6/9=Mr [redacted] called; the heat pump is covered by the manufacturer's warranty, not his business'sThe customer's complaint is with the manufacturerHowever, Mr [redacted] is pursuing the matter with the manufacturer's supplier on the customer's behalf because he believes in good customer serviceThe parts the customer received from the manufacturer did not workMr [redacted] has been in touch with the manufacturer's supplier a number of times, including today, for an answerMr [redacted] understands and shares the customer's frustration with the situationThat is why he has made it his business to pursue this matterHis customer deserves better customer service from the manufacturer and supplierHe hopes to have a resolution for the customer in the near future
[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] ***
Ms [redacted] did call about a problem with her pool pump and asked to have someone to go out and see what the problem wasUnfortunately, as much as we would have liked to, we were booked up and could not respond quicklyWe asked her if she would bring the motor in and we would check it out immediatelyShe send a man in with the motor, we checked it out and found it was not repairableWe sold the man another motor and told him to make sure he checked out weather they had a or volt circuit since the motor can be wired either wayWe showed the man how to wire it properly and he left with the motorApparently he wired it incorrectly and it burned outEven though the pool and pump have been out of warranty for years we will be willing to give Ms [redacted] a new motor at no charge Sincerely, Ron Moss
[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]
All American Pools has to the best of our understanding resolved all of Mr***'s problems except a cap which is on order from the gas company that was brokenAs soon as that comes in we hope everything is OK. Sincerely *** ***
Please be advised that the first I learned of the problem Mr*** has had with his heat pump was Saturday, May 14, I called our supplier the first chance I had which was the morning of Monday, May 16, I told them to contact Aqua Comfort (not Aqua Cool) so that the problem is resolved
quicklyThis sort of situation is not acceptable and will be fixed as soon as possibleI apologize to Mr*** for the problem which he should not have had to deal with in the first place. Sincerely, *** ***
Even though the pump in question has been out of warranty for years and Ms***'s version of the the problem is totally different than ours, in order to end this problem All American Pools will be willing to mail a check for $289.00, $for the purchase of the motor from All American pools plus $for the repairs Ms*** had done, if approved
We responded to the complaint some time agoTo bring everything up to date we informed Mrs*** that because the temperature is well below degrees and her back yard will have to dry out for at least or days in order to install the liner properly we will install her liner as early as the weather permits in 2018. Sincerely Ron Moss
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.] I will be glad to accept their response when this matter is fixedAlso *** may say this is the first time he has heard of this but the Colerain store (Jeff) my salesman, knew about it all alongHe was the one to put me in touch with Aqua Comfort and was also the one who told me he would work something out with my neighbor to get him paid or work it out with Aqua and see if it could be splitHe told me the Ohio Pike store said it submit a work order (which he did for $or so) for the many hours he worked on it and was on the phone with Aqua rep Bill in FloridaThen when submitted he was told wasn't approved so it made an as out of me and cost me moneyThis unit needs to be replaced with a HAYWARD unit and I will be very happyUntil then, I will not accept anything and will make sure everyone I know does not do business with All American Pools
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
After bringing the pump motor into AAP facility over an hour away, the service tech (Frank) determined the old motor was "shot." So a NEW one was purchased for $Frank had to change out the flange assy that mounts on the top to use the old one, but needed to put in a new seal kitOnce the maintenance man returned with the new motor and mounted it, the pump would not startI again phoned Frank explaining the new motor would not fire up the pumpI asked at that time could be please let Kevin know, and also Bob, the individual who sold me the poolFrank said he wouldNo further call was forthcoming from AAP to this customerNone.On July 20, 2017, I contacted a local electrician in *** County who came out and found that the pump motor had a loose wire connectionFrank had not correctly wired the flange assy when he changed it out from the old pump motorAlso, the seal kit Frank had "replaced" was simply put over the old oneHe hadn't removed the old one to install the new one, merely covered it upThis prevented the impeller from moving freely. I had to pay the electrician $60, plus the pool maintenance man to fix this crappy workmanship that I paid good money forAAP has crappy customer serviceI've attached electrician's statement.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer
I reviewed appear below
7/1=Mr*** called to say the complaint has not been resolved for the following reasons: The broken septic collar has not been replaced, there is an exposed hole in the yard, the broken LP gas tank lid has not been replaced, the dirt has not been spread, three drains are not covered, and he has not heard from the wall contractorThis job is not finishedThe business has not kept in communication with him, and he has to initiate all the follcalls with this businessMore contact by the business is needed
Regards,
*** ***
We had the liner scheduled for installation and they did not show and my husband had to call them and they told us they were on an install job and could not comeThe weather was nice and it was dryWe had a contractor come to check our yard to see why the water was draining toward the pool it never drained that way before the pool was put inHe said they dug the pool down and did not raise the level around the pool so they changed the drainage of our yard we ask for the solution and he recommend we install a pump in the ground to drain the water away from the poolWe did thatOur yard has been dry and the pool has concrete all around itThey told me to drain my pool for the new liner and we didWe did not prime the motor because we were told they will be putting the new liner in and it would need filled againNow we have a drained pool that is not winterized and they don't careMy pool walls will be messed up this winter? What can I do? They do not care about my job they already have their money! They have never even called me! Worst customer service ever! I don't think other people should have to go through this stress!! Please help before winter!
