Audio Force

Complaint ID# [redacted] 11/12/ Dear ***, This is in response to complaint ID # [redacted] The complainant would like a replacement for a pool cover that he says is too smallAccording to notes in his account he called us on 10/5/stating that the round pool cover he ordered is too short for his poolHe was asked to send photos on 10/8/To date they have not arrived and we have not heard back from the customerThis is likely why a replacement has not been sentHowever as he states he is a long time customer so I checked his past ordersHe has always ordered the same size coverTherefore it is likely he received a mismarked coverSo I have sent him a replacementIt is not necessary for him to return the original coverHis new order number is [redacted] It is being drop-shipped from the manufacturerSo he will receive it in about to daysPlease let me know if you have further questions, or if you require additional information! Thank you! [redacted] Leisure Living [redacted]

[redacted] This is in response to Complaint ID# [redacted] Customer is stating numerous issues regarding web sales order [redacted] (see attached- order came into our system under [redacted] )Customer ordered item [redacted] (28' round winter cover) and received (24' round winter cover)We apologize for any inconvenience that this caused the customer, and we were happy to send out the replacementReplacements are sent the same shipping speed as the original order (customer's original order was sent ground), and we were unable to complete the customer's request to have the replacement sent overnightPer the customer request we have refunded for the original order under Return Merchandise Authorization [redacted] (see attached)This RMA has been refunded and included the original order handling charge under Cash Refund [redacted] (see attached)The customer has requested that our company reach out to her so she can discuss potential further compensation for this issueOur Customer Experience Manager will be happy to speak with the customer and will reach out to the customerHer contact information is below for the customer's reference: [redacted] 716-773-x [redacted] [redacted] @LeisureLiving.com The customer may also reach out to her through phone and email and she will be happy to get back to the customerWe apologize for all the issues the customer has had with this order, but with the above steps of refunding the original order the issue should be fully resolved Please let me know if you have further questions or concerns or if you need any additional informationThank you, [redacted] Leisure Living

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

[redacted] 10/3/ This is in response to Complaint ID# [redacted] Customer is stating that there was a size issue with the safety cover they purchased under order [redacted] (see attached)This order was placed over the phone with one of our custom salesman The customer wanted us to make this safety cover an exact replacement of their previous oneThe customer erroneously relayed to us that their cover was a Loop Lac safety coverThese base measurements were used (these differ from manufacturer to manufacturer) and the safety cover was createdThe safety cover ended up being the wrong size because the customer originally had an HPI safety coverTo help the customer out one of our senior technicians went to the customer's house twice to remeasure their poolAs a courtesy we picked up the safety cover during these trips and sent it back to the manufacturerThis safety cover has now been re-measured, redrawn and re-submitted back to Loop Lac to create the new safety cover at no additional cost to the customerThe cover is being altered from a S'x5' grid pattern to a 3'x3' grid pattern (also at no additional cost to the customer) which will make the safety cover roughly three times strongerOnce complete, the process will take about 2-weeks, we are going to bring the safety cover to the customer's house and install it for free as a courtesy to the customerThe customer pool is covered for the time being to prevent debris from entering their waterOnce complete, the process will take about 2-weeks, we are going to bring the safety cover to the customer's house and install it for free as a courtesy to the customerWe apologize for all the issues the customer has had with this order, but the above actions have compensated the customer accordingly and are resolving this issue from start to closeThis issue should be fully resolved Please let me know if you have further questions or concerns or if you need any additional informationThank you, [redacted] Customer Service Specialist Leisure Living

Attention: [redacted] Complaint ID# [redacted] Dear ***, 10/18/ This is in response to complaint ID # [redacted] The complainant would like a refund for a pool liner that she claims is defectiveShe purchased the liner on 2/10/for $She called us on 9/6/stating that her pool liner is cracking and getting hardWe asked her to send photos which she didThey were reviewed by one of our technicians and his immediate response was that the liner is damaged because of a chemical imbalance and is not defectiveOnly high levels of chemicals, (usually chlorine or cromine) or low PH can cause the type of damage shown in her photosThis chemical damage is a maintenance issue and not covered under any warrantyI have included a vinyl pool care guide which explains all of thisBecause this is not a warranty issue we can not refund or replace her linerWe did offer her 20% off a replacement as a courtesyThis offer still stands We also suggested she contact the manufacturer directly to see if they would do anything for her but she refuses to do soI have attached the photos showing the chemical damage, all the notes from her account and the pool care guide for your conveniencePlease let me know if you have further questions, or if you require additional information! Thank you! [redacted] Leisure Living Main Street Tonawanda, NY 716-773-

