Initial Business Response / [redacted] (1000, 8, 2015/06/24) */ As per manufacture warranty line states"The ideal temperature should be above degrees Fahrenheit." The high temperature on April 4th was degreesLiners of this caliber are made to stretch when filled with waterStretching of the liner occurs in full sunlight with temps above degreesMr [redacted] first contacted me after the liner had been installed and pulled down his pool wall due to the cold temperaturesWhen I talked to Mr [redacted] I asked to see picturesHe stated he had pictures but I never saw themI asked Mr [redacted] what he would like for us to doI offered a new liner and a new wallHe stated he wanted a full refund of the original price of the pool which was installed years ago plus his labor to put in the liner that he put in and labor for his landscaping timeI would have no problem talking to Mr [redacted] again, but the last words when he left the store was I don't want anyone from Family Leisure coming to my houseI am still willing to go to Mr ***'s house to determine the damage and see what is able to still work and what parts need replacementWe at Family Leisure are willing to go above and beyond to try to make Mr [redacted] happy Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason we filed a complaint was we were sold the wrong size pool linerWhich caused the destruction of the pool and landscaping around the poolThat was why we filed the complaint and why we had no trust with the company even after questioning them on proper sizeTrust and integrity is not there Final Consumer Response / [redacted] (3000, 13, 2015/07/09) */ We were contacted by there insurance company.Saying that they wanted to settle the complaint before going to courtIndividuals name is [redacted] works for Federated InsuranceHis number is XXX-XXX-XXXX have not heard anything back from himHis office is in Owatonna Mnemail is [redacted] @fedins.comThank you
I am rejecting this response because: Here are photos of the pool that I took when I asked the installer to leave, as you can see the top rails have large gaps and are crooked, and the concrete footings were barely supporting the pool uprights which support the pool, when he came back on Sunday he kicked with concrete footings to try to get them under the pool wall uprights which in my mind is NOT the correct way to correct the issue, and then had to drill a bunch f new holes in the top rail plates and move the top rails to try to make the last top rail connection, the last top rail section was off by at least inches and looked terrible, family leisure is Not telling the truth about me asking for $ I did tell the service manager when he came out to inspect that I wanted compensation for NOT getting what I paid for, which was a professional installation, you can also see the wrinkles n the walls, which they say is normal, but the installer said he didn't have a special vacuum with him that he needed to get them out but that when the pool fills up they would be gone, well they are NOT all goneMy point being is they sold me on there product and professional installation and it is obvious that I didn't get that as you can see by the photos, I've never said I was satisfied and that's why I filed this complaint to begin with, after the install manager told me they are doing nothing to compensate me for the job I received and I told him I would pursue further action, he said go aheadthank you [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/10/21) */ Family Leisure has done everything customer has requestedTore down pool added more sand and replaced linerI have been in contact with the customer and all seems fine Consumer Indicated that he/she accepted the business response
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 meBut I do doubt the heater was big enough to heat efficiently and with out problems I recommend Family Leisure give the option for the buyer to pay for a larger heater if so desired Would have saved me at least $to $and a partial summer of a pool not useableLegally, they are correct but customer satisfaction after the sale was not part of their business standards - will not longer do business with this company
I have left a message with customer and am scheduled to go to customers house on 8/9/to address all complaintsI am very sorry for the trouble this has caused Mr***We strive to make every customer happy and will do so at this timeWe were scheduled to call customer 1/hour before service
callI called and left message with customer and no answerI left a message and had to move on to my next jobIt will be scheduled at Mr ***'s time frame so he may be there to make sure all problems are solved at time of service call
We have come to an agreement to replace the liner on June 29th and supply new start up chemicals to the customerWe are very sorry for the inconvenience this has caused and believe we will fix this situation on the 29th
The heater for the customer was a 150,btu heater sufficient to heat a 15x30x54" poolApro, who came out to service the heater, were contracted by Rheem to service the heaterFamily Leisure placed the heater exactly where customer told them he wanted itIt is the customers responsibility
acting as the general contractor to read all instructions and pull all permitsApro, the servicing contractor, is resposible for returning the heater as per their service agreement with RheemFamily Leisure installed the heater with no electical or gas hook up as per our installation agreementApro made trips to the customers house to service the heater before they said it was too small, which it wasn'tWe are sorry for the trouble he has had with his heater but according to service guidelines with Rheem, the heater is to be fixed and is not an option to replace until all steps have been taken to be fixed
Initial Business Response /* (1000, 8, 2015/06/24) */
As per manufacture warranty line 6 states. "The ideal temperature should be above 70 degrees Fahrenheit." The high temperature on April 4th was 52 degrees. Liners of this caliber are made to stretch when filled with water. Stretching of the...
