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ONTARIO PARALEGAL (WOODSTOCK)

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ONTARIO PARALEGAL (WOODSTOCK) Reviews (57)

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 belowI am very sorry they have not offered to stand by their warranty which clearly states FULL YEAR warranty and if it should fail during usage return 1'x1' piece to them for replacement cover (which they did not ask for I only sent one picture and advised them I had plenty more)This warranty also states that cover will not rip tear fray and was tested in the most harsh conditions which as I have stated I live in Indiana where the weather does not get as bad as they say the cover had been testedA FULL YEAR warranty is exactly that and I am within yearsI'm not sure how they can sell this with year warranty and not stand by itI used this as directed and have had a pool for the last years and I am very aware of the correct maintenance of a pool cover and all the other maintenance of a pool and supplies .I was not sure if I attached the warranty to my complaint but have attached it nowThe main reason I purchased this cover was for the warrantyI figured with a warranty of full years it must be good or they could not offer such a warrantyThey have stated that my cover damage is due to wear and tear so please do the right thing and settle this and stop wasting every ones time A warranty that states full years is just thatChange your warranty but stand by the one I purchasedRegards, [redacted]

Additional response to Complaint ID# [redacted] Customer is having an issue with a winter cover warranty claim Upon further review of the manufacturer's warranty information; it is stated that the manufacturer's warranty warrants the cover to be free of manufacturer defects such as delamination or a separation of a welded seamHowever it is also stated that the manufacturer's warranty does not warrant against tears or punctures, stress tears due to placement of heavy objects to hold the cover down, or damage cause by weather or improper handlingWe apologize for all the issues the customer has had with this order, and we are happy to extend the coverage to cover the winter cover under manufacturer's warranty in this case as a customer courtesyThe only charges the customer will be responsible to pay is $for shipping of the replacement cover; as outlined by the manufacturer's warranty guidelinesThe customer may contact me directly; and I would be happy to assist them in completing the order for their warranty replacement winter coverThis issue should be fully resolvedPlease let me know if you have further questions or concerns; or if you need any additional informationThank you, [redacted] Customer Service Specialist Leisure Living

This is in response to complaint ID #***The complainant would like compensation for a liner purchased in January and a pool speaker purchased in June of the same year. The liner was purchased on 1/27/and the speaker on 6/8/The first time we heard from the customer was
months after her initial purchaseOn 5/22/she called to say her liner has a hole in itBut because of the time that passed we have no way of knowing what caused the hole If it was damaged it shipping it would have be far too late to file a shipping claim as we have days to do soThis is why packages should be inspected upon deliveryAlternatively it could have been damaged in storage processTherefore since the damage is not a warranty issue we offered her 15% off a replacement linerThat offer still standsAs far as the speakers are concerned since the customer said they do not work I have gone ahead and issued a refund it is not necessary for her to return themShe should see the refund back on her card in a few daysPlease let me know if you have further questions, or if you require additional information! Thank you! Judy B*** Customer Experience Supervisor Leisure Living Main Street Tonawanda, NY ###-###-####

This is in response to complaint ID #***The complaint is unhappy that her winter cover is not covered under the manufacturer’s warrantyThe manufacturers warranty is very clear as to what is covered under warrantyThe cover seam separation and delamination, her cover does not show signs of
eitherThe damage to her cover looks like wear and tear which is not coveredWe have decided as a good faith gesture to offer her 50% off a replacement as a one time courtesyThe customer may call customer service at 800-356-should she decide to take advantage of our offerI have attached a copy of the photo she sent us belowPlease let me know if you have further questions, or if you require additional information! Thank you! *** *** Customer Experience Supervisor Leisure Living

Revdex.com: I am taking this as they are giving me my money back.. the way this is worded and stuff it's hard to understand what its actually saying.. if I hit we refuse it then it kills everything and it could be they are trying to give my money back I have no clue because I don't understand it.. I got an email from them and it shows something being billed to me or shipped to me and I have no clue!
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]

Dear [redacted]05/19/17This is in response to complaint ID #[redacted]. The complainant states that weare not standing by a product he purchased last year. I have looked in to thisand found that this statement is incorrect First off he purchased the filter on4/22/17(copy enclosed) not last year as...

stated and after he contacted us on4/19/17 we agreed to cover the filter under the terms of the warranty (accountnotes and warranty enclosed). The warranty terms are in part as follows. In thesecond year after purchase the manufacturer covers 10% of the replacementcost which is what we told the customer. Apparently he is unhappy with theterms of the manufacturer's warranty. Because he is so unhappy I can offer a25% discount off a replacement filter as a one time courtesy. All he needs to dois contact our Customer Service department and we will extend the discount.Please let me know if you have further questions, or if you require additionalinformation!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
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This is in response to complaint ID #[redacted]. The complainant is unhappybecause the manufacturer is charging them proation per their warranty policy.The manufacturer also states that fading is not covered under warranty but theyare covering this as a courtesy. Therefore because this is not covered...

underwarranty and because the manufacturer is taking care of this we as a distributorcannot intervene. We can however issue the customer a $50.00 in store credit asa courtesy which they can use on any future purchase. Please let me know ifyou have further quettions, or if you require additional information!Thank you!Judy B[redacted] Customer Experience SupervisorLeisure Living [redacted] 
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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.Regards,[redacted] What do they mean by the two statements of what is covered in the warranty-delamination and seam ?  The cover didn't even last a year so there is definitely something wrong with their products.  I would like to receive a full refund and a copy of their 10 year warranty.  Since we had bought a previous cover from them that didn't last very long either, I do not wish to purchase another defective product from them.  Thank you.

