This is in response to complaint ID #[redacted]. The complainant is unhappy about the manufacturer’s warranty procedure. To obtain warranty coverage from the manufacturer the customer is required to send us a 12” x 12” piece of the cover which we then submit to the manufacturer for the warranty...
replacement. This is not a stall tactic as the customer stated but a mandatory requirement from the manufacturer. However since the customer is so unhappy we have decided to forgo the sample piece and standard warranty and offer a one time courtesy replacement for 50% off the current retail. I have placed notes in his account stating this so all he need do is call us to take advantage of the offer. 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 532 Main Street Tonawanda, NY 14150 ###-###-####
This is in response to complaint ID #[redacted]. The complainant is unhappy that her pool liner which she purchased 6/3/14 is not covered under the manufacturer’s warranty. The manufacturers warranty is very clear as to what is covered under warranty. They cover seam separation and manufacturer...
defect, her cover does not show signs of either. The damage to her liner is several tears this type of damage is consistent with ice damage which is considered an act of nature and not covered. I have attached one of the photos she sent us below. It clearly shows three tears. Seam separation is a separation of the two layers not a tear or rip in the liner. We have decided as a good faith gesture to offer her 25% off a replacement as a one time courtesy. The customer may call customer service at ###-###-#### should she decide to take advantage of our offer. Please let me know if you have further questions, or if you require additional information! Thank you![redacted]Customer Experience SupervisorLeisure Living532 Main StreetTonawanda, NY 14150###-###-####Photo provided by the customer:
This is in response to! complaint ID #[redacted] The complainant is unhappy that her liner is not covered under the manufacturers warranty. She states that she had a sonar test done and it showed the liner has 20 leaks along the seam line.This damage is usually caused by insect infestation and what...
reinforces this further is she had tO replace the liner the previous year as well. However because the manufacturer will not replace the liner we have decided as a onetime courtesy to issued a refund for the price she paid for the replacement last year. A refund for $191.04 has been issued and will be fully processed in the next couple of days. 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]
Customer has opened complaint ID # [redacted]. The customer is disputing our return policy regarding the items return condition. This charge was relating to a sales order that the customer placed over the web with our company (web order number [redacted]; internal order number [redacted] - see...
attached). The sales order was for QTY 1- [redacted] INGROUND AUTOMATIC POOL CLEANER. This order was placed on 2/12/2015 and was delivered on 2/17/2015 under FedEx tracking number [redacted] (see attached). The customer contacted our Customer Service Department on 3/4/2015 and stated they would like to return their unopened cleaner. The customer was advised per our terms of sale (see attached) that if the item was returned in resalable condition; they would receive a direct refund. The cleaner was not returned by the customer. The customer contacted our Customer Service Department again on 7/27/2015; and spoke to our Customer Service Manager. Our Customer Service Manager advised the customer per our terms of sale; we accept returns on most orders within 30 days of purchase, however if the item was returnedin resalable condition, we would be happy to issue an in store credit to be used towards another purchase. The customer returned the item to our warehouse, and upon inspection the item appeared to have been opened and used; as it was returned with sand in the cleaner, hose and box. Per our terms of sale, returned items must be unopened, clean and in resalable condition; otherwise they are non refundable. On 8/3/2015 our Customer Service Manager contacted the customer and advised that due to the item being returned in non resalable condition, that it was non refundable; and being returned back to them. The item was returned back to the customer on 8/6/2015 under [redacted] tracking number [redacted] (see attached). Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. C Customer Service Specialist Leisure Living
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the best I could do considering the vast number of similar complaints and resolutions concerning the same item. I still feel burned and the solar cover is complete junk. I feel this business is committing fraud against consumers and the Revdex.com should do something about it. At least give this business a poor rating. How many bad reviews does it take??? Regards, [redacted]
This is in response to complaint ID #[redacted]. The complainant states that thepool liner they just installed has a seam separation. The pool liner in questionwas purchased in April of this year by our customer [redacted]. (Sales orderattached). Apparently he sold his house and along with it his...
