My Pool Guys

We are writing in response to a complaint we received on June 23”’The complaint was submitted to TheRevdex.com on 6/14/The complaint was assigned an ID number of ***.As the complaint states, we did sell a solar cover to the complainant on 5/25/Also as stated via thecomplainant, we did indeed tell the customer that it was the “Heavy” coverThis description is clearly stated onthe manufacturer’s packaging boxAgain as the complaint states, we did tell the customer that we could not tellthe “millage” of the cover, because we in fact are not given that information from the manufacturerSo as thecomplaint clearly states, we in no way misrepresented this solar coverWe gave only information as supplied tous from the manufacturer, which is clearly stated on the box (see enclosed photo).The complaint goes on to say that the customer placed the cover on the pool weeks before attempting to returnthe coverOur return policy which is clearly displayed at the checkout counter states the following:“Items may be returned for a refund or replacement within days, only if the item is in NEW, UNUSEDcondition and in ORIGINAL packagingIf days have gone by since your purchase, unfortunately wecan’t offer you a refund or exchange.” :.This policy has been displayed at the counter in the same place, continuously, since prior to our store beingopened for business.In the complaint the customer states “They now claim they have a sign on the counter that says they have a 10day return policy.I have included a picture taken with and stored in my cell phoneThe signs are posted at the counterNot whatwe claim just a fact! You will also seethe screenshot showing the Meta data details of when the photo wastakenMARCH 8,2017.On 6/12/the customer came to our store and stated that the solar cover did not workIn an attempt to assistthe customer, one of our service employees asked the customer if he had placed the solar cover bubbles downon the pools surfaceThe customer responded “don’t insult my intelligence” followed by he had owned the poolfor yearsThe customer was then asked to speak to the young lady at the counter inside, at which time heentered the storeOur representative at the counter took the gentleman’s information and told him she wouldhave someone call him.Approximately ‘/~ hour later I returned to the store and was given the customer’s contact informationIimmediately called himAfter introducing myself and explaining I was calling him as requested, he statedagain, that the solar cover did not work and that it was flimsyI began to explain to him how a solar coverworketh and he told me he had the pool for years and knew what he was talking aboutAt that time, notknowing he bad purchased the solar cover weeks prior, I asked him if he would like to bring it backHis reply“no I will give it another try” (Please see attached page printed directly from the United States of America’sDepartment of Energy’s web site at~The following day, I was behind the counter when a customer entered the store with a large box with a solarcover stuffed halfway into itThe customer stated who he was, and that lie wanted a heavier coverI told him Iwould call himI looked at the customer’s receipt to see the purchase price and returned it to him.After leaving, I looked up the purchase and found that the cover was purchased weeks earlier and that inaccordance with our stated/displayed return policy (attached) we would not take it backUpon furtherinspection of the cover, it was also very dirty.Soon aftenvards I received another call from the customer asking the price on the heavier coverI told him atthat time we would not be taking this cover backA few minutes later he came to the store, retrieved his coverand asked “so this is how it ~v going to be?” I replied yes and began to again explain our return policy when hestated “you won’t be in business long” he then walked out.A few minutes later I received notification that our Facebook page had a new review, clearly stating she wishesthat our business fails.“I am very disappointed in their loch ofcustomer service and hope they will not be around Erie for long.”We employ several people, whose families depend on them to provide a comfortable existenceTo wish us outof business is clearly an emotional response of someone who has chosen to hurt us in any way possible.At no time, was (as the customer claimed) “Isee this as deceptive customer service (and taking advantage ofafemale,)” was the customer in any way treated any differently due to her gender, This statcment is not onlyoffensive but slanderousThis is clearly meant to damage our reputationSecurity footage is available.In the Desired Settlement section of the complaint, the complainant implies that we would “skyrocket the priceto usfor the heavier cover.”In the same section, the complainant states “I do not want to be harassed in any way by them,”It is clear that both ofthese statements are meant to put our company in a bad lightThe ONLY time leverinteracted with the complainant, was returning the call as THEY had requested, responding to the Facebookpost apologizing and telling them we would not take the cover back.We have foflowed our stated policy to the TeeThe customer used the solar cover, for weeks while thetemperatures in the area were on the cool sideWhen the pool temperature hit degrees and the generaiambient area temperatures hit into the SO’s, they wanted to return the solar coverPlease refer to the includedmaterials describing how a solar cover works and what it is used forI have included a printout of the weeksweather prior to the date the complainant decided the solar cover was “flimsy” and “Didn’t work”

