? RESPONSE March 28, ? All issues of concern were covered with MsDaoud when she picked up her vehicle on March 24, 2017.? ? Besides our sales staff on earlier occasions, one of the LR certified technicians covered all the functions that were of question with MsDaoud.? At this point in time, the vehicle is in perfect running condition with no warning lights or apparent issues.? ? Apologies were forwarded to her regarding responses that did not fulfill her expectations.? All personnel have been reminded of the importance of timely and accurate communication for the customer.? We have followed up with corporate to ensure that they also respond attentively.? ?
? Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
We apologize for messages that were not responded to and have covered the issue with the staff at JN? Your request of a reimbursement of the warranty deposited with the [redacted] will be completed with the check being dropped off today? Please feel free to follow up with [redacted] in a few business days to ensure that the check was deposited? If there are any further questions please contact me.Aloha,David H [redacted] JN GROUPDirectorCorporate and Community Relations [redacted] CONFIDENTIALITY NOTICE: This email message, including any attachments is for the sole use of the intended recipient(s) and may contain confidential and privileged information? Any unauthorized review, use, disclosure or distribution is prohibited? If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.? Please consider the environment before printing this e-mail
Final Consumer Response / [redacted] (2000, 6, 2016/06/28) */ I just spoke to the owner of Eastern Pools and we have come to a mutual understanding and resolutionI would like to have this Complaint [redacted] closed Thank you, [redacted]
First, we apologize to Ms [redacted] if she feels inconvenienced with the purchase of her [redacted] in January of ? Complimentary work of approximately $1,200+ worth has been done on the vehicle? If anything, the service department staff went above and beyond in fulfilling her requests? Some of the items not completed were because she needed to leave before they were finished and took the car.We are very willing to discuss options on how we can assist with her situation? If she could call Braven S [redacted] at [redacted] although it has been six month since the purchase of the vehicle? ? ? ?
Initial Business Response / [redacted] (1000, 12, 2016/01/21) */ (Revdex.com - converted from original documentSee file.) Please see attached letters to customer with our offers Initial Consumer Rebuttal / [redacted] (3000, 14, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good Morning [redacted] , The letter Eastern Pools sent you dated 12/7/was never received by usEastern Pools has shown nothing but a total lack of disregard for the damage they've caused to our poolThe fact that it took days, and two email attempts from the Revdex.com to get a response from them is disheartening and makes us wonder when that letter dated 12/7/was actually typed Eastern Pools has continually voiced their concern about how much money this will cost them to repair the damage to our pool, but not once considered how much time and money this is costing us, nor shown any concern for what has happened With all that has transpired, and the lack of trust we have now for Eastern Pools, we feel it is in our best interest to just be refunded the money we paid, as was already offered by Tom on 9/9/15, because this poor workmanship shouldn't come at our expense [redacted] , thank you again for your help in this matter Sincerely, [redacted] Final Business Response / [redacted] (4000, 16, 2016/01/25) */ (Revdex.com received rebuttal response by phone.) The business was hired to do a paint job for the consumerThe business offers two services: a) Sandblast pool, and then paint b) Detergent, acid and neutralize wash The consumer selected the second option that does not come with any warranties The consumer called to say that there were runs in the newly painted poolThe consumer asked for his 50% deposit back The business offered to grind off runs, sandblast and repaint at the pool company's expenseThe consumer has not accepted their offerThe business is willing to either: 1.) Make the repairs and get payment for the balance or 2.) Not perform any other work for the consumer and the account will be considered paid in fullBoth parties would walk away from the dispute Final Consumer Response / [redacted] (4200, 19, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to Eastern Pools rebuttal of 1/25/15: Because of so many inconsistencies in Eastern Pools' communications, we have done some research with Kelly T [redacted] (paint manufacturer) to understand the proper procedures to follow when painting with Zeron paintWhat we learned is that the scope of work Eastern Pools provided us did not follow Kelly T [redacted] 's proper proceduresKelly T [redacted] lists the following preparation process: 3-step cleaning process: 1)Wash the pool with Tri-sodium phosphateTSP, 2) Acid etch the pool, 3) Wash again "NEVER use detergent." (Which is what Eastern Pools states they will use in their 1/25/rebuttal) (Both steps are included in the attached document.) In the 1/25/rebuttal Eastern Pools submitted, they only offer two services: Option A - Sandblast pool and then paint Option B - Detergent, acid and neutralize wash The two options Eastern Pools offers do not follow Kelly T [redacted] 's proper procedures for applying Zeron or Poxylon paints: Option A is missing the 3-step cleaning process, which is the most important step of allOption B is also incorrect because Kelly T [redacted] states when preparing your surface NEVER use detergent(see attachment) Through our research, we now realize the cleaning and painting process listed on our contract by Eastern Pools was incorrectEastern Pools stated they would acid clean and