To whom it may concern:I am very sorry to hear of your situation and bad experience to this point.I have read over your correspondence and am going to try to assist in this matter.Although, what has been described in most cases is not covered under warranty, at this point in time I am not sure,...
however I would be able to determine upon closer inspection. I would like for you to send the product to my shop for inspection. As per the warranty: "We have the right to ask for the return of a product, shipping prepaid by the buyer before a successful claim can be processed."Upon inspection, I will see if I can do even better than the terms of the pro rated portion of the warranty.Our office address:Diggers Pool Services, Inc.14032 S Kostner Ave / Unit DCrestwood, IL 60445 Thanks for your time.David [redacted]President / [email protected][redacted]
I am sorry to hear of the issues and experience that you are having and will gladly assist in this matter.Can you please provide me with the original order number so that I can help to resolve this matter?Thanks you kindly.[redacted]
Complaint: [redacted]
I am rejecting this response because: The liner was in the same box it was received in until April 22nd of 2017. The purchase was made in July but the liner wasn't installed until April, two weeks after it was installed the liner ripped by sheer weight of the water. There has yet to be a single person in the pool. My contactor can verify that the liner was opened brand new from the box. That sir is two weeks worth of use, and to be perfectly frank, if you're suggesting that even if the liner had been installed directly after purchase that your "warranty" for less than one year is a coupon? Hardly what you advertise on your website. That having been said, the liner was in fact only installed for two weeks before the seam (a manufacturer defect) ripped from sheer water weight. So, what I am suggesting is that I would like a refund for a defective product that has cost me far more than its value in the cost of water, chemicals, installation and a deck project that is now on hold.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
I am very sorry to hear that there was a problem with the pool liner.
As per the agreed upon Terms and Conditions of this sale, the time frame...
for allowable product return has long since passed, however, the product is under warranty. Please send back the product (as per the Terms of the Warranty) that came with the purchase. We will then inspect the product and conclude a pro rated cost for replacement. I also will consider a full replacement at no cost to you (except shipping) after inspection. I have designated an official RA# to implement this process. Please include RA#: [redacted]15 on the box.
I understand the situation and am willing to help. You can contact me personally at XXX-XXX-XXXX or [redacted]@aol.com if you would like to.
Thanks
[redacted]
Diggers Pools Services, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have now called the number provided no less than 6 times and have yet to receive a call back from [redacted]. I have also e-mailed with no response. I have spoken to a [redacted] and a [redacted], been transferred to a Carmen, and come to realize that this company is doing nothing more than jerking me around. However, I did comply and send the liner back to the company (RMA# written on the box) with a clearly marked circle on the defective seam, near the bottom of the liner. I have been in customer service for over 30 years and have never been treated like this by a reputable company. To me a lifetime warranty is exactly that!
Final Consumer Response /* (2000, 10, 2015/06/03) */
Case #XXXXXXXX
1 message
[redacted]@netzero.net Wed, Jun 3, 2015 at 10:17 AM
To: [redacted]@chicago.Revdex.com.org
Cc: [redacted]@aol.com
This to inform you that the dispute, Case#XXXXXXXX, has been resolved amicably and you can close the case.
Initial Business Response /* (1000, 5, 2015/06/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
I am very sorry to hear of your situation.
Defects are clearly a part of installing a pool liner and part of the agreed upon Terms and...
Conditions of the sale. The customers is responsible for water loss and consequntal damages, however, we will be glad to give a full refund for the purchase.
Upon acceptance of this resolution in the Revdex.com portal, I will implement the FULL credit personally.
Thank you.
[redacted]
President
Diggers Pool Services, Inc.
[redacted]@aol.com
Initial Business Response /* (1000, 5, 2015/07/02) */
Contact Name and Title: [redacted] / President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
I am sorry for any inconvenience.
I do undrestand the frustration that a defect causes.
I am going to offer you a full refund for...
the entire cost of the liner.
If you agree to this through the Revdex.com portal, I will implement a total credit of $259.99
Thanks
Dave [redacted]@aol.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 17, 2015/08/20) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
I am sorry that the refund was not given.
I was waiting for an acceptance but never got the message through the Revdex.com system.
I do see: (The consumer indicated he/she ACCEPTED the response from the business.)
I will have my office implement / execute a credit in the amount of $259.99 asap.
Thanks again for your patience.
Dave [redacted]
Final Consumer Response /* (2000, 21, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Make sure he receives the Revdex.com response so my money is refunded. Thanks for your assistance.
