ComplaintsforInyo Pool Products Inc.

• 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.

• Initial Complaint

  08/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date 8/21/2022 @ 447pm, order ********* billed to my ******** card, my order was delivered by ups amount billed to my card was $184.00 ($171.96 and $12.04 tax), I ordered 4 filters Hayward CX-500 or C-7656 their item *******, the size of my filter (7 inches in diameter and 19.5 inches tall with a 3 inch bore) they sent me 4-APCC-7648, 7 inches diameter and 14 inches tall with a 3 inch bore. When I followed the rules to get a return I was told that I must pay to return, I must insure the items with confirmation, a 20% restocking fee for their mistake and also reimburse them the cost of shipment that they gave me free shipping. I want a full refund to my card and a free shipping label to return the wrong product

  Business response

  10/26/2022

  Business Response /* (1000, 10, 2022/09/26) */ To whom it may concern: We apologize for the error with our supplier. A full credit in the amount of $184.00 was issued 9/19/22. Sincerely, Inyo Pools Consumer Response /* (2000, 16, 2022/10/11) */ resolved

• Initial Complaint

  08/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 5/17/2022 I purchased a ECM16CU, V-Green 1.65 HP Round Flange 56J Variable Speed Motor, GOKIT3SALT, salt water tune up kit and a PL2672 impeller. The problem I had is with the ECM16CU, I installed the motor and new parts on May 26, 2022. on August 1st I received a message that the motor had Stopped working. I followed the instructions from the motor manufacturer trouble shooting the equipment. After several recommended resets the motor would only run for two to three minutes and quit and eventually not restarting. I called the manufacturer, Century/A Regal brand, and discussed my problem with their customer support. After a couple more tries to restart the motor on the phone with Century Tech support, they advised me that the problem was in the motor controller, and I needed to contact my vendor for warranty issues. On August 3rd I chatted online with a representative about a warranty replacement and I was advised on how to go about it. The following day I had all my ducks in a row pertaining to the requirements for a warranty replacement, which included photos of the front end of the motor, the serial number and model. I also included a photo of the controller, the particular fault that continued to be inactive after the recommended reset procedure. As a result on 8/04/2022 support ticket ******, following this video on their website. https://www.inyopools.com/blog/pool-pump-motor-warranty-process/ In the video they state that they would reply to the support ticket 24 to 48 hours for warranty review. On 8/09 I hadn't heard any response so I added a message to the effect of my installation date of May 26. August 10, I spoke with a man who didnt give me his name, but said they were busy, he pulled up my ticket and said that it would be processed. At 9:43 August 16, I spoke with c/s The man again pulled up my ticket, said that there was only two of them to answer 500+ emails, to which the support information we sent and said it would be processed soon.

  Business response

  09/26/2022

  Business Response /* (1000, 9, 2022/09/09) */ To Whom It May Concern: We apologize for the delay in handling of the warranty of the motor. A replacement of the motor was placed on 8/23/22 Order *******. The replacement motor was delivered via**** 8/26/2022 Inyo Pools Consumer Response /* (2000, 10, 2022/09/07) */ Inyo pools responded positively to the complaint. Thank you.************

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two CMP 1.5" MIP, 2" Socket Union - 21063-160-000 for a total cost of $47.99. The items were still in the processing stage, and I had reached out to INYO Pools to cancel the order, but they claimed it was impossible. MY CC firm disputed the charge on 05/25/22, then the credit was reversed in favor of INYO Pools on 05/25/22. I received an email for an RMA return #********, returned the unused items to them on 06/23/22. Their system indicates that they accepted the returm as of 06/30/22 and credited my account. However, my CC firm has no record of the $47.99 credit.

  Business response

  10/07/2022

  Business Response /* (1000, 5, 2022/08/15) */ To whom it may concern: We were notified on 06/15/2022 of a chargeback associated with this order. We were not advised of any issues on the order, however, the chargeback was successful. The customer will need to contact his bank in regards to the reversal of funds. Consumer Response /* (3000, 7, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) INYO Pools - Megan claims that a refund was issued on 08/11/22, but this refund has NOT showed up as a tenative refund from INYO Pools. The activity that took place on 05/25/22, was relating to the original order where: 1. Order placed: $47.99 2. Citi acct***** issued a conditional credit: -$47.99 to my acct. 3. Reversal in favor of INYO Pools: $47.99 (Cancelling out the conditional credit) The product has been returned to INYP Pools under their Retrun #******** They accepted the returned material, placed back into inventory, and supposedly issued a credit to my CC***** acct. My search of all 47.99 amounts only returns the items that I listed for 05/25/22. INYO Pools has NOT honored their part as vendor for returned material. I want my refund reflected into my CC***** account immediately; it has been almost two months now. Business Response /* (4000, 11, 2022/09/02) */ To whom it may concern, This customer was advised via email on 08/11/2022 and 08/16/2022 (by a CSR) that he was in fact refunded by us. Attached is the transaction information.

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order with Inyopools.com 06/06/2022 Order*********, - 2 tubes of Magic Lube O-ring Lubricant 1 oz. I only received one (1) tube. sent them three on-site e-mails. No response. Called them and spoke to Eric 06/22/2022, his response to me was that they're short staffed. It would take just about 20 minutes to put that tube in a small envelope. address it and give it to the mailman when he comes to pick up packages to ship out. I paid for the 1 oz. tube of Magic Lube and I would like to receive it asap. Or, issue me a credit for $7.99.