pool to thecomplainant. Mrs. [redacted] contacted us in June stating that the liner is leaking.Although this is not our customer we contacted the manufacturer as a courtesy.At that time the manufacturer was willing to send them a 20 mil liner at nocharge but the complainant said that was unacceptable. Even though we areunder no obligation to do so, we are trying to work with the complainant to get areplacement liner but so far they have turned down our offer and except for thiscomplaint we have not heard from them since 7/18/2017. I have attached thenotes from the purchasers account. Please let me know if you have furtherquestions, or if you require additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
This is in response to complaint ID #[redacted]. The complainant is unhappybecause he cannot return a liner that he opened and attempted to install. Ourreturn policy clearly states that opened and unfolded liners are not returnablebecause they are not resalable. In his statement he also states that he...
receiveda partial refund for the liner but that it not the case. We did issue a refund for$54.45 but this was because he ordered a new liner. We refunded 15% of thecost + $10.95 handling as a courtesy for placing two orders. I have attached acopy of the refund and the page of our return policy which clearly states the linercannot be returned. Please let me know if you have further questions, or if yourequire additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
[redacted]
[redacted]
Customer has reopened complaint ID # [redacted]. Customer is disputing shipping and handling charges in regards to a replacement solar cover under warranty. We apologize for the inconvenience the customer has experienced. We are actively working on making the warranty information fully available to the customer at the time of purchase, so they can make an informed decision. We would like to honor the customers request to waive the shipping costsassociated, and offer them a replacement solar cover under warranty for only the prorated cost of $42.50. The customer may contact me directly; and I would be happy to assist them in completing the order for their replacement solar cover under warranty, at the prorated rate of $42.50. 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
This is in response to complaint ID #[redacted]. The complainant states that they are unhappy with the quality of two solar covers they received and of the terms of the manufacturers warranty. They have requested either a refund or are placement of a different cover. Therefore as they have purchased 2...
clear 16 mil solar covers we have decided to send them an item number [redacted] which is an 16 mil ultimate blue one as a no charge courtesy (copy of the order is attached). This should resolve the customer's complaint. 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.
First, my cover is disintegrating. I have pieces floating in my pool and in my skimmer basket. I provided photos that illustrate this. It is quite unreasonable to suggest that "delamination" is covered under the warranty, but "disintegration" is not. Second, I have learned that this business offers a completely unethical warranty on this product. The following is directly cut and pasted from an email from this business regarding the warranty on this cover:Pro-ration Percentage 50.00%Pro-ration Cost $55.00Shipping Fee $32.26Handling Fee $10.95Heavy Fee $15.00Upgrade Fee $0.00Total Replacement Cost $113.21Yet, the price of this solar cover purchased brand new is: $109.99 (free shipping/handling).
I only learned this information after multiple emails with this business. This is completely unethical and misleading to the consumer. I absolutely do not accept the resolution offer by the business.
Regards,
[redacted]
This is in response to complaint ID [redacted]. The complainant is unhappy that his pool liners damage is not covered under the warranty. Actually we do not know if the damage is covered or not because he has not sent photos. On 9/9/16 the complainant called and spoke to one of our reps. He stated...
that there was a hole at the base of tiled sidewall of the pool. The rep he talked to told him that seam separation is covered but tears or rips are not. She suggested he send a photo for our techs to look at. But to date he has not done so. He is more than welcome to do so. If his liner has a defect that is covered under warranty we will be happy to replace it under the terms of the warranty. In his complaint he also states that the warranty card does not state that that only seam separation is covered. He is correct it does not but it does say that punctures in the liner are not covered. I have attached a copy of this warranty for your convenience.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.First off this is really not fair the business can take weeks to respond & I have 5 days. So with that said I am going to do my best on this cheap phone. my laptop is not with me . The company still not seeing my point in my complaints. When I shopped around to buy this linner I choose them because of their ad. which I will attach. And when you purchase something since when do you get to read fine print on the warranty until after you have received your product. I feel when a company list in their "beaded Linner Features: Extra heavyduty, 100%vinyl material PROTECTED AGAINST CHEMICALS AND UV FADING RESISTANCE IN THE INDUSTRY" PLEASE explain to me what I am missing , for I am so confused. PROTECTED? BUT NOT BY SELLER OR MANUFACTURER? When buying such a beautifully colored liner with 25 yr warranty . I expect the colors to last more than a year!! Then on down in the warranty section it reads "PLEASE NOTE NOTE THAT WARRANTIES ARE FOR PRODUCT REPLACEMENT ONLY BASED ON DEFECTIVE WORKMANSHIP OR MATERIALS. NO REFUND WILL BE GIVEN. YOU MAY BE RESPONSIBLE FOR ALL SHIPPING COST.