Swimming Pools
Pool Store and MoreHeadquarters
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Complaints
This profile includes complaints for Pool Store and More's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 32 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/09/2023
Type:Order IssuesStatus:UnansweredMore 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 amount of $20,625.00 was paid to POOLS AND MORE / IMG DISTRIBUTERS **** in May 2022 for the purchase of a pool. It has now been almost one year later and I never received the pool. I have attempted to contact this company repeatedly during the past 6 months and have not received a response to see if I can receive a refund since a pool was never sent to me. This company is an online scam and should be investigated as an online scam in order to face criminal charges. My hope is to find other consumers who had similar experiences to file a class-action lawsuit for damages.Customer Answer
Date: 04/03/2023
Better Business Bureau:
At this time, I have not been contacted by Pool Store and More regarding complaint ID ********. I have not received the pool components including the liner, mineralizer, and filter. My requests for information has gone ignored regarding these items.
Sincerely,
*****************************Initial Complaint
Date:03/06/2023
Type:Delivery IssuesStatus:UnansweredMore 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.
We have called and ordered the pool in April 2022, spoken to ************************ and a sales person from CA. Reached out to the sales person multiple times I was always told the pool was in process and that there are delays but that I will get my pool. We were very patient and were constantly told that there were delays. We have never received the pool and it is 03/04/23 I have multiple messages on my phone asking ************************ to reach out and settle this matter, which he never reached out or returned my money. No money and no pool! I was threatened by the sales person not to go and report this business and that they will return my money which they have never done. We have ordered the pool on around 04/11/22 from Pool Store and More we even went asking the bank for charge back and that was unsuccessful. Now when I try calling Pool Store and More the voice mail is full, or no body returns calls. We have paid $15,501 and at this point I would like my money back. And I really hope whoever reads this now will not have to deal with this. I have bank statements, texts and confirmation email.Customer Answer
Date: 03/31/2023
Better Business Bureau:
At this time, I have not been contacted by Pool Store and More regarding complaint ID ********.
Sincerely,
*********************************Initial Complaint
Date:02/13/2023
Type:Product IssuesStatus:UnansweredMore 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 pool worth $20K, $5K Deposited and then paid the rest back in September 2022. They never called me that it was delayed. I had asked what was going on.Then they said, that they cancelled their bank account and cannot get the cash after three months. After three months, they still didn't call and then they said they will delivering the pool next week.It's now February, they have not returned any call. I have been talking to **** and *****. ***** said he is the rep for **********.Initial Complaint
Date:01/20/2023
Type:Product IssuesStatus:UnansweredMore 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 a 41x37x16 T shaped Pool Kit back at the end of February 2022 for $15,900, paid in full. Was told it would be delivered in 6-8 weeks. After being told multiple times my kit would be delivered in three weeks once at the 8th week **** another at the 11th week **** and again at the 14th week ****. Then at 18 weeks I asked for a refund and was told they couldn't give me one because my pool had already started to be manufactured and the pool would be delivered in 4 weeks. At ************************************************************************************************************************************** a few weeks, which I was told 5 weeks prior they had started manufacturing the pool already. At week 26 I requested a refund and at week 29 I was told my refund would be issued within a couple of weeks. Now they have been ignoring my calls or come up with one reason after another for them not sending my refund yet. Here we sit around 47 weeks after the purchase with no kit nor refund. The owner *************************** will not answer my call or text. Pool Store and More phone # ************. Owner *************************** phone # ************Initial Complaint
Date:01/20/2023
Type:Product IssuesStatus:UnansweredMore 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.
