Family Leisure of San Antonio

Family Leisure To: Revdex.com Corporate Office La Posada Drive Austin, TX Complaint ID: *** (***) This is a response to Mr***'s letter he wrote about his Media ChairsHere at Family Leisure we strive to provide the best quality products at the lowest
prices guaranteedThis has been our mission for many yearsMr***'s understanding of the product's warranty is different than it is listed and discussed when products are purchasedThe Marquis Collection from Berkline was purchased 2/4/as a seat group for $1,The lifetime warranty offered by Berkline covers the structure and reclining mechanism of the chairAll fabrics and cover materials are warrantied for one year from the date of purchaseOur ability to stand behind our products is not in question due to the issue Mr*** is experiencingIn August of 2011, Mr*** had an issue with the arm restThe material was showing a bubbleWe replaced that section of the arm rest at no charge to Mr***, at that time the manufacturer Berkline was out of businessWe resolved the issue for Mr*** as if it were covered under warranty at our costThis act shows we stand behind the products we sellThe current issue Mr*** is experiencing is unfortunateThe cover material, (Fabric, Leather, or Vinyl) as stated in the manufacturer's printed warranty, is warranted for one yearAt this point in time we are years past the manufacturer's warrantyWhen Mr*** contacted our store about the issue he spoke with me, Austin Lampkin General Manager of Family LeisureI politely discussed the issue and requested photos of the chairsDuring the conversation, and unlike what was stated to the Revdex.com, there was no mention of any problems w/ the furniture other than the cover materialAfter reviewing Mr***'s photos it was determined the issue was related to wear and tear and not a manufacturer's defectWear and tear is not covered under the manufacturer's warrantyThe manufacturer, Berkline, being out of business has no bearing on this situation since the issue is non-warrantyCustomers come back and purchase other items we at Family Leisure sell due to the experience they had with their first purchaseWe work very hard to satisfy all of our customer's needs and requestsPreviously we assisted Mr*** at our own cost when the first issue aroseThis should be seen as evidence to Mr*** or anyone we stand behind the products we sellWe are sorry Mr*** feels the way he doesWe will not be able to repair or refund the media chairs purchased in 1/4/on invoice # We would like to extend an offer to Mr*** to allow him options to replace his current theater seatsOption one is from our Sunset CollectionA three seat set with manual recline and cup holdersprice $1,this would be available to Mr*** for only $899.99! Option two is our Magnolia CollectionA three set with power recline with storage and cup holdersprice $2,this would be available to Mr*** for only $1,In addition to the large discounts, I would also like to offer Free DeliveryThese options will be available to Mr*** until inventory is no longer available or the end of April Austin Lampkin General ManagerFamily Leisure of San Antonio(210) 344-

Complaint: [redacted]
I am rejecting this response because:It appears that the account of the general manager may be off due to lack of involvement in the resolution process and the great amount of time that has elapsed since the whole situation originated.  My making Family Leisure aware of issues with the pool actually started on the very day they “completed” the installation (as is evident with screenshot of text message sent to the install crew manager attached/uploaded).  You will also see from the very beginning (even before the installation was complete) I was more than willing to pay for the install in full, but that was before the issues came up.  My text was immediately after they left, and my wife looked over their work more closely.  I even called Family Leisure right after (as evident by additional screenshot attachment/upload) to inform them of the problems.  The service representative said that the general manager was not available, but he would call me the next day.  He did not.  I chose to give him a couple days and called again.  I was given the same story.  A couple days later (after emailing pics of the damage to the wall, loose top rails and leaking at the tubes & filter/eye), I was finally able to speak with the general manager.  From the very beginning, he was making light of all the damage, but he did agree to send a service guy out to look at the damage to the wall and repair the loose rails/leaks.We were not there when the service guy came due to a family emergency, but he assured me we did not need to be there as long as he had access, which he did.  When we got home, we found the leaks were mostly addressed but not fully and the top rails were not fixed at all.  They were still just as loose as before.  Out of frustration, I chose to inspect things closely myself.  My findings were mentioned in my original complaint. The general manager acts as if Family Leisure’s commitment is only to functionality.  If that’s the case, they could have dug a hole in the ground and filled it with water and still expected payment for installation.  The aesthetic appearance of a pool is part of its charm and a very big part in choosing to purchase a pool.  The aesthetic appearance of our pool has been more than slightly tarnished.  Then there’s the resale value.  We do understand depreciation due to age and use, but we also understand how something loses value (even sell ability) due to condition and abuse.  One would think that if they could maintain the condition and proper installation during the initial install at the previous location, they could do the same during the move and reinstall at the new location (given they follow proper procedures and install instructions).  It is definitely our plan to sell this above ground pool when we construct an in-ground pool in about 2-5 years.  The mangled post tops and damaged wall will definitely decrease any proposed price by more than $550, and it is very possible no one would want to purchase the pool for any price at all (choosing an undamaged pool over our damaged pool).So this is our proposition: we ask that all the work promised in option 1 be performed, but the installation price be reduced by 50%.  If this is not acceptable, we would then resort to you giving us a 100% reduction (no charge to partially reimburse for damages caused) with no necessary work, and we will cut our losses.  We have spent thousands of dollars with Family Leisure.  We have bought 2 pools (one when my wife was single from when it was Watson’s and this one after we were married).  We have spent so much to maintain the pool over the past few seasons (even twice as much last season, because none of the products seemed to work).  Family Leisure had no problem receiving payment from us for the disassembly, so the only reason why you haven’t collected for this is not because we are deadbeat customers.  We just refuse for Family Leisure to take advantage of us and not truly make good for their mistake.
Regards,
[redacted]