Business Profile

Pool Supplies

Polygroup Services N.A. Inc.

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This business has 2 alerts

Pattern of Complaints

Complaints

This profile includes complaints for Polygroup Services N.A. Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

55 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:06/17/2025
Type:Service or Repair 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 the pool less than a year ago. The pool was bought at big lots which is now out of business and I can not get a receipt. All I want is liner to replace the old one because of its multiple leaks. Filter and frame are fine. They offered me 30% off but the liner by itself would still be $60.
Business Response
Date: 06/25/2025
Dear ******,

Thank you for reaching out, and were sorry to hear about the trouble with your pool liner. We understand how frustrating it is to deal with multiple leaks, especially when the rest of your pool is still in good condition.

While our warranty policy does require a receipt for full coverage, we truly want to help where we canwhich is why we offered a discounted replacement liner. We realize this may not be ideal, but without proof of purchase, this is the best option we can extend under current policy.

We appreciate your understanding and hope this solution still helps you get back to enjoying your pool this season.

Funsicle
Customer Answer
Date: 06/25/2025

Complaint: 23482265

I am rejecting this response because: you mention the proof of purchase, I believe the proof of purchase is your companies name on the side of the pool. Your company should stand by the product warranty as well. You have codes and numbers on the pool also, doesn't that show proof the pool when and where purchased? I could understand if the pool was 2 or 3 years old but we are talking about 1 summer and holes everywhere. I'm not looking for a complete refund, just the liner.

Sincerely,

****** *****
Initial Complaint
Date:06/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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.
My ******** purchased a Funsicle/Polygroup 15x36 Pool from ******* via a 3rd party seller (Spreetail) on 4/18/25. The pool was not set up for the first time due to very cold weather until 6/4/25.The pool has a large leak somewhere because the pool empties out over 40% water over just a few hours time.The 3rd party seller advised us that there is nothing that they can do because it has been over 30 days since our purchase. We were referred to the manufacturer who gave us a difficult time. The manufacturer advised us to allow the pool to go down to 10 of water and to pour food dye in the pool to locate the leak and they would send us out a patch (band-aid).This is unacceptable to us for a few reasons.1.The pool is brand new out of the box. It should not require a patch which would only cover 1 side of the pool liner and not the other. (Water will always find a way out)****** Dye will spread throughout the entire pool water. (It will not streak directly to a leak)3.The pool includes a 1 year warranty. (This company only wants to get past that time so that they dont have to deal with the customer ************* pool is only up for a few months here in **** due to cold weather.We just want a refund at this point. The pool is junk and cannot be used at all. We paid $215.99 including tax.
Business Response
Date: 06/25/2025
Dear ******,

Were truly sorry to hear about the frustrating experience youve had with your pool, and we understand how upsetting it is to purchase a new product only to encounter a leak shortly after setup. Your expectation for a fully functional item is absolutely valid, and we regret that this situation has caused such disappointment.

However, since the charges were formally disputed through your bank, we are no longer able to fulfill the warranty process or move forward with a resolution from our side. We genuinely regret that this has become such a frustrating situation for you and hope it can still be resolved to your satisfaction through the proper channel.

We appreciate your feedback and will continue working to improve how we support our customers.

Funsicle
Customer Answer
Date: 06/25/2025

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
Date:01/17/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 the Evergreen Classics 7.5 ft twinkly and had filed a warranty claim. The business has been trying to resolve my issue with my tree under warranty terms but the parts (controller) sent do not fix the issue. They advised they cant sent a full replacement but parts only. After this, they now want more pictures and we have troubleshooted all aspects. I have provided them with the photo defects of tree.
Business Response
Date: 01/21/2025
Dear ******,

Thank you for reaching out again and for your continued patience as we work to address your concerns regarding your tree. We understand how frustrating it must be to experience ongoing issues despite troubleshooting and receiving replacement parts. We truly regret the inconvenience this process has caused you.

After reviewing your case, it appears that the tree shown in the pictures you provided does not match the model associated with the receipt on file. The tree in the photos features removable LED bulbs, whereas the Evergreen Classics 7.5 ft Twinkly tree is manufactured with hardwired lights. In order to assist you further, we kindly ask for clear pictures of the entire tree to confirm the model. Once we can verify the tree, well be able to determine the appropriate next steps to fully resolve the issue.

