This is in response to complaint ID #[redacted]. The complaint is unhappy that they cannot return their incorrectly ordered, [redacted] pool liner for a refund. On 6/11/15 the customer called and placed an order with one of our sales reps. He gave her the item number for a [redacted] pool liner and a...
gasket to install the liner. Prior to calling, his wife went online and typed in the keywords [redacted] pool liner. This caused every pool liner we sell to pull up because of the key words “pool” and “liner”. So based on this his wife thought all of these liners would work for their pool and randomly chose one of them. She gave this item number to her husband and he called us to place his order. The order was placed and it shipped the same day. On 6/19/15 the customer called and wanted to return the liner because the installer they hired told them that the liner would not work because they own a [redacted] pool. This type of pool requires a [redacted] liner which we do not carry. He was told he could not return the liner because as is stated in our terms of sale it was opened and installation had been attempted. Normally we would have offered a discount off a replacement liner, but as stated earlier we do not sell the type he needs. I have included a copy of the terms of sale for your convenience. 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 ###-###-####
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. How do I get the RMA number, etc.?Also, I have changed jobs and the email address under which this complaint was filed no longer is active. Please use this address:[redacted]
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.Regards,[redacted] I completely disagree with the business's handling of this situation. I wish I didn't have to return the pool reel, but I (nor a professional pool person, in addition to another professional handyman) could not install the piece of equipment after having been told by the company that it was "easy to install". So, this is 100% unfair to charge me a restocking fee after the company reassured me that it would be no problem to install. I would like a refund of the stocking fee because they did not honor the fact that the equipment was unable to be installed (out of my control, not what they claimed about it being easy to install -was definitely not).
Kind regards,
[redacted]
This is in response to complaint ID #[redacted]. The complainant states he received the wrong size pool liner and would like a refund. But as you will see below, he clearly ordered the wrong size. And since it was open and he tried to install it he cannot return it for a refund.The following is the...
sequence of events. On 5/27/2016 he placed an online order for a 24 round pool liner on our website [redacted]. It was delivered on 6/2/2016. On 6/6/2016 he called our customer service department and talked to one of our reps. He told her that he tried to install the pool liner but it was too big for his pool. Our rep asked him to send photo's showing measurements of his pool and of his liner but he refused stating that it was too much work to do so.He went on to say that he was just going to dispute the credit card charge and hung up. In the course of the investigation the rep noticed that he had ordered a 21 round pool cover from us In the past and noted this in his account. We did not hear anything else from him until we received this complaint. While looking into to this complaint I found another order from the same customer. On 6/12/2016 he placed another order. However this time he placed an order on our [redacted] site. The order is for a 21 round pool liner. It is due to be delivered to him today! He probably does not realize we are the same company. Therefore since this information clearly shows he ordered the wrong size liner we will not be issuing a refund as he requested. I have included copies of the purchase of both liners and the cover he purchased in 2010 and the notes from his account.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]
This is in response to complaint ID #[redacted]. The complainant states that she is upset because her pool had not arrived at the time of her complaint. Here is the sequence of events. On 6/5/17 she called and placed an order for a pool and assorted items pertaining to the pool. The order was placed...
and she was advised that while the assorted items would ship from our warehouses and arrive in a few days the pool itself would ship from the manufacturer in approximately 2 weeks. She called us on 6/16/17 very upset because she had installers at her house but the pool had not yet been delivered. We contacted the manufacturer and found they were right on schedule. The pool was due to ship on 6/19/17,which was exactly 2 weeks from the order date. It shipped on the 19th and was delivered to her on 6/23/17. We are very sorry the customer is so upset but we cannot be sure why she had scheduled installers before the pool was due. She states in her complaint dated 6/19/17 that she wants her pool and that has occurred. However because she is so upset we have issued a $100.00 in store credit which she can use o n any future purchase. 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]
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 seam. However 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 handling. We 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 courtesy. The only charges the customer will be responsible to pay is $28.09 for shipping of the replacement cover; as outlined by the manufacturer's warranty guidelines. The customer may contact me directly; and I would be happy to assist them in completing the order for their warranty replacement winter cover. This issue should be fully resolved. Please let me know if you have further questions or concerns; or if you need any additional information. Thank you, [redacted] Customer Service Specialist Leisure Living
This is in response to complaint ID #[redacted]. The complainant is upset because one of his reel tubes was damaged and at the time of his complaint still not replaced. On 5/1/17 the customer contacted us about the damaged reel pole.After several e-mails back and forth it was determined which of his...
