Dear ***, This customers issue has been resolvedWe have issued order number *** for a warranty replacement for her pool linerI have attached a copy for your conveniencePlease let me know if you have further questionsIf not then we will consider this complaint closedThank you,
*** *** Customer experience Supervisor Leisure Living
This is in response to complaint ID #[redacted]. The complainant is unhappy that she cannot return a pool slide cover because it is over our 30 day return policy.The purchase date was 11/24/15 and she called us on 1/26/16 requesting areturn authorization. This is a full two months after the purchase...
date. Therefore she was told it could not be returned. However we are willing to make an exception, provided the cover is unused, unfolded and in it original packaging. Itmust be in resalable condition. Once she sends it back and is returned to stock are fund less our normal 20% restocking fee will be processed. I have issued a RMA (return authorization) for the return. The number is [redacted]. This number should be marked on the package when she sends it back. I have included acopy of our return policy 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]
Customer has reopened complaint ID # [redacted]. Customer is disputing shipping and handling charges in regards to a replacement solar cover under warranty. We apologize for the inconvenience the customer has experienced. We are actively working on making the warranty information fully available to the customer at the time of purchase, so they can make an informed decision. We would like to honor the customers request to waive the shipping costsassociated, and offer them a replacement solar cover under warranty for only the prorated cost of $42.50. The customer may contact me directly; and I would be happy to assist them in completing the order for their replacement solar cover under warranty, at the prorated rate of $42.50. Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. [redacted] Customer Service Specialist
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 situation. I 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 install. I 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]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the best I could do considering the vast number of similar complaints and resolutions concerning the same item. I still feel burned and the solar cover is complete junk. I feel this business is committing fraud against consumers and the Revdex.com should do something about it. At least give this business a poor rating. How many bad reviews does it take??? Regards, [redacted]
This is in response to complaint ID #[redacted]. The complainant states that the pool he ordered is missing parts, and said the wall was damaged as well, this was several weeks after the pool was delivered and signed for free and dear.When the customer signed the delivery receipt he did not note any...
damage and did not state that any parts were missing (a copy is enclosed).The delivery occurred on 6/09/17. We first heard back from the customer towards the end of June. He called several times stating once that he thought the wall was too short and then later stating it was damaged. We have since sent the missing parts but feel the damage to the walls is something the customer or his installers did after it was delivered. We will work with the customer to get a replacement wall if needed by offering a discounted rate for the wall. 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]
This is in response to complaint ID #[redacted]. The complainant states he received the wrong size pool liner and would like a refund. But as you will see below, he clearly ordered the wrong size. And since it was open and he tried to install it he cannot return it for a refund.The following is the...
sequence of events. On 5/27/2016 he placed an online order for a 24 round pool liner on our website [redacted]. It was delivered on 6/2/2016. On 6/6/2016 he called our customer service department and talked to one of our reps. He told her that he tried to install the pool liner but it was too big for his pool. Our rep asked him to send photo's showing measurements of his pool and of his liner but he refused stating that it was too much work to do so.He went on to say that he was just going to dispute the credit card charge and hung up. In the course of the investigation the rep noticed that he had ordered a 21 round pool cover from us In the past and noted this in his account. We did not hear anything else from him until we received this complaint. While looking into to this complaint I found another order from the same customer. On 6/12/2016 he placed another order. However this time he placed an order on our [redacted] site. The order is for a 21 round pool liner. It is due to be delivered to him today! He probably does not realize we are the same company. Therefore since this information clearly shows he ordered the wrong size liner we will not be issuing a refund as he requested. I have included copies of the purchase of both liners and the cover he purchased in 2010 and the notes from his account.Please 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 complaint states that the customer is looking for a replacement valve for her sand filter which she feels should be covered under warranty. I checked her account, she called last night and talk to one of our sales reps and he placed a no...
charge order for the valve. Therefore she is all set. The valve will ship later today and she should receive it in just a couple of days. The USPS tracking number is [redacted]. I have attached a copy of the no charge order below. Please let me know if you have further questions, or if you require additional information! Thank you! Judy B[redacted] Customer Experience Supervisor Leisure Living
Customer has opened complaint ID # [redacted]. Customer is stating that a charge with ourcompany was unauthorized. This charge was relating to a sales order that the customer placedover the web with our company (internal order number [redacted]- see attached). The salesorder was for a 1800gph pool...
