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:07/17/2025

  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.

  Intex has the WORST customer service and customer service policies Ive seen in a long time! I purchased a pool and I purchased a pump. I didnt receive half the parts stated to be in the pump package and instead of sending them to me they said these ESSENTIAL parts that are needed to connect the pump and pool together were extra and I had to buy them in addition to everything else purchased or none of it would function properly

  

  Business Response

  Date: 07/18/2025

  Were sorry to hear about your recent experience and truly understand your frustration.
  As noted in the photo you submitted with your email inquiry #******, when a pool and pump are purchased separatelyas opposed to in a bundled setthe connection parts required to link the two are not included. These parts must be purchased separately, as they vary depending on the specific pool and pump models.
  Your order #********* was placed on July 8, 2025, shipped on July 9, 2025, and delivered on July 17, 2025. This delivery falls within the estimated timeframe stated in the terms and conditions of your sale.
  We apologize for any confusion and inconvenience. While were unable to reimburse you for the additional order, we appreciate your feedback and will continue working to make our product information as clear as possible.
  Thank you for giving us the opportunity to clarify.

• Initial Complaint

  Date:07/14/2025

  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 July ****** we purchased a intex pool from *******. We spent the next 8 days putting it up and filing it. When the water reached the window that goes around the pool I saw it was leaking. The companys only remedy.was to send a replacement liner. We end up paying the water bill for an almost 6000 gallons for a defect of their product. Since I have now read all the reviews on this pool I know the company has to be aware this is a manufacturing defect and these pools are prone to have this type of leak. Trying to offload a defect product instead of taking them off the market is very unamerican ! Why should I pay for the 6000 gallons of water? I bought a new pool that I believed was in perfect condition.,

  

  Business Response

  Date: 07/15/2025

  Thank you for reaching out and sharing your experience. We understand how disappointing it can be to encounter an issue with a new product, especially after the time and effort put into setting it up.
  

  Please note that our products are covered by a limited manufacturers warranty, as outlined in the owners manual. This warranty covers manufacturing defects and allows for the replacement of defective parts, such as the liner, once a valid proof of purchase is provided.
  

  As indicated in the manual, we do not reimburse for water loss or utility expenses, even in the case of a defect. We truly regret the inconvenience this has caused and appreciate your understanding.
  

  If you would like to proceed with a replacement, please contact us via chat at intexcorp.com or by phone at ************. Our team will be happy to assist you.

• Initial Complaint

  Date:07/08/2025

  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.

  The pool was delivered with multiple, irreperable defects; namely, there were multiple punctures in the inflatable ring and vinyl prior to the professional leveling of the ground for the 18' x 48" inch pool and attempted fill which were only discovered on our several failed attempts to fill the pool in pursuit of the intex quality i knew and grew up with in my backyard with no issue.

  

  Business Response

  Date: 07/10/2025

  Were very sorry to hear about the condition of your pool and the frustration you've experienced. We understand how disappointing it is to receive a product with defects, especially when you've chosen Intex based on positive past experiences.
  

  Based on your message, it appears you are seeking a refund. Please note that as the manufacturer and distributor, Intex provides a limited manufacturers warranty which covers defects in materials or workmanship. When warranty requirements are met, we may offer a replacement for the defective product.
  

  However, refunds can only be processed by the original seller. Since your purchase was made through ******, we recommend contacting them directly for refund assistance.
  

  If you are interested in a product replacement, wed be happy to help. Please contact us via live chat at intexcorp.com or by phone at ************. When you reach out, be sure to have your order information and model number ready. If you need help locating your model number, please click on this link ************************************* guidance.
  

  We sincerely apologize for the inconvenience and appreciate the opportunity to make this right where possible.

• Initial Complaint

  Date:07/07/2025

  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.

  Intex Purchased June 22nd Order number ********* Purchased item Metal Frame Above Ground Pool - 8' x 30"28290EH1$89.99 I attempted to assemble this July 4th, but was unsuccessful, as I was missing joint parts and instructions to complete this. Thankfully I found instructions online, but I'm missing the safety signs that need to be added to the pool, this makes me feel as if it was a returned item. On July 7th, i attempted to call customer service, but was unsuccessful, you can only reach them through chat. After chatting with Marilout for almost an hour i was informed I had to submit a warranty claim and the warranty would need to be approved but most likely wouldn't because warranty doesn't cover joints. I wasn't offered to return the item and when I requested a manager, I was unable to speak with one because they were on other calls and after that I was dismissed from the chat saying nothing has changed about the warranty. I don't understand why? I would need to do a warranty on a new product! I wish i would have never purchased from intex. They advertise nice looking pools but when you receive it with issues they will not commit in resolving it.

