The quote of $124.23 (Half price power supply, parts requested by the customer, no charge for labor (covered by ASD) and shipping) was clearly detailed in the last responseRegardless the customers pool cleaner was repaired and returned at no expense to the customerAlso ASD absorbed the cost of these repairs not Aqua ProductsAgain we apologize for the mix up in serial numberWhich resulted in a false guarantee of warranty
It is sad when a customer feel they have to resort to blackmail. We have a long history of taking care of our customers with no complaints. First, the time line of events is inaccurate. After discovering a mix up in the serial number, resulting in the cleaner not...
being covered under warranty. Aqua Products agreed to cover 50% of the power supply, but never agreed to cover labor, additional parts (requested by customer) or shipping. After calling the customer to explain the situation and provide a quote for the repairs which totaled $124.23 (Half price power supply, parts requested by the customer, no charge for labor (covered by ASD) and shipping), the customer felt it was our responsibility to cover all expenses. Since we had stated the cleaner is under warranty. We are not obligated to cover repairs free of charge because there was a mix up with the warranty status. This is why we stated the cleaner could be returned unrepaired and free of charge (We never held the cleaner hostage). We have to repair the cleaner to give an accurate estimate, it is then the customer choice to approve the repairs or not. When trying to have a conversation with the customer, I was continually cut off and not allowed to finish a sentence. Making it very difficult to come to a resolution. The conversation ended with the customer stating she would be calling the Police and Revdex.com. We then received a call from Aqua Products stating they received a call from the customer. Aqua Products said they would cover the power supply, but not labor, customer requested parts or shipping and that it is the customer responsibility to pay for these expenses. We (ASD) had already decided to cover the labor. I then called the customer back to discus what Aqua Products had said and provide and updated quote (Requested parts and Shipping $54.41). I was again yelled at, threatened with blackmail, called a lair and told that she (the customer) should not be responsible for any charges. I again tried to explain that we could return the cleaner unrepaired, if the she did not approve the repairs. She no longer wanted to speak with me and stated she would be calling Aqua Products back. The next day I spoke with [redacted] at Aqua Products and we agree it would be best to just return the repaired cleaner back to the customer. In the end Aqua Products covered the Power Supply and ASD cover the parts, labor and shipping. I apologize for the misunderstanding, it was not our intention to mislead a customer in regards to warranty status. We are a small family owned business that prides our self in customer service. We do not feel it is fair to blackmail someone with threats to get what they want.
Complaint: [redacted]
I am rejecting this response because: Per first response and again with this one -- the company is continuing to not explain why I was, originally, quoted $115.74 (not $124.23). Never had I been quoted that amount. I think it is important to note - for no telling how many times ASD has quoted a random amount - with customers blindly agreeing to pay those amounts. Likewise, their former response had other discrepancies. 1) [redacted] (at Aquabot) had told me directly they were covering the labor charge - whether or not they ended up doing so is a separate issue; 2) I was NEVER told the cleaner would be returned to me "at no charge" if they "un-repaired" it; 3) [redacted] originally told me [redacted] had given me - and I had approved - [redacted]'s estimate, that's why they repaired it. In their reply they say they have to repair it "first" to give the customer an accurate estimate. Is this procedure always explained to 'paying' customers? Because it certainly was not explained to me, prior to (or after) sending my cleaner to their company. Perhaps because it was supposed to be under warranty?; 4) per their previous response - it appears it was only due to wanting to maintain their relationship with Aquabot, that it was finally agreed they would absorb all other costs and return this to me. If that's even the truth. I have forward their response to Aquabot to decide.; 5) it makes no sense to say they believe I was "blackmailing" them. If, by their own statement, they could simply have chosen to "un-repair" it and return it to me "free of charge." When they, repeatedly, told me it was not under warranty after all, and I, repeatedly, told them I wasn't paying for their costs - they could have easily chosen that option for themselves - at any time. -- Lastly, it appears they were confused that my threatening to report them to Revdex.com was only if they did NOT return the unit to me. With all that I was, unnecessarily, put through - I had every intention to follow through and report them to Revdex.com. Their attitude and manner of dealing with customers, especially with the discrepancies in charges, still warranted being reported. All this is now for documentation purposes only, as I will not believe anything else that will come from ASD. At this point, I do acknowledge having received the pool cleaner in good working order. I, solely, give Aquabot the credit for this.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: You can see by my notes, I kept extremely detailed timelines / time of calls, etc.. And, I was NEVER given this new amount they are now mentioning. I was only given the $115.74. Even by their response now, they are not explaining the $115.74 I was quoted. How are they not responsible for holding to their having told me it WAS under warranty, prior to my sending it? In that instance, that was the reason I continually stated it was all their responsibility to repair and return it to me. Again - it was due to MY efforts and conversations with Aquabot that ASD got paid ANYTHING for this mix up. It appeared, and continues to appear, [redacted] and/or ASD as a whole - would have been just as satisfied to "un-repair" my cleaner; keep my cleaner; and not have been paid anything, by anybody. This type of attitude and manner in which they are satisfied to do business is worthy of being reported in order for future customers to be aware of.
