Complaints

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

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  Leslie's

  2005 E Indian School Rd # 101 Phoenix, AZ 85016-6113

  
• 

  Leslie's

  20241 N 67th Ave Glendale, AZ 85308-6653

  
• 

  Leslie's

  3425 W Thunderbird Rd Phoenix, AZ 85053-5670

  
• 

  Leslie's

  10633 N 32nd St Phoenix, AZ 85028-3201

  
• 

  Leslie's

  1761 E Warner Rd # B-6 Tempe, AZ 85284-4558

  

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:07/30/2025

  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.

  On 7/27/25 I placed an order WLP2207769 with Leslies online for a MX6 pool in ground pool cleaner which was on sale for $50 dollars off of $349.00. It should be noted that this was a gift from my wife and I to my mother. My credit card was charged and I received confirmation of my order. On 7/29/25 I received an email requesting additional information. The email requested an alternate phone number to which I added my wifes number, the reason why my home address was different from the shipping address which I simply explained that this was a gift to my mother in ******* (address added) and my address which I included again. The email also requested an alternate email to which I explained that I did not have an alternate email but added my email address again. I added my phone number again and requested if they had any further questions to please contact me. The following day I received an email that my order has been canceled because they could not verify my credentials. I attempted to call the ***** number and requested to speak to a supervisor and was told that they would forward my concerns and someone would contact me, its been 24 hours and no call. This item was on sale and now the sale has expired. Also, they never called my wife to confirm my information! I am so upset with the lack of communication and concern for this incident. What makes matters worse is I advised my mother that she would be receiving this gift by 7/31/25. I am so disappointed and disgusted over the treatment I encountered with dealing with customer **********************.

  

  Business Response

  Date: 07/31/2025

  We apologize for any frustration caused by our fraud review process. This verification policy is handled externally and is beyond our direct control. As a gesture of goodwill, we've added $25 in Pool Perks to their account for the inconvenience related to this order.

  Customer Answer

  Date: 07/31/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** M. ****
  
   
  

• Initial Complaint

  Date:07/24/2025

  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.

  On 7/13/25, I used Leslies app to make large purchase of $1,229.12, including pool stairs, stair mat, shock, & floats. The app said all of my items were in stock to be picked up same day. When I got notification that order was ready to pick up, I went to the store #***. ******, the sole employee in the building, told me only one of the items was in the store ready for pick up. He did not know what to do, so he stood at the computer & piddled for ******************************************************************************* I asked if the items that were not ready could be delivered to my house for free, & he said he would do that. On 7/15/25, I tried to call the store to see if my order was complete & the line was repeatedly answered & then the call was disconnected. After over 10 minutes of calling repeatedly, ***** answered & said that ****** telling me he could change the order to delivery was incorrect, & he referred me to the store manager who was at store #***. I called & spoke to ********* Key, who was unhelpful & also seemed to not know how to handle the situation. I told her I either wanted the ordered delivered in whole or cancelled altogether. She said she would have to talk to her district manager & get back to me later. Then she said she would cancel the order when I bring back the part of the order I picked up on 7/13. Then she said she was cancelling the items I had not picked up. She was rude & ended up hanging up on me, telling me I could work it out with her district manager. I have this all recorded. As of 7/24/25, I keep getting emails that items from my order have been picked up (although I have not been back to the store), I have not received notice of the order being cancelled, I have not received a response from my multiple complaints online, & I have not been able to speak to a human at Leslies corporate office. They are retaining $976.72 of my money for cancelled items. I want my order canceled & my money refunded.

  

  Business Response

  Date: 07/25/2025

  We apologize for any frustration caused with this order. According to our records, the customer successfully picked up item #***** (Power Powder Plus) and item #***** (Fabric-Covered Inflatable Sun Chair). The items that were unavailable and subsequently canceled were #******, #*******, and #*****, resulting in a refund of $713.34.

• Initial Complaint

  Date:07/10/2025

  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.

