Pete DeLois' Recreations Outlet

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:November 10, 2014Cincinnati Revdex.com 7 West 7th Street, Ste. 1600Cincinnati, OH 45202RE: ID [redacted] * [redacted] and [redacted]Dear [redacted],Per the complaint listed above please accept our response as listed below:March 2011: The [redacted]'s purchased a [redacted] trampoline from us, we installed it and they were given the notice of [redacted]'s warranty. (See Attachment 1)November 2013: The [redacted]'s issued a warranty request for jump mat and rods even though the warranty period was past. They were directed to contact the manufacturer as per warranty procedure. As of this date, [redacted] took control of the situation. January 2014: Received email from [redacted] stating [redacted]'s & [redacted] had coordinated replacement parts. [redacted] agreed to absorb half of the installation fee. However, [redacted] requested [redacted] replacement be postponed until spring due to extreme weather conditions.March 2014: Completed installation of replacements sent to [redacted] from [redacted] as per warranty work procedures.June 2014: [redacted] requested we install new S155, did so.August 2014: [redacted] requested assessment on [redacted]'s situation.August 6, 2014: Assessment was made and due to the hazardous condition of the unit and knowledge of their son's condition, the unit was disassembled and put in neat pile on patio, not on grass due to the manicured lawn. The assessment was made by the Operations Manager and the Service Manager. The assessment and notification of service done was sent to [redacted]. (See Attachment 2)August 2014: We received a call from [redacted] claiming he had heard nothing and asked about the disassembling. He was read the email to [redacted].August 2014: [redacted] contacted us about refund options. Options were addressed to the [redacted]s by [redacted] the owner, with an offer of $989 for a buy back on the used, disassembled unit with broken parts.August 27, 2014: Voicemail from [redacted] saying they reached and agreement with [redacted] to have [redacted] send crew to demonstrate how to replace rods and how to re­install.September 2014: [redacted] called [redacted]s twice and left message to return call for setting up demonstration and reassembly time at no charge. No response. We feel that Recreations Outlet has gone above and beyond normal involvement in a warranty situation, but are willing to try and resolve the matter. We are willing to go to the [redacted]'s and reassemble the unit with the new rods and show the [redacted]s how to replace the parts they were given from [redacted]. This will once again be at our cost.This complaint is regarding warranty issues falling under the manufacturer, [redacted] and not Recreations Outlet, Inc. This situation has cost us a lot for labor for all the service calls and trips made to remedy this situation not to mention the rescheduling problems caused by trying to fix the situation. We are anxious to resolve this situation, and have stated our intensions above.Should you need any further information, please feel free to contact us.Sincerely,RECREATIONS OUTLET INC[redacted] PresidentPD/smbIn response to this letter response from [redacted], it is imperative that we provide clarification on our end of what transpired in August of 2014 with reference to the issues with the replacement trampoline:8/14/2014 [redacted] spoke to Mr. [redacted] after an email was sent to [redacted] detailing the failure of the replacement trampoline and Recreations Outlet dismantling the product and leaving it as such in our yard.  Needless to say, our son was very confused and frustrated by the parts laying dissembled while waiting for a decision.  Mr. [redacted] was told by Mr. [redacted] that we needed to wait and see what [redacted] wanted to do since it was their problem.  Later that same day, we received a voice mail message from [redacted] of [redacted] asking that we call.  She told Mr. [redacted] that the "Trampoline was purchased by Recreations Outlet" and that [redacted] must provide any refund or resolve the problem.  [redacted] was no longer obligated to make restitution.  [redacted] insisted that Recreations Outlet was obligated to make restitution and that the product was not appropriate for our son and should not have been sold to us in the first place.  8/19/14 We received a call from [redacted] saying that he would not do anything on his end to rectify the problem.  He indicated that we should try to put the trampoline together ourselves and sell it online to someone else to recover our losses.  We had to say that we would have to make a police report that their company came out, trespassed on our property and dismantled the trampoline without our consent before he would agree to have someone come out and reassemble the trampoline with replacement parts we would obtain from [redacted] on our end.  He made no mention of his offer of $989 to buy back the replacement trampoline which we would have agreed to at that point since we had no options and a dismantled trampoline sitting in our backyard causing our son confusion and stress.8/27/14 We received the replacement rods via delivery on 8/26/14 from [redacted] ordered on 8/20/14.  Mrs. [redacted] called Recreations Outlet on 8/27/14 at 9:30 a.m. requesting that someone contact us to set up a time to come out to our home and reassemble the trampoline and show us how to insert the replacement rods.  We never received a call back in reply to our request. 9/20/14 Finally, after three weeks of waiting, and no reply from Recreations Outlet or Mr. [redacted] himself, Mr. and Mrs. [redacted] spent over 8 hours re-assembling the trampoline using [redacted]'s online tutorial without instruction as had been approved by Mr. [redacted] but not delivered in order to provide our son with what he needed since no one was willing to help us rectify the problem and we were left with no options and a dismantled trampoline in our yard.  Unfortunately, the trampoline, within one week of reassembly, again began to fail and as many as nine rods are now broken or bent or detached from the unit. This supports what [redacted] indicated - the product was not right for our son.At this point, we are willing to accept Mr. [redacted]'s offer of $989 in order to replace the trampoline, in part, with a spring model trampoline that can provide what we were promised by [redacted] and Recreations Outlet when we purchased the unit.  In order to replace the trampoline with a spring trampoline the size and weight as noted on the [redacted] model we currently own, the cost will be approximately $2,000 on our end.  We, too, have spent much time on our end to rectify the problem. Our son needs this sensory device desperately and functioning properly.  We have attached a copy of the trampoline taken today.Regards,
[redacted] And [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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] And [redacted]

