Pocono Pool & Spa

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] To whom it may concern, I am writing to reply to the Company's response to my complaint I would first like to note that the company did not contact me after I filed the complaint with Revdex.com Instead, it filed a response where it distorted facts and cherry picked from various emails to prove their point My complaint involves, among other things, two primary grievances: (1) the company failed to install the sauna by May under the conditions we agreed upon after they completed a site inspection prior to ordering the sauna and (2) materially damaging the sauna during installation I have emails (see attachments) to prove my pointI also have a witness who was present during the site inspection In these emails you can see that I mentioned May several timesAlso you can see that we discussed scheduling the site inspectionOnly after the site inspection I placed my order and gave deposit Once again they are refusing to accept any responsibility and blaming me for the current situationIt's very unfortunate Regards, [redacted]

Complaint has been resolved The following represents correspondence from the homeowner to confirm: Thank you-----Original Message----- From: Michael S [redacted] Sent: Tuesday, May 19, 5:PM To: [email protected] Subject: Old SuperPump hello, [redacted] , OMG You won’t believe this! I found the old SuperPump, and it is on our property! I was showing my daughter around, and in an old storage room in our detached garage, there it was on a bench, with the missing parts in the basket Mystery solved Thank you, thank you Everything is accounted for! From: Michael S [redacted] Sent: Tuesday, May 19, 3:PMTo: Service - Pocono Pool & SpaSubject: Re: Equipment Installation No worries [redacted] comment was deleted this morning I’ll call Revdex.com Please go ahead and let me know what I owe for labor You did the work, you absolutely deserve compensation! I know P [redacted] is upset and I know what she told you, but I am paying this, and I absolutely will compensate you for your time and efforts I really just want this behind us, and I so badly just want the pool open! The [redacted] is awesome, and the [redacted] is better than I expected Both are fantastic and I couldn’t be happier with them (though I have to confess, I was rather taken aback when I returned from my China business trip and pool was not operational - it took me a short time on Saturday morning to get everything hooked up I knew I could do it, I just didn’t want to! So, as long as the leak gets fixed, I am a very happy person) Go ahead and invoice the labor via email I am good for it! I can settle P [redacted] down We just need to get everything working! Thanks again! [redacted]

Regarding customer complaint ID# [redacted] : This situation is unfortunate since the customer decided to file a complaint rather than discuss an amicable and fair solution to the matter nor has he responded to our efforts to communicate his optionsWe are currently awaiting a response and instructions from the customer regarding his orderHe is fully aware and agreed to the terms disclosed on his sales order (see attached) regarding special ordered items which cannot be returned or refundedEven the customer’s inaccurate account of the situation would not warrant a valid reason to simply cancel an order, respectfully since he hasn’t even made this request to PP&S directly, nor has he reciprocated our attempts to discuss the matter The customer’s claims of the order being placed on the basis of a stipulated delivery date are simply untrue and quite the opposite as this item was on back order from the manufacturer which was explained and even disclosed on both the initial quote and signed sales order Regardless, we did meet this request delivering the unit May 13th to the customer’s residenceThe claims of our inability to assemble the unit are also completely falseHe conveniently fails to mention the problem was his floor being unlevel which he was fully aware of from the beginning (our technicians even brought shims at the customer’s request)Another problem he was fully aware of but failed to mention was the ceiling clearance needed to properly assemble the unit, which was even brought to his attention again as a concern (see email dated 5/10:am) prior to deliveryThe customer reassured us it would not be a problem and he would have some of the wood removed for additional clearanceThis was not the case when our technicians arrived, the area was not prepared forcing our crew to prepare his ceiling first which is not part of standard assembly (PP&S is not responsible for site preparation)After our crew spent half the day preparing his ceiling (beyond our obligation and as a courtesy at no additional charge) they began assembling the unit but were continually halted by the customer claiming defect with the unitHe continued to hinder our crew even handling components of the saunaHis speculation of an inexperienced crew again is as our lead technician that day is a tenured employee with over a decade of experience assembling far more complicated structures (i.eswimming pools, custom spas, saunas, etc.) than this particular unit which quite simply consists of prefab panels that literally snap together Also is the customer’s claim that we had decided to disassemble, repackage and load the unit back on the truck to return to the store for inspectionThis decision was made by the customer who demanded we remove the unit insisting defects with the panelsWe simply obliged his wishes to return the unit to our shop for inspectionThe problem stemmed from trying to assemble the unit on an unlevel floor using shims (again as he requested)As we progressed through the assembly, the panels did not appear to line upThe customer saw this and would halt the assemblyWe explained to the the customer that this was an unfortunate effect from using shims rather than properly leveling the floorAlthough the unit can be properly assembled (which we did times) the roof of the unit appeared slightly off set which was an unfortunate and unavoidable effect of the uneven floorAlthough we were confident this was the problem, the only way to confirm with certainty was to reassemble the unit on a leveled surface which we agreed to do and did so days later (not several as he claimed) on the 16thThe customer was notified the same day that the sauna had been assembled without issue on a level surface and he was given options to arrange to re-deliver and re-assemble the unit (see email dated 5/4:pm) To date he has not communicated his wishes He was provided pictures to confirm the sauna is without defect but should he still have doubts he is welcomed to come to our shop where we will assemble the unit in his presence for his personal inspection, dismissing both notions of faults with the unit and/or our techniciansInitially the customer insisted the manufacturer was to blame, but when the facts proved otherwise he turned the blame on usThe facts demonstrate the customer dictated the sequence of events and in no way did any representative from PP&S mislead or direct his decisions; we simply provided his options and followed his instructions At this time a refund is not an option Additionally the said customer currently owes Pocono Pool & Spa LLC the remaining balance of his special order in the amount of $3,Respectfully, [redacted] President Please see attachment with chronology of correspondence between Pocono Pool & Spa LLC and the customer