  In June 2025 I ordered two bulkheads for my sand filter inground pool. I received them June 25, 2025. I installed them the first week in June when Iopen the package I went to place them on one of them was damaged. The threads were damaged. I end up using one of them and using one of my old ones after my project I know I needed to return the old one so I went online and saw the requirements and it said I needed an invoice. I went in the package that they came in and realized that no paperwork was inside immediately went to the store and explained the situation with a copy of my order form that was sent to me. They said that wasn't good enough and that they can give me a store credit I realized that there was a problem because I didn't wanna start credit. I came home and checked the package again called the company and told him what happened that the invoice wasn't in there. They basically told me there was nothing they can do but have someone contact me and that was around four days ago. I did try calling again, but as of today, July 9, 2025 no one has gotten back to me and no one on the phone could help me. They says it is prior to requirements that don't give me an information. I explained to them that there was no invoice in the package they said basically they can't do anything about it.I feel this is a scam. How could they not give me a copy of my own invoice when there wasn't one in the package, I don't want to store credit even thoughI do shop there, but it would probably take me three years to spend $200. I'm a senior citizen and a fixed income with a small pension from the ****************** I just need someone to email me a copy of my invoice so I can go to the store and get my credit card credited. I want store credit. I just wanna return the product.

  

  Business Response

  Date: 07/11/2025

  We show the customer set up a return for this order and return labels were issued. Per normal policy, once we receive the items back, he will refunded in full. 

• Initial Complaint

  Date:07/08/2025

  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.

  Complaint Type: Service Issue Product/Service: Pool Cleaning and Maintenance Date of Transaction: [Insert Date of Service]Amount Paid: $331 (paid in cash)Quoted Price: $255 Amount Overcharged: $70 Complaint:I hired [Company Name] to perform a full pool cleaning and maintenance service. The quoted price was $255, but I was charged $325, and added a $6 tip, for a total of $331 paid in cash. I later realized I was overcharged by $70, and worse, the service I paid for was not completed and left my pool in worse condition than before.Key issues:The pool was left draining, not filtering or functioning as it should have been.Pool tubes and equipment were left scattered in the grass, not reinstalled or ************* proper cleaning or servicing was performed.I received no receipt, invoice, or breakdown of charges.I attempted to follow up with the company and was told I would speak to someone higher up, but no one ever returned my call.This was not only poor service it bordered on negligence. The work was not completed, my property was left in a compromised state, and the handling of payment and customer care was unacceptable.Desired Resolution:I am requesting a full refund of $325 (not including the $6 tip) due to the overcharge, incomplete service, and potential damage to my pool system. I believe this is a fair and necessary resolution.Supporting Information:I have photos showing the condition the pool was left in and the equipment left outside.I have documentation of my contact attempts with the business.I am available to discuss this further and provide additional proof if needed.

  

  Business Response

  Date: 07/09/2025

  Hello, We have been in contact with this customer. Below are the bullet points for the summary of the concerns. We are happy to continue to resolve this for our customer. 

  1) The customer was correctly charged $255 + $45 + tax;
  2) No additional charges were added beyond the approved amount.
  3) Regarding the ladder:
  - Only the exterior portion of the ladder was provided to the technician at the time of service.
  - The interior portion and connection hardware were not given. It was the customers responsibility to have all components ready at the time of the appointment. 
  - This was noted on the service checklist and the item was removed accordingly.
  - After reviewing all documentation with the technician: A follow-up service call had already been created for tomorrow (7/10), now that the interior portion of the ladder is available. We heard back from the customer who requested a different date of 7/14. The technician will complete the installation at no additional charge on 7/14.
  

   

• Initial Complaint

  Date:06/26/2025

  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.

  On May ******, I visited the Leslie store to select a new filter/pump for my above the ground pool. I told the manager I was not going to buy it/take out of the store by the store installer and set up on my property until mid-late June. No problem. The equipment pickup/delivery/installation would be **ordinated. To ensure the availability of the equipment I put the total charge on my credit card. On 6/10, ****** **mpleted the purchase and the equipment was **mplete with some equipment problems. Nine days later on 6/20/2025 the pump stopped working. The store mgr told me I can not return the bad equipment because it is past the 30 days return policy and I have to go through the warranty ** Hayward. ****** **ntacting ****** and ******* and the store for the lad week, I have no solution and my pool is turning green.

  

  Business Response

  Date: 07/09/2025

  Were aware of the situation and have already taken steps toward resolution. The customer has been contacted, and we expect everything to be resolved by the end of the week.

  Customer Answer

  Date: 07/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** Ann *************************

• Initial Complaint

  Date:06/13/2025

  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 purchased a pool liner on 5/19 from Leslies website for $414.76. It arrived in a box and was installed by a private installer for $850 on 6/3. We began to fill the pool, and water was leaking out through a hole in the **** from a manufacturer defect. I called Leslies and they told us to contact the manufacturer *********. I had to jump through hoops to get approved for a new liner. I reached out to Leslies to get a refund of my $850 installer fee because I have to pay again for another installation and Leslies will not call/email me back despite escalating the situation and attempting multiple times to reach them.