liner occurs in full sunlight with temps above 70 degrees. Mr. [redacted] first contacted me after the liner had been installed and pulled down his pool wall due to the cold temperatures. When I talked to Mr [redacted] I asked to see pictures. He stated he had pictures but I never saw them. I asked Mr [redacted] what he would like for us to do. I offered a new liner and a new wall. He stated he wanted a full refund of the original price of the pool which was installed 8 years ago plus his labor to put in the liner that he put in and labor for his landscaping time. I would have no problem talking to Mr [redacted] again, but the last words when he left the store was I don't want anyone from Family Leisure coming to my house. I am still willing to go to Mr [redacted]'s house to determine the damage and see what is able to still work and what parts need replacement. We at Family Leisure are willing to go above and beyond to try to make Mr [redacted] happy.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason we filed a complaint was we were sold the wrong size pool liner. Which caused the destruction of the pool and landscaping around the pool. That was why we filed the complaint and why we had no trust with the company even after questioning them on proper size. Trust and integrity is not there.
Final Consumer Response /* (3000, 13, 2015/07/09) */
We were contacted by there insurance company.Saying that they wanted to settle the complaint before going to court. Individuals name is [redacted] works for Federated Insurance. His number is XXX-XXX-XXXX have not heard anything back from him. His office is in Owatonna Mn. email is [redacted]@fedins.com. Thank you
Family Leisure did install an above ground pool for Mr [redacted]. The installation was scheduled for Friday July 1st. The installers were in the process of installing the pool (and had almost completed it) when Mr [redacted] asked them to stop working and leave. Mr [redacted] came into the...
store on Saturday morning, July 2nd, and expressed concerns with the process of installation with our store manager, Tim [redacted]. Mr [redacted] tried to explain the steps of installation to Mr [redacted], but he did not want an explanation, just a $1000 discount. He then said he would settle for $500. Mr [redacted] then agreed to go to Mr [redacted] house (on a very busy Saturday afternoon) and inspect it in person. Upon visiting the install site, Mr [redacted] saw that the install was correct and that it was nearly complete. Mr [redacted] did not like this explanation and again asked for money back. We agreed to bring in our install crew and finish his job on Sunday morning, July 3rd, which we did. We explained to Mr [redacted] that the pool should be filled when in sunlight and above 65 degrees and would probably take several days. We assume Mr [redacted] filled his pool overnight on Sunday because it was completely full by Monday afternoon. This causes stress on the liner and while it is purely cosmetic, it does effect the overall look of the pool. Mr [redacted] came into the store on Monday July 4th to get chemical advice and said that his pool was fine, but that he still wanted "compensation for his trouble" or he would contact the Revdex.com and give bad reviews to Family Leisure. Family Leisure feels that we went above and beyond to take care of Mr [redacted] by bringing in a crew on a Sunday to finish the installation that could have been completed on the first trip if he would have let our crew do so. We do not feel like compensation in any way is in order and will not compensate a customer simply because he says he is going to post negative comments about us.