-25 GAUGE LINERS (25GA) ARE BACKED BY A 25 YEAR MANUFACTURES WARRANTY.Then o down in ad listing it reads:Refunds/Exchanges: A processing fee of 20% will apply to the value of all Marchand is returned for refund. PROESSING FEES MAY BE WAIVED ON EXCHANGES ,ASK OUR SERVICE DEPARTMENT ABOUT THIS WHEN PROCESSING YOUR EXCHANGE. No refunds only exchanges then add 20% to refund.. waive the processing fee for exchange. Again I am confused. Never once is anything mention about a prorated amount on a linner their now saying only covered onits seems. To some folks $100+$ is not alot of money . But to a grandmother who sits in the blazing son 9am/730 pm selling cheap quality produce to make a dollar & make sure other homes eat well. This $100+$ is a major amount. Now not aware of the issues dealing with this case. I started draining pool before I contacted anyone. Not aware of the linner shrinking. So along with all the other expenses I have already had to bare because of false advertising, misleading advertising, how ever you wanna label this case. .. I now have even bigger issues. My grand babies kept on & on wanting couple feet of water. So I did just that couple feet. Now 3 sections of my metal walls are bent rolling in . I just do not understand how or why I should have to be the one to be responsible for all these expenses. What have I did wrong . I trusted a online company to stand behind its product. As for the manufacturer offering as courtesy to cover with the prorated amount. How about the seller to cover the prorated amount that they listed may be wavied Since my exchange has nothing to do with my wrong. This company needs to do as listed "PROTECT". I first addressed this matter in May now it is July. My summer is about over by the time This case is settled & I do somehow get the linner I Rightfully should receive it's gonna be Aug. I have sent friends to [redacted] & I KNOW 2 of the people I referred spent over $400. I deeply feel the right thing to do here is do right by the ad/listing & satisfied customers. I Thank you in advance in hopes to having a positive closing in this case.I wish I could use the options available like high lighting & bold. But since the russ to respond is laid in my lap. I pray the time is taken to read with open eyes with no need for all the extras to grab attention.
Regards,
[redacted]
This is in response to complaint ID #[redacted]. The complainant is unhappy that she cannot return a pool slide cover because it is over our 30 day return policy.The purchase date was 11/24/15 and she called us on 1/26/16 requesting areturn authorization. This is a full two months after the purchase...
date. Therefore she was told it could not be returned. However we are willing to make an exception, provided the cover is unused, unfolded and in it original packaging. Itmust be in resalable condition. Once she sends it back and is returned to stock are fund less our normal 20% restocking fee will be processed. I have issued a RMA (return authorization) for the return. The number is [redacted]. This number should be marked on the package when she sends it back. I have included acopy of our return policy for your convenience. 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]
This is in response to complaint # [redacted]. The complainant is unhappy with the quality of solar panels he purchased from us on 5/19/2015. He contacted us on 6/10/2015 and sent photo which showed a leaking panel. We sent out a no charge replacement the same day. This complaint is the only contact...
we show since. However, since it is clear that he has experienced issues with the panels right from the start, we have issued the $66.67 refund he requested. It will be processed from our end and he should see it on his credit card within the next few days. I have included a copy for your convience. Please let me know if you have further questions, or if you require additional information.Thank You,Judy [redacted]Customer Experience Supervisor
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]
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.The original cover was purchased in fall 2013 and was broken in pieces in the 2nd summer. When I called the company about the problem, the sales rep recommended a different brand to me which was "Clear Diamond", it
costs $60 more than the original one so I paid the difference plus shipping for the replacement cover and thought that would last for years as the rep told me. However, the replacement that I received was supposed be much better quality, yet the plastic bubbles have been
falling off the cover during the first 3 months of use, layers and layers of them float on the water when every time I uncover the pool and I had to spend at least 20 minutes trying to get them out with a net, I swim everyday in summer and am really tired of dealing with those plastic bubbles. We use solar cover only in summer which is about 4 months a year and the replacement cover is unusable after 3 months of use, it is a lot worse than
the original one I got. It is a
common sense that if the replacement product that consumer paid extra
to upgrade to turns out worse than the original one, and
when the consumer comes to you for a justice, you don't just throw your
warranty policies at their faces and tell them that they're basically
screwed and just deal with the 3-month of product lifetime on their own simply because it's a "replacement". In
my case, this cover did not even work property for 3 months, the