We value your understanding and cooperation as we work to clarify this matter. Please email the requested pictures to *********************************** or contact us at your earliest convenience at ************. Our **************** team is available Monday through Friday from 7:00 AM to 7:00 PM MST. Were closed on Saturdays and Sundays but will be happy to assist you during regular business hours.

Thank you for giving us the opportunity to address this, and were here to help you get this resolved as quickly as possible.

Warm regards,
Polygroup
Customer Answer
Date: 01/22/2025

Complaint: 22823555

I am rejecting this response because:
I have emailed numerous pictures as requested and provided troubleshooting steps after numerous back and forth emails and phone calls.

Sincerely,

****** ******
Customer Answer
Date: 01/30/2025
Resolved; offered gift card for replacement tree.
Initial Complaint
Date:01/14/2025
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 November 28, 2023, I ordered a Funsicle 16ft x 48 in Road Oasis pool (***************************************************************************************************************). I set the pool up in May of 2024. By June, I noticed a small leak near the drain. I contacted customer support without response, the Funsicle website indicates a 1 year warranty on the liner (*****************************************************). By September, the leak escalated to the point which water was draining too quickly to be useable. I made additional attempts to contact customer service to file a warranty claim by October 2024, none of these inquiries received responses.
Business Response
Date: 01/21/2025
Dear *******,

We sincerely apologize for the frustration and inconvenience youve experienced while trying to address the issue with your pool. We understand how disappointing it must have been to deal with a leaking liner and to not receive a timely response from us. Your experience is not reflective of the service we strive to provide, and we truly regret the delay.

We recently left you a voicemail regarding this situation and are happy to share that were offering an electronic gift card for the full purchase amount, including tax, as a resolution. To proceed, we kindly ask that you provide us with a copy of your receipt so we can process this for you.

Please contact us at your earliest convenience at 888-670-4FUN *************). Our **************** team is available Monday through Friday from 8:00 AM to 5:00 PM MST. Were closed on Saturdays and Sundays but will be happy to assist you during regular business hours.

Thank you for your patience and understanding as we work to make this right.

Warm regards,
Polygroup
Initial Complaint
Date:12/29/2024
Type:Service or Repair 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 7.5 ft prelit Christmas tree from ****** which is manufactured and warrantied by Polygroup. One section of the trees lights no longer work and they solved the warranty claim by sending me lights to string on the tree myself which defeats the purpose of buying a prelit tree and I dont have the ability to properly wrap the lights as they would come from the factory. Ive asked them to just replace the middle section of my tree and they refuse to do so to make it right and as it would be if purchased new.
Business Response
Date: 01/07/2025
Dear ******,

Thank you for sharing your experience with us regarding your 7.5 ft. pre-lit Christmas tree. We understand how disappointing it is when a key feature like the lights doesnt work as expected, especially during the holiday season.

While we aim to provide the best solutions possible, we unfortunately dont have individual sections of trees available for replacement. Instead, we offered a set of replacement lights as a way to restore functionality to your tree. We truly regret that this solution may not have met your expectations and appreciate your understanding as we work within the constraints of our warranty process.

We value your feedback and hope that your tree brings joy to your holiday celebrations despite this inconvenience. Thank you for giving us the opportunity to address your concern.

Warm regards,
Polygroup|
Customer Answer
Date: 01/12/2025

Complaint: 22742688

I am rejecting this response because providing replacement lights for me to restring on a pre-lit tree is not an acceptable solution. The string of lights provided have 2 sets of wires which appear to need to be twisted together - probably during the machine process of stinging lights - which is not feasible for a regular consumer to properly string/attach the lights in a fairly permanent way, expected with a pre-lit tree.
Also, you indicated in your response you dont replace sections of trees, however, your warranty email includes the following sentence: Please note that orders for whole trees, tree sections, pool liners, filtration systems, and pumps will require a signature upon delivery. So I do believe you can replace a tree section.
Please provide a more acceptable solution by sending a replacement tree section or a new tree.

Sincerely,

****** ******
Business Response
Date: 01/20/2025
Dear ******,

Thank you for your follow-up message and for sharing your concerns regarding the solution provided for your tree. We truly understand your frustration and empathize with how challenging it can be to string replacement lights on a pre-lit tree.

