Complaints

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 3/4/2022 (order# SPSXXXXX) I purchased a Platinum Edition Replacement Salt Cell from saltpoolstore.com for the amount of $339.99. The product was received but after several weeks it was not performing as it should. Contacted the company and they stated to try some different things. These attempts did not work. Took the product to a local pool store and they stated they would not put it on their machine to test it as they were familiar with it and stated it was probably rebuilt and junk. Submitted a warranty claim and stated I wanted a refund. I was told to send the product back at my expense in which it was on 7/15/2022. Unbeknownst to me the saltpoolstore sent another one 8/1/2022 (order# SPSXXXXX). I contacted the company and stated I did not want a replacement and I wanted a refund. On 9/11/2022 Tommy Webb sales consultant from the saltpoolstore sent an email stating to send the product I received on 8/1/2022 back to them at my expense in which it was and had been received. The saltpoolstore will not answer any emails nor have they refunded my money for a product I no longer have.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased 3/8/22. Cost $339.99 With 5 year warranty. Product failed to produce chlorine within fist two weeks of service. Tests confirmed defect. I notified PayPal at that time. It has continued to fail to produce adequate chlorine and finally shut down with HOT reading in September. I provided all required documentation for sellers review and they asked that I send this back to be covered under the warranty. It was sent to them USPS on 9/26/22 and they received on 9/28/22. No word from seller after 4 requests asking when I might expect a replacement unit. This unit, I suspect was previously returned to them and sold to me as NEW.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ordered a new salt cell (order # SPSXXXXX) on 5/9/2022. The sale cell is supposed to have a 5yr warranty. The salt cell went bad and a warranty claim was filed on 9/30/2022. I filed the claim online providing all of the documentation requested. I then tried to use the chat feature, email and call to speak with someone and failed to get anywhere with the claim. I keep being told that someone will review it. This is a complete scam and I'd just like my money back ($339) for a faulty product and fraudulent company that will not stand behind it's warranty. The product only worked for a couple months and now I have to replace the cell again. I have the order confirmation and email where I was told this was being looked into.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Platinum Edition Replacement Salt Cell for Hayward T-15 on or around August 27th, 2021. It came with a 5-year warranty. On or around the beginning of September 2022, the cell stopped working. I contacted Saltpoolstore.com via email to get a return authorization to send the cell in. I sent the cell with the invoice, proof of a failed diagnostic test and chemical results showing no salt in out pool. On September 13th, I received an "invoice" for $269.00 to "fix" my faulty cell. I emailed them to let them know there was a mistake, because it was under warranty. On September 14th, they sent me an email stating it was a "limited warranty" based on the MSRP, not the actual sale price. They wanted me to pay 30% of $789.00, the FULL MSRP OF THE CELL! This was NOT disclosed in the original purchase of the item. I was not going to pay this, as it was about $50 less than the original purchase price of the cell. I have emailed the sales manager, Tommy Webb to request my cell be sent back to me FIVE times. No one will respond. Apparently, this is their normal business tactic. They advertise false claims. They do not guarantee their products. They do not send you your product back to you if you do not purchase another "false warranty" from them. I should have researched this business before I dealt with it. They have 154 BBB complaints in the last three years. They have only responded to 33% of these claims. The BBB gives them an "F" rating. As per their online reviews, other customers have the same problem with them. I want my salt cell sent back to me ASAP. I've included copies of my invoice, pictures of the cell failing diagnostic tests, picture of no salt chemistry in pool, and a picture of the negative online reviews from other customer's who have experienced the same issue I am experiencing.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a salt generation cell replacement from them less than a year ago. In that time, the cell stopped working. This qualified for a warranty repair. I sent the unit off for repair in May of 2022. 2 months later, I sold my house and notified them that I would be changing my address. One month beyond that, they still did not ship my warranty repair back. I asked them about it, they demanded proof of delivery to them. I provided it. A week later I followed up since I had not heard anything else about it from them. They sent me an order number for the repair so I could track progress. The order contained my old address. I emailed them several times, did a live chat on their website, and called them multiple times to get it changed. Each time they said they would change it and they acknowledged it via email. The unit shipped and they provided a tracking number. Eventually I got an email confirmation stating it was delivered to my previous residence despite all of my attempts to ensure it was sent to the correct address. I have since been calling, chatting, and emailing them without any help to fix the situation. I fear I may have to send a demand letter and take this to small claims court for indemnification. I have hit a dead-end with customer service and I am helpless to force their hand for a refund or replacement to the correct address.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Two years ago I purchased a salt cell from this store it has a 5 year warranty I have tried since June to get my warranty on this product it no longer works and this company will not cooperate! They have the information on when I bought and receipt of purchase This was a expensive purchase to not get a replacement for a defective one! It was only used one season! I was not able to use my pool because of it! It's sad a company will not stand behind its product! I want my replacement for this product or a refund!

