Complaints

This profile includes complaints for poolsupplies.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  poolsupplies.com

  574 Main St Tonawanda, NY 14150-3851

  
• 

  poolsupplies.com

  532 Main St Tonawanda, NY 14150-3853

  

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:10/08/2023

  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.

  Ordered a safety cover for out 16x32 pool with center end step, order shows date of 10/02/2023. Order number is *********. Ordered a 16x32 with 4 foot radius corners (not knowing what that meant as a new pool owner). The picture on their website showed a rectangular cover with a center end step, exactly what I needed.
  
  Went to install the cover and noticed it is not a rectangle as the picture on the website shows, the cover has angles cut at every corner (guessing this is what the 4 foot radius corner meant).
  
  Called and spoke to a woman today and explained I ordered off the picture on the website. She pretty much told me tough and I’m stuck with the wrong cover, saying I should know what I have.
  
  I understand part of this but the picture on their website is fully misleading.
  
  I told the lady I can understand a restocking fee or something on that line but she simply said it was my fault and I was stuck.
  
  This cover was $1092.00 with shipping and that is a huge hit to take. I would think a company that has misleading photos (not pictures of what you are actually ordering) would try to help in some way in order to retain customers.
  
  They should also update their website with pictures of what you are ordering.

  

  Business Response

  Date: 10/17/2023

  Refunded in full

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair 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.

  05 02 2023 buffalo blizzard pool cover.10 year warranty.will not crack split or tear.cost109.oo been on pool 1 month.already split and torn.send pictures to them.now they are saying its not cover.under warranty.im talk to them to try get this relsove. to noavail. can you please help me and way. thank you.

  

  Business Response

  Date: 09/07/2023

  Warranty approved as one time courtesy.  Proration cost: 0.00 Shipping cost: 13.94 Handling cost: 5.00 --------------------------- ---Total cost: 18.94Please contact us to place your warranty order.  

  Customer Answer

  Date: 09/08/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ***** ********

• Initial Complaint

  Date:08/01/2023

  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 purchased a 15' x 30' solar pool cover from ********* aka ************.com aka Leisure Living via ****** on April 1, 2023 for $149.96. The cover was placed on my pool in early May, 2023 and began to deteriorate approximately one month later. My initial email to the company expressing concern is dated June 18, 2023. At first the blue bubbles, required for the cover to float, began to deflate. The company told me this was to be expected. Then the blue bubbles began to tear and fall off of the cover. This continues to the present time. Repeated attempts to resolve this issue (by telephone and email) with the manufacturer has brought no result.

  

  Business Response

  Date: 08/15/2023

  we can replace this cover under warranty or issue a refund.  Warranty cost: Proration: $0.00 Shipping: $21.13 Handling: $5.00 ____________________ Total: $26.13 

  Customer Answer

  Date: 08/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Dear Leisure Living, Thank you very much for your offer of a full refund. I appreciate your time and attention to my concern. My mailing address is below: ****** *********
  **** ** ***** ****** *****
  ******* **  *****
  
  Regards, 
  
  ****** *********

  Customer Answer

  Date: 08/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  Dear Leisure Living, Thank you very much for your offer of a full refund. I appreciate your time and attention to my concern. My mailing address is below: ****** *********
  **** ** ***** ****** *****
  ******* **  *****
  
  Regards, 
  
  ****** *********

• Initial Complaint

  Date:07/12/2023

  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 purchased a ********* **** ****** pool cover with a 10 year limited warranty in March of 2022 from. My cover completely deteriorated in under 15 months. Small pieces of plastic are floating in my pool and sections of the cover have completely disintegrated.
  I purchased a solar reel blanket from this company to protect the cover when not is not on the pool, but this did not help to protect the cover from deterioration.
  My pool was completely resurfaces in January of 2022 and I wave been testing the chemical weekly to ensure the water chemistry is properly maintained with chlorine between 3 & 4 ppm. ph 7.5 and Total Alkalinity between 90 & 100 ppm.
  I submitted a warranty claim with pictures and was told it was not covered by the manufacturers warranty.
  If a total disintegration of the plastic is not covered what good is offering a warranty.
  
  The warranty states "This Warranty does not apply to damage to the cover and its bubbles resulting from accident, misuse or abuse of the product
  (including punctures, rips and tears), alteration or modification of the product after your purchase, or chemical damage or
  delamination caused by sun exposure or excessive heat while the cover is off the spa or pool or excessive chlorine exposure."
  
  My cover has not been damaged and has more then just bubble damage. It has been maintained and stored according the Warranty maintenance instructions.

  

  Business Response

  Date: 07/20/2023

  The product is covered under the manufacturer's limited
  warranty. The pro-ration cost of the item is $0.00 and the actual shipping
  charge is $18.79 plus a handling fee of $5.00. This totals up to $23.79 plus
  tax if applicable that you will be responsible for and can be paid for by a
  credit card. Please contact our customer care department at ************** and
  please reference your Customer Record # ******* **** ******* and they will be
  able to process the warranty for you, as your account has been noted. 