  

  Business Response

  Date: 07/15/2025

  Thank you for bringing this to our attention. Were very sorry to hear about the difficulties you experienced with your recent purchase and the inconvenience caused during the assembly process.
  

  We understand your concerns and frustration, especially when receiving a product with missing components. Please know that all of our products are shipped as new and unused. If any parts are missing, the warranty process is in place to help resolve these situations by providing the necessary replacement parts.
  

  As our consumer service agent explained, a warranty claim is required to ship any replacement parts, including joints. This process ensures accurate documentation and shipping details, and is a standard part of our support procedureseven for new products.
  

  If you still need assistance, please contact us so we can work together to ship the parts needed to complete your setup. You can reach us via chat at intexcorp.com or by phone at ************. Were here to help and want to ensure your pool is ready for use.

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23565243
  
  I am rejecting this response because: I have yet to get this issue resolved, aftet spoking with supervisor, ***** ******** I understand why the employees perform the way they do, attitude reflects leadership! Then, I was informed I would get a call from her supervisor and have yet to receive it.

  The only form of communication is chat, again the phone calls say no agents available. On the chat I get the run around trying to speak with a manager. I really hope thus company does what they say they'll do and stand behind thier products! 

  Please. have ******* supervisor give me a call. 

  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/24/2025

  Were truly sorry for the experience youve had and understand how frustrating and disappointing this has been. You deserve better, and we apologize for any inconvenience or stress this situation has caused. Per our recent phone conversation, we will be shipping out the item(s) needed to complete your pool set. We genuinely appreciate your patience and are committed to resolving this for you as quickly as possible.

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  ***** was a big help in making this happen, please acknowledge her had working effort to correct this issue! Thanks again! 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/02/2025

  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.

  We bought an above ground pool. 24x12x52" metal frame rectangle pool ordered from LOWES. We purchased on 7/3/2024 .. picked it up on 7/9/2024, set it up end of July. We then decided to drain it beginning of Sept, as no one was using the pool. As it was draining, everything was fine until 4 hrs of draining and we noticed a tear/rip in the upper liner. We called the company, Intex Pools, in Oct. as the liner has a 2 year warranty, and were told to box it up, ship it to them and they would put a patch on it. First, its under a warranty and I don't want it patched. Second, it would have to go by freight because its about 200lbs!! They refused to send a replacement liner. We have given them everything they have asked for; model #, item #, type of pool, pool size. The liner sat on the ground from Sept 2024 to April 2025. At that time, since they had refused time and time again to replace it, we had to get rid of it. We live in the ************* and this is snake season. I don't need them hiding under a useless pool liner. I have sent them numerous emails since May, as a last attempt for them to honor their warranty and its the same thing... model number - they have it! Now they want info off the pool liner. They know I don't have that liner anymore as we were not sending it by freight (Too costly) and now want numbers off the liner to say that the purchase is legitimate and its the right liner? Makes NO SENSE. They know what liner goes to what pool. They are refusing the warranty. I need help!!.

  

  Business Response

  Date: 07/10/2025

  Thank you for reaching out, and we sincerely apologize for the frustrating experience youve had with your pool liner and the warranty process. We understand how disappointing and inconvenient this situation has been, especially given the size of the product and the effort youve already made to resolve the issue.
  

  Intex offers a limited warranty against manufacturer defects, and for Ultra XTR Frame Pools, the warranty is valid for 2 years from the date of delivery. As outlined in the owners manual, a valid proof of purchaseincluding order and delivery confirmationis required for any warranty claim.
  

  We have thoroughly reviewed our records. Based on the information provided, we show one phone call on July 1, 2025, as well as a chat interaction. In addition, through the 10 email inquiries submitted between May 20, 2025, and July 7, 2025, our team communicated the need for both the model number (printed on the pool liner) and your order and delivery confirmation. Unfortunately, we have not received those details, and as of now, we have no record of your order or delivery confirmation in our system.
  

