Business Profile
Pool Supplies
Saltpoolstore.comThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Pool Supplies.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/03/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Received salt cell on 11/11/2022. Installed on 11/13. Started leaking 11/14. Contacted company by email 11/20. Sent photo 11/21. Filled out their Warranty request online on 12/01. Got an email from their cust. service 12/01 telling me I would have to return item, gave me an address to mail it to but I had to pay for return and to send them my tracking number. I mailed it USPS on 12/02 and sent them the info.They got it 12/05. That's the last I heard from them and have sent them emails on 12/07 and again today wanting my salt cell replaced or a refund! Did some research on the Salt PoolStore and have found numerous people saying the same thing! Bad parts, returned items and never hear back from, them losing their money! Filed with Paypal and was told the company (EZY Option Trust) agreed to refund my money when they got the part back but they already have it! Now Paypal has closed the case because they say that the item was altered or repaired by me which is not true! So now they have my money $374.99 and my salt cell! I emailed again and still never hear from them!Customer response
01/18/2023
Paypal just agreed to refund my money after I filed a claim with them, since the company is not responding!Initial Complaint
01/03/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased an item from SaltPoolStore.com. The item came looking used without any information in the box. It has not worked since day 1. After requesting an exchange I was asked to send it back. I looked at reviews for the warranty online and it turn out that this store has been running the same scam for a long time. If you send the item back they will not send you an exchange. Many people have reported this but the store is still up.Initial Complaint
12/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The salt cell I purchased from them on 03/31/2021 was shutting down due to wrong salt level readings and high temperature readings. It was sold with a Five year warranty. I contacted their web site. They asked for a recent water test from an independent pool store. Their reply was, "As the product is over 12months old you need to send this to us for testing and repairs under warranty." The turnaround is 4-5 Days once received." So I sent it priority mail. After six days of no response, I e-mailed them. They replied with an invoice for a another one for $10 less than what I originally paid. There was no testing done, no repairs done, just but another. After reviewing over 100 negative complaints most all saying these units only last an average of 1 year, they do no repairs, and they will not return sent salt cells when requested! They have no phone number to reach anyone, they stopped replying to e-mails when I asked for my semi-working unit back, and their addresses are in fulfillment center warehouses! I am on disability and cannot afford to buy another flawed product!Initial Complaint
12/27/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased a Salt Generator from Salt Pool Store on line and paid with my PAYPAL account. Unit was received in a crushed and open package shipped from Australia. I immediately sent the vendor an email about the damage to the package with no response. After install of product, it failed immediately. I attempted to contact their tech department both by phone and email. I only received an email a couple days after the initial request for help. I filed a claim with PAYPAL after the lack of response and requested assistance. Seller finally contacted PAYPAL a week later. Seller agreed to a refund if product was shipped back to them. I returned the product to the email I received from Vendor which was different then the one PAYPAL gave me. Obviously a mistake on my part, should have done all communications thru PAYPAL. As of now PAYPAL as ruled in favor of EZ Pay Option (Salt Poolstore) and will not refund my charges. I will be contacting my credit card card company next for dispute. Please let people know not to do business with these people.Initial Complaint
12/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Please note I filed complaint XXXXXXXX with the BBB of Greater Atlanta accidentally. Chose the wrong company at start of complaint but didn't catch it until afterwards. Attempted to call them to have it removed but said they were closed for the holiday. I purchased a salt cell for my pool from this company in July 2020 because of their "industry leading 5-year limited warranty" on the product. The product failed just over two years from installation, I reached out to them on email and was told to send them a pool water test and that I needed to fill out a warranty claim and ship (at my expense) the product back to them for testing. All of those things were completed and I kept up on the tracking for them receiving it. I never heard from them. After a week or so that I showed it being delivered, I reached out to them on email again and received a reply saying I needed to ship the cell to them. I replied with the tracking information and the person who signed for it and wanted to know about receiving my replacement. Instead of getting a normal response, I received an invoice for $345 which was more than I originally paid and just $15 less than buying a new one from them. I called them today and was told because it was over two years old it was pro-rated. $15 after two years? I asked why no one mentioned any of this before telling me to ship it to them. I suspect that they're using the bad units to refurbish and sell as a new one to unsuspecting people and clearly the warranty isn't worth anything to make a purchase from them.Initial Complaint
12/14/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a salt cell that carried a 5 year warranty. Just short of 1 year it began to malfunction. I contacted the pool store where the unit was purchased. The warranty was approved but I wasn't able to immediately close my pool to return so there was a delay in the return but it made it back in September. I did ask if there was an option for a temporary replacement while mine was being sent back for warranty. No response was received from the salt pool store hence the delay with the return. After a few weeks with the cell in their possession and not hearing anything I emailed asking about the cell. The response was an invoice asking my to cover $269.99 with no prior understanding of any costs aside from the return shipping I gladly paid. The original purchase price was $289.99 so one could understand my frustration. Mind you the cell was used for just about 4 months and in possession just over a year. After many attempts for some sort of explanation I got nothing. I asked several times that they work with me on it. No response. I explained I would like my unit returned and that I would try to dispute it with the manufacturer. Again no response from the salt pool store. I have all of our email chain saved backing all these claims. They are refusing to return my property So this is my next step. I do feel they are in violation of the law not returning my property as well. My frustration is that I'm being asked to cover the price of a new unit for one that has issues and malfunctioned in a years time. At this point I want my property returned if they aren't willing to work with me. They should have communicated any sort of financial responsibility on my end prior to accepting the warranty. Please let me know how to proceed. Here is their contact info: Tommy Webb - Sales Consultant mailto:*****@saltpoolstore.com Thank you, ****Initial Complaint
12/12/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
See attached complaintInitial Complaint
12/02/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ordered a salt cell online. It stated 3-5 day delivery at the time of order. I quickly received an email confirmation after the order, that stated "Due to High Volume of orders at this present time please expect a slight delay". I tried to contact the company to understand the delay but no response, call backs or email replies were ignored. Within an hour of ordering I canceled the order due to the delivery delay that was stated on there side. They charged me a restocking fee of $25. I attempted to contact them about the fee but they failed to reply to emails or voice msgs. The refund Statement attached shows a the full amount but when I received the credit card statement the $25 restocking fee was deducted.Initial Complaint
11/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Salt pool store will not return my call or emails for a defective salt cell purchased in February of 2022Initial Complaint
11/10/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a Platinum Salt Cell T-15 from this company on 7/26/2021 and received it on 8/9/2022. Installed and then a month later I closed my pool. When I opened it in May 2022 the pool was not generating any chlorine. After a month of troubleshooting and a phone call to the tech support at SaltpoolStore they said to send in the unit so they could verify the failure. I then received an email from Tommy Webb on 6/24/2022 stating because the unit was more than 12 months old I would have to send the unit in for testing and repair. Then they want me to pay $269 for a replacement. I only paid $329 for the unit. I sent an email back to them stating it was NOT over 12 months old and I felt I should receive a new one free of charge. That was the last I heard from them. I called several times but never received a return call. From reviewing the other complaints on this company this seems to be their normal mode of operation. What they are doing is perpetrating fraud! I don't see how this company stays in business.
*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. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
90 total complaints in the last 3 years.
38 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.