Complaints

This profile includes complaints for Discount Salt Pool's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Discount Salt Pool

  Waller, TX 77484-9367

  
• 

  Discount Salt Pool

  22404 Mueschke Rd Tomball, TX 77377-3439

  
• 

  Discount Salt Pool

  14320 Tupper Trl Roanoke, TX 76262-2138

  

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:06/19/2025

  Type:Service or Repair 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 the CircuPool EDGE-25 Salt Chlorine Generator complete system on June 26, 2020, advertised with a 7-year warranty. However, none of the cell last 7 years and I end up replace 3 cells in 5 years. To date, I have spent $1,309 ($819 for the original and $395 each for two replacement cells), far exceeding what should be expected under a 7-year warranty.CircuPool blames "pool water issues" despite the fact that I replaced the pool water and ensured proper maintenance, and yet their cells consistently failed while new ones temporarily worked. This shows a pattern of faulty product performance and warranty misrepresentation. I believe their claims of a 7-year warranty are misleading and their refusal to honor it is improper.I have wasted significant time, effort, and money due to this products recurring ************ I have to get rid of their system and replace with alternative system which is going to cost me lost of money in product cost and labor.

  

  Business Response

  Date: 06/27/2025

   

  We appreciate the opportunity
  to respond to the complaint filed by Naveen Verma regarding their EDGE25 Salt
  System, originally purchased on June 26, 2020.
  Over the past four years, we
  have provided consistent, thorough, and generous support to this customer, well
  beyond what is required under our warranty policy.  We keep detailed records of all client
  interactions and below is a summary of the customer’s history and our actions
  in response:
  
  Customer History & Support
  Provided:
  
  Purchase Details:
  
  Date: 6/26/2020
  Product: EDGE25 Salt System
  Original Cost: $813
  
  First Reported Issue – July 2021:
  
  Mr. Verma reported system
  warning lights.
  The unit was tested by our
  technicians and found to be fully functional; the issue was caused by heavy
  scaling due to improper water chemistry.
  Action: We cleaned and returned
  the system at no charge to the customer and provided clear guidance on
  correcting water balance. 
  
  Recurring Issues – August 2021:
  
  Mr. Verma continued to report
  problems.
  Although the system again
  tested fine and the issue was clearly related to scaling, we replaced the
  entire system at no cost as a courtesy, not an obligation.  In clear terms, we once again explained that
  no salt chlorination system is going to work with water that has a high pH and
  high calcium levels, resulting in a high saturation index.  Our notes indicate that Mr. Verma was
  dismissive and unwilling to listen. 
  
  Ongoing Support – 2021 to 2024:
  
  The customer has contacted us
  multiple times per year with similar complaints.
  Each time, our technical
  support team responded with detailed water chemistry guidance, including
  information on the Langelier Saturation Index and scaling prevention.
  
  Latest
  Interaction – March 2024: Customer requested a replacement cell.
  
  Action: A new cell was provided
  at a prorated cost, in full compliance with our published warranty policy.
  
  Customer Expenditure Since
  2020:
  $813 – Original system
  $488 – Additional parts and one prorated replacement cell
  $1301.00 Total
  
  All reported performance issues
  have been linked to persistent improper water chemistry, not product defects.  We have provided a full system replacement
  (even when not warranted), discounted parts, and years of detailed technical
  support. The customer was repeatedly advised that proper water chemistry must
  be maintained to ensure system performance.
  
  Our twenty-year
  history clearly shows that we stand behind the quality of our products and provide
  exceptional service to our customers all over the world. While we empathize
  with the customer’s frustration, it is important to know that the root cause of
  their ongoing issues is not due to a product defect, but the result of water
  chemistry not maintained within recommended parameters over multiple years.  We feel like we have done the best we can to
  please Mr. Verma and we would like to bring closure to this transaction.  Our best and final offer is to buy back the system
  for the full amount paid at the beginning, $813.00.  Upon receipt of the control unit, we will
  send a check at once.  We have no use for
  the cell as it has been damaged by negligence.  We do not wish to sell him any more products. 
  
  Sincerely
  
  Kat Uhle
  Customer
  Relations Manager
  

  Customer Answer

  Date: 07/02/2025

  [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:

  I have reviewed the response made by the business in reference to complaint ID 23493142, and I am willing to accept the offer, provided that CircuPool sends me a prepaid return label for sending their equipment back.
  I do not agree with the company’s claim that water conditions alone caused the issue. I have fully refilled the pool with fresh water, and the equipment still failed to function properly. In fact, my previous cell from another brand lasted over six years without issue.
  The current equipment is no longer of any use to me, and I do not wish to incur further expenses for return shipping—especially after already investing significant time and money dealing with multiple faulty cells and returns.
  Thank you for your assistance in resolving this matter.
  Sincerely,
  Naveen Verma

  
  

• Initial Complaint

  Date:09/09/2024

  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.

