ComplaintsforPool Supply Unlimited
Pool Supplies
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Complaint Details
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Initial Complaint
03/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered six sheets of tile (they are one-by-one pool tiles tied together on a large sheet). I ordered these six sheets of tiles over the telephone - not online. I told the salesperson I needed six sheets. After the sale I received the paid bill (I paid with a credit card over the phone) SHOWING "quantity" of "6" for the six full sheets of tile. What arrived were only three sheets of tile with the one-by-one tiles. I looked and it appeared that one of the one-by-one tiles was broken, but after further review two of the one-by-one tiles were broken. While that was frustrating, the major issue was that I did not receive the full quantity purchased. I purchased six sheets per my bill. I reached out to the business via phone and received an email message that I got what I ordered. He referred me to their website. However, this person wasn't the salesperson I ordered from, nor was he the person who took my order. As stated, before I ordered six sheets, not three sheets. So, I received half of what I needed and paid twice as much for what was shipped to my home. I want this company to change its business practices on its billing records. Nowhere did it state on my bill that the quantity was three -- it showed the six sheets ordered. This place needs to modify its business practices. I ended up paying $30 a sheet for three sheets of tile, plus the $46 dollar shipping fee. And then there was tax added of course. I would like the company to provide a partial refund for half of my order -- including the shipping and tax. I only received half of my order per the written billing statement. At this time, I do not want three more sheets sent from this company as I lost two tiles through their packing and shipping process. I am not happy with this company or its business practices. They can make it right by changing its practices, reaching out to me, and providing a partial refund. Thank you.Initial Complaint
01/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Pool Supply Unlimited (PSU) offers warranties on their products, which is a good thing. The problem comes in when you want to use it to pay for a replacement light with an extended warranty. I had a 3-year warranty on a Pentair Globright light and it died in 13 months. I called the warranty claim company, and they issued a Virtual card which is like a debit card. When I called PSU to order the replacement light the issue comes in using this virtual card as payment. I got $400 for the warranty claim but the new light was $449 plus shipping and tax. In addition, I wanted to buy another warranty on the new light which was $70 more. This was all fine and they said they had to split the order to take 2 payments on one order form. Ok I didnt have issue with that, and we did the deal. When I got the paperwork in an email a while later, I noticed they reduced the price of the light by $140 on the main invoice as that amount was billed on a separate invoice using a different credit card. This is where the rip-off occurs.The new sales order sets the price of the light and future warranty claim on the new light at $310 not the real price of $450. So if I need to make a claim on the new replacement light, I get $310 not the $450 I really paid for it. In addition, when you look up the cost of a pool light for $310 the cost of the warranty is $15 less. When I called back and asked, the sales guy said, yah that is how they make their money on these warranties. In fact, it is really an issue with PSU invoicing system as they cant take 2 payments on one order. Result The customer gets screwed, and they dont care. They should not sell warranties to customers that their sales/invoicing system can't accommodate. This is how the warranty company makes payments and they should be able to work with what they sell. Long term this is a losing proposition for the customers.Initial Complaint
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
12/18/23 ************** to order pool light and was expected delivery date of 12/22/23. 12/28/23 ************** to get update on pool light and was told it was on back order. Told them to cancel my order and send back full refund.01/03/24 ************** to get update on refund, they said there was no cancellation notice and that they would take care of it. 01/05/24 ************** to get update on cancellation confirmation email and refund, was told that couldn't find the cancellation notice and would take care of it. 01/08/24 ************** to get update on refund and confirmation email, still nothing. ************** again to speak with someone and they hung up. ************** again and they said they would call back. THIS COMPANY IS A SCAM. DO NOT BUY PRODUCT FROM THEM.Initial Complaint
12/19/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Failure to refund $648.00 for a Salt Cell purchased in August 2023. Per refund instruction and RMA process, Product (Solaxx Resilience A5 Replacement Salt Cell) was returned to originating company with confirmation of *** Ground delivery on September 12, 2023. I received confirmation from Pool Supply Unlimited that the returned product was received by the manufacturer and that a refund would immediately be processed. I have contacted the company no less than 12 times over the ensuing months to enquire on the status of my refund. Each contact I am effectively told "the check is in the mail." It is now the end of December 2023 (4 months later) and I still have not received a refund.Initial Complaint
