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: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 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, ******** *****ore 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’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.

  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: 06/05/2023

  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.   

  

  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. ###-###-####************************

• Initial Complaint

  Date:03/21/2023

  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.

  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. 
  
  
  Sent response to the business that for the case of warranty replacement the amount of $171 doesn't corresponds, and only the fees for Shipping and Handling applicable. Attached the response sent to the business. Regards, 
  
  ***** ** *****riginal size from 25x45 to the size of 12x8, the business doesn't want to honor the warranty because I can't get a photo of all the little pieces that I had to clean up and throw away.
  As effort of filing the claim, I have provided the photo of what is left and part of it being degraded and breaking, but the business doesn't want to accept of it as is.
  
  To conclude, the business sells a product under deceptive description for higher price that doesn't actually meet such expectation.
  
  As result I am looking for full refund or replacement with same product.
  
  For reference, I attache the order invoice, photo of degrading cover, and the specification of the the longevity of the product.

  

  Business Response

  Date: 03/30/2023

  This cover can be replaced under the warranty. The warranty cost is a prorated amount plus the shipping and handling costs.  Proration: $171.00 Shipping: $28.90 Handling: $5.00 ____________________Total: $204.90 Please contact us to place the warranty order.  **************
  
  ************************ Business hours for Customer Service (EST): Monday - Friday: 9am - 6pm Saturday: 9am - 5:30pm Sunday: Closed 

  

  Business Response

  Date: 04/06/2023

  Our solar cover warranty does state that on a blue **** ****** cover, that the proration will be 45% of the price in the 3rd year. Because this cover was purchased in 2020, the warranty proration of $171.00 does apply. As a courtesy, we can reduce the shipping handling to just our standard $10.95. Making the total $181.95 plus any applicable sales tax.  

• Initial Complaint

  Date:09/28/2022

  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.

  We purchased a ********* swimming pool cover from Poolsupplies.com approximately 14 months ago. We spent extra on the cover to get a longer warranty. The cover comes with a 7 year warranty. The first line of the warranty states that it covers material as well as workmanship. The material is falling apart. I have contacted Poolsupplies.com to begin a warranty claim. I also supplied pictures of the material pieces in the skimmer. Along with pictures of the cover with missing pieces. I was informed that the manufacturer doesn’t cover this type of failure. When the warranty says that it covers material, how could it not be covered? The cover was a little over $200.00. It had a 7 year warranty. It lasted just over a year. I am afraid Poolsupplies.com as well as Sun2solar has lost a customer.

  

  Business Response

  Date: 09/29/2022

  We did offer 25% off a new cover due to the complainants dissatisfaction with this cover. Unfortunately, the damage shown in the photos provided show rips and tears, bubble damage, and possible chemical damage which are not covered under the manufacturers warranty. 
  As a courtesy, we will replace this cover under warranty. 
  

  The only cost will be for shipping and handling. 
  

  Proration: $0.00
  Shipping: $16.79
  Handling: $5.00
  ____________________
  Total: $21.79
  
  Please contact our customer service department to place the order for the new cover under the warranty. 
  Email: ************************
  Phone: **************