Complaints

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:07/09/2025

  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 27 round ************************************ **************. When the package arrived, I matched the numbers and letters on the boxes to the packing list, assuming everything was correct, it was a lot of numbers and letters and multiple different boxes. Unfortunately, we didnt open or inspect the entire product opened out of boxes until installation time, now in summer in northwest **** as the product is a a pool and we did not want to damage anything before installation. When we began installing the pool liner after the wall of the pool was competed it was not working or fitting and according to the instructions it did not appear to be the right size. After sending the company a picture of the box label it discovered to be the wrong size, they told me that themselves. As someone who has never owned an oval pool before, I didnt realize what the sizing labels would look like and thought it was a part number. and to make matters worse, the box didnt indicate it was a liner nor did the liner itself have a size label on it. This resulted in an entire day wasted trying to fit the wrong liner, ultimately damaging the pool wall due to the incorrect shape and tension. When we contacted the company, they acknowledged they had sent the wrong package but since I had signed for the delivery and opened the box, they only offered a "discounted" replacement price of $549, which is not even a discount. And no offer for the damage that happened from the wrong size liner pulling the side of the pool down. Between the poor labeling, the quality of the materials, and the unsatisfactory customer service resolution, this has been a horrible experience. They could at least replace with the correct liner so I could handle the rest.

  Business Response

  Date: 07/10/2025

  We strive to provide our customers with with the best product available. Unfortunately mistakes to happen and if the customer would of inventoried all of the items in their order like we ask them to do in our shipping agreement that they sign then they would have realized that they had the wrong liner before they opened it and tried to install it. If that was the case we would of have had the incorrect liner shipped back and would of shipped the new correct liner at no charge to the customer. We tried to resolve the problem with a heavily discounted price on a new liner for the customer. 

• Initial Complaint

  Date:06/23/2025

  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.

  Bought pool on there website, started putting together got to liner install and was two foot short and looked at box , box even said wrong size for height. Called them they said it's right will stretch. Call a professional pool installer for help, $1500 came out said wrong liner won't work to small can't stretch that much, call them and send you right liner. Lots of calls and run around. Told them my pool is going to get damaged if I don't get a liner to get water in pool wind will blow walls down. And, did bent wall and decided before total loss ordered a liner off Amazon $820 , called installers back $1500 to get it back together and install on 6/20/25. National pools emailed me said they would give me $150 so I could buy a liner locally, I replied 150 where that not even close.

  Business Response

  Date: 06/25/2025

  We apologize that you have had problems installing the liner. We did send you the liner that we sell with this swimming pool and have sold hundreds of these in the past without an issue. Not one other customer has had a problem with the installation of this exact same liner in the exact same pool. The offer of $150.00 is being generous, as you did not receive the incorrect liner, you had an installation problem. It is impossible that it could possibly be 2 feet short.

• Initial Complaint

  Date:06/16/2025

  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 ordered a pool on April 26, 2025. The pool did not arrive in the stated time frame. Twice i reached out via text and email and was responded to with a new date for shipping which also was not met. When i finally got the order the pallet had soaked boxes which i noted before accepting and called in about. The parts list was ruined due to that. I called and talked to someone who went through parts with me and despite part numbers not lining up i was told they were correct. I also did not recieve my liner with pool which i was then told would be shipped the next week. Something i was never made aware of. As i attempted to assemble the pool i realized i was shipped the wrong hardware and pool colors were not accurate with what i ordered. I also realized i was shipped the wrong bands. I called multiple times leaving detailed messages with only one response which was from a lady who promised she would call me back with answers the next day which she did not. I sent multiple emails as well and recieved zero responses at that point. I was given several incorrect items and Pool nation made absolutely no efforts to make things right. Absolutely the worst customer service i have ever received. I paid for the pool and did not receive what i paid for. I ended up having to buy metal and make bands and go out and buy the hardware needed. But they do not care at all. I dont know how a business can be ran like this. I consider it fraudulent. And yes i documented every call, voicemail and email i sent with proof they were ignored. Extremely bad experience.

