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:07/31/2023

  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 ordered a part for my pool heater from their website. Upon getting the part I realized I ordered the wrong part. I immediately started the return process. Per their email, I needed to send pictures and answer the questionnaire. I did that. Per their email, they said "I will send this picture to the returns team for approval. Once approved, I will send you the address as well as the Return Authorization Number which will need to be written on a separate piece of paper or label and taped to the box. DO NOT WRITE ON THE BOX, if the box has any writing on the return will denied. Once the item is shipped we will need you to send us the tracking number. Once it has arrived at the warehouse the refund will be issued." I have never received word of approval nor a return authorization number. I have sent 3 emails over the past month asking for status to keep the ball rolling on this return and have heard nothing back. I have now reached out via phone and facebook to see if the company will help me and I haven't heard back from either source. I would like to return this product and receive a refund.

  

  Business Response

  Date: 08/13/2023

  We apologize you did not receive the email on July 28th regarding your return.  We have now re-emailed the RMA so that the product can be returned and you can receive a refund. 

  Thank you.

  

  Business Response

  Date: 08/28/2023

  By all means, you are welcome to do a dispute with your card carrier.  As they open the claim and investigate, they will pair it up with the credit already issued and close the claim. 

  Customer Answer

  Date: 08/28/2023

  
  
  Better Business Bureau:
  
  
  I have received the credit that was due to me on 8/22/23. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:07/17/2023

  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.

  We recently ordered a replacement liner for our pool through Pool Warehouse. It came and as we were installing it we noticed a tear in the back of the stairs where the stair tabs are welded on. Open a warranty claim with them. Took 3 weeks to get an answer. They said they won't cover it because it looks like we cut/dragged/tore it during installation. Spent $3100 for them to no warranty it and not care. Garabge company. Customer service is horrible and more than likely will not return your calls or emails. Stay away.

  

  Business Response

  Date: 07/17/2023

  Please review the photos provided. The warranty for the liner is not held by Pool Warehouse.  The warranty is held by the manufacturer, Hydra Pools.  They are the ones that reviewed the photos.  The warranty on the liner is for their workmanship which is seam failures & bead failures.  This liner had neither of these.  They do not cover installation errors, therefore this is not covered under their warranty.  

  Customer Answer

  Date: 07/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is on a seam. Where the stairs tabs are welded onto the liner, this tear has occurred. The stair tabs during packing/shipping caused this tear in the liner. Installation did not.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 07/18/2023

  The liner is gone through a QC process that requires the seams inspected.  The liner is also fan folded into the box, so the tear would not have happened in packaging or shipping. 

• Initial Complaint

  Date:07/14/2023

  Type:Delivery 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 ordered the above key pad order #172725.
  I immediately realized I ordered the wrong part so I called and emailed Poolwarehouse Support to Cancel my order. I was told on automated response to leave my number and someone would get right back to me. I called again and nobody to talk to, no cancel my order button…nothing. I finally got thru 2 days later and ******* Fr customer support said “ she was sure I would get a refund”…after all box was not opened or touched …and well within 30 days. I filled out refund info. and was told they would be back with shipping information. 2 days later get Email saying “refund denied because the item already shipped”. It’s their fault it was shipped. I tried to Cancel within 5 mins of placing the order. Support didn’t respond for days.

  

  Business Response

  Date: 07/16/2023

  We apologize for the miscommunication.  Please return the unopened product and we will issue a refund.

  Customer Answer

  Date: 07/19/2023

  The business has still not told me where to return the product. What address do I send the product to for address? I emailed their Support and never got any answer.

   

  

  Business Response

  Date: 07/21/2023

  You can return it to Pool Warehouse,

• Initial Complaint

  Date:07/12/2023

  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.

  Poolwarehouse sent the wrong items (ordered pool pump costing over $350 and sent a impeller costing less than $30). Waited over 10 days for replacement that never came. Item arrived 5 days after I purchased elsewhere. Customer service said full I refund would be received in 5 business days. After 5 business days I reached out and was told it was processed the previous evening. 5 more days have passed and the credit has not hit my credit card.

