White Glove Pool Installation

The consumer Paid and has a receipt for a Leak Check service to determine where the leak was in his pool [redacted] did not pay us for a Find and Fix service which is $plus taxto determine where a leak is and patch up to leaking areasWe performed the service on 6/*/as scheduled by [redacted] and [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] we were never advised that any additional money was required to fix the leaks why would we paid a company $just to find leaks and then have to pay someone else to fix themwhen the leak finder came to our home we asked why he didn't fix the leaks and his answer was he is the only person doing the job and they don't fix leaks anymore he never said it will cost additional money to fix the leaks because we would have paid the additional money rather than having to call another company to find and fix the leaks In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

In reference to the above complaintWe are not aware of any issues with the winter coverWe replaced the liner and not heard from the consumer from that pointWe did not close the swimming pool order apply the winter coverWe can as a courtesy will increase the offer to 60% off a replacement liner but it does not include not cover the cost of labor or installationThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] We are being offered percent That is not acceptable We expect full refund The winter cover that we purchased from Island Recreational twice ripped our pool liner It ripped our original pool liner when we first purchased their winter cover When we replaced the original pool liner, and again our new liner which was instilled by Island Recreational ripped a again They did not tell us that ice damage was not covered under their warranty We also do not believe our damage was caused by ice We never had ice damage before We never had any damage before we bought Island Rectreational's products We followed the maintenance guidelines which was on the back of our receipt We have never had a problem like this Our original line lasted for sixteen years Our first problem came when we purchased Island Recreational's pool coverIsland Recreational's response of not hearing from us since is a mistake Our first complaint to Island Recreational was in person on March [redacted] of We made a second complaint on March [redacted] of Our last complaint was on April [redacted] We spoke to a [redacted] in the [redacted] Island Recreational location We were even told by [redacted] that they had a few complaints about their pool cover It was on this date that they offered us percent off with installation of dollarsAs a consumer, I am very upset with this situation I am seeking a refund, but willing to listen to better offers In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We as a courtesy will issue a replacement liner to appease this situation but it does not include nor cover labor or installation costThe order number for the free liner is [redacted] and can be picked up immediately from our [redacted] retail locationThey are located at [redacted] The liner can be picked up during their business hoursThis is a free replacement in the interest of good customer service onlyThank you

Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
MY PROBLEM HAS BEEN RESOLVED
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
/>
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that
my complaint has NOT been resolved because: My pool is destroyed and there is no way to put a liner in a pool that is only half standing and twisted and bentI have tried to post a picture of how twisted it is, but I keep getting an errorOn Sunday I told them this was going to happen, but they don't carry this liner in the storeI really wish to speak to *** *** *** *** * ***I use to own my own business and I know he would resolve thisI am disabled and unable to try and fix this pool by myselfI was also told that even if we can get the pool itself bent back in place where it is creased it will rust and rot the liner in 1-yearsThis came from another pool company I called yesterday and another today told me the same thingPlease let them know I am not going awayThis is no way to run a company and to be told no one knows how to get a hold of the owner makes me wonder what they are hiding!!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I faxe4d over a copy of the receipt that I was givenno where does it state that they won't fix the leaksam I to ASSUME that I bought a leak finder and not expect it to be fixedwhat game are they playingno wonder they can't keep their helpeven the pool people that closed our pool didn't know what they were doing and my husband had to help thembut that is not the issue./ my issue that no where was I told that they wioll not be fixing the leaks
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The consumer Paid and has a receipt for a Leak Check service to determine where the leak was in his pool. [redacted] did not pay us for a Find and Fix service which is $219.99 plus tax. to determine where a leak is and patch up to 5 leaking areas. We performed the service on 6/*/15 as scheduled...

by [redacted] and [redacted].

In reference to the above complaint. We are not aware of any issues with the winter cover. We replaced the liner 6/**/2014 and not heard from the consumer from that point. We did not close the swimming pool order apply the winter cover. We can as a courtesy will increase the offer to 60% off a...

