Polygroup Pool |
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Consumer reviews about Polygroup Pool |
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undivided
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Jun 7, 2014
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Poor warranty customer service
Purchased a ProSeries 14x42 pool on 05/26/14
Put up and filled pool.
I bagan to install the skimmer and noticed that the skimmer was not level with the pool. I removed the skimmer and looked at cut out from manufacturer. IT was not level. I did not think this would be a big deal so I filled the pool.
The skimmer is an eye sore at a slanted level and the water leaks from the gaskets and skimmer top.
Called for a warranty claim and was told that I needed to drain all 3300 gallons of water and cut out an 8x11 piece of liner before they would send me a new liner!
They acknowledged the defective cut out by pictures I sent, but still require me to drain my 3300 gallon pool to replace liner. They don't want the pool back just a picture of my cut liner! How ridiculous is this? They won't pay for the lost water nor the new water.
TERRIBLE CUSTOMER SERVICE AND WARRANTY POLICY.
If you are acknowledging the defect, and don't want the pool back, I should not be forced to drain pool in order to get a new liner.
BEWARE THEUR CUSTOMER SERVICE.
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prncess20021
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Jun 17, 2014
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My poor daughter
All my daughter has been talking about for the past year or so is "I want a pool for my birthday." We saved up our pennies and on 3-16-14 we went to Big lots and bought one. We was so excited. Waited till it got warm to put it up. 6-10-14 was the day. Put it together for about half full and dam if there isn't a leak. It's leaking threw the seam. Defective right out the box. Got on line and filled out a contact us form. Heard nothing for a couple days. Called 3 days straight. Nothing! Called this morning 6/17/14 talked to a girl. She advised me I'm 3 days over on my warranty and they can not help me but will offer me a discount on a new liner. Yeah another 250$. I argued the fact that over a week ago I filled out a contact form and nothing came of that. Oh well ma'am sorry your still 3 days over on your warranty. Big lots won't take it back either. So end result is we are screwed out of $360 for a pool we can't use and my daughter is heart broken because we bought her a worthless pool for her birthday. Summer scapes is not what your pools should be called. Your name should be "No Vaseline"
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apples
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Jun 24, 2015
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Pool pump SFS 2000
Absolutely horrible!
I have had my pool now for 6 years and I absolutely love it .... when it works! I have replaced the pump 3 times because there is this little stick in the rotor that breaks. Again this summer 2 weeks into having my pool up the thing breaks again. I called the company and a $25 part is going to cost me $95 USD to have it shipped to my house in Canada. They will not ship to my US mail box under any circumstances! Customer service has admitted that this has been an ongoing issue and they have since fix the problem and there is a 180 day warranty. This warranty doesn't help when you store the pump over the winter and plug it in for it to break. CASH GRAB!!! So I get to sit here deciding whether or not to just go buy a new pool, Spend $120 Canadian to fix it every year or take pictures of my lovely green pool and tell everyone how awful this pool is!
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lovelylucyann
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Jun 27, 2015
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POLYGROUP POOLS BAD BAD BAD
I bought a polygroup pool on June 10, 2015 within 3 days the pump went out I called and was told that I had to send pictures of the cord cut off. I did that. Then got told my new pump would not be here for 7-10 days ok no problem pool can still be used. Went out yesterday (last night) noticed a leak in the liner (opened up at the seam) called polygroup again and was told that until I cut the liner and released all the water (4400 gallons) and took a picture of the cut out they would not go any further with the warranty. Now the leak is small and the pool can still be used but NO they want me to do all of this then wait 7-10 days for a liner. You know I have done warranty on other items and have never been told to jump thru lame loops like these before and the parts were always shipped the next day overnight not in 7-10 days. This pool has been up for about a week now and is no good. At all cost DO NOT BUY A POLYGRIP POOL. This morning when I first called the young man told me "yea there a lot of crooks out there that is why we have people cut the cords and liners we don't want to be ripped off'" Nice company don't you think they don't trust their customers. Stay AWAY at all cost.
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lehman4212
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Jun 8, 2016
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Pool Pump
I bought a replacement pool pump August 8, 2015. Received it(fedex express!) on August 18, 2015. Got the pump on and three weeks later(Labor Day weekend) winterized the pool. The new pump was put in a container for winter. We just filled the pool with water on June 6, 2016 for this season. Took the pump out and hooked it up. Doesn't work. Basically the pump worked for approximately 3 weeks. Called customer service. After a long wait I finally spoke to Dorothy. I explained that pump had to have been defective when I bought it in August of 2015. Had to buy another one of course. If our business treated customers they way Polygroup does, we would be out of business. I confirmed with her that this pump was defective when I bought it since it only worked for about three weeks. She agreed! They would not replace it. I will not deal with this company again. I will take this as far as I can. It's not the money, it's the integrity this company lacks.
