We have received a letter of complaint from your office dated October 15, 2015, regarding the purchase of a Summer Escapes Framed Pool with pump by consumer [redacted].We certainly understand the consumer’s frustrations; our goal is to service our consumers to the best of our abilities, knowing...
we cannot rectify every situation to their satisfaction.We value our customers and we are willing to assist consumer [redacted] by assisting him with a warranty claim for his bent pool frame pieces. I called and spoke to consumer [redacted] yesterday afternoon and I apologized that he had not been assisted when he first called in to Polygroup. I explained that I would honor his pool warranty and would replace the bent vertical pool legs and his pool liner if needed. As part of our warranty process, it is the consumer’s responsibility to provide Polygroup with a copy of their original receipt upon request as stated in their owner’s manual under the limited warranty. The consumer stated that he has disposed of his entire pool liner, frame and filtration system and that he no longer has his receipt. I explained that Polygroup is a warranty company and that we warranty part per part, we do not issue monetary refunds.At this time I have assisted consumer [redacted] to the best of my ability.Sincerely,[redacted]Operations Support Specialist
Complaint: [redacted]
I am rejecting this response because: I purchased this pool 5/29/2017 and it came with a hole in the side, there is currently a temporary patch on the hole that will not be a permanent fix. to cut a whole in the liner will completely shut the pool down for the rest of the season. the pool was purchased with a hole. It should be the companies responsibility to make the situation correct.
Sincerely,
[redacted]
Dear [redacted], We would like to apologize for any inconvenience you may have experienced. We have received your complaint with Revdex.com and want to ensure that you were offered a satisfactory resolution. Our system indicates your customer ID is [redacted] and a warranty order was placed for a...
X1000. The tracking number shows: [redacted] that the product was shipped on 07/21/2017 and it was delivered 07/26/2017.If this information is incorrect please give us a call right away, so we can update our system. you can email us directly at [email protected] or call us at 1-888-289-2730.Thank you
Dear [redacted], We received your recent complaint to the Revdex.com on one of our products. In our search for your account we found that your customer ID: 54691 Order 62838, details that a X1000 Rotor Assembly has been shipped out to you via USPS with a tracking...
number: [redacted]. The warranty claim has been honored and has been shipped. We apologize for any inconvenience you may have experience and encourage you to give us a call if any future questions arise.Thank you RS Team 1-888-289-2730
The gift card process is new to us as a company and we have run into some obstacles along the way. We have been working as fast as we can to get these gift cards sent out to people. We have processed the gift card through egifter.com on 12/30/16. I will be sending the customer the confirmation...
Complaint: [redacted]
I am rejecting this response because:
II have already tried to return this product 5o the business and was told they could not help. In turn I contacted polygroup and let them know this. This is stated IN THIS COMPLAINT. I will of course try again to contact polygroup and get this resolved but I am not going to stop my directives through the Revdex.com till it is indeed resolved.
Sincerely,
[redacted]
I want to apologize for the order that was cancelled on 2/11/16. There should have more research done before the order was cancelled. We did place another order to have the correct lights sent out, but they are currently out of stock. I understand the the customer has already waited a year for the...
lights to be sent to them, and I don't believe they should have to continue to wait. We have the customers receipt on file so I am going to email the customer back today on 12/14/16 and offer to send her a gift card for the cost of the lights. That way the customer can buy some new lights and they will not have to wait any longer.
Dear [redacted], We have received your complaint made to Revdex.com about your Polygroup pool. We have also researched your account 48578 and it seems that Underwater Peel & Stick Vinyl Pool Patches were shipped on 07/20/2017. According to the USPS tracking...
number: [redacted] the pool patches were delivered 07/22/2017. If this is not correct, please give us a call right away at 1-888-289-2730. On the other hand, your pool liner is still under Manufacturer's Limited Warranty. If the leak persists even after applying the pool patch, please call our warranty department to have that liner replaced within the 90 days of purchase. If you need any further assistance feel free to email us directly at [email protected] Thank you Irving RSupport Team1.888.289.2730
Complaint: [redacted]I am rejecting this response because:i have to pay someone to take this off I was willing then they said I have to open it up i'm not going to do this I am willing to send it to them and pay postage for a different pump motor. if they are willing to let me send it to them and they can see whats wrong with it I can pay someone to come help me I am 58 yr old woman on disability cant move around to good.Sincerely,[redacted]
We have received a letter of complaint from your office dated May 20, 2015 regarding the purchase of a Summer Escapes Framed Pool with pump by consumer [redacted].We certainly understand the consumer’s frustrations; our goal is to service our consumers to the best of our abilities, knowing we...
