Capital Payment Systems, LLC

We have no idea what the warranty information is.    We have never received any information on our pool and equipment.  No proof of purchase, no owner's manuals or any warranty information.  I have asked for it several times but they won't give it to us.

We feel like we have...

given appropriate customer service to this customer. Over 76 email have been sent back and forth with this customer in only a span of about 15 months. Furthermore, we have been to their pool for a service call concerning the structure of the pool, which was deemed fine. We closed their pool fall of 2016. We also filed a warranty claim and it was approved and they received a new pool cover this spring. The customer has also been informed multiple times that all warranty has been filed for them. And no paperwork is given to us, as everything in online registration. Which we proved by getting their winter cover covered under a warranty claim. With their last complaint about the sand filter and vacuum. We tried to explain that it was more than likely user error not a warranty item. As they were never showed how to use the items in person, even though we tried to show them, they refused. In order to process another warranty claim, a service call would need to be performed to rule out simple errors. We offered to come to their pool and perform a service call to inspect the sand filter and vacuum, we also wanted someone to be there so we could show them what was wrong and offered to come after hours but again the customer refused this service.So again, we will offer to come to their pool and perform a service call after hours with a homeowner present to inspect the sand filter and vacuum system. If it is deemed a warrantied problem, then we will start the warranty process but not until a service call is perform to rule out other errors. We have available service dates of Monday, October 23 and Tuesday, October 24 of next week at 4:30 pm or 5:15pm.

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Complaint: [redacted]
I am rejecting this response because:  We were not given any information about any warranties on our equipment in regards to how to access any information.  We have no proof of purchase agreements, contract information or product numbers we would need if we needed to file any warranty claims.  Since this is mid October, our pool has already been winterized and the filter has been unattached.  The only offer we received for a service call was in one of the emails from the business operator dated 07/20/2017:
 
I
will be in touch next week to schedule a service call. We are full this week. I
will require that someone from your household be there. 
 
There was no follow up from the business after this.  At this point it will be late spring before we are ready to connect the filter and have it running again.
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