Inyo Pool Products
Reviews and Complaints

Just placed order on 6/27 for a 56y frame 3 hp motor. Old motor went out after 13 years of duty and wanted the same brand. Found INYOpools during web search and priced the motor. They were very competitive with price against many other companies including ***. I would hate to leave a bad review at the conclusion of our business as I began to read reviews about INYOpools after I placed my order and spent over $400.00. Some reviews are very bad for business and I would not have ordered from INYOpools if the reviews were read prior to order. Would like to see INYOpools prove the reviews wrong! To be continued...

I placed an order with this company for a pool heat pump for 4000.00. I received a conformation email but later that day they sent me an email saying that i need to send them a copy of my ID. I have never heard of this and seems super fishy. I finally found there phone number (not easy to find) and asked about it. They were unwilling to budge on getting my ID. So i tried to cancel the order in which they put me on an extremely long hold. Finally after speaking to a supervisor they canceled my order. I do not recommend using this company and if i had just looked at they Complaintsboard.com reviews prior to ordering i would not have wasted my time.

Ordered 3 items online and only 2 arrived. I paid for next day air given my circumstance was extremely time sensitive. Without this item, I am forced to drain and replace 30,000 gallons of treated pool water. Three days after placing my order, I received a notice that my item was on backorder and will be shipping within 2-3 weeks. What's the point of paying for overpriced shipping if it's not delivered as agreed upon. If I would have know the item was on backorder, I would have never placed the order. This business clearly doesn't have their s*** together and is very good at clever cash-grab tactics. Avoid this business at all costs.

I ordered a part for my Tiger Shark. The website said three day shipping. After four days and no part, I went to the website to check the tracking number. There was none. I sent an email to the company. No response. I found the phone number on my Paypal transaction and called only to find out that the part was backordered and wouldn't be delivered for five more weeks! So, I asked to cancel the order and was told that it would be several days before they could cancel it because they had to confirm with the warehouse. After six more days, they cancelled the order but did not notify Paypal until I called once again to have that done. All in all, the service was absolutely horrible.

I placed an order for a very expensive part and paid for overnight delivery. After not receiving the part or tracking number on the day I was expecting I contacted their customer service. After waiting forever I spoke to an agent Michelle Bosnak who promised me that my order was on its way and that i would receive it the next day. After not receiving the next day I got to speak to Michelle again who promised me the same thing all over again. After letting her know that she told me the same thing the day before shes stopped answering my questions. It showed that she was reading them but just not responding to them. Finally she choose to close the Chat box without giving me any detail to my order.

My experiences with Inyo have been very satisfactory. Their chat function is superb, their videos and pictures are really helpful and informative, and of course their prices are good.

Everything I've purchased has been over the free shipping threshold and it has come fast and in good shape. *** (I know because I bought a motor the same month), the website clearly says to beware of shipping delays...tears in the fabric of a cover not being a manufacturer's defect. If it doesn't come from the seams, it's not manufacturing - you bought a cheap cover. Caveat emptor.

Misleading advertising on expedited delivery charges, Ordered a pump motor and paid for expedited shipping because I wanted the part to arrive before Memorial day. I was charged $48.98 for 3 day shipping. I read their shipping policy which says that the package will arrive by the end of the 3rd day. The package shipped on Wednesday and will not arrive until the following Tuesday, if it comes today. Apparently; according to their customer service representative, the package will arrive after the third business day. This equates to Standard 4 day Ground shipping by the major carriers. The cost for standard ground shipping is between 9 and 12 dollars. to charge next day air prices for standard ground shipping is ridiculous.

Ordered pool pump, impeller & pump shaft seal. Online chat employee was condescending & assured me they were the right parts after I asked them to verify. Had to return the impeller because it was the wrong part but had to use the screw & o ring (had to reuse the old impeller). I explained this to whoever handles the returns & the return was approved. I paid to return & followed all instructions. Waited for them to contact me about receiving my return but nothing. I had to contact them again & was told they had to email the return dept. Next day they say the o ring & screw was missing so the return was not approved. Spent over $400 with this company ...get sent the wrong part, pay to return the part & this is the service I get. Never again.

