Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Sorry for the issues Mr. [redacted] has been experiencing with his pool. The liner was installed May/June of last year. There were no obvious stains when in was installed and this developed over the winter while the pool was closed according to Mr. [redacted]. We had Dave K[redacted] the...
installer of the liner out in June/July to look at the area of discolor to see what it was. According to Dave the spot was a raised area and appeared to be Black Algae, which is the hardest algae to get rid of in a pool. Black Algae spores enter a pool through the air and take root in the liner. Mr. [redacted] was give some chemicals by Christina at the Florence store to help combat this problem. Getting rid of Black Algae is no easy task. The Algae needs to be scrubbed with a pool brush vigorously several times a day to open up the waxy coating over the algae so chlorine can effectively kill it. It requires a higher than normal Free Chlorine reading in the pool so when the algae is open you have it there to kill the algae. Black Algaecide is used to help prevent the spread of Black Algae while it's being scrubbed. Mr. [redacted] was given chemicals at no-charge to help combat this but it requires a decent amount of work on Mr. [redacted]s part. It was also discussed by Mr. [redacted] about having a diver out to cut the discolored part of the liner out ad patch or just patch directly over the algae. While this can be done we don't recommended patching unless necessary. We feel we have gone above for Mr. [redacted] by sending out Dave Kampsen free of charge to examine what the spot was and by also giving free chemicals to help combat the algae issue. I can understand the frustration by Mr. [redacted] but we have done what we feel is adequate to help. If Mr. [redacted] would like a diver to cut out the liner and patch which again is not recommended that would be at Mr. [redacted]s expense. ThanksGeorge G[redacted]Director of Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. They did not give you the most current version of events.
I had their recommended electrician come out and make all necessary repairs. The check from the electrician cleared the bank on 1-29. (This was the 2nd time this electrician had been out. They supposedly didn't find problems on the prior call but suddenly my wires are burned up.... makes you wonder???) On 2-5, (just a few days later) I once again noticed the hot tub had tripped. It had to have been off for some time because the water was very cold. There is obviously some problem with this hot tub that Watsons is incapable of finding or fixing. This would be like your new car stalling all the time and the dealership telling you sorry, there is just nothing wrong with it. Maybe the gas you're getting over and over is bad. This is pure rubbish. I want my money back. I have absolutely grown to hate this hot tub because it has been nothing but one thing after another. IT IS OBVIOUSLY A LEMON. Their BS about dirty filters is for the birds. They put in brand new filters one time and it tripped 2 days later. On the time they noted the hot tub had stopped because of dirty filters and grime, that is again rubbish. The hot tub tripped and I had to restart it. It ran for 5 additional days on these dirty filters. When they came out and said it was quitting because of the dirty filters, I asked them why it ran 5 days on dirty filters as I had not cleaned then after restarting. (They had just been cleaned a few days before the thing tripped.) They said, Oh the weather was colder and that's why it didn't trip with dirty filter. Interestingly enough, these past few days have been frigid and it has tripped. Guess they'll have some excuse for this. That is just excuses they are using hoping to run the warranty out and leave me stuck with this piece of junk. Please help me. It I cannot get resolution to this matter with you, Watsons or [redacted], I will have no choice but to call the TV station and have them bring the cameras to Watsons when I have this hot tub returned to their door step. Please help me just get my money back so I can get a different hot tub from a different and honest dealer. I need this for health reasons. I am disabled. Please help me.
Regards,
[redacted]
I'm sorry for the issues Mrs. [redacted] has experienced with her tub, but during our service visits we have not found an issue with the tub to date. We have reached out to the manufacture [redacted] for help with the situation but when we went there to get them some electrical readings that...
