Home and Leisure Inc.

September 14, Home and Leisure Superstore *** *** Lane Bakersfield, CA *** *** ***@homeandleisure.com Revdex.com WShaw Lane Fresno, CA info@ccie>Revdex.com.org Case ID *** Dear ***, Hope you are doing well. My name is *** *** and I am the service manager for Home and Leisure. I was also the salesperson on the transaction with Mr*** ***I am also writing on behalf of *** ***. I will address each complaint brought forth by Mr*** The spa removal that Mr*** refers to was done by a sub contractor and not an acting agent of Home and Leisure. This is a civil matter between Mr*** and his ex-wife The spa was delivered without a jumper switch. Mr*** is correct that Hot Spot 220v should not have a jumper. I did not tell him the jumper had to be in place. I remember this because at the time I didn’t know what a jumper was. The reason the circuit board burned up was because Mr*** wired the Common as hot. The Common has to be wired as neutral. This information was given to me by *** *** of ***’s Spa Service. She called Watkins Mfg who also verified that the spa was wired wrong and that this would cause the circuit board to short out At the time of purchase I always verbally and in writing explain to customers that if they do not use a factory trained qualified electrician they will void their warranty. In I had five customers burn up some part of the circuit board due to the electrician of their choice hardwiring their spa incorrectly. Please see below verbage included in Mr***’s invoice: NO REFUNDS ON SPECIAL ORDERS, 25% CANCELLATION FEE ON ALL ITEMSWARRANTY: RESPONSIBILITY FOR ALL GOODS SOLD BY THE SELLER IS LIMITED TO THE MANUFACTURER'S WARRANTYALL ELECTRICAL, IF NECESSARY, TO BE DONE BY A QUALIFIED ELECTRICIAN There is only one factory trained electrician in town and I have verified again that *** *** owner of JC ELECTRIC was not part of this installation. Mr *** told me he would be wiring it himself. I told him that voids the warranty Despite all of my attempts to prevent the very thing that happened, the circuit board burned up. At this point I have not charged Mr*** a cent to send out my technicians to try to help him. This is money lost to Home and Leisure. In addition I offered again at no charge a second circuit board. After installation of the second circuit board, the voltage was tested by *** from ***’s Spa Service and it was showing the wrong voltage. *** told Mr *** that he would return once the problem was corrected. Mr*** told *** he would be fixing it. The next day Mr*** called *** to tell him that *** didn’t know what she was doing, that she was a bh and if he ever saw her in public that he would beat her as*** called me and said she will never go back to Mr***’s house. A year later she still feels the same way. I will add that in the second circuit board there was a jumper. I called Watkins as soon as I spoke to Mr*** when he came in my office around 9/1/and spoke with *** from Watkins Technical and asked what would happen if the spa was run with the jumper in. He said it would trip the breaker but would not in any way burn the circuit board. He also verified that wiring the Common as hot would burn the board. Again I will add that the voltage to the spa was weak and this circuit board with the jumper removed should have worked. And the circuit board was given to Mr*** at no charge (our cost $300). Mr*** has also replaced at least one other part in the spa on his own. Again this voids the warranty In Watkins Warranty Verbage under the Limitations section it states: “Except as described above, this warranty does not cover defects or damage due to wear and tear, improper installation, alteration without Watkins’ prior consent… Failure to follow Watkins Pre-Delivery Instructions or Owner’s Manual or repairs made or attempted by anyone other than an authorized representative of Watkins. Alteration includes but is not limited to, any component or plumbing change or electrical conversion.” Home and Leisure thanks Mr*** for his service. We are sad that his second spa experience has not been smooth, but we tried everything above and beyond to help. We however never condone threats of violence against any of our employees or sub contractors. Sincerely, *** *** Service Manager/Salesperson Home and Leisure Superstore

I am rejecting this response because: the statement from *** is incorrect she told me the jumper was to be in place which is incorrectI want a full refund minus the 25% restocking fee or I want the spa fixedPlease explain to *** the difference as to a certified and qualified electricianFinally I was rude with *** as I believe her and *** both were high on some sort of drugI don't want them on my property unless they can pass a drug test

Hi ***, Hope you are doing well We received Mr***'s response to our response A) Mr*** voided the manufacturer's warranty by wiring his Spa himselfB) Mr*** voided the manufacturer's warranty by replacing parts in the spaC) Warranty clearly states that the warranty is voided by improper installation or repair by a non authorized Watkins Representative. Mr*** is not an authorized representative of Watkins Manufacturing. There are only such people in town. *** *** from JC Electric, Allen Harp from Aquatic Pool and Spa and *** *** from ***'s Spa. We are the only dealer for Watkins in Kern CountyD) *** and *** to our knowledge do not engage in illegal drug activity. We would not hire them if any such behavior had been exhibitedE) Threats of violence on the part of the complaintant are unacceptable Thank you for your consideration

Initial Business Response /* (1000, 5, 2016/06/16) */
June 14, 2016
Home & Leisure Super Store
In response to the Revdex.com Complaint # XXXXXXXX
Mr. [redacted] Called the store stating that he had a hole in is liner.. My first solution was to tell him to patch it.
Mr. [redacted] then called and said the...

patch didn't work and asked if there was any warranty on the liner. With out looking at the Invoice I told him it would be predicated on certain criteria. I told him we would have to inspect the liner to see if it was indeed a warranty issue.
I sent an employee "[redacted]" out to verify the issue at hand. I was informed that the liner would fall into the area of warranty. I then looked at Mr. [redacted]'s original invoice. The Invoice states that the pool was a "Clearance pool and Was sold "as is" .
My response to Mr [redacted] was predicated on this verbiage. I sent a Note / Copy of the invoice to Mr. [redacted] Highlighting the area on the invoice which stipulated "AS IS" Mr [redacted] then came into the store and produced the original invoice that had some hand written changes on it. [redacted] H. obviously made some changes with out changing it on the Stores copy. Hence the confusion. I couldn't verify anything with [redacted] H. as he is no longer employed with Home & Leisure.
After Seeing the original invoice I provided Mr. [redacted] a Liner at "No Charge" I asked if he'd like to have us get an installer for him. He informed me that he had someone to do the work. I informed him that, due to the fact that we are not installing the liner we will not be warranting the new liner.. He agreed and left with a new liner.
In conclusion:
The red tape during this exchange was unfortunate but in the end Home & Leisure Took care of the issue at hand. We Warrantied the Liner 100 % and offered Labor to install the liner at a reasonable Rate.
Home & Leisure Still stands on the Ready to Help the [redacted] family with any and all of the Pool Needs.
Respectfully [redacted]