Leslie's Swimming Pool Supplies

[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 ***, 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,
*** ***

Ordered a pool pump motor in April of it took almost 2weeks to get it, in the meantime the person who was to install it could not do it for a couple of weeksWhen he was able to come and do it he informed us we needed extra parts So we went to order additional partsThey finally came in and it was wrongThe girl tells me oh sorry I forgot to tell you you needed additional parts to go with the additional part I got my money back on the additional part, but they refuse to work with me on the motor, because their policy is days! It took almost days to get the motor They never told us about the day policy when we purchased the motor and when we went to the store to see what we could do the girl told us she could give us store creditSo the next day we went back and the girl told us oh sorry I can't do that eitherThe district manager called and she would not help eitherSo we are out almost *** dollars We are retired and husband is disable veteran I may

I purchased a pool filter and pump over a week ago because mine had diedWe had a member of your service team come evaluate the property and give us an assessment so we then purchased what was needed to ensure the pool was ready for Labor Day weekend and didn’t turn green
Now we find out that they entered the wrong address and the package was delivered to a different town in Long IslandI’m now having to go a third weekend in a row without anything to filter the water in my poolThey keep saying they’re going to find my filter and pump and “deliver it today or tomorrow” and instead they keep pushing it off and we’re forced again to call
I’m disgusted with the fact that my fiancé has called daily and we have no answersNot even a replacement has been sent to us since the mistake happened on your teams account

When making an online purchase, my order summary and receipt state the following:
"Shipping Details
Orders are PROCESSED within hours of receiptMost orders SHIP via *** ***deliver times are between 3-business days." As well as, "Estdelivery date June 05"
So, I expected delivery on June 5thWhen it did not arrive, I called Leslies and they told me to call the delivery companyI called the delivery company and they said they had given the parcel to a 'sister company' for home deliveryAfter countless phone calls, and many minutes on hold, often up to one hour per time, the delivery company told me "you are not in the system", or "we don't have that parcel"After many more calls to BOTH trucking divisions, as well as Leslies, I have been told many different thingsThey want me to pick it up at a truck depot (only available between 10-2), or to take off work to receive delivery (they can only give me a delivery window the night before, and I have been tol

Hello Revdex.com,Leslie's has reached out to the customer again and came up with a resolutionInstead of store credit, the customer will receive a $check from the corporate office.Thank you.Leslie's Customer Care Team

Dear Revdex.com,
Leslie’s will be in contact with Stephen Wheeler (complaint id:***) to offer to repair the heater under warranty.Thank you

I went in to purchase pounds of shock for my pool The shock made my pool greener and it is a stabilizer rather than shock
I went in to purchase pounds of shock for my pool on April 21st at the *** *** ***, GA location I was advised by the salesperson that Chlor Brite was a good shock I purchased it On April 30th, my pool had a slight discolorization to it, I added cups of this "shock" and ran my pump for hours, brushed the bottom of my pool It did not clear up, later that evening, I added more cups of Chlor B***, my pool got very green I have had a pool for years, and THIS HAS NEVER HAPPENED The store manager, Ashley, refused to refund or exchange this product for some good shock This stuff they sold me on does not even have a smell as all shocks do I think it is a bad batch as AGAIN, there is no smell which tells me why it did not work I simply wanted to exchange and Ashley would not allow me too This product is not good, I had to ope

Hello Revdex.com,Leslie's has reached out to the customer and came to the agreement of store credit.Thank you.Leslie's Customer Care Team

Please do not use this company, I called them to fix issue with air bubbles, in my poolwhen the tech showed up, he did not even bother asking what is wrong, he adjusted the cleaner valve from high to low, I had it on high the day beforethen he told me the job is done, informed him that is not why I called you, the issue is air bubbles in the pool He told me that is not why you called Air bubbles in the pool is consider as water flow issue Then he said the issue for the air bubbles is an O-ring that needs to be changed, but he cannot fix it since he does not have it So I paid him the 80$ for service call, and $trip chargeI bought/replace the O-ring that day, another $20, but nothing was fixed I called them twice after that, and I was told someone will call you back, but I never got a call back I guess they have nothing to say to back up their work
call numbe*** tech name: Kevin M***

I received a call that Leslie's had set up a appointment for 08/15/without consent from myself and the tech was actually at my door to drain our pool and acid wash tomorrowFirst off NOBODY is home at o'clock in the afternoon, second I did not set up the appointment, third the lady on the phone would not reschedule because she can't guarantee a time frame that fits my schedule ???, I told her that I was only home at 4pm, and she says leslies time frame is between 12pm and 5pm to drain the pool, and the same time frame the next day to acid wash the poolOur schedule only works after pm during the week, but she was not interested to work with our schedule, although she did ask if we wanted to reschedule she was unwilling to work with our busy work weekI then told her I would have to go with another company that actually works with their customers work schedule, and she said fine,I will tell the tech to leaveUN considerate to say the least

