Imperial Pools, Inc.

We will send an e-mail to the customer and discontinue the account We urge *** *** to have the problem with the tank resolved by a licensed company Other than that, it appears we have no sense of humor, for which we apologize

we have spoken to the pool co., and *** *** is going to take care of the issue for this consumer

The delivery was made on March 9th. The order was placed on the afternoon of the 6th. The storm did not allow us to make deliveries on the 7th. The delivery was made on the 9th. On the 8th our office informed someone calling regarding this delivery that the delivery
would be done the following day. It is asked that customers call in when the tank percentage is around 25%, especially in the winter season when storms impact delivery dates and gas is being used for heat. This company recommendation is even more critical when there are circumstances as described by the customer at there residence

We apologize for the difficulties you and your family experienced making contact with our office and receiving delivery. The January 4th date you referenced was the day of the snow storm, and it knocked our trucks off the road for and 1/days. Making up for this lost time with the
severe cold temperatures was difficultAs you know the delivery was made on January 10th. We discounted the rate cents per gallon off the agreed pricing. The company apologizes for the delay in delivery, however some of the events that created the delay were well outside of our control

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Since the original complaint was filed by customer, there have been numerous conversations between Spicer and customer. I believe we have answered all their questions and discussed their concerns. We do apologize for the difficulties experienced at the beginning of January. The
arrival of that much cold that early in the season, coupled with the snow storm, set us back and forced us to run customer's tanks to levels lower than we are comfortable with. The company appreciates our customer base, and we know that when weather conditions are at their worst our customers need us the most

We sincerely apologize for the missed delivery and lack of communication from our office. We are now removed from the challenges faced in the last few days of December and the first weeks of January, and reviewing our response. This is in no way a justification for the sequence of
events, but the review of your order did find that the delivery was attempted on January 6th. The driver was not able to complete the delivery due to driveway conditions and texted the office. At this point our procedure failed. The text was not addressed and no contact was made with you the customer. The ticket then returned to the office and should again have been addressed. It was not. Please accept our apologies for not completing your request for delivery. We would be happy to provide a future delivery at a discounted rate, but understand if that is not of interest to you

We have been in contact with the customer and continue to maintain that both these deliveries were made to the customers house.  The driver left a copy of the invoice on the first delivery, which the customer received. The driver also remembered doing the delivery 3 weeks before when delivering...

the second time with the customer present.  We agree that the usage doesn't seem to match historical profile or make much sense for the time of year this occurred, but we are confident the oil was delivered.  The customer was away for a few weeks in between these 2 deliveries, it's possible some fuel was removed from the tank?  The answer will most likely never be known.  We will remove $150.00 of the oil delivered and the finance charges.  Total adjustment will be $163.80, leaving a balance due of $156.79.

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 would like to correct a statement made by the company we were only gone for 5 days of which we had family staying at our house, the house was not empty for a few weeks. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1) The assertion that my voice mail is a threat to anyone is absolutely laughable.  It's a humorous play on a famous movie quote.  2) Spicer Gas never left a message on my voice mail.  Perhaps the caller was too busy quaking in fear??  Fortunately other businesses have beenable to function and leave messages with this funny quote in place over the past couple of months.  3) Spicer Gas never wrote me a letter, even though they know my address.  Nor did any representative stop by and leave a note during their undoubtedly numerous visits to the neighborhood over the past five plus weeks.  4) Spicer Gas never E-mailed me, even though they previously had no problems E-mailing me an affidavit once we established that I owned the propane tank.5) While in its reply Spicer did apologize for not discovering the alleged leak earlier, there no apology for not notifying me of the supposed safety issue at the time of delivery or anytime for weeks thereafter.  6) There has been no solution proposed.  I will take my business elsewhere.I would like to thank the Revdex.com for assisting me in at least getting this business to respond.  
Sincerely,
[redacted]

The customer's card has been refunded, and the company agrees that there should have been a much faster resolution to the matter.  We apologize for the delay and lack of response.  This is not the way the company hopes to conduct business, or treat a long standing good customer.  I...

would be happy to discuss further, if the customer would like to review in more detail.

We have attempted to contact [redacted].  The phone number we have has not been answered and the outgoing message on the phone is a threat to anyone calling.  After filling the tank the driver determined there was a leak on the valve stem.  The driver shut-off the tank and...

disconnected the gas line per protocol.  The complication is that the tank in question is owned by [redacted] so we can not remove it and fix it without his request and authorization, and there is no way to fix the tank without removing it's contents.  We regret not identifying the issue with the valve stem prior to filling.  [redacted] has paid for the gas that was delivered to him, and we understand his frustration in not being able to use it. However, this is a safety issue that needs to be addressed.

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. I was told...

by [redacted] at J[redacted] in [redacted]  on June 7th, 2017,  that I would receive $715.00 to cover the cost of the truck of water and the city water it took to fill the pool. I was told I would receive a check from them as soon as the pool liner company reimburses them. I would like this complaint to remain open until I receive the check  
Regards,
[redacted]
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