ComplaintsforFluidra

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A Jandy Pool sand filter was purchased from an authorized dealer out of GA online. At no point does Jandy let you know that they do not warranty any online purchase of there products. Jandy now refuses to replace a pool filter that suffered a product failure and is leaking at the mold seam less than one month after purchase.

  

  Business response

  10/02/2024

  Hi *******,

  We have looked up your account history and emailed you directly to continue the conversation and find a satisfactory solution.  The email will come from *****************************************************************

  All the best,

  Your Fluidra Team

  Customer response

  10/02/2024

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *********
  
   
  

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent an email through the iAquaLink app concerning the problem I was having with a Polaris Freedom pool cleaner I had purchased (costing over $1500 from a pool store). I couldnt discuss this with the store where I purchased the unit because the store was almost two hours away and was the nearest dealer to me with this product. After waiting a couple weeks for someone to answer my email, I called their ***** number on Thursday, September 26th. and explained the issue I was having with the unit. I was told a technician would call me at 2:30pm. 2:30pm came and went without a call back as advised. I then realized the person I talked to might have been in ********** (where the USA base is located thereby it would be 5:30pm my time here on the east coast. (It would have been nice to be told this). Anyway, 5:30pm came and went too without a call.Its obvious there is no service after the sale with Polaris/Fluidra/Zodiak. All I wanted was for one of their technicians to troubleshoot the problem I was having with the unit and app but no one from this company seems to care because numerous attempts to contact them goes unresponsive.

  

  Business response

  09/30/2024

  Hi *******,

  Thank you for contacting us about your issue.  We apologize for the time and effort this has taken to resolve.  We know you've talked to our team member, ***** *.,  and hope that everything is resolved.  If you have any further issues, you can contact Shaan or email us directly at *****************************************************************.

  All the best,

  Your Fluidra Team

  Customer response

  09/30/2024

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a heating pool by Jandy which was installed by Premiere Pool on 5/4/22. I have called multiple times with no resolution. The company I was told to call send a technician who told me the system has to be replaced and told me to call *****. This equipment has a 3 year warranty. I need a resolution as soon as possible. I already called multiple times and email with no answer or resolution. Model:JE2500T Serial ************************* Install Date:5/4/2022

  

  Business response

  07/09/2024

  Hi ******,

  We're sorry you've had a frustrating experience.  We want to help and have emailed you directly so we can get more information and find a quick resolution.

  Thank you,

  Your Jandy Team

  Customer response

  07/09/2024

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Saymie St Phard
  
   
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last March I had my pool guy I stall a brand new **************** Salt system. This April the display read "no flow" no matter what the pool guy, ****, did. He said said he put in a warranty claim two times. Neither of us has heard a thing and I have tried at least a dozen times to get through on the customer service line. Horrible customer service and I'm having to spend good money on chlorine when I have a near new chlorinator! So frustrating. All I want is for someone to come out and put in a new cell.

  

  Business response

  06/25/2024

  Hi ******,
  

  We are very sorry you've had such a frustrating experience, and want to help.  Typically, customers use one of our contracted warranty service providers when there is a warranty situation.  We're not sure if your pool guy is one of our contracted pool pros, but if he submitted a claim we would have record of it.  We looked up your account and don't see any warranty claims or that your salt system has been registered.  The process for a warranty claim is to to have a contracted pool professional diagnose the issue, call our team using our dedicated pool pro phone line, and work with our team to order parts for the repair.  You can use our dealer locator to find a local warranty service pro - *******************************************************************************************************************************************

  We will also reach out to you via email so we can continue the conversation and get this resolved ASAP.

  Thank you,

  Your Jandy Team

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/9/2022 I purchased a new Polaris P965IQ robotic pool cleaner from a national Polaris distributor, Leslies pools.After just 16 months of service, and within the manufactures warranty, the internal motor failed. I contacted customer service, and I was advised to contact a local authorized repair facility. Which I did. On or around Sept 2023, a new motor was installed. No less than 8 months later, it is now broken again. This is the second P965 robotic pool cleaner I have owned in 4 years. Both units had internal motor failures. I am not requesting a refund for the previous motor I purchased ($750) only the most recent cleaner I purchased. Based on the large sum of money I have spent on Polaris products, and having the same failure occur, 3 times, in 4 years, I do not find this request to be unreasonable. The motor products are faulty and often times more than 24 months. Its a known issue with these cleaners.

