Garrett Photography

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

A staff member of Ms. [redacted] called and special ordered and electronic control module for their pool heater from our retail store and asked if we could ship it directly to their location.  Two weeks later Ms. [redacted] returned this electrical part to our store in obvious used condition without...

any of the original packaging, paper work or optional jumper wires that were shipped with the product.  We told her that typically electronic parts that are used are not returnable.  I think this is pretty standard in most industries when it comes electrical components although, we have on many occasions accepted them when they were returned in like new condition.Ms. [redacted] stated that the part did not repair her heater.  This may be true but unfortunately the heater has many components that could affect it's operations and we can't be sure that this component was the actual issue.Following the in store encounter with Ms. [redacted] my store manager spoke with me about the situation and what we might be able to do her. My manager telephoned Ms. [redacted] and tried to talk with her about some type of compromise, the result was Ms. [redacted] refusing to talk about it, threatening to file a complaint with the Revdex.com if we didn't take it back and then hanging up on him.I think it's also important to mention that Ms. [redacted] had not paid for the part at this point.I feel we acted reasonably in this situation, I believe she did not.The follow-up and conclusion to the story is that we were able to contract the manufacture of the product and because of our long term relationship they agreed to give us credit for the part even in its used condition.  We still had to absorb all sipping and handling fees.

Tell us why here... I have looked into Mr. [redacted] concerns and discussed them with the store staff members.   Our records show that he has purchased various pool products between 5/26/2016 thru 9/12/2016 and also taken advantage of the free water testing service we offer all customers....

Our records of water test results for this time period show that his chlorine levels have not been consistent and have been below the recommended 1 part per million in free chlorine 9 out of the 13 water samples brought in for testing. Not maintaining the proper chlorine levels is a contributing factor to algae growth and higher levels of bacteria and consequently result in excessive chemical use.  Our staff only has the ability to test the water brought to us and make recommendations based on the test results.  We must depend on the pool owner to treat the pool appropriately and make observations so that we may help them adjust for their unique situation. On 9/12/16 the Assistant Manager recommended that due to the algae growth and high phosphates (which were off the chart) he consider draining down and diluting the water then treating the pool with a winter kit to accomplish the goal of closing the pool for the winter.  At this time Mr. [redacted] stated that diluting was not an acceptable solution and he would continue to treat it chemically.  During this visit he purchased chemicals for $91.27 the amount referred to in his statement.  On 9/16/16 another water sample was brought to our store for testing and the staff member had informed him of the spin-lab results and recommendations for chemical treatment.   At his point he expressed concerns about purchasing more chemicals with the possibility of not achieving the desired results.  The staff member asked the manager for input and Mr. [redacted] was asked what his goal was at this point, continue to swim or close it for the season?  He stated he was planning to close it in the next few days.  The manager told him he had a couple of options.  One is to continue to chemically treat the pool or to drain down the pool to winterization level and dilute the existing water with new water and put in a winter kit. Again, Mr. [redacted] said the recommendation to drain down the pool was not an option.  This left continuing to treat the pool as recommended.  This is the point at which Mr. [redacted] became noticeably agitated and left the store.  I have no problem refunding Mr. [redacted] the $91.27 if he feels that is fare.  He has been a valued customer for several years. During the last 48 years High Country Pools has built its business in Northern Colorado by forming long term relationships with our customers. Because of these long term relationships, we’ve typically been able to worked through customers’ frustrations with their pool or spa face to face.  I’m sorry Mr. [redacted] didn’t feel he could do that.

I was surprised to read Mr. [redacted]’s rejection.  In his initial statement he said that what he wanted out of his complaint was a refund for his most recent purchase.  We gave him his requested refund and to the best of my knowledge he did not reject it. I think any business that deals with the public occasionally has a customer they cannot satisfy despite their best efforts. I regret that this appears to be the situation in this case.  I am pleased that it seems Mr. [redacted] has found someone who he feels comfortable working with. I hesitate to dignify the accusations Mr. [redacted]’s made in his recent statement but I would like to say that I believe nearly 50 years of doing business in Northern Colorado and hundreds of repeat commercial and residential customers speaks for itself.