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:02/09/2023

  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.

  Purchased items from them on their website, They shipped a different item then ordered based on their website description. I also purchased a second item that was needed for the item I originally ordered but didn't receive. In the end the item they sent will work for me, however the second item is not needed since it was included in the item they sent. I opened a ticket with them to return the second item, filled out the paper work to send it back, however they stopped communicating and will no longer respond to requests. All I want to do is return an item and they won't respond.

  

  Business Response

  Date: 02/12/2023

  We apologize that the email regarding your RMA instructions did not come through to you.  We will get that email with the RMA number and instructions sent out to you again Monday morning. 

  Please look for that email and let us know if you do not receive it on the 13th. 

  Thank you!

• Initial Complaint

  Date:01/09/2023

  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.

  They delivered a broken and damaged product that they will NOT cover or replace. Terrible customer service, terrible product, horrible company that should be put out of business.
  
  Bought a 2700$ pool heater in Nov 2022 from pool warehouse. It came damaged. I filed a claim the next day after I opened the box and saw the damaged heater. They will not replace or refund the product. They claim if you don't open the box and inspect item while shipping company is there they will not help. They told me there is nothing they can do and I am out 2700$ and a broken heater.

  

  Business Response

  Date: 01/30/2023

  Unfortunately, the delivery receipt was negligently signed by the customer before they inspected the product fully.  The manufacturer puts a clearly visible Arrow indicator on the packaging to determine if the product had been in a position other than upright.  The customer provided photos of the arrow indicator, which are included for review. Prior to purchase the customer agreed to the terms and conditions of the sale, which include inspecting the product and signing for any damages on the delivery receipt before the driver leaves. While we empathize with the situation, their negligence is the reason we are unable to to replace this product. A copy of the terms and conditions can also be provided. 

   

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: 18854231
  
  
  
  I am rejecting this response because:

  Based off the rude and unprofessional this company is and their latest response they are obviously not going to offer any remedy to this situation. I thought I could trust that a company would stand behind their products they sell, but instead deliver damaged products to their customers. Their response shows what kind of dishonest and rude company this is that do NOT care about their customers nor their products they sell.  They choose to blame the customer, belittle a customer, treat them like they are dumb, I may be a disabled vet with a TBI,  but I'm not dumb.   They refuse to help in anyway,  even though at the end of the day it was THE COMPANY THAT DELIVERED A DAMAGED PRODUCT. I did not break the product, it came broken and the refuse to acknowledge that because of a technicality and wipe their hands clean.  According to this company it is the customers fault. 
  
  I don't feel any more need to try to work with this company in resolving the issue because they clearly stated in the last post that they refuse to help. They showed how unprofessional they are and that they truly scam people and do not back their products or do the right thing morally.  I will inform other veterans and first responders like myself of this company. 
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 02/08/2023

  The response was not rude nor unprofessional.  As a consumer, you have certain responsibilities that you agreed to prior to your purchase.  We apologize if you felt belittled.  In no way would we ever call you dumb.  Pool Warehouse did not deliver your product, so at this point if you need to file a complaint, you will need to do so for the freight carrier. AGAIN, had you signed for the delivery damaged, as you agreed to upon purchase, we would be able to help.  We are not, have not, and never will "Scam People".  Your failure to complete your responsibilities does not default our company as a scam.  As you inform your acquaintances, we are sure you will morally tell the entire story which will also include your negligence, correct?

