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Business Profile

Pool Supplies

PSS Pool Spa Supplies

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Supplies.

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/17/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Placed an order on 7-10-2025 for 5 @***** LED - Led Light Assembly:Quad LED RGB Daisy ***** 38" - 701564-4-DLO-XL(for which I was billed) and only 1 was shipped to me and on my shipping receipt it reads the order is complete. I have tried contacting them by phone (3 separate times) and have gotten no response and I have also written to them via their website. I would like my original order fulfilled or a refund of the undelivered parts. Please see the enclosed photo of the original order and also their shipping receipt and picture of the single part I received.

    Business Response

    Date: 07/17/2025

    Thanks for reaching out to us. We responded to all of your inquiries that you sent through our website immediately today, and even followed up later in the day. All of our correspondence is attached. We responded first, immediately, letting you know that were investigating the issue. Then, we replied later, letting you know we conducted our investigation, and found the issue, and apologized, and corrected it immediately. Our correspondence is attached, and available in your email inbox. We are not sure that open a case with the BBB was needed, but we are here to help by any modes needed. A PDF copy is attached here and pated below for reference, with time stamps. 

     

    PSS - Pool Spa Supplies <***************************************************************************>
    3:57?PM (3 hours ago)


    to just4fun








    Hi *******,


    We apologize for our oversight and we will get the missing units shipped immediately. 





    Sincerely,
    The Team At PSS




    Sincerely,




    On Thu, Jul 17, 2025 at 12:58?PM ********* <****************************************> wrote:






    PSS - Damaged Shipment Report


    Order Number *********
    Name ******* ********
    E-mail ***********************************
    Replacement YES, I need a replacement sent
    Comments I ordered 5 of these(Please see my original order)which I was billed for but you only sent 1(See your shipping receipt). Please let me know how to proceed. Please send the other 4. I have called 3 times and have gotten no response back.

    *** ********
    ************
    Photo Uploader IMG_20250717_135532_683.jpg


    PSS - Pool Spa Supplies <***************************************************************************>
    12:59?PM (5 hours ago)


    to just4fun








    Hi *******,


    Thanks for reaching out to us. We apologize for the issue. We are investigating this immediately, and we will get this issue resolved. We will have an update for you shortly. 





    Sincerely,
    The Team At PSS



    On Thu, Jul 17, 2025 at 12:58?PM ********* <****************************************> wrote:






    PSS - Damaged Shipment Report


    Order Number *********
    Name ******* ********
    E-mail ***********************************
    Replacement YES, I need a replacement sent
    Comments I ordered 5 of these(Please see my original order)which I was billed for but you only sent 1(See your shipping receipt). Please let me know how to proceed. Please send the other 4. I have called 3 times and have gotten no response back.

    *** ********
    ************
    Photo Uploader IMG_20250717_135532_683.jpg


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

    Customer Answer

    Date: 07/18/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



     

  • Initial Complaint

    Date:07/12/2025

    Type:Delivery Issues
    Status:
    Answered
    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 service provider never responded, there is NO tracking number for the delivery, there is NO customer phone number or way to reach this vendor, there is an automatic service that doesn't work, I reached out several time, is being more than 3 weeks since the payment was completed and still no answers from this business, I will have to issue a claim from my bank to collect the money

    Business Response

    Date: 07/14/2025

    Order: 100264520

    FedEx Tracking Number: 391020674356

  • Initial Complaint

    Date:06/30/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    We ordered four pleatco pool filters on 4/27/25 for $247.01 . We received one Horizon filter and never received the pool filters that we ordered. We have tried repeatedly to contact the company. We left messages and emails and have not received a response.

