Aqua Pool Service Company, Cloud Enterprise Incoporated

To Whom it May Concern, I attempted to respond to the customers rejection, but it submitted before I was able to type any additional information and would not allow me to edit the formSorry for the confusion, please see my response below The documentation provided to the Revdex.com was not falsified in anywayI provided a signed contract for which the customer knew the product was an open boxThe heater was new and covered by warranty for items for which the manufacturer covers, however as stated in the documentation provided from the manufacturer and also available in the manual provided with the heater, the manufacturer does not cover damage done to the heater due to poor water chemistryAt no point did our company or the manufacturer deny the warranty claim because of dateAdditionally, the date code/serial number on the heater tells me that the heater was manufactured in March of and the heater was installed at the customers home in May of 2014, which means that not only was the heater still covered under warranty in August of 2014, but that it is almost impossible for the heater to have been used prior to the installationAs was explained to the customer when he personally contacted me I had an open box model in stock and he agreed to accept this heater for an additional discountThe heater was taken to the customers home without the box simply because it is easier for my technicians to take it directly off the truck and not have to dispose of or carry around a large box all day At no time prior to the installation of the heater at the customers home, was the heater in questions used or installed any where elseThe warranty claim was denied because the acidity of the pool water ate away at the heater exchanger and caused the heater to leakWe installed dozens of these heaters every year and have only had this exact problem once before and the same exact water chemistry issue was to blame At the time of my service managers first visit, he tested the pool water on site and immediately knew there was a problemHe took a picture of the test strip so that we could compare the results from our computer based system when he brought us a sampleBoth tests showed the water's pH and alkalinity levels way below our testing ability and the chlorine level extremely high and off the chartsAfter the initial phone conversation in which the customer was informed that the repairs would not be covered and that the water chemistry was very bad, he sent his wife into our retail store to pick up the chemicals we recommended to begin to resolve the problemHe then personally brought water into our store times and dealt with myself on at least of these occasionsThe reason the dates for the tests are hand written is because my program automatically changes the date printed to the current date; however, if you were to look at my actual program on our computer, it would show you the exact date the sample was tested and the last time the results were printedSince the customer is calling into question these hand written dates, I have provided a screen shot of my water test computer program, which shows the exact dates all samples were tested, along with a summary of the resultsThe test dates cannot be falsified on my system since it uses the date set by the manufacturer each April when the program is renewedWe also have multiple cameras in our stores that could provide evidence of the customer personally bringing in his water samples and talking to myself on multiple occasionsAlso it should be noted that the customer purchased several chemicals from our store during his visits to help remedy the chemical imbalance, although I can not produce a detailed receipt for each purchase, I do have signed credit card slips that show the customer was present on each of the days between September 2nd through 5th when he claims we falsified water test resultsI have attached these slips which again proof the customers presence on each day a water test was completed on a sample he brought into our storeBecause the water test did not require any additional products on September 9th, I did not search for additional slips Finally, I would like to add that we are unsure while this customer is so angry with our company and so unsatisfied with the product we provided, he has only attempted to receive back a partial payment for the total $2100+ heater and has only done so through the credit card company and your serviceAt no point was legal action taken by this customer to attempt to receive the cost of the heater backIf he is so certain that the heater provided was used and in bad condition, then we will be more than happy to prove our innocence in courtWe have already proven on several occasions through both [redacted] and the Revdex.com that this customer has lied and provided falsified information, all while trying to accuse us of doing the sameWe have proven that at no time did we provide any information and have responded to every complaint with multiple pieces of physical documentationAt this time we would like the customer to know this will be our last response to any negative, reviewsOur next step will be legal action, at which time we will provide the Revdex.com with any and all legal documentationWe are about to begin our busy season and have already spent several hours responding to claims by this customerEach claim has been met with a quick and concise response and each one ruled in our favorWe must now provide the same quality service we always provide to our customers (the same service we have provided for over years and the same service that was given to the complainant) and we cannot do that if we are spending countless hours responding to complaintsWe thank the Revdex.com for its review of this claim and for it's continued good service, but we respectfully submit that we cannot continue to respond to negative claims by the same customerTherefore, no refund will be granted at this timeIf the Revdex.com has any further questions regarding this claim or any further claims from other customers are received, please feel free to contact myselfThank you again for your time on this matter Sincerely, Becky H [redacted] Aqua Pool Service General Manager