Business Profile
Pool Supplies
Saltpoolstore.comThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
08/03/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
originally purchased a salt water cell from the saltwaterstore on may 20th 2022 once i received the product a few days later i determined that it wasn't going to work for me and i returned it on 05/31/2022 well within the return policy timeline they received the package on 06/02/2022. at 1:37pm and signed for by SDURR! I have called several times and my response was they will get back to me within 24hrs and I have yet to be called back. mind you their call center is in the Philippines and there is a time difference but we are talking more than 2 months. I have documentation on all of this.Initial Complaint
07/27/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a T cell for my salt water pool. The company guaranteed the item to work. It did not work and after several weeks of attempting to trouble shoot the item would not perform the item was a replacement for a Haward branded item. it would not allow my pool to produce Chlorine which made it potentially harmful for us to use. They told me to send it back to them which I did and it delivered to them 7/13/2023. I had not received a response so I emaIled them asking for a refund. The response I had was :No one promised a refund, it's a warranty... I will follow this up with the warranty team for you Tommy W. Sales Consultant *****@saltpoolstore.com I took aa the steps I could to work with this company. I asked them to send me a branded one and I would pay the difference. (no response) I purchased a branded one from another supplier as this was the only way we could get the pool working correctly. It worked fine. So I am seeking a refund of my original purchase. v ($339.99) I have many email back ups showing my attempt to work with them. They pretty much cost my family and friends 8 weeks of safe swimming.Initial Complaint
07/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased a Salt Cell 24 months ago and the cell has a 5 year warranty. The cell failed and I followed the warranty claim process which included uploaded photos and documents. The company contacted me and advised I would have to send them the cell first so they could verify it is bad. I advised them it is over 100 degrees and the cell is an integral part of the plumbing and I must keep water flowing while I use Chlorine tabs to keep the algae from forming. The sales rep was less-than-helpful and said I would have to purchase a bypass **** "online" and have someone install it - or shut my pool down while the warranty process plays out. I have no problem sending my bad cell in, I also have no problem being charged for the replacement cell if mine turned out to be ok (but it isn't, a pool tech confirmed it's bad). I just can't turn my system off and I will spend more to buy the bypass **** and hire a pool tech to come install it than I would for a new salt cell. After many back and forth emails, the sales rep would not budge. I would like other customers to be aware of the very poor customer service from this company and advise all to not purchase items from them.Initial Complaint
07/20/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Communication is extremely poor, my matter hasn't been resolved, nor any contact from a manager as requested since last Friday. I have initiated a dispute with my CC company for falsely advertising a product and refusing to offer acceptable resolutionto refund/return. I am happy to drop the dispute, as I know it impacts your company's merchant services expenses. If you I don't get a shipping label and refund initiated upon confirmation of delivery, then I will filing a report with the better business bureau and local Attorney General's office for deceptive and misleading sales tactics. You charged my card the day the product was ordered, I expect a refund the day I ship it out. Once again, this is not my fault. The sheet that you place in the box displaying compatibility issues should been on your website, not in the box to surprise me upon delivery; then make the refund policy difficult and costly to the consumer.Initial Complaint
06/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Ordered a salt cell for my pool! Never received it! Call and emailed numerous times! Never had a response but once on phone ! Guy said he would have someone call me back. They never did!!So I'm sure it's a scam. They need to be put out of businessInitial Complaint
06/15/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a replacement salt cell from this company all around June 10th. The salt cell arrived yesterday heavily damaged and broken almost in half, the packaging was barely existent, only a single layer of bubble wrap surrounding the product that's worth over $350, without any warranty information as described in the sale ad, and appears to be a fake item. After multiple attempts of reaching them by phone and always receiving the response that it is just an answering service, multiple emails, I have yet to receive any response.Initial Complaint
06/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On Feb 27, 2021 I purchased a salt cell from this business. Cell has a 5 year limited warranty. It stopped working this May 2022 and I contacted Saltpoolstore 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.Please send to: Salt Pool Store 5502 Island River Drive Knoxville, TN 37914 Also provide a tracking number so we can track your return and also make sure you have your details with the package or a copy of your invoice inside the box. The turnaround is 4-5 Days once received Tommy Webb Sales Consultante *****@saltpoolstore.com Which I did. They received it on May 18,2022. On May 23, 2022 I received a pro rata bill from them for $249.99. I only paid $279.99 on the cell a little over a year ago. Their published price on the cell now is $340. Here is their warranty info they sent to me: 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 $340. I have addressed this with them with no response to email and cannot contact by phone due to a recording. I have more emails sent to them requesting them to contact me over this issue with no response as well of more proof of no response Attached is email correspondence.Initial Complaint
06/13/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a salt cell replacement from the Salt Pool Store in May of 2022, it was shipped and received within 1 week. The cell was defective (cracked) and did not work. I contacted them about issue and said to return, with tracking, and when received will send replacement same day. I did with USPS via tracking (should have $ insured and didn't stupid and my fault) and now when call the Salt Store on status only get some girl who says she only does "intake." and someone will call back. Take number, email, etc. Done this 15 times now. It's a scam and they won't return any messages or refund/exhange. Filed complaint with Paypal/Visa for the $339.99. I figure only recourse now is through Visa Fraud protection. Company is a scam, or at least don't care and don't honor any customer guarantees. If lived in Knoxville, or decide to travel, will find this owner of the LLC and will get my $339 back on way or the other.Initial Complaint
04/19/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased Platinum Edition Replacement T-15 Salt Cell, worked for 6 months before displaying a cell "hot" code. It took a week for an automated warranty request to send in the defective unit to verify the defective cell. Salt cell is built into pool filter piping, would be unable to run filter without salt cell. Researched street address for this company, their physical address is a fulfillment warehouse with pictures. There is no Pool store, just a warehouse, and also no tech support for pool equipment. The original item was shipped from Australia direct to my house. This is an Amazon-type arrangement with third-party sellers.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Contact Information
Customer Complaints Summary
90 total complaints in the last 3 years.
38 complaints closed in the last 12 months.
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