ComplaintsforLeslie's

• Initial Complaint

  02/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 10 ***************** a store branch to purchase chemicals for a family members pool. Having had my pool pump just stop operating in the last week I was interested if the model I have was available and pricing. Id had 3 estimates done in the days prior to me visiting this store. When the worker walked in I asked about pricing and availability to which they retrieved information off the computer saying I needed to order my particular pump. The price was about the same as other estimates had shown to which I said wow theyre so expensive. The clerk agreed but said if I purchased the pump through Leslies installation was free and proceeded to show me an invoice for an install of the same pump for another customer for $2200 which was the price of the pump plus tax only. I had an estimate being done that same day from another company so I waited until I got that price before reaching out to Leslies for an estimate. After speaking to a rep from the local store I was told that was a promotion and will no longer be honored and that it ended on the 15th. I was in the local store to get an estimate on the 16th. However I inquired on the 10th. Leslies should have honored the free install as I was never told it was a promotion and absolutely no signs were posted that it was only valid for 5 more days.

  

  Business response

  02/27/2024

  Can you please advise if you have purchased the pump that you wanted installed?

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pump malfunction, pump went out while pool had been running 24/7 while a cold snap started on 1/13/24 pump stopped working on 1/16/24 while pool was on. On 1/17/24 drained filter cartridge, unplugged **********. running water emptied out which is the way equipment sat until I was told a service call would be required to determine if their pump was under warranty. Could have easily removed and taken to store myself. Then they wait two days to come out in 10 degrees weather in the morning only to find a very small amount of ice enclosed.This is there determination that the pump was frozen and therefore not available for warranty. However no other ice was there when I drained the rest of the equipment and the little amount left in the pump I didnt remove with a cup was water until it sat in the freezing weather on the night of 1/19/24 at 10 degrees. Total nonsense other them just ripping off there customers.

  

  Business response

  01/23/2024

  Our service team stated the following: The service call was created on 1/17/24 and when the technician arrived on 1/19, he observed ice still in the impeller which is consistent with the temperatures being -1F to -3F at night during the days leading up to 1/17. On 1/17/24 and 1/18/24 the temperatures raised up to 44F and 47F during the day, so that would allow some of the ice to start to melt. On 1/13 the low temperature was 2F with a high of 20F which is also consistent with the incident being freeze related.

  Customer response

  01/25/2024

  I was hoping I could receive a better explanation from Leslies. Their technician was immediately trying to void the warranty when he showed up at my house. First he said that the electrical was wired incorrectly and that was why my pump failed. I explained that I have had the pool inspected and the wiring was fine. Then he realized the freeze guard was overriding my timer and apologized that he was in correct.
      I explained that the pool had been running 24/7 just as in previous years through harsh temperatures, since my overflow from my hot tub, I can tell if water is being restricted.
  The water was flowing over and therefore not below freezing when the pump started sounding like the bearings were going out on the morning of the 1/16. The pump continued to run making this noise until it stopped around 8:00 pm . At this point the pool sat all night in a deep freeze. The next morning I uncorked all my plugs and drained my pool equipment.
  All water flowed out unfrozen. So I would like and explanation on why there pump failed when the water was not below 32 degrees.
  These pumps are supposed to be designed to run year round. 
      When technician came out after the pool had been not running for 2 1/2 days of course there was a small amount of frozen left over water which amounted to less than a 1/8 of a cup and wasnt frozen just slushy.
       Their intent was to not warranty their product and this is unexceptionable.
  My pool has ran open over 20 years in the harshest weather and never did a pool pump fail because it was cold.
        Please have them how a pool pump fails when their is no freezing water flowing through it. And also why all my other equipment wasnt frozen at all. It makes no sense.
       I appreciate any help I can get , since they are adamant to warranty their product.
  *******************

  