  Customer Answer

  Date: 07/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  **** *******

• Initial Complaint

  Date:07/07/2023

  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.

  April 13, 2023: Scott, from ***********.com assured me that the solar heaters would work with my pool and that I could easily do the installation by myself - in hopes of avoiding everything that eventually happened later.
  
  April 17, 2023: Purchased ********* ****** ***** ******* (2) from ************.com for the amount of $546.70 total. Received within an appropriate amount of time.
  
  May 7, 2023: I reached out to customer service with many questions on installation and per DeeAnna, Custom sales customer service lead, the installation steps are as follows:
  Pool skimmer and then outlet > filter > heater > cut existing pvc pipes > install the 2 solar units (somehow) > cut existing pvc pipes again > back to return line > inlet into pool. After hearing this, it was clear that I would need to excavate the current piping configurations that are buried underground below dirt, rock, and a cement pad. I was assured once again, that I could do this installation by myself.
  
  May 23, 2023: After quickly coming to a conclusion that I could not do this, I inquired about returning the items and a refund, and requested pre-paid shipping labels. I was denied the shipping labels. I then called to arrange a ***** pickup (as these are two very large boxes) and as I did not have shipping labels, I could not schedule for a pickup.
  
  May 30, 2023: Borrowed a family members truck, as these two boxes are too big to fit in my SUV, and I went to my nearest ***** store, where it costed me $348.98 to ship these two boxes back to Tonawanda, NY.
  
  June 1, 2023: Items were delivered.
  
  June 14, 2023: Asked for an update where I was told that “items did not come back in saleable condition so a restock fee has been applied. Refund process at $427.98.” I was told that there was “dirt and grass” on them.
  
  July 7, 2023: Seeking payment for $467.70 from Leisure Living

  

  Business Response

  Date: 07/13/2023

  A refund has been issued of $118.72 for the restocking fee. Had we given labels, the cost would have been roughly $148.00. We will issue $100 in store credit to the account as a courtesy. 

  Customer Answer

  Date: 07/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards, ****** ********

• Initial Complaint

  Date:07/01/2023

  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 bought a pool liner for my 24 foot round pool in July 2021 used the pool the rest of that summer. I also used it in the summer of 2022 no problems. This year when I opened my pool I found the liner tore around the intake valve and they don’t want to stand behind their warranty on the liner claiming the intake valve wasn’t put in properly. I want to know why it worked fine for two years without any problems? I want my money back or a replacement liner.

  

  Business Response

  Date: 07/14/2023

  Approving warranty as a courtesy. Please contact us to place the order.  
  **** ********Description: ********** **** ***** ********* ******* ***** **** * ** *****Proration cost: 112.50 Shipping cost: 17.63 Handling cost: 5.00 ------------------------------Total cost: 135.13 

  Customer Answer

  Date: 07/14/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  **** ********
  
  Credit for the different because I went with a different company. I didn’t want to go all summer without a pool.

• Initial Complaint

  Date:06/08/2023

  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.

  No one answers emails or phone to assist. Unable to perform routine maintenance on pool cleaner purchased 4 months ago due to poor or inaccurate owner manual instructions for changing diaphragm. Warrantied for 12 months.

  

  Business Response

  Date: 06/27/2023

  We have issued a full refund to the customer.

• Initial Complaint

  Date:06/02/2023

  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 purchased a liner from this company upon receiving the liner and attempting to install it. I noticed that the liner was defaulted from factory. There was discoloration stretched out and the size was not right. I called to see if they can help me, and they told me that the liner was nonrefundable, that I would have to send pictures to show that the liner was defaulted from manufacture, so I did I sent pictures waited and waited for a response, did not receive a reply back from them. I tried reaching out to them again they told me they did not receive the pictures that sometimes in their system if you send too many pictures at a time they will not receive it to try again sending one at a time which I did. After many emails back-and-forth, they told me that they could not help me, and that the liner was nonrefundable. My biggest thing was that the pool busted because of the liner and almost killed my husband in the process. Now my pool is completely damaged and destroyed. The liner is tore to pieces and they are not doing anything to help me all I really wanted was my money back at this point I will no longer do business with this company, as they have been horrible to deal with, and they have no compassion for their customers or their situations the quality of the liner that I received was horrible I had pictures to prove and still they did not help me. Thank God nothing happened to my husband in the process of this pool completely getting destroyed and collapsing on us the most horrible experience I have ever dealt with.