My first order from INYO Pool was a few months back. It included a replacement motor for my main inground pool pump. I was not familiar with HP ratings of these electric motors and I ordered a motor with too low HP to drive my pump. I wrote to INYO and asked if I could return the motor for credit. They were very accomodating and accepted the return and issued full credit. On this basis, when I needed to buy a replacement TigerShark QC robotic cleaner, I ordered it from INYO Pools. The price was very competitive, the delivery was free and took only 4-5 days. I will continue to buy from them as long as their prices are competitive and their attitude towards their customers remains the same. I am very pleased with them. Couldbfishin in Houston, TX 9

Pray that you do not have to contact customer service because there is something wrong with your order. I ordered a mounting foot with adapter with screws. When it arrived it was a slice in the bag in the screws were missing. I contacted the company and ask them to send me to screws that came in the bag. Their response was that I needed to send pictures of where the screws went so they could identify what screws I was talking about. I found this curious since there were only two screws that went with the peace. But I played along and sent photographs per their request and on six different occasions they insisted they had not received them, despite in it and auto acknowledgement from their server that they had. I would not do business with a company that would be so dishonest with a customer who spent $600 and stonewalled that customer over $4 worth of screws

Horrible customer service. So bad in fact that it borders on criminal. I purchased a salt cell from INYO. My invoice shows the correct part number, but INYO sent me an older model. The updated model includes updated parts and a 3 year warranty, whereas the prior model comes with a 2 year warranty. When I requested approval for a return, guess what?, they said that they would get back to me in 2 to 3 days, guess what?...they ignored me. This is simply bait and switch. They do not publish a phone number. Read the return policy. It is so inclusive that it makes it nearly impossible to return items. DO NOT BUY FROM INYO.

UPDATE:
Joe S., the customer service manager at INYO Pools went beyond expectations to remedy the problem that I had.
I feel that based on the excellent customer service that I received, I would like to change my rating to 5 stars. I will continue to use INYO Pools for my future pool equipment and supplies needs.

We ordered a part online. We received a tracking number quickly. Over the next several days, we tried to track the number. UPS didn't have it. Sent a request off to Inyo and received no response. After another day, we sent a note asking them to cancel the order. That prompted a response stating they would Check with their warehouse and if they made an error in reporting the tracking#, or if it was never given to UPS, they would cancel the order. We got a note from a different rep stating that The next thing we received via email was a new tracking #...which we tried to track. Still no record at UPS. We responded that the order should be cancelled, not reissued with a new tracking #. We heard back that it had been shipped but that they would recall the shipment. Two days later the item arrived, in a box that looked like it had been dropped from 50ft. It has clearly been opened before and retaped. We have reported that back and have asked for a return label...no response. This is obviously a company that does not care about the customer or repeat business.

I placed an order online after confirming the part I needed with their customer service group via a chat. I chatted with Eric *** who specified what parts I needed to order. I promptly ordered them. Unfortunately when they arrived the one part (the Diffused) did not fit my pump and was not compatible with the impeller that Eric told me to order. When contacting them regarding the issue (again via chat), I chatted with Gabrielle ***, Who said she would find the correct part. Unfortunately after waiting on the chat for over 1.5 hours she told me that she would send me an email with the correct part number and issue an RMA for the wrong part. To no surprise I never heard from her! When pleading to get it resolved she told me she was sorry it was taking so long but she had to handle multiple chats at the same time. Bottom line, if you know exactly what to order in most cases this company is OK, but if you need real customer support forget it. What is extremely frustrating is there is no published phone number of their website to speak with anyone that knows what's going on and who can resolve your problems.