  The model number is essential for processing a claim and locating the correct replacement liner, as product specifications and framing may vary between seasons. Without this information, we cannot proceed with a replacement under the warranty.
  

  While the owners manual notes that you may be directed to return the product as part of a warranty process, we have no record of anyone from our team requesting that the pool set or liner be returnedas this is not a requirement for a first-time replacement.
  

  We truly regret that we are unable to move forward with your claim under the current circumstances. Your feedback has been noted and shared with our internal team to help improve future service.

• Initial Complaint

  Date:06/30/2025

  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 an air mattress from *********** for delivery from my local store. The mattress contained numerous holes in it straight out of the box. All holes were found along a crease line that was formed after the mattress had been packed into the boxalmost like the mattress material wasn't fully cooled before it was bent and folded. Intex includes some patching material with each new mattress, but there are more holes in my mattress than patching material to cover it. I contacted Intex about it and they never contacted me back. I contacted *********** nextthey refunded the mattress, and notified the store to remove remaining stock off the shelf. After receiving no response from Intex, I reached out a month later, because I still didn't have enough patching material, nor did I want to pay Intex any more money, given a defective product and awful response. Intex offered me absolutely no resolution for A) the mattress sold to me bearing "it's not leaking" near the pump, even though mine absolutely was leaking from inflation #1, B) including less patching material than there is hole-ridden surface area to cover, and C) not responding to my initial complaint, requiring me to reach out to them twice, only to have them tell me they couldn't help with anything at all since a refund was provided by *******. Intex told me via chat "this happens, sorry about that" and didn't even offer a solution to fix the defects that my mattress arrived with. My primary complaint is that shipping charges for Intex are astronomical no matter what is ordered, so I should AT LEAST be given a waiver for shipping to purchase a new product, if not sent more patching material at no cost to me, ESPECIALLY when marketing materials indicate "relax, air mattresses stretch. it's not leaking." I can't relax on this mattress because it's been leaking from day one through holes created during manufacturing. Intex determined they don't need to do anything to fix their mistake since someone else did.

  

  Business Response

  Date: 07/10/2025

  Thank you for sharing your concerns. Were truly sorry to hear about the condition of your air mattress and your frustration with the experience.
  

  All Intex airbeds come with a limited manufacturers warranty valid for 90 days, 180 days, or 1 year, depending on the model. If a product is defective within the warranty period, we ask customers to contact us directly by phone at ************ or via chat at intexcorp.com so we can assist with a warranty claim.
  

  For your reference, email inquiry #***** sent on 4/15/2025 was responded to on 4/16/2025, and follow-up inquiry #****** sent on 4/16/2025 received a response on 4/17/2025. We apologize if those responses did not address your concerns as thoroughly as you had hoped.
  

  Since ******* has already issued a full refund for your airbed, we are unable to offer a replacement or additional patching material, as the case is considered resolved on our end. However, we understand your disappointment and appreciate your feedbackit helps us improve both our products and service.
  

  If you need assistance with any future Intex products, please dont hesitate to reach out directly. We're here to help.

• Initial Complaint

  Date:06/26/2025

  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 have tried to contact and text about a replacement part for an easy set pool with an inflatable ring that I purchased Last Summer the cap for the inflatable ring is missing I called to get a replacement part and they are trying to sell me either a brand new pool or an entire new liner for a $2 piece of plastic that is literally sold in Amazon and all over the Internet they also couldn't tell me the size of the cap which again it's their company they should really know the size of their products but again I can't be the only person that this issue has ever happened to so I don't know if everyone is just a sucker and willing to pay $200 to $500 to replace a $2 piece of plastic but every time I call they refuse to put me through to a supervisor they provide no help at all they're rude and they don't have a simple $2 part as a replacement they try to make you pay $200 to $500 for a tiny piece of plastic it's like the kind of cap that goes into one of those inflatable beach ***** that stops the air from coming out they want me to buy a whole new pool or at least a whole new liner for that which is completely ridiculous I don't know how they don't sell a simple part like that or at least have the information readily available for people so they can buy it elsewhere again it wasn't a cheap $2 product it's a pool it cost me over $500 and now they're trying to make me spend the same amount of money or $200 if I just want the liner I want none of these things I just want the stupid plastic cap that they can't sell me separately even though they make the pools so that part comes separately before it's installed and even if they couldn't sell it to me they should at least know the size of it so people can buy it elsewhere

  

  Business Response

  Date: 06/27/2025

  Thank you for reaching out and sharing your experience. We understand how frustrating it is to need a small part and be told a full replacement is requiredespecially after investing in a pool like this.
  