November 10, 2014
Cincinnati Revdex.com
7 West 7th Street, Ste. 1600
Cincinnati, OH 45202
RE: ID [redacted]
 [redacted] and [redacted]
Dear [redacted],
Per the complaint listed above please accept our response as listed below:
March 2011: The [redacted]'s purchased a [redacted]...

trampoline from us, we installed it and they were given the notice of [redacted]'s warranty. (See Attachment 1)
November 2013: The [redacted]'s issued a warranty request for jump mat and rods even though the warranty period was past. They were directed to contact the manufacturer as per warranty procedure. As of this date, [redacted] took control of the situation.
January 2014: Received email from [redacted] stating [redacted]'s & [redacted] had coordinated replacement parts. [redacted] agreed to absorb half of the installation fee. However, [redacted] requested [redacted] replacement be postponed until spring due to extreme weather conditions.
March 2014: Completed installation of replacements sent to [redacted] from [redacted] as per warranty work procedures.
June 2014: [redacted] requested we install new S155, did so.
August 2014: [redacted] requested assessment on [redacted]'s situation.
August 6, 2014: Assessment was made and due to the hazardous condition of the unit and knowledge of their son's condition, the unit was disassembled and put in neat pile on patio, not on grass due to the manicured lawn. The assessment was made by the Operations Manager and the Service Manager. The assessment and notification of service done was sent to [redacted]. (See Attachment 2)
August 2014: We received a call from [redacted] claiming he had heard nothing and asked about the disassembling. He was read the email to [redacted].
August 2014: [redacted] contacted us about refund options. Options were addressed to the [redacted]s by [redacted] the owner, with an offer of $989 for a buy back on the used, disassembled unit with broken parts.
August 27, 2014: Voicemail from [redacted] saying they reached and agreement with [redacted] to have [redacted] send crew to demonstrate how to replace rods and how to re­install.
September 2014: [redacted] called [redacted]s twice and left message to return call for setting up demonstration and reassembly time at no charge. No response. 
We feel that Recreations Outlet has gone above and beyond normal involvement in a warranty situation, but are willing to try and resolve the matter. We are willing to go to the [redacted]'s and reassemble the unit with the new rods and show the [redacted]s how to replace the parts they were given from [redacted]. This will once again be at our cost.
This complaint is regarding warranty issues falling under the manufacturer, [redacted] and not Recreations Outlet, Inc. This situation has cost us a lot for labor for all the service calls and trips made to remedy this situation not to mention the rescheduling problems caused by trying to fix the situation. We are anxious to resolve this situation, and have stated our intensions above.
Should you need any further information, please feel free to contact us.
Sincerely,
RECREATIONS OUTLET INC
[redacted], President
PD/smb