cannot rectify every situation to their satisfaction.We value our customers and we are willing to assist consumer [redacted] by assisting her with a discount towards the purchase of a new pool pump. I called the consumer yesterday morning around 8:30am MST and I left a voice message, asking consumer [redacted] to please return my call. As part of our warranty process, it is the consumer's responsibility to provide Polygroup with a copy of their original receipt upon request as stated in their owner’s manual under the limited warranty. Pumps are covered under a 180 day warranty from the date of purchase as stated under the limited warranty.Please have the consumer contact me at #1-[redacted], this is a voice mailbox and if the consumer will leave a call back number, attention [redacted], I will return the call back as quickly as I can.I look forward to assisting consumer [redacted] with her pool pump.Sincerely,[redacted]Operations Support Specialist
Dear Consumer, We are sorry to hear you are experiencing difficulties with your product. We are currently opened Mon-Fri 8am-4pm MST. Our season hours will change in a couple of weeks and we will be opened Mon-Fri 6am-7pm and Saturday 7am-5pm MST. Feel free to give us a call and we can...
help you troubleshoot or open a warranty claim for you. Thank you
Revdex.com:
I did receive a call from this business, unfortunately, I was at work and could not answer the call. After hearing the message on my answering machine, I too, called the number the business left me. I called on the 19th and on the 20th, to NO AVAIL. The recording told me that an agent would get back to me on the next business day. When I checked my id caller, the business' number only showed once. Therefore, I have put forth twice as much effort to resolve this issue, as they have. I called twice. They called once. As for my accepting their response: Yes I do agree they called once, but I still do not have a pump for my pool. I guess I will have to wait and see what the next few days, bring my way. I am fully disgusted with this issue and this company. Where I come from, common courtesy goes a long ways. This company has shown none.
Dear [redacted], Thank you for your quick response. We would like to bring to attention, that in our previous response we offered to replace the complete liner under manufacturer's limited warranty, if the patches were of no avail. In your response you are requesting a refund. Howbeit, this is not an option that we can provide. This is the reason why. Polygroup is the manufacturer for these Summer Waves pools. Polygroup did not collect the currency the consumer spent to purchase this pool, therefore we cannot reimburse something that wasn't collected. If you have any additional questions or concerns, please feel free to give us a call at 1-888-289-2730 or send us a direct email to [email protected] If you prefer that we contact you via phone, please respond with a good contact phone number.Thank youRS Team
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. Sincerely, [redacted]
Regarding: Case #[redacted]
We have received a letter of complaint from your office dated June 6, 2015, regarding the purchase of a a ProSeries 16' X 48" Ultra Frame Swimming Pool with Deluxe Kit and pump by consumer [redacted]. We certainly understand the consumer’s...
frustrations; our goal is to service our consumers to the best of our abilities, knowing we cannot rectify every situation to their satisfaction.
We value our customers and we are willing to assist consumer [redacted] by assisting her with a warranty claim on her pool pump. I called and spoke with the consumer this afternoon and explained that we had not received the copy of her receipt or the cut GFCI pump cord. As part of our warranty process, it is the consumer’s responsibility to provide Polygroup with a copy of their original receipt upon request as stated in their owner’s manual under the limited warranty. I explained to the consumer [redacted], that if she would resend a copy of her receipt and photo showing she has cut her GFCI pump cord by email, that Polygroup would honor her warranty claim for a pump replacement at no cost to her, but since her pump warranty has expired this new pump replacement would not come with a warranty on it and consumer [redacted] stated that she understood and was okay with that.
Once I have received the necessary documentation needed from the consumer, her warranty claim will be processed at that time.
Consumer [redacted] has been assisted.
Sincerely,
EstherOperations Support Specialist#1-888-289-2730
The pumps are used to circulate and filter the water of debris. In order to keep the pool clean there are several chemical levels to keep balanced. These levels should be checked every day or two until you are familiar with the maintenance schedule. Your local pool store can help...
determine the chemicals needed. No matter how big the pump is, it will never keep a pool clean without the proper chemicals.
We have been working as quickly as we can to get the gift card sent out to this customer. I will email the customer the tracking number for her card. It is being sent through USPS priority mail.