*** is an independent installer we have very little influence with themWith that said the District Manager has made contact with the customer and offered them $in Customer Appreciation Dollars to
compensate for the $fee that the installer charged to lay the ground cloth and additional sand that they paid for that was not usedWe also have an even better filter hose set aside for the customer at the store for them to pick up free of charge as well We have reached out to the owner of *** on multiple occasions and he is working with the customer directly the remaining installation issues as this is not something that is in our control

One of the worst customer service experiences I have ever hadAfter spending money on a new filter with them and then having it not work properly, taking the water to get it tested numerous times, calling the service department being put on hold then finally speaking with someone only to learn they would need to have someone else call me to schedule a service appointment, never receiving that callCalling the local store for help to which the manager basically told us he didn't need our business and was not willing to help usCalling the service department again, put on hold again, finally speaking with someone who said they could send a tech out in a week and half because "we only have one tech that services that area and he doesn't go out there that often"In addition, they have done nothing in all the times we have taken our water to be tested in the last two weeks to explain to us why the chemistry keeps getting out of whackThey test us and then shove another product in our handI will never purchase anything from this company againI'm not sure how this place is even in stays businessIf I could give them zero stars I would

I had purchased the Leslies branded 40K salt system-when the tech came onsite he found out he could not install it because he needed a cord longer than feetAll of the other competitive salt system models in the market use 15'
Leslies was unwilling to accommodate and all they did was offer me a lower level replacement model (a Pentair Ichor 30) for the SAME pricing! What a rip-off! I had no alternative but to cancel the order with a refund
To add insult to injury-I then had to chase my own rewards dollars (earned from a prior purchase) with their corporate office-these were applied to this cancelled order so-they could be restoredTalk about an attitude from the guy that said he was going to restore my rewards dollars! Buyer beware!
This whole experience was a tremendous waste of my time along with providing a lot of aggravation!

complaint #*** was closed as Leslie's Pools stated they did not sell that model to me See attached receipt
The pool heater heat pump needed service which Leslie stopped servicing and would not provide parts The panel needs to be replaced to test if it still works Leslie's Pools changed owners I guess and now will not assist

I purchased a pool motor from leslies in october of last year, the motor failed a little over a month agoWhen I purchased the motor at store #*** the manager told me it was covered under a year warrantyThey said it would not be covered due to corrosion on the motorI called customer service no less than times over the last few weeks, each time the reptold me that the motor was indeed covered by the warranty and they would refer it to the district manager John E*** and assured me he would rectify the issueI have yet to receive a call or any contact from this manager and have since had to purchase another motor to get my pool up and running againI spend several hundred dollars a month in their stores and cannot believe they would not honor their own warranty

Hello Revdex.com,Leslie's reached out to the customer and had to leave a voice mailWe intend to provide the customer with store credit once she returns our call. Thank you.Leslie's Customer Care Team

Getting the run around the store and the corporate officeWe purchased a Hayward Goldline salt cell from the store, brought back in months, it has failed again in months and now they are telling us that they not only do not sell Hayward Goldline but even though we have the original receipt with the correct SN # - both with the same product name AND model they are denying our warranty as it's an older productThey also claim they have never sold/carried Hayward GoldlineFunny in that we have an original receipt to prove otherwiseThey not only gave us the product but now saying the one they gave us the second time was manufactured back in There is no manufacture date on the product - they are either lying or push goods on their customers only to short change them on a warranty

Hello Revdex.com,
We reached out to the Ms*** *** and came to an agreement to give her a returnMs*** will receive a corporate check for her returnThank youLeslie's Customer Care Team

Revdex.com:
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. For your reference, details of the offer I reviewed appear below.I was told before paying for the job to get done at the store we had asked if the sand would also be hauled away and they said yes that's the only reason I had them do it if not I would have found another pool company to do it Also upon reading what they had wrote I had called the store that I had purchased everything etc and they said that the sand gets removed from the property once out of the filter my fiancee was standing right next to me I have also read other remarks from people saying their sand was removed but the tech dropped piles of sand through their yards so they are lying when they say they don't remove the sand I spoke with the same person I paid for the sand at the store when I called and asked about the sand removal his name is *** very good guy .also when I called the store to complain about the service I got the manager *** and he gave me some bull crap number that was nothing but survey type of things I'm also sending pictures of the chunk of fiberglass I found which was deep in the sand also the greenish blackish stuff on the ground from him back washing with a hose I asked him not to use and he refused also all the sand I picked up my self and sifted through for days also pictures of the color of the water in side the pool pump and the way the pool pump area was left upon his departure as you see the water is green not clear inside the pump We tried everything to help my one dog but nothing works for fiberglass on fur we tried baths medicine everything but a vet couldn't afford because was having house painted at the same time plus paid over for sand new rings and gaskets and labor so I am depressed with out my Winston Churchill who was helping me cope with my depression and PTSD and it has gotten bad again I also have a signed after David by my painter who was here and got wet from the hose I asked the tech not to use
Regards,
*** ***

Hello Revdex.com,Leslie's contacted *** *** and instructed him to bring his Barracuda MXcleaner into the store to swap it out for a brand new machine. Thank you.Leslie's Customer Care Team