[redacted] asked for we found the electrical box burnt (see attached) We currently have a ticket in the system for Thursday February the 18th for our head tech Andy to stop out again and get the readings for [redacted]. Of the seven times we have been out on only one occasion Mrs. [redacted] has had one charged for work and filters. We feel we have gone above and beyond to take care of the tub issues that seem to have nothing to do with the tub or our service. I know Mrs. [redacted] had a tub there previous. I'm not sure what brand but the current model she has [redacted] with tub 100% filtration which will require more maintenance from the customer because all the water is pulled through the filters unlike others that have a by-pass built in. We have had not other issues with [redacted] tubs in the field for similar situations. The following are the what we found we were out for tripped breaker and spa not working.7/21/15 Breaker tripping - Mike T[redacted] found dirty filters - Service call was at no-charge even though manufacture doesn't cover that.9/15/15 Spa not heating - Mike T[redacted] found the topside locked out - service call at no-charge not covered by mfg. 11/25/15 Breaker tripping - Andy S[redacted] spoke to customer found it was dirty filters 12/03/15 Breaker tripping - Andy S[redacted] went out found the breaker was bad. Disconnected the tub and the breaker still tripped - service at no-charge not covered by mfg. 12/7/15 Spa not working - Rico B[redacted] when out found the spa in sleep mode - service at no-charge not covered by mfg.1/15/16 Breaker Tripping - Rico B[redacted] went out found dirty filters and sm line around tub told customer to use enzyme to break down sm. Sent bill for filter and trip charge - later taken care of1/26/16 Breaker Tripping - Andy S[redacted] went out found the beaker box was burnt up (see attached photo) - no-charge for the service call. ThanksGeorge G[redacted]Director of Customer Service
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]
I apologies to Mrs. [redacted] for the issues with the pool cleaner. I did leave a message for Mrs. [redacted] explaining that we could either UPS the power supply out or they could pick up the power supply it was sitting in my office. The power supply sat on my table in my office for 3...
days then was gone. I was told by Bryan that a customer had stopped in over that weekend and picked up the box. I assumed it was Mrs. [redacted] who picked up the box. I have ordered a new power supply from Maytronics who said we should have it by the end of the week. I will have it taken out to Mrs. [redacted] when it arrives. Again I apologize for the issues with the power supply.ThanksGeorge G[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Ms [redacted]: This is the response I just sent today. I am off today until 4 if they want to come out 8/16/17: I am responding to Watson's response. Their technican reported no burnt receptacle upon inspecting the pool pump, and in fact said nothing was wrong with the pump that it was instead the electrical outlet. Now that the electrician who installed the pool grounding, inspected the outlet and found it to be working, Watson's is saying there is a burnt receptacle. Why was this not mentioned previous to the electrician's outlet inspection? I spoke to the Watson electrician after he called me to say it was the outlet. He never mentioned a burnt receptacle, plus in correspondence, Watson's never mentioned it until the outlet was determined as functioning. Also, the pump filter handle is NOT in tact. It will not budge to move along settings in order to clean the pool. It will not move and that is what the store clerk said was a factory defective handle, in his attempts to sell me another one plus installation costs. Watson's now wants me to meet with their technican, which will require me to take off work. This will mean lost wages for me, plus whatever additional costs they want to charge me instead of honoring the warranty. Watson's needs to honor the warranty and repair this pool pump and the handle. Now my pool is green and we have not been able to use the pool for most of the summer. This is outrageous.8/17/2017:Re: complaint1 message[redacted] <[redacted]> Wed, Aug 16, 2017 at 4:29 PMTo: "[redacted]" <[redacted] We had to unplug the pool pump because it started pumping water out of the poolSent from Yahoo Mail on AndroidOn Wed, Aug 16, 2017 at 3:54 PM, [redacted]<[redacted][email protected]> wrote:Hi [redacted],The technician came and got the pool pump running and working. However he confirmed that the handle is broken and they can have a technician out tomorrow to fix that. I asked about warranty coverage and he pulled up information and said that I got the pool in August of 2015 so the warranty was expired. I explain to him that I purchased the pool and 2015 but did not have possession of the pool until late July to early August of 2016. I explain but I initially called Watson's they had told me the warranty started data purchased but in the process of filing the complaint George had stated to me over the phone that the warranty begins at date of possession not of purchase. He said that it is likely that George will go ahead and replace the handle at no cost so that I can clean my pool again, but stated he is not George and can't make that promise. I want them to replace the pull handle on the pump at no cost due to the pool according to George is still under warranty if going to date of possession versus date of purchase. Additionally, the store clerk had told me that the pool handle was a factory defect and that is when they tried to sell me a new one and cost of installation. Thank you for your help in this matter you have been very kind.
