INYO Pools Reviews 192

The worst customer service I have ever worked with. Bought a pump( Pentair Intelliflo) received with a broken volute.
Called - they will get back to me. So I bought a replacement volute from them, thinking I don’t want to return pump, just need the part.And when they call back I can just get credit for the replacement volute. NO NO NO on all of the above. Their way to handle problems is to ignore them and they will go away. NEVER RISK MORE THAN YOU CAN AFFORD TO LOSE. Could and should have and will from now onwards find somebody, anybody else to do my business. 5-23-2023 order number 61969982-1

I had a code for a $15 off the $15 was not rewarded to me. I had emailed at least five times receiving no response whatsoever. Very disappointing customer service.

Edit
I received a replacement pump and it works great. I didn't have to return the defective pump.
4 stars as the whole process took 3 weeks.
Ordered a new pump and it was defective. I requested for a return and refund twice within the 30 days. I still not received any email about returning for 10 days.

Absolutely horrible in every way. I paid to overnight parts to get my pool back up and running. They didnt send the entire seal kit. only way to communicate is thorough chat. After an hour of chatting and with a strong attitude she finally agreed to send me the seal kit but refused to overnight it. 1 week later and i still have not received it. Ordered again through another vendor and received next day. READ REVIEWS and do not do business with these people. HORRIBLE

Ticket #*******
RMA: *******

Your company is really the worst to deal with. You sent me the wrong item.claimed it was correct item.I sent pictures showing it was the wrong item... took two weeks to get an rma... than the items were shipped back and it was returned to you over 3 weeks ago. I was told a week ago 5/19/23 that the money was returned... a whole week later its still not returned and today 5/26/23 i call and ask for status of funds returned and you tell me youre returning the funds again today and it will take 2-3 more business days to see it on my account... i dont understand why you treat clients like this... i dont understand why youre in business when you have had my money for over a month and half you keep playing games... i dont know why you lie and claim funds were returned when a week later it wasnt and you say youre returning it now... you guys are really horrible

BE VERY CAREFUL...JUST PURCHASED WITHIN THE PAST 30 DAYS A REPLACEMENT MOTOR FROM INYO POOLS. THE MOTOR WAS DEFECTIVE AND INYO WANTS ME TO PAY THE RETURN SHIPPING FOR A DEFECTIVE ITEM, AND CHANGE A RESTOCKING FEE. PLEASE READ REVIEWS AND RETURN POLICY BEFORE ORDERING FROM THIS COMPANY. THEY WILL ASK FOR PHOTOS AND UPLOADS FOR THEM TO REVIEW YOUR RETURN EVEN THOUGH THEIR ITEM WAS DEFECTIVE. THERE IS NO REASON FOR THE COMPANY TO CHARGE CUSTOMERS FOR THEIR MISTAKES OR THE SALE OF A DAMAGE ITEM. I WILL NO LONGER ORDER FROM INYO AND ANYONE WHO ASK ME ABOUT THE COMPANY WILL NAVIGATE THEM IN THE OTHER DIRECTION. I HOPE OTHERS CATCH ON, AND THEIR BUSINESS MODEL CHANGES AFTER DECREASE SALES.

I ordered motor and cancelled within a few hours - they replied saying it was too late. Comically they forgot that the UPS tracking includes shipping time. UPS showed that they shipped it a few hours after that email - meaning they knowingly shipped something i cancelled. Hoping that i wouldn't return...customer service rep John S was rude - typical garbage company

I switched my purchases many years ago from another pool supply company to inyo pool, and just had a horrible experience. I order black 2 part epoxy paint over a week ago, really needed it to get my pool up and running for my business (campground), I just got off the phone with customer support. The company canceled the epoxy paint (out of stock) and didn't think it was important to contact me.( this is now 8 days later) No other alternatives or solutions. I just spent over $1600 and had more items to buy. I will find a new supplier and would highly recommend any business use caution when ordering from this company.

Order placed on 1/30 on a in-stock item. Shipping label created the same day but never ship, until I call Inyo on 2/4. Shipped immediately after I complain.
Terrible company!!!!

