Dear *** *** ***
Sorry for our delay in responding
"">
On 9/6/ Mr*** *** elected to upgrade from his pre-owned purchase to a new model spa for the $difference in retail
Regards,
Richard Annis, President
Ohio Pools & Spas, Inc
We purchased an Alberca pool in from Ohio Pools Since the first year we had the pool we have had nothing but problems with it Ohio Pools have been out several times to make adjustments and try quick fixes to resolve the issue, but time and time again we were told the the parts were not available--exact words "stuck on some ship over in China"Finally this summer the side of our pool gave out and we were told -- exact words "this is a result of years of use and exposure to the elements." I had finally had enough so I contacted the manufacturer myself only to find out that they have had the parts for this pool since And the original side rims that we NEVER got for our pool because we were told they no longer made them--not true the manufacturer had those too He did however just run out of them six months ago, but plans to have another order madeI also had another pool company come out and evaluate the situation while I was waiting to hear back from Ohio Pools, and they told me the exact opposite of what Ohio Pools told usThis pool's life is more then years and for what I paid for it if that is what they would have told me then we would have went with another pool! Their website states: that the above ground swimming pools are designed to not only to be durable but are also built to withstand the rigors of daily useThe communication with Ohio Pools has been absolutely horrible The manager and owner will not return any of my phone calls I requested a phone call from the manager and or owner and I was sent an email by the manager He doesn't even give me the courtesy to return my call I have sent him two emails in response to his one and still have yet to hear back from him On their website they state:the exemplary customer service our staff provide as a benefit of being a small business with strong family valuesThis combination allows us to reach the end goal of enhancing the lives of our employees along with our communities in NE Ohio I am only asking for the same customer care and respect that I received the first day I walked through that door to purchase my pool!
Dear [redacted]
I'm sorry about the problem you've experienced with your above ground pool and apologize that we were not able to resolve the matter timelier.
I've reviewed the details regarding your situation and found where the original claim was submitted to the pool manufacturer...
for possible warranty consideration. The claim was denied as the damage was caused by high wind getting under your winter cover after you closed your pool, causing the attaching cable to rip apart the rail of the pool. After that, the denied claim did not get processed through the proper channels at Ohio Pools & Spas.I've addressed the situation with my staff to improve our handling of any customer service claim in the future. In consideration of the circumstances you've dealt with, Ohio Pools & Spas would like to reimburse your $1,400 as requested.
Thank you for taking the time to air your concern. Please let me know if I can be of any assistance in the future.
[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 for the business to perform this action. Once reimbursement is received, I will consider this complaint resolved.
Regards,
[redacted]
Dear Mrs. [redacted]
I’m sorry to hear you’ve had issues with your new Millennium
pool. Our records indicate we did reseat
both the inlet gasket and skimmer gasket two months after the pool was
installed. This repair did not...
affect
the integrity of the pool. We were able
to patch the recent slit that was found in your liner since you opened your
pool. Although this tear was not a
product warranty issue or from installation, we are willing to replace the
liner if that eases your concerns about any future issues.
Just
contact our service manager Matt at [redacted] ext 4.
Sincerely,
Rich Annis
President
Ohio Pools & Spas
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I originally purchased a 2008 [redacted] from Ohio Pools. Things went pretty well until the spa was delivered. I then discovered that it did not have the features the salesperson had presented to me. After several discussions with the salesperson and Mr. Annis of Ohio Pools, I decided to purchase a lesser model which had the features that I wanted for an additional cost of $655.00. When they delivered the replacement spa, it was a totally different experience. The outside shell was damaged and I was informed that they model that they had the cover could only be installed one way, which was not the way I preferred and totally different from the original spa that I purchased. I was told they would replace the damaged outside panels and that was about all they would do. When I inquired about start-up chemicals, I was told that the delivery crew was not given any chemicals. The delivery guy gave me a very brief course on how to operate the pool. I am still learning how to how to operate it. At this point, I am thoroughly disgusted and disappointed with Ohio Pools. I would prefer to return the spa for a refund and go somewhere else an purchase one, but I am sure that won't happen. I just don't understand why a purchase of this nature can not be a pleasant experience.I would never purchase anything else from Ohio Pools or recommend them to anyone. I fully expect a hassle if I need any service.
I would like assurance for the replacement spa, I will receive good service and information when I need it. I would also like to have someone come out and go over the features of the spa so that I am comfortable with the operating features.
