De La Ronde Catering

We are unwilling to issue a refund because the customer received everything she was entitled to under the terms of the Sales AgreementHer pool and all equipment was delivered and installed (including sand and block)There was a problem with the original pool linerAs per the customer's
compplaint, she visited our store on the morning of May 15th to inform us that the pool liner was leaking - the installer was at her home the same day at 6pm and determined that the liner needed replacedOur Sales Manager met the installer at 6:30pm at our Peters Twp store (after the store had closed for the day) and provided him with pumps to drain the pool quicklyThe new liner was replaced on Sunday, May 17th and Pool & Spa Outlet paid for the replacement water, even though our Sales Agreement specifically states that water fill or water loss for any reason is the customer's responsibility. So within less than hours from the time the leak was reported, the pool was pumped out, the old liner was removed, the new liner was installed and the pool was re-filled with water.The customer expressed a concern about the upright posts when she visited the storeShe was taken to our display pool and shown that the upright posts on our display pool look the same as hersWe also put her in touch with the representative of the pool manufacturer who further assured her that the installation is fine and the pool is structurally safeThere is nothing more we can do about thatThe owner of our company, *** ***, visited her home one day last week and spoke with a gentleman who he believed to be her fatherFred explained to him that the installation is fine and the pool is safe to use.As far as her concerns regarding the location and placement of the sand filter and pump, please be advised that most of our customers provide the installers with a level location for the filter equipmentMiss *** did notOur installer graciously used some additional block that he had in his truck to help achieve an equipment padThis is not something that is included in the installation but was done to help accommodate the customerIf she prefers a more permanent and level surface, she can certainly have a concrete pad constructed if she chooses.o*** *** General ManagerPool & Spa Outlet

June 21, I am an unsatisfied customer of the Pool & Spa Outlet. Regarding the replacement water that the Pool & Spa Outlet replaced, I’m sure no customer would accept anything less. There was some type of flaw in the liner provided or in the installation process. The Sales Agreement from the Pool & Spa Outlet states “We strongly recommend the use of water trucks to quickly fill your pool and eliminate the possibility of wrinkles in the liner“ “We will be happy to schedule this service if requested.” So you strongly recommend water trucks but you were doing me a favor by replacing the water days after you installed a bad liner. I reported my complaints and concerns about the upright posts on 5/15/15/ at my home to the installer. Not at the store on 5/15. I only called the store on 5/15. I also reported my complaints/concerns to the Store Manager on the phone on 5/16. Then again in person to the Store Manager at the store on 5/(5/18/is after the installer came back to replace the liner) This is when I saw the display pool. I felt the upright posts were not perfect, but not as bad as mine. I suppose I was expecting too much to have the upright support posts to be lined up straight and plumb. I had a second complaint on this visit, it was that the filter was not set up on a level surface. The Sales Agreement does not state that the customer is responsible for providing a level location or patio stone. I was never told that I should provide a level location or patio stone. The Sales Agreement states “The cost for your pool installation includes pool and liner installation, skimmer, return filter and/or heater.” The first sentence in the Manufacturer’s instructions for the filter is “The filter system should be installed, not more than feet above pool water level, on a level concrete slab.” This doesn’t make sense to me. If the cost of installation includes the filter, the filter requires a level concrete slab, the Sales Agreement does not indicate the customer is responsible for providing the concrete slab and the customer was not told by anyone from the Pool & Spa Outlet to provide a level concrete slab, then how is this the customers responsibility and not a valid complaint? This is why I asked the Sales Manager on the morning that I visited the store (5/18/15) to have the owner call me or stop over to my home. Again, I feel as a customer, I should have received a call or visit from the owner that day or at least the next day. I did not ever hear from the owner. The owner spoke to my father on 6/9/15. My father is not the customer and did not pay for the pool and installation. I understand that the position of the Pool & Spa Outlet is that my pool is safe. However, I had other complaints as well that they were not at all concerned about. This is a strong example of poor customer service and satisfaction. I made a complaint in person on 5/18/and the owner does not respond to it until 6/9/15. This response was after my complaint was filed with the Revdex.com *** *** ***