cover pump by Rule.This order was placed on 3/11/2014 and was delivered on 3/15/2014 under FedEx trackingnumber [redacted] (see attached).The billing address for this order was verified as a valid by the attached AVS (Address VerificationServices) for billing street address and billing zip code match the cardholders address.This order has the same billing and shipping address so by the above conditions this was a validtransaction.There was a glitch in the billing process for this order and the credit card was authorized butnever settled upon until recently. Please check the customer's records and you will be able toconfirm that the customer was only charged once.We apologize to the inconvenience to the customer, but this order has now been fully billed.The customer has already filed a chargeback for this claim; and the resolution was in our favor,and closed.Please let me know if you have further questions or concerns or if you need any additionalinformation.Thank you,Tricia L. C[redacted]Customer Service SpecialistLeisure Living
Customer has opened complaint ID # [redacted]. This complaint is relating to a sales order that the customer placed over the web with our company on 2/18/2016 (web order number [redacted]; internal order number [redacted] -see attached). This order was for qty 1 -1 [redacted] Pool Pump W/3 Ft Twist...
Lock Plug.The customer contacted our Customer Service Department on 3/10/2016, and advised that she ordered the incorrect pump. The customer was advised per our Terms of Sale (please see attached) that the pump must be unopened, clean and in resalable condition. The customer was also advised that a 20% restocking fee will be charged for returns; original shipping and handling costs will not be refunded, and the customer is responsible for all return shipping costs.When the pump returned to our warehouse on 4/1/2016; upon inspection it was determined that the pump was unfortunately not in resalable condition, as it had been opened and used ·by the customer.As the pump was unfortunately not unopened, clean and in resalable condition; we were unable to return the pump to stock and refund the customer. The pump returned to the customer under FedEx tracking number [redacted]; and was delivered to the customer on 4/6/2016 (please see attached).We would be happy to assist the customer in determining which pump would be compatible with their pool; the customer can contact us at [redacted] and request to speak with our Custom Sales Department. we would be happy to offer the customer a 15% discount, and free shipping and handling on the purchase of a new pump ..We apologize for the inconvenience the customer has experienced. Please let me know if you have further questions or concerns or if you need any additional information.Thank you,Tricia [redacted]Customer Service Specialist Leisure Living [redacted]
This is in response to Complaint ID # [redacted]; the customer contacted us and spoke to our Customer Service Manager regarding a swimming pool liner warranty claim. Upon review of the manufacturer's warranty information (see attached); it is stated that the manufacturer's warranty warrants the liner...
to be free of manufacturer defects; specifically the separation of a welded seam. This pertains to both the seam from pool wall to pool floor; as well as to the wall seam. However it is also stated that the manufacturer's warranty unfortunately does not warrant against damage, tears or punctures due to improper handling; or wearing due to exposure of the elements or chemicals.Please see attached photo of the damage to the customer's liner. It does not illustrate a seam separation; it appears to illustrate a tear in the liner - which is unfortunately an exclusion of the manufacturer's warranty. We apologize for all the issues the customer has had with the liner; and our Customer Service Manager offered the customer a 20% discount towards the purchase of a new liner, as the damage to the customer's liner was not covered under warranty.The customer may contact me directly; and I would be happy to assist them in completing the order for their new liner with the 20% discount. Please let me know if you have further questions or concerns; or if you need anyadditional information. Thank you, [redacted] L. [redacted] Customer Service Specialist716-773-7500- ext 281
Additional response to Complaint ID# [redacted]. Customer is having an issue with a winter cover warranty claim. Upon further review of the manufacturer's warranty information; it is stated that the manufacturer's warranty warrants the cover to be free of manufacturer defects such as delamination or a separation of a welded seam. However it is also stated that the manufacturer's warranty does not warrant against tears or punctures, stress tears due to placement of heavy objects to hold the cover down, or damage cause by weather or improper handling. We apologize for all the issues the customer has had with this order, and we are happy to extend the coverage to cover the winter cover under manufacturer's warranty in this case as a customer courtesy. The only charges the customer will be responsible to pay is $28.09 for shipping of the replacement cover; as outlined by the manufacturer's warranty guidelines. The customer may contact me directly; and I would be happy to assist them in completing the order for their warranty replacement winter cover. This 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] Customer Service Specialist Leisure Living
This is in response to complaint ID [redacted]. The complainant is unhappy that his pool liners damage is not covered under the warranty. Actually we do not know if the damage is covered or not because he has not sent photos. On 9/9/16 the complainant called and spoke to one of our reps. He stated...