Our position is based on facts therefore remains the same Again, we agree that the customer continually requested a delivery date by May 15th, we simply disproved his claim that this was an agreed stipulation on his sales order (please see attached sales order signed by customer)We defer to the terms of the signed sales order and kindly ask the customer to elaborate on what “agreed conditions” he is referring to in his grievanceRegardless, by the customers own acknowledgement we met this request with a delivery date of May 13th (please see initial complaint filed by customer)The customer refused the product and demanded it be removed from his home for inspection due to its uneven appearanceWe had employees present that day to confirm his requestPer the customer’s request, the unit was disassembled and removed for inspectionOn May 16th, we reassembled the same unit at our [redacted] location on a level surface and determined the product was without fault or defectWe notified the customer the same day (see attached May 16th status update email) in writing and included photos for his review (see photos assembled in [redacted] on level floor) along with additional delivery options The customer was made aware of the issue with his floor being uneven during his initial home site inspection (see attached April 2nd home site inspection pictures) and we welcome his witness account of the sameThe customer’s basement floor in the area he requested the sauna to be built is not a level surface therefore, anything built or placed on this surface will be affectedThis product was sold with STANDARD DELIVERY & ASSEMBLY and unless contracted, PP&S is NOT responsible for site preparationTo date, the customer has avoided even addressing this issue in any of his responses to PP&S or the Revdex.comHis obvious avoidance of the matter alone should question who’s “distorting the facts” or doing the “cherry picking” PP&S has and always will be committed to a high quality of standards to all our customers and currently has invested significant man hours and money into his orderIt is our opinion that the customer had a change of mind once he was able to visually see the effects his uneven floor had once the unit was assembledRegrettably, he chose to simply abort the sales order without valid reason or liability rather than honestly communicating his concernsPer disclosure on signed sales order, deposits cannot be refunded on any special order itemPP&S looks forward to a non bias outside review of the matter and although not obligated will be happy to provide all pertaining documentsWe kindly ask the customer to refrain from his reckless accusations Respectfully Submitted