poles was damaged. At that point a replacement order was placed but it had to be ordered in from an offsite warehouse which caused a delay. However it did ship on 5/10/17 and was delivered on 5/12/17. We are very sorry for the delay and that the customer is not happy! Therefore we have issued $40.00 in store credit which he can use on any future called in purchase. 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]. Customer is stating the solar reel is not performing as advertised. We apologize for the inconvenience the customer has experienced with this order. We are honoring the customers request and refunding them in full for the item; and it will not be...
necessary for the customer to return the item to us. Due to the custom shape of the customer's pool, modifications will need to be made for most solar reels to be used in conjunction with their pool. They may contact us directly if they would like further technical assistance. The RMA [redacted]- see attached) reflects the item cost of $279.99, minus $4.61 (portion of the original $10.00 discount on entire order), in addition to $24.10 NY State sales tax, for a total refund amount of $299.48. This refund will be processed first thing tomorrow; and then will take approximately 2-3 business days to reflect on the customer's account. Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. [redacted]Leisure Living
Customer has opened complaint ID # [redacted]. This complaint is relating to a sales order that the customer placed over the web with our company on 2/18/2016 (web order number [redacted]; internal order number [redacted] -see attached). This order was for qty 1 -1 [redacted] Pool Pump W/3 Ft Twist...
Lock Plug.The customer contacted our Customer Service Department on 3/10/2016, and advised that she ordered the incorrect pump. The customer was advised per our Terms of Sale (please see attached) that the pump must be unopened, clean and in resalable condition. The customer was also advised that a 20% restocking fee will be charged for returns; original shipping and handling costs will not be refunded, and the customer is responsible for all return shipping costs.When the pump returned to our warehouse on 4/1/2016; upon inspection it was determined that the pump was unfortunately not in resalable condition, as it had been opened and used ·by the customer.As the pump was unfortunately not unopened, clean and in resalable condition; we were unable to return the pump to stock and refund the customer. The pump returned to the customer under FedEx tracking number [redacted]; and was delivered to the customer on 4/6/2016 (please see attached).We would be happy to assist the customer in determining which pump would be compatible with their pool; the customer can contact us at [redacted] and request to speak with our Custom Sales Department. we would be happy to offer the customer a 15% discount, and free shipping and handling on the purchase of a new pump ..We apologize for the inconvenience the customer has experienced. Please let me know if you have further questions or concerns or if you need any additional information.Thank you,Tricia [redacted]Customer Service Specialist Leisure Living [redacted]
This is in response to complaint ID #[redacted]. The complainant states that the pool he ordered is missing parts, and said the wall was damaged as well, this was several weeks after the pool was delivered and signed for free and dear.When the customer signed the delivery receipt he did not note any...
damage and did not state that any parts were missing (a copy is enclosed).The delivery occurred on 6/09/17. We first heard back from the customer towards the end of June. He called several times stating once that he thought the wall was too short and then later stating it was damaged. We have since sent the missing parts but feel the damage to the walls is something the customer or his installers did after it was delivered. We will work with the customer to get a replacement wall if needed by offering a discounted rate for the wall. 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 ID #[redacted]. The complainant is unhappy thatthe damage to his solar cover is not covered under the manufacturers warranty.The customer purchased the cover on 1/11/16. On 10/31/17 he called to reportdamage to his cover. He was asked to send photo's which he did. The...
