Complaints

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had a new 26 in jacuzzi pool filter installed last fall. After 6 months it developed a leak due to a defect in manufacturing. Since it was under warranty I contacted Waterway the manufacturer. They said they could not replace it with the same model as the inventory was defective. After 7 weeks of regular contact Waterway sent me a replacement filter that is smaller and less expensive. This is like buying a Cadillac and having GM replacing it with a Hugo when it breaks. This is unacceptable business behavior- selling expensive defective equipment and replacing it with cheap inferior replacement when it breaks. I would like reimbursement for the original if they do not have like replacements.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a Waterway Power Defender 270 pump through Pool Supply Unlimited and requested a refund. They refused and stated it has a two-year warranty through Waterway Plastics. I contacted Jose, he stated I needed to send in the invoice and pictures of the pump. The seam on the from gave-way. I had to purchase a new pump. After sending the requested information to Jose, I have not received any response after numerous emails and calls.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 6/03/2022, I purchased a new set of Waterway Plastics pool motor, and Waterway Plastics pool filter. Upon purchase, I was told the motor and filter have two-year warranty. I have attached the receipt of purchase. After using the filter for about a year, we started seeing constant decline in our water quality. The water started clearity started going down to a degree that our water was constantly hazy, and despite our poolman always checking the water chemicals, the water was not clearing up. After checking the visual health of the cartridges, the poolman was not certain if they were bad. Eventually, the poolman said there was nothing else to do besides changing the cartridges. When I called Waterway Plastics in early November, someone names Ray said they are not going to do anything about it, despite my filter being under warranty. They promised to let their management know, but the manager Jonathan Thomas never even bothered to call me to discuss the problem. On 11/19/2023, I was left with no other choice than to replace the pool cartridges on my own expense, to not jeopardize the health of my pool. Receipt included. Upon changing the pool filter cartridges on 11/19/2023, the technician immediately realized that the diameter of the bottom of each of the cartridges had become loose, therefore it was letting the dirty water inside the pool from the bottoms. The technician stated that due to the low quality of the plastic of the cartridge they had shrunk, and caused the cartridges to allow water to pass from the bottom rather than the filter. Waterway Plastics did not take any responsibility for their poor plastic material, and I have spent $394 to replace 4 cartridges. Normally these cartridges are supposed to last 3-4 years, but our defective cartridges went bad in a year. I'm requesting a refund of $394 for my expenses. Without a fair resolution, I will take this matter to small claims court to handle the situation there.

*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. ↩