Backyard Ocean

Initial Business Response /* (1000, 5, 2015/07/13) */
Hello,
We are sorry for the frustration the customer has expressed with their orderWhile we can appreciate the frustration the customer has in regards to this order, the problems the customer has experienced are not a result of the product
they purchased
As stated in the customer's complaint, they placed an order online on June 11th, and contacted us on June 29th, expressing concerns that the solar pool cover they received was not the correct one because it was not warming the water as they expected and their pool is now greenAt this time we also advised them that the solar covers would not cause a drastic change in temperature as they are created to prevent debris from entering the pool while the sun warms the water over time which would be no more than a 10-degree differenceWe requested documentation from the customer to verify what was receivedAfter reviewing the documentation provided we confirmed the customer received the correct item orderedAt this time the customer informed us that their stabilizer was lowThis is a direct cause of the chemicals in the pool and not the solar pool cover
We provided the customer instructions on how to keep the pool clean to avoid the algae build upThe customer also advised us that they use the pump for hours a day with the use of bleach in the poolWe directed the customer to contact a local pool store for the correct chemicals as we do not know the minerals in the water and cannot specify the type of chemicals that should be used
In addition, even though our product was not the cause of the customer's concern we decided to issue a customer care credit for the solar pool cover in the amount of $This is the purchase amount minus the shipping cost of $6.99, as the shipping cost is not refundableBecause the refund has been issued, we consider this matter to be resolved
Regards,
Backyard Ocean Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/13) */
Hello,
We are sorry for the frustration the customer has expressed with their order. While we can appreciate the frustration the customer has in regards to this order, the problems the customer has experienced are not a result of the...

product they purchased.
As stated in the customer's complaint, they placed an order online on June 11th, 2015 and contacted us on June 29th, 2015 expressing concerns that the solar pool cover they received was not the correct one because it was not warming the water as they expected and their pool is now green. At this time we also advised them that the solar covers would not cause a drastic change in temperature as they are created to prevent debris from entering the pool while the sun warms the water over time which would be no more than a 10-15 degree difference. We requested documentation from the customer to verify what was received. After reviewing the documentation provided we confirmed the customer received the correct item ordered. At this time the customer informed us that their stabilizer was low. This is a direct cause of the chemicals in the pool and not the solar pool cover.
We provided the customer instructions on how to keep the pool clean to avoid the algae build up. The customer also advised us that they use the pump for 8 hours a day with the use of bleach in the pool. We directed the customer to contact a local pool store for the correct chemicals as we do not know the minerals in the water and cannot specify the type of chemicals that should be used.
In addition, even though our product was not the cause of the customer's concern we decided to issue a customer care credit for the solar pool cover in the amount of $43.99. This is the purchase amount minus the shipping cost of $6.99, as the shipping cost is not refundable. Because the refund has been issued, we consider this matter to be resolved.
Regards,
Backyard Ocean Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)