  

  Business Response

  Date: 06/06/2023

  Information provided by customer has been inconsistent.  We never received photos showing the discoloration and damage to the liner. Customer claims to install pool liners professionally. If the liner seemed to be discolored/damaged upon opening, they should have immediately reached out for replacement. Based on our phone records/notes this seems to be the customer's error purchasing an incorrect liner.  Our response to the customer:  "Thank you for the pictures. We have reviewed the notes on the account and the phone calls we have received. You stated that you purchased a 27 RD pool from a friend who told you it was a 28 RD, upon installing the liner that is when you noticed the liner was too big so you were trying to return it. After looking at the pictures, we believe this to be an installation error with the pool and not the liner as the liner would have been too big.  If you believe your pool to be a 28-round, please provide pictures of the measurement of the pool. As of right now, the liner is not returnable." 

  Customer Answer

  Date: 06/08/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards, 
  
  ******** *****
  
  
  We thought that was the case being the liner was loose around the top edges and we can no longer send pictures or measurements of the pool as we have taken the pool down as it was destroyed in out last email. We did not want the kids playing around all the metal . The guy advertised the pool as 28 and we ordered a 28 liner. When we installed the liner, we thought maybe it was a 27 from the liner not fitting as it should. What else would you like us to do ? We had a problem with the liner from day one after receiving it we tried to correct the issue while it was still new and not filled and you would not help us in any way! We had no choice but to try and use the liner as you would not help us at all! I'm sure the recorded phone conversation shows that ! We had a catastrophic failure from a leaking seam in your liner that caused the ground to wash out from under the liner as we have stated before. The installation of this pool was all but perfect as we have installed numerous new pools for our customers. Clear and compacted sand base with reinforced edges from clay ground. Sincerely, yours, ******** *****

  Customer Answer

  Date: 06/08/2023

  I’m sorry for the misunderstanding. What I was referring to was that we owned a pool business for over seven years and we have installed many above ground pools. We are highly experienced in installing above ground pools and have about seven years of experience doing so. I strongly believe that the set up of the pool we installed was done properly and up to code. This was not a pool for a customer, It was for us. The problem from the very beginning has always been the liner and the poor quality of it. Unfortunately do to this liner we bought from this company we are left without a liner or pool, it was completely  destroyed. This liner was of poor quality from the beginning, we tried to reach out to the company, and they would not help us. 

• Initial Complaint

  Date:05/25/2023

  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 an order for a pool from this company, minutes later I realized that it was only the pool (no pump or steps) and I cancelled the order. I sent an email to the company to confirm I wanted to cancel and did not authorize my card to
  Be charged. A week later the pool arrives via ***** freight and they leave this 529 pound pool in the middle
  Of my driveway. I contacted the company to inquire as to why it was send and was told I did not cancel
  The order and in order to return the pool I woild have to pay shipping charges (over $500) and re-stocking fee. The item should not have ever been sent, and I should not be responsible for shipping or a restocking fee. I am hoping to resolve this issue and the $3400.00 be credited back to my credit card.

  

  Business Response

  Date: 06/05/2023

  BBB spoke with Administration at the business and the following was relayed: We're in the middle of sorting this out.  Our company cannot find any record at all of this customer cancelling the order.  We've searched and cannot find anything.   As per our company policy, we made numerous calls and left messages for her before we shipped to confirm the order with her.  Because the freight size is so large, we always do this.  We never heard back from her.  ********, who the product ships through, has a policy that after a certain amount of time we have to ship the item.  So it was shipped.  She refused delivery and the item is being returned.  Once it is returned, we will process a refund.   

  Customer Answer

  Date: 06/05/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  I wish to receive a full credit back to my card as you can see from the attached documents, both ******* and **** ******* **** ****** was made aware on May 16th (which is also the date of the order) and again on May 19, 2023 PRIOR  to the pool being shipped on May 20, 2023 that I wished to cancel the order.  I am also requesting a sincere apology from ****** in Custom Sales job title Customer Service Lead as she has been very rude to me during this whole process and her customer service is less than par.  
  
  Regards, 
  
  ******* ******

  

  Business Response

  Date: 06/08/2023

  Full refunded has been issued.  

  Customer Answer

  Date: 06/08/2023

  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.  
  
  Regards, 
  
  ******* ******

• Initial Complaint

  Date:03/21/2023

  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.

  Order # ******************** Dated 10/29/2021 for 15x30 Pool Cover $142.35. Warranted for 6 years. Put into service in April 2022, has now begun disintegrating with tears, holes, large patches of bubbles falling off and general appearance of inferior quality. Photos have been forwarded to the vendor and a request orally submitted for a $100. allowance toward a better model. Request was denied and a 10% reduction on a new purchase was offered. Your assistance toward proper corrective action is requested.

  

  Business Response

  Date: 03/30/2023

  This cover can be replaced under warranty. The only amount due will be the shipping and handling. Proration: $0.00Shipping: $18.14Handling: $5.00____________________Total: $23.14Please contact us to place the warranty order. ###-###-####************************