Fluidra
Reviews and Complaints

Internet went out and when it came back up iAqualink wouldn’t connect. I followed all instructions. When this happened 4yrs ago fluidra resolved it on phone. I emailed fluidra first. No response. I called and waited for 20 minutes. Message said leave number and they’ll call me back, didn’t happen. Next day I was on hold for 40 minutes with broadcasted wait times of 20 minutes, then 6 then zero , then zero for 10 minutes and no one answers phone. I emailed again then received a response that tgey can take up to 72hrs to respond. Then I emailed a detailed note with no response at all. Maybe no one works there? I don’t know, but obviously customer support is not their priority. If it is a priority it’s poorly prioritized.

Fluidra Warranty is Abysmal

I have been waiting for nearly 4 weeks for a Zodiac pool cleaner to be repaired under warranty. I have tried to be accommodating and even took the unit to the local Zodiac dealer rather than have a technician come out to assess and repair it. The part required has a 1 - 4 week wait on delivery as its "out of stock". That means there are a lot of warramty claims or they just do not carry adequate stock.

No follow ups or calls or emails from Fluidra - Communication is a -100

Service is abysmal so I would NEVER buy a Zodiac cleaner again.

I built a pool and Jandy/Fluida equipment were recomended. Within a very short period of 3.5 years almost EVERY piece of equipment from valves to heaters to pumps have been repeatedly replaced. I currently have 2 Quattros being repaired and the third is in the pool. I am on my third power pump, second filter, second heater,second backwash valve and now the water pump(estimated lifetime 8-12 yrs) is leaking. Customer service is impossible to reach and parts are just as bad to find. This equipment at best may ALL be defective!

Emailed the following several times with no response. Also they never answer the phone:

About 5 years ago I converted all of my pool equipment from Hayward to Jandy and have been more than satisfied. Unfortunately last year my salt system died (not cell related). My pool contractor convinced me not to replace in kind but instead upgrade to your new system. Unfortunately, you new system is too small for my 40,000 gallon pool. Rumor has it you’re coming out with a larger unit. Can you give me an ETA? I’m getting tired of putting chlorine tabs in my skimmers, Thanks.

This is my opinion. Fluidra support is entirely incompetent. My I-Aqualink breaks down frequently. The support team NEVER provides the reconnection process the same way twice. Their call backs can take up to 2 hours (my latest was 1 hour 45 minutes). We got disconnected this morning. When I called back a few minutes later, I got a recording saying the department was closed (on a Friday morning!).

The I-Aqualink requires a smartphone connection which is subject to too many variables. It is an extremely poorly-thought-out concept. My connectivity breaks down regularly, making enjoyment of my pool very iffy. This is rank incompetence on the part of Fluidra.

Again, in my opinion, do NOT purchase products or services through or from Fluidra.

I am concerned to purchase now because these people won't answer the technical support line and the emails take a week or more to be responded to, only to receive bogus information that they don't validate or check. These people don't even know who their Certified Reps are and whether they are still in business. I've been trying for months to try to get proper information from them, and I am a past customer of 28 years. They simply don't care and one of the worst companies now as a result. I can't imagine buying a product and then trying to receive such poor or lack of any support at all. This isn't how to run a business!

Purchased a PB4-60 Booster Pump from Pool Supply World on Feb 15, 2017. Pump failed three months later. After contacting them to get the pump replaced they refused stating that the pump was not installed by a licensed pool professional. The warranty included with the product did not have this disclosure. After I pointed this out to them they refused to honor the warranty.

My inground pool light rusted out after 3 years and would not work. The company replaced it last year and now the one that they sent to my pool company leaked and is full of water. Not even a year old. This product cost $1300.00 and it seems that the replacement that they sent was a defective light. Could not use all pool season company says since they replace one they will not replace another. The product is junk. I should be entitled to a new light. The light was properly installed by a certified electrician that the pool company uses. The product is defective

I have two issues.As part of a new pool purchase I bought 5 Jandy Watercolour lights. Within one year 2 of the lights were replaced and therefore there is no warranty left and 3 years later 3 more were replaced and some of the same lights. I have spent 3 x $500 on replacement + installation costs. The failure rate is unacceptable for LED lights and this should be covered under warranty.Secondly I purchased a Polaris P9550 and the Hose needs replacing. It is covered under warranty but I have been waiting for 2 months which is most of the summer for parts. It is waiting at an authorized service technician yet the parts are available for purchase within local retailers.

