Complaints

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a salt cell replacement cell in Oct 2022. In June 2023, I reached out to them as the cell stopped producing chlorine as 3 of the blades inside disintegrated and the clip holding them together at the bottom broke as well. When I reached out to inquire about a replacement as it was under warranty, the only option I had was to speak to someone via chat. I was greeted on the chat by Tommy Webb, who was incredibly rude, unprofessional and refused to help me. He insisted I needed to send back the broken cell before they would replace it. I explained that in the 115 heat and dust storms of Arizona summers, I cannot keep my pool pump off or it would cause many other issues. I also confirmed this with my pool service company. I even offered to sign something that I would pay for the replacement if I didn't send back the original failed part. I offered to purchase a new one if they would refund me when I sent back the old one. Tommy was not interested in helping and based on the prior complaints I am seeing were filed against this company, it sounds like I wouldn't have ever received a replacement. I have reached out multiple times asking for assistance and each time Tommy greeted me with such a lack of professionalism and tact that I was shocked. I have attached a script of the chat that occurred on 8/3/23. I asked to speak to someone else but he refused. This company should not be allowed to do business. I would like a full refund of my purchase price of the equipment which was $319.99.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received Salt cell from company. failed within a month. refused to warrant the item after proven defective.

  Business response

  07/26/2023

  paul smith Wed, Jul 12, 8:30?PM
  
  
  to me
  
  
  
  
  
  
  
  
  
  
  Tds was already checked and was 2k ppm.
  There is only one cell the board takes the one I purchased it does not have a selection of cells only the 40k.
  I have a backup cell working just fine and showing correct salt values.
  All this info was already sent with a previous sales person who stopped responding.
  Please stop sending me write ups on tds and cell selections values when I have already stated a backup cell is working perfectly.
  Please send me another cell as this one is failed.
  This has been going on a month now and you are still refusing to send me a cell for this failed one.
  
  
  Sent from Mail for Windows
  
  From: Salt Poolstore
  Sent: Tuesday, July 11, 2023 10:59 PM
  To: paul smith
  Subject: Re: Warranty Form on 07/07/2023 at 09:13
  Acceptable TDS in a traditionally sanitized pool is around 1,500 ppm or lower, depending on the type of fill water and the last time the pool was diluted. 
  
  By contrast, the water in a salt-chlorinated pool contains 3,000- to 3,500 ppm of dissolved salt, in addition to the usual TDS of calcium and other metals. 
  
  This combination can take the pool above 5,000 ppm of TDS, which is increasingly fertile territory for conductivity and galvanic corrosion. As a general rule, dilute the pool water as soon as TDS levels exceed 1,500 over source or fill water. 
  
  Most salt systems operate at a salinity level of 3,000 ppm, so consider dilution at TDS levels above 4,500 ppm. Fortunately, many salt systems include high-salt indicator lights and self-regulating mechanisms. When the unit detects excessive salinity, it shuts down automatically to avoid damaging the pool.
  
  Also check the correct cell is selected on the controller 

   

   

  AS ABOVE IF THE OLD CELL IS WORKING 

  1- WHY BUY A NEW CELL?

  Customer response

  07/27/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  #1 The cell they sent doesn't work. Not sure what my old cell has to do with the new cell I bought and is not functioning.
  

  #2 I keep a backup cell on hand that might be old but still functioning in case of emergencies . you can't have an emergency chlorine issue or you pool turns green. I keep a backup controll unit and motor also. do they want to question why I keep backups or fix there product.
  

  #3 I sent them all info requested including salt levels, pool chemistry, etc and they stopped communicating. 3x
  

  the problem is a that they need to warranty their cell and they refuse.
  

  here is their logic:

  don't keep and extra set of batteries because the ones in the flashlight are still good. and even if the new batteries won't charge don't worry the original still is ok.
  

  don't backup a hard drive because the current one works fine and event if the new drive does not power on don't worry the original drive is still running.

  don't buy extra food when it is running out because you still have some in the pantry.
  

  
  
  Sincerely,
  
  Pau* *****

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Salt cell for pool was purchased and still under warranty. (Attached - 4/4/21) We were asked to provide information and fill out form. (Attached -6/6/23) We were sent an email to purchase a cell that was more expensive. (6/19/23) We have tried to contact several times and still have not received a response or resolution.

  Business response

  07/18/2023

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

  Business response

  07/20/2023

  Warranty information is on the website and also comes with your product you purchased, If you were not happy with these conditions you could have returned the product within 30days for a refund.

  But you have used the product for over 12months and not are not happy with the terms of your purchase? 

  Customer response

  07/21/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I now understand the terms of the warranty and accept the fact that I missed it.  However, the complaint was with you all holding onto the cell I purchased and not returning it as I requested ( at least 3 times)  .  I could have used it to fill in the gap until I bought a cell from a reputable dealer .

  
  Sincerely,
  
  Jason ******

• Initial Complaint

  07/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On October 1, 2022 I purchased a swimming pool salt cell from the SaltPoolStore in Knoxville, TN. My order number was SPS54220, I paid $374 for it and it carries a five year warranty. This is what the order form says: "Platinum Edition Replacement Salt Cell for Hayward® T-CELL-15 | 40,000 Gallons | 5-Year Warranty × 1" In early June my salt cell stopped producing chlorine so I contact SaltPoolStore to initiate a warranty claim. They asked me to submit my warranty claim on their online claim form, which I did on June 27. They responded back to me via email the same day stating that my warranty claim had been approved. On Monday July 3, I shipped the defective salt cell to the company via Fedex. According to the tracking number SaltPoolStore received the cell on Wednesday July 5 at 12:30PM. Yesterday on July 11 I spoke with a representative on the phone to find out why it was taking so long for me to receive a replacement cell. It is very difficult to get someone on the phone from this company. I also attempted to communicate with a representative from the company via online chat, however after submitting my question and concern I was dropped off that chat thread after about ten minutes without anyone ever communicating with me. The person who I spoke with told me she would pass along my inquiry to someone called Tommy Webb who is a sales consultant for the company. The email I received from him shortly after 9:00PM yesterday simply said "I will look into this and get back to you". As previously stated, I sent the item out on July 3. They received it on July 5. My swimming pool has not had any circulation for nine calendar days, seven days of which the returned salt cell has been in their possession. In south Florida the daily temperature at this time of year is 95 degrees. It does not take very long before all I have is a pool full of algae. They informed me that I would receive a replacement cell in a timely manner, this has been anything but timely. Please help.