  Business Response

  Date: 06/27/2025

  The customer received exactly what they ordered. Oval pools do require a bit more effort to install and sometimes it can be confusing. We are here to help in any way we can and have someone to answer the phone at all hours of operation. The customer can also email un at ********************************** We are more then willing to accommodate the customer in any way that we can. 

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  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 April 14, 2025 I bought a pool kit from Pool National USA for $2,459.98, order #****. I noticed that a saltwater generator was being offered but was not included on my order details after I paid. I called and asked if the saltwater generator could be added and was told yes they would add it. I received my order and did not receive the saltwater generator. Once I opened the liner it was obvious that it was of very poor quality and several areas of the seams were not welded together which renders the liner useless. I have called and left multiple messages and have not gotten any response from the company. They need to make things right and call me so we can discuss options.

• Initial Complaint

  Date:05/16/2025

  Type:Sales and Advertising 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 find that this resolution is satisfactory to me upon receipt of the refund for the amount of $1,011.99. If we do not receive a refund within the next 3 business days, I will reopen this complaint with the BBB and contact the *************************. Please note *** WE DO NOT WANT THIS PRODUCT!! DO NOT SHIP IT TO **!!!***
  
  Regards,
  
  ****** ******hat I have disputed the charge with my credit card company. I have yet to hear a response.

  Business Response

  Date: 05/18/2025

  We are writing in response to the complaint filed by the Customer regarding their recent order. We understand the customer's concern regarding the shipping timeframe of their purchase.
  We acknowledge that the customer expected next-day shipping. We want to clarify that the product page for the item in question clearly states an estimated shipping date of June 5th. This shipping timeframe is due to Short supply from the manufacturer.
  We regret that the customer's expectations were not met, and we apologize for any inconvenience or misunderstanding. We strive to provide accurate and transparent information regarding our product availability and shipping timelines on our website.
  To resolve this issue, we will offer the customer a full refund. If the customer does not wish to wait until the estimated shipping date of June 5th, we will process the refund immediately upon their confirmation.
  We value our customers and are committed to ensuring their satisfaction. We are taking steps to improve the clarity of our shipping information to prevent similar situations in the future.
  We believe this resolution is fair and addresses the customer's concerns. We are available to provide any further information or assistance the BBB may require.
  Sincerely,
  The Pool Nation USA Team ************ or ***********************************************************
  

• Initial Complaint

  Date:10/15/2024

  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 22424501, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Jon Dewitt

  Business Response

  Date: 10/15/2024

  We received the customers email this morning and his missing parts are going out via fedex today Tracking number 779272010384. We apologize for the delay but these were parts that were not on hand until recently. They are being sent out today 10/15/2024

• Initial Complaint

  Date:10/10/2024

  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.

  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 can prove that I, in fact, called and followed up with email twice with no response. They have offered to "refund" the pump but provide NO information on how to make that happen. This is a very heavy item that will require specific transport. Clearly, I am going to need further information. They may want to start with an address the send it, as that's not available on the site. . . there is NO information on how to proceed if something doesn't work. 

  Thank you for your help. 

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

  Business Response

  Date: 10/23/2024

  We are so sorry that you have been having an issue with the pump. We went back and looked and can find no record of receiving a call or email from you concerning the pump.

  Please return the pump to us and we will refund your money when we receive the pump.

   

  Business Response

  Date: 10/30/2024

  You may ship the pump back to us at:

  *****************************;

  *****************************

  Once we receive the pump, we will refund your money. 

  Customer Answer

  Date: 10/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this point I have no way to return the pump as I am in ******* for the winter. Due to their inability to respond to calls or email, I am now stuck with a pump that they "claim" they will refund (only providing a mailing address, or any response at all, when BBB requests it - not before) but now I have no way to make that happen. Live and learn - clearly not a company that anyone should be doing business with. 
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 10/31/2024

  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.
  