[redacted]
Revdex.com:After correspondence with [redacted] through email, he has stated that he will refund $229.99 by check after viewing the pictures I provided him. I Also provided you with the email correspondence with [redacted] for your records and proof of the decision agreed upon between both parties. So what I am accepting is a full refund of $229.99 by check that [redacted] will mail to:[redacted]
I am sorry to hear about your experience. I will try to assist in this matter.First, what is you name, order number, and best phone number to be reached at.ThanksDave [redacted]President / Diggers Pool Services, Inc.
Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
I am sorry for any misunderstanding.
After reading through all of the correspondence and emails with your purchase:
If your installer says...
that the product was not meant to be installed into your pool. It is his fault that he went ahead with the installation. He did not start and then recind his decision shortl y thereafter, instead he pushed forward with something that he thought was not going to work. The burden of that decision falls upon him and subsequently on the general contractor (or the consumer). As a condition of this purchase these fundamental terms were agreed upon in the Terms and Conditions of the sale.
All that said, I will still allow the return of the pool liner. If the liner is clean, folded, and not damaged (or reusable) I will give a full refund. RA# for this return will be [redacted]15. Please make sure that the RA# is written on the box. Upon receipt and inspection, you will be granted a full refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Business still fails to see the original problem. The liner sold by the Diggers online site clearly states the liner will work with my pool. My contractor installed the liner per the instructions provided with product. My contractor also used bead lock as recommended by Diggers website. It was only after the installation did my installer express doubts about the liner. Water was later added to the pool and the liner failed to support the weight of the water. All sides of the liner collapsed and I lost the first load of water. As I previously stated, I relied on the online information provided by Diggers pool service when purchasing the liner. As such Diggers pool service should accept responsibility for the failure as the website was a best misleading when using the information to purchase the liner.
Diggers still attempts to blame the installer and refuses to acknowledge the information contained on the website is at best inaccurate. Diggers originally stated in communications the installer should have followed the directions. Now Diggers is stating the installer should not have installed the liner if he believed the would not work. Diggers is still demonstrating its inability to accept any responsibility for the issue at hand as its website is misleading at best when ordering a liner. Its also distressing to have to contact the Revdex.com to get the company to somewhat acknowledge the liner failure only to watch them continue to blame the installer. If Diggers is so confident in its product, they are more than welcome to come and install the liner.
As stated in my previous complaint, the liner collapsed when water was added. I cannot guarantee the liner is in usable condition as it collapsed under the weight of the water. The water weigh pulled the liner down while it was secured with beadlock. I cannot guarantee the liner seams or any other part of the liner was not damaged when the liner failed. As such, I do not believe it is reasonable to condition the refund on the returned liner's ability to pass inspection when the liner failed to perform as advertised.
Based on the Digger response, it is their intention to attempt to resell a returned liner to another customer when they we informed Diggers the liner failed to perform as advertised. As a consumer, I find this to be unethical and a questionable decision at best.
I will again request Diggers Pool Service provide a full unconditional refund for the item as it failed to perform as advertised. I do not think it is appropriate to make a refund conditional on an inspection when they are fully aware of the liner failure. I would like Diggers Pool Service to provide prepaid shipping for the items return. I do not believe it is appropriate to expect the customer to pay for return shipping and hope for a refund of the shipping.
Final Consumer Response /* (4200, 11, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to Linerworld's response dated 6/9/15.
1) "The liner sold by the Diggers online site clearly states the liner will work with my pool." Not sure where our website clearly states this.
Response: On your website the customer clicks a link titled "Order a Pool Liner" The customer then clicks on the required liner based on the picture provided. In addition, your website also includes a link titled "Swimming Pool Information". Under this section you included a article, with pictures, that clearly explains the difference between the overlap liner and the beaded liner. I order the liner in question using this information. This information clearly identifies the appropriate liner for my pool. The point of contention is the liner you sent clearly will not work with a pool requiring a beaded liner. This became evident win the liner collapsed after less than a foot of water was put in the pool. As previously stated, the liner was installed per the directions, In addition, liner lock was used as part of the installation process. The liner you shipper failed to perform as intended.
2) The customer has agreed to the Terms and Conditions of the Sale. Of which state the burden falls upon the buyer for "fitness of purpose."