   

  Based off the rude and unprofessional this company is and their latest response they are obviously not going to offer any remedy to this situation. I thought I could trust that a company would stand behind their products they sell, but instead deliver damaged products to their customers. Their response shows what kind of dishonest and rude company this is that do NOT care about their customers nor their products they sell.  They choose to blame the customer, belittle a customer, treat them like they are dumb, I may be a disabled vet with a TBI,  but I'm not dumb.   They refuse to help in anyway,  even though at the end of the day it was THE COMPANY THAT DELIVERED A DAMAGED PRODUCT. I did not break the product, it came broken and the refuse to acknowledge that because of a technicality and wipe their hands clean.  According to this company it is the customers fault. 
  I don't feel any more need to try to work with this company in resolving the issue because they clearly stated in the last post that they refuse to help. They showed how unprofessional they are and that they truly scam people and do not back their products or do the right thing morally.  I will inform other veterans and first responders like myself of this company. 
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/21/2022

  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 Jacuzzi pump through this cozy says 220 all over it so I purchased A220 Jacuzzi pump when the pump arrived and I took the old pump out of the Jacuzzi I found out that the one that I had was not the right pump upon numerous attempts to contact This company several days later I receive an email I satisfied everything on the email and was told I would have a return email in 24 to 48 hours I have received no other response from this company whatsoever numerous phone calls and emails have gone unanswered now I'm stuck with a customer that wants their Jacuzzi And I don't know what to tell them because it's been well over a week and I have no answer from this company whatsoever to tell them But yet they claim to be a plus rated by the Better Business Bureau if you look at Google website You'll note that they have quite a few negative feedback because of the shady business practices of this company so how are they a plus rated with you guys
  

  

  Business Response

  Date: 01/16/2023

  Business Response /* (1000, 5, 2023/01/04) */
  We apologize for the inconvenience. This order was drop shipped directly from the manufacturer. They have already issued and RGA that the customer has confirmed receipt in order to send the product back. We have reached out to the customer to see if the product has been shipped back yet. Once the product is returned, we will be able to proceed forward.

• Initial Complaint

  Date:10/12/2022

  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.

  Purchased an inground 20x40 single roman vinyl pool kit on 2/22/2021should have been 6-8 weeks out ended up being partially delivered Mid May 2021 and arrived with backordered necessary items such as skimmers, light controller. multiple calls from different people and finally ended up signing off on a 20x41 schematic because PW had messed up the 9' deep end and could only go 8' so they extended at no charge to a 20x41. I ordered the custom 20x41 vinyl liner in April 2021 through PW and it was received late July 2021. The pool installation began in August 2021 and wasn't completed until December 2021. The pool has not held full water since installation. The liner has multiple, multiple holes and continues to have more. Hydra liner finally responded and state the pool liner is a 20x41, a pool warehouse rep told me the pool is a 20x40, we've had an independent pool company measure the pool and it is indeed a 20x40. We have emailed and called PW multiple times begging for someone to call us and talk to us and come to a resolution to no avail. We emailed photos of the patches and they have stated that's not a liner defect. I have ALL signed approved PW plans. We are now having to have a $7,000 NEW liner installed. The installer dug based on signed PW engineering plans for a 20x41 which is an overdig for the 20x40 we were sent causing the liner to NEVER fit properly. Liner has to be custom and we would like a refund of our $2,000+ we paid for this liner plus a new install fee. The NEWCUSTOM liner due to the incorrect size schematics PW and I signed off on is in excess of $7,000 installed to repair the issue caused by the incorrect size pool kit being shipped. not to mention we've been out over$3000 in 3 different pool companies and water bills in addition to the over $7k for a new liner we're over $10,000 just on liner issues. We want it repaired/refunded at not charge to us and us not to have to pay for PW's mistake
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 9, 2022/11/09) */
  ***Document Attached***
  As we have discussed with the customer previously, the pool was made to the attached drawing. The drawing is from the manufacturer directly. It is a 20x41 pool. Please see the signed drawing showing the pool was order, shipped, and delivered as a 20 x 41. The customer stated: ". The installer dug based on signed PW engineering plans for a 20x41 which is an overdig for the 20x40 we were sent causing the liner to NEVER fit properly." This is NOT a true statement. We do not control what the installer dug, but it should have been a 20x41 and if he dug and built a 20 x 40 pool, it was installed improperly. The liner measurements have been checked on two different occasions by the manufacturer and both times were determined to be made correctly to the 20 x 41 dimensions provided.
  