  Business response

  01/30/2024

  We can only report finding from our onsite team. If the customer needs additional information, they will need to contact the manufacture directly as per our company policy, we are not a warranty provider. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Jacuzzi **** pool pump from Leslies on 5/18/2021. Had Leslies install the pump so the warranty would be valid. I was told that if Leslies installed the pump the warranty is 5 years. I paid the **** for install and pump. On Jan 3 I went out and my pump won't turn on. I called Leslie's pool to come out and fix it. They told me I needed to call ******* . I called ******* and get know response . I talked with **** at Hayward, she says it Leslie's that is responsible. ***** and myself did a three way call. It was myself, **** from ******* and **** from Leslies pool. What I got from the call was that no one wanted to take responsibility for fixing the pump. I call both companies everyday. I have been to other pool stores and everyone tells me that they hear the same complaint weekly. I bought this pump from Leslie's so if I had a problem I would have a company that cared.My pool is green. My pump is covered for 5 years through Leslie's pool perks and 3 years through Hayward . I can't get either company to fix it. All I want is to get it fixed or replaced. I did everything Leslie's pool asked to have a valid warranty. But still have a pump that doesn't work.

  

  Business response

  01/19/2024

  District Manager ***************************** contacted ************** and worked along side ******* to get a technician to the property early next week. The District Manager also approved the store in the area to provide the chemicals needed to clear the pool as much as possible until the pump gets running. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order: WLP0978407 In April/May of 2023, my mother decided to purchase a pool from Leslie's Swimming and Pool Supplies. This was after careful deliberation and help from the customer team in choosing which pool would be best. When she bought the pool, they assured her that the pool came with video directions and if needed, she could hire a company in the area to build the pool for her. They also said she had 30 days to return the pool if it didn't work out. What they didn't say was:1. She needed a DVD player for the video directions 2. Building the pool required at least 3 men or more to put together 3. She had to buy extra tools to put pieces together 4. She needed to prep the land and buy extra equipment for that 5. That no company within an hour of our home would be willing to install this pool 6. Any company that was willing to build it had a few weeks long waitlist 7. That by the time my mother exhausted her efforts in trying to build this pool, it'd been 2 months and past the date of return.This entire project was an absolute waste of my family's time, energy and money. We were so excited to put the pool together and thought it was a simple build like the one we used to have for 10 + years. We received no help or guidance from Leslie's Pools once the purchase was made. My mother is 63 years old and they completely took advantage of her. When I contacted them about returning the pool, they said the pool needed to still be in it's original packaging. We put all the pieces together, taped and wrapped them up as best we could but they are not in it's original packaging. They are advertising and making promises about the pool experience they can not deliver. They made it seem very easy and accessible for the lay person to build a pool but this is not the reality. They are scamming people into buying pools they can't build and when they figure it out, it's too late to return. This is fraud and completely unacceptable from such a reputable company.

  

  Business response

  12/12/2023

  This order for the pool package is unreturnable. It is past our 30 day return policy and unable to be returned in the original packaging. 

  Customer response

  12/12/2023

  This is very poor customer **********************. I tried returning the pool months ago and have already explained why we did not return it within 30 days. Your company is scamming people by convincing them to buy something they are not equipped to build and then giving them an unreasonable time limit to fulfill the project or return it.

   

  According the Leslie's Code of Ethics, "

  The Company's policy is to promote high standards of integrity by conducting its affairs honestly
  and ethically.
  Each director, officer and employee must act with integrity and observe the highest ethical
  standards of business conduct in his or her dealings with the Company's customers, suppliers,
  partners, service providers, competitors, employees and anyone else with whom he or she has
  contact in the course of performing his or her job."

   

  We chose Leslie's Swimming Pool for this reason and unfortunately, you have not upheld your side of the promise.

  A 30 day period to return the pool in its original packaging would mean that we never tried to build it and stick with the purchase. We exhausted our efforts to try and build this pool, giving Leslie's Swimming Pool our support. Instead of the support being reciprocated, your company has turned it's back on our family. 

   

  Where is the integrity and high standards of ethics?

  

  Business response

  12/19/2023

  We do apologize for the frustrations you experienced. However, we are not able to return a product that has been opened, partially installed and /or not in the original packaging. Our return policy can be found here for reference: **************************************************************;
  

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leslie's Pool has had my pool pump and motor for almost a week and promised to replace the motor and install new seals in the pump. I called today and the employee said he didn't know anything about my pump and motor (I gave it to him a week ago in person) and said his manager, **** would not be in until Tuesday. I asked to speak with the regional manager but he said he didn't know his name and hung up. I am concerned my pool will become contaminated without running for over a week and cannot receive my fixed pump and motor.

