Specialty Pool Products

Terrible customer servicePurchased a pool pump and it quit working weeks after delivery date Contacted SPP and they deemed it defective however the only way to get a replacement was that I first ship back the defective product and incur the cost of shipping ( $shipping fee)I requested that since they sold a defective product they needed to pay for the return shipping however I was told simply NOPay to ship it back and we will send a replacement, in other words my cost for a working non defective pump from Specialty Pool Products is actually $not $Doesn't seem as though repeat business or customer satisfaction is really as high on their list as their website advertisesWill not do business with them again

To Whom It May Concern, The customer purchased this item from us on the phone two times, on 05/31/Both items were shipped and delivered via [redacted] There was a miscommunication with the represenative about the second orderWe offered to pick up one of the unitsWe issued a pre paid retrun slip to have one returned.The customer called us again on 06/13/stating that one of the units burnt upHe stated it was partially his fault becuase he wired it wrongWe informed the customer that becuase he improperly wired it and it burnt up we would be unable to accept the item back for returnThe customer called again on 06/14/stating to another rep that the unit was defectiveDue to previous conversation we let the customer know that we were still unable to accet this backThe customer then asked for the rebate formThis was providedAs a one time courtesy Pool Products will pick up both units for a refundPre paid labels will be emailed/mailed for back upOnce the items are returned a refund only will be issued Thank you, JoAnne E [redacted] Customer Care Supervisor In The Swim

Customer placed order originally on 5/9/We contacted customer on 5/13/to inform her that the liner she purchased was out of stockCustomer wanted to think about whether to cancel the order or change the a different liner patternCustomer called back on the same day and cancelled her order On 5/the customer placed another order on lineThe liner pattern that the customer reordered was a custom pattern which is shipped directly from the manufacturerAdditionally the customer called on 6/2/to inform us that she order the wrong linerAnother order was place for herThe liner was received by the customer on 6/ Through our customer service department the customer was offered a $credit which brought the price down to $which the customer accepted and agreed toWe have already compensated the customer for any mistakes on our part We apologize for any inconveniences that the customer may have occurred

I had to buy it from [redacted] due to the fact you kept declining my order then sent me a email stating it was out of stockI still have all the emails that your Company sent me, if you like you can send me a return label via email and I can return itWhy was this order declined so many times? and Why was a message sent showing it was out of stock? Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Complaint: I am rejecting this response because: I had to bypass the business and go straight to the manufacturer/supplier of their pools to get the issues resolvedTheir response is only because they found the information from the supplierAlso, to start with, there was only one missing part that was shipped out at the time I contacted the manufacturerI had to send the manufacturer the same detailed e-mail I had sent to the business several times to get the other missing itemsThe manufacturer was not aware of these last items at all until I called and sent them the e-mail Sincerely, [redacted]

Price was pretty good comparativelyAs far as shipping goes, not as advertised on websiteOrdered with some help scheduled to help install new linerTalked to customer service found out products weren't shipped until following dayCustomer service rep stated that day shipping is actually only about percent of the time

Per the email string below the customer has informed us that "He Solved the Mystery"He is looking for parts for a timer that he did not purchase from us Although we sold him his pool package, the timer he is referring to that he needs parts for is not included in our pool package, nor do we sell it as a separate item We cannnot be held liable for his pools water condition due to parts he needs for something we did not sell him From: [redacted] Sent: Friday, May 01, 4:PM To: 'Ron LaBeau' Cc: [redacted] Morel-Lenz; Ryan Kuhlmann Subject: RE: Fwd: I am not sure where that came from but it is definitely something that was purchased from usThank youChris From: [redacted] [mailto:[email protected]] Sent: Friday, May 01, 3:PM To: [redacted] Subject: Fwd: ---------- Forwarded message ---------- From: Ron LaBeau Date: Fri, May 1, at 11:AM Subject: Fwd: To: [email protected] I solved the mysteryThis is NOT a [redacted] item like [redacted] indicated over a week agoIt appears to be an Intermatic GM40AV and as indicated in the pictureI should never received an Intermatic, since I bought all [redacted] products http://www.ebay.com/itm/INTERMATIC-GM40AV-24-Hour-Electromechanical-40a-Spdt-Dpd...⇄