that there was a hole at the base of tiled sidewall of the pool. The rep he talked to told him that seam separation is covered but tears or rips are not. She suggested he send a photo for our techs to look at. But to date he has not done so. He is more than welcome to do so. If his liner has a defect that is covered under warranty we will be happy to replace it under the terms of the warranty. In his complaint he also states that the warranty card does not state that that only seam separation is covered. He is correct it does not but it does say that punctures in the liner are not covered. I 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]
This is in response to complaint ID #[redacted]. The complainant is unhappy that her solar cover damage is not covered under the manufacturer's warranty. The warranty is very clear as to what is covered. Seam separation and delamination are the only two conditions that are covered .. The photo the...
complainant sent shows the cover is torn down the middle. The warranty specifically states that rips and tears are nqt covered. We informed her of this and offered her a 15%discount on a replacement. This offer still stands. I have attached a copy of the photo and a copy of the warranty for your convieience. 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]
This is in response to complaint ID #[redacted]. The complainant is unhappy about the manufacturer’s warranty procedure. To obtain warranty coverage from the manufacturer the customer is required to send us a 12” x 12” piece of the cover which we then submit to the manufacturer for the warranty...
replacement. This is not a stall tactic as the customer stated but a mandatory requirement from the manufacturer. However since the customer is so unhappy we have decided to forgo the sample piece and standard warranty and offer a one time courtesy replacement for 50% off the current retail. I have placed notes in his account stating this so all he need do is call us to take advantage of the offer. Please let me know if you have further questions, or if you require additional information! Thank you! Judy B[redacted] Customer Experience Supervisor Leisure Living 532 Main Street Tonawanda, NY 14150 ###-###-####
This is in response to complaint ID #[redacted]. The complainant states that she is upset because her pool had not arrived at the time of her complaint. Here is the sequence of events. On 6/5/17 she called and placed an order for a pool and assorted items pertaining to the pool. The order was placed...
and she was advised that while the assorted items would ship from our warehouses and arrive in a few days the pool itself would ship from the manufacturer in approximately 2 weeks. She called us on 6/16/17 very upset because she had installers at her house but the pool had not yet been delivered. We contacted the manufacturer and found they were right on schedule. The pool was due to ship on 6/19/17,which was exactly 2 weeks from the order date. It shipped on the 19th and was delivered to her on 6/23/17. We are very sorry the customer is so upset but we cannot be sure why she had scheduled installers before the pool was due. She states in her complaint dated 6/19/17 that she wants her pool and that has occurred. However because she is so upset we have issued a $100.00 in store credit which she can use o n any future purchase. 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]
This is in response to complaint ID #[redacted]. The complainant states that he is unhappy with the pool liner he purchased off our [redacted] site stating the pattern is a little messed up. So we asked him to send photo's which he did. The photos do not show much so it is difficult to access the problem....