These guys are horrible. I'm an extremely tenacious and forgiving person. I realize that people make mistakes and I am a good example of that. My first order was my fault because I ordered the wrong part . I then ordered the correct part, but the part sent to me was incorrect in spite of the description of the part on the side of the box being correct. No problem. I told them that mistakes happen. They asked for photographic evidence which I submitted. They sent me a return label and said that they would send the correct part. When I received the "correct" part it was, again, the incorrect part in spite of the label on the box being correct. They again asked for photographic proof which I sent. They then accused me of sending them the same picture that I had sent on their first blunder, which was ridiculous. I sent them a message expressing my frustration with them with, believe it or not, not one single expletive. So what do they do? They cancel my order and tell me that they're giving me a refund, which I have to remind them of two weeks later at which point they finally give me the refund. In the meantime my pool looks like a science experiment gone wrong. The point I am making is that I have been wasting my time trying to get my pool fixed since the 7th of May while waiting for these guys to get their act together. There are lots of pool part suppliers on the internet. My suggestion is to scroll past these guys and try someone else.

Purchased Raypak 6450 heat Pump 4/30, unit was simply to install since I'm an electrician. Plumbing is basically a puzzle do not fear it if you have any type of construction background. The trouble started 5/20 when I powered unit up for the 1st time, unit fan worked, keypad lit, and the compressor started (kinda like a refrigerator turning on, then after 10-15 seconds a loud bang and it shut off. I checked everything then reset and tried again, and again same thing. I checked my electrical panel and even shut every breaker off except 60 amp heater just to confirm it wasn't power, Still no luck. I called inyopools, got nobody, called, called, finally got someone 5/21 he told me to check a few things and call back. Didn't get to try it again until 5/28 and same thing it starts then loud bang and shuts down. Called tech support and gentlemen went through a few things and told me I had an issue, I had to take picture of unit info and email and send to them which i did immediately, waited couple days emailed and called, they "finally" got my email and they were sending info to Raypak to schedule a service tech which should take 24-48hrs, after 4 days I called again and was told there was no info on the past 2 calls? A very nice girl started the process again and I did receive a call from Raypak while away for a couple days but Kathy let a nice VM telling me to call Emmit the lead service guy (little did she know I called him already (5 times) but I figured since there was now a ticket # he'd at least have the courtesy to call me back...WRONG! Its been a nightmare now i just want to return it. I would recommend you research the heaters and pool companies and what type of support you can get, inyopools offers little to none, Raypak even worse! No excuse for there lack of support, don't make the same mistake I did, Purchase your heater elsewhere!

Purchased Replacement Valve for Hayward *** XXXXX-XXX-XXX sand filter. Order Summary Subtotal $84.99, Tax $7.80, Shipping $32.68 Handling FREE, Total $125.47. Order 3 day expedited, received 4 days later. On top of that the part was broke unserviceable. Filed a compliment with them and they declined it because that package was opened. How can you see if the part is broke if you don't open the box?. I will upload pictures. This is a bad way of doing business, very disappointed with inyopools.com. Would like to return the part and get my money back.

Ordered the correct filter for my Cartridge but in the meantime my cartridge filter failed. Had to order new one and then the new filter did not fit. Ordered June 29. $105. They refuse to pay for the return and replace. I have been customer 10 years. Am 78 and in SS and cannot afford $125 return shipping charge i would like an exchange . Whatever happened to customer service. I told them I was going to call the owner but instead I'm filing a complaint This filter was paid in full. I do not want to pay return shipping is outrageous price I would only like my return shipping paid by Inyo and correct filter sent or a full refund

I ordered a part from their website, they showed the part as being in stock. Never Received I ordered a part from their online store, they showed the part as being in stock and would ship in 2-3 days. It has been over 10 days and i still have no confirmation that my order has shipped. I tried calling and they dont answer their calls, their is an automated system that puts you on hold but no one ever picks up, waited over an hour. Used their chat feature and all they could provide me with was that the order was in the queue to be shipped and it should be another day or 2. that was 4 days ago. This company has taken my money and has not provided the part they promised.

Purchased a 16 mil Supreme Solar Cover on 3/20, that includes a 5 year warranty. I live in Florida and only need a cover for 4 months out of a year. Used only 1 season and 3 mos of this season and the bubbles are disintegrating which clog the filter. Contacted the company and they said it was because of the PH level in the pool is too high. I have a weekly pool company who cleans and maintains the chemicals in the pool and they said nothing is wrong with the PH level in the pool. This company is denying a warranty claim based on the PH level in a in-ground pool. I think it is unreasonable for this company to deny a claim because of chemicals. Do they not want you to use chemicals for the pool? (They also sell chemicals for a pool.)

