Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
This is in response to complaint ID # [redacted] The complainant is unhappybecause the manufacturer is charging them proation per their warranty policy.The manufacturer also states that fading is not covered under warranty but theyare covering this as a courtesyTherefore because this is not covered underwarranty and because the manufacturer is taking care of this we as a distributorcannot interveneWe can however issue the customer a $in store credit asa courtesy which they can use on any future purchasePlease let me know ifyou have further quettions, or if you require additional information!Thank you!Judy B [redacted] Customer Experience SupervisorLeisure Living [redacted] [redacted]
Customer has opened complaint ID # [redacted] Customer is stating the solar reel is not performing as advertisedWe apologize for the inconvenience the customer has experienced with this orderWe are honoring the customers request and refunding them in full for the item; and it will not be necessary for the customer to return the item to us Due to the custom shape of the customer's pool, modifications will need to be made for most solar reels to be used in conjunction with their poolThey may contact us directly if they would like further technical assistanceThe RMA [redacted] - see attached) reflects the item cost of $279.99, minus $(portion of the original $discount on entire order), in addition to $NY State sales tax, for a total refund amount of $This refund will be processed first thing tomorrow; and then will take approximately 2-business days to reflect on the customer's accountPlease let me know if you have further questions or concerns or if you need any additional informationThank you, Tricia L [redacted] Leisure Living
This is in response to complaint ID # [redacted] The complainant is upset because one of his reel tubes was damaged and at the time of his complaint still not replacedOn 5/1/the customer contacted us about the damaged reel pole.After several e-mails back and forth it was determined which of his poles was damagedAt that point a replacement order was placed but it had to be ordered in from an offsite warehouse which caused a delayHowever it did ship on 5/10/and was delivered on 5/12/We are very sorry for the delay and that the customer is not happy! Therefore we have issued $in store credit which he can use on any future called in purchasePlease let me know if you have further questions, or if you require additional information!Thank you !Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]
As stated in the original responseThe damage to the complainant's cover is not covered under warrantyHowever because he is so upset we will replace it for him as a one time courtesy at our cost of All he has to do is call one of our sales reps at [redacted] and ask them to look in the notes in his accountThank you
Revdex.com: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.This is completely incorrectThese people are not telling the truthThey did not send me a pool linerThey sent me a liner bigger than feetMoreover, I ordered a pool liner from [redacted] , which now, knowing that it is the same company, misrepresenting themselves as another company, I will be returningThey assume that I have a foot pool because of a previous orderThey are unaware that I install pool liners for people, hence the orders for different liners.Regards, [redacted] ***
Dear [redacted] 05/19/17This is in response to complaint ID # [redacted] The complainant states that weare not standing by a product he purchased last yearI have looked in to thisand found that this statement is incorrect First off he purchased the filter on4/22/17(copy enclosed) not last year as stated and after he contacted us on4/19/we agreed to cover the filter under the terms of the warranty (accountnotes and warranty enclosed)The warranty terms are in part as followsIn thesecond year after purchase the manufacturer covers 10% of the replacementcost which is what we told the customerApparently he is unhappy with theterms of the manufacturer's warrantyBecause he is so unhappy I can offer a25% discount off a replacement filter as a one time courtesyAll he needs to dois contact our Customer Service department and we will extend the discount.Please let me know if you have further questions, or if you require additionalinformation!Thank you!Judy [redacted] Customer Experience SupervisorLeisure Living [redacted]
Customer has opened complaint ID # [redacted] The customer is disputing our return policy regarding the items return conditionThis charge was relating to a sales order that the customer placed over the web with our company (web order number [redacted] ; internal order number [redacted] - see attached)The sales order was for QTY 1- [redacted] INGROUND AUTOMATIC POOL CLEANERThis order was placed on 2/12/and was delivered on 2/17/under FedEx tracking number [redacted] (see attached)The customer contacted our Customer Service Department on 3/4/and stated they would like to return their unopened cleanerThe customer was advised per our terms of sale (see attached) that if the item was returned in resalable condition; they would receive a direct refundThe cleaner was not returned by the customerThe customer contacted our Customer Service Department again on 7/27/2015; and spoke to our Customer Service ManagerOur Customer