Leslie's Swimming Pool Supplies

[redacted], Leslie’s District Manager [redacted] has reached out to the [redacted]. On January 6, 2015 [redacted] went into one of Leslie’s stores and received a return for $431.92 in the form of a corporate check. Thank you. [redacted]Lead Customer Service Rep.Leslie's Poolmart, Inc.[redacted]

Revdex.com:
At this time, my complaint, ID 11180516 regarding Nature Station Waste Services, LLC has been resolved.A new service provider has replaced Nature Station Waste Services.
Sincerely,
[redacted]

Hello Revdex.com,Leslie's has a Service Tech going out to the customer's home on Saturday, September 20 to fix the customer's equipment.Thank you.Leslie's Customer Care Team

The customer was charged one service call fee of $80. The other $80 fee is for the installation of a valve cover and gasket. The service technician advised the customer what each fee was for and the service technician advised the customer that we do charge for return visits as a continuation of...

initial visit. Thank you.

[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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This complaint has been resolved. Due to the numerous error codes the heater displayed we agreed to refund the customer on repairs made and provide a quote for a new heater. We are also doing a free installation on the heater that the customer plans on purchasing. Thank you.

Better Business...

Bureau:
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,
Our technician completed a follow up service call at the customer's home whereby he re-calibrated the pump and installed a new solar actuator. In addition, he explained how the pump works as well as how the customer can and will realize the savings potential that the store team...

explained to her.
Thank you.
###-###-####

The service manager spoke with the customer and agreed to refund her the $182 via corporate check.

Hello,Leslie's District Manager has tried to reach out to the customer via phone and email. Leslie's is currently waiting on a return call or email.Thank you.Leslie's Customer Care Team[redacted]

Revdex.com:
At this time, I have not been contacted by Nature Station Waste Services, LLC regarding complaint ID 11436609.
Regards,
[redacted]

Hello Revdex.com,Leslie's online department spoke to the customer and has agreed to refund him a full refund of $45.62. Leslie's did offer to send the correct item to the customer, but he declined. The customer will also be keeping the part that was originally sent to him. Thank...

you.Leslie's Customer Care Team

[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]

I am in receipt of the complaint filed by Mrs. [redacted] and would like to respond.
I spoke to Mrs. [redacted] on April 20, at 3:10 PM regarding her concerns with her pool.  She reported that her pool turned green in February and went into our store to purchase an algaecide.  We sold...

her Green to Clean, which is a product that will kill green algae.  She is claiming that after she added the treatment of Green to Clean that her pool surface faded, her pool light discolored and the plaster became etched.  She claims that the algaecide she added cased the damage to her pool surface and also to her light.  She also mentioned that her pump was leaking and that she had that repaired.  She indicated that the service person that came out indicated that this was typical of too much acid in the pool.I told her that the damage that she was describing is from an "over acid" condition.  In other words, the pH of the pool was too low, making the water acidic.  The acidic water would then attack the plaster of the pool, the metal light and equipment attached to the pool.  I also explained that the algaecide she purchased was NOT a product that dropped the pH or was acidic in nature.  In addition, this would actually raise the pH and not lower it.  In addition, I have consulted with the manufacturer of the product, Coral Seas, and they are very adamant that their product would NOT cause the damage [redacted] has described.  They have asked for [redacted] to provide factual data/information to substantiate her claim.  Millions of applications of this product has been used over the last 20+ years and there has not been one instance of the problem described by [redacted].
Legal counsel for Coral Seas would like [redacted] to provide factual information for them to consider and they will be more than happy to respond to her complaint.

I was informed they have pool service people. It should be an easy fix to rectify this situation. The problem was not chemicals but an inferior product, and instruction by a Leslie employee

Hello Revdex.com,Leslie's has been in contact with the customer and has given her a confirmation number of her refund that it went through successfully. Best regards,Leslie's Customer Care Team

