Complaint: [redacted] I am rejecting this response because: its evident that these people are confused and or incompetent The pool was purchased in April and set for seven months until the location was suitable and perfectly levelI made every effort to be civil in this matter however this company has poor customer service and extremely rudeI believe this company put a lot of focus into not spending a dime or living up to the warranty I disagree with the rsponse because its a lieThey did not want to give me another Liner and definitely not a refund but [redacted] which is where I purchased itI suggest they find a better company to purchase pools from Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I was told that the shipping was $for a day shippingI agreed on 7-1/to pay half and gave my credit card because I wanted the fence by 7/4/as we were celebrating the holidayIt is now 7/8/and I still don't have a fence Regards, [redacted]
It was evident to us based on pictures provided by the customer that the pool had been used or improperly stored before customer made contact claiming a defectPool was half assembled with visible rust streaks coming down the metal wallEquipment and accessories appeared dirty and wornThe vinyl
liner in question which is machined pressed and packaged seemed wrinkled and distressed, with a jagged hole ripped through one areaWe offered to sell the customer a liner at costThe customer returned the item to the dealer and was refunded his money from the dealer
The customer has received a quote to replace the wall at a discounted rate as per our warrantyFrom the pictures the customer provided to us it was evident from the extreme discoloration of the pool liner that the pool was being severely over chlorinatedThere was also evidence of a leak coming
from the skimmerNeither of these issues are manufacturer defects and are not technically covered under the warrantyWe are however giving *** *** a very fair price to replace the parts under the terms of the warranty
Customer claims she drained the pool and a storm with heavy winds came and ripped the liner. The liner is not manufactured by Swim'n Play and we do not maintain the warranty on the liner. The warranty on the liner however clearly states, the only thing covered is manufacturing defects I.E. seam...
separation. Even in our own warranty for the pool structure, 'Inclement Weather' and 'Acts of God' are clearly stated to not be covered. The customer feels that no matter what caused the damage to the liner/pool that we should be held accountable. Our customer service rep tried to offer her a new liner at a discount, but the customer hung up before anything further could be discussed.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: its evident that these people are confused and or incompetent. The pool was purchased in April and set for seven months until the location was suitable and perfectly level. I made every effort to be civil in this matter however this company has poor customer service and extremely rude. I believe this company put a lot of focus into not spending a dime or living up to the warranty. I disagree with the rsponse because its a lie. They did not want to give me another Liner and definitely not a refund but [redacted] which is where I purchased it. I suggest they find a better company to purchase pools from.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I was told that the shipping was $140 for a 2 day shipping. I agreed on 7-1/15 to pay half and gave my credit card because I wanted the fence by 7/4/15 as we were celebrating the holiday. It is now 7/8/15 and I still don't have a fence.
Regards,
[redacted]
Even though the customers problem was not technically a warranty issue as it was damaged in shipping and should have been dealt with in 2011 when she bought it, we still offered to replace the part for free. However in our warranty it clearly states that we are not responsible for shipping charges....
Also being that the issue was 4 years old, the freight company would not give us a credit nor ship it for free. She felt that the freight charge of $138 was inflated but the piece she needed is 80" long and 36" wide and the price came directly off of [redacted] website. At this time we have already split the cost of shipping with the customer and are preparing to ship.
Complaint: [redacted] I am rejecting this response because: its evident that these people are confused and or incompetent The pool was purchased in April and set for seven months until the location was suitable and perfectly levelI made every effort to be civil in this matter however this company has poor customer service and extremely rudeI believe this company put a lot of focus into not spending a dime or living up to the warranty I disagree with the rsponse because its a lieThey did not want to give me another Liner and definitely not a refund but [redacted] which is where I purchased itI suggest they find a better company to purchase pools from Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I was told that the shipping was $for a day shippingI agreed on 7-1/to pay half and gave my credit card because I wanted the fence by 7/4/as we were celebrating the holidayIt is now 7/8/and I still don't have a fence Regards, [redacted]
It was evident to us based on pictures provided by the customer that the pool had been used or improperly stored before customer made contact claiming a defectPool was half assembled with visible rust streaks coming down the metal wallEquipment and accessories appeared dirty and wornThe vinyl
liner in question which is machined pressed and packaged seemed wrinkled and distressed, with a jagged hole ripped through one areaWe offered to sell the customer a liner at costThe customer returned the item to the dealer and was refunded his money from the dealer
The customer has received a quote to replace the wall at a discounted rate as per our warrantyFrom the pictures the customer provided to us it was evident from the extreme discoloration of the pool liner that the pool was being severely over chlorinatedThere was also evidence of a leak coming
from the skimmerNeither of these issues are manufacturer defects and are not technically covered under the warrantyWe are however giving *** *** a very fair price to replace the parts under the terms of the warranty
Customer claims she drained the pool and a storm with heavy winds came and ripped the liner. The liner is not manufactured by Swim'n Play and we do not maintain the warranty on the liner. The warranty on the liner however clearly states, the only thing covered is manufacturing defects I.E. seam...
separation. Even in our own warranty for the pool structure, 'Inclement Weather' and 'Acts of God' are clearly stated to not be covered. The customer feels that no matter what caused the damage to the liner/pool that we should be held accountable. Our customer service rep tried to offer her a new liner at a discount, but the customer hung up before anything further could be discussed.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: its evident that these people are confused and or incompetent. The pool was purchased in April and set for seven months until the location was suitable and perfectly level. I made every effort to be civil in this matter however this company has poor customer service and extremely rude. I believe this company put a lot of focus into not spending a dime or living up to the warranty. I disagree with the rsponse because its a lie. They did not want to give me another Liner and definitely not a refund but [redacted] which is where I purchased it. I suggest they find a better company to purchase pools from.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I was told that the shipping was $140 for a 2 day shipping. I agreed on 7-1/15 to pay half and gave my credit card because I wanted the fence by 7/4/15 as we were celebrating the holiday. It is now 7/8/15 and I still don't have a fence.
Regards,
[redacted]
Even though the customers problem was not technically a warranty issue as it was damaged in shipping and should have been dealt with in 2011 when she bought it, we still offered to replace the part for free. However in our warranty it clearly states that we are not responsible for shipping charges....
Also being that the issue was 4 years old, the freight company would not give us a credit nor ship it for free. She felt that the freight charge of $138 was inflated but the piece she needed is 80" long and 36" wide and the price came directly off of [redacted] website. At this time we have already split the cost of shipping with the customer and are preparing to ship.