  

  Business Response

  Date: 06/18/2025

  Were sorry to hear about your experience with the liner and understand the inconvenience this has caused. The product you received was manufactured by ********, and it was their warranty process that provided the replacement liner. Because Leslies does not provide liner installation services, and the defect was addressed through the manufacturer's warranty, were unfortunately unable to reimburse third-party installation costs. We encourage you to follow up directly with Swimline to explore any reimbursement options they may offer for related expenses.

  

  Business Response

  Date: 06/18/2025

  Were sorry to hear about your experience with the liner and understand the inconvenience this has caused. The product you received was manufactured by ********, and it was their warranty process that provided the replacement liner. Because Leslies does not provide liner installation services, and the defect was addressed through the manufacturer's warranty, were unfortunately unable to reimburse third-party installation costs. We encourage you to follow up directly with Swimline to explore any reimbursement options they may offer for related expenses.

• Initial Complaint

  Date:06/10/2025

  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 bought a pool pump (over $420) from Leslies in July of ********************************** They then closed the pool in September and came twice recently to open the pool. On the first visit the technician realized that a piece of plumbing needed to be repaired and that the Vari-Fo Top Mount Mult needed to be replaced. I ordered both items from Leslies (over $300). The technician had the pool pump on because that is how he realized there was a plumbing problem and the pump problem. Once I received the items, I had another technician come to do the repairs and finish opening the pool. He proceeded to tell me the pump was not working. It was working when the previous technician was at my house. It was obviously broken during the repair. The technician told me to go to the store and tell the manager, ****, what the issue was. He said Leslies would send someone to fix the pump. I explained that I could not uninstall that pump. It is not something I am able to do. He reassured me that I wouldnt have to and he left. I then had to drive to the store where **** told me I had to uninstall the pump, bring it into the store and then I had to reinstall it. That is not possible. I called the 800 number and they told me I would have to pay for a service call to have this occur. So, I spend the money for the opening ($478), the pump money, the replacement items money, which is around $1.218 and I have to spend more and my pool is not open. This is not my problem. The technician was here and should have uninstalled it. I should not have been charged for an opening when my pool was not open, and this should not be my issue because Leslies installed the pump, sold me the pump, and then proceeded to break the pump. If there was a part in my car that broke under warranty, could you imagine the car company telling me to uninstall the part, bring it to them for them to repair and then go back to get the item and then I had to reinstall it? That is what is happening here.

  

  Business Response

  Date: 06/13/2025

  Please see a breakdown of our findings when reviewing this case: 

  
  Call #********
  First Visit (5/27): Technician ******* performed a standard pool opening.
  Noted failed PVC connection on pumppump could not be tested.
  Found multiport valve seized; advised customer and helped order replacement parts.
  Call was placed on hold pending part arrival.
  Technician explained that the pump was improperly installed and not self-primingunsuitable for current setup. We did not install the pump.

  Second Visit (Same Call #********): Technician ******* returned to install parts and complete the opening.
  Discovered pump motor was seized during flow check.
  Customer was advised to contact the store regarding potential warranty claim.
  Service could not honor warranty due to improper installation and non-manufacturer defect. We did not install the pump.
  Customer signed off on completed work; total charge: $477.95.

  Pump Issues:
  -Not installed by Leslies.
  -Incompatible setup (non-self-priming pump trying to draw water against gravity).
  -Likely damage due to dry running over time, not recent technician activity.
  -Seized motor is not a manufacturer defectnot covered under warranty.
  

  Communication & Documentation:
  -Technicians provided 30-minute call-aheads both times.
  -Work was clearly documented with photos and signed service paperwork.
  -Customer was informed verbally and in writing of findings, charges, and next steps.

   

   

   

   

• Initial Complaint

  Date:06/03/2025

  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.

