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Business Profile

Pool Equipment

Best Pool Shop, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Equipment.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/09/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered parts for a pool vacuum online after listing says original baracuda parts. The parts come in an envelope with no factory packaging and were damaged. Contacted seller and sent pictures but was told that is how they come. After returning was charged a restocking fee for damaged counterfeit parts. Ordered original parts from a reputable supplier and item come in a factory sealed bag that says "Baracuda Original Parts" and the tracks also come with no damage.

  • Initial Complaint

    Date:07/01/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a replacement pool filter from best pool shop for $319.99 on June 5, 2024. The order was shipped from best pool shop via ***** with a signature required upon delivery. The order was shown delivered and signed for on June 12, 2024. However, there was ***** at the property that entire day who could have signed for the package and the package was nowhere to be found thereafter. The ***** signature was spelled wrong and not the way anyone from the rightful receiving party would spell the signature and was typed in digitally. There are no photos available from ***** showing the package delivered at the delivery location and no wet signatures either. We suspect the ***** driver may have fraudulently signed for the package and either did not leave the package on location or the package may have been stolen. ***** is willing to take responsibility for a lost or stolen package so long as the seller reports the issue. The seller has been extremely uncooperative and condescending in terms of doing anything to help resolve this issue. They have gone so far as to decline numerous attempts at me reordering the part that i still need to fix the pool even when full payment was rendered. They are accusing me of lying when in fact it was ***** who signed for a package on location that is reportedly missing.

    Customer Answer

    Date: 07/01/2024

    ******

  • Initial Complaint

    Date:12/12/2023

    Type:Product Issues
    Status:
    Unanswered
    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 have Purchased Aug 10, 2023 Pentair ****** 180 Degree 3-Port Pool And Spa Valve Actuator through two transactions a-Order ID: *******************, Merchant Order ID: ******, amount ******* b-Order ID: *******************, Merchant Order ID: ******, amount ******* we were reselling on amazon and they have sent fake unauthentic replica of pentair instead of original product. When we tried to sell on amazon , amazon has suspended our account due to fake products. We contacted the merchant and upon complaining amazon as it was paid through amazonpay they have sent us return rma and we have sent them products through **** label **** **** **** **** **** **** 18 Delivered Delivered, In/At Mailbox ********, ** ***** October 20, 2023, 1:03 pm but after delivery of products they have refused to refund our amount and not even returning back our products

  • Initial Complaint

    Date:06/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 5/7/23 I purchased online a Pentair iChlor 30 #****** Flow Switch for $69.49 from Best Pool Shop's website. At the time of purchase I was not notified that a licensed pool technician would be required to install the part to maintain the manufacturer's warranty. A few days later I received the part and carefully followed all instructions to install the part. The installed part worked fine for a few days, but then the system again indicated a faulty Flow Switch. As the part was brand new, was carefully installed, and was working fine for a while I expected to call the store and get a new part. However, in emails with Best Pool Shop I was continually told to have the licensed technician who installed the part contact the manufacturer for resolution and the store refused to help in any way. I then called the store to discover where in the website consumers were told that a licensed technician was required. The store owner instructed me to read the ****************** section of the website, which I did. However, I could not find any mention of the requirement for a licensed technician anywhere in their website. The owner was very abrasive and abusive and turned to foul language in the conversation. In fact, if you read the store's negative ****** reviews there is consistent abuse of anyone that complains about the store or its owner's abrasiveness. The owner has consistently not resolved issues in favor of any consumer. I am requesting refund of $69.49 for a faulty part and for failing to inform consumers that only licensed technicians should install electronic pool parts and ask that the store add important information (like 'Must Be Installed By Licensed Technician') prominently on items with restrictive covenants.

  • Initial Complaint

    Date:03/02/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    These guys are dishonest. I returned an item that was incompatible because the wrong circuit board was sent. The seller then attempted to keep my money even though they got the return, lying and saying the item was used. I had to dispute the charges with my credit card. Seller is a liar. He even called me to verbally abuse me. And after all that he found where i worked and placed 2 fraudulent negative reviews on my website, without ever being a customer of mine.

  • Initial Complaint

    Date:02/14/2023

    Type:Product Issues
    Status:
    Unanswered
    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 returned an item for a refund as per the instructions of best pool shop ,And I never received my refund called and emailed several times all I get is we dont have your return. I know they have my return back by now and they refused to refund my money . This is my last resort to resolve the issue with them. Not sure why a big company like this is trying to my $25.00 I have so much more that I want to buy but will not deal with them anymore.

    Customer Answer

    Date: 02/24/2023

    This is my proof in writing please let me know if you need anything else. Thank you 

Best Pool Shop, Inc. is NOT a BBB Accredited Business.

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