I am rejecting this response because: Hello, Yea that is accurate...
that they are coming on the 29th, however we would like some compensation for all the money we have spent above and beyond the cost of the pool itself. I think for all we have had to endure, that's the least you can do. We have spent so much filling, draining, filling, draining this pool! Needless to say we haven't really been able to enjoy the pool, and having to stay home every time they claim to be coming here to fix it. Thank you!
Initial Business Response /* (1000, 8, 2015/10/21) */
Family Leisure has done everything customer has requested. Tore down pool added more sand and replaced liner. I have been in contact with the customer and all seems fine.
Consumer Indicated that he/she accepted the business response.
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. But I do doubt the heater was big enough to heat efficiently and with out problems. I recommend Family Leisure give the option for the buyer to pay for a larger heater if so desired. Would have saved me at least $500 to $600 and a partial summer of a pool not useable. Legally, they are correct but customer satisfaction after the sale was not part of their business standards - will not longer do business with this company.
I am rejecting this response because:
Here are photos of the pool that I took when I asked the installer to leave, as you can see the top rails have large gaps and are crooked, and the concrete footings were barely supporting the pool uprights which support the pool, when he came back on Sunday he kicked with concrete footings to try to get them under the pool wall uprights which in my mind is NOT the correct way to correct the issue, and then had to drill a bunch f new holes in the top rail plates and move the top rails to try to make the last top rail connection, the last top rail section was off by at least 6 inches and looked terrible, family leisure is Not telling the truth about me asking for $ 1000.00 I did tell the service manager when he came out to inspect that I wanted compensation for NOT getting what I paid for, which was a professional installation, you can also see the wrinkles n the walls, which they say is normal, but the installer said he didn't have a special vacuum with him that he needed to get them out but that when the pool fills up they would be gone, well they are NOT all gone. My point being is they sold me on there product and professional installation and it is obvious that I didn't get that as you can see by the photos, I've never said I was satisfied and that's why I filed this complaint to begin with, after the install manager told me they are doing nothing to compensate me for the job I received and I told him I would pursue further action, he said go ahead. thank you[redacted]
Initial Business Response / [redacted] (1000, 8, 2015/06/24) */ As per manufacture warranty line states"The ideal temperature should be above degrees Fahrenheit." The high temperature on April 4th was degreesLiners of this caliber are made to stretch when filled with waterStretching of the liner occurs in full sunlight with temps above degreesMr [redacted] first contacted me after the liner had been installed and pulled down his pool wall due to the cold temperaturesWhen I talked to Mr [redacted] I asked to see picturesHe stated he had pictures but I never saw themI asked Mr [redacted] what he would like for us to doI offered a new liner and a new wallHe stated he wanted a full refund of the original price of the pool which was installed years ago plus his labor to put in the liner that he put in and labor for his landscaping timeI would have no problem talking to Mr [redacted] again, but the last words when he left the store was I don't want anyone from Family Leisure coming to my houseI am still willing to go to Mr ***'s house to determine the damage and see what is able to still work and what parts need replacementWe at Family Leisure are willing to go above and beyond to try to make Mr [redacted] happy Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason we filed a complaint was we were sold the wrong size pool linerWhich caused the destruction of the pool and landscaping around the poolThat was why we filed the complaint and why we had no trust with the company even after questioning them on proper sizeTrust and integrity is not there Final Consumer Response / [redacted] (3000, 13, 2015/07/09) */ We were contacted by there insurance company.Saying that they wanted to settle the complaint before going to courtIndividuals name is [redacted] works for Federated InsuranceHis number is XXX-XXX-XXXX have not heard anything back from himHis office is in Owatonna Mnemail is [redacted] @fedins.comThank you