On 1/15/21 we ordered a pool pkg a ************* (owner/salesman) $1,500.00 deposit. Due to *********** Said) we did not receive shipment( after many, many calls) until 12/2/21. Upon shipment we were told to check products shipped and review invoice and then send the balance payment by check over the phone. I called Rich before to clarify that invoice showed that our mineralizer, wedding cake step, t-115 ******** heat pump and Deep end ladder HD was shown lower on the invoice , but was not in the shipment. He explained they were coming from another facility and would ship the first week of January. He then explained how to send my check( for $9454.00) via phone and that I would have to pay that in full that day for the shipping co. To release the available pool parts to us. After no further shipment came in early January I began calling ********************( another salesman), and ********( the office employee who had finally gotten the results of our first shipment.) ***** had told me by phone that if my products werent readily available I could ask for a refund. I asked for that ASAP. **** called and said he could send the mineralizer that day and would get the rest settled the next week.I recieved the mineralizer soon after, but no refund. On 7/11/22 I emailed a copy of my invoice and checked to them as requested by **** and ******** who confirmed receipt. On 8/19/22 I spoke with **** who asked me to text him a reminder as he was not at his desk.on 8/22/22 I had again spoke with **** and ******** multiple time and I re-emailed the requested Invoice. On 9/26/22 I spoke with **** who saidI thought the refund had been sent and that he would call me right back. He has not returned or accepted any calls since then. ******** has answered once and said she has and would talk with **** again.Now when I call I am told to leave VM , but there is no room in Thier mailboxes. This company owes us$4,503.00. Please help me with this I dontknow how to include photo of invoice in this.Initial Complaint
Date:12/28/2022
Type:Service or Repair IssuesStatus: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 ordered an inground pool kit from this company around September 27 of this year. They required me to pay the $5,000 deposit through check/money transfer. After weeks and months of trying to find out what was going on with my order and getting an update on it, I was finally contacted by one of the employees. He said that my $5000 was tied up in their bank account because another customer had bounced a check. He said the bank would not release my money for 60 days or I could try to get it the money back from my bank which, of course wasnt possible. He said once the money was released, I could either continue with the purchase or they would refund my deposit. Since then, I have heard of more than a couple people having issues with his company not producing products but keeping peoples money. I know of at least one other person who has submitted with the Better Business Bureau and contacted attorney generals in the states in which they operate with no resolution to getting his nearly $20,000 back. I have attempted many times to get **** at this company to contact me about getting my money back and he refuses to do so. His phone always goes to voicemail which is always full. I have texted him many times including every day since December 19 with no response. Ive done all this along with multiple phone calls and emails to their website. At this point, I believe this company has no intention of giving me my $5000 back and I need help getting resolution.Customer Answer
Date: 12/28/2022
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 and the matter has been resolved.this isnt exactly true. The matter isnt completely resolved but I did finally hear back from the business after telling them I had filed with the Better Business Bureau. They assured me there is a resolution coming in the form of paperwork I need to sign. If possible we can put the complaint on hold for now or I can cancel it and re-open it later if needed
Sincerely,
***************************
Initial Complaint
Date:12/06/2022
Type:Product IssuesStatus:UnansweredMore 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 poolstoreandmore from their website about purchasing a pool. Have given them ********* and have not received a pool. No one will return my calls and the number on their website is not a working number. I am so upset and do not know what to do and hope this company does not get away with stealing other peoples hard earned money. Please help me. Thank you I do have a receipt and a bank statement to show where they took the money out of my account.Initial Complaint
Date:11/07/2022
Type:Service or Repair IssuesStatus:UnansweredMore 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 pool from pools and more / img distributors. Was informed it would be 3 to 8 week lead time. A $2000 deposit was made on 5/24/2022. Was contacted on 6/3/2022 that my pool was in final production, to pay the balance, so it could be shipped. On 6/6/2022 I sent the balance of $10550. As of today 11/7/2022, still no pool and seller stopped communicating with me on 8/8/2022!Customer Answer
Date: 12/03/2022
Better Business Bureau:
At this time, I have not been contacted by Pool Store and More regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
Date:10/13/2022
Type:Order IssuesStatus:UnansweredMore 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 deposit of $5,000 on4/14/22 to Poolstoreandmore for a fiberglass pool. I have not received a pool or my deposit back. They refuse to answer the phone, return phone messages or reply by email.Customer Answer
Date: 11/07/2022
Better Business Bureau:
At this time, I have not been contacted by Pool Store and More regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
Date:09/22/2022
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Date of Transation: 5/02/2022 Items ( see invoice attached for additional details)1. 4 x 16 Connect a deck kit ******** 2. drop in pool, step that connects to deck...ships separetly $479.00 Total: $2278.99 Problem:Connect a deck Kit: ( Recieved with instructions and materials/hardware. Does not contain correct lumber to build and install properly ( according to *********** who I asked for an install price.They stated I would have to buy addtional lumber of different lengths to properly build this deck. Problem: Drop in pool step: I Never received this item.
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