  

  Business response

  06/24/2024

  Hi **,
  

  Were sorry youre having another issue with your motor.  We are the manufacturer of the P965iQ and not the retailer (Leslies) from whom you purchased the cleaner, so we cant provide you with a refund.  We can send you a replacement P965iQ cleaner under your warranty.  Please note that your new cleaner will be under the original warranty purchase date of 3/9/22.  Please email us at ***************************************** and let us know if this is an acceptable solution. 
  

  Best,
  

  Your Polaris Team
  

  
  

  Customer response

  06/24/2024

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Communication issues. I have been trying to reach customer support for a month, calling at different times during the day. The website states that business hours are 9am-5pm PST; however, when I call anytime after 3pm PST, I receive a message saying they are closed and to call back during normal business hours. I have sent emails and have not received responses. I need help with my unit and the business is completely unresponsive.

  

  Business response

  06/07/2024

  Hi ******,
  

  We are so sorry you've had difficulty reaching us and understand your frustration.  We have sent you an email (from ****************************************** and will work to find a swift solution. 

  Best,

  Your Fluidra Team

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April 2022, I spent $2,334 in a whole new Polaris system for cleaning the pool, this included the robot, hoses and the booster pump for the pressure cleaner. It has barely being 2 years, and the frame of the booster pump is having a leak, a clear manufacture's defect that is totally unrelated to installation. I have tried to call (many times) the company that manufacturers this equipment(Polaris/Zodiac) to discuss this issue and no one picks-up the phone. The message simply says to call back the following day in an eternal loop. I would like this company to have some accountability to the American consumer in respect of the quality of their products which barely lasted 2 years.

  

  Business response

  06/03/2024

  Hi ******,

  We are very sorry you've had difficulty reaching us and that you're having issues with your equipment.  A member of our team will call you in the next 2-3 business days and work with you to find a swift solution.  If you have any questions, please email us directly at ******************************************  We will be in touch as soon as possible.

  Thank you for your patience.

  Best,

  Your Polaris Team

  Customer response

  06/06/2024

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the worst pool sweeper company I have been dealing with. I have been using their products for almost 30 years. Recently the model 280 stopped working correctly, so I purchased the product Polaris pool sweeper Vac-Sweep 360 on 09/15/23) through Amazon the provider's name is The Swim Pool Supplies. I have pool guy installed it for me ( I am blind) and the sweeper never works correctly. We let the sweeper run for couple months to see it will get better and my pool never gets clear. So I contacted The Swim Pool Supplies and they told me to contact Fluidra Pool Supplies.Fluidras technician told me to check to see if it got enough flow and it seems the sweeper didn't get enough flow, only 8 cycle/ minute. i have the pool guy came back to check everything. He told me this sweeper doesn't work correctly with my pool system. When I purchased this product I though it should be a better product because it is a newer model. Then I called back Fluidra and discuss with them. They came out a conclusion the model 360 doesn't need booster pump. It will not work with my pool system. Then, I asked to see if they can exchange model 280 for me, they said they are not going to do the warranty for me because I didn't purchase it through their company. But Fluidra is the customer service company for the product. I told them it is oxymora. When I purchased the product, it didn't say it will not work with the system with booster pump. How can the customer service said it is not under warranty? Such as, when I buy Maytag washer dryer at Lowes, the warranty goes out to Maytag manufacturer. For $622.43 product doesn't come with warranty? At lease, you can exchange the product that will work with my pool system. Retailer wont let me exchange either. Do I just throw it to the trash? I have never seen any companys warranty works that way. I want either exchange the product that will work with my pool system or refund my money.

  

  Business response

  05/06/2024

  Hi ***,
  
  We are sorry for the confusion and want to help.  To clarify, you are looking for a desired settlement of a refund or exchange for your 360 cleaner.  You purchased the cleaner from In the Swim Pool Supplies, so they would be the appropriate source to give you a refund or exchange.  We are the manufacturer of the cleaner and handle warranty claims for purchased products that require repair or replacement due to technical issues and dont typically send replacement cleaners due to purchasing the incorrect cleaner for your pool system. We are going to have someone from our technical support team call you to see if we can come up with an acceptable solution.  You can expect a call in the next 2-3 business days.
  
