Bestway USA, Inc.

[redacted]

I did hear back from the company after I submitted the complaint. I tried calling today and left the Revdex.com a voice mail asking for this complaint to be closed, since the company is going to honor the warranty now.

Regards,

We were grateful that [redacted] brought this to our attention, he was looking to by new pool filters for his Bestway pool and upon searching on the internet for a number to contact us via his pool item # our old 1-[redacted]# generated on an old manual. As we moved to another office and changed...

internet/phone service providers we did change our phone number which is ###-###-####, all numbers have been updated on packaging, manuals, website,etc. Another company bought our old phone number which does not claim to be affiliated with us nor our business name in any capacity and states that you are in fact a winner of a $100 Walmart gift card but we are not in conjunction with them. Again, our company name is not mentioned at all in the recording when you call, we did call [redacted] and walked through what happened so we are now aware of the old number in case any other customers contact us, we did send out 3 pool filters complimentary to the consumer for his time.Bestway USA, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Hello,
We have reached out to Ms.[redacted] and sent out replacement parts with warranty approval on 8/3/16 FedEx: [redacted]. We do apologize for the delay, our customer service had called on 7/4/16 and left a voicemail requesting a callback as we were unclear as to the number of...

replacement pieces that Ms. [redacted] needed for her pool.Should she need anything else please contact our customer service at [redacted] and we are happy to assist.
Best Regards,
Bestway USA, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have been in communication with Marc D[redacted] and he has promised to send out a replacement liner in addition to a new frame kit.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We are currently in contact with this consumer and her warranty claim claim is being processed. she will receive her part within 5 days.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined...

that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I sent photos Monday morning of the items they requested, a copy of the receipt, a photo of the label on the outside, a photo of the cord cut from where it was attached to the pump. I just received a call requesting more information, a photo of a number that is supposedly on the outside of the pump near the water hose. A totally new request even though they admitted they received everything they previously asked for. I will look for that, and send yet another photo later this week when I 'm back home this week. 

Regards,

Hi K[redacted]The complete set has shipped yesterday. Our Supervisor for Customer Service has spoken with Ms. [redacted] and communicated that the new set is on it's way.Here is the tracking information: TRACKING [redacted]

Per last communication (yesterday) with our team and Ms. [redacted] we have agreed to move on as this is "resolved" if she needs anything at anytime please let us know or she has Anita's and Marc's direct contact information.As always thank you for your help and follow-up on this.Best,Andrea

We have spoken with Ms. [redacted] and while we do have a warranty process that does follow the outline of what she has sated we have made an exception and sent her a new fast set pool. FedEx: [redacted] ETA 6/30/16. Our customers are our number one priority and we have resolved this case with...

Ms. Napper.Thank you,
B[redacted] USA, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Bestway USA, this is a really good company with excellent employees. Ms Anita S[redacted] shes the best.. Many thanks and hugs to her... Great products and customer service... thanks again [redacted] n [redacted]

we send the consumer an upgraded filter pump (from 530G to 800G) . The pump should be delivered within 3 to 5 days .

The company wants me to cut a hole in a pool and place it in the palm of my hand and take a picture of it to show proof that this specific pool that I have a reciept for and photos of the leaking is their pool and submit for review if it is approved to be replaced.  The pump is also faulty.  I should not have a defective pool immediately upon installation of it or when the filter is cleaned for the very first time.  It is worthless and defective and I don't want it.  I have NEVER had a company behave so unprofessionally.  The representative actually laughed and said "Well, you said the pool couldn't be used so what harm does cutting the bottom of the liner matter?  You can't use it".  The time required to wait out the warranty process for what they may or may not cover is unacceptable.  I could purchase a much better product if I had a viable way to return this defective item.  I expect the merchandise I purchase to be in adequate shape to be used.  They have hundreds of bad reviews online and the way they are handling these faulty pools makes me believe they are committing fraud to consumers and they need to beware of this company and product.  Possibly a class action suit against these type of fraudulant business practises would guarantee better customer service in such instances.

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

Below you will find my last correspondence with Marc D[redacted] of Bestway Pools. I have not heard from Marc since then (August 5, 2015) and I never received the pool frame kit and liner as promised. Revdex.com Complaint ID [redacted]Thank you,[redacted]

this is unacceptable.  I won't pursue this any longer but I'm very very unhappy  with the product

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Hello, we have had our Customer Service Supervisor contact the [redacted] family and have spoken with [redacted] While our warranty process does require a proof of purchase we do put our customers first and stand behind our product. We apologize to hear about the pool and have sent out a new pool frame as...

well as liner. The FedEx Tracking #s are: [redacted] We have resolved this case and are for support and or any questions in the future.Thank you,
Bestway

I bought a pump for my pool from bestway. It never circulated the water like it should. So I called the warranty department and they told me to send some pictures and they would be sending me a new one. I did that, and after a few days I called back to see the status and they told me they now needed a picture of the cord being cut. So I did that. A week later I called to check the status again and they told me they were now out of stock and they would have more by the end of the week. I called again and they said now it would be the beginning of next week. Once again, I called and was told they were STILL out of stock and didn't have any upgrades to send me. This has now been a month and NOTHING! My pool is dark green and I hate to see what my bill is going to be to get all the chemicals to get it clean. Not to mention this is the hottest time of the year here and my son gets to look at a pool that he can not use! They FINALLY called me back and said they had a pump in the warehouse that was missing parts that they could send me. I will NEVER use bestway again and will warn others not to either. I have never wrote a review before but this is just ridiculous!!!

The complaint is based on the business practices of Bestway. The third pump was received. In order to receive the warranty pump, Bestway requires the consumer to conduct unreasonable measures such as cutting a heavy electrical chord. The chord is in a location 1 inch off the floor, making it impossible to reach and a barrier. The consumer performs all that is asked and Bestway will reject the claim stating the chord wasn't cut close enough to the pump. I've had two pumps fail. Bestway told me I was a liar and only trying to get a free pump. They had me perform tasks like writing claim numbers on the pump with extra photos.
I expect pump #3 to fail.

Hello,
We do stand by our original reply we offered to send a new liner in which Ms. [redacted] would need to follow the industry standard process, the reason we have consumers cut the liner is for safety and we need the batch number to see if there are other defective liners in that batch in case of a re-call. Ms. [redacted] did call in on 7/13 to start a warranty and our Customer Service rep requested photos in order to start the process which have never been provided.
Please see original response as this is the standard process in which a claim for a replacement must be followed.
This message originally read on 7/29/2016
Hello,
We have spoken with Ms.[redacted] per our warranty process for pool liners we have communicated that we can send her a replacement liner for her pool, however, we do not process cash refunds as this is outside of warranty claims and how they are handled. If the consumer would like to accept a replacement liner per discussion with our customer service we are more than happy to send out a new one. It has been stated that we do not send cash refunds on this product.
For a replacement please re-open your claim by calling [redacted]
- Bestway