neutralize wash poolThere is no mention of them using TSP, missing Kelly T [redacted] 's most important step To reiterate, the correct process would have been to wash the pool with TSP, acid etch the pool, then wash the pool again Because Eastern Pools did not follow Kelly T [redacted] 's proper procedures when applying the Zeron paint, we are now left with deep paint runs, puddles of dried paint, and cracks around our main drain in our poolThis damage is in no way a warranty issue, it is a workmanship issue Eastern Pools submitted a proposal to correct the damage to our pool; however, it is again inconsistent with what Kelly T [redacted] recommends, and the repair work doesn't include Zeron paint, which is the paint we hired them to applyZeron paint is more expensive than Poxylon alsoEastern Pools proposed that they would apply coat of Poxylon paint; however, Kelly T [redacted] states that when using Poxylon paint after a pool has been sandblasted, you need coats of paintWhen using Zeron paint, you only need coat Eastern Pools offered us two options for resolution: Option #- they will repair the pool, if they get payment for the balance Option #- they don't correct the damage they've caused and just walk away, keeping our good faith deposit Neither of the above options proposed by Eastern Pools is acceptable to usOn September 9th, during a conversation with Tom, we were given the choice of 1) a refund of our deposit or 2) Eastern Pools coming back to repair the damageTom told us to make a choice; either way we went was fine with themWhen we chose to be refunded, Tom withdrew that option, became frustrated, and then said he was done, he wasn't coming back The damage caused to our pool is because Eastern Pools didn't follow the proper procedures and therefore, should not be soliciting us for more money to correct itEastern Pools has shown no regard for the additional burden and expense this puts on us, which includes the pool being down another 2-weeks for repairs, additional expenses to drain/refill a 25,gallon pool, additional chemicals needed, electric, and most importantly, our time Due to everything that has transpired over the past four months, the numerous inconsistencies we have found through our research, and the lack of confidence and trust we now have in Eastern Pools, it remains our position that the only way to end this controversy and dispute is for Eastern Pools to show some integrity and return our good faith deposit in the amount of $1,($1,deposit given minus $for light rings)
Response to complaint # [redacted] . We apologize for the undesired contact w/ [redacted] . Upon further research of his complaint, we determined that he was not removed from the Customer Retention Program because of a recent change to a different management company. JN Group recently converted from our Dealer Socket Program to CDK. When a customer requests to be notified by us for all future price alerts/changes, the JN Business Development Center and CDK Program are both tagged with this responsibility. [redacted] requested to "unsubscribe from the JN BDC webpage, but this unsubscribe request was not also made with the old Dealer Socket Management system. Today, we contacted Dealer Socket (old system) and had him removed from that system as well. [redacted] should not receive and contacts from our web-based system in the future Please accept our apology for the undesired contact and oversight. Regards Bruce J [redacted]
? RESPONSE March 28, ? All issues of concern were covered with MsDaoud when she picked up her vehicle on March 24, 2017.? ? Besides our sales staff on earlier occasions, one of the LR certified technicians covered all the functions that were of question with MsDaoud.? At this point in time, the vehicle is in perfect running condition with no warning lights or apparent issues.? ? Apologies were forwarded to her regarding responses that did not fulfill her expectations.? All personnel have been reminded of the importance of timely and accurate communication for the customer.? We have followed up with corporate to ensure that they also respond attentively.? ?
? Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
We apologize for messages that were not responded to and have covered the issue with the staff at JN? Your request of a reimbursement of the warranty deposited with the [redacted] will be completed with the check being dropped off today? Please feel free to follow up with [redacted] in a few business days to ensure that the check was deposited? If there are any further questions please contact me.Aloha,David H [redacted] JN GROUPDirectorCorporate and Community Relations [redacted] CONFIDENTIALITY NOTICE: This email message, including any attachments is for the sole use of the intended recipient(s) and may contain confidential and privileged information? Any unauthorized review, use, disclosure or distribution is prohibited? If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.? Please consider the environment before printing this e-mail
Very happy with business's response and very happy with Revdex.com!
Final Consumer Response / [redacted] (2000, 6, 2016/06/28) */ I just spoke to the owner of Eastern Pools and we have come to a mutual understanding and resolutionI would like to have this Complaint [redacted] closed Thank you, [redacted]
First, we apologize to Ms [redacted] if she feels inconvenienced with the purchase of her [redacted] in January of ? Complimentary work of approximately $1,200+ worth has been done on the vehicle? If anything, the service department staff went above and beyond in fulfilling her requests? Some of the items not completed were because she needed to leave before they were finished and took the car.We are very willing to discuss options on how we can assist with her situation? If she could call Braven S [redacted] at [redacted] although it has been six month since the purchase of the vehicle? ? ? ?
