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Do not buy from this company!
Terrible service with a so called 7 year warranty, purchased in 2019 a Eco Chlor RJ20 salt water Chlorinator who Tropical Pool Store says is working correctly after having sent photos and videos. Our local pool store has a very different option which reflects our monthly pool sample. After several phone calls and emails, I was told that because it’s over 12 months old, I had to send it to the manufacturer at my own expense. This problem has been happening not long after we purchased it. The cells constantly calcified up and need to be cleaned...every couple of months (something else that shouldn’t be happening). Very poor service and they will just keep fobbing you off blaming poor water quality and what ever else they can think of. I will never buy from them again and I’ll be telling who ever I know the same.
DO NOT BUY FROM THEM!
I purchased an Autochlor RP25chlorinator cell May 2020 supposedly with 6 year warranty. Turns out I was scammed like everybody else on these reviews. The cell stopped working after 18 months and under my warranty the cell was sent to CompuPool for repair or replacement. After finally agreeing that they would replace the cell and my pool chlorinator being out of action for 3 weeks (and after excessive pool company callout fees) they wanted to charge me a further $317 for a new cell. Apparently as I was rudely told 'if I took the time to read the...warranty' that they would only replace at a pro-rata amount at current RRP which they advise is now $588! - the exact RP25 cell is for sale at Tropical Pool Store for $269 inc. of 6 year Warranty....so they want me to pay more than I actually paid for it or it is now worth - absolute joke! Tried to call Tropical Pool Store who were rude and very unhelpful to offer assistance in this matter.
DO NOT USE THIS COMPANY. Nothing but problems from word go!
My chlorinator died over 12 months ago. I purchased a retro fit chlorinator and cell unit to use with my current set up. When arrived, the cell did not fit my current housing with water pouring out everywhere. I called and told them of the problem and their reply was that never happens!!?? So I had to purchase a new housing, and it still didn't fit (in fact it was bigger than my old one). Once I sourced and replaced the supplied O ring for a bigger one, the cell attachments then over heated when set to produce chlorine. I took it to a chlorinat...or repair shop who test it and found the cell and chlorinator to be incompatible. *They test it using my water and their water and found the same result. Tropical are refusing to supply a refund based on a high salt content, which is not factual. I've had nothing but problems with this company since word go. Now I have a $400 chlorinator I can't use, am out of pocket an additional $85 for a cell housing I didn't need, and another $160 to repair my old chlorinator. Unprofessional, sub par service and products. DO NOT USE THEM AT ANY COST!
Avoid At All Costs - Pay Double Elsewhere If You Have To
I bought an autochlor rp35t on 4 september 2021. It said it had a 5 year warranty, replacement in the first 2 years. It arrived on 8 september 2021. I installed it the same day. Cell didn't work, timer came on but didn't go off, chlorinator gauge didn't work. Called tropical pool store. The rude arrogant guy immediately told me you broke it by putting in too much salt. Wouldn't help at all. I had to contact the manufacturer, compupool at nerang. They were just as back. Do not support these crooks.
Simple order cancellation incurs restocking fee
Ordered then cancelled within less than 20min. Took 10days to see the refund in PayPal after two contacts. They charged 20% restocking fee even though there was no S&H involved. Talked over the phone and heard cancellation is not free and I must cover the labor and 3rd party cost involved for the cancellation. Will never look again this store
So glad I looked
My old Salt Water Chlorinator (Clearwater C170TLS) died over the weekend. Got online for replacement and saw Tropical had advertised, on sale at $649 retro fit self cleaning unit (Titanium Edition). Send e-mail off asking some questions, did not hear back, rang them and told e-mail "did not come thru". Had a chat about my Q's. Chap was ok bit brisk but figured busy. Was just about to do order for the replacement retro fit unit when I saw these comments...as such will not be ordering from them but going to local pool store for expert opinion on best option. So big thanks to all others who took time to report / vent etc.
Tropical Pool Store are terrible
Don’t buy from Tropical Pool Store.The worst customer service. Bought a salt water cell and it lasted 6 months. Contacted this store for warranty claim and it took 5 months to replace. They returned my item today without any information or follow up. Not sure if it’s fixed or not. They take 2 weeks minimum to reply to emails and are rude and dismissive. They tried to blame for the cell breaking. I had to provide heaps of proof to say I had maintained my pool.Don’t buy from here. I never will again. Products arrive quickly but after that it goes down hill.
Beware outrageous refund policy!
I ordered a $749 pool chlorinator online.