He called several times and we offered a couple of solutions including a partial refund if he chose to keep the liner his other option was to follow [redacted] protocol to get a brand new replacement liner. He did not want the latter choice because of installation and water costs. He became irate and difficult to deal with (see attached notes) and we advised him to go through [redacted]. We have not heard back until now.Because of his unhappiness we have gone ahead a processed RMA return authorization which will be processed as a full refund.(See attached). This should resolve the customer's complaint. Please 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]
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.First off this is really not fair the business can take weeks to respond & I have 5 days. So with that said I am going to do my best on this cheap phone. my laptop is not with me . The company still not seeing my point in my complaints. When I shopped around to buy this linner I choose them because of their ad. which I will attach. And when you purchase something since when do you get to read fine print on the warranty until after you have received your product. I feel when a company list in their "beaded Linner Features: Extra heavyduty, 100%vinyl material PROTECTED AGAINST CHEMICALS AND UV FADING RESISTANCE IN THE INDUSTRY" PLEASE explain to me what I am missing , for I am so confused. PROTECTED? BUT NOT BY SELLER OR MANUFACTURER? When buying such a beautifully colored liner with 25 yr warranty . I expect the colors to last more than a year!! Then on down in the warranty section it reads "PLEASE NOTE NOTE THAT WARRANTIES ARE FOR PRODUCT REPLACEMENT ONLY BASED ON DEFECTIVE WORKMANSHIP OR MATERIALS. NO REFUND WILL BE GIVEN. YOU MAY BE RESPONSIBLE FOR ALL SHIPPING COST.-25 GAUGE LINERS (25GA) ARE BACKED BY A 25 YEAR MANUFACTURES WARRANTY.Then o down in ad listing it reads:Refunds/Exchanges: A processing fee of 20% will apply to the value of all Marchand is returned for refund. PROESSING FEES MAY BE WAIVED ON EXCHANGES ,ASK OUR SERVICE DEPARTMENT ABOUT THIS WHEN PROCESSING YOUR EXCHANGE. No refunds only exchanges then add 20% to refund.. waive the processing fee for exchange. Again I am confused. Never once is anything mention about a prorated amount on a linner their now saying only covered onits seems. To some folks $100+$ is not alot of money . But to a grandmother who sits in the blazing son 9am/730 pm selling cheap quality produce to make a dollar & make sure other homes eat well. This $100+$ is a major amount. Now not aware of the issues dealing with this case. I started draining pool before I contacted anyone. Not aware of the linner shrinking. So along with all the other expenses I have already had to bare because of false advertising, misleading advertising, how ever you wanna label this case. .. I now have even bigger issues. My grand babies kept on & on wanting couple feet of water. So I did just that couple feet. Now 3 sections of my metal walls are bent rolling in . I just do not understand how or why I should have to be the one to be responsible for all these expenses. What have I did wrong . I trusted a online company to stand behind its product. As for the manufacturer offering as courtesy to cover with the prorated amount. How about the seller to cover the prorated amount that they listed may be wavied Since my exchange has nothing to do with my wrong. This company needs to do as listed "PROTECT". I first addressed this matter in May now it is July. My summer is about over by the time This case is settled & I do somehow get the linner I Rightfully should receive it's gonna be Aug. I have sent friends to [redacted] & I KNOW 2 of the people I referred spent over $400. I deeply feel the right thing to do here is do right by the ad/listing & satisfied customers. I Thank you in advance in hopes to having a positive closing in this case.I wish I could use the options available like high lighting & bold. But since the russ to respond is laid in my lap. I pray the time is taken to read with open eyes with no need for all the extras to grab attention.
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.
First, my cover is disintegrating. I have pieces floating in my pool and in my skimmer basket. I provided photos that illustrate this. It is quite unreasonable to suggest that "delamination" is covered under the warranty, but "disintegration" is not. Second, I have learned that this business offers a completely unethical warranty on this product. The following is directly cut and pasted from an email from this business regarding the warranty on this cover:Pro-ration Percentage 50.00%Pro-ration Cost $55.00Shipping Fee $32.26Handling Fee $10.95Heavy Fee $15.00Upgrade Fee $0.00Total Replacement Cost $113.21Yet, the price of this solar cover purchased brand new is: $109.99 (free shipping/handling).
I only learned this information after multiple emails with this business. This is completely unethical and misleading to the consumer. I absolutely do not accept the resolution offer by the business.
Regards,
[redacted]
This is in response tp complaint ID #[redacted]. The complainant is unhappy with the manufacturer's warranty costs for his solar cover replacement. He purchased the solar cover 3 years ago and based on this he is in the prorated portion of his warranty. He is required to pay 60% proration; current...
retail$69.99 x 60% = $41.99 and $22.30 for shipping bring his total to $64.29. We cannot waive the manufacturers' proration but because the complainant is so unhappy we will cover the shipping cost as a courtesy. Therefore all he needs to do is submit a 12" x 12" piece of the cover and we will send him a replacement for $41.99. I have includuded a copy of the manufactures warranty for your convenience. Please jet me know if you have further questions, or if you requirea dditional information!