Ordered a part on 23 Feb, 25 Feb cancelled order because no stock. On 26 Feb charged for part from another business/state. Told it would be canx. Once cancelled with Inyo Pools, I was told the product (3 way pool valve) would be cancelled, it was not. I was told I would receive an email within 72 hours with a full refund. They did not send one. Told me that they would intercept package and return to sender. They did not. I was told I would not have to do anything. Package arrived at my house. They tried to get me to pay for return shipping, I refused and they sent me a prepaid label. Package was back in the UPS system on 4 March, since they charged me the moment it shipped, I feel I should not have to wait for my refund as this was all the fault of Inyo Pools. I used Paypal to pay for the item.

Last year 3 requests for esti. were lost. This year again. Joe Silva, cust. Svc Mgr doesnt respond. His name appeared on caller ID, no answer, silenc I spent 30 minutes on the phone with a rep that thoroughly explained the process. However he could not explain why the requests are lost repeatedly and what happens when it's received. He sent a note for Silva to call me. The solution offered was to resubmit the request. I asked how many times do I have to send and there's no guarrantee it won't be lost again. Joe Silva will take my calls nor return the calls. Out of office, in meeting, lunch, left early. Placed on hold for five minutes and he never answered. Tried voice mail but that did not allow messages to be left. Requests to speak with his boss or upper management can not be forwarded or information provided.

I have placed 3 separate orders through inyopools.com. The first was for replacement pool wall rails, which was a smooth transaction, with which I was very pleased. They identified the correct parts that I needed, shipped them in a timely fashion, and the parts fit perfectly. The two subsequent orders were, however, disastrous. I contacted them via their online Chat option to identify their parts that would replace worn parts on my multiport valve. When I received the parts they recommended, it was clear they were the wrong parts. Since then, multiple efforts (two phone calls with 20-30 minute hold times, several Chat messages to customer support) to obtain the required "RMA #" to make my returns have yielded dismal or no responses. While I was, after 2 weeks' efforts, provided an RMA # for one order (the smaller $16 order), repeated efforts over the past month have resulted in no response or RMA# for the larger other purchase.

Returned new unused merchandise per RMA # by ***. Merchandise received by Inyo Pools on May 27. Have requested status several times-no reply. I returned new, unused merchandise to Inyo Pool per their RMA # by their preferred carrier ***. Said merchandise was received by Inyo on May 27. I have tried to contact the company multiple times, initially by phone which was never answered and then by multiple emails. As of this date, all attempts to contact Inyo have been to no avail. Now the phone number goes to a recording that says to use the "Chat With Us" option on their website. However, there is absolutely no response to their "Chat With Us" option. All emails have been totally ignored. Their return website, under my order number, does not show a delivery of the returned merchandise even though I have proof from *** that it was delivered on 5/27. It is hard to believe this company can totally ignore all requests for information!

Incorrect parts shipped/No response from customer service I ordered two different pool parts. I received notification from the company that one was out of stock so they would not be shipping that one. They ended up shipping two orders of the one they stated was out of stock and not the one that was supposedly in stock. In the meantime my family no longer needs any of the parts that I ordered so before even noticing that the parts I received were not correct I tried to contact their customer service to return the no longer needed parts. I have tried 4 times now to contact their customer service and have received no response. I am now past the date they say the parts can be returned but not to my fault in trying. I would like to return the parts and get my full refund. I have attached my emails for support. Below is actual breakdown of my order and emails received. Ordered- Quantity of 10 of part #*** Quantity of 20 of part #*** Received email that part #*** was out of stock Received- Quantity of 20 of part #

On 02/21 I ordered a replacement diverter for my swimming pool filter from Inyo Pools.com. I paid $24.99 plus tax of $1.75 and a shipping charge of $6.95. I geve them all the data I had on the item. When the item arrived 5 days later, upon opening the box it came in I saw that the item received was not the item I ordered. it was larger and did not fit the space. I got in touch with the business immediately to request a replacement or a refund, The only way to get in contact with them is by internet chat or email, and requested a return label. I have been in contact with them several times, and they want me to pay for return shipping. After they charge a restocking fee, my return would be only $26.74. UPS charges $16.75 for sending it thorugh them, so I would only get $10 or so dollars, while they would be able to resell the item for another $33.00. I was able to get an address for the business in Longwood, Florida. I live in Altamonte springs, about 3 miles from their listed address. but I found out the address does not exist, I still believe that the error was theirs, not mine - they simply sent the wrong part. In my lifetime, (I am 85 yrs old) have lost more than that, so it is not the loss but the fact that they can scam the little guy out of the money.

