FibropoolReviews on record for fibropool.com

Sent my pool heater for repairs, Fed ex dropped it and bent frame. Filled out all the paperwork from Matt, No help from anyone. No return call, no response, Just hold onto everything. I reversed charges on CC. And still no response. Very bad company to deal with. May just buy a different company product or sue them. Poor customer relations.

I purchased an FH235-i directly from FibroPool after several friendly and reassuring telephone conversations with Yavuz, who identified himself as the company founder. Unfortunately, the unit that arrived was unacceptable. The cabinet was cracked/deformed around an improperly seated screw, and the shipment contained no accessory package, no advertised 1.5-inch fittings, no condensation fittings and no paperwork/manual. There were also significant specification questions. The FH235-i was being marketed at approximately 35,000 BTU, while the nameplate on the actual unit I received stated 24,000 BTU, COP 4.90 and 10.8 GPM rated water flow. I asked for technical documentation explaining these differences before paying an electrician to install the unit, but I never received a satisfactory written explanation. What disappointed me even more was how the communication changed after I reported the damaged and incomplete shipment. Before the sale, communication with Yavuz was friendly and responsive. After the problem arose, responses became much harder to obtain, including promised electrical-installation information that never arrived. By Monday evening I still had the damaged ~$1,500 unit, no return label, no refund and had not heard back that day. I contacted Chase because I wanted to make sure I was financially protected if the return/refund became a problem. I did not understand that this would become a formal chargeback dispute. Despite all of this, I was still acting in good faith toward FibroPool. I ordered another FH235-i through Amazon before receiving the refund for the first unit and before the damaged unit had even completed its return. FibroPool then cancelled that Amazon order. I was subsequently told that because I had initiated a credit-card dispute, FibroPool would refuse to accept or fulfill any future order from me. FibroPool ultimately issued the full refund, and once that refund posted Chase confirmed that the dispute was resolved. I understand that merchants take chargebacks seriously. But under these circumstances I found FibroPool's response disproportionate and unprofessional. The original problem was created by FibroPool shipping me a damaged and incomplete product, and my contact with Chase was simply an attempt to protect myself while I was still waiting for a return label and refund. The most telling part for me is that I trusted FibroPool enough to order a second heater before I had even received my money back for the first one. Instead of recognizing that good faith and simply completing the refund, asking me to close the dispute and allowing the replacement purchase to proceed, FibroPool permanently refused my business. I was very disappointed both with the condition of the product I received and with how the company handled the problem afterward.

1500.00 heater arrived in a deplorable busted up, taped up box. Big red letters say “Handle with Care”. I refused product and had to go the long route for refund. Delivery by FedEx ground does not handle with care, cheaper delivery cost to company (FibroPool). That’s why it’s mandatory to pay the up charge for insurance. Customer service, Matt, was inept, stating “the product probably would have been okay”. Who in their right mind would take that chance since it has to be professionally installed and then what… hope it works? I reordered same heater from Amazon! Delivery was FedEx freight, perfect condition on a secure wood base and pallet. No upcharge for delivery. Wish I could attach pictures.

Product showed up in a busted box, some screws missing, a smashed electrical plug, and a water flow valve that didn’t work. I wanted to send it back immediately. Customer service talked me into trying to remedy the issue on site. Sent the replacement water flow valve. Installed it. Product didn’t work. Went back and forth with customer service until we are now past the 30 day mark. After 30 days there is no refund. So I bought a new heat pump, it never worked, and now they are telling me that even though I asked to send it back within the 30 day window, because it’s past that window now there is no remedy for my situation. Here is my take-a-way. If you get it and it plugs in and works, then great. But I felt like they kept getting me to try something else to push me past the 30 day window so that they wouldn’t have to take the product back. I am very disappointed with the product, the customer service, their expertise in solving the problem, and the company overall. I would definitely recommend for you to choose any other pool heat pump instead of this company.

This company has the best customer service of any pool supplier I have ever worked with—and I have worked with quite a few—having owned 3 separate homes with pools (that I maintain myself) over the last 15 years. I received a part that looks to be well-made but was damaged. I sent pictures to the company and Matt immediately sent a replacement. Just a good company doing what is right. They will get all my business from now on.

⭐⭐⭐⭐⭐ I can’t say enough about the incredible customer service at Fibropool! From the moment I reached out, their team was friendly, knowledgeable, and genuinely eager to help. They went above and beyond to answer my questions quickly and made sure I had exactly what I needed. Communication was clear, prompt, and professional, and they resolved my issue faster than I expected. In today’s world, finding a company that still values customers like this is rare, and Fibropool has definitely earned my loyalty. Highly recommend!

Bought the pump nov 2024 quit working last week. Contact the company they send out a refurbished one the next day with a return shipping label to return the old pump. Superb customer services ill definitely buy again from this company.

Brennon was fabulous with customer service! I have not had such a great experience with any company in a very long time! As happy as I am with the heater, I am even happier to know that the company stands behind its product and offers exceptional customer service.