Dear ***, This customers issue has been resolvedWe have issued order number *** for a warranty replacement for her pool linerI have attached a copy for your conveniencePlease let me know if you have further questionsIf not then we will consider this complaint closedThank you,
*** *** Customer experience Supervisor Leisure Living
This is in response to complaint ID #[redacted]. The complainant is unhappy that she cannot return a pool slide cover because it is over our 30 day return policy.The purchase date was 11/24/15 and she called us on 1/26/16 requesting areturn authorization. This is a full two months after the purchase...
date. Therefore she was told it could not be returned. However we are willing to make an exception, provided the cover is unused, unfolded and in it original packaging. Itmust be in resalable condition. Once she sends it back and is returned to stock are fund less our normal 20% restocking fee will be processed. I have issued a RMA (return authorization) for the return. The number is [redacted]. This number should be marked on the package when she sends it back. I have included acopy of our return policy 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]
Customer has reopened complaint ID # [redacted]. Customer is disputing shipping and handling charges in regards to a replacement solar cover under warranty. We apologize for the inconvenience the customer has experienced. We are actively working on making the warranty information fully available to the customer at the time of purchase, so they can make an informed decision. We would like to honor the customers request to waive the shipping costsassociated, and offer them a replacement solar cover under warranty for only the prorated cost of $42.50. The customer may contact me directly; and I would be happy to assist them in completing the order for their replacement solar cover under warranty, at the prorated rate of $42.50. Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. [redacted] Customer Service Specialist
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 situation. I 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 install. I 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]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the best I could do considering the vast number of similar complaints and resolutions concerning the same item. I still feel burned and the solar cover is complete junk. I feel this business is committing fraud against consumers and the Revdex.com should do something about it. At least give this business a poor rating. How many bad reviews does it take??? Regards, [redacted]
This is in response to complaint ID #[redacted]. The complainant states that the pool he ordered is missing parts, and said the wall was damaged as well, this was several weeks after the pool was delivered and signed for free and dear.When the customer signed the delivery receipt he did not note any...
damage and did not state that any parts were missing (a copy is enclosed).The delivery occurred on 6/09/17. We first heard back from the customer towards the end of June. He called several times stating once that he thought the wall was too short and then later stating it was damaged. We have since sent the missing parts but feel the damage to the walls is something the customer or his installers did after it was delivered. We will work with the customer to get a replacement wall if needed by offering a discounted rate for the wall. 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]
This is in response to complaint ID #[redacted]. The complainant states he received the wrong size pool liner and would like a refund. But as you will see below, he clearly ordered the wrong size. And since it was open and he tried to install it he cannot return it for a refund.The following is the...
sequence of events. On 5/27/2016 he placed an online order for a 24 round pool liner on our website [redacted]. It was delivered on 6/2/2016. On 6/6/2016 he called our customer service department and talked to one of our reps. He told her that he tried to install the pool liner but it was too big for his pool. Our rep asked him to send photo's showing measurements of his pool and of his liner but he refused stating that it was too much work to do so.He went on to say that he was just going to dispute the credit card charge and hung up. In the course of the investigation the rep noticed that he had ordered a 21 round pool cover from us In the past and noted this in his account. We did not hear anything else from him until we received this complaint. While looking into to this complaint I found another order from the same customer. On 6/12/2016 he placed another order. However this time he placed an order on our [redacted] site. The order is for a 21 round pool liner. It is due to be delivered to him today! He probably does not realize we are the same company. Therefore since this information clearly shows he ordered the wrong size liner we will not be issuing a refund as he requested. I have included copies of the purchase of both liners and the cover he purchased in 2010 and the notes from his account.Please 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 complaint states that the customer is looking for a replacement valve for her sand filter which she feels should be covered under warranty. I checked her account, she called last night and talk to one of our sales reps and he placed a no...
charge order for the valve. Therefore she is all set. The valve will ship later today and she should receive it in just a couple of days. The USPS tracking number is [redacted]. I have attached a copy of the no charge order below. Please let me know if you have further questions, or if you require additional information! Thank you! Judy B[redacted] Customer Experience Supervisor Leisure Living
Customer has opened complaint ID # [redacted]. Customer is stating that a charge with ourcompany was unauthorized. This charge was relating to a sales order that the customer placedover the web with our company (internal order number [redacted]- see attached). The salesorder was for a 1800gph pool...