11/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a salt cell replacement in April, that malfunctioned two months later. I've been trying to go through customer support, and have had no success.Initially I was told the warranty must be followed up through the manufacturer, Jandy. ***** reps say they do not warranty parts purchased online through resellers. The Jandy website is consistent with this statement. Pool Supply Unlimited website states that it offers a warranty except for some parts. The salt cell was not listed as an exclusion.After several months of reaching out, I talked to pool supply unlimited again. They are now stating they do not warranty Jandy products. The warranty on the page has been updated so if you scroll to the bottom it states that the warranty outlined in the section does not actually apply if purchased from the site.This text was not on the site for my original purchase. I'm glad it's there now, but it still looks deceptive as it lists the warranty, the exclusions and then after scrolling says none of it is valid.GENERAL INFORMATION Order Date:2/24/2023 8:56:53 AM PST Order Number:30062773 TRACKING INFORMATION DATECARRIERTRACKING #2/24/2023ITEMS IN THIS SHIPMENT ITEMDESCRIPTIONQTY 53075Jandy AquaPure PureLink 3-Port 14-Blade Replacement Salt Cell | ****** Gallons | R04524001.00Initial Complaint
08/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a Delta ** system and a replacement bulb for that system, order ********. They never should have taken my money for the ** system as it is indefinitely backordered by the manufacturer. The ** bulb was poorly packaged and destroyed during shipping, arriving shattered into a hundred glass shards. I immediately sent pics of the packaging by email to them. They said that day I would receive a refund for the bulb. Then the excuses started, first was another department handles the refunds, latest was they have to wait for their claim with **** Now they have ghosted me so I have filed with PayPal for the missing $189.84 still owed to me as a refund.After weeks of ******************* on when the Delta ** system would be delivered, I contacted other companies that informed me of the indefinite backorder and they didn't expect to receive the product. I requested to be refunded from Pools Supply Unlimited for the entire amount of $1,583.54. They only have refunded for the never coming ** system, and not for the ** bulb that came destroyed. This company is fraudulent and will take your money up front for items you will never receive or will get in horrible condition making them unusable, and then not provide refunds for those damaged items.Initial Complaint
07/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered 24 pks of pool shock on 7/16/23... paid $89 plus tax... when I called to check on order that showed pending, 1st they told me the order was being sent to some address Ive never heard of, then said it would show pending until its delivered because its sent from manufacturer, then when I asked him to repeat my order number to me, to make sure he had the correct number... he said my daughter had called and changed the address (I dont even have a daughter, and nobody else knew about my order!) Then he went mute as if he couldnt hear me... I attempted to use the online "chat" feature to cancel my order, but got no response... so I called back to verbally cancel, and got the same fella that a few minutes earlier gave me the run around... I told him to cancel my order... his reply was that I would get an email in 24 to 48 hrs confirming my cancellation... Then I went back to the website to recheck order status and my order has "vanished" showed zero history!! I cant even upload supporting documents because they have completely erased my order!! I have contacted my card issuer to refuse pmt, not sure how that will go... Long story short, this company is very unprofessional, and suspiciously fraudulent ...Initial Complaint
07/18/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Doesn't reply to emails Doesn't pick up phone call Took my money and didn't even ship the itemBusiness response
07/19/2023
Helo ******,
This order has been cancelled per your request.
Initial Complaint
07/13/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 6/3023 I ordered a Solaxx salt cell on line from Pool Supply Unlimited. Item number ****** the was the exact same picture and description of the part that was broken on my pool. The cost of part is $581.66. I received the part on July 8, 2023. On July 10, 2023 when the installer came an unboxed the part it was not the exact part.. resembled it but was not the product shown in the picture. So the installer said … let’s see if it fits. No it did not..He became upset after several hours of trying to get part to thread on and said send it back. The company was closed on Sunday so I called first thing Monday.. the associate on phone was very rude.. She stated since I had installed the the part I could not return it and why did I wait so long to call.. Well part came Friday night late and installer came Sunday and company reopened on Monday. I have since then gotten the run around and possibly sending me some union parts when in fact you sold me a knock off part for the original part shown in picture on the site.. All I want is the original part or my money back in full with a return label they want send.. it states if you are approved.. Since when if a product isn’t correct or for what ever reason you can’t return it.. I will get a lawyer I promise you and I do not care if it it cost me 4 times what I paid this bogus company to prove my point and to be made right… thank you for a waist of time and money. A lesson well learned here Order number. ******** Item number. ******Initial Complaint
07/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I ordered a diving board on 4/25/23. Said 2-4 week lead time. Charged my card immediately. Still haven’t received my diving board. Try to cancel order on 6/28 and then magically I got a tracking # on my diving board. Now it is 7/7 and the diving board still hasn’t moved and I still haven’t gotten a refund. I have tried to call and cancel multiple times and they keep telling me they don’t know when I will get my money back. They say I just have to be patient. This diving board cost $2400 and I’m supposed to be patient to get my money back!Business response
07/07/2023
Sorry for the delays in processing this missing freight claim. We have issued full credit and will complete the claim with ** *****. Thank you for the opportunity.
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Customer Complaints Summary
126 total complaints in the last 3 years.
14 complaints closed in the last 12 months.