American Sale Corp Office

MY name is Rocco [redacted] I would like to say that American sales person Cassandra [redacted] at the Lake Zurich store is Outstanding.I had a pool cover issue that was past the warrenty and she went above and beyond what she had to do to help me.Her attitude was great went out of her way to do everthing she could to help me.She Never gave up always called me back when she said she would and just went out of her way to help me all she could. Ijust just cant say enough good things about her she will deffinetly keep me coming back to your store the world needs more people like her.Just one more thing I wish your stope would sell Hayward products know I have to go to great exscape for my motor and filter parts would rather give it to you guys.Thanks If there was a scale to rate Cassandra between 1 and 10 I would give her a 25.

Initial Business Response /* (1000, 5, 2014/07/25) */
We were not aware the grout and repair had not taken place as scheduled and it appears this is an additional problem that occurred. The replacement drawer/door was being handled by [redacted] at Orland store location, and he will be ordering...

one for the replacement as the one we had in our display was not located in inventory which was going to be provided to [redacted] as [redacted] promised. The manufacture, [redacted], is aware of the repairs needed and are setting up their installer to go out to the home to complete the repairs and has to verify if materials are at the home or need to be mailed. Once I have confirmed dates on the issues, I will update further.
Consumer Response /* (3000, 12, 2014/08/11) */
This has gotten out of hand... about 10 days ago two men came to my home to repair the doors to my outdoor kitchen, when they arrived I explained that they are to replace the doors not repair them, their work order showed they are to repair. They did not have the replacement doors.
I still have the new, crated tile top in my garage and I need it gone asap!
I would love if they simply take the grill back and give me my money back.
Business Response /* (4000, 18, 2014/09/02) */
8/29/14
We were not aware the Bull Grill technician had not completed the full repair of the tile after adhering it and then needed to further fill in the grout portion. Since this visit, the tile come off again due to the grout not being filled in. We have the tile and grout shipping from Bull to Ameridan Sale and our technician will be fillinf in the couple tiles and grout that has come off. Once the materials have arrived, the tech will contact to set up the appt for repair.

We are very sorry for the issues Ms. [redacted] is having with spa service. Our spa service representative spoke with Ms. [redacted] this morning and has scheduled service on her spa to replace the motor and install the lights. American Sale is going to warranty the motor for one year (not to include...

chemical damage) and the lights for one year. Ms [redacted] has agreed to this. Again, we are sorry for the service delays and related issues.

As mentioned in his original statement, the problems were fixed in 2015, but in 2016 we still have them. These conditions were addressed, and reasonably resolved at that time in 2015, prior to this claim, we were unaware of new problems. Upon the efforts to fix the concerns in 2015 (and seemingly at that time doing so), there were attempts to collect the $1000 balance due. Those attempts went unanswered. At 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 holding. With 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 safe. We will contact them in the next 5 business days to finalize arrangements to repair the items in question. We will need a written approval to terms, and immediate payment thereafter the repairs.

Initial Business Response /* (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 resolution. We are waiting for their response. If we do not hear from them in 2-3 days, we will attempt to contact them again.

Initial Business Response /* (1000, 5, 2014/07/07) */
The customer went into the store without a receipt of purchase or the packaging on the item and was used. The item can not be returned due to no receipt of purhcase (it's a cash and carry item and recipt is required)and no packaging. The...

issue must be handled through the manufacture, the store manager printed out step by step for the process (about a 5 minute process to complete) for replacement or repair of the item. The 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 required. Also, the manufacture deals direct for any warranty matters and not through American Sale, which is also printed on the box itself for this item. American 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 store. The store manager advised he was not rude or beligernet and the customer refused to accept the return was not being completed.

Initial Business Response /* (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...

resolution. We are waiting for their response. If we do not hear from them in 2-3 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.
Thank you for your help on this matter.
Sincerely,
[redacted] [redacted]

Hello, and thank you for the update regarding the claim.  We appreciated [redacted] understanding and were happy to be able to talk with him and help resolve the concern regarding his patio frame finish.  We look forward to continuing to service [redacted] in the future!

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, il60188

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 12/5 and again today, as well as sent an email 12/5 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 promised. Our goal is to ensure Mr. [redacted] is enjoying his hot tub and that we have met his level of service expectations.