bubbles started falling off after few days since we started
using it in June this year and it has reached a point that I cannot deal with it any more. I uploaded a short video on YouTube that clearly shows the bubbles on the cover became crispy within 3 months and can be easily wiped off the cover by hand, [redacted]Our pool cleaning guy who comes once a week told me that not to
use this cover any more after he spent an entire 40 minutes to clean
most of the bubbles out of the pool few days ago. There were still some in the water
and he said that he would get it done next week as he had other pools need to work on before sunset. He said that the bubbles affected the water quality and
if I keep using this cover, they would have to cancel our contract with
them. I attached a photo of the current condition of the replacement cover as of 9/20/16,
the condition seems worse everyday, it had been rolled up for few days since the pool guy told me to stop using it. We unrolled it today because we were replacing a part on the solar cover reel, I surprisingly found some big long rips in the pool that were not there few days ago, I wasn't in a shock or anything because I was aware of the bubbles becoming crispy, I was more disappointed and frustrated than surprised. The company should have reported this issue to the manufacturer for an explanation by now, but they didn't, they were more interested in repeating their warranty terms to the world and figuring out a "deal" that looks like a favor the consumer but actually is just a math game to cover their own cost. This company has some tricky and careless reps. I trusted them and went by their recommendation when choosing the replacement after last summer, I
paid an extra $60 to upgrade to a worse product plus 100% of shipping, I will accept a different brand of new cover at no cost to me and I agree to provide the company with a pre paid shipping label and cover the postage 100% (again). This cover is $20 cheaper than the replacement cover that I have now and is what I will accept: [redacted]I do not care for a new warranty with the 2nd replacement, their warranty policy is NOT used to stand behind products but to look after their wallet. After sending a defective replacement at consumer's shipping cost, they get you by the original date of purchase and their "pro-ration rate", they make sure that the rate is more than enough to cover their cost and that the consumer pays for shipping every time, so what to lose?!. That is not how a reputable company stands behind their product especially after the product breaks down in a year or so and the replacement breaks in 3 months. The price that they quoted me for the 2nd replacement after their pro-ration rate and "discounts" was only $7 cheaper than buying a new cover with full warranty, that was an insult to me and it angers me. I will send the company a 12"x12" sample of the defective cover as soon as I hear back from them.Regards,
[redacted]
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]
This is in response to complaint ID # [redacted]. The complainant states the pool liner he purchased is too small. I checked his information and found that he filed a [redacted] dispute and has already been issued a refund for the liner. Therefore, he is all set. I have included a copy of the [redacted]...
refund for your convenience. Please let me know if you have any further questions, or if you require additional information.Thank You,Judy [redacted]Customer Experience Supervisor
Customer has opened complaint ID # [redacted]. Customer is stating that a charge with ourcompany was unauthorized. This charge was relating to a sales order that the customer placedover the web with our company (internal order number [redacted]- see attached). The salesorder was for a 1800gph pool...
cover pump by Rule.This order was placed on 3/11/2014 and was delivered on 3/15/2014 under FedEx trackingnumber [redacted] (see attached).The billing address for this order was verified as a valid by the attached AVS (Address VerificationServices) for billing street address and billing zip code match the cardholders address.This order has the same billing and shipping address so by the above conditions this was a validtransaction.There was a glitch in the billing process for this order and the credit card was authorized butnever settled upon until recently. Please check the customer's records and you will be able toconfirm that the customer was only charged once.We apologize to the inconvenience to the customer, but this order has now been fully billed.The customer has already filed a chargeback for this claim; and the resolution was in our favor,and closed.Please let me know if you have further questions or concerns or if you need any additionalinformation.Thank you,Tricia L. C[redacted]Customer Service SpecialistLeisure Living
This is in response tp complaint ID #[redacted]. The complainant is unhappy with the manufacturer's warranty costs for his solar cover replacement. He purchased the solar cover 3 years ago and based on this he is in the prorated portion of his warranty. He is required to pay 60% proration; current...
retail$69.99 x 60% = $41.99 and $22.30 for shipping bring his total to $64.29. We cannot waive the manufacturers' proration but because the complainant is so unhappy we will cover the shipping cost as a courtesy. Therefore all he needs to do is submit a 12" x 12" piece of the cover and we will send him a replacement for $41.99. I have includuded a copy of the manufactures warranty for your convenience. Please jet me know if you have further questions, or if you requirea dditional information!