I am rejecting this response because: Here are photos of the pool that I took when I asked the installer to leave, as you can see the top rails have large gaps and are crooked, and the concrete footings were barely supporting the pool uprights which support the pool, when he came back on Sunday he kicked with concrete footings to try to get them under the pool wall uprights which in my mind is NOT the correct way to correct the issue, and then had to drill a bunch f new holes in the top rail plates and move the top rails to try to make the last top rail connection, the last top rail section was off by at least inches and looked terrible, family leisure is Not telling the truth about me asking for $ I did tell the service manager when he came out to inspect that I wanted compensation for NOT getting what I paid for, which was a professional installation, you can also see the wrinkles n the walls, which they say is normal, but the installer said he didn't have a special vacuum with him that he needed to get them out but that when the pool fills up they would be gone, well they are NOT all goneMy point being is they sold me on there product and professional installation and it is obvious that I didn't get that as you can see by the photos, I've never said I was satisfied and that's why I filed this complaint to begin with, after the install manager told me they are doing nothing to compensate me for the job I received and I told him I would pursue further action, he said go aheadthank you [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/10/21) */ Family Leisure has done everything customer has requestedTore down pool added more sand and replaced linerI have been in contact with the customer and all seems fine Consumer Indicated that he/she accepted the business response
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 meBut I do doubt the heater was big enough to heat efficiently and with out problems I recommend Family Leisure give the option for the buyer to pay for a larger heater if so desired Would have saved me at least $to $and a partial summer of a pool not useableLegally, they are correct but customer satisfaction after the sale was not part of their business standards - will not longer do business with this company
I have left a message with customer and am scheduled to go to customers house on 8/9/to address all complaintsI am very sorry for the trouble this has caused Mr***We strive to make every customer happy and will do so at this timeWe were scheduled to call customer 1/hour before service
callI called and left message with customer and no answerI left a message and had to move on to my next jobIt will be scheduled at Mr ***'s time frame so he may be there to make sure all problems are solved at time of service call
We have come to an agreement to replace the liner on June 29th and supply new start up chemicals to the customerWe are very sorry for the inconvenience this has caused and believe we will fix this situation on the 29th
The heater for the customer was a 150,btu heater sufficient to heat a 15x30x54" poolApro, who came out to service the heater, were contracted by Rheem to service the heaterFamily Leisure placed the heater exactly where customer told them he wanted itIt is the customers responsibility
acting as the general contractor to read all instructions and pull all permitsApro, the servicing contractor, is resposible for returning the heater as per their service agreement with RheemFamily Leisure installed the heater with no electical or gas hook up as per our installation agreementApro made trips to the customers house to service the heater before they said it was too small, which it wasn'tWe are sorry for the trouble he has had with his heater but according to service guidelines with Rheem, the heater is to be fixed and is not an option to replace until all steps have been taken to be fixed
Initial Business Response /* (1000, 8, 2015/06/24) */
As per manufacture warranty line 6 states. "The ideal temperature should be above 70 degrees Fahrenheit." The high temperature on April 4th was 52 degrees. Liners of this caliber are made to stretch when filled with water. Stretching of the...
liner occurs in full sunlight with temps above 70 degrees. Mr. [redacted] first contacted me after the liner had been installed and pulled down his pool wall due to the cold temperatures. When I talked to Mr [redacted] I asked to see pictures. He stated he had pictures but I never saw them. I asked Mr [redacted] what he would like for us to do. I offered a new liner and a new wall. He stated he wanted a full refund of the original price of the pool which was installed 8 years ago plus his labor to put in the liner that he put in and labor for his landscaping time. I would have no problem talking to Mr [redacted] again, but the last words when he left the store was I don't want anyone from Family Leisure coming to my house. I am still willing to go to Mr [redacted]'s house to determine the damage and see what is able to still work and what parts need replacement. We at Family Leisure are willing to go above and beyond to try to make Mr [redacted] happy.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason we filed a complaint was we were sold the wrong size pool liner. Which caused the destruction of the pool and landscaping around the pool. That was why we filed the complaint and why we had no trust with the company even after questioning them on proper size. Trust and integrity is not there.
