We offer 2 floor plans for our spas. Bench or Lounge. Having 2 choices helps narrow the window for error. Mrs. [redacted] chose and signed paperwork clearly indicating a "bench model". Both options for "bench" or "lounge" are on display in our store and customers get to choose, in person, which...
model they prefer. Our website also clearly indicates our models and the "bench" model is shown with a clear picture of the unit. Upon delivery Mrs. [redacted] signed the delivery confirmation acknowledging receipt of the correct model spa and accepted delivery. If the wrong model arrived the delivery should have been refused. If it was the wrong model that was delivered, I would assume that Mrs. [redacted] desired settlement would be to have the correct model delivered but instead she is asking for a 25% refund. [redacted]'s (the sales representative) departure from our company was in no way a result of erroneous orders or misrepresentation of our product. We delivered the model on the paperwork that she signed for and accepted. No refund of any kind will be issued.
Initial Business Response /* (1000, 5, 2016/07/27) */
Contact Name and Title: [redacted] Operations Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@secardpools.com
To say that we are terrible about fixing problems is a serious stretch of the truth. In fact, I think what makes our company...
great is that when there is a problem, we never turn our back on our customers. No matter the severity or simplicity. We have been to Mrs. [redacted]'s home for warranty related issues and non warranty related issues as well. Each visit has been timely based on the urgency of the problem. On several occasions we were called out for what were said to be equipment problems but only turned out to be a dirty filter which is the customer responsibility to maintain. I would not like to see Mrs. [redacted] to disappear as she's stated. As a matter of fact, a great majority of our business comes from returning customers. We appreciate her business and hope to serve her in the future. As far as the pricing of the pool goes, each of our customers is given a custom estimate based on their design. It is not until they are in agreement with the design and pricing that we start the project. We will reach out to Mrs. [redacted] to discuss an extension in the warranty.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had nothing but trouble with my [redacted] Pool right after the installment. Everything was going wrong & has continued to do so throughout this entire year. I am only asking for 3 things from [redacted]: 1.Another year's warranty since my warranty expires on 8/5/16; 2. my entire deck needs to be replaced; 3. I did sign to pay for the pool, a deck, cement around one side of the pool, etc., but I found out from 3 pool experts who came to my home separately that I overpaid by $30,000 for this entire job. I want to be refunded for some of this because I've had to endure a "lemon" for a pool. Mr. [redacted] says some complaints to [redacted] were my problems - that may be so, but I was told the night the pool was finished that I would only have to clean the filter every 6 months & the same was true for adding salt to my salt water pool Both of those statement were NOT true. The filter needs to be cleaned monthly & my panel showed a red light over & over claiming I needed to add salt. Then the entire salt system stopped working! These are the things I've had to deal with & it is crazy to spend all the $$ for a pool that has truly been a lemon. I want [redacted] to do the 3 items I mentioned above - at the very least! Mr. [redacted] has danced around those 3 issues & won't comply. I have also been seeking help from a troubleshooter at NBC for help. Sometimes items aren't working correctly - I understand that, but an entire year's worth of problem after problem with this pool? Really? I don't think I am asking for much! Please comply with my 3 items Mr. [redacted]! That is the least you can do at this point!
Final Consumer Response /* (2000, 11, 2016/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2016/07/28) */
We received an email from Mrs. [redacted] this afternoon with the following:
"Thank you [redacted], for sending me this email message.
I am grateful to hear that my warranty for the pool has been extended for another year as of 8/5/16. That is actually the day of my birthday so that is a good gift!
I will see how the deck progresses within the next month or so. Hopefully it will be ok & it will fade to be one shade of gray. You have been very helpful to me & I do appreciate it. I have really been stressed about having a pool for almost one year that has not worked normally.
I will wait to hear from [redacted]. about a refund. He did email me about everything I signed up for at the beginning of the pool. I knew it was a lot more than I'd wanted to spend, but I assumed I was paying for the concrete sidewalk, the deck, steps up & down from the deck, etc. Now that I had the 3 experts out separately who all said that I'd overpaid by so many thousands of dollars ($30,000 to be exact) & since this pool has caused me so much trouble, I should definitely be reimbursed. I hope [redacted] will be in touch with me about this soon.