Response: I could agree with this statement if your organization provided a liner to work with my application. You failed to achieve this as the liner you provided failed. Determining fitness of purpose would require the liner to be installed. This was accomplished as it was installed and failed. I believe the "fitness of purpose has been met as it is clearly evident the liner failed to perform as advertised. Item 6 of your terms and conditions also state it is your policy to solve complaints quickly and easily. You failed in this area as I was advised there was nothing you could do when the problem was first presented. Your organization recommended I sell it on [redacted] Subsequent emails further stated there was nothing you could or would do. I also received anonymous emails blaming the installer and myself. The anonymous emails were also rude and insulting. I do not believe the terms and conditions can be considered valid as your organization failed to provide a functioning liner and your organization decided to eliminate Item #5 when you failed to solve the problem quickly and easily. Furthermore, if you firmly believed in Item #5 of your terms and conditions, I would not need the Revdex.com to assist in resolving this issue.
3) This liner was also installed incorrectly and not per the included instructions. Response: Your statement cannot be supported by fact. You did not witness the installation. So stating this as fact is a misleading and unfounded. The liner was installed per the instructions as I witnessed the installation. I also saw the end result as the liner failed to support the weight of six to eight inches of water. My installer obtained the correct liner for my pool, installed it with no problem, and it currently is supporting the weight of the water. So stating my contractor did not know how to install a liner is flat out wrong. My contractor is quite capable when installing a liner designed to work with a beaded installation.
4)Moreover, the liner still comes with a warranty. We will be glad to honor the warranty with respect to the Terms of the Warranty.
Response: This is the first I have heard of resolving this through the use of the warranty. Your firm has denied every request for a refund. You have suggested reselling the liner on [redacted] as there was nothing you could do and a suggestion was made to return the liner at my expense so you could examine and resell to someone else. If you could resell it you would grant the refund. I explained this was unacceptable as I could not guarantee the liner was not damaged when it collapsed under weight. Now, you want me to hope for a refund using someone's warranty. I do not find this acceptable as there is no guarantee the warranty claim would be honored.
As stated on numerous occasion, I want a full refund. I will return the liner at your expense and you agree to accept the liner without conditions. This will require you to send me a prepaid shipping label for return. Once agreed too, I will return the liner and you can seek to recoup your costs through the warranty process. I believe this is a fair resolution as I have already lost $250.00 dollars in water when your liner failed to perform as intended. I could not use my pool over the Memorial Day weekend as I did not have a operational pool. I have been inconvenienced through this whole process and feel my request is only fair.
Final Business Response /* (4000, 15, 2015/06/29) */
This customer has responded with a rebuttal that uses loose logic and assumption at best. Moreover, he has not followed the instructions for installation. And lastly, I have offered to warranty the products, as per the Terms of the Sale and The Terms of the Warranty.
2 responses ago he uses language that says our website "states" that this liner is for his pool.
He has provided no information whatsoever that shows that the website "states" this. He does use assumptioon and a trail of logic that hints at his point, but does not show his point.
In fact, this customer (as a condition to the sale) agreed to the Terms and Conditions, of which state: SELLER PROVIDES NO ......WARRANTIES OF MERCHANTABILITY AND WARRANTIES FOR FITNESS FOR PURPOSE.
Also, the customer (or someone that he hired) has installed the product incorrectly.
It is past the date for return, however, we will honor the (limited) warranty.
Thanks
And have a nice day.
Initial Business Response /* (1000, 5, 2015/10/27) */
Contact Name and Title: [redacted] / President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
I sorry to hear of your situation. I hope that we can come to a resolution.
As per the Terms and Conditions that were agreed upon...
as a condition of the sale, it is past the designated time to return the product. However, the product did come with a warranty. The Terms of the Warranty do say that you must return the product to us at your cost, and then upon inspection, if we deem it defective as per the limitations of the warranty, then you will receive $50 off of the price that we are selling the same (or comparable) product for.
Although, I would not be able to stand by a product if the installation, or the use of the product was delayed past the time frames of the warranty, I still am willing to offer this:
No need to send the product to us at your cost. Throw it out. And instead of $50 off as per the warranty, I will give $100 off of the price you paid last year.
Last year the price that was paid was $279.99.
So for $179.99, we will send you a new one.
I am sorry that you had a bad experience.
If you accept this proposal, please do so within the Revdex.com interface and include your phone number.
I will have the office call you to arrange for payment on the item.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still think the full warranty on line should be updated.I thank them for the offer and I will think about the offer ,but will not do anything until april or may,because I would run in to the same problem. case can be closed.