  

  Business Response

  Date: 07/12/2023

  As given to you on July 6, 2023 as well as on the phone call with you on July 7, 2023, the refund confirmation is listed Again below:

  Card Credit
  
  371.20 USD 

  If you have questions as to when it will be on your card, you will need call Amex, and give them the refund transaction ID# provided to you.  We, again, do not have access to your account information with your card. 

  Thank you.

  Customer Answer

  Date: 07/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  since the 27th of June,  not counting the 27th, is 10 days...not 8.  They seem not to understand their own info.  Their email on the 7th states another 5-7 days.  They are playing games with peoples money and is clearly a scam of some sort. 
  

  If they are contending the 27th email, I am formally stating the refund has not be received in the stated 10 days.  

  Please send over their next contention so I can prove them wrong again.

  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 07/13/2023

  This customer is obviously confused.  The screenshot from the email (this is the screenshot from our CRM) as well as the screenshot that THE CUSTOMER provided earlier BOTH state the refund would be processed in 7-10 business days. The Email from the 7th says allow 5-7 days "DEPENDING ON YOUR CARD ISSUER" for the funds to be put back on your account.  That screenshot is also provided. We do not dictate how long a card processor takes to put these refunds back on their cardholders accounts, nor are we going to keep up with that information.  This is why we provided the Transaction ID for the refund so the card hold can find exactly where it is on the card processor's side.  Once it leaves our account, we do not have any further access to the refund information. 

  We are happy to do this simple math to calculate business days for the customer.  

  Tuesday, June 27th is the date we emailed and said the refund would be processed in 7-10 business days from Pool Warehouse.  We will count that as day 1. Wednesday the 28th is day 2, Thursday the 29th is day 3, Friday the 30th is day 4, Monday the 3rd is day 5, Tuesday the 4th is day 6, Wednesday the 5th is day 7, and Thursday, July 6th was day 8.  Again, we said 7-10 business days for the refund to process.   Not counting the 27th, it was only 7 days.  I believe the latest comment from the customer was "since the 27th of June,  not counting the 27th, is 10 days...not 8".  That specific statement would make it 7 days, and not actually 8. Hopefully this clarifies math for the timeframe as business days are actually Monday, Tuesday, Wednesday, Thursday, and Friday.  I believe the customer's additional confusion is they made the assumption that the refund would be back on their card in 7-10 business days.  That timeframe is for the process to issue the refund to the customer card.  Once the refund is issued, again, we don't control that, we send an additional email that says it has been issued, the transaction ID is provided, and please allow 5-7 days for it to seen on the cardholders account.  This avoids impatient customers calling everyday until they see it hit their card. Again, we can't see it once it leaves, so we are not able to provide any additional support. 

  At this point, the cardholder will need to discuss where the refund is in the system with their card company.  Which has also been explained on multiple occasions.

   

   

• Initial Complaint

  Date:07/06/2023

  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 unawarely agreed to being responsible for unloading pool table from delivery truck. This is the dealbreaker, the reason I want to return it.
  
  I even called and left a voicemail about the delivery process the day after I bought it because I still had questions. The same way they could have took the time to return my message is the same way I could have took time to do extensive research about the ends and outs of their company’s policy. Food for thought.
  
  I should have refused it when I saw the one and only delivery person struggling to take it off the truck. I was optimistic and told myself I would get it up to my condo somehow.
  
  After calling some friends to help, I opened one of the boxes to see if I could disassemble the table top piece for better transfer. Since it could not be disassembled, I was unable to transfer into my home. I taped it back up and decided a return is necessary.
  
  I called customer service to see about returns. I explained why I opened 1 of the 2 boxes and that it’s is still in brand new condition.
  
  The Manager of Pool Table Dept said two things to me: because I opened the box and it’s a pool game table, per the return policy I am unable to return. She said I agreed to these terms when I made the purchase by clicking “I agree”.
  