  

  Business response

  12/14/2023

  The District Manager and Service Manager in the area are working on a resolution for the customer. 

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against ********************* and Spa regarding the purchase and installation of a Pentair pool heater. I believe my experience with ********************* and Spa highlights several concerning issues, including poor customer **********************, misleading sales practices, and a refusal to honor the warranty on the purchased product. On February 2022, I purchased a Pentair pool heater from ********************* and Spa's physical store. The sales representative assured me that this product was eligible for a warranty, and I proceeded with the purchase. The heater was installed a few months later because I had to add propane line and tank at the cost of about **** dollars. Unfortunately , the heater ceased working just over a year after installation, well within the warranty period of purchased in store and not online, which was the case. Upon contacting Leslie's for warranty service, they were unable to give me appointment for service. I reached out to another pool company who said to contact pentair, I was shocked to be informed that my warranty was considered invalid because the product was sold "online." This contradicted the in-store purchase I had made. To further investigate this discrepancy, I consulted with my local Leslie's store, which confirmed that ********************* and Spa is not an authorized Pentair retailer, they stated it ended in January. This confirms that I was misled during my purchase. When the technician from a reputable local pool company finally arrived to inspect the heater because I could t get an appointment with ******, they noted that it was rusted, not installed properly and beyond repair. This was deeply concerning . I feel that ********************* and Spa has not only misrepresented themselves as an authorized Pentair retailer but has also demonstrated poor customer **********************, failing to address my concerns in a timely and satisfactory manner. Additionally due to the improper install I will have to have work done, refund or replace please

  

  Business response

  11/07/2023

  We are actively working with the customer to get further details

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After scheduling and prepaying for a pool closing, the technician call from a number that indicated no caller ID, which I never answer. He left a voicemail that he was on his way to preform the closing. He then called and left another voicemail that he could not preform the service because he didnt have the proper equipment.When I called the service number listed and talked to a girl that I could barely understand, I was told that there was nobody that I could talk to about this. The technician **** could not be reached because of his no caller ID status.

  

  Business response

  11/02/2023

  This has been escalated to our dispatch team and the appt is scheduled for tomorrow 11/03

  Customer response

  11/02/2023

  
  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

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a service appointment with Leslies to clean and winterize my pool. Their website says to have chemicals on hand which I did. I never was informed that I needed to purchase a pool closing kit. They never told me they dont vacuum your pool and when I came home all of the tiki torches around my pool were thrown on the ground. I asked for a refund but was denied so I spent $300 for them to remove the ladder from my pool. They put the cover on but Im going to have to remove it because now I need to clean and winterize my pool.

  

  Business response

  11/02/2023

  We have provided a link below available on our website, we do not clean or vacuum pools. ***************************************************************** Do you have photos of the property after the service?

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/17/23 I made a return to Leslie's Pool Store of an item I never used. I had previously made a cash purchase & I was told they did not do cash back for returns nor could they do it back on card. They had to do a corporate check I should get in the mail after 2 weeks. I returned my item. It has been 2 months & until today I have not received my money back. Have not received a check in the mail. I have gone in store multiple times, I have called their customer case number multiple times as well. They keep telling it is beign processed but no other information. I have been very patient but it is ridiculous the amount of time they are taking to supposedly process a refund check. I am only asking for my money back as soon as possible for the return I made in store. Thank you for your help in this matter.

  

  Business response

  10/23/2023

  Check ****** was cut on 10/18 and mailed on 10/20. It is standard shipping and can take up to 7 business days to receive the check 

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cant get them to honor the warranty on a pool pump l purchased and had installed by them. It stopped working less than a year after installation, and has a two year warranty! They keep giving me places to call and none of them will repair the problem!

  

  Business response

  10/17/2023

  Our store 547 is in contact with the customer regarding the warranty details. 

*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. ↩