National Discount Pool Supplies, L.L.C.

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 asked the company to call pool and spa depot of Cookeville TN and they have notThese installers are certified through the company themselvesIf the company were wanting a qualified installers view point they would call the pool and spa depot and get the dimensions that they are askingThe discount pool company is making me the paper tiger when I provided them with a number of people qualified to answer their questionsWhat more could they ask for than an installing certified businessThey are failing to follow up themselves [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

After review I do not find fault on our end. The Customers receipt clearly displays - 36oz bottles of product which is exactly what was ship at no point did our system indicate that the customer was to receive 2 - 5lbs containers. Also in review the photo used on
that page you had to magnify the image multiple times to see the sizing. his receipt was accurate as it matched the description on the page. Therefore I do not believe we were in the wrong.. However as a sign of good faith I will extend a 20% discount towards his next order. This would be a one time deal and would have a years expiration on it. Customer would need to call in the order to receive the discount. below is a copy of his receipt. Thanks you
National Discount Pool Supplies, LLC
Toll Free 1-866-736-0732 www.e-pool-store.com
Order ID nationaldiscountpoolsupplie

Date Mon Jun 20: 47: CDT 2015Ship to *** rdstreet nwmassillon OH 44647US United States3309043650 map*** to *** wales rd nemassillon OH 44646US United States3309043650 mapE-Mail *** (emailed) Email noVia FedEx Ground ($ - FREE on all orders over $100) Tracking Information Tracking # Payment xxxxxxxxxxxx6592, Expxx / xxxxApproval: 00868B Auth Code: A for up to 37.97AVS: YYY (Addr OK ZipOK) CVV: M (Code Match) Charged 37.97Referrer

Terrible customer service! Had a pool cover delivered only to noticed it was damage upon opening box. They refused to pay for the shipping back! Not worth doing business with this company. They certainly don't stand behind there product! Even emailed pics of the damaged goods and still no refund, not to mention got the run around for a month. They didn't call back once so naturally I hand to do all the calling. Save yourself the time and shop elsewhere. I only had to give a star just to submit this review.

The customer or his installation company is claiming that the liner does not fit.   The photos that he sent do display some wrinkles on the bottom of the pool but not at the top.   Because the top of the liner appears to fit perfectly I questioned whether the bottom of the pool was...

constructed with too much sand therefore raising it up too high or that the bottom is not flat and actually convex leaving no room for the bottom liner material to fit.   This is a very common issue when the installers are not qualified.   There is one other potential cause.. that the pool installer left the liner out in the sun for too long before installing it and it stretched, that is very possible.  Either way I am unable to determine because we never received the requested dimensions.  I have been in the pool biz for 36 years and honestly looking over the photos it appears that the pool installation itself is flawed  and is the cause of the poor installation.   But again until we receive the measurements I am unable to conclude.   [redacted]

The item was purchased on April 4 2014 and our return/refund policy allows for a 30 return on certain items.  The pool ladder does have a manufacturer warranty against defects and we are more than willing to assist the customer as long as it was properly installed.   This is the first...

we have received any information on this issue and I wish the consumer had just picked up the phone and called us.   After receiving this letter I did a search of our email system and did locate two emails that went to our spam box..  due to the huge volume of spam emails it is virtually impossible to monitor that file.   My apology.    In order to process the claim we would need photos of the installation along with photos of the where it broke to insure.    Please instruct Ms.   [redacted] to forward images of the installation and broken ladder to this email.  Sincerely Dave  [redacted] National Discount Pool Supplies, LLCKenosha, Wisconsin [redacted]
[redacted]

While we always try to work with a customer there are two issues that need to be pointed out.   1.        The consumer is requesting to return a product that was purchased in April of 2014 which is 5-6 months after purchase..    We allow for a 30...

day return.2.        The product purchased is a pool chemical and our policy states that pool chemicals are not returnable.    This item is a pool water purifier which falls into that category..  Here is a link to our policies.  Again I am sorry that this customer is not happy with our policy.   [redacted]   Sincerely  [redacted] MemberNational Discount Pool Supplies, LLC [redacted]

There are two solutions that I am willing to offer.   One is we ship the liner to the factory and the will inspect for errors in production OR I offer 1/2 of the amount he paid for the liner back as a refund.   Honestly I do not believe there is anything wrong with the liner..  why? because it fits perfectly at the top of the pool.. therefore if it does not at the bottom one can determine that the bottom of the pool was not constructed properly by the contractor.  Let me knowthanks [redacted]
Hansen's Pool & amp; Spa, IncNational Discount Pool Supplies, LLC4440 Green Bay RdKenosha, WI  53144262 654 4852

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]
 
 I just want the public to be aware of the false advertising on there web page they show a photo of one thing and send a smaller bottle.