To whom it may concern:I am very sorry to hear of your situation and bad experience to this point.I have read over your correspondence and am going to try to assist in this matter.Although, what has been described in most cases is not covered under warranty, at this point in time I am not sure,...
however I would be able to determine upon closer inspection. I would like for you to send the product to my shop for inspection. As per the warranty: "We have the right to ask for the return of a product, shipping prepaid by the buyer before a successful claim can be processed."Upon inspection, I will see if I can do even better than the terms of the pro rated portion of the warranty.Our office address:Diggers Pool Services, Inc.14032 S Kostner Ave / Unit DCrestwood, IL 60445 Thanks for your time.David [redacted]President / [email protected][redacted]
I am sorry to hear of the issues and experience that you are having and will gladly assist in this matter.Can you please provide me with the original order number so that I can help to resolve this matter?Thanks you kindly.[redacted]
Complaint: [redacted]
I am rejecting this response because: The liner was in the same box it was received in until April 22nd of 2017. The purchase was made in July but the liner wasn't installed until April, two weeks after it was installed the liner ripped by sheer weight of the water. There has yet to be a single person in the pool. My contactor can verify that the liner was opened brand new from the box. That sir is two weeks worth of use, and to be perfectly frank, if you're suggesting that even if the liner had been installed directly after purchase that your "warranty" for less than one year is a coupon? Hardly what you advertise on your website. That having been said, the liner was in fact only installed for two weeks before the seam (a manufacturer defect) ripped from sheer water weight. So, what I am suggesting is that I would like a refund for a defective product that has cost me far more than its value in the cost of water, chemicals, installation and a deck project that is now on hold.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
I am very sorry to hear that there was a problem with the pool liner.
As per the agreed upon Terms and Conditions of this sale, the time frame...
for allowable product return has long since passed, however, the product is under warranty. Please send back the product (as per the Terms of the Warranty) that came with the purchase. We will then inspect the product and conclude a pro rated cost for replacement. I also will consider a full replacement at no cost to you (except shipping) after inspection. I have designated an official RA# to implement this process. Please include RA#: [redacted]15 on the box.
I understand the situation and am willing to help. You can contact me personally at XXX-XXX-XXXX or [redacted]@aol.com if you would like to.
Thanks
[redacted]
Diggers Pools Services, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have now called the number provided no less than 6 times and have yet to receive a call back from [redacted]. I have also e-mailed with no response. I have spoken to a [redacted] and a [redacted], been transferred to a Carmen, and come to realize that this company is doing nothing more than jerking me around. However, I did comply and send the liner back to the company (RMA# written on the box) with a clearly marked circle on the defective seam, near the bottom of the liner. I have been in customer service for over 30 years and have never been treated like this by a reputable company. To me a lifetime warranty is exactly that!
Final Consumer Response /* (2000, 10, 2015/06/03) */
Case #XXXXXXXX
1 message
[redacted]@netzero.net Wed, Jun 3, 2015 at 10:17 AM
To: [redacted]@chicago.Revdex.com.org
Cc: [redacted]@aol.com
This to inform you that the dispute, Case#XXXXXXXX, has been resolved amicably and you can close the case.
Thank you, [redacted]
Initial Business Response /* (1000, 5, 2015/06/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
I am very sorry to hear of your situation.
Defects are clearly a part of installing a pool liner and part of the agreed upon Terms and...
Conditions of the sale. The customers is responsible for water loss and consequntal damages, however, we will be glad to give a full refund for the purchase.
Upon acceptance of this resolution in the Revdex.com portal, I will implement the FULL credit personally.
Thank you.
[redacted]
President
Diggers Pool Services, Inc.
[redacted]@aol.com
Initial Business Response /* (1000, 5, 2015/07/02) */
Contact Name and Title: [redacted] / President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
I am sorry for any inconvenience.
I do undrestand the frustration that a defect causes.
I am going to offer you a full refund for...
the entire cost of the liner.
If you agree to this through the Revdex.com portal, I will implement a total credit of $259.99
Thanks
Dave [redacted]@aol.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 17, 2015/08/20) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
I am sorry that the refund was not given.
I was waiting for an acceptance but never got the message through the Revdex.com system.
I do see: (The consumer indicated he/she ACCEPTED the response from the business.)
I will have my office implement / execute a credit in the amount of $259.99 asap.
Thanks again for your patience.
Dave [redacted]
Final Consumer Response /* (2000, 21, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Make sure he receives the Revdex.com response so my money is refunded. Thanks for your assistance.