We are writing in response to a complaint we received on June 23”’. 2017. The complaint was submitted to TheRevdex.com on 6/14/2017. The complaint was assigned an ID number of [redacted].As the complaint states, we did sell a solar cover to the complainant on 5/25/2017. Also as stated via...

thecomplainant, we did indeed tell the customer that it was the “Heavy” cover. This description is clearly stated onthe manufacturer’s packaging box. Again as the complaint states, we did tell the customer that we could not tellthe “millage” of the cover, because we in fact are not given that information from the manufacturer. So as thecomplaint clearly states, we in no way misrepresented this solar cover. We gave only information as supplied tous from the manufacturer, which is clearly stated on the box (see enclosed photo).The complaint goes on to say that the customer placed the cover on the pool 3 weeks before attempting to returnthe cover. Our return policy which is clearly displayed at the checkout counter states the following:“Items may be returned for a refund or replacement within 10 days, only if the item is in NEW, UNUSEDcondition and in ORIGINAL packaging. If 10 days have gone by since your purchase, unfortunately wecan’t offer you a refund or exchange.” :.This policy has been displayed at the counter in the same place, continuously, since prior to our store beingopened for business.In the complaint the customer states “They now claim they have a sign on the counter that says they have a 10day return policy.I have included a picture taken with and stored in my cell phone. The signs are posted at the counter. Not whatwe claim just a fact! You will also seethe screenshot showing the Meta data details of when the photo wastaken. MARCH 8, 2017.On 6/12/20 17 the customer came to our store and stated that the solar cover did not work. In an attempt to assistthe customer, one of our service employees asked the customer if he had placed the solar cover bubbles downon the pools surface. The customer responded “don’t insult my intelligence” followed by he had owned the poolfor 25 years. The customer was then asked to speak to the young lady at the counter inside, at which time heentered the store. Our representative at the counter took the gentleman’s information and told him she wouldhave someone call him.Approximately ‘/~ hour later I returned to the store and was given the customer’s contact information. Iimmediately called him. After introducing myself and explaining I was calling him as requested, he statedagain, that the solar cover did not work and that it was flimsy. I began to explain to him how a solar coverworketh and he told me he had the pool for 25 years and knew what he was talking about. At that time, notknowing he bad purchased the solar cover 3 weeks prior, I asked him if he would like to bring it back. His reply“no I will give it another try” (Please see attached page printed directly from the United States of America’sDepartment of Energy’s web site at~The following day, I was behind the counter when a customer entered the store with a large box with a solarcover stuffed halfway into it. The customer stated who he was, and that lie wanted a heavier cover. I told him Iwould call him. I looked at the customer’s receipt to see the purchase price and returned it to him.After leaving, I looked up the purchase and found that the cover was purchased 3 weeks earlier and that inaccordance with our stated/displayed return policy (attached) we would not take it back. Upon furtherinspection of the cover, it was also very dirty.Soon aftenvards I received another call from the customer asking the price on the heavier cover. I told him atthat time we would not be taking this cover back. A few minutes later he came to the store, retrieved his coverand asked “so this is how it ~v going to be?” I replied yes and began to again explain our return policy when hestated “you won’t be in business long” he then walked out.A few minutes later I received notification that our Facebook page had a new review, clearly stating she wishesthat our business fails.“I am very disappointed in their loch of customer service and hope they will not be around Erie for long.”We employ several people, whose families depend on them to provide a comfortable existence. To wish us outof business is clearly an emotional response of someone who has chosen to hurt us in any way possible.At no time, was (as the customer claimed) “I see this as deceptive customer service (and taking advantage ofafemale,)” was the customer in any way treated any differently due to her gender, This statement is not onlyoffensive but slanderous. This is clearly meant to damage our reputation. Security footage is available.In the Desired Settlement section of the complaint, the complainant implies that we would “skyrocket the priceto usfor the heavier cover.”In the same section, the complainant states “I do not want to be harassed in any way by them,”It is clear that both ofthese statements are meant to put our company in a bad light. The ONLY time leverinteracted with the complainant, was returning the call as THEY had requested, responding to the Facebookpost apologizing and telling them we would not take the cover back.We have foflowed our stated policy to the Tee. The customer used the solar cover, for 3 weeks while thetemperatures in the area were on the cool side. When the pool temperature hit 80 degrees and the generaiambient area temperatures hit into the SO’s, they wanted to return the solar cover. Please refer to the includedmaterials describing how a solar cover works and what it is used for. I have included a printout of the 3 weeksweather prior to the date the complainant decided the solar cover was “flimsy” and “Didn’t work