photoswere examined, they showed tears in the cover but no seam separation ordelamination, which are the two issues covered under the manufacturer'swarranty. At this point he was informed that tears are not covered. We offeredhim a 15% off a replacement as a courtesy. Because he is so upset I can extendthat offer to 30%. If he chooses to take us up on that offer he can call to placean order. He just needs to tell the sales rep to check the notes in his account. Ihave attached a copy of his order, the manufacturers warranty and the photosfor you convenience. Please let me know if you have further questions, or if yourequire additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
This is in response to Complaint ID # [redacted]; the customer contacted us and spoke to our Customer Service Manager regarding a swimming pool liner warranty claim. Upon review of the manufacturer's warranty information (see attached); it is stated that the manufacturer's warranty warrants the liner...
to be free of manufacturer defects; specifically the separation of a welded seam. This pertains to both the seam from pool wall to pool floor; as well as to the wall seam. However it is also stated that the manufacturer's warranty unfortunately does not warrant against damage, tears or punctures due to improper handling; or wearing due to exposure of the elements or chemicals.Please see attached photo of the damage to the customer's liner. It does not illustrate a seam separation; it appears to illustrate a tear in the liner - which is unfortunately an exclusion of the manufacturer's warranty. We apologize for all the issues the customer has had with the liner; and our Customer Service Manager offered the customer a 20% discount towards the purchase of a new liner, as the damage to the customer's liner was not covered under warranty.The customer may contact me directly; and I would be happy to assist them in completing the order for their new liner with the 20% discount. Please let me know if you have further questions or concerns; or if you need anyadditional information. Thank you, [redacted] L. [redacted] Customer Service Specialist716-773-7500- ext 281
This is in response to complaint ID #[redacted]. The complainant is unhappy with the terms of the manufacturers warranty on his solar cover and is unhappy with the cost for replacing it. He purchased it on 6/5/14 and contacted us on 7/19/17 which puts him in to the forth year of the warranty. He sent...
us photos and it was determined to be covered. Based on his purchase date his proration is 45%.Therefore his cost for replacement is $65.25 + $70.48 (shipping 44.53 + heavy fee 15.00 + 10.95 handling) = $135.73 for replacement. As he is so unhappy with the manufacturers warranty costs we will waive the proration, heavy fee and handling so his new total will be $44.53. He can call and we will replace it at the adjusted price. I have enclosed a copy of the manufacturers 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]
[redacted]
[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.]Regards,[redacted]
The company stated that the pump was plugged into an extension cord and that was not correct. The pump was first plugged into the ac outlet and it shot sparks which meant that the cord/plug was grounded wrong. My husband then checked it withe extension cord and it still shot sparks which confirmed that the pumps cord was ground wrong. The pump was new and should have been taken back with no problem. I should not have had to file a complaint with the Revdex.com. The pump was shipped back to me but my husband has not had time to check it out. Upon checking the pump, if it is found to work properly, I will then close this case.
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]I want to thank you for your help in resolving this matter. Without your intervention I had no chance of receiving what I was honestly due. Thanks again for your handling this matter in a professional and timely manner.
This is in response to complaint ID #[redacted]. The complaint states that the customer is looking for a replacement valve for her sand filter which she feels should be covered under warranty. I checked her account, she called last night and talk to one of our sales reps and he placed a no...
charge order for the valve. Therefore she is all set. The valve will ship later today and she should receive it in just a couple of days. The USPS tracking number is [redacted]. I have attached a copy of the no charge order below. 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
This is in response to complaint ID #[redacted]. The complainant states that he is unhappy with the pool liner he purchased off our [redacted] site stating the pattern is a little messed up. So we asked him to send photo's which he did. The photos do not show much so it is difficult to access the problem....