I purchased robotic pool cleaner parts for my pool that when used made my pool cleaner stop brushing pool floor due to the oversized climbing rings. Hello, Reg: orders# *** order# *** I purchased the climbing ring 4 pack ,(along with the spring filter screen & cartridge assembly) to replace worn out climbing rings. After a few days, I noticed that my dolphin nautilus was not cleaning the pool. The ONLY part that was touching the floor were the "climbing rings" (that seemed oversized) and not the brush in the middle. My pool was completely turning green. This has never happened before. I wanted to return all my purchases as they resulted in a lot of waisted time and money. The only way to know if the items were functional was use them; therefore, the items will be returned slightly used. There is no way to return the items new like they requested if I cannot tell if the parts will work unless I put them to use. I tried chatting with him multiple times and was told that someone will get back to me. There is no contact phone number on the website to reach a person. Here's a list of the items I wish to return: 1. Climbing Ring - 4 Pack -*** item*** 2. Spring Filter Screen - 4Pk - *** item#*** 3. Cartridge Assembly w/ 4 Filters, 5-7/8" Height - 9 item*** Sincerely

I did not receive the complete order of my purchase from the is company. The order was received incomplete. I recently made a purchase with Inyo Pools Product on or about 5/26, for two pool kits, (kit A, 8 Sections of pool fencing) and (Kit C, 3 Sections of pool fencing), which is for my 24 ft. round above ground swimming pool. My order # ***. Upon receiving my shipment, ready for assembling; the contractor and I discovered missing parts and pieces of equipment. I immediately contacted the company to inform them of missing product parts. I spoke with customer service representative Hector on 6/10 to inform and make him aware that there was an issue with my shipment. He indicated that I would receive the missing ordered parts through their warehouse department. I received a follow-up email from the Warehouse Manager Joe Silva indicating the need for photos, which I submitted. I have to date not received any feedback or update from the company on my incomplete order. I contacted the company on 6/11, speaking with Customer Representative Lennox, who assured me I would receive the missing fencing screws, support assembly base parts, spindles, hole plugs, and caps.I am paying a contractor $300 to assemble and install on my pool. The contractor cannot complete the job without missing parts. I have made several attempts to call and connect with the company on 6/12, no one answered the call. I am a frustrated customer that paid for a product that arrived incomplete.

April 16. The pool salt generator returned. April 29, INYO acknowledged RMA Confirmation Regarding Order #***. This email is being sent to you to notify you that a credit has been issued on order *** in the amount of $689.99 by check for items that have been returned to our warehouse. May 21, INYO replied: Good Afternoon, I have emailed the returns department to get a fix on where that check is. It is showing as shipped in my system. May 21 If you have any further questions please feel free to reply to this email. In addition, you may view the entire ticket history or enter a response by visiting the link below. *** Regards, Aidan F Inyo Pool Products Jun 8, 2020, INYO replied: Good Morning, I'm seeing that the check went out on April 26, I have reached out to my boss to verify the status and get another out if possible. If you have any further questions please feel free to reply to this email. In addition, you may view the entire ticket history or enter a response by visiting the link below. *** Regards, Aidan F Inyo Pool Products June 18. (TWO MONTHS) After repeated requests regarding the status NO refund...NO CHECK we contacted the complaintsboard.com. Resolve Deceptive trade. Product_Or_Service: Pool Salt System 60,000 Gallons LT Order_Number: *** Account_Number: Warranty