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 asked the company to call pool and spa depot of Cookeville TN and  they have not. These installers are certified through the company themselves. If the company were wanting a qualified installers view point they would call the pool and spa depot and get the dimensions that they are asking. The discount pool company is making me the paper tiger when I provided them with a number of people qualified to answer their questions. What more could they ask for than an installing certified business. They are failing to follow up themselves.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

I will accept the 1/2 payment. It is my only recourse to recover the expenses that this has costed me. Thank all involved for their efforts.  
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]

Review: Last April I purchased an above ground ladder from you. According to your specs: best above ground pool deck ladder on the market. Made by Main Access. Mounts to your exiting pool deck. includes mounting anchors. Extra Sturdy aluminum hand rails with deck anchor cups. For Above Ground Pools up to 54" deep. 82" from floor to top of hand rail. Overall width is 22" Extra wide steps (9.5" bottom to 6.5" top) anti-slip steps for sure footing. Bottom step is 9.5 inches deep, top step is 6.5 inches deep; steps in between decrease gradually in depth to provide more of a staircase feel as you climb out of your above ground pool. Includes deck mounting flanges. 300 lb. capacity Can be installed on any above ground pool deck. To our dismay this August, we went outside only to find both sides of the ladder completely snapped and floating horizontal in the pool. A friend of mine up the road from us has the same ladder and the same thing has happened to theirs. I am very disappointed with the product. I would like to know if there is some kind of warranty on this ladder or if there is something you can do to remedy this dilemma. We set up our pool late this year and haven't even used the pool more than 7 times this year. I also don't have any children at home anymore, so I'm sure you can understand my disappointment. Maybe there was a defect. I look forward to hear from you. Regards, Desired Settlement: Replace ladder with one that will not break or refund

Business

Response:

The item was purchased on April 4 2014 and our return/refund policy allows for a 30 return on certain items. The pool ladder does have a manufacturer warranty against defects and we are more than willing to assist the customer as long as it was properly installed. This is the first we have received any information on this issue and I wish the consumer had just picked up the phone and called us. After receiving this letter I did a search of our email system and did locate two emails that went to our spam box.. due to the huge volume of spam emails it is virtually impossible to monitor that file. My apology. In order to process the claim we would need photos of the installation along with photos of the where it broke to insure. Please instruct Ms. [redacted] to forward images of the installation and broken ladder to this email. Sincerely Dave [redacted] National Discount Pool Supplies, LLCKenosha, Wisconsin [redacted]

Review: I called Customer service and spoke with " [redacted] ". I placed an order with National Discount Pool Supply LLC in April 2014 using the assistance of employee [redacted] . I ordered a salt water cartridge for a swimming pool. I received an email from [redacted] on 4/21/14 informing me that the cartridge was backordered and wanted to know if I wanted the other items that I had ordered to go ahead and ship. I told her yes. It was about 3 weeks before the cartridge came in and I purchased one from a local pool supply company thinking I would just put the one I had ordered up and use it later. However, when the cartridge arrived, it was the incorrect one. I intended to send back but it got stuck in a closet and forgot about. I found it yesterday while cleaning and thought I would see about sending it back and swapping for something that I could actually use. The purchase price on the cartridge was $79.93 plus tax and shipping. I didn't ask for a refund and didn't expect one to be issued, but merely a swap for something I could use or a store/site credit. [redacted] told me "no, that's been 6 months ago - we have a policy and that if I had contacted her even a couple of months after the fact, she might consider it but nothing this old. " Ok, so I understand rules and policies but as I was trying to explain to her that I didn't want my money back, I simply wanted something I could actually use, she kept interrupting me over and over. Not a let me see if there is something I can do to resolve this... just flat out no, too bad - there's nothing I can do for you. She even told me that I could try selling it on Craigslist or somewhere and told me repeatedly to visit the website for return policy. Well, I did visit website and it doesn't say no returns accepted after 30 days. It simply says... gladly accept any merchandise back within 30 days of shipment "without any restocking fees". It does not state that items will not be accepted after 30 days. Desired Settlement: I just want to send the cartridge back so I can get something that is actually of use to me.