  At this point I have no way to return the pump as I am in ******* for the winter. Due to their inability to respond to calls or email, I am now stuck with a pump that they "claim" they will refund (only providing a mailing address, or any response at all, when BBB requests it - not before) but now I have no way to make that happen. Live and learn - clearly not a company that anyone should be doing business with. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:08/23/2024

  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.
  
  
  
  The contractors are not confused. I’ve even called the zoning and permit department for my county. The dimensions of this lumber does not meet my county’s code. I ran the plans with my county that had the deck plans (sent to me by Pool Nation USA) and pool plans for my backyard including the oplat of my land. I am not allowed to build the deck with this wood in my backyard because it doesn’t meet my county’s code. I’m not sure how everyone else’s county operates but my HOA will not accept my plans because the county won’t accept it. Lumber is still just sitting because I can’t do anything with it

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

  eir sole discretion. I have no use for the wood they sent me and I've tried communicating with them, however they have not returned any of my emails, nor do they pick up their phone. I would prefer to exchange for wood that I can use to build the deck or request a refund and Home Depot can come get it. It's still strapped together, untouched in the same manner it was dropped off.

  Business Response

  Date: 08/26/2024

  Hello,

  We apologize that you are having problems with your installers. I believe that they are confused. The wood that you received follows all guidelines for temporary building codes. These decks are not considered permanent, as if you were building a deck attached to your home. These decks are considered temporary and we have sold thousands of them without any code complaints over the years.

  We have asked the manufacturer to call you and explain.

  Thank you for your purchase.

  Business Response

  Date: 08/29/2024

  We have had the manufacturer talking to you and to your installer. Your installer asked him to send him a list of the lumber via text message and he would let the manufacturer know what the problem is.;

  As of earlier today, your installer had not responded and will not answer his phone calls.

  Please have your installer work with the manufacturer to get this worked out for you.

  Customer Answer

  Date: 09/02/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the business has reached out to me to refund me my purchase minus 30% for restocking and I find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:08/19/2024

  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 ordered a pool kit from the company. It did not arrive on the schedule date and I sled for a refund.
  The pool did arrive a month late and contained missing and broken parts making the pool kit useless and unable to be installed. I called, emailed and messaged the company a number of times with no response.
  I contested the charge and now the company is threatening to take legal action and take me to court.
  I could not get ahold of them when I had an issue but they can find me when they have one.

  Business Response

  Date: 08/21/2024

  *** *****,

  We are sorry that you have not been happy with your purchase.

  Sometimes customer's expectations are to receive merchandise quickly as if ****** ***** or ******* were delivering, however, with small companies and large merchandise, it can take much longer.

  Our cancellation and return policy are clearly listed on our website for all customers to view.

  If you return the swimming pool intact in the original packaging you will only be charged for the 30% restocking fee, as per our policy.

  You emailed yesterday that you had broken parts and a missing piece.

  We will be happy to send those to you if you tell us what they are and you release the payment from your bank.

• Initial Complaint

  Date:08/09/2024

  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.

  I ordered an 18x33x54 oval resin pool with an upgraded liner and included liner with the purchase, June 2022. Because there are linited pool installation companies in my area and backlogs from COVID, we werent able to have it installed until August of last year. The packaging is large and heavy, I wasnt going to take it all apart until it was set to be installed. Upon taking it apart for install, i was discovered there were no top rails. I reached out to the company and they did send the rails. I received an 18x33x52 sheet metal pool with only 1 liner. Because i was home during the day when it was being installed and the install crew didnt know any better, the pool was actually sheet metal, 18x33x52, so it didn't reach the height of my deck and the sheet metal is cheap, not the 18x33x54 resin salt water pool I ordered and paid almost $4000 for. Also, when looking at the order, it said it was an overlap liner. The liner needed to be replaced already this year and I ordered an overlap liner and coping strips and had to drain the pool to put it in. Upon taking the sides off to install, we discovered it was actually a jhook liner and the overlap liner, though the correct size, did not fit, it was too short. I had to order a j hook liner and because the body of the pool is sheet metal, instead of resin, like I ordered, the sides blew in and the pool is wrecked. Also, the order never included the original liner, as my receipt said it did. When I called POOL NATION USA, the owner, John, the only one who answers and not Amanda, who i discussed at length about the various pools they offer, denied me the liner, saying because I upgraded, I didn't get the original liner, even though I sent him the receipt stating it did. I tried calling several times after that and never received a call back I want a full refund or the actual pool I ordered.