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.
Thank you for coming out to close my pool for me. I understand that you will be coming out in the spring to install the liner but that does not resolve my concerns about the sundeck. Please resolve the issues with the sundeck during install of the new liner.
Regards,
[redacted] And [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.
I have not heard from the company. Also I did not buy the product from the Manufacturer I bought it from All-American Pools, so Mr. [redacted]'s thoughts and response means nothing. It's the normal pass the buck. Why sell a product you will not service or stand up for. We are no further along than what we were at the beginning. NO ONE wants to take blame, NO ONE wants to fix it, NO ONE stands behind it, so far NO ONE gives a rats behind about it. At this time I still have a nice looking, non-working piece of junk ornament by my pool which does not work. I will not accept any responses until it is replaced, PERIOD. Mr. [redacted] will just have to open his checkbook and send his boys out here with a new one or this will go on forever.
Regards,
[redacted]
As we told Mrs. [redacted] All American Pools will install her new liner at no charge and provide 10 bags of pool salt also at no charge. But we can not do it until the conditions are right. Since Mrs. Frank's yard holds water we would need a number of dry days and a temperature of at least 55 to 60...
degrees. To install it without those conditions would not accomplish anything. We apologize for the delay and would like nothing better than have the job done correctly and Mrs. frank's satisfied. Sincerely, Ron Moss
Ms. [redacted] did call about a problem with her pool pump and asked to have someone to go out and see what the problem was. Unfortunately, as much as we would have liked to, we were booked up and could not respond quickly. We asked her if she would bring the motor in and we would check it out...
immediately. She send a man in with the motor, we checked it out and found it was not repairable. We sold the man another motor and told him to make sure he checked out weather they had a 110 or 220 volt circuit since the motor can be wired either way. We showed the man how to wire it properly and he left with the motor. Apparently he wired it incorrectly and it burned out. Even though the pool and pump have been out of warranty for years we will be willing to give Ms. [redacted] a new motor at no charge. Sincerely, Ron Moss
[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]
6/9=Mr [redacted] called; the heat pump is covered by the manufacturer's warranty, not his business'sThe customer's complaint is with the manufacturerHowever, Mr [redacted] is pursuing the matter with the manufacturer's supplier on the customer's behalf because he believes in good customer serviceThe parts the customer received from the manufacturer did not workMr [redacted] has been in touch with the manufacturer's supplier a number of times, including today, for an answerMr [redacted] understands and shares the customer's frustration with the situationThat is why he has made it his business to pursue this matterHis customer deserves better customer service from the manufacturer and supplierHe hopes to have a resolution for the customer in the near future
We will find out what the problem with the sun deck is at the time of the free installation of the pool liner Ron Moss
[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] ***
Ms [redacted] did call about a problem with her pool pump and asked to have someone to go out and see what the problem wasUnfortunately, as much as we would have liked to, we were booked up and could not respond quicklyWe asked her if she would bring the motor in and we would check it out immediatelyShe send a man in with the motor, we checked it out and found it was not repairableWe sold the man another motor and told him to make sure he checked out weather they had a or volt circuit since the motor can be wired either wayWe showed the man how to wire it properly and he left with the motorApparently he wired it incorrectly and it burned outEven though the pool and pump have been out of warranty for years we will be willing to give Ms [redacted] a new motor at no charge Sincerely, Ron Moss
[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]
All American Pools has to the best of our understanding resolved all of Mr***'s problems except a cap which is on order from the gas company that was brokenAs soon as that comes in we hope everything is OK. Sincerely *** ***
Please be advised that the first I learned of the problem Mr*** has had with his heat pump was Saturday, May 14, I called our supplier the first chance I had which was the morning of Monday, May 16, I told them to contact Aqua Comfort (not Aqua Cool) so that the problem is resolved
quicklyThis sort of situation is not acceptable and will be fixed as soon as possibleI apologize to Mr*** for the problem which he should not have had to deal with in the first place. Sincerely, *** ***
Even though the pump in question has been out of warranty for years and Ms***'s version of the the problem is totally different than ours, in order to end this problem All American Pools will be willing to mail a check for $289.00, $for the purchase of the motor from All American pools plus $for the repairs Ms*** had done, if approved
We responded to the complaint some time agoTo bring everything up to date we informed Mrs*** that because the temperature is well below degrees and her back yard will have to dry out for at least or days in order to install the liner properly we will install her liner as early as the weather permits in 2018. Sincerely Ron Moss
Revdex.com:
s out of me and cost me moneyThis unit needs to be replaced with a HAYWARD unit and I will be very happyUntil then, I will not accept anything and will make sure everyone I know does not do business with All American Pools
