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:08/24/2022

  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 July 2, 2022 I purchased an Intex pool from *********. When I got it home and started setting it up I noticed it was missing the pool liner. I contacted the company and they said to cut out specific pieces of the pool, which I did and mail it to them. They also told me to upload a copy of the receipt. I told them I cannot upload from my computer so they gave me a fax #. A few weeks went by and I heard nothing so I called and they said they never received 1) the pieces of the pool I mailed and 2) the faxed receipt. It turns out I was given the wrong fax #
  I spoke to a man named ***** and he gave me another fax # so I faxed it again only to find out they claim they never received it although I have confirmations for all of the faxes that were sent. I cut more pieces out of the pool to mail to them but this time I sent it with a tracking # so they can't say they never received it because it has the date and time it was delivered. I tried emailing them but they blocked my email. They are very unprofessional and rude. All I want is the pool I purchased with all of the pieces and I will never purchase from this company again and I will tell anybody I know not to buy from them.
  

  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/02) */
  We apologize for any inconvenience you encountered with your claim. As noted in the terms and conditions your claim, the consumer must provide proof of purchase and mail in cut outs of the defective liner. It is highly recommended that your get a tracking number. If your claim is not approved within 1-2 business day after submission, you are advised to call our service center.
  
  You fax was received on 8-22-2022 and your second set of cutouts were processed on 8-16-2022. Your claim was resubmitted for approval. Your liner has been shipped under warranty order #********* and is scheduled to be delivered by 9-9-2032, per ***** tracking # ************. If you have any additional questions or concerns, please contact the Service Center at ************.

• Initial Complaint

  Date:08/23/2022

  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.

  I filed a warranty claim within a few days of purchasing the product because it cannot be taken back to ******* because it was opened. I was told that they were sending a replacement air mattress, instead they sent the pump only. So I called back and requested it to be escalated because they were refusing to honor what they said to me the first time. The mattress does not hold air. so a supervisor called me today and told me that once I provided the warranty card and a picture of the UPC code on the box that they would send a replacement, which I immediately sent them that information. This is the second time I've been told they're sending a replacement. Now I just received an email saying that my documents were rejected and now they want me to mail them parts of the mattress at my expense for the replacement. I have done everything they've asked I am not spending any more of my money on this company I want a replacement like I was promised the first time. If they want to pay for the shipping back I am more than happy to send a piece of the mattress back to them. When I originally called in I have been told that there's no warranty on this because it's not on their warranty list when clearly on the box it says it has a warranty and it has a warranty card in the box with the merchandise as well. You cannot take this back to ******* because it has been opened and it says to contact the manufacturer which I did and now I'm just getting clearly the runaround on getting a replacement.
  

  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/30) */
  On 8-15-2022, you contacted us about your airbed. Per the information provided to our agent claim # ****** was initiated for a replacement electric internal pump. You uploaded proof of purchase via this claim and agreed to the terms and conditions of this claim. The pump was sent via warranty order # *********, delivered on 8-20-2022 (per ***** tracking # ********************). We are sorry to hear the replacement pump did not resolve the situation.
  On 8-23-2022 claim# ****** was initiated for a full product replacement of airbed model # *******. A claim for a replacement airbed requires you to mail in cutouts of your defective airbed. You will need to physically cut out the following from your defective airbed; 1) INTEX Logo of your airbed and 2) 6"×6'' Cutout of anywhere else of your airbed.
  Mail then to the address provided on your once we receive them, we will ship out your replacement. Unfortunately, we do not provide return labels. If you have any additional questions or concerns, please contact the Service Center at ************.

• Initial Complaint

  Date:08/20/2022

  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.

  5/26/22 i went online to********** and purchased a replacement pool liner. The next day5/27/22 I called to file a claim for the pool liner under the warranty because I realized I was still in the warrant period. I requested to cancel order for the liner I purchased since they wouldn't just credit me for it. The refund was made for the purchase. My claim was approved on 6/2/22. In 6/7/22 I called to see how long it would take for replacement and I was told 2-4 business days once approved but that the liner was not in stock and they couldn't give me a estimate on shipping since they don't know when they will be restock. I asked if I can have it replaced by one of there approved retailers and be reimbursed for the amount. I was told it was impossible. I called almost evety 3 days to get status and request supervisor or management call me back and nobody ha ms called ever. It's now 8/20 and still my claim status states item on delay and I summer is over now and no pool and no status and unable to get a resolution. They need to have a solution for this problem.
  

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/25) */
  We apologize for the delay in shipping you your replacement parts and your experience with our service center. On 6-8-2022, you requested a call back from a member of our management team. The request was completed on 6-13-2022. We have no other request on file. Regretfully item ****** (18'X52" Round Ultra Frame Pool Liner) is currently out of stock. At this time, we are unable to provide you with an ETA, due to transit and port delays. As soon as the item is restocked, it will be shipped to you. Once the item ships, you will receive an automatic email with tracking information. Intex does not process any monetary reimbursements. We are unable to comply with your request. If you have any additional questions or concerns, please contact the Service Center at ************

• Initial Complaint

  Date:08/18/2022

  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.