Sorry for the issues Mr. [redacted] has experienced with this pool and the service he has experienced. The liner was installed in April of 2015 with no issues of leaking. Mr. [redacted] and his family went all summer with no leaking issues. Mr. [redacted] didn't experience any issues with a...
leaking liner until the end of the season. The pool liners carry a warranty for seam separation only from the manufacture. Any holes, tares, punctures would not be covered under the warranty and would be the responsibility of the pool owner to fix or have fixed. Mr. [redacted] was explained this was explained this at the time the service order was made by [redacted]. [redacted] Divers is who Watson's uses for all our dive needs and are based out of Cincinnati. [redacted] has no issues going out to Mr. [redacted] house to examine and repair the pool but will charge a mileage fee based off where Mr. [redacted] is located in Georgetown Ky. Mr. [redacted] what charged an out of zone fee initially when he purchased the pool for warehouse deliver and installation. [redacted] was there last year for a liner issues Mr. [redacted] had and charged Watson's this fee. [redacted] has been contacted again to go out there and should give Mr. [redacted] a call to get this scheduled. thanks [redacted]
I cannot speak for the work done by the electrician. We do not employee an Electrician on staff at Watson's. We do refer two electricians which is on the spa sales receipt but they are both independent contractors. Any work done by either is paid directly to them by the customer. I know there was an existing tub sitting there before, I'm not sure how much work had to be done to wire up this new tub. I know there were issues with the breaker box, our technician found this out when he was there. If Mrs. [redacted] paid them for prior work as stated above she should contact the electrician directly to have them to fix what isn't right. We will not pay for the electrical work that needs to be or has been done already. The electricity is the responsibility of the home owner. Our technician who was out there several times for the breaker tripping, stated he felt the existing wiring that was there from the previous tub could be the issue. We have no issue extending the warranty for an additional 6 months from date of purchase but will not be paying for electrical work. As for any other issues with the tub working I again can not comment on those as of now I'm not aware of any other problems.ThanksGeorge G[redacted]
Watson's has attempted to reach out to the customer on 7/7/17 via phone (left a voice mail) and email to resolve the issue. We have applied a full refund of $775.00 for the installation cost of the pool back to the customer's financing. I have emailed the customer a copy of the credit as well on 7/7/17. Please let me know if I can be of any further assistance in resolving this issue. Please except my apology for any inconvenience this may have caused you. Watson's Service Manager
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Watson's delivered a replacement unit to me a few weeks ago. I was not home when it was delivered. However, upon arriving home, I checked the unit. It is ONCE AGAIN, not the correct unit. The unit I purchased is a DX4 and allows for remote control capability. I have attached a picture of my [redacted] and the remote control for reference purposes. The replacement unit that they provided appears to not allow for this. It looks like the BASIC model. I have no way of testing it however. From looking at it, the screen does not look the same as the one I originally purchased.Once again, Watsons has not fulfilled my request. I asked for a replacement unit that is of the same type that I originally purchased and 1/2 half of the purchase price refunded. They have not replaced the unit with the correct unit and I have not seen the refund. I will be happy to place the unit they dropped off back on my porch for them to pick up and bring me the correct unit. Please note that once again, I have spent time addressing this issue. I will give Watsons one more attempt to get this correct. After which, I will not waste any further time on this matter. It will be an unresolved case as my time has value and Watsons is now exceeding the 50% refund and pushing towards a 75% refund. Perhaps they should consider giving me a 100% refund since they can't seem to send me the correct supply unit after multiple attempts.
Regards,
[redacted]
Called the business spoke with [redacted] he stated that the only thing left is to put up some lattice work and they are going to touch up the stain on the deck. [redacted] stated that money is still owed for the work that was done and he will be reaching out to Ms. [redacted] and discuss a discount amount...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution seems fair. I will visit City World Saturday June **. Hopefully things work out
Sincerely,
[redacted]
Revdex.com spoke with the business. The glass has been received at this time. The next step is to set up the appointment with the installers and the customer to install. The business estimates they should be able to reach out to the customer within the next day or so to find a time for this install.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Sorry for the issues Mr. [redacted] has been experiencing with his pool. The liner was installed May/June of last year. There were no obvious stains when in was installed and this developed over the winter while the pool was closed according to Mr. [redacted]. We had Dave K[redacted] the...