Service Manager advised the customer per our terms of sale; we accept returns on most orders within days of purchase, however if the item was returnedin resalable condition, we would be happy to issue an in store credit to be used towards another purchaseThe customer returned the item to our warehouse, and upon inspection the item appeared to have been opened and used; as it was returned with sand in the cleaner, hose and boxPer our terms of sale, returned items must be unopened, clean and in resalable condition; otherwise they are non refundableOn 8/3/our Customer Service Manager contacted the customer and advised that due to the item being returned in non resalable condition, that it was non refundable; and being returned back to themThe item was returned back to the customer on 8/6/under [redacted] tracking number [redacted] (see attached)Please let me know if you have further questions or concerns or if you need any additional informationThank you, Tricia LC Customer Service Specialist Leisure Living
This is in response to complaint ID # [redacted] The complainant states that they are unhappy with the quality of two solar covers they received and of the terms of the manufacturers warrantyThey have requested either a refund or are placement of a different coverTherefore as they have purchased clear mil solar covers we have decided to send them an item number [redacted] which is an mil ultimate blue one as a no charge courtesy (copy of the order is attached)This should resolve the customer's complaintPlease let me know if you have further questions, or if you require additional information!Thank you!Judy B [redacted] Customer Experience Supervisor Leisure Living [redacted]
This is in response to complaint ID # [redacted] The complainant states that thepool liner they just installed has a seam separationThe pool liner in questionwas purchased in April of this year by our customer [redacted] (Sales orderattached)Apparently he sold his house and along with it his pool to thecomplainantMrs [redacted] contacted us in June stating that the liner is leaking.Although this is not our customer we contacted the manufacturer as a courtesy.At that time the manufacturer was willing to send them a mil liner at nocharge but the complainant said that was unacceptableEven though we areunder no obligation to do so, we are trying to work with the complainant to get areplacement liner but so far they have turned down our offer and except for thiscomplaint we have not heard from them since 7/18/I have attached thenotes from the purchasers accountPlease let me know if you have furtherquestions, or if you require additional information!Thank you!Judy [redacted] Customer Experience SupervisorLeisure Living [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
This is in response to! complaint ID # [redacted] The complainant is unhappy that her liner is not covered under the manufacturers warrantyShe states that she had a sonar test done and it showed the liner has leaks along the seam line.This damage is usually caused by insect infestation and what reinforces this further is she had tO replace the liner the previous year as wellHowever because the manufacturer will not replace the liner we have decided as a onetime courtesy to issued a refund for the price she paid for the replacement last yearA refund for $has been issued and will be fully processed in the next couple of daysPlease let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]
Revdex.com: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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards, [redacted] The company stated that the pump was plugged into an extension cord and that was not correctThe pump was first plugged into the ac outlet and it shot sparks which meant that the cord/plug was grounded wrongMy husband then checked it withe extension cord and it still shot sparks which confirmed that the pumps cord was ground wrong The pump was new and should have been taken back with no problemI should not have had to file a complaint with the Revdex.comThe pump was shipped back to me but my husband has not had time to check it outUpon checking the pump, if it is found to work properly, I will then close this case
This is in response to complaint ID # [redacted] The complainant is unhappy withthe terms of the manufacturer's warrantyThe original purchase date was6/9/It was replaced once under warranty on 9/29/he also requested alarger cover so he paid the price differenceHe contacted us again at the end ofMarch and again his cover was determined to be covered under the warranty.Under the terms of the warranty he is required to pay in proration andfor shipping/handling for a total of He is not happy with this.Therefore as a one time courtesy we can offer 50% off of the current retailwhich is I have notes this in his account so all he has to do is call us andwe will place his orderFor your convenience I have enclosed copies of hisoriginal order, the replacement order, and notes from his accountPlease let meknow if you have further questions, or if you require additional information!Thank you!Judy [redacted] *Customer Experience SupervisorLeisure Living [redacted]