Complaint: [redacted] I am rejecting this response because the response is not clear/accurate:1.... On 4/24 at around 9:30am, I was contacted by [redacted] from SPP and a message was left on a phone number that I repeatedly asked SPP not use. 2. On 4/24 at around 3:30pm, I left a message with [redacted] which I agreed to purchase the warrantied products needed to make my pool function (recommendation I made over a week prior to SPP). I asked that SPP charge my credit account opened with SPP when we purchased the pool approx 2 years ago.3. On 4/27 at around 10:30am, I called SPP to confirm that my order was processed and was surprised that it had not been processed. I spoke to [redacted] and she assured that the order will be expedited... Order was paid for on my [redacted] , not credit account and [redacted] agreed that SPP would refund me for the warranty parts purchased and once received by SPP. 4. I have not even broached the issue of cleaning my pool. I have a baseline health report completed on the day I opened my pool. The heath and condition was very good (high level of chlorine)... So my once crystal-clean pool, is now a contaminated pool all of which could have been avoided. I cannot estimate delivery of the products covered under warranty and thus an eta for making my pool function, so therefor, I do not know what nor how much chemicals are needed. Sincerely, [redacted]

Per the email string below the customer has informed us that "He Solved the Mystery"He is looking for parts for a timer that he did not purchase from us Although we sold him his pool package, the timer he is referring to that he needs parts for is not included in our pool package, nor do we sell it as a separate item We cannnot be held liable for his pools water condition due to parts he needs for something we did not sell him From: [redacted] Sent: Friday, May 01, 4:PMTo: 'Ron LaBeau'Cc: [redacted] Morel-Lenz; Ryan KuhlmannSubject: RE: Fwd: I am not sure where that came from but it is definitely something that was purchased from us Thank you Chris From: [redacted] [mailto:[email protected]] Sent: Friday, May 01, 3:PMTo: [redacted] ***Subject: Fwd: ---------- Forwarded message ---------- From: Ron LaBeau Date: Fri, May 1, at 11:AM Subject: Fwd: To: [email protected] I solved the mysteryThis is NOT a [redacted] item like [redacted] indicated over a week agoIt appears to be an Intermatic GM40AV and as indicated in the pictureI should never received an Intermatic, since I bought all [redacted] products http://www.ebay.com/itm/INTERMATIC-GM40AV-24-Hour-Electromechanical-40a-Spdt-Dpd...⇄

Complaint: ***
I am rejecting this response because the response is not clear/accurate:On 4/at around 9:30am,
I was contacted by *** from SPP and a message was left on a phone number that I repeatedly asked SPP not useOn 4/at around 3:30pm, I left a message with *** which I agreed to purchase the warrantied products needed to make my pool function (recommendation I made over a week prior to SPP)I asked that SPP charge my credit account opened with SPP when we purchased the pool approx years agoOn 4/at around 10:30am, I called SPP to confirm that my order was processed and was surprised that it had not been processedI spoke to *** and she assured that the order will be expeditedOrder was paid for on my *** ***, not credit account and *** agreed that SPP would refund me for the warranty parts purchased and once received by SPPI have not even broached the issue of cleaning my poolI have a baseline health report completed on the day I opened my poolThe heath and condition was very good (high level of chlorine)So my once crystal-clean pool, is now a contaminated pool all of which could have been avoided I cannot estimate delivery of the products covered under warranty and thus an eta for making my pool function, so therefor, I do not know what nor how much chemicals are needed.
Sincerely,
*** ***

The Customer was contacted on 4/and on 4/He agreed to prepay for the parts neededOnce we rerturns the broken parts he will then be credited his prepayment

First I would like to apologize for the repeated charges to your *** accountAs of 8/17/15, I see that the latest transaction in *** has been cancelled. This may be occurring because the customer did have another item on her order which they
received, We have one of our I.Ttechs looking into this and hope to have it taken care of immediatelyAgain, we apologize for the inconvenience

To Whom It May Concern,The customer may send back one unit. Once it arrives a refund when be received.Thank you,JoAnne E[redacted]Customer Care SupervisorSpeciality Pool Products

First I would like to apologize for the repeated charges to your [redacted] account. As of 8/17/15,  I see that the latest transaction in [redacted] has been cancelled.  This may be occurring because the customer did have another item on her order which they received, We have one of...

our I.T. techs looking into this and hope to have it taken care of immediately. Again, we apologize for the inconvenience.

