K&S Auto Repair

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Hi! I received the email below today and just tried to login because I haven’t been contacted by any managers, so their response was a liePlease reopen my case and help me to resolve thisI did receive a call from a customer service rep that said if I wanted to speak with a manager to call back in and that they thought the parts would be available mid June (then shipping time to get to me) which is months after I filed the 3rd complaint since I’ve had the pool for less than yearThis is exactly what they told me beforeI should just get a replacement pool if it’s going to take them that long to make new partsPlease reopen and help me get this resolvedI shouldn’t have to wait another month to get these partsPlease help me! The claim shouldn’t be marked as the business addressed the issue.Thank you so much! [redacted] ***

Our customer service supervisor has contacted MsLord, we did not have any record of her attempting to contact us via searching her given email and phone number to the Revdex.comOur supervisor did contact her today and will be sending her a new pump for her spaOur team has called our 1-# multiple times, from multiple phones to check our recording and everything is accurate, times of operation etc, we even have extended hours during summer monthsThey were able to generate a call from her with another number once speaking to herOur spas are not recommended for use under degree F weather and do take around hours to heatThere is an instruction manual online as well as a sDVD for how the pump works, we are sending Ms [redacted] a new pump today and she does have the correct # to contact us as well as the supervisors direct email address should she have any questions moving forward

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 I sent photos Monday morning of the items they requested, a copy of the receipt, a photo of the label on the outside, a photo of the cord cut from where it was attached to the pumpI just received a call requesting more information, a photo of a number that is supposedly on the outside of the pump near the water hoseA totally new request even though they admitted they received everything they previously asked forI will look for that, and send yet another photo later this week when I 'm back home this week Regards, [redacted]

Dear [redacted] ,We do apologize for your experience, we strive to offer our customers the best service in the industry. I have followed up with our customer service department on your complaint and we do note that you did call in and we did ask for you to send in pictures as well as proof of... purchase which you did do, this is standard process. Unfortunately, we were out of stock on your particular pump from 7/22/15 to 8/24/15. I do see in our system that a pump was sent out to you and delivered on 8/27/15 FedEx Tracking # [redacted] . We would like to resolve any other matters that you may have at this time. Please contact our customer service department and ask for a manager if there is any other assistance needed in regards to your claim.Thank you,Bestway USA, Inc.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me However once I got the unit because I waited so long the spa had a leak in itI did contact customer service because this also has a year warranty bestway did say the will send me another spa I sent the pictures in as they requested I am waiting on that once I get the other spa I will be ok with this company action 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 Below you will find my last correspondence with Marc D [redacted] of Bestway PoolsI have not heard from Marc since then (August 5, 2015) and I never received the pool frame kit and liner as promisedRevdex.com Complaint ID [redacted] Thank you, [redacted] ***

Hello,Mr [redacted] emailed our customer service department on 8/3/to start his warranty process and one of our managers responded on 8/4/with instructions on next stepsWe follow an industry standard for warranty claimsThe reason that a cord has to be cut if for safety, Mr [redacted] 's last response in his email on 8/4/was " Thank you VeronicaI'll send the pics as soon as I drain and cut the piece out of the linerI really do appreciate it"We are currently still waiting for these photos to move forward with this warranty claim and follow the process for safety and satisfaction.As soon as these are received will ship out a new frame and linerMr [redacted] can email Veronica back or call our customer service center at [redacted] to continue his claim.Thank you,Bestway USA, Inc

Dear Mr [redacted] ,Upon speaking with our Customer Service Manager who reached out to you on 6/29/a resolution to your complaint has been reachedSincerely,Bestway USA, Inc

[redacted] [redacted] Revdex.com: I did hear back from the company after I submitted the complaintI tried calling today and left the Revdex.com a voice mail asking for this complaint to be closed, since the company is going to honor the warranty now Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Hello, we have had our Customer Service Supervisor contact the [redacted] family and have spoken with [redacted] While our warranty process does require a proof of purchase we do put our customers first and stand behind our productWe apologize to hear about the pool and have sent out a new pool frame as well as linerThe FedEx Tracking #s are: [redacted] We have resolved this case and are for support and or any questions in the future.Thank you,Bestway

