Pool Supplies Canada
reviews and complaints

We bought a 21 ft round above ground pool, after installing the liner we saw that it had a hole in it. After contacting pool supplies about it and them only getting back to me a while after they are asking me for pictures of the packaging? And without the packaging they cannot replace the liner? I did send them pictures of the whole in the liner, I have proof that I bought the pool and accessories from them. This is ridiculous!

The product was defective we paid to have it rushed we ordered it may 29th it came June 3 we went to have it installed by professional installation and he confirmed it is defective..we contacted pool supply who said we can't return it as we opened it..and how can you check if you don't open the box and the rep hung up on us..Then we do it under warranty send video of it not working to send to manufacturer..to wait and see what they say if they will replace it..extremely frustrating and poor good business. I been dealing 14 years however never again. They don't stand behind defective products

ordered a complete pool package
missing the coping to install the pool liner
after many requested finally got a reply from Sarah B who claimed it was in transit, found out after a hour with FEDEX that that was a lie and there is no shipment
I have a back yard torn apart and I cannot complete the installation without these parts that I have already paid for
Mike claims they are a authorized Latham dealer bur according to Latham that is another lie

We purchased a 14 mil cover because the website said it would last longer than the 10 mil cover we had purchased 4 years earlier
It lasted almost two years and started to rip and not on the seam which is the only thing they cover on the warranty
We have had pools for 40 years and never experienced anything like this
Company says sorry nothing we can do

Purchased a Raypak 199, 500 BTU Millivolt Natural gas heater, Code PR206AMNC, May 2017, $1852.07 the heater ran well last year without a problem started pool up this year in May, heater working ok until June 2018 and started to leaking water form the heater core, contacted Pool supplies regarding this issue they contacted Raypak warranty person who emailed back saying they don't have a dealer in my area and will have to hire a person to repair this problem then send pictures and parts to Raypak for warranty evaluation, which is no guarantee they will reimburse for the parts and repairs. That is one backward warranty, consumer puts outs cost of repairs and then is left awaiting a decision on whether the Raypak will cover the costs.

Corespondence below
---------- Forwarded message ----------
From: Joan Abuyuan
Date: Thu, Jun 7, 2018 at 2:42 PM
Subject: FW: 345371 Warranty request - Stephen Hopson - Huntsville, ON
To: Greg Laver

Good afternoon Greg,

We don't have service for the area. Please have the initial installer service the unit and have them sent pictures of tub bundles and installation.
If they require technical assistance, they can contact Tim at ext 222

Joan Abuyuan | Warranty Administrator | Rheem Canada Ltd./Ltée | 125 Edgeware Road, Unit 1 Brampton, Ontario L6Y 0P5
[protected] ext 263 [protected]  [protected]  joan.[protected]@rheem.com
**Water Heater web warranty verification is for US customers only.***All claims are subject to review***
Residential water heater installed anywhere other than a single-family dwelling: The Application Warranty Periods will be limited to 1yr from Effective Date for both tank and parts in all cases (in all locations regardless of who installs the unit).

From: Greg Laver [mailto:[protected]@poolsuppliescanada.ca]
Sent: Thursday, June 07, 2018 2:32 PM
To: Joan Abuyuan
Subject: [EXT]345371 Warranty request

Stephen Hopson
638 Ravenscliffe Rd
Huntsville, Ontario P1H1N5
Canada
[protected]

Raypak 199, 500 BTU Millivolt Natural Gas Swimming Pool Heater
CODE:PR206AMNC
heater is leaking customer says he uses a local company and they handle the water on a weekly basis.

Can you arrange a warranty call on this unit?

Thank you,
Greg Laver | [protected] | [protected]@poolsuppliescanada.ca

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I bought a heater at pool supplies canada in Burlington for 499.99 plus 13% tax. We had to returned it because that heater needed a 240 v which this was not mentioned on the product details. I called them and explained the problem and told me that they could only give me a store credit which a was not happy about it.So finally after email and email they deçided to give me a refund minus 15% for restocking fee which was not mentioned on their return poliçy so i called that stealing. My total i got back was 480.00 which should of being 564.99 and the shipping was 52.00 dollars.Please email me for what i can do for this problem at [protected]@ hotmail.com Thank you