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Jmnolder
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Jun 18, 2016
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Pool pump
Apparently I am one of many people with the same pump issue. I just started my claim yesterday and will jump through the same hoops. Used the pump twice and it quit. I will take pictures of the cut cords and send them in. Wish me luck. Review will be continued.....
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Jmnolder
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Jun 25, 2016
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Pool pump part 2
I am continuing my previous post from June 18. My experience with Polygroup was fine. I called the customer service line and was able to speak to a representative right away. I was on the phone for a total of 26 minutes as he explained everything in great detail that I needed to do to get a new pump. I followed his directions, and submitted the photos on a Saturday, got an acknowledgement email on Monday, the pump shipped Tuesday and I received it on Friday. I installed it and it is working.
I hope it lasts longer than the other one, which had a life of two days. It's the same exact pump so we shall see.
I have no complaint other than the quality of the pump. It's very weak but at least it is running.
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tomnlnr17
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Jul 27, 2016
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Pump replacement
I was horrified to read all of these awful experiences with the company, Plolygroup. I too purchased an above ground pool and the pump stopped working two months later. I went back to the store after getting nowhere with the customer service on the phone, at least they answered tho! But the CSR at Walmart (Yuck!) was very polite and very helpful and really, sincerely tried to help, even tho she didn't get anywhere either. So the CSR at the company told me they would replace the pump if I sent them a picture of the receipt and the pump with the cord cut!! I was amazed at that. I said "are you serious"? " What am I supposed to do with the pool water for the week or so (??) that it would take to get another pump? She said to stir it around with the debris net!! How Stupid is that? So I did what she said and cut the cord, sent the pictures in and now I don't even know if there really is a customer service with this company. Having read all these complaints, Im not so sure I will ever get anywhere with them. Time to contact the BBB I guess.
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x3heatherann
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Sep 14, 2016
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Waste of money!!!
The absolute worst product I've ever purchased. I should have stuck with my gut and bought an Intex brand pool. It was a pain to put this thing together, once it was finally put together the pump went out after about 3 weeks of use. Had to wait for a new pump to be delivered that they told me they couldn't rush to my house regardless if I paid the extra shipping fee or not. Finally receive the new pump and it is nearly IMPOSSIBLE to get it back on the pool. After about an hour and a half of trying, I finally got it. Went to take the pool down for winter storage, the pool liner is completely stuck to the poles that slide through. We tried for 4 hours to get this thing apart. Even waited for a cooler day hoping that it would help come apart easily. Nope. Mind you, I live in Michigan so it's not like this is the hottest state to have a pool set up. There is NO reason the liner should be that stuck to the poles to where we can't get it off. I tried sticking a ruler through to get it off, nothing. We tried spraying WD-40 on it, wouldn't even budge. Don't waste your money on this garbage. I am out about $300 and should have invested that in an Intex pool. Never again will I waste my money on this company or brand. I had to cut the liner off of the poles. Even after that it was impossible to peel it off. Complete garbage. It is on its way to the dump as we speak!!
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Torrez0298
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Jul 18, 2017
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Polygroup pump/service
Do NOT purchase from this company Polygroup , Summerwaves pools!! Save yourself a headache. I purchased this 16x48pool 6/6/2017 at Walmart, also purchased warranty. Early July the pump went out. I called and spoke w/male rep, had thick accent. Had lengthy conversation that ended a request of sending pictures of receipt, and was told to cut from end of plug 12ins down, and also take that pic. Odd I thought, but ok, so I did as request sent 7/12. Come 7/17, no pump. I called back spoke with rep stated they didn't get my email. As she's going on saying ticket needs to be made, I asked for a sup. Bob suppose to be a supervisor stated there were no attachments,.....I resent again, and again, and again. Know he makeing me feel I don't know how to send attachments. So I resent to myself,.....and guess what? I CLEARLY SEE attachments!!! I request to speak w/ higher up, puts me on hold, guess he thought d hang up. Held for more the. 6/7 mins. So I called from different phone. I get xfer to Sarah in leadership, I xpress how very upset I'm. She checks emails, and NOW she's able to see attachments!! BUT pix w/cut cord needs to be checked cause 2pieces aren't pictured!! So I'm back on hold, now Ken, comes on line i was on hold with, says email DOESnT SHOW ATTACHMENTS, Realllly!?! Sarah comes back on and says it's a go ahead, I ask Ken if he's listening cause he just said no pix! This is HORRIBLE service, for product still under warranty, we shouldn't have go thru hoops and hurdles as BOB said needed to be done. That's why I wanted to play it safe and cover my butt, with buying the warranty!! I don't and shouldn't have to dump over 5,000 gallons water, cause it's green!! What a headache. I expressed to Sarah I'd be blasting the company, her response. "Make sure you say I got the replacement" No I haven't GOT the replacement yet! My response,...I haven received replacement. Took 48 mins, 2reps, 1 sup, 2 leadership reps, 6/8 emails WITH attachments, is this acceptable???