He called several times and we offered a couple of solutions including a partial refund if he chose to keep the liner his other option was to follow [redacted] protocol to get a brand new replacement liner. He did not want the latter choice because of installation and water costs. He became irate and difficult to deal with (see attached notes) and we advised him to go through [redacted]. We have not heard back until now.Because of his unhappiness we have gone ahead a processed RMA return authorization which will be processed as a full refund.(See 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]
This is in response to complaint ID #[redacted]. The complaint is unhappy that they cannot return their incorrectly ordered, [redacted] pool liner for a refund. On 6/11/15 the customer called and placed an order with one of our sales reps. He gave her the item number for a [redacted] pool liner and a...
gasket to install the liner. Prior to calling, his wife went online and typed in the keywords [redacted] pool liner. This caused every pool liner we sell to pull up because of the key words “pool” and “liner”. So based on this his wife thought all of these liners would work for their pool and randomly chose one of them. She gave this item number to her husband and he called us to place his order. The order was placed and it shipped the same day. On 6/19/15 the customer called and wanted to return the liner because the installer they hired told them that the liner would not work because they own a [redacted] pool. This type of pool requires a [redacted] liner which we do not carry. He was told he could not return the liner because as is stated in our terms of sale it was opened and installation had been attempted. Normally we would have offered a discount off a replacement liner, but as stated earlier we do not sell the type he needs. I have included a copy of the terms of sale for your convenience. 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 ###-###-####
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. How do I get the RMA number, etc.?Also, I have changed jobs and the email address under which this complaint was filed no longer is active. Please use this address:[redacted]
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.Regards,[redacted] I completely disagree with the business's handling of this situation. I wish I didn't have to return the pool reel, but I (nor a professional pool person, in addition to another professional handyman) could not install the piece of equipment after having been told by the company that it was "easy to install". So, this is 100% unfair to charge me a restocking fee after the company reassured me that it would be no problem to install. I would like a refund of the stocking fee because they did not honor the fact that the equipment was unable to be installed (out of my control, not what they claimed about it being easy to install -was definitely not).
Kind regards,
[redacted]
This is in response to complaint ID #[redacted]. The complainant states he received the wrong size pool liner and would like a refund. But as you will see below, he clearly ordered the wrong size. And since it was open and he tried to install it he cannot return it for a refund.The following is the...
sequence of events. On 5/27/2016 he placed an online order for a 24 round pool liner on our website [redacted]. It was delivered on 6/2/2016. On 6/6/2016 he called our customer service department and talked to one of our reps. He told her that he tried to install the pool liner but it was too big for his pool. Our rep asked him to send photo's showing measurements of his pool and of his liner but he refused stating that it was too much work to do so.He went on to say that he was just going to dispute the credit card charge and hung up. In the course of the investigation the rep noticed that he had ordered a 21 round pool cover from us In the past and noted this in his account. We did not hear anything else from him until we received this complaint. While looking into to this complaint I found another order from the same customer. On 6/12/2016 he placed another order. However this time he placed an order on our [redacted] site. The order is for a 21 round pool liner. It is due to be delivered to him today! He probably does not realize we are the same company. Therefore since this information clearly shows he ordered the wrong size liner we will not be issuing a refund as he requested. I have included copies of the purchase of both liners and the cover he purchased in 2010 and the notes from his account.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]
This is in response to complaint ID #[redacted]. The complainant states that she is upset because her pool had not arrived at the time of her complaint. Here is the sequence of events. On 6/5/17 she called and placed an order for a pool and assorted items pertaining to the pool. The order was placed...
and she was advised that while the assorted items would ship from our warehouses and arrive in a few days the pool itself would ship from the manufacturer in approximately 2 weeks. She called us on 6/16/17 very upset because she had installers at her house but the pool had not yet been delivered. We contacted the manufacturer and found they were right on schedule. The pool was due to ship on 6/19/17,which was exactly 2 weeks from the order date. It shipped on the 19th and was delivered to her on 6/23/17. We are very sorry the customer is so upset but we cannot be sure why she had scheduled installers before the pool was due. She states in her complaint dated 6/19/17 that she wants her pool and that has occurred. However because she is so upset we have issued a $100.00 in store credit which she can use o n any future purchase. 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]
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 seam. However 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 handling. We 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 courtesy. The only charges the customer will be responsible to pay is $28.09 for shipping of the replacement cover; as outlined by the manufacturer's warranty guidelines. The customer may contact me directly; and I would be happy to assist them in completing the order for their warranty replacement winter cover. This issue should be fully resolved. Please let me know if you have further questions or concerns; or if you need any additional information. Thank you, [redacted] Customer Service Specialist Leisure Living
This is in response to complaint ID #[redacted]. The complainant is upset because one of his reel tubes was damaged and at the time of his complaint still not replaced. On 5/1/17 the customer contacted us about the damaged reel pole.After several e-mails back and forth it was determined which of his...