Regards,
[redacted]
The quote of $124.23 (Half price power supply, parts requested by the customer, no charge for labor (covered by ASD) and shipping) was clearly detailed in the last responseRegardless the customers pool cleaner was repaired and returned at no expense to the customerAlso ASD absorbed the cost of these repairs not Aqua ProductsAgain we apologize for the mix up in serial numberWhich resulted in a false guarantee of warranty
It is sad when a customer feel they have to resort to blackmail. We have a long history of taking care of our customers with no complaints. First, the time line of events is inaccurate. After discovering a mix up in the serial number, resulting in the cleaner not...
being covered under warranty. Aqua Products agreed to cover 50% of the power supply, but never agreed to cover labor, additional parts (requested by customer) or shipping. After calling the customer to explain the situation and provide a quote for the repairs which totaled $124.23 (Half price power supply, parts requested by the customer, no charge for labor (covered by ASD) and shipping), the customer felt it was our responsibility to cover all expenses. Since we had stated the cleaner is under warranty. We are not obligated to cover repairs free of charge because there was a mix up with the warranty status. This is why we stated the cleaner could be returned unrepaired and free of charge (We never held the cleaner hostage). We have to repair the cleaner to give an accurate estimate, it is then the customer choice to approve the repairs or not. When trying to have a conversation with the customer, I was continually cut off and not allowed to finish a sentence. Making it very difficult to come to a resolution. The conversation ended with the customer stating she would be calling the Police and Revdex.com. We then received a call from Aqua Products stating they received a call from the customer. Aqua Products said they would cover the power supply, but not labor, customer requested parts or shipping and that it is the customer responsibility to pay for these expenses. We (ASD) had already decided to cover the labor. I then called the customer back to discus what Aqua Products had said and provide and updated quote (Requested parts and Shipping $54.41). I was again yelled at, threatened with blackmail, called a lair and told that she (the customer) should not be responsible for any charges. I again tried to explain that we could return the cleaner unrepaired, if the she did not approve the repairs. She no longer wanted to speak with me and stated she would be calling Aqua Products back. The next day I spoke with [redacted] at Aqua Products and we agree it would be best to just return the repaired cleaner back to the customer. In the end Aqua Products covered the Power Supply and ASD cover the parts, labor and shipping. I apologize for the misunderstanding, it was not our intention to mislead a customer in regards to warranty status. We are a small family owned business that prides our self in customer service. We do not feel it is fair to blackmail someone with threats to get what they want.
Complaint: [redacted]
I am rejecting this response because: Per first response and again with this one -- the company is continuing to not explain why I was, originally, quoted $115.74 (not $124.23). Never had I been quoted that amount. I think it is important to note - for no telling how many times ASD has quoted a random amount - with customers blindly agreeing to pay those amounts. Likewise, their former response had other discrepancies. 1) [redacted] (at Aquabot) had told me directly they were covering the labor charge - whether or not they ended up doing so is a separate issue; 2) I was NEVER told the cleaner would be returned to me "at no charge" if they "un-repaired" it; 3) [redacted] originally told me [redacted] had given me - and I had approved - [redacted]'s estimate, that's why they repaired it. In their reply they say they have to repair it "first" to give the customer an accurate estimate. Is this procedure always explained to 'paying' customers? Because it certainly was not explained to me, prior to (or after) sending my cleaner to their company. Perhaps because it was supposed to be under warranty?; 4) per their previous response - it appears it was only due to wanting to maintain their relationship with Aquabot, that it was finally agreed they would absorb all other costs and return this to me. If that's even the truth. I have forward their response to Aquabot to decide.; 5) it makes no sense to say they believe I was "blackmailing" them. If, by their own statement, they could simply have chosen to "un-repair" it and return it to me "free of charge." When they, repeatedly, told me it was not under warranty after all, and I, repeatedly, told them I wasn't paying for their costs - they could have easily chosen that option for themselves - at any time. -- Lastly, it appears they were confused that my threatening to report them to Revdex.com was only if they did NOT return the unit to me. With all that I was, unnecessarily, put through - I had every intention to follow through and report them to Revdex.com. Their attitude and manner of dealing with customers, especially with the discrepancies in charges, still warranted being reported. All this is now for documentation purposes only, as I will not believe anything else that will come from ASD. At this point, I do acknowledge having received the pool cleaner in good working order. I, solely, give Aquabot the credit for this.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: You can see by my notes, I kept extremely detailed timelines / time of calls, etc.. And, I was NEVER given this new amount they are now mentioning. I was only given the $115.74. Even by their response now, they are not explaining the $115.74 I was quoted. How are they not responsible for holding to their having told me it WAS under warranty, prior to my sending it? In that instance, that was the reason I continually stated it was all their responsibility to repair and return it to me. Again - it was due to MY efforts and conversations with Aquabot that ASD got paid ANYTHING for this mix up. It appeared, and continues to appear, [redacted] and/or ASD as a whole - would have been just as satisfied to "un-repair" my cleaner; keep my cleaner; and not have been paid anything, by anybody. This type of attitude and manner in which they are satisfied to do business is worthy of being reported in order for future customers to be aware of.
Regards,
[redacted]