To whom it may concern, We are responding to [redacted] ***’s complaint regarding the purchase of a replacement filter for his hot tub When [redacted] came in to purchase a new filter for his hot tub, he brought in his original filter to match up with a new replacement We have a procedure in place for hot tub filter replacement that each one of our employees follow Step one is we look for a part number on the top of the filter 90% of the time the filter will have a part number Step two; if part number is not available, we ask for manufacturer of hot tub and measure the filter length, outside diameter and inside diameter to determine which filter would be correct for his hot tub If step one or two does not come up with any results, we have the customer contact either the company that sold him/her their hot tub or the manufacturer directly There are approximately filters on the market and we strive to get the customer the correct filter As to [redacted] ***’s claim, yes he did bring in his filter and we measured it for correct size The filter we matched his filter to was slightly bigger than his original filter [redacted] was told this and his statement was, “no it should fit” He also knew that he was purchasing a filter with (2) openings instead of a closed top and one opening The filter is in a clear package We also mentioned to him to take it home if he feels it would fit, but if it did not, he could return it with the original wrapper and we will refund or order the correct filter for him He purchased the filter on August 12, He also came in on August 13, for a water test and to purchase chemicals Then on August 15, 2015, [redacted] came in again to purchase a couple more products On both occasions there was no mention that the filter fit incorrectly On August 20, [redacted] came in again with a water sample and this time he brought his filter he purchased with him After the sample of water was tested he asked if he can return his filter His claim was that the filter did not fit, even after he tried to force it to, or in his quote “jam it in” He would like to return it We have a policy listed in our store that if the item purchased is out of its packaging we will not accept returns Not only was it out of the packaging, but it was used for multiple days and returned completely brown and full of debris So I’m a little confused as to why the filter was not filtering properly when it certainly catching all the debris and metals in the water In any case, returning a used/completely dirty filter was not acceptable We mentioned to [redacted] that we apologize, but the filter is used and completely dirty and we cannot take it back, but we could order him the correct filter if he would like He was not happy with that answer and shoved the filter and water test in our employees face after he mumbled a few harsh words and stormed out We would be more than happy to order him the correct filter if he is interested but we are not in a position to take back a product that was damaged by the homeowner Respectfully, Pocono Pool & Spa

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:It's untrue and makes no sense on its face.
They say: "Just like an auto parts store, you don’t purchase products for your auto without providing make, model and year, and we do our best with the information that we are provided by the homeowner It is up to the homeowner to know what type of spa they have so we can help them get the right product If the homeowner does not know what they have, we can measure and recommend the best option available, but the final decision lies with the homeowner."
I brought the exact filter in to them for the purposes of matching it They sold me what they said was the correct replacement filterThey say: " If they purchase the incorrect filter, there is a day return policy We will take returns if the product is in its original wrapping."
I returned the filter within ten days It did not have any packaging, merely a shrink wrap One cannot know that they're advice was wrong until one uses the filterThey say: "Knowing this, you’d think that you would size the filter out as soon as possible in case it was incorrect We are also a little confused as to *** ***’s statement “It was I who questioned if it would work.” If it was said that the filter was the same size, what was his point of the previous statement It is obvious that we did mention that the size was slightly different or else his question would never have been asked."
The conversation had to do with the openings in the filter being different When I questioned it they said "It would be impossible for it not to work"
They say: " If the filter we sold *** *** was bigger than original, how is it that the filter only floated after the spa was shut down on the 17th after it was first used? Why didn’t it float when it was installed on the 15th? Or was the spa running for days straight before he decided to turn it off?"Who knows, the filter sits inside a casing It was a fresh fill, so it did run a long time heating up When the pump is running the suction pulls the casing in and holds the wrongsized filter in place They say: "Also, *** ***’s original complaint indicated that the filter we sold him was “smaller” than the correct one he subsequently purchased from the manufacturer. Which is it, is the filter we sold him bigger or smaller?"
The filter, as they admit, was taller than mine The opening at the bottom, which fits over the intake, was smaller They knew this and it was a subject of dicussion when I brought it back."
They say: "If *** *** had not attempted to return the original filter in a filthy dirty condition as he did, we would have likely taken the filter back for a refund/exchange, whether it was in its original packaging or not. But the condition of the filter, debris coming out of the pleats and the filter being completely brown was unacceptable."
They must be referring to the original filter I brought in to them When they refused to take it back they said they simply do not accept return of used items, which they said last timeIf this retailer is willing to lie and cheat over a $product, just imagine what they will do to cheat someone on a large purchase They lack expertise and are disreputable -- a shameful combination
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The Company is refusing to return my money and not offering any acceptable solutions.
To the Revdex.com:
Although the issue is not resolved, I would like to discontinue any further communications with the company and, at this point, would like to close my complaint
Thank you
Regards,
*** ***

We did explain to the customer that we were unaware of a reel that would work on their
poolThe customer insisted we find one, so we gave an option that was available from our vendor, also provided detailed
information of the
reel and that was reviewed and approved by their boardAlso the customer refused to
let us install it per manufacturer specificationsTo end this matter we will agree to split the restocking fee 50% with them