Thank you for getting back to me on this [redacted]. The Revdex.com even said this is a solid case for court if I am not compensated money-wise & for the pool being fixed completely. It's been a real struggle.
Again, I appreciate your help in this [redacted].
Regards,
[redacted]"
Therefore, it sounds like the only remaining issue is the refund she is requesting. We are happy to stand behind the work that we have performed. However, a $30,000 refund is completely ridiculous. There will be no refund issued for work that was completed for the price that was agreed upon.
We back up our products and the work we perform. We put warranties in place to give our customers the assurance that we will stand behind our work. However, we frequently go above and beyond what is required of us in the warranties to take care of our customers. Such as this instance where we...
repaired a liner that was clearly damaged by the homeowner at no charge. Unfortunately we were not given an opportunity to offer that service this time. Had we been given the chance, we may have been able to repair the problem without having to replace the entire liner. Unfortunately this customer did not give us that opportunity and instead called out another "expert" who instead of offering helpful advice to save a 2 year old liner told the customer the liner was bad and to sue Secard's. Of course, so he can get another sale. I would suggest to any other customer's to call us (the real experts) first so we can steer you in the right direction. We are not a company that thrives off of upselling customers on items they do not need. On another note, we may be great at building pools but we are not the best at hacking emails. That's a new one...
I am rejecting this response because: Secard Pools refuses to take any responsibility for the errors of a former employee. However, I will not be pursuing this matter any further through this channel, as I accept the limitations of the Revdex.com's intervention, given that I have no video records to provide of my exchanges with the employee in question nor audio records of my phone exchanges with another employee confirming the first's error. I cannot claim to be "satisfied" with the result of my complaint, nevertheless, as I stand behind my claim that Secard Pools is a bad actor in this matter.
We offer 2 floor plans for our spas. Bench or Lounge. Having 2 choices helps narrow the window for error. Mrs. [redacted] chose and signed paperwork clearly indicating a "bench model". Both options for "bench" or "lounge" are on display in our store and customers get to choose, in person, which...
model they prefer. Our website also clearly indicates our models and the "bench" model is shown with a clear picture of the unit. Upon delivery Mrs. [redacted] signed the delivery confirmation acknowledging receipt of the correct model spa and accepted delivery. If the wrong model arrived the delivery should have been refused. If it was the wrong model that was delivered, I would assume that Mrs. [redacted] desired settlement would be to have the correct model delivered but instead she is asking for a 25% refund. [redacted]'s (the sales representative) departure from our company was in no way a result of erroneous orders or misrepresentation of our product. We delivered the model on the paperwork that she signed for and accepted. No refund of any kind will be issued.
Initial Business Response /* (1000, 5, 2016/07/27) */
Contact Name and Title: [redacted] Operations Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@secardpools.com
To say that we are terrible about fixing problems is a serious stretch of the truth. In fact, I think what makes our company...