  • Initial Complaint

    Date:05/30/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Date of Transaction was May 22nd 2025 I ordered three parts 1. Master Spas - Topside Panel, MP800, No Overlay, For MS40 - X310203, ***** - SKU X310203-***** 2.Artesian Spa - Overlay, Tidalfit TP800 3P - OP11-1105-11 SKU ART--OP11-1105-11 3. Artesian Spas - AOP, ********, 240V, 6 SKU ********** Company said that I would receive the parts with the 3 day shipping that I paid ********* were not received within 3 days and I want my money back that I paid to expedite this order, plus a refund of the parts that were not received, which were numbers 1-2 listed above.The company emailed me on May 22nd that the Ozonator part "Item 3 in the list above" would be coming late, I agreed to that and was fine with that. However Items 1-2 were promised to come on time and never came.I received a partial order of only the Ozonator - Part Artesian Spas - AOP, Aquanova, 240V, 6 SKU ********** and another part that they claimed was Artesian Spa - Overlay, Tidalfit TP800 3P - OP11-1105-11 SKU ART--OP11-1105-11 -- But it wasn't what was pictured when I ordered from their website nor was it the correct part number.I never received the correct overlay part or the most important part the topside panel Master Spas - Topside Panel, MP800, No Overlay, For MS40 - X310203, ***** - Part 1 above the topside panel cost $285.00 and Part 2. the overlay cost $21.89 Plus three day shipping at $100 and taxes $36.21 (8.9% tax rate they used)This comes to a total of ****** that I want refunded immediately as I haven't received what I purchased or the timely delivery promised. Also I received an email from them May 30th that said that they don't even have the parts or the correct parts I ordered for Items 1 and 2.

  • Initial Complaint

    Date:09/16/2024

    Type:Product Issues
    Status:
    Answered
    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.
    November 30, 2023 - Order #********* - $143.12 ( $120.67 part; $22.45 shipping) for Sundance Spas - LED Lighting, Footwell LED, Multi-Color, ************** (SKU ACT-6560-136).12/1/23 - received the following email: Dear Customer,We apologize, we have an unexpected delay on this part, but they are expected by 12/22 from the factory. Would you like for us to hold the order and ship then or cancel the order for you? We sincerely apologize for the unexpected delay. These delays are unusual, but they are an unfortunate product of these crazy times.- ****** ******** ---12/10/23 - I responded to hold the order and ship when available.12/11/23 -- ****** ******** responded 'We thank you for your understanding. "1/5/24 - I emailed requesting an update, as it was past the 12/22 date provided.1/9/24 - ****** ******** responded "Unfortunately these did not arrive as expected our *** was pushed out to the 1st week of February. "1/27/24 - I replied that if there were further delays that I wanted to cancel the order and have my money refunded.1/27/24 - ****** ******** replied "We thank you for your understanding."No further communications.I left a voicemail 9/16/24 indicating I would be filing a complaint and that I thought their business was a sham.

    Business Response

    Date: 09/17/2024

    Thanks for calling our attention to this issue. We have cancelled and refunded your order. A copy of the refund is attached. 

  • Initial Complaint

    Date:08/16/2024

    Type:Product Issues
    Status:
    Unresolved
    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 heater on our spa stopped working in the last year or so because my wife has been going through cancer treatments and wasnt able to use the spa and with all the treatments it wasnt a priority. After treatment she is able to use it again and it is really helpful with all the body aches and pains. So I ordered a part for my spa based on what the website said was a direct replacement. I received it late with no tracking info but was just happy it finally came. I was in the process of looking at it and company with my old part and realized it wasnt the same. I called and tried to get in touch but no answer so I left a voicemail. It wasnt returned. I emailed with my issue and my email wasnt returned. After trying to call multiple times I finally got someone to answer the phone and he told me I it was a direct fit and I was wrong about it being wrong. I told him I found the correct one on their website and after telling me I could just do this or that to make this one work he finally agreed it was wrong. I did what he said and went through the website once again and after days finally got the info to return it and paid the $50 to ship it. They received it on a Monday and I hadnt heard from them so I called multiple times and left voicemails with no response. Finall on Friday I got ahold of the same person and he told me I would have to pay for another part and they would get my refund processed I. 7-10 days and I said I would just like to pay the extra and get the correct part. He said they dont do that and I said ok then I would also like my shipping back as your website was wrong and the part didnt fit as it said it would. He again told me I could have made it work by modifying my hot tub and I said Im not going to do something to my hot tub that wasnt necessary and Im not a tech so I just want the right part. Still waiting on my refund. This company is a joke and what started out as a way to help my wife has ended up being just the opposite.

