Fluidra North America

Terrie Self

Spent a LOT of money on a Polaris pool cleaner. Thought we were buying the top of the line. It worked great for about 1.5 summers before it broke at the beginning of this pool season. We have waited almost 2 months for it to be repaired and are still waiting. It is supposed to be under warranty but we have not even been able to enjoy our pool this summer. Have sent multiple emails to the company with zero response on their part. Will never buy this brand again.

Kent Galloway

I am currently waiting for customer service. Yesterday I had them save my number to hold my place in line. It took 4 hours. Since it exceeded the 154 minutes their recording said it would take, I was no longer by my phone and I missed my call. Today I'm waiting through the place in line. My wait time has gone from 81 minutes down the 3 minutes and back up to 87 minutes. They clearly do not save your place in line. I just want to know what Pool PDA I can buy to replace my Jandy 8265 PDA. What a run around. I hope I never have to call them again.

Sarah Smith

I have been trying to get a Polaris product that is under a 2 year warranty (still has one year left on the warranty) approved for a repair since July 13. My first two emails (to two different email addresses) on July 13 and July 15 went unanswered. My third email on July 20 to a third email address was forwarded on to yet another email address that responded to me that day asking for information. I responded to that email with the information requested and I received an automatic response email that said I would receive a response within the next 48 to 72 hours. I should have heard back by the 23rd at the latest, but it is now over a week later and I have not heard anything. I have also tried to call the office number that was supplied in the out of office email and the wait times have always been over one hour long. I have left call back numbers and have not received a call back yet. To say this is frustrating is putting it mildly. This lack of customer service will severely impact my decision to purchase any other products that this company manages. I definitely would not recommend. If I do get a response I may change my mind, but it's going to be a hard sell. Update 12:22pm 7/29: Thank you to Fluidra North America for the quick response. It would be helpful if you direct your employees to give this information to customers without having to go through as much effort and frustration as I have during this process. Update 7:57pm 9/30: My Polaris pool cleaner has been at an authorized repair center for nearly 2 months waiting on parts that Fluidra is not supplying despite being ordered multiple times by the authorized repair center. How exactly do I get my cleaner repaired or get my money back on the product that has been useless all summer long!? This is yet again unacceptable. Fluidra clearly does not care about its customers once they have your money. Would give negative stars at this point.

Steve Moore

We bought a gas pool heater that was a lemon, they strung us along, sending parts for a year so the warranty expired. They wouldn't cover the warranty even though we had evidence that the unit began to fail after a few month of installation. Use caution when purchasing from this company.