SmartPool

In regards to the consumers complaint. SmartPool apologizes for the delay in responding.  The CS representative was spoken to regarding the delay in communicating the necessary paperwork to the consumer. I have left a message for the consumer to contact me directly to satisfy his warranty claim...

at 10:35 on 6/15/16.  I will send an update once I speak with the consumer.

To whom it may concern,Our company has reviewed this matter and we are addressing the areas where internal customer service improvements may be appropriate.  Our account notes indicate that the paid in full receipt was sent from our office again on 6/28/2017.  We apologize if the letter...

was sent to the incorrect address or was never received.  We have attached a copy of the letter to this complaint for your permanent record.  Our office recently changed our company name which was updated with the credit reporting agencies.  We are not able to control whether the bureaus properly converted the previously reported trade lines to our new legal name so we have requested tradeline removal for this account.  Please contact us directly if our response does not fully satisfy your request and we will make every effort to resolve any remaining issues.Sincerely,Receivables Management PartnersCustomer Service Department

To Whom It May Concern, Our office was told not to call the consumer at his place of employment on February 16th, 2016.  We have marked the account's employer phone number with a cease calling status.  Sincerely, Noelle [redacted]Compliance Officer

Mrs. [redacted],
 
Our office apologizes for the error and any frustration you may have experienced as a result.  We have corrected the credit reporting error as well as the account information.  We have mailed confirmation of the credit tradeline deletion to you...

directly.
 
Sincerely,
 
Collection Associates Compliance Dept.

Our office has reviewed this matter and takes this complaint very seriously.Our notes indicate that we have only placed one call to Mr. [redacted]'s place of employment.  This call was made on 5/25/2016.   We have reviewed the call and no medical information was discussed or disclosed on...

the call.  Our agent left return call contact information.Our office will not attempt to contact the consumer at his place of employment again. Sincerely, Collection Associates Management Team

Review: On 22 April 2012: we signed a contract to build a pool with [redacted] Pools, as part of the contract we were to be given a Smartpool Scrubber 60 at a later date. The Scrubber 60 is an automated pool cleaner. In Aug 2012 construction of the pool was complete, water added and we use a Scrubber 60 for the first time. On 14 Feb 2013 at 11:42 AM: I informed the company that provided the Scrubber 60 that is was not functional and broken, which means the Scrubber 60 worked for about six months.

On 21 Feb 2013 we were given a new Scrubber 60 to replace the original Scrubber that was not operational. However, on 17 Sep 2013 at 3:29 pm I told the company that provided us the Scrubber 60 that this second one, the replacement Scrubber 60, was not working and pointed out we had on had this unit since Feb (2012). I was told to call Smartpools directly because the dealer cold not do anything. Again, this Scrubber 60 (our second unit) worked for less than six months. On 18 Sep 2013 at 10:21 am I called Smartpools and was told to provide evidence we owned a Scrubber 60 and what troubleshooting step I should take to identify the possible fault (nothing worked and the Scrubber 60 remain non-operational). The original Scrubber 60 was replaced in February because it did not work, just like the replacement Scrubber 60 does not work now. Both units stopped after less than six months of operational use.

Smartpools is now refusing to honor the full warranty period on the unit we received in Feb 2013 claiming their full warranty only covers a one year period of time from the date we purchased the unit and not a particular unit. There comment was "a warranty doesn’t ‘start over’ when a rectification is rendered.”

The more I try to communicate with the company the more obnoxious they get and at times attempt to add misunderstanding to any conservation we have by claiming they are confused or don't understand the situation.Desired Settlement: Either honor their warranty and replace the non-operational Scrubber 60 that we received in Feb 2013, or provide written policy to support the claim that their warranty does not cover the product, only a period of time.

Business

Response:

I have personally dealt with Mr. [redacted] as has [redacted] from my Customer Service staff. Please see the attached file '[redacted] Email History MASTER'.

