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Complaint Details
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Initial Complaint
05/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an Intex inflatable hot tub in September 2020. On May 06, 2021, the hot tub pump and heater stopped working completely. Per the Intex manual, the hot tub was still covered under the warranty. After I called to place a claim, uploaded the receipt and called back to confirm receipt. I was told that the parts were out of stock and they had no idea when the parts would be back in stock. The call agent, **** (who stated she did not have a customer service agent number), stated that they could not send any replacement parts, that they had no idea when they would be available, and would only supply a new system if there was a manufacturer's defect - which there is because the system failed within the warranty period. The would not replace the hot tub. They would not refund the funds that I paid for the hot tub. I have not idea when the hot tub will be replaced and I was told that if the warranty period expired the parts, once in stock, would not be covered.
Business response
06/01/2021
Business Response /* (1000, 5, 2021/05/20) */ We have shipped out claim XXXXXX with new control base, panel, and deflation adaptor that would be compatible with your spa tub. We are currently out of stock of the inflation adaptor and a separate claim XXXXXX has been created to ship the part once in stock. Thank you for your patience.Initial Complaint
05/08/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I called about a warranty claim in March of 2021, submitted my receipt and paperwork and was told a replacement part was on the way. On May 6 2021 after not receiving the replacement I called the company back. They informed me that I had to re submit my receipt. On May 7 2021 I get an email telling me my claim has been cancelled. The date on my claim form is still 3/18/21 and my warranty didn't expire until May. I called them several times and just got a run around. My claim even still comes up for them with my phone number. Why not just send me the part?Business response
06/01/2021
Business Response /* (1000, 5, 2021/05/20) */ We do see that claim XXXXXX was submitted but there are no files uploaded. The Amazon order number is in the note section but we are unable to pull up the receipt information using the order number. The email sent is due to the claim going inactive since it has not been approved yet it is not cancelled. Your item has a 2 year warranty. The claim has been activated and you can reattempt to upload the receipt to the claim form. You can also send the receipt via out contact us page at www.intexcorp.com or by faxing it to XXX-XXX-XXXX. Once we receive the receipt we approve the claim.Initial Complaint
05/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Intex pool, model B 32x 16x52 UR ******** was delivered to my home on 4/3/21. The pool was put up according to directions that were enclosed in the box along with the ground cover placed on the ground. The pool was filled approximately half way when the corner pieces snapped along with the entire 32 ft side of poles bent collapsing the pool and emptying all the water. The pool was outside and all the water went through my basement window flooding my basement ruining every item including the heating system. I have called at least 4 times to Intex to file a claim for manufacture defect and have requested speaking to a supervisor. Every day I am told someone will call me back and it never is someone that can answer my question. I have gotten the run around from everyone I have spoken to and have yet to get a supervisor on the phone. The company is unwilling to hear what I am saying about it being a manufacture defect and I want a new pool. They are only willing to replace a part.Business response
06/01/2021
Business Response /* (1000, 6, 2021/05/20) */ A claim XXXXXX has been initiated to replace the pool frame. We would need a copy of the receipt in order to have this claim approved. If you can please upload a copy of the receipt here or upload it to the claim form we will approve the claim. We apologize for the inconvenience you have encountered.Initial Complaint
05/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted intex about my salt water chlorinator part EGXXXXX for a warranty replacement. The unit completely died after two months of USE, no lights, no nothing. I was sent a replacement missing half the parts. I tried using the old electrodes, tubing off the old unit and the wires immediately heated up to the electrode and code 91 appeared. Low salt. So I contacted Intex again and was told after 40 minutes ON HOLD that I would need a new electrode, but they did not have any available and it may be months before one would be sent because they were waiting on a shipment from the "manufacturer". But Intex is still providing these fully assembled, all parts included units to major merchandisers such as Wal-mart and Amazon to sell at 5 times the amount they sold for when I originally purchased my unit last year. It makes me sick to think that a company takes advantage of a pandemic that has thrown so many Americans into poverty and killed so many. I will take this to the media.Business response
06/04/2021
Business Response /* (1000, 5, 2021/05/24) */ We apologize for the warranty replacements we will replace the defective component not the entire product. Claim XXXXXX has been approved to replace the titanium electrode for your unit but unfortunately the part is currently out of stock. Once the part is available it will be shipped out and the tracking information will be sent via email.
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Customer Complaints Summary
411 total complaints in the last 3 years.
94 complaints closed in the last 12 months.