Dear *** *** ***
Sorry for our delay in responding
"">
On 9/6/ Mr*** *** elected to upgrade from his pre-owned purchase to a new model spa for the $difference in retail
Regards,
Richard Annis, President
Ohio Pools & Spas, Inc
We purchased an Alberca pool in from Ohio Pools Since the first year we had the pool we have had nothing but problems with it Ohio Pools have been out several times to make adjustments and try quick fixes to resolve the issue, but time and time again we were told the the parts were not available--exact words "stuck on some ship over in China"Finally this summer the side of our pool gave out and we were told -- exact words "this is a result of years of use and exposure to the elements." I had finally had enough so I contacted the manufacturer myself only to find out that they have had the parts for this pool since And the original side rims that we NEVER got for our pool because we were told they no longer made them--not true the manufacturer had those too He did however just run out of them six months ago, but plans to have another order madeI also had another pool company come out and evaluate the situation while I was waiting to hear back from Ohio Pools, and they told me the exact opposite of what Ohio Pools told usThis pool's life is more then years and for what I paid for it if that is what they would have told me then we would have went with another pool! Their website states: that the above ground swimming pools are designed to not only to be durable but are also built to withstand the rigors of daily useThe communication with Ohio Pools has been absolutely horrible The manager and owner will not return any of my phone calls I requested a phone call from the manager and or owner and I was sent an email by the manager He doesn't even give me the courtesy to return my call I have sent him two emails in response to his one and still have yet to hear back from him On their website they state:the exemplary customer service our staff provide as a benefit of being a small business with strong family valuesThis combination allows us to reach the end goal of enhancing the lives of our employees along with our communities in NE Ohio I am only asking for the same customer care and respect that I received the first day I walked through that door to purchase my pool!
Dear [redacted]
I'm sorry about the problem you've experienced with your above ground pool and apologize that we were not able to resolve the matter timelier.
I've reviewed the details regarding your situation and found where the original claim was submitted to the pool manufacturer...
for possible warranty consideration. The claim was denied as the damage was caused by high wind getting under your winter cover after you closed your pool, causing the attaching cable to rip apart the rail of the pool. After that, the denied claim did not get processed through the proper channels at Ohio Pools & Spas.I've addressed the situation with my staff to improve our handling of any customer service claim in the future. In consideration of the circumstances you've dealt with, Ohio Pools & Spas would like to reimburse your $1,400 as requested.
Thank you for taking the time to air your concern. Please let me know if I can be of any assistance in the future.
[redacted]
President
Ohio Pools & Spas
[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 for the business to perform this action. Once reimbursement is received, I will consider this complaint resolved.
Regards,
[redacted]
Dear Mrs. [redacted]
I’m sorry to hear you’ve had issues with your new Millennium
pool. Our records indicate we did reseat
both the inlet gasket and skimmer gasket two months after the pool was
installed. This repair did not...
affect
the integrity of the pool. We were able
to patch the recent slit that was found in your liner since you opened your
pool. Although this tear was not a
product warranty issue or from installation, we are willing to replace the
liner if that eases your concerns about any future issues.
Just
contact our service manager Matt at [redacted] ext 4.
Sincerely,
Rich Annis
President
Ohio Pools & Spas
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I originally purchased a 2008 [redacted] from Ohio Pools. Things went pretty well until the spa was delivered. I then discovered that it did not have the features the salesperson had presented to me. After several discussions with the salesperson and Mr. Annis of Ohio Pools, I decided to purchase a lesser model which had the features that I wanted for an additional cost of $655.00. When they delivered the replacement spa, it was a totally different experience. The outside shell was damaged and I was informed that they model that they had the cover could only be installed one way, which was not the way I preferred and totally different from the original spa that I purchased. I was told they would replace the damaged outside panels and that was about all they would do. When I inquired about start-up chemicals, I was told that the delivery crew was not given any chemicals. The delivery guy gave me a very brief course on how to operate the pool. I am still learning how to how to operate it. At this point, I am thoroughly disgusted and disappointed with Ohio Pools. I would prefer to return the spa for a refund and go somewhere else an purchase one, but I am sure that won't happen. I just don't understand why a purchase of this nature can not be a pleasant experience.I would never purchase anything else from Ohio Pools or recommend them to anyone. I fully expect a hassle if I need any service.
I would like assurance for the replacement spa, I will receive good service and information when I need it. I would also like to have someone come out and go over the features of the spa so that I am comfortable with the operating features.