Revdex.com: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.The original cover was purchased in fall and was broken in pieces in the 2nd summer When I called the company about the problem, the sales rep recommended a different brand to me which was "Clear Diamond", it costs $more than the original one so I paid the difference plus shipping for the replacement cover and thought that would last for years as the rep told meHowever, the replacement that I received was supposed be much better quality, yet the plastic bubbles have been falling off the cover during the first months of use, layers and layers of them float on the water when every time I uncover the pool and I had to spend at least minutes trying to get them out with a net, I swim everyday in summer and am really tired of dealing with those plastic bubblesWe use solar cover only in summer which is about months a year and the replacement cover is unusable after months of use, it is a lot worse than the original one I got It is a common sense that if the replacement product that consumer paid extra to upgrade to turns out worse than the original one, and when the consumer comes to you for a justice, you don't just throw your warranty policies at their faces and tell them that they're basically screwed and just deal with the 3-month of product lifetime on their own simply because it's a "replacement" In my case, this cover did not even work property for months, the bubbles started falling off after few days since we started using it in June this year and it has reached a point that I cannot deal with it any moreI uploaded a short video on YouTube that clearly shows the bubbles on the cover became crispy within months and can be easily wiped off the cover by hand, [redacted] Our pool cleaning guy who comes once a week told me that not to use this cover any more after he spent an entire minutes to clean most of the bubbles out of the pool few days agoThere were still some in the water and he said that he would get it done next week as he had other pools need to work on before sunsetHe said that the bubbles affected the water quality and if I keep using this cover, they would have to cancel our contract with themI attached a photo of the current condition of the replacement cover as of 9/20/16, the condition seems worse everyday, it had been rolled up for few days since the pool guy told me to stop using itWe unrolled it today because we were replacing a part on the solar cover reel, I surprisingly found some big long rips in the pool that were not there few days ago, I wasn't in a shock or anything because I was aware of the bubbles becoming crispy, I was more disappointed and frustrated than surprisedThe company should have reported this issue to the manufacturer for an explanation by now, but they didn't, they were more interested in repeating their warranty terms to the world and figuring out a "deal" that looks like a favor the consumer but actually is just a math game to cover their own costThis company has some tricky and careless reps I trusted them and went by their recommendation when choosing the replacement after last summer, I paid an extra $to upgrade to a worse product plus 100% of shipping, I will accept a different brand of new cover at no cost to me and I agree to provide the company with a pre paid shipping label and cover the postage 100% (again)This cover is $cheaper than the replacement cover that I have now and is what I will accept: [redacted] I do not care for a new warranty with the 2nd replacement, their warranty policy is NOT used to stand behind products but to look after their walletAfter sending a defective replacement at consumer's shipping cost, they get you by the original date of purchase and their "pro-ration rate", they make sure that the rate is more than enough to cover their cost and that the consumer pays for shipping every time, so what to lose?!That is not how a reputable company stands behind their product especially after the product breaks down in a year or so and the replacement breaks in monthsThe price that they quoted me for the 2nd replacement after their pro-ration rate and "discounts" was only $cheaper than buying a new cover with full warranty, that was an insult to me and it angers meI will send the company a 12"x12" sample of the defective cover as soon as I hear back from them.Regards, [redacted]
Revdex.com: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] What do they mean by the two statements of what is covered in the warranty-delamination and seam ? The cover didn't even last a year so there is definitely something wrong with their products I would like to receive a full refund and a copy of their year warranty Since we had bought a previous cover from them that didn't last very long either, I do not wish to purchase another defective product from them Thank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me How do I get the RMA number, etc.?Also, I have changed jobs and the email address under which this complaint was filed no longer is activePlease use this address: [redacted] Regards, [redacted]