I have reviewed the response made by the business in reference to complaint ID ***, 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.] I will be glad to accept their response when this matter is fixedAlso *** may say this is the first time he has heard of this but the Colerain store (Jeff) my salesman, knew about it all alongHe was the one to put me in touch with Aqua Comfort and was also the one who told me he would work something out with my neighbor to get him paid or work it out with Aqua and see if it could be splitHe told me the Ohio Pike store said it submit a work order (which he did for $or so) for the many hours he worked on it and was on the phone with Aqua rep Bill in FloridaThen when submitted he was told wasn't approved so it made an a
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
After bringing the pump motor into AAP facility over an hour away, the service tech (Frank) determined the old motor was "shot." So a NEW one was purchased for $Frank had to change out the flange assy that mounts on the top to use the old one, but needed to put in a new seal kitOnce the maintenance man returned with the new motor and mounted it, the pump would not startI again phoned Frank explaining the new motor would not fire up the pumpI asked at that time could be please let Kevin know, and also Bob, the individual who sold me the poolFrank said he wouldNo further call was forthcoming from AAP to this customerNone.On July 20, 2017, I contacted a local electrician in *** County who came out and found that the pump motor had a loose wire connectionFrank had not correctly wired the flange assy when he changed it out from the old pump motorAlso, the seal kit Frank had "replaced" was simply put over the old oneHe hadn't removed the old one to install the new one, merely covered it upThis prevented the impeller from moving freely. I had to pay the electrician $60, plus the pool maintenance man to fix this crappy workmanship that I paid good money forAAP has crappy customer serviceI've attached electrician's statement.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer
I reviewed appear below
7/1=Mr*** called to say the complaint has not been resolved for the following reasons: The broken septic collar has not been replaced, there is an exposed hole in the yard, the broken LP gas tank lid has not been replaced, the dirt has not been spread, three drains are not covered, and he has not heard from the wall contractorThis job is not finishedThe business has not kept in communication with him, and he has to initiate all the follcalls with this businessMore contact by the business is needed
Regards,
*** ***
As of today, the complaint should be resolved. Thank you,*** ***
We had the liner scheduled for installation and they did not show and my husband had to call them and they told us they were on an install job and could not comeThe weather was nice and it was dryWe had a contractor come to check our yard to see why the water was draining toward the pool it never drained that way before the pool was put inHe said they dug the pool down and did not raise the level around the pool so they changed the drainage of our yard we ask for the solution and he recommend we install a pump in the ground to drain the water away from the poolWe did thatOur yard has been dry and the pool has concrete all around itThey told me to drain my pool for the new liner and we didWe did not prime the motor because we were told they will be putting the new liner in and it would need filled againNow we have a drained pool that is not winterized and they don't careMy pool walls will be messed up this winter? What can I do? They do not care about my job they already have their money! They have never even called me! Worst customer service ever! I don't think other people should have to go through this stress!! Please help before winter!
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.
Thank you for coming out to close my pool for me. I understand that you will be coming out in the spring to install the liner but that does not resolve my concerns about the sundeck. Please resolve the issues with the sundeck during install of the new liner.
Regards,
[redacted] And [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.
I have not heard from the company. Also I did not buy the product from the Manufacturer I bought it from All-American Pools, so Mr. [redacted]'s thoughts and response means nothing. It's the normal pass the buck. Why sell a product you will not service or stand up for. We are no further along than what we were at the beginning. NO ONE wants to take blame, NO ONE wants to fix it, NO ONE stands behind it, so far NO ONE gives a rats behind about it. At this time I still have a nice looking, non-working piece of junk ornament by my pool which does not work. I will not accept any responses until it is replaced, PERIOD. Mr. [redacted] will just have to open his checkbook and send his boys out here with a new one or this will go on forever.
Regards,
[redacted]
As we told Mrs. [redacted] All American Pools will install her new liner at no charge and provide 10 bags of pool salt also at no charge. But we can not do it until the conditions are right. Since Mrs. Frank's yard holds water we would need a number of dry days and a temperature of at least 55 to 60...
degrees. To install it without those conditions would not accomplish anything. We apologize for the delay and would like nothing better than have the job done correctly and Mrs. frank's satisfied. Sincerely, Ron Moss
Ms. [redacted] did call about a problem with her pool pump and asked to have someone to go out and see what the problem was. Unfortunately, as much as we would have liked to, we were booked up and could not respond quickly. We asked her if she would bring the motor in and we would check it out...
immediately. She send a man in with the motor, we checked it out and found it was not repairable. We sold the man another motor and told him to make sure he checked out weather they had a 110 or 220 volt circuit since the motor can be wired either way. We showed the man how to wire it properly and he left with the motor. Apparently he wired it incorrectly and it burned out. Even though the pool and pump have been out of warranty for years we will be willing to give Ms. [redacted] a new motor at no charge. Sincerely, Ron Moss
[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]
We will find out what the problem with the sun deck is at the time of the free installation of the pool liner. Ron Moss