To whom it may concern,
We are responding to [redacted]’s complaint regarding the
purchase of a replacement filter for his hot tub.
When [redacted] came in to purchase a new filter for his hot
tub, he brought in his original...

filter to match up with a new replacement.  We have a procedure in place for hot tub
filter replacement that each one of our employees follow.  Step one is we look for a part number on the
top of the filter.  90% of the time the
filter will have a part number.  Step
two; if part number is not available, we ask for manufacturer of hot tub and
measure the filter length, outside diameter and inside diameter to determine
which filter would be correct for his hot tub. 
If step one or two does not come up with any results, we have the
customer contact either the company that sold him/her their hot tub or the
manufacturer directly.  There are approximately
500 filters on the market and we strive to get the customer the correct filter.
As to [redacted]’s claim, yes he did bring in his filter and
we measured it for correct size.  The
filter we matched his filter to was slightly bigger than his original
filter.  [redacted] was told this and his
statement was, “no it should fit”.  He
also knew that he was purchasing a filter with (2) openings instead of a closed
top and one opening.  The filter is in a
clear package.  We
also mentioned to him to take it home if he feels it would fit, but if it did
not, he could return it with the original wrapper and we will refund or order
the correct filter for him.  He purchased
the filter on August 12, 2015.  He also
came in on August 13, 2015 for a water test and to purchase chemicals.  Then on August 15, 2015, [redacted] came in
again to purchase a couple more products. 
On both occasions there was no mention that the filter fit
incorrectly.  On August 20, 2015 [redacted]
came in again with a water sample and this time he brought his filter he
purchased with him.  After the sample of
water was tested he asked if he can return his filter.  His claim was that the filter did not fit,
even after he tried to force it to, or in his quote “jam it in”.  He would like to return it.  We have a policy listed in our store that if
the item purchased is out of its packaging we will not accept returns.  Not only was it out of the packaging, but it
was used for multiple days and returned completely brown and full of
debris.  So I’m a little confused as to
why the filter was not filtering properly when it certainly catching all the
debris and metals in the water.  In any
case, returning a used/completely dirty filter was not acceptable.
We mentioned to [redacted] that we apologize, but the filter
is used and completely dirty and we cannot take it back, but we could order him
the correct filter if he would like.  He
was not happy with that answer and shoved the filter and water test in our
employees face after he mumbled a few harsh words and stormed out.
We would be more than happy to order him the correct filter
if he is interested but we are not in a position to take back a product that
was damaged by the homeowner.
Respectfully,
Pocono Pool & Spa

Complaint has been resolved.  The following represents correspondence from the homeowner to confirm:
Thank you.
-----Original Message-----
From: Michael S[redacted]
Sent: Tuesday, May 19, 2015 5:29 PM
To:...

[email protected]
Subject: Old SuperPump
 
hello, [redacted],
 
OMG.  You won’t believe this!  I found the old SuperPump, and it is on our
property!  I was showing my daughter around, and in an old storage room in our
detached garage, there it was on a bench, with the missing parts in the basket. 
Mystery solved.  Thank you, thank you.  Everything is accounted for!
From: Michael S[redacted]  Sent: Tuesday, May 19, 2015 3:10 PMTo: Service - Pocono
Pool & SpaSubject: Re: Equipment
Installation
No worries.  [redacted] comment was deleted this morning.  I’ll call Revdex.com.
Please go ahead and let me know what I owe for labor.  You did the work,
you absolutely deserve compensation!  I know P[redacted] is upset and I know what she
told you, but I am paying this, and I absolutely will compensate you for your
time and efforts.
I really just want this behind us, and I so badly just want the pool open!
 The [redacted] is awesome, and the [redacted] is better than I expected.  Both
are fantastic and I couldn’t be happier with them (though I have to confess, I
was rather taken aback when I returned from my China business trip and pool was
not operational - it took me a short time on Saturday morning to get everything
hooked up.  I knew I could do it, I just didn’t want to!  So, as long as the
leak gets fixed, I am a very happy person).
Go ahead and invoice the labor via email.  i am good for it!
I can settle P[redacted] down.  We just need to get everything working!
Thanks again!
[redacted]

Regarding customer complaint ID# [redacted]: This
situation is unfortunate since the customer decided to file a complaint rather
than discuss an amicable and fair solution to the matter nor has he
responded to our efforts to...