This is in response to complaint ID #[redacted]. The complainant is unhappy about the manufacturer’s warranty procedure. To obtain warranty coverage from the manufacturer the customer is required to send us a 12” x 12” piece of the cover which we then submit to the manufacturer for the warranty...
replacement. This is not a stall tactic as the customer stated but a mandatory requirement from the manufacturer. However since the customer is so unhappy we have decided to forgo the sample piece and standard warranty and offer a one time courtesy replacement for 50% off the current retail. I have placed notes in his account stating this so all he need do is call us to take advantage of the offer. 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 532 Main Street Tonawanda, NY 14150 ###-###-####
This is in response to complaint ID #[redacted]. The complainant is unhappy that her pool liner which she purchased 6/3/14 is not covered under the manufacturer’s warranty. The manufacturers warranty is very clear as to what is covered under warranty. They cover seam separation and manufacturer...
defect, her cover does not show signs of either. The damage to her liner is several tears this type of damage is consistent with ice damage which is considered an act of nature and not covered. I have attached one of the photos she sent us below. It clearly shows three tears. Seam separation is a separation of the two layers not a tear or rip in the liner. We have decided as a good faith gesture to offer her 25% off a replacement as a one time courtesy. The customer may call customer service at ###-###-#### should she decide to take advantage of our offer. Please let me know if you have further questions, or if you require additional information! Thank you![redacted]Customer Experience SupervisorLeisure Living532 Main StreetTonawanda, NY 14150###-###-####Photo provided by the customer:
This is in response to! complaint ID #[redacted] The complainant is unhappy that her liner is not covered under the manufacturers warranty. She states that she had a sonar test done and it showed the liner has 20 leaks along the seam line.This damage is usually caused by insect infestation and what...
reinforces this further is she had tO replace the liner the previous year as well. However because the manufacturer will not replace the liner we have decided as a onetime courtesy to issued a refund for the price she paid for the replacement last year. A refund for $191.04 has been issued and will be fully processed in the next couple of days. 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]
Customer has opened complaint ID # [redacted]. The customer is disputing our return policy regarding the items return condition. This charge was relating to a sales order that the customer placed over the web with our company (web order number [redacted]; internal order number [redacted] - see...
attached). The sales order was for QTY 1- [redacted] INGROUND AUTOMATIC POOL CLEANER. This order was placed on 2/12/2015 and was delivered on 2/17/2015 under FedEx tracking number [redacted] (see attached). The customer contacted our Customer Service Department on 3/4/2015 and stated they would like to return their unopened cleaner. The customer was advised per our terms of sale (see attached) that if the item was returned in resalable condition; they would receive a direct refund. The cleaner was not returned by the customer. The customer contacted our Customer Service Department again on 7/27/2015; and spoke to our Customer Service Manager. Our Customer Service Manager advised the customer per our terms of sale; we accept returns on most orders within 30 days of purchase, however if the item was returnedin resalable condition, we would be happy to issue an in store credit to be used towards another purchase. The customer returned the item to our warehouse, and upon inspection the item appeared to have been opened and used; as it was returned with sand in the cleaner, hose and box. Per our terms of sale, returned items must be unopened, clean and in resalable condition; otherwise they are non refundable. On 8/3/2015 our Customer Service Manager contacted the customer and advised that due to the item being returned in non resalable condition, that it was non refundable; and being returned back to them. The item was returned back to the customer on 8/6/2015 under [redacted] tracking number [redacted] (see attached). Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. C Customer Service Specialist Leisure Living
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the best I could do considering the vast number of similar complaints and resolutions concerning the same item. I still feel burned and the solar cover is complete junk. I feel this business is committing fraud against consumers and the Revdex.com should do something about it. At least give this business a poor rating. How many bad reviews does it take??? Regards, [redacted]
This is in response to complaint ID #[redacted]. The complainant states that thepool liner they just installed has a seam separation. The pool liner in questionwas purchased in April of this year by our customer [redacted]. (Sales orderattached). Apparently he sold his house and along with it his...
