K&S Auto Repair

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.

Dear Ms. [redacted],Our response is based on our records with your name and address as well as the receipt. We do not have another account with the same name. We are shipping you a pool cover, it will arrive this week.Sincerely,Bestway USA, Inc.

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 times. This 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 replacement. We would like to replace the customers frame brand new for them so that they have this for next season. We 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 season. Our customer service Manager Marc D[redacted] 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.

Hello,We are more than happy to assist Ms. [redacted], our customer service team has reached out via phone (8/18 & 8/19) and left voicemails as well as emails on 8/18, 8/19 and 8/23. We need to know what size pool she has, as well as pump size in order to assist her and file a warranty claim for...

an upgrade.Please have here return our voicemails/emails directly to our supervisor and she will be able to help resolve this issue.Thank you,Bestway USA, Inc.

Hello,We have reached out to Ms.[redacted] and sent out replacement parts with warranty approval on 8/3/16 FedEx: [redacted]. We do apologize for the delay, our customer service had called on 7/4/16 and left a voicemail requesting a callback as we were unclear as to the number of replacement...

pieces that Ms. [redacted] needed for her pool.Should she need anything else please contact our customer service at [redacted] and we are happy to assist.Best Regards,Bestway USA, Inc.

[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]. I did receive the replacement part and I am satisfied. This complaint has been resolved. Thank you for your help in this matter. 
Regards,
[redacted]

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.

Hello,
As stated we did follow our warranty process that is industry standard and did send out a new pump. This is the process clearly stated and we did arrange for and ship new replacement product. Unfortunately, we will not replace another vendor's pump - we have followed the process in which we share with the consumer upon starting a claim.
Internally, this is resolved as the warranty process was followed that had been communicated to the consumer.
-Bestway

[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]

[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]

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-call. Ms. [redacted] did call in on 7/13 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 followed.
This message originally read on 7/29/2016
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 handled. If 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 one. It has been stated that we do not send cash refunds on this product.
For a replacement please re-open your claim by calling [redacted]
- Bestway

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 sent out a new pump to Ms. [redacted], we do apologize for any frustration. We do have a standard warranty process and the claim was started on 7/12/16, we needed a proof of purchase which was received into our system on 7/18/16. We shipped out [redacted] overnight on 7/20/16 #[redacted]...

[redacted] and the new part was received on 7/21/16.If Ms.[redacted] needs anything else please reach out to our customer service team and request to speak with a supervisor and we can reopen the claim or assist to answer any product questions.
Thank you,
Bestway USA, Inc.

We are currently in contact with this consumer and her warranty claim claim is being processed. she will receive her part within 5 days.

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 lie. Please reopen my case and help me to resolve this. I 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 2 months after I filed the 3rd complaint since I’ve had the pool for less than 1 year. This is exactly what they told me before. I should just get a replacement pool if it’s going to take them that long to make new parts. Please reopen and help me get this resolved. I shouldn’t have to wait another month to get these parts. Please help me! The claim shouldn’t be marked as the business addressed the issue.Thank you so much![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 Pools. I have not heard from Marc since then (August 5, 2015) and I never received the pool frame kit and liner as promised. Revdex.com Complaint ID [redacted]Thank you,[redacted]