American Sale Corp Office

Hello,We contacted our spa service team and store team immediately to report Mr [redacted] complaint and assist in a resolve The teams informed us they left a phone message on 12/and again today, as well as sent an email 12/to connect regarding the hot tub service we performed on 10/25/17, which included buffing out the scratch/damages Mr [redacted] reported Service order notes indicate that upon service completion the shell of the hot tub is smooth and damage is barely visible We would like to confirm with Mr [redacted] that he is satisfied with our service performed and our store team would then like to apply a credit as promisedOur goal is to ensure Mr [redacted] is enjoying his hot tub and that we have met his level of service expectations

Initial Business Response / [redacted] (1000, 5, 2014/07/07) */ The customer went into the store without a receipt of purchase or the packaging on the item and was usedThe item can not be returned due to no receipt of purhcase (it's a cash and carry item and recipt is required)and no packagingThe issue must be handled through the manufacture, the store manager printed out step by step for the process (about a minute process to complete) for replacement or repair of the itemThe customer refused to accept the resolution and insisted on receiving a refund and that can not be completed and is printed on the receipt at time of purachse, original receipt is requiredAlso, the manufacture deals direct for any warranty matters and not through American Sale, which is also printed on the box itself for this itemAmerican Sale is not issuing a refund or exchange of merchandise and customer needs to follow warranty process which was provided to them at time of conversation in storeThe store manager advised he was not rude or beligernet and the customer refused to accept the return was not being completed

We contacted our sales team involved in this matter and were advised [redacted] will receive a call today, 8/17/

Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ Contact Name and Title: John [redacted] Manager Contact Phone: XXX XXX XXXX Contact Email: [redacted] @americansale.com We have reached out via email to the consumer to identify exactly what needs to be done, to determine a best course of action resolutionWe are waiting for their responseIf we do not hear from them in 2-days, we will attempt to contact them again

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I will say, after repeated attempts from their customer service department, which I requested an email or phone call from management (which I still haven't got)....I'm still extremely disappointed in the way they have handled this Sincerely, [redacted] *** carol stream, il

As mentioned in his original statement, the problems were fixed in 2015, but in we still have themThese conditions were addressed, and reasonably resolved at that time in 2015, prior to this claim, we were unaware of new problemsUpon the efforts to fix the concerns in (and seemingly at that time doing so), there were attempts to collect the $balance dueThose attempts went unansweredAt this time, it seems there may have been enough ground movement and shifting to affect the concrete, which would have resulted in the movement of the stainless steel bars and thus the bonding that would help prevent electrical charges holdingWith the history of non-payment or withheld payment, we again, are happy to offer warranted services (which we will 100% stand behind)We are more than happy to resolve this matter, we want the Saso’s to be happy with their purchase and safeWe will contact them in the next business days to finalize arrangements to repair the items in questionWe will need a written approval to terms, and immediate payment thereafter the repairs

We would like to make sure we can assist our customer and help them enjoy their umbrella Unfortunately, warranties do not cover labor fees, they cover parts and materials needed To avoid labor charges we can ship the piece/s that is needed to our customer so that they can repair the umbrella If they prefer that, please confirm with us and we will start the process

Initial Business Response /* (1000, 5, 2015/05/16) */
Contact Name and Title: *** *** *** Manager
Contact Phone: XXX XXX XXXX
Contact Email: ***@americansale.com
We will contact customer, get new parts ordered, and arrange for new parts to be installed on the gazeboWe will also have
customer sign off that the new parts are satisfactory to ensure the problem doesn't become an ongoing situation again
Initial Consumer Rebuttal /* (2000, 7, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the companyI would like to know how long I may have to wait for the new partsPlus I want to make sure the new parts are the corner pieces PLUS the skylight roofAs stated I have pictures and sign off sheets from the previous installation member notating the above
Final Consumer Response /* (4200, 17, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received one call from the companyMy telephone number I can be reached at is XXX-XXX-XXXXI am home ALL the time as I work from homePlease provide me with a number and person of contact so I can reach you alsoAlso, are the parts in? Summer is almost over - yet again
Final Business Response /* (4000, 19, 2015/07/30) */
Contact Name and Title: *** Van Huis, Manager
Contact Phone: XXX XXX XXXX
Contact Email: ***@americansale.com
One of our Customer Service Representatives spoke with *** *** and requested photos of the components they are requesting be replaced so we can address all the concerns in visitWe are waiting on pictures from the consumer

