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:07/22/2022

  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 received my pool and inspected it upon receipt and everything looked fine. The panels of the pools are stacked together and wrapped in white strapping inside a cardboard box. We moved the pool panels a few days later and while separating the panels we noticed that one had a 1/2 moon break in and notified the pool warehouse. It took several days and emails to find out that we missed the deadline window to report damage by 2-3 days. I have put in several calls to Reed our sales rep and sent several emails and made several phone calls to customer service with no response to ask them how we can resolve this matter. No one has even responded to me to find out how much a replacement panel would cost and what the delivery would be.
  
  I also had requested stamped drawings from an engineer that were supposed to meet NY state code per our sales rep for an additional 795.00 and they did not. They did not include any plumbing schematics and that was a requirement. When I called and spoke with him he told me it was not his responsibility to know each states code but I had already emailed him our towns denial for permit and why we failed when he told me that they could offer this service.
  
  I feel they had no problem taking the sale and the several add on items that we purchased along the way but when it comes down to any issues they want nothing to do with you. I cannot have my pool installed this summer because now we need to get another architect to draw up plans that meet NY state code and we cannot get a replacement part for the one received damaged.
  

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/07/31) */
  We do apologize for the inconvenience, but when the delivery was accepted free and clear, that severed the ability of Pool Warehouse to file the freight claim on your behalf. We did work with you to purchase a replacement panel at cost and have provided tracking information in regards to that panel already. In case you did not receive, it is 074-0924804 via Estes Express.
  In regards to the Stamped drawings: the purchase was for Structural Calculations that are provided by a licensed firm in NY. You were provided the structural calculations that were purchased. If the permitting office needs additional information above and beyond the structural calculations, that is not something that we provide. Plumbing, electrical, etc...is not something provided on structural calculations. These are only validating the structural integrity of the pool for your area.
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I supplied an email showing why we were denied our permit with a detailed list of reasons which included the pluming riser and a other pluming requirements and was told we could get the engineer drawings that would provide what we needed, not half of what we needed or I would have never agreed to purchasing them.
  
  
  Business Response /* (4000, 16, 2022/08/12) */
  The stamped drawings were part of what was on the list of things needed by the permit office. Pool Warehouse does not supply plumbing or electrical plans. That is not something that we offer.

• Initial Complaint

  Date:07/14/2022

  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 an inground pool kit from PoolWarehouse.com on April 19, 2022, for a total of $18,505.00. Part of that order included a "31 inch Excel Top Mount Sand Filter", which I paid $941.67 for. I have not received the sand filter as of the date of this complaint.
  My order was shipped in two separate shipments. The second shipment was delivered on June 22, 2022 and was found to be missing one item: "31" Excel Top Mount Sand Filter". The cost of this filter when I purchased my pool kit was $941.67. I immediately contacted customer service to file a claim. On June 30, customer service returned one of my many emails that I had sent inquiring about the status of my missing filter and stated "your filter has been located and is on its way to you as we speak". As of today, July 13, I still have not received my filter and despite numerous emails being sent requesting the status, tracking number, etc. I rarely receive a response and instead I receive a vague reply stating "our call volume is very high so it is taking a little longer than normal for vendors to get back to us. We have been actively trying to find your filter with our supplier and the carrier". This specific filter that I ordered is showing on their website as being "out of stock" and I have asked if that is the issue, but they will not answer that question. I have been more than patient and feel as though I have been repeatedly lied to. At this point I would like a refund due to the fact that we are already several weeks behind on our pool due to waiting on this filter and I can purchase the filter from another vendor.
  
  I am attaching the email trail showing that Pool Warehouse has acknowledged the fact that the missing filter was found and was on it's way to me, along with the sales order and pool kit sales agreement.

  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/07/26) */
  We do apologize profusely for all of the confusion on this order on behalf of the freight carrier.
  When we spoke with R&L Carriers, we were informed that the filter was left off the shipment at one of their terminals and they would get it moving again (6/30). On 7/6 we reached out to R&L Customer service and were told that it was still "On the way" and they would reach out to you to schedule the delivery. Honestly, we did not know the pro number changed at all until you reached out. They shipped the filter on their own because the shipper is listed as "R&L (Alexandria)" and not Pool Warehouse. We apologize we were not able to perform for you in the way you deserve.
  
  
  Consumer Response /* (2000, 7, 2022/07/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate the response. I just wish the lines of communication were open from the start and that it never had to go this far.