This is in response to complaint ID # [redacted] The complaint is unhappy that they cannot return their incorrectly ordered, [redacted] pool liner for a refundOn 6/11/the customer called and placed an order with one of our sales repsHe gave her the item number for a [redacted] pool liner and a gasket to install the linerPrior to calling, his wife went online and typed in the keywords [redacted] pool linerThis caused every pool liner we sell to pull up because of the key words “pool” and “liner”So based on this his wife thought all of these liners would work for their pool and randomly chose one of themShe gave this item number to her husband and he called us to place his orderThe order was placed and it shipped the same dayOn 6/19/the customer called and wanted to return the liner because the installer they hired told them that the liner would not work because they own a [redacted] poolThis type of pool requires a [redacted] liner which we do not carryHe was told he could not return the liner because as is stated in our terms of sale it was opened and installation had been attemptedNormally we would have offered a discount off a replacement liner, but as stated earlier we do not sell the type he needs I have included a copy of the terms of sale for your conveniencePlease let me know if you have further questions, or if you require additional information! Thank you! Judy B [redacted] Customer Experience Supervisor Leisure Living Main Street Tonawanda, NY ###-###-####
Revdex.com: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] I completely disagree with the business's handling of this situationI wish I didn't have to return the pool reel, but I (nor a professional pool person, in addition to another professional handyman) could not install the piece of equipment after having been told by the company that it was "easy to install"So, this is 100% unfair to charge me a restocking fee after the company reassured me that it would be no problem to installI would like a refund of the stocking fee because they did not honor the fact that the equipment was unable to be installed (out of my control, not what they claimed about it being easy to install -was definitely not) Kind regards, [redacted] ***
This is in response to complaint ID [redacted] The complainant is unhappy that his pool liners damage is not covered under the warrantyActually we do not know if the damage is covered or not because he has not sent photosOn 9/9/the complainant called and spoke to one of our repsHe stated that there was a hole at the base of tiled sidewall of the poolThe rep he talked to told him that seam separation is covered but tears or rips are notShe suggested he send a photo for our techs to look atBut to date he has not done soHe is more than welcome to do soIf his liner has a defect that is covered under warranty we will be happy to replace it under the terms of the warrantyIn his complaint he also states that the warranty card does not state that that only seam separation is coveredHe is correct it does not but it does say that punctures in the liner are not coveredI have attached a copy of this warranty for your convenience.Please let me know 'if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
This is in response to complaint ID # [redacted] The complainant is unhappybecause the manufacturer is charging them proation per their warranty policy.The manufacturer also states that fading is not covered under warranty but theyare covering this as a courtesyTherefore because this is not covered underwarranty and because the manufacturer is taking care of this we as a distributorcannot interveneWe can however issue the customer a $in store credit asa courtesy which they can use on any future purchasePlease let me know ifyou have further quettions, or if you require additional information!Thank you!Judy B [redacted] Customer Experience SupervisorLeisure Living [redacted] [redacted]
Customer has opened complaint ID # [redacted] Customer is stating the solar reel is not performing as advertisedWe apologize for the inconvenience the customer has experienced with this orderWe are honoring the customers request and refunding them in full for the item; and it will not be necessary for the customer to return the item to us Due to the custom shape of the customer's pool, modifications will need to be made for most solar reels to be used in conjunction with their poolThey may contact us directly if they would like further technical assistanceThe RMA [redacted] - see attached) reflects the item cost of $279.99, minus $(portion of the original $discount on entire order), in addition to $NY State sales tax, for a total refund amount of $This refund will be processed first thing tomorrow; and then will take approximately 2-business days to reflect on the customer's accountPlease let me know if you have further questions or concerns or if you need any additional informationThank you, Tricia L [redacted] Leisure Living
This is in response to complaint ID # [redacted] The complainant is upset because one of his reel tubes was damaged and at the time of his complaint still not replacedOn 5/1/the customer contacted us about the damaged reel pole.After several e-mails back and forth it was determined which of his poles was damagedAt that point a replacement order was placed but it had to be ordered in from an offsite warehouse which caused a delayHowever it did ship on 5/10/and was delivered on 5/12/We are very sorry for the delay and that the customer is not happy! Therefore we have issued $in store credit which he can use on any future called in purchasePlease let me know if you have further questions, or if you require additional information!Thank you !Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]