  Business response

  08/08/2022

  Consumer Response /* (2000, 5, 2022/08/08) */ Complaint Case #********* can be CLOSED. Thank you for your help in this matter. Sincerely, *********

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order a salt cell from them on July 1 part # PL 7106 for an squirted system. When part arrived I proceeded to instal it. It didn't work correctly with display box. I then looked at the packing box and noticed part # PL 7710. I contacted them and they said this is what I ordered. I went back to my computer and still had the page up from where I ordered it and it said PL 7106. I don't know how it got screwed but somewhere in the ordering phase it screwed up the part numbers. I know what part I needed as the PL 7106 is for an aqua rite system and that's what I needed. Through several chats with them they said they would look into it and see if they could rectify the problem. They said they would contact me back but the blew me off. I contacted them again and the said sorry nothing we can do you ordered the wrong part. The thing that is so frustrating is that I still have the web page up and I am looking at part # PL 7106. How it came to be a different part # is beyond me. I would just like to exchange it, they will not do it. Just blame the customer I guess.

  Business response

  08/19/2022

  Consumer Response /* (2000, 9, 2022/08/08) */ I added a statement to my complaint of what the company offered for a resolution, and decided to accept it to close out this matter. Sent from my iPhone

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 8th we purchased a part from what we thought was a legitimate company. It was shipped and arrived quite quickly on july 12th. the very next day ON JULY 13TH we went to install it and it was defective and did not work. We spent 2 hours with the manufacturer(******** and they told us that it must be defective and to contact the company which we did on JULY 13th. The very first contact we had was with their chat representative who told us to file a warranty claim with the manufacturer. That immediately raised red flags. DOes this pool company regularly sell defective products knowing they will fall under warranty. Completely unacceptable. Then inyo told us send pictures show us how it was installed. then they said they might charge a restocking fee. Then they said they need more pictures. then they denied the return. This is our first and last time shopping with this company. Do I feel they intentionally sell bad products and then give the customer the run around having to go to the manufacturer for more effort to get a warranty claim.? yes, they claim they have a 30day policy. The proper thing would have been to immediately get it switched out. Heck, they could have tried to drive and switch it out too. we are not that far. inyo does not go above and beyond for their clients. No one called. No one went the extra effort to fix this and we are on day 6 since we started asking for help. We thought we were buying a new working product from a reputable company and feel completely deceived.

  Business response

  09/08/2022

  Business Response /* (1000, 8, 2022/08/03) */ To whom it may concern: We apologize for the frustration with your order. Typically we refer the customer to the manufacturer because of their ability to troubleshoot and resolve most defective claims. However, as in your case, there is a chance the item is damaged/defective. Our customer service representative should have provided a better experience on chat, and followed up thereafter. We have since sent you a *** return label to get the item back and issued a refund for the order. We sincerely apologize for the lack of customer service and frustration on your order. Consumer Response /* (3000, 10, 2022/08/10) */ Hello, We just wanted to update you on Inyo pools in which we have been dealing with for almost 1 month. Just to update: As of today they said they credited our visa: Our bank has not confirmed nor has the money appeared so we will let you know. The documents attached shows they have said they issued a credit The other documents show our return in which it took them over 20 days to send us a label for the return. We started asking on July 9th. What is really strange besides the email that says they are issuing a refund, and besides the email that says warranties are in place( I just think it is weird if the item DOES Not work the second of installation they wanted us to go through warranty). The most strange as you can see from the email is they claimed they also shipped us another board THIS IS NOT TRUE! even though the email said ***** shipping confirmation; when you track it: it shows it goes the item went to connecticut. I just wanted someone else to see what I see so you can be informed. We do not want nor did we receive another board. We no longer want to do business now or in the future with Inyo pools. We just wanted to be made whole. thank you have a good day I guess you can update the file as closed: if we do not receive the complete refund I will let you know Thank you Business Response /* (4000, 12, 2022/08/15) */ To whom it may concern: We apologize for all the frustration on this order. The original CSR you dealt with should have escalated not only your defective claim process and refund. ON 07/22 we sent you a label, that is the notification you received about an item being shipped to us and the other was to the warranty center, they should not have been added to your order which created more confusion than necessary. We did, however, issue a full refund on 08/03/2022 which does show as being transmitted successfully. Your financial institution should have received the refund and if not, please give us a call so we can provide the transaction details to you. We sincerely apologize for all the issues you've encountered on this order.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased pool pump repair parts from Inyo Pools. The parts when delivered, were warped, and would not match up to be capable of using. Was told they were not returnable after I sent video of the parts.

  Business response

  07/27/2022

  Business Response /* (1000, 6, 2022/07/20) */ Mr. ********, We truly apologize for the issues with your order. After further review, the Customer Service Representative handling your order did a horrible job communicating and resolving your issue. It was brought to our attention and the customer service manager tried to resolve the issue once he was made aware. We have since issued you a refund and sent a UPS return label for the return of the defective parts. We apologize for the poor experience and will use this to better train our customer service team. Consumer Response /* (2000, 8, 2022/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received full refund. I am satisfied, but was frustrated with the response of a denial before they even seen the warped parts. Thank you in this matter.

*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. ↩