The gift card program is something new that has been implemented into our company so that we can offer customers refunds on items that we will not have back in stock this year. We have been working our best to get these gift cards out to customers. We understand that having to wait and being told...
different time frames can become frustrating. Like we have told the customer we have been working on different avenues to get these gift cards sent. The customers card has been processed as of 12/8/16. The confirmation number is [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. Sincerely, [redacted]
We have received a letter of complaint from your office dated October 15, 2015, regarding the purchase of a Summer Escapes Framed Pool with pump by consumer [redacted].We certainly understand the consumer’s frustrations; our goal is to service our consumers to the best of our abilities, knowing...
we cannot rectify every situation to their satisfaction.We value our customers and we are willing to assist consumer [redacted] by assisting him with a warranty claim for his bent pool frame pieces. I called and spoke to consumer [redacted] yesterday afternoon and I apologized that he had not been assisted when he first called in to Polygroup. I explained that I would honor his pool warranty and would replace the bent vertical pool legs and his pool liner if needed. As part of our warranty process, it is the consumer’s responsibility to provide Polygroup with a copy of their original receipt upon request as stated in their owner’s manual under the limited warranty. The consumer stated that he has disposed of his entire pool liner, frame and filtration system and that he no longer has his receipt. I explained that Polygroup is a warranty company and that we warranty part per part, we do not issue monetary refunds.At this time I have assisted consumer [redacted] to the best of my ability.Sincerely,[redacted]Operations Support Specialist
Complaint: [redacted]
I am rejecting this response because: I purchased this pool 5/29/2017 and it came with a hole in the side, there is currently a temporary patch on the hole that will not be a permanent fix. to cut a whole in the liner will completely shut the pool down for the rest of the season. the pool was purchased with a hole. It should be the companies responsibility to make the situation correct.
Sincerely,
[redacted]
No further contact can be given at this time. The customer has been sent a gift card
Dear [redacted], We would like to apologize for any inconvenience you may have experienced. We have received your complaint with Revdex.com and want to ensure that you were offered a satisfactory resolution. Our system indicates your customer ID is [redacted] and a warranty order was placed for a...
X1000. The tracking number shows: [redacted] that the product was shipped on 07/21/2017 and it was delivered 07/26/2017.If this information is incorrect please give us a call right away, so we can update our system. you can email us directly at [email protected] or call us at 1-888-289-2730.Thank you
Dear [redacted], We received your recent complaint to the Revdex.com on one of our products. In our search for your account we found that your customer ID: 54691 Order 62838, details that a X1000 Rotor Assembly has been shipped out to you via USPS with a tracking...
number: [redacted]. The warranty claim has been honored and has been shipped. We apologize for any inconvenience you may have experience and encourage you to give us a call if any future questions arise.Thank you RS Team 1-888-289-2730
The gift card process is new to us as a company and we have run into some obstacles along the way. We have been working as fast as we can to get these gift cards sent out to people. We have processed the gift card through egifter.com on 12/30/16. I will be sending the customer the confirmation...
number through email.
Complaint: [redacted]
I am rejecting this response because:
II have already tried to return this product 5o the business and was told they could not help. In turn I contacted polygroup and let them know this. This is stated IN THIS COMPLAINT. I will of course try again to contact polygroup and get this resolved but I am not going to stop my directives through the Revdex.com till it is indeed resolved.
Sincerely,
[redacted]
I want to apologize for the order that was cancelled on 2/11/16. There should have more research done before the order was cancelled. We did place another order to have the correct lights sent out, but they are currently out of stock. I understand the the customer has already waited a year for the...
lights to be sent to them, and I don't believe they should have to continue to wait. We have the customers receipt on file so I am going to email the customer back today on 12/14/16 and offer to send her a gift card for the cost of the lights. That way the customer can buy some new lights and they will not have to wait any longer.
Dear [redacted], We have received your complaint made to Revdex.com about your Polygroup pool. We have also researched your account 48578 and it seems that Underwater Peel & Stick Vinyl Pool Patches were shipped on 07/20/2017. According to the USPS tracking...
number: [redacted] the pool patches were delivered 07/22/2017. If this is not correct, please give us a call right away at 1-888-289-2730. On the other hand, your pool liner is still under Manufacturer's Limited Warranty. If the leak persists even after applying the pool patch, please call our warranty department to have that liner replaced within the 90 days of purchase. If you need any further assistance feel free to email us directly at [email protected] Thank you Irving RSupport Team1.888.289.2730
Complaint: [redacted]I am rejecting this response because:i have to pay someone to take this off I was willing then they said I have to open it up i'm not going to do this I am willing to send it to them and pay postage for a different pump motor. if they are willing to let me send it to them and they can see whats wrong with it I can pay someone to come help me I am 58 yr old woman on disability cant move around to good.Sincerely,[redacted]
We have received a letter of complaint from your office dated May 20, 2015 regarding the purchase of a Summer Escapes Framed Pool with pump by consumer [redacted].We certainly understand the consumer’s frustrations; our goal is to service our consumers to the best of our abilities, knowing we...