  On may 07th I purchased a 24ft swimming pool kit from ****** online. I received the order and had to wait 5 days before I was able to install due to getting my area leveled and sand poured in. When we started with the install several screws were missing and 2 of the metal tracks that the wall sits on were also missing. I emailed Leslies with zero response. I have a friend who had the same pool and he had parts from the he too it down so he gave me some of the parts I was missing. We then proceeded to install the liner which arrived in a open package and clearly was not only the wrong liner but also it was of very poor quality. Again I contacted Leslis with zero response from the company. We proceeded on installing the liner so we can enjoy the pool and nothing but issues with it. The liner had 1 hole and a small area of the seam that rests on the cove was separated. We didn't know this until we started filling the pool and noticed a lot of standing water. We had to drain the pool which already was have full costing us money to fill. At this time I received a email to take a survery from leslies and I gave them a bad review. This is the only time they actually contacted me back. I emailed a person named ******* *. with a picture of the box as she requested. I then received several emails from a person named ***** s who requested several pictures of the bad liner, the hole and the seam separated. I even provided them video. may 28th was the last time ***** emailed me and since I have heard nothing from them. I had to patch the hole, the seam and started filling it up. I should not have to make repairs on a brand new liner and the company has stopped all communication with me. ***** gave me a case#******* and I have emailed back several times but zero response

  

  Business Response

  Date: 06/09/2025

  Dear *****,
  Were sorry to hear about your experience and truly appreciate you bringing it to our attention.
  After reviewing the matter, we can confirm that a replacement liner was overnighted to help resolve the issue. According to *****, it was delivered on June 5, 2025, under tracking number 881775180551.
  We sincerely apologize for the frustration this caused, and were glad we were able to resolve it for you. If theres anything else you need, please dont hesitate to reach out. Thank you.

  Customer Answer

  Date: 06/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:05/07/2025

  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.

  Subject: Urgent: Request for Refund and Complaint Call#********, Store#*** Dear Complaint Manager,I am writing to formally express my concern regarding a recent service visit from your technician, ******, from Leslie's Pool (Call#********, Store#***), who came to my home yesterday to address an issue with my pool pump.Unfortunately, the service was unsatisfactory. The technician spent less than 10 minutes on-site and provided no repair or diagnostic service beyond telling me that the pump needed to be replaced. Despite no actual work being done, I was charged $178.71.I do not believe it is fair or appropriate to be charged this amount for a visit that resulted in no meaningful service or resolution. I am requesting a full refund for this service call. And I have been a loyal customer of ******************** since *********** get in touch with me as soon as possible at ************. I would appreciate knowing where I can formally file this complaint if necessary. Thank you for your prompt attention to this matter.Sincerely,******** ***** ********************************************************************* Cell Phone: ************

  

  Business Response

  Date: 05/08/2025

  Our Service Manager has reviewed the case and spoken with the customer. He informed the customer yesterday that the best we can offer is to honor the $99 installation fee and waive the second trip charge if the customer chooses to proceed with a new pump. We have time-stamped documentation showing that our technician thoroughly troubleshot the existing pump. The current pump is four years old and requires a new power end, which is why an estimate for a full replacement was provided. The amount the customer was charged is accurate and not eligible for a refund.

• Initial Complaint

  Date:05/05/2025

  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.

  On April 8th I recieved from ****** Pools the item I purchased an IAQUALINK 3.0 UPGRADE KIT, and scheduled ****** Pools to intstall. Ive called on, April 14 ,,April 21st, April 29th, April 30th, and May 5th. because the ****** intstaller could not complete the installation and I am unable to use the an IAQUALINK 3.0 UPGRADE KIT. In each of my calls they promised someone would get back to me from dispatch and put me on the schedule to complete the job and I would be contacted. by email and text As of May 5th none have happened. The offshore call center for customer care says it not thier job and I must wait for the scheudling ***** This is one of the worst cases of customer care I have experienced. ****** was sure to take my money but after that they were a now show.

  

  Business Response

  Date: 05/13/2025

  We sincerely apologize for any frustration this situation may have caused. We have spoken with the Service Manager, who confirmed that he has personally addressed and resolved the concerns.

  Customer Answer

  Date: 05/14/2025

  the company came out and did the service call. However the next day the system did not work. I am frustrated with the options I was given to get the system working correctly.

  

  Business Response

  Date: 05/16/2025

  Our Service Manager visited the customers property to investigate the issue. It was determined that the main problem was a weak Wi-Fi signal, as the router is located on the upper floor on the opposite side of the house from the pool equipment. Although the connection was eventually established after several attempts, a Wi-Fi extender was recommended for a more reliable connection. This is a Wi-Fi connectivity issue, not a problem with the pool equipment or installation.