  I told her I would have had a better understanding of the delivery and refund process if they had sent me a copy of what I agreed to like most companies do when purchasing a product such as this. She said the company doesn’t need to send a Terms and Conditions document because it’s available on the company’s website.
  
  What I am arguing for with the return is that it’s in brand new condition and needs to be repackaged and restocked. The worst part is the that the shipping details were sent 3 days after purchase. That alone should qualify my refund.
  
  I am doing my best to be on top of it. I wish they could just pick it up and charge me the restocking fee. Isn’t that a better solution?

  

  Business Response

  Date: 07/21/2023

  We apologize that you are not able to use the table that was purchased.  Before the table is even put into your cart, it clearly states these table are LTL CURBSIDE DELIVERY.  Pictures showing this are attached. 

  Pictures of the box are also attached.  We can not sell this product as a New unit because it has been opened.  We are very upfront and honest with customers. We are sorry you did not fully understand what you are purchasing, but we are not able to return the table. 

  

  Business Response

  Date: 07/21/2023

  Please see attached pictures

• Initial Complaint

  Date:06/21/2023

  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.

  I received a motor for a pool pump on 6/1/23, that I ordered. It does not fit our pump. I have called and emailed several times and still have not received return authorization . $200
  Terrible customer service!!

  

  Business Response

  Date: 07/03/2023

  We apologize that the product you ordered was not what you needed. Return authorization was provided to return the pump. 

  The product will need to be returned before a refund will be issued.

   

  

  Business Response

  Date: 07/05/2023

  The last communication from the customer stated, "I sent it on Friday . I am at work and don’t have tracking number with me. I will send it later". 

  We did not receive anything after that.  Please send over the tracking number so that we can research. 

  Customer Answer

  Date: 07/07/2023

  Tracking from UPS said Bill received it on Monday 6/26/23.  There communication told me that I would receive refund 1-7 days after they received it and I have not.

• Initial Complaint

  Date:06/20/2023

  Type:Delivery 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 ordered a pool from pool warehouse on May 4th. The pool was delivered promptly within a couple weeks except for 2 skimmers and 2 bottom drains. We have worked around those part shortages but now to move forward we need those parts. Multiple attempts to contact anyone from the company have proved fruitless. Multiple emails also with no response. I need someone to respond to my requests and get those parts out to me. It surely doesn't take over a month to ship 2 skimmers and 2 bottom drains. I need some actual customer service!

  

  Business Response

  Date: 06/21/2023

  Hi!  We apologize that the manufacturer was out of stock of the two items at the time the pool kit shipped.  The product did come back in stock, and has been shipped out Via FEDEX GROUND on BOL ************ and shows it was delivered.  Please let us know if there is anything else that we could help with on your pool build. 

  Customer Answer

  Date: 06/21/2023

  
  
  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. But for the future a quick informative update would've prevented all of this. Instead of silence for over 2wks.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:06/14/2023

  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 Royal teak collection Miami side table per order number #154870 on 4/28/23. This package was delivered damaged on May 5 and called to report it on 5/9/23 and talked to ******* C. She sent me an email requesting for photos and I provided them. I waited a month to finally get responses back from *******. She sent me an email on 5/31/23 stating “ We will be processing your refund, Please allow 7-10 business days for the refund process to be completed. I’m waiting to get my refund but then I get another email on 6/8/23 stating that I need to provide more photos. This whole process has been super frustrating and I just want my refund as I told on May 31.

  

  Business Response

  Date: 06/16/2023

  We apologize that there has been some confusion on this order.  We will need the product retuned in order to issue the refund.  We will issue a call tag to get the product back.  Once it is received back, a full refund for the table will be issued. 

   

  Customer Answer

  Date: 07/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  First of all I didn’t want the table and wanted it returned but your employee said since the box came damaged she had to go a different route. Maybe if you would educate your employees better then then can assist a customer properly. Now that you have your product, I still do not have my refund! 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 07/17/2023

  The education should be with the consumer.  If a company was to send out the damaged box, know the box was damaged, would you accept that box as a Class A new product?  Absolutley not!!! Just because the consumer had buyers remorse, does not mean we can take that product back and sell it to someone else.  There is an entire different process for this, and that is why the consumer was informed that there would have to be a different route. Pool Warehouse was not informed that you just didn't want the table.  You stated it was damaged. We reached to the manufacturer who instructed you to OPEN THE BOX and inspect it, but you refused, come to find out, by your own admittance in this last rebuttle, that you did not want it. If you had stated that from the beginning, time and resources could have been saved on both parties. 