As stated in the original responseThe damage to the complainant's cover is not covered under warrantyHowever because he is so upset we will replace it for him as a one time courtesy at our cost of All he has to do is call one of our sales reps at [redacted] and ask them to look in the notes in his accountThank you
Revdex.com: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.This is completely incorrectThese people are not telling the truthThey did not send me a pool linerThey sent me a liner bigger than feetMoreover, I ordered a pool liner from [redacted] , which now, knowing that it is the same company, misrepresenting themselves as another company, I will be returningThey assume that I have a foot pool because of a previous orderThey are unaware that I install pool liners for people, hence the orders for different liners.Regards, [redacted] ***
Dear [redacted] 05/19/17This is in response to complaint ID # [redacted] The complainant states that weare not standing by a product he purchased last yearI have looked in to thisand found that this statement is incorrect First off he purchased the filter on4/22/17(copy enclosed) not last year as stated and after he contacted us on4/19/we agreed to cover the filter under the terms of the warranty (accountnotes and warranty enclosed)The warranty terms are in part as followsIn thesecond year after purchase the manufacturer covers 10% of the replacementcost which is what we told the customerApparently he is unhappy with theterms of the manufacturer's warrantyBecause he is so unhappy I can offer a25% discount off a replacement filter as a one time courtesyAll he needs to dois contact our Customer Service department and we will extend the discount.Please let me know if you have further questions, or if you require additionalinformation!Thank you!Judy [redacted] Customer Experience SupervisorLeisure Living [redacted]
Customer has opened complaint ID # [redacted] The customer is disputing our return policy regarding the items return conditionThis charge was relating to a sales order that the customer placed over the web with our company (web order number [redacted] ; internal order number [redacted] - see attached)The sales order was for QTY 1- [redacted] INGROUND AUTOMATIC POOL CLEANERThis order was placed on 2/12/and was delivered on 2/17/under FedEx tracking number [redacted] (see attached)The customer contacted our Customer Service Department on 3/4/and stated they would like to return their unopened cleanerThe customer was advised per our terms of sale (see attached) that if the item was returned in resalable condition; they would receive a direct refundThe cleaner was not returned by the customerThe customer contacted our Customer Service Department again on 7/27/2015; and spoke to our Customer Service ManagerOur Customer Service Manager advised the customer per our terms of sale; we accept returns on most orders within days of purchase, however if the item was returnedin resalable condition, we would be happy to issue an in store credit to be used towards another purchaseThe customer returned the item to our warehouse, and upon inspection the item appeared to have been opened and used; as it was returned with sand in the cleaner, hose and boxPer our terms of sale, returned items must be unopened, clean and in resalable condition; otherwise they are non refundableOn 8/3/our Customer Service Manager contacted the customer and advised that due to the item being returned in non resalable condition, that it was non refundable; and being returned back to themThe item was returned back to the customer on 8/6/under [redacted] tracking number [redacted] (see attached)Please let me know if you have further questions or concerns or if you need any additional informationThank you, Tricia LC Customer Service Specialist Leisure Living
This is in response to complaint ID # [redacted] The complainant states that they are unhappy with the quality of two solar covers they received and of the terms of the manufacturers warrantyThey have requested either a refund or are placement of a different coverTherefore as they have purchased clear mil solar covers we have decided to send them an item number [redacted] which is an mil ultimate blue one as a no charge courtesy (copy of the order is attached)This should resolve the customer's complaintPlease let me know if you have further questions, or if you require additional information!Thank you!Judy B [redacted] Customer Experience Supervisor Leisure Living [redacted]
This is in response to complaint ID # [redacted] The complainant states that thepool liner they just installed has a seam separationThe pool liner in questionwas purchased in April of this year by our customer [redacted] (Sales orderattached)Apparently he sold his house and along with it his pool to thecomplainantMrs [redacted] contacted us in June stating that the liner is leaking.Although this is not our customer we contacted the manufacturer as a courtesy.At that time the manufacturer was willing to send them a mil liner at nocharge but the complainant said that was unacceptableEven though we areunder no obligation to do so, we are trying to work with the complainant to get areplacement liner but so far they have turned down our offer and except for thiscomplaint we have not heard from them since 7/18/I have attached thenotes from the purchasers accountPlease let me know if you have furtherquestions, or if you require additional information!Thank you!Judy [redacted] Customer Experience SupervisorLeisure Living [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