Business

Response:

While we always try to work with a customer there are two issues that need to be pointed out. 1. The consumer is requesting to return a product that was purchased in April of 2014 which is 5-6 months after purchase.. We allow for a 30 day return.2. The product purchased is a pool chemical and our policy states that pool chemicals are not returnable. This item is a pool water purifier which falls into that category.. Here is a link to our policies. Again I am sorry that this customer is not happy with our policy. [redacted] Sincerely [redacted] MemberNational Discount Pool Supplies, LLC [redacted]

Review: I ordered 2 - 36 oz. bottles of sani - start the photo shows it to be 5 lbs. that is misleading I was expecting 10 lbs. I called customer service and talked to [redacted] asked about the misleading pic on there web sight and would not refund. Desired Settlement: send one more 36 oz. bottle

Business

Response:

After review I do not find fault on our end. The Customers receipt clearly displays 2 - 36oz bottles of product which is exactly what was ship. at no point did our system indicate that the customer was to receive 2 - 5lbs containers. Also in review the photo used on that page you had to magnify the image multiple times to see the sizing. his receipt was accurate as it matched the description on the page. Therefore I do not believe we were in the wrong.. However as a sign of good faith I will extend a 20% discount towards his next order. This would be a one time deal and would have a 2 years expiration on it. Customer would need to call in the order to receive the discount.

Review: We purchased a liner in April and installed it in May, right away we noticed the water levels dropping at first I thought it was because of Monsoon season in Arizona but it was loosing water too quickly for that to be the main reason, I figured there was a leak somewhere. Every day we would fill it up more and more, I looked around for holes and found the first one on the side but figured it got caught on the side while installing but there was no way that that small hole could have been causing it too leak that much.. put goggles on and noticed the bigger hole on the bottom near the seam, I contacted the company via facebook to let them know of the problem and they pretty much told me just to patch it. There website shows that the liner comes with a warranty but yet they refuse to make it right. We stopped putting water in it and the pool drained itself out, I sent them more pics of where the rip is and they still dont want to make it right, they make it seem like I am lying. I dont know why they offer a warranty if they are going to fight it. their warranty states 15 year pro-rated warranty on the Perma 2000 and 25 year pro-rated on the Perma 2500, first year 100%. Desired Settlement: I would like a refund for the liner and I will be happy to ship it back so they can see for themselves, or send out a replacement. That is fair compared to the thousands I have spent in water bills and labor to install the pool and now the labor to un install it

Business

Response:

The original order for the pool liner in question was under the name of [redacted] with an email address of [redacted]

not a [redacted] ? No matter who the owner is we always do our

best to take care of any issues with products purchased from us.

The product in question was ordered on 4-2-2013 and shipped soon after. On June 24th

we did receive our first call from [redacted] stating that his liner

has holes in it. We requested that he email photos of the liner (see

memo below in red) displaying these holes so that we can insure they

are covered under the factory warranty. I have done complete search

of any/all emails and to date we have not received any photos from [redacted] .

A

pool liner has a warranty that covers manufacture defects such as seem

separation etc.. These are limited warranties and do not cover damage

during installation or usage. Also the warranty states that the

liner if found to have factory defects it would be replaced at no charge

during the first year, which this would fall under. Because we have

yet to see these images I am unable to determine the cause of the

failure. Please understand that it is very easy to & ldquo;rip” or poke a hole

in a liner during the installation which is not covered by the

warranty.

Please

have the customer send the photos so we can review. If found to be

under warranty we will replace the liner at no cost to the homeowner.

Refunds are only offered within 30 days of purchase (see faqs at www.e-pool-store.com)

Let me know

> 2013 Apr 3 09: 26: Modified by m_sturino

Emailing pictures of liner, customer called saying there is holes in it. KS 6-24

> 2013 Jun 24 15: 25: Modified by ksturino1223

Thanks

Consumer

Response:

I want potential customers to know that this company and its owner, Dave [redacted] , are dishonest and untrustworthy. They sold me a pool motor that was 6 years old when I bought it. I had no idea at the time, but when I had a problem, they just referred me to the warranty and said the warranty had expired. I had the motor checked for repairs at an authorized warranty repair facility and found that the motor was 6 years old when I bought it, so it was out of warranty when purchased. I tried to resolve the problem with Mr. S [redacted] and he would do nothing to help me. I offered to pay for a new motor if he would sell it at cost and he refused. No customer support and a total rip-off in my opinion. They obviously pulled an old system off the shelf that they could not sell and pawned it off on me as new.