While our warranty does include replacement of certain tree sections for specific manufacturing defects, in cases such as this, where the issue is related to the lights, replacement sections are not covered under our warranty. For this reason, we provided a set of replacement lights as a resolution to restore the functionality of your tree. We sincerely regret that this solution did not meet your expectations.

We appreciate your feedback and take it seriously as we continue to evaluate our warranty process to best support our customers. Thank you for allowing us the opportunity to address your concerns, and we hope your tree brings joy to your holiday season.

Warm regards,
Polygroup
Customer Answer
Date: 01/21/2025

Complaint: 22742688

I am rejecting this response because this does not fully rectify the issues. Sounds like I just need to return the tree to ****** for a full refund at this point and no longer work through the manufacturer for a resolution.

Sincerely,

****** ******
Initial Complaint
Date:12/06/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
The product was defective and broken, they asked me for photographs and pictures of the sales receipt. After I provided them everything that they asked for, and more. They continue to ask for unreasonable requests in order to help me. Such as a video and more pictures of the sales receipt, which I have already provided them with several times.
Business Response
Date: 12/12/2024
Hello Laz,

We want to personally thank you for your patience and persistence as we worked to resolve the issue with your product. I understand how frustrating it must have been to go through multiple steps and provide documentation, including photos and receipts, only to feel like the process was overly burdensome. Your experience is not reflective of the service we strive to deliver, and I deeply regret any inconvenience caused.

To ensure we made this right, a gift card in the amount of $420.47 was sent to ******************** on December 6, 2024. This is a reflection of our commitment to resolving the matter and acknowledging the time and effort you dedicated.

We genuinely appreciate your understanding and the opportunity to address this situation. If you have any further questions or concerns, please dont hesitate to reach out. Your satisfaction means the world to us, and we look forward to providing you with a much better experience in the future.

Polygroup
Customer Answer
Date: 12/12/2024

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,

Laz Toca
Initial Complaint
Date:11/23/2024
Type:Service or Repair 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 pre-lit Polygroup Christmas tree and used it for the first time last year. After just a couple of weeks the controls stopped working. I contacted customer support, but they would not honor the warranty because I could not find my receipt. They helped me trouble shoot the tree and found that if I unhooked the control part of the wire, and plug the tree directly into the wall, it worked. But will only work on the last setting I put it on before the lights stopped working properly. I asked if I could purchase a new control wire and was told they didn't sell them. Which is crazy. If you spend $300 on a tree you should be able to buy spare parts. I decided to let it go and see if it was just a fluke. I put my tree up and the lights are still not working correctly. I bought the tree specifically for the different light settings, otherwise I wouldn't have even purchased a new tree.
Business Response
Date: 12/09/2024
Dear D'***,

Thank you for reaching out to us and sharing your concerns about your pre-lit Christmas tree. We sincerely apologize for the inconvenience and frustration youve experienced with the lighting controls. We understand how disappointing it is when a product doesnt perform as expected, especially after such an investment.

While our warranty policy requires a receipt for claims, were pleased to inform you that we now offer additional options for purchasing replacement parts, a new feature starting this season. We would be happy to discuss these options and assist you in finding a solution.

Please contact our **************** team at ************, available Monday through Friday from 8 AM to 6 PM MST, so we can provide the support you need.

Thank you for your patience and for giving us the opportunity to make this right.

Best regards,
Polygroup
Initial Complaint
Date:06/24/2024
Type:Service or Repair 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 06/21/24 I bought this swimming pool from ******** And that same day it was set up on level ground and was filled with water. Within 2 hours the sides collapsed out and most of the water was drained out. I pay for my water and decided not to try and refill. It takes 272 gallons to fill this pool and now i have to pay for this water use. These pools are not worth buying. I called this company and they want to argue with me about what's going on. And then on 06/24/24 they call my phone and leave a voice mail saying that i didn't put enough air in it. Does this company really think that people are that stupid.
Business Response
Date: 06/27/2024
Dear *****************,

Thank you for sharing your issue with us. As per our previous discussion, your Family Pool does not have a warranty from the manufacturer. We apologize for any inconvenience and regret that we cannot fulfill your warranty request. Thank you for your understanding.

Please feel free to reach out to our **************** Team at ************** if you have any additional concerns.

Have a great day!