This is in response to! complaint ID # [redacted] The complainant is unhappy that her liner is not covered under the manufacturers warrantyShe states that she had a sonar test done and it showed the liner has leaks along the seam line.This damage is usually caused by insect infestation and what reinforces this further is she had tO replace the liner the previous year as wellHowever because the manufacturer will not replace the liner we have decided as a onetime courtesy to issued a refund for the price she paid for the replacement last yearA refund for $has been issued and will be fully processed in the next couple of daysPlease let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]
Revdex.com: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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards, [redacted] The company stated that the pump was plugged into an extension cord and that was not correctThe pump was first plugged into the ac outlet and it shot sparks which meant that the cord/plug was grounded wrongMy husband then checked it withe extension cord and it still shot sparks which confirmed that the pumps cord was ground wrong The pump was new and should have been taken back with no problemI should not have had to file a complaint with the Revdex.comThe pump was shipped back to me but my husband has not had time to check it outUpon checking the pump, if it is found to work properly, I will then close this case
This is in response to complaint ID # [redacted] The complainant is unhappy withthe terms of the manufacturer's warrantyThe original purchase date was6/9/It was replaced once under warranty on 9/29/he also requested alarger cover so he paid the price differenceHe contacted us again at the end ofMarch and again his cover was determined to be covered under the warranty.Under the terms of the warranty he is required to pay in proration andfor shipping/handling for a total of He is not happy with this.Therefore as a one time courtesy we can offer 50% off of the current retailwhich is I have notes this in his account so all he has to do is call us andwe will place his orderFor your convenience I have enclosed copies of hisoriginal order, the replacement order, and notes from his accountPlease let meknow if you have further questions, or if you require additional information!Thank you!Judy [redacted] *Customer Experience SupervisorLeisure Living [redacted]
Revdex.com: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.The original cover was purchased in fall and was broken in pieces in the 2nd summer When I called the company about the problem, the sales rep recommended a different brand to me which was "Clear Diamond", it costs $more than the original one so I paid the difference plus shipping for the replacement cover and thought that would last for years as the rep told meHowever, the replacement that I received was supposed be much better quality, yet the plastic bubbles have been falling off the cover during the first months of use, layers and layers of them float on the water when every time I uncover the pool and I had to spend at least minutes trying to get them out with a net, I swim everyday in summer and am really tired of dealing with those plastic bubblesWe use solar cover only in summer which is about months a year and the replacement cover is unusable after months of use, it is a lot worse than the original one I got It is a common sense that if the replacement product that consumer paid extra to upgrade to turns out worse than the original one, and when the consumer comes to you for a justice, you don't just throw your warranty policies at their faces and tell them that they're basically screwed and just deal with the 3-month of product lifetime on their own simply because it's a "replacement" In my case, this cover did not even work property for months, the bubbles started falling off after few days since we started using it in June this year and it has reached a point that I cannot deal with it any moreI uploaded a short video on YouTube that clearly shows the bubbles on the cover became crispy within months and can be easily wiped off the cover by hand, [redacted] Our pool cleaning guy who comes once a week told me that not to use this cover any more after he spent an entire minutes to clean most of the bubbles out of the pool few days agoThere were still some in the water and he said that he would get it done next week as he had other pools need to work on before sunsetHe said that the bubbles affected the water quality and if I keep using this cover, they would have to cancel our contract with themI attached a photo of the current condition of the replacement cover as of 9/20/16, the condition seems worse everyday, it had been rolled up for few days since the pool guy told me to stop using itWe unrolled it today because we were replacing a part on the solar cover reel, I surprisingly found some big long rips in the pool that were not there few days ago, I wasn't in a shock or anything because I was aware of the bubbles becoming crispy, I was more disappointed and frustrated than surprisedThe company should have reported this issue to the manufacturer for an explanation by now, but they didn't, they were more interested in repeating their warranty terms to the world and figuring out a "deal" that looks like a favor the consumer