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  was  told  before paying   for the job to get done  at the  store we had asked  if the sand  would  also  be hauled  away and they said yes that's the only  reason  I  had them  do it if not I would  have  found  another  pool  company  to do  it . Also  upon reading  what they had wrote  I had called  the store  that I had purchased  everything  etc and they said  that  the  sand  gets removed  from  the  property  once out  of  the  filter my fiancee  was standing  right next to  me I have  also  read other remarks  from people  saying  their sand was removed  but the tech dropped  piles of sand through  their  yards so they  are  lying  when  they say they don't  remove  the sand . I spoke  with  the  same  person  I  paid  for  the sand at the store  when  I  called  and  asked  about  the  sand  removal  his name  is  [redacted]  very  good  guy .also  when  I  called  the store  to complain  about  the  service  I got  the manager  [redacted]  and  he gave  me  some bull crap   number  that  was nothing  but survey  type  of  things . I'm  also  sending  pictures  of  the  chunk  of  fiberglass  I  found which was deep in  the  sand  also the greenish  blackish  stuff  on the  ground  from  him back washing  with a hose I asked  him  not to  use and he refused  also  all the  sand  I picked  up  my self  and  sifted through  for 2 days  also  pictures  of the color  of the water  in side the pool pump  and the way the pool pump area was left upon his  departure  as you  see the  water is  green  not clear inside the  pump . We tried  everything  to help  my one dog but nothing  works  for  fiberglass  on fur we tried  baths medicine  everything  but a vet couldn't  afford  because  was having   house  painted  at the  same  time  plus  paid over 600.00 for sand  new rings and gaskets  and labor  so I  am  depressed  with  out my Winston  Churchill  who was helping me   cope with  my depression  and PTSD and  it has gotten  bad again . I also  have  a signed  after David  by my painter who was here and got wet from the hose I asked  the tech not  to  use
Regards,
[redacted]

I am writing about a negative experience I had ordering a product with the company's website. I have submitted a letter to Leslie's Pool supply which explains the experience in detail:

I am writing in regards to an order I placed online on 6/6/16. (see order number) I was first told by clerk at store in Phoenix (Tatum/Greenway) that skimmer net parts "were not sold in stores" and "had to be ordered online". So, I ordered what appeared to be a net attached to a collar (cuff) - that is what the picture showed. The price listed was $17.99 (reduced from $29.99) and I thought that was a fair price for net and collar. I ended up paying $7.95 in shipping and $1.55 in tax to a full total of $27.49. I received the item in a large box (item was in a 12 x 6 inch baggie) and box was 2 x 2 x 1 foot. There was NO receipt, or instructions on how to return. When I realized that I had noticed only a cuff, I was very disappointed to say the least, and immediately needed to return item. I referred to email on how to return item, but learned that I would be subject to paying a 15% re-stocking fee in additional to $10.00 in shipping!! I then went back into store and explained this to store clerk (different clerk) who very eloquently explained that the clerk who talked to me previously was "new" and "made a mistake". He then told me "sorry about that", and did offer to take the cuff back but only could give me "$8.00" for it. He said that was store policy, since it differs from online purchasing. After some careful consideration, I decided to return cuff for $8.00 and purchase a new skimmer net for $36.00 plus tax. ( I had previously decided to keep cuff and buy a net so I could attach them together to old handle, but wasn't able to due to rivets, so I returned both net and cuff. The clerk then sold me new skimmer net after crediting me for return of cuff and net. ) I am just disgusted that the company would sale something that was not as indicated on their webpage and then charge return shipping of $10 instead of $7.95, and not allowing a simple return to the customer's satisfaction. I identify the following problems:
1) No receipt in box
2) Over charge in shipping - it shouldn't cost $10 to ship something lightweight and small from Phoenix to Phoenix.
3) Re-stock fee on small item. Totally unfair to customer. You don't charge this in your store unless it is a large item.
4) Misleading advertising- The item was listed as a Resh cuff, but has a picture of cuff attached to net.
5) Inexperienced staff!- who don't know all the answers. (with exception to J. Nations)

I expect to receive my money back. I paid $27.49 on a part of an item. I will NEVER order online again!! I would accept store credit. I will be submitting this message to Revdex.com.

Sincerely,
Chris Castle
Phoenix, AZ

Hello Revdex.com,Leslie's has been in contact with the customer and came to a resolution of refunding the restocking fee.Thank you.Leslie's Customer Care Team

Leslie’s has been in contact with [redacted] in regards to her complaint. The customer paid to have the sand changed in her filter and that does NOT include hauling away the old sand. There is a fee to remove the sand and dispose of the sand and the customer did not pay the additional fee....

Although we are sorry for the customer’s loss, we do not believe we are responsible for the loss of her dog. It was the customer’s responsibility to appropriately secure/dispose of the sand if she felt it was going to do any harm to her dog. The customer was told by the vet to put the sand down and the customer already had three bags of sand down. The sand that is used in the filter can be found at any home improvement store (20-40 grade silica sand). However, once Leslie’s became aware of this situation, our Service Manager went to the customer’s home and removed the sand from the premises. This was completed purely from a customer service standpoint and we did NOT charge the customer for the service.