    Business Response

    Date: 08/17/2024

    Hi *****,

    Thanks for reaching out to us regarding your Order #*********. We see that your Order #********* was returned to us under RMA WPO-*********-REF-KA, and our returns department checked it in and the order has been refunded. A copy of your refund is attached here for your reference. Please let us know if you need anything else. 

    Customer Answer

    Date: 08/20/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 

    The part I ordered was the part that your website showed was a direct fit for my spa. It was not and upon calling your customer service, the man I spoke with wanted me to modify my hot tub to make it work after he argued with me that it was correct. Finally he agreed it was not the correct part. I paid $ ***** to ship a part back that was wrong by no doing of my own. I want my shipping returned also. 

    Regards,


     


  • Initial Complaint

    Date:06/21/2024

    Type:Product Issues
    Status:
    Answered
    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 made a purchase on 5/13/2024. I received a tracking number for it. As of 6/21/2024 it is still saying label created. It has not shipped or anything over a month later.

    Business Response

    Date: 06/21/2024

    Hi Raychiel,


    Thanks for bringing this to our attention. This order was shipped on May 14th, but you are correct that the tracking shows no movement. We will file a claim with the **** regarding this shipment. In most cases like this we send another shipment immediately, but we received a notification from a complaint filed with the BBB, so we will get this order cancelled and refunded for you. We apologize that the **** did not deliver this package. We will get the claim filed now and your order cancelled and refunded for you. 




    Sincerely,
    The Team AT ***

  • Initial Complaint

    Date:05/22/2024

    Type:Delivery Issues
    Status:
    Answered
    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 Viking spa VL406 topside panel on May 12th 2024 at 1:20 pm in the amount of $135.00. I also paid for 3 day shipping which cost $15.45. Tax was $9.03. Total charged to my card was $159.48. Today is May 22nd 2024 and I still have not received my order. I have called and left multiple messages including 2 messages today and it always goes straight to recording and only lets you leave a message. I received one call back on May 21st 2024 from someone who said they can't figure out what is going on and would call me back later the same day. Of course no callback from him. I also sent a tracking request which I received an email on May 19th stating they received my request and to wait 24 to 48 hours for response. Well it's been 72 hours plus with no response. I don't understand what is so hard about either getting me my order or at least letting me know what is going on. At this point someone needs to contact me immediately with an explanation and they need to overnight the order to me at their expense. I paid for 3 day shipping and expected the part a week ago.

    Business Response

    Date: 05/22/2024

    Hi *****, 

     

    Thanks for making us aware of this issue and we sincerely apologize that the package wasn't delivered on time. We have requested that ***** return the shipment to us once they locate it and we have refunded your order in full. 

     

     

    Cancelled and refunded per customer request. ***** is returning the shipment to warehouse #3 under claim #C-115748531

    - The Team At PSS

  • Initial Complaint

    Date:03/06/2024

    Type:Product Issues
    Status:
    Unanswered
    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 placed an online order and my credit card was promptly charged for the item. I did not get an update so after I week, I requested an update status via their website. Three days ago, I received an email apologizing for the delay that included a **** tracking number. Fast forward until today, the tracking has not moved because the item had not been handed over to **** so I called. After finally getting in touch with someone via the technical service option, a gentleman tells me that they are waiting on back ordered seals. I asked why I was not informed as I have now wasted time waiting on the item. I told him to just cancel my order since they didnt fulfill it and he said that it had already shipped. I asked how it had shipped since they were waiting on the seals. He said that I can dispute it with my credit card company and thats what I plan to do. In my opinion, avoid this company!

  • Initial Complaint

    Date:02/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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 2/20/24 I ordered a pool pump capacitor item # *********** order #*********. Before ordering I read the websites return policy which indicated you merely need an RMA number in an item needs to be returned. I received the capacitor, read the instructions about its' installation and then installed it per the instructions. The pump still didn't run and I removed the part immediately. The part is still in its' original new condition. However, upon emailing the company they advise they will not issue an RMA # due to the fact it was briefly installed. For all I know the part is defective as I have no way of testing it. I'm registering a complaint and requesting a refund.

PSS Pool Spa Supplies is NOT a BBB Accredited Business.

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