Leslie’s Pool Supplies, Service & Repair

This overpriced unit ($1,399)worked for only 2 years and was told by Leslie Pool that it wasn't worth fixing. Was able to get a Polaris 9650 iQ ($1,699) after speaking with the manufacturer and that unit lasted less than two years. Again Leslie Pools said it wasn't worth repairing. Leslie only appears to want you to leave the unit for them, I don't think they even bothered to trouble shoot mine. I will try to get this fixed elsewhere as I am not falling for that "just leave it" line again. Also Leslie never picks up the phone and does not call you back.

During the freeze I lost a housing for my Polaris pump. I went into Leslie's pool supplies on 1488 to get another. I went in to check on it and was met by a complete fry who said something akin to "hey dude, I don't know anything about pool parts maaaaan. If you come in tomorrow the owner will help you dude. he is so smart...dude, he knows everything". So much for the pool god worship.
I never got a call back so I tried to order one on line. I could not put in an order until the end of June! Finally I put in an order in but it did not ship until June 30th. then it got lost. So I contacted leslies and was GARAUNTEED that a new one would arrive in 5 days. When I called to check on it they said they were mistaken and that it was not available. I demanded a call from management. Michael with ID # 13308 called me and apologized. he said the housing was unavailable. So I asked him to take the housing off a pump that was available and send it to me. he refused. So I asked him to send me the entire pump. he refused, saying I could order it on line for the full cost. I asked to speak to a manager. He refused.
I will do my best to avoid Leslies and suggest you do too.
I then called Leslies on 1488 and asked for help. They said, as usual, no manager was available, and when I explained my situation stated that if I did not have anything important that they could not help me!

I took my Hayward Navigator Cleaner to Leslie Pool Supply at Power and McDowell in Mesa with a hose tangling issue. The manager took the cleaner apart, and without asking me, replaced a small plastic gear housing part and put the cleaner together.

He then walked over to the register and said the parts come to $75. I was never once asked if I wanted these parts replaced as all I wanted to know was what is needed to get it fixed. My cleaner is over 9 years old, so it did not make sense to put that much money into it so I asked how much a new cleaner was. Cost would be $429 less $100 Hayward rebate. I wanted to purchase the new cleaner then; however, they were out of stock and I was told new ones are already on order.

The manager then removed the new parts from my cleaner and put the old parts back in, but the cleaner gears were now locked rendering the cleaner useless. The cleaner wasn't working 100% when I bought it in as it tangled often, but it still worked. I let the manager know about this and his exact words to me were, "It is what it is."

I took the cleaner to another pool supply company and they could fix the issue with the very same part for $41, a savings of about 50% from Leslie's. I was so impressed by this other company that I purchased a new cleaner right there on the spot.

If you take your cleaner to Leslie's for evaluation make SURE you tell them to let you know BEFORE they start replacing parts, and DEFINITELY ask exactly what the cost will be to fix it.

This information is not correct because these pools come with warranties that are prorated after yearsThe DM called after I left him a message stating that and he checked into it and called me back with the correct informationSo now I am working with the warranty company trying to come to a solution!

Hello,Leslie's District Manager has tried to reach out to the customer via phone and emailLeslie's is currently waiting on a return call or email.Thank you.Leslie's Customer Care Team [redacted]

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, Freddy J [redacted]

A service technician was sent out to replace the bottom on the filter and got the system up and running properlyThe customer was home during this and happily signed the work orderThank you

Per our system, the defective unit was replaced with an upgraded model on 8/9/

I was informed they have pool service peopleIt should be an easy fix to rectify this situationThe problem was not chemicals but an inferior product, and instruction by a Leslie employee

As stated before, we sell heat pumps but we do not service themThe customer has been advised of this numerous timesThank you

We are still reviewing this complaint and will respond with an update shortly

During my many calls with Ramona at Estes and Devondra from Estes Level Two, there was never an appointment set to pick up the itemIn fact Devondra kept telling me "it wasn't in their system" I did ask if it was possible to pick it up when and if they found iit , but they have such limited pick up hours I am unable to accommodate pick up and/or be home to sign for a deliveryI have asked reps from Leslies at least twice to return the itemThey have not done this as I received anther call today from Estes for me to pick up the itemDuring the conference call with Leslies last week I again told their rep that I was not interested in trying to arrange any more deliveries and I was refusing the itemWhy has it not been returned? In the original sales transaction, there was never mention that during the shipping process I would be responsible for either picking up the item or being home for delivery Leslies baited me into making the purchase by selling 'free shipping, delivery by 6/(as stated on my previously attached receipt) and now that they could not fulfill their promise are switching the conditions and agreement of the sale and are demanding that I pay all of the shipping

Hello Revdex.com, [redacted] has been in contact with Mr [redacted] *and explained to him the reasons as to why we were unable to return the product back into the store location and he understoodIn addition, Mr [redacted] was explained the differences between Power Powder and Chlor Brite and the reasons as to why he would have different results given the two different productsWe value Mr [redacted] as a customer and offered him some Customer Appreciation Dollars rather than refunding him on the product Thank you[redacted] Customer Care Team

We offered the customer a refund as requestedWe are sending a corporate check out the customer's home to resolve this complaintThank you

This complaint has been resolvedDue to the numerous error codes the heater displayed we agreed to refund the customer on repairs made and provide a quote for a new heaterWe are also doing a free installation on the heater that the customer plans on purchasingThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Based on the attached investigation results, we are disputing the customer's claims of any negligence or liability on the part of Leslie'sHowever, in good faith, Leslie's would like to offer to assist in a resolution for the customerWe are willing to offer a discount on the replacement light and are willing to partner with a contractor in the local market to help secure a reduced price for any repairs associated with the light installation

Hello Revdex.com,Leslie's District Manager reached out to the customer and came to an agreementLeslie's will be giving the customer some product free of charge for the down time of his cleaner being in the shopThank you.Leslie's Customer Care Team

The service manager spoke with the customer and agreed to refund her the $via corporate check

We apologize our associate provided the incorrect requested product Leslie's will provide the customer a Leslie's certifcate valued at $since we did not meet their expectations and we cannot find a resolution in our system