but actually is just a math game to cover their own costThis company has some tricky and careless reps I trusted them and went by their recommendation when choosing the replacement after last summer, I paid an extra $to upgrade to a worse product plus 100% of shipping, I will accept a different brand of new cover at no cost to me and I agree to provide the company with a pre paid shipping label and cover the postage 100% (again)This cover is $cheaper than the replacement cover that I have now and is what I will accept: [redacted] I do not care for a new warranty with the 2nd replacement, their warranty policy is NOT used to stand behind products but to look after their walletAfter sending a defective replacement at consumer's shipping cost, they get you by the original date of purchase and their "pro-ration rate", they make sure that the rate is more than enough to cover their cost and that the consumer pays for shipping every time, so what to lose?!That is not how a reputable company stands behind their product especially after the product breaks down in a year or so and the replacement breaks in monthsThe price that they quoted me for the 2nd replacement after their pro-ration rate and "discounts" was only $cheaper than buying a new cover with full warranty, that was an insult to me and it angers meI will send the company a 12"x12" sample of the defective cover as soon as I hear back from them.Regards, [redacted]
Revdex.com: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] What do they mean by the two statements of what is covered in the warranty-delamination and seam ? The cover didn't even last a year so there is definitely something wrong with their products I would like to receive a full refund and a copy of their year warranty Since we had bought a previous cover from them that didn't last very long either, I do not wish to purchase another defective product from them Thank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me How do I get the RMA number, etc.?Also, I have changed jobs and the email address under which this complaint was filed no longer is activePlease use this address: [redacted] Regards, [redacted]
This is in response to complaint ID # [redacted] The complaint is unhappy that they cannot return their incorrectly ordered, [redacted] pool liner for a refundOn 6/11/the customer called and placed an order with one of our sales repsHe gave her the item number for a [redacted] pool liner and a gasket to install the linerPrior to calling, his wife went online and typed in the keywords [redacted] pool linerThis caused every pool liner we sell to pull up because of the key words “pool” and “liner”So based on this his wife thought all of these liners would work for their pool and randomly chose one of themShe gave this item number to her husband and he called us to place his orderThe order was placed and it shipped the same dayOn 6/19/the customer called and wanted to return the liner because the installer they hired told them that the liner would not work because they own a [redacted] poolThis type of pool requires a [redacted] liner which we do not carryHe was told he could not return the liner because as is stated in our terms of sale it was opened and installation had been attemptedNormally we would have offered a discount off a replacement liner, but as stated earlier we do not sell the type he needs I have included a copy of the terms of sale for your conveniencePlease let me know if you have further questions, or if you require additional information! Thank you! Judy B [redacted] Customer Experience Supervisor Leisure Living Main Street Tonawanda, NY ###-###-####
Revdex.com: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] I completely disagree with the business's handling of this situationI wish I didn't have to return the pool reel, but I (nor a professional pool person, in addition to another professional handyman) could not install the piece of equipment after having been told by the company that it was "easy to install"So, this is 100% unfair to charge me a restocking fee after the company reassured me that it would be no problem to installI would like a refund of the stocking fee because they did not honor the fact that the equipment was unable to be installed (out of my control, not what they claimed about it being easy to install -was definitely not) Kind regards, [redacted] ***
This is in response to complaint ID [redacted] The complainant is unhappy that his pool liners damage is not covered under the warrantyActually we do not know if the damage is covered or not because he has not sent photosOn 9/9/the complainant called and spoke to one of our repsHe stated that there was a hole at the base of tiled sidewall of the poolThe rep he talked to told him that seam separation is covered but tears or rips are notShe suggested he send a photo for our techs to look atBut to date he has not done soHe is more than welcome to do soIf his liner has a defect that is covered under warranty we will be happy to replace it under the terms of the warrantyIn his complaint he also states that the warranty card does not state that that only seam separation is coveredHe is correct it does not but it does say that punctures in the liner are not coveredI have attached a copy of this warranty for your convenience.Please let me know 'if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]