Rex TV & Appliance

In response to your complaint filed 7/23/ The pool cleaner you brought in and the cleaner you picked up is the same pool cleanerWe do not sell “used” parts for repairsThe cleaner you brought in was in black garbage bags and disassembledThe cleaner is the same cleaner the original owners of the house purchased in The cleaner is years old and shows some wear but is in good working order If the cleaner was not yours why would you pick it up, pay for it and take it home? Also your accusations that we did not respond to your calls are wrongYour husband was in here talking to our weekend manager about your complaint The manager contacted me about the conversation with your husband and she instructed him to get a hold of me on MondayHe left me a phone message and I returned his call that same dayI left him a message and I never heard backThere was never messages or emailsI take pride in returning calls and messages in a timely fashion and never received any call or email from youJust the one from your husbandPer your request in your complaint I would be willing to refund the money for the repairs to your cleaner as long as you promise to take your business elsewhere Larry [redacted] Valley Pools & Spas

This is in response to ID *** *** ***, As you stated you wanted us to get your pool up and runningA pool opening is getting your pool up and runningIt’s the same thing at the same priceThe crews that do openings/start a pool or get a pool running do not do pool
instructionsThat is done by a separate appointment and if done properly takes about an hour to an hour and a halfWe cannot teach you to run the pool without doing a pool opening/ get the pool up and runningThe handle you are referring to is for your main drain line and is taken off and put in the pump basket when we close the pool to prevent someone turning that valve and destroying the integrity of the closingThere is no attempt to hide anything it’s a matter of safety If you talk to the company that taught you how to operate the pool you will find, to do it properly, they needed the pool open/up and running The time stamp on the work order is June arrive at 2:Leave at 3:that’s minutes not minutesThe work order went through our system on June 21stOver a month later on July 26th you complained to your credit card companyThe credit card company reversed the charges pending investigationOn August they refunded Valley Pools the money which means they found no basis for your complaintNothing in your complaint warrants a refund and is substantiated by your credit card company not refunding the money to youWe did exactly what you asked us to do and charged you appropriately Larry ***

Initial Business Response /* (1000, 5, 2015/07/10) */
I do apologize for the confusionLet me try to explain
Your liner does not have a seam separationTherefore it does not qualify for a pro rated warranty or any warranty
John was put in charge of your caseChris is an installer that John
had look at the liner to verify John's findingsJohn has talked to you numerous times and has told you it is not a seam separation and is not covered under warrantyHe offered you a very good price on a new linerHe has also asked you only talk to him concerning this caseThis helps avoid confusion
The reason the other people you mentioned are involved is you keep calling and talking to people and asking questions about your liner when they're not familiar with your case so they refer you back to JohnYou know I would not hesitate to warranty the liner if it were covered
I would suggest you call a different pool company and get there opinionIt shouldn't cost you anythingIf it differs with our findings have the other pool company call JohnWe can then follow upWe're not perfect maybe we missed something, but I did have two very experienced people look at the liner and come to the same conclusionAgain I'm sorry for your trouble
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Larry, you and John keep referring to each other when I have a question***-call, John***, call Larry over and over each time I call***, call Chris at GHS-his company would do the work instead of Valley
Let me try to explain again: John missed the seam separation as he didn't check the entire linerPeriodIt is what it is-a seam separation by the Birch Tree side of the pool and where the water emptied out-lawn was all saturated and muddy
I expected honesty from Valley Pools
GHS Recreation for Valley sent Jeremy out and he saw the seam separation
The only price was from your parts department for a new liner, since I couldn't get an answer from JohnJackie used to be my sales person for my pools, so I logically thought she might be the contact person for buying a new pool-she deferred to John and LarryI knew parts would know the price for a new liner, so at least I would know that
I still have no idea what a pro-rated liner would be
John did not quote a new liner or a new pool priceJohn referred to GHS Recreation and said Valley wouldn't do the workJohn said Chris would call and he did finally and he sent out Jeremy, who, as aforementioned, actually looked at the entire liner and saw the seam separation
This isn't that hard
I can show John what he missedOr, Larry, you can talk with Jeremy at GHSIt is what it is
Final Consumer Response /* (3000, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am fully capable of taking a picture of it again, as Jeremy already didWhy isn't Valley coming over and cutting out the seam separation? I bought it from Valley Pool-why are you passing the buck to another company?
Ask Jeremy where his photo of the seam separation is? I am disappointed that Valley won't honor Jeremy's photo and wants to pass the buckThis is the second seam separation-and now,2014,obviously a liner manufacturer that doesn't have quality liners
Why isn't Valley coming over to cut it out? Your responsibility, your liner, your pool
John and Jeremy-Jeremy takes a photo of it-interesting
Please advise when Valley is coming to cut it out when I am home-call first and set up a timeBe honest and let's hold the manufacturer to making liners that don't separate at the seams in the future
Final Business Response /* (4000, 13, 2015/07/27) */
I can have John and Jeremy contact you and set an appointmentI will have them both there with youWe can re inspect the liner and have you show them where you think the seam separation isWe will than cut that portion of the liner out and send it in to the factory to get the final determination from the factoryDoes that sound acceptable?

In response to your complaint filed 7/23/2017   The pool cleaner you brought in and the cleaner you picked up is the same pool cleaner. We do not sell “used” parts for repairs. The cleaner you brought in was in black garbage bags and disassembled. The cleaner is the same cleaner the original...

owners of the house purchased in 2013. The cleaner is 4 years old and shows some wear but is in good working order.     If the cleaner was not yours why would you pick it up, pay for it and take it home? Also your accusations that we did not respond to your calls are wrong. Your husband was in here talking to our weekend manager about your complaint.  The manager contacted me about the conversation with your husband and she instructed him to get a hold of me on Monday. He left me a phone message and I returned his call that same day. I left him a message and I never heard back. There was never 4 messages or emails. I take pride in returning calls and messages in a timely fashion and never received any call or email from you. Just the one from your husband. Per your request in your complaint I would be willing to refund the money for the repairs to your cleaner as long as you promise to take your business elsewhere.     Larry [redacted] Valley Pools & Spas