In an online chat prior to purchasing, I was advised it would be picked up by courier between 4-5pm that afternoon. I needed the item urgently so there was a lot of conversation about how I could get it quickly.
When I realised that it had not been picked up by 10am the following day, I asked to cancel to order and get a refund.
The person, who I suspect is the owner, kept pointing me to the refund policy page without telling me why.
Short story is they deduct a 20% restocking fee - that's $150 - for cancelling the order when the order had not even been dispatched!
Prompt repair by manufacturer
I bought a Compuchlor unit in November and had an issue right from the start. I then saw reviews on line and was very skeptical as to whether I would be helped or not and decided to contact the factory.
I dropped off the unit at the factory, and was pleasantly surprised to receive a shipping notice the same day! The unit arrived at my home a day later and has worked properly ever since.
Dont use them
They sent wrong chlorinator, sent them proof that its not what I asked for and 'I can return at my cost & they will deduct restocking fee and refund the balance
Stay well clear of these guys
Bought a new chlorinator from these guys less then 10 months ago, cell burnt out on the 10th month and the 5year warranty they gave me was rejected because my salt level was to high but a professional swim mart pool guys looks after the pool and makes sure the balance is always on point go figure. I should have listened to the reviews before buying you cheap junk that dose not last, even the wiring was dodge when I received it, stay clear of these guys they will rip you off big time. Don't say I didn't worn you.
I had a issue with a cell I from received from Tropical pool store and was told to return it, after a period of time I received a new unopened cell and cell holder which I informed them that I now didn't need as I had another firm sort my pool problems out. I was sent a return form to return the cell and cell holder and receive a refund this of course never happened instead they sent back the cell and holder I sent back for warranty saying its working properly if that was the case I back in the first would never have sent it in the first place never again
Pipe attachment was broken on delivery. I could not get a seal had source a bigger O ring. Still no reply to email .
I use my pool regularly for exercise and for the grandkids to cool off during the hotter months. Unfortunately it broke during these times and suffered with grumpy hot grandkids.
Ordered universal time and came with clip joining positive to negative !!!! Not needed for this purpose and caused a fuse short several times until taken out, told by these jokers that i need an electrician for 4 simple connectors that you can do with a pair of pliers come on worst reviews EVER i have seen on line DO THINK TWICE ABOUT buying anything from Tropical Pool Supplies as you may regret it. Timer working now will see if lasts past warranty period of 1 year (hope so)
I join the warnings to not deal with this company
Spent $1,500 fixing damage caused by two faulty chlorinators. Equipment is not fit for purpose. I broke a rule not checking reviews first. A vague invoice description was a clue.
Questions & Answers
I have a Titanium Edition Ti2000 6 months old and have noticed it runs very hot, I cannot put my hand on the casing underneath. It seems quite dangerous. Is this normal?
I don't believe so. In our case we have similar situation and it causes the unit to shut down. to remedy this problem we have to run the unit for 1.5 hours then turn off for 3 minutes to cool and run it again for another 1,5 hours.
Tropical pools store refuses to respond to this problem and the manufacturer is no better. we are planning to go to consumer affairs and happy to include others with similar problems. Please let me know.
I purchased a chlorinator cell PEC-MGP-20 in November, and notice already the accumulation of calcium on the plates. I thought this type of cell was a self cleaning one, so assumed with the reverse polarity this calcium buildup wouldn't happen.
Not sure as mine is not a self cleaning cell, but, i think if you read your manual even self cleaning cells have to be cleaned occasionally
Thanks Raymond, yeah thought as much, didn't think it would be that easy.
Hi Kubar, you should be able to tell if its self cleaning by looking at the chlorinator unit on the wall for something like "reverse polarity", your cell should have also said something like this on the receipt such as RP. If it is indeed a reverse polarity cell, it should not require cleaning, especially 6 months after installation. Send it back.! :)
I purchase a chlorine generator and the shipping address is wrong invoice # 685951067765.1 can someone tell me if the right address 2130 rosie ln snellville ga 30078 is being used I hand been trying for almost 3 days to get info from your company
I recently purchased a salt water chlorinator from Tropical Pools in Queensland, Australia. I don't know if they are the same company. The chlorinator was advertised as an Aqua Joy however the one they sent was not an Aqua Joy which I discovered when I contacted Joy Pools who make the Aqua Joy. I tried to contact Tropical Pools with their telephone number on the website however they do not answer, and do not reply to messages. I also attempted to contact them by email, and again they do not reply. Also I have read numerous reviews complaining about the same lack of response from this business. I wish I had read the reviews before purchasing. I wouldn't purchase anything from them in future.
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