Final Consumer Response /* (3000, 13, 2015/07/09) */
We were contacted by there insurance company.Saying that they wanted to settle the complaint before going to court. Individuals name is [redacted] works for Federated Insurance. His number is XXX-XXX-XXXX have not heard anything back from him. His office is in Owatonna Mn. email is [redacted]@fedins.com. Thank you
Family Leisure did install an above ground pool for Mr [redacted]. The installation was scheduled for Friday July 1st. The installers were in the process of installing the pool (and had almost completed it) when Mr [redacted] asked them to stop working and leave. Mr [redacted] came into the...
store on Saturday morning, July 2nd, and expressed concerns with the process of installation with our store manager, Tim [redacted]. Mr [redacted] tried to explain the steps of installation to Mr [redacted], but he did not want an explanation, just a $1000 discount. He then said he would settle for $500. Mr [redacted] then agreed to go to Mr [redacted] house (on a very busy Saturday afternoon) and inspect it in person. Upon visiting the install site, Mr [redacted] saw that the install was correct and that it was nearly complete. Mr [redacted] did not like this explanation and again asked for money back. We agreed to bring in our install crew and finish his job on Sunday morning, July 3rd, which we did. We explained to Mr [redacted] that the pool should be filled when in sunlight and above 65 degrees and would probably take several days. We assume Mr [redacted] filled his pool overnight on Sunday because it was completely full by Monday afternoon. This causes stress on the liner and while it is purely cosmetic, it does effect the overall look of the pool. Mr [redacted] came into the store on Monday July 4th to get chemical advice and said that his pool was fine, but that he still wanted "compensation for his trouble" or he would contact the Revdex.com and give bad reviews to Family Leisure. Family Leisure feels that we went above and beyond to take care of Mr [redacted] by bringing in a crew on a Sunday to finish the installation that could have been completed on the first trip if he would have let our crew do so. We do not feel like compensation in any way is in order and will not compensate a customer simply because he says he is going to post negative comments about us.
I am rejecting this response because: Hello, Yea that is accurate...
that they are coming on the 29th, however we would like some compensation for all the money we have spent above and beyond the cost of the pool itself. I think for all we have had to endure, that's the least you can do. We have spent so much filling, draining, filling, draining this pool! Needless to say we haven't really been able to enjoy the pool, and having to stay home every time they claim to be coming here to fix it. Thank you!
Initial Business Response /* (1000, 8, 2015/10/21) */
Family Leisure has done everything customer has requested. Tore down pool added more sand and replaced liner. I have been in contact with the customer and all seems fine.
Consumer Indicated that he/she accepted the business response.
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. But I do doubt the heater was big enough to heat efficiently and with out problems. I recommend Family Leisure give the option for the buyer to pay for a larger heater if so desired. Would have saved me at least $500 to $600 and a partial summer of a pool not useable. Legally, they are correct but customer satisfaction after the sale was not part of their business standards - will not longer do business with this company.
I am rejecting this response because:
Here are photos of the pool that I took when I asked the installer to leave, as you can see the top rails have large gaps and are crooked, and the concrete footings were barely supporting the pool uprights which support the pool, when he came back on Sunday he kicked with concrete footings to try to get them under the pool wall uprights which in my mind is NOT the correct way to correct the issue, and then had to drill a bunch f new holes in the top rail plates and move the top rails to try to make the last top rail connection, the last top rail section was off by at least 6 inches and looked terrible, family leisure is Not telling the truth about me asking for $ 1000.00 I did tell the service manager when he came out to inspect that I wanted compensation for NOT getting what I paid for, which was a professional installation, you can also see the wrinkles n the walls, which they say is normal, but the installer said he didn't have a special vacuum with him that he needed to get them out but that when the pool fills up they would be gone, well they are NOT all gone. My point being is they sold me on there product and professional installation and it is obvious that I didn't get that as you can see by the photos, I've never said I was satisfied and that's why I filed this complaint to begin with, after the install manager told me they are doing nothing to compensate me for the job I received and I told him I would pursue further action, he said go ahead. thank you[redacted]