[redacted]
Revdex.com:After correspondence with [redacted] through email, he has stated that he will refund $229.99 by check after viewing the pictures I provided him. I Also provided you with the email correspondence with [redacted] for your records and proof of the decision agreed upon between both parties. So what I am accepting is a full refund of $229.99 by check that [redacted] will mail to:[redacted]
I am sorry to hear about your experience. I will try to assist in this matter.First, what is you name, order number, and best phone number to be reached at.ThanksDave [redacted]President / Diggers Pool Services, Inc.
Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
I am sorry for any misunderstanding.
After reading through all of the correspondence and emails with your purchase:
If your installer says...
that the product was not meant to be installed into your pool. It is his fault that he went ahead with the installation. He did not start and then recind his decision shortl y thereafter, instead he pushed forward with something that he thought was not going to work. The burden of that decision falls upon him and subsequently on the general contractor (or the consumer). As a condition of this purchase these fundamental terms were agreed upon in the Terms and Conditions of the sale.
All that said, I will still allow the return of the pool liner. If the liner is clean, folded, and not damaged (or reusable) I will give a full refund. RA# for this return will be [redacted]15. Please make sure that the RA# is written on the box. Upon receipt and inspection, you will be granted a full refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Business still fails to see the original problem. The liner sold by the Diggers online site clearly states the liner will work with my pool. My contractor installed the liner per the instructions provided with product. My contractor also used bead lock as recommended by Diggers website. It was only after the installation did my installer express doubts about the liner. Water was later added to the pool and the liner failed to support the weight of the water. All sides of the liner collapsed and I lost the first load of water. As I previously stated, I relied on the online information provided by Diggers pool service when purchasing the liner. As such Diggers pool service should accept responsibility for the failure as the website was a best misleading when using the information to purchase the liner.
Diggers still attempts to blame the installer and refuses to acknowledge the information contained on the website is at best inaccurate. Diggers originally stated in communications the installer should have followed the directions. Now Diggers is stating the installer should not have installed the liner if he believed the would not work. Diggers is still demonstrating its inability to accept any responsibility for the issue at hand as its website is misleading at best when ordering a liner. Its also distressing to have to contact the Revdex.com to get the company to somewhat acknowledge the liner failure only to watch them continue to blame the installer. If Diggers is so confident in its product, they are more than welcome to come and install the liner.
As stated in my previous complaint, the liner collapsed when water was added. I cannot guarantee the liner is in usable condition as it collapsed under the weight of the water. The water weigh pulled the liner down while it was secured with beadlock. I cannot guarantee the liner seams or any other part of the liner was not damaged when the liner failed. As such, I do not believe it is reasonable to condition the refund on the returned liner's ability to pass inspection when the liner failed to perform as advertised.
Based on the Digger response, it is their intention to attempt to resell a returned liner to another customer when they we informed Diggers the liner failed to perform as advertised. As a consumer, I find this to be unethical and a questionable decision at best.
I will again request Diggers Pool Service provide a full unconditional refund for the item as it failed to perform as advertised. I do not think it is appropriate to make a refund conditional on an inspection when they are fully aware of the liner failure. I would like Diggers Pool Service to provide prepaid shipping for the items return. I do not believe it is appropriate to expect the customer to pay for return shipping and hope for a refund of the shipping.
Final Consumer Response /* (4200, 11, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to Linerworld's response dated 6/9/15.
1) "The liner sold by the Diggers online site clearly states the liner will work with my pool." Not sure where our website clearly states this.
Response: On your website the customer clicks a link titled "Order a Pool Liner" The customer then clicks on the required liner based on the picture provided. In addition, your website also includes a link titled "Swimming Pool Information". Under this section you included a article, with pictures, that clearly explains the difference between the overlap liner and the beaded liner. I order the liner in question using this information. This information clearly identifies the appropriate liner for my pool. The point of contention is the liner you sent clearly will not work with a pool requiring a beaded liner. This became evident win the liner collapsed after less than a foot of water was put in the pool. As previously stated, the liner was installed per the directions, In addition, liner lock was used as part of the installation process. The liner you shipper failed to perform as intended.
2) The customer has agreed to the Terms and Conditions of the Sale. Of which state the burden falls upon the buyer for "fitness of purpose."