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Dawn mcnelis
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Jul 18, 2017
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Junk
Well so disappointed purchase this pool just to get threw summer and had it just under 2 momths called company to replace filter pump and i dont have my reciept. So would have to purchase new pump to install and final cost with shipping cost me as much as pool did . Buyer beware not worth the money decided not to replace and just empty it and throw out i cant see buying another pump to only have it burn out again and customer service sucks ass . This company should be shut down and we should all boycott.there products . Think they need to make a better product before screwing the public i am so sick of buy shitty products.polygroup sucks
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flagirl
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May 13, 2018
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have had no problem
I bought my 15 by 42 4 summers ago I just replaced pool pump from 1000 to 2000 so I have had a good experience well worth $400 I paid 4 years ago they only problem the new pump is loud compared to the 1000 I had
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let24
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May 14, 2018
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polygroup pool worst customer service
Polygroup pools is the worst company to purchase from! Needed a replacement pump order one for 89.99 and paid 30.00 to have it shipped within two days. I waited and received nothing. I called the company asking what happened to my package they stated I received my package that it was delievered and signed for. I had explained to them that I had not received my package that if I had received it I would not be calling. They gave me the run around that I had to contact fed ex it was no longer their problem. I contacted fed ex turns out the company wrote the wrong address and it was delievered and signed by someone who lives at that address. The company did not want to replace the pump. I had to agrue with them talk to a supervisor they stated that they would send a replacement took the address down this time I had them repeat to me the address. So I'm constantly checking the tracking number it says it was intransit. I never received the package so I call once again and they say it was delievered. I then contact fed ex they tell me they came to deliver the package three times and no one answered the door. I head to the fed ex warehouse to pick up my package I remove the fed ex label and once again its a completely different address. I call the company to complain and they lady tells me I'm lying. Fed ex must have switched the labels the label on the box is from Polygroup pools it say original label ploygroup pool texas. THEY ARE THE WORST COMPANY EVER! Do not purchase from them!
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Dazelahy
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Jul 17, 2018
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PUMP IS USELESS!
I've owned nice above ground pools for 30+years. Have opened and closed clients pools, can trouble shoot water problems and fix.The "Filtration System" that comes with these pools SUCK. NO Circulation, Constantly changing out the filter, etc.
Pool is now a beautiful shade of green. PH dead on - Chlorine, Dead on, Alkalinity, Dead on Etc.
The filter can't circulate the water enough to have any chemicals work. WORST Product I EVER BOUGHT!
AGAIN, Owned and worked on above groud pools up to 27' X 54" and never worked so hard to keep a pool clear and clean. ANd by not having a skimmer, you'll spend hours cleaning off the debris on top the water.
After 1 1/2 months - tearing down and throwing away!
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clcrain
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Jul 26, 2020
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Polygroup above ground swimming pool
The past two years we bought a Polygroup pool, 15X48. Each year, water began to leak out of the bottom of the pool immediately after we initially filled it. This means that the liners was defective from the factory. This year I contacted the company and they told me I needed to cut out a large rectangle of the side of the liner that identified it, if I wanted them to even "consider" honoring my 90 day warranty. This would mutilate the pool leaving it useless. I have to fill the pool up everyday about 4-10 inches depending upon how much it wants to leak, but I do so because my grandchildren and I have no other way to enjoy the hot summer due to Covid19. Frankly, even if they gave me a new liner, I would toss it in the garbage, because these past two years have been very expensive to fill the pool up every single day. I have purchased these pools for about 10 years, and I will NEVER buy another one. The ones prior to the last two years did not leak like a sieve right off the bat.
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