Per the email string below the customer has informed us that "He Solved the Mystery". He is looking for parts for a timer that he did not purchase from us.  Although we sold him his pool package, the timer he is referring to that he needs parts for is not included in our pool package, nor do we sell it as a separate item.  We cannnot be held liable for his pools water condition due to parts he needs for something we did not sell him.    
From: [redacted]
Sent: Friday, May 01, 2015 4:45 PM
To: 'Ron LaBeau'
Cc: [redacted] Morel-Lenz; Ryan Kuhlmann
Subject: RE: Fwd:
I am not sure where that came from but it is definitely
something that was purchased from us. Thank youChris
From: [redacted] [mailto:[email protected]]
Sent: Friday, May 01, 2015 3:10 PM
To: [redacted]
Subject: Fwd:
 ----------
Forwarded message ----------
From: Ron LaBeau <[email protected]>
Date: Fri, May 1, 2015 at 11:49 AM
Subject: Fwd:
To: [email protected]
I solved the mystery... This is NOT a [redacted] item like
[redacted] indicated over a week ago... It appears to be an Intermatic GM40AV and
as indicated in the picture. I should never received an Intermatic, since I bought
all [redacted] products... 
 
http://www.ebay.com/itm/INTERMATIC-GM40AV-24-Hour-Electromechanical-40a-Spdt-Dpd...⇄

Complaint: 10063520
I am rejecting this response because:
I had to bypass the business and go straight to the manufacturer/supplier of their pools to get the issues resolved. Their response is only because they found the information from the supplier. Also, to start with, there was only one missing part that was shipped out at the time I contacted the manufacturer. I had to send the manufacturer the same detailed e-mail I had sent to the business several times to get the other 4 missing items. The manufacturer was not aware of these last 4 items at all until I called and sent them the e-mail.
Sincerely,
[redacted]

We would like to apologize for the inconveninces the customer has experienced with the purchase of his aboveground pool through us.  The missing parts have been shipped via UPS. The tracking #'s are
'Calibri','sans-serif';">[redacted]90 and[redacted]08 . One package has already been delivered and the other one is scheduled for delivery later this week.

The customer's original order was cancelled because their Credit Card declined. They placed another order with us in the amount of 147.16.  That order was shipped to the customer and was received. Here is the [redacted] tracking # showing proof of delvery - [redacted]
The customer...

tried to do a chargeback through his credit card company stating they did not receive the item. The customer was denied the charge back as we provided proof of delivery.The customer purchased a product and we delivered it.

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. Thank you..
Sincerely,
[redacted]

To Whom It May Concern,The customer purchased this item from us on the phone two times, on 05/31/2016. Both items were shipped and delivered via [redacted] There was a miscommunication with the represenative about the second order. We offered to pick up one of the units. We issued a pre paid retrun slip...

to have one returned.The customer called us again on 06/13/2016 stating that one of the units burnt up. He stated it was partially his fault becuase he wired it wrong. We informed the customer that becuase he improperly wired it and it burnt up we would be unable to accept the item back for return.The customer called again on 06/14/2016 stating to another rep that the unit was defective. Due to previous conversation we let the customer know that we were still unable to accet this back. The customer then asked for the rebate form. This was provided.As a one time courtesy Pool Products will pick up both units for a refund. Pre paid labels will be emailed/mailed for back up. Once the items are returned a refund only will be issued. Thank you,JoAnne E[redacted]Customer Care SupervisorIn The Swim