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K&S Auto Repair Reviews (136)

The complaint is based on the business practices of Bestway. The third pump was received. In order to receive the warranty pump, Bestway requires the consumer to conduct unreasonable measures such as cutting a heavy electrical chord. The chord is in a location 1 inch off the floor, making it impossible to reach and a barrier. The consumer performs all that is asked and Bestway will reject the claim stating the chord wasn't cut close enough to the pump. I've had two pumps fail. Bestway told me I was a liar and only trying to get a free pump. They had me perform tasks like writing claim numbers on the pump with extra photos.
I expect pump #3 to fail.

Hello,
We do apologize and understand the frustration for [redacted], however, we do not refund the cost of water and this is industry standard across the board. We are more than happy to assist with the warranty process and replacement of the liner or any other issues that the consumer...

faces that are outlined in the standard warranty. Please have a proof of purchase handy and call our customer service line at [redacted] to start this process.[redacted] can request to work with a supervisor to expedite this process.
Thank you,
Bestway USA, Inc.

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.

To follow-up on this complaint, I met with our Customer Service Manager and our system shows the following for The [redacted] complaint: We did receive the phone call filing the complaint about the hole in the pool liner. Per company policy we do ask the consumer to cut-out the bath ID code and send a...

picture of this. We ask that the batch code is cut-out for safety and keep track of any other issues that may have come from the same batch to identify any common problems and correct them on the manufacturer side. This is also for the consumers safety as the pool may not be usable and this ensures that they are not able to use a faulty liner. Our records do show that we called back once again to follow up on the image being sent and there was no response. This is standard company procedure, following this complaint our customer service manager did call the [redacted] again and left a message that we would be happy to make an exception to this procedure and just send them a new liner, no questions asked. It is 9/30/15 and we have no heard back to date.Again, if the consumer would like a new liner we are willing to make an exception for this complaint.Bestway USA, Inc.

Dear Ms. [redacted],Please note that [redacted] and [redacted] are not the correct companies to call for warranty questions or replacements as Bestway is the manufacturer or these products and licensee. As communicated we have a very simple process to file a claim. Upon looking into your complaint...

we see that [redacted] has also communicated that we have accommodated your multiple requests more than adequately - providing a pool pump, second order a liner and third order a whole pool even while not providing a proof of purchase. At this point we stand behind closing this complaint as our customer service team has provided service outside of our in house policy for claims. Best Regards,Bestway USA, Inc.

Hi K[redacted]The complete set has shipped yesterday. Our Supervisor for Customer Service has spoken with Ms. [redacted] and communicated that the new set is on it's way.Here is the tracking information: TRACKING [redacted]
Per last communication (yesterday) with our team and Ms. [redacted] we have agreed to move on as this is "resolved" if she needs anything at anytime please let us know or she has Anita's and Marc's direct contact information.As always thank you for your help and follow-up on this.Best,Andrea

Bestway USA, this is a really good company with excellent employees. Ms Anita S[redacted] shes the best.. Many thanks and hugs to her... Great products and customer service... thanks again [redacted] n [redacted]

Hello,We do apologize and understand the frustration for [redacted], however, we do not refund the cost of water and this is industry standard across the board. We are more than happy to assist with the warranty process and replacement of the liner or any other issues that the consumer faces that...

are outlined in the standard warranty. Please have a proof of purchase handy and call our customer service line at [redacted] to start this process.[redacted] can request to work with a supervisor to expedite this process.Thank you,Bestway USA, Inc.

Hello,We have been in touch with Ms. Stevens, she did send the required photos for the pump warranty process on 7/29/16 and requested overnight/2- day shipping. We ship ground and have sent a replacement out on 8/1/16 and received on 8/4/16 - Tracking Number: [redacted]. This warranty has been...

resolved and closed in our system. Our customers are our number one priority and we are for support or available to answer any questions.Best Regards,Bestway, USA Inc.

Dear [redacted],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 delivered. Customer 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.