  13 JUN 2022, Order placed on INTEX website, order #*********. To which I have only received one piece from my order. I contacted INTEX customer service 15 times in order to figure out the status and delivery of my order. I was given the wrong information on the shipping company the first time I called. Over the course of two months now, I have been given the run around by INTEX and how they are not responsible for the items not being delivered. 15 phone calls and still resolution, I have a pool liner replacement that I cannot use since I didn't get the other replacement parts from that order.
  
  In the included attachment the only article of the order I received was the Pool liner.
  

  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/29) */
  We sincerely apologize for any inconvenience you have encountered with your order and our service center. We will process a partial refund for your missing parts. If you have any additional questions or concerns, please contact the Service Center at *************
  
  
  Consumer Response /* (-5, 6, 2022/08/29) */
  29 August 2022, I received a call from Intex today stating they wanted to coordinate delivery of the missing items from my shipment. They had to do further research into my case and saw that only one box had been delivered per the bill of lading at the delivery address, but checked with their shipping department and showed that two boxes had been shipped. I declined Intex proposal for re-shipment of the missing items, at which time they stated they would give a refund for the missing items and adjust the shipping cost. Again denied their proposal, after being told that Intex was not responsible for the initial problem and filing a *** complaint. Contacted the credit card company and provided all information regarding this issue, where they disputed the charges and reversed the charges for the missing items and part of the shipping. This issue is over for us, and will not or suggest anyone use Intex.

• Initial Complaint

  Date:08/16/2022

  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.

  Our INTEX above ground pool motor died after only 3 years. We purchased a new one in May 2022 and it failed in July 2022. I contacted INTEX to file a warranty claim which was approved nearly immediately. I called after a couple of weeks (Mon, 8/1/2022) to find out what to expect with the replacement as the online status simply said, "delayed". I was told the pump had been out of stock but that they receive new stock once a month and I should be getting an update by the end of the week. Today, 8/16/2022 I called again and was told the part was out of stock. I asked for a supervisor who might have more information and was told they could fill out a call back form and have a supervisor call me back in 1-2 business days, but she thought the supervisor would tell me the same thing because she sees the part is out of stock in the system. At this point I'd be okay being issued a refund so I can pay a professional to come clean my pool and purchase a new pump motor. It's absolutely ridiculous that the manufacturer can sell out of a product and not have a set number in stock for warranty claims.
  

  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Unfortunately, we cannot assist you with a refund, any refund would come from the retailer in accordance to their policy. We apologize for the delay in shipping you your replacement part. Regretfully item #***** (**************************** Sand Filter Pump), is currently out of stock. We are unable to provide an ETA due to ongoing transit and port barriers. If you have any additional questions or concerns, please contact the Service Center at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.

• Initial Complaint

  Date:08/16/2022

  Type:Customer Service 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 May 22, 2022 I filed a warranty claim. On June 1, 2022 I uploaded purchase receipt as requested. That same day I received an email back stating they couldn't handle my claim by email. I have no way to contact them back.
  
  I need a disability accommodation since I don't use a phone, and my claim resolved. Here's my email confirmation #: ******.
  

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/17) */
  We apologize for any inconvenience you have encountered. We have searched for a claim number using the information provided via this complaint and the email submitted., and did not locate it. Please provide the claim number provided to you on May 22, 2022, to further assist.

• Initial Complaint

  Date:08/13/2022

  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.

  I was given an Intex Spa 28427E 85in spa as a gift from my children that they purchased through Amazon for $700 in May of 2021. I started using in June and in July of 2022 the motor shorted out, melting the plug while I was in the spa. I contacted Customer Service, expecting that if it was so close to the warranty period (1 year) they would in good faith replace the motor. It's a $300 part, the most expensive for the entire spa. I filed a claim online ******. Boy, was I wrong. Several calls to their Customer Service Department, got the same response, "Nothing we can do, it's out of warranty. You have to buy a new motor, and we will only give you a 90 day warranty". I'm live near the HQ in Long Beach and went by to try and talk to someone. No luck. It just doesn't feel right the company hides behind a "policy" that limits warranty periods, in an age when companies want people to be ambassadors for their products online, but I can't, at least not at this point. Honestly, I love the spa, but it pains me that I'm in a situation where if I am to keep it, I have to spend 1/2 the cost of a new spa. I also had the spa in storage for two and half months while we completed some deck work so it wasn't even used for a full 12 months.
  