  
  Consumer Response /* (3000, 16, 2022/12/01) */
  Would like to see manufacturer's email chain stating it's a 20x41 as you can see the email from A POOL WAREHOUSE ASSOCIATE stating it's a 20x40
  
  
  Business Response /* (4000, 18, 2022/12/05) */
  Attaching the manufactures response confirming this was made to the signed 20 x 41 drawing.

• Initial Complaint

  Date:09/20/2022

  Type:Delivery 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 pool from Pool Warehouse on 7/22/22 and finalized all drawings on 7/25/22f, order # 126747. I was told that the pool kit would ship within 2-4 weeks or sooner. I have only received the pool cover and heater since the purchase. I called and was sent an e-mail that my pool is estimated to ship at the end of August into early September. I sent another e-mail on 9/1/22 and didn't hear back until 9/6/22 that they are checking on the status with the supplier. On 9/7/22 rec'd e-mail that my pool kit was currently waiting its turn in line to ship that it is waiting for 1 panel that is in production. I reached back out again on 9/15/22 and was told the panel was in production and I and rec'd an e-mail on 9/16/22 telling me the pool kit is still in line to ship and waiting on 2 panels before shipping. I called on 9/19/22 and customer service was going to have Savannah call me but still have not received a call. As of today we have been waiting 8 weeks and time is running out to have the pool installed before the cold weather. We have had a backhoe at our house for the past 3 weeks and every week we don't receive the pool it is costing us money. I feel as though Pool Warehouse hasn't been honest with the pool shipment.
  

  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 7, 2022/10/06) */
  We apologize that the manufacturer had some delays in a few of the panels that were required on your pool. We try to make every effort to communicate proactively with you in regards to your kit.
  The pool kit did ship out on September 23 via Fedex on tracking number-4 and has been delivered. The customer success rep is still active on this case, and continues to try to provide support.
  
  
  Consumer Response /* (3000, 9, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am still not happy with the length of time I had to wait for the pool. When we received the pool on 9/29/23 there were items damaged. It wasn't until October 11 we received the replacement parts. Our pool permit was only good for 90 days and now I have to pay more money to have the permit extended. I feel as though Pool Warehouse could have been more pro active on the inventory issue with the polymer panels. We are now in a time crunch to get the pool installed before the weather gets too bad. I feel as though we should receive some compensation for the amount of time we had to wait when I was told when I placed the order should receive the pool in 4 weeks possibly sooner. We waited 9 weeks then another 2 weeks for the replacement parts.

• Initial Complaint

  Date:09/18/2022

  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 placed an order (order #120353) on 6/13/22 for a pool step faceplate kit, in blue, for $245. I received the order on 7/13/22 but the kit was white, not blue, as ordered. I contacted the company and was told that the supplier didn't have blue but that they would try to find another. I asked to return the item, I don't want white, and they said to just keep it, but I have no use for it. After numerous calls and emails, I was told I'd get a refund for $144.90, since they couldn't find another supplier that made this in blue. I asked why I'm not getting a full refund and they said that some parts of the kit are white anyway and I couldn't get my money back for those items. This is a kit. I can't use it without all of the parts. I'm having to pay $100 for items I can't use and don't want. I just want to return the kit and get a refund. I want them to send me a return label. This was the fault of this company, not mine.
  

  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/09/20) */
  We are exceptionally sorry for the misunderstanding. We will get with the supplier and we will get a call tag issued today for the faceplate kit. Once the kit is picked up, we can issue the full refund. Again, we apologize for the inconvenience.