great is that when there is a problem, we never turn our back on our customers. No matter the severity or simplicity. We have been to Mrs. [redacted]'s home for warranty related issues and non warranty related issues as well. Each visit has been timely based on the urgency of the problem. On several occasions we were called out for what were said to be equipment problems but only turned out to be a dirty filter which is the customer responsibility to maintain. I would not like to see Mrs. [redacted] to disappear as she's stated. As a matter of fact, a great majority of our business comes from returning customers. We appreciate her business and hope to serve her in the future. As far as the pricing of the pool goes, each of our customers is given a custom estimate based on their design. It is not until they are in agreement with the design and pricing that we start the project. We will reach out to Mrs. [redacted] to discuss an extension in the warranty.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had nothing but trouble with my [redacted] Pool right after the installment. Everything was going wrong & has continued to do so throughout this entire year. I am only asking for 3 things from [redacted]: 1.Another year's warranty since my warranty expires on 8/5/16; 2. my entire deck needs to be replaced; 3. I did sign to pay for the pool, a deck, cement around one side of the pool, etc., but I found out from 3 pool experts who came to my home separately that I overpaid by $30,000 for this entire job. I want to be refunded for some of this because I've had to endure a "lemon" for a pool. Mr. [redacted] says some complaints to [redacted] were my problems - that may be so, but I was told the night the pool was finished that I would only have to clean the filter every 6 months & the same was true for adding salt to my salt water pool Both of those statement were NOT true. The filter needs to be cleaned monthly & my panel showed a red light over & over claiming I needed to add salt. Then the entire salt system stopped working! These are the things I've had to deal with & it is crazy to spend all the $$ for a pool that has truly been a lemon. I want [redacted] to do the 3 items I mentioned above - at the very least! Mr. [redacted] has danced around those 3 issues & won't comply. I have also been seeking help from a troubleshooter at NBC for help. Sometimes items aren't working correctly - I understand that, but an entire year's worth of problem after problem with this pool? Really? I don't think I am asking for much! Please comply with my 3 items Mr. [redacted]! That is the least you can do at this point!
Final Consumer Response /* (2000, 11, 2016/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2016/07/28) */
We received an email from Mrs. [redacted] this afternoon with the following:
"Thank you [redacted], for sending me this email message.
I am grateful to hear that my warranty for the pool has been extended for another year as of 8/5/16. That is actually the day of my birthday so that is a good gift!
I will see how the deck progresses within the next month or so. Hopefully it will be ok & it will fade to be one shade of gray. You have been very helpful to me & I do appreciate it. I have really been stressed about having a pool for almost one year that has not worked normally.
I will wait to hear from [redacted]. about a refund. He did email me about everything I signed up for at the beginning of the pool. I knew it was a lot more than I'd wanted to spend, but I assumed I was paying for the concrete sidewalk, the deck, steps up & down from the deck, etc. Now that I had the 3 experts out separately who all said that I'd overpaid by so many thousands of dollars ($30,000 to be exact) & since this pool has caused me so much trouble, I should definitely be reimbursed. I hope [redacted] will be in touch with me about this soon.
Thank you for getting back to me on this [redacted]. The Revdex.com even said this is a solid case for court if I am not compensated money-wise & for the pool being fixed completely. It's been a real struggle.
Again, I appreciate your help in this [redacted].
Regards,
[redacted]"
Therefore, it sounds like the only remaining issue is the refund she is requesting. We are happy to stand behind the work that we have performed. However, a $30,000 refund is completely ridiculous. There will be no refund issued for work that was completed for the price that was agreed upon.
We back up our products and the work we perform. We put warranties in place to give our customers the assurance that we will stand behind our work. However, we frequently go above and beyond what is required of us in the warranties to take care of our customers. Such as this instance where we...
repaired a liner that was clearly damaged by the homeowner at no charge. Unfortunately we were not given an opportunity to offer that service this time. Had we been given the chance, we may have been able to repair the problem without having to replace the entire liner. Unfortunately this customer did not give us that opportunity and instead called out another "expert" who instead of offering helpful advice to save a 2 year old liner told the customer the liner was bad and to sue Secard's. Of course, so he can get another sale. I would suggest to any other customer's to call us (the real experts) first so we can steer you in the right direction. We are not a company that thrives off of upselling customers on items they do not need. On another note, we may be great at building pools but we are not the best at hacking emails. That's a new one...
I am rejecting this response because: Secard Pools refuses to take any responsibility for the errors of a former employee. However, I will not be pursuing this matter any further through this channel, as I accept the limitations of the Revdex.com's intervention, given that I have no video records to provide of my exchanges with the employee in question nor audio records of my phone exchanges with another employee confirming the first's error. I cannot claim to be "satisfied" with the result of my complaint, nevertheless, as I stand behind my claim that Secard Pools is a bad actor in this matter.