  Thank you,
  
  Your Fluidra Team

  Customer response

  05/22/2024

  • Why are you rejecting the business' response? ==  I reject the business response is because they state the status was wrong. I didnt purchase the wrong product because on purchase instruction it didnt mention this model will NOT work on the pool with ****** pump until I talked to the manufacturer. None of them the ***** Pool or Fluidra would help me to get the problem resolved even the product is still under warranty. If product doesnt work , they should take the responsibility to make it work. Otherwise they should do the exchange or refund for $622 product. Fluidra gave me local service companies. I contacted with them, they told me they dont service the product if they didnt sell it to us or they will charge me the service fee. I told them this is under manufacturer warranty. They said it doesnt matter I still have to pay the fee. I dont accept this kind of warranty. I told Fluidra the situation and asked them to see if they will pay for the service fee, they said NO. So it seems like I am in middle of nowhere and have to throw this $622 product into garbage can. I described ***** and Maytag situation to them and they dont take it. But as a consumer to spent so much money one their product and none of the related parties would take any responsibility. We have purchased their products for 30 years. That is nonsense and ridiculous. 

  • Mention any additional concerns you would like the business to address. == Fluidra technician has already told me model 360 will not work with my pool with booster pump.  My request is very simple, I just need them to replace the model 280 to model 360 or refund me. 

  • Restate your desired resolution== I like the product to be replaced to model 280 that will work with our swimming pool. Or give me refund.  Is that simple !

  • If applicable, please send any documents that support your rebuttal statement == I talked to the company Leslies Pool ( Fluidra service company in *********) . They would not provide service to us because we didnt buy the product from them unless we pay the fee and Fluidra rejected to pay the fee. 

  

  Business response

  05/22/2024

  Hi ***,
  

  We are sorry there is still some confusion.  Your cleaner is under warranty, however the manufacturer warranty covers parts and repair work that your cleaner might require if it has something wrong with it.  You have bought a cleaner that doesnt work with your pool setup, but there is nothing wrong with the cleaner therefore this isnt a warranty issue.  As the manufacturer, we do not handle returns or exchanges since you did not purchase the cleaner from us.  You bought the cleaner from In The Swim on ******, so they would be the appropriate channel to issue an exchange or refund.  The terms of the return policy are subject to the seller's policy and ******'s return policy. In The Swim is the Amazon seller of this product. In our experience, ****** wants to help its customers.  Please have your Amazon order number ready and call this Amazon support number first: **************.  For more information about ******'s return policy, you may visit their help page here:*********************************************************************

  Thank you,

  Your Polaris Team

  Customer response

  05/29/2024

  I tried to contact ******, but have not get respond yet. All two company put all the responsibility to each other , then to ******. I think that is ridiculous. I will talk to ****** to see what they say about it. Thank you.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a replacement of my Polaris P40 from Fluidra and it did not last even a year. Before recieving this one, they sent two prior replacements that were defective on arrival. My Polaris has sat at ******** pool supply for about 2 weeks and they want to charge me for an item that barely worked. I want a proper replacement. When I call Fluidra no one picks up the phone and the lines say they are busy and then the call just drops.

  

  Business response

  04/16/2024

  Hi ********,

  We are sorry you've had such a frustrating experience and want to get a better understanding of your situation.  We see the challenging time you had in 2022, with a rebuilt unit and two replacements.  We appreciate your communication with us during that time and for returning the replacement unit that failed, so that we could test it.  After August 2022,  we do not show any communication with you regarding the P40, though we do see a call about your Spabot.  Please email us at ***************************************** so we can better understand what we may be missing regarding your experience between August 2022 and April 2024, as it relates to your P40. 