We have contacted and communicated with our customer to receive updates on the case and report to her with updates from her sales associate. Customer advised they addressed and fixed the drain issue that is stated in the case The manufacturer's liner had a seam failure and an new
liner was ordered as a replacement We advised our customer that the liner was ordered and it shipped on 8/16/17; it is expected to arrive 8/18/We are set to replace the liner and cover our customer's cost of water within a few days of the liner arriving Advised our customer that this is likely going to be Monday (8/21/17) or thereafter At that time, we will also be installing a 2nd LED light and connecting the lighting to a timer featureAlso advised sales associate that we need to provide our customer with things that are outstanding such as the pool paperwork (for warranty and product information) as well as conducting a pool orientationProvided our customer with another direct nuimber to call in case she needs a secondary option for contact

Initial Business Response /* (1000, 5, 2014/08/15) */
Customer first contacted AMS Customer Service on April 11,2014, nothing prior and no service orders or complaints about their pool prior to this dateThe customer was advised on the same day they contacted cst svc and emailed photos of
the issue, this was ice damaged incurred over the winter and the pool caved in due to the weight of the snow and ice that wasn't removed from the winter cover and the liner had torn caused the ice to shift and drop which collapsed their poolThe photos were recviewed and we sent our in house technician to the home, and was not an installer and he confirmed this was from ice damage incurred from the winterThe pool collapsed from the top down, so the weight of the winter cover began the process and then from not releasing it from the pressure and the ice dropping from the liner caused it to continueAmerican Sale submitted the photos to the manufacture regardless of our assessment which in turn the manufacture also confirmed this was caused by weather damage and is not covered under their warranty policyThis is not a manufacture defect and is not warratnied by the manufacture, which the customer is aware as they received a detail letter outlining the costs on each part that required replacement which is as follows:
Part ID-URXXXXX-$25.72/each x = $
Part ID-ARXXX-XXX-R- $48.49/each x = $
Part ID-LCXXXXX- $2.53/each x = $
Part ID-LCXXXXX- $6.93/each x = $
Part ID-LCXXXXX - $.56/each x = $
Part ID-LCXXXXX- $.56/each x = $
Freight charge is $
Total is $
The letter was emailed and directly mailed to the customer by the manufacture and they were advised to file a claim with their homeowvers insurance along with the manufactures letter stating it was caused by weather damage to have their pool replaced under their insuranceAmerican Sale does not warranty or replace weather damaged items no matter what it is or when it was purchased as it's not a defect or a warranty issueThe customer needs all these poarts for replacement and it's on their own accord to cover the costs for replacementCustomer Service was in contact with the custmer the day they contacted us, not for months on end
Initial Consumer Rebuttal /* (3000, 7, 2014/08/28) */
e: Revdex.com Complaint Case# (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
message
***@aol.com
Wed, Aug 27, at 10:PM
To: ***@chicago.Revdex.com.org
Cc: ***@aol.com
REBUTTAL
We do not agree with the response from American Sales
When we originally contacted American Sales in late summer 2013, it was to report that our pool was "sinking" on one sideAt that time we were told someone would get back to usWe left our name and number and expected to hear from someoneA couple months later we called again and we were instructed to contact "Sophie" at the distribution center in Tinley ParkWe contacted her and never received any response from her either
We closed up the pool the same way we always didIn the spring of when all of the snow was gone, we could see the pool had collapsedOnce again we started contacting American Sales...not only because in the fall of and the pool had sunk into the ground on one side...but now because it had collapsedDuring one phone call to the store we spoke to the manager, who I believe was Tom, who told us to just call our insurance company and file a claimI insisted someone come out to look at the pool and finally he told me to call the installersFinally someone from Esparza came out - who charged us $
We have had pools for over yearsWe were NEVER told to brush snow off our poolsIn addition, NONE of our neighbors had a problem with their pools during the winterSeems odd that only OUR pool collapsed, especially since it was not even years oldIt's very convenient that American Sales does not have records of our complaints regarding the pool sinking! If the pool had been properly secured, leveled and installed in the first place - it would not have sunkBecause the pool was not stable and leveled properly at the time of installation - certainly explains why there would be excess snow on one side which caused the sides to collapse
American Sales dropped the ballperiodThey never followed up when the pool was sinkingwhich ultimatelylater caused the excess damage
I've attached a copy of a letter we sent to the Mr.*** *** at customer service of American Sales; along with a picture that shows the pool sinking
The resolution that we would like is for American Sales to replace our pool
Thank you for your time and we will await to hear from you
*** and *** ***
Final Business Response /* (4000, 9, 2014/08/28) */
American Sale did not drop the ball on any matter and as prevously outlined, the customer is aware of what caused the issue from both our assessment and the manufactures as wellThe pool has been installed since 2011, any faulty installation would incur an issue immediately once the water is filledAmerican Sale has provided all necessary information to the homeowner as well as the manufacture dfirectly to the customerAmerican Sale is not covering any costs of the issue incurred by the weather related problemAny issue on their own behalf can be followed up through their homeowners insurance as a suggestion to assist wtih the costs for replacement