pool to thecomplainant. Mrs. [redacted] contacted us in June stating that the liner is leaking.Although this is not our customer we contacted the manufacturer as a courtesy.At that time the manufacturer was willing to send them a 20 mil liner at nocharge but the complainant said that was unacceptable. Even though we areunder no obligation to do so, we are trying to work with the complainant to get areplacement liner but so far they have turned down our offer and except for thiscomplaint we have not heard from them since 7/18/2017. I have attached thenotes from the purchasers account. Please let me know if you have furtherquestions, or if you require additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
This is in response to complaint ID #[redacted]. The complainant is unhappybecause he cannot return a liner that he opened and attempted to install. Ourreturn policy clearly states that opened and unfolded liners are not returnablebecause they are not resalable. In his statement he also states that he...
receiveda partial refund for the liner but that it not the case. We did issue a refund for$54.45 but this was because he ordered a new liner. We refunded 15% of thecost + $10.95 handling as a courtesy for placing two orders. I have attached acopy of the refund and the page of our return policy which clearly states the linercannot be returned. Please let me know if you have further questions, or if yourequire additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
[redacted]
[redacted]
Customer has reopened complaint ID # [redacted]. Customer is disputing shipping and handling charges in regards to a replacement solar cover under warranty. We apologize for the inconvenience the customer has experienced. We are actively working on making the warranty information fully available to the customer at the time of purchase, so they can make an informed decision. We would like to honor the customers request to waive the shipping costsassociated, and offer them a replacement solar cover under warranty for only the prorated cost of $42.50. The customer may contact me directly; and I would be happy to assist them in completing the order for their replacement solar cover under warranty, at the prorated rate of $42.50. 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
This is in response to complaint ID #[redacted]. The complainant states that they are unhappy with the quality of two solar covers they received and of the terms of the manufacturers warranty. They have requested either a refund or are placement of a different cover. Therefore as they have purchased 2...
clear 16 mil solar covers we have decided to send them an item number [redacted] which is an 16 mil ultimate blue one as a no charge courtesy (copy of the order is attached). This should resolve the customer's complaint. 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.
First, my cover is disintegrating. I have pieces floating in my pool and in my skimmer basket. I provided photos that illustrate this. It is quite unreasonable to suggest that "delamination" is covered under the warranty, but "disintegration" is not. Second, I have learned that this business offers a completely unethical warranty on this product. The following is directly cut and pasted from an email from this business regarding the warranty on this cover:Pro-ration Percentage 50.00%Pro-ration Cost $55.00Shipping Fee $32.26Handling Fee $10.95Heavy Fee $15.00Upgrade Fee $0.00Total Replacement Cost $113.21Yet, the price of this solar cover purchased brand new is: $109.99 (free shipping/handling).
I only learned this information after multiple emails with this business. This is completely unethical and misleading to the consumer. I absolutely do not accept the resolution offer by the business.
Regards,
[redacted]
This is in response to complaint ID [redacted]. The complainant is unhappy that his pool liners damage is not covered under the warranty. Actually we do not know if the damage is covered or not because he has not sent photos. On 9/9/16 the complainant called and spoke to one of our reps. He stated...
that there was a hole at the base of tiled sidewall of the pool. The rep he talked to told him that seam separation is covered but tears or rips are not. She suggested he send a photo for our techs to look at. But to date he has not done so. He is more than welcome to do so. If his liner has a defect that is covered under warranty we will be happy to replace it under the terms of the warranty. In his complaint he also states that the warranty card does not state that that only seam separation is covered. He is correct it does not but it does say that punctures in the liner are not covered. I have attached a copy of this warranty for your convenience.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.First off this is really not fair the business can take weeks to respond & I have 5 days. So with that said I am going to do my best on this cheap phone. my laptop is not with me . The company still not seeing my point in my complaints. When I shopped around to buy this linner I choose them because of their ad. which I will attach. And when you purchase something since when do you get to read fine print on the warranty until after you have received your product. I feel when a company list in their "beaded Linner Features: Extra heavyduty, 100%vinyl material PROTECTED AGAINST CHEMICALS AND UV FADING RESISTANCE IN THE INDUSTRY" PLEASE explain to me what I am missing , for I am so confused. PROTECTED? BUT NOT BY SELLER OR MANUFACTURER? When buying such a beautifully colored liner with 25 yr warranty . I expect the colors to last more than a year!! Then on down in the warranty section it reads "PLEASE NOTE NOTE THAT WARRANTIES ARE FOR PRODUCT REPLACEMENT ONLY BASED ON DEFECTIVE WORKMANSHIP OR MATERIALS. NO REFUND WILL BE GIVEN. YOU MAY BE RESPONSIBLE FOR ALL SHIPPING COST.