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Libby Evans Inc.

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Reviews Libby Evans Inc.

Libby Evans Inc. Reviews (12)

Dear Dispute Resolution Consultant,Thank you for the information regarding this customer's concern about their recent pool repair. Our Customer Care Manager has already contacted the customer to investigate the situation and find resolution. This customer happens to be the second owner of a pool...

built in 1994 and though we did do a remodel as noted, these issues are unrelated and not uncommon for an older pool.Shasta Pools has determined the issue at hand was not caused by Shasta's technician. The customer cancelled the service request and has acknowledged the fact that another contractor is addressing the problem. The valve was addressed correctly at the last visit and the pump is related to another contractor. Since the findings are a repair unrelated to the previous visit and not a problem caused by Shasta, it's our hope the Revdex.com will recognize this to not be the fault of Shasta Pools and remove this complaint from our record.Respectfully,[redacted]

Dear Dispute Resolution Specialist,Thank you for the information regarding this customer's concerns. Actually, we had already addressed their concerns but spoke with this customer again today. Shasta Pools is addressing the issues now and consider the matter resolved.We hope this information proves...

helpful.Respectfully,[redacted]

Dear Ms. Garcia,Thank you again for the additional information. Our Customer Care Manager has spoken with this customer and is working toward a satisfactory resolution to this sensitive situation.It's our hope the Revdex.com recognizes the efforts of Shasta Pools to be fair and accurate (based upon what our business records and history show) while maintaining excellent customer service.  We also hope this information proves helpful and the matter considered closed.Respectfully,Joanie D**

Dear Conciliation and Engagement Specialist,Thank you for the information regarding this customer. We regret his concerns but appreciate the opportunity to help.Our records show this customer to be the 2nd owner of a pool we completed in 5/1981. The pool was originally a TURBO CLEAN pool with the...

large Swimquik heads. In 2/1995, we show our representative gave the first owner a bid to install turbo clean adapters and convert to our new style A&A Quik Clean 1 heads. We never heard back from the first owner and the home sold a year later. We show this customer became the 2nd owner of the pool in 5/1996.Shasta sold our retail stores in 2012 but kept records of these purchases for warranty purposes. There would not be a lifetime warranty unless a full set of heads were purchased at one time. We do not have a record of this customer purchasing the set of heads from us, or from our retail stores.The only communication we have from this customer is a call on 4/19/2016 where he called us and said he had a lifetime warranty on the heads. We have no records of him having this warranty or even any service calls in to Shasta over his 20 years of ownership. At that time our Customer Care Mgr stated this customer would need to provide a receipt or warranty card for us to cover the heads.The customer called again yesterday, 10/18/2016, and our manager handled the call personally. She offered to replace all the heads as a onetime goodwill gesture but the customer declined and seems to have filed this Revdex.com claim.We have a situation where an owner purchased a home with a 15 year old Shasta pool 20 years ago. At some point in time the heads have been updated through someone other than Shasta as we have no record of the work. We offered, even though our records indicate he is not the original owner, to replace his heads one time as a gesture of customer goodwill.We hope this information proves helpful and the Revdex.com will find the matter resolved.Respectfully,Joanie D**

Dear Dispute Resolution Consultant,Thank you for the information regarding this customer's concerns.  Please be advised that the Director of our Customer Care Division will arrange to meet with the Owners to personally inspect the pool condition and work out a resolution.  Our office will...

call the customer and set up a time to meet and we will report the outcome to the Revdex.com.We hope this information proves helpful.Respectfully,[redacted]

Dear Dispute Resolution Specialist,Thank you for the information regarding this customer's concerns.  Our superintendent  has already visited the property to inspect the spa and has left message for the customer.  I have also left two messages for her to discuss her concerns....

 Our orientation technician met with the customer today and we will be happy to research any items the customer feels need attention.  However, we will need to speak with the customer to arrange a meeting with the customer, our management and the crew.As for the tile edging and the interior finish (not pebble tec), both selections installed are per the customer's signed contract. There was not a completion date on the contract but we did have delays due to the extensive detail in this project. We welcome hearing directly from the customer soon and will advise the Revdex.com the outcome of any communications and resolution.We hope this information proves helpful and we will update the Revdex.com accordingly.Respectfully,[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]

Dear Dispute Resolution Specialist,Thank you for the information regarding this customer's concerns. It is certainly unfortunate that we have encountered the series of events mentioned on this project and we first offer our most sincere apologies for their negative experience and inconveniences....

 The Revdex.com knows how important these issues are to us.Shasta Pools would like the Revdex.com to know we have made several efforts to correct and/or improve each situation as it occurred on this project. We have absorbed many additional costs, as well as extended a significant reduction in contract price, in attempt to bring this customer satisfaction. At the beginning the excavators came upon excessive debris in the pool area that required additional cost to remove which Shasta paid. The BBQ was contracted for flagstone but the customer was unaware this material had such variations and frustrated with the inability to match perfectly so we offered to upgrade to the travertine at no cost to them and they agreed. The interior finish originally installed was the selection the customer signed for and per contract. However, due to their intense dissatisfaction and in the spirit of goodwill, we worked with them to change the interior finish at a very reduced price and absorbing the remaining costs. The second installation was a color also selected and signed for by the customer. Other than a minor blemish in the interior finish, the manufacturer's technician found the application to be extremely well done and they worked on the imperfection this week. The wall has been re-painted by a professional painter as they requested also at Shasta's expense.In light of the above information, we hope the Revdex.com will recognize the efforts of Shasta Pools and understand why the request for a $5,000 refund is respectfully denied. We hope this information proves helpful.Respectfully,[redacted]

Hello Marie, I wanted to address the response from Joanie Day of SHASTA POOLS AND SPAS. First, I have owned the house since June of 1984, not May 1995.  No representative EVER called me to talk about an upgrade to the new A&A heads.  I purchased the full set of  heads and distribution manifold from the Shasta store at Tatum and Bell Rd.   I was offered a lifetime warranty that I purchased and used at least three times prior to them claiming I had no warranty in April of 2016, and again in October, 2016. Finally, it is stated they offered me a one time head replacement, as a goodwill gesture. That offer was NEVER made.  I did not decline the offer as the conversation ended with the lady stating I had to produce the original paperwork. They have records of a representative contacting me in February 1995 to offer me the conversion heads,  (never happened), incorrect records indicating my date of home purchase,  records of my contact in April of 2016 and October 2016, (that is correct), but no records of me using the warranty to replace heads on at least three previous occurrences.    Thank you for allowing me to respond to the Shasta offer to help.... [redacted]

Dear Ms. Garcia,Thank you for the added response.  Our upper management will be contacting this customer to work toward resolution.  We will advise the Revdex.com that outcome soon.Respectfully,Joanie D**

Dear Dispute Resolution Specialist,Thank you for the information regarding this customer's concerns.  Our sales manager has been in communication with the customer and, though the pool is built per signed plan and contract, we are working toward some resolution.  We hope the Revdex.com finds this...

information helpful. Respectfully,Joanie D**

Dear Dispute Resolution Specialist,Thank you again for the additional information from this customer. Shasta Pools would like the Revdex.com to be advised that we have been in contact with the customer and our Superintendent and Director of Field Operations met with the customer yesterday. Though it was confirmed the selections were per contract, we are working with the customer toward resolution to her concerns.We hope this information proves helpful and we will advise the Revdex.com any updates.Respectfully,[redacted]

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