Initial Business Response /* (1000, 5, 2015/08/04) */
Contact Name and Title: *** *** *** Manager
Contact Phone: XXX XXX XXXX
Contact Email: ***@americansale.com
We apologize for the pool not being delivered correctly, but that was resolved immediately and you were installed thereafter
Dirt removal is not included in our basic installation, it is an unknown variable, how much digging will be doneThey installers offer services to haul away any excessive dirt, and our installation agreements that the customer signed, states all of thatWhile the installers are more than qualified, we do not guarantee a wrinkle free pool bottom, most times those are "fold wrinkles" caused by the liner being folded up in the box from the manufacturerMost do work their way out, but it is not guaranteedNo issues of divots or sand washouts were documented inside of the their year installation warrantyOnce a pool is installed, and used, there is no guarantee that ground will not shift, settle, or move, which can cause inconsistencies in the pool bottomThis is not covered under warranty as it is mother nature caused, and unavoidableWhile it is not the consumers fault, it is not an element that is covered under any warrantyWe made a more than fair offer to resolve the situation with a $service call fee, when our rate is $We wanted to handle this with our own service team, as the installer who put the pool in, would have charged much moreWater replacement is not covered under ANY warranty, documented clearly on our installation agreement, so best case scenario was to perform the service work at the end of the season when the pool would need water drained at that time anywaysWe have made a good faith offer considering this is not covered under warranty
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
At first no one was trying to work with me on price at all it was not until after I submitted my complaint that I was contacted to do it for $and at that point my husband did make an appointmentI obviously will have to return to American Sales for pool chemicals and such so was not happy to have negative costumer service I appreciate that this was resolved thank you

Complaint: ***
I am rejecting this response because: The warranty was explained to me as years There were no exclusions on the warranty explained by the sales clerk
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
Sincerely,
*** ***

We are happy to address the issues that were fixed and have unfortunately continued to be an issueWe had addressed those concerns, and at that time, and to everyone’s knowledge, the matters were addressed and resolvedThe homeowner still withheld paymentThe ongoing conditions are a part of the
warranty of work provided and we are happy to resolve them once the outstanding payment is paidWe will re-address these warrantable items as soon as the balance is resolved

We are happy to address the issues that were fixed and have unfortunately continued to be an issueWe had addressed those concerns, and at that time, and to everyone’s knowledge, the matters were addressed and resolvedThe homeowner still withheld payment
The ongoing conditions are a part of the warranty of work provided and we are happy to resolve them once the outstanding payment is paidWe will re-address these warrantable items as soon as the balance is resolved