Response: I could agree with this statement if your organization provided a liner to work with my application. You failed to achieve this as the liner you provided failed. Determining fitness of purpose would require the liner to be installed. This was accomplished as it was installed and failed. I believe the "fitness of purpose has been met as it is clearly evident the liner failed to perform as advertised. Item 6 of your terms and conditions also state it is your policy to solve complaints quickly and easily. You failed in this area as I was advised there was nothing you could do when the problem was first presented. Your organization recommended I sell it on [redacted] Subsequent emails further stated there was nothing you could or would do. I also received anonymous emails blaming the installer and myself. The anonymous emails were also rude and insulting. I do not believe the terms and conditions can be considered valid as your organization failed to provide a functioning liner and your organization decided to eliminate Item #5 when you failed to solve the problem quickly and easily. Furthermore, if you firmly believed in Item #5 of your terms and conditions, I would not need the Revdex.com to assist in resolving this issue.
3) This liner was also installed incorrectly and not per the included instructions. Response: Your statement cannot be supported by fact. You did not witness the installation. So stating this as fact is a misleading and unfounded. The liner was installed per the instructions as I witnessed the installation. I also saw the end result as the liner failed to support the weight of six to eight inches of water. My installer obtained the correct liner for my pool, installed it with no problem, and it currently is supporting the weight of the water. So stating my contractor did not know how to install a liner is flat out wrong. My contractor is quite capable when installing a liner designed to work with a beaded installation.
4)Moreover, the liner still comes with a warranty. We will be glad to honor the warranty with respect to the Terms of the Warranty.
Response: This is the first I have heard of resolving this through the use of the warranty. Your firm has denied every request for a refund. You have suggested reselling the liner on [redacted] as there was nothing you could do and a suggestion was made to return the liner at my expense so you could examine and resell to someone else. If you could resell it you would grant the refund. I explained this was unacceptable as I could not guarantee the liner was not damaged when it collapsed under weight. Now, you want me to hope for a refund using someone's warranty. I do not find this acceptable as there is no guarantee the warranty claim would be honored.
As stated on numerous occasion, I want a full refund. I will return the liner at your expense and you agree to accept the liner without conditions. This will require you to send me a prepaid shipping label for return. Once agreed too, I will return the liner and you can seek to recoup your costs through the warranty process. I believe this is a fair resolution as I have already lost $250.00 dollars in water when your liner failed to perform as intended. I could not use my pool over the Memorial Day weekend as I did not have a operational pool. I have been inconvenienced through this whole process and feel my request is only fair.
Final Business Response /* (4000, 15, 2015/06/29) */
This customer has responded with a rebuttal that uses loose logic and assumption at best. Moreover, he has not followed the instructions for installation. And lastly, I have offered to warranty the products, as per the Terms of the Sale and The Terms of the Warranty.
2 responses ago he uses language that says our website "states" that this liner is for his pool.
He has provided no information whatsoever that shows that the website "states" this. He does use assumptioon and a trail of logic that hints at his point, but does not show his point.
In fact, this customer (as a condition to the sale) agreed to the Terms and Conditions, of which state: SELLER PROVIDES NO ......WARRANTIES OF MERCHANTABILITY AND WARRANTIES FOR FITNESS FOR PURPOSE.
Also, the customer (or someone that he hired) has installed the product incorrectly.
It is past the date for return, however, we will honor the (limited) warranty.
Thanks
And have a nice day.
Initial Business Response /* (1000, 5, 2015/10/27) */
Contact Name and Title: [redacted] / President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
I sorry to hear of your situation. I hope that we can come to a resolution.
As per the Terms and Conditions that were agreed upon...
as a condition of the sale, it is past the designated time to return the product. However, the product did come with a warranty. The Terms of the Warranty do say that you must return the product to us at your cost, and then upon inspection, if we deem it defective as per the limitations of the warranty, then you will receive $50 off of the price that we are selling the same (or comparable) product for.
Although, I would not be able to stand by a product if the installation, or the use of the product was delayed past the time frames of the warranty, I still am willing to offer this:
No need to send the product to us at your cost. Throw it out. And instead of $50 off as per the warranty, I will give $100 off of the price you paid last year.
Last year the price that was paid was $279.99.
So for $179.99, we will send you a new one.
I am sorry that you had a bad experience.
If you accept this proposal, please do so within the Revdex.com interface and include your phone number.
I will have the office call you to arrange for payment on the item.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still think the full warranty on line should be updated.I thank them for the offer and I will think about the offer ,but will not do anything until april or may,because I would run in to the same problem. case can be closed.