installer of the liner out in June/July to look at the area of discolor to see what it was. According to Dave the spot was a raised area and appeared to be Black Algae, which is the hardest algae to get rid of in a pool. Black Algae spores enter a pool through the air and take root in the liner. Mr. [redacted] was give some chemicals by Christina at the Florence store to help combat this problem. Getting rid of Black Algae is no easy task. The Algae needs to be scrubbed with a pool brush vigorously several times a day to open up the waxy coating over the algae so chlorine can effectively kill it. It requires a higher than normal Free Chlorine reading in the pool so when the algae is open you have it there to kill the algae. Black Algaecide is used to help prevent the spread of Black Algae while it's being scrubbed. Mr. [redacted] was given chemicals at no-charge to help combat this but it requires a decent amount of work on Mr. [redacted]s part. It was also discussed by Mr. [redacted] about having a diver out to cut the discolored part of the liner out ad patch or just patch directly over the algae. While this can be done we don't recommended patching unless necessary. We feel we have gone above for Mr. [redacted] by sending out Dave Kampsen free of charge to examine what the spot was and by also giving free chemicals to help combat the algae issue. I can understand the frustration by Mr. [redacted] but we have done what we feel is adequate to help. If Mr. [redacted] would like a diver to cut out the liner and patch which again is not recommended that would be at Mr. [redacted]s expense. ThanksGeorge G[redacted]Director of Customer Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. They did not give you the most current version of events.
I had their recommended electrician come out and make all necessary repairs. The check from the electrician cleared the bank on 1-29. (This was the 2nd time this electrician had been out. They supposedly didn't find problems on the prior call but suddenly my wires are burned up.... makes you wonder???) On 2-5, (just a few days later) I once again noticed the hot tub had tripped. It had to have been off for some time because the water was very cold. There is obviously some problem with this hot tub that Watsons is incapable of finding or fixing. This would be like your new car stalling all the time and the dealership telling you sorry, there is just nothing wrong with it. Maybe the gas you're getting over and over is bad. This is pure rubbish. I want my money back. I have absolutely grown to hate this hot tub because it has been nothing but one thing after another. IT IS OBVIOUSLY A LEMON. Their BS about dirty filters is for the birds. They put in brand new filters one time and it tripped 2 days later. On the time they noted the hot tub had stopped because of dirty filters and grime, that is again rubbish. The hot tub tripped and I had to restart it. It ran for 5 additional days on these dirty filters. When they came out and said it was quitting because of the dirty filters, I asked them why it ran 5 days on dirty filters as I had not cleaned then after restarting. (They had just been cleaned a few days before the thing tripped.) They said, Oh the weather was colder and that's why it didn't trip with dirty filter. Interestingly enough, these past few days have been frigid and it has tripped. Guess they'll have some excuse for this. That is just excuses they are using hoping to run the warranty out and leave me stuck with this piece of junk. Please help me. It I cannot get resolution to this matter with you, Watsons or [redacted], I will have no choice but to call the TV station and have them bring the cameras to Watsons when I have this hot tub returned to their door step. Please help me just get my money back so I can get a different hot tub from a different and honest dealer. I need this for health reasons. I am disabled. Please help me.
Regards,
[redacted]
I'm sorry for the issues Mrs. [redacted] has experienced with her tub, but during our service visits we have not found an issue with the tub to date. We have reached out to the manufacture [redacted] for help with the situation but when we went there to get them some electrical readings that...