replacement liner but it does not include not cover the cost of labor or installation. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]  We are being offered 60 percent.  That is not acceptable.  We expect full refund.  The winter cover that we purchased from Island Recreational twice ripped our pool liner.  It ripped our original pool liner when we first purchased their winter cover.  When we replaced the original pool liner, and again our new liner which was instilled by Island Recreational ripped a again.  They did not tell us that ice damage was not covered under their warranty.  We also do not believe our damage was caused by ice.  We never had ice damage before.  We never had any damage before we bought Island Rectreational's products.  We followed the maintenance guidelines which was on the back of our receipt.  We have never had a problem like this.  Our original line lasted for sixteen years.  Our first problem came when we purchased Island Recreational's pool cover.
Island Recreational's response of not hearing from us since 6/**/2014 is a mistake.  Our first complaint to Island Recreational was in person on March [redacted] of 2015.  We made a second complaint on March [redacted] of 2015.  Our last complaint was on April [redacted] 2015.  We spoke to a [redacted] in the [redacted] Island Recreational location.  We were even told by [redacted] that they had a few complaints about their pool cover.  It was on this date that they offered us 50 percent off with installation of 185 dollars.
As a consumer, I am very upset with this situation.  I am seeking a refund, but willing to listen to better offers.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Tell us why here...the customer can pick up order 1[redacted]. it is for the requested HY SP710XR5 valve.it is in stock in our [redacted] location.Since this is what the customer requested we feel the matter is closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] we were never advised that any additional  money was required to fix the leaks.  why would we paid a company $130.34 just to find leaks and then have to pay someone else to fix them. when the leak finder came to our home we asked why he didn't fix  the leaks and his answer was he is the only person doing the job and they don't fix leaks anymore.  he never said it will cost additional money to fix the leaks because we would have paid the additional money rather than having to call another company to find and fix the leaks.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Attached is the actual paperwork from purchase it explains in detail about the "Leak Trac 2200" service and even states in bullet# 6 that is you not planning to be home during this procedure our technicians will mark your pool ledge. We do not provide any patching nor mention patching since it is not part of the service.

The [redacted] NY [redacted] has spoken to [redacted] and has offered a Free replacement liner as a courtesy.

[redacted] is responsible to secure her structure when replacing or performing her own installation work like any professional installer. The pool can only collapse if it is not installed properly or not re-assembled properly. [redacted] has provided photos of the pool missing the topledges etc... [redacted] has been dealing with the [redacted] of our [redacted] location [redacted] whom has offered a $400 price break off a replacement pool as a courtesy for her issues and a free replacement liner.

We as a courtesy will issue a replacement liner to appease this situation but it does not include nor cover  labor or installation cost. The order number for the free liner is [redacted] and can be picked up immediately from our [redacted] retail location. They are located at [redacted] . The liner can be picked up during their normal business hours. This is a free replacement in the interest of good customer service only. Thank you

Review: On 09/**/13 I purchased a winter cover for my pool from Island Recreational, installed on 9/**/13, I paid $270.47 ,5 months later on Feb 2014 my original pool liner ripped apart. I then purchased a new liner on 5/**/14 from island rec, at a cost $599.99 which included install. come Feb 2015 we noticed the new pool liner ripped again in the same exact spot as the original liner. we complained to the store where the items where purchased, we asked for a replacement, they offered me two options #1 they would sell us a new pool liner at half price and we would have to pay for the install at a cost of $185. #2 or they would charge us $400.00 with free install. I feel neither option is acceptable. Note: The winter cover is the cause of both of the liners being damage. We request that both items be replace at no cost to me and they should honor there warrantyDesired Settlement: We want the product replaced at no cost to us.

Business

Response:

In reference to the above complaint. We are not aware of any issues with the winter cover. We replaced the liner 6/**/2014 and not heard from the consumer from that point. We did not close the swimming pool order apply the winter cover. We can as a courtesy will increase the offer to 60% off a replacement liner but it does not include not cover the cost of labor or installation. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] We are being offered 60 percent. That is not acceptable. We expect full refund. The winter cover that we purchased from Island Recreational twice ripped our pool liner. It ripped our original pool liner when we first purchased their winter cover. When we replaced the original pool liner, and again our new liner which was instilled by Island Recreational ripped a again. They did not tell us that ice damage was not covered under their warranty. We also do not believe our damage was caused by ice. We never had ice damage before. We never had any damage before we bought Island Rectreational's products. We followed the maintenance guidelines which was on the back of our receipt. We have never had a problem like this. Our original line lasted for sixteen years. Our first problem came when we purchased Island Recreational's pool cover.Island Recreational's response of not hearing from us since 6/**/2014 is a mistake. Our first complaint to Island Recreational was in person on March [redacted] of 2015. We made a second complaint on March [redacted] of 2015. Our last complaint was on April [redacted] 2015. We spoke to a [redacted] in the [redacted] Island Recreational location. We were even told by [redacted] that they had a few complaints about their pool cover. It was on this date that they offered us 50 percent off with installation of 185 dollars.As a consumer, I am very upset with this situation. I am seeking a refund, but willing to listen to better offers.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We as a courtesy will issue a replacement liner to appease this situation but it does not include nor cover labor or installation cost. The order number for the free liner is [redacted] and can be picked up immediately from our [redacted] retail location. They are located at [redacted] . The liner can be picked up during their normal business hours. This is a free replacement in the interest of good customer service only. Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,