As stated in the original response. The damage to the complainant's cover is not covered under warranty. However because he is so upset we will replace it for him as a one time courtesy at our cost of 42.70. All he has to do is call one of our sales reps at [redacted] and ask them to look in the notes in his account. Thank you.

This is in response to complaint ID #[redacted]. The complainant was unhappy because she was not given a full refund when she refused delivery of a swimming pool. The Customer refused the pool on 6/6/16 and we refunded the customer 10 days later per our return policy. This policy includes 20...

%restocking fee and the actual shipping charges from the freight company. The customer then filed an American Express charge back. This charge back was decided in our favor. Since then we have been in contact with the complainant and decided as a courtesy to refund the $328.00 restocking fee. She has expressed satisfaction  with this outcome. Therefore we feel that this complaint should be closed. Please let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted]Customer Experience Supervisor Leisure Living [redacted]

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. I am very sorry they have not offered to stand by their warranty which clearly states 5 FULL YEAR warranty and if it should fail during normal usage return 1'x1' piece to them for replacement cover (which they did not ask for I only sent one picture and advised them I had plenty more). This warranty also states that cover will not rip tear fray and was tested in the most harsh conditions which as I have stated I live in Indiana where the weather does not get as bad as they say the cover had been tested. A FULL 5 YEAR warranty is exactly that and I am within 3 years. I'm not sure how they can sell this with 5 year warranty and not stand by it. I used this as directed and have had a pool for the last 30 years and I am very aware of the correct maintenance of a pool cover and all the other maintenance of a pool and supplies .I was not sure if I attached the warranty to my complaint but have attached it now. The main reason I purchased this cover was for the warranty. I figured with a warranty of 5 full years it must be good or they could not offer such a warranty. They have stated that my cover damage is due to normal wear and tear so please do the right thing and settle this and stop wasting every ones time . A warranty that states 5 full years is just that. Change your warranty but stand by the one I purchased. Regards,  [redacted]

This is in response to complaint ID #[redacted]. The complainant is unhappybecause we charged: our standard restocking fee on a solar reel she returned.She purchased the reel on 7/25/16 and called on 8/11/16 and asked to returnthe reel. We authorized the return and also issued fed ex call tags to pick...

it upfrom her as a courtesy. Normally shipping costs are the customer's responsibility.When the return came back we processed the refund per our return policy.Because we already covered the return shipping costs for her we are not goingto refund the restocking fee at this time. I have included a copy of our terms ofsale showing or policy includes a 20% restocking fee. Please let me know if youhave further questions, or if you require additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living '[redacted]
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Tell us why here... Revdex.com                                                                   08/11/17[redacted]... [redacted]Complaint ID#[redacted]Dear [redacted]This is in response to complaint ID #[redacted]. The complainant is unhappy with the resolution we offered on the original complaint. In his rebuttal he states that he did not receive the replacement pool parts. I looked in to this and found out that is correct. The manufacturer sent the parts but they did not get delivered they were sent back to them instead of the customer. Because of this new information we have decided to refund the customer in full, provided that he allows us to pick up the skimmer, pool liner and filter system that we shipped along with the damaged pool. Once we are able to pick those items up and return them to stock we will process the refund. The customer can contact us at [redacted] to arrange for the pick up. Please let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Superviso rLeisure Living [redacted]

This is in response to Complaint ID# [redacted]. Customer requested a replacementfor pool steps that were damaged.Customer's order was placed over the phone under order [redacted] (seeattached) for item 832020 THE STEP FOR INGROUND POOLS RECTANGULAR STYLE3 STEPS (see attached).This item shipped out...

freight under pro number [redacted]. The company thattransported this shipment was [redacted] of New England (see attached).The customer signed for the freight delivery free and clear and there was nonotation on the bill of lading that this product was damaged (see attached).The customer originally paid 749.99 for this item plus shipping and handling. As acourtesy we can offer the customer a replacement at 549.99 plus tax. This willincorporate all shipping fees.We apologize for all the issues the customer has had with this shipment, if thecustomer would like we are happy to honor the offer above.This issue should be fully resolved.Please let me know if you have further questions or concerns or if you need anyadditional information.Thank you,Thomas D. G[redacted]Customer Service SpecialistLeisure Living574 Main StreetTonawanda NY 14150###-###-####

This is in response to complaint ID #[redacted]. The complainant is unhappy that her solar cover damage is not covered under the manufacturer's warranty. The warranty is very clear as to what is covered. Seam separation and delamination are the only two conditions that are covered .. The photo the...