I verbally spoke with the Consumer, Mr [redacted] and he stated he was still not satisfied with the business response as it was lies and the customer service rep never acknowledged receipt of his photos sent directly from the [redacted] store, or they blocked his calls from their systemHe is not happy with the customer service handling by [redacted] and he has not received the product yet

? From: B [redacted] < [redacted] > Date: Tue, Nov 29, at 3:PM Subject: Complaint Resolved!!! To: [redacted] Good Evening, ? Hello, my name is Brandi Savage and I would like to cancel complaint number This issue has been resolvedThank you ? Respectfully, [redacted] From: [redacted] ***e [mailto: [redacted] ] Sent: Tuesday, November 29, 3:PM To: [email protected] Subject: Fwd: Complaint Resolved!!! ?

Dear Revdex.com, With regard to my original complaint against Leisure Living (Complaint # [redacted] ) I have attempted to settle this complaint and get warranty service from the maker of the pool cover I sent several pictures of the pool cover showing that it no longer holds water, and allows water to pass through the stitching of the cover I have learned that the company that manufactures the cover has refused to honor the warranty and that I have no other recourse I have attempted to learn the name of the company to no avail in order to file a complaint with them over the warranty issue Leisure Living has merely offered to sell me another cover (50%) discount to provide some protection during this winter I have no other choice but to purchase another temporary cover in order to protect my pool during the winter season I am however not satisfied with the service either by Leisure Living or the manufacturer of the cover that failed I also noted that Leisure Living no longer offers this cover for sale on it's web site Most likely due to the fact that the cover is poorly made Although I don't believe that I will recover any of the original $paid for the original cover, I would hope that your organization can bring some pressure to bear on Leisure Living and or the company that manufacturers the cover for not honoring the warranty they advertise for their products [redacted] ***a, Manahawkin, NJ

This is in response to complaint ID # [redacted] The complainant would like a refund for a pool liner which she says does not fit her poolShe placed the order on 5/17/and we shipped it the next dayIt was delivered on 5/22/On 5/24/she called to say that they installed the liner and she thinks it is wrongWe asked her to send photos which she didShe sent one of the liner and one of the boxThe photo of the box clearly shows that she received a round Siesta Key Liner with a inch wall, which is exactly what she orderedThe photo of the liner looks fine width wise but it looks too big for her pool wallThis might be due to an installation issue (too much sand for example) or she may have a 48” wall which would mean she ordered the wrong size linerShe has not sent any pool wall measurementsIn July the customer a filed a chargeback with her credit card company and based on the same information I am giving you now it was closed in our favorBecause of this we will not be issuing a refund for this linerI have attached a copy of her order and the two photos mentioned above Please let me know if you have further questions, or if you require additional information! Thank you! [redacted]

Dear ***,
This is in response to complaint ID #***The complainant would like warranty coverage on a pool cover which he purchased on 4/11/He called us in July of this year and stated his pool cover was damagedWe asked him to send photos which he didThey were reviewed and the
warranty was turned down because the cover ripped because the customer left his pool ladder in his pool and the cover had to stretch over it and ripped because of stressThis is not covered under the manufacturer's warrantyI have included a copy of the warranty for your conveniencePlease let me know if you have further questions, or if you require additional information! Thank you! *** ***. Leisure Living Main Street Tonawanda, NY 14150 716-773-

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, *** ***
In addition, there were a couple very small puddles of water where it had recently rainedThe cover was not just torn at the ladder, but in other places of the cover totally away from the ladderThank you

From: B*** *** Date: Tue, Nov 29, at 3:PM Subject: Complaint Resolved!!! To: *** Good Evening, Hello, my name is Brandi Savage and I would like to cancel complaint number This issue has been resolvedThank you
Respectfully, *** *** From: *** ***e [mailto:***] Sent: Tuesday, November 29, 3:PM To: [email protected] Subject: Fwd: Complaint Resolved!!!

?
From: B*** *** Date: Tue, Nov 29, at 3:PM Subject: Complaint Resolved!!! To: *** Good Evening, ? Hello, my name is Brandi Savage and I would like to cancel complaint number This issue has been resolvedThank you
? Respectfully, *** *** From: *** ***e [mailto:***] Sent: Tuesday, November 29, 3:PM To: [email protected] Subject: Fwd: Complaint Resolved!!! ?