communicate his options. We are currently awaiting a
response and instructions from the customer regarding his order. He is fully
aware and agreed to the terms disclosed on his sales order (see attached)
regarding special ordered items which cannot be returned or refunded. Even the
customer’s inaccurate account of the
situation would not warrant a valid reason to simply cancel an order,
respectfully since he hasn’t even made this request to PP&S
directly, nor has he reciprocated our attempts to discuss the matter.
The customer’s claims of the order
being placed on the basis
of a stipulated delivery date are simply untrue and quite
the opposite as this item was on back order from the manufacturer which was
explained and even disclosed on both the initial quote and signed sales order.
Regardless, we did meet this request delivering the unit May 13th to the
customer’s residence. The claims of our inability to assemble the unit are
also completely false. He conveniently fails to mention the problem was his floor being unlevel which
he was fully aware of from the beginning (our technicians even brought shims at
the customer’s request). Another problem he was fully aware of
but failed to mention was the ceiling clearance needed to properly assemble the
unit, which was even brought to his attention again as
a concern (see email dated 5/6 10:10 am) prior to delivery. The customer
reassured us it would not be a problem and he would have some of the wood
removed for additional clearance. This was not the case when our technicians
arrived, the area was not prepared forcing our crew to prepare his ceiling first
which is not part of standard assembly (PP&S is not responsible for site
preparation). After our crew spent half the day preparing his ceiling (beyond
our obligation and as a courtesy at no additional charge) they
began assembling the unit but were
continually halted by the customer claiming defect with the unit. He
continued to hinder our crew even handling components of the sauna. His
speculation of an inexperienced crew again is false as our lead technician that
day is a tenured employee with over a decade of experience assembling far more
complicated structures (i.e. swimming pools, custom spas, saunas, etc.) than this particular unit which quite
simply consists of prefab panels that literally snap together.
Also false is the customer’s claim that we had decided to disassemble, repackage
and load the unit back on the truck to return to the store for inspection. This
decision was made by the customer who demanded we remove the unit
insisting defects with the
panels. We simply obliged his wishes to return the unit to
our shop for inspection. The problem stemmed from trying to assemble the unit on
an unlevel floor using shims (again as he requested). As we
progressed through the assembly, the
panels did not appear to line up. The
customer saw this and would halt the assembly. We explained to the the customer
that this was an unfortunate effect from using shims rather than properly leveling
the floor. Although the unit can be properly assembled (which we did 3 times)
the roof of the unit appeared slightly off set which was an unfortunate
and unavoidable effect of the uneven floor. Although
we were confident this was the problem, the
only way to confirm with certainty was
to reassemble the unit on a leveled surface which we agreed to do and did so 3
days later (not several as he claimed) on the 16th. The customer was notified
the same day that the sauna had been
assembled without issue on a level surface and he was given options to arrange to re-deliver and re-assemble the unit (see email dated 5/16 4:45 pm).
To date he has not communicated his wishes.
He was provided pictures to confirm
the sauna is without
defect but should he still have
doubts he is welcomed to come to our shop where we will assemble the unit in his presence for his
personal inspection, dismissing both notions of faults with the unit
and/or our technicians. Initially the customer insisted the manufacturer was to
blame, but when the facts proved otherwise he turned the blame on us. The facts demonstrate
the customer dictated the sequence of events and in no
way did any representative from PP&S mislead or direct his
decisions; we simply provided his options and followed his
instructions.  
At this time a refund is not an option.  Additionally the said customer currently owes Pocono Pool & Spa LLC the remaining balance of his special order in the amount of $3,237.12.
Respectfully,
[redacted]
President
Please see attachment with chronology of correspondence between Pocono Pool & Spa LLC and the customer