• Initial Complaint

  08/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a salt cell for my pool in June of 2021. This June it was not working. Made several calls with no call back. Sent emails and with some backend forth I was told where to return it. Was told it would be replaced. I followed up with emails when I did not receive it. I was asked for the tracking #. I supplied the number. Was sent an email to pay them for it before they shipped it back to me. The warranty is 5 years and this was within the first year. I would like my product back that I paid to ship back and insured. I am getting one sentence emails and it doesn't sound like a business.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered and received a replacement salt cell from the Salt Pool Store. When it arrived, the box was beat up, but it looked ok, so I turned it over to my pool service for installation. He could not get it to seal. It was about 1/8 inch too short. I then returned it following the instructions on their website (original container, invoice included) and they received in on July 5th (attached). I followed up with a chat on July 29th as I had not received my refund yet and was told to "leave it with me and I can email you back shortly once I get an update" (attached). On August 15th, I reached out on chat again as I still did not have my refund. The result of that chat was that this employee was going to follow up. He also let me know that the individual I chatted with the first time is the only person who has the access to issue a refund (attached).

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a pool salt cell on 6/28/22 from this company, it showed a 5 year warranty on the site. The product arrived, and was installed but has never worked right. I have emailed the company numerous times, sometimes they reply sometimes they don't. I had a pool company check the cell on 8/11/22 and indicated the new salt cell was not working properly which I reported to the company. They have offered no solution, replacement or refund. If the produce it warranted 5 years as stated, and does not work properly, then I am due a refund for this defective product, they are not yet offering anything after months of me trying to get this resolved. They offer excuses that are not valid. Their online reviews are horrible. I suspect they are just a fraudulent company.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Feb 10 2021 I purchased a T-15 Platinum replacement salt cell from Salt Pool Store via their web site. They advertise this cell has a 5 year limited warranty. It stopped working May 2022 and I contacted Salt pool store for warranty repair or replacement. Their response: "As the product is over 12months old you need to send this to us for testing and repairs under warranty. etc. I followed through on every direction they gave me, including shipping directions per Tommy W. Shortly after they received my faulty unit, I received a pro rata bill from them for $249.99. I originally paid $269.99 on the cell a little over a year ago. Their published price on the cell now is $359.99. Warranty states : " First Year. Replacement cell supplied from our facility at no cost. Platinum Edition Salt Cells reserves the right to determine whether or not a cell will be replaced with a new or refurbished cell or repaired. Second Year. Replacement cell supplied from our facility at 30% of published retail price. Third Year. Replacement cell supplied from our facility at 50% of the published retail price Fourth Year. Replacement cell supplied from our facility at 70% of the published retail price. Fifth Year. Replacement cell supplied from our facility at 70% of the published retail price. I should only be paying 30% of the $359.99....approximately $108. Tommy Webb says I have to pay 30% of their supposed original price of $829.99...but that is what a REAL HAYWARD cell would cost...not their generic replacement. They advertise that you'll save hundreds of $$$ $470 to be precise by ordering the generic cell. This is obviously bate and switch. Mr W. also refuses to tell me exactly what component of my old cell is defective. I have asked 4 times. Now he doesn't respond at all.

*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. ↩