As was clearly conveyed to the consumer, the warranty statement for his NC71 (also attached) states that "This warranty extends to the first consumer/purchaser for a period of 24 months from the

original date of purchase." Mr. [redacted]'s contract date for the pool is April 23rd, 2012 (contract copy attached). When Mr. [redacted] complained that he did not have water in the pool until August of 2012, as a 'good faith' gesture, my staff altered his purchase date to be August 1st, 2012. Mr. [redacted] claims that he was given a new cleaner in February 2013 because his NC71 failed (a transaction we had no part in nor did we know about when it occurred). Now Mr. [redacted] is assuming he received a new warranty with the replacement cleaner given to him by his pool dealer/builder. Even if Smartpool had issued the replacement directly, as per the warranty statement the Warranty Start Date is still August 1, 2012. As I clearly conveyed, I asked Mr. [redacted] to send in a retail proof of purchase receipt for the cleaner received in February because that is what I would base the Warranty Start Date upon.

As is depicted in the long string of emails in the attachment, we have issued a Return Assessment for Mr. [redacted] and provided instructions to him on where to ship the unit for evaluation. I pointed out to him that he is currently in the 2nd year of his warranty and as such, only the Pump Motor and Drive Motor will be covered.

Manager - Warranty & Technical Services

Review: I got a smart pool cleaner from a online store this thing only worked for 6 month and then give up I called the warranty department and they told me to send it to a store were I got it from I desided to drive there so I can speak to the person they told me I cant do this because it had to be shipped I told them it is not of there business how it will get there because I have to pay the shipping they ask me how far I am away from the store I told them 280 miles then they told me I am crazy to drive this far and then this was not the right service center I have to bring it to a service center 600miles a way I ges they don't wand me to drive because they say I am responsible for damages incurred during transport I wend on there web side and found a service center 61 miles away from me they could not give me that info there is a charge of 55$ for the service I don't think I should pay this because it is still under warranty and they just messing with me so they can get out of it with doing what is right and just replace the unit very bad customer serviceDesired Settlement: they should just replace the pool cleaner and not give me the runaround bad bad business

Business

Response:

It seems that this complain should have been filed against Smart Pool, not Smart Pools. Smart Pool is a manufacturer of pool products such as a cleaner, based out of [redacted], where Smart Pools is a Pool builder/retailer based out of [redacted]. We, Smart Pools LLP, Have nothing to do with this customer and/or issue and we demand that this complain is removed from our record and diverted in the right direction (Smart Pool, [redacted]).

Review: I bought an [redacted] in 2013. I noticed in using it in 2014 that the unit always went to one end of my rectangular pool and simply went back and forth on thr short wall over the same line until the unit timed out. I contacted Smartpool and they had me send it to a repair shop for repair. The unit was returned to me and I put it into the pool and it immediately went into the same failure mode. I recontacted Smartpool again and was able to contact the Engineer in charge of the cleaner progam; as I am a retired Electrical Engineer. I spoke to him about the problem and he told me several things to try and sent me several extra parts to try; none of which worked. He then asked me to send the unit back to him. He had the unit for several weeks and then sent it back to me. He told me he replaced

several major parts of the unit. I put it into the pool and it immediately went again into the same failure mode. I called the Engineer again and infomed him what happened. He gave up and said he would send me a newer unit that would solve the problem. I received the new unit and it perfomed exactly as the older unit. I have now two units; one paid for and one for free. Both have the same systemic problem. The Engineer is no longer answering my phone calls.Desired Settlement: In discussions with the Engineer, it seemed to me that the Software inside the units needs fixing. I want nothing from Smartpool other than you knowing that many people have units which do not perform as expected. If you let the Smartpool company know that I contacted you, I would be satisfied, as I am going to try and modify the unit in order to get it to operate closer to what I believe it should be operating.

Business

Response:

We appreciate Mr. [redacted] patience in this matter. As he has a custom-shaped tile pool, we are redesigning a unit that can navigate his configuration. Our Lead Engineer is calling Mr. [redacted] today to update him on our project that is currently in fielding production and should be shipped to us in November. Once we have received this new machine, Mr. [redacted] will receive the first one (free of charge).

Consumer

Response:

[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.]

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,