Leslie's Swimming Pool Supplies

Hello Revdex.com,
[redacted] has been in contact with Mr. [redacted]and explained to him the reasons as to why we were unable to return the product back into the store location and he understood. In addition, Mr. [redacted] was explained the differences between Power Powder and Chlor Brite and the...

reasons as to why he would have different results given the two different products. We value Mr. [redacted] as a customer and offered him some Customer Appreciation Dollars rather than refunding him on the product.  
Thank you.
[redacted] Customer Care Team
1.800.537.5437

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.

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,

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,

Absolute Worst Customer Service - [redacted]

I am appalled that the manager of the store snapped at us and said "Let's go" because the store had closed a few minutes earlier. The doors were unlocked and we did not check the hours. I will NEVER give your locations our business again. Also, I will make sure the pool businesses that I know, cease their support of your establishment. Your manager of that location is a disgrace! It is no wonder you are rated an "F!"

We spoke to the customer 6-29-16 who explained that the bristles from the brush were in the bottom of his pool and he requested that we come and remove them. He was advised that we do not provide the services he's looking for. The...

customer was advised that the bristles coming out of the brush are a result of either dry rot or chemical damage but we cannot remove any bristles from his pool as our technicians do not provide this service. Thank you

The most unreliable and unprofessional company that I have ever dealt with. Every single time I have scheduled a service call, they can't keep it and have one excuse after another. Most recently, I had scheduled a pool closing several months in advance. I received a confirmation email and phone call; then they never showed up or called. When I called to ask what the status was, they indicated that they couldn't reach their technician. They also informed me that I was the only service call that morning. They did call me back later on to indicate that the technician doesn't work if it's sprinkling out! They have total disregard for customer satisfaction. They cannot retain their help, and their employees appear to have very low morale. No one seems to know what they're talking about. You could ask three employees working together and get three different answers. On one occasion when I used them for a pool opening, they 'forgot' to put in the filter cartridges in the pump housing (even though they were left in plain sight) and also 'forgot' to take out the drain plugs and put in the eyeballs. They also have a tendency to break things and then make up an excuse that it was like that. I will NEVER use this company again and will NEVER recommend them to anyone. I will be happy to pay a little more with another smaller company in the future if it means better customer service .

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.

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

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,

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.

###-###-####

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

The Technician came out and felt only the steps and one side of the pool which there are portions that are smooth..But he neglected to go throughout the pool which is ruff and there are plenty of places that feel like that!!
The Technician that Leslie's sent out new how old our pool was, but yet that did not stop them from continuing on with the work, that was requested to be done... We take and have taken very good care of our pool...
If the Technician David I believe thought that the pool was too old, perhaps he should not have drained the pool and sanded the first step!!!
We feel that Leslie's pool made a mistake on there behalf...no one has contacted or tried to contact us from Leslie's except for the call from David to my husband to say something about October...If Leslie's feel that they are not at fault perhaps we can get our money back and hire a more professional service to come out and perform the task at hand..
We are not out for a hand out, but when you hire someone to do a job and that job isn't done properly, then they should at least step up to the plate and take care of it...We have always been customer's of Leslie's Pool's and if this is how they treat there customer's we do not want to be a part of it...We will go elsewhere...
Thanks you,
 

Although we sell heat pumps we do not service them. The customer was advised that a licensed HVAC technician can service them but we do not. Thank you.

Dear Revdex.com,
Leslie’s will be in contact with Stephen Wheeler (complaint id:[redacted]) to offer to repair the heater  under warranty.Thank you.

Hello Revdex.com,Leslie's has tried to reach out to the customer twice and was unsuccessful. A voice mail message was left for the customer to make a return call back.Thank you.Leslie's Customer Care Team[redacted]

I purchased a variable speed pump from them, had them come install it and was told a brand new Hayward pool sweep I had wouldn't work and was "Talked" into purchasing a new pool sweep for $500. The pool sweep was a Zodiac MX8, in the 1st 6-9 months of owning the pool sweep it needed 11 (documented) in store repairs. Numerous parts were changed more than once, long story short going on our 3rd summer with the sweep now and it STILL doesn't work. Again Leslies is very happy to charge about $200 in parts again for the 3rd or 4th time for some of those parts. What was their solution? Since they couldn't return it and allow me to purchase a different model, they offered to give me 50% off of the very same model only. Really?? I never asked for a refund or a single penny pack, I just wanted a store credit to pick a different branded pool sweep so it wouldn't have cost them a penny especially since the one I wanted was more expensive and I was willing to pay the difference! Also I believe it to be a marketing ploy but Leslies does not allow any negative feedback on their website to be left for their products. I personally know of 3 other people who had a negative experience with their products and we all left negative feedback omitting any price information or any other pertinent identifying information as by their own website warning and amazingly none of our negative feedbacks were allowed on their products. But I left a positive feedback on something else and it went right through. Shady marketing tactics to manipulate the ratings on their products.

Please do not use this company, I called them to fix issue with air bubbles, in my pool. when the tech showed up, he did not even bother asking what is wrong, he adjusted the cleaner valve from high to low, I had it on high the day before. then he told me the job is done, informed him that is not why I called you, the issue is air bubbles in the pool. He told me that is not why you called. Air bubbles in the pool is consider as water flow issue. Then he said the issue for the air bubbles is an O-ring that needs to be changed, but he cannot fix it since he does not have it. So I paid him the 80$ for service call, and $25 trip charge. I bought/replace the O-ring that day, another $20, but nothing was fixed. I called them twice after that, and I was told someone will call you back, but I never got a call back. I guess they have nothing to say to back up their work.

call numbe[redacted] tech name: Kevin M[redacted]

The Regional Service Manager is currently working on a resolution with the customer.

Leslie's installed a pool liner for my disabled mother in June. Less than five months later, the liner is pulling out of the coping in several places and the installers installed the liner over bolts that had held an old diving board in place (the diving board is not there and has not been there for years); they could have trimmed the bolt ends, undone the bolts, or installed extra padding over them, but instead they did nothing and the bolts are now protruding through it.

My mother likely does not have long to live and she did not get to enjoy her pool for more than a month this summer because of the company's despicable job.