cover pump by Rule.This order was placed on 3/11/2014 and was delivered on 3/15/2014 under FedEx trackingnumber [redacted] (see attached).The billing address for this order was verified as a valid by the attached AVS (Address VerificationServices) for billing street address and billing zip code match the cardholders address.This order has the same billing and shipping address so by the above conditions this was a validtransaction.There was a glitch in the billing process for this order and the credit card was authorized butnever settled upon until recently. Please check the customer's records and you will be able toconfirm that the customer was only charged once.We apologize to the inconvenience to the customer, but this order has now been fully billed.The customer has already filed a chargeback for this claim; and the resolution was in our favor,and closed.Please let me know if you have further questions or concerns or if you need any additionalinformation.Thank you,Tricia L. C[redacted]Customer Service SpecialistLeisure Living
Customer has opened complaint ID # [redacted]. This complaint is relating to a sales order that the customer placed over the web with our company on 2/18/2016 (web order number [redacted]; internal order number [redacted] -see attached). This order was for qty 1 -1 [redacted] Pool Pump W/3 Ft Twist...
Lock Plug.The customer contacted our Customer Service Department on 3/10/2016, and advised that she ordered the incorrect pump. The customer was advised per our Terms of Sale (please see attached) that the pump must be unopened, clean and in resalable condition. The customer was also advised that a 20% restocking fee will be charged for returns; original shipping and handling costs will not be refunded, and the customer is responsible for all return shipping costs.When the pump returned to our warehouse on 4/1/2016; upon inspection it was determined that the pump was unfortunately not in resalable condition, as it had been opened and used ·by the customer.As the pump was unfortunately not unopened, clean and in resalable condition; we were unable to return the pump to stock and refund the customer. The pump returned to the customer under FedEx tracking number [redacted]; and was delivered to the customer on 4/6/2016 (please see attached).We would be happy to assist the customer in determining which pump would be compatible with their pool; the customer can contact us at [redacted] and request to speak with our Custom Sales Department. we would be happy to offer the customer a 15% discount, and free shipping and handling on the purchase of a new pump ..We apologize for the inconvenience the customer has experienced. Please let me know if you have further questions or concerns or if you need any additional information.Thank you,Tricia [redacted]Customer Service Specialist Leisure Living [redacted]
This is in response to Complaint ID # [redacted]; the customer contacted us and spoke to our Customer Service Manager regarding a swimming pool liner warranty claim. Upon review of the manufacturer's warranty information (see attached); it is stated that the manufacturer's warranty warrants the liner...
to be free of manufacturer defects; specifically the separation of a welded seam. This pertains to both the seam from pool wall to pool floor; as well as to the wall seam. However it is also stated that the manufacturer's warranty unfortunately does not warrant against damage, tears or punctures due to improper handling; or wearing due to exposure of the elements or chemicals.Please see attached photo of the damage to the customer's liner. It does not illustrate a seam separation; it appears to illustrate a tear in the liner - which is unfortunately an exclusion of the manufacturer's warranty. We apologize for all the issues the customer has had with the liner; and our Customer Service Manager offered the customer a 20% discount towards the purchase of a new liner, as the damage to the customer's liner was not covered under warranty.The customer may contact me directly; and I would be happy to assist them in completing the order for their new liner with the 20% discount. Please let me know if you have further questions or concerns; or if you need anyadditional information. Thank you, [redacted] L. [redacted] Customer Service Specialist716-773-7500- ext 281
Additional response to Complaint ID# [redacted]. Customer is having an issue with a winter cover warranty claim. Upon further review of the manufacturer's warranty information; it is stated that the manufacturer's warranty warrants the cover to be free of manufacturer defects such as delamination or a separation of a welded seam. However it is also stated that the manufacturer's warranty does not warrant against tears or punctures, stress tears due to placement of heavy objects to hold the cover down, or damage cause by weather or improper handling. We apologize for all the issues the customer has had with this order, and we are happy to extend the coverage to cover the winter cover under manufacturer's warranty in this case as a customer courtesy. The only charges the customer will be responsible to pay is $28.09 for shipping of the replacement cover; as outlined by the manufacturer's warranty guidelines. The customer may contact me directly; and I would be happy to assist them in completing the order for their warranty replacement winter cover. This 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] Customer Service Specialist Leisure Living
This is in response to complaint ID [redacted]. The complainant is unhappy that his pool liners damage is not covered under the warranty. Actually we do not know if the damage is covered or not because he has not sent photos. On 9/9/16 the complainant called and spoke to one of our reps. He stated...