Dear ***,We do apologize for the inconvenience, we have sent out a brand new pool to replace your purchase and our records show that this has been deliveredCustomer service is our number one priority should you need any further assistance please reach out to our team at [redacted] and we will gladly assist you.Best regards,Bestway USA, Inc

Bestway USA, this is a really good company with excellent employeesMs Anita S [redacted] shes the bestMany thanks and hugs to herGreat products and customer servicethanks again [redacted] n ***

The company wants me to cut a hole in a pool and place it in the palm of my hand and take a picture of it to show proof that this specific pool that I have a reciept for and photos of the leaking is their pool and submit for review if it is approved to be replaced The pump is also faulty I should not have a defective pool immediately upon installation of it or when the filter is cleaned for the very first time It is worthless and defective and I don't want it I have NEVER had a company behave so unprofessionally The representative actually laughed and said "Well, you said the pool couldn't be used so what harm does cutting the bottom of the liner matter? You can't use it" The time required to wait out the warranty process for what they may or may not cover is unacceptable I could purchase a much better product if I had a viable way to return this defective item I expect the merchandise I purchase to be in adequate shape to be used They have hundreds of bad reviews online and the way they are handling these faulty pools makes me believe they are committing fraud to consumers and they need to beware of this company and product Possibly a class action suit against these type of fraudulant business practises would guarantee better customer service in such instances

Hello, We do stand by our original reply we offered to send a new liner in which Ms [redacted] would need to follow the industry standard process, the reason we have consumers cut the liner is for safety and we need the batch number to see if there are other defective liners in that batch in case of a re-callMs [redacted] did call in on 7/to start a warranty and our Customer Service rep requested photos in order to start the process which have never been provided Please see original response as this is the standard process in which a claim for a replacement must be followedThis message originally read on 7/29/ Hello, We have spoken with Ms[redacted] per our warranty process for pool liners we have communicated that we can send her a replacement liner for her pool, however, we do not process cash refunds as this is outside of warranty claims and how they are handledIf the consumer would like to accept a replacement liner per discussion with our customer service we are more than happy to send out a new oneIt has been stated that we do not send cash refunds on this productFor a replacement please re-open your claim by calling [redacted] - Bestway

Dear Ms***,We do apologize and looked into your account, we see that our customer service team has helped to resolve your case and your replacement liner was confirmed delivery on 10/23/We do have an internal claims process that is required to be followedWe have your case as resolved
if you should need anything else please call into our customer service department with your Revdex.com complaint ID number and we will assist you***.Sincerely,Bestway USA, Inc

Dear Mr*** ***,The reason we did not file your claim has been documented and communicated that we have a very simple process, we need a proof of purchase to start a claimThe receipt information that you sent to us, was not consistent with any Walmart receipts that this company createsWe
asked for further verification/documentation to support your purchase or a clearer copy of the receipt; as the receipt appeared to be fraudulentThese requests were not met, therefore we were unable to honor your request.We are more than happy to assist you upon the verification of proof of purchaseYou can contact our customer service team at ***.Best regards,Bestway USA, Inc

Hello,We do stand by our original reply we offered to send a new liner in which Ms*** would need to follow the industry standard process, the reason we have consumers cut the liner is for safety and we need the batch number to see if there are other defective liners in that batch in case of a re-callMs*** did call in on 7/to start a warranty and our Customer Service rep requested photos in order to start the process which have never been providedPlease see original response as this is the standard process in which a claim for a replacement must be followed.This message originally read on 7/29/Hello,We have spoken with Ms.*** per our warranty process for pool liners we have communicated that we can send her a replacement liner for her pool, however, we do not process cash refunds as this is outside of warranty claims and how they are handledIf the consumer would like to accept a replacement liner per discussion with our customer service we are more than happy to send out a new oneIt has been stated that we do not send cash refunds on this product.For a replacement please re-open your claim by calling *** - Bestway