poles was damaged. At that point a replacement order was placed but it had to be ordered in from an offsite warehouse which caused a delay. However it did ship on 5/10/17 and was delivered on 5/12/17. We are very sorry for the delay and that the customer is not happy! Therefore we have issued $40.00 in store credit which he can use on any future called in purchase. 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]. Customer is stating the solar reel is not performing as advertised. We apologize for the inconvenience the customer has experienced with this order. We are honoring the customers request and refunding them in full for the item; and it will not be...
necessary for the customer to return the item to us. Due to the custom shape of the customer's pool, modifications will need to be made for most solar reels to be used in conjunction with their pool. They may contact us directly if they would like further technical assistance. The RMA [redacted]- see attached) reflects the item cost of $279.99, minus $4.61 (portion of the original $10.00 discount on entire order), in addition to $24.10 NY State sales tax, for a total refund amount of $299.48. This refund will be processed first thing tomorrow; and then will take approximately 2-3 business days to reflect on the customer's account. Please let me know if you have further questions or concerns or if you need any additional information. Thank you, Tricia L. [redacted]Leisure Living
Customer has opened complaint ID # [redacted]. This complaint is relating to a sales order that the customer placed over the web with our company on 2/18/2016 (web order number [redacted]; internal order number [redacted] -see attached). This order was for qty 1 -1 [redacted] Pool Pump W/3 Ft Twist...
Lock Plug.The customer contacted our Customer Service Department on 3/10/2016, and advised that she ordered the incorrect pump. The customer was advised per our Terms of Sale (please see attached) that the pump must be unopened, clean and in resalable condition. The customer was also advised that a 20% restocking fee will be charged for returns; original shipping and handling costs will not be refunded, and the customer is responsible for all return shipping costs.When the pump returned to our warehouse on 4/1/2016; upon inspection it was determined that the pump was unfortunately not in resalable condition, as it had been opened and used ·by the customer.As the pump was unfortunately not unopened, clean and in resalable condition; we were unable to return the pump to stock and refund the customer. The pump returned to the customer under FedEx tracking number [redacted]; and was delivered to the customer on 4/6/2016 (please see attached).We would be happy to assist the customer in determining which pump would be compatible with their pool; the customer can contact us at [redacted] and request to speak with our Custom Sales Department. we would be happy to offer the customer a 15% discount, and free shipping and handling on the purchase of a new pump ..We apologize for the inconvenience the customer has experienced. Please let me know if you have further questions or concerns or if you need any additional information.Thank you,Tricia [redacted]Customer Service Specialist Leisure Living [redacted]
This is in response to complaint ID #[redacted]. The complainant states that the pool he ordered is missing parts, and said the wall was damaged as well, this was several weeks after the pool was delivered and signed for free and dear.When the customer signed the delivery receipt he did not note any...
damage and did not state that any parts were missing (a copy is enclosed).The delivery occurred on 6/09/17. We first heard back from the customer towards the end of June. He called several times stating once that he thought the wall was too short and then later stating it was damaged. We have since sent the missing parts but feel the damage to the walls is something the customer or his installers did after it was delivered. We will work with the customer to get a replacement wall if needed by offering a discounted rate for the wall. 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 ID #[redacted]. The complainant is unhappy thatthe damage to his solar cover is not covered under the manufacturers warranty.The customer purchased the cover on 1/11/16. On 10/31/17 he called to reportdamage to his cover. He was asked to send photo's which he did. The...