Review: I purchased a Pleatco cartridge filter from this company over the internet in April 2013. The cartridge I received was clearly defective and began stopping up the flow of water within 2 days of use and continually required chemicals. The cartridge had a broken strap and what appeared to me to be fewer pleats than usual. It finally reach a point where it needed to be rinsed multiple times per day. When I contacted National Discount Pool Supplies by phone (twice) I was told that the individual I needed to talk to about this was busy and they would call me back when they had time - never happened. On the recommendation of a local pool supply company, I tried using a cleaning solution on the cartridge but did not see any improvement. I began corresponding with this company by email several times but was continually put off and have had no attempted resolution. Subsequently I purchase a factory recommended cartridge from another company and this resolved all the problems with my pool. My last correspondence with this company was on June 26, 2013 and have not heard from them since then. Desired Settlement: I would like to have a refund of my money - $79.98 so that I no longer have to deal with this company any longer.

Business

Response:

Based upon all of the information I have gathered

internally it appears as if this consumer had a very dirty pool prior to

installing the new cartridge which was the actual cause of the

“stopping up the flow” or clogging of the filter cartridge. This is

exactly what these cartridges are intended for under such

circumstances. If the pool water is dirty the cartridge purchased is

design to & ldquo;capture” this debris and remove it from the water.. based

upon the information supplied the consumer is admitting that indeed this

item was functioning perfectly as was used to clean up a messy pool..

in such conditions you will be required to remove the cartridge for

frequent cleanings.. We tried to explain that to this customer and

offering a discount on a second cartridge since basically the unit

purchased from us was being used to clean up a mess. Pleatco makes

the finest cartridges and the only time we ever hear of this situation

with a pool or spa is when the water is dirty. These cartridges are

design to remove extremely small particles in the 4-6 micron range which

yes will clog up a cartridge especially in extreme conditions such as

what existed there. based upon the information supplied it appears

the item was working perfectly and doing its job.. I am sorry the

consumer is upset and will offer them a 20% discount on their next

purchase. If excepted please have them contact me directly for the

discount code.

Thanks for contacting us.

Consumer

Response:

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.

As I had explained by email to this company, all of my pool chemicals tested perfectly (including Phosphates) . This was to emphasize that my pool water was not dirty. I am very experienced with pools, having been a pool owner for over 35 years. This is my second pool. I have even used Pleatco brand filters in the past and did not experience the problems that I did with the one sent to me by this company. After replacing that filter with a factory brand, I no longer have any problems with my pool. No matter what [redacted] says, I am thoroughly convinced that the filter he sent to me was defective.

So now, in your opinion, do you really think he is extending a reasonable resolution? I am out $79.98 and have to make another purchase from him to receive a 20% discount.

This is why I reported this issue to the Revdex.com. It is obvious, he does not want to do the right thing and refund my money.

Regards,

Consumer

Response:

I

am an extremely unsatisfied customer of National Discount Pool

Supplies. I purchased a Pleatco Filter from them for $79.98 which

proved to be defective. I have owned and operated pools for over 35

years and I am very familiar the analysis of pool water. I have even

owned Pleatco Filters in the past and not experienced the problems I did

with the one sent to me from NDPS. They have refused to acknowledge

that the one they sent to me is defective. However, there is no doubt in

my mind that the one they send was not operating as specified. Working

through the Revdex.com, the only resolution they have

offered thus far is a 20% discount on my next purchase - ridiculous. I

am now out $79.98 and will never spend any more

money with this company. I hope that other consumers will be forwarned

about the practices of this company and not have the same experience

that I did. Please make all of the information I have previously

provided publicly available for all to see how this company treats

customers.

We purchased a liner in April and installed it in May, right away we noticed the water levels dropping at first I thought it was because of Monsoon season in Arizona but it was loosing water too quickly for that to be the main reason, I figured there was a leak somewhere. Every day we would fill it up more and more, I looked around for holes and found the first one on the side but figured it got caught on the side while installing but there was no way that that small hole could have been causing it too leak that much.. put goggles on and noticed the bigger hole on the bottom near the seam, I contacted the company via facebook to let them know of the problem and they pretty much told me just to patch it. There website shows that the liner comes with a warranty but yet they refuse to make it right. We stopped putting water in it and the pool drained itself out, I sent them more pics of where the rip is and they still dont want to make it right, they make it seem like I am lying. I dont know why they offer a warranty if they are going to fight it. their warranty states 15 year pro-rated warranty on the Perma 2000 and 25 year pro-rated on the Perma 2500, first year 100%.