  Thank you,

  Your Polaris Team

  Customer response

  04/16/2024

  there have been multiple communications and attempts.  Many times there is no answer or you cannot get through to a human.  I want the unit replaced.  It should last more than a season or so in a well maintained pool.  It is not even stored year round in the pool.  The pump for it is relatively new.  I want this replaced and tired of this.  I am busy with work and want Fluidta to call me to make arrangements for an exchange.  The previous unit that broke would not climb up the wall properly since I got it I went into Leslies and spoke to folks at Fluidra since I got it too no avail

  

  Business response

  04/18/2024

  Dear ********,

  We understand your frustration with your Polaris P40, especially given the challenges you faced in 2022. While we appreciate your past communication and cooperation, we are unable to offer a third replacement at this time, as the warranty has expired based on your August 15, 2020 original purchase date.     

  All the best,

  Your Polaris Team

  Customer response

  04/22/2024

  Fluidra, in its attempt to sound reasonable is suggesting that a replacement would be the third replacement.  However, what is omitted by Fluidra is that the original replacement was dead on arrival, Fluidra is nearly impossible to reach by phone, and history continues where Fluidra refuses requests for a call and hides behind email.  The delay on my part is a function not of trying to raise continuing concerns in a timely manner but rather the refusal of Fluidra to engage and have a conversation.  This is unacceptable.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Jandy pool heater/ cooler and had it installed by our pool company on April 3,2024. It is now April 12, 2024 and it still does not work. This is a defective unit. It is supposed to be a brand new unit and you would think that it would work when it is hooked up, well it did not. Fluidra told my pool company it was the transformer and they would send the part, that took 5-7 working days. That was not it. They then thought it was the mother board but would not replace that. They told my pool company they have to fill out a form and then maybe someone would come look at it too see what the problem may be at that time. As stated this is a brand new unit. It should work. They should not have to troubleshoot a new unit. If a new unit does not work why are they not replacing it or coming out the next day to fix it themselves. Why are they not standing behind their product. They are hiding behind policies of we only warranty parts not the units. Well if the units don't ever work how are consumers supposed to use them. They told me they would replace every part in the unit before they would replace it. At that point I paid thousands for a new unit and it will no longer be new. I want my new unit and I want it installed and working correctly. This is not a heater for my pool for pleasures this is to heat my pool so I can have water therapy for my mother that has had a stroke.

  

  Business response

  04/15/2024

  Dear ***,
  

  We will take care of you and ensure the product is working properly, or we will replace it for you.  We appreciate your patience as we fully identify the issue.  We spoke with **** at Panther City Pools and recommended someone from our warranty service center look at it because we were not confident that we understood what the installer was communicating, there were a few discrepancies over the phone that didn't quite add up.  We will stand by our product and make sure it is working for you at your pool, we want to understand what the issue is so that it does not happen again.

  If you have any questions, please email us directly at *****************************************.

  Thank you,

  Your Jandy Team

  Customer response

  04/15/2024

  The unit should have worked the first day and you should have stood by it then and not sent a replacement part.  I paid for a brand new unit.  From what I have been told by your CS rep you will keep sending new parts until it works and that is not acceptable to me.  I paid for a new working unit and I expect a brand new working unit.  Or remove it and I will talk to Panther City and go with another companies unit even if it costs more money. 

  I have seen too many reviews of all of your units failing after a month to 18 months and you do not stand behind your product and this has left a horrible impression.  

  I do not trust that this unit will not fail and that you will not tell me that you can not do anything to help me.  When I called into your CS there were no notes listed on my account and there should have been even if it was just communication from *************  

  I am at a loss for a manufacturing company that does not warranty to be free of defect in material and workmanship.  I have been working in CS for manufacturing for years and understand the ins and outs of all if it and this is truly baffling.  My other questions are is how do your units pass quality control with so many complaints of the units failing.  This is not just listed on the BBB, I have seen them on several different sites. 

  

  Business response

  04/17/2024

  Hi ***,
  
  You spoke with one of our support supervisors yesterday who hopefully explained how we are working to help you.  We will replace the unit if it is necessary, but we wanted to have someone from our warranty service center meet with **** at ***************** to assess the situation and make sure the same issue didnt happen again.  The plan was to meet at your house today (4/17/24) or tomorrow (4/18/24).  We hope to get this resolved as quickly as possible.
  
  Thank you,
  
  Your Jandy Team

*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. ↩