This is in response to complaint ID #[redacted]. The complaint states that he has been charged twice for the same order. He said he was charged $308.99  through PayPal, and $278.09 on his credit card. I checked in to this and found  that he is correct. When he placed the online order...

through [redacted] there was a glitch in our system. His PayPal account was charged but the order did not go through. So when he called to check, a new order was placed and he was givena discount. Because the first order did not transmit into our system no one was aware a refund was due. It was no"t until I asked our accounting department to look into in to this through the backend did they find this charge. Once discovered it was promptly refunded. As of today his [redacted] account has been refunded in the amount of $308.99. I have included a copy of the refund transaction. I apologize that when the customer called in November this was not taken care of for him Please let me know if you have further questions, or if you require additional information! Thank you!  Judy Bzibziak  Customer Service Manager Leisure Living

Complaint ID#[redacted] 11/12/14
Dear [redacted], This is in response to complaint ID #[redacted]. The complainant would like a replacement for a pool cover that he says is too small. According to notes in his account he called us on 10/5/14 stating that the 28 round pool cover he ordered
is too short for...

his pool. He was asked to send photos on 10/8/14. To date they have not arrived and we have not heard back from the customer. This is likely why a replacement has not been sent. However as he states he is a long time customer so I checked his past orders. He has always ordered the same size cover. Therefore it is likely he received a mismarked cover. So I have sent him a replacement. It is not necessary for him to return the original cover. His new order number is [redacted]. It is being drop-shipped from the manufacturer. So he will receive it in about 7 to 10 days. Please let me know if you have further questions, or if you require additional information! Thank you! [redacted]Leisure Living[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,  [redacted]

Hello [redacted],  I am sorry for the confusion! But we gave her a full refund and an additional 20.00 in store credit. We did not send the cover because she needed it the next day. Please let me know if you need anything else.
[redacted]

This is in response to complaint ID #[redacted]. The complainant has been fully refunded for an incorrect winter cover but would like additional compensation. The cover was the only order in the account so we cannot offer a partial refund on anything else. So we have issued a $20.00 in store credit which she can use on any future purchase. Please let me know if you have further questions, or if you require additional information! Thank you! [redacted]

[redacted]
[redacted]
[redacted]
This is in response to Complaint ID# [redacted]. Customer is stating numerous issues regarding web sales order [redacted] (see attached- order came into our system under [redacted]). Customer ordered item [redacted] (28' round winter cover) and...

received 570024 (24' round winter cover). We apologize for any inconvenience that this caused the customer, and we were happy to send out the replacement. Replacements are sent the same shipping speed as the original order (customer's original order was sent ground), and we were unable to complete the customer's request to have the replacement sent overnight. Per the customer request we have refunded for the original order under Return Merchandise Authorization [redacted] (see attached). This RMA has been refunded and included the original order handling charge under Cash Refund [redacted] (see attached). The customer has requested that our company reach out to her so she can discuss potential further compensation for this issue. Our Customer Experience Manager will be happy to speak with the customer and will reach out to the customer. Her contact information is below for the customer's reference: [redacted]716-773-7500 x221 [redacted].[redacted]@LeisureLiving.com The customer may also reach out to her through phone and email and she will be happy to get back to the customer. We apologize for all the issues the customer has had with this order, but with the above steps of refunding the original order the issue should be fully resolved.
Please let me know if you have further questions or concerns or if you need any additional information. Thank you, [redacted]
[redacted] Leisure Living

Attention: [redacted]
Complaint ID#[redacted]
Dear [redacted],
10/18/14
This is in response to complaint ID #[redacted]. The complainant would like a refund for a pool liner that she claims is defective. She purchased the liner on 2/10/14 for $249.99. She called us on 9/6/14 stating that her pool...

liner is cracking and getting hard. We asked her to send photos which she did. They were reviewed by one of our technicians and his immediate response was that the liner is damaged because of a chemical imbalance and is not defective. Only high levels of chemicals, (usually chlorine or  cromine) or low PH can cause the type of damage shown in her photos. This chemical damage is a maintenance issue and not covered under any warranty. I have included a vinyl pool care guide which explains all of this. Because this is not a warranty issue we can not refund or replace her liner. We did offer her 20% off a replacement as a courtesy. This offer still stands We also suggested she contact the manufacturer directly to see if they would do anything for her but she refuses to do so. I have attached the photos showing the chemical damage, all the notes from her account and the pool care guide for your convenience. Please let me know if you have further questions, or if you require additional information! 
Thank you!
[redacted]
Leisure Living
532 Main Street
Tonawanda, NY 14150
716-773-7500