Initial Business Response /* (1000, 5, 2014/06/09) */
The refund was issued back on 5/27/2010 and was issued back to her charge card at the Orland store location. There is nothing pending or due back further. She had a $100 deposit on her charge card and was issued back to the original card...

and it's tracked in our system. No refund is due or owing.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have the original receipt and can verify thru the credit card that I put on file. I can also provide records of the cc that was on file that it was not refunded.
Final Business Response /* (4000, 9, 2014/06/09) */
We spoke on the phone after this complaint was filed and I advised the credit was issued back. I can provide the system proof the credit was issued back.
Final Consumer Response /* (2000, 11, 2014/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/04) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@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 done. They installers offer services to haul away any excessive dirt, and our installation agreements that the customer signed, states all of that. While 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 manufacturer. Most do work their way out, but it is not guaranteed. No issues of divots or sand washouts were documented inside of the their 1 year installation warranty. Once 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 bottom. This is not covered under warranty as it is mother nature caused, and unavoidable. While it is not the consumers fault, it is not an element that is covered under any warranty. We made a more than fair offer to resolve the situation with a $65 service call fee, when our normal rate is $189. We wanted to handle this with our own service team, as the installer who put the pool in, would have charged much more. Water 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 anyways. We 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 $60 and at that point my husband did make an appointment. I 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.

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

Initial Business Response /* (1000, 5, 2014/03/25) */
You had submited photos of the issue in August 2013 which customer service reviewed and submitted to the manufacture for review. The issue was caused by a leak and the chemical exposure, which created the holes as the water and chemicals...

coruated the section of the wall. The manufacture sent you a cost to replace the wall as it's not covered under warranty and we provided the copy of that letter direct to you as well. The issue is not covered under warranty and has a cost of replacement associated to it. American Sale is not replacing or installing a replacement pool free of charge. The issue is not warratied and was reviewed by both American Sale and the manufacture.
Initial Consumer Rebuttal /* (3000, 7, 2014/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never had a leak, and walls were advertised lifetime warrenty, until a problem arises then its limited life time, we just never heard of pool walls deteriorating after 7 years
Final Business Response /* (4000, 9, 2014/03/26) */
As stated, both American Sale and the manufacture have reviewed the pictures and is not a warrantied issue. The issue occurred from chemical reaction from a leak and was the clear cause in the photos submitted. The warranty clearly specifies what is covered and not covered under warranty and the letter provided to you from the manufacture. The cost of replacement for the wall was provided and is not being replaced without cost.
Final Consumer Response /* (4200, 11, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How can you say there was a leak with no holes in the liner, is it possible you gave us a defective product when you substituted this pool for the one we ordered.

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.

We were contacted by our customer service team regarding Mr. [redacted] request for warranty information and replied to him with the manufacturer's name, website, and phone number so that he may call for the solar cover warranty information he was requesting.  We were advised by the manufacturer...

that they provide warranty cards inside the packaging the solar covers are sold in, and they suggest consumers call them for warranty information.  Our email to Mr[redacted] is below:Hi [redacted],Thank you for reaching out to us for help regarding solar cover warranties.  We have reached out to the manufacturer for assistance in getting a link we can provide you, but as [redacted] mentioned, warranty information is inside the box that the solar covers come in.  Did you purchase one recently from us and if so, can you give us some information about the solar cover that would help tell us which one you have?  From there we can work to get you the warranty info that you are looking for.  We can also share the website, http://www.midwestcanvas.com/, where you can contact them as well with a question.  On the site they suggest to keep your sales receipt and your warranty card together for future reference, and to make a warranty claim, Please call [redacted]. Midwest Canvas www.midwestcanvas.com AT MIDWEST CANVAS we find it reassuring to know that the more things change the more they stay the same.   I hope this was helpful for you, and if you need us to assist further please let us know. We looked into the [redacted] Act and feel that under the following point of the act we are not in violation, as we had provided the website of the manufacturer of the product in question, along with their contact number.(4)(A)Except as provided in subparagraph (B), the rules prescribed under this subsection shall allow for the satisfaction of all requirements concerning the availability of terms of a written warranty on a consumer product under this subsection by—(i)making available such terms in an accessible digital format on the Internet website of the manufacturer of the consumer product in a clear and conspicuous manner; and(ii)providing to the consumer (or prospective consumer) information with respect to how to obtain and review such terms by indicating on the product or product packaging or in the product manual—(I)the Internet website of the manufacturer where such terms can be obtained and reviewed; and(II)the phone number of the manufacturer, the postal mailing address of the manufacturer, or another reasonable non-Internet based means of contacting the manufacturer to obtain and review such terms.Making sure our guests and customers are satisfied is our priority, so if it is deemed by Revdex.com that we are in violation of the [redacted] Act please contact us so that we can be made aware of what needs to be done on our end as the retailer.  Midwest Canvas said they talk with consumers regarding warranty coverage all the time and are happy to help Mr[redacted] any time.