See attachment for original response. The customer stated their telephone calls were not being returnedBoth my office staff and the service manager have returned the customer's calls.The customer stated we did not come out and look at the problemBut we didThe service manager and
personally went to the customer's home on 4/25/to inspect the *** heat pump that the customer said was not properly winterized by my company in the fall of 2015.it was found that the heat pump was not sitting levelThe concrete platform it was sitting on has settled during the past years, causing the water to not drain out of it properlyThe customer Stated that this was my Company's responsibilityI totally disagreeMy company did not build this customer's pool or install the heat pumpThe first time my company serviced this customer's pool was for a pool opening and a pool closing in 2015.I have contacted *** inquiring as to what the warranty value would be on an year old heat pumpI have also sent photos asking if there was any way the heat pump could have been winterized sitting at that angle, I am now waiting to hear back from ***I will be in touch with the customer as soon as I have heard back from ***.If my company is at fault, I am more than willing to pay the customer a depreciated pro-rated valueThe heat pump is eight years old, of which I have confirmed with *** *** *** *** Company where it was originally purchased in 2008.Sincerely,*** ***, Owner
Initial Business Response /* (1000, 5, 2017/02/28) */
Customers complaint was that the chainsaw he received did not work. As per our 30 day return policy we sent him a return label to return the item back to us. Once it was received we sent a replacement that did work. He was sent the same...
chainsaw just a refurbished one.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I bought a new chain saw not a used one. The saw you sent wasn't even reconditioned it was just serviced there for it is used. That is not what I bought. I bought a new one that was defective within the 30 day warranty I want you to honor the warranty and send me the saw I bought. I want a new saw or my money back. If I wanted a used saw I would've save some money and bought a used one but I paid the price for a new one.
Final Business Response /* (4000, 9, 2017/03/08) */
We have emailed you a return label for the item that was sent. Please return it once it is received we will issue a refund for the original amount paid. Thank You.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They do not return phone calls. I have had to call them over an over.When they did not show up to open my pool and I called them, they blamed me, the consumer, for not calling to verify my appointment. However, I had verified the appointment the previous October with the service manager, who told me I was on the books. When I finally did talk to the service manager he confirmed I was on the books, but he had put me on the schedule in the wrong year.They visited my house after I filed my Revdex.com complaint.On a separate call the day of the visit (that I made to them...they have never called me), Shane, the business owner's statement to me over the phone was "the heat pump is not level and even if we had drained it, we might not have gotten all the water out of it." My response to that was, "If that were truly the case, since I hired you to close the pool, wouldn't it be prudent to warn the homeowner of that if you had drained the heat pump?" He agreed that should be the case. His statement confirms that they did not properly close the heat pump. I had to open my own pool because the did not show up and the heat pump drain plug was still in place. The pad has been the same for seven years and every year pool companies have closed the heat pump successfully.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have a letter from [redacted] indicating the heat pump would not drain properly if not level. He admits his team did not do their job and left the heat pump undrained. The other two pool companies that have examined the heat pump told me the heat pump not being level has nothing to do with the issue as the proper way to drain the pump would be to open the drain plug and then, to ensure it was clear, vacuum the pump to remove any remaining water. Again, [redacted] admits Gym and Swim did not correctly drain the heat pump. The email from [redacted] clearly states he DOES NOT do prorating on heat pumps (or "Blue Book" as he calls it) and used Craigslist values instead. He also indicates a condenser replacement would cost about $1,450.00. When I talked to [redacted] I was informed the condenser alone was almost $2,500.00. I will accept Gym and Swim replacing the condenser and fully repairing my damaged heat pump (regardless of the cost). All I want is for the heat pump to be working again. They admit they did the damage, but will not own up to the responsibility of the repair.
Regards,
[redacted]
The fact that the heat pump was not sitting level, the concrete platform it was sitting on had settled during the past 8 years, causing the water to not drain out of it properly which does affect the fact that my staff could not have been able to winterize it completely. You are correct, I do admit to that.I sent photos of your heat pump to [redacted], and it is the opinion of [redacted] with [redacted] that the uneven pad would not allow for complete drainage. Please see attached email.I also asked [redacted] what the warranty value would be on an 8 year old heat pump. It would be in the #300.00 to $500.00 range. I am willing to offer you a pro-rated value of $750.00 toward a replacement heat pump.Sincerely,[redacted]see attachment for response in its entirety.
I do not have written documentation from the two other pool companies, but if needed, I will request it. Both companies examined the heat pump and called me, telling me they could have drained it correctly and that the heat pump was ruined. I spoke with the gentleman who looked at the heat pump with Gym and Swim and he told me that he never told them the information they claim he said. According to him the price of the repair would exceed the cost of a new heat pump. At this time I am purchasing a new heat pump on my own and moving to court proceedings.
