Specialty Pool Products

Customer placed order originally on 5/9/14. We contacted customer on 5/13/14 to inform her that the liner she purchased was out of stock. Customer wanted to think about whether to cancel the order or change the a different liner pattern. Customer called back on the...

same day and cancelled her order.
 On 5/19 the customer placed another order on line. The liner pattern that the customer reordered was a custom pattern which is shipped directly from the manufacturer. Additionally the customer called on 6/2/14 to inform us that she order the wrong liner. Another order was place for her. The liner was received by the customer on 6/9.
  Through our customer service department the customer was offered a $85.00 credit which brought the price down to $250.00 which the customer accepted and agreed to. We have already compensated the customer for any mistakes on our part.
 We apologize for any inconveniences that the customer may have occurred.

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.

In the customers original complaint, his Desired Settlement was;  " I am just trying to get the parts that are missing and damaged so that I can install the pool"
The customer was sent the parts that were missing and damaged.  I'm not sure why our repsonse was rejected by the customer. He has not indicated anything further, from his original  complaint.  Is there something else we can help with?
I again offer our apologies for the inconveniences that the customer has experienced.

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 Supervisor
Speciality Pool Products

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 Supervisor
In The Swim

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 stock.I 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 it.Why 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]

Terrible customer service. Purchased a pool pump and it quit working 6 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 ( $55.00 shipping fee). I requested that since they sold a defective product they needed to pay for the return shipping however I was told simply NO. Pay 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 $234.00 not $179.00. Doesn't seem as though repeat business or customer satisfaction is really as high on their list as their website advertises. Will not do business with them again.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Price was pretty good comparatively. As far as shipping goes, not as advertised on website. Ordered with some help scheduled to help install new liner. Talked to customer service found out products weren't shipped until following day. Customer service rep stated that 1 day shipping is actually only about 90 percent of the time.

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 stock.
I 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 it.
Why 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]

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 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, 2015 3:10 PMTo: [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: [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]

The customers "credit card" declined, not her order. If she wants to know why her credit card declined she would need to contact her credit card company, as we not are given a reason as to why a customers credit card declines.  In her first contact with the Revdex.com she does not mention that she actually received the item, just that she was looking for a credit?? Now she mentions that she has the item after we have proven that it was deliveried and that her credit card company refused her charge back?
She order an item, we shipped in good faith and she received it. If she would like to return the item, she can do so following our return policy.

Terrible customer service. Purchased a pool pump and it quit working 6 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 ( $55.00 shipping fee). I requested that since they sold a defective product they needed to pay for the return shipping however I was told simply NO. Pay 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 $234.00 not $179.00. Doesn't seem as though repeat business or customer satisfaction is really as high on their list as their website advertises. Will not do business with them again.

Review: I ordered an above ground swimming pool from Specialty Pool Products on 27 Feb 2014. The pool arrived on 15 Mar 2014 and parts were missing and damaged. I contacted the company and sent them a very detailed description of the shipment. I am constantly contacting them 2 to 3 times a week for the since then. Today's date is 23 May 2014 and the only response I have been given was that they are working on the issue with the manufacturer. Today I contacted the manufacturer and found out that they were told that I was only missing some of the parts from my list was reported to them. I had to "cut out" the middle man and go directly to the source to get my situation moving along to resolution. I have given Specialty Pool Products more then enough time to resolve the issue, but, more than 8 weeks is too long. In the end, I had to do their job to resolve the issues.Desired Settlement: I am just trying to get the parts that are missing and damaged so that I can install they pool.

Business

Response:

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 [redacted]90 and[redacted]08 . One package has already been delivered and the other one is scheduled for delivery later this week.

Consumer

Response:

Review: 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,

Review: received defective pool linerreturned via warranty rules to mfg cojune WE STILL HAVE NO POOLmfg says contact SPP
ordered intex above ground pool may received may, assembled and filleddiscovered seam weld leakcontacted INTEX for warrantywe followed their guidelines which involves cutting several large sections from the pool, including the leak areathis was done and mailed, priority mail usps, and received by INTEX juneclaim was approvedon july I contacted them inquiring when the replacement would be sentno answeragain I sent email inquiryreply from INTEX states that "unfortunately your replacement has not been shipped out because the item is currently out of stockonce we receive inventory we will ship your replacement out as soon as possibleplease accept our sincere apology for this inconvenience."
we have a 9ft by 18ft above ground pool with gaping holes in it assembled in our yardwe cannot use itwe cannot fix itwe are both disabled seniors that worked very hard to put this togetherwe are not thrilled with the fact of having to redo the work when the leak was discovered; however noting the fact that this pool will hold about 4K gallons of water it was imperative that the assembly be done right the first timewe have had very hot weather, no poolwe are out $for this pool, and also the cost of another filter to use for salt water filtering systemwe bought this thing in may, it is now july, and INTEX is 'very sorry'
we could have taken this money and had a pool company put a pool in the yard for a couple hundred bucks more and we would be in it now
intex continues to sell this very item via kmart and their catalog and that seems odd if they are 'out of stock' of the liner for our pool.Desired Settlement: based on the extremely bad customer service we have experienced from spp, we dont want any more from them but to get our money backwe did not get the product we orderedwhen calling on the order status in may, it took minutes for a young man to figgure out if we even placed the order.....sad group of folks therethey sent a battered box on a broken pallet via 'overland' express truckingthe liner product leaked and if that was by virtue of the shipping beating or not we may never knowlong story short its hot out and we are out a lot of money, a lot of hard work for us, and have no pooli will be glad to provide photo's of the entire process including the package upon receipt up to the mess in the yard now
Business
Response:
Business Response /* (1000, 5, 2013/07/29) */
We are sorry to hear about the issues you had with the Intex Pool that your purchased along with the delay in receiveing a replacement linerThe warranty on the pool is handled directly by IntexWe have contacted Intex on your behalf and they were able to locate a replacement liner for your poolIt was shipped out thier warehouse on Friday July 26, via FedEx FreightThe tracking # is XXXXXXXXXXXXXXXIt is expected to arrive to you within the next to daysWe again apologize for the inconveniences that has causedAdditionally we would like to credit you $for these inconveniences