Hello,We truly apologize for an inconvenience that this cause Mr. [redacted], we have reviewed internally and issued a full refund. Thank you,Bestway USA, Inc.

We are very sorry to hear about Ms. [redacted]'s complaint. I have followed up with our customer service consumer records and we do see that we did send Ms. [redacted] a new pump, Bestway does have a standard procedure on filing a warranty claim on pool pumps. Her records indicate that she did call on...

9/8/15 and ask for a supervisor to call her back as she wanted a refund or bigger pump, our supervisor called her back on 9/8/15 and asked for pictures to be sent of the pump (pictures must be sent per company procedure to ensure the safety of our customers, as well as a batch number so that we can keep track internally if a batch # has a problem and identify what it is). On 9/11/15 one of our customer service reps left a voicemail requesting the images of the cut cord in order to proceed with the warranty claim process. We received the images from Ms. [redacted] on 9/14/15, we did call her and tell her that her claim had been approved. We were currently out of that pump size on 9/14/15 and received our shipment from Shanghai on 9/21/15 for these pumps. Ms [redacted]'s pump was sent out on 9/22/15 and shows through shipment tracking has been delivered.If there is anything else that we can do to resolve this please have the consumer call us at ###-###-#### and ask for the Customer Service Manager.

Dear Ms. [redacted],Following up on our phone call, thank you for your time and working with us to resolve your case.Sincerely,Bestway USA, Inc.

Dear Mr. [redacted],We apologize, we have sent out a new liner (it should have already arrived). Unfortunately, some wild grass is strong enough to grow through the ground cloth/liner. Usually it is our policy to have you send pictures and cut out the batch number we have made an exception for you and...

shipped out the new liner. We do suggest cutting out the old liner and keeping this under the new liner to keep grass this strong from growing through. We do apologize for your troubles as we do not reimburse for water per our warranty process nor is this industry standards. If you have any other questions please contact our customer service department.Sincerely, Bestway USA, Inc.

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 strive to please our customers as well as resolve any issues. We did call the consumer on July 9th to let them know that the replacement pump had been shipped. Our system shows that a new pump was delivered on 7/15/16. If the consumer needs anymore assistance we are happy to help,...

internally we closed this case as "resolved".-Bestway

Hello,
Mr. [redacted] emailed our customer service department on 8/3/16 to start his warranty process and one of our managers responded on 8/4/16 with instructions on next steps.
We follow an industry standard for warranty claims. The reason that a cord has to be cut if for safety, Mr....

[redacted]'s last response in his email on 8/4/16 was " Thank you Veronica. I'll send the pics as soon as I  drain and cut the piece out of the liner. I 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 liner. Mr. [redacted] can email Veronica back or call our customer service center at [redacted] to continue his claim.
Thank you,
Bestway USA, Inc.

Hello,
Yes, I have checked with customer service and this is correct. There was a mix up with Walmart that needed to be clarified, we have sent [redacted] a new spa as well as cartridges for her trouble. This was sent via FedEx and delivered today. Tracking #[redacted].
She did...

state to our Customer Service team member that helped her to resolve this issue that she would change her Revdex.com complaint upon the arrival of her new spa.

We were grateful that [redacted] brought this to our attention, he was looking to by new pool filters for his Bestway pool and upon searching on the internet for a number to contact us via his pool item # our old 1-[redacted]# generated on an old manual. As we moved to another office and changed...

internet/phone service providers we did change our phone number which is ###-###-####, all numbers have been updated on packaging, manuals, website,etc. Another company bought our old phone number which does not claim to be affiliated with us nor our business name in any capacity and states that you are in fact a winner of a $100 Walmart gift card but we are not in conjunction with them. Again, our company name is not mentioned at all in the recording when you call, we did call [redacted] and walked through what happened so we are now aware of the old number in case any other customers contact us, we did send out 3 pool filters complimentary to the consumer for his time.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]

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Address: 5508 Jacks Dr, Plover, Wisconsin, United States, 54467-9755

Phone:

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Fax:

+1 (715) 295-0328

Web:

www.bestway-global.com

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