• Initial Complaint

  Date:09/06/2022

  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 and received a pool heater from the Pool Warehouse. It was delivered on a very rainy day to my driveway. I opened the box (that had no damage to it), looked to ensure everything was in the box and signed for it. The next upon removing the plastic wrap that was over the heater, I noticed a large dent in the upper corner of the heater. I contacted Pool Warehouse about the damage immediately upon finding it. They requested pictures of the damage, I sent them, and then never heard back. I call 1 week later, and they informed me that they wanted me to contact the carrier to file a "concealed damage" claim with them. Upon calling R&L Carriers, I was informed that they wouldn't allow me to file a claim as it was prepaid shipping and set up by Pool Warehouse, plus the allowable 5 days had been exhausted. I once again called Pool Warehouse and they said they would assist. After about a month of me chasing Pool Warehouse, and being told "we are not a store front", "I have no boss or supervisor", etc., I filed a claim with Chase. That claim has now been denied. Looking for assistance in getting a refund and returning the damaged pool heater to the Pool Warehouse.
  

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/09/20) */
  As previously communicated, we are still trying to work on a claim for this customer with R&L Carriers. Unfortunately, because the heater was delivered and signed for free and clear by the customer, we do not have a cut and dry claim to file. The customer signed for the heater free and clear on the carrier's bill of lading. Signing the shippers bill of lading with no damages prevents Pool Warehouse from filing a claim for the customer, so this is why we are both getting so much push back from the carrier. The customer agreed to the Terms and Conditions set forth for the purchase at time of check out when purchasing the heater. The terms and conditions clearly state that the customer must inspect the product upon receipt of the purchase BEFORE signing the carriers bill of lading. See sections 10 and 11 of the Terms and Conditions attached. The customer agreed to these terms before they made their purchase, proof of agreement is also attached. Please see the Terms and Conditions attached as well as the signed Delivery Receipt.
  
  
  Consumer Response /* (3000, 7, 2022/09/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Had the Pool Warehouse informed me when I filed the initial claim that they would handle the issue. A week later, only after I called them, did I get a response that I should file a claim with R&L (after the R&L allowed time frame of 5 days). When I contacted R&L, they told me that I could not file a claim for hidden damage as I did not arrange for the shipment and that since the shipment was arranged for by Pool Warehouse, they needed to file the claim. I shared that response with a pool warehouse representative, and was then told that they were filing the necessary claims, but I have still not been contacted with any resolution AND I have still have a damaged, unusable pool heater sitting in my garage. It has been 4 months now. This should be resolved at this point and I am looking for assistance in getting this resolved.
  
  
  Business Response /* (4000, 16, 2022/10/06) */
  Again, We are still working on this case. We apologize that the freight carriers do not work in the time window that you expect for them to do so. As previously discussed, the national motor freight guidelines govern the freight carriers and we are at their mercy. We are still actively pursuing the freight claim, but do have to wait for a carrier decision in order to move forward.

• Initial Complaint

  Date:09/05/2022

  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.

  On 3/25/22, I ordered a 27'x54" above ground swimming pool from Pool Warehouse (PW). Estes, the shipping company, set a delivery date for 4/13. Because they would have left our order at the end of our lane by the road, I changed the delivery date to 4/15 when my husband and I would be home. I called PW at 7:30am on 4/15 to make sure they were delivering our pool. PW said it would be delivered between 8-4. When it got closer to 4:00, I called PW and asked if they knew when it would be delivered. Estes had our order in Jacksonville, IL. I told PW we would wait because Jacksonville is only 30 mins from us. PW told me our order was on a freight truck with no lift gate, and they couldn't deliver it. We rescheduled. On 4/22, Estes parked in
  the busy road in front of our lane. The driver put our order onto my husband's skid steer and talked about how
  busy our street was. He pushed the clip board at my husband and told him to sign the papers. With
  traffic backed up and stopped, my husband signed without checking the damage box on the paperwork.
  Due to the rainy weather and already having a pool we needed to take down, we did not open all the
  boxes and go through them. On 5/8, we took our old pool down. On 5/9, we started going
  through our boxes and noticed the pool wall, 3 solar lights and the inside attachment for the filter were
  missing. I tried to work with PW before filing a dispute with Discover. I spent almost 4 hours and 65 days
  waiting to settle the dispute. Discover came back in favor of PW because my husband didn't check the
  damaged box. Damage is not the same as missing. Upon inspection, the missing pool wall is Latent
  Defect and should be replaced. PW told me I could buy another wall which I don't feel like I should have
  to do because I already purchased one that wasn't delivered. I contacted Estes as well. Estes said they
  didn't find any pool wall and won't help me. Without a pool wall, we can't do anything. I'm out $4,579. This isn't right! Please help me.
  