Polygroup
Customer Answer
Date: 06/28/2024

Complaint: 21893762

I am rejecting this response because:
It's sad a company doesn't stand behind their products, I guess I'm out $26.73 and I'm out of a pool.
Sincerely,

*****************
Initial Complaint
Date:06/10/2024
Type:Service or Repair 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 12x24 ****** Waves pool on January 20, 2024. This was purchased while a sale was going on at *******. I put it aside in my fully gutted home so nothing would happen to it. It stayed stored in the boxes until yesterday, June 09, 2024. My family decided to put the pool up. It was finally hot enough in ********* to have consistent weather to swim. After putting the *** up for hours, we decided to fill it. About 2 hours later, we go check on it and there is a puddle on one of the corners with a leak. This is on the seam and I cannot seem to repair it. I filed the warranty with ****** Waves and was contacted within the same day, June 10, 2024. The man who called me told me we was getting the warranty started for a new liner. He then proceeds to tell me that it is right over the 90 day warranty. I literally put it up yesterday. I have every photo proof to prove that this was unboxed and installed yesterday. This is an absolute defect on ****** Waves end. After trying to get this across to the guy and trying to send him my date photos, including the box that is still under my carport, we got nowhere, and here I am, reporting this to BBB. I have dated photos attached to the investigation. I am down almost $600 due to a manufacturing error, but it is being taken out on myself since I did not open my pool and put it up in the winter. Please view all the photos that the phone representative just wanted to argue about. Once again, they are dated. As of today, June 10, 2024, I have the boxes in my trash can. I can show you that the filter was never used, and I purchased a brand new one last week from Amazon to prove that I did not use the pool yet, if that makes a difference. I just want everyone to know that this company is selling defective items. I want my brand new pool fixed, too. But everyone needs to be aware of what I am dealing with: being $600 down for a pool that was opened yesterday. Thank you.
Business Response
Date: 06/27/2024
Dear ***********************,

Thank you for sharing your concerns with us. Your products warranty time frame is 90 days (for the liner) from the date you purchased your ****** Waves pool.
Per the sales receipt you provided on 06/10/2024, the warranty time frame ended on 04/19/2024. We regret that we cannot fulfill your warranty request and thank you for your understanding.

Have a great day,

Polygroup
Customer Answer
Date: 06/27/2024

Complaint: 21828987

I am rejecting this response because:
I want everyone to know that they sell these pools on sale during the winter time so they can void the warranty by the warmer months. Their own worker told me this. Pay a little bit more and get a pool from a reputable company. This company is a serious joke. Go read into how many of their brand new pools leak at the seams. I have dated proof to show when I opened my pool in the summer months. A few days outside of their so called 90 days and they refuse to accept it. Its okay though. Ill get my word around. This is the start since yall do not want to help out on a fault product that yall sold. Yall are thieves.
Sincerely,

***********************
Initial Complaint
Date:05/16/2024
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.
Bought summer waves pool in September 2023 couldn't set it up cause it was cold outside just set it up this weekend and the liner doesn't match up with the designated brace poles must have been miss printing called poly group 3 times and they refuse to either send me a new liner or refund my money I believe they should stand behind their products now I have no pool for the summer and pretty much gave away $749!!!
Business Response
Date: 05/21/2024
Dear ***************************,

Thank you for reaching out to us and providing detailed information about your experience with the ****** Waves pool purchased in September 2023. We understand the frustration and disappointment you must feel, and we sincerely apologize for any inconvenience caused by the issues you've encountered with the pool liner.

Upon reviewing your case, we see that the pool was purchased on August 27, 2023, and you first contacted us on May 14, 2024. Our warranty period for the liner is 90 days from the date of purchase, which means the warranty unfortunately expired on November 25, 2023.

Given that your purchase falls outside of our warranty period, we are unable to offer a replacement liner or a refund under the warranty policy. We genuinely regret any inconvenience this situation has caused and understand how disappointing it must be not to have a functional pool for the summer.

While we are unable to provide a replacement or refund, we want to assure you that your feedback is important to us and will be used to improve our products and services. We hope you will consider giving us another opportunity in the future.

If you have any further questions or need additional assistance, please do not hesitate to contact us at ************** during our hours of operation from 7am to 7pm MST, Monday through Friday. Our team is here to assist you with any inquiries you may have.

Once again, we apologize for any inconvenience or frustration this situation has caused, and we appreciate your understanding.

Best regards,
Polygroup

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This business has 2 alerts

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Polygroup Services N.A. Inc. is NOT a BBB Accredited Business.