  Business Response

  Date: 08/14/2024

  ****** *********
  *** ********* *********
  
  On 6/14/22 – Ms *********
  placed an order with Pool Nation USA, Order # 1299 for an 18x33x54 Mirage Oval
  Resin Pool. Her Pool package included the Swimming Pool, Skimmer/Return Unit
  and a Standard 2000 Basic Blue Overlap Liner for the cost of $3,699.99. Customers
  are given the option to upgrade the liner that is in the base
  price, Ms. ********* took that option to upgrade to a Heavy Duty  Series 2500 
  printed overlap liner for an additional cost of $175.00, she was not
  buying the liner in addition to the blue liner included, she was upgrading for
  an additional cost  of the
  heavier/printed liner.  
  On 6/21/22 – Her pool
  package shipped via TForce Freight – Tracking # *********, customer was
  provided tracking information.
  When customers place an
  order for Swimming Pools, they receive a copy of their order and a Shipping
  Agreement that must be signed before the order is shipped, I have attached a
  copy of this agreement. We at Pool Nation USA, understand that many customers do
  not necessarily install their pools immediately upon receiving them. Customers
  are instructed to look at their shipment and compare it to the packing list within
  72 hours and notify us  if there is
  anything missing or  any discrepancies in
  their shipment. At that time arrangements can be made to correct any
  discrepancy. It is the customer’s responsibility to inventory the parts of the
  pool against the packing list.
  August 2023 – During their
  pool installation the customer only reached out to  us about the missing rails, which we promptly
  shipped to her.
  August 2024
  As far as her replacing the
  liner already in 2024, she did not purchase the replacement  liner from us, so we have no way of knowing if
  what she purchased elsewhere is compatible with this pool. According to her
  statement  the overlap replacement liner
  she ordered elsewhere did not fit, the height of the wall would make no
  difference  on an overlap liner, they  can fit pool walls up to 54”.  Then she said that it was not an overlap that
  she needed but that she had a Jhook liner and purchased that type of liner. If
  she is saying the pool she received is only a 52” wall and   purchased a JHook liner thinking her pool was
  a 54” wall, if anything she would have had excess liner not  a liner too small. We have no way of knowing
  what liner type and size she purchased as a replacement liner. Her comment that
  the walls collapsed because the walls are sheet metal is not true, Walls on a
  pool will collapse if there is no water in it, when replacing a liner, the pool
  should be drained and the liner installed immediately, we have no input on the  installer at all.  Customers hire their own local installers. If
  the liner is installed improperly or is an incorrect liner or filled too
  quickly this will also cause pool walls to collapse.
  It was not until 2 years
  later that the customer is now indicating that they received a 52” instead of a
  54” pool and they feel that they got a sheet metal pool instead of a Resin
  Pool.    The Mirage Oval Resin Pool is
  made up of  resin upright, resin top seats, and resin seat covers.  The walls are all finished with a Galfan
  finish.  Galfan is a metal-based material that is used in heavy duty
  industries, like the automotive industry.
  Had the customer
  followed the instructions upon receiving their pool and taking inventory of the
  boxes received to the packing list, any discrepancy could have been resolved
  then, once the pool  is installed and
  used for a year, they can’t come back to us indicating that they didn’t receive
  what they ordered.