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We apologize for any inconvenience. Please note that all consumer inquires must be handled via our service call center. As stated in your Owner's Manual, the limited warranty on your spa is valid for 1 year from the date or purchase. Per the purchase information provided, the limited warranty on your spa expired on 5-12-2022. Regretfully, we are unable to approve your claim. If you have any additional questions or concerns, please contact the Service Center at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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 *********** on 7/09/22 and it was delievered around 7/25/22. I hired contractors to level my yard and then I set the pool up per the directions. I put water in the pool and then a couple days later out of no where the leg buckles and ends up flooding my backyard with water and two other legs get damanged in the results of the one leg buckling. I contact ****** and am told to contact intex. I then contact intex file a claim and the customer service rep who helps me is very rude. Her name was ********** I asked to speak to a manager she tells me no. I ask for the item to be rush shipped she tells me no. I do not feel I should have to wait longer for three replacement legs for something I did not do. This was at no fault of mine, this was a defective item. I have not even been to use my pool. I paid $1600 and can not use it. Summer is about to be over and I wont even be able to use it. What I am asking is for the 3 legs to be rush shipped.
  

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We apologize for any inconvenience you have encountered with your pool and our service center. All of our service center agents are trained to handle all consumer issues/concerns. Should the consumer wish to escalate their situation, a call back request is submitted by the agent, a member of our management team will respond to this request within 24-48 hours. Regretfully we are unable to expedite any warranty orders. Claim # ****** was shipped under warranty order #********* on 8-10-22 and delivered on 8-12-22 (***** tracking # ************). If you have any additional questions or concerns, please contact the Service Center at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.

• Initial Complaint

  Date:08/09/2022

  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.

  I purchased an intex pool. The sand filter pump quit working within the warrenty period. My claim was approved Claim#****** It is going on a month and I have yet to receive the replacement pump. I was told it was out of stock in China and they have no idea when or if it is going to be sent out. I know for a fact that you can purchase this pump on their website. You can also purchase the larger pump(which is compatable) on their website, but they will not send one to you. They said you can buy it, but why would I? It's under warrenty. They said they will only send me the motor part, not the whole pump on the size I have, and they won't send the compatable moter which is the next size up. It may be months before I get the replacement that I was promised. My pool was over $300 to fill and almost $400 worth of chemicals and now the pool is ruined. The water is no longer safe to swim in with out the pump running. Yes, you can go without a pump for a week or so but not months. The customer service is horrible. They barely speak english and just say"Part in China, can't get for months) I asked to speak with a supervisor and they say no. This pump motor was defective and is under warrenty. I want my pump that I was promised and approved for. I was originally told that once approved I would receive in 7 days. They could do the right thing and send me the pump and not make me pay for it, or even the next size up that IS in stock. They are a pool company, that's what they do, and they can't or won't replace the defective motor so their customer can enjoy the pool that cost a small fortune to fill and treat with chemicals. I am very disappointed with this company. You can not actually speak with someone from INTEX, it's foreign people who have zero idea what you are talking about. They just keep saying, put more chemical in. Geez, The chemicals don't do the job without the pump for the pool.
  

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We apologize for any inconvenience you have encountered with your sand filter pump and our service center. Claim #******, has been approved. Regretfully item ***** (Pump Motor & Control For 12" Sand Filter Pump *****) is currently out of stock. Transit and port delays prevent us from providing an ETA. As soon as the item is restocked, it will be shipped. Please note that, per our limited warranty, we will only replace defective components, we do not process any full product replacements, substitutions or upgrades. Please contact the Service Center at ************** if you have any additional questions/concerns.

• Initial Complaint

  Date:08/08/2022

  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.

  I bought a blow up pool from Intex, I set the pool up and had been enjoying it for a week, when I noticed that grass was starting to pop through the bottom of my pool. I contacted customer service and they said that they dont cover aggressive grasses poking through the pool (okay I get that, kinda but seems like a cop out of cheap material, but my yard has been dead for a long time as ** hasnt gotten any rain), however, we also followed everything, making sure the ground was level, putting the tarp down, etc. However, they also advertise that there pool material is made out of 3 ply puncture resistant material. In addition, Ive been arguing with customer service for WEEKS, than one of the reps told me to send in warranty information, and I did. I proceeded to get an email telling me that "its not defective and they wont do a warranty" I overpaid for this pool by almost **** on Amazon and they refuse to help me at all.
  

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We apologize for the entire situation. We have reviewed all of your email inquiries. As noted in your Owner's Manual, under pool set up, we advise that you eliminate all aggressive grasses. The Easy Set Pool is constructed with SuperTough puncture resistant 3-ply material, but aggressive grasses will go through the liner. Aggressive grasses are those that are tolerant of a wide variety of soils and once established can be drought tolerant. The limited warranty is against any manufacturer defect. Unfortunately, we are unable to replace your liner under the limited warranty program, as is this not a manufacturer defect. If you have any additional questions or concerns, please contact the Service Center **************** Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.