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/07) */
  We are so sorry that you are experiencing a delivery issue with. Unfortunately, when the delivery receipt was signed free and clear without doing the inventory at the time of delivery, it severed the ability of Pool warehouse to file the claim for you. You will have to work directly with Estes Express. The terms and conditions of the sale clearly give instructions as to what needs to be done at the time of delivery. Please see section 10.1 under Shipping: "The recipient MUST check for shipping damage and complete inventory before signing the delivery ticket. During the inventory, it is important to verify all items and the quantity of items listed on the packing slip. Any missing items should be declared before the shipper leaves. If the customer fails to conduct a complete inventory of all items, then the customer will be responsible to purchase any items that were missing."
  
  
  Consumer Response /* (3000, 7, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept Pool Warehouse's response. They immediately blamed the issue on the shipping company, then they blamed us for not checking the contents of every item in the pallet. It is unrealistic to expect an individual to open every single box to check for every item within each box down to the number of bolts, screws, lights, etc. in the middle of a busy street. Our lane is big enough for farm trucks, tractors, and semi-trucks to enter and turn around in our driveway. Farmers do it every year to farm and deliver rock, right to our garage. In addition, the Pool Warehouse hired the shipping company, not us. Pool Warehouse should have some responsibility in ensuring customer satisfaction. We purchased the pool from Pool Warehouse, who hired Estes as a subcontractor to deliver it. It is the "prime" vendor's responsibility to ensure the customer gets what they paid for. Instead, they placed a disclaimer in the fine print of a document to try to remove their responsibility if something is missing or damaged. Missing and damaged mean two different things. A latent defect is defined as "something that could not be discovered by reasonable and customary observation or inspection." Regarding the sales of goods, Section 2-608 of the Uniform Commercial Code provides a buyer of goods, upon discovering a hidden defect, may revoke a prior acceptance. It is not reasonable to expect an individual to tear open the shrink wrap and open every box and count every item on a pallet in the middle of a busy street. We are not a business with a loading dock and a staff for inspection. If you purchase a product that requires assembly, and upon opening the package to begin assembly, you notice something is missing, that is a latent defect. The pool was packed onto a pallet and shrink wrapped for us to open and begin assembling the pool. It was at this time that we realized the pool wall (a part necessary for assembling the pool) was missing. Not damaged but missing. Pool Warehouse took our hard-working money for a pool kit, then wants to blame the shipping company they hired for not delivering the entire kit or fall back on a clause in a document to attempt to remove them from any responsibility.
  
  
  Business Response /* (4000, 9, 2022/09/20) */
  Please see the enclosed pictures taken of the shipment prior to the product being picked up by the carrier.
  As you can see, the wall is included in the shipment. The negligence to not do the required inspection and document any missing or damages to the shipment on the delivery receipt is the reason we are not able to send out a new wall. Pool Warehouse sent out the wall on the original shipment. Pictures of proof are attached.

