they returned them to me that show no damage scratches to 2 of them

  Business Response

  Date: 07/15/2024

  Hello,

  Per our Shipping, Returns, and Warranty policies (*************************************************************), "All items must be in original packaging and in original condition. Partly used or opened products can only be returned if deemed defective by the manufacturer." The item was denied by the warehouse because of the item condition. Please see the correspondence history below. 

  6/12/24: Customer wants to return, did not need, requesting pics.

   6/14/24: We sent customer's pics to warehouse requesting RGA.

  RGA#: 62256421
  Return to:
  BSP
  Attn:  RGA Dept.
  *********************
  Hauppauge, ** 11788

  6/14/24: Sent customer return instructions.

  6/26/24: Warehouse denied refund (not in original box no protection item is scratched). Reached out to customer sent warehouse return label to customer removing tag.

  6/27/24: Spoke with customer. She may try to return one item that is new unused in original package said we would give it a shot with warehouse to send pics.

  7/02/24: Chat Request: Customer wants to return this part again. Explained our warehouse already denied this return. Recommended the customer file a damage claim with the mail carrier because of damage.

  There is nothing more that we can do for this order. The original return reason was buyer's remorse (customer did not need). We have suggested that the customer files a claim with the carrier. For your reference, our return policy is below.

   

  30-Day Return Policy
  EZ Pool & Spa Supply accepts returns within 30 days from the purchase date. All items must be in original packaging and in original condition. Partly used or opened products can only be returned if deemed defective by the manufacturer. The customer is responsible for any return shipping fees.
  Important: Please do not write on the packaging the product came in. If the manufacturer's packaging is marked up or missing it may make the product non-refundable, as it would not be considered in new or like new condition. Please ship back in another box, or wrap the original box in shipping paper.
  

  Restocking Fees
  Orders with a purchase price of $100 or greater are subject to a 20% restocking fee. Certain conditions apply. Please call for additional information, **************.
  

  To ensure a hassle-free refund process, please make sure of the following before requesting a return:
  The item is in its original packaging and returned in the original, or acceptable, box/mailer.
   The item was not assembled, installed, or used.
   The product will be returned with all of its parts and manuals.
   All parts/components are not used (do not return parts from a previously purchased item).
   The product has not been registered with the manufacturer.
   The manufacturer's packaging does not contain any sort of markup including writing, stickers, or labels.

  
  Exceptions
   The following products are not eligible for returns:
   Liquid or Granular Chemicals
   Salt Cells (unless deemed defective by the manufacturer)
   Pool or Spa Heaters (unless deemed defective by the manufacturer)
   Heat Exchangers (unless deemed defective by the manufacturer)
   Heat Pumps (unless deemed defective by the manufacturer)
   Pool Covers (unless deemed defective by the manufacturer)
   Slides (unless deemed defective by the manufacturer)
   Cleaner Vacuums / Robots (unless deemed defective by the manufacturer)
   Pump & ************** (unless deemed defective by the manufacturer)
   Railings / Stairs (unless deemed defective by the manufacturer)
   Liners (unless deemed defective by the manufacturer)
   Above Ground Swimming Pool Kits (unless deemed defective by the manufacturer)
   Light Bulbs
  
  Return Process
  The fastest way to initiate a return request is through your account. Log into your account and click the "Returns" link. You may also call us during our normal business hours to discuss the returns process.

  The customer agreed to the terms at checkout and also declined the Extend Shipping Protection and the Extend Product Protection Plan.

   

  Regards,
  EZ Pool & Spa Supply

• Initial Complaint

  Date:05/22/2023

  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.

  I order a Hayward ORP probe from this business. Upon arrival, it was defective and did not work. The seller has a 30 day return policy listed on their website that promises that the consumer can return this item within 30 days. There is no exclusion for this item.
  
  However, I contacted them to start the return process, and after two weeks of going back and forth with them, they claim it is not returnable.

  Business Response

  Date: 05/22/2023

  Hello ***********,

  We appreciate your business and wanted to address your concern.

  All defective items that are purchased through EZ Pool & Spa Supply would be subject to manufacturer’s warranties. We do not accept returns on used/damaged items. A proper course of action is to take this up
  with the manufacturer regarding their product warranty. We are only the retailer in this scenario.

  Thank you

  The Team at EZ Pool & Spa Supply

• Initial Complaint

  Date:08/04/2022

  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 placed a order for a pool filtration system on July 18th it took about a week and a half for the item to finally arrive the item came in perfect shape that the box was not damaged once I opened a package there was a hairline crack on one of the fittings it was shooting out water once it was connected got in contact with this company asking them to do a return and I have been fighting with them up until this day to get my refund or have them pick up the item and refund me my money they told me that I need to send it back I have to pay for the shipping myself and I think that is outrageous I called UPS and FedEx just to ship this item back it was going to cost me $300 to $350 the item originally costed $600 $98.97 I am not willing to pay that because they send me an item that is defective now they're trying to tell me that they are trying to work something out to have the item returned but they need to have upper management look into this and I am done I have given him plenty of time to get this resolved I will never use this company again in the past when I have ordered pool supply stuff or I have ordered a pump and I had a problem with any of those things from different companies that issue that resolved within a couple of days I was sent her Exchange but not from these folks also would like to make the Better Business Bureau aware that other customers don't want to run into the same problem that I am facing with these folks right now I have send them over 25 messages and call them numerous times and it's just back and forth give us a couple of days give us a couple of days give us an everyday we're trying to figure something out and it's just never ending thank you ******

  Business Response

  Date: 08/08/2022

  Upon completing a purchase on our website, you agreed to
  the terms found on our website. Our policies state that refunds will be
  processed once the item is received. We have done everything we possibly could to
  facilitate a carrier for you. Once the item has been returned, a refund will be
  issued. That is all we’re waiting for.
  
  Our customer service team has been very kind and
  accommodating through this. It would be appreciated if you refrained from being
  so aggressive towards them. We’re awaiting confirmation of the return shipment.
  When we receive confirmation, your refund will be processed.

  Business Response

  Date: 08/31/2022

  You were issued a refund on 8/12/22. We consider this matter closed.

  Customer Answer

  Date: 08/31/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17670809, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********