ComplaintsforInyo Pool Products Inc.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In August of 2023 I purchased an *** pool pump from Inyo pools. In the first week of November the pump stopped working. I notified Inyo and was asked to provide photos of the pump for warranty purposes. Photos submitted and they stated the manufacture denied the warranty because there was corrosion in the shaft area, indicating water leaked. I looked at the shaft area and noted zero rust, but a white, dried, powdery substance, which I easily wiped out with a paper towel. Submitted a new photo, and was told that it was the manufacturer refusing to replace the two month old pump. Inyo, as the seller, should stand behind the products they sell. Side note, after our pool repair person installed the new pump, we noticed water leaking from it. Pump shut off, and a new seal and mounting assembly installed, with zero water leaking over the last two months. Inyo still refusing to back their product. Submitted are a photos before and after wiping with a paper towel

  Business response

  11/09/2023

  Good morning,

  I am Shay B******* the Customer Service Manager here at Inyo. I am sorry to hear that the motor we provided has failed prematurely. We are in complete agreement and we will stand behind our product, and you as our customer. I've gone ahead and setup a order at no cost to you to send a replacement 1.65HP EVO motor with the matching impeller. I will also use this as a learning opportunity to fine tune our warranty and customer service procedures. I appreciate your patience and understanding as we strive to develop the best customer experience possible. 

  Customer response

  11/09/2023

  
  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.  
  This complaint has been resolved to my satisfaction by Inyo pools.

   

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

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  InyoPool supply sold me a pool motor upgrade kit. One of the parts was defective and causing misalignment issues. The motor switch would not work properly and the motor kept overheating in less than 2 hours of operation. I requested a refund within the 30 days stated on on their website on October 3rd. My purchase date was September 6th. The only response I have seen so far was an email sent to me October 18th about the warranty information on the motor.

  Business response

  11/07/2023

  Good afternoon

  I'm sorry to hear that the parts we provided were defective. We absolutely want to make this right for you and apologize in the delay providing a solution. I went ahead and had our team issue a refund which should reflect in your account in the next 1-3 business days. It's always our goal to provide prompt, quality service. We appreciate your business and hope that you give us an opportunity to serve you again in the future. Thank you for your patience and understanding. 

  Customer response

  11/08/2023

  
  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.  

  Hello 

  In regards to complaint ID *********

  Inyo Pool Products Inc issued a full refund for the parts they sold me and paid for the return shipping. I saw the refund on my credit statement over the weekend. 

  This issue has now been resolved. 

  Thank you very much for your support. 

  Kind Regards

  
  

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

  
  

  Sent from my iPhone

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

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Item# ***** In-Ground Blue Solar Blanket 14X28 rec-damage after 2 seasons: On 6/21/2021, I purchased the pool solar blanket described above. We used it for 3.5 months in season 2021 and 3.5 months season 2022. We have stored it in a garaged storage box, after cleaning and drying for storage season. We noticed in season #2 (2022) some blue/gray bubbles floating in our pool filter & balding spots on the cover. We started noticing holes in the solar cover (3 photos were provided to INYO CS and are attached with this complaint). We continued to use it last season despite the holes but the plastic shedding got so bad, we have been unable to use it this season, 2023. The cover should have a 3-5 year warrantee. I filed my complaint on the INYO website on 6/19/2023. I also called a few days after and was told they filed complaint with manufacture and were awaiting their response for warrantee info. I called again a few days later and was told the same thing by another apathetic CS agent. I then sent another email on their CS website 6/30/23, asking for feedback on the warrantee and recourse. I expressed that I was needing to purchase another cover, ASAP and I asked to be contacted by INYO management. To date, their is no email reply and I've received no phone call. The cover should be warranteed but even if it is not, considering it only lasted 1 season, I would like INYO to do the right thing and provide a full refund ($136.99) or agree to replace the cover with a better quality product.

  Business response

  08/15/2023

  Hello - We apologize for any inconvenience. The solar blanket is warrantied by the manufacturer, Midwest Canvas. There are instructions that come with the solar blanket to register for the warranty through Midwest Canvas. The customer will need to submit a warranty claim through the manufacturer's website ********************************* Midwest Canvas will need a copy of the invoice. We've emailed this to the customer. If Midwest is unresponsive, we'd be glad to assist the customer by contacting them on the customer's behalf.

  This information was provided to the customer by our customer service manager back in July. Again, we apologize for the inconvenience. This is a standard practice with manufacturer warranties.