cannot rectify every situation to their satisfaction.We value our customers and we are willing to assist consumer [redacted] by assisting her with a discount towards the purchase of a new pool pump. I called the consumer yesterday morning around 8:30am MST and I left a voice message, asking consumer [redacted] to please return my call. As part of our warranty process, it is the consumer's responsibility to provide Polygroup with a copy of their original receipt upon request as stated in their owner’s manual under the limited warranty. Pumps are covered under a 180 day warranty from the date of purchase as stated under the limited warranty.Please have the consumer contact me at #1-[redacted], this is a voice mailbox and if the consumer will leave a call back number, attention [redacted], I will return the call back as quickly as I can.I look forward to assisting consumer [redacted] with her pool pump.Sincerely,[redacted]Operations Support Specialist
Dear Consumer, We are sorry to hear you are experiencing difficulties with your product. We are currently opened Mon-Fri 8am-4pm MST. Our season hours will change in a couple of weeks and we will be opened Mon-Fri 6am-7pm and Saturday 7am-5pm MST. Feel free to give us a call and we can...
help you troubleshoot or open a warranty claim for you. Thank you
Revdex.com:
I did receive a call from this business, unfortunately, I was at work and could not answer the call. After hearing the message on my answering machine, I too, called the number the business left me. I called on the 19th and on the 20th, to NO AVAIL. The recording told me that an agent would get back to me on the next business day. When I checked my id caller, the business' number only showed once. Therefore, I have put forth twice as much effort to resolve this issue, as they have. I called twice. They called once. As for my accepting their response: Yes I do agree they called once, but I still do not have a pump for my pool. I guess I will have to wait and see what the next few days, bring my way. I am fully disgusted with this issue and this company. Where I come from, common courtesy goes a long ways. This company has shown none.
Dear [redacted], Thank you for your quick response. We would like to bring to attention, that in our previous response we offered to replace the complete liner under manufacturer's limited warranty, if the patches were of no avail. In your response you are requesting a refund. Howbeit, this is not an option that we can provide. This is the reason why. Polygroup is the manufacturer for these Summer Waves pools. Polygroup did not collect the currency the consumer spent to purchase this pool, therefore we cannot reimburse something that wasn't collected. If you have any additional questions or concerns, please feel free to give us a call at 1-888-289-2730 or send us a direct email to [email protected] If you prefer that we contact you via phone, please respond with a good contact phone number.Thank youRS Team
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. Sincerely, [redacted]
Regarding: Case #[redacted]
We have received a letter of complaint from your office dated June 6, 2015, regarding the purchase of a a ProSeries 16' X 48" Ultra Frame Swimming Pool with Deluxe Kit and pump by consumer [redacted]. We certainly understand the consumer’s...
frustrations; our goal is to service our consumers to the best of our abilities, knowing we cannot rectify every situation to their satisfaction.
We value our customers and we are willing to assist consumer [redacted] by assisting her with a warranty claim on her pool pump. I called and spoke with the consumer this afternoon and explained that we had not received the copy of her receipt or the cut GFCI pump cord. As part of our warranty process, it is the consumer’s responsibility to provide Polygroup with a copy of their original receipt upon request as stated in their owner’s manual under the limited warranty. I explained to the consumer [redacted], that if she would resend a copy of her receipt and photo showing she has cut her GFCI pump cord by email, that Polygroup would honor her warranty claim for a pump replacement at no cost to her, but since her pump warranty has expired this new pump replacement would not come with a warranty on it and consumer [redacted] stated that she understood and was okay with that.
Once I have received the necessary documentation needed from the consumer, her warranty claim will be processed at that time.
Consumer [redacted] has been assisted.
Sincerely,
EstherOperations Support Specialist#1-888-289-2730
The pumps are used to circulate and filter the water of debris. In order to keep the pool clean there are several chemical levels to keep balanced. These levels should be checked every day or two until you are familiar with the maintenance schedule. Your local pool store can help...
determine the chemicals needed. No matter how big the pump is, it will never keep a pool clean without the proper chemicals.
We have been working as quickly as we can to get the gift card sent out to this customer. I will email the customer the tracking number for her card. It is being sent through USPS priority mail.
The gift card program is something new that has been implemented into our company so that we can offer customers refunds on items that we will not have back in stock this year. We have been working our best to get these gift cards out to customers. We understand that having to wait and being told...
different time frames can become frustrating. Like we have told the customer we have been working on different avenues to get these gift cards sent. The customers card has been processed as of 12/8/16. The confirmation number is [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. Sincerely, [redacted]