-25 GAUGE LINERS (25GA) ARE BACKED BY A 25 YEAR MANUFACTURES WARRANTY.Then o down in ad listing it reads:Refunds/Exchanges: A processing fee of 20% will apply to the value of all Marchand is returned for refund. PROESSING FEES MAY BE WAIVED ON EXCHANGES ,ASK OUR SERVICE DEPARTMENT ABOUT THIS WHEN PROCESSING YOUR EXCHANGE. No refunds only exchanges then add 20% to refund.. waive the processing fee for exchange. Again I am confused. Never once is anything mention about a prorated amount on a linner their now saying only covered onits seems. To some folks $100+$ is not alot of money . But to a grandmother who sits in the blazing son 9am/730 pm selling cheap quality produce to make a dollar & make sure other homes eat well. This $100+$ is a major amount. Now not aware of the issues dealing with this case. I started draining pool before I contacted anyone. Not aware of the linner shrinking. So along with all the other expenses I have already had to bare because of false advertising, misleading advertising, how ever you wanna label this case. .. I now have even bigger issues. My grand babies kept on & on wanting couple feet of water. So I did just that couple feet. Now 3 sections of my metal walls are bent rolling in . I just do not understand how or why I should have to be the one to be responsible for all these expenses. What have I did wrong . I trusted a online company to stand behind its product. As for the manufacturer offering as courtesy to cover with the prorated amount. How about the seller to cover the prorated amount that they listed may be wavied Since my exchange has nothing to do with my wrong. This company needs to do as listed "PROTECT". I first addressed this matter in May now it is July. My summer is about over by the time This case is settled & I do somehow get the linner I Rightfully should receive it's gonna be Aug. I have sent friends to [redacted] & I KNOW 2 of the people I referred spent over $400. I deeply feel the right thing to do here is do right by the ad/listing & satisfied customers. I Thank you in advance in hopes to having a positive closing in this case.I wish I could use the options available like high lighting & bold. But since the russ to respond is laid in my lap. I pray the time is taken to read with open eyes with no need for all the extras to grab attention.
Regards,
[redacted]
This is in response to complaint ID #[redacted]. The complainant is unhappy that she cannot return a pool slide cover because it is over our 30 day return policy.The purchase date was 11/24/15 and she called us on 1/26/16 requesting areturn authorization. This is a full two months after the purchase...
date. Therefore she was told it could not be returned. However we are willing to make an exception, provided the cover is unused, unfolded and in it original packaging. Itmust be in resalable condition. Once she sends it back and is returned to stock are fund less our normal 20% restocking fee will be processed. I have issued a RMA (return authorization) for the return. The number is [redacted]. This number should be marked on the package when she sends it back. I have included acopy of our return policy for your convenience. 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]
This is in response to complaint # [redacted]. The complainant is unhappy with the quality of solar panels he purchased from us on 5/19/2015. He contacted us on 6/10/2015 and sent photo which showed a leaking panel. We sent out a no charge replacement the same day. This complaint is the only contact...
we show since. However, since it is clear that he has experienced issues with the panels right from the start, we have issued the $66.67 refund he requested. It will be processed from our end and he should see it on his credit card within the next few days. I have included a copy for your convience. Please let me know if you have further questions, or if you require additional information.Thank You,Judy [redacted]Customer Experience Supervisor
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]
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.The original cover was purchased in fall 2013 and was broken in pieces in the 2nd summer. When I called the company about the problem, the sales rep recommended a different brand to me which was "Clear Diamond", it
costs $60 more than the original one so I paid the difference plus shipping for the replacement cover and thought that would last for years as the rep told me. However, the replacement that I received was supposed be much better quality, yet the plastic bubbles have been
falling off the cover during the first 3 months of use, layers and layers of them float on the water when every time I uncover the pool and I had to spend at least 20 minutes trying to get them out with a net, I swim everyday in summer and am really tired of dealing with those plastic bubbles. We use solar cover only in summer which is about 4 months a year and the replacement cover is unusable after 3 months of use, it is a lot worse than
the original one I got. It is a
common sense that if the replacement product that consumer paid extra
to upgrade to turns out worse than the original one, and
when the consumer comes to you for a justice, you don't just throw your
warranty policies at their faces and tell them that they're basically
screwed and just deal with the 3-month of product lifetime on their own simply because it's a "replacement". In
my case, this cover did not even work property for 3 months, the