  Customer response

  08/17/2023

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 5-17-23, I purchased a 18 foot 52 inch unibead pool liner for $269. The pool liner I received was a cheap overlap liner. Did not realize I had the wrong liner until I went to install it on Sunday, 5/28. I sent an email to the company with photos of the wrong liner and a screen shot of the liner I purchased knowing that it was a holiday weekend and would probably not hear from them until Tuesday, 5/30. Nothing....so I reached out to them spoke with Jacob G who said he needed to check with his warehouse and would get back to me later that day or the following day Wednesday. After waiting until end of day Wed, and no response, I reached out again and spoke to the same Jacob G who stated he was still waiting to hear from the warehouse and no empathy to our situation. Why is this so difficult? They sent me the wrong liner, send me the correct one and shipping label to return the wrong one, easy enough solution! At this point, I asked Jacob G to initiate an RMA so that I could return the liner who stated AGAIN that he needed to check with the warehouse. IHe's had FOUR days to get response from his warehouse! I also submitted the RMA request online. NO RESPONSE!!! I want to return the liner for a FULL REFUND as this was not our error. UNFORTUNATELY after researching the company AFTER I made the purchase in good faith, I discovered the company had 39 complaints in the last 3 years and several bad reviews on the BBB and ********* Had I known this prior we would have NEVER used this company. Any assistance in resolving this issue would be much appreciated. Thank you!

  Business response

  06/06/2023

  Hello ***** - We apologize for the inconvenience. We have issued a full credit for the incorrect liner. This was an issue where the manufacturer put the liner in the incorrect box. We attempted to work with the manufacturer on a replacement. We understand that his process was taking longer than expected. 

  Customer response

  06/09/2023

  
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ticket ******* RMA: ******** your company is really the worst to deal with.. you sent me the wrong item 4/10/23... it took 2 weeks to issue an rma when they clearly shipped the wrong item,, it was returned to your warehouse on 5/9/23 ..I was told funds would be returned within a few days. followed up on 5/19/23 via email and was told refund was issued and i should have the money back on my card in 1-2 business days. a whole week later its still not returned 5/26/23. So i call back to find out why the funds havent hit my account yet and im told that it was waiting for approval and that it would be returned again today. .. i dont understand why you treat clients like this... i dont understand why youre in business when you have had my money for over a month and half you keep playing games... i dont know why you lie and claim funds were returned when a week later it wasnt and you say youre returning it now... you guys are really horrible

  Business response

  05/30/2023

  Hello ***** - We issued the credit for this order on 5/26. The items arrived at the warehouse on 5/9. During our peak season it usually takes the warehouse a week to inspect the return. When we checked on the status 5/19, it was confirmed that the credit could be issued.We attempted to issue the credit on 5/19 but it failed. Unfortunately, we did not receive the alert that it did not go through. This was brought to our attention on 5/26. On 5/26, we ran the credit and confirmed that it did go through. We apologize for the inconvenience.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pump from Inyopools on 9/12/22 and recieved it a few days later. Had it installed as soon as I recieved it. The very next day I noticed a leak. I contacted Inyopool on 9/23/22 and Emailled them Pictures of the unit showing the issue. I then recieved an email from them today 10/14/22 stating that since it is more than 30 days that I have to contact ********

  Business response

  11/16/2022

  Business Response /* (1000, 8, 2022/10/31) */ To whom it May Concern: The customer placed an order 9/12/2022 for a**************** VS Pump 2.7 HP - ************ On 9/23/22 The customer advised Inyo Customer Service of a potential warranty claim. Inyo mad arrangments to have the defective pump picked up for warranty inspection. Warranty approved 10/26/2022 This invoice has been credited for $1,906.94 Consumer Response /* (2000, 10, 2022/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did not honor the warranty at first but then changed thier tune.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In July of 2022 I purchased an AquaTrol RJ Main PCB for $350 from the vendor. Upon installation I received error codes on the controller that were inconsistent with what would be expected from the correct control board namely a No Flow error which would be associated with and AquaRite or HP PCB. I contacted the seller on 7/25 asking for assistance and a comment that I did not believe I should see that error. I received a response asking for additional information from the vendor coming on 7/29. I responded with the required information and an email from the manufacturer stating the part was incorrect and needed to be returned on 8/1. On 8/2 the vendor offered to set up an RMA and I received the instructions on 8/10. The product was returned to the vendor on 9/8. I received no response so checked on the status of my refund on 9/16 to which a response was given that the vendor would check with the warehouse. I received a response on 9/22 that I had neglected to send back the control wires and only sent the control board. I did neglect to respond to that email and planned to send the wires back. On 9/28 I received an email that I had failed to respond and they were sending everything back. I responded immediately to wait and I would send out on 9/29. We both shipped on 9/29 and there was no response from the company until 10/3 that I had waited too long and they would not honor my refund. I am now out $350 for the board and $20 in shipping for a part that will not work.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/10/11) */ To whom It May Concern: From the pictures sent by the customer it does appear that the correct board was sent - but was not working properly. We have issued a full refund of $350+tax back to the customer 10/6/22 because a replacement board was not available with any of our suppliers. We apologize for the delay. Sincerely, Inyo Pools Consumer Response /* (2000, 7, 2022/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The companies response is satisfactory.

