Leslie's Swimming Pool Supplies

The Regional Vice President talked with the customer on Friday night and walked through the situation with him.  The customer told him the issue had to do with making a purchase 2-3 weeks ago and then the net went on sale.  The Regional Vice...

President offered to match the price, (the store manager did as well) but he doesn’t have the product or a receipt and we can’t see any matching transaction tied to his account.  The Regional Vice President offered to have him visit one of our stores and we can adjust the price but the customer declined the offer.

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]

Sirs,
I would prefer not to speak with anyone at Leslie's. When...

I returned to the store referenced in my initial complaint, the clerk was having a difficult time figuring out how to enter my outstanding refund amount into their computer/cash register. He called his store manager on the phone and immediately handed the phone to me saying the manager wanted to talk to me. I was then subjected to the most offensive, rude and unprofessional exchange I have EVER experienced in a retail setting. Mr. Store Manager was apparently aware of my complaints and was on the defensive in the worst possible way. That man accused me of purchasing the pool game in question, returning it used and presumably, fabricating my complaint. Disgusting, to say the least. Even the clerk was embarrassed and apologetic for his manager's bad behavior. That clerk, [redacted], was the person who was involved with the sale of the item and my subsequent phone call to the store on the date of purchase. If he is not fearful of retribution from his manager, he could confirm the veracity of events as I have relayed them. I feel sorry for him though, to work for a man with no scruples and I wouldn't be surprised if he declined comment for fear of retaliation.    No, at this point, I'm done with my local Leslie's Pool Supply. I will never patronize that store again. I simply wanted a governing organization to be aware of what I perceived to be an instance of consumer fraud.
 
Thank you,

Hello Revdex.com,Leslie's has reached out to the customer and came to the agreement of store credit.Thank you.Leslie's Customer Care Team

Hello Revdex.com,Leslie's reached out to the customer and had to leave a voice mail. We intend to provide the customer with store credit once she returns our call. Thank you.Leslie's Customer Care Team

Hello Revdex.com,Leslie's District Manager reached out to the customer and came to an agreement. Leslie's will be giving the customer some product free of charge for the down time of his cleaner being in the shop. Thank you.Leslie's Customer Care Team

Hello Revdex.com,Leslie's contacted [redacted] and instructed him to bring his Barracuda MX8 cleaner into the store to swap it out for a brand new machine. Thank you.Leslie's Customer Care Team

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

The service manager went out to the customers home and felt the walls in several spots and the finish was very smooth with the exception of 3-4 spots. If we had damaged a pool with a poorly done acid wash the entire surface would be rough. The customer advised the service manager that the pool...

was 13-14 years old which is beyond the normal life of a plaster job.We reached out to CDC Pools and will have an update once they inspect the surface.

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

[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.]

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,

Hello Revdex.com,Leslie's has reached out to the customer again and came up with a resolution. Instead of store credit, the customer will receive a $200 check from the corporate office.Thank you.Leslie's Customer Care Team

Terrible customer service!! I went to store [redacted] and the employees name was Jordan. I took some pool water in to be tested and the lady acted like I ruined her life! She took my pool water, tested it , printed out a copy of the paper, highlighted it and handed it to me. I just purchased a pool and I have no idea how to take care of it. So when I ask questions about the paper work she proceeds to talk to me like I'm stupid. I have already explained to her that I don't know anything about pools or the chemicals. I ask questions so I can learn but when I'm getting feedback from someone who is supposed to be a professional like this "try not to blow yourself up" it really upsets me. I left the store more confused than ever. I will never go back to that store again.

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.

[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]

We met with customer on 1-06-2014 in the afternoon.  Issue is his electrical connection at the panel for the heat pump needed to be replaced by a licensed electrician  The breaker was falling apart.  Customer was contacting electrician for repairs this was not at fault of our...

installation.

My wife and I bought a house in [redacted]. We were moving from the [redacted] area. Two issues we've already had with Leslie's Pools.
First issue: I called for a "pool school". I figured I needed to know how to run the pool and spa that came with the house. When [redacted] with Leslie Pools arrived, he was very unfriendly. He went to the pool and started looking over the various parts and finally I had to ask if he was going to show me how to run the pool. He covered things very fast; I tried to write down as much as possible and even take pictures of what he was saying. Our pool is an automation panel that was not connected properly in that the air and water/spa sensors were not connected. He said it would take about $1,000 to fix it up. I felt all along he was trying to sell me instead of school me. I later found out the parts are $54 each - so there is no way installation would cost $950. Plus I was charged a different amount than what I was quoted.
Issue 2: A few days later my pump went out. So I went into the local store in [redacted] and was told a new single-speed motor would cost about $440 out the door. Again, I did not feel comfortable with my interaction so I told him I needed to check with the wife.
Instead, I called a local pool service company who came out to look at the pool and give me an estimate. His first comment was that [redacted] law requires all new filtration pumps installed / replaced need to be variable speed and that no one can sell me a single-speed motor. I checked [redacted] and sure enough this guy was right!!!
My experience with Leslie's has been nothing short of their being decietful - and even scammy.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution has been addressed by the local Leslie's in [redacted].  I consider this complaint resolved.

Regards,

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

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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,