  Weve reviewed your calls and can confirm that our customer service agents explained that, unfortunately, the cap for the inflatable ring valve on the Easy Set pool is not available as a separate replacement part. Any damage to that valve would regrettably require replacement of the entire pool. We understand this isnt the resolution you were hoping for, and we sincerely apologize for the inconvenience.
  

  Our agents also explained that, as an inbound call center, they are unable to transfer calls directly to a supervisor. Instead, we follow a callback process to ensure each request is addressed in the order received. Your request was submitted, and our **************** Manager attempted to contact you on 6-27-2025; however, you indicated it was too late to proceed.
  

  We appreciate you taking the time to share your concerns and thank you for being an Intex customer.

• Initial Complaint

  Date:06/18/2025

  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 last year at the end of season because I noticed the current one had a leak. I saved parts from the old pool just in case but set up this new pool yesterday. When I opened the sealed box I noticed that one of the hoses was broken on arrival. Contacted and told we are out of luck because we didnt set the pool up within 90 days. Well, this would have been a waste of money and water since it was fall by the time we got this. Poor customer service.

  

  Business Response

  Date: 06/20/2025

  Were sorry to hear about your experience and understand how frustrating it is to discover a broken part when setting up your pool. Weve searched our records and were unable to locate any previous contact under your name, number, or email. Please reach out to us via chat at intexcorp.com or call ************ so we can assist you further.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23474696
  
  I am rejecting this response because:my husband and I both contacted this company. We were both on hold for over an hour. If you cant look up the last name and find either one of us in the call logs then you need new customer service. I am not willing to waste another hour plus of my life on call waiting just to be told that because we didnt open up the pool last year at the end of season even though it was brand new that you cant stand behind a product. Seriously, value my money and time. 
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 06/27/2025

  Thank you for your follow-up. We understand your frustration and regret the inconvenience you've experienced. To move forward, we do need to verify some details. While a phone call is the most direct option, we respect your time and also welcome you to contact us via chat at intexcorp.com or through our Contact Us page. We're here to help and hope to resolve this for you as quickly as possible.

  ****************************************************************

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23474696
  
  I am rejecting this response because:
  I contacted the company by email and they are telling me I am not covered by warranty because I bought this pool at the end of the season last year. That is ridiculous. Dont buy intex pools at the end of the season without wasting money on your water bill. If it doesnt work properly they wont replace it unless you fill it up practically the same day that you receive it. Dont. Just dont. 
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:06/18/2025

  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 am filing this complaint because a $500+ Intex pool liner failed under normal, minimal use in under two months and despite my efforts to maintain and protect the product exactly as instructed, Ive been left with a deteriorating pool and no meaningful support from the company.I purchased this pool on June 7, 2023, and set it up shortly after receiving it mid-June. It was used for only a brief summer period, then broken down, cleaned, and stored in a temperature-controlled indoor environment. I even purchased and used both the recommended tarp and a separate Intex pool mat as added protection. When reinstalling the following season, the slow water loss was still occurring a leak that could not be located and has only worsened.I did not contact Intex until just outside the formal warranty window. However, this was due to the very limited usage season (typical in the Northeast) and the initially subtle nature of the leak. Still, the bottom line is this: a well-over-$500 product should not deteriorate this quickly especially when used only briefly and stored correctly between seasons. This product did not even survive a single full cycle of seasonal use.I contacted Intex support again this year and was told that because I reached out just outside the warranty, there was nothing they could do except offer a 10% discount ($13.50) on a $135 liner. That response is unacceptable given that I followed all care instructions to the letter, went beyond recommended maintenance standards, and used Intex-brand accessories to protect the product.This is not a wear-and-tear issue it is a product integrity failure within a reasonable window of normal seasonal use. Consumers should not be penalized because their warranty technically lapses during months the product is not even in use. I am requesting a fair, good-faith resolution based on the poor longevity and quality of the product, not a technicality.