Received used filter that has missing parts On 4/29 we ordered a pentair TA- 60D filter w/ 6 way valve. The box arrived damaged. It had been retapped, was crushed in areas, and was torn. When I opened the box there were parts strewn all over the box. Upon further inspection I noticed a white powder on the outside of the filter. I looked inside the filter and noticed water along with sand residue Which indicated to me that this had been returned repackaged and sent out as new. As I gathered the parts from around the box I realized that there were parts missing. Two 2 1/2 inch unions were missing, pressure gauge was missing, as well as the valve O-ring to the valve. We immediately went to the website to try to contact the vendor but both numbers listed on their website do not work. I sent an email along with pictures to the company. I received a response a week later from the manager apologizing for the situation and acknowledging that there was an issue and he would be speaking to the warehouse manager as well as making arrangements to have the filter picked up for return. He also said that we would be receiving a refund.We have yet to hear from the company on picking up the filter, we have yet to receive a refund. And we have reached out numerous times to try to resolve this issue. We would like to get our refund and for them to come and pick up their filter. As of 7/2 we have had no response from the company. We are out 541.32. We had to purchase a filter from another company. This is outright fraud selling a used filter as new.

i installed a 1hp suareflange Pureline pump motor that comes with a "guranteeed 1 year warranty. Within 5 months, the beraings went bad. I own a local pool company, Advvanced Pool Services. I told one of my customers to look into ordering a new pool pump motor from Inyo pools because they carry a less costly, more affordable Pureline pump motor. He purchased the motor in June. I installed the motor myself, as I have done hundreds of motors inthe past 12 years. Within 5 months, the bearings started going bad and they became so loud, that a neighbor complained about the noise and we had to keep the pump off. I notified Inyo pools via email and after 3 attempts to send them the correct pictures they claim they needed, a total of 12 pictures, they replied and stated that the warranty is not covered because of extensive water damage. I asked for clarification or to explain what they meant by "extensive water damage" Now, this is a pool pump that is built to withstand weather conditions such as rain and more specifically, pool water. I have not received clarification so I called and I was put on hold for over 30 minutes and I finally gave up on the phone call. Inyo pools clearly states on their website the warranty details when you order an item. The motor was barely 5 months old and the claim was refused because of "extensive water damage". They also claim that the manufacturers only cover warranty claims on manufactured defects. The problem I have with this is Inyo pools is claiming there is a warranty with the item purchased but says nothing about the warranty being a :manufacturer warranty". In comparison, if I sold a motor from a store and claim that the motor comes with a 1 year warranty, and the motor goes bad, then I am responsible for upholding that warranty. This is clearly an ongoing problem for I have read numerous negative reviews regarding the dame issue.

On February 28, 2022, I ordered 3 items from Inyo Pools (order number ***). The items ordered were an Aladdin O-Ring, ($7.99), Natural Chemistry Purge 2L, ($34.99), and Pool Shock, Non-Chlorine, 48 X 1- lb. bags, ($242.88). The total amount for the order, with tax, came to $305.15. Inyo Pools charged my credit card $8.53 on March 3, 2022 and $296.63 on March 8, 2022. I have received the Aladdin O-Ring and the Natural Chemistry Purge, but the Non-Chlorine Pool Shock was out of stock and was cancelled from my order after my credit card was charged. I was told that I would be reimbursed for the amount I was charged for the shock. On March 28, 2022 I was reimbursed $37.35. This amount was for one of the items I received. I should have been reimbursed $259.28. I contacted Inyo Pools no less than four times through their online chat system to try to get reimbursed for the remainder that I was charged. I have also called them three times and have had very lengthy conversations with their customer support. They understood and agreed that I was reimbursed the wrong amount. I keep getting excuses as to why they haven't, or can't, reimburse me the correct amount. Their last excuse was that a dispute had been placed on these charges on my credit card account and that they could not reimburse me. When I told them that I had not disputed the charges, they advised that I call my credit card company and straighten out the issue. I called the credit card company. There was no dispute on the transactions, and there was no indication that Inyo Pools had tried to reimburse my account. I asked the customer service representative of Inyo Pools if they could just send me a check for the correct amount. She didn't know if they could because it would have to be approved by numerous departments. All I am asking for is to be reimbursed the correct amount, which at this point is $221.93 (original amount minus the $37.35 which I have already received).