complainant sent shows the cover is torn down the middle. The warranty specifically states that rips and tears are nqt covered. We informed her of this and offered her a 15%discount on a replacement. This offer still stands. I have attached a copy of the photo and a copy of the warranty for your convieience. Please let me know if you have further questions, or if you require additional information!Thank you!Judy [redacted] Customer Experience Supervisor Leisure Living [redacted]

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.This is completely incorrect. These people are not telling the truth. They did not send me a 24 pool liner. They sent me a liner bigger than 24 feet. Moreover, I ordered a pool liner from [redacted], which now, knowing that it is the same company, misrepresenting themselves as another company, I will be returning. They assume that I have a 21 foot pool because of a previous order. They are unaware that I install pool liners for people, hence the orders for different liners.Regards,[redacted]

This is in response to complaint ID #[redacted]. The complainant states that as of the complaint date she is still waiting for a replacement pump or a refund. The customer placed an order for an above ground pool pump. She called in June and stated that the pump was shooting sparks. It was...

troubleshoot by one of our custom sales people and it was determined that the customer used an extension cord which voids the warranty. However we offered to pick up the pump and test it which we did. The pool specialist who tested it found out that the cord was destroyed but that the motor works just fine. So he sent the pump back to the customer with a brand new cord and advised the customer not to install it using an extension cord and recommended that an electrician should be involved in the installation and set up. When advised of this the customer was satisfied and stated she would close the Revdex.com complaint. I have included notes from her account which documents the above information. Please let me know if you have further questions, or if you require additional information!Thank you!Judy B[redacted] Customer Experience Supervisor Leisure Living [redacted]

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.]Several things that Judy, who I did not speak to, wrote are false. There was never more than 1 phone call, my wife was never involved, I never wanted or agreed to a credit, and it appears that they added "unopened" to the policy attachment they sent you. Even though if you go to there site https://www.solarcovers.com/page/returns, you will see it clearly states that the reel just had to be clean and resalable which it was. For the life of me I don't  understand why they sell this product if they were not willing to stand behind it. Yes the reel was put together and I attempted to use it, but after rolling the cover on it once I realized it would not work or take the load of the cover. It actually bowed so bad it touched the ground and it was nearly impossible to pick up and move. All I'm asking for is a refund for the inferior product that they sold on their web site. The product was shipped back to them and received today, July 27, 2017. In case they attempt to change their policy to benefit their case, I've enclosed another copy of their policy.
Regards,
[redacted]

As stated in the original complaint. The complainant is not a customer of ours. They simply purchased a home and with it a pool from someone who was. We are under no obligation to assist this customer. That being said we did try to help. In early July we contacted the manufacture and explained the situation, they offered to send them a 20 mil liner at no charge as a courtesy. The complainant  turned down this offer. We have also offered to sell them a liner at a discounted price,this offer still stands. They can contact our custom sales department. They will be happy to try to assist this customer get a replacement pool liner at a discounted price. Our phone number is [redacted] Thank you,Judy [redacted]Customer Service SupervisorLeisure Living

Customer has opened complaint ID # [redacted]. Customer is disputing shipping and handling charges in regards to a replacement solar cover under warranty. The customer contacted our Customer Service Department on8/13/2015 in regards to a warranty claim, for a 14x28, rectangular, 12 mil, clear solar...

cover purchased 8/21/2011 (internal order number [redacted]- see attached). Our Customer Service Department requested photos of the damage to the solar cover to determine if the damage was covered under the manufacturer's warranty guidelines. On 8/18/2015 the customer provided photos of the solar cover and upon review it was determined that the customer would be eligible for a warranty replacement solar cover. The customer was advised to provide a sample for the manufacturer's warranty purposes, and was advised of all costs associated with the replacement solar cover ($64.68.)Under the solar cover warranty terms (please see attached) the purchaser shall pay a percentage of the manufacturer's list price at the time of replacement and shall also be responsible for any handling or shipment fees for replacement. As this customers 12 mil clear solar cover was purchased on 8/21/2011; the solar cover is currently within the 4th year of warranty coverage, therefore the customer is required to pay 50% of the solar covers current list price (please see attached listing- $84.99 x .50= $42.50.) The shipping fee ($12.23) is the cost to ship the solar cover which weighs approximately 20 lbs; from our warehouse in Tonawanda NY, to the customer in Henry IL. There is also a handling fee ($9.95) and additional charges may apply for oversized covers. The total costs for the replacement solar cover under warranty are $64.68. On 8/20/2015 the customer contacted our Customer Service Department regarding the costs associated with the replacement solar cover, and spoke to our Customer Service Manager. Our Customer Service Manager advised the customer we would gladly waive the $9.95 handling charge as a courtesy; however under the manufacturer's warranty guidelines the customer shall still pay a percentage of the manufacturer's list price at the time of replacement, and shall also be responsible for any handling or shipment fees for replacement. The customer was offered a discounted cost of$54.73 for a replacement solar cover under warranty. The customer declined this offer. If the customer is still interested in purchasing the replacement solar cover; he may contact us directly and we would be happy to assist him in completing the order for his replacement solar cover, for the discounted cost of $54.73. Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. [redacted] Customer Service Specialist

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