Initial Business Response / [redacted] (1000, 12, 2016/01/21) */ (Revdex.com - converted from original documentSee file.) Please see attached letters to customer with our offers Initial Consumer Rebuttal / [redacted] (3000, 14, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good Morning [redacted] , The letter Eastern Pools sent you dated 12/7/was never received by usEastern Pools has shown nothing but a total lack of disregard for the damage they've caused to our poolThe fact that it took days, and two email attempts from the Revdex.com to get a response from them is disheartening and makes us wonder when that letter dated 12/7/was actually typed Eastern Pools has continually voiced their concern about how much money this will cost them to repair the damage to our pool, but not once considered how much time and money this is costing us, nor shown any concern for what has happened With all that has transpired, and the lack of trust we have now for Eastern Pools, we feel it is in our best interest to just be refunded the money we paid, as was already offered by Tom on 9/9/15, because this poor workmanship shouldn't come at our expense [redacted] , thank you again for your help in this matter Sincerely, [redacted] Final Business Response / [redacted] (4000, 16, 2016/01/25) */ (Revdex.com received rebuttal response by phone.) The business was hired to do a paint job for the consumerThe business offers two services: a) Sandblast pool, and then paint b) Detergent, acid and neutralize wash The consumer selected the second option that does not come with any warranties The consumer called to say that there were runs in the newly painted poolThe consumer asked for his 50% deposit back The business offered to grind off runs, sandblast and repaint at the pool company's expenseThe consumer has not accepted their offerThe business is willing to either: 1.) Make the repairs and get payment for the balance or 2.) Not perform any other work for the consumer and the account will be considered paid in fullBoth parties would walk away from the dispute Final Consumer Response / [redacted] (4200, 19, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to Eastern Pools rebuttal of 1/25/15: Because of so many inconsistencies in Eastern Pools' communications, we have done some research with Kelly T [redacted] (paint manufacturer) to understand the proper procedures to follow when painting with Zeron paintWhat we learned is that the scope of work Eastern Pools provided us did not follow Kelly T [redacted] 's proper proceduresKelly T [redacted] lists the following preparation process: 3-step cleaning process: 1)Wash the pool with Tri-sodium phosphateTSP, 2) Acid etch the pool, 3) Wash again "NEVER use detergent." (Which is what Eastern Pools states they will use in their 1/25/rebuttal) (Both steps are included in the attached document.) In the 1/25/rebuttal Eastern Pools submitted, they only offer two services: Option A - Sandblast pool and then paint Option B - Detergent, acid and neutralize wash The two options Eastern Pools offers do not follow Kelly T [redacted] 's proper procedures for applying Zeron or Poxylon paints: Option A is missing the 3-step cleaning process, which is the most important step of allOption B is also incorrect because Kelly T [redacted] states when preparing your surface NEVER use detergent(see attachment) Through our research, we now realize the cleaning and painting process listed on our contract by Eastern Pools was incorrectEastern Pools stated they would acid clean and neutralize wash poolThere is no mention of them using TSP, missing Kelly T [redacted] 's most important step To reiterate, the correct process would have been to wash the pool with TSP, acid etch the pool, then wash the pool again Because Eastern Pools did not follow Kelly T [redacted] 's proper procedures when applying the Zeron paint, we are now left with deep paint runs, puddles of dried paint, and cracks around our main drain in our poolThis damage is in no way a warranty issue, it is a workmanship issue Eastern Pools submitted a proposal to correct the damage to our pool; however, it is again inconsistent with what Kelly T [redacted] recommends, and the repair work doesn't include Zeron paint, which is the paint we hired them to applyZeron paint is more expensive than Poxylon alsoEastern Pools proposed that they would apply coat of Poxylon paint; however, Kelly T [redacted] states that when using Poxylon paint after a pool has been sandblasted, you need coats of paintWhen using Zeron paint, you only need coat Eastern Pools offered us two options for resolution: Option #- they will repair the pool, if they get payment for the balance Option #- they don't correct the damage they've caused and just walk away, keeping our good faith deposit Neither of the above options proposed by Eastern Pools is acceptable to usOn September 9th, during a conversation with Tom, we were given the choice of 1) a refund of our deposit or 2) Eastern Pools coming back to repair the damageTom told us to make a choice; either way we went was fine with themWhen we chose to be refunded, Tom withdrew that option, became frustrated, and then said he was done, he wasn't coming back The damage caused to our pool is because Eastern Pools didn't follow the proper procedures and therefore, should not be soliciting us for more money to correct itEastern Pools has shown no regard for the additional burden and expense this puts on us, which includes the pool being down another 2-weeks for repairs, additional expenses to drain/refill a 25,gallon pool, additional chemicals needed, electric, and most importantly, our time Due to everything that has transpired over the past four months, the numerous inconsistencies we have found through our research, and the lack of confidence and trust we now have in Eastern Pools, it remains our position that the only way to end this controversy and dispute is for Eastern Pools to show some integrity and return our good faith deposit in the amount of $1,($1,deposit given minus $for light rings)
Response to complaint # [redacted] . We apologize for the undesired contact w/ [redacted] . Upon further research of his complaint, we determined that he was not removed from the Customer Retention Program because of a recent change to a different management company. JN Group recently converted from our Dealer Socket Program to CDK. When a customer requests to be notified by us for all future price alerts/changes, the JN Business Development Center and CDK Program are both tagged with this responsibility. [redacted] requested to "unsubscribe from the JN BDC webpage, but this unsubscribe request was not also made with the old Dealer Socket Management system. Today, we contacted Dealer Socket (old system) and had him removed from that system as well. [redacted] should not receive and contacts from our web-based system in the future Please accept our apology for the undesired contact and oversight. Regards Bruce J [redacted]