Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The pump ONLY leaked because it was put together incorrectly in the first place by A&MTheir own tech that was out in February noticed this! I called the company AND emailed them and never heard backI was forced to pay for the service call and in the end the leaking due to the pump being put together wrong RUINED that pumpI've never received a call from A&M stillI just checked my machine.Regards, [redacted]
I have attached the response from my Service Manager regarding the [redacted] Job. I have also looked over the history and feel that we can refund one of the $79.00 service charges. The entire work of $423.00 being disputed is not all refundable as we only repaired what was bad at the time and the...
majority of the charges are for parts on the customers pool. I have also left a message with Mrs. [redacted] trying to contact her so we can get this resolved. The customer Mr. [redacted] came into our retail store on 11-29-14 and bought a new 1hp C-frame motor for his Hayward NorthStar pump, a pump known industry-wide as being very problematic and has been discontinued and replaced with the [redacted] (read on-line reviews). This pump has a one year mannufaturers warranty which is voided if water damaged. The customer brought the pump and new motor home and re-installed it. The customer called to schedual a service call a few months later because of a pump leak. On 2-24-14 our service tech Bryan went to customer's house and installed a new seal and gasket kit (invoice [redacted]). Several months later, customer called and reported that their pump was making odd noises. Our service tech [redacted] went out and found that the NorthStar pump motor was loud due to rusted bearings (internal water leak) and that the A & A in-floor pop-up mechanism was worn, and a non-functioning pool light and reccomended replacing them. Due to "[redacted]", we can not replace a standard motor in the field, we can only install new 2-speed or variable pumps and motors. Customer decided to bring the motor back into our retail store himself, and told our tech [redacted] that he would call us back when the new motor was installed back at his property (invoice [redacted]). On 9-29-14 customer brought in his NorthStar pump and our store warrantied the motor, regardless of the manufactures stipulations. A few weeks go by, customer Mrs. [redacted] called our store complaining that we never came back to fix the problem, even though Mr. [redacted] claimed he was going to call us back to schedual a service call once the pump motor was addressed. On 10-24 service tech [redacted] came back out and noticed leaking pipes and a clogged unused salt cell and cut it free of the system and re plumbed, and tried to repair the pop-up system (invoice [redacted]). Customer called back, reporting system still not operating correctly, and asked for a different service tech. On 10-28-14 service tech [redacted] went out and replaced the worn pop-up gears and a new pressure gauge , charging only for the parts and no labor (invoice [redacted]).Customer called back reporting system still not operating correctly. On 10-30-14 service tech [redacted] went back out and installed a new time-clock at no charge (invoice [redacted]). Service tech [redacted] did not realize that when he cut free the non-working chlorinating system, he did so not knowing that there was a still-functioning time clock attached to it. The customer bought a new motor in our store, and we have warrantied it. The customer had a leaking pump and we re-sealed it. The customer needed a new pop-up gear system and we have installed it. We did make a mistake in removing a working time-clock, and we installed a new industry-standard time clock at no charge. We feel that the customer was treated fairly in charging for only the work that needed to be done, and have gone above and beyond in rectifying our mistakes.
Ok, At his point we want to do what is needed to resolve the issue. I have left another message for Mrs. [redacted] on her home phone today, [redacted]. I would like to know what Mrs. [redacted] is requesting as a refund so that we can this complete this job.Thank you[redacted] Service Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The pump ONLY leaked because it was put together incorrectly in the first place by A&M. Their own tech that was out in February noticed this! I called the company AND emailed them and never heard back. I was forced to pay for the service call and in the end the leaking due to the pump being put together wrong RUINED that pump. I've never received a call from A&M still. I just checked my machine.Regards,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The pump ONLY leaked because it was put together incorrectly in the first place by A&MTheir own tech that was out in February noticed this! I called the company AND emailed them and never heard backI was forced to pay for the service call and in the end the leaking due to the pump being put together wrong RUINED that pumpI've never received a call from A&M stillI just checked my machine.Regards, [redacted]
I have attached the response from my Service Manager regarding the [redacted] Job. I have also looked over the history and feel that we can refund one of the $79.00 service charges. The entire work of $423.00 being disputed is not all refundable as we only repaired what was bad at the time and the...
majority of the charges are for parts on the customers pool. I have also left a message with Mrs. [redacted] trying to contact her so we can get this resolved. The customer Mr. [redacted] came into our retail store on 11-29-14 and bought a new 1hp C-frame motor for his Hayward NorthStar pump, a pump known industry-wide as being very problematic and has been discontinued and replaced with the [redacted] (read on-line reviews). This pump has a one year mannufaturers warranty which is voided if water damaged. The customer brought the pump and new motor home and re-installed it. The customer called to schedual a service call a few months later because of a pump leak. On 2-24-14 our service tech Bryan went to customer's house and installed a new seal and gasket kit (invoice [redacted]). Several months later, customer called and reported that their pump was making odd noises. Our service tech [redacted] went out and found that the NorthStar pump motor was loud due to rusted bearings (internal water leak) and that the A & A in-floor pop-up mechanism was worn, and a non-functioning pool light and reccomended replacing them. Due to "[redacted]", we can not replace a standard motor in the field, we can only install new 2-speed or variable pumps and motors. Customer decided to bring the motor back into our retail store himself, and told our tech [redacted] that he would call us back when the new motor was installed back at his property (invoice [redacted]). On 9-29-14 customer brought in his NorthStar pump and our store warrantied the motor, regardless of the manufactures stipulations. A few weeks go by, customer Mrs. [redacted] called our store complaining that we never came back to fix the problem, even though Mr. [redacted] claimed he was going to call us back to schedual a service call once the pump motor was addressed. On 10-24 service tech [redacted] came back out and noticed leaking pipes and a clogged unused salt cell and cut it free of the system and re plumbed, and tried to repair the pop-up system (invoice [redacted]). Customer called back, reporting system still not operating correctly, and asked for a different service tech. On 10-28-14 service tech [redacted] went out and replaced the worn pop-up gears and a new pressure gauge , charging only for the parts and no labor (invoice [redacted]).Customer called back reporting system still not operating correctly. On 10-30-14 service tech [redacted] went back out and installed a new time-clock at no charge (invoice [redacted]). Service tech [redacted] did not realize that when he cut free the non-working chlorinating system, he did so not knowing that there was a still-functioning time clock attached to it. The customer bought a new motor in our store, and we have warrantied it. The customer had a leaking pump and we re-sealed it. The customer needed a new pop-up gear system and we have installed it. We did make a mistake in removing a working time-clock, and we installed a new industry-standard time clock at no charge. We feel that the customer was treated fairly in charging for only the work that needed to be done, and have gone above and beyond in rectifying our mistakes.
Ok, At his point we want to do what is needed to resolve the issue. I have left another message for Mrs. [redacted] on her home phone today, [redacted]. I would like to know what Mrs. [redacted] is requesting as a refund so that we can this complete this job.Thank you[redacted] Service Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The pump ONLY leaked because it was put together incorrectly in the first place by A&M. Their own tech that was out in February noticed this! I called the company AND emailed them and never heard back. I was forced to pay for the service call and in the end the leaking due to the pump being put together wrong RUINED that pump. I've never received a call from A&M still. I just checked my machine.Regards,[redacted]