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Business Profile

Pool Equipment

Pool Parts To Go

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Equipment.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:07/30/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Heat 2 years ago in spring. Cost was *******. Shortly after installation machine started peeping. Only service was HVAC out east. Smithtown ************. They came and fixed, but issues started again. They were here at least 3 times first summer. Second summer beeping started again, and machine was not turning on unless manually. Again HVAC came at least 3 to 4 times. The machine again was not working correctly.! At this point I decided to purchase a different machine and asked **** ,contact at pools to go to reimburse me for Machine, He had paid repair bills, but said could not reimburse me for Machine, he wanted to send me full panal , which i did not want at this point, as i was not going to rebuild a flawed unit!! So I"m out ******* and requesting my money back on a defective Machine. And had to pay 3300 for a new different brand machine!!I will mail in copy of as many texts I have from **** for confirmation of repairs Thank You

    Business Response

    Date: 08/13/2024

    We were still more than happy to provide continued support as a function of the warranty, even covering warranty labor charges outside of the unit's labor coverage, but the client opted to instead replace the unit entirely at their own expense which is not covered under the conditions of the warranty. As mentioned by the client, this is a 2 year old unit which is well outside of it's return/refund window.

    Customer Answer

    Date: 08/18/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    After 2 years of attempting to fix this pool Heater, I was not offered a new heater, nor would I want this brand. I had to purchase and pay for a different heater , a different brand

    This may be a two year old machine, but i submitted the emails from the onset of having to repair it. Therefore
    I am continuing this complaint for some compensation, as I spent over 2000 on a heater that never worked correctly from the start.

    Thank You
    *********************





     

  • Initial Complaint

    Date:05/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 June 2nd I purchased a black and ****** pool pump heater from them. I recieved the unit on a pallet shrink wrapped to a board on top, no box. I was replacing a heater that was 10 years old, so I replaced all plumbing and valves. (Switching from gas to electric) I noticed water and after some research assumed it was condensation as this was what's expected from a heat pump. After 3 months I closed the pool and made sure no water was inside. Even disconnected all inlet and outlet lines. Opened my pool 2 weeks ago and while filling water in the pool noticed a significant amount of water coming from the heater. When I looked inside I noticed a pvc line was cracked down the seem. I contacted them immediately and the only way was through email. Average email response was 12 hrs or more, sometimes I had to ask for an update. Many questions and pictures sent through showing its not from freezing. After being ghosted I opened another ticket and had the same issue. I spent time on the phone with black and ******, who I thought made ot since it's advertised as their unit. I was told to open the top grate and look at the casing of the exchange and noticed the whole top of the heater exchange was cracked off. After sending pictures to **** they told me it's an act of god??? 15 years of owning a pool heater and this one dies 3 months in? I believe it was broken when I recieved it. Explained the water and how hard it was to keep temperature. They not only stopped returning emails, but they won't forward my issue to a supervisor. Waste of time and effort on my part, along with being out $2000. Plus blue torrent the actual manufacturer put a black and ****** name on a product they don't make. Then sell it under them which is the same company as blue torrent! Don't trust this company.

    Business Response

    Date: 06/06/2024

    Customer was able to secure warranty replacement approval from the manufacturer and we are sending a replacement unit.

  • Initial Complaint

    Date:04/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 heater in April 2000 from Pool Parts To Go and have made several attempts over a 7 day period for support information via email and calling their support number with no response. They still sell the same heater and my request is regarding parts availability but it seems impossible to get them to respond.

    Business Response

    Date: 05/01/2024

    We've responded to all emails from the customer, something on their end such as a spam filter is preventing them from receiving our communications. We've also provided the requested replacement parts which have been delivered as confirmed by the ***** tracking.

  • Initial Complaint

    Date:12/05/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 heat pump as a pool heater from pool start to go on June 23, 2023 for $2567.99. The unit was delivered shortly thereafter. Installed the unit in September 2023.Unit works fine for the first two months. Had the unit on eight days ago to heat up the pool and it shut down after about an hour. No lights on control pan.Contacted all parts to go and explain the situation. They sent a new control board and transform.My contractor replaced the control board and transform. ****** the unit up and control board now headlight sewing and time. Started the unit heat up the pool, and instantly lights for the control panel went out.Have reached back out to pool parts to go for more information and have not heard anything back from them.My heater is been down for over a week and some reason they dont seem to want to contact

Pool Parts To Go is NOT a BBB Accredited Business.

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