  You can also check with Bread financing.  They handle all of the financing your did and the $279.00 financed for this table was refunded back to Bread so you should see it on your financed account. 

• Initial Complaint

  Date:05/23/2023

  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.

  I purchased an above ground pool 11 days ago for $3650. 3 days ago I was called and told that the pool was unavailable. Not sure why it took 8 days to call and tell me that. I actually called the company to answer some questions and ordered with a company representative (****) while on the phone. The company should have known the amount of stock they had when I placed the order. I was also offered an inferior pool when they called me. I wanted an ALL resin pool with the exception of the wall. The pool offered was not the same as I ordered, all resin components. The company does offer another all resin pool but it is a little more than the originally purchased pool. I asked if there would be any deals/compensation for all the troubles I've had. The representative said he would give me some quotes on Monday, May 22nd. Unfortunately, that representative had a death in the family. I called another representative and they said the other representative is the ONLY one in the entire company who could make the deal. And they couldn't do anything for me. I called ,yet another representative who said that **** was his best friend and he would see what he could do to finish the quotes and GUARANTEED that he would contact me before the end of the day today at 6:00pm. We'll, no contact up until 5:50pm when I tried to call him back. No answer and at 6:04 pm, while being on hold, the answering service forced me to leave a voicemail and hang up. What kind of business only has ONE representative to handle issues with customers who, through no fault of their own, are VERY unsatisfied!!! Pools this time of the year go fast with all suppliers. Now I'm losing time and options to get a pool all together due to the NELIGENCE of this company.

  

  Business Response

  Date: 06/13/2023

  We do apologize for the unavailability of the pool that was ordered.  We are not able to predict the influx of orders in a given time span.  We do our best to forecast, but that is not always reflected. **** did have a unexpected death in the family and he had to be out of the office.  We did give a full refund for the order. 

• Initial Complaint

  Date:05/15/2023

  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 Hayward Swimming pool heater for $2,349 Model# HP50HA1 on April 11, 2023.
  
  The heater arrived on April 26, 2023 and we scheduled our installation with the pool contractor May 6, 2023.
  Once the contractor arrives and begins to unbox the unit he notices damages to the exterior of the unit. He proceeds to install the pool heater and notice more issues with the unit. The contractor completed the installation and tries to turn the pool heater on and the unit is rattling, vibrating and the screen is not visible.
  This pool heater arrived broken and I contacted the customer service at the pool warehouse. I spoke to ***** she took all the information along with pictures and advise me she will escalate this issue for a faster response. I waited two days and ***** never followed up with me. I called her to find out the status, she proceeded to inform me that “there is nothing they can do. We will need to purchase a new pool heater.”
  
  This is not right and it’s not fair. I am not asking for a refund or anything than to make this issue right. I would like to exchange this unit for another one. This is the least they can do given our circumstances, we spent almost 2500$. Your response can not be sorry there is nothing we can do.
  
  Make this wrong right please! I am a consumer whom spent a lot of money with your business the least they can do is offer me an exchange.

  

  Business Response

  Date: 05/30/2023

  A replacement heater was sent out to the customer via Saia ************.  The damaged/incorrect unit will be returned by the customer. 

   

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As of June 1, 2023 we have not received this shipment and no one has contacted us to schedule a delivery. Also, no one has communicated how and when the incorrect/ damaged heater will be pick up. I notice that the Pool Warehouse has suggested for the consumer to pay for the incorrect/damage heater to be shipped back to them at our cost. This is a huge inconvenience because this was not the our fault and we should not be responsible for this. 
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 06/21/2023

  Business sent new unit to customer.