I have a pool booster pump ( Polaris PB-460 Newer Model ) manufactured by this company in which a common wear part broke 4 months ago rendering the pump useless until a replacement part is installed. The part is an impeller which is a common weak point in the pump and subject to breakage over time. Zodiac and all of it's part dealers are out of stock of this part and offer no lead time or other resolution. They simply state it is out of stock.They are still manufacturing entire new pumps which would use this part but will not offer the part on it's own for people with a broken one. Because it's probably more profitable to sell an entire pump rather than individual parts..

About 11 months ago I purchased a Polaris Pool Pump (BP4-60) that worked perfectly and was very quite. This year when I turned it on, it now makes an ear piercing loud screech noise and is not working properly. I contacted the manufacture about the One Year warranty but their offices are closed and no one is answering their phones and emails go unanswered. I paid $264 (+ *** tax) for the pump and would like to have it replaced. I can arrange for the de-installation/installation but would like a replacement sent to me as this should not have happen, especially when it is still under warranty. Was purchased through Amazon but Amazon directs all warranty claims to manufactures.

In ground swimming pool heater model ***, serial number *** has had nothing but problems since installed resulting in it not operating nearly every time we tried to start it. Each occurrence required us to have our pool company (Swimming Pools by Jack A) dispatch a service technician resulting a service call expense. The technicians who worked on this unit said it is notoriously unreliable and in essence is a $5,000 piece of junk. I had to replace this unit after it being installed for less than four years at a cost to $3,968.26 (not including service call costs). I contacted the CEO (Mr. Bruce *** and received an offer of $1,800 to settle; I rejected that offer as it did not make me whole given how I had been damaged by an obviously defectively designed product.

I purchased the Zodiac MX6 from Pinch-A-*** on July 26th. The folks there told me that it was approved for both in-ground and above ground pools. My husband and I work long hours and didn't have the time to dedicate to manual clean-up. We do not have any trees in the general vicinity so it was kept quite clean. We were dropping in the Zodiac every other week or once a week if we were using it. It has been approximately 29 days since we purchased the product, and we only came to see that scratched the bottom of our liner and raised the liner seam recently when the pool started losing water. We called our original installer, and he pointed out the scratches as well as two leaks at the bottom sides of the pool (keep in mind our pool is round). He advised us to stop using the Zodiac, and it was more than likely that it was the cause of our issues --the scratches and raised seam.

Our almost new Polaris *** Sport Robotic Pool Cleaner stopped working while under warranty. I called Zodiac and I was instructed to take it to *** Store for the repair and it would be covered with the warranty. I brought it into *** on May 2 and they told me that the parts were on backorder as per Zodiac, and it would be 2 weeks until they received them. I waited 2 weeks and was contacted by *** that the parts were still on backorder. I called Zodiac and a supervisor contacted shipping and was told that 1 part would be in in June, and the other in July. That leaves me with no cleaner for most of the summer. I asked for a new unit since this is unacceptable and he told me there's no way that he will do that. I expect better service from a company that I paid $1000 for their product less than a year ago. They need to either provide the parts sooner or provide me with a new unit.

I purchased a Zodiac MX8 Elite pool cleaning system approximately 3-4 years ago. The purchase price was approximately $550. I registered it with Zodiac a short time after purchase.Since the original purchase, I have had to replace the treads, the scrubbers (4x), the regulator valve (side clip broke off), both the side A direction control and the side B direction control drive units, and the impeller. All told, more than $175 worth of parts. Recently the hose broke, causing my pump to run dry, permanently damaging it. Unwilling to throw good money after bad, I contacted Zodiac in March, asking them for assistance, on the hose only; not the pump. They were not willing to assist.I keep this unit stored in a cool garage. I use it 1-3 times during the season, and do NOT leave it in the pool. I rinse it after use, let it air dry, and then store it.The poor quality of these parts are apparent in their extremely short lifespan and, Zodiac should recognize this.