  

  Business Response

  Date: 06/20/2025

  Thank you for sharing your experience. We’re truly sorry to hear about the issues with your pool liner and understand how frustrating this has been—especially after the care you took in maintaining and storing it properly.

  The Intex 14' x 42" Prism Frame Pool includes a limited manufacturer warranty valid for one year from the original date of purchase. Based on your purchase date of June 7, 2023, the warranty has expired, and we are unable to offer a replacement under warranty terms.

  We understand this isn’t the resolution you were hoping for and sincerely regret the disappointment. Your feedback is appreciated, and we hope the discount offered helps in some small way.

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23477643
  
  
  
  I am rejecting this response because:
  
  Your response, which defers entirely to the expiration of a limited warranty, is legally and ethically insufficient. This matter is not simply a warranty dispute — it is a case of a product failing to meet reasonable consumer expectations and the standards of merchantable quality required under law.
  
  The Intex 14’ x 42” Prism Frame Pool, purchased for over $500, began leaking within weeks of initial use, despite installation on level ground, use of approved base pads, and proper storage in a climate-controlled indoor environment during the off-season. These conditions far exceed typical consumer use, yet the liner failed — suggesting a manufacturing defect or grossly inadequate material durability.
  
  Even if the written warranty has lapsed, your company is still bound by implied warranties under U.S. law, including:
  
  The Uniform Commercial Code (UCC § 2-314), which requires that goods be fit for their ordinary purpose, free of hidden defects, and consistent with seller representations.
  The Magnuson-Moss Warranty Act (15 U.S.C. § 2301), which protects consumers from deceptive warranty limitations and supports claims based on implied warranties.
  The Federal Trade Commission Act (15 U.S.C. § 45), which prohibits “unfair or deceptive acts or practices” — including advertising a product as durable when it fails under ordinary use within an unreasonably short time.
  
  The failure of a seasonal-use pool product within its first year, under ideal conditions, is not “normal wear and tear.” It is a breach of implied warranty and false representation of product quality. A 10% discount on a $135 liner does not even begin to make the customer whole — it is an inadequate and dismissive attempt to shift cost burdens onto the buyer for your company’s quality control failure.
  
  Therefore, I am formally rejecting your response as non-resolution.
  
  If Intex refuses to take further action — either through:
  
  A no-cost liner replacement, or
  A store credit equal to the cost of the original liner —
  
  I will move forward with:
  
  A detailed FTC consumer complaint
  Filing with my State Attorney General’s Office – Consumer Protection Division
  A Consumer Product Safety Commission (CPSC) notification (if any risk of leakage-related injury exists)
  And public product reviews to warn future buyers
  
  This situation goes beyond a warranty lapse. It is a matter of product liability, implied warranties, and failure to stand behind your product. You have an opportunity to resolve this matter in good faith. I strongly urge you to take it.
  
  
  Sincerely,
  Dennis Wickes
  
  

  

  Business Response

  Date: 06/27/2025

  Thank you for taking the time to share your concerns in such detail. We truly understand how disappointing it is to experience an issue after taking such care with setup and storage. While the warranty has expired and limits our ability to provide a replacement, we’ve documented your feedback and shared it with our team for internal review. We sincerely regret the inconvenience this has caused. At this time, the discount offered is our final resolution.

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23477643
  
  
  
  I am rejecting this response because:
  
  
  
  This generic and evasive response is not acceptable. You have deliberately avoided addressing the core legal issue: this is not simply about a warranty — this is about the premature failure of a product that should reasonably last beyond a single season.
  
  Your product began leaking after limited, proper use and careful indoor storage. This points to either:
  
  A latent manufacturing defect, or
  A failure to meet basic consumer durability expectations.
  
  You are attempting to use an expired limited warranty as a shield from responsibility, but that does not remove your legal obligations under consumer protection law.
  
  Let me be clear:
  This product’s failure violates the implied warranty of merchantability under UCC §2-314, which requires that goods be fit for their ordinary purpose.
  It also violates the Federal Trade Commission’s guidelines regarding reasonable product durability, even in the absence of an active express warranty.
  Your refusal to address this in any meaningful way — while offering only a token discount — may rise to the level of an unfair or deceptive business practice under 15 U.S. Code § 45.
  