m line around tub told customer to use enzyme to break down s
m. Sent bill for filter and trip charge - later taken care of1/26/16 Breaker Tripping - Andy S[redacted] went out found the beaker box was burnt up (see attached photo) - no-charge for the service call. ThanksGeorge G[redacted]Director of Customer Service
[redacted] asked for we found the electrical box burnt (see attached) We currently have a ticket in the system for Thursday February the 18th for our head tech Andy to stop out again and get the readings for [redacted]. Of the seven times we have been out on only one occasion Mrs. [redacted] has had one charged for work and filters. We feel we have gone above and beyond to take care of the tub issues that seem to have nothing to do with the tub or our service. I know Mrs. [redacted] had a tub there previous. I'm not sure what brand but the current model she has [redacted] with tub 100% filtration which will require more maintenance from the customer because all the water is pulled through the filters unlike others that have a by-pass built in. We have had not other issues with [redacted] tubs in the field for similar situations. The following are the what we found we were out for tripped breaker and spa not working.7/21/15 Breaker tripping - Mike T[redacted] found dirty filters - Service call was at no-charge even though manufacture doesn't cover that.9/15/15 Spa not heating - Mike T[redacted] found the topside locked out - service call at no-charge not covered by mfg. 11/25/15 Breaker tripping - Andy S[redacted] spoke to customer found it was dirty filters 12/03/15 Breaker tripping - Andy S[redacted] went out found the breaker was bad. Disconnected the tub and the breaker still tripped - service at no-charge not covered by mfg. 12/7/15 Spa not working - Rico B[redacted] when out found the spa in sleep mode - service at no-charge not covered by mfg.1/15/16 Breaker Tripping - Rico B[redacted] went out found dirty filters and s
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]
I apologies to Mrs. [redacted] for the issues with the pool cleaner. I did leave a message for Mrs. [redacted] explaining that we could either UPS the power supply out or they could pick up the power supply it was sitting in my office. The power supply sat on my table in my office for 3...
days then was gone. I was told by Bryan that a customer had stopped in over that weekend and picked up the box. I assumed it was Mrs. [redacted] who picked up the box. I have ordered a new power supply from Maytronics who said we should have it by the end of the week. I will have it taken out to Mrs. [redacted] when it arrives. Again I apologize for the issues with the power supply.ThanksGeorge G[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] Ms [redacted]: This is the response I just sent today. I am off today until 4 if they want to come out 8/16/17: I am responding to Watson's response. Their technican reported no burnt receptacle upon inspecting the pool pump, and in fact said nothing was wrong with the pump that it was instead the electrical outlet. Now that the electrician who installed the pool grounding, inspected the outlet and found it to be working, Watson's is saying there is a burnt receptacle. Why was this not mentioned previous to the electrician's outlet inspection? I spoke to the Watson electrician after he called me to say it was the outlet. He never mentioned a burnt receptacle, plus in correspondence, Watson's never mentioned it until the outlet was determined as functioning. Also, the pump filter handle is NOT in tact. It will not budge to move along settings in order to clean the pool. It will not move and that is what the store clerk said was a factory defective handle, in his attempts to sell me another one plus installation costs. Watson's now wants me to meet with their technican, which will require me to take off work. This will mean lost wages for me, plus whatever additional costs they want to charge me instead of honoring the warranty. Watson's needs to honor the warranty and repair this pool pump and the handle. Now my pool is green and we have not been able to use the pool for most of the summer. This is outrageous.8/17/2017:Re: complaint1 message[redacted] <[redacted]> Wed, Aug 16, 2017 at 4:29 PMTo: "[redacted]" <[redacted] We had to unplug the pool pump because it started pumping water out of the poolSent from Yahoo Mail on AndroidOn Wed, Aug 16, 2017 at 3:54 PM, [redacted]<[redacted][email protected]> wrote:Hi [redacted],The technician came and got the pool pump running and working. However he confirmed that the handle is broken and they can have a technician out tomorrow to fix that. I asked about warranty coverage and he pulled up information and said that I got the pool in August of 2015 so the warranty was expired. I explain to him that I purchased the pool and 2015 but did not have possession of the pool until late July to early August of 2016. I explain but I initially called Watson's they had told me the warranty started data purchased but in the process of filing the complaint George had stated to me over the phone that the warranty begins at date of possession not of purchase. He said that it is likely that George will go ahead and replace the handle at no cost so that I can clean my pool again, but stated he is not George and can't make that promise. I want them to replace the pull handle on the pump at no cost due to the pool according to George is still under warranty if going to date of possession versus date of purchase. Additionally, the store clerk had told me that the pool handle was a factory defect and that is when they tried to sell me a new one and cost of installation. Thank you for your help in this matter you have been very kind.