Our position is based on facts therefore remains the same.
Again, we agree that the customer continually requested a delivery date by May
15th, we simply disproved his claim that this was an agreed stipulation on his
sales order (please see attached sales order signed by
customer). We defer to the terms of the signed sales order and kindly ask the
customer to elaborate on what “agreed conditions” he is referring to in his
grievance. Regardless, by the customers own acknowledgement we met this request
with a delivery date of May 13th (please see initial complaint filed by
customer). The customer refused the product and demanded it be removed from his
home for inspection due to its uneven appearance. We had 3 employees present
that day to confirm his request. Per the customer’s request, the unit was
disassembled and removed for inspection. On May 16th, we reassembled the
same unit at our [redacted] location on a level surface and determined the product
was without fault or defect. We notified the customer the same day (see attached
May 16th status update email) in writing and included photos for his review (see
photos assembled in [redacted] on level floor) along with additional delivery
options.  The customer was made aware of the issue with his floor being uneven
during his initial home site inspection (see attached April 2nd home site
inspection pictures) and we welcome his witness account of the same. The
customer’s basement floor in the area he requested the sauna to be built is not
a level surface therefore, anything built or placed on this surface will be
affected. This product was sold with STANDARD DELIVERY & ASSEMBLY and unless
contracted, PP&S is NOT responsible for site preparation. To date, the
customer has avoided even addressing this issue in any of his responses to
PP&S or the Revdex.com. His obvious avoidance of the matter alone should question
who’s “distorting the facts” or doing the “cherry picking”. 
 
PP&S has and always will be
committed to a high quality of standards to all our customers and currently has
invested significant man hours and money into his order. It is our opinion that
the customer had a change of mind once he was able to visually see the effects
his uneven floor had once the unit was assembled. Regrettably, he chose to
simply abort the sales order without valid reason or liability rather than
honestly communicating his concerns. Per disclosure on signed sales order,
deposits cannot be refunded on any special order item. PP&S looks forward to
a non bias outside review of the matter and although not obligated will be happy
to provide all pertaining documents. We kindly ask the customer to refrain from
his reckless accusations. 
Respectfully Submitted

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
To whom it may concern,
     I am writing to reply to the Company's response to my complaint.  I would first like to note that the company did not  contact me after I filed the complaint with Revdex.com.   Instead, it filed a response where it distorted facts and cherry picked from various emails to prove their point.  My complaint involves, among other things, two primary grievances: (1) the company failed to install the sauna by May 15 under the conditions we agreed upon after they completed a site inspection prior to ordering the sauna and (2) materially damaging the sauna during installation. 
I have emails (see attachments) to prove my point. I also have a witness who was present during the site inspection.  In these emails you can see that I mentioned May 15 several times. Also you can see that we discussed scheduling the site inspection. Only after the site inspection I placed my order and gave deposit. 
Once again they are refusing to accept any responsibility and blaming me for the current situation. It's very unfortunate.    
Regards,
[redacted]

Review: To Whom It May Concern,I currently have a dispute with Pocono Pool & Spa ("PPS") regarding the order and installation of a sauna in my home. On April 2, 2014, I placed an order for a sauna (size 4X6) with PPS after the company's representative, [redacted], inspected the site in my house for installation and did not find any problems.My only stipulation for placing the order was that sauna must be installed by May 15. [redacted] promised they would do that.Later in the month, after several failed attempts, I was able to get a status update on my order and was very disappointed to find out that my stipulation could not be fulfilled. I wanted to cancel the order, but [redacted] suggested that if he ordered a different sauna (size 5X7) they will meet my dates. I agreed. On May 13 the sauna arrived, but the installation crew was not able to put it together. Whether it was because of a manufacturing defect, an inexperienced crew or something else (according to them they have never dealt with this type of sauna before), but after many attempts (as result unit now has some cracks and scratches and no longer looks new) they failed to install it. [redacted] suggested that they may need to assemble it in different environment before contacting the manufacturer. They packed the sauna and took it away.Several days later he contacted me and stated that they did not have any problems assembling the sauna somewhere else and therefore there are no manufacturing defects. He said that the reason they were having problems in my house was because of the uneven floor in my basement. When I expressed my frustration he sent me a long email refusing to accept any responsibilities, misrepresenting a lot of facts and blaming me for the current situation. Meanwhile, he is the one who inspected the site beforehand and I gave me the go ahead to place an order. Therefore I feel that the company is not being honest with me and no longer have any confidence in its abilities to fulfill its obligations and would like to get full refund on my deposit.Please help me to resolve this issue.Thank you.Desired Settlement: I would like to have refund (as credit) back to my credit card (check would be ok too) with full amount of my deposit.