  I purchased a salt cell (chlorine generator) from them on 9/24/2022 for $908.82. Product ID: CFICGEN40-RC that came with a 2 year warranty. The product worked great for about 20 months, then failed to produce the requisite amount of chlorine. The life expentancy on this unit is 7-8 years. I worked with their tech support team for a few weeks and ran tests, checked chemicals and added chemicals as requested. They then asked I send the unit back to them for repair. Their technical team tested the unit I returned per RMA 80729 and found nothing wrong with it and sent it back, unfortunately it still did not work. So I purchased a new Pentair Intellichlor IC40 salt cell from elsewhere, installed it, and the pool chlorine returned to normal within 1 day and has remained so. This confirms the salt cell from Discount Salt Pool was NOT working correctly as I indicated previously to them. I'm not sure why their testing showed the unit was good when it clearly does not work correctly in my pool system. Maybe an intermittent failure beyond their testing cycle or some other variable causing the problem that their setup doesn't test properly? It also does not explain why the Intellichlore unit I purchased and installed in my system exactly the same way is producing the proper amount of chlorine without any other changes. No other changes were made to my pool environment.
  
  At this point I am requested that, per their warranty on this item when I bought it, that I be reimbursed in the amount of $510.91 for 50% of the purchase price - per their warranty for failure between year 1-2 plus return shipping and repair charges I paid on the defective unit per the detail provided below. They have refused payment so I am hoping the BBB can assist with resolution of them not honoring their warranty.
  
  order# DSP-121281 on 8/29/2024 for $56.50 for salt cell testing and return shipping
  order# DSP-***** on 9/24/2022 purchase in the original purchase amount of $908.82

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:
  
  
  
  This letter is to inform you that Discount Salt Pool has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/9/2024 and assigned ID ********.
  
  
  
  Regards,
  
  
  

• Initial Complaint

  Date:05/24/2024

  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.

  My girlfriend and I ordered a couple products from this business on 5-18-2024. The website and the confirmation email states that it would be shipped within 3-5 business days. We looked at the account we paid them through and they charged the account 3 times. They remembered it twice. Almost a week has gone by and we have not seen nor heard anything from this business. I called the business to get an update. I was told they have the money but they need a confirmation before they will ship it. I was then told they would email me the steps to confirm the order. Keep in mind they already have our money. I asked for overnight shipping being how they have used my money for a week for free now. I was then transferred to another *** that simply stated they would terminate the order and I should see my money within a week. Long story short if I wouldnt have called I would have never seen the product or the return of the money.

  

  Business Response

  Date: 05/24/2024

   

  These goods were purchased online on Saturday, May 18th after three unsuccessful attempts that ended with a decline on the credit card.  The credit card processor does not share with us why the card was originally declined but possibly there were discrepancies in the billing/shipping address or customer contact information.  The fraud detection algorithm automatically flagged the transaction for two-step verification and the client was sent an email on the next business morning, May 20.  The email was sent to the address provided by the client, ************************ but it was, and continues to be, ignored. The two-step verification process credits the client's credit card for a small amount and asks for an email response confirming that amount.  We attempted to explain all of this on the phone this morning but Mr. ******** was not willing to listen and we felt that we had no choice but to cancel the order. 
  

  It's unfortunate that fraud is a constant threat today and we try to mitigate it in the least burdensome way possible.  If someone had spent 60 seconds responding to our email on Monday morning, the goods would have shipped out that same day.  Of the cases where we rely on the two-step verification, 97% of the clients respond immediately and have no significant delays in receiving their products.  We apologize for any misunderstanding in this case. 
  

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve 

  I was never sent an email for verification. I was only sent an email stating the confirmation of the order. When I called they canceled the order. And I have still yet to see my refund and or an email verification of the cancellation like I was told I would get. 
  
  Regards,
  
  
   

  
  

  

  Business Response

  Date: 06/03/2024

  Re:  Complaint #*********

  As indicated on the attached credit card transaction log, a full refund has now been issued for the attempted purchase on May 18, 2024.  Please note that there are a total of six entries on the log and that they are all for the cardholder, ******* ******, a person we have yet to hear from.  The complainant, **** ******** may well be authorized to use this card and speak for her, but we have no way of confirming that.

  The other five entries on the attached log are key to understanding the problem and our attempt to solve it.  Note that the bottom three entries are all unsuccessful attempts to use the credit card that were declined by the card issuer.  This triggered our fraud detection algorithm and when the successful transaction occurred (line 3), it put the shipping on hold and credited the card for a small amount.  (See line two with the 51 cent credit.)  Normally, this two-step authorization results in communication with the cardholder that verifies the small credit, and the shipping proceeds with minimal delay.  Unfortunately, our attempts to explain all of this were not successful and ultimately, we decided to cancel the order. 

  Fraud is something we deal with nearly everyday.  It's an unwelcome component of our business and a hassle for our customers.  In spite of our best efforts, we receive about one call per week from a cardholder looking at a bill for equipment that they did not order.  They must spend their time, cancelling the stolen credentials, disputing the charge and waiting to get the money back. The goods are gone, usually forwarded to a vacant house where the ***** can grab it.  And, in the end, we have no recourse. 

  We regret that we failed to add these people to our long list of happy customers and I hope that eventually they will understand our point-of-view.