bubbles started falling off after few days since we started
using it in June this year and it has reached a point that I cannot deal with it any more. I uploaded a short video on YouTube that clearly shows the bubbles on the cover became crispy within 3 months and can be easily wiped off the cover by hand, [redacted]Our pool cleaning guy who comes once a week told me that not to
use this cover any more after he spent an entire 40 minutes to clean
most of the bubbles out of the pool few days ago. There were still some in the water
and he said that he would get it done next week as he had other pools need to work on before sunset. He said that the bubbles affected the water quality and
if I keep using this cover, they would have to cancel our contract with
them. I attached a photo of the current condition of the replacement cover as of 9/20/16,
the condition seems worse everyday, it had been rolled up for few days since the pool guy told me to stop using it. We unrolled it today because we were replacing a part on the solar cover reel, I surprisingly found some big long rips in the pool that were not there few days ago, I wasn't in a shock or anything because I was aware of the bubbles becoming crispy, I was more disappointed and frustrated than surprised. The company should have reported this issue to the manufacturer for an explanation by now, but they didn't, they were more interested in repeating their warranty terms to the world and figuring out a "deal" that looks like a favor the consumer but actually is just a math game to cover their own cost. This company has some tricky and careless reps. I trusted them and went by their recommendation when choosing the replacement after last summer, I
paid an extra $60 to upgrade to a worse product plus 100% of shipping, I will accept a different brand of new cover at no cost to me and I agree to provide the company with a pre paid shipping label and cover the postage 100% (again). This cover is $20 cheaper than the replacement cover that I have now and is what I will accept: [redacted]I do not care for a new warranty with the 2nd replacement, their warranty policy is NOT used to stand behind products but to look after their wallet. After sending a defective replacement at consumer's shipping cost, they get you by the original date of purchase and their "pro-ration rate", they make sure that the rate is more than enough to cover their cost and that the consumer pays for shipping every time, so what to lose?!. That is not how a reputable company stands behind their product especially after the product breaks down in a year or so and the replacement breaks in 3 months. The price that they quoted me for the 2nd replacement after their pro-ration rate and "discounts" was only $7 cheaper than buying a new cover with full warranty, that was an insult to me and it angers me. I will send the company a 12"x12" sample of the defective cover as soon as I hear back from them.Regards,
[redacted]
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]
This is in response to complaint ID # [redacted]. The complainant states the pool liner he purchased is too small. I checked his information and found that he filed a [redacted] dispute and has already been issued a refund for the liner. Therefore, he is all set. I have included a copy of the [redacted]...
refund for your convenience. Please let me know if you have any further questions, or if you require additional information.Thank You,Judy [redacted]Customer Experience Supervisor
Customer has opened complaint ID # [redacted]. Customer is stating that a charge with ourcompany was unauthorized. This charge was relating to a sales order that the customer placedover the web with our company (internal order number [redacted]- see attached). The salesorder was for a 1800gph pool...
cover pump by Rule.This order was placed on 3/11/2014 and was delivered on 3/15/2014 under FedEx trackingnumber [redacted] (see attached).The billing address for this order was verified as a valid by the attached AVS (Address VerificationServices) for billing street address and billing zip code match the cardholders address.This order has the same billing and shipping address so by the above conditions this was a validtransaction.There was a glitch in the billing process for this order and the credit card was authorized butnever settled upon until recently. Please check the customer's records and you will be able toconfirm that the customer was only charged once.We apologize to the inconvenience to the customer, but this order has now been fully billed.The customer has already filed a chargeback for this claim; and the resolution was in our favor,and closed.Please let me know if you have further questions or concerns or if you need any additionalinformation.Thank you,Tricia L. C[redacted]Customer Service SpecialistLeisure Living
This is in response tp complaint ID #[redacted]. The complainant is unhappy with the manufacturer's warranty costs for his solar cover replacement. He purchased the solar cover 3 years ago and based on this he is in the prorated portion of his warranty. He is required to pay 60% proration; current...
retail$69.99 x 60% = $41.99 and $22.30 for shipping bring his total to $64.29. We cannot waive the manufacturers' proration but because the complainant is so unhappy we will cover the shipping cost as a courtesy. Therefore all he needs to do is submit a 12" x 12" piece of the cover and we will send him a replacement for $41.99. I have includuded a copy of the manufactures warranty for your convenience. Please jet me know if you have further questions, or if you requirea dditional information!