K&S Auto Repair

Dear Mr*** ***We have looked into your case and our customer service manager is honoring your claim and has shipped out a new frame and linerUnfortunately, this is after we discovered the numerous phone calls from multiple numbers, names given and complete disrespect to our customer service
team membersWe have recordings of you cursing at our customer service team members with them requesting that you do not speak to them with that language and one of many aggressive phone calls ending in "I wish you die".We have had you call in with the same claim on the same proof of purchase opening multiple claims that have all been tracked and merged under your account.10/28/9:AM Same claim made under the name *** ***10/28/9:AM Another claim with your proof of purchase under the name *** ***, on 10/28/once a red flag was raised we found the same pattern with this one unique proof of purchase under *** ***, *** *** and *** ***.As a company we also have to protect our employees from unprofessional behavior and verbal abuse as well as our loyal customers from scams that affect cost. We have sent out a new pump and liner and closed this case, we will not be able to assist you any further at this time.Best regards,Bestway USA, Inc

Hello,
We have spoken with Ms*** and resolved her case, we did not know how many parts she neededWe have sent out the replacement parts on 8/12/FedEx # ***We have spoken with the consumer and sent what was needed
If you need anything else please contact us at
*** and we will be happy to assist you.Thank you for being a valued customer,
Bestway USA, Inc

We have spoken with Ms*** and while we do have a warranty process that does follow the outline of what she has sated we have made an exception and sent her a new fast set poolFedEx: *** *** *** ETA 6/30/Our customers are our number one priority and we have resolved this case with
MsNapper.Thank you,
B*** USA, Inc

Customer contacted our customer service department in June to alert us that the replacement part we sent was the wrong size (12xpool liner instead of a 12xpool liner) Upon review we realized that the incorrect replacement was sent We immediately sent out the correct size
replacement part on June 29, at our cost via Fed Ex and the part is in route to the customer Best,***

Hi,We sincerely apologize for this consumers experience, I have communicated with the Customer Sales Manager on this, since the Revdex.com complaint we have reached out via phone and messages three timesThis pool/product is first year on market and we have identified in some cases the rusting and have
frames that are being ordered in for replacementWe would like to replace the customers frame brand new for them so that they have this for next seasonWe are waiting on the shipment from our China office, which will be here at end of season, again, the consumer will receive a brand new replacement frame for next seasonOur customer service Manager Marc D*** is handling this, if there are any direct questions for the consumer on this case - please contact Marc directly at ###-###-####.Thank you!Bestway, USA, Inc

we send the consumer an upgraded filter pump (from 530G to 800G) The pump should be delivered within to days

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI have been in communication with Marc D*** and he has promised to send out a replacement liner in addition to a new frame kit. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** *** ***

Hello,
We did receive Mr*** warranty claim and full filled it on 3/31/16, we show that the package was received on 4/5/FedEx Tracking Number #***This claim has been considered resolved through our records, please have consumer confirm
replacement.Thank you,
Bestway Team

Dear Ms***,We truly apologize for any inconvenience your spa pump not heating may have caused youWhile it is our warranty process to request images for this claim and proof of purchase (which our records show the spa was out of the warranty time line and no proof of purchase provided), we
have honored your request to ship out a new pumpThis is scheduled to arrive on 5/6/17, should you need any further assistance or have questions please contact us at *** and one of our supervisors will gladly assist you.Best regards,Bestway USA, Inc

We apologize to hear about Ms***'s experienceWe value our customers and have sent out a replacement via FedEX *** *** ***Bestway

Hello,We did receive Mr*** warranty claim and full filled it on 3/31/16, we show that the package was received on 4/5/FedEx Tracking Number #***.This claim has been considered resolved through our records, please have consumer confirm replacement.Thank you,Bestway Team

Dear Mr***,I deeply apologize for your experience, I am the Marketing Manager and we are aware that some of our slides popped during our first season on shelfWe have been proactive to order in new slides and send out replacements to customers who had a disappointment in our productWe
have also listened to our consumers feedback and have taken action with our company to strengthen our slides for next year and identified the problems in manufacturing processI have a new triple slide being sent out to you first thing tomorrow morningIn the meantime do you know the name of the representative or supervisor in which you spoke with?Please contact me directly if you have any questions: ***@***-***.*** or ###-###-#### as it is our goal to resolve this complaint to your satisfaction.Thank you for your time,***

Hello,
We have spoken with consumer and are happy to send a replacement liner, upon reading her Revdex.com there are a couple of factor for the air - the pump may not be attached to the spa correctly, there are videos online or our customer service to help walk the consumer through the set-up
processPer her complaint , this is correct, we will send replacements, even though her proof of purchase has expired for warranty claim and make an exception for herOur corporate policy for warranty claims is standard and we will work with the customer on product replacement Ex: liner, pump, etcwe do not give cash refunds.If she would like a new liner or help on making sure that the pump is correctly setup to blow up the spa to the correct PSI we can reopen her caseShe can call customer service and ask for a manager and we will get this in the mail for her***
-Bestway

Dear Mr***,We do apologize for the inconvenience, we have shipped out the missing piece according to your customer service records logged from your call and over-nighted this to you Fed Ex Tracking #***Sincerely,Bestway USA, Inc

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 pump. I just received a call requesting more information, a photo of a number that is supposedly on the outside of the pump near the water hose. A totally new request even though they admitted they received everything they previously asked for. I will look for that, and send yet another photo later this week when I 'm back home this week. 
Regards,
[redacted]

this is unacceptable.  I won't pursue this any longer but I'm very very unhappy  with the product

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]

Hello,We did have a supervisor reach back out to Ms. Slintak and we have sent a replacement filter that shipped on 6/23/16, FedEX #[redacted]. We do aim to please our customers and have helped resolve this per her request.Bestway

Our customer service supervisor has contacted Ms. Lord, we did not have any record of her attempting to contact us via searching her given email and phone number to the Revdex.com. Our supervisor did contact her today and will be sending her a new pump for her spa. Our team has called our 1-855 # multiple...

times, from multiple phones to check our recording and everything is accurate, times of operation etc, we even have extended hours during summer months. They were able to generate a call from her with another number once speaking to her. Our spas are not recommended for use under 40 degree F weather and do take around 48 hours to heat. There is an instruction manual online as well as a set-up DVD 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.

I am having issues submitting my resolution to this problem; have tried multiple time.  NOT happy with response. [redacted]