  This matter is not closed. I am formally notifying you that I am forwarding this complaint to the following entities for review and further action:
  
  The Federal Trade Commission (FTC)
  The Consumer Product Safety Commission (CPSC) (if applicable based on material or safety concerns)
  The New York State Attorney General – Consumer Protection Division
  Public-facing consumer advocacy platforms and product review forums
  Retailers who carry your products to document your non-responsiveness to defective merchandise
  
  I will not “thank” you for ignoring your legal responsibilities. Your conduct speaks for itself. This final notice will be part of the public record and included in any future proceedings or regulatory actions.
  
  Sincerely,
  
  
  
  Dennis Wickes

• Initial Complaint

  Date:06/18/2025

  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.

  Pool pump broke - Was under warranty. Not even 2 years ****** pool dark water with algae - Could not open due to faulty equipment.Called Intex - They sent replacement pump. Had to wait a little over a week to get it.Pool pump replacement BROKEN!!! Called Tech support - **** says it's broken ******** ************** NO RESOLVE.....NO EMAIL - NO CALL BACK....NOTHING....Called ************ SECOND TIME.....Intex makes me cut cord, takes pics - jump through hoops - TO GET A WORKING PART? Really??Already lost 2 wks pool time. Intex PROMISED me that the claim would be approved quickly and new pump would be sent out immediately. Created a call back form for a supervisor to reach out to me. Claim was approved almost immediately.....Stupid me HOPES.....5 days later......Still NO WORD from INTEX....Called INTEX (now 4th time)NO PUMP - NOT SHIPPED NOTHING....Rep says it won't be shipped til JULY 1ST????!!!! Losing about a month and a half - not including time to get my water clear of pool time which is generally HALF THE POOL SEASON. While my pool water gets WORSE. INTEX DOES NOT CARE. NO PART NO REMORSE, NO RETENTION, NO ESCALATION - NOTHING!!!!!!

  

  Business Response

  Date: 06/20/2025

  Were truly sorry for the frustration and inconvenience you've experienced, and we understand how disappointing it is to miss valuable pool time due to equipment issues.
  

  Our records show that your pump was purchased on August 10, 2023, and you contacted us on June 2, 2025, to report an issue with the ***** A warranty claim (#******) was initiated, and the processing and delivery timeline were clearly communicated at that time. You reached out again on June 4 for assistance with submitting the claim and requested expedited service, which our agent explained was not available. The replacement was shipped on June 5 (Warranty Order #*********) and delivered on June 12, 2025, per ***** tracking 423210764936.
  

  On June 13, you contacted us to report an issue with the replacement unit. The process for a second claim was explained, including estimated timelines. You requested a management callback and followed up again the same day, agreeing to proceed with a second claim. Claim #****** was approved and processed on June 13, and the replacement shipped on June 16, with ***** tracking ************, scheduled for delivery on June 23, 2025. A member of our management team reached out and left a voicemail on June 18 with your order and tracking information.
  

  We sincerely apologize for the inconvenience, and while we understand this situation has been frustrating, we want to assure you that your requests were processed as efficiently as possible and with full transparency about the timeline. Please note that Intex does not process any type of refunds or reimbursements, as we only provide warranty replacements for covered items.

  If you need any additional support, please feel free to call us at ************.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23481623
  
  I am rejecting this response because:

  Defective equipment in under 2 years, broken replacement.  Further pool water issues caused by inability to clean properly causing excessive costs in chemicals to repair.

  No response within 48 hours from manager 1st time I called for replacement for replacement.  Had to call SEVERAL  times to get a response from management. 

  No customer retention to expedite shipping due to company fault, not customer. Miscommunication from agent saying replacement for replacement would not be shipped til July 1st, 2025. 

  Awful customer assistance. 

  June 23rd, STILL bad water and unable to use pool in almost 100 degree weather. 

  unacceptable !!

   

  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 06/27/2025

  Thank you for your response. We understand your frustration and sincerely apologize for the inconvenience caused by the defective equipment and delays.
  While both warranty claims were processed and shipped within standard timelines, we regret the added delay from the faulty replacement and any miscommunication you encountered. Were reviewing these issues internally to improve our service.

  
  Although were unable to offer expedited shipping or reimbursements under warranty, we remain committed to assisting you with any covered concerns. For further support, please contact us via chat at intexcorp.com or call ************.