that there was a hole at the base of tiled sidewall of the pool. The rep he talked to told him that seam separation is covered but tears or rips are not. She suggested he send a photo for our techs to look at. But to date he has not done so. He is more than welcome to do so. If his liner has a defect that is covered under warranty we will be happy to replace it under the terms of the warranty. In his complaint he also states that the warranty card does not state that that only seam separation is covered. He is correct it does not but it does say that punctures in the liner are not covered. I 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]
This is in response to complaint ID #[redacted]. The complainant is unhappy that her solar cover damage is not covered under the manufacturer's warranty. The warranty is very clear as to what is covered. Seam separation and delamination are the only two conditions that are covered .. The photo the...
complainant sent shows the cover is torn down the middle. The warranty specifically states that rips and tears are nqt covered. We informed her of this and offered her a 15%discount on a replacement. This offer still stands. I have attached a copy of the photo and a copy of the warranty for your convieience. 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]
This is in response to complaint ID #[redacted]. The complainant is unhappy about the manufacturer’s warranty procedure. To obtain warranty coverage from the manufacturer the customer is required to send us a 12” x 12” piece of the cover which we then submit to the manufacturer for the warranty...
replacement. This is not a stall tactic as the customer stated but a mandatory requirement from the manufacturer. However since the customer is so unhappy we have decided to forgo the sample piece and standard warranty and offer a one time courtesy replacement for 50% off the current retail. I have placed notes in his account stating this so all he need do is call us to take advantage of the offer. Please let me know if you have further questions, or if you require additional information! Thank you! Judy B[redacted] Customer Experience Supervisor Leisure Living 532 Main Street Tonawanda, NY 14150 ###-###-####
This is in response to complaint ID #[redacted]. The complainant states that she is upset because her pool had not arrived at the time of her complaint. Here is the sequence of events. On 6/5/17 she called and placed an order for a pool and assorted items pertaining to the pool. The order was placed...
and she was advised that while the assorted items would ship from our warehouses and arrive in a few days the pool itself would ship from the manufacturer in approximately 2 weeks. She called us on 6/16/17 very upset because she had installers at her house but the pool had not yet been delivered. We contacted the manufacturer and found they were right on schedule. The pool was due to ship on 6/19/17,which was exactly 2 weeks from the order date. It shipped on the 19th and was delivered to her on 6/23/17. We are very sorry the customer is so upset but we cannot be sure why she had scheduled installers before the pool was due. She states in her complaint dated 6/19/17 that she wants her pool and that has occurred. However because she is so upset we have issued a $100.00 in store credit which she can use o n any future purchase. 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]
This is in response to complaint ID #[redacted]. The complainant states that he is unhappy with the pool liner he purchased off our [redacted] site stating the pattern is a little messed up. So we asked him to send photo's which he did. The photos do not show much so it is difficult to access the problem....
