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Fluidra North America
- Carlsbad, CA
About this business
I bought a Polaris Alpha IQ+ April 2023 from Pinch-a-***** and I started having problems with it October 2023. I was receiving Error Code 11. I sent an email to the fluidra customer support after attempting to call in for support while sitting on the phone for more than 1 hr. I never received a response to my email. Then I sent a second email on Dec 17 2023, and still no response. I tried calling again, and this time I chose the option to be called back when someone would be available to talk to me. No one called back. Now, ... read more
Business response:
We are very sorry for your frustrating experience, ****. We sent you an email from ***************************************** so we can continue the conversation and get you the support you deserve.Thank you,Your Polaris Team
This is the worst pool company i have been dealing with. I have been using their product for almost 30 years. Recently the model 280 stopped working correctly, so I purchased the product Polaris pool sweeper Vac-Sweep 360 on 09/15/23) through Amazon the provider's name is The Swim Pool Supplies. I have pool guy installed it for me ( I am blind) and the sweeper never works correctly. We let the sweeper run for couple months to see it will get better and my pool never gets clear. So I contact The Swim Pool Supplies and they to... read more
Business response:
Hi ***,We are sorry to hear you purchased a cleaner that doesn't work with your pool setup. Your cleaner is under warranty, which covers parts and repair work that your cleaner might require. We are the manufacturer of the cleaner and not the retailer you purchased it from, so we aren't able to handle returns or exchanges. We recommend contacting The Swim Pool Supplies to inquire about an exchange since you purchased the cleaner from them. If you have any further questions, please email us at ********************************... read more
This is the absolute worst company in the pool equipment business In less than 2 years, virtually every Jandy component of my pool system has failed.It takes weeks to get replacement parts under their warranty.Most recently, my pool heater experienced catastrophic failure.***** never even looked at the heater, and has refused to honor the warranty.This equipment is a piece of junk Avoid them like the plague.
Business response:
Dear ******************, Thank you for reaching out multiple times about your experience with us and the challenges with your heater. At this time we are connecting with your pool professional, we have emailed you directly as well. We appreciate your continued patience as we work to make this right.
Bogus warranty. Directed us to local pool store and no supplies to fix a wheel for months. Do not purchase a product and expect any support here.
Business response:
We are so sorry you had a bad experience with the warranty support, *****. We want to help! Please email us at ***************************************** and provide us with the type of cleaner you have, your address, and date of purchase so we can look up your account and further assist.Thank you,Your Fluidra Team
I purchased a Polaris Booster Pump on 3/25/2023 and the pump stopped working on 10/1/2023. The product has a 1 year warranty but this company will never answer their phone. I have tried emailing, calling, and leaving my number on an automated call. I am out of $380.00 for a pump that only lasted a few months.
Business response:
We are so sorry you had a hard time reaching us, *****. We understand your frustration and want to help. We recommend reaching out to a local warranty center for help with your pump. You can find a local center using our dealer locator - **********************************************. They will be able to help diagnose the issue and assist with a warranty claim. If you have any questions or need further assistance, please email us at *********************************************** you,Your Polaris Team
Fluidra used to be responsive.....not anymore. Sent the following email several times over the past month with no response. They also never answer phone calls:About 5 years ago I converted all of my pool equipment from ******* 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 ****** gallon pool. Rumor has it youre coming out ... read more
Business response:
Hi *******, We appreciate the transition of your pool pad from ******* to Jandy and we are so glad to hear you are satisfied with our products! I understand that your email inquiry has been answered by ********. He shared that we do not have an ETA on the product rumored to be coming out. We want to add some information, however, that you can discuss with your pool professional. Typically, if the volume of pool water is more than one cell can handle, people install two cells and two power centers. We are not sure which speci... read more
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 conce... read more
Business response:
Hi *****, Thank you for reaching out. We had one of our technicians connect with you and we understand that Spectrum Wi-Fi is not reaching your antenna. If Spectrum is not able to resolve your internet issue, or if something else comes up, please call us again at **************. We do want to support you and make sure your equipment is running properly so that you can enjoy your pool. You can also contact your pool professional and ask them to help you adjust your pool equipment setup if connected devices do not suit your ne... read more
Frequently asked questions about Fluidra North America
How is Fluidra North America rated?
Fluidra North America has a 3.5 star rating with 271 reviews.
When is Fluidra North America open?
Fluidra North America is closed now. It will open tomorrow at 8:00 a.m.