  Customer response

  07/27/2023

  I received a new pool salt cell from this company. This is probably considered to be a resolution in the eyes of the Better Business Bureau. A customer should not have to jump through hoops when obtaining warranty service. I thank you for your help and appreciate what you folks do.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  It Seems every complaint is the same product breaks down after a few Months and They Refuse to Stand by there Product they Continue to sell faulty product with no consequences I've read a Dozen complaints I could have Written every one Same Story I've had 6 conversations with Tommy my So called Warranty Agent no Results if they disclosed this Warranty policy they would be out of Business I'm Baffled a Company's Allowed to take Advantage of People My Bad Should have Researched these Thieves. Before I purchased this Bad. Product

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased salt cell (Order# SPS55811) and it did not work right out of the box. I sent the salt cell back and the company received it February 7th 2023. UPS Tracking number 1ZFY46470305537825. This item was received by Clark at the dock. It is March 14 and I still have not received credit card credit. All attempts to contact Salt Pool Store have failed. They just refuse to answer phone calls or emails. Seeking return credit on my Credit Card.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the “Platinum Edition Replacement Salt Cell for Hayward T-CELL-15”, Model PEC-HW-T15 in June of 2021 (order# SPS33792) for $350 with a 5-year warranty. The cell stopped working after 21 months; the system says that the chlorinator shuts down due to high temperature (the actual water temperature is 64 degrees). I contacted the Salt Pool Store initially on 2/5/23 and subsequently submitted a warranty claim (sales@saltpoolstore.com, Tommy Webb). They asked me to send them the old salt cell, which I did. I received an invoice from the company asking me to pay $345 for a replacement. I responded, saying that their warranty clearly states that the cost should be 30% of the “published retail price” if the failure happened between month 13 and month 24. The warranty price should have been $108. They responded saying that it is 30% of the MSRP, which they say is $789. I responded back with a copy of their warranty pointing out to them that it says “published retail price” and explained that their webpage has never sold this product for the MSRP, it has always been for approximately $350. I have not heard back from them. Between 2/5/23 and today, 3/13/23, I have sent 11 emails, many of which have gone unanswered. My last email stated that if I did not hear back from them by 3/11, that I would complain to the BBB and follow up with legal action. I am requesting that the BBB contact the Salt Pool Store and have them honor their warranty and provide a replacement salt cell for the expected $108.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Breeze 540 Salt Cell from this company of 5/23/2021 for the cost of $339 ( order *****7). This was a replacement for one I had that was not functioning properly. During that summer and the following summer I had nothing but problems with my chlorine levels requiring Leslie Pool Supplies often to check my salt content and to measure the pool's chlorine levels, after a few measurements they started telling me the cell was not functioning properly ( I have documentation of this) and to return it o the supplier.. So at the end of the summer pool season 2022 I decides to send the unit back to the supplier asking for help since there was a warranty. I sent it DHL tracking #1175414004. From 1/23/23 until 3/3/23 I have sent them app. half a dozen request for service, They once sent me an invoice for $300. to replace my salt cell cliaming that I could purchase a new unit for the aforementioned cost which thay claimed was 30% of the cost of a new one at app. $1000, When I checked their website they had this unit on sale for $396 for purchase claimimg it was under warranty, I responded back advising them of my discovery on their cost. Since that time in early February I have sent numerous emails telling them to just send my original unit back to me as I would not pay their exaggerated fees, They have gone dark and I cannot get a reply or my unit back, All I am asking for is for them to send what belongs to me back. I also checked references and all references claim this is a scam company. Again, my reason for reaching out to you is to shed light of this store and mainly an attempt at returning my salt cell that I purchased from them, I doubt they have a store front or that they are a reputable group, Thanks in advance for anything you may be able to do, as this appears to be my last attempt at recovery of what belongs to me. Don *****

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Platinum Edition Replacement Salt Cell for Hayward T-CELL-9 | 25,000 Gallons with a 5-Year Warranty on 6/16/22. The order # was SPS47592. The cell stopped working after 5 months causing my pool to turn green and having to resort to Chorine treatment to maintain proper levels. I sent Saltpoolstore.com the pool store test results and completed their online warranty form. They required that I ship at my expense, the defective salt cell which they received and signed for on 1/17/23. I have emailed they 4 times inquiring when I would receive the replacement cell and have had zero response from them. I would like a full refund at this time.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I originally purchased a replacement Salt Pool Cell on 15 Jul 2021. The cell failed on 3 March 2022, the next failure was 4 April 2022, followed by the latest failure on 17 August 2022. I shipped this last cell to Saltpoolstore to be analyzed and replaced. They sent an invoice for over the amount I paid for the original cell. I responded that I felt the cell should be replaced at no cost since it didn't last the 1-year warranty period. They have not responded to emails sent on 12/15, 12/17, 1/5, or 1/11.

*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. ↩