• Initial Complaint

  Date:08/11/2022

  Type:Delivery 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 pool kit from Pool Warehouse on April 28, 2022. This pool kit cost $21,580. Our sales order number is SO47914. This is my first time ever filing a complaint with BBB and I am not sure if it will help to get us any compensation for all the delays we have experienced, but we are hopeful it will at least help manage other's expectations.
  When we placed our order at the end of April, we were told to expect delivery at the end of May or early June. We expected some delays, as this is the world now post COVID. As a school teacher, summer is when we have time to do such home projects, so we thought even a week or two delay would still be doable.
  Our first delivery of wall panels did not arrive until July 7, 2022. We measured height and length of all the panels and thought we were good to go. However, after 16 hours of maneuvering heavy steel panels, they would NOT fit. Come to find out, they were all built on the wrong radius. So, now there is a hole in the ground and no panels to get this project started. We received corrected panels on July 29th, however an entire pallet was completely damaged, as a forklift was driven through the steel. Those revised panels did not arrive until August 8th. We've spent hundreds of dollars on tarps, trying to keep the hole dry and trying to keep the walls from caving in, which has not been completely successful, so lots of hand digging now too. We've spent endless hours on the phone with Pool Warehouse, and now we are down to 1.5 weeks left of summer before going back to work full time. We paid for this order in full back in April, so we couldn't even hold final payment until we received the correct and undamaged products. We have asked Pool Warehouse for some sort of compensation for this nightmare. We were offered a pool cleaner, something we are not interested in, and have yet to hear back if any other compensation will be approved.
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 7, 2022/09/01) */
  We apologize that the manufacturer had an issue with the panels for the pool kit. This issue was a rare occurrence that did require Pool Warehouse reaching out several times for clarification and additional information from the manufacturer to figure out what happened so that it could be properly fixed. We did get the correct panels sent out quickly after the determination of what happened was realized. We tried to fix the situation as quickly as possible that was satisfactory, but unfortunately, we are not able to extend the monetary discount the customer was requesting. The issue was corrected, and the customer does have all of the components that needed corrected from the manufacturer for installation.
  
  
  Consumer Response /* (3000, 9, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do FINALLY have all the pool panels as Pool Warehouse has described, but it has been and still is a huge inconvenience for me, considering I received the panels 2.5 months after I was scheduled to and I still have 18 damaged and unusable steel panels sitting in my driveway. Due to the weight and size of these panels, it takes multiple people to load and I will need to rent a truck that can haul them to the landfill. Pool Warehouse offered me a "top of the line pool cleaner" to compensate me for the pool panels being bent on the wrong radius, not labeled correctly, and for further delay when the forklift smashed an entire pallet of replacement pool panels that were sent a second time. I told the Pool Warehouse representative, Chelsey, that compensation of a pool cleaner would not be of help to me. Chelsea asked what I wanted, I told her a 10% refund on the cost of the pool seemed reasonable, considering a 10% discount is pretty common practice. Since 10% does not seem agreeable to Pool Warehouse, I strongly feel that my inconvenience during this process is due some sort of compensation and would be better business practice, if they offered something similar to a pool cleaner, that would be of help to me. What are the ways I can be compensated since a monetary discount is not doable? Can store credit be issued since I still need to purchase a safety cover?
  
  
  Business Response /* (4000, 11, 2022/09/12) */
  We are sorry, but we do not offer compensation. That is also listed out in our terms and conditions. did try to go above and beyond to be of some help because of the situation.

• Initial Complaint

  Date:08/05/2022

  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 chiller on June 18, for $2795. The website advertised, and still does; Item ships in 7-10 business days. About a month later, after several phone calls, I received a chiller. After further inspection, it
  was the wrong one. A smaller and cheaper product. They asked for pictures, and did admit it was the incorrect
  chiller. They said they would pick up to incorrect one, and send the correct one out immediately. I have that email. They were very prompt to pick up the wrong product, but today is August 5th, and after several email, they will not respond or tell me what is going on. If it is a supply issue, I would gladly pay extra for the next larger size, the GPC-215 if it was in stock.
  They have my money, but I have not product, or and way to get a response as to what is going on.
  I expect a generic response, like usual on these complaint sites. I just want what I paid for.
  

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Thank you for reaching out. We actually research each complaint because our focus is the take care of the customer. We purchased the chiller directly from Glacier. This specific model of chiller that should have been sent did have a supply issue, and we were not made aware until we did the research on specifically happened on this order. As already communicated to you in your support ticket, the replacement product has shipped and you were already given the tracking information as well. Estes Express on 2972141151 in case it has been misplaced.
  
  
  Consumer Response /* (2000, 7, 2022/08/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)