photoswere examined, they showed tears in the cover but no seam separation ordelamination, which are the two issues covered under the manufacturer'swarranty. At this point he was informed that tears are not covered. We offeredhim a 15% off a replacement as a courtesy. Because he is so upset I can extendthat offer to 30%. If he chooses to take us up on that offer he can call to placean order. He just needs to tell the sales rep to check the notes in his account. Ihave attached a copy of his order, the manufacturers warranty and the photosfor you convenience. Please let me know if you have further questions, or if yourequire additional information!Thank you!Judy [redacted]Customer Experience SupervisorLeisure Living[redacted]
This is in response to Complaint ID # [redacted]; the customer contacted us and spoke to our Customer Service Manager regarding a swimming pool liner warranty claim. Upon review of the manufacturer's warranty information (see attached); it is stated that the manufacturer's warranty warrants the liner...
to be free of manufacturer defects; specifically the separation of a welded seam. This pertains to both the seam from pool wall to pool floor; as well as to the wall seam. However it is also stated that the manufacturer's warranty unfortunately does not warrant against damage, tears or punctures due to improper handling; or wearing due to exposure of the elements or chemicals.Please see attached photo of the damage to the customer's liner. It does not illustrate a seam separation; it appears to illustrate a tear in the liner - which is unfortunately an exclusion of the manufacturer's warranty. We apologize for all the issues the customer has had with the liner; and our Customer Service Manager offered the customer a 20% discount towards the purchase of a new liner, as the damage to the customer's liner was not covered under warranty.The customer may contact me directly; and I would be happy to assist them in completing the order for their new liner with the 20% discount. Please let me know if you have further questions or concerns; or if you need anyadditional information. Thank you, [redacted] L. [redacted] Customer Service Specialist716-773-7500- ext 281
This is in response to complaint ID #[redacted]. The complainant is unhappy with the terms of the manufacturers warranty on his solar cover and is unhappy with the cost for replacing it. He purchased it on 6/5/14 and contacted us on 7/19/17 which puts him in to the forth year of the warranty. He sent...
us photos and it was determined to be covered. Based on his purchase date his proration is 45%.Therefore his cost for replacement is $65.25 + $70.48 (shipping 44.53 + heavy fee 15.00 + 10.95 handling) = $135.73 for replacement. As he is so unhappy with the manufacturers warranty costs we will waive the proration, heavy fee and handling so his new total will be $44.53. He can call and we will replace it at the adjusted price. I have enclosed a copy of the manufacturers 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]
[redacted]
[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.]Regards,[redacted]
The company stated that the pump was plugged into an extension cord and that was not correct. The pump was first plugged into the ac outlet and it shot sparks which meant that the cord/plug was grounded wrong. My husband then checked it withe extension cord and it still shot sparks which confirmed that the pumps cord was ground wrong. The pump was new and should have been taken back with no problem. I should not have had to file a complaint with the Revdex.com. The pump was shipped back to me but my husband has not had time to check it out. Upon checking the pump, if it is found to work properly, I will then close this case.
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]I want to thank you for your help in resolving this matter. Without your intervention I had no chance of receiving what I was honestly due. Thanks again for your handling this matter in a professional and timely manner.
This is in response to complaint ID #[redacted]. The complaint states that the customer is looking for a replacement valve for her sand filter which she feels should be covered under warranty. I checked her account, she called last night and talk to one of our sales reps and he placed a no...
charge order for the valve. Therefore she is all set. The valve will ship later today and she should receive it in just a couple of days. The USPS tracking number is [redacted]. I have attached a copy of the no charge order below. 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
This is in response to complaint ID #[redacted]. The complainant states that he is unhappy with the pool liner he purchased off our [redacted] site stating the pattern is a little messed up. So we asked him to send photo's which he did. The photos do not show much so it is difficult to access the problem....
He called several times and we offered a couple of solutions including a partial refund if he chose to keep the liner his other option was to follow [redacted] protocol to get a brand new replacement liner. He did not want the latter choice because of installation and water costs. He became irate and difficult to deal with (see attached notes) and we advised him to go through [redacted]. We have not heard back until now.Because of his unhappiness we have gone ahead a processed RMA return authorization which will be processed as a full refund.(See 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]