See attachment for original response. The customer stated their telephone calls were not being returnedBoth my office staff and the service manager have returned the customer's calls.The customer stated we did not come out and look at the problemBut we didThe service manager and
personally went to the customer's home on 4/25/to inspect the *** heat pump that the customer said was not properly winterized by my company in the fall of 2015.it was found that the heat pump was not sitting levelThe concrete platform it was sitting on has settled during the past years, causing the water to not drain out of it properlyThe customer Stated that this was my Company's responsibilityI totally disagreeMy company did not build this customer's pool or install the heat pumpThe first time my company serviced this customer's pool was for a pool opening and a pool closing in 2015.I have contacted *** inquiring as to what the warranty value would be on an year old heat pumpI have also sent photos asking if there was any way the heat pump could have been winterized sitting at that angle, I am now waiting to hear back from ***I will be in touch with the customer as soon as I have heard back from ***.If my company is at fault, I am more than willing to pay the customer a depreciated pro-rated valueThe heat pump is eight years old, of which I have confirmed with *** *** *** *** Company where it was originally purchased in 2008.Sincerely,*** ***, Owner
Initial Business Response /* (1000, 5, 2017/02/28) */
Customers complaint was that the chainsaw he received did not work. As per our 30 day return policy we sent him a return label to return the item back to us. Once it was received we sent a replacement that did work. He was sent the same...
chainsaw just a refurbished one.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I bought a new chain saw not a used one. The saw you sent wasn't even reconditioned it was just serviced there for it is used. That is not what I bought. I bought a new one that was defective within the 30 day warranty I want you to honor the warranty and send me the saw I bought. I want a new saw or my money back. If I wanted a used saw I would've save some money and bought a used one but I paid the price for a new one.
Final Business Response /* (4000, 9, 2017/03/08) */
We have emailed you a return label for the item that was sent. Please return it once it is received we will issue a refund for the original amount paid. Thank You.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They do not return phone calls. I have had to call them over an over.When they did not show up to open my pool and I called them, they blamed me, the consumer, for not calling to verify my appointment. However, I had verified the appointment the previous October with the service manager, who told me I was on the books. When I finally did talk to the service manager he confirmed I was on the books, but he had put me on the schedule in the wrong year.They visited my house after I filed my Revdex.com complaint.On a separate call the day of the visit (that I made to them...they have never called me), Shane, the business owner's statement to me over the phone was "the heat pump is not level and even if we had drained it, we might not have gotten all the water out of it." My response to that was, "If that were truly the case, since I hired you to close the pool, wouldn't it be prudent to warn the homeowner of that if you had drained the heat pump?" He agreed that should be the case. His statement confirms that they did not properly close the heat pump. I had to open my own pool because the did not show up and the heat pump drain plug was still in place. The pad has been the same for seven years and every year pool companies have closed the heat pump successfully.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have a letter from [redacted] indicating the heat pump would not drain properly if not level. He admits his team did not do their job and left the heat pump undrained. The other two pool companies that have examined the heat pump told me the heat pump not being level has nothing to do with the issue as the proper way to drain the pump would be to open the drain plug and then, to ensure it was clear, vacuum the pump to remove any remaining water. Again, [redacted] admits Gym and Swim did not correctly drain the heat pump. The email from [redacted] clearly states he DOES NOT do prorating on heat pumps (or "Blue Book" as he calls it) and used Craigslist values instead. He also indicates a condenser replacement would cost about $1,450.00. When I talked to [redacted] I was informed the condenser alone was almost $2,500.00. I will accept Gym and Swim replacing the condenser and fully repairing my damaged heat pump (regardless of the cost). All I want is for the heat pump to be working again. They admit they did the damage, but will not own up to the responsibility of the repair.
Regards,
[redacted]
The fact that the heat pump was not sitting level, the concrete platform it was sitting on had settled during the past 8 years, causing the water to not drain out of it properly which does affect the fact that my staff could not have been able to winterize it completely. You are correct, I do admit to that.I sent photos of your heat pump to [redacted], and it is the opinion of [redacted] with [redacted] that the uneven pad would not allow for complete drainage. Please see attached email.I also asked [redacted] what the warranty value would be on an 8 year old heat pump. It would be in the #300.00 to $500.00 range. I am willing to offer you a pro-rated value of $750.00 toward a replacement heat pump.Sincerely,[redacted]see attachment for response in its entirety.
I do not have written documentation from the two other pool companies, but if needed, I will request it. Both companies examined the heat pump and called me, telling me they could have drained it correctly and that the heat pump was ruined. I spoke with the gentleman who looked at the heat pump with Gym and Swim and he told me that he never told them the information they claim he said. According to him the price of the repair would exceed the cost of a new heat pump. At this time I am purchasing a new heat pump on my own and moving to court proceedings.