Sorry for the issues Mr. [redacted] has experienced with this pool and the service he has experienced. The liner was installed in April of 2015 with no issues of leaking. Mr. [redacted] and his family went all summer with no leaking issues. Mr. [redacted] didn't experience any issues with a...
leaking liner until the end of the season. The pool liners carry a warranty for seam separation only from the manufacture. Any holes, tares, punctures would not be covered under the warranty and would be the responsibility of the pool owner to fix or have fixed. Mr. [redacted] was explained this was explained this at the time the service order was made by [redacted]. [redacted] Divers is who Watson's uses for all our dive needs and are based out of Cincinnati. [redacted] has no issues going out to Mr. [redacted] house to examine and repair the pool but will charge a mileage fee based off where Mr. [redacted] is located in Georgetown Ky. Mr. [redacted] what charged an out of zone fee initially when he purchased the pool for warehouse deliver and installation. [redacted] was there last year for a liner issues Mr. [redacted] had and charged Watson's this fee. [redacted] has been contacted again to go out there and should give Mr. [redacted] a call to get this scheduled. thanks [redacted]
I cannot speak for the work done by the electrician. We do not employee an Electrician on staff at Watson's. We do refer two electricians which is on the spa sales receipt but they are both independent contractors. Any work done by either is paid directly to them by the customer. I know there was an existing tub sitting there before, I'm not sure how much work had to be done to wire up this new tub. I know there were issues with the breaker box, our technician found this out when he was there. If Mrs. [redacted] paid them for prior work as stated above she should contact the electrician directly to have them to fix what isn't right. We will not pay for the electrical work that needs to be or has been done already. The electricity is the responsibility of the home owner. Our technician who was out there several times for the breaker tripping, stated he felt the existing wiring that was there from the previous tub could be the issue. We have no issue extending the warranty for an additional 6 months from date of purchase but will not be paying for electrical work. As for any other issues with the tub working I again can not comment on those as of now I'm not aware of any other problems.ThanksGeorge G[redacted]
Mark S[redacted] has reached out to Mrs. [redacted] and they have come to a resolution. Thanks George G[redacted]
Watson's has attempted to reach out to the customer on 7/7/17 via phone (left a voice mail) and email to resolve the issue. We have applied a full refund of $775.00 for the installation cost of the pool back to the customer's financing. I have emailed the customer a copy of the credit as well on 7/7/17. Please let me know if I can be of any further assistance in resolving this issue. Please except my apology for any inconvenience this may have caused you. Watson's Service Manager
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Watson's delivered a replacement unit to me a few weeks ago. I was not home when it was delivered. However, upon arriving home, I checked the unit. It is ONCE AGAIN, not the correct unit. The unit I purchased is a DX4 and allows for remote control capability. I have attached a picture of my [redacted] and the remote control for reference purposes. The replacement unit that they provided appears to not allow for this. It looks like the BASIC model. I have no way of testing it however. From looking at it, the screen does not look the same as the one I originally purchased.Once again, Watsons has not fulfilled my request. I asked for a replacement unit that is of the same type that I originally purchased and 1/2 half of the purchase price refunded. They have not replaced the unit with the correct unit and I have not seen the refund. I will be happy to place the unit they dropped off back on my porch for them to pick up and bring me the correct unit. Please note that once again, I have spent time addressing this issue. I will give Watsons one more attempt to get this correct. After which, I will not waste any further time on this matter. It will be an unresolved case as my time has value and Watsons is now exceeding the 50% refund and pushing towards a 75% refund. Perhaps they should consider giving me a 100% refund since they can't seem to send me the correct supply unit after multiple attempts.
Regards,
[redacted]
Called the business spoke with [redacted] he stated that the only thing left is to put up some lattice work and they are going to touch up the stain on the deck. [redacted] stated that money is still owed for the work that was done and he will be reaching out to Ms. [redacted] and discuss a discount amount...
with her.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution seems fair. I will visit City World Saturday June **. Hopefully things work out
Sincerely,
[redacted]
Revdex.com spoke with the business. The glass has been received at this time. The next step is to set up the appointment with the installers and the customer to install. The business estimates they should be able to reach out to the customer within the next day or so to find a time for this install.