I ordered a heat exchange on Sept 6th according to my model number verified the product description visual and when I recieved it on Sept 12th turns out it was the wrong heat exchange. Contacted InyoPools to get correct exchange which I recieved it on Sept 20th. I started the return process on the first heat exchange on Sept 16th. Fought with Inyo Pools till December 8th before they finally gave me a RMA and a lable to send first exchange back to them. I recieved an email this morning at 7:18 that they are crediting my card for the exchange. Recieved an email at 9:30a for a shipping lable that they are sending back the exchange and and email at 12;30p that my return was denied because it was PAST THE 30 DAY RETURN. I have proof of email and chat logs that I have been fighting them for a return lable since Sept 16th, 10 days after the original purchase.

Very difficult to get them to stand behind warranty. Never replied to initial chat complaint.

I had exactly the same situation - ordered pool parts to be shipped to my post office address and used a credit card that is billed to my home address in PA. They asked for a driver's license to verify credit card, which I thought was rather strange. I sent it to them, heard nothing for a week. Sent a message asking about status and they replied they were still waiting for my driver's license. Sent it again, waited another week. No action so I sent another message and received a reply that they were still waiting for my driver's license. Tried to use the Chat function, not sure if it was an AI bot or a real person but the summary of the conversation was "Your photo ID is not acceptable, please send us a PayPal payment". I don't have PayPal, I have had the credit card for 20 years and it has no open balance, I have lived at the same address for 35 years. I asked to speak to a supervisor and the Chat function was then disconnected on their end. I sent a very polite email addressed to the owners listed on the website and received a message back from someone else stating that the owners could not be contacted. A day later received an email that my order was cancelled with the reason "After reviewing the ID provided, INYO has decided to decline the order". No idea how they came to that conclusion since I have had the same license for 43 years. I am now very concerned that they now have my credit card information as well as a copy of my drivers license.

Company would not refund an incorrectly labeled product from their website. Customer service was extremely poor and slow and they have no phone number. Buyer beware that if there is an issue it will be an extremely frustrating experience.

I ordered a replacement pool pump motor on 9/17/2022. I received the motor on 9/22/2022. When I went to install the motor on 9/24/2022, I opened the box and noticed that the motor was damaged, so I initiated an RMA request. I was contacted on 9/26/2022 to provide pictures of the damage and each side of the box and I did so on 9/27/2022. I requested an update on my RMA request on 9/29 and 9/30 and have not received any type of response. They state their RMA takes 2-3 business days. I had to source a replacement motor from a different supplier due to the amount of time the RMA process was taking. I am still awaiting a response so I can return the damaged motor and get a refund.

I bought 3 products from this company online, only 1 came I was charged for all. When I contacted the company I got the run around. Asked for their RMA form they require to get a refund never got the form. They instead asked for pics of the item. Just know they have the right to not allow you to get a refund. My mistake was not reading their return policy in full. Just know if you buy from this company they will make you jump through hoops to return anything and still may not get your money back. I am out $140.00 with nothing but a filter that doesn’t fit and 2 items I didn’t even receive. I Do NOT recommend.

Ordered a DE filter grid. Realized immediately there was an issue and tried to cancel the order. Was told by chat support to wait till wrong product arrives and return it. Unfortunately, was told I would have to pay return shipping7 days later.
Between the time I spent chatting with a remote agent and trying to get my refund, I learned a valuable lesson and hope to save you the hassle and cost. This company may be a good local store, but no real logistics/infrastructure to manage national business. My advice is stay with more structured companies like Amazon or Ebay.

Update: Just sent me a check for the whole item! They have definitely redeemed themselves!!! Best customer service ever!
Worst company ever! I was missing parts and they refused to replace them. They said I was past 90 days. I couldn’t put it up when I bought it because it was snowing. I should have opened the box to make sure everything was there.

using them for all my pool needs for a couple of years. this is the first time had to return a half grid of a DE filter. they do not provide a return label. tried to return it on my own but the return was more expensive than the item. They were of zero help but preferred to lose a client than to help out. Feel sorry for the company

Purchased a new pool pump motor. The pump failed in less than two weeks. Can only contact Inyo Pools threw a chat. Received conflicting instructions on how the return of the bad motor. Had to pay for the return shipping. The person at Inyo Pools responding to our emails gives short incomplete responses. Waiting for refund more than 25 days. Will never do business with Inyo Pools again!!!