Specialty Pool Products

Review: I had placed an order for a pool liner with Specialty Pool Products back in June using my [redacted] account. After not receiving my order as advertised, I called to get an order status. I was informed that the order was on backorder and it would be weeks before I would receive it, so at that time I cancelled the order. After logging into my [redacted] account a week later, I noticed the charge to Specialty Pool was still pending for $609. I called them and they told me to wait a couple more days to see if it would drop, to which it didn't. I called [redacted] and they informed me that SPP did not properly close out the order, that's why the charge remained pending. All the while, this pending charge is putting a hold on my checking account for $609. My husband calls and they tell him they did everything right on their end again. After several more calls to [redacted] who consistently tells me SPP isn't properly closing out this order, I call back again and tell them if this isn't resolved, I'm contacting Revdex.com. That day, the charge is cancelled and the hold on the $609 in my checking account is released (11 days after being on hold). 12 days later, another hold is put on my checking account by SPP for $609. I make the same phone calls, yet again. This time I ask to speak to a manager and am told one will have to call me back. I never got that call. So again, I have to call and threaten the Revdex.com. The charge is removed that day. 11 days later the hold is put back on my checking account for $609. Of course, I call again. This time I'm furious as we are a family of 5 and live paycheck to paycheck to which I've told SPP. They tell me the only way to resolve this is to speak to their [redacted] specialist who should return my call in the next few days. Waiting days was not an option as we needed access to our money. So for the third time, I threaten Revdex.com and am put on hold. The person comes back to the line and informs me this has been resolved. I verify the hold has been removed from my checking again. Yesterday, 12 days later, the hold of $609 is back AGAIN! I need to take my children school shopping today and my available checking account balance is in the negatives because of this charge. This has been the WORST experience I've had after placing an order online. SPP didn't seem to think this was an issue because they wouldn't actually withdraw the funds unless something shipped but this is still a huge issue when my bank is putting a hold on that $609 every time they resubmitted this false charge to [redacted]. Their customer service has been horrible and could care less about the impact this has had on our family.Desired Settlement: STOP REAUTHORIZING A CHARGE OF $609 FOR AN ORDER THAT HAS BEEN CANCELLED ALMOST TWO MONTH AGO! I want to be completely removed from their system.

Business

Response:

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.

Review: I had ordered bought 2 new pool ladders on 5/31/12 last year as we were doing the pool deck over. Ladders were in stalled in July once job was complete and removed from pool in September for the winter closing and stored inside our shed. I put the ladders in this spring and approximately mid June one on the ladder steps broke. I called SPP and was advised there was nothing they could do as there is no warranty however I could buy a replacement step. It should be noted I have a salt system and do not add chlorine to the water. This week (7/7) a second step broke this time giving me a 1 1/2 cut on my right knee. I again contacted SPP and again was told there was nothing they could do. I pushed for replacement metal steps as these are obviously dangerous. After a lot of back and forth they did offer a $50 "pool bucks" to apply to the cost of new steps ($90). I purchased 3 new steps but not sure why this item would not be covered or why SPP continue to sell the poor performing and dangerous product. I was advised I could contact the manufacturer if I wanted which is my next step.

Product_Or_Service: pool ladder

Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Replacement

I would like to have 3 replacement metal steps sent at no charge. I actually used the stainless steel steps from my old ladder for the old new one however did not have steps for the second ladder we added.

Business

Response:

Business Response /* (1000, 5, 2013/07/12) */

We apologize for the issues you had with the ladders that you purchased last year. We will be sending you 3 metal (stainless steel) steps at no charge. We have processed an order in our system today, (order # XXXXXXXX). You should have your steps by July 19th.

Consumer Response /* (-5, 8, 2013/07/16) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

While I accept the company's response and am partially satisfied I still was charged a portion for the inital 3 steps. ($39.97) I accepted this as this became a safety issue after the second step broke.

Review: These people advertise that they sell pool covers with same day shipping. After days without getting a shipping confirmation they promised, we called and they said the order was delayed and would be shipped directly from the manufacturer. After another week with nothing, They said they would research the problem and get back with me. after I never heard from them I left three messages that I wanted a return call (these messages were left with [redacted] and [redacted]). Neither of them ever called back. They have had our money for weeks and still we have no product or explanation or even basic customer service. These people are a scam. I have no reason to believe that my money has not been stolen. They advertise falsely. They took my money. They have yet to call with an explanation.

Product_Or_Service: Pool covers

Desired Settlement: DesiredSettlementID: Refund

I will be filing a police complaint as I feel this is now a criminal matter. They have had every opportunity to provide us the purchased product or our money. All they have provided is lies.

Business

Response:

Business Response /* (1000, 5, 2013/05/28) */

We apologize for the delay in this order. Our dropshipper did not receive the order when we orginally set it over to them. The customers card was not charged.

We have processed another order for the customer and it is scheduled to be delivered on May 21, 2013.

Business Response /* (-10, 6, 2013/05/28) */

Correction...the order is scheduled to be delivered on May 31, 2013.

Consumer Response /* (3000, 8, 2013/05/30) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Once again, they are lying. They said the order was scheduled to be delivered to me on 5/21/13. It is now 5/30/13 and the order still is not here yet. They have continuously lied since the order was placed. They basis for their advertising is same day shipping. It has been over a month since I placed my order and all I get from them are lies.

Business Response /* (4000, 10, 2013/06/05) */

On 5/28/13 I sent a correction stating that the order was scheduled to be delvered on 5/31/13. This is noted in the Revdex.com log of responses. The order was delivered on 6/1/13 at 10:37am. Again, we apologize for the delay in processing this order.

Consumer Response /* (4200, 12, 2013/06/07) */

(The consumer indicated he/she DID NOT accept the response from the business.)

It should be noted that this business advertises same day shipping and satisfaction guaranteed. This order arrived over a month late and after they previously stated to the Revdex.com that it was to be shipped. In the course of trying to explain their abysmal customer service, they promised to discount this order. Of course, they charged me full price. When I pointed this out, they said the credit would be forthcoming. True to form, they have yet to issue the credit. It's just one lie after another from these people.

Business Response /* (4000, 14, 2013/06/10) */

The customer was sent an email on 5/30/13 stating that a credit of $30.00 was applied to his credit card. A credit can take up to 7 business days to post to his account. If he hasn't received it by

6/10/13, he should contact his credit card company.

Review: Made a purchase on March 13. I received an aftermarket product, which I returned within a week of receiving it. Called once I received confirmation that the Seller received the product, and informed them I would like a return check, understanding that there would be a restocking fee. The original cost was $59.99. I have called weekly to find out the status of the refund. Each time I call I am given another reason that the check was has not been sent. The first week of April I was told that the check would be going out by the 10th. On the 20th I called back and was told it would take six weeks to receive the check. I called back on May 16 and was told that their was an issue with the check and that an email would be sent to a supervisor who would call me back with more information. I called today on May 22 and was just told the same thing. Each call starts with the same explanation that the check was sent out on April 10th. When I ask for a supervisor, I am told to hold on, and after five minutes of holding the original service rep comes back with the story about the supervisor calling me back as soon as he or she is free.

Product_Or_Service: Above Ground Swimming Pool Skimmer

Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I would like for them to send me a check as promised when I returned the item at my cost.

Business

Response:

Business Response /* (1000, 5, 2013/05/24) */

We apologize for the delay in receiving your refund. There is record that the orginal refund check was issued and sent out on April 10th. We have since issued a new check (#XXXXXX) today and you should receive it in approximatley 7 to 10 days