Business

Response:

Regarding customer complaint ID# [redacted]: This

situation is unfortunate since the customer decided to file a complaint rather

than discuss an amicable and fair solution to the matter nor has he

responded to our efforts to communicate his options. We are currently awaiting a

response and instructions from the customer regarding his order. He is fully

aware and agreed to the terms disclosed on his sales order (see attached)

regarding special ordered items which cannot be returned or refunded. Even the

customer’s inaccurate account of the

situation would not warrant a valid reason to simply cancel an order,

respectfully since he hasn’t even made this request to PP&S

directly, nor has he reciprocated our attempts to discuss the matter.

The customer’s claims of the order

being placed on the basis

of a stipulated delivery date are simply untrue and quite

the opposite as this item was on back order from the manufacturer which was

explained and even disclosed on both the initial quote and signed sales order.

Regardless, we did meet this request delivering the unit May 13th to the

customer’s residence. The claims of our inability to assemble the unit are

also completely false. He conveniently fails to mention the problem was his floor being unlevel which

he was fully aware of from the beginning (our technicians even brought shims at

the customer’s request). Another problem he was fully aware of

but failed to mention was the ceiling clearance needed to properly assemble the

unit, which was even brought to his attention again as

a concern (see email dated 5/6 10:10 am) prior to delivery. The customer

reassured us it would not be a problem and he would have some of the wood

removed for additional clearance. This was not the case when our technicians

arrived, the area was not prepared forcing our crew to prepare his ceiling first

which is not part of standard assembly (PP&S is not responsible for site

preparation). After our crew spent half the day preparing his ceiling (beyond

our obligation and as a courtesy at no additional charge) they

began assembling the unit but were

continually halted by the customer claiming defect with the unit. He

continued to hinder our crew even handling components of the sauna. His

speculation of an inexperienced crew again is false as our lead technician that

day is a tenured employee with over a decade of experience assembling far more

complicated structures (i.e. swimming pools, custom spas, saunas, etc.) than this particular unit which quite

simply consists of prefab panels that literally snap together.

Also false is the customer’s claim that we had decided to disassemble, repackage

and load the unit back on the truck to return to the store for inspection. This

decision was made by the customer who demanded we remove the unit

insisting defects with the

panels. We simply obliged his wishes to return the unit to

our shop for inspection. The problem stemmed from trying to assemble the unit on

an unlevel floor using shims (again as he requested). As we

progressed through the assembly, the

panels did not appear to line up. The

customer saw this and would halt the assembly. We explained to the the customer

that this was an unfortunate effect from using shims rather than properly leveling

the floor. Although the unit can be properly assembled (which we did 3 times)

the roof of the unit appeared slightly off set which was an unfortunate

and unavoidable effect of the uneven floor. Although

we were confident this was the problem, the

only way to confirm with certainty was

to reassemble the unit on a leveled surface which we agreed to do and did so 3

days later (not several as he claimed) on the 16th. The customer was notified

the same day that the sauna had been

assembled without issue on a level surface and he was given options to arrange to re-deliver and re-assemble the unit (see email dated 5/16 4:45 pm).

To date he has not communicated his wishes.

He was provided pictures to confirm

the sauna is without

defect but should he still have

doubts he is welcomed to come to our shop where we will assemble the unit in his presence for his

personal inspection, dismissing both notions of faults with the unit

and/or our technicians. Initially the customer insisted the manufacturer was to

blame, but when the facts proved otherwise he turned the blame on us. The facts demonstrate

the customer dictated the sequence of events and in no

way did any representative from PP&S mislead or direct his

decisions; we simply provided his options and followed his

instructions.

Review: Purchased pool reel and pool cover that not only did not work for our application, but also created a danger and was completely unacceptable. Upon returning we were told that there was a 25% restock fee. The part was ordered incorrectly not due to the fault of the consumer but due to the part of the seller. There is no information on any contract, estimate or proposal that ever stated that there would be a restock fee in this exorbitant amount. We have agreed to pay shipping; however, company will not work with us at all in the restock fee. We feel that had we been told that the product might not work and had we been told that there was a huge restock fee, we would have been better informed and been able to make sure that it would work before purchase.Desired Settlement: We don't feel any restock fee is acceptable; since we were never notified that there would (or even may) be one. However, would be willing to somehow split the fee with this company.

Business

Response:

We did explain to the customer that we were unaware of a reel that would work on their

pool. The customer insisted we find one, so we gave an option that was available from our vendor, also provided detailed

information of the reel and that was reviewed and approved by their board. Also the customer refused to

let us install it per manufacturer specifications. To end this matter we will agree to split the restocking fee 50% with them.