• Report:  #1521384

Complaint Review: Saltpoolstore - Knoxville TN

Reported By:
Upset - Anonymous, Tx, United States

5502 Island River Drive Knoxville, 37914 TN, United States
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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 our 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 W. to request my cell be sent back to me FIVE times. No one will respond. They will not return the cell to be repaired locally. (He only responds to emails with "invoices".)

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, many customers have the same problem with them. They don't ship merchandise that is paid for. If they do, it's inferior to what they advertise. They don't fulfill warranty requests, and they are a "bait and switch" company. 

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