Review: For days I've attempted to settle a warranty issue with my in-ground pool timer/boardApproximately phone calls to them (two with [redacted] Account Manager), several supervisors all un-returned, still has me in dealing with me without next steps in getting replacement partsI informed all CSRs/supervisors the importance of settling this quickly, as my open pool will cause algae to formSPP claims this is a [redacted] timer and informed me to take up the warranty claim with [redacted]I called [redacted] who toled me "no problem, we'll send you new parts, send us a pic" but in the photo I sent them, the item numbers did not match the part pictured, so they would not send me a new timer/board that was not theirs to begin withThereafter, I called repeatedly to SPP who said they would take care of the matter, no returned call, no email, more algae growing in my poolI am not sure what time nor board I have, my BOL coincides with SPP claims, but [redacted] claims those unidentifiable parts are not [redacted] brand.Desired Settlement: I want a timer and board sent priority delivery and chemicals to remove brown/yellow algae that I should never hadI opened the pool on 4/14, had a water sample completed, had a completely healthy poolall of this was preventableI want to talk to the president of the company about customer service
Business
Response:
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
Consumer
Response:
Review: [redacted]
I am rejecting this response because the response is not clear/accurate:On 4/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

Review: I place a order on June 14, 2015

I then received a email stating that my credit card was declined for NO reason.

I resubmitted the order again, and then the next day received another email

stating my credit card was declined for NO reason.

Then June 15, 2015 I resubmitted the order, then received a email stating that the item was out of stock and the order was cancelled.

I still have all the emails received from your Company as proof to show to my credit card Company.Desired Settlement: Refund in the amount of $ 147.16

Thank you

Business

Response:

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.

Consumer

Response:

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 stock.I 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 it.Why was this order declined so many times? and Why was a message sent showing it was out of stock?

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

The customers "credit card" declined, not her order. If she wants to know why her credit card declined she would need to contact her credit card company, as we not are given a reason as to why a customers credit card declines. In her first contact with the Revdex.com she does not mention that she actually received the item, just that she was looking for a credit?? Now she mentions that she has the item after we have proven that it was deliveried and that her credit card company refused her charge back?She order an item, we shipped in good faith and she received it. If she would like to return the item, she can do so following our return policy.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

In May 2013 I bought an above ground pool that was advertised as having a 30 year warranty, 2 years after installed the pool rusted through, I am not talking about surface rust, I am talking about completed corroded. When I contact then about the issue the answer was the warranty is prorated which I understand but on a 2 year old pool with 30 year warranty all the warranty will cover is 40% of the cost of a new one. Which means I would have to pay almost full price for a bad product!

Review: I ordered a pool liner in the beginning of May 2014. Specialty Pool Products called me and said the liner I ordered was out of stock. I ordered another one and I received the wrong one. Then I ordered another and Specialty Pool Products said they would over-night that liner. They didn't. They said the liner had to be costumed made because they don't sell that size (which that size in on the web sight and says nothing about being costumed made). Then I received the liner and the manager said I would only have to pay 250.00 for it because of all the trouble we went through. Well today June 17, 2014 my account still isn't credited. I went almost 2 months with out a pool. I had to cancel on the guy who installs the liners 5 times. My sister didn't get to have her graduation party with the pool. And now we cant put the liner in because of all the rain.Desired Settlement: I would like Specialty Pool Products to pay for the liner and to pay for the liner to be installed. This is crazy that we had to go through this.

Business

Response:

Customer placed order originally on 5/9/14. We contacted customer on 5/13/14 to inform her that the liner she purchased was out of stock. Customer wanted to think about whether to cancel the order or change the a different liner pattern. Customer called back on the same day and cancelled her order.

On 5/19 the customer placed another order on line. The liner pattern that the customer reordered was a custom pattern which is shipped directly from the manufacturer. Additionally the customer called on 6/2/14 to inform us that she order the wrong liner. Another order was place for her. The liner was received by the customer on 6/9.

Through our customer service department the customer was offered a $85.00 credit which brought the price down to $250.00 which the customer accepted and agreed to. We have already compensated the customer for any mistakes on our part.

We apologize for any inconveniences that the customer may have occurred.