Litehouse Pools & Spas

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Her money was refunded exactly as she was told it would be.  We have a clearly stated policy of issuing refunds on payment by check after a 14 day waiting period.  The refund check was issued on 7/20 and the customer has cashed it.

Thank you for allowing Litehouse to respond to this message. Our Christmas return policy is posted throughout the store and printed on the receipt. There is no returns on any Christmas merchandise after December 17. In lieu of the situation Litehouse will exchange the storage bag for another size....

Attached are the customers receipt and return policy. Thank you Litehouse Customer Service

---------- Forwarded message ----------From: Chris C[redacted] <cc[redacted]@litehouse.com>Date: Tue, Aug 9, 2016 at 9:59 AMSubject: RE: Complaint #[redacted]To: [redacted] <[redacted]@cleveland.Revdex.com.org>Thank you.  As I said, the policies listed on our web site pertain to web orders.  We don’t really accept checks for web orders.  Our stores display our return policy indicating the wait on anything paid by check.  Since this was a service requested over the phone, she would not have seen that.  In the future, we will be sure to do a better job of explaining the policy to anyone writing us a check that is not in our store so they better understand the policy. Honestly, I’ve been in this business for nearly 33 years and we have had this policy in place for the majority of that time as it’s a common policy in retail.  This is the [redacted] time I can ever recall any complaint about it let alone to the degree of this person...so, we will review this instance and devise a method of including this policy on all of our forms so that all customers receive a form that includes our refund policies when we receive payment whenever and wherever we can. Thanks for your time. Chris

The customer paid for a service visit on May 14,2014 and was not satisfied with the results, filed a Revdex.com claim and was given credit to use at any Litehouse. HIs credit was used for the service call on June 11,2015.  Litehouse has been to the customers home and diagnosed the spa twice...

for the price of one fee. We do not feel that the customer should be refunded his money.Thank youLitehouse Customer Service

Thank you for allowing Litehouse to respond to this message. We are truly sorry for the issues the customer is having with their hot tub. The unit does carry a 5 year warranty from the manufacture of which Litehouse is an agent to repair it. There was a leak issue after the hot tub was delivered in...

March 2016 that was repaired and after that the entire stereo system and speakers were replaced during January and February 2017. Litehouse has a service visit set up for October 6,2017 to diagnose the issues at this time. All problems will be taken care of under the manufactures warranty.  Thank You Litehouse Customer Service

Thank you for allowing Litehouse to respond to this message. Litehouse has decided to bypass the warranty company and replace the chair with a new one. The customer will be called within 3 business days to schedule the delivery. Thank youLitehouse Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
written on my receipt is a 15 year warranty on the listed lawn chair but a 25 year warranty on the listed rocker -- all I want is a no charge re attachment of the 2 straps that came loose -- they are not broken or ripped only loose