Initial Business Response /* (1000, 5, 2014/08/25) */
The pump has a year manufacture's warranty which has run out as of June The pump is no longer under warranty and American Sale could have inspected the pump for a $fee and if it was not fixable, the $would be refunded and if
it required parts then the $plu whatever parts were neededAmerican Sale is not refunding the cost of the pump as it's out of warranty and used for seasons (2012, 2013, until August 2014)
Initial Consumer Rebuttal /* (3000, 7, 2014/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
American sales needs to do the right thing for the right reasonI have spent a small fortune the past years at this locationA season really consists of only monthsIf you add the months for each of those years it adds to one full yearWhy would American sales continur\e to sell pumps that they know will be returned just after the the warrentyI'm asking for a full refund in the next daysI don't think Amerciacn Sales wants the negative feedback will will share with othersI'm not the only one who has had this issueI will start to gather others who have had the same issues to make a bigger deal out of this.I have all the receipts should you need themThe associate named in the compliant told me face to face its an issue and that they have heard the same compliants for many othersAgain, I'm asking American Sales to do the right thing by it's customers especially if they want my continued business along with others
Thank you,
*** ***
Final Business Response /* (4000, 9, 2014/09/02) */
American Sale is not issuing a refund and as outlined, the merchandise is no longer under warrnty and can be inspected for repair

Initial Business Response /* (1000, 5, 2015/05/16) */
Contact Name and Title: *** *** *** Manager
Contact Phone: XXX XXX XXXX
Contact Email: ***@americansale.com
We will contact customer, get new parts ordered, and arrange for new parts to be installed on the gazeboWe will also
have customer sign off that the new parts are satisfactory to ensure the problem doesn't become an ongoing situation again
Initial Consumer Rebuttal /* (2000, 7, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the companyI would like to know how long I may have to wait for the new partsPlus I want to make sure the new parts are the corner pieces PLUS the skylight roofAs stated I have pictures and sign off sheets from the previous installation member notating the above
Final Consumer Response /* (4200, 17, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received one call from the companyMy telephone number I can be reached at is XXX-XXX-XXXXI am home ALL the time as I work from homePlease provide me with a number and person of contact so I can reach you alsoAlso, are the parts in? Summer is almost over - yet again
Final Business Response /* (4000, 19, 2015/07/30) */
Contact Name and Title: *** Van Huis, Manager
Contact Phone: XXX XXX XXXX
Contact Email: ***@americansale.com
One of our Customer Service Representatives spoke with *** *** and requested photos of the components they are requesting be replaced so we can address all the concerns in visitWe are waiting on pictures from the consumer

Initial Business Response /* (1000, 5, 2014/04/23) */
There was an issue with the panel, and a new one had to be ordered in January and is a to weeks lead time from the manufactureThe manufacture shipped us a panel that was too long, therefore we had to request the correct panel
and notified the manufacture of their mistake, and the panel was requested to be rushed shipped to us for completionThe technician who is assigned to this job has many years experience and is the Manager of the Spa Department and is fully certified, so this is not a technician issueThe Manager/Tech has already advised the customer we are providing a set of filetrs and a chemical kit for troublesUpdates were provided through ***, our spa customer service representative when they were available from the manufacture

We spoke with *** on 9/21/regarding his concern of rust on his patio table *** felt he had a year warranty on his patio set, however, we clarified that the warranty for his patio set had a year Frame warranty, a year Finish Warranty, and a year Fabric warranty Rust falls
under the Finish portion of the warranty, and because he us outside of that warranty window we have done our very best to work with him and the manufacturer to find the best optionThe manufacturer suggested using Rusteolum as the easiest way to care for the rust and cover up the areas it was coming through on, which is a common alternate solution to cover rust on patio furniture However, we realize this answer was not satisfactory to ***We do have the table available in our inventory and offered *** the table for a discounted price and free delivery (we also offered free assembly, but per *** that was not required, as he would be bringing the table to a location out of state) This solution was not satisfactory to *** eitherAt this time we apologize we cannot be of more assistance, but if *** decides that he would like to purchase the table we would honor the discount we offered as well as free delivery

This business sells inferior above ground pools, provides bad installation employees and has the worst customer service ever! Threw my $pool to the curb after yrs of non resolution.We purchased a new pool from an independent pool store with excellent customer service and products in StJohn IN