Hello, I purchased a Polaris booster pump PB4-60 June 4 and it has stopped working. I contacted the company to get warranty service, they referred to the one and only service center in ***, *** and they will not return my calls after the office administrator assured me he would. So I contacted Polaris/Fluidra again to no avail. This product is under warranty and they have thus far refused to assist me. This has been going on for three weeks and I am no closer to resolving this issue than when I started. Below are a couple of the emails that I sent them. I have also attached my invoice for the pump. Thank you.From: *** To: *** Sent: Monday, October 11, 03:17:53 PM EDT Subject: Pool Pump Hello I have been calling your company for almost 3 weeks trying to get warranty service and cant seem to get any help. When I call, it starts out saying, your wait time is 38 minutes, 41, 44, 57, 69, and s

The company's Jandy Lights were installed in my new pool construction less than two years ago. Around three months later 3 out of 5 lights burned out. They replaced all 5 as the old model was discontinued. Around one year after the replacements, 4 out of 5 of the replacement lights are now burned out. The company has agreed to replace them but will not extend the 3 year warranty which only runs from time of initial install. I have requested that the warranty be extended as I have had a 70% failure rate in less than 2 years with two sets of lights that were not older than a year or so each. At this rate I am going to have to replace several more lights, likely on more than one occasion before the warranty even expires in a year. Given the time and aggravation I have already incurred as a result of their defective products, I am not willing to run the risk that these lights need to be replaced every few months following warranty expiration. It is my understanding that these LED lights should last years not months. When my initial request for warranty extension went unanswered, I requested, in writing, on more than one occasion to speak with a manager or someone that could explain to me why their product keeps failing and why they expect me to incur the cost and loss of time to replace over a thousand dollars of lights every year. The company stopped communicating via email once I pushed them on the issue. I believe I have been defrauded through the sale of a defective product and inadequate warranty service.

The company install $4000 Jandy pool heater on May 3. The company who installed heater was suppose to have representative to install gas lines also. The representative was not able to do so we had to wait on gas company to install the pool gas lines. After the gas lines were installed which was on Sept. 8 2020 the pool heater was still non functioning. We have now been going back and forth weekly between Jandy and Clear Water Pools to have the issue resolved. After several calls and visits to the home it was stated that the UNUSED pool heater was damaged due to imbalanced chemicals. The water was tested after several calls and after the pool pump was just installed which mean that the water was not running through the filter. The water WAS NOT tested prior to the installation of the pool heater which other pool companies stated it should have been. We also Never received any pamphlets, instructional information, verbal information regarding the operation of the pool heater. When the heater was installed we asked how to work the heater and was instructed that once the gas lines were installed that someone from company would come out and give us instructional information. Now Jandy ha sent email that the system can fail is no gas is going to unit. Clear water was well aware that no gas was going into the unit. As a customer I would have not allowed the unit to be installed if we were aware that they were unable to have gas lines installed. We currently have a $4000 piece of equipment sitting in our back yard that could not be used.

I have a Polaris *** Sport Robotic Cleaner that is no longer working. The unit was purchased on 12/17 from Pinch-a-*** for $1068.93 and is currently under warranty from Polaris. When I put it in the water and push the start button on the console it begins to flash the warning indicator and the robotic cleaner in the water does not move or do anything. I have contacted Polaris phone support and they recommended that I take it to ANY Pinch-a-*** for service. I have taken it to multiple Pinch-a-Pennys and contacted many more by phone that are near me. None of them are able to service or fix it. Most of them have never worked on one and are not sure what is wrong with it. Others have indicated that they need a $500 Polaris box to provide service and they do not have it and Polaris has not provided it to them so they cannot work on them. I recently just picked it up from another store that on Polaris's website indicates is a warranty center for robotic cleaners but they cannot fix it. They think it could be the cable but they do not know for sure because they have never worked on them before. They recommended that I reach out to Polaris since they do not know anyone in the area that *** be able to fix it and it is still under warranty. I have been trying to get it fixed for over two months now and have spent way too many hours trying to get it fixed. Polaris support tells me to keep trying more stores and eventually I will find someone that can fix it since most stores have the diagnostic equipment but they cannot tell which stores do have diagnostic equipment. I have tried a dozen stores and they either tell me they don't have the equipment to work on it or to bring it in and they will take a look. The ones that I take it into to take a look usually call me back days later saying they can't fix it b/c they do not have the proper equipment to test it.