• Initial Complaint

  09/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #******** Placed my order for a new pool pump motor and shaft seal on 9/17/2022, received my order on 9/22/2022. Upon opening the box to install the replacmeent motor on 9/24/2022 I noticed that the motor was damaged. The screw that holds on the electrical cover was broken and sheered off in addition to the piece in which you rest the wrench on to hold the shaft for the impeller was broken off as well rendering the motor unusable. I opened a case with their customer service department that same day. On 9/26/2022 I was requestyed to provide pictures of the damage to the motor along with a picture of each side of the box. I did so on 9/27/2022. On 9/29/2022 I requested an update on my ticket and have yet to get a responce. I have sourced a replacement motor from another supplier due to the amout of time it is taking to resolve my issue. I am just wanting to return the damaged motor and receive a refund of the purcahse amount.

  Business response

  10/28/2022

  Consumer Response /* (2000, 6, 2022/10/17) */ The issue has now been resolved.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Ordered a motor on 04/19/2022, motor failed on 8/15/22, filed a support ticket on 9/6/22 through their website and followed all instructions on their website for filing a warranty claim for a pump motor. The video on their site showing how to file a motor warranty claim says the process takes 1-2 business days. I did a chat on their website with a support rep to check the status, they said it would not go through because my billing and shipping address were different (which was fine when I placed the order). I asked if they could make them the same to submit the warranty and they said they could not and I would need to contact the manufacturer. I asked for the manufacturers contact info so i could contact them and they said they could not provide that info. The motor I purchased was a Century motor, the manufacturer is ******************************************************************************************************* I contacted them and they informed me that they could not help me. They said the company who purchased from them would have to contact them. They asked who I purchased it from, I told them INYO pools, they looked in their system and said that they did not have an account with them and that they probably purchased from another company who purchases from *************.

  Business response

  10/10/2022

  Business Response /* (1000, 8, 2022/09/28) */ To whom it May concern: We were contacted by Mr.******* on 9/6/22 regarding a motor warranty claim on a motor purchased back on 4/19/22. The standard warranty process was completed and a warranty replacement motor was sent out 9/13/22. Inyo Pools is a large Century Pool Dealer/Retailer that purchases motors through a Century Motors Distributor. Century Motor Distributors are are only allowed to sell to authorized Century Dealers/Retailers. Inyo works through the distributor on all motor warranties. We are sorry for the frustration that Mr.******* experienced with regards to the original motor not working properly and the requisite warranty process. Respectfully, Inyo Pools Consumer Response /* (2000, 10, 2022/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ok, so this makes more sense now, they are a "retailer" of Century motors that works with their "distributor" for the warranty claims. When I called, I was told that inyo did not handle the warranty and that I needed to call the "manufacturer", which I did even though their website had a warranty process that I had already completed, and they said that they did not work with them. This was a very confusing process even though I followed the instructions on their website properly. It was when I called for a status that I was given this other information that turned out to be untrue. I did receive the replacement motor after what seemed like forever when my pool is down and turning green. They need to change the wording on their video and website that says the warranty process takes 3 days. It does not say 3 "business days", just 3 days, it took 7 days for this process and then had to wait for the motor to ship, so it took 10 days before receiving the replacement motor, which is a long time for a pool to be down. It takes a long time for them to respond and they cannot give you and info on the progress of the claim, so it was looking like I was getting screwed, especially when being told to contact the "manufacturer" and them telling me that inyo is not a dealer in their system. I did eventually receive the replacement motor and they honored the warranty, but their process needs to be more streamlined on their end, someone from inyo did say that they don't have enough people to handle the claims, so maybe they need to hire more people for this, but their website needs to be truthful on the time it takes them to process your warranty claim and have better accounting so that the customer can see the progress of their warranty claim without wondering if anything is happening or not. My frustration was not with the original motor not working properly and the requisite warranty process, it was with the inyo staff not knowing what is going on and giving me false information. If I was just told the correct, honest information from the beginning, then none of this would have been an issue. Yes, I may have been frustrated that I would need to wait 10 days to get a replacement warranty motor, but at least I would have known what I was in for.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Inyo pools shipped a defective NEW pump motor to us, received Aug 8, briefly installed that week. Order #********* Found it overheats and shuts off within 2 minutes. Shipped back (over $50 our cost) IAW Inyo return policy (original packaging, photos sent per their request), with their supplied RA # **********. Now almost September, can only "chat" (transcripts attached), Inyo ignored several emails, and now refuses to refund. Blames "vendor". Huh?**** confirms they delivered the motor to Inyo Aug 25. BBB should be aware of Inyo's habit of ignoring customers with problems, and refusing refunds. This is a $200 motor!

  Business response

  11/02/2022

  Business Response /* (1000, 14, 2022/10/17) */ To Whom it may concern: The customer complaint & frustration are understandable. A full refund has been issued.....we apologize that this refund was not initiated at least 30 days sooner. Internal customer service protocols were reviewed & revamped when assessing this complaint. Sincerely, Inyo Pools Consumer Response /* (2000, 16, 2022/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refunded our cost. Too bad it came to this.

*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. ↩