He called several times and we offered a couple of solutions including a partial refund if he chose to keep the liner his other option was to follow [redacted] protocol to get a brand new replacement liner. He did not want the latter choice because of installation and water costs. He became irate and difficult to deal with (see attached notes) and we advised him to go through [redacted]. We have not heard back until now.Because of his unhappiness we have gone ahead a processed RMA return authorization which will be processed as a full refund.(See attached). This should resolve the customer's complaint. Please 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]
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.First off this is really not fair the business can take weeks to respond & I have 5 days. So with that said I am going to do my best on this cheap phone. my laptop is not with me . The company still not seeing my point in my complaints. When I shopped around to buy this linner I choose them because of their ad. which I will attach. And when you purchase something since when do you get to read fine print on the warranty until after you have received your product. I feel when a company list in their "beaded Linner Features: Extra heavyduty, 100%vinyl material PROTECTED AGAINST CHEMICALS AND UV FADING RESISTANCE IN THE INDUSTRY" PLEASE explain to me what I am missing , for I am so confused. PROTECTED? BUT NOT BY SELLER OR MANUFACTURER? When buying such a beautifully colored liner with 25 yr warranty . I expect the colors to last more than a year!! Then on down in the warranty section it reads "PLEASE NOTE NOTE THAT WARRANTIES ARE FOR PRODUCT REPLACEMENT ONLY BASED ON DEFECTIVE WORKMANSHIP OR MATERIALS. NO REFUND WILL BE GIVEN. YOU MAY BE RESPONSIBLE FOR ALL SHIPPING COST.-25 GAUGE LINERS (25GA) ARE BACKED BY A 25 YEAR MANUFACTURES WARRANTY.Then o down in ad listing it reads:Refunds/Exchanges: A processing fee of 20% will apply to the value of all Marchand is returned for refund. PROESSING FEES MAY BE WAIVED ON EXCHANGES ,ASK OUR SERVICE DEPARTMENT ABOUT THIS WHEN PROCESSING YOUR EXCHANGE. No refunds only exchanges then add 20% to refund.. waive the processing fee for exchange. Again I am confused. Never once is anything mention about a prorated amount on a linner their now saying only covered onits seems. To some folks $100+$ is not alot of money . But to a grandmother who sits in the blazing son 9am/730 pm selling cheap quality produce to make a dollar & make sure other homes eat well. This $100+$ is a major amount. Now not aware of the issues dealing with this case. I started draining pool before I contacted anyone. Not aware of the linner shrinking. So along with all the other expenses I have already had to bare because of false advertising, misleading advertising, how ever you wanna label this case. .. I now have even bigger issues. My grand babies kept on & on wanting couple feet of water. So I did just that couple feet. Now 3 sections of my metal walls are bent rolling in . I just do not understand how or why I should have to be the one to be responsible for all these expenses. What have I did wrong . I trusted a online company to stand behind its product. As for the manufacturer offering as courtesy to cover with the prorated amount. How about the seller to cover the prorated amount that they listed may be wavied Since my exchange has nothing to do with my wrong. This company needs to do as listed "PROTECT". I first addressed this matter in May now it is July. My summer is about over by the time This case is settled & I do somehow get the linner I Rightfully should receive it's gonna be Aug. I have sent friends to [redacted] & I KNOW 2 of the people I referred spent over $400. I deeply feel the right thing to do here is do right by the ad/listing & satisfied customers. I Thank you in advance in hopes to having a positive closing in this case.I wish I could use the options available like high lighting & bold. But since the russ to respond is laid in my lap. I pray the time is taken to read with open eyes with no need for all the extras to grab attention.
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.
First, my cover is disintegrating. I have pieces floating in my pool and in my skimmer basket. I provided photos that illustrate this. It is quite unreasonable to suggest that "delamination" is covered under the warranty, but "disintegration" is not. Second, I have learned that this business offers a completely unethical warranty on this product. The following is directly cut and pasted from an email from this business regarding the warranty on this cover:Pro-ration Percentage 50.00%Pro-ration Cost $55.00Shipping Fee $32.26Handling Fee $10.95Heavy Fee $15.00Upgrade Fee $0.00Total Replacement Cost $113.21Yet, the price of this solar cover purchased brand new is: $109.99 (free shipping/handling).
I only learned this information after multiple emails with this business. This is completely unethical and misleading to the consumer. I absolutely do not accept the resolution offer by the business.
Regards,
[redacted]
This is in response tp complaint ID #[redacted]. The complainant is unhappy with the manufacturer's warranty costs for his solar cover replacement. He purchased the solar cover 3 years ago and based on this he is in the prorated portion of his warranty. He is required to pay 60% proration; current...
retail$69.99 x 60% = $41.99 and $22.30 for shipping bring his total to $64.29. We cannot waive the manufacturers' proration but because the complainant is so unhappy we will cover the shipping cost as a courtesy. Therefore all he needs to do is submit a 12" x 12" piece of the cover and we